Account & Billing

• My Account

  • 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, an active email address, and one of your two most recent bills 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 Business Information page, enter your name, an account nickname, your phone number (with the optional text opt-in), and your bill amount. 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. 
    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 in to My Account? How do I log in to My Account?

    To log in to 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 change my My Account Password? How do I change my My Account Password?

    To change your My Account password: 

    1. Log in to My Account. 
    2. Navigate to the Profile page. 
    3. Locate the Login Information widget and click Edit within the Current Password section. 
    4. Enter your current password, then type and confirm your new password. 
    5. Click Save. 

    
    

    NOTE: Once your password is saved, you will be logged out and prompted to sign in again with your new password. 

  • 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 Billing Support Section in our Help Center or contact our support team. 

  • How do I change my contact information in My Account? How do I change my contact information in 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. 
  • What is an Associated Account? What is an Associated Account?

    An associated account is a separate account that you can access from your mail 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, account nickname, and the amount from one of your two most recent bills when prompted. 
    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. 

  • How do I add an Associated Account? How do I add an Associated Account?

    To add an associated account:

    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. Click 'Add a New Account' and enter the account number, account nickname, and the amount from one of your two most recent bills when prompted. Once added, the account will appear in the Associated Accounts section of the widget. 

    
    

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

  • How do I remove an account from my profile? How do I remove an account from my profile?

    To remove an associated account: 

    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. Select the three dot menu (:) next to the associated account you'd like to remove, select Remove, and then click Remove again in the pop-up window to confirm.

    
    

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

  • What is the default or primary account? What is the default or primary account?

    Your default or primary account is the one that the system automatically displays when you log in.

    • If you have only one account, that is your default account.
    • If you have more than one account associated with your profile, you can select one of them as your default. 

     

    To manage your default and 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, account nickname, and the amount from one of your two most recent bills when prompted. 
    5. To view details, change your primary account, or remove an existing associated account, select the three-dot menu (:) next to each account. 

     

    After associating more than one account, you can easily switch between them using the 'Select Account' drop-down menu in the main navigation bar. 

  • How do I change the default or primary account? How do I change the default or primary account?

    To change your default or primary account:

    1. Log in to My Account.
    2. Navigate to the Profile or Account page. 
    3. In the Linked Accounts widget, find the account you want to make your primary. 
    4. Click the three-dot menu (:) next to that account and select Account Details.
    5. On the Account Details pop-up, click 'Set as Primary Account'.

    
    

    Once updated, click Go to Account to view your new primary account, or select Cancel or the "X" to close the pop-up. 

  • How do I create or change an account nickname? How do I create or change an account nickname?

    Including an Account Nickname is required when creating your My Account profile.

    
    

    You can change your nickname using two methods after logging in: 

    
    

    Method 1: Quick Edit

    1. Navigate to the Overview, Profile, or Account page.
    2. On the section directly beneath the main navigation, click the pencil icon above the Account Nickname label.
    3. Enter your new nickname in the Change Nickname pop-up and click Save. 

    
    

    Method 2: Via Linked Accounts

    1. Navigate to the Profile or Account page.
    2. In the Linked Accounts section, click the three-dot menu (:) next to the account you want to update, and select Account Details.
    3. On the Account Details pop-up, select the pencil icon next to the Account Nickname.
    4. Enter your new nickname and click the checkmark.
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• Managing Payments & Bills

  • 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 can I view past bills? How can I view 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 can I view a print-ready bill? How can I view a print-ready bill?

    After logging in to My Account, you can access a print-ready version of your bill from two locations:

    1. From the Overview Page: 
       • Find the Current Balance section.
       • Click View Current Statement. Your bill will open as a PDF in a new tab, and you can print it from here.
    2. From the Billing Page: 
       • Click Billing in the main navigation. 
       • Under Billing History, click View for the bill you want to see. Your bill will open as a PDF in a new tab, and you can print it from here. 
  • Why isn't my recent payment reflected on my balance? Why isn't my recent payment reflected on my balance?

    Payment posting times vary depending on the payment method used. 

