Alectra utilities

My Alectra is your new and improved online customer portal. With My Alectra, you’ll have secure access to easily manage your Alectra Utilities account online. Explore the Account, Billing, Services, and Usage menus to find everything you need to set your notification preferences, pay your bills, analyze your electricity use, and more. Once you are registered for My Alectra, you will be able to view up to 26 months of your billing and usage data.

Previous My Account users have been securely moved to the new My Alectra online customer portal. If you're having trouble logging in, please follow this two-step process:

Step 1 – Recover your username: 

• Click the forgot username link on the My Alectra login page, and enter the email address you used to register for the online portal / paperless billing. 
• You will receive an email from NoReply@AlectraUtilities.com with instructions for how to recover your username.

Step 2 – Reset your password: 

• Click the forgot password link on the My Alectra login page, and enter the username you received in Step 1 above. 
• You will receive an email from NoReply@AlectraUtilities.com with instructions for how to reset your password. 

Using your username and new password, log in to the My Alectra portal. 

Why didn’t I receive the email to recover my username or password? 

• Forgot Username: Ensure you enter the email address associated with your online profile. If you’re on paperless billing, this is the email address to which your ebill notices are sent. 
• Forgot Password: Ensure you enter your correct username. The email will be sent to the email address associated with your online profile. 
• It may take up to one hour to receive the forgot username email or reset password link. 
• Be sure to add NoReply@AlectraUtilities.com to your safe senders list, and check your spam/junk folders. 

I received my username and reset my password. Why am I still unable to log in? 

For security reasons, we may have temporarily locked your account. Please try logging in again after 20 minutes. 

Still having trouble? Please contact us, we’re happy to help you.

To recover your username:

1. Click the forgot username link on the My Alectra login page.
2. Enter the email address associated with your online profile. If you’re on paperless billing, this is the email address to which your ebill notices are sent.
3. Click the “Continue” button.
4. You will receive an email from NoReply@AlectraUtilities.com with instructions for how to recover your username.
5. Click the blue “click here” link in the email to return to the My Alectra login page.

Please be patient, there may be a delay in receiving the forgot username email. Be sure to add NoReply@AlectraUtilities.com to your safe senders list, and check your spam/junk folders.

Note: If you enter an email address that is not associated with your online profile, you will not receive the forgot username email.

You will need your correct username to reset your password. First, use the forgot username link on the My Alectra login page to recover your username before resetting your password.

To reset your password:

1. Click the forgot password link on the My Alectra login page.
2. Enter the username associated with your online profile, or the username that you received by email after completing the “Forgot Username” process.
3. Click the “Continue” button.
4. You will receive an email from NoReply@AlectraUtilities.com with instructions for how to reset your password. The email will be sent to the email address associated with your online profile. If you’re on paperless billing, this is the email address to which your ebill notices are sent.
5. Open the email and click on the blue “click here” link. This will take you to the password reset page.
6. Enter a new password. It must be different from your old password by at least one number or special character.
7. Follow all the password requirements indicated on the page.
8. Select “I agree to the Terms of Use”.
9. You will see a green checkmark stating “Success!” when your password has been changed successfully.
10. Click on the green “Log In” button to return to the My Alectra login page.
11. On the My Alectra login page, enter your username and new password.
12. If you would like the login form to be pre-filled for future logins, select the “Remember Me” checkbox (this is optional).

Please be patient, there may be a delay in receiving the reset password email. Be sure to add NoReply@AlectraUtilities.com to your safe senders list, and check your spam/junk folders.

If the email address associated with your online account is no longer valid or accessible, please contact us at 1-833-253-2872 during regular business hours, Monday to Friday, 8:30 a.m. to 4:30 p.m. An Alectra Utilities customer service representative will remove your existing online profile. Please allow 48 hours for your existing online profile to be removed from our system. After 48 hours, you’ll be able to sign up for a new My Alectra online profile using your new email address and by creating a new password.

If you are registered for paperless billing, you will continue to receive monthly ebill notices by email as usual. 

Note that your ebill notices will come from a new email address, NoReply@AlectraUtilities.com. Please add this email address to your safe senders list to ensure you continue to receive your monthly ebill notices.

