Check this page for solutions to issues with online payments and your Ziply ID.

Online Payment Issues

 I lost internet access while making a payment

Don't worry. Your payment is not complete until you reach the confirmation page. If you lose access during your payment, click My Payments > Payment History. If a payment was processed, you'll see it at the top of the list. If it isn't there, it's safe to submit another payment. You won't be charged twice.

Your payment history seen in My Account

 My checking account has insufficient funds

If this happens, we'll re-submit your payment once. If the payment fails again, your bill will not be paid. Your bank may charge you a service fee.

To avoid a failed payment, log in to My Account with your Ziply ID and password. Make a one-time payment with a different credit card or bank account. Click My Payments > Make a Payment and follow the steps on the screen. For detailed instructions, see Make an Online Payment.

Make a payment in the Ziply account management portal

 My account is past due

Contact us to avoid an interruption of service. Paying online or by phone will get your account up to date the fastest.

 I can't edit my Auto Pay settings

  • If you set up automatic payments with a customer service agent, and you want to make changes, there's an extra step to take. Delete your existing Auto Pay rule and create a new one.
  • You can edit your new Auto Pay rule by  logging in to My Account and clicking My Payments > Manage Auto Pay. Click Edit Auto Pay to change your payment method and the date you want to pay.
Manage your Auto Pay settings

 I need to resolve a billing dispute

  • If you disagree with your payment history or balance due, contact us. We'll work with you to settle the problem.
  • If your service is suspended, chat with us online or contact us.
  • If your account is suspended for lack of payment, contact us and pay by phone for the fastest action. Your service will be restored once your full payment is received and verified.

Ziply ID Issues

 I'm concerned about my privacy and security

Here's how we protect your Ziply account:

  • We encrypt your financial information and store it in our secured database.
  • We partially mask your information (e.g., XXXXXX1234) when presenting it in My Account.
  • We process your payment by sending encrypted data through a secure banking network connection.

Using My Account will not cause you to receive spam email. You can opt out of non-billing related, informational emails at any time. We do not sell your personal information to third parties.

Please read our  Terms and Conditions and  Privacy Policy.

 I never received my Ziply ID verification

Try this:

  1. Sign in, go to the My Account page, and click the link in the alert banner to "Re-send verification email."
  2. Check your email inbox and spam folder for an email from Ziply Communications.
  3. If the email is not there, please contact us.

 I can't log in with my Ziply ID

Make sure you've completed the process by clicking the link in your verification email. If you haven't received the email, see I never received my Ziply ID verification above.

 I can't access my account online—even though I've gotten in before

  1. Check your internet connection.
  2. Check your credentials: Access the  Ziply login page and select the Ziply ID / Username Forgot? link.

    Click the Forgot? link for help with your login
  3. If your login works, but you don't see your account information, your services may have been suspended due to non-payment. Please contact us to make payment arrangements and restore your account access.
    Note: You can make a one-time payment online, but there could be a 3- to 5-day delay in payment being posted to your account and your service being restored.
  4. If payment is due and you can't get to your account, the best option is to contact customer service to pay by phone. You may also:
    • Mail your payment to:

      Northwest Fiber
      P.O. Box 740416
      Cincinnati, OH 45274-0416
    • Pay in person at a Ziply  retail store or with a  Payment Agent.

For any other issues, contact us.

Still need help? Call 1.866.699.4759 or Live Chat

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