Step-by-Step Instructions: My Account

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My Account

Read detailed instructions for completing processes available through My Account, such as paying your bill.

Appointments

  1. Sign in to My Account.
  2. On the main screen, go to My Appointments.
  3. Select Reschedule beneath the appointment you wish to change.
  4. Select a new date and time.
  5. Select Reschedule Appointment.
  6. A confirmation message will be displayed indicating the appointment was successfully rescheduled.

Note: The Arrival Time is the time window when you should expect us to arrive at your home to begin work. Your appointment duration may vary depending on the services being installed or repaired.

  1. Sign into My Account.
  2. On the main screen, go to My Appointments.
  3. Select Cancel Appointment beneath the appointment you would like to cancel.
  4. When prompted, select Cancel Appointment.

Note: Select Keep Appointment should you decide not to cancel.

  1. A confirmation message will be displayed indicating the appointment was successfully cancelled.

Manage account users

  1. Sign in to My Account.
  2. Select the My Profile tab.
  3. From the My Preferences section, select User Management.
  4. Select Add a User.
  5. Enter the user’s first name, last name and email address.
  6. Check the box to Make this person an Account Partner if you want the user to have full access to your account or assign individual tool permissions by checking the box for a tool name.
  7. Review the Manage Users Terms and Conditions and check the box for I have read and agree to the Terms and Conditions.
  8. Click Add.
  9. The user will be sent an email to complete the registration process.

Note: Once the email has been sent, the user has 72 hours to complete the registration process. If the user does not complete registration within the 72 hour window, you will need to start the process from the beginning.

Note: Only the Primary Account Holder or an Account Partner can disable a user's access.

  1. Sign in to My Account.
  2. Select the My Profile tab.
  3. From the My Preferences section, select User Management.
  4. Select the Users tab.
  5. Locate the desired user and select Disable next to their name.

Note: You can re-enable a disabled account by clicking Enable next to a user’s name.

Note: Only the Primary Account Holder or an Account Partner can delete a user's access.

  1. Sign in to My Account.
  2. Select the My Profile tab.
  3. From the My Preferences section, select User Management.
  4. Select the Users tab.
  5. Locate the desired user and select Delete next to their name.

Note: Only the Primary Account Holder or an Account Partner can manage user access and preferences.

  1. Sign in to My Account.
  2. Select the My Profile tab.
  3. From the My Preferences section, select User Management.
  4. Select the Users tab.
  5. Locate the desired user and select Edit next to their name.
  6. From here, you can:
    1. Edit permissions for tools, including locking and unlocking channels if you are a video subscriber.
    2. Send a password reset email

Pay your bill

  1. Sign in to My Account.
  2. On the main screen, click Pay My Bill.
  3. On the Pay My Bill screen, choose Recurring for Payment Frequency and either Credit Card or Debit Card or Bank Account from the Method of Payment dropdown menu.
  4. Click Continue.
  5. Read and accept the Terms and Conditions by checking the I Agree to the Terms and Conditions box.
  6. Click Continue.
  7. Important! Read the note pertaining to draft dates and billing cycles.
  8. Enter your payment information:

    Credit card or debit card 
  • Card Type
  • Name on Card
  • Card Number
  • Expiration Date

Bank account 

  • Checking or savings
  • Name on account
  • Routing number
  • Account number
  1. Click Continue.
  2. Verify your billing information. Note: if any information is not correct, click Back to make corrections.
  3. Read the note regarding the amount of time it may take to process your payment.
  4. Click Submit.
  5. Your recurring payment is confirmed. Please be sure to read the note pertaining to your billing cycle. 
  • Credit card or debit card example 
  • Bank Account example 
  1. Click Return to Bill Summary to exit.
  2. The Payment Frequency field will show you are now enrolled in recurring.
  3. An email confirmation will be sent to the email address associated with your TWC ID.
  1. Sign in to My Account.
  2. On the main screen, select the Payments tab. 
  3. If you have scheduled a payment to be paid in the future, you have the option to Edit or Cancel.
  4. Select the appropriate link. 
  5. Edit allows you to change the payment amount and/or the payment date. Once you have made your changes and select Continue, you will be asked to verify the information and select Submit to see the confirmation screen.
  6. Cancel terminates the payment. You will be asked to confirm the cancellation. Select Yes to complete the operation and see the confirmation message.
  7. Whether you Edit or Cancel a payment, an email confirmation will be sent to the email address associated with your TWC ID.  
  1. Sign in to My Account.
  2. On the main screen under Billing, select the Replace link.
  3. On the Pay My Bill screen, choose Recurring for Payment Frequency and either Credit Card or Debit Card or Bank Account from the Method of Payment dropdown menu.
  4. Click Continue.
  5. Read and accept the Terms and Conditions by checking the I Agree to the Terms and Conditions box.
  6. Click Continue.
  7. Important! Read the note pertaining to draft dates and billing cycles.
  8. Enter your payment information:

    Credit card or debit card 
  • Card Type
  • Name on Card
  • Card Number
  • Expiration Date

Bank account 

  • Checking or savings
  • Name on account
  • Routing number
  • Account number
  1. Click Continue.
  2. Verify your billing information. Note: if any information is not correct, click Back to make corrections.
  3. Read the note regarding the amount of time it may take to process your payment.
  4. Click Submit.
  5. Your recurring payment is confirmed. Please be sure to read the note pertaining to your billing cycle. 
  • Credit card or debit card example 
  • Bank Account example 
  1. Click Return to Bill Summary to exit.
  2. The Payment Frequency field will show you are now enrolled in recurring.
  3. An email confirmation will be sent to the email address associated with your TWC ID.
  1. Sign in to My Account.
  2. On the main screen under Billing, select the Cancel link.
  3. Select Yes when prompted with "Would you like to cancel your recurring payment?"
  4. Recurring payment is canceled and the information no longer appears in the Billing area.