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Account support and general questions: info@defector.com

Press inquiries: press@defector.com

Advertise with us: jasper@defector.com

Report technical issues: bugs@defector.com

FAQ

If your question isn’t listed below, please reach out to our customer service team at info@defector.com. Thank you for your support!

I can’t find where on the site to subscribe.
You can follow this link to subscribe. Alternatively, you can click the floating “D” icon in the lower right corner of the page, or open the menu in the top right corner.

Note: some ad-blockers may block the floating “D” icon, so you may need to disable it if you do not see the icon.

I want to buy a gift subscription for someone else.
If you do not already have an account, you will need to create a free account with your email address in order to buy a gift subscription. Once you have created your account, you can follow this link to give a gift subscription.

I’m being asked to sign in to comment, even though I’m already signed in.
Our development team is aware of this issue, and is working on a fix. For now, on your desktop, try a hard refresh: Control + Shift + R on PC, or Command + Reload on Mac. If on mobile, try closing the site and quitting your web browser before going back to the site.
If the issue persists, email our customer service team at info@defector.com.

I can’t find my account, or I’m being told I haven’t paid when I already did.
Some readers have had this issue when logging in with a second email address, so first confirm that you are logged in with the address you used to pay for your subscription. If the issue persists, email our customer service team at info@defector.com.

I’m having trouble resetting my password or getting the site to load.
As we continue to update the site, our development team pushes out frequent fixes, and you may be caught in between versions. On your desktop, try a hard refresh: Control + Shift + R on PC, or Command + Reload on Mac. If on mobile, try closing the site and quitting your web browser before going back to the site.
If the issue persists, email our customer service team at info@defector.com.

I would like to change my subscription level.
You can change your subscription plan by following this link. Alternatively, you can click the floating “D” logo in the lower right corner of the screen, click “Manage Subscription”, and select “Switch Plan”. There is a known issue where some subscribers are only given the option to upgrade their subscription at the next billing cycle next year. If that is the case for your account, please email support@trypico.com and we will upgrade you in the system.

Note: some ad-blockers may block the floating “D” icon, so you may need to disable it if you do not see the icon.

I would like to cancel my subscription.
You can unsubscribe by following this link. Alternatively, you can click the floating “D” logo in the lower right corner of the screen, click “Manage Subscription”, and select “Stop Subscribing”.

Note: some ad-blockers may block the floating “D” icon, so you may need to disable it if you do not see the icon.

I would like to change my commenter name.
Unfortunately, we aren’t able to change your username right now, as the default of the commenting system we use is that it’s set in stone – we’ll have to build out the solution to allow for name changing. That is on the product roadmap, so please sit tight for now, and thank you for your patience!

I’m getting an error when trying to use my credit card.
We’ve been working with Stripe on processing errors, and what they’re seeing as a Status Code 402 is that the cards are being blocked due to “unusual activity”. These are representing ~0.2% of attempted transactions so far, which is below the threshold at which Stripe initiates actions with credit card companies to resolve.
We recommend retrying using a different card, or waiting a day or two to use the same card again. If you cannot use a different card or continue to run into any issues, please let us know and we can look into it further.

I entered my credit card information incorrectly, and now I can’t change it.
To fix this, you’ll need to re-add your card. You can do this by following this link. When the menu opens, select “Subscribe”. On the “Subscribe” page, you will be able to see the payment method and select “Change payment method”. On the following screen, you’ll be able to add a card, and you can enter the correct information for your card there. Once the card is set up, you should be able to subscribe properly and get in.