Frequently asked questions:
Q: What is Pay Xpress Electronic Bill Presentment and Payment service from Time Warner Cable?
A: Pay Xpress lets you schedule and make payments as well as receive and pay bills online. You can make payments from almost any computer with secure Internet access. You can also set up recurring payments.
Q: What is an eBill?
A: An eBill (electronic bill) is an electronic version of a paper bill that you can view online.
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Q: How does Time Warner Cable's Pay Xpress service work?
A: There are two basic steps involved in using Pay Xpress payment service:Enroll in Time Warner Cable's Pay Xpress service. Follow the simple enrollment instructions. You will need to use the same first and last names that appear on the account and have the 15-digit account number that appears on your bill handy.Make payments.You can make a one-time payment and you can choose to set up recurring payments. It takes several days for recurring payments to be established, so your first payment will always be a one-time payment.
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Q: Do I need any special hardware or software to sign up for Time Warner Cable's Pay Xpress payment service?
A: No special hardware or software is required to use this service. You will only need Web access, your browser and Adobe Reader, which is readily available if you do not already have this software installed on your computer. Click here to download Adobe Reader.
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Q: How secure is my bill payment and personal information?
A: Time Warner Cable uses several methods to ensure that your information is secure:
- User Name and Password: Your user name and password are unique identifiers. If you don't share your password with anyone, then no one else can sign onto Time Warner Cable's Pay Xpress payment site pretending to be you.
- SSL: Time Warner Cable uses SSL (secure sockets layer) that ensures your connection and information is secure from outside inspection.
- Encryption: Time Warner Cable uses 128-bit encryption to make your information unreadable as it passes over the Internet.
- Automatic Sign Out: Time Warner Cable automatically signs you out of a session if you are inactive longer than ten minutes. We recommend you sign out immediately after you are finished setting up and making payments.
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Q: After enrolling in Time Warner Cable's Pay Xpress service, when can I start paying my bills?
A: After you complete and submit the enrollment form, we process your enrollment and activate your service. In the meantime, you can access Time Warner Cable's Pay Xpress payment service if you need to make any adjustments to your User Profile. You should begin receiving a Pay Xpress eBill within a month or so, depending upon the billing cycle.
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Q: What if I forget my password?
A: During your registration with Pay Xpress you will be asked to provide a challenge question to remind you of your password. If you forget your password, you'll be prompted to enter your email address and will then have an opportunity to enter the answer to your challenge question.
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Q: How am I billed for Time Warner Cable's Pay Xpress service?
A: There is no cost for enrolling in and using Time Warner Cable's Pay Xpress payment site. See Terms and Conditions for complete details.
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Q: How do I cancel my Pay Xpress payment service.
A: To cancel your Pay Xpress service, simply contact Time Warner Cable and ask to be de-enrolled. You can call us at 1-866-4TWCNOW or send an electronic message to us. Click here to send an electronic message.
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Q: Where can I find my account number?
A: You can find your account number on any electronic bill or paper bill. It is located on the upper left or on the payment coupon below the statement date.
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Q: If an account is in a name other than my own, can I still sign up for Pay Xpress payment service?
A: Yes, but you will need to sign up with the name that appears on the account.
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Q: Will I receive a reminder that I have an eBill ready for viewing and paying?
A: You will receive an e-mail notification reminding you that an eBill has been presented to Time Warner Cable’s Pay Xpress payment site and is ready for payment. It is a good idea to check your e-mail and/or spam filters to make sure this e-mail will be permitted to arrive in your e-mail box. The notification e-mail is the only notification you will receive. However, you can access your Pay Xpress account any time, whether or not you have received an e-mail notification.
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Q: How long does it take to receive an eBill?
A: Once your request to receive an eBill has been accepted by Time Warner Cable, it may take a month or more, depending on the billing cycle, before you begin receiving bills electronically.
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Q: Will I still receive a paper copy of the bill through the U.S. mail?
A: Once you subscribe to Pay Xpress, we will stop sending a paper copy of your Time Warner Cable billing statement. Depending on your billing cycle, it is possible that you may receive one more copy of your paper bill.
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Q: Can I store or view paid Pay Xpresss?
A: You can view paid eBills by looking at "Previous Statements." EBills may become unavailable after a period of time, however (typically six months). You can always use your browser's print function to print the bill if you want to keep long-term records.
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Q: When is the money for the payment drawn from my bank account?
A: The funds for the payment are debited from your account on the statement due date.
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Q: Can I make a payment greater than my regular monthly payment amount?
A: Yes, simply type in the amount of the payment you wish to send instead of your regular monthly payment amount.
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Q: Can I be enrolled in Time Warner Cable's Automatic Bill Payment Service and still receive a Pay Xpress eBill?
A: If you want to receive your monthly billing statement electronically, you will need to sign up for our Pay Xpress service. However, Pay Xpress accepts the same forms of payment as our Automatic Bill Payment Service and also allows you to set up recurring payments.
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Q: How do I set up automatic recurring payments with Time Warner Cable's Pay Xpress?
A: You can set up automatic recurring payments by clicking on the SetUp/Change link and then selecting your payment type. The payment type information will only be displayed if you have a balance due. .Recurring payments will not begin until your next online billing statement arrives.
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Q: What if my request for Pay Xpress Service is rejected?
A: If your request for Pay Xpress is rejected, please try one of the following:
- Try to request Pay Xpress again by making sure you entered your information (especially the name on your account) completely and accurately.
- Contact Time Warner Cable's customer care department at 1-866-4TWC-NOW to gain better understanding of why your Pay Xpress request has been rejected.
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Q: The amount for a Pay Xpress eBill seems incorrect. What should I do?
A: If you have questions about a Pay Xpress eBill, please contact Time Warner Cable's customer care department at 1-866-4TWC-NOW.
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Q: My Pay Xpress eBill is late. What should I do?
A: If your normal Pay Xpress billing cycle has passed and you still have not received your Pay Xpress eBill, contact Time Warner Cable's customer care department at 1-866-4TWC-NOW.
Depending on billing cycles, the exact day you receive your bill each month may vary. Also, remember that it can take over a month before you receive your first Pay Xpress eBill from Time Warner Cable.
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Q: How can I confirm that a payment has been made?
A: After the payment date, check the status of the payment by looking at the Statement Balance on the Account Summary page. If the balance is zero then the payment has been received by Time Warner Cable. You can also check to see if the funds have been drawn from your bank account. Or you can call Time Warner Cable to see if they received and credited the payment. (Sometimes it may take Time Warner Cable a few days to credit your account.)
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Q: What do I do if the payment amount is incorrect?
A: If the payment has been processed, you cannot change the payment amount. If you over-paid, please contact Time Warner Cable's customer care department at 1-866-4TWC-NOW to request a refund or a credit toward the next payment.
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Q: Does Pay Xpress transfer my account when I move?
A: When transferring your service, Pay Xpress will not transfer your account information. You will have to be de-enrolled from your current account, and re-register with your new 15 digit account number. To have this processed, click here and place your request online.
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