Frequently Asked Questions

e-Bill Frequently Asked Questions

What is e-Bill?
Duke Energy's e-Bill program offers you the ability to view and pay your energy bill online. Electronic payments are deducted directly from your checking and/or money market account each month or you may choose to electronically authorize your monthly payments. It is safe, convenient, and offers you the ability to manage your energy bill payments in whatever manner you choose.

Is there a fee for using e-Bill?
No.  Our e-Bill program is a free, convenient bill payment option for our customers. 

What payment options does e-Bill offer?
With e-Bill you can pay your energy bill directly from your personal checking and/or money market account using one of the following convenient payment methods:

AutoPay – The easiest way to pay your Duke Energy e-Bill is to have your energy bill automatically deducted from your bank account each month on the due date.

For added convenience and control, AutoPay provides you with the option to designate an account with a payment threshold. For example, if you set an account payment threshold of $150.00 and your monthly energy bill exceeds that amount, your monthly energy bill will not be paid. You will need to electronically authorize the payment for your Duke Energy account online that month.

NOTE: With the AutoPay option, once you enroll the current bill and all future bills will be automatically paid.

Pay Online – For convenience as well as control over your payments, you authorize your monthly energy bill payments for your Duke Energy e-Bill each month online. 

Can I choose whether my payment is deducted from my checking and/or money market account?
Yes. Our e-Bill program allows you to deduct your monthly energy bill payment from either your checking or money market account.  For added convenience, you can set up multiple payment accounts to pay your energy bill.    

When can I sign up for e-Bill?
If you are a current Duke Energy customer, you can sign up for our e-Bill at any time. All you need is your 11 digit Duke Energy account number to enroll. Duke Energy customers can sign up for e-Bill through our Online Services.

If you are a new Duke Energy customer, you can sign up for e-Bill as soon as you receive your first bill. Once your first bill arrives in the mail, login to Online Services to enroll in e-Bill as described above.

Online Services gives you the power and convenience to manage your energy accounts online while providing special features which enable you to view your bill and usage history, enroll in Budget Billing, turn on and turn off service, and submit your meter reads online. 

How do I enroll in e-Bill?
We’ve made enrolling in e-Bill easy and simple! The total enrollment process is online! Just follow either step A or B below to enroll in e-Bill. 

A) Registered User with Online Services: Simply login to Online Services and click on Pay My Bill with e-Bill within the left-hand navigational bar. Click on Enroll Now and fill out the enrollment form.

B) New User to Online Services: Create a User Profile for Online Services in two easy steps.
1. Create a User Profile and add the account you wish to pay online.
2. Click on Enroll Now and fill out the enrollment form.

                 Login to Online Services

Can I enroll more than one Duke Energy account number in e-Bill?
Yes. You can enroll additional Duke Energy service accounts. Follow these simple steps to add additional service accounts to your e-Bill profile:

  • Login to Online Services.
  • Click on Pay My Bill With e-Bill within the left navigational bar.
  • Select Setup - Service Accounts.
  • Choose Duke Energy as your Payee.
  • Click Add Service and enter the service account number you wish to pay with e-Bill.

I received my bill online, but made a payment by another method. Why doesn't my Bill Summary screen show this payment?
The Bill Summary screen only shows payments made online through e-Bill; therefore, payments made through another method will not appear online.

I am moving, how do I sign up my new account for e-Bill?
If you are planning to move, Online Services can help you take care of the details of paying your energy bills during the transition. Our Online Services offers you the ease and convenience to turn on the electric service at your new residence, as well as making arrangements to turn off your existing electric service. You can pay your final bill for your existing residence online. 

Once you’ve paid your final bill for your existing service through e-Bill, please follow these steps to remove this account from your e-Bill profile:

  • Login to Online Services.
  • Click on Setup - Service Accounts.
  • Click on Cancel next to the account you no longer wish to pay with e-Bill.

NOTE: You can sign up for e-Bill at your new residence as soon as you receive your first bill. Once your initial bill arrives in the mail, login to Online Services to enroll.

Once I sign up for Duke Energy's e-Bill program, how will I know if I am successfully enrolled?
Once you submit your enrollment request online, the approval process is immediate. As long as you submit your correct 11 digit account number and select the appropriate payee, the enrollment form will be instantly approved. Our e-Bill program offers a Message system which operates like a personal mailbox. Within approximately two hours, you will receive an e-mail enrollment confirmation in your Messages mailbox. At that time, you are ready to enjoy the convenience of paying your energy bill online.

NOTE: For your convenience, if you enrolled in the AutoPay option, your current bill will be automatically paid. Follow these steps if you would like to cancel this payment.

  • Login to Online Services.
  • Click on Pay Your Bill with e-Bill link within the left navigational bar.
  • Select the Payment Activity tab to cancel any payments with a 'scheduled' status.

Can I view my Duke Energy bill online?
With Duke Energy's e-Bill program, you can access your monthly energy bill wherever and whenever you choose. Our program offers convenience, flexibility, security, and accessibility virtually 24 hours a day.

How will I know when my energy bill is available to be viewed and paid?
Duke Energy will send you a monthly e-mail indicating your current bill is available to view and pay. Please keep your e-mail address updated with us in order to receive your monthly e-mails.

What should I do if my e-mail address changes?
To continue receiving your monthly e-mail notification that your current bill is ready to view and pay, you will need to let us know if your e-mail address changes. To change your e-mail address, follow these simple steps:

  • Login to Online Services.
  • Click on Your Account Information.
  • Click on Change my Account Information and change your e-mail address. 

