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Charter Email Troubleshooting

Listed below are basic functionality and troubleshooting self help references. If you do not find the answer you are looking for please contact us.


Adding Attachments In Charter Email

To add attachments in Charter Email:

  1. From the 'Compose Message' screen select click the Attach button at the top of the window
  2. Select the file you wish to attach from its location on your computer, then press 'Open'.
  3. Repeat steps 2 and 3 to add any more attachments.
  4. Your attachments are ready, and you can send the email as you would normally.
  5. To remove an attachment click X beside its information.

Note: Currently Charter recommends that pictures be sent as attachments rather than being included in the body of an email message.

Note: The combined size of the email and any attachment(s) cannot exceed 10 MB

Remove Email Advertisements

To remove advertisements from Charter.net and your Charter. net Email:

  1. Visit www.Charter.net and click on the About Our Ads link at the very bottom of the page

 about our ads

  1. If you are not logged in to Charter.net click the Login button and enter your credentials
  2. After logging in check the Off radio button and click the Save button

removing ads

This removes some of the ads when you are logged in at Charter.net and removes all ads from your charter.net email leaving a white space that is not resizeable at this time.

Font Size

To change the size of the font in an Email message that you are composing

  1. Click the New new emailbutton to begin composing a new Email message
  2. Click the Font Size drop down box to change the font size of your new Email message

font size

Changing the font size in a message that you have received is not possible at this time.

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Slow Email

If your Charter Email is running slow or will not load, please check to make sure you are using the latest version of your browser and that your Flash player is current. Charter Email requires Flash 10 to view your email via Charter webmail. To verify which version of Flash you have and download the latest version available simply follow the "Downloads" link above under the Quick Link column. Overall PC performance, including the existence of spyware, malware or viruses on your PC may also negatively impact the performance of your Charter webmail.

Choice of Email Address Not Available

The system prevents you from creating a duplicate e-mail account. Since the Charter.net domain is shared with other Charter Internet Customers, it is possible that the user name you selected may be in use by another customer. When adding a new e-mail account, you will receive an error message if the user name you enter is already in use. You will then need to enter another choice.

Password Doesn’t Display

As a security measure, passwords are never visible on screen. When you type an update in the Password and Confirm Password fields, an asterisk will display for each character entered in the fields.

Charter.net Email Account is Incorrect

The Head of Household is designated as the primary email address for the account. All other email addresses on the account are designated as Child addresses.

Note: The Head of Household can change any email address password on the account, but all other email addresses on the account can only change the password for their individual account.

You can access your email by simply clicking on the green Email component located at the top right-hand corner on the www.charter.net home page.

Forgot / Change Password

You can change your email address password either from My Account, or from the Online Tools Tab section within Charter Email.

To change your email address password from within Charter Email, please follow the steps below:

email tool bar

  • On the Email Address tab, click the ‘CHANGE’ link found under Password.

address tab

  • Type in your new password and then re-type your password in the "Confirm Password" box.
  • Click Save.

Helpful tips for creating a password:

  • Make your password between 8-20 characters in length.
  • Your password MUST include at least 1 UPPERCASE alphabetic character, 1 lowercase alphabetic character, and 1 numeric character.
  • Your password cannot match any of your previous 3 passwords.
  • Use a password that is easy for you to remember but difficult for others to guess.

change password

email addresses

Online Tools Functionality In My Account

From the Email Address tab in both My Account and Charter.net, you are able to do several things to your email addresses:

  • Create a new email address (up to 10)
  • Delete an existing email address
  • Assign Head of Household status to an email address (only the Head of Household can reassign it)
  • Change an email password for the address currently logged in.

