On this Support page we address the most frequent questions and issues from subscribers to Update from an Epidemic
Excellent service to our subscriber community is one of our values. We’ll explain some of the intricacies of Substack here, but the most important takeaway is that many issues can be solved in two ways: (1) manage your account and (2) contact us for help with your account.
Manage your account –betsybrownmd.substack.com/account
Contact me: betsyebrown@gmail.com
There’s detailed information about common problems below. Simply scroll down and look for the heading that addresses your concern.
FOR ALL SUBSCRIBERS: FREE, PAID, GIFTS, AND COMPLIMENTARY
What is Substack?
Substack is a service that manages newsletter subscriptions for writers. Update from an Epidemic is hosted on Substack. When you subscribe to Update from an Epidemic, a Substack account is created for you under the email address used to subscribe, if you don’t already have one. If you do have one, and you are a paid subscriber to another Substack newsletter, the credit card information you have on file will be used when your purchase a paid subscriptions to Update from an Epidemic.
How Substack Manages Subscriptions
Substack puts a lot of power in readers’ hands, and it restricts the things we can do because many readers subscribe to more than one publication. This is different than other email services. You will have to do many of the things you may think we would be able to do, although Substack support can help when necessary. We have found it helpful for readers to let us serve as the conduit for many support issues, so remember that email address: betsyebrown@gmail.com. These are the most common issues:
YOUR EMAIL ADDRESS IS YOUR IDENTITY ON SUBSTACK
EVERYTHING on Substack works off of your email address. Your rights to paid content, your billing information, your other subscriptions are all based on your email address. A common cause of confusion is when subscribers have more than one email address, one paid and one free. We recommend users have only one subscription to avoid this confusion, but if you do have more than one, please make sure you are using the one associated with your paid account when trying to access paid content.
LOGGING IN TO YOUR ACCOUNT
If you are a subscriber but, when your go to betsybrownmd.substack.com, you are asked to subscribe, just enter your email address in the subscribe box and Substack will send you an email to log in. YOU DON’T NEED A PASSWORD.
CHANGING YOUR EMAIL ADDRESS
Many subscribers need to change their email address—they move, get a new job, decide to try another email provider—so you will need to keep it current to continue to receive emails from us. However, we can’t change your email address—but you can!
Go to betsybrownmd.substack.com/account
At the top of the page, you will see your email address and an Edit button. Click on the Edit button, enter your new email address, and click on Change email.
IF YOU AREN’T RECEIVING EMAILS
There are two primary reasons for this: (1) emails are disabled, and (2) emails are being “dropped.”
Check first to see if your emails are disabled. Go to betsybrownmd.substack.com/account
Scroll down to Notifications and make sure Posts is enabled. If it isn’t, turn it on and you will again receive emails.
If your emails are being “dropped,” you most likely marked a Substack email, not necessarily from Update from an Epidemic, as spam. Substack disables email addresses that mark Substack emails as spam to protect its deliverability reputation with email providers. If your Post notifications are on but you aren’t receiving emails, contact us at betsyebrown@gmail.com and we will work with Substack support to turn them back on.
FOR PAID SUBSCRIBERS
UPDATING YOUR CREDIT CARD
In Substack, all paid subscription autorenew. That means that when the end of your subscription term arrives, the credit card you used to subscribe will be charged the amount of your subscription ($5/month, $50/year, $150/year for cultivating members).
If you change your credit card during your subscription term, or if a new card is issued with new expiration date, please go to betsybrownmd.substack.com/account and scroll down to Payment Information, click on Edit next to Payment method, and enter a current credit card number. Keeping your payment information current will prevent lapses in your subscription.
CHANGING YOUR SUBSCRIPTION PLAN
If you want to change your subscription plan from or to monthly, yearly, or cultivating, click on Change next to Plan under Subscription and choose the plan you want.
PLEASE DO NOT DISPUTE CREDIT CARD CHARGES from Update from an Epidemic with your bank
When your yearly or monthly subscription renews, you might see an unfamiliar notation for “BBrown” “Substack,” “Update” or a series of ten numbers on your bill. (The charge sometimes issues from San Francisco or California). THIS IS NOT FRAUD. If you have a question, email us at betsyebrown@gmail.com please.
Whatever you do, please, please, please: DO NOT DISPUTE OR CANCEL THROUGH YOUR BANK!They charge us onerous fees when you do so. We are happy to help you if you can’t figure out how to adjust your subscription. We have never refused anyone a refund.
Experts in credit card fraud urge consumers to work with the vendor before disputing a charge. We have found that most disputes are in error because the charge was not recognized.
CANCELING YOUR SUBSCRIPTION
If you no longer want a paid subscription to Update to an Epidemic go to: betsybrownmd.substack.com/account
Scroll to the bottom of the page where you will fink a link to cancel your subscription. You’ll have a choice of pausing or cancelling your subscription. If you cancel, you will remain a paid subscriber until your current subscription term ends.
If you prefer, write to betsyebrown@gmail.com and ask us to turn off autorenew on your subscription.
OTHER QUESTIONS
The sections above address the issues subscribers are having most commonly. If you need have a situation that isn’t addressed here, write to betsyebrown@gmail.com.
What’s the difference between a free and paid subscription?
Most posts from Update from an Epidemic are sent to all subscribers regardless of the type of subscription they have.
If you are concerned you are not receiving the newsletters, please write right away at betsyebrown@gmail.com and we will help solve the issue.
We want ALL of our subscribers to receive every email they should.
Paid subscribers help make Update from an Epidemic happen! It keeps me motivated to continue.
Thank you for your support. We’re really glad you’ve chosen to be part of this community.
With gratitude,
Betsy Brown MD