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eBills FAQ

How do I sign up for eBills?

You can sign up directly on our Web site by clicking here or at your participating financial institution's online banking Web site offering epost electronic document delivery service. To sign up, you will need your latest Toronto Hydro bill. Please note: You must already be signed up for PC banking in order to access your Toronto Hydro eBills through your financial institution.

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Can I sign up for eBills on my financial institution's Web site?

You can sign up for eBills through online banking Web sites that offer epost electronic document delivery service. Just add Toronto Hydro to your list of online epost billers. Current epost participants are: RBC Royal Bank, CIBC, TD Canada Trust, National Bank of Canada, Laurentian Bank, Scotiabank, BMO and Mouvement des caisses Desjardins.

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What is epost?

epost is Canada Post's free electronic bill presentment service, which helps you to manage your bills and other financial documents, safely and securely, online. Visit epost for more information.

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When can I expect to receive my first eBill?

Once you have activated your eBills account, you will receive your very next bill electronically.

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How will I know that I have a new eBill?

If you sign up for eBills on Toronto Hydro-Electric System Limited's Web site, we will notify you that your eBill is ready to view by sending an e-mail to the address you provided. If you activate your eBills account on your online banking Web site offering epost electronic document delivery service, then your bank may send you an e-mail notification – the policy will vary depending on the bank. If you are concerned about missing a payment, consider taking advantage of our convenient Pre-Authorized Payment Plan.

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Can you send notification of a pending eBill to two different e-mail addresses?

Currently, Toronto Hydro-Electric System Limited can only send an eBill notification to the e-mail address you provided to us when you first signed up. You can forward this notification to other e-mail addresses if you wish.

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How do I view my eBills?

After you have activated your account, simply log in with your User Name and Password to view your Toronto Hydro-Electric System Limited eBills online. You can view a summary of your bill, and link to the full details of your bill, as well as the back of your bill. You can also review your previous bills, and access all the information that is mailed with our paper bills.

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What will my eBills look like?

You can view your eBills in two formats:


Bill Summary

provides important bill information at a glance, including your account number, bill date, due date and total amount due.



Detailed Bill

provides all the information that is found on a Toronto Hydro-Electric System Limited paper bill, in PDF format.

View the detailed bill formats for Regulated Price Plan
Tiered Pricing and Regulated Price Plan Time-of-Use Pricing


Can I see my outstanding account balance online?

Yes, you can check any outstanding amounts on your Toronto Hydro-Electric System Limited account by viewing your current Detailed Bill. For more information, click here.

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Why can't I view my Detailed Bill?

To ensure you have access to your eBills, you must have a Web browser that supports 128-bit encryption. As well, you must enable cookies. Detailed Bills are presented in PDF format. To read PDF documents, you will need to download the free Adobe Acrobat Reader.

Note: If you have Adode Acrobat Reader installed and are still having trouble viewing your bill we recommend you clear your browsers cache, close your browser and try to view your bill again.

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Why does it take a long time to view my Detailed Bills?

If you have successfully logged in to your eBills account, it may take several minutes to view your Detailed Bills for the first time. This may be caused by several factors:

  • Your eBills account information is protected with 128-bit encryption, the most secure method available to ensure your privacy online. However, this can slow the speed at which pages are loaded and displayed in your browser, because the information is first encrypted - i.e. turned into unintelligible data - and then decrypted so that you can access it. Tests by the eBills team show that Netscape 4.x takes longer to load Detailed Bills and other encrypted pages than Internet Explorer 5.x and Netscape 6.x - users may want to download a newer browser version.
  • The type of Internet connection you use to access the Toronto Hydro-Electric System Limited Web site, and the time and day when you visit the site, can also affect the speed at which pages load. You may find performance improves if you log in to eBills during non-peak periods: after regular business hours and on weekends.

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How many of my previous bills can I view and print using eBills?

You can access your current and previous bills (up to two years) online, 24 hours a day, 7 days a week

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How do I save a copy of my Detailed Bill to my computer?

