Common Windows Error Messages
Error 691: Username - Password Invalid
The Username-Password Invalid Error commonly occurs when the member ID or password have been entered incorrectly. It is important to remember that passwords are case sensitive. Ensure that your caps lock key is off by verifying that the caps lock light is not on. The caps lock light is located in different places on different keyboards. If you are not certain where it is located, check with your user's manual. Attempt to re-enter your member ID and password and retry your NetZero connection.
Note: If you continue to get this error message, try
changing access numbers.
If you have forgotten your password, you can call NetZero Customer Care to have the password reset for you. For security purposes, please be prepared to answer questions about your NetZero profile.
Platinum Phone Support - Because your time is valuable
If you need immediate assistance and prefer to have your questions answered directly, you can get one-on-one, personal assistance from a NetZero Customer Care professional. This support option is great if you are new to NetZero or new to the Internet. Platinum telephone support is available 24 hours a day, seven days a week, for only $14.95 an incident. Just give us a call at (877) 272-9929.
Standard Phone Support: "Hi, I Had a Quick Question Regarding…"
Standard phone support is available between 8am -9pm (Pacific Time), Monday through Saturday, at (805) 418-2020. Accessibility may vary based on the number of callers, but we promise to answer as many questions as we can in a friendly and helpful way.