Frequently Asked Questions Online Services
The Basics- What is Online Services?
- Can I view and pay my energy bill online by enrolling in Online Services?
- Who can enroll in Online Services?
- Who can enroll in e-Bill?
- How do I enroll in Online Services?
- Why do you need my gas or electric meter number?
- Why do I have to create a User Name and password to access my account?
- Can I access more than one account with my User Name?
- How secure is the Duke Energy Online Services site?
- Is the e-Bill service secure?
- Will I be able to pay immediately after I enroll my account?
- I’ve moved and my new account number and address information isn’t showing up?
- My e-mail address changed. How do I update my e-mail address?
- Can I choose to have my monthly bill automatically paid each month?
- Will I continue to receive paper bills?
- What information do I need to pay my bill online?
- May I use my credit card to pay my bill?
- How do I check the status of my payment?
- What should I do if I transfer my service to another location?
The Basics
A: Duke Energy’s Online Services is a secured portion of our Web site that gives you the freedom to manage your energy bill online.
- View and pay your bill online
- Check the amount and due date of your current bill
- Access your billing and usage history
- Enroll in Budget Billing
- Start and stop service
- View your meter reading schedule
- Report electric trouble
Q: Can I view and pay my energy bill online by enrolling in Online Services?
A: Yes. If you are a registered user with Duke Energy Online Services, you can enroll in e-Bill to view and pay your bills online. Once you log in to Online Services, click on “ Pay My Bill w/e-Bill” within the Billing section. You will need to provide the 11-digit account number for the address you would like to enroll in e-Bill.
Q: Who can enroll in Online Services?
A: Online Services is designed for business customers with five accounts or less. Any Duke Energy active account number and the corresponding gas or electric meter number can register with Online Services.
A: The online e-Bill service is available for all Duke Energy residential and business accounts. There is no fee for taking advantage of this convenient payment option.
Enrolling in Online Services
Q: How do I enroll in Online Services?
A: First, create a User Profile using your name and e-mail address. Next, attach your Duke Energy account information to your User Name. You will also need your Duke Energy account number and corresponding gas or electric meter number – both found on your latest bill.
Q: Why do you need my gas or electric meter number?
A: For security purposes, Duke Energy requires your gas or electric meter number as a way to validate your information.
Q: Why do I have to create a User Name and password to access my account?
A: We want your online experience to be as simple and convenient as possible. When you create a User Name, it allows us to ensure that only you (or others that you designate) maintain access to your account information. We also use your User Name to store your account information and preferences in your user profile securely, so your information is always available as soon as you log in.
Q: Can I access more than one account with my User Name?
A: Yes, you can access more than one account with your User Name as long as you have the 11-digit account number and the corresponding gas or electric meter number for that account. To add another account, simply sign in and click on “Manage My Accounts.” Finally, click on “Add Account” to complete the process.
Q: How secure is the Duke Energy Online Services site?
A: We use Secure Socket Layer (SSL) for secure transmissions whenever we ask for or display information about you or your account. SSL applies encryption between two communicating applications, such as your computer and our corporate Internet server.
When your data is transmitted over the Internet, it is encrypted or "scrambled" at the sending end and then decrypted or "unscrambled" at the receiving end. We use 128-bit encryption, because that's the highest level of security available today.
Additionally, our Web site requires that you choose a unique User Name and password; each time you sign on, your identity is confirmed by a series of authenticating steps. After authentication, we use a "cookie" to identify you throughout your session.
Q: Is the e-Bill service secure?
A: Yes. For security and privacy of transactions, enrollment in Online Services is required in order to provide 128-bit encryption, which is the safest encryption technology today.
Q: Will I be able to pay immediately after I enroll my account?
A: Yes. You will be able to pay your bill immediately. If you’ve already paid your current bill, this could result in double payment.
Forgotten User Name or Password
Q: What if I forget my User Name?
A: If you forget your User Name, select “Forgot Your Username?” in the “Sign In” box. You will be asked to enter your e-mail address. As long as the e-mail address you enter matches what you entered when you created your account, your User Name will be emailed automatically.
Q: What if I forget my password?
A: If you forget your password, select “Forget Your Password?” in the “Sign In” box. You will be asked to enter your User Name and then you will be asked to answer your “Hint Question”. If you successfully answer the Hint Question, you will be prompted to set up a new password.
Moving / Changing Your Information
Q: I’ve moved and my new account number and address information isn’t showing up?
A: You will need to add your new Duke Energy account number along with your gas or electric meter number to your User Profile:
- Click on “Manage My Account” link in the left column.
- Click on “Add Account” link.
- Enter your 11-digit account number and the corresponding gas or electric meter number.
- Remove your old account number by clicking on “Remove Account.”
Q: My e-mail address changed. How do I update my e-mail address?
A: Within the Your Accounts section, click on Change My Account Info link to update your e-mail address.
Using Online Services
Q: Can I choose to have my monthly bill automatically paid each month?
A: You have two payment options available: Pay Online or AutoPay. Pay Online offers you the option to schedule your payments when you’d like. Our AutoPay option offers the convenience of having your monthly bill automatically paid on the due date.
Q: Will I continue to receive paper bills?
A: No. Once you sign up for Duke Energy’s e-Bill service, you will no longer receive paper bills in the mail. You will receive an e-mail notice each month when you bill is available for viewing.
If you do not receive your e-mail notification this month, please verify the notification is not in your SPAM, JUNK, or BULK mail folders. Your bill can still be viewed if you log in to Online Services and click on “Pay My Bill w/e-Bill.”
Q: What information do I need to pay my bill online?
A: Before you can pay your bill online, you will need to provide your bank account information for us to debit your account for the bill amount. You can provide your checking or money market account information.
Q: May I use my credit card to pay my bill?
A: To continue offering our e-Bill service as a no-cost option to our customers, we cannot accept credit card payments.
Q: How do I check the status of my payment?
A: To check the status of your payment, click on “Payment Activity.” You’ll see a list of all your previous and current scheduled payments. Each will have a status:
- Scheduled – you can change the date or the amount of the payment. You can also cancel the payment.
- Processed – your financial institution has debited your account this amount and the payment cannot be changed or cancelled.
Q: What should I do if I transfer my service to another location?
A: Your new account is not automatically enrolled when you transfer your service. You will need to enroll the new account by clicking on “Setup” then “Service Accounts.” Next, select your new Payee. Finally, you need to add the 11-digit account number of the new location.
Have Questions? Contact Us.
