Getting Started
Registration
Paying Online
Other Questions
Getting Started
Let's get started with answers to questions you might have about MyAccount.
What is MyAccount?
What are the advantages of online access?
Are there any charges for online access?
How secure is online access?
Can anyone sign up for online access?
Do I need special hardware or software to use MyAccount?
Can I use AOL to access my account online?
I'm not using Windows on my computer. Can I still use MyAccount?
Can I sign up for MyAccount using my WebTV?
Q: What is MyAccount?
A: MyAccount is MXenergy's name for our electronic bill presentment and payment service. With MyAccount and online access to your account, you can get and pay your MXenergy bills online, either at the mxenergy.com web site or a consolidator's site, like your bank. If you sign up for online payment, you can also choose electronic billing. We will no longer receive a paper bill, instead we will send you electronic notification that your bill is ready with a link that takes you to MyAccount. You view and then pay your bill online through an electronic transfer of funds from your checking account. If you sign up for electronic billing, you must pay online since you will no longer have a payment stub to send with your check. You can also make some changes to your account information through MyAccount.
Q: What are the advantages of online access?
A:
Paying your bill electronically is safe, convenient, and economical. You eliminate the need for checks, stamps, and envelopes. You can view and pay your bill online anywhere, anytime. MXenergy also allows you to access historical information about your account, including the last twelve bills, eliminating the need for you to file and store your past bills. If you need to have paper copies of your statements, you can print them from the web site.
Q: Are there any charges for online access?
A: There are no charges for electronic billing or online payment at mxenergy.com. (Since many financial institutions charge fees for online payment, you may be charged if you do not pay from our web site.)
Q: How secure is online access?
A:
While nothing is 100% secure, we have taken a number of steps to make sure your personal information remains private. Some of our actions are obvious, like using SSL (Secured Socket Layer) encryption online. We've taken other steps behind the scenes to make sure what should be private remains private. Naturally, we won't give you any details about them. We also have a strict privacy policy that is rigorously enforced.
Q: Can anyone sign up for online access?
A:
Almost any customer of MXenergy's natural gas service in Georgia with an active residential or commercial account is eligible for one log in to MyAccount. Customers receiving summary bills and large commercial/industrial customers are not eligible.
Q: Do I need special hardware or software to use MyAccount?
A:
No. All you need is Internet access and your browser. You will need 128-bit encryption to access your bill. Most Internet browsers contain several levels of encryption. (Make sure that your Internet Explorer or Netscape browser has a revision number of 4.1 or greater to confirm that you have 128-bit encryption.)
To determine your encryption level for Microsoft Internet Explorer:
Go to Help
Click on About Internet Explorer
Encryption level should appear next to Cipher Strength.
For Netscape Navigator:
Go to Security
Click on Navigator
Make sure "Enable SSL v2" is checked
Make sure "Enable SSL v3" is checked
If you do not have 128-bit encryption, please upgrade your browser.
Registration
Thanks for your interest in MyAccount. This page should answer the most common questions about online access to your MXenergy natural gas account. Other pages will describe how to register for MyAccount and how to make an online payment.
Can anyone sign up for online access?
Do I need special hardware or software to use MyAccount?
Can I use AOL to access my account online?
I'm not using Windows on my computer. Can I still use MyAccount?
Can I sign up for MyAccount using my WebTV?
How do I sign up for MXenergy's MyAccount?
How long will it take for my bill to appear online?
How long will it take for me to stop getting paper bills?
Why can't I get an electronic bill and a paper bill?
Can I enroll more than one MXenergy account under a single user name?
Can I cancel online access to one or more accounts?
How do I update my email address and other account information?
Can I store or view paid electronic bills?
Is my billing and payment information protected?
What are the password requirements?
Oops, I forgot my password. Can I access MyAccount?
I have changed Internet Service Provider. Do I need to give you a new email address?
Q: Can anyone sign up for online access?
A: Almost any customer of MXenergy’s natural gas service in Georgia with an active residential or commercial account is eligible for one log in to MyAccount. Customers receiving summary bills and large commercial/industrial customers are not eligible.
Q: Do I need special hardware or software to use MyAccount?
A: No. All you need is Internet access and your browser. You will need 128-bit encryption to access your bill. Most Internet browsers contain several levels of encryption. (Make sure that your Internet Explorer or Netscape browser has a revision number of 4.1 or greater to confirm that you have 128-bit encryption.)
To determine your encryption level for Microsoft Internet Explorer:
Go to Help
Click on About Internet Explorer
Encryption level should appear next to Cipher Strength.
For Netscape Navigator:
Go to Security
Click on Navigator
Make sure "Enable SSL v2" is checked
Make sure "Enable SSL v3" is checked
If you do not have 128-bit encryption, please upgrade your browser.
Q: Can I use AOL to access my account online?
A:
Yes, as long as you are not using a very old version of America Online. If the browser in your version of AOL is 6 or better you should have no trouble.
