Account and user management frequently asked questions

There are three types of account holder status that can appear on your account(s):

• Primary: The person or company legally and financially responsible for the account
• Secondary: Someone granted full account access by the primary account holder
• Third-party user: An external contact invited to access electricity usage data

Both primary and secondary account holders can send invitations for third-party access and remove third-party access online.

If you’re a primary or secondary account holder, you’re able to log in to or register for our self-serve portal. Once you log in, you can also visit the Accounts page to check account holder status for each account.

If you need further assistance checking your account holder status, please contact us.

To switch between accounts, use the account selector in the top-right corner of the portal.

In the self-serve portal, you can manage multiple accounts from one online profile. To add another account to your profile, call us at 416-542-8000 (press 6).

Third party access allows a primary or secondary account holder to give someone — such as an energy consultant — permission to access their electricity usage data online.

Learn more about what's included in third-party access

If you invite someone who is already a primary or secondary account holder, they can accept the invitation and keep their existing access. They’ll also gain third-party access, so they’ll have both types of access at the same time.

This means they can continue to access account information, including payment and billing information and notification settings, in addition to electricity data. They can do this through the self-serve portal or by contacting our call centre.

Need to make changes?

• To remove someone as a secondary account holder, call us at 416-542-8000 (press 6)
• To remove third-party access, go to the View Users page in our portal

To invite a third party, send an invitation through the self-serve portal by following the step-by-step instructions.

You can cancel a third-party invitation within seven days of when it was sent. Once cancelled, the third party cannot accept the invitation or access your usage data.

To cancel an invitation, go to the Manage Third Party Invitations page in our self-serve portal. In the Pending Invitations column, find the invitation you want to cancel and select the Cancel button.

Note: Once the third party accepts or declines the invitation (or it expires), you can no longer cancel. However, you can remove the third-party user and/or reinvite them.

You can remove a third‑party user after they’ve accepted your invitation. To remove them, follow these steps:

1. On the Account Summary page, select Manage Other Authorized Users.
    

   

2. From the View Users page, locate the third‑party user you want to remove and select Remove in the Manage User column.

   

If the third-party user has access to multiple accounts, you must remove them from each account individually. Use the account selector in the top-right corner of the portal to switch between accounts and remove their access one at a time.

Once removed, the third-party user immediately loses third-party access to your account. They’ll also receive an email notification confirming who removed their access and which account they were removed from.

Note: If the third-party user you removed is also an existing primary or secondary account holder, they will retain their existing access — including access to payment and billing information and notification settings.

If your invitation expires, you’ll need to send the third party a new one. You’ll receive an email notification once an invitation expires.

Invitations expire seven days from when they were sent.

You can manage third-party users and view other authorized users from the View Users page in our self‑serve portal. There, you’ll find a table listing authorized users for the account selected in the top-right corner. From this table, you can remove third‑party users.

Note: If you have multiple accounts, use the account selector in the top-right corner of the page to switch between them and view the users associated with each account.

This can happen if you send a third-party invitation to someone who is already a primary or secondary account holder. The invitee is a secondary using one email address and a third-party using the email address you used in the invitation.

After they accepted the invitation, they have both secondary and third-party access to your account(s). This means they can view billing and payment information, as well as electricity usage data.

You can remove their third-party access at any time from the View Users page in our portal.

To remove their secondary access, please contact us at 416-542-8000 (press 6).

If you invite someone who is already a primary or secondary account holder, accepting the third-party invitation does not change their existing access. They will continue to have primary or secondary account access, which includes billing and payment information, in addition to electricity usage data.

To remove their secondary access, please contact us at 416-542-8000 (press 6).