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:
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See your current balance.
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View a past or current invoice, including specific charges.
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Arrange for a one-time payment via a different credit card.
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Update your automated payment information (e.g., credit card
number or expiration date).
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Update your contact information.
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And more!
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For information regarding taxes and fees on your
EarthLink account, please click here.
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Why did EarthLink send me an
email copy of my invoice?
If you pay for your service by credit card or automatic bank
deduction, we'll send you an electronic copy of your invoice each
month. 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).
Why was my payment
rejected? What do I need to do about it?
If you pay by credit card, a rejected payment usually means that
either your credit card is no longer valid (i.e., you've
cancelled it, it has been reissued under another number, or it
has expired), or it has reached its limit. Remember that if yoru
credit card number changes, your credit card issuer
will not necessarily update that information in our records. To
ensure that the information is up to date, you should update your
credit card information whenever it changes (which you can do at
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. You can either permanently change your method of
payment (e.g., use a different credit card) or submit a one-time
payment on another credit card by going to My
Account. You can also mail a check or money order to
EarthLink Inc., PO Box 790216, St. Louis, MO 63179-0216. Please
write your account number of the memo line.
I already sent in a payment.
Why did I receive another invoice?
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.
I canceled my account recently.
Why did I receive another bill?
There are three primary reasons why you would typically receive
another bill:
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If you have any unpaid balance due from prior payment periods,
you may receive another bill for that balance due. This
includes fees associated with checks that have bounced.
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Basic service charges (e.g., for your dial-up or DSL plan)
cover the upcoming month. Charges that are usage-based (e.g.,
800 Access, international dial-up access, simultaneous usage or
extra hours used) obviously can't be calculated in advance and
are therefore billed after the fact. If you canceled your
service after incurring additional charges, you will receive
another invoice reflecting those charges.
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If your cancellation caused you to incur early termination fees
per your agreement with EarthLink, you will
receive an invoice reflecting those fees.
I receive EarthLink Cable
service. How am I billed for this service?
Your cable company will bill you for monthly cable Internet
service, taxes, fees, and any installation-related charges.
EarthLink will bill 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 your local cable provider.
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What is the USF Recovery Fee
that appears on my invoice? What other taxes and fees are
included on my invoice?
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 will be collecting is based on the taxing statutes and
regulations of your state and local jurisdiction, and the type(s)
of EarthLink product(s) and service(s) you have.
If you would like more information about taxes or fees that
appear on your bill, click here to send us your questions
What is the shipping and
handling charge listed on my invoice?
We charge for shipping and handling if we send you an
installation kit or other goods necessary to set up your Internet
connection. Also, if you sign up with EarthLink
under a promotion that includes a free giveaway (e.g., a scanner
or DVD player), we charge shipping and handling for delivery of
that product. Please note that shipping and handling charges are
nonrefundable.
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, your invoice lists your monthly usage just for your
information (you'll notice there's no associated charge). If your
plan includes a fixed number of minutes or hours, your invoice
lists (a) the total used and, if you exceed your allowance, (b)
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.
This can apply if your service plan includes a fixed number of
hours of dial-up access. If you exceed that allowance, the
additional minutes are displayed as "Extra Usage Hours," and you
are charged for those additional minutes according to your
billing plan. (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.
Am I being charged for
each of the email addresses listed on the invoice?
It depends on your service plan. All plans include a certain
number of free email addresses, which will be listed on your
invoice without any associated charge. 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.
What is the
"Simultaneous Usage" charge listed on my invoice?
Simultaneous usage occurs when two or more computers using one
dial-up account are connected to EarthLink at the
same time. For example, this can happen if you have your
connection set up on your home computer and your laptop computer,
and someone dials in to your account from home while you're
logged in through your laptop. Simultaneous usage is not included
in your regular monthly service fee, so you are charged for the
extra access. See our Simultaneous Usage FAQ for more
information.
What is the
"International Usage Hours" charge listed on my invoice?
When you dial in to an international access number, you are
charged $0.15 per minute in addition to your regular monthly fee.
We include notices about this additional fee on those pages of
our Web site that list international access numbers.
What is the "ISDN Usage" charge
listed on my invoice?
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.
What is the "Partial Month"
charge listed on my invoice?
Basic service charges (e.g., for your dial-up or DSL plan) are
typically billed at the beginning of your service month and cover
the upcoming month. If you alter your account in the middle of
the month, additional charges incurred are prorated for the
portion of the month affected and billed on your next invoice.
Account changes that will incur additional charges include
upgrades (e.g., switching from dial-up to high speed access),
adding more dial-up users to your account, and adding extra
mailboxes beyond the number allowed under your plan.
You may also incur partial month charges if your account was
deactivated, and you reactivate it after the start of your normal
billing cycle. In this case, the partial month charge covers
service from the date you reactivated your account through the
beginning of your next billing cycle.
Note : Because your service is billed forward
(i.e., you pay at the beginning of the billing cycle for the
following month's service), your bill will include the full
charge for the upcoming month in addition to the partial month
charge for the previous month.
What is the "Network
Access" charge listed on my invoice?
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.
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I was given a credit. Why hasn't
it been applied to my account?
We typically process credits in three to five business days.*
However, EarthLink bills you on the same day each
month, which means that the credit will not be submitted to your
bank or credit card company until your standing bill cycle date
(i.e., it will be submitted with your monthly bill). Furthermore,
your credit card company or bank may send your monthly statement
prior to when EarthLink submits your monthly
invoice to them. As a result, you may not see the credit or
refund reflected until the following statement period. Thus, it
may take up to seven weeks from the time the credit or refund is
processed.
Please note that a credit will not appear as a separate line
item on your credit card or bank statement. Instead,
EarthLink applies the credit against the balance
due on your next invoice. For example, if you normally pay $21.95
per month and receive a $2 credit, your next credit card or bank
statement will simply show an adjusted charge of $19.95.
I was told I would get a refund.
When will I receive it?
We typically process refunds in three to five business days.* 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 refunding your credit card, your monthly invoice may
be processed prior to the credit being applied to your account.
As a result, you may not see the credit or refund reflected until
the following statement. Thus, it may take up to seven weeks from
the time the credit or refund is processed.
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 EarthLinkaccount, by signing into
My
Account .
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