Milwaukee Journal Sentinel — Customer Service: Expert Guide

Overview and institutional context

The Milwaukee Journal Sentinel (trade name often abbreviated MJS) is the primary daily newspaper serving Milwaukee and southeastern Wisconsin. Its lineage traces to the Milwaukee Sentinel, founded in 1837, and the Milwaukee Journal, founded in 1882; the two papers consolidated editorial and business operations under the Milwaukee Journal Sentinel brand in 1995. Today the site and digital products operate under the jsonline.com domain and are part of the wider Gannett network of local news organizations.

Understanding MJS customer service means separating three customer groups: print subscribers (home-delivery), digital subscribers (jsonline.com accounts and mobile apps), and commercial customers (advertising, classifieds, legal notices). Each group has overlapping but distinct policies, response channels and escalation paths; this guide walks through practical, operational steps for each so you get fast resolutions and know when to escalate.

Primary channels and how to use them

The single most reliable entry point for most issues is the MJS customer portal on jsonline.com: click Account > Help (or visit the site footer for “Customer Service” links). The portal centralizes subscription management, payment updates and account-specific messaging. For billing and delivery problems tied to a specific subscription number or address you will typically need to use that portal or the designated subscription phone line shown there.

For newsroom matters (corrections, reporter contacts, tip lines), use the “Contact” or “Newsroom” links on jsonline.com; for press or legal notice inquiries, look for dedicated advertising/classifieds contact pages. Using the correct channel at the outset shortens resolution time by avoiding hand-offs between circulation, digital support and advertising teams.

What to prepare before you call or write

• Account identifiers: subscription/account number, email on file, billing ZIP code, delivery address (exact street and ZIP).
• Dates and specifics: date of missed paper(s) or failed charges, screenshots of error messages, copy of a bill or renewal notice, and the device/browser/app version if reporting a digital issue.
• Desired outcome: refund, replacement delivery, account credit, correction in print, or escalation to a manager—state this at the start to speed routing.

Subscriptions and billing — practical steps

Most subscription actions can be completed in-account: update payment method, pause service, change delivery address, or cancel. If you have a print + digital bundle, each component may show separately in the account portal; verify both billing lines before canceling to avoid unintended loss of digital access. Keep screenshots of successful updates or cancellation confirmations as proof — these are commonly requested when disputes arise.

When contesting a charge, document the PO or invoice number and the date posted to your card. Expect customer-service timelines of 3–10 business days for billing research; if a promised refund has not posted in that window, ask for escalation to a supervisor and request a written confirmation (email) of the decision and the expected refund posting date.

Missed-delivery and print-quality issues — step-by-step

• Report immediately via the customer portal or the “Report a Missed Delivery” link on jsonline.com: include your delivery address, the dates missed, and whether neighbors were affected. Fast reporting (within 24–48 hours) yields quicker credits or replacement deliveries.
• If a replacement delivery is impractical, request a pro-rated credit or refund for the missed copies; ask for the credit amount to be specified in dollars on the confirmation. Keep the confirmation email as evidence if charges reappear.
• For chronic delivery problems (more than 3 misses in a 30-day period), request an investigation into your carrier route and ask to be moved to a different carrier or to have delivery re-routed; this typically involves escalation to circulation management and can take 5–14 business days.

Digital access and technical troubleshooting

Common digital issues include login failures, account recognition mismatches, and app crashes. First-line troubleshooting: clear browser cache, try an incognito/private window, ensure the app is updated to the latest version from the Apple App Store or Google Play, and use the “Forgot password” flow to reset credentials. If account email changed due to a name change, have proof of identity (last four of billing card, subscription number) ready to validate ownership with support.

For persistent technical problems, document exact error messages and timestamps, the device model, OS version and app version. Provide that to digital support via the customer portal or the designated digital-help email on jsonline.com. Technical teams typically respond within 24–72 hours for account lockouts and 5–10 business days for bug fixes requiring development work.

Advertising, classifieds and newsroom interactions

Businesses seeking display advertising or classified placements should use the Advertising link on jsonline.com for rate cards, insertion orders and deadlines. For legal notices (public notices required by law) use the “Legal Advertising” or Classifieds section to access rate schedules and publication dates; deadlines are strict — often 2–3 business days before the requested publication date — so confirm receipt and publication proof (affidavit of publication).

Corrections and clarifications to news content should be routed to the corrections or reader services contact in the newsroom; requests should identify the article, date, and precise error with supporting evidence. Expect a formal correction or clarification within a business-specified policy window (newsrooms commonly review and respond within 5–7 business days, though timing varies by editorial process).

Escalation, dispute resolution and consumer protections

If standard customer service does not resolve the issue, ask to escalate to a manager and get a written timeline for resolution. If escalation fails, you can file a complaint with consumer protection bodies: the Better Business Bureau (BBB) and, depending on the chargeback or bank dispute, your card issuer. Maintain all correspondence and timestamps to support disputes; banks often require evidence of attempted resolution with the merchant.

For journalistic concerns (ethical breaches, conflicts of interest), contact the newsroom editor or standards/ethics contact; if unresolved, consider external outlets such as the Wisconsin Press Association or national press-ethics organizations. Using the correct escalation channel and providing clear documentation are the fastest ways to get binding answers and, when appropriate, financial remedies.

What is the phone number for the news journal?

You can cancel at any time by calling Customer Service at 1-800-801-3322. Residents living in California, Georgia, Maine, New York, Oregon, Vermont, and Virginia can cancel online by visiting their Account Management page once logged in to the website.

How do I contact the Milwaukee Journal?

How do I contact Customer Service? To get help with your account or subscription, call 1-844-900-7103 or chat online here.

Where is the Milwaukee Journal Sentinel headquarters?

Driving directions to Milwaukee Journal Sentinel, 333 W State St, Milwaukee – Waze.

How do I cancel my Milwaukee Journal subscription?

You can opt out of Premium Editions at any time by contacting customer service at 1-844-900-7103. If you do not contact us to opt out of Premium Editions, your receipt and acceptance of the Premium Editions constitutes your consent to these charges and these terms. The full list of Premium Edition dates is below.

Who owns the Milwaukee Journal Sentinel?

Gannett Co., Inc.
This site is part of the USA TODAY Network and is owned and operated by Gannett Co., Inc.

How do I contact a journal?

For very specific questions relating to the journal you have chosen to publish in, please visit the respective journal’s homepage. There, click “Contact the journal” to find the journal’s team. You can find colleagues who will answer your specific submission, manuscript status, and peer review related questions.