If the business email address associated with your online account is no longer valid or accessible, please contact us at 1-833-253-2872 during regular business hours, Monday to Friday, 8:30 a.m. to 4:30 p.m. An Alectra Utilities customer service representative will remove your existing online profile. Please allow 48 hours for your existing online profile to be removed from our system. After 48 hours, you’ll be able to sign up for a new My Alectra online profile using your new business email address and create a new password.

Alectra Utilities customers who did not have a My Account profile can register for My Alectra using the following information: 

1. Your account number 
2. Your name as it appears on your bill 
3. The phone number associated with your account

Once you are registered for My Alectra, you will be able to view up to 26 months of your billing and usage data.

You can register for My Alectra using any phone number that is associated with your Alectra Utilities account. Please call 1-833-ALECTRA (1-833-253-2872) for assistance with adding phone numbers to your account. Once you are registered for My Alectra, you will be able to manage the phone numbers associated with your account in your online profile.

Be sure to add NoReply@AlectraUtilities.com to your safe senders list, and check your spam/junk folders. Please be patient, there may be a delay in receiving the confirmation email. If you cannot find your confirmation email, contact us.

Log in to My Alectra and go to Account > My Alectra. Click the edit/pencil icon to change your username, password, primary email address, and preferred phone number. You can also add multiple phone numbers to your account.

When changing your email address, please update both your My Alectra profile and Notification Preferences to ensure all our messages get to you.

Log in to My Alectra and go to Account > Account Information. Click the kebab menu/three dots beside the account name, select Enrol in Paperless, and click the Enrol button. We will send you an email notice when your monthly bill is available for review.

Not registered for My Alectra? Select the checkbox beside paperless billing when you register for a My Alectra online profile.

Please contact us to investigate. You may have inadvertently unsubscribed from receiving emails from Alectra Utilities.

To unsubscribe from paperless billing emails, log in to My Alectra and go to Account > Account Information. Click the kebab menu/three dots beside the account name to change your bill preference.

To unsubscribe from emails about services or program information, click on the unsubscribe link at the bottom of the original email.

Log in to My Alectra and go to Billing > Pre-authorized Payments (PAP). Click the Enrol in PAP button, enter the required banking information, and agree to the terms and conditions. Click the Enrol button to complete the enrolment procedure.

Your enrolment will take effect on your next Alectra Utilities bill.

Please pay any current charges and/or arrears by the due date to avoid late payment charges.

Log in to My Alectra and go to Account > Guest User. Click on Invite a Guest User and complete the form.

Residential accounts can add two guest users; business accounts can add up to five guest users. Guests can only view your account and the associated data, they cannot edit it.

When a guest user is invited to your account, you can set an expiry date. You can also revoke the access at any time.

Residential and small business customers who are unable to pay their current or past due bills may be eligible to make a payment arrangement with Alectra Utilities.

This is an agreement that allows you to make equal monthly payments towards your current account balance. Your monthly payments will include both the installment amount and the current charges of your monthly bill.

Who can apply online?

• Residential and small business customers with total electricity or water charges less than $1,000
• Residential and small business customers with no prior payment arrangement within the last 24 months
• Residential low-income customers with no prior payment arrangement and no disconnection within the last 12 months

Apply online:

1. Check your eligibility:
   1. Select whether you have a Personal or Business account.
   2. Enter your name as it appears on your bill; your account number; and the phone number associated with your account.
   3. Click the Next button.
2. Click the Next button to accept the payment arrangement details.
3. Check the box beside “I agree to the Terms of Use” and click on the Enrol button.
4. Your Payment Arrangement Details Summary will be displayed. Click OK.

Log in to My Alectra to apply:

1. Go to Billing > Payment Arrangement to check your eligibility.
2. If eligible, click the Request Payment Arrangement button.
3. Click the Next button to accept the payment arrangement details.
4. Check the box beside “I agree to the Terms of Use” and click the Enrol button.
5. Your Payment Arrangement Details Summary will be displayed. Click OK.

Once enrolled, you will receive an email confirmation followed by written notice advising of the terms of the Payment Arrangement, including your monthly installment amount.

Visit our Payment Assistance page for more information about our flexible payment arrangements and other support programs.

Don’t be alarmed if your next bill doesn’t show your new rate option. We will do our best to process the change for the beginning of your next billing period. This means your rate will change within 30 days and all electricity used after this date will be charged at the new rate. You will see this on the following month’s bill.

