Billing Support

• Why is my first bill higher than I expected? Why is my first bill higher than I expected?

  Your first bill may be higher than expected because it covers more than one month of service. It includes prorated charges for services added plus charges for the next full month. Prorated charges are calculated by dividing the monthly rate into a daily rate and billing only for the days your service was active. 

  
  

  A one-time setup charge may also appear on your first bill. This charge applies to the activation of your service. 

• Where do I find my account number on the bill? Where do I find my account number on the bill?

  Your Hawaiian Telcom account number is a 15-digit number located in the header on page one of your bill and on the remittance slip. 

• My name/address is misspelled on my bill. How can I correct it? My name/address is misspelled on my bill. How can I correct it?

  Please contact us for assistance at 808-643-4411.

• What is the balance on my account? What is the balance on my account?

  Your account balance reflects the total amount currently due, including any outstanding charges. You can view your balance by signing in to My Account and checking the Overview or Billing page. 

  
  

  If you're unable to access My Account or need additional assistance, please contact us for help. 

• When is my bill due? When is my bill due?

  Your bill is due 30 calendar days from the bill date. 

• How can I get a copy of my bill? How can I get a copy of my bill?

  You can print a copy of your bill online after logging in to your My Account profile using one of the following methods:

  
  

  1. Method 1 - On the Overview page, click View Current Statement.
  2. Method 2 - Navigate to the Billing History section on the Billing page and click View for the desired bill date.

  
  

  In both methods, a copy of your bill will open in a new tab. Once the bill opens, use your browser's print function to download a physical copy.

• How much is the late payment fee? How much is the late payment fee?

  A late payment fee applies to any account balance not paid within 30 days of the due date. The fee is 1.5% of the past due balance. 

• What are my Hawaiian Telcom Telephone bill payment options? What are my Hawaiian Telcom Telephone bill payment options?

  Hawaiian Telcom offers several bill payment options. The easiest way to pay your bill is electronically through My Account. 

  
  

  To access My Account, click the My Account Login icon in the top-right corner of any webpage. Log in using your email and password, or sign up for this free service by clicking Create Account on the Login page. New users will need the account number from their bill and the bill amount from one of their two most recent bills to complete registration. 

  
  

  You can also pay your bill using the following methods:

  • AutoPay / Online: Use Hawaiian Telcom's secure customer portal, My Account, to view your account balance, enroll in AutoPay for automatic recurring payments, or make a one-time payment online anytime. Payments can be made using an electronic check or credit/debit card. Fees may apply. Click here to log in to or create your customer profile. 
  • Mail: Send a check or money order by mail. Be sure to include your remittance slip (from your bill) and a 15-digit account number to ensure proper credit. 

  Mail to: 

  Hawaiian Telcom

  PO Box 30770

  Honolulu, HI 96820-0770

  • In Person- Retail Store: Pay in person with a credit/debit card at one of our convenient retail locations. 
  • In Person - First Hawaiian Bank Branches Statewide: Pay by cash, check or money order. Bank fee applies. 
  • Bank Bill Pay (through your financial institution): Set up payment through your bank. Use Hawaiian Telcom as the payee, with the address P.O. Box 30770, Honolulu, HI 96820, and include your 15-digit account number. 
  • By Phone: Call our toll-free number 855-844-1222 to check your account balance and make payments over the telephone using electronic check or credit/debit card. Fees applies. 
• What happens if I cannot pay my Hawaiian Telcom Telephone bill on time? What happens if I cannot pay my Hawaiian Telcom Telephone bill on time?

  If you cannot pay your bill by the due date, please contact a Hawaiian Telcom Service Representative for assistance:

  • 808-643-4411 for TDD/TTY Customers
  • 808-643-4411 for Business Customers

  
  

  Payment arrangements may be made in case of illness or other circumstances beyond your control. If payment is not received by the due date or by the agreed-upon date, a disconnect notice will be sent. To avoid disconnection of your service, it is necessary to pay the overdue amount which appears on the disconnect notice. 

   

  Hawaiian Telcom will not disconnect your service sooner than 14 days after your bill’s due date. You will also receive a written disconnection notice at least 7 days before your service is disconnected. 

   

  Repeat late payments may damage your credit record with us. Late payments may also result in your phone service being disconnected.  

• How can I get service restored if it has been disconnected for non-payment? How can I get service restored if it has been disconnected for non-payment?

  Disconnected services on a Hawaiian Telcom account will be restored after the Subscriber has called the Customer Service office at 808-643-4411 to report payments made or an acceptable payment arrangement is confirmed. Regulated services will be restored only if payment covers the regulated amount. If it does not, the regulated service will not be restored. Customer Service office hours are Monday-Friday 8:00am - 5:00pm. 

  
  

  Each subscriber has the right to designate a third party to receive copies of all notices relating to the disconnection of service or other credit notices. The third-party notification will only be provided upon the approval of the designated party. The consent to receive such notices does not constitute acceptance of any liability for payment. You will be promptly notified if the person you designate refuses or revokes consent to receive these notices. 

• What should I do about questions or mistakes on my Hawaiian Telcom bill? What should I do about questions or mistakes on my Hawaiian Telcom bill?

  Contact your Hawaiian Telcom Service Representative at 808-643-4411. 

• How can I get information after the office is closed? How can I get information after the office is closed?

  When our office is closed, you can find information and manage your account online 24/7. 

  • Visit our website: Our Help Center has answers to common questions about your services. 

  • Use your My Account portal: Log in to My Account to manage your bill and services, including: 
    • Viewing and printing your current or past bills. 
    • Checking your balance.
    • Making a one-time payment or setting up recurring automatic payments. 
• Business Pricing Update Business Pricing Update
  Read More
• Paper Bill FAQs & Resources Paper Bill FAQs & Resources
  Read More