Frequently Asked Questions
How Online Billing Works
Q | How do I get started?
A | You will need your Account Number in order to register for Online Billing, which can be found on your current bill. Visit our Getting Started page to find out what additional information you will need in order to complete the registration process. You do not need to enter any financial information until you make your first payment, but you may do so if you want. When you are ready to start, click the Sign up now link on the Login page and follow the instructions on each page. It's that simple!
Q | What if I forget my Password?
A | You can retrieve your password online by clicking the Get Help Here link on the Login page. If you need further assistance, a Pepco representative can reset your password. Just call 202-833-7500 during the hours of 7 a.m. - 8 p.m. Monday through Saturday.
Q | What does this service cost?
A | Pepco does not charge for the Online Billing service. If you decide to view and pay your bill through another website, such as your bank or portal, the provider of that website may charge you processing fees.
Q | If I have a "Disconnection Notice" on my bill, can I still make an electronic payment?
A | Yes. But if the payment is after the Due Date you should contact Pepco at 202-833-7500 during the hours of 7 a.m. - 8 p.m. Monday through Saturday to make sure your service is not interrupted.
Q | What is the approval process?
A | Pepco will review your Online Billing request based on the information you provide during the registration process. In most cases, approval will be immediate. However, if any of the information you entered does not match our records you will not be approved for Online Billing. If that happens, first try re-entering the information as it appears on your current bill. If you still do not receive approval, please contact Customer Service for assistance. Pepco will review your last Online Billing request based on the information you provide during the registration process. In most cases, approval will take approximately 48 hours.
Q | When will I see my first e-bill?
A | Your first e-bill will be made available to you online once you've completed the registration process. The first e-bill you will view is a duplicate of the most recent bill that was mailed to you via the U.S. mail. If you have not already submitted your payment via the U.S. mail, you can submit your payment online. If you have already submitted your payment via the U.S. mail, you don't need to do anything until you receive an e-mail notification when your next month's e-bill is available to view and pay. Your next e-bill will be available within 72 hours of your next billing date. For example, if your billing cycle is the 20th of every month, you will see your first e-bill on the 23rd. You will receive an e-mail notification when your e-bill is available to view and pay.
Q | Can I still mail a payment to Pepco for my e-bill?
A | Yes. You may mail a check to Pepco's address that is listed on your bill. Please be sure to print your Pepco Account Number on your check so that we can post the payment to your account as soon as possible.
Q | Can I still receive a paper bill?
A | When you register you may choose to either continue or stop receiving your paper bill. Regardless of which option you choose you may print your e-bill at any time in order to retain a printed copy for your records. You will have six months of e-bills available for quick, convenient access to your records. If you choose to stop receiving your paper bill, you must contact Customer Service to begin receiving your paper bill again.
Q | When will the money leave my bank account and when do you credit my account?
A | We submit your payment request one banking business day prior to the scheduled date. This allows us to process your payment on time. Your bank account will typically be deducted on the scheduled date, but in some cases it could be one business day later depending on how quickly your bank processes the request. Usually, the next business day all other records at Pepco will be updated with your payment.
Q | Do I get a confirmation number right away when I make a payment?
A | Yes. When you confirm your payment request, we will present you with a reference number. You may find your reference number at any time by clicking the payment record on the Payment History page.
How to's...
Q | How can I get a question answered right away?
A | First, take a look through our FAQs to see if we've already provided an answer to your question. If you don't find the answer online, you may either send an e-mail to Customer Service or call Pepco at 202-833-7500 during the hours of 7 a.m. - 8 p.m. Monday through Saturday.
Q | How do I set up or change my billing account information?
A | To change your e-billing security information such as your e-mail address or password, click the Customer Info page, modify your information, and click the Continue link in order to process your request. To change your other account information you must contact Customer Service at 202-833-7500 during the hours of 7 a.m. - 8 p.m. Monday through Saturday.
Q | Can I use a bank account or credit card to make a payment?