To save a copy of your Detailed Bills to your computer:

  1. Click View My eBills in the left-hand menu to view a listing of available bills.
  2. For the bill date you wish to save, click View Details under the Detailed Bill column.
  3. A File Download box will appear giving you the option to Save your bill. Click on the Save button. You can then name the file, and save it to your computer.
  4. You will receive a copy of your bill in PDF format. (Note: To read PDF documents, you will need to download the free Adobe Acrobat Reader.)

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How do I print my Detailed Bill? Can I print it in black and white?

To print your Detailed Bill, click printer icon printer in the top menu bar. You can print your Detailed Bill in black and white; simply choose the printer settings that suit you best. Please note that these documents require legal size paper.

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I received an e-mail stating that my bill is ready for viewing, but when I go to the Web site the most current bill is not available. What should I do?

Although it is rare, there can be a delay between the e-mail reminder being sent and the bill actually being available for viewing. If you receive an email then discover your billing information has not been updated, check back in 24 hours. If the information has still not been updated after 24 hours, please contact us at 416.542.8000 to inform us of the problem.

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Do I have the option of having my bill e-mailed to me as a PDF?

Emailing your bill as a PDF file presents a security risk to you in that emails can be intercepted, as a result we do not offer this option.

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Why didn't I receive my e-mail notification? I know my e-mail address is correct.

There is a possibility that your ISP (Internet Service Provider) has mistaken our e-mail notification as junk mail and has failed to deliver it to you. Many Internet Service Providers (ISPs) are installing spam filters to help reduce the overwhelming amount of junk mail. Occasionally, legitimate emails are mistaken for junk mail and are blocked. Please contact us and verify your e-mail address. If it is correct we recommend you contact your ISP and ensure that Toronto Hydro is a valid emailer.

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Can I pay my eBills from the Toronto Hydro-Electric System Limited Web site?

Yes, you may pay your bill by registering through Telpay. Click here to learn more about Telpay or at your financial institution's Web site.

If you prefer, you can have your bill amount withdrawn automatically with Toronto Hydro-Electric System Limited's Pre-Authorized Payment (PAP) Plan option. Click here to download a PAP registration form.

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I'm already a Pre-Authorized Payment Plan customer. Do I have to sign up for PAP again once I activate my eBills account?

No, your PAP status will not be affected by eBills. Your payments will continue to be automatically withdrawn from your account. The only change is that now, instead of receiving a paper bill in the mail, your bills will be available to view online.

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Can I pay my eBills using my credit card?

At this time, you cannot use a credit card on our site to pay your eBills online.

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Can I pay my eBills at my financial institution?

Your eBills cannot be printed and then used to make a payment at a financial institution. The absence of OCR (Optical Character Recognition) coding prevents the bank from processing your payment. Of course, your eBills can be paid online at your finanical institution's Web site. Or you can have your bill amount withdrawn automatically using Toronto Hydro-Electric System Limited's convenient Pre-Authorized Payment (PAP) Plan.

Click here to download a PAP registration form.

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I'm uncomfortable viewing and paying bills online. How safe is the eBills site?

Toronto Hydro-Electric System Limited is committed to ensuring the privacy of our customers' information. Upon initial enrollment, you will be required to enter your current Toronto Hydro-Electric System Limited account number in order to receive an eBills User Name and Password, and access to your account information. Toronto Hydro-Electric System Limited uses Secure Socket Layer (SSL) protocol with 128-bit encryption - the most secure method available to protect your account information. These measures help to ensure that only you have access to your eBills account.

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Why do I have to enable cookies in my Web browser to log in to eBills?

A cookie is a small text file that contains a unique identification number, which can be used to identify your browser, but not you. So, when you log in to eBills, your cookie ensures that your User Name and Password are tied to your browser, and you are authorized to view your eBills account. We do not use cookies to identify you personally in any way. For more information, see our Privacy Policy.

