USA TODAY Customer Care: A Complete, Practical Guide

The fastest ways to reach USA TODAY Customer Care

For most account, billing, delivery, and digital-access issues, start at the USA TODAY Help Center. It routes you to live chat, phone support, or self-service based on your ZIP code and subscription type. Use these official endpoints: Help Center (help.usatoday.com), Account Portal (account.gannett.com), and the ePaper (epaper.usatoday.com). These links are maintained by Gannett Co., Inc., the publisher of USA TODAY (founded in 1982), and they display the most current contact options and hours for your location.

Phone availability and numbers can vary by region and time of day, especially for print delivery support. The Help Center will surface the correct phone number and hours for your address after you sign in. If you cannot sign in, use the “Find my account” or “Contact us” flows on the Help Center to look up your account by billing ZIP and last name. Keep a recent invoice handy—your 10–12 digit account number and delivery ZIP will speed verification.

• Help Center (contact, delivery support, cancellation, address changes): https://help.usatoday.com
• Account Portal (payments, password resets, plan management): https://account.gannett.com
• ePaper login (digital replica of the print edition): https://epaper.usatoday.com
• Website and app sign-in (news access): https://www.usatoday.com (tap “Sign In”)

Managing your subscription and billing

USA TODAY subscriptions can be digital-only, print + digital, or ePaper + digital. Pricing and promotions vary by market and change periodically; you’ll always see your current rate and next renewal date in the Account Portal under Subscription > Manage. Many newspaper subscriptions bill on a 28‑day cycle (13 invoices per year), though some digital-only plans bill monthly by calendar month—check the billing frequency shown on your account page or invoice.

To update your payment method, sign in at account.gannett.com, go to Billing > Payment Method, and add or replace your card. If a renewal fails (expired card or bank block), you’ll typically get an email and an on-site prompt; update your card within the grace period to avoid service interruption. If you receive an unexpected charge, review the “Transactions” section, which lists dates, amounts, and plan descriptions; then contact Customer Care from the Help Center with your reference ID if something looks off.

Moving? Use the Help Center to request an address change at least 3 business days before the move to avoid missed papers. For digital-only plans, your service follows your login; for print, delivery availability and price may change by ZIP. If your plan includes promotional pricing, note the renewal date and post‑promo rate in your account so there are no surprises at the next bill.

Fixing delivery problems and planning vacation holds

For a missed or late paper, report the issue the same day through help.usatoday.com or via the “Report Delivery Issue” link in your account. When available in your area, you can request a same‑day replacement (early day only) or a credit to your account. Include specifics: date, whether it’s porch/driveway/box delivery, and any access notes (gate code, building entry, safe spot).

Vacation holds can typically be scheduled 1–30 days in advance. In the Help Center, choose Pause/Resume Delivery, enter start and end dates, and select whether to: (1) hold and deliver accumulated copies on return (where offered), (2) donate your copies during the hold (often to schools or libraries), or (3) receive a billing credit for the paused days. Submit holds at least two business days before your start date to ensure the pause takes effect on time.

Digital access, ePaper, and mobile app support

Your subscription login is your email address. If you can’t sign in, use “Forgot password” at account.gannett.com; password reset emails usually arrive within a minute. If you have a print subscription but see a paywall, link your print account to your digital profile in My Account > Subscriptions > Link print subscription, using your account number and ZIP code.

The ePaper (epaper.usatoday.com) is the digital replica of the print edition and is typically available in the early morning. If pages won’t load, try a different browser, disable ad blockers for that site, or download the issue via the “Download” option for offline reading. On iOS and Android, ensure you’re signed in with the same email on both the app and website; app store purchases made through Apple or Google must be managed in your device’s subscriptions settings.

• Clear and reauthenticate: sign out, fully close the app, clear cache (or app data on Android), then sign back in.
• Resync entitlements: on web, sign out and in; on mobile, use “Restore Purchase” if you subscribed via Apple/Google.
• Check blockers/VPN: disable content blockers and VPNs that can interfere with login or metering.
• Try an alternate path: if the ePaper stalls, open an incognito/private window; if that works, clear cookies for usatoday.com and epaper.usatoday.com.
• Verify status: in My Account, confirm your plan is “Active” and the next renewal date is in the future.

Cancellations, refunds, and third‑party purchases

You can request cancellation through the Help Center’s chat/phone flow; in some areas you can schedule cancellation for a future date. You’ll receive a confirmation number—save it. If you pay in advance, prorated credits are typical industry practice for unused service on print delivery; digital‑only plans usually remain active through the end of the paid term. Exact policies appear during the cancellation flow and on your invoice.

If you purchased through Apple’s App Store or Google Play, customer care cannot cancel it for you. Use your device’s subscription settings to cancel: on iOS, Settings > [Your Name] > Subscriptions; on Android, Google Play > Payments & subscriptions. You’ll see the renewal date and price there. After canceling, your access generally continues until the end of the current period.

Accessibility, privacy, and account security

USA TODAY offers adjustable text sizes, dark mode (in apps), and screen‑reader compatible article pages. For the ePaper, use the “Text view” or “Article mode” to increase readability. If you need delivery accommodations (for example, specific placement due to mobility concerns), add detailed instructions in your delivery notes via the Help Center so carriers can see them.

Privacy and data options (including access and deletion requests under applicable laws) are linked from the footer of usatoday.com under “Privacy” and “Your California Privacy Rights.” To protect your account, enable two‑factor authentication if offered in your region, use a unique password, and contact support immediately if you see unfamiliar logins or subscription changes. Customer Care will verify your identity before discussing billing or making changes.

Escalation path for unresolved issues

If your issue isn’t resolved on first contact, ask the agent to document a case number and summarize the agreed action and timeline in the ticket. Keep screenshots of chats or confirmation emails. For delivery complaints, include dates, whether credits were issued, and any carrier notes so the next agent has full context.

Escalate by replying to the confirmation email for your case or returning to the Help Center and providing the case number in a new chat/phone session. For billing disputes on your credit card, it’s usually faster to resolve directly with Customer Care; however, your card issuer’s dispute window (often 60 days from the statement date in the U.S.) applies if you cannot reach a resolution. Always attempt a documented resolution with customer care first—the record will help any further escalation.

Quick reference

Primary self-service and support live at help.usatoday.com, account controls are at account.gannett.com, and the ePaper is at epaper.usatoday.com. Sign in first to see the right phone number and hours for your ZIP. Have your account number, delivery ZIP, and a recent invoice ready to speed up service.