📌 Frequently Asked Questions (FAQ) – Subscriber Support

🔐 Account & Login Issues

How do I log into my account?
- Click on the Login link on the far right of the top red horizontal menu.
- Enter your username or email address.
- Enter your Password.
- Click on Sign In.
I forgot my password. How can I reset it?
- Click on the Login link on the far right of the top red horizontal menu.
- Click on the Forgot Password? Link.
I forgot my username/email. What should I do?
- Click on the Forgot Password? Link.
- Click on the Email Reset Link and follow the instructions.
I never received my activation or confirmation email. What should I do?
- Check spam/junk folders, or request resend after waiting at least 5minutes.
Why am I being logged out automatically?
- The site will log you out if you have not been on it for a couple of weeks or if you are on a different device.
Why can’t I log in even though my password is correct?
- Common causes: If your subscription is Expired you have limited access to the site.
- You may need to reload the page or clear your cache. (Click here to learn how to clear your cache).
- You may need to update your Browser.
How can I update my login email or password?
- Once you are logged in, click on the My Account link
- Click on Account details.
- Enter your updated information.

How do I update my payment information?
- Once you are logged in, click on the My Account link
- Click on Payment Methods
- Add your updated information.
I was charged but I can’t log in. What now?
- Reset your username or password
- If that does not work call our customer support at 540-389.-9355
Why was my payment declined?
- Common reasons: bank issues, expired card, address mismatch.
How can I see my billing history or invoices?
- Click on My Account and select Subscriptions.
What happens if my payment fails or is late?
- You will have limited access to the site until the problem is resolved.

What does my subscription include?
- Digital access, archive access, newsletters.
- You have full access to all of Mountain Media, LLC and Virginia Media, Inc websites. (Your login information will work on all sites.)
- You have full access to our State and National web sites
Why can’t I view certain articles?
- Subscription is Expired
Is there a mobile app or how do I access the site on my phone?
- On Android phones, search for the newspaper and open it. At the top right there are 3 vertical dots. Click on the dots and select Add to Home Screen. This will create an icon on your screen that you can use as an app.
- On an iPhone, search for the newspaper and open it. At the bottom center of your phone click on the square box with an up-arrow icon. This will create an icon on your screen that you can use as an app.

I’m seeing a ‘subscription expired’ message, but I just paid.
- May require refresh, payment sync delay, or support contact.
The payment form won’t load or submit.
- Update your browser.

How do I contact customer service?
- 540-389.-9355hours of operation are 9am to 4pm M-F.
- customerservice@ourvalley.org

Is my personal and payment information secure?
- We do not store you payment information.
How often will I be billed?
- Depending on your selections you may be billed Monthly, yearly, or quarterly.