Frequently Asked Questions
How Online Billing Works
Q | How do I get started?
A | You will need a copy of your most recent bill in order to register for My Account. You do not need to enter any financial information until you make your first payment, but you may do so if you want. When you are ready to start, click the First Time User link on the Login page and follow the instructions on each page. It's that simple!
Q | What if I forget my Password?
A | You can retrieve your password online by clicking the Forgot your Password link on the Login page. If you need further assistance, a representative can reset your password. Just call us during the hours of 7 a.m. - 7 p.m. Monday through Friday.
Q | What does this service cost?
A | We do not charge for the Online Billing service. If you decide to view and pay your bill through another Web site, such as your bank or portal, the provider of that Web site may charge you processing fees.
Q | If I have a "Disconnection Notice" on my bill, can I still make an electronic payment?
A | Yes. But if the payment is after the Due Date you should contact us during the hours of 7 a.m. – 7 p.m. Monday through Friday to make sure your service is not interrupted.
Q | When can I see my bills online?
A | Your bills will be available to you online once you've completed the registration process. If you have not already submitted your payment, you can do so online. If you have already submitted your payment, you don't need to do anything. You will receive an e-mail notification when your next month's bill is available to view and pay. Your next bill will be available within 72 hours of your next billing date. For example, if your billing cycle is the 20th of every month, you will see your first E-Bill on the 23rd. You will receive an e-mail notification when your E-Bill is available to view and pay.
Q | Can I still mail a payment to pay my bill?
A | Yes. Just print your bill, include the coupon with your check and mail to the address that is listed on your bill. Please be sure to print your Account Number on your check so that we can post the payment to your account as soon as possible.
Q | Can I still receive a paper bill?
A | When you register for My Account you agree to receive monthly e-mails informing you that your bill is ready. However, you will still receive your paper bill unless you select the “Go Green” paperless billing option. Regardless of which option you choose you may print your bill at any time in order to retain a printed copy for your records. You will have six months of bills available for quick, convenient access. You can always turn your paper bill back on by changing your Selection in the Go Green Paperless Billing option.
Q | When will the money leave my bank account and when do you credit my account?
A | We submit your payment request on the scheduled date. This allows us to process your payment on time. Your bank account will typically be deducted on the scheduled date, but in some cases it could be one business day later depending on how quickly your bank processes the request. Usually, the next business day all other records at Pepco will be updated with your payment.
Q | Do I get a confirmation number right away when I make a payment?
A | No. When you confirm your payment, you will see the payment listed on the “My Bill Summary” page in a pending status. This payment status will change to paid on the date that you indicated you wanted your bill paid.
Q | How can I get a question answered right away?
A | First, take a look through our FAQs to see if we've already provided an answer to your question. If you don't find the answer online, you may either send an e-mail to Customer Service or call us during the hours of 7 a.m. - 7 p.m. Monday through Friday.
Q | How do I set up or change my billing account information?
A | To change your My Account information such as your e-mail address or password, sign-in to My Account and then select ” Manage My Account” from the left menu.
Q | Can I use a bank account or credit card to make a payment?
A | We are able to process your payments from a bank account. We currently do not accept payments using credit cards as a form of payment for My Account Online Billing. If you want to use a credit card to pay your bill you will need to call us. This option is available through a service that charges a convenience fee.
Q | How do I make a payment if I cannot access my account online?
A | You may mail us a check for your payment amount anytime. We offer a number of other convenient bill payment options. Just go to the Payment Service button on the left menu for details.
Q | How do I edit a payment after I have made it?
A | If you have submitted a payment that has a pending status you can cancel it. Find your payment on the My Bill Summary page and click on the payment. Payments that have a paid status have already been submitted to your bank and cannot be changed.
Q | Can my spouse sign up for Online Billing also?
A | No. We only allow one user per billing account to register for My Account.
Q | How can I pay my bill automatically every month?
A | The Automatic Payments feature allows you to set up a recurring or repeating payment that will be paid on your bill due date.
In addition, the AutoPay feature allows you to establish a maximum amount that you want paid. In the event that your bill exceeds the maximum amount you established, we will send you an e-mail informing you that your payment was scheduled for your maximum amount and that you still have a remaining balance. You will need to sign in to My Account and make an additional payment to cover the remaining balance to avoid any late payment fees.
Q | If I have a problem, who do I contact?
A | Customer Service. You may click the Customer Service link to send us an electronic message describing the problem. You may also call Customer Service during the hours of 7 a.m. - 7 p.m. Monday through Friday.
Q | If the Online Billing service or Internet service is down, who do I contact?
A | We monitor My Account constantly. If you find that the service is down, check back later. Problems are usually resolved within a few hours. If you need to make a payment that day because of a disconnection notice, we have a number of other convenient bill payment options.
Q | If I lose access in the middle of submitting a payment, what do I do?
A | A payment transaction is only completed once you've received a confirmation page. Usually, all transactions are canceled when your session is terminated for any reason. If you are unsure if your payment request has been processed, check the My Bill Summary page, if your payment request was successful it will be listed.
Q | What if there is not enough money in my bank account when I make a payment?
A | We automatically resubmit payments returned for nonsufficient funds once. If your payment fails the second time, your account will not be paid and your bank may charge you a service fee for payments that could not be processed. In addition, we will assess a returned payment fee as well.
Privacy and Security
Q | How will my financial information be protected?
A | We store your financial information in an encrypted format in our database that is secured from outside parties. Your financial account information will be partially masked (e.g., XXXXXX1234) whenever presented on our Web site. When we process your payment, we encrypt the financial information and transmit the data to the banking network through a secure connection.
Q | What happens to my personal information and payment data if I cancel?
A | You will have access to your Online Billing information after submitting your cancellation. This allows you to view your historical data or pay your most recent bill. We retain your bill data in our online billing system for 13 months.
Q | How will my personal information be used?
A | Your personal information will be used to access My Account. Your financial information will be used to process payments that you schedule through Online Billing. We do not sell your personal information to third parties who send unsolicited information.
Q | Can I opt out of having my personal information used at all?
A | Your personal information is required to access My Account. You can opt out of nonbilling related, informational e-mails if you so choose.
Q | Will I get more "spam" by signing up for this service?
A | No. The only information that will be sent to you will be related to the online billing service or other services we provide. We do not sell your personal information to third parties who send unsolicited information.
Q | How can I change my personal information?
A | To change your information, sign on to My Account and select Manage My Account from the left menu.