Frequently Asked Questions
How do I make a payment?
Hydro Ottawa offers many different options to allow you to make simple, on-time payments. Choose the method that’s most convenient for you and your family. Once you’ve selected an option, please ensure you allow sufficient time for the payment to reach us by the due date. This time varies according to your payment option.
Sign up for Pre-Authorized Payments and say goodbye to cheques and postage costs. Once you have enrolled, the amount due will be automatically deducted from your bank account on the due date. It’s automatic so you can be sure your payment is made on time, and you won’t have to worry about late fees. Your bill will detail your account charges as well as the date of withdrawal from your bank account.
Beginning at the end of this year, all Hydro Ottawa customer accounts will transition to monthly billing. Once your account has transitioned to monthly billing, you will receive a bill monthly instead of every two months.
Log in to MyHydroLink to enrol or call us at 613 738-6400. Your account must be up-to-date prior to registration.
Equal Monthly Payment Plan
With this plan, you can even out your payments over time. Rather than being charged for electricity as you use it, you can receive 11 equal monthly payments over the course of a year. In the 12th month you’ll make up the difference. Your monthly payment amount will be based on your projected annual electricity use and the price of electricity. You will receive a credit if you overpaid during the year or be charged what you used over the estimate. Some additional charges may appear on your statement from time to time and may include but are not limited to fees for account set-up, credit checks, returned payments or security deposits.
Once you have enrolled, your equal monthly payment will be automatically deducted from your bank account on the due date indicated on your bill. If you require a fixed date, you may request that the withdrawal occur on the 5th of the month.
The Equal Monthly Payment Plan is only open to qualifying residential and small business customers who purchase their electricity commodity through Hydro Ottawa (Standard Supply Service). Customers under contract with an electricity retailer are not eligible.
Log in to MyHydroLink to enrol or call us at 613 738-6400.Your account must be up-to-date prior to registration.
It’s easy and convenient. Five days before your bill is due, use your credit card to pay online or by telephone. Be sure to have your account number and credit card in hand. Visa and MasterCard are accepted.
While convenient, it is important to note that credit card payments are subject to a $5.95 fee for every $275 charged, not including the fee. Multiple transactions are permitted.
- Pay Online
Pay by Credit Card Online
- Pay by Phone
Note: Credit cards payments are not accepted by mail.
If you are mailing a cheque or money order, please be sure to:
- Send your payment at least 5 days before the due date;
- Write your 20-digit account number on the front of your cheque or money order;
- Include the remittance stub (the bottom portion of your bill below the dotted line); and
- Place a stamp on the self-addressed envelope that was included with your bill. If using your own envelope, address it to:
PO Box 4483
Note: Do not send cash by mail.
Bring the remittance stub (the bottom portion of your bill below the dotted line) to your bank or an automatic bank machine to make a payment on your account. You can also set up online payments to Hydro Ottawa. Choose your financial institution below.
You can send bill payments to Hydro Ottawa by using Western Union’s Bill Payment Service. Western Union payments are considered ‘secured’ payments.
You’ll need Hydro Ottawa’s Code City, Code Province and your Hydro Ottawa account number in order to process your bill payment. The Code City for Hydro Ottawa is “OHEC Ontario” and the Code Province is “ON.” You’ll receive a Money Transfer Control Number (MTCN) on your receipt as confirmation that the payment was sent to Hydro Ottawa. Once your payment is made and your MTCN confirmed, Hydro Ottawa will receive automatic confirmation of your payment.
For more information visit www.westernunion.ca.
Hydro Ottawa's 24-Hour Drop Box
Payment by cheque or money order, together with the remittance stub, may be deposited in Hydro Ottawa's 24 hour drop box located outside the front door at the Albion Road North office.Back to Top
What happens if there isn’t enough money in my account to cover my automated withdrawal?
If you default on a payment, you must pay the amount in arrears and the current monthly payment by the next withdrawal date. If you cannot update your payments, your plan will be suspended until the balance is cleared.
If you need a little help paying your bill, we are here to help. Give us a call and we’ll try to put together a payment program that works for you. Call us at 613 738-6400, Monday to Friday between 8 a.m. and 8 p.m.Back to Top
What if I forget my User ID or password?
If you have forgotten your User ID, go to the MyHydroLink Log-On page and click "Forgot your username?" Enter the account number or email address associated with your account. Your User ID will be sent to the email address associated with your account.
If you have forgotten your password, go to the MyHydroLink Log-On page and click "Forgot your password?" Enter your User ID and your password will be sent to the email address associated with your account.Back to Top
When will my new User ID and password be activated?
Your User ID and password are active immediately following registration.Back to Top
How do I register additional accounts?
From MyHydroLink Home, click Add/Remove Accounts. You can also access the Add/Remove Accounts feature from the E-Billing Environment.Back to Top
How is my personal and financial information kept safe?
E-Billing uses several methods to ensure that your information is secure:
- User ID and Password
Your User ID and password are unique identifiers that only you know. This information is personal and confidential and should not be shared.
