We are continuing to work on restoring all regular services to our customers following the recent cyber incident.
While meters continue to accurately record energy usage, we are not currently able to retrieve this information and apply it to your bill. To get billing back on schedule, so balances don't add up, we will provide an estimated bill for most customers.
For most customers, your energy usage after April 24th will be estimated based on your historical usage during the same time period in 2024. When we are able to retrieve your current energy usage data from your meter, your bill will be adjusted to reflect your actual usage.
We want to assure our customers of our continuing promise that they will never pay for power they do not use. We know that estimated energy bills are not the typical experience for our customers. We're here to work with you and encourage customers with concerns to call us at 1-800-428-6230 to discuss options.
While we continue to work on restoring systems, providing estimated bills will address concerns we’ve heard from customers about the pause in billing and the risk of getting a bill for a longer timeframe.
Any differences between estimated and actual usage will be addressed and accurately reflected in a future bill. There will continue to be no late charges, or penalties on any outstanding balances while bills are being estimated – including for customers who make the personal decision to wait for a bill based on actual usage before paying. We do recommend paying the estimated amount, or close to it, to help manage account balances.
Customers wanting to know if their bill was estimated can look here on their bill:
You may want to consider our Equal Billing program for a predictable monthly payment that is based on your annual electricity usage. You can also learn more by calling our Customer Care team at 1-800-428-6230.
We are continuing to restore all services impacted by the cyber incident as quickly as possible . We will notify customers when we have more information on how long bills will be estimated. We are sincerely sorry and appreciate your patience. Please don’t hesitate to reach out to Customer Care with any questions you may have.
The login experience looks different but the MyAccount dashboard remains the same. You can view your bills and make payments.
LOGIN TO MYACCOUNT
Our Equal Billing Plan can help you manage your budget by spreading the cost of your annual electricity use over 12 equal monthly payments.
LEARN MORE
You can change your MyAccount password by clicking the "Forgot or want to change your password?" link on the login page. We recommend updating your password to help keep your account safe.
How will you determine my bill amount?
For most customers, bills will be estimated. We will estimate the amount of energy used based on an average of the previous usage at the property during a similar time of year.
What happens if you estimate my bill higher or lower than it’s supposed to be?
When we are able to retrieve your current energy use from your meter, your bill and account will be adjusted to reflect your accurate usage. Customers will never pay for power they do not use.
If the estimate is based on last year, my bill won’t be accurate. I have installed a heat pump, bought an EV etc.
Estimates will be based on last year's same time period usage and that it may not reflect changes that have been made since then. When we are able to retrieve your current energy use from your meter, your bill and account will be adjusted to reflect your accurate usage. If you would like to discuss your bill, please call our customer care team at 1-800-428-6230.
Look at the top of your bill. There will be a note to confirm that your usage has been estimated for the billing period.
Are you charging late fees penalties?
There will continue to be no late charges, or penalties on any outstanding bill balances until further notice.
How long are you going to be estimating my bill?
Bills will be estimated until we are able to get current and accurate meter readings. We will continue to provide further updates as more information on timing becomes available.
How many days are included in my bill?
In most cases, estimated bills will be based on a similar ~60 day billing cycle that customers are used to seeing. There may be some exceptions. Please call Customer Care if you have any questions about your bill or payment options.
Why am I receiving another bill so soon? My bill normally comes every two months.
As we resume billing and get back on schedule, some customers could get bills within a shorter timeframe than the typical 60 days. Please know that there will continue to be no late charges, or penalties on any outstanding bill balances.
I’m on Equal billing. How does this affect me?
Customers on equal billing will continue to be billed their current monthly amount. The regular mid-year review of your account that we do to verify if your monthly equal billing payment is in line with your actual usage will be delayed.
I’m a Time-of-Day, Time-of-Use, or Critical Peak Pricing Customer. What does this mean for me?
Bills will be estimated based on your energy usage from the same time period in 2024.
How do I sign up for Equal Billing?
It’s easy to sign up for equal billing. Simply call our customer care team at 1-800-428-6230.
Can I switch to paperless or create a new MyAccount?
We’re not currently able to sign up new users in MyAccount. We appreciate your patience as we work to restore all services following the cyber incident.
How can I pay my bill securely?
We recommend paying your bill through MyAccount or through your bank's website by setting Nova Scotia Power up as a payee.
Did you get my payment? My payment isn’t appearing on MyAccount.
If you have recently made a bill payment through your bank, please know that your payment was processed by your banking provider. There is a delay in the payment being applied to your account and displaying on your MyAccount dashboard. We apologize for any worry this may cause. You are not required to make an additional payment. We are working to update our systems as quickly as possible.
Why has my pre-authorization payment not been taken from my bank account?
We were unable to process some pre-authorized payment on schedule. We understand this may have caused you concern and we sincerely apologize. We want to assure you that there are no late fees associated with this incident.
Will my future automated payments be processed on time?
Yes. All payments moving forward will process as expected.
Will my unprocessed pre-authorized payment appear on my next bill?
The missed amount will appear on your next bill. If you are on a budget plan, the unpaid amount will be factored into future calculations. You may make an additional payment, but this is not required. Please know that there are no late fees associated with this delay.
Can I cancel my pre-authorized debit arrangement?
Yes. If you wish to cancel or modify your payment method, please contact customer care.
Should I trust Nova Scotia Power with my bank account information on payments?
We are working hard to continue strengthening the security of our systems by implementing additional safeguards to help prevent similar incidents in the future. There are numerous options to pay your Nova Scotia Power bill including through your bank via online banking.
MyAccount looks different! Should I trust my online MyAccount?
Yes, you can trust MyAccount. While the login experience looks different, the dashboard remains the same. MyAccount is safe and reliable, keeping your information protected.
It has been safely relaunched following the recent cyber incident to restore access and provide you with a secure and reliable billing experience as quickly as possible.
How do I change my MyAccount password?
You can change your MyAccount password by clicking the "Forgot or want to change your password?" link on the login page. We recommend updating your password to help keep your account safe.
Why is my meter saying “noSynch”?
Meters have continued to work and measure usage accurately throughout the cyber incident. The meters are not yet able to communicate the data to our systems and that is why the meter display may say noSynch.
When my meter starts providing usage data again how will you know it's accurate?
Meters have continued to work and measure usage accurately throughout the cyber incident. The issue is with the sending of the data to our internal systems. When meters are once again able to communicate with our systems the data will transfer from the meter to us.
Where is MyEnergy Insights (MEI)?
My Energy Insights remains unavailable. We continue working to restore access to MyEnergy Insights. We appreciate your patience as we work to restore all services following the cyber incident.
Do the hackers have access to my meter information?
The types of impacted personal information varied by individual customer and may have included your customer account history (such as power consumption, service requests, payments, billing, and credit history, and customer correspondence).
Will you be hiring meter readers to do physical meter reads?
We are looking at and considering all options to best serve our customers as we work to build back our systems safely and securely.
I have opted out of smart meters and have an analog/digital meter. How does this affect me?
Until we are able to return to regular billing process, your bill will be estimated based on your energy usage from the same time period in 2024. Your meter will continue to be read as part of the same process that has been in place for opt-out customers.
