| Information |
Why it matters |
| Account email |
Locates the subscription |
| Subscription type |
Separates digital, print, gift, and lifetime plans |
| Country/edition |
Separates U.S., Canada, and international support |
| Charge date and amount |
Supports charge review |
| Renewal notice |
Supports renewal complaints |
| Cancellation attempt |
Supports charged-after-cancel complaints |
| Confirmation email |
Shows cancellation status |
| Delivery address |
Supports print delivery complaints |
| App-store receipt |
Supports app-store billing |
| Shop order number |
Supports merchandise cases |
| Screenshots |
Shows account, app, or access problem |
| Support ticket |
Supports escalation |
For billing complaints, lead with charge date and account email. For cancellation complaints, lead with cancellation proof.
Cancellation and Subscription Billing Complaints
The Epoch Times help center says U.S. subscribers can cancel from the profile page or by calling 1-833-699-1888. The terms say cancellation becomes effective at the end of the current billing period, future payments stop, and services continue for the remainder of the current billing period unless the subscriber requests immediate termination.
Use this table:
| Billing issue |
Complaint focus |
| Need to cancel |
Ask for cancellation confirmation and final access date |
| Charged after cancellation |
Provide confirmation and charge date |
| Renewal charge disputed |
Provide renewal notice and charge date |
| Lifetime digital subscription issue |
Ask about immediate termination effect |
| Gift subscription issue |
Provide purchaser and recipient details |
| Multiple subscriptions |
Ask support to identify each active plan |
| App-store subscription |
Use app-store billing route if applicable |
Ask support to confirm subscription status, cancellation status, final access date, and whether future charges remain scheduled.
Refund and Error-Charge Complaints
The Epoch Times Terms of Service say no refunds are issued on products, purchases, gifts, or unused subscription days. The same terms say if a customer believes The Epoch Times charged in error, the customer must contact The Epoch Times within 30 days of the charge.
Use this table:
| Refund issue |
Evidence |
| Erroneous charge |
Contact date within 30 days, charge record |
| Charged after cancellation |
Confirmation email and charge date |
| Duplicate charge |
Both charge records and account email |
| Unused current period |
Ask for written policy explanation |
| Gift subscription refund |
Gift receipt and policy question |
| Lifetime subscription termination |
Ask whether immediate termination applies |
A realistic complaint should ask for erroneous-charge review and written policy explanation, not assume that cancellation creates a refund.
Digital Access, App, and Account Complaints
The Epoch Times contact page directs subscription, technical support, website, app, and online content questions to the Help Center. Customer service is also available by phone, live chat during business hours, and the Submit a request form for non-cancellation requests.
Use this table:
| Access issue |
What to include |
| Cannot read subscribed content |
Account email, article URL, screenshot |
| App login problem |
Device, app version, account email |
| Password reset issue |
Account email and reset attempt |
| Digital newspaper not received |
Email address and date |
| Account profile not showing subscription |
Account email and receipt |
| Reader perks issue |
Membership details and screenshot |
Ask support to confirm whether the issue is account identity, subscription entitlement, email delivery, app behavior, or password reset.
Print Delivery, Canada, and International Complaints
The U.S. print subscription page says print includes weekly home delivery, digital newspaper by email every weekday, unlimited digital access, and weekly digital magazines. Canada has a separate help center and customer service number. International bureau or edition complaints should use the correct regional help center.
Use this table:
| Issue |
Route |
| U.S. print delivery |
U.S. customer service |
| Canada subscription |
Canada Help Centre |
| International bureau customer service |
International help route |
| Address change |
Customer portal or support |
| Missed print delivery |
Address, issue date, subscription status |
| Gift subscription delivery |
Purchaser, recipient, address |
If the complaint involves a non-U.S. edition, name the country or edition in the first sentence.
Shop Orders and Merchandise Complaints
The Epoch Times Shop has separate contact and return pages. The shop contact page lists shop@mail.epochshop.com and 1-833-699-1888 for shop customer support, with the same support hours as U.S. customer service. Shop return requests should use the shop support route and order number.
Use this table:
| Shop issue |
Evidence |
| Return request |
Order number and reason |
| Damaged product |
Photos, order number, delivery date |
| Wrong item |
Photos and packing details |
| Shipping problem |
Tracking and address |
| Refund status |
Return authorization and payment method |
| Gift item issue |
Purchaser and recipient details |
Subscription cancellation and shop order returns should be filed as separate complaints.
Privacy and Account Data Requests
Privacy requests should use the privacy route for the relevant Epoch Times site or shop. If a billing or delivery complaint is open, save receipts and support messages before requesting deletion.
Use this table:
| Request |
What to include |
| Access request |
Account email and request scope |
| Deletion request |
Account email and active subscription status |
| Correction request |
Current and corrected details |
| Marketing opt-out |
Email address involved |
| Account security concern |
Date noticed and suspicious activity |
| Shop privacy issue |
Shop order email and order number |
If the goal is to stop billing, cancel the subscription first and then handle privacy deletion.
When to Escalate Beyond The Epoch Times
| Situation |
Escalation path |
Notes |
| Charged after confirmed cancellation |
Customer service follow-up, then payment issuer if appropriate |
Include confirmation and charge date |
| Erroneous charge review needed |
Contact within 30 days |
Include charge record and account email |
| App-store billed subscription |
Apple or Google Play support |
Include app-store receipt |
| Print delivery issue continues |
Customer service follow-up |
Include issue dates and address |
| Shop return unresolved |
Epoch Times Shop support |
Include order number and return authorization |
| Privacy request unresolved |
Privacy route, then applicable authority |
Include request date and account email |
Escalation is strongest when it separates subscription, shop, app-store, and country-specific support routes.
What to Say in an Epoch Times Complaint
Use this script:
"I need The Epoch Times to review a complaint for account [email]. The issue is [digital subscription billing, print subscription billing, cancellation, refund request, erroneous charge, renewal charge, account access, app issue, print delivery, gift subscription, shop order, privacy request, or support delay]. The product and edition are [U.S. digital, U.S. print, Canada, international edition, app-store subscription, gift, shop order, or unknown]. The relevant details are [charge date, amount, renewal notice, cancellation attempt, confirmation email, delivery address, issue date, app-store receipt, shop order number, screenshot, or support ticket]. I am requesting [cancellation confirmation, future-billing stop confirmation, erroneous-charge review, access help, delivery correction, shop return instructions, privacy response, or written policy explanation]. Please confirm the outcome in writing."
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