Account & Billing

• AutoPay & eBill

  • What is AutoPay and how do I sign-up? What is AutoPay and how do I sign-up?

    AutoPay is a convenient automatic payment service. With AutoPay, you can pay your  bill automatically each month - no checks to write, no late or forgotten payments. You can use either a checking account, debit card or credit card to set-up your AutoPay. If you set up Autopay with a Credit Card, you will be charged a 2.5 % fee on the total amount of your bill each month.
    
    Each month, your account balance is paid automatically from your chosen method of payment with our secure process. You can sign up for AutoPay via your My Account (Billing > AutoPay > Enroll Today). Then follow the prompts to complete your enrollment. 
    
    You will be able to decide if you want AutoPay to always pay the full bill amount or if you would prefer to select a maximum payment amount (i.e. your bill is $120, you can set the maximum amount to be withdrawn from your checking account, debit card or credit card to never exceed $120 each month).

  • What is eBill and how do I sign up? What is eBill and how do I sign up?

    eBill is a free, paperless billing option that lets you view and manage your bill online instead of receiving a paper statement by mail. When your bill is ready, you'll receive a courtesy email notification. 

    
    

    To sign up, log in to My Account and click Get eBill on the Overview page. 

    
    

    Follow the prompts to complete enrollment. 

    
    

    Once enrolled, your eBill will be available to view online 1-2 days after your billing date each month. Email and text notifications can be turned on by toggling your preferred notification options for your primary or secondary contact within the Notifications section on the Account page. 

    
    

    Before managing notification preferences, be sure your contact information is up to date. Visit the Profile page to confirm the correct email address and phone number are listed, as this information is used in the Notifications section. 

  • If I make changes to my AutoPay settings, when will those changes take effect? If I make changes to my AutoPay settings, when will those changes take effect?

    Any changes you make to your AutoPay settings take effect within 2 business days. The AutoPay collection date is 10 calendar days before your due date. 

  • If I do not sign up for eBill, will I still get my promotional discount? If I do not sign up for eBill, will I still get my promotional discount?

    Our new customer promotions include an eBill discount. You have 30 days after signing up for service to activate your eBill via your My Account. If you do not, your eBill discount will be removed from your account.

  • How do I stop AutoPay? How do I stop AutoPay?

    You can cancel AutoPay through My Account until 9:00PM HST the night before the collection date, which is 10 calendar days before your due date. 

    
    

    To stop AutoPay:

    1. Log in to My Account. 
    2. Go to the Billing page. 
    3. Select the AutoPay tab and click Edit next to your payment method. 
    4. On the Edit AutoPay Setup screen, select No, I do not want AutoPay, then click Save this AutoPay Setup. 
  • How do I make changes to my AutoPay settings or payment method? How do I make changes to my AutoPay settings or payment method?

    You can make changes to your AutoPay settings or payment method at any time through My Account. 

    
    

    To get started:

    1. Log in to My Account.
    2. Go to the Billing page. 

    
    

    From there: 

    • Select the AutoPay tab to edit your AutoPay settings, or
    • Select the Payment Options tab to add, edit, or remove saved payment methods. 

    
    

    Please note that all changes take effect within 2 business days. 

    The AutoPay collection date is 10 calendar days before your due date. 

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• Paying My Bill

  • Are there different ways to pay my bill? How do I pay my bill? Are there different ways to pay my bill? How do I pay my bill?

    The easiest way to pay your bill is electronically using your My Account. It is easy to view and/or pay your bills online by signing up for My Account. You can register for this free service by clicking on the "Account Login" icon located in the top right corner of every webpage. New users will need to enter the account number found on their bill as well as their name and email address. Users will then be prompted to set up a password in order to view and manage their account online.
    
    Other ways to pay:
    - Pay via mail using the remit slip found your paper or pdf copy of your bill
    - Pay over the phone (charges may apply)
    - Pay at a local retail store (Store Locator)

  • Are there fees for paying my bill? Are there fees for paying my bill?

    Some payment methods may include a service fee. 

    • Online one-time payments: $1.95
    • Phone payments: $1.95
    • In person payments at First Hawaiian Bank: $2.50 service fee
    • Bank Bill Pay: Fees, if any, are determined by your financial institution

    
    

    No additional service fees apply when paying by mail or using AutoPay through My Account. 

  • How can I pay my bill online? How can I pay my bill online?

    You can view and pay your bill online 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 basic account information, including their billing zip code, to complete registration. 

