Business Support

Troubleshooting bill-payment problems

If you're trying to pay your bill, but things aren't going as smoothly as you'd expect, maybe one of these answers can help.

Problem Short Answer Explanation
Not seeing One-Time Payments option Likely you need different permissions If you're in Control Center, but cannot see the Billing tile or One-Time Payments subtile, you probably don't have read or write billing permissions. Contact your Control Center system administrator and ask about getting your permissions changed.
Not seeing all accounts listed Not all accounts can be paid electronically
If you're not seeing all your accounts listed, it could be that the missing ones can't be paid electronically. For instance, equipment (CPE), ATM, Frame Relay, and Metro Ethernet accounts cannot be paid online. Some local service accounts (CLA) cannot be paid using Autopay. Only accounts that can be paid online are displayed. You may also not have permission to view all your organization's accounts.
Incorrect charge (too small) Small charge is a way to validate new credit and debit cards
If you made a credit card payment, but only see a $1 charge on your card, don't worry. Everything's correct. The $1 charge is our way of validating new credit and debit cards. The $1 charge will be refunded and the correct amount debited.
Payment hasn't posted System needs more time to process billing data
If your payment hasn't posted to your account, give it a bit more time. It can take up to five business days for a payment to be authorized and posted to your CenturyLink account.
Not receiving notification emails
Your contact or alert settings may need adjusting
If you haven't received a notification email, double check that your contact information and alert settings are correct.

If you have additional questions about billing or payments, please contact us.