Online Services Frequently Asked Questions
Frequently Asked Questions
Online Services- How many accounts can I have on my Online Services page?
- Do all accounts on my Online Services page have to be signed up with e-Bill?
- What options do I now have for my account via the Online Services page?
- How do I sign up to pay my bill online from the Online Services page?
- How can I change my registration information?
- How do I view my bill details?
- What if I want to change my user name or password?
- The page says "Not Available" in the e-Bill column. What does that mean?
- How do I add an account to my homepage?
- How do I delete an account from my homepage?
- What browser should I be using for the Duke Energy Online Services webpage?
- Who do I contact with technical issues and/or questions about the Web site?
- What if I am already paying electronically at another site?
- Is the e-Bill service secure?
- Who can enroll?
- Can I sign up for e-Bill if I'm an automatic draft customer?
- Will I continue to receive paper bills?
- Why didn't I receive an e-mail notification this month?
- Will I be able to pay immediately after I enroll my account in e-Bill?
- What information do I need to pay my bill online?
- How do I enroll multiple accounts?
- How long does it take for my payment to transfer to Duke Energy?
- What are my options for payment?
- What about late payments and extended due dates?
- How will I view my bill details and bill inserts?
- May I use my credit card to pay my bill?
- How do I un-enroll from e-Bill?
- What browser should I be using for best viewing and use of Duke Energy e-Bill?
- How do I check the status of my payment?
- I am now enrolled in e-Bill and have not received my first bill electronically. Can I pay my current bill online?
- What should I do if I transfer my service to another location?
- How do I delete repeating payments?
- Click on "Payment Activity."
- Click on "Make Payment."
- Enter Banking Information and click "Continue."
- Confirm Banking Information and click "Add."
- Confirmation given: "Add Payment Account Completed" - "Click Continue."
- Enter "Amount and Payment Date." Payment date must be two business days from today's date.
- Click "Add" once payment confirmation is requested.
- You will receive confirmation "Add Payment Completed."
- Click on Payment Activity to view scheduled payment.
Q. How many accounts can I have on my Duke Energy Online Services page?
A. You can add as many accounts to your Duke Energy Online Services page as you wish.
Q. Do all accounts on my Duke Energy Online Services page have to be signed up with e-Bill?
A. No. When you add an account to your Duke Energy Online Services Home page, you'll be prompted to see if you'd like to sign this account up with e-Bill. If you say, "No, thanks," you are taken directly to Duke Energy Online Services. The account is added to your home page.
Q. What options do I have now for my account via the Duke Energy Online Services page?
A. Once you have enrolled in Duke Energy Online Services, you can view bill and payment history, view current bill summary, print your bill, and enroll in e-Bill to pay your bill online.
Q. How do I sign up to pay my bill online from the Duke Energy Online Services page?
A. Once the account has been added to your home page, click the "Enroll" link under the "e-Bill" column to sign up to pay online.
Q. How can I change my registration information?
A. Your "Profile" is established when you register online. It contains your e-mail address, first name, last name, password and security questions. To edit anything on your profile, click "Edit Profile" under "Account Tools" on the Duke Energy Online Services Home page.
Q. How do I view my bill details?
To view bill details, click on the "View Details" link beside the account you wish to view.Q. What if I want to change my User Name or password?
A. Once you register, you cannot change your User Name. You can, however, change your password. Click "Edit Profile" under "Account Tools." You'll then see a link to "Reset Password."
Q. The page says "Not Available" in the e-Bill column. What does that mean?
A. If you see "Not Available" beside an account you have on your home page, it means that that account is already signed up for e-Bill under a different User Name. Because of security reasons, you will be unable to view any e-Bill information for this account.
Q. How do I add an account to my home page?
A. To add an account to your home page, click "Add Account" under "Account Tools" on the Duke Energy Online Services Home page. You must enter a valid Duke Energy account number and the last four digits of the account holder's Social Security number/Federal Tax Id. If that information is validated, the account is automatically added to your home page.
Q. How do I delete an account from my home page?
A. To delete an account from your home page, click "Delete Account" under "Account Tools" on the Duke Energy Online Services Home page. Select the account you wish to delete, and click "Delete Account." Please note that if an account is signed up with e-Bill, you first must delete the account from e-Bill before deleting it from your Duke Energy Online Services Home page.
Q. What browser should I be using for the Duke Energy Online Services Web site?
A. Duke Energy Online Services website is best viewed on a PC using Internet Explorer 5.5 or higher with a minimum screen setting of 800 x 600, 16 bit color and a 56.6 KBs connection or higher. If you are using an older browser, we suggest downloading to the most recent version.
Q. Who do I contact with technical issues and/or questions about the Web site?
A. Please use our Contact Us web form to send us an e-mail with your observations, comments, and/or technical issues. We welcome your suggestions on how we can improve our service to you!
Q. What if I am already paying electronically at another site?
A. If you are currently paying at another site, you may be able to receive your Duke Energy bill at that site. View a list of over 400 portals that will allow you to receive a bill each month from Duke Energy.
