Can't login to my account

It can be very frustrating when you need to get into your account but can't remember your username, password or maybe even where to go to sign in. Let us help.

My Account

If you're trying to log in to My Account, confirm you're using the correct username, and if you are, try resetting your password. If you no longer have access to the email associated with your account, or you're still not able to log in, chat with us.


You don't log in to AutoPay per se. You log in to My Account, and from there, you can see the status of your payments, including your AutoPay history.


If you're trying to access your CenturyLink email account, but can't remember your password, you can reset it. You'll need your 10-digit billing phone number, CenturyLink email address and the correct answers to your two secret questions. When you're ready, go to the CenturyLink email password reset page

If you’ve forgotten your username, you can chat for help. (Tip: Your username is the first part of your email address. For instance,

If you're new to CenturyLink and haven't set up your email account, you won't be able to log in until you set it up. It only takes a few minutes to create an email address, username and password.

Norton™ Antivirus

If you have Norton AntiVirus software as part of your CenturyLink High-Speed Internet service, you don't need to log in to anything to get access to it. Instead, you need to download it. Before you can start the download process, you'll need to validate who you are. You'll be asked to provide/refer to: (1) your account number and (2) your HSI activation letter, a CenturyLink bill or your login for or

Prism® TV

To make changes to your Prism service, log in to My Account. (If you've forgotten your username or password, retrieve/reset them.) Once you're in your account, you can upgrade/downgrade your programming package and view your billing statement.

TIP: To schedule your DVR remotely, go to and sign in. If don't already have an account (and are a Prism customer), you can create one. If you have an account but have forgotten your password, you can reset it. Once you're signed in, you'll see a TV Listing & DVR option at the top of page. If you have questions, chat with us.

Verizon Wireless

Verizon Wireless manages the day-to-day aspects of your service, so you need to go to their website to log in and make changes to your account. If you've forgotten your log in credentials, you can retrieve your user ID and reset your password. If you need additional help, contact Verizon Wireless directly.


DIRECTV manages the day-to-day aspects of your service, so you need to go to their website to log in and make changes to your account. If you don't already have an online account, you can create one. If you've forgotten your log in credentials, you can retrieve your usernameand/or reset your password. If you need assistance, call 800-531-5000. (Tip: For DIRECTV accounts, you username is usually your email address.)  

MSN® Dial-up

We no longer support MSN, MSN Premium or Windows Live. If you have a Microsoft® email address (, or, sign in to MSN Support to access your account. If you're having trouble signing in, you can get help with your password. If you're experiencing other problems, visit the MSN Solution Center or call 800-386-5550.

Tip: If you know your password, but still can't sign in, be sure you're using the correct username. Your username is your email address, and you need to enter your complete address, including the correct domain (e.g.,,,

Repair Ticket

If you have a repair ticket—and have questions or want to make changes to it—use our troubleshooter tool. To "log in," you'll need to enter your account number and billing zip code.

Once you're in, you'll be able to:

  • Find your ticket number
  • Change the phone number the technician has for you
  • Check your technician's status on the day your install’s scheduled
  • Cancel your ticket and/or scheduled install

You can also use this tool to launch your service test from here by entering the following information.

If for some reason the system doesn't recognize your information, contact us.


If you're trying to log in to your CenturyLink Voice Mail account and have forgotten your password, you can reset it. If you're a new customer, you need to set up your service before you can log in and get your messages.

Long distance

If you need to log in to your CenturyLink Long Distance account, you can do it online. Once you're logged in, you can make a payment, view your bill, change your payment method and manage your long distance account.

If you've forgotten your log in information, you can retrieve your username, password and security code from the Long Distance log in page.

What you need

How you validate your identity


  1. Billing telephone number (BTN) 
  2. Password 
  3. Online security code*


  1. Billing telephone number (BTN) 
  2. Password 
  3. Online security code*

Username and password

  1. Billing telephone number (BTN) 
  2. Online security code*

Online security code

  1. Billing telephone number (BTN) 

Note: After you enter your BTN, you can have your code mailed to you. Or, you can call 800-860-2255, and we can email it to you instead. (For security reasons, our agents can't tell you the code over the phone. They must send it to you.)

If you believe you're using your correct username/password, but still can't get into your account, call 800-860-2255, and we'll investigate the problem.

*You were given a security code when you created your online, long distance account. This is a different code than any other one you may have. It is specific to your long distance service.

Update Center

If you have certain calling features installed on your phone line (e.g., no solicitation, security screen), you can set up and manage them by calling the CenturyLink Update Center and "logging in."

To use the Update Center, do the following:

  • New customers. For security reasons, new customers must dial 78 from their primary home number to establish their PIN, changing it from the temporary PIN of 1234. (Note: If you call in from a different number, or by dialing 888-(your area code)-8052, you will get a recording telling you to dial 78 from your primary number.) Once you've established your personal security code, all future changes and updates can done from any touch-tone phone.
  • Existing customers. From the line that has the feature installed on it, dial 78. Or, from any touch-tone phone, dial 888-(your area code)-8052.** For example, 888-612-8052.

If have the number you need to call the Update Center, but you've forgotten your security code, call 800-573-1311. The repair agent will validate your identity and reset your code.

**In Minnesota area codes 763 and 952, call 888-612-8052 to reach the Update Center. In Iowa area code 641, call 888-515-8052. In Arizona area code 928, call 888-520-8052. In Oregon area code 971, call 888-503-8052. In Oregon area code 458, call 888-541-8052.