Note: the Head of Household is able to change the password on any email address on the account. All other email addresses are only able to change their own password. 

head of hosuehold

Can't Login

  • Check to make sure your CAPS lock is not on and your Num Lock is on
  • Retry your login and password again
Logging Into Charter.net

Sign in using your charter.net email address and password. We ask that you provide your service address zip code as well as an additional security measure. You will be logged out of your email session after 24 hours even if you click "Remember me" to protect your email content.

log in

If you are not currently logged into Charter.net, you will be prompted to provide you Username and Password.

email login

The username is your complete Charter email address including the domain (example@charter.net). Your portal login password is the Charter email password.

If you forgot your Charter Email Username (your Charter Email address), you can find it by logging into My Account and clicking on the Online Tools link. This displays all active Email addresses on your Charter Internet account.

Can't Add Multiple Preferred Email Contacts

Only one preferred e-mail account is allowed per Charter account.

Username / Password Requirements

An e-mail account user name may contain:

  • 6 to 40 characters (no spaces)
  • a combination of all alphabetic and numeric characters
  • special characters: period (.), hyphen (-) and underscore (_)

Note: Uppercase alphabetic characters will default to lower case (they are not case sensitive)


  • must be between 8 and 20 characters
  • may not include backslashes (\) or double quotes (")
  • are case sensitive
  • will never display on the page (for security purposes)

Can't Check Email from My Account

You cannot view, read or send email from your online "My Account" at this time. You can manage your email addresses only at this time through the Online Tools Tab in your online My Account

Can't Set up Additional Email Addresses

Each Charter Internet package comes with up to 10 e-mail accounts. The Account Holder or Authorized User can check the number of available accounts on the My Account page on the Online Tools page under Manage My Email Accounts. The total number of available e-mail accounts displays on that page.

Can’t Receive Email

  1. Check to see if your email box exceeds 90% of usage. If you are over 90% you will need to delete some of your messages to make room for new items. You can check this by logging into your Email or your Charter My Account and clicking the Online Tools tab. Storage limits cannot be increased or decreased for individual Charter.net domain mailboxes.

online tools tab

  1. Check your parental controls and ensure the sender is not blocked and or blocked email is not being forwarded to a different email address. You can check this by logging into your email and click the Online Tools then on Parental Controls then Email.

manage email

Or logging into your My Account and clicking on Online Tools tab then on Parental Controls.

If you are still having trouble receiving Emails please contact us

Can’t Send Email

Follow these steps if you are using Charter.net Email and not an Email client (Outlook, Apple Mail, etc…)

If you have spellcheck enabled, you will need to press Done for the email to send.

Create an email and save a copy before sending it. To save a copy click on preferences and then click on Save Outgoing Messages or check the Save In Sent folder box at the bottom of an Email you are composing.

email preferences

Check your sent file to determine and verify the message was sent

If you are still having trouble sending Emails please contact us

Can't Delete Email

Follow these steps if you are using Charter.net Email and not an Email client (Outlook, Apple Mail, etc…) Charter.net email has a storage capacity of 1 gigabyte. If the storage limit is exceeded, you may be unable to receive, send or delete messages. You are able to free up space by adjusting your email preferences and deleting unwanted emails.

  1. Click Preferences
  2. Click General Email Preferences
  3. Uncheck Save Outgoing Messages
  4. Under “When Deleting Messages”, select the “Delete Immediately” radio button
  5. Click Save
  6. Delete your unwanted messages

Once you have deleted your unwanted messages, return your preferences to their original settings or future email messages will continue to be deleted immediately and sent messages will not save. Remember to log into your Charter.net email regularly and delete any unwanted messages.

Email Locked Message

Charter.net enforces a lockout feature if you fail to login correctly five times. After the fifth failed login attempt the email account is locked for 10-20 minutes. If you are still unable to login you will need to contact us

Can't Backspace

We are working to resolve a sporadic, intermittent issue with our Charter.net Email. Sometimes the backspace key will not function properly.

You can work around the backspace key issue by:

  • Highlighting the desired text using your mouse and pressing the Delete button to delete the text all at once.
  • Placing the cursor before the desired text and pressing the Delete button to delete the text character by character.

We apologize for any inconvenience when composing email messages.

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