Find answers to common questions about payments and accounts.
How do I find my account number?
Your account number can be found on your bill, contract, or online account portal. It typically starts with a letter followed by numbers (e.g., A-5C7B9988).
What payment methods are accepted?
We accept Visa, Mastercard, and American Express. You can also use Apple Pay, Google Pay, or BPAY.
Is my payment secure?
Yes. All payments are processed with 256-bit SSL encryption. We are PCI DSS compliant and use 3D Secure authentication for additional security.
Why was my transaction declined?
Transactions may be declined due to insufficient funds, incorrect card details, or security flags from your bank. Contact your financial institution for more information.
How long does a payment take to process?
Card payments are usually processed instantly. BPAY payments may take 1-2 business days to reflect on your account.
What is 3D Secure verification?
3D Secure is an additional security layer that verifies your identity through a one-time code sent via SMS or email. This helps prevent unauthorized card use.
Can I get a refund?
Refunds are handled by your energy provider. Please contact customer service for refund requests.