E-Billing uses SSL (secure socket layers) which ensures that your connection and information are secure from outside inspection.
E-Billing uses 128 bit encryption to make your information is unreadable as it passes over the Internet.
- Automatic Sign Out
E-Billing automatically signs you out of a session if it is inactive for 20 minutes.
Are all computers safe to use?
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.Back to Top
Why is my account locked for security reasons?
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 Care Agent would be happy to unlock your account for you at 613-738-6400 Option #3.Back to Top
What is E-Billing?
E-Billing is a convenient, secure and environmentally friendly way to view your electricity bill online. Once you have registered, you’ll receive your next bill electronically. You will receive an email notification (to the email of your choice) when your bill is ready for viewing. You can pay your E-Bill by telephone or online through your financial institution, or by enrolling in our pre-authorized payment plan.Back to Top
How do I signup for E-Billing?
If you would like to register for E-Billing, go to MyHydroLink and register your account. You will be prompted to enter your account number and customer name exactly as it appears on your Hydro Ottawa bill. Be sure to have a copy of your most recent bill handy. Online registration takes just a few minutes.Register for E-Billing
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How do I cancel my E-Billing registration?
If you would like to cancel your E-Billing registration, please contact us by telephone at 613 738-6400. A Customer Service representative would be pleased to help you.Back to Top
Will I continue to receive a paper bill in the mail?
No. Once you have registered, you’ll receive your next bill electronically. You will, however, be able to print or save your bill online at your convenience.Back to Top
What software do I need to use E-Billing?
You can access E-Billing from any web browser that supports 128 bit encryption.
Microsoft Internet Explorer 7+
Firefox / Mozilla Users
To check the encryption level on your browser, click HELP, ABOUT, and it will be listed.Back to Top
Is the bill I see online exactly like my paper bill?
Yes, with one exception. You cannot print out your bill and take it to your financial institution or mail it to Hydro Ottawa for payment.Back to Top
I have a lot of accounts I would like to enroll in E-Billing. Is there an easier way to do this other than adding each account individually?
To add multiple accounts at once, we've provided a multiple account upload tool. Simply click "More than 5 accounts?" and you will be presented with a file upload dialog.The file you upload must be a plain-text file containing pipe-separated values, one per line. The file must contain the account number, followed by an amount due from a previous bill, and finally by a Y to indicate whether you wish to register the account for E-Billing, or an N to simply add the account to your profile to obtain access to consumption and billing history for the account.
Why is my last payment not appearing?
MyHydroLink payment information is updated as payments are received and applied to customer accounts. Please note that payments may take up to five business days to be applied, depending on how the payment is made.Back to Top
Why am I not receiving my E-Bill notifications?
Please ensure that you are enrolled in E-Billing by navigating to the E-Billing environment from the MyHydroLink home page.
Most of the time, your E-Bill notification has been accepted by your service provider. Problems with E-Bill delivery are most often associated with Spam/Junk Mail settings as well as internet security and anti-virus applications. How your email, internet security or anti-virus applications are configured may determine if your E-Bill notification can be successfully delivered.
To correct this, we recommend adding @hydroottawa.com to your Safe List.
If you have recently changed or modified your email address, but did not update your online profile:
- Sign in to your MyHydroLink account;
- Once logged in, under My Profile, click Manage profile;
- Update your email address and click Update.
Why does my most recent Time-of-Use data consumption change a few days later?
Recent consumption data is unbilled usage and has not yet been validated by the provincial Meter Data Management and Repository (MDM/R). Once validated consumption data has been obtained, the values may change. Please note, the following message appears on all Time-of-Use pages:
*Note: Unbilled electricity consumption has not been loss-adjusted and may contain estimated data.Back to Top
Why am I unable to access my Time-of-Use information every Sunday?
Scheduled maintenance occurs every Sunday between 8:00 a.m. and 11:00 p.m. This results in TOU data being unavailable. We apologize for any inconvenience.Back to Top
What if some of my consumption isn't appearing in my account history?
Occasionally there may be communication difficulties between the meter and Hydro Ottawa's meter data collectors. Metering data is stored within the Smart Meter and may be collected once the connection is re-established. If this problem persists, please use the feedback box at the bottom of this page to notify us.Back to Top
Why does my MyHydroLink (MHL) page content not display correctly?
Hydro Ottawa makes every effort to ensure our MHL application is up to date with emerging technology. There are web browsers however, that are not compatible with our application. We encourage you to refer to the home page of your web browser provider for help with troubleshooting and known product issues. To ensure you are also receiving an optimal browsing experience, we suggest upgrading to the latest version of your browser.Back to Top
What is the Ontario Clean Energy Benefit?
The Ontario Clean Energy Benefit is helping Ontario families, farms and small businesses through the transition to a cleaner, modern electricity system by providing a 10 per cent rebate on electricity bills for the first 3,000 kWh/month of electricity consumed. Electricity consumption above the 3,000 kWh/month does not receive the Ontario Clean Energy Benefit. More information on the Ontario Clean Energy Benefit is available here.Back to Top