Frequently Asked Questions e-Bill
The Basics- What is e-Bill?
- Is there a fee for using e-Bill?
- What payment options does e-Bill offer?
- Will I continue to receive a paper bill if I enroll with e-Bill?
- Will I continue to receive Duke Energy's bill inserts on a monthly basis?
- When can I sign up for e-Bill?
- How do I enroll in e-Bill?
- Can I enroll more than one Duke Energy account number in e-Bill?
- Once I sign up for Duke Energy's e-Bill program how will I know if I am successfully enrolled?
- Can I view my Duke Energy bill online?
- How will I know when my energy bill is available to be viewed and paid?
- My business is moving, how do I sign up my new account for e-Bill?
- What should I do if my e-mail address changes?
- What should I do if I have changes to other Personal Information within my e-Bill profile?
- How do I cancel by e-Bill payment service?
- What if I change bank accounts?
- How can I cancel my company bank account?
- How much time do I need to allow when scheduling my payments online?
- Can I sign up for both e-Bill and Budget Billing?
- 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?
- What if I forget my Username and Password?
- How can I receive a detailed version of my online bill?
- How can I make a donation to Winter Care?
The Basics
A: Duke Energy's e-Bill program offers you the ability to view and pay your energy bill online. e-Bill lets you receive, view and pay your bill online. You choose the option that's right for your business. Electronically authorize the payment of your monthly energy bill on the day you select with the Pay Online option. Or electronically authorize your bank to automatically pay your monthly energy bill on the due date with the AutoPay option. It is safe, convenient, and offers you the ability to manage your energy bill payments in whatever manner you choose.
Q: Is there a fee for using e-Bill?
A: No. Our e-Bill program is free. Your bank may charge a transaction fee. Please contact your bank to determine if a charge applies.
Q: What payment options does e-Bill offer?
A: With e-Bill you can pay your energy bill directly from your bank account using one of the following two options:
- AutoPay
Your bill is automatically paid each month on the due date with the AutoPay option.
NOTE: 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 $2500.00 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.
If you select to enroll in AutoPay, the automatic withdrawal from you banking account will not occur until your next month’s bill.
- Pay Online
You electronically authorize your bill payment on the date you choose each month with the Pay Online option.
Q: Will I continue to receive a paper bill if I enroll with e-Bill?
A: No. Once you enroll in e-Bill, you will no longer receive paper bills. We will send you an e-mail each month indicating your bill is ready for viewing and paying online.
Q: Will I continue to receive Duke Energy's bill inserts on a monthly basis?
A: Yes. You have the ability to view your monthly bill inserts online. When you view the full bill details of your energy bill, across the top of the bill, click on the “Monthly Inserts” button.
EnrollmentQ: When can I sign up for e-Bill?
A: The answer depends on whether you are a current customer or a new customer:
- 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. Our customers can sign up for e-Bill through our Online Services. About Online Services. - 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, register for Online Services and enroll in e-Bill as described above.
Online Services gives you the power and convenience of managing your energy accounts online while providing special features which enable you to view your bill and usage history, enroll in Budget Billing, apply for new service, turn off service, and submit your meter reads online.
Q: How do I enroll in e-Bill?
A: We’ve made enrolling in e-Bill easy and simple! You complete the total enrollment process online!
-
Registered User
- Log in to Duke Energy Online Services.
- Click on "Pay My Bill with e-Bill" on the left-hand navigational bar.
- Follow the prompts to sign up.
New User
- Register to create a User Profile.
- Once registered, click on "Pay My Bill with e-Bill" on the left-hand navigational bar.
- Choose the Budget Billing Program option that best fits your business.
- Follow the prompts to sign up.
Q: Can I enroll more than one Duke Energy account number in e-Bill?
A: Yes. You can enroll additional Duke Energy service accounts. Follow these simple steps to add additional service accounts to your e-Bill profile:
- Log in to Online Services.
- Click on "Pay My Bill with e-Bill" in the left column.
- 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.
