I can't log in to the "My Account" page.

If you are experiencing problems logging into "My Account", please try the following:

A. Check your Member ID and password
Make sure you are entering the correct Member ID. It should be the portion of your Email address before @netzero.com

Check to see that the Caps Lock key is not on while entering your password.

If you have forgotten your password, click here. If you are sure that you are entering the correct Member ID and password, but the logon screen keeps looping back each time, try the following:

B. Adjust your system clock
Check your system's clock by double-clicking on the time, which is usually found in the lower right-hand corner of the screen. Make sure the time is the correct local time and the calendar is set to the correct date. If not, correct it. Also check the Time Zone to ensure it is set to your proper location. Click OK when finished and Restart Windows before attempting to log in again to the NetZero My Account page.

If the above steps do not solve the problem, continue with the following steps.

C. Delete cookies and temporary Internet files

For Internet Explorer 7.x users:

• Open Internet Explorer.
• From the Tools menu, select Internet Options.
• Select the General tab.
• Under Browsing history, click Delete.
• Click the Delete cookies button under Cookies.
• Click OK to confirm.
• Click the Delete files button under Temporary Internet Files.
  Note: Check the box Delete all offline content to delete the offline files saved on your system.
• Click OK to confirm.
• Click Close.
• Click OK to exit.

For Internet Explorer 6.x and 5.x users:

• Click on the Windows Start button, point to Settings and select Control Panel.
• Double-click on the Internet Options icon.
• Select the General tab.
• Under Temporary Internet Files, click on Delete Cookies.
• Click OK to confirm.
• Under Temporary Internet Files, click on Delete Files.
• Ensure that Delete all offline content is checked.
• Click OK and OK again to exit Internet Options.

For Netscape users:

• Open Netscape.
• From the Edit menu, select Preferences.
• Under Category, click on Advanced.
• Ensure that Enable JavaScript is checked.
• Under Cookies, ensure that Accept all cookies is checked.
• Click on the + next to Advanced.
• Under Advanced, click on Cache.
• Click on Clear Memory Cache.
• Click OK.
• Click on Clear Disk Cache.
• Click OK.
• Click OK to exit Netscape Preferences.

D. Adjust your browser's security settings
For Internet Explorer:

• Open Internet Explorer.
• Go to the Tools menu.
• Select Internet Options.
• Click on the Security tab.
• Change the security slider to the Medium setting.
• Click OK.

For Netscape Navigator or Communicator:

• Open Netscape.
• Go to the Edit menu.
• Select Preferences...
• Click the Advanced option on the left.
• Make sure that Enable Java is checked.
• Make sure that Enable JavaScript is checked.
• Make sure that Enable style sheets is checked.
• Under Cookies, make sure that Accept all cookies is selected.
• Click OK.

E. Internet Explorer users: Repair IE
If you are using Internet Explorer, you may want to attempt to repair your browser.

• Click on the Start button.
• Click on Settings.
• Select Control Panel.
• Click on the Add/Remove Programs icon.
• Scroll down to Microsoft Internet Explorer and click the Add/Remove button.
• Select the Repair Internet Explorer option and click OK.

F. Upgrade your browser to "128-bit high encryption".
You can check your browser's encryption settings by doing the following:

• Open your browser.
• Click on the Help menu.
• Click on About Navigator for Netscape, or About Internet Explorer for IE.
• Look under Encryption or Cipher strength to find the details for your browser.

• If you use Internet Explorer and need to upgrade to 128-bit encryption, click here.
• If you use Netscape Navigator and need to upgrade to 128-bit encryption, click here.

If you still cannot access your Account page and have a billing-related question, please click here for additional support options.