If you normally get a monthly email from us, and now you're not, you're smart to look into what's going on. We send out our billing notifications like clockwork. You can count on them. If you're not getting them, most likely the problem has to do with your paperless billing enrollment or your email account.
New to paperless billing
If you've recently signed up for paperless billing, the problem may be just a timing issue.
Depending on your bill date, we might have printed your bill before you requested paperless billing. If that's the case, you'll likely get one more paper bill before you start getting emails alerting you that your bill is ready to view online. If you want to be sure you're enrolled in paperless billing, sign in to My Account.
Paperless billing turned OFF
It's possible your paperless billing has been accidentally turned OFF. As result, you are no longer getting billing notifications in your email box.
It's easy to check -- or uncheck -- a preference unintentionally. This kind of thing sometimes happens when customers are in My Account and/or make changes to their services online. To be sure you're still enrolled in paperless billing, sign in to My Account.
Did you know? You can sign in to My Account to check on your paperless billing. If you're not familiar with My Account (or don't know where to find the paperless billing information), we have some simple how-to instructions.
To check your paperless billing:
- Sign in to My Account.
- Click "View & Pay Bills" on the left side bar.
- Click "Enroll in Paperless Billing," to find out whether you're enrolled in paperless billing. (You can also activate/deactivate paperless billing from here.)
Emails can't get through
Occasionally, emails just can't get through, sometimes for seemingly random reasons. If you're not getting our emails as expected, it's worth doing the following:
- Look for our subject line. Our bill notification emails say -- "Your CenturyLink bill is available online" or "Courtesy Notice: Monthly Bill Information" in the subject line.
- Confirm your email address. Be sure that we have your correct email address. Maybe you've changed your address recently and/or maybe there's a typo in the address.
- Check your spam folder. With so much junk mail, sometimes the wrong stuff ends up in the spam folder. Open your "blocked senders" list and remove any CenturyLink email addresses.
- Adjust your antivirus settings. Sometimes antivirus software can be overzealous and block more than you want. Confirm your settings aren't set too stringently.
- Turn off your email forwarding. While this is not particularly common, it does happen.
For additional ideas and tips, read our article about troubleshooting email problems.