These are frequently asked questions related to ACN Account Management available on www.myacn.com.
See
Digital Phone Service FAQs here
Registering
for ACN Account Management
Password
Help
Making
Changes
Multiple
Accounts
Online
Bills
Paying
Bills
My ACN
Services
Registering creates a unique
ACN Account Management User Name and Password that allows you secure access to
your ACN telephone services online.
With ACN Account Management,
you can pay your bill online, enroll in Automatic Bill Payment, and view
services on your account. You also have the option to stop your paper bill and
view more than a year of bill details online.
If you do not remember whether
you already created an ACN Account Management User Name, click the Forgot
Password link found on the www.myacn.com
home page or call ACN Customer Care and one of our associates will assist you.
After you register an account
with ACN Account Management, you immediately have online access. After you have
completed the registration process, click the Login button, enter your User Name and
Password from the www.myacn.com
home page.
If you are trying to register
but are getting a message that says that your User Name is already in use, this
means that either another customer has already selected that User Name or you
are already registered with that User Name.
If you remember your Password,
you can try and log in to your ACN Account Management with that User Name.
If you have forgotten your
Password, use the ‘Forgot Password’ link found on www.myacn.com home page and
follow the directions.
If these suggestions do not
work, it is likely that someone else registered with that User Name and you
will have to select a different User Name to register.
If you continue to have
difficulties, please contact ACN Customer Care for further assistance.
Any IBM-compatible computer
with an Internet connection can use ACN Account Management.
Your browser must:
·
Support 128-bit encryption. This is used to encrypt
your data over the Internet with the highest level of security available.
·
Use Internet Explorer 6x, Netscape 6x, or Mozilla Firefox 1x
·
Accept cookies. (Accepting temporary cookies is
sufficient.) You can find instructions describing how to do this in your
browser’s Help system.
The ACN Account Management
Password you select when you register is used for logging in to the secure
parts of www.myacn.com.
Along with your User Name, your Password is used to make online payments, view
the services on your account(s), view unbilled usage, view, print and pay your
personal or business bill online. This provides security for your online
billing and personal information.
To change your
ACN Account Management Password:
1.
Log in to your ACN Account Management with your
current User Name and Password
2.
Select Online
Profile found in the left navigation area.
3.
Enter your current password in the Current Password box.
4.
Enter your new password in the New Password box.
5.
Re-enter your new password in the Confirm Password box.
6.
Click the Submit
button at the bottom of the page.
Your password will change
immediately.
If you cannot remember your ACN
Account Management Password, click the Forgot Password link found on www.myacn.com home page and
follow the instructions. You will need the zip code of your billing address, as
well as the security question and security answer associated with your ACN
Account Management to complete resetting your Password.
To change your ACN Account
Management security question:
1.
Log in to your ACN Account Management with your
current User Name and Password.
2.
Select the Online
Profile found on the left navigation bar.
3.
Select from the drop-down list of security
questions.
4.
Enter the appropriate answer to the security
question.
5.
Click the Submit
button at the bottom of the page.
To change your email address
that ACN has on record:
1.
Log in to your online account using your User Name
and Password
2.
Select Online
Profile found in the left navigation.
3.
Enter your new email
in the box found on the page
4.
Re-enter your new email address in the confirm email box
5.
Click the Submit
button at the bottom of the page
Your email address will be
changed within 24 hours.
If your email address has
changed and you do not remember your User Name and/or Password, contact ACN
Customer Care and one of our associates will assist you.
To change your ACN Account
Management security question:
1.
Log in to your ACN Account Management with your
current User Name and Password.
2.
Select the Online
Profile found on the left navigation bar.
You have the ability to change:
·
email address
·
password
·
security question
·
security answer
·
the accounts used to pay your bill
·
your preference on receiving marketing emails from
ACN
In an effort to ensure your
security and privacy, ACN Account Management will not allow you to change your
User Name. Please contact ACN Customer Care if you wish to update your Account
Manager User Name, and one of our associates will assist you.
For your convenience, ACN will
continue to show your services for 30 days after service has been disconnected.
Your email address is used for
sending you information about your online ACN Account Management:
·
An email will be sent to you if there are any
issues processing your payment(s).
·
Your email address is used for sending you monthly
reminders that your bill is ready.
·
An email confirmation will be sent to you when ACN
receives your payment for an account that has an ACN Account Management.
If you have selected the option
to receive Marketing emails, ACN will email you with the latest promotions,
which may save you money or provide information related to ACN’s
product and services.
Be sure that we have your
correct email address and that you haven’t set up email controls that may block
our emails to you. Please add us to your address book or list of trusted
senders.
Please do not go through the
ACN Account Management registration process if you want to have a current User
Name manage more than one account.
To add one or more accounts to
your ACN Account Management, contact ACN Customer Care and one of our
associates will assist you in adding the other accounts to your current User
Name.
If you have linked more than
one account to your ACN User Name, you will see an account number drop-down box
found near the top of every page when you log in. Select the account number for
which you wish to access the information.
If you just ordered an
additional telephone number, it is currently in the order process. Within ACN
Account Management, only telephone numbers that are active or disconnected
within the past 30 days are accessible.
If this additional line is on
another account than what you have registered, you will need to contact ACN
Customer Care to have this account added to your online account.
The ACN Account Management is
designed for residential and business customers. Once you have established your
first account with an ACN User Name and Password, contact ACN Customer Care and
one of our associates will assist you in linking additional accounts to the
same Account Manager User Name.
