FAQs

March 13, 2023

I made a payment to Enercare, but it has not been reflected on my bill.

If you made payment through online banking or credit card to your Enercare account, it may take 5-10 business days for the payment to reflect in your Enercare account. Once the payment is reflected, you will see the payment indicated on your next Enercare bill. Payments made via cheque may take up to 10 business…

March 13, 2023

Can I correct the account information on my bill?

Yes, you can correct the account information on your bill by calling our Enercare customer service team for assistance. If you need assistance with this, please call 1-855-255-5451.

March 13, 2023

I created my Enercare account and signed up for pre-authorized payment. When can I expect my first PAP withdrawal?

If you have received your first bill from us and set up pre-authorized payment, you should allow a 30–60-day processing time before you can expect your first PAP withdrawal. A **Pre-Authorized Payment Notice** will appear on your bill when the withdrawals have been set-up. Continue to pay any outstanding balance using the options listed in…

March 13, 2023

I have received my first bill from Enercare, how do I know when it’s due?

Your Enercare bill due date appears on the top right-hand corner of your Enercare bill.

March 13, 2023

I am moving or have moved. Who should I contact?

For as long as you continue to receive your Enercare charges on the Enbridge Gas bill, you should advise Enbridge Gas when you move out. Once you begin to receive an Enercare bill, you will need to contact Enercare directly to provide your move information. You can provide this information online through your Enercare online…

March 13, 2023

Can Enercare start billing me now?

Unfortunately, at this time, we are not able to accommodate this request. We will communicate directly with you as we know more about when your billing will start on the Enercare bill.

March 13, 2023

I am past due with my Enercare charges from my Enbridge Gas bill & am currently with collections, will this transfer to you?

Any Enercare charges billed on the Enbridge Gas bill are payable to Enbridge Gas. Any collection activity will remain with Enbridge Gas and you should discuss with them directly. If you have received communications from us that you have been moved to Enercare billing and have received your first bill directly from us, you are…

March 13, 2023

I received a bill from both Enbridge Gas and Enercare, what happens now?

If you have always received an Enercare bill directly from Enercare, those charges will continue to be billed to you on the Enercare bill and your Enbridge Gas charges will continue to be billed by Enbridge Gas. If you have recently transitioned to Enercare Direct Billing and are yet to receive your first bill from…

March 13, 2023

I received communications that I’m being transitioned to Enercare Direct Billing. How do I set up preauthorized payments?

Setting up preauthorized payments or credit on your Enercare billing account is easy. First set up your account, by following the steps outlined in the email or letter we sent you. Once your account is set up, you can then easily set preauthorized payment based on the steps outlined on your account page. If you…