Frequently Asked Questions
When will my payments be posted to my energy account?
- Payments made before 2 p.m. CST Monday - Friday will post the same day.
- Payments made after 2 p.m. CST Monday - Friday will post the next business day.
- Payments made Saturdays, Sundays or holidays will post the next business day.
We Energies observes the following holidays: New Year’s Eve, New Year’s Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve, Christmas Day.
Is there a fee for paying my bills in My Account?
No. This is a free service — there is no fee associated with paying your bill through your checking or savings account in My Account. Unfortunately, we are unable to accept credit card payments through My Account. Credit cards must go through Bill Matrix, which charges $3.95.
Credit / Debit card
Can I pay my bill with a credit/debit card?
You cannot pay using a credit/debit card through My Account. Credit/debit card payments only are available through Bill Matrix. Bill Matrix charges $3.95 for each payment. We receive no portion of the fee. Maximum for each payment is $600, and 15 payments are allowed in a 30-day period.
Automatic Pay Plan
Can I continue to pay my bill using Automatic Pay Plan?
Yes. You can use Automatic Pay Plan in conjunction with My Account. With My Account and the Automatic Pay Plan, you can view your bill online, and the payment is automatically withdrawn from your bank account each month as usual.
Can I choose when I pay my bill?
You have the option to pay immediately or to choose a payment date. To ensure timely payments, allow enough time for your payment to post by your due date. If you are an Automatic Pay Plan customer, your payments are taken on the bill's due date.
Do my paper bills stop when I enroll in My Account?
You can choose whether or not to receive a paper bill when you enroll in My Account. You also can easily change your billing option from paper-free to paper at any time. On the Account Overview tab in My Account, you can change your paper-free billing setting by using the Edit button that appears next to paper-free billing and reminder email. A green circle with checkmark appears if you choose paper-free billing, and a red circle with slash appears if you choose paper bill. If you choose paper bill, you begin receiving a paper bill starting with your next bill.
Bill history / Payment history
How many months of bills or payments can I view?
My Account holds up to 24 months of PDF bills and up to 60 months of billing history, including billing and payment amounts and dates.
Change bank / Payment account information
What if I change banks/credit unions?
If you change your bank or credit union, update your account information in My Account as soon as possible. Select Account Profile in the upper right corner. Select edit under Payment Account(s) to change your bank account information and to remove any bank account information you no longer will use.
Automatic Pay Plan bank information cannot be changed in My Account. To change bank information, visit Direct Payment to complete a new enrollment.
Can I look at all of my energy accounts online?
Yes. You can attach more than one account to your username. On the Account Overview, select the +Add Account button in the top right corner and follow the prompts to add an account.
How do I continue to use My Account after I move?
When your first paper bill arrives at your new address, add your new energy account information as soon as possible by signing in to My Account. On the Account Overview, use the +Add Account button in the top right corner and follow the prompts to add your account.
Why am I unable to access My Account on my mobile device?
My Account works on many mobile devices; however, it may not fully function with all browsers or all devices. Problems accessing the site may be related to your specific device or browser. We apologize for this inconvenience. If you continue to experience difficulty accessing My Account, contact us anytime. We value your feedback and will continue working to optimize the mobile experience.
Email address changes
How do I update my email address?
You can change your email address in the Account Profile by updating Email Address so you continue to receive notification messages.
Email notification problems
What if I don’t receive my email notification?
Sign in and verify your email address in Account Profile under Email Address. If correct, your email provider may be blocking our email. Check your spam, bulk or junk folder for email from email@example.com.
What if I use a spam-blocking email service?
If you use a spam blocking email service, include firstname.lastname@example.org as an acceptable sender to receive notification messages.
Why does the payment calendar display the wrong day, month or year?
Adjust your computer clock for the correct day, month and year. My Account determines the current date based on your computer.
Open the clock (typically in bottom right corner), choose Adjust Date/Time and correct it.
Open the Apple menu, select Control Panels, choose Date & Time and correct it.
If you are at work or using a public computer, you may require administrator rights to make this change. If you have changed the date, but it does not stay set, you may need to replace an internal battery in the computer to correct this problem.
Why do I receive the following error message?
A web browser incompatibility issue was found. Error.
To fix this issue for Internet Explorer, go to Tools > Internet Options > Security (tab) > Internet zone (may already be selected), and then do one of two things, depending on your current settings:
- If your security level is set to High, change it to Medium-high, select Apply and OK.
- If your security level is Custom, select Custom level, select Enable under Scripting/Active scripting (near bottom of list) and select OK.
Why can’t I access My Account on my mobile device?
Although My Account works on many mobile devices, it may not fully function with browsers on all devices. If you are unable to access the site, the error could be caused by your device or browser. If you cannot resolve the problem, contact us so we can continue to optimize the mobile experience.
Cancel My Account (online bill)
How do I cancel my online billing?
To cancel My Account, sign in, select Account Profile and then Remove My Account access. When completed, you no longer will be able to view your account online, and you will begin receiving a paper bill. Cancelling My Account will not affect Automatic Pay Plan if you are enrolled in that program.
Can I cancel a payment?
You can cancel a scheduled and pending payment that has not been processed. On the Account Overview, next to scheduled payment information, select Cancel and then cancel the payment.
Cancel bill ready email message
Can I request to stop receiving monthly bill ready emails?
No. We are required to provide a monthly bill by U.S. Postal Service or email. If you choose paper-free billing, you receive a bill ready email each month. All other email communication is informational or includes important notifications.
Access to another person’s energy account
What if I need access to another person’s energy account(s)?
Unless you are an authorized account holder for the energy account(s), you cannot access another person’s energy account(s). You may contact Customer Service to assist you with adding yourself to an account as an authorized customer.