How to Troubleshoot Subscriber Login Issues

This troubleshooting guide helps publishers resolve subscriber login issues for e-Edition access. When subscribers contact you about login problems, you can quickly diagnose and resolve most issues through the eType system.

Use this process when subscribers report they cannot access the e-Edition through direct login at the paywall, as opposed to accessing through email notifications. This guide helps you determine if the issue is account-related, credential-related, or system-related.

Prerequisites: You need publisher credentials for the eType system. Most login issues can be resolved within 5-10 minutes using these steps.

1. Navigate to http://www.etypeservices.com

2. Log in with your publisher credentials (username/password)

1. Select "Subscriber Report" under the Circulation option at the top of the screen

2. Perform a custom search using the subscriber's last name

3. Locate their account record in the search results

1. Check expiration date: Confirm the account is still active (not expired)

   • If expired: Direct the subscriber to renew either directly with you or via the paywall

   • If expiration date is incorrect: Click the "Edit" option to the right of their record and update the correct date

2. Record login credentials: If the account is active, note their username and password from the system

1. Go to your newspaper's website

2. Navigate to the e-Edition login page

3. Enter the subscriber's exact username and password

4. Attempt to access the e-Edition

If you can successfully log in:

• The account is functioning properly

• The issue is user error with credential entry

• Contact the subscriber with their correct login information

• Remind them that usernames and passwords are case-sensitive

• Have them try logging in again

If you cannot log in OR subscriber continues having trouble:

• Contact eType Services for additional help: support@etypeservices.com

• Provide the subscriber's account details and the steps you've already taken

• eType Services will determine appropriate next steps

Q: What's the difference between email access and direct login?

A: Most subscribers access e-Edition through email notifications, but some prefer to log in directly at the paywall. This guide addresses direct login issues only.

Q: How do I know if an account is truly expired vs. incorrectly dated?

A: Check the subscriber's payment records or renewal status. If they recently renewed but the system shows expired, the date likely needs manual correction.

Q: What if I can't find the subscriber in the system?

A: The subscriber may not have an e-Edition account set up, or they may be searching under a different name/email. Try searching by email address or contact eType Services.

Q: Are usernames and passwords case-sensitive?

A: Yes, all login credentials are case-sensitive. This is a common cause of login failures.

Q: What information should I have ready when contacting eType Services?

A: Have the subscriber's name, account details, expiration date, and a summary of the troubleshooting steps you've already completed.

Q: Can I reset a subscriber's password myself?

A: You can view current credentials in the eType system, but password resets may require eType Services assistance depending on your system permissions.