A | We are able to process your payments from a bank account. We currently do not accept payments using credit cards as a form of payment for Online Billing. You may set up your bank account through the Financial Information page. If you wish to use a credit card to pay your Pepco bill by phone, this option is available through the services of BillMatrix Corp. BillMatrix also accepts ATM/debit cards that carry the STAR logo. BillMatrix charges a fee for these services. BillMatrix offers these services in English and Spanish. To make a payment over the phone, call 1-800-960-1242.
Q | How do I make a payment if I cannot access my account online?
A | You may mail Pepco a check for your payment amount anytime. Pepco offers a number of other convenient bill payment options. Just go to www.pepco.com for details.
Q | How do I edit a payment after I have made it?
A | If you have scheduled a payment with a payment date one business banking day or more in the future, you may modify or cancel it. Find your payment on the Payment History page and click either Modify or Cancel depending on what you would like to do. Payments scheduled for the current banking business day are submitted immediately and cannot be changed.
Q | Can my spouse sign up for Online Billing also?
A | Yes. We allow more than one user per billing account to register for Online Billing. Once the first user has completed the registration process another user may be added. Any new users will have their own username and password, and one user's banking information will not be accessible to any other users registered to that billing account.
Q | How can I pay my bill automatically every month?
A | The Automatic Payments feature allows you to set up a recurring or repeating payment. There are three options to select when setting up your automatic payment.
- Pay 5 days before the due date or on a certain day
- Pay the amount due or a fixed amount
- Set an end date for the automatic payment or allow it to continue indefinitely
What if's...
Q | If I have a problem, who do I contact?
A | Customer Service. You may click the Customer Service link to send Pepco an electronic message describing the problem. You may also call Customer Service at 202-833-7500 during the hours of 7 a.m. - 8 p.m. Monday through Saturday.
Q | If the Online Billing service or Internet service is down, who do I contact?
A | Pepco monitors the Online Billing website constantly. If you find that the Online Billing Service is down, check back later. Problems are usually resolved within a few hours. If you need to make a payment that day because of a disconnection notice, Pepco has a number of other convenient bill payment options. Just go to www.pepco.com for details.
Q | If I lose access in the middle of submitting a payment, what do I do?
A | A payment transaction is only completed once you've received a confirmation page with a reference number. Usually, all transactions are canceled when your session is terminated for any reason. If you are unsure if your payment request has been processed, check the history pages where successful payment requests are recorded prior to making another payment.
Q | What if there is not enough money in my bank account when I make a payment?
A | We automatically re-submit payments returned for non-sufficient funds once. If your payment fails the second time, your account will not be paid and your bank may charge you service fees for payments that could not be processed.
Privacy and Security
Q | How will my financial information be protected?
A | We store your financial information in an encrypted format in our database that is secured from outside parties. Your financial account information will be partially masked (e.g., XXXXXX1234) whenever presented on the Online Billing website. When we process your payment, we encrypt the financial information and transmit the data to the banking network through a secure connection. Click here to find out more about encryption and security.
Q | What happens to my personal information and payment data if I cancel?
A | You will have access to your Online Billing information for 30 days after submitting your cancellation. This allows you to view your historical data or pay your most recent e-bill. We retain your e-bill data in our Online Billing system for six months.
Q | How will my personal information be used?
A | Your personal information will be used to activate your account for Online Billing. Your financial information will be used to process payments that you schedule through Online Billing. We do not sell your personal information to third parties who send unsolicited information.
Q | Can I opt out of having my personal information used at all?
A | Your personal information is required for the processing, presentment, and payment of your bills. You can opt-out of non-billing related, informational e-mails if you so chose.
Q | Will I get more "spam" by signing up for this service?
A | No. The only information that will be sent to you will be related to the Online Billing service or other services we provide. We do not sell your personal information to third parties who send unsolicited information.
Q | How can I change my personal information?
A | To change your account information, click the Customer Info page. To change your financial information, click the Financial Information page. Modify your information, and click the Continue link in order to process your request.
