Billing
How can I switch back to paper billing?
We offer convenient billing via email or SMS, but if you prefer paper bills, switching back
is easy. Log in to myAccount, go to the Account Summary page, and select the
account you
want to manage. In the Account Strength section, select Paperless Billing and
deactivate your subscription.
Can I change my billing date?
Billing dates can't be changed directly in myAccount. Please contact our Customer Care team,
and a representative will help you update your billing schedule.
How do I manage email notification settings?
In myAccount, go to the Account Summary page and select the account you want to
manage. Under Account Strength, you'll find toggle switches to customize
notifications for Paperless Billing, eBill (PDF), and Billing Alerts.
How do I report a payment?
Reporting payments isn't available through myAccount. Please contact our Customer Care
team or leave your payment details using our automated phone system (IVR).
Why am I being charged a credit card fee?
The 1.75% fee is charged by our payment processor, Paymentus. Hydro One
doesn't receive any
portion of it. To avoid the fee, consider using bank payments or pre-authorized debit, which
are free.
myAccount
How do I verify if AutoPay is set up?
Log in to myAccount and go to the Account Summary page. Select the account you want to
check. In the Account Strength section, you'll see your AutoPay status. Need help?
Contact our support team.
Sign in to myAccount
How do I update my email address?
- For Paperless Billing: Go to the Account Summary page,
select Paperless Billing, and click the pen icon to update your email.
- For login email: Click My Profile in the top-right
menu, expand the email section, and make your changes. You can apply the new email to
all your subscriptions.
How can I view past bills?
Go to Bills & Payments in myAccount and select Past Bills. You can view up to 24 months of billing history.
Can I combine, add, or remove accounts?
These changes can't be made directly in myAccount. Please contact our Customer Care
team for assistance.
Where is the “Pay My Bill” button?
After logging in to myAccount, go to Bills & Payments in the top menu and
select
Pay Bills. You'll see options for online banking, AutoPay, credit card, and more.
Sign in to myAccount
What are my options for receiving bill PDFs?
When signing up for Paperless Billing, choose between:
- Notification Only: Email/SMS alerts when your bill is
ready.
- Notification with PDF Link: Direct link to view your
bill as a PDF.
How do I set or edit account nicknames?
In myAccount, go to My Profile and expand the Nicknames section under
Manage My Contact Information. You can add or edit nicknames to help identify your
accounts.
General inquiries
How do I print my statements?
After downloading your statement (usually a PDF), follow these
steps based on your browser:
- Chrome: Open the file → Ctrl + P (Windows) or Cmd + P
(Mac) → Print
- Firefox: Open the file → Ctrl + P or Cmd + P → Print
- Safari: Open the file → Cmd + P → Print
- Edge: Open the file → Ctrl + P or Cmd + P → Print
How do I add or remove account holders?
Changes to the names on your bill must be made through Customer Care. A representative will guide you through the process.
Contact us
