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1. Where can I find my Customer and Account number on my Nelson Hydro bill?

You can find your Customer and Account number on the top right corner of your hydro bill.  The “Account Number” is the first 8 digits and the “Customer Number” is the 6 digits after the dash. 

 

2. Will I still get a paper copy of my hydro bill when I sign up for account access through the online portal?

When you first register for the online portal, the account number you use will be your primary account and will automatically be set to “paperless” billing. If you have multiple accounts, registering your primary account will not change the billing option for your secondary accounts. 

You will need to use the Manage Account ¹ screen to change paper or paperless billing options ² for all your accounts.

 

 

 

 

 

 

 

 

 

 

 

 

3. I have multiple accounts. How do I make them all paperless billing?

You can use the Manage Account screen¹ to change paper or paperless billing options² for all your accounts.

4. Can I pay my hydro bill without registering for or logging into my online account?

Yes, you can pay your bill using “Pay My Bill” ¹ or “Pay Now” ² links on the homepage of the Hydro portal. You do not need to register your account or sign in to pay your hydro bill. After you select Pay My Bill you will be required to enter your Customer ³ and Account ⁴ numbers which you can find on the top right-hand side of your hydro bill. You will then be directed to a secure payment website to finish the payment process. 

 

 

 

 

 

 

 

5. Why can’t I see or download all of my hydro bills?

You will only be able to view hydro E-bills for your online registered accounts that have the “paperless” billing option selected. Bills that are created and sent as “paper” bills, either before or after registering the account, will not be available for viewing, downloading or printing on the online portal. On the Billing ¹ screen, if a “paperless” bill is available for download, there will be a download link in the eBill column ². 

 

 

 

 

 

 

 

 

6. I am on a Pre-Authorized Payment Plan with Nelson Hydro. Will signing up for online account access affect my payment plan?

No, signing up for hydroportal.nelson.ca will not change any of your current payment plans. If you are set up for Pre-Authorized Payments you can see what type of plan you are on as well as your next payment amount and draw date on the Transactions ¹ screen. This information is presented in the blue box ² located above the transaction records. If you would like to change your payment options please contact a Nelson Hydro Customer Service Representative.

7. Why am I having trouble viewing hydroportal.nelson.ca website?

Quite often website problems are due to unsupported or older web browsers. If you have trouble viewing a webpage, or the webpage doesn’t present information properly, please try using a different web browser. We suggest trying the latest version of one of these: Microsoft Edge, Mozilla Firefox or Google Chrome. 

 If you have any further questions or concerns, please give our Customer Service Representatives a call at 250-352-8206 and we will be happy to assist you.