Q: Once I sign up for Duke Energy's e-Bill program how will I know if I am successfully enrolled?
A: 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.
Q: Can I view my Duke Energy bill online?
A: With our 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.
Q: How will I know when my energy bill is available to be viewed and paid?
A: 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.
Moving / Account ChangesQ: My business is moving, how do I sign up my new account for e-Bill?
A: Online Services can help you take care of the details of paying your energy bills during the transition. Online Services offers you the ease and convenience to turn on the Duke Energy service at your new location, as well as making arrangements to turn off your existing service. You can also pay your final bill for your existing business location online.
Once you’ve paid your final bill for your existing service, please follow these steps to remove this account from your e-Bill profile:
- Log in to Online Services.
- Click on "Setup – Service Accounts."
- Click on "Cancel" next to the account you no longer want to pay with e-Bill.
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.
Q: What should I do if my e-mail address changes?
A: To continue receiving your monthly e-mail notification that your bill is ready to view and pay, you will need to let us know if your e-mail address changes. To change your email address, follow these simple steps:
- Log in to Online Services.
- Click on "Your Account Information."
- Click on "Change My Account Information" and change your e-mail address.
You also need to update your e-mail address within your e-Bill profile. To do this, follow these steps:
- Click on the "Pay My Bill with e-Bill" link in the left column.
- Select the "Setup – Personal Information" link.
- Select "Edit" and make the necessary changes.
Q: What should I do if I have changes to other Personal Information within my e-Bill profile?
A: If you have any changes to other personal information, (such as a change to phone number, e-mail, etc.,) you can update this information online. To do so, follow these steps:
- Log in 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.
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.
Q: How do I cancel my e-Bill payment service?
A:
- Log in 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 the following in mind:
- Scheduled payments are not paid.
- Processing payments are paid on the scheduled pay date. You should wait until all payments have been processed before canceling your service.
Q: What if I change bank accounts?
A:
- Log in to Online Services.
- Click on "Pay My Bill with e-Bill" in the left column.
- 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.
Q: How can I cancel my bank account?
A: If you cancel your bank account, you will need to update your payment account information within your e-Bill profile. In order to continue paying your Duke Energy bill electronically, you will need to add the new bank account information before you can delete the old bank account information.
Add an account
- Log in to Online Services.
- Click on "Pay My Bill with e-Bill" in the left column.
- Select "Setup - Payment Accounts."
- Complete the following fields: account description, account type, routing transit number, and bank account number.
Delete an account
- Log in to Online Services.
- Click on "Pay My Bill with e-Bill" in the left column.
- Select "Setup - Payment Accounts."
- Click "Delete" next to the payment account you want to delete.
Q: How much time do I need to allow when scheduling my payments online?
A: The payment date is the date that you can expect Duke Energy to receive your payment. If you are scheduling a payment before 1 p.m Eastern time (ET) today, you can make the payment date as early as tomorrow. If you schedule a payment after 1 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 p.m. ET on Monday, the earliest payment date you could schedule would be for Tuesday. If you schedule a payment after 1 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.
Q: Can I sign up for both e-Bill and Budget Billing?
A: Yes. You can sign up for both programs through Online Services. Online Services will let you know if you qualify for our Budget Billing program.
Q: If I remove my account from Budget Billing and my balance due changes, will the AutoPay option automatically update my payment to reflect my new amount due?
A: 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.
Q: What if I forget my Username and Password?
A: 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.
Q: How can I receive a detailed version of my online bill?
A: At any time, you may send us an e-mail to request your itemized energy charges. Please e-mail us your request, along with your 11-digit account number. Beginning with your next month's bill, you will receive a detailed version of your energy bill online.
Q: How can I make a donation to WinterCare?
A: WinterCare 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, contributions can be made in two ways.
- You may add a donation to your monthly Duke Energy bill.
- You may e-mail us the dollar amount you would like allocated to WinterCare. Please be sure to change the total amount due to reflect your donation to WinterCare.
Have Questions? Contact Us.
