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:
- See your current balance
- 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? 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. You
can view your current and past invoices by logging into My Account or myEarthLink App.
- Under
the Menu on the left-hand side, click Billing Information
- 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. 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.
You
can pay your invoice online without signing into My Account:- Visit pay.earthlink.net
- Select a method to identify
your account. [Phone
number and address or Account number]
- Select Continue
- Enter
your information to verify your account
- Enter
Payment amount
- Select
Payment method
- Select Continue
- Enter
Payment details for your credit or debit card
- Enter your Billing Address (International
Address? -select “International.”)
- Read Disclaimer and select
“I’ve read and agree.”
- 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either your credit card is no longer valid or has reached its limit (insufficient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.
- In My Account, change your method of payment (for example,
use a different credit card).
- 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?
- Log into My Account
- Under the Menu on the
left-hand side, click Billing Information
- Scroll down to Payment
Method and click Edit icon
- Fill out the form with
your new credit card number, expiration date and CSV number and proper billing
address
- Click Save Changes
- 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:
- Log in to My Account
- Under the Menu on the
left-hand side, click Billing Information
- Under the Billing
Summary, you will see your current balance listed
- Click Make a Payment
in Current Balance
- Next to Payment
Amount, enter the amount you want to pay, then fill out the credit card and
billing information before selecting Continue
- You will be redirected
to an Online Payment Summary
- Make sure the amount,
credit card and billing information listed is correct
- 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.
Earthlink Mobile:
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
- 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.
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:
- You have an unpaid
balance due from prior payment periods. This includes fees associated with
checks that have bounced.
- 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.
- Or your cancellation
caused you to incur early termination fees per your agreement with EarthLink.
Questions about
Specific Charges on Your Invoice
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. For more information about these various charges, visit our
Taxes and Fees page.
Fees:
- The USF (Universal Service Fund) Recovery Fee
is a regulatory surcharge assessed for use of the network.
- 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.
EarthLink Mobile:
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?
- Simple bill plan change
- Downgrade from Fiber/DSL to Dial-Up or Email
Only account
- 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.