Account and billing changes

• Why is my Enercare account changing?

  We are making changes to your billing experience to serve you better. Our updated billing platform will give you access to more features and allow you to manage all your billing and home services in one convenient place through My Account. Customers with only 10-digit account with Enercare can expect:

  • A new 12-digit Enercare account number
  • An updated bill design that is easier to understand
  • The same reliable service and customer care

  Customers with both 10-digit and 12-digit accounts with Enercare can expect:

  • Your 10-digit account will be moved and consolidated under your existing 12-digit account
  • After this change, only your 12‑digit account will remain active, and all your products and services will appear together under this account.
  • The same reliable service and customer care

  My Account is a self-serve portal that allows you to view and pay your bills, manage your billing preferences such as enrolling in pre-authorized payments, book and reschedule your service appointments and more. Learn how to set up My Account in this video. Note: If you are a Property Manager, please contact your Client Success Manager to get access to My Account.

• When can I expect the changes to my Enercare account?

  For customers with only 10-digit accounts: We will notify you of your new 12-digit Enercare account number by email or mail once your account has been moved to the new billing platform. Until you receive our communications, no action is required for now. With this change:

  • Your new 12-digit account number will be reflected on your bill, and will always be displayed on the top left of your bill.
  • Pre-authorized payments and/or paperless billing enrollments prior to August 3, 2026 will be automatically applied to your new account. For paperless billing, you’ll receive email notifications from [email protected] when your bill is ready, and you may need to set up My Account to view your bills online.
  • Set up your online banking with your new 12-digit account number.
  • Use your new 12-digit account number when contacting us or managing your account.

  For customers with both 10-digit and 12-digit accounts: We will notify you when your 10-digit Enercare account has been moved and consolidated into your existing 12-digit account. Until you receive our communications, no action is required for now. With this change:

  • Your consolidated bill may appear higher because charges from both accounts will now be billed together under your active 12-digit account number.
  • Any credit balance from your 10‑digit account will be transferred and applied to reduce your balance owing, where applicable. You may also see prorated charges if any of your billing periods were adjusted during the account update.
  • If your 12-digit account already has pre-authorized payments or paperless billing set up, those settings will remain unchanged. If it does not, we’ll automatically transfer any active billing preferences from your 10-digit account. For paperless billing, you’ll receive email notifications from [email protected] when your bill is ready.
  • You can access up to 24 months of billing history through My Account.

• Do I still have access to the Enercare Billing Portal?

  Yes, you will still be able to log into the Enercare Billing Portal to view or download your previous bill(s) for your 10-digit account. We recommend downloading and saving any past bills you may need as the Enercare Billing Portal may not be available in the future.

• I’m already registered for My Account. Do I need to re-register with my new 12-digit account number?

  No, there’s no need to re-register. You can continue to access My Account with your existing login information. The billing section in My Account will be updated to show the billing details of your new 12-digit account.
  
  For past bills for your 10-digit account number, please log into the Enercare Billing Portal.
  
  If you’re not registered for My Account, you can register with your new 12-digit Enercare account number to manage your home services all in one convenient place.
  
  Learn how to set up My Account in this video.

• I already have online banking set up. Do I need to update the payee details?

  Yes, you will need to set up Enercare Home Services (12 Digit Acct) as a payee in online banking with your new 12-digit Enercare account number for the payment to be applied to the right account.

Accessing & managing your bill

• How do I understand the charges on my bill?

  On the first page of your bill, you will see a summary of charges and credits, including payments made, adjustments, charges (previous balance and new charges), taxes, and any other associated fees with that bill.
  
  A breakdown of new charges/adjustments are shown on the following pages of your bill. The Current Bill Detail section displays the rental equipment you have with Enercare, any plans on the account, the service periods they were billed for, along with their monthly rates, and subtotals. Adjustment details will display any adjustments made on your account (credits or charges).

• Where can I view my bills online?

  To view or download copies of bills issued to your 10-digit account number, log into or register for the Enercare Billing Portal. We recommend downloading and saving any bills you may need as the Enercare Billing Portal will not be available in the future. Please contact us at 1-888-449-6291  if you need help with registering for the Enercare Billing Portal. For bills issued with a 12-digit account number, please log in to or register for My Account using your new 12-digit Enercare account number to view or download your bill(s). Learn how to set up My Account in this video.

• How do I pay my bills?

  There are four ways to pay your bill:

  1. Online: For one time or pre-authorized credit or debit card payments, visit myaccount.enercare.ca
  2. By Bank: Set up Enercare Home Services (12-digit acct.) as a payee in online banking
  3. By Phone: Credit card payment at 1-855-642-8607
  4. By Cheque: Mail payment with account number to Enercare Home Services, C/O T46600, PO Box 4660 STN A, Toronto ON M5W 0N7

  Note: For customers with only 10-digit accounts: If you have enrolled in pre-authorized payment with your 10-digit Enercare account number through the Enercare Billing Portal by August 3, 2026, your pre-authorized payment settings will be automatically applied to your new account. For customers with both 10-digit and 12-digit accounts:

  • If your 12-digit account already has pre-authorized payments or paperless billing set up, those settings will remain unchanged. If it does not, we’ll automatically transfer any active billing preferences from your 10-digit account enrolled by August 3, 2026.

• Do I need to set up paperless billing again?

