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CB News The New York Times Complaints #2-21
The New York Times

The New York Times review: New York Times digital

M
Author of the review
8:55 pm UTC
Verified customer This complaint was posted by a verified customer. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

The verification system for digital access does not work reliably. Since The New York Times began promoting multi-user subscriptions with separate sign-ins, I have repeatedly been unable to access the newspaper despite being a paying subscriber.

After dealing with this problem repeatedly, it is my opinion that the verification system is incapable of functioning properly. The problem became serious enough that today I canceled my subscription after approximately 10 years as a continuous subscriber.

The customer-support system compounds the problem. It places the onus on the customer to spend an inordinate amount of time troubleshooting the Times' own access and verification systems, while customer service relies heavily on scripted or automated interactions rather than actually resolving the underlying problem.

I canceled because I could no longer reliably access a product I was paying for—not because I no longer wanted the newspaper.

Desired outcome: Start using phone numbers for subscriber verification instead of email addresses. There’s a reason the industry uses phone verification: it avoids email compatibility problems that prevent paying subscribers from accessing their accounts.

Confidential Information Hidden: This section contains confidential information visible to verified The New York Times representatives only. If you are affiliated with The New York Times, please claim your business to access these details.

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  1. The New York Times Contacts

  2. The New York Times phone numbers
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  3. The New York Times emails
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    620 Eighth Avenue, 9th floor, New York, New York, 10018, United States
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    Sep 17, 2026
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