EarthLink Billing FAQ

EarthLink Billing FAQ

Overall Invoicing Questions

EarthLink's My Account 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:

  1. See your current balance
  2. See your current balance
  3. View a past or current invoice
  4. Make a one-time payment
  5. Update your automated payment information (e.g. credit card number or expiration date)
  6. Update your contact information
  7. Add on services
  8. And more!
Questions? Start a live chat, text 833-458-4360 or call 888-327-8454 to reach a Support Expert.  

For help on understanding My Account, click here.

For help on understanding your EarthLink invoice, click here.

How can I view my invoice online?

You can view your current and past invoices by logging into My Account or myEarthLink App.
  1. Under the Menu on the left-hand side, click Billing Information
  2. Under Billing Summary, click View Invoices.
You will be able to view your current balance, previous balances, one-time payments, and adjustments.

Questions? Start a live chat, text 833-458-4360 or call 888-327-8454 to reach a Support Expert.  

For help on understanding your EarthLink invoice, click here.

Why is my invoice showing a $0 balance?

Your credit card or bank payment has been processed. No further action is required.

Questions? Start a live chat, text 833-458-4360 or call 888-327-8454 to reach a Support Expert.  

For help on understanding your EarthLink invoice, click here.

How can I pay my invoice without signing into My Account?

You can pay your invoice online without signing into My Account:
  1. Visit pay.earthlink.net
  2. Select a method to identify your account. [Phone number and address or Account number]
  3. Select Continue
  4. Enter your information to verify your account
  5. Enter Payment amount
  6. Select Payment method
  7. Select Continue
  8. Enter Payment details for your credit or debit card
  9. Enter your Billing Address (International Address? -select “International.”)
  10. Read Disclaimer and select “I’ve read and agree.”
  11. Select Continue
Questions? Start a live chat, text 833-458-4360 or call 888-327-8454 to reach a Support Expert.  

For help on understanding My Account, click here.

If you pay by credit card, a rejected payment usually means that either your credit card is no longer valid or has reached its limit (insufficient funds).

You can update your credit card information in My Account.

Whatever the reason for the rejected payment, you have a few options. 
  1. In My Account, change your method of payment (for example, use a different credit card).
  2. In My Account, submit a one-time payment using another 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.
If your payment fails, we will let you know via SMS and email. You will not be able to use your service until you make a payment

Questions? Start a live chat, text 833-458-4360 or call 888-327-8454 to reach a Support Expert.  

For help on understanding My Account, click here

How do I update my method of payment?

  1. Log into My Account
  2. Under the Menu on the left-hand side, click Billing Information
  3. Scroll down to Payment Method and click Edit icon
  4. Fill out the form with your new credit card number, expiration date and CSV number and proper billing address
  5. Click Save Changes
  6. Once the changes are saved, you can see the new card in Billing Information.
Questions? Start a live chat, text 833-458-4360 or call 888-327-8454 to reach a Support Expert.

For further information on how to change your payment method, review our support article.

How do I make a one-time payment?

Fiber/DSL Products:

  1. Log in to My Account
  2. Under the Menu on the left-hand side, click Billing Information
  3. Under the Billing Summary, you will see your current balance listed
  4. Click Make a Payment in Current Balance
  5. Next to Payment Amount, enter the amount you want to pay, then fill out the credit card and billing information before selecting Continue
  6. You will be redirected to an Online Payment Summary
  7. Make sure the amount, credit card and billing information listed is correct
  8. Click Submit Payment
You will see a confirmation page once your payment has been accepted.

Wireless Home Internet:

EarthLink Wireless 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  the  Customer Portal.

Questions? Start a live chat, text 833-458-4360 or call 888-327-8454 to reach a Support Expert.

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 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.
Your 30-day billing cycle starts the day you activate your SIM card or reactivate your mobile service. If you add mobile service to an existing EarthLink service, your billing cycle will not change.

For help on understanding your EarthLink invoice, click here.

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

  1. Scenario 1:
    1. Today (2/14) is your invoice bill cycle date and we changed your invoice bill cycle to 2/21.
    2. 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.
  2. Scenario 2:
    1. Today (2/14) is your invoice bill cycle date and we change your invoice bill cycle to 3/7
    2. 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.
  3. Scenario 3:
    1. 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.
    2. 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.
Questions? 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?

For assistance with service or support questions visit help.earthlink.net. Start a live chat, text 833-458-4360, or call 888-327-8454 to reach a Support Expert. If you believe there is an error on your bill or have a question about your service, please call our EarthLink Mobile Customer Service team at 866-314-0206 

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. 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 received another bill because:
  1. You have an unpaid balance due from prior payment periods. This includes fees associated with checks that have bounced.
  2. Or there were charges that change every month (like 800 Access, international dial-up access, simultaneous usage, or extra hours used) and were billed after your last invoice.
  3. Or 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:
  1. 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. For more information about these various charges, visit our Taxes and Fees page.
Fees:
  1. The USF (Universal Service Fund) Recovery Fee is a regulatory surcharge assessed for use of the network.
  2. 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.
  3. Installation fees will vary based upon speed.
At EarthLink, we do not hide our fees in our plans—you can expect to see your monthly service fees, and the associated taxes as separate items on your invoice.

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.

When will prorated charges not occur?

  1. Simple bill plan change
  2. Downgrade from Fiber/DSL to Dial-Up or Email Only account
  3. Downgrade from Dial-Up to Email Only account

What is the "Partial Month" charge listed on my 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.

What is the shipping and handling charge listed on my invoice?

We charge for shipping when we send the SmartRG or a dial-up modem. 

Please note that shipping and handling charges are non-refundable. 

Why is my usage shown on my invoice, and how is the charge calculated?

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. 

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.)

For help on understanding your EarthLink invoice, click here.
  
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?

Automated method of payments, like credit/debit cards or bank drafts, will be refunded directly to the method of payment listed on the account.

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.


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