FAQs

Online billing lets you receive and view your bill electronically instead of by mail. You’ll get an email when your bill is ready. You can view or download the full PDF via the email or in MyAccount.

Your online bill will look identical to the printed version, but it will be in PDF format.

Registration is quick and easy. Log in or create a MyAccount. Once logged in, click ‘Enable online billing’ in the top left box. Choose your online billing preferences, then click 'Register' to complete the setup.

If you’re having difficulties creating a MyAccount, or would like assistance, please contact us and an agent will complete your registration for you.

No. Once you switch, we’ll stop sending you paper bills. You’ll receive email notifications for each new bill.

Enhanced notifications display the amount due, your due date, and a link to your full PDF bill right in the email. Standard notifications simply tell you your bill is ready (you’ll have to log in to view it).

You can access your online bill from any web browser that supports 128-bit encryption.

• Google Chrome (recommended)
• Microsoft Internet Explorer 11+ or Edge
• Mozilla Firefox
• Apple Safari

To check the encryption level on your browser, click 'Help', 'About', and it will be listed.

Check your junk or spam folder and add @hydroottawa.com to your safe sender list. If you change your email, update it under “Notification preferences” in MyAccount.

Bills are stored in MyAccount for up to two years. You can download and save copies anytime. To view a bill that’s more than two years old, contact us.

Yes. Print your PDF bill and pay at your financial institution or mail it with a cheque or money order.

If you would like to cancel your online billing registration, you can complete our online Contact Us form, chat with one of our online agents through MyAccount, or call us at 613-738-6400.

Yes, all current and past bills can be accessed through MyAccount under the “Billing” menu and will remain there for up to two years. Your bills are in a convenient PDF format, which can be easily downloaded and saved offline for future use. PDF links received in your email will also remain active for up to two years.

If you need access to bills older than two years, please contact us.