    • AutoPay: Within 2-3 business days. 
    • Online one-time payment: Within 2-3 business days.
    • By Phone: Within 2-3 business days. 
    • In Person - Retail Store: Within 2-3 business days. 
    • In Person - First Hawaiian Bank Branches: Within 2-3 business days. 
    • Mail: Within 5 business days after payment is received.
    • Bank Bill Pay (through your financial institution): Typically within 7 business days.
  • What happens if I did not receive a payment confirmation? What happens if I did not receive a payment confirmation?

    If you made a payment through AutoPay, a one-time online payment, or by phone and did not receive confirmation, you can verify your payment by signing in to My Account and Viewing your Payment History on the Billing page. 

    
    

    If you used a different payment method and did not receive confirmation, please contact Customer Service for assistance. 

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

    Online payments, including AutoPay and one-time payments, made via My Account, generally post to your account within 2 to 3 business days. 

  • What happens if my credit card transaction has been declined? What happens if my credit card transaction has been declined?

    If your credit card has been declined, the payment cannot be applied to your account. We recommend that you contact your card-issuing bank immediately. Provide them with your account information, as well as any details associated with this transaction. 

  • I want to pay by electronic check. How do I identify my Bank Routing Number and Bank Account Number? I want to pay by electronic check. How do I identify my Bank Routing Number and Bank Account Number?

    A bank routing number, also known as an ABA number, is a nine-digit code that identifies your bank or credit union. It appears at the bottom of your checks, typically on the left side, and may also be available through your bank's online or mobile banking platform. 

    
    

    Your bank account number identifies your specific account and is printed at the bottom of your check, usually to the right of the routing number. You can also find it on bank statements or in your online or mobile banking account. If you're unsure which number to use, contact your bank for assistance before submitting your payment. 

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• 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. 
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• Other

  • What is changing with Managed Threat Security - Bundle (MTSB)? What is changing with Managed Threat Security - Bundle (MTSB)?

    Adapting to a New Era of Security
    Cybersecurity has evolved. Today’s threat landscape requires more than traditional firewall management—it demands comprehensive protection and rapid response across all environments. While firewalls remain an important layer of defense, they are no longer sufficient on their own to protect against modern cyber threats. Organizations now need security solutions designed to protect cloud, remote, and hybrid work environments.
     

    What's Changing
    In response to these industry shifts, we are phasing out the MTSB (Managed Threat Security - Bundle) service at the end of its current product lifecycle, effective October 1, 2026. This change allows us to better align with modern cybersecurity needs and ensure our customers have access to stronger, more adaptive protection.
     

    What This Means for You
    To support your continued security, we’ve partnered with Pacxa, a trusted service provider with expertise in delivering advanced cybersecurity solutions to continue to support your business. Together, we will help you transition to services that provide enhanced threat protection, improved visibility, faster detection and response, and support for cloud and hybrid environments. Our team will work closely with you to ensure a smooth, seamless transition with minimal disruption.
     

    Our Commitment
    We are committed to supporting you through every step of the transition, recommending the best-fit solutions for your business, and ensuring continuity and protection during the migration. Your security remains our top priority.

    
    

    FAQS:

    Why is the MTSB service being phased out?  
    Modern threats require more advanced, integrated solutions beyond traditional firewall management. Phasing out MTSB allows us to focus on services that better protect today’s environments. 
     

    When will the MTSB service be discontinued?  
    It will be retired effective October, 1, 2026, and will no longer be available after this date Between now and October 1, 2026, our team will work with you to plan your transition to Pacxa. 
    
    What should I do next?  
    No immediate action is required. Next steps will be provided by your Hawaiian Telcom representative. 

    
    Will there be any disruption to my service?  
    Rest assured, our team will work closely with you to ensure a smooth, seamless transition with minimal disruption. 

    
    Will my costs change? 
    Pricing may vary depending on the solution selected. Our team will work with you to identify options that align with your security needs and budget. 

    
    Can I migrate to a new vendor before the end of the lifecycle?  
    Yes. If you prefer not to transition to Pacxa, you may transition to another service or vendor prior to 10/1/26.  

    
    Who do I contact for support? 
    Your Hawaiian Telcom account team will remain your primary point of contact and will assist in coordinating your transition. Please reach out to your account representative.