Common Connection Errors / Solutions

"I can't get past the My NetZero login page"

If you are continually looped back to the My NetZero login page and are unable to access the billable services signup form, there are a couple of possibilities as to why this is occurring:

A. Ensure that cookies are enabled in your browser

Internet Explorer 7.x users::

1. Click the Windows Start button, point to Settings, and select Control Panel.
   Windows XP category view : Click Start and select Control Panel.
2. Double-click the Internet Options icon.
3. Select the Privacy tab.
4. Click Default button under Settings section.
5. Change your settings to be less restrictive by moving the slider down so that you can accept cookies.
6. Click OK.

Internet Explorer 6.x users:

1. Click the Windows Start button, point to Settings, and select Control Panel.
   Windows XP category view : Click Start and select Control Panel.
2. Double-click the Internet Options icon.
3. Select the Privacy tab.
4. Change your settings to be less restrictive by moving the slider down so that you can accept cookies.
5. Click OK.

Internet Explorer 5.x users:

1. Click the Windows Start button, point to Settings and select Control Panel.
2. Double-click on the Internet or Internet Options icon.
3. Select the Security tab.
4. Click on the Custom Level button.
5. Scroll down to the Cookies section.
6. Ensure that Allow per-session cookies and Allow cookies that are stored on your computer are both set to Enable.
7. Click OK and OK again to exit Internet Options.

Internet Explorer 4.x

1. Click on the Windows Start button, point to Settings and select Control Panel.
2. Double-click on the Internet or Internet Options icon.
3. Select the Advanced tab.
4. Scroll down to the Security section.
5. Under Cookies, select Always accept cookies.
6. Click OK to exit Internet Options.

How to enable or disable cookies

1. Go to Google Chrome and Click on Wrench icon.
2. Select Settings.
3. At the bottom of the page click on Show advanced settings...
4. In Privacy section click on Content settings...
5. In cookies section to enable the cookies ensure that the box Allow local data to be set for the current session only is checked and to disable uncheck the box.
6. click OK

B. Check for viruses

If you have checked your browser configuration and are still repeatedly taken to the My NetZero login page, your computer may have been infected with one of several viruses that may block secure transactions, such as a virus called W95.Hybris that can affect secure transactions such as Credit Card billing.

If you do not currently have anti-virus software, we recommend that you purchase or download virus scan software to protect your computer from the many viruses affecting computer users today. You can find more information on anti-virus products on our Support site by clicking here.

Please refer to your virus program help feature for instructions on how to update the virus definition files and remove viruses from your system. We recommend that you make a habit of updating your anti-virus software on a regular basis. Without the latest virus definitions, your anti-virus software is helpless in preventing the newest viruses from infecting your computer.

If you continue to experience difficulties submitting your credit card information, please provide us with the exact error message you are receiving so we can better assist you.

For a complete list of NetZero Support options, click here.

You will be taken to a Personal Assistance Ticket form, which you can fill out and send to us. With this ticket, we can track your request and be sure we have all of the information we need to assist you as quickly as possible.