Q. Is the e-Bill service secure?
A. For security and privacy of transactions, enrollment requires a user name and password to log on to the online billing service. We use 128-bit encryption, which is the safest encryption technology available today.
Q. Who can enroll?
A. The online e-Bill service is available for all Duke Energy residential and non-residential accounts.
Customers can enroll to view their bills only or view and pay their bills online. There is no fee for taking advantage of the features available on the Duke Energy website.
Existing customers can enroll anytime. New customers can enroll after receiving their first bill. Once enrolled, the customer will no longer receive a paper bill in the mail.
Note: The following account types are not eligible to enroll: Summary billed, EDI or accounts with a history of returned checks.
Q. Can I sign up for e-Bill if I'm an automatic draft customer?
A. Yes, you can sign up for e-Bill to view your monthly bill and continue to have your payment drafted. Should you also attempt to pay through e-Bill, it will result in double payment.
Q. Will I continue to receive paper bills?
A. No. Once you sign up for the 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 your 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 your bill. If you do not receive the notification, your bill can still be viewed by using Duke Energy's Online Services application. Please go to www.duke-energy.com.
Q. Why didn't I receive an e-mail notification this month?
A. 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 your bill. If you do not receive the notification, your bill can still be viewed by using Duke Energy's Online Services application. Please go to www.duke-energy.com.
Q. Will I be able to pay immediately after I enroll my account?
A. Your account will be available to pay online after the 24 hours enrollment verification period.
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. When you make your first payment, you will be asked to enter your checking or money market account information. Please enter all the digits of your bank account number including leading zeros.
Q. How do I enroll multiple accounts?
A. Your enrollment is complete after 24 hours. Additional account(s) may be added by selecting My Profile, Service Accounts, and Add in the enrollment process. Enrollment for additional accounts will be completed in 24 hours.
Q. How long does it take for my payment to transfer to Duke Energy?
A. It can take up to five business days for your payment to be credited to your Duke Energy account.
Q. What are my options for payment once I've signed up for e-Bill?
Online
e-Bill allows you to conveniently pay your bill online directly from your checking account or money market account only. You will be asked for banking account information for each account you enroll. You can schedule single payments up to a year in advance and can also set up repeating payments. Credit cards or saving accounts cannot be used to pay bills online.
Mail
Paying your bills by mail remains an option but is not recommended after you sign up for e-Bill. This could delay your payment posting.
Bank Draft
You can receive your bill online and continue to use the automatic draft from your account.
Credit Cards
To continue to offer our e-Bill service at a no-cost option to our customers, we are not able to accept credit card payments at this time. Our customers can receive their bill electronically and pay using Speedpay (a vendor that process credit card payments) by calling our Customer Contact Center or by selecting One Time Payment. There is a $3.50 convenience fee when using the Speedpay option.
Q. What about late payments and extended due dates?
A. If you are unable to pay your bill on time, please call your local Duke Energy telephone number as listed in your telephone directory. The same late payment charges and extended due date policies apply to e-Bill as they do to mailed bills.
To talk to a customer service representative, please call 1-800-777-9898.
| If you're calling for: | Press: |
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| Billing, payments or payment arrangements | 1 |
| Outages and repairs | 2 |
| Start, stop or transfer service | 3 |
| Construction | 4 |
| Spanish assistance | 5 |
Q. How will I view my bill details and bill inserts?
A. When you receive your e-Bill statement, you will see links to view or print your bill details and inserts. You may also visit the For Home area of the website to access these options at any time.
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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. Our customers can receive their bill electronically and pay using Speedpay (a vendor that processes credit card payments) by calling our Customer Contact Center or by selecting One Time Payment. There is a $3.50 convenience fee when using the Speedpay option.
Q. How do I un-enroll from e-Bill?
A. You can cancel enrollment by clicking on "My Profile," "Service Account," and "Deactivate." Deactivation will be complete after 24 hours. Once un-enrolled from our e-Bill program, you will automatically revert to receiving your paper bill in the mail.
Q. What browser should I be using for best viewing and use of Duke Energy e-Bill?
A. Duke Energy's e-Bill website is best viewed on a PC using Internet Explorer 5.5 or later with a minimum screen setting of 800 x 600, 16 bit color and a 56.6 KBs connection or higher. If you are using an older browser, we suggest downloading to the most recent version.
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Download the latest version of Internet Explorer. |
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 all of your previous and currently scheduled payments. Each will have a status:
Scheduled
You can change the date or cancel the payment.
Processed
Your financial institution has debited your account for this amount and the payment cannot be changed or cancelled.
Q. I am now enrolled in e-Bill and have not received my first bill electronically. Can I pay my current bill online?
A. Yes, an e-Bill payment can be made before receiving the first bill following enrollment. Please follow the instructions listed below:
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 "My Profile" and "Service Accounts." Please enter your new account information and click "Add."
Q. How do I delete repeating payments?
A. Please click on "Repeating Payments" from the Payment Activity tab to cancel all repeating payments.
Note: When scheduling a repeating payment, the payment dated with the initial date that you entered for the repeating payments to begin is not deleted. Please go to Payment Activity and delete the initial payment.