EarthLink's My Account found in the EarthLink Customer Portal is your one-stop-shop
for handling your account and services with EarthLink. The site is available 24
hours a day, 7 days a week, so you can:
- See your current balance
- View a past or current
invoice
- Make a one-time
payment
- Update your automated
payment information (e.g. credit card number or expiration date)
- Update your contact
information
- Add on services
- And more!
Questions? Use Contact Us start a live chat, text 888-441-9144.
Is AutoPay required?
Yes,
for new service plans. A credit card or debit card for AutoPay, plus Paperless
Billing, is required for all new service plans. Our Fiber plans include
Unlimited Data, so you will never pay an overage charge. Your bill stays
consistent, and we will tell you 30 days in advance of any price change.
How can I view my invoice online?
You can view current and past invoices in the My Account
Portal or in the myEarthLink App (iOS and Android).
- Go to portal.earthlink.net
and sign in.
- Click Billing
Information in the menu.
- Click View
Invoices.
You will see your current balance, previous balances,
one-time payments, and adjustments.
Questions? Use Contact Us to Start a live chat, text 888-441-9144.
Why is my invoice showing a $0 balance?
Your
credit card or bank payment has
been processed. No further action is
required.
Questions? Use Contact Us to Start a live chat, text 888-441-9144.
How can I make a payment using Bank Draft (ACH) or a Credit Card?
You
can pay your invoice online quickly and easily using two different methods:
You can pay online in two ways.
Method 1: Guest Pay
- Go to pay.earthlink.net.
- Choose
how to identify your account: phone number and address, or account number.
- Select
Continue.
- Enter
your information to verify your account.
- Enter
the payment amount.
- Select
your payment method: credit or debit card, or Bank Draft (ACH).
- Select
Continue.
- Enter
your card or bank details.
- Enter
your billing address. For an address outside the U.S., select International.
- Read
the disclaimer and select I've read and agree.
- Select
Continue.
Method 2: EarthLink Customer Portal
- Go to portal.earthlink.net.
- Select
Sign In at the top right of the page.
- Select
Make a Payment under Quick Links.
- Select
your payment method: credit or debit card, or Bank Draft (ACH).
- Select
Continue.
- Enter
your card or bank details.
- Enter
your billing address. For an address outside the U.S., select International.
- Read
the disclaimer and select I've read and agree.
- Select
Continue.
You can also manage your payment method in the portal.
Please keep a valid payment method on file so your service is not interrupted.
We support debit and credit cards, Bank Draft, and ACH, but do not accept cash.
All payments must be made in U.S. dollars.
Questions? Use
Contact Us to Start a live chat, text 888-441-9144.
Can I make a partial payment before my bill due date?
Yes you can. Customers may pay any portion of their upcoming invoice and the remaining balance on their due date.
- If
your balance is $0.00 and you want to pay ahead of your next bill, the
limit is $50.00.
- A
partial payment does not change your due date.
- A
partial payment on an existing balance does not stop a suspension or
disconnection.
- Late
or partial payments, even if marked "Paid in Full," do not
remove EarthLink's right to collect the full amount due.
If you pay by card, a rejected payment usually means the
card is no longer valid or has reached its limit. Your bank or card company may
also charge you a fee. EarthLink is not responsible for those fees. A returned
or declined payment may also carry a fee from EarthLink (see the fees table
below).
You have two options in My Account:
- Change
your payment method, for example to a different card.
- Make a
one-time payment with another card.
Yes. Bank Draft is eligible for AutoPay setup, along with Credit and Debit Cards.
All
new services require a credit card, debit card, or bank draft for Auto Pay setup. Payment will be
processed at the start of each billing cycle.
If you were set up for Check Pay before this policy, mail
your check or money order to: EarthLink Inc., PO Box 790216, St. Louis, MO
63179-0216. Please write your account number on the memo line. Your payment
must arrive by the due date on your invoice. A processing fee applies each time
you pay by check. Your check may be processed electronically, so your account
may be debited the same day we receive it, and your check will not be returned
with your bank statement.
How do I update my method of payment?
- In the
menu on the left, click Billing Information.
- Scroll
to Payment Method and click the Edit icon.
- Enter
your new card number, expiration date, security code, and billing address.
- Click Save
Changes.
- Your
new card will now show in Billing Information.
Questions? Use
Contact Us to Start a live chat, text 888-441-9144.
How do I make a one-time payment?
Fiber Internet:
- Log into EarthLink Customer Portal:
- Go to https://portal.earthlink.net and login with your account information.
- Click on "Make a Payment" in the left navigation menu
- Follow the steps to make a one time payment
You will see a confirmation page once your payment has been
accepted.
5G Home Internet:
EarthLink 5G Home Internet is a pre-paid service. You must provide a credit card to purchase
the service and for auto debit of your monthly services. To make a one-time
payment or change your credit card on file, visit EarthLink Customer Portal.
