Help With Account Issues

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.

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.

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 autopay 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 autopay rule and create a new one.
• You can edit your new autopay rule by  logging in to My Account and clicking My Payments > Manage Autopay. Click Edit Autopay to change your payment method and the date you want to pay.

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, 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. Your Ziply ID is the email address you provided to us
2. In order to create a password, or if you have forgotten your password, please visit ZiplyFiber.com/ForgotPassword

      a. Enter your email address and click continue.
      b. Follow the steps to verify and choose a new password
      c. Once a new password is setup, please visit ZiplyFiber.com/Login to access your account

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.
   
   
3.  If payment is due and you can't login to your account, you can also:
   
   • Pay by phone 1.866.947.5955
   • Mail your payment to:
     
     Northwest Fiber
     P.O. Box 740416
     Cincinnati, OH 45274-0416

Important: If your account is suspended, please contact us so we can assist you as mailed payments will take 7-10 business days.