FAQs

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.

MyAccount is Hydro Ottawa’s secure online portal that lets you view bills, track your energy use, manage payments, sign up for alerts and update your profile and account details — all in one place.

No, you do not need to be a Hydro Ottawa customer to create a MyAccount profile. All you need is a valid email address to sign up.

If you are a Hydro Ottawa customer, it is recommended you add your account number(s) to your profile to gain access to a number of services and tools like notifications and outage reporting. For this, you will need a Hydro Ottawa bill from the past 12 months.

Visit the MyAccount sign-up page and follow the prompts. You’ll need your Hydro Ottawa account number, service address and a valid email address. Registration only takes a few minutes.

We made this change because one of the most common complaints with our website was related to the login system. Customers were forgetting their username and having trouble retrieving their password.

To make the process even easier, you can now sign in using your Facebook or Google account. Once your Facebook or Google account is linked to your online account, signing in can be done with just one click.

Click “Reset password” on the login page and follow the instructions. You’ll receive an email to create a new password immediately. Your password is active immediately after you reset it.

Your password is active immediately after you reset it.

If you have forgotten your password, go to the online account page and click "Reset password”. Enter your email address and an email will be sent to you to reset your password.

This may be caused by a browser compatibility issue. Try logging in with Google Chrome or Firefox. If the problem continues, contact us.

We are continuously working to improve the online account experience and resolve any technical issues.

If you’re having trouble viewing your usage, it may be an error related to Internet Explorer or Safari.

To work around this issue, try logging into your account and viewing your usage through Google Chrome or Firefox.

If this does not fix the issue, please contact us.

If you receive a message that your account has been locked, it may be that an incorrect password has been attempted more than six times. As a security measure, your account has been locked for 24-hours. Should you require access prior to the end of the 24-hour period, a Customer Service representative would be happy to unlock your account for you at (613) 738-6400.

Yes. Once you’ve logged into MyAccount, select the “Account” tab and look for the “Add multiple accounts” button on the right-hand side next to the “Search” bar. You’ll be prompted to upload a CSV file with account details for all of the accounts you would like to add.  Each CSV cannot exceed a file size of 10KB and must only include the following columns:

• Account number: The first 10-digits of your account number as shown on your bill (see sample bill below).
• Nickname: A short name to identify the account; leave blank if you don’t want to use one.
  Last bill amount: The amount due from your last bill, including decimals (e.g., 100.01).
• Enroll in online billing: Enter “Y” to enroll in online billing or “N” to decline.
  • Enrolling in online billing means that instead of receiving paper bills in the mail, you’ll receive an enhanced email notification each time one of your bills is ready. If more than one bill is ready at the same time, then the email will include a summary of key billing details for each account on that billing cycle. Key details include the address, amount due, due date, and a partial account number. You can also link directly to a PDF of each account’s full bill or access all of your accounts and billing details anytime online by logging into MyAccount.
  • If you don't want to see the key billing details in your email notification, you can switch to a standard notification in MyAccount. Standard notifications will only advise you that the bill is ready to be viewed online.

Click here to download a CSV file template.

Adding an additional account to your existing online account with Hydro Ottawa can be completed online.

1. Login to your existing online account.
2. Click on the ‘Add account’ icon. 

If you experience any difficulty adding or removing an account, contact us.

1. Click the dropdown arrow in the search bar at the top center of your screen (pictured below).
2. A list of your accounts will appear.
3. Select the account you want to view.

We use several methods to ensure that your information is secure:

• Your email and password are unique identifiers that only you know. This information is personal and confidential and should not be shared.
• We use SSL (secure socket layers) which ensures that your connection and information are secure from outside inspection.
• We use 128 bit encryption to make your information unreadable as it passes over the Internet.
• We automatically sign you out of a session if it is inactive for 20 minutes.

Computer security experts advise that you may put your information at risk when you use a public computer for personal business. While Hydro Ottawa uses numerous security measures to protect your personal information on our website, the use of public computers may compromise the security of your information. Public computers include those in schools, libraries, and internet cafés.

For maximum security, you may want to avoid using public computers when enrolling or modifying your personal or banking information.

No. In order for someone to access your account through the app or our website, they need your password. We have security measures in place to safeguard your online account. For instance, consecutive failed login attempts result in the user's online account being locked.

Not in real time. MyAccount shows interval data after it’s received and validated.

Yes. Use our mobile app to view your usage.

Temporary communication issues can delay reads. Data is stored in the smart meter and is posted to MyAccount once communication is restored. If your usage is still missing after a few days, contact us.

Statutory holidays are off-peak all day. Seasonal Time-of-Use schedules and daylight saving time adjustments are handled automatically - no action needed.