Flex Pay FAQ
What is Flex Pay?
Flex Bills is a program from a third-party company called Flex (Flexible Finance, Inc.) that lets an eligible customer split an everyday bill — including internet service bills — into two smaller payments instead of paying the full amount at once.
Is Flex (Flexible Finance, Inc.) a bank?
No. Flex is a financial technology company. Credit Line, Loans and Payment transmissions are provided by a partner bank, both FDIC member. Direct detailed cost or eligibility questions to the Flex App or getflex.com.
Is Flex Pay legitimate?
Flex Pay is a legitimate third-party program used by a number of internet service and other providers, but it is a separate financial product with its own approval process and fees — not something our company operates or guarantees. Direct detailed cost or eligibility questions to the Flex app or getflex.com, since terms can change
How much does Flex cost?
Here are the Fees associated with using your new Flex Pay account:
- Processing Fee: 0.5%- Charged on 1st payment
- Split Fee: Up to 3%- Charged on 2nd payment
- Card Surcharge: 1.5 to 2.5% if paying by Credit Card
Why use Flex?
Flex Pay is a great option for our customers to avoid payment-related fees and keep their services running smoothly.
What fees may a customer avoid using Flex Pay?
A $7.95 late fee applies when a bill isn't paid 3 days after its due date.
If services are suspended or deactivated for non-payment, a $25 reconnection fee applies.
Flex gives our customers a great way to stay current and avoid both fees.
How does Flex Pay work?
How does splitting an Internet bill work?
An approved customer makes two payments instead of one.
Does my bill get paid on time and in full?
On EarthLink's side, we receive a normal, on-time payment.
Step1: Customer is Invoiced (From Provider)
Step2: Flex (Flexible Finance, Inc.) pays the Internet provider the full bill amount- on time.
Step3: Customer repays Flex by making two smaller payments rather than a single, lump sum.
Sign-Up and Eligibility
How does a customer become eligible?
Flex performs a soft credit check (does not affect your credit scores), income and history with Flex
Splitting more than one bill with Flex?
Flex supports one active bill split per customer- subject to change as program expands
When should I consider using Flex?
If you need more time to pay, setup a payment arrangement, or partial payment requests. By offering Flex it is our intent to keep your service active (to avoid fees) or restored.
How does a customer sign up?
Creating a Flex account is simple. Sign up using your name, phone number, email. Confirm addresses match with EarthLink's Records and agree to payment schedule/terms.
Customer Sign Up Journey- Walkthrough
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Step1: Enter Phone Number and Confirm One-Time Passcode Step2: Opt into Text Payment Updates (recommended, not required) Step3: Create Flex Account with legal name and Email Step4: Enter service address- Street, City, State, Zip
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Step5: Confirm Total Amount Due and Bill Cycle Date |
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Step6: Flex Eligibility Check: DOB/SSN for Soft Credit Check |
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Step7: Approved- recommended payment split to adjust
Step8: Set up and Confirm 2nd payment schedule
Step9: Enter payment method and authorizes schedule |
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Step10: Choose between CC or Bank Account to fund split (CC preferred)
Step11: Virtual Card generated- Customer Saves Info and pays EarthLink |
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Setting up Flex Pay as the Payment Method
How do I setup Flex Pay on my account?
You will be directed to My Account and signs in with their usual credentials.
From there, please confirm your billing information, then go to Manage Payment Methods to add a new payment method.
What do I enter when adding Flex Pay?
Select Add New and enter your Flex pay virtual card details — the same way you'd add any other card.
- card number
- expiration date
- CVV
- What are the next steps after adding the card?
If Flex isn't set as primary, future bills won't be split automatically through the program.
Flex App - Walkthrough
Step1: Download the Flex App and Verify Email | |
| Flex App >Payment Method Options | |
Step2: Select Bills Tab and Ready to Pay | |
Step2 B: EarthLink not showing as option?
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Step3: Confirm Payment Arrangements
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Step4: Redirects to portal.earthlink.net Step5: Log into portal and update Method of Payment
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| Step6: Follow guide to set up your Flex Card |
Managing Flex Pay
Can I pay early or make a partial payment?
Yes. You can make a custom or partial payment toward your balance at any time through the Flex app, with a $50 minimum per partial payment.
What happens if a Flex payment fails?
Flex will automatically retry the payment on the scheduled date. This is handled entirely between Flex and their customer rather than involve EarthLink
Does I have to make Flex the primary MOP on an account?
Yes, to avoid potentially being double billed you will need to assign Flex as the primary MOP.
This is a very important step in the process to avoid any billing errors.
Flex Pay Support Information
What if I'm not approved for Flex?
Flex sends an email that explains the reason. Please direct any questions to Flex.
EarthLink cannot dispute or try to change the decision.
Can EarthLink Support see or fix issues on the Flex Pay side?
Who to contact about a declined payment, money not loading or other questions about their Flex account?
The Flex support team. Flex (Flexible Finance, Inc.) manages the Flex account, the virtual card, and the payments, so Flex is the right place for these issues.
Provide these three options clearly and explain that EarthLink and Flex Support are separate.
The customer can reach Flex by
- email at help@getflex.com
- toll-free phone at 888-205-9407
- Flex Help Center at help.getflex.com
What if a Flex payment is declined or fails?
Flex automatically tries the payment again on the scheduled date. If it keeps failing and your unsure as to why please contact Flex by email or phone. These scenarios are handled between Flex and their customers.
What if the money does not load on the Flex virtual card?
Please contact Flex support right away, because Flex funds the card. If you need to pay before the due date, EarthLink can help with another payment method on the account while the Flex issue is resolved.