How do I access the My Account Portal?
Go to https://portal.earthlink.net and login with your account email address and password. If you have never used the My Account Portal, you will need to click on the Register Your Account Now button to create your account profile.
How can I view my invoice online?
Login to the My Account Portal and click on Billing Information under the Quick Links navigation menu.
You will be able to view your current balance, previous balances, one-time payments, and adjustments.
Why is my billing overview showing a $0 amount due?
If your credit card or bank payment has been processed and there are no current pending charges, your current balance will show as $0. No further action is required.
How can I make a one-time payment without signing into the My Account Portal?
You can make a one time payment using our Make a Payment site.
- Visit https://pay.earthlink.net
- Select a method to identify your account. [Phone number and address or Account number] and click the Verify button.
- Follow the directions to Verify your account.
- Once your account is verified, you can use a credit card or bank draft (ACH) to make a one time payment on an account.
Why was my payment rejected?
If you pay by credit card, a rejected payment usually means that either your credit card is no longer valid or has reached its limit (insufficient funds).
Whatever the reason for the rejected payment, you have a few options.
- Attempt to make another one-payment using a different credit card.
- In the My Account Portal, click on the Billing Information option in the navigation menu and change your method of payment (for example, use a different credit card).
- Mail a check or money order to: EarthLink Inc., PO Box 790216, St. Louis, MO 63179-0216. Please write your account number on the memo line.
How do I update my method of payment?
- Log into the My Account Portal
- Click on Billing Information in the Quick Links/Navigation menu
- Scroll down to Payment Method and click Manage Payment Methods
- Click the Add New Payment Method and fill out the form with your new credit card number, expiration date and CSV number and proper billing address
- Agree to the Automatic Payments Authorization terms.
- Click Save
Questions? Start a live chat, text 833-458-4360 or call 888-327-8454 to reach a Support Expert.
How do I make a one-time payment if I'm logged into the My Account Portal?
Fiber/DSL Products:
- Log into the My Account Portal and click Make a Payment
- Under the Billing
Overview, you will see your current balance listed
- Use the One Time Payment and Choose Payment Method sections to pay your current amount due.
- Click Continue to submit your payment
- You will see a confirmation page once your payment has been
accepted.
Special note for Wireless Home Internet Customers:
Questions? Start a live chat, text 833-458-4360 or call 888-327-8454 to reach a Support
Expert.
What is my billing cycle date?
Your billing starts
the day you activate your service, and each billing cycle is a total of 30 days. A billing cycle is recurring and is most
often set to repeat monthly.You can make your
payment anytime on or before the due date.
Can I change my billing cycle date?
Yes, you can change your billing cycle date. Your next invoice will include a prorated charge to offset the amount you would normally be charged between your old cycle date and new cycle date
Scenario 1:
Today (2/14) is your invoice bill cycle date and we changed your invoice bill cycle to 2/21.
You will be billed your normal charge on 2/21. In addition, you will be billed a prorated charge to cover 1 week (2/14 – 2/21) on 2/21.
Scenario 2:
Today (2/14) is your invoice bill cycle date and we change your invoice bill cycle to 3/7
You will be billed your normal charge on 2/14. You will be billed a prorated charge on 3/7 which will be reduced by 1 week (a credit from 3/8 – 3/14) on 3/7.
Scenario 3:
The invoice bill cycle date is the 24th. You contact us on the 3rd of the month and request to change the bill cycle to the 6th of the month.
Having been billed on the 24th your account is paid in advance until the 23rd of the next month. On the 6th (3 days later) you will be billed a prorated charge to cover next month’s charges from the 24th through the 5th. From that point forward you will receive an invoice, on the 6th of the month.
If you need to change your invoice bill cycle date, you will need to speak with one of our Support Experts. Start a live chat, text 833-458-4360 or call 888-327-8454 to reach a Support Expert.
Where can I get assistance with service/support questions?
I already sent in a payment. Why did I receive another invoice in the mail?
If you are receiving a paper invoice in the mail, postal delays may result in our not receiving or processing your payment prior to sending out the second notice.
Get up-to-the-minute information about your current balance in the My Account Portal. Or start a live chat or contact our Support Experts at 888-327-8454.
I canceled my account recently. Why did I
receive another invoice?
You may receive another
bill if:
- You have an unpaid
balance due from prior payment periods. This includes fees associated with
checks that have bounced.
- You account includes services/features that accrue different rates based on usage and were billed after your last
invoice.
- Your cancellation
caused you to incur early termination fees per your agreement with EarthLink.
Questions about
Specific Charges on Your Invoice
What are the fees and taxes on my bill?
Taxes:
Your invoice includes federal, state, and local taxes. These charges vary depending on the taxing statutes and regulations of your state and local area, and the types of Earthlink products/services.
Fees:
The USF (Universal Service Fund) Recovery Fee is a regulatory surcharge assessed for use of the network.
The DSL Reactivation Fee is the cost to reactivate service with the Local Exchange Carrier (LEC). The fee will only be applied when the account has been inactive for 30 days (about 4 and a half weeks) or less.
Installation fees will vary based upon speed.
I recently added a new product to my account. When will I see the charges reflected on my invoice?
When a new product is added to your account after the original sale, this will cause your account to receive prorated charges.
If a new product or service occurs on a day other than the Bill Cycle date, a prorated fee will be applied to the account.
On your next invoice your account will reflect your current service charge in addition to a full month charge and prorated charge for the new product applied.
Please note: some products come with a 30-day free trial. The monthly charge and prorated charge of the new product(s) will be delayed by 30 days (about 4 and a half weeks) and not show in the next billing cycle invoice.
What is the "Partial Month" charge
listed on my invoice?
If you change your account in the middle of the month (like from one service to a different type of service), those charges will be prorated for that month. Some examples of changes that could have a prorated/partial charge include upgrades, adding extra mailboxes beyond
those included in your account, or reactivating your account after the normal
billing cycle.
Note: because your service is billed in advance,
your bill will include the full charge for the upcoming month plus the partial
month charge for the previous month.
What is the shipping and handling charge
listed on my invoice?
Please note that
shipping and handling charges are non-refundable.
How long will it take to see a credit, adjustment or a refund on my invoice?
Fiber/DSL Products:
Credits are applied on the account on the next billing cycle date. You can also choose your credit start date.
Refunds are processed through your current method of payment, regardless of how the original charges were collected.
Note: a credit will not appear as a separate line item but will just show as a reduced monthly fee. (For example, if you normally pay $21.95 per month and receive a $2 credit, your next credit card or bank statement will show a charge of $19.95.)
Questions? Start a live chat, text 833-458-4360 or call 888-327-8454 to reach a Support Expert
Wireless Home Internet (WHI):
If you return the router within 30 days after disconnection you will not be charged a fee.
To receive a refund, including partial data fees, you will need to return the router in good condition. The Activation Fee is non-refundable. Refunds are processed about 7 days after the router is returned.
If you do not return the router within 30 days, you will be charged a non-returned router fee.
If the router is returned in 31-50 days and is in good condition, the non-returned router fee can be refunded.
Refunds for data usage: customers are responsible for the activation fee and the first monthly invoice. We do not offer refunds for unused data in the first month. Unused data after the first month will be refunded.
Having trouble returning your router?
Call us at 866-323-0325 and one of our experts can help.
Where is my refund?
If you make check payments, you’ll receive a check in the mail with a refund.
Note: refund check requests are held for 20 days (about 3 weeks)
from the last payment post-date.
.