Q: I'm not using Windows on my computer. Can I still use MyAccount?
A:
In most cases, the answer is yes. Recent versions of browsers for the Macintosh Operating System will work fine. The web site has also been tested using Linux. You still need 128-bit encryption and a modern browser to ensure compatibility.
Q: Can I sign up for MyAccount using my WebTV?
A:
No. WebTV does not support 128-bit encryption at this time.
Q: How do I sign up for MXenergy's MyAccount?
A: It's easy. From any page in the Georgia section of the web site, select MyAccount from the left hand navigation list. On the new page, click on "Set Up Access" to go to the enrollment page. There you will be asked to provide identifying information, including a last name or company name, MXenergy customer number, telephone number, and social security or federal tax ID number. (Please gather this information on hand before you begin.) If the information submitted matches the information we have on file for that account, you can set up a login ID and password to use on the site. (This login and password applies to MyAccount only.) We'll ask you to agree to our user terms of service and then you are done.
Q: How long will it take for my bill to appear online?
A:
Most of the time you can see your last bill immediately. Sometimes, depending on where you are in the billing cycle, you will not see a current bill until the next one is issued. Please allow twenty four hours or one business day for your online access to be activated. After that you will be able to see the current status of your account, including your current balance. If this is a new account and you have not yet been billed, there will be no current status until your first bill.
Q: How long will it take for me to stop getting paper bills?
A: There is no one answer that applies in all situations. If you sign up for eBill, you should receive an email notification that your bill is ready instead of your next paper statement. However, this will not be true if you are within a few days of the time you normally receive your bill. You would then get one more paper bill. When your eBill is ready, you will receive an email notification.
Q: Why can't I get an electronic bill and a paper bill?
A: If you get two versions of the same bill, you may pay it twice. That can be inconvenient for both of us. You may select to get either an electronic or paper bill if you pay online. If you choose electronic billing, we request that you pay online. Why? Because paying an electronic bill with a check instead can create problems. There is no stub to be included with your payment. Unless you write your customer number on the check, we may not be able to post it to the correct account. (Believe it or not, we may have another customer with the same name.) There is no self-addressed envelope, so you'll have to write the check, address and stamp the envelope, and put it in the mail. That defeats the purpose of online billing and payment -- customer convenience and savings.
Q: Can I enroll more than one MXenergy account under a single user name?
A: Yes. You can enter multiple accounts during your initial enrollment. If you are already enrolled and wish to add another account, simply click on "Add Account" and follow the instructions. You will need to go through the same authentication process as you did for your first account and you will need the same information: a last name or company name, MXenergy customer number, telephone number, and social security or federal tax ID number.
Q: Can I cancel online access to one or more accounts?
A:
Yes. Click on "Remove Account" and follow the instructions.
Q: How do I update my email address and other account information?
A:
Just click on "Edit Account" and you will be taken to a page where you can update your billing address (not service address) and telephone number. To update your email address, click on "Edit eProfile" and you can change the email address. You can also change your telephone number here and choose another security question. (When you refer to account, we mean your MXenergy natural gas account. To avoid confusion, we call your online access "account" your eProfile.)
Q: Can I store or view paid electronic bills?
A:
You will be able to see up to twelve past bills, whether they were delivered by mail or electronically.
Q: Is my billing and payment information protected?
A:
While nothing is 100% secure, we take the protection of your personal information seriously. The electronic bill presentment and payment portion of the site connects to a secure server and we use Secure Socket Layer technology and encryption to protect your information. We maintain a record of changes made to your natural gas account through the web site so that errors can be traced and corrected. See Our Privacy Statement for more information.
Q: What are the password requirements?
A: Your MXenergy password must contain six characters and at least one of each of the following character types:
Lowercase letters
Uppercase letters
Numbers
Do not use special characters such as <> " ' ; ( ) & + - You are responsible for remembering and keeping your password secure.
Q: Oops, I forgot my password. Can I access MyAccount?
A:
If you forget your password, click on "Forgot password." You will be asked for your user ID and your email address. Then you will be asked to verify against that you are the person responsible for this account by providing specific information about the account and yourself. Once you are verified, you will be logged in and we will send your password to your email address on file.
Q: I have changed Internet Service Provider. Do I need to give you a new email address?
A:
Yes! Your bill still be posted online each month, but without a valid email address, we cannot deliver a billing notice to you. You are still responsible for paying the bill so it is in your interest to keep the information in your profile current. If you forget your password, we will answer your response for a password re-set to the address on file. If you change ISP, you can change the email address in our records by clicking on "Edit eProfile."
Paying Online
When can I start paying my bills online?
How far in advance of the due date should I schedule my payments?
When is the money for the payment drawn from my bank account?
How long will it take for my payment to post?
How can I confirm that an electronic payment has been made?
Can I make payments from more than one bank account?
Can I change the bank account I use to make payments?
Can I pay my natural gas bill with a credit card?
What if I miss paying a bill?
