Frequently asked questions

Where is the My Account page?
A link to your My Account page is in the header menu. 

What devices can I use my subscription with?
A digital subscription allows you access across desktop, mobile and tablet. Subscribers get access to all the important news of the day across all devices.

I’m getting an ‘invalid username or password’ message
Try your email and password combination again. If it still doesn’t work, click on ‘Reset password’ in the login popup window. Enter your email address. Check your email for a password reset link. The link expires one hour after being sent. If you can't find it in your inbox, please check your junk/spam folder.

I’m signed in but still can’t view the full articles
If you can see your My Account details but can't view full articles, it means there is something wrong with your account status. Please check your credit card details are correct and there are sufficient funds in your bank account for the due amount. To update your credit card details, go to My Account: In the ‘Payment Details’ section, click 'Update credit card', type in your new credit card details then click the 'Update details' button.

Can I read articles on the website if I don’t subscribe?
Only subscribers have access to every article.

I'm not receiving my password reset email
Sometimes password reset emails get caught in your spam or junk folders. Please check there. If you can’t find the email, contact us at info@gisborneherald.co.nz

Payments

Are payments secure?
All credit card payments are processed by Stripe. Learn more about Stripe’s security here.

When will I be charged?
Your My Account page displays the next payment due date in the blue box. 

My Account

How do I change my subscription?
Go to My Account. Scroll down to the 'Choose a Plan' section. All available plans will display, including your current plan. Select your new plan by clicking 'Purchase'. A popup window will confirm the amount due. If you choose to upgrade the plan, your credit card will be charged only for the remaining days in the billing period at the new plan rate. 

How do I change my email address?
Go to My Account and click 'Edit your details'. Type in your new email address and click the 'Update' button.

How do I update my credit card details?
Go to My Account. In the ‘Payment Details’ section, click 'Update credit card', type in your new credit card details then click the 'Update details' button. 

How do I cancel my subscription?
Go to My Account. In the 'Your Plan' section, click ‘Cancel subscription’ at the bottom of the box. A dialogue box will ask you to confirm the cancellation. Your account page may remain accessible after the expiry date but you will not be able to view articles.

How do I restart my subscription after cancelling?
Sign in and go to My Account. In the 'Your Plan' section, click ‘Restart subscription’. A dialogue box will ask you to confirm the reactivation.

How do I get more help?
Our customer service team are here to help.
Ph: +64 6 869 0600
Email: info@gisborneherald.co.nz