NOTE: You also need to update your e-mail address within your e-Bill profile. To do this, follow these steps:

  • Click on Pay Your Bill with e-Bill link within the left navigational bar.
  • Select the Setup – Personal Information.
  • Select Edit and make the necessary changes.

How much time do I need to allow when scheduling my payments online?
The payment date is the date that you can expect Duke Energy to receive your payment. If you are scheduling a payment before 1:00 P.M. Eastern Time (ET) today, you can make the payment date as early as tomorrow. If you schedule a payment after 1:00 P.M. ET, the earliest you can make the payment date is the day after tomorrow.

For example, if you schedule a payment before 1:00 P.M. ET on Monday, the earliest payment date you could schedule would be for Tuesday. If you schedule a payment after 1:00 P.M. ET on Monday, the earliest payment date you could schedule would be for Wednesday. 

NOTE:  If you schedule a payment to be processed on a weekend or holiday, we automatically move the payment date to the previous business day. For example, if you schedule a payment date for a Saturday or Sunday, the payment date will be adjusted to the previous Friday. 

Can I sign up for both e-Bill and Budget Billing?
Yes. You can sign up for both programs through Online Services. 

If I remove my account from Budget Billing and my balance due changes, will e-Bill/AutoPay automatically update my payment to reflect my new amount due?
No. There will be no updates to your AutoPay payment. You will need to either cancel or change the payment to reflect the new amount due. If you do not update your payment, AutoPay will only pay the prior amount due. 

Will I continue to receive a paper bill if I enroll with e-Bill?
You will receive one more paper bill after you enroll. Each month after that, we will send you an e-mail indicating your current bill is available to view and pay. 

Will I continue to receive Duke Energy's inserts on a monthly basis?
Yes. You have the ability to view your monthly inserts online. When you view the full bill details of your energy bill, across the top of the bill, you’ll notice a button labeled “Monthly Inserts.” It is here that you can access the same monthly inserts online.

What should I do if I have changes to other Personal Information within my e-Bill profile?
If you have any changes to other personal information (such as a change to your home phone number, work phone number, employment information, etc.), you can update this information online. To do so, follow these steps:

  • Login to Online Services.
  • Click on Change My Account Information.
    This will display all of your personal information. Enter your new information in the correct field and click the Submit button at the bottom of the page. 

NOTE: You will also need to update your information on your e-Bill profile. To do so, follow these steps:

  • Click on Pay My Bill with e-Bill.
  • Select the Setup - Personal Information. 
  • Select Edit and make the necessary changes.

What if I forget my Username and Password?
If you have forgotten your Username, click on Forgotten your Username located on the Online Services login page. You will be prompted to enter your e-mail address. Your Username will be e-mailed directly to you. 

If you have forgotten your Password, click on Forgotten your Password located on the Online Services login page. You will be prompted to enter your Username.  After entering your Username, you will be prompted to answer your hint question. After successfully answering your hint question, you will be prompted to change your password and to confirm the new password. Please make note of your new password for future reference.

How do I cancel my e-Bill payment service? 

  • Login to Online Services.
  • Click on Pay My Bill with e-Bill.
  • Select the Setup – Service Accounts.
  • At the bottom of the page, click Cancel Your e-Bill Payment Service.  Before you cancel your e-Bill service, keep in mind the following:
    • Scheduled payments are not paid.
    • Processing payments are paid on the scheduled pay date.
    • You no longer have access to payment activity. You should wait until all payments have been processed before canceling your service. 

How can I make a donation to Helping Hand?
Helping Hand is a Duke Energy sponsored program designed to assist those in need with heating bills during the winter season. If you would like to share the warmth with those less fortunate in your community, you may add a donation to your monthly Duke Energy bill.

If you would like to make a donation, e-mail us the dollar amount you would like allocated to Helping Hand.  Please be sure to change the total amount you would like to pay to reflect your donation to Helping Hand.

How can I change my current checking and/or money market account information?

  • Login to Online Services.
  • Click on Pay My Bill with e-Bill within the left navigational bar.
  • Select Setup – Payment Accounts.
  • Click Edit next to the payment account you want to change.
  • Change your information in the appropriate boxes.
    Note:  Type in only the information which needs to be changed in the appropriate boxes. You do not need to complete the entire form/page again.

What if I cancel my checking and/or money market account?
If you cancel your checking and/or money market account, you will need to update your payment account information within your e-Bill profile. In order to continue paying your Duke Energy electronically, you will need to add the new bank account information before you can delete the old bank account information.

Please follow these steps to add a new checking and/or money market account:                                        

  • Login to Online Services.
  • Click on Pay My Bill with e-Bill within the left navigational bar.
  • Select Setup - Payment Accounts.
    Complete the following fields: account description, account type, routing transit number, and bank account number.

Please follow these steps to delete a checking and/or money market account:

  • Click on Pay My Bill with e-Bill within the left navigational bar.
  • Select Setup - Payment Accounts.
  • Click Delete next to the payment account you want to delete. 

As an e-Bill customer, can I participate in the Braille Bill program?
Yes. You can choose to receive a Braille version of your monthly bill. You will continue to receive your e-Bill electronically, as well as receive a Braille version of your monthly bill through the mail.

As an e-Bill customer, can I participate in your Large Print Bill program?
No. With e-Bill, the paper bill is eliminated one month after you enroll. The electronic bill that you receive online replaces the paper version of your monthly bill. Therefore, e-Bill customers may not receive Large Print bills.