Questions? Use
Contact Us to Start a live chat, text 888-441-9144.
For further information on how to make a one-time payment, review our support article.
What is my billing cycle date?
Your billing starts
the day you activate your 5G Home Internet service or EarthLink Fiber/Internet is installed. 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/bill due date?
Yes, for Fiber ONLY. Your next invoice will include a prorated charge to cover the days between your old and new cycle dates. Here are three examples:
|
Example
|
What happens
|
|
Today (2/14) is your bill date. It is changed to 2/21.
|
On 2/21 you pay your normal charge plus a prorated charge
for 1 week (2/14 to 2/21).
|
|
Today (2/14) is your bill date. It is changed to 3/7.
|
You pay your normal charge on 2/14. On 3/7 you pay a
prorated charge, reduced by a 1-week credit (3/8 to 3/14).
|
|
Your bill date is the 24th. On the 3rd you ask to change
it to the 6th.
|
You were billed on the 24th, so you are paid through the
23rd of next month. On the 6th, 3 days later, you are billed a prorated
charge for the 24th through the 5th. After that, your invoice comes on the
6th each month.
|
Questions? Use Contact Us to Start a live chat, text 888-441-9144.
Does EarthLink allow Payment Extensions?
We offer a split pay option, which lets you divide your
invoice into smaller payments within your billing cycle. For customers who need
more support for managing payments, we partner with FlexPay, a third-party
payment service.
Questions? Use Contact Us to Start a live chat, text 888-441-9144.
Where can I get assistance with service/support questions?
I already sent in a payment. Why did I receive another invoice?
Due to postal delays, we might not receive or process your
payment prior to sending out the second notice.
Get up-to-the-minute
information about your current balance at My Account.
Additional Questions? Use
Contact Us to Start a live chat, text 888-441-9144.
I canceled my account recently. Why did I
receive another invoice?
You received another
bill because:
- You have an unpaid
balance due from earlier billing periods. This includes fees associated with
checks that were returned.
- Some charges
that change every month 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
Your invoice includes federal, state, and local taxes. These
vary by state and local area and by the type of EarthLink product or service.
Amounts shown as "up to" may be lower on your account.
|
Fee
|
What it covers
|
Amount
|
|
USF (Universal Service Fund) Recovery Fee
|
A regulatory surcharge for use of the network
|
Shown on your invoice
|
|
Service Fee (administrative and support fee)
|
Benefits such as 24/7 support by chat and text, and
U.S.-based support when requested
|
Up to $6.00 per bill
|
|
Installation fee (Fiber/Internet)
|
One-time fee to install EarthLink Fiber/Internet
|
Varies by speed and territory, up to $400.00
|
|
Processing and Handling fee (5G Home Internet)
|
One-time fee for shipping your modem/router (2 business
days) and setting you up on the network. Non-refundable
|
Up to $400.00
|
|
Router lease
|
Monthly lease of each router
|
$15.00 per month, per router
|
|
Reactivation fee (Fiber/Internet)
|
Reactivating service with the local exchange carrier after
a suspension
|
Shown on your invoice
|
|
Late payment fee
|
Charged when we do not receive your payment on time
|
Up to $10.00 per bill
|
|
Returned or declined payment fee
|
Returned checks, bank drafts, declined card charges, and
card charge backs
|
Up to $30.00 per check or transaction
|
|
Convenience fee
|
Charged when you ask our support team to take a one-time
payment. Some exclusions apply
|
Shown on your invoice
|
|
Early termination fee
|
Applies if you cancel during your subscription period. Not
charged on 5G Home Internet, which is month to month
|
Up to $400.00
|
|
Non-returned equipment fee
|
Equipment not returned within 15 days of cancellation
|
Up to $400.00
|
|
Add-on data (select 5G plans)
|
Extra high-speed data before your next billing cycle.
Purchased data expires at the end of the current billing cycle
|
Shown at purchase
|
Some charges may come from other companies, such as online
services or subscriptions you buy on the Internet. Those are billed separately,
and you are responsible for them and their taxes.
If you schedule an installation and the technician cannot
enter your home or business for any reason, you will still be charged the
installation fee.
I recently added a new product to my account.
When will I see the charges reflected on my invoice?
When you add a product after your original sale, your
account receives prorated charges. If the product is added on a day other than
your bill cycle date, a prorated fee applies.
Your next invoice will show:
- Your
current service charge
- A full
month charge for the new product
- A
prorated charge for the new product
Some products include a 30-day free trial. For those, the
monthly and prorated charges start 30 days later (about 4.5 weeks) and will not
appear on your next invoice.
Prorated charges do not apply to:
- A
simple bill plan change
- Account
downgrades
What is the "Partial Month" charge
listed on my invoice?
If you change your account or service type in the middle of the
month, that month's charges may be prorated. Examples include upgrades, adding
extra mailboxes beyond those included in your account, and reactivating your
account after your normal billing cycle.