Can I stop a payment after I have scheduled it?
Will paying online avoid a late fee? Stop a shut off?
Why doesn't my online balance change after I make a payment?
Who do I call if I have a question about my bill?
Q: When can I start paying my bills online?
A:
It usually takes at least one business day to process your bill payment application. You should be able to pay your next bill online. If your current bill is due within seven business days, we recommend that you pay it using your current method.
Q: How far in advance of the due date should I schedule my payments?
A:
We suggest that you schedule your payments at least four business days before the actual payment due date. That will allow enough time for the payment to be posted and deposited before the due date.
Q: When is the money for the payment drawn from my bank account?
A:
When the payment is sent electronically, the funds for the payment are debited from your account when your bank receives our request for payment. It is your responsibility to ensure that funds are available in your checking account when you make a payment.
Q: How long will it take for my payment to post?
A,
An electronic payment is not an instantaneous transfer of funds. It generally takes two to four days for your payment to be posted to our system. We ask that you allow four days just to be sure. When we receive your payment we will process it with all other electronic payments that evening. Your balance will change online the next day.
Q: How can I confirm that an electronic payment has been made?
A:
When you are in the Payment Center, you will be able to access a history of your online payments. Each payment will be represented as Scheduled, Paid, or Cancelled. After the payment date, you can check its status online. A "Scheduled" payment will then show as "Paid." Or, you could wait for your bank statement, which will list the transaction date and the payment amount.
Q: Can I make payments from more than one bank account?
A: Yes. Please follow the directions in the Payment Center for paying from more than one source.
Q: Can I change the bank account I use to make payments?
A:
Yes. Please follow the directions in the MyAccount section for changing your banking information.
Q: Can I pay my natural gas bill with a credit card?
A:
Yes, but only on a recurring basis. You will need to provide us with information for your Visa, MasterCard, or American Express credit card. We will then charge your bill to your account each month. We do not accept credit cards on a one-time only basis.
Q: What if I miss paying a bill?
A: If you don't schedule a bill payment, your bill will not be paid. That will result in a reminder phone call from us and a late payment fee could appear on your next statement.
Q: Can I stop a payment after I have scheduled it?
A:
In some cases you can cancel an online payment -- if you do so before it is scheduled for delivery. You will need to attempt that cancellation online in the payment section. If you stop payment through your bank, MXenergy will receive a check refusal from your bank. We will then assess a Non Sufficient Funds fee on your next MXenergy bill.
Q: Will paying online prevent a late fee? Help me avoid a shut-off?
A: An electronic payment is not an instantaneous transfer of funds. It generally takes two to four days for your payment to be posted to our system. We ask that you schedule payments at least four days in advance just to be sure. After your bank processes it, the transaction is sent to us. When we receive your payment we will process it with all other electronic payments that evening. You may check on the Payment Activity page of the Payment Center. If a payment is "Processed" it has been sent to us.
Because the payment is not instantaneously credited to your account, an online payment made at the last minute may not prevent a late fee, or a shut off for non-payment. If you have received a shut-off notice, please contact the Collections Department at the number on the notice immediately.
Q: Why doesn't my online balance change after I make a payment?
A:
The bill summary presented online does not represent the real-time status of your account. It is, as noted on the page, a summary of the last bill presented by MXenergy. Payments to your account will not be shown on the summary until the next bill is generated. You may track payments made through the Payment Center by checking Payment Activity. There you will see the status of your latest payment.
Q: Who do I call if I have a question about my bill?
A:
You will call the same people you would call now with a paper bill. Our customer care center can be reached at 877.677.4355.
Other Questions
Who do I call if I have connection problems?
I am experiencing technical problems using the service. Can you help me?
Why can't I change the name on this account online?
Can someone else change the information on my account without my knowledge?
Who do I call if I have connection problems?
There are two types of connection problems -- with your Internet service provider and with a site you are trying to visit. If your Internet problems are not limited to the ShellEnergy.com site, please contact your Internet Service Provider. If you can connect to other sites, but not to MXenergy, report the problem by calling 877.677.4355. Our technical service will respond by email as soon as possible.
I am experiencing technical problems using the service. Can you help me?
We will make every effort to assist you. However, we may not be able to resolve your problem immediately. We may also ask you to provide additional information, such as the browser you are using and release, the operating system and its release, and a screen snapshot of any errors received.
Why can't I change the name on this account online?
The natural gas market in Georgia won't work without cooperation between marketers and the distribution utility -- Atlanta Gas Light Company. For this reason we follow the rules AGLC has concerning account name changes. The name on the account can be changed due to death or divorce. But in most other cases, the account in one name would have to be closed and a new account opened in the other person's name. There is more information about how the market works in the Customer Handbook on the web site.
Can someone else change the information on my account without my knowledge?
If another person gets access to your log in ID and password, they could make changes to your account or even initiate a turn off order. That is why it is important that you protect your account information and your log in and password. That is also why we may on occasion ask you to change your password. |
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