Common Browsing Errors / Solutions

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

1. Make sure you are entering the correct Member ID. It should be the portion of your Email address before @netzero.com
2. Check to see that the Caps Lock key is not on while entering your password.
3. If you signed up for an account over the phone and are having problems with your Member ID or 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

1. Check your system's clock by double-clicking on the time, which is usually found in the lower right-hand corner of the screen.
2. Make sure the time is the correct local time and the calendar is set to the correct date. If not, correct it.
3. Check the Time Zone to ensure it is set to your proper location.
4. Click OK when finished.
5. Click the Start button and select Shut Down.
6. Restart Windows.
7. Login again to the NetZero My Account page.

If the above steps do not solve the problem, try the following:

C. Delete cookies and temporary Internet files

For Internet Explorer 7.x and newer users:

1. Open Internet Explorer.
2. From the Tools menu, select Internet Options.
3. Select the General tab.
4. Under Browsing history, click Delete.
5. Click Delete cookies button under Cookies.
6. Click OK to confirm.
7. Click Delete files button under Temporary Internet Files.
   Note: Check the box Delete all offline content to delete the offline files saved on your system.
8. Click OK to confirm.
9. Click Close.
10. Click OK to exit.
11. Restart the browser

For Google Chrome users:

1. Click on the Google Chrome icon to launch the browser.
2. Click on the Chrome menu on the browser toolbar
3. Select Tools
4. Select Clear Browsing Data
5. A dialogue window will appear, providing you with a list of checkboxes for the types of information that you wish to have removed
6. Use the menu at the top to select the amount of dara that you want to delete. Select Beginning of Time to delete everything
7. Click Clear Browsing Data
8. Restart the browser

For Firefox users:

1. Click on the Firefox icon to launch the browser
2. At the top of the Firefox window, click Firefox button and then select Options
3. Select the Privacy panel
4. In the History section, set Firefox will: to Use custom settings for history
5. From the far left side Click the Show Cookies… button
6. From the popup screen click Remove All Cookies
7. Close all windows and restart Firefox

For Safari 6 and 7 users:

1. 1.Click on the Safari icon to launch the browser
2. 2.Form the menu Click on Develop
3. 3.Click on Empty Cache
4. 4.Restart browser

D. Adjust your browser's security settings

For Internet Explorer 6 to 11 users:

1. Open Internet Explorer
2. Go to the Tools menu.
3. Select Internet Options.
4. Click on the Security tab.
5. Click on the Default Level button
6. Change the security slider to the Medium setting.
7. Click OK.
8. 8.Restart the browser
   
   

If you still cannot access your Account page and have a billing-related question, click here to fill out a personal assistance ticket. Your request will be handled by a customer service representative within one business day.