  For customers with only 10-digit accounts:

  • No, enrollment in paperless billing as of August 3, 2026 will be automatically applied to your new account. When your bill is ready, you’ll receive email notifications from [email protected].

  For customers with both 10-digit and 12-digit accounts:

  • If your 12-digit account already has paperless billing set up, those settings will remain unchanged. If it does not, we’ll automatically transfer any active billing preferences from your 10-digit account enrolled by August 3, 2026.

  Note: While your bill preference is applied to your new or active 12-digit account, you may need to set up My Account to view your bills online. To set up paperless billing and save the monthly paper bill fee of $1.50, you can log in or register for My Account with your 12-digit Enercare account number. Learn how to set up paperless billing in this video.

• Do I need to set up pre-authorized payments again?

  For customers with only 10-digit accounts:

  • No, enrollment in pre-authorized payments as of August 3, 2026 will be automatically applied to your new account.

  For customers with both 10-digit and 12-digit accounts:

  • If your 12-digit account already has pre-authorized payments set up, those settings will remain unchanged. If it does not, we’ll automatically transfer any active billing preferences from your 10-digit account enrolled by August 3, 2026.

  To set up or manage pre-authorized credit or debit payments, you can log in or register for My Account with your 12-digit Enercare account number. Learn how to set up pre-authorized payments in this video.

Payments, fees & charges

• I made my payment to the old account. What can I do?

  Your payment will be accepted. However, there may be a delay with reflecting it to your new or active 12-digit account. Please ensure you update your online banking with your new 12-digit account number to avoid delays in the future.

• Why is my balance higher on my consolidated bill?

  Your bill may appear higher because charges from both accounts are now billed together under your active 12-digit account number. This may include prorated charges if any of your billing periods were adjusted during the account update.

• Why is there a carry-over balance and/or credit on my bill?

  Any balance owing or credit on your previous 10-digit account number is carried over and reflected on your new or active 12-digit account.

• Why is my previous payment missing?

  Your previous payment may not appear on the bill because it was issued before the payment was fully processed.
  
  For payments made through your bank or by mail, please allow 10 business days for your payment to be reflected on your account.

• Why is there proration on my bill?

  Proration means your bill reflects a change during the billing period. This happened because your rental rate was partially charged on the last bill on your 10-digit Enercare account number and the remainder for the billing period is charge on your 12-digit Enercare account number.
  
  Example of how proration would show up on your previous and next bill:
  
  

• What happens if my pre-authorized payment is unsuccessful?

  If a pre-authorized payment does not go through due to insufficient funds, a $25 NSF (non-sufficient funds) fee may be applied, and your pre-authorized payment enrollment may be cancelled. You’ll also receive an email notification informing you of the payment failure.

• How are late payment penalty calculated?

  A late payment penalty of 1.5% per month will apply to any unpaid balance as of your bill payment due date and will be added to your next bill.

• Why is there a paper bill fee?

  The paper bill fee covers the cost of printing and mailing bills each month. You can switch to paperless billing to save the paper bill fee of $1.50 each month. Learn how to set up paperless billing in this video.

• What is the paper bill fee?

  The paper bill fee is $1.50 each month. You can log in or register for My Account to opt into paperless billing to save this monthly fee. Learn how to set up paperless billing in this video. For customers with only 10-digit accounts:

  • Enrollment in paperless billing as of August 3, 2026 will be automatically applied to your new account. When your bill is ready, you’ll receive email notifications from [email protected].

  For customers with both 10-digit and 12-digit accounts:

  • If your 12-digit account already has paperless billing set up, those settings will remain unchanged. If it does not, we’ll automatically transfer any active billing preferences from your 10-digit account enrolled by August 3, 2026.

  When your bill is ready, you’ll receive email notifications from [email protected], and you may need to set up My Account to view your bills online.

• Why do I see a “Proactive Billing Transition Credit” on my bill?

  A small number of customers may notice a $0.01 difference between your monthly bill amount prior to the billing transition for the remainder of 2025.  To adjust for this, we have applied a one-time “Proactive Billing Transition Credit.”

• Why do my Enercare rental charges look different after moving to the new billing platform?

  Rest assured, there are no changes to your rental rates as a result of the move! We’ve updated how charges and discounts are shown to help you see the breakdown. Here’s what’s different:

  • Old billing platform:  For each piece of rental equipment, the net amount post any discounts was displayed.
  • New billing platform: For each piece of rental equipment, the rental charges and any discounts are now listed separately.

• How do I ensure the communication I receive from Enercare is legitimate?

  As part of the migration to direct billing:

  • • Emails: You will receive emails from Enercare [email protected].
    • My Account: When you access My Account (myaccount.enercare.ca) via a link from our e-mail communications or by scanning the QR code in our letter mail, you’ll be directed to our secure online portal. The link will automatically update to reflect our secure page. Here’s a visual of the page for your reference:

  

  • • Getting in touch: To help serve you better during the billing transition, you can contact the phone number listed in our communications: 1-888-449-6291.

  You can also check out our Protect Yourself page for tips to help keep yourself and your information safe, including how to verify if the communication you receive is legitimate.

• Why are Enercare emails going to my junk folder?

  Please add Enercare to your safe senders list. Emails from Enercare come from @enercare.ca, @e.enercare.ca, @info.enercare.ca, @billing.enercare.ca, @prepaiddigitalsolutions.com or @contractor-email.com addresses.