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Online Tools Troubleshooting



Log in to your Charter My Account at www.Charter.com/MyAccount and click the Online Tools tab

Online Tools allows you to:

  1. Create and manage your Charter.net Email addresses
  2. Set online parental controls
  3. Manage your web space
  4. Install Charter Security Suite

Online Tools Tab

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Online Tools Tab Missing

There may be a few reasons why you are not seeing the Online Tools Tab after logging in to your Charter My Account.

Online Tools Tab missing

Online Tools is only available to Charter Internet customers. If you do not subscribe to Charter Internet you will not have access to Online Tools.

If you subscribe to services other than Charter Internet (Charter TV and/or Charter Phone) and receive separate bills you may not have access to the Online Tools tab.

Please chat or call us at 1-888-438-2427 to combine your billing statements so you can access the Online Tools tab.
If these steps do not resolve your issue please chat or call us at 1-888-438-2427

Online Tools Grey/Blank

There may be a few reasons why you are seeing a grey/blank box when accessing the Online Tools tab.

Flash not installed

Online Tools requires Adobe Flash in order to display content. Currently All iOS devices (iPhone, iPad and iPod Touch) and Android devices (Phones and Tablets) running version 2.1 (Éclair) or earlier are unable to display Online Tools. Instead, after you log in, a grey/blank screen will display in the Online Tools section.

Please access Online Tools from a laptop/desktop computer or flash enabled device.

If you are seeing a grey/blank screen when accessing Online Tools on a laptop or desktop computer try updating your Adobe Flash player.

Click here to update your Adobe Flash player. Our Multimedia Assistant will determine if your computer has the necessary software to optimally use all of the services we have to offer.

Try to access Online Tools using a different internet browser.

If these steps do not resolve your issue please chat or call us at 1-888-438-2427

Online Tools Not Showing All Tabs

If you are accessing Online Tools from www.Charter.net using a Child Email account you will not see the Parental Controls, Web Space or Charter Security Suite tabs. Additionally, you will only be able to see and change your own Email password.

Only the Head of Household Email account can view all tabs and change passwords for Email accounts other than their own.

Click here for more information on Head of Household Email accounts.

Missing online tools

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