You need only ACN Account
Management account. Call ACN Customer Care to link accounts.
Only the account which you
registered with will be displayed when you log into your ACN Account
Management. To add additional accounts to your ACN Account Management, please
contact ACN Customer Care for further assistance.
To view your current bill
online:
1.
Log in to your ACN Account Management with your
current User Name and Password
2.
Click on View
Last Bill link on the Account
Overview page.
To print your current bill:
1.
Log in to your ACN Account Management using your
User Name and Password.
2.
Click on View
Last Bill link on the Account
Overview Page.
3.
Use your web browser’s print button (or the
File-Print menu option) to print a copy of your online bill.
To print one or more of your
previous months’ bill:
1.
Log in to your ACN Account Management using your
User Name and Password
2.
Select the Bill
Payment History from the left menu.
3.
Click on amount of the bill you are interested in.
4.
Use your web browser’s print button (or the
File-Print menu option) to print a copy of your online bill.
To prevent a bill being mailed
to you each month, for all accounts managed by the same User Name:
1.
Log in to your ACN Account Management with your
current User Name and Password.
2. Click Stop Receiving Paper Bill.
3. Read
the Terms and Conditions.
4. Click I Accept to complete the request to
stop receiving paper bills.
ACN Online Billing is a free
service that lets you enjoy secure online access anytime to all of your bill
statement information.
After you enroll you will stop
receiving paper bills and instead will receive emails informing you when you
can view your bill online. You may still continue to pay your bill by mail, online,
phone, or by using Automatic Bill Payment.
To resume having a bill being
mailed to you each month, for all accounts managed by the same User Name:
1.
Log in to your ACN Account Management with your
current User Name and Password.
2. Click Start Receiving Paper Bill.
To view your previous balance online:
·
Select
Bill & Payment History from the
left menu.
·
Click
View My Bill for the date you are
interested in.
·
Click
View Additional Invoices on the
bottom of the screen if needed.
·
Check
the Previous Balance line item and it will contain the prior balance for the
bill month selected.
Balance information is available for a 15-month period.
The Pay Bill option on the left navigation bar allows you to securely
view your account balance and pay your bill online using your American Express,
Discover, MasterCard or Visa credit card, checking, or savings account. You can
still receive a paper bill or choose paperless billing.
The Automatic Bill Payment service allows you to pay your telephone
bill automatically by having the total amount of your bill charged to your
American Express, Discover, MasterCard or Visa credit card or deducted from
your bank account. You can still receive a paper bill or choose paperless
billing.
These services are free to use
through this website. However, you are responsible for any fees that may be
charged by your bank.
1.
Log in to your online account using your User Name
and Password.
2.
Select Pay
Bill.
3.
Enter the amount you wish to pay on your account.
This amount cannot be greater than the amount value shown on the page.
4.
Select the type of payment.
5.
If you would like to pay this amount, as well as
enroll in Automatic Bill Payment to automatically pay your telephone bill each
month, check the Enroll Me in Automatic
Bill Payment box. Read the Terms and Conditions associated with Automatic
Bill Payments. If you wish to continue the enrollment process, click the I agree box.
6.
Click the Pay
Now box at the bottom of the page.
7.
Complete the account information used to make
payment.
8.
Click the Pay
Now box at the bottom of the page.
9.
You will receive a confirmation that payment
information has either been accepted or declined.
Your total amount due is the
current outstanding amount on your account.
Please call ACN Customer Care
and one of our associates will assist you.
Online Payment Options
·
One-time payment
·
Automatic Bill Payment
Other Payment Options
·
Pay by mail
Mail your remittance stub and a check or money order in
the envelope provided with your ACN bill.
You may also choose to pay by credit card by checking the “Pay by Credit
Card” box on the remittance stub and complete the credit card information on
the back of the stub. Please mail 3-5 days before your due date to avoid late
payment fees. Please add P.O. Box address
·
Pay by phone
Call ACN Customer Care using
either the self-service option or speak with an ACN associate for assistance.
Payment posting times vary
according to the payment method you use.
·
Payment by regular postal mail: 7-10
calendar days
·
Automatic Bill:
approximately 15 days after the Bill Date printed at the top of the page on
your monthly bill.
·
Credit card by phone: 24-48
hours
·
Check by phone: 24-48
hours
·
Electronic payments (online
banking, Checkfree): If the online banking you use sends funds
electronically, payment should post within 48 hours. If the online banking you
use must mail in the payment, it will take 7-10 business days to post.
ACN Customer Care can be
reached 24 hours a day, seven days a week at 1-877-226-1010.
Please call ACN Customer Care
and one of our associates will assist you.
To see a complete description
of your service plan:
1.
Log in to your ACN Account Management using your
User Name and password.
2.
Go to the bottom of the Account Overview page.
3.
All of the telephone numbers on the account will be
listed as well as the name of the Plan active for the telephone number.
4.
To view a complete list of features and options,
click the plan name link.
To view calls made from a
specific telephone number since your last bill:
1.
Log in to your ACN Account Management using your
User Name and Password,
2.
Go to the bottom of the Account Overview Page.
3.
All of the telephone numbers on the account will be
listed as well as the name of the plan that is active for the telephone number.
4.
To view the call detail for calls made since your
last bill, click the Unbilled Usage
link.
If your ACN telephone services
have been disconnected for more than 30 days, your User Name and Password will
be disabled. Please contact ACN Customer Care for further assistance.