Q: Is there a preferred web browser for Customer Connect?

Although, Customer Connect is viewable on all devices, the preferred browsers are Chrome, Firefox and Safari (for Apple products).

Q: I am able to log in My Account, however I am unable to view my bill.

If you are unable to view your bill, you may need to add Adobe Reader to your device. If you are still unable to view your bill, please contact us through Inquiry within Customer Connect or directly to our office (toll free 1-877-270-3938), and we will review and ensure that you can view your bill.

Q: Do existing My Account users need to re-register for Customer Connect?

No. Existing users simply need to reset their password. This can either be done by clicking on the link of the GO LIVE email sent to them, or by clicking Forgot Password and creating a new password.

Q: Can an existing My Account user log in Customer Connect without resetting their password?

No. For security reasons, it is imperative that a customer reset their password. If a customer does not wish to reset their password, they cannot log in.

Q: If I have multiple NPEI accounts, can I view all from one username?

As long as all account numbers are linked to one customer number, a user can view multiple accounts within the same login. If a customer has more than one customer number, they will need to register an account from each customer number OR customer service will need to create one customer number if they are able to do so.

Q: Can I have the same email for more than one username?

Yes. If you need to register multiple usernames because you have more than one account not linked to the same customer number, all can have the same email address.

Q: Can one account have multiple users attached?

No. Unfortunately, once an account has been signed up with a username, another login cannot be created for that customer. Our next version of Customer Connect will allow for multiple users against one account.

Q: Will existing My Account users automatically be on eBilling when moving to Customer Connect?

Current My Account users that are on eBilling will remain on eBilling. Current My Account users not on eBilling will remain on paper billing. Any new registration customers will automatically be put on eBill.

Q: What if a new registration customer wants to be on paper billing?

If a new customer signs up for My Account and wants to be on paper billing, they will need to contact NPEI and inform them of this change.

Q: If a customer would like to change their eBill email or password, where can this be done?

Customer Connect is designed to be interactive and provide self-service for customers. Password changes can be done by navigating to Manage Account > My Profile. Email for eBill notifications can be changed by navigating to Manage Account > Account Contact.

Q: What if a customer has multiple usernames for one email address?

The email blast for customers to reset their password has only been defined to unique emails. So if a customer uses a different username than the one the email was sent to, they can simply use the “Forgot Password” function on the other username they wish to use for My Account.

Q: Can a customer change their username?

No. Usernames are unique and cannot be changed once one has been created.

Q: How do I view net-metering usage?

The values display represents what electricity was used, not what has been generated. If you have a net meter, where you have both usage and generation, only the usage will be displayed. We are working on the getting generation and net meter usage displayed in the near future.

Q: My web browser is Google Chrome and I am experiencing difficulties viewing my bill online. What can I do?

If you are using Google Chrome and experiencing issues opening your PDF bill, please try the following:

• Go to Settings > Privacy and security > Site Settings
• Click on PDF documents
• Turn on “Download PDF files instead of automatically opening them in Chrome”
• Close browser and try again