My Account User Guide

My Account User Guide www.northstate.net August 13, 2016 North State ● Page 1 My Account Table of Contents Signing into My Account ................
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My Account User Guide www.northstate.net

August 13, 2016

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My Account Table of Contents Signing into My Account ........................................................................................................................ 3 Existing My Account Users Login ...................................................................................................... 3 New User Registration for My Account. ............................................................................................ 4 Most Recent Bill: ............................................................................................................................... 5 My Account Home ................................................................................................................................10 Billing Summary ..............................................................................................................................10 View Open Service Orders and Trouble Ticket Summary ..............................................................11 My Services Summary .....................................................................................................................12 Pay Now ...........................................................................................................................................13 Billing Details ...................................................................................................................................13 Billing ...................................................................................................................................................14 Make a Payment / Pay Now............................................................................................................14 View Bill............................................................................................................................................16 View Payment History ......................................................................................................................17 View One Time Charges and Credits ..............................................................................................18 Manage Billing Preferences ............................................................................................................20 Services Page ......................................................................................................................................25 View Phone Usage ...........................................................................................................................25 Manage Email accounts..................................................................................................................26 Upgrade Service ..............................................................................................................................30 Profile Page ..........................................................................................................................................31

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Signing into My Account To access My Account, visit northstate.net/myaccount.

Existing My Account Users Login Login using an existing Username and Password. Once logged in, there is a prompt to create a new NorthStateID which will be used to login for many of the North State applications such as My Account and TV2Go.

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New User Registration for My Account. 1. Click ‘CLICK HERE TO REGISTER’ under the NEW USER header.

2. Enter in the following information: a. Account Number from most recent bill. b. PIN# from most recent bill. See example below of where to locate this information. NOTE: To immediately login, create an account by placing a web order or by speaking with an Advisor at 336.886.3600. Otherwise, a PIN number will be provided on the first bill. c. Desired Username (email address) NOTE: Enter an email address where email notifications for electronic bills, payments, and changes to the account will be sent. d. Create a Password  Must be 7-20 characters  Must include one upper case character  Must include one lower case character  Must include at least one digit  Cannot contain your email address  Cannot contain simple numeric sequences (123, 234, 345) e. Confirm Password by re-typing

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Most Recent Bill: Locations of Account Number and PIN# are shown on page 1 of the bill.

f.

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g. After clicking Submit, the below message will appear on the screen. An email notification will also be sent noting the Profile update. This email will be sent to the current Username email address in the profile. See examples below.

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3. After registration, enter My Account using the Returning User fields: a. Username b. Password c. Click Log In

4. If the message shown below appears, it indicates missing required information on your Profilesuch as incomplete security questions.Click Edit Profile and complete the required fields. a. Click Edit Profile to update your security questions.

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5. Complete the following required fields shown below by clicking Edit where necessary. In the example below contact email and security question is required. Password can also be changed and Authorized Users list can be edited:

NOTICE: Adding an authorized user gives that person full access to all account information as well as the ability to add, change and cancel service.

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6. Complete the applicable fields required for each and click Save

Access to a number of options is now available.

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My Account Home Billing Summary The Billing Summary displays New Charges, Past Due Charges (if any) and the Current Amount Due with the due date according to the last statement. By clicking Billing Details a full review of the latest bill is available.

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View Open Service Orders and Trouble Ticket Summary If applicable to the account, listed below the Billing Summary will be a list of open order activities including the ID of the service order or trouble ticket.

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My Services Summary My Account allows viewing of the current TV, Phone and Internet services on the account. The number shown in the circle indicates the number of services on the account. (Example: One voice line and Internet service)

1. To view, click on the applicable service(s).

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2. Obtain the following detail information on all services. a. Service Type i. Internet (i.e. Broadband) ii. Fiber TV iii. Telephone Service 3. To view detail information, click on MORE to go to your services page.

Pay Now Clicking on Pay Now allows a payment to be made. Refer to billing section for details

Billing Details

Billing Details gives you access to:  Make a Payment  View Bill  View Payment History  View One Time Charges & Credits  Manage Billing Preferences

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Billing Make a Payment / Pay Now To make a one-time payment with a debit card, credit card or bank account, click Pay Now. 1. Enter the amount to be paid.

2. Choose a payment method (Credit Card or Bank Account)

To Pay Bill directly from a Bank Account, complete all the following fields after entering personal information: NOTE: Bank Routing Number and Account Number is required.

To Pay Bill using Bank or Credit Card, complete the following fields after entering personal information. NOTE: Credit Card Number, Expiration Date, and Card Verification Value (CVV) are required.

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NOTE: Fields marked with an asterisk MUST be completed. a. Name exactly as it appears on the card or Bank Account (depending on payment choice). b. Company (if applicable) c. Address d. City e. State f. Country g. Zip h. Phone Number (if applicable) i. Fax Number (if applicable)

3. Authorize North State to initiate debit/credit entries from account. NOTE: Check the box to save the account details for future use.

4. Click Submit Payment.

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5. An email will be sent confirming the payment was processed. The email confirmation will display a transaction date/time, amount and authorization code. See example below

View Bill In View Bill up to the last 13 months of bills can be retrieved. a. Click the desired billing month from the drop down box to view summary.

b. Note: Once selected you will notice a summary of the bill for that month. 