Because service is billed in advance, your bill will show
the full charge for the upcoming month plus the partial month charge for the
previous month.
What is the Processing and Handling Fee charge
listed on my invoice?
This It
is a one-time fee for shipping your modem/router (2 business days) and setting
you up on the network so you get an Internet signal at your location.
Processing and Handling fees are non-refundable
.
How long will it take to see a credit, adjustment or a refund on
my invoice?
Fiber Internet
- Credits
are applied on the date they are issued and show on your next billing
statement, as a separate line item.
Refunds go back to your current method of
payment, no matter how the original charge was paid. They are usually processed
in 2 to 3 business days. Your bank may take longer to show the credit.
Questions? Use
Contact Us to Start a live chat, text 888-441-9144.
5G Home Internet
- To
receive a refund approved at cancellation, you must return the router in
good condition.
- The
Processing and Handling fee is non-refundable.
- Refunds
are processed about 7 days after we receive the router.
- Return
the router within 15 days of disconnection and you will not be charged a
fee.
- If you
do not return it within 15 days, you will be charged a non-returned router
fee.
- If you
return the router in good condition between 15 and 45 days, the
non-returned router fee can be refunded.
- We do
not refund unused data. You are responsible for the Processing and
Handling fee and the first monthly invoice.
Having trouble
returning your router? Questions? Use Contact Us to Start a live chat, text 888-441-9144. What are the steps to return a Modem/Router to EarthLink?
We've eliminated the need to print labels or find packing material!
- Customers will receive an email from service@email.earthlink.net
- The email will include a QR code instead of a shipping label
- Please bring the Modem/Router and associated cords/cables to a participating Staples or The UPS Store
- Locations will package and ship the equipment. Suggested drop-off locations will be included in the return email.
Where is my refund?
- Card
and bank draft payments are refunded to the method of payment on your
account. This takes 2 to 3 business days in our system. Your bank may take
longer.
- If you
pay by check, you will receive a refund check in the mail. Refund check
requests are held for 20 days (about 3 weeks) from your last payment
posting date.
When will my services be restored after making a payment?
|
Fiber/Internet
|
5G Home Internet
|
|
Suspended service
|
Restored within 24 hours after your balance and
Reactivation Fee are paid. The fee is required to start the automatic Resume
process
|
Restored within 24 hours after your balance is paid.
|
|
Disconnected service
|
After your balance and Reactivation Fee are paid, a new
service can be installed
|
After your balance is paid, your connection can be
reestablished.
|
A reinstatement fee may apply when an account that was
suspended for non-payment is reactivated.
Will my EarthLink service plan incur price increases/changes?
Fiber/Internet: Prices are locked for your subscription period (1yr/2yr terms). EarthLink has no scheduled
price changes. Any price change is usually made company-wide.
5G Home Internet:
EarthLink has no scheduled price changes. This is a
month-to-month service with no annual subscription. Any price change is usually
made company-wide.
For both, we will notify you at least 30 days before any
change to price or fees. We send the notice on your online bill statement. We
may also tell you by phone on a recorded line, by mail, by email to your
Contact Email Address, or by a posting at www.earthlink.net/tcs.
If you are a customer that is part of a recent price change please check your previous invoice for our message. Q
uestions? Use Contact Us to Start a live chat, text 888-441-9144.
Disputes, Late Payments and Credit
What if I think the charge on my bill is wrong?
Please tell us within 30 days of the billing date. Charges
are considered valid unless you dispute them in writing within 30 days. We
cannot adjust charges disputed more than 30 days after the billing date. Questions?
Use Contact
Us to start a live chat, or text 888-441-9144.
What happens if I pay late?
A late payment fee may be added for each bill not paid in
full by the due date. If you fall behind, your service may be suspended or
canceled. If you pay a third-party provider for your service and that account
is behind, your service may also be suspended.
What if my account goes to collections?
If EarthLink uses a collection agency or takes legal action,
you agree to pay the collection costs. These may include reasonable attorneys'
fees and agency fees, up to 25% of the amount owed, where the law allows.
Why does EarthLink keep my payment information?
We store your payment details for future use. Please give us
accurate billing information (legal name, address, phone number, and card or
bank details) and tell us right away if anything changes.
Questions? Use Contact
Us to start a live chat, or text 888-441-9144.
Domain Name Fees
What do I pay for a domain name?
You pay the current registration and renewal fees in the
EarthLink price schedule for the service you chose. All domain fees are
non-refundable, even if your domain is suspended, canceled, or transferred
before your registration term ends. EarthLink may change renewal fees with 30
days' notice.
How do I change the payment method for my domain?
Contact EarthLink at least 60 days before your registration
expires. Otherwise, your original payment method will be billed.
What if the card on file has expired?
Give us a valid card or another payment method we accept
before your registration expires. If we do not have valid billing information
by then, your domain will not be renewed.
Questions? Use Contact
Us to start a live chat, or text 888-441-9144.