    
    

    Once logged in, you can pay your bill from either the Overview or Billing page by following these steps: 

    1. Locate the Current Balance section. 
    2. Click Pay Now and follow the prompts to submit your payment. 

    
    

    To pay a bill for a linked or associated account, switch to that account using the dropdown menu in the main navigation and follow the steps above. You can also pay a linked account without switching views by going to the Account page, locating the Linked Accounts section, clicking the three-dot options menu next to the account, and selecting Pay Now. Follow the prompts to complete your payment. 

  • How can I confirm my payment was made? How can I confirm my payment was made?

    How you confirm your payment depends on the payment method used: 

    • AutoPay: You will receive a confirmation email. 
    • Online one-time payment: You will receive a confirmation email. 
    • Check or money order: Contact our Customer Service team. 
    • Bank Bill Pay (through your financial institution): You should receive a confirmation email from your bank. 
    • By Phone: You will receive a confirmation number or authorization code. 
    • In Person - Retail Store: You will receive a receipt with a confirmation number. 
    • In Person - First Hawaiian Bank Branches: You will receive a teller receipt after payment. Retain the receipt until payment is posted. To confirm payment, view your next bill or contact our Customer Service team.

    
    

    You can also view your payment history by signing in to My Account. From the Billing page, select the Payment History tab to see AutoPay and one-time payments (online or by phone) made within the past 24 months. 

    
    

    Payments submitted through My Account, by phone or at a retail store will typically post within 2 business days. Check payments dropped off at a retail store or made through your bank's bill pay service may take up to 7 business days to post to your account. 

  • How can I view my payment history? How can I view my payment history?

    You can easily view your past payments through My Account. Here's how:

    
    

    1. Log in to My Account. 

    2. Select Billing from the main menu 

    3. Click on the Payment History tab. 

    
    

    Important Note: You will see all AutoPay and one-time payments (made online or by phone) from the last 24 months. 

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

    A late payment fee applies if your account balance is over $10.00 and not paid within 30 days of the due date. The fee is 1.5% of the past due balance or $15.95, whichever amount is greater. 

  • When will my online bill payment be available? When will my online bill payment be available?

    Payments submitted through My Account, by phone or at a retail store will typically post within 2 business days. Check payments dropped off at a retail store or made through your bank's bill pay service may take up to 7 business days to post to your account. 

    
    

    You can confirm that your payment was submitted by signing in to My Account and navigating to the Billing page. Select the Payment History section to view all AutoPay and one-time payments (made online or by phone) from the past 24 months. 

  • What happens if I cannot pay my Hawaiian Telcom bill on time? What happens if I cannot pay my Hawaiian Telcom bill on time?

    If you cannot pay your bill by the due date, please contact a Hawaiian Telcom Customer Service Representative at 808-643-2356. 

    
    

    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 being disconnected. 

    
    

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

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• Understanding & Managing My Bill

  • How can I get bill reminders and "Bill Ready" notifications? How can I get bill reminders and "Bill Ready" notifications?

    You can receive bill reminders and 'Bill Ready' notifications by signing up for email or text alerts through My Account. 

    
    

    Step 1: Update your contact information

    Before enabling alerts, ensure your contact details are current: 

    1. Go to the Profile page and locate the Contact Information widget. 

    2. Add your email address and mobile number. 

    3. Follow the prompts to enter the verification codes sent to your devices. 

    
    

    Step 2: Enable notifications

    Once your contact information is verified: 

    1. Navigate to the Account page (via the main menu or the Account Settings tab). 

    2. Toggle on the Billing notification for your email and mobile phone. 

  • How can I view my bill? How can I view my bill?

    You can view your current bill by signing in to My Account and selecting View Current Statement on the Overview page or View in the Current Statement section on the Billing page. Either option will open a PDF of your bill in a new tab. 

    
    

    NOTE: If you are enrolled in our eBill program, you can choose to receive a text alert or email notification when your monthly bill is available online. If you are not enrolled in eBill, we will mail you a paper statement each month. 

  • How can I view my past bills? How can I view my past bills?

    You can access your previous statements anytime through My Account. 

    Here's how: 

    1. Log in to My Account

    2. Select Billing from the main menu. 

    3. Locate the Billing History section. 

    4. Click View next to the specific bill date you want to see. 

    
    

    Important Note: You can view up to 18 months of billing history online. To request older statements, please contact our support team. 

  • How do I find the details on my bill? How do I find the details on my bill?

    You can find a summary and a detailed view of your bill after logging in to My Account. 

