Frequently Asked Questions

How do you update the way your name appears on your bill?

If you need to update or correct your name as it currently appears on your bill (e.g., due to a marital status change or misspelling), please visit Update Your Account Information.

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How do you stop or start service due to moving?

If you are moving and need to stop or start service, please visit Start or Stop Service and complete the online form.

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How do you update the email address for your account?

If you are not an e-Bill customer, you can update your email address online at Change Your Contact Information. e-Bill customers can update their email address within e-Bill Paperless Billing & Payment.

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How do you change the mailing address or phone numbers listed for your account?

You can modify your mailing address or any phone numbers listed for your account at Update Your Account Information.

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You lost your activation code when your Online Profile was created. How do you request a new activation code?

Activate your online profile to increase the access level of your online profile. Once activated, you will have access to more information, our Energy Saving Tools, and online transactions with our Customer Service Department.

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How can you change your username?

We're sorry, but you are not able to change your online username. If you would like a new username, you will need to create a new Online Profile. If you are currently enrolled in e-Bill, you will need to un-enroll in e-Bill under your current username and re-enroll in e-Bill under your new username.

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When trying to create an Online Profile, you receive a message that your information is incorrect. What are you doing wrong?

When creating an Online Profile, the account name and account number need to be entered exactly as they appear on your bill. UPPCO offers guidance on how to read your bill. If you are still having troubles, please contact us.

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Can you pay your bill with a credit card?

Yes. Our Quick Payment option lets you pay your bill instantly with a credit card or debit card. However, a service fee will apply.

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How do you update your bank account information for Automatic Payment or e-Bill?

For Customers enrolled in Automatic Payment:
If you would like to update your bank account information, please sign-up online. When you fill out the form, the new information will replace any existing bank information.

For Customers enrolled in e-Bill:
Within e-Bill Paperless Billing & Payment, select "View Payment Accounts" to view a list of your active accounts. From there, you will be able to change the account information or delete old accounts.

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You need 12 months of your energy data for tax purposes. Can you get this online?

Yes, this can be found at View Bill History. If you don't currently have an Online Profile, you will need to create one.

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You are not receiving your e-Bill email notifications letting me know your bill is available. Do you know why?

This primarily occurs for one of two reasons: Spam or an incorrect email address. If you didn't change your email address, we recommend that you check your email spam folder. Occasionally, messages are flagged as spam by email service providers. By adding us to your address book, you can avoid this from happening in the future. Please check your email program for more details about managing spam.

To verify your email address is correct:

1. Login to e-Bill
2. Your email address is found in the top-right corner of the screen. If it is incorrect, click on the link labeled "Update Your e-Bill E-mail Address".

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You were enrolled in Automatic Payment, and recently signed up for e-Bill. Why was your last payment not deducted from your account?

Because e-Bill offers an automatic payment option, you were removed from the utility Automatic Payment plan. This is to ensure that duplicate payments are not deducted from your account. If you'd like to continue making automatic payments through e-Bill, simply select the automatic payments option found under "Worry-free Options." You will then need to re-enter your financial information.

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Why can't you schedule an e-Bill payment on your due date?

We're sorry, but our e-Bill application does not allow for the scheduling of same-day payments in order to allow for the necessary processing time. If you want your bill to be paid on your due date, you will need to schedule it up to two business days in advance.

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Can you change the date your bill is due?

UPPCO offers Preferred Due Date, which allows you to choose your energy bill due date.

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You are having difficulty paying your energy bills. What services do UPPCO offer?

Yes, if you are behind on your energy bills, or think you might become behind, we offer billing options, financial assistance and payment plans to help. Visit Energy Assistance page or call 24-Hour Customer Service at 800-562-7680 to discuss the options available to you.

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You're upgrading your heating/cooling system. Do you have rebates available?

UPPCO offers rebates and programs to qualified customers who are interested in making energy-efficient improvements to their homes and apartment buildings.

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