Summary
EarthLink's My Account site is available 24 hours a day, 7 days a week, so you can complete the following tasks online in just minutes:
For help on understanding your EarthLink invoice, click here.
If you pay for your service by credit card or automatic bank deduction, you can find your monthly invoice in My Account a day after your bill cycle date. The "e-invoice" typically shows a "$0" balance due, meaning that your credit card or bank account has already been charged or debited and no action is required on your part. Here, the e-invoice is just for your records and to provide you with a breakdown of the charges applied to your account. However, if your e-invoice shows an amount due, this means your payment was rejected and you must taken action (see next question).
If you pay by credit card, a rejected payment usually means that either your credit card is no longer valid or it has reached its limit.
This often happens when a card expires, even if a new card is issued. Whenever your credit card information changes, please update the credit card information we have in My Account.
If you pay by automatic bank deduction, a rejected payment usually means that you've either closed your account or that the account has insufficient funds.
Whatever the reason for the rejected payment, you have a number of options.
Because of postal delays, we might not receive or process your payment before we send out the second notice. Get up-to-the-minute information about your current balance at My Account.
You probably received another bill because of one these reasons:
Your cable company will bill you for monthly cable Internet service, taxes, fees, and any installation-related charges. EarthLink will bill you for any Premium EarthLink services such as extra email boxes, wireless services, or Home Networking, and any other Premium EarthLink service.
For additional questions regarding your cable billing, please contact.
The USF (Universal Service Fund) Recovery Fee is a regulatory surcharge assessed for use of the network.
Other taxes and fees will appear as separate line items on your EarthLink invoice. The exact amount of taxes and/or fees that EarthLink collects is based on the taxing statutes and regulations of your state and local jurisdiction, and the types of EarthLink products and services you have.
For information regarding taxes and fees on your EarthLink account, please click here.
We charge for shipping when we send the SmartRG or a Dial up modem.
Please note that shipping and handling charges are nonrefundable.
It depends on your service plan.
If your plan includes unlimited access, then this information is just for your information (with no associated charge).
If your plan includes a fixed number of minutes or hours, your invoice lists both the total used and, if you exceed your allowance, the minutes or hours above your allowance. Usage over your allowance is listed as "Extra Usage Hours" with the associated charge based on your billing plan.
If your service plan includes a fixed number of hours of dial-up access, and you exceed those hours, then you're charged for the extra hours you use. (See the previous question for more information.)
If you notice that you are being billed regularly for extra usage hours, you might want to consider signing up for one of our unlimited service plans. With those plans, you're not limited in how many hours you can use.
You'll be charged for additional email addresses only if you exceed the number of free addresses allowed under your plan. If you've incurred an additional charge, you'll see that charge next to the additional email address on the invoice.
Simultaneous usage occurs when two or more computers using one dial-up account are connected to EarthLink at the same time.
This will happen when your connection is set up on a home computer and a laptop computer, and someone dials into the account from home while they are also logged in through the laptop at another location.
Simultaneous usage is not included in your regular monthly service fee; so you will be charged for the extra access. Any simultaneous usage is subject to an hourly fee of $1.00, pro-rated to the minute, through the end of the monthly billing cycle. Simultaneous usage is billed from the previous cycle in arrears while the monthly service fee is billed in advance. For example, a February 15th invoice would show the February monthly service fee and any simultaneous usage fees incurred between January 15th and February 14th.
See Section 6 of our Internet Terms and Services for further information.
When you dial in to an international access number, you are charged $0.15 per minute in addition to your regular monthly fee.
You will be charged for ISDN access only when you use it. EarthLink ISDN usage costs $0.50 per single channel-hour (64Kbps). A dual channel-hour (128Kbps) appears as two single-channel hours on your invoice.
If you change your account in the middle of the month (like from dial-up to high-speed Internet), those charges will be prorated for that month.
Some examples of changes that could have a prorated charge include upgrades, adding more dial-up users to your account, and 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.
This charge helps us recover a portion of the costs associated with connecting to the telecommunications network. It is not a government charge or tax.
Credits applied on the account are effective from the next billing cycle date onwards or the credit start date can also be customized to the future bill cycle dates.
Please note that 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.)
We process refunds immediately however, it may take up to 3 days for the refund amount to reflect on the Credit/Debit cards.
If your last payment was made by check or bank draft, refunds are not applied to your account until 20 days following the last payment date.
If we are sending you a refund check, you should receive it in about four to five weeks.
*You can always check to see when the credit or refund was applied to your EarthLink account, by signing into My Account .