If the Download /Print button is clicked, a new window will pop up displaying the bill and the option to print. To return to My Account close the newly opened window.

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Available options in View Bill are Pay Bill Now, Set Up Automatic Payments, and How to Read Your Bill.

View Payment History Most payments will be viewable within 24 hours. Although the payment does not show, if the account is suspended due to non-payment, the service(s) will be reconnected within 2 hours. 1. To view your payment history, click on View Payment History located on the Billing Menu

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a. My Account will display a Payment Summary which you can download.

b. To return back to the Billing Window, click on Return to Billing.

View One Time Charges and Credits One time charges and credits can be billed or pending transactions. 1. To view one time charges and credits, click View One Time Charges and Credits on the Billing Menu.

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a. If there are no Charges & Credits, the following message will be seen.

b. If there are Charges and Credits, a description of each item will be shown as in the example below.

c. To return back to the Billing Window, click on Return to Billing.

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Manage Billing Preferences My Account provides 3 options to manage your bill. Click on Manage Billing Preferences to view these options. (See diagram below.)

Option 1: Schedule Monthly Payment Automatically pay the full amount of your bill each month by enrolling in this option.

To schedule monthly payment, click Schedule Monthly Payment.

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a. If an existing payment method exists then select the starting date and click Save. NOTE: Check the box once you have read and agreed to the North State Terms & Conditions.

b. A message will appear at the top of the screen confirming the recurring payment method was scheduled successfully.

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c. NOTE: If Payment Method is New, click on Add New Payment Method.

i.

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Click Add New Payment Method and input the required fields.

ii. iii. iv.

Refer to the Pay Now (Pg. 13) starting with #2 for reference if necessary. Click Save. If successful then the following message will appear at the top of the screen.

Option 2: Manage Payment Methods This billing preference allows adding, editing or removal of Payment Methods.

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Option 3: Set Statement Delivery Change from paper mail to email delivery of online statements.

1. Click online statement or paper statement and click Save.

Notice: Billing Preferences will display the accounts current preferences. See example below.

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Services Page Users view and make changes to the following services:  Change Video Features  View Phone Usage  Manage Email Accounts  View Equipment List The Services Page also provides quick links to the following services  Email LoginDVR Scheduler  TV2GO  Channel Guide  Video on Demand  Pay-Per-View  Voicemail User Settings To access the services, click on Services link and use the Quick Link Tools provided .

View Phone Usage Clicking on Phone Usage displays a summary or call usage details.

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a. Any Phone Usage for the statement period will be displayed.

b. Click View Details to view more information about the calls.

Manage Email accounts Add, change and delete email accounts. Note: To make changes, click on Manage Email Accounts. Changes will complete within a few minutes.

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Email Account List will display all email addresses assigned to the account. Up to 5 free email addresses are included with Internet service. Additional email addresses are available for additional cost. 1.

Current email address will display, along with the status.

2. To add a New User, click on Add New User

a. Complete the following fields: i. Email Address ii. Create Password iii. New Password iv. Confirm New Password

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b. Name c. Alias ( if applicable) d. Forward Email (applicable)

e. Click Save.

3. To Edit an Email Account, a. Click on Edit next to the address to be changed

b. Complete the following fields as necessary: i. Name

c. If applicable, users have the option to change the following: i. Enable SMTP only for sending-(Yes/No) Note: SMTP setting will enable the account for outgoing emails only which is ideal for a fax. It will not check for incoming mail.

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d. Away Message-Users can opt to send an automatic reply to emails while away or on vacation. i. If Send automatic reply is selected, use the Send replies only during these dates to input a date range.

e. Continue completing the following fields, if applicable: i. Forward Email ii. Forwarding Rules 1. Forward and keep a copy 2. Forward, then discard iii. Do You want SPAM Filtering (YES/NO) 1. North State recommends that you click Yes.

iv. Click Save

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Upgrade Service Users can change the features of their Video Service. To start this process click Upgrade Services in the TV section.

Clicking on Upgrade Services makes it easy to add additional features. The Revised Monthly Charges section to the right is updated as you select additional features. Click Save to commit these charges.

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Profile Page Edit Profile information including:  Password  Security Questions  Authorized Users  Add/Manage Multiple Accounts Use the quick links on the right under Profile Menu to edit the various sections or click Edit next to each session you wish to edit.

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Edit Authorized Users Adding an Authorized User gives that person full access to all account information as well as the ability to add, change, and cancel service. 1. To add an Authorized User, click Edit Authorized Users from the Profile Menu.

2. Next, click on Add New User

3. Complete the following fields below: a. First Name/Last Name b. Phone Number c. Contact Email d. Last 4 digits of Social Security Number e. Zip Code f. City g. Street Name/Number h. Click Save

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Add/Manage Multiple Accounts My Account allows management of additional accounts. From the Profile Menu, click Add/Manage Multiple Accounts.

1. Click on Add Account To Manage

2. Add New Account to Manage window appears, to add another account, enter the following: a. Account Number (See page 1 of the most current bill) b. Security PIN (See page 1 of the most current bill)

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c. Account Nickname d. Should this be the default account displayed (YES/NO) e. Click Save

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