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If I sign up for eBills, will you use my e-mail address for marketing purposes?

No. When you register for eBills on Toronto Hydro-Electric System Limited's Web site, your e-mail address will only be used to send you information about your eBills account. We will not send you other e-mail without your permission, nor will we make your e-mail address available to any other company. For more information, see our Privacy Policy.

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What if I think my eBill is wrong?

If you have any questions or concerns about your bill, please contact our Customer Care department during normal business hours, 8:00 a.m. to 4:30 p.m., Monday through Friday (excluding statutory holidays) at 416.542.8000 or Contact Us.

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If I move to a different property within your billing area, am I required to register again?

Yes, for your security we require that you sign up for each account separately. However, when you move, you will still have access to your old account information.

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I forgot my Security Question/Answer. What should I do?

To retrieve your Security Question and Security Answer:

  1. If you are not logged in to your eBills account, login using your User Name and Password.
  2. Click Change My Profile in the left-hand menu.
  3. Your current Security Question and Answer will be shown. You can then change this information if you wish.

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I think I may have entered an incorrect e-mail address - what should I do?

If you enter an incorrect e-mail address when signing up for eBills on the Toronto Hydro-Electric System Limited Web site, you will not be able to receive a confirmation of your eBills activation, or notification when you have a new eBill. However, you will still be responsible for ensuring your Toronto Hydro-Electric System Limited account is paid on time. You can correct your e-mail account by clicking the Change My Profile link in the left-hand menu and following the instructions.

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I am changing my e-mail address. Do I need to notify you?

Yes, advising us of any changes to the original information you provided, including a change to your e-mail address, will ensure that we can continue to contact you about your eBills. To let us know about your new e-mail address, please click the Change My eBills Profile link in the left-hand menu and follow the instructions.

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My name is incorrect on my bill. If I enter the correct spelling on my activation form, will it be corrected on future eBills?

For your own security, we cannot alter any information on your bill without your consent. Contact our Customer Care department during normal business hours, 8:00 a.m. to 4:30 p.m., Monday through Friday (excluding statutory holidays) at 416.542.8000 or Contact Us.

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How do I cancel my eBills service?

To cancel your eBills service, click the Cancel My eBills link in the left-hand menu and follow the instructions. Remember that, if you have also signed up for eBills service at your financial institution's Web site, you will have to cancel this service as well to resume receiving your paper bill in the mail.

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I am having trouble viewing my eBills at my bank's Web site. What should I do?

According to epost, here are the requirements for accessing your eBills at your online banking Web site:

  • 128-bit encryption
  • cookies should be enabled
  • ActiveX controls and plug-ins should be enabled
  • Run ActiveX controls and plug-ins must also be supported

As well, Internet Explorer 6.0 and Netscape 6.1 are not fully supported. However, here is a procedure to try if you are using Internet Explorer 6.0:

You must enable session cookies in Internet Explorer 6.0 to view your Toronto Hydro eBills. To enable session cookies:

  1. Click Tools in the menu bar at the top of the browser, and then click Internet Options.
  2. Select the Privacy tab.
  3. Click the Edit button under the Web Sites section. You will be in the "Per Site Privacy Actions'" window.
  4. Type in the URL for Toronto Hydro's eBills site: https://www.torontohydro.com/electricsystem//ebills_main
  5. Click the Allow button
  6. Click the OK button. Click the OK button again.
  7. Then log on to your Internet bank and try to view your Toronto Hydro eBill via epost.

Please note that these are general guidelines; requirements for your specific bank may vary.

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Where can I get more help?

Please contact our Customer Care department during normal business hours, 8:00 a.m. to 4:30 p.m., Monday through Friday (excluding statutory holidays) at 416.542.8000 or Contact Us 

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When I try to view my account details, I see a blank screen. How can I fix this?


Some web browers experience issues in trying to display pop up messages. Use this troubleshooting guide that will help you to view your ebill details.

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