    
    

    Option 1: From the Overview page

    1. Locate the Current Balance section. 

    2. Click View Current Statement to open a PDF of your bill in a new tab. 

    3. Alternatively, click View Details to go to the main Billing page. 

    
    

    Option 2: From the Billing page

    1. Locate the Billing History tab. 

    2. Find the Current Statement section. 

    3. Click View to open a PDF of your bill in a new tab. 

  • How do I understand my bill? How do I understand my bill?

    We've created a helpful guide to help you navigate your statement. Watch the video below for a full walkthrough of your Hawaiian Telcom bill, including how to read your current charges, credits, and account details. 

    
    

    
    

  • I am a new customer. What charges will appear on my first bill? I am a new customer. What charges will appear on my first bill?

    Like other internet & TV providers, Hawaiian Telcom bills one month in advance.  Based on the day you began service, you will be billed a partial month charge based on your regular monthly service rate, plus all taxes and fees. Additional charges may include any installation fees, upgrades in service, or On Demand/Pay-Per-View charges.

  • What are the additional charges and fees on my bill? What are the additional charges and fees on my bill?

    Any taxes or fees related to a service (Internet, TV, or Phone) will be stated in that product section of your bill, with explanation of those charges below. Additional charges or fees not related to a specific product can be found in the “Other Charges and Credits” section. Please see below for a list of surcharges and fees:
    
    TV Broadcast Fee - This surcharge is to recover a portion of the amount broadcasters charge Hawaiian Telcom to carry their channels. Federal law allows local U.S. broadcast television stations (i.e., CBS, NBC, ABC, Fox, etc.) to negotiate with cable and satellite providers in order to obtain “consent” to carry their broadcast signals. As a result of local broadcast TV stations increasing the rates charged to Hawaiian Telcom to distribute their signals to our customers, we implement a Broadcast TV Surcharge to recover some of the costs. 
    
    
    TV Sports Fee - The Sports Programming Fee covers a portion of the escalating charges imposed on Hawaiian Telcom by sports‑related stations and networks to carry their channels. Hawaiian Telcom pays these networks/stations a fee per channel, per month, per customer for the right to provide this content to its customers. This monthly fee helps Hawaiian Telcom partially offset these rising content costs to deliver collegiate and professional sports programming to our customers. 

    Learn more
  • Why do I have prorated charges/credits on my bill? Why do I have prorated charges/credits on my bill?

    Prorated charges or credits appear on your bill when service begins or ends partway through a billing cycle. These charges reflect the cost of service from your activation date through the end of the current billing period. 

    
    

    For example, if your service began on August 15 and your billing period ends on August 26, you would be billed for 11 days of service rather than a full month. 

  • 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. 

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• Change/add/remove service

  • Does Hawaiian Telcom offer vacation service? How does it work? Does Hawaiian Telcom offer vacation service? How does it work?

    Yes, Hawaiian Telcom offers Vacation Service for phone service only. 

    Rather than fully disconnecting service, eligible customers, may place their phone service on Vacation Service and receive 50% off phone line charges during the vacation period. 

    
    

    Vacation Service is not available for Internet, TV, or miscellaneous services. If phone service is bundled with other services, those other services must be removed in order to add Vacation Service. 

    
    

    NOTE: A one-time fee of $14.00 applies. Taces and applicable fees may still apply. Certain customers may not qualify, and additional restrictions may apply. 

    
    

    To place your account on Vacation Service, please contact us.

  • How can I change or modify my service? How can I change or modify my service?

    To alter your existing account by adding, changing, or removing services, you can call our Customer Support team, chat online, or stop into a retail store. 

  • How do I cancel my service? How do I cancel my service?

    We don't want to see you go! If you want to cancel some or all of your services, you can contact us for assistance. A customer service agent will walk you through the disconnection process and let you know about any final payments, equipment return requirements, or special offers available before you leave. 

    
    

    For assistance, call our support team or visit a Hawaiian Telcom retail store. 

  • How do I remove Vacation Service when I return? How do I remove Vacation Service when I return?

    You can call our support team, chat online, or visit a Hawaiian Telcom retail store to remove Vacation Service from your account. 

  • If I cancel my service, will my bill be prorated? If I cancel my service, will my bill be prorated?

    Yes, charges will be prorated based on the date your service is disconnected. This means you will only be billed for services used up to your disconnection date. 

    
    

    If you have questions about how prorated charges appear on your final bill, a customer service agent can review the details with you. 

    
    

    For assistance, call our support team, chat online, or visit a Hawaiian Telcom retail store. 

