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Billing FAQs

Billing FAQs

Customer Proprietary Network Information - Special Notice

Under Federal Law, you have the right and we have the duty to protect the confidentiality of your telecommunications service information. This information includes the services and products you purchase, account activity (for example the telephone numbers you dial), and charges incurred. We may use this information for marketing purposes, without further authorization by you, to offer you the full range of communications-related products and services available from Hawaiian Telcom and Hawaiian Telcom affiliates. These services may be different from the type of services you currently buy from us. In addition to local telephone services, Hawaiian Telcom and Hawaiian Telcom affiliate services include Hawaiian Telcom long distance (where authorized), Hawaiian Telcom wireless and Hawaiian Telcom Internet access services. For a more complete description of Hawaiian Telcom's services you may call your Hawaiian Telcom service representative. Without further authorization by you, Hawaiian Telcom may also share your information with its affiliates, agents and partners to offer the services described above. If you wish to restrict this use of your information to offer services as described above, please register your restriction by completing this form and returning the Hawaiian Telcom CPNI Special Notice postage paid postcard within 30 days of receipt of this notice. If you do not return the form within 30 days of receipt of this notice, we will assume your consent. Your decision will remain valid until you tell us otherwise. Whatever you decide will not affect our provision of service to you and does not eliminate all other marketing contacts by Hawaiian Telcom.

How to Pay Your Bill

  • Mail - Hawaiian Telcom PO Box 30770; Honolulu HI 96820-0770
  • AutoPay  –   Sign-up for Auto by at hawaiiantel.com/MyAccount
  • Phone – 855- 748-1077  ($1.95 fee - residential, $3.95 - business)
  • Online – One-time payment ($1.95 fee - residential, $3.95 fee - business)
  • Bill Pay Service (set up with your bank) – fees may apply; refer to your bank for details
  • Prefer to pay in person? Pay at any First Hawaiian Bank branch* Just bring your bill and payment to any of First Hawaiian's 58 branches statewide. * Additional fee of  $1.00 will be charged to process your payment.

Other Helpful Links

General Billing FAQs

Q. Does Hawaiian Telcom accept credit card payments? 
A. Yes, you may pay by credit card online, or by automated pay-by-phone.

Q. Why should I sign up for AutoPay? 
A. You can save time and avoid the hassle of paying your bill each month if you choose to enroll in one of Hawaiian Telcom’s AutoPay (Recurring Payment).  Please let us know if you would like to authorize Hawaiian Telcom to deduct your payment from a bank account, debit card or credit card. Set it up online today. There are no service fees associated with registering an account. It's free, simple, and fast.

Q. Is there a service fee for making a one-time online payment from the Hawaiian Telcom website? 

A. Yes, there is a transaction fee --- $1.95 for residential customers and $3.95 for business customers, which is charged by Paymentus, our payment processing vendor.

Q. Will my bill show that I’ve enrolled in AutoPay? 
A. Yes, your bill will indicate that your account will be debited on a certain date. You can also go online to hawaiiantel.com to confirm your enrollment. Automatic payments will appear as credits on your bill, and the payment information will appear online once the payment has been received

Q. How do I sign up for AutoPay? 
A. Click here to begin the registration process. You’ll need the items listed below to setup a login and password for your account:
15-digit Hawaiian Telcom Account Number - located on the top, center column of your monthly invoice
Residential customers please use your service address zip code
Business customers please use your billing address zip code
Username, which you create 
Password, which you create 
Valid email address

Q. If I have more than one bill do I need to sign up each account? 

A. Yes. Each account will need to be accessed separately in My Account.

Q. Will I receive a bill in the mail if I signed up for AutoPay? 

A. Yes a paper bill will be mailed to you; however, many customers choose to “Go Green” and opt for paperless billing by changing their Preferences online. If you are registered for AutoPay, you will also receive an online notification when your bill is ready, which will be sent to your email account on record.

Q. How long does it take for my One-time payments to be posted? 
A. One-time payments made up until 1:00 p.m. (Hawaii Standard Time) will post to your telephone account on the same day, and payments made after 1:00 p.m. will post the following day.

Q. When are my AutoPay payments withdrawn from my account or charged to my credit card? 
A. AutoPay is processed 10 calendar days before your next due date. The transaction is typically recorded to your bank account or credit card statement from 1 to 3 business days after your payment is processed. See your financial institution or credit card company for more information. If you are registered in My Account, you will receive an email notification of your scheduled automatic payment 3 days before it will be withdrawn from your bank account or charged to your credit card.

Q. I just closed my bank account or received my credit card with a new expiration date. What will happen to my automated bill payment? 

A. Immediately go online to hawaiiantel.com/myaccount.  Once logged in update your payment information in the Billing section under the Manage AutoPay tab.

Q. How do I cancel my AutoPay service? 
A. Go online to hawaiiantel.com/myaccount.  Once logged in, remove AutoPay in the Billing section under the Manage AutoPay tab. Please note that if you cancel your AutoPay within 10 calendar days of your due date, your payment may already have been processed.

Q. How long does it take to cancel my AutoPay service? 

A. Cancellation is immediate if done online through My Account.

Q. What should I do if I’ve received a late notice and my service is in jeopardy of being disconnected? 
A. Please make your payment immediately at any of options listed above to avoid suspension of service. 

Q. Do I have to pay my entire bill, or can I just pay part of it? 

A. If you are unable to pay the Total Amount Due by the Due Date, please call 643-3456 (Residential, M-F 7:30am to 5:30pm) or 643-4411 (Business, M-F 8:00am to 5:00pm) to discuss your options with our billing representatives.  We’re here to help you.  Partial payments will be applied first to regulated local services, then other services.  Any unpaid service is subject to suspension, disconnection and/or collection efforts.

Q. I am planning an extended trip. Can I pay my phone bill(s) in advance? 
A. Yes. The easiest way is to sign up for AutoPay so that your bill will be automatically paid.

Q. If the due date is on a weekend, do I have the next business day to pay the bill without incurring a late fee? 
A. Unpaid services are subject to suspension, disconnection and/or collection efforts.  In accordance with the tariffs filed with the Public Utilities Commission, Tariff 20, section 1.20.6 states, “A late payment charge of 1.5% per month will apply to billed amounts, which remain unpaid 60 days or more after the Bill date, which is approximately 15 days after the due date.

Q. What’s my account balance? 

A. You may obtain current account balances online at www.hawaiiantel.com/myaccount 
RESIDENTIAL: If you are calling about a residential account balance and want to use this automated option, please call 643-3456 and follow the prompts for account balance. 
BUSINESS: If you are calling about a business account balance, please call 643-4411. 
GOVERNMENT: If you are calling about a government account balance, please call 643-3211

Q. What are the minimum browser requirements for using My Account?
A. See table below:
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