Frequently Asked Questions
Q. I am currently enrolled in Online Services and e-Bill services. Will there be any changes to these services as a result of the Duke Energy/Cinergy merger?A. No. Our Online Services and e-Bill programs will remain the same.
Q. What is Online Services?
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
• Turn on and turn off service
• Submit meter reads and view your meter reading schedule
• Report electric trouble
Q. Who can enroll in Online Services?
A. Any Duke Energy active account number and the corresponding gas or electric meter number can register with Online Services.
Q. How do you enroll with Online Services?
A. Enrolling with Online Services is a simple two step process. First create a User Profile which is your name and e-mail address. The second step is to attach your
Duke Energy account information to your User Name. All you need is your 11 digit Duke Energy account number and the corresponding gas or electric meter number.
Q. Where can I find my 11 digit account number?
A. Your Duke Energy account number is located on the middle section, towards the right side of your paper 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. 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 PC 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; thereafter, 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. What if I forget my User Name?
A. If you forgot your User Name, select “Forgot Your Username?” in the “Customer 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 sent automatically to you via e-mail.
Q. What if I forget my password?
A. If you forget your password, select “Forgot Your Password?” in the “Customer Sign In” box. You will be asked to enter your User Name and then you will be asked to answer your “Hint Question” you provided during the enrollment process. If you successfully answer the Hint Question, you will be prompted to set up a new password.
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 that 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” and then “Add Account” to complete the process.
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. I’ve moved and my new account number and address information isn’t showing up?
A. You will need to add your new 11 digit account number along with your gas or electric meter number to your User Profile. Follow these simple steps to add this information:
• Click on “Manage My Account” link in the left navigational bar
• Then click on “Add Account” link
• Enter your 11 digit account number and the corresponding gas or electric meter number
• You can 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.
Q. Can I view and pay my energy bill online by registering with Online Services?
A. Yes, you can view and pay your energy bill online with Online Services. E-Bill offers customers the opportunity to view and pay their energy bill online. The first step is to register with Online Services. The second step is to enroll with our e-Bill program.
After completing the process to register for Online Services, click on Pay My Bill w/e-Bill link within the Billing section. You will need to provide the 11 digit account number for the address you would like to enroll with e-Bill.
Q. Is the e-Bill service secure?
A. For security and privacy of transactions, enrollment with Online Services is required in order to provide 128-bit encryption, which is the safest encryption technology today.
Q. Who can enroll with e-Bill?
A. Our e-Bill program is available for all Duke Energy residential and non-residential accounts. There is no fee for taking advantage of the convenient payment option.
Q. Can I choose to have my monthly bill automatically paid each month?
A. You have two payment options available to you, pay online or auto pay. Pay Online offers you the option to schedule your payments when you’d like. Our Auto Pay 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. The e-mail notification is sent as a reminder to view and pay your monthly bill. If you do not receive the notification, your bill can still be viewed by logging onto Online Services and then click on Pay My Bill w/e-Bill link.
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.
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 payment. You can provide your checking or money market account information.
Q. May I use my credit card to pay my bill?
A. To continue to offer our e-Bill service as a no-cost option to our customers, we are not able to 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 once you transfer your service. You will need to enroll the new account by clicking on “Setup” then “Service Accounts”, and then selecting your new Payee. Finally, you’ll add your 11 digit account number of the new location.