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• My Account Help

  • How do I change my contact information for My Account? How do I change my contact information for My Account?

    To update your contact information, log in to My Account and select Profile from the main menu. From there, you can manage the following: 

    • Login Information: Update your email, password, and 2-step verification settings. 
    • Contact Information: Edit the name, email, and phone number for your primary and secondary contacts. 
  • How do I create a My Account profile? How do I create a My Account profile?

    Before you begin: Have your Hawaiian Telcom account number, and an active email address ready. 

    1. Go to the My Account home page 
    2. Click Create Account. 
    3. On the Create a Profile page, enter your account number and click Continue. 
    4. On the Personal Information page, enter your name, an account nickname, your phone number (with the optional text opt-in), and your zip code. Click Continue. 
    5. On the Login Information page, enter your preferred email address and password. Check the Terms & Conditions box and click Continue. 
    6. On the Check your Email page, enter the verification code sent to your email and click Continue. 
       • If you have phone service, you will also receive an automated call. Enter the code provided during the call on the Phone Verification page and click Continue. 
    7. Once the All Done page loads, click Go to Login to sign in with your new credentials.

    
    

    Need help? If you have trouble finding your account number, please refer to this question - Where do I find my account number on the bill? - or visit our Contact Us page. 

    
    

  • How do I log into My Account? How do I log into My Account?

    To log into My Account: 

    
    

    1. Click the My Account icon located at the top of any page on the Hawaiian Telcom website. 
    2. Enter your email address and password. 
    3. Click the Sign In button. 

    
    

    NOTE: Checking Remember Me will save your email address for faster sign-in the next time you log in to your account. 

  • How do I view the services and features I have on my account? How do I view the services and features I have on my account?

    The most comprehensive way to view all of your services and features is by reviewing your monthly bill. Your bill provides a complete, detailed list of every service on your account. 

    
    

    To locate your bill in My Account, refer to our FAQ on "How do I find the details on my bill?"

    
    

    If you have questions about the services listed on your bill or require additional assistance, please refer to the Understanding & Managing My Bill section in our Help Center or contact our support team. 

  • What is an Associated Account and how do I manage it? What is an Associated Account and how do I manage it?

    An associated account is a separate account that you can access from your main My Account profile. All users start with one association—the account you created when your email was first registered. You can link other accounts to your email if you wish to access more than one from the same login.
    
    To manage associated accounts:

    1. Log in to My Account.
    2. Navigate to the Profile or Account page. 
    3. Locate the Linked Accounts widget. It displays your primary account and all associated accounts. 
    4. To add a new account, click 'Add a New Account' and enter the account number, an account nickname, and the zip code for that account. 
    5. To view details, change your primary account, or remove an existing associated account, select the three-dot menu (:) next to each account. 

    
    

    Important Note: Associating accounts allows you to manage them under one login, but it does NOT combine your billing or statements. 

    
    

    *Note: Residential customers with TV service should avoid linking their accounts, as this may impact access to TV Everywhere apps and unmanaged devices. 

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• Promotions & Pricing

  • Does Hawaiian Telcom offer a 30-day money-back guarantee if I'm not satisfied? Does Hawaiian Telcom offer a 30-day money-back guarantee if I'm not satisfied?

    Yes, Hawaiian Telcom offers a 30-day money-back guarantee on monthly recurring charges and activation fees for new TV, Phone, or Internet services. Refunds do not apply to long-distance charges, Video-on-Demand (VOD), Pay-Per-View (PPV), taxes, surcharges, or other fees. 

    
    

    To qualify, a refund must be requested for new service(s) within 30 days of qualifying installation. To contact Hawaiian Telcom, click here. 

  • How do I see when my promotions are expiring? How do I see when my promotions are expiring?

    When you view your bill (online in My Account or on your paper bill), you can see the Month and Year that each of your promotions expires. Promotion amounts and expiration dates appear below the specific product that has a promotion. See the example below.

    
    

    

    
    

    Additionally, we notify you of upcoming promotion expirations in the "Important Bill Messages" section of your bill—both the month before and during the month your promotion ends. 

  • What happens when my promotions expire? What happens when my promotions expire?

    When your promotions expire, you will typically be stair-stepped into another promotional offer. If you are on a  stair-step promotion, the receipt emailed to you when you ordered or modified your service will show what your promotional discount amount will change to after expiration.

    
    

    You can also call our support team, chat online, or visit a Hawaiian Telcom retail store to review your promotions and discuss your account.