Time-of-Use Pricing 
With Time-of-Use Pricing (TOU), the price depends on the time of day and day of the week you use electricity. There are three TOU price periods: On-peak, when demand for electricity is generally higher; Mid-peak, when demand for electricity is moderate; and Off-peak, when demand for electricity is generally lower.

TOU price periods change twice a year in summer (May 1 to October 31) and in winter (November 1 to April 30). The electricity you use from 7 p.m. to 7 a.m. every day, and all day on weekends and holidays, is the lowest TOU price all year round. With TOU pricing, you can help manage your electricity costs by shifting your usage to lower price periods when possible.

Tiered Pricing 
With Tiered Pricing, you can use a certain amount of electricity each month at a lower price. Once that limit (threshold) is exceeded, a higher price applies.

• The monthly Tier threshold for residential customers changes twice a year: 600 kWh during the summer period (May 1 to October 31); 1,000 kWh during the winter period (November 1 to April 30).
• The monthly Tier threshold for small business customers is 750 kWh all year round.

Tiered prices give you the flexibility to use electricity any time of day at the same price, although that price will change if you exceed the threshold during the month.

Ultra-Low Overnight Pricing 
With Ultra-Low Overnight (ULO) prices, there are four price periods: On-peak, Mid-peak, Weekend Off-peak, and Ultra-Low Overnight. 

The ultra-low overnight period is between 11:00 p.m. to 7:00 a.m. every day, when demand for electricity is lowest on average, and there is a higher on-peak price for consumption between 4:00 p.m. to 9:00 p.m. on weekdays, when demand is usually higher.

The ULO price periods are the same all year round. With ULO pricing, you can help manage your electricity costs by shifting high usage activities, like electric vehicle charging, to lower price periods when possible.

Time-of-Use, Tiered, and Ultra-Low Overnight prices are set by the Ontario Energy Board once a year on November 1.

No, if you choose to stay on Time-of-Use Pricing, you don’t have to let us know. It’s our default pricing option. 

• You can let us know any time. After you submit a request, we will make every effort to apply your selection to your next electricity statement. If the current month's bill is already in process it will be applied on the following bill.
• More than one Rate Option Selection cannot be processed in one monthly billing cycle

No, you’re not locked into a price plan. You can switch between Time-of-Use, Tiered, or Ultra-Low Overnight Pricing at any time. However, more than one rate option selection cannot be processed in one monthly billing cycle.

No, if you have signed a contract with an energy retailer for your electricity supply, you have agreed to purchase electricity at a fixed price for a set period of time. If you return to the Regulated Price Plan when your contract ends, you will have the option to switch your rate.

If you are a new customer, your default rate plan will be Time-of-Use unless you select Tiered or Ultra-Low Overnight Pricing when you tell us you’re moving. Use our online form to let us know you’re moving and your rate option selection.

A landlord or property manager with an existing Landlord Transfer Agreement can choose Time-of-Use, Tiered, or Ultra-Low Overnight Pricing when a tenant moves out and the landlord assumes responsibility for the electricity account. Click here to access the Landlord Agreement & Rate Option form.

In April 2023, the Ontario Energy Board (OEB) announced a new electricity price plan, Ultra-Low Overnight (ULO), which offers more choice to residential and small business customers. The OEB provided a phased-in approach to offering the ULO price plan from May 1, 2023 to November 1, 2023 to allow electricity utilities time to implement the new plan. All Ontario utilities must offer ULO to their customers by November 1, 2023. Alectra Utilities is meeting our regulatory obligations by offering ULO to our customers in Fall 2023. 

The ULO price plan, offered in addition to the Time-of-Use (TOU) and Tiered price plans, has four price periods: On-peak, Mid-peak, Weekend Off-peak, and Ultra-Low Overnight.

The ultra-low overnight period is between 11:00 p.m. to 7:00 a.m. every day, when demand for electricity is lowest on average, and there is a higher on-peak price for consumption between 4:00 p.m. to 9:00 p.m. on weekdays, when demand is usually higher.

The ULO price periods are the same all year round. With ULO pricing, you can help manage your electricity costs by shifting high usage activities, like electric vehicle charging, to lower price periods when possible.