ElectriPay Frequently Asked Questions

BASIC FACTS

§ ElectriPay enables you to view and pay your Duquesne Light bills via the Web. Instead of a paper bill, you receive an email message that tells you when your bill is ready for review. The email summary provides your Due Date, Amount Due and Account Balance. You can open a link in the email to see your full bill detail.

§ ElectriPay is a service offered in partnership with CheckFree Corporation. (For more information about CheckFree, visit www.mycheckfree.com and click on “About CheckFree.”)

What are the advantages of ElectriPay?

It saves time.
It is always available with Internet access.
It is easy and convenient.
If used to make payment, it eliminates the need for checks, stamps, envelopes and mail delays.

§ It is flexible since you have the option of initiating your bill payment each month through ElectriPay – OR BETTER YET –

having the payment automatically deducted via Duquesne Light’s ElectriCheck program.

Both payment options are FREE!

It’s secure. Paying bills online can be even more secure than passing a credit card to a waiter at a restaurant or sending a check through the mail.

§ REMEMBER – It is FREE!

Who can sign up for ElectriPay?

§ Residential customers are eligible for ElectriPay. The following customers CANNOT sign up: customers on Electronic Data Interchange (EDI), or customers who have had too many returned checks within the past year.

Can ElectriCheck customers participate in ElectriPay?

· YES!! ElectriCheck customers are encouraged to sign up. You can view your bill online, which eliminates the need for a paper copy. Your payment will continue to be deducted automatically on the bill due date.

What will I need to sign up?

§ You will need Internet access, an email account, and a web browser that supports 128-bit encryption to access your bill. For more technical details, please review the Help section in ElectriPay.

Why do I have to provide my email address in order to enroll for ElectriPay?

§ CheckFree requires the use of an email address to send you an e-Bill reminder. However, you have the option to NOT to have the email address shared with Duquesne Light for any other marketing purpose.

Will I see my entire bill?

§ Yes. You will be able to see a bill image with the same information as your paper bill.

Will I still receive the newsletter and bill inserts that come with my paper bill?

§ Yes. This information will be available to you by clicking on the "Current Inserts" button at the top of your electronic bill.

Will I still receive a paper copy of my bill?

§ No. Once you have successfully enrolled and activated your e-Bill, you will not receive another paper bill. You will have the ability to print and file copies of your e-Bill for future reference.

May I still request that a paper copy of my bill be sent in addition to my e-Bill?

§ No. We can ONLY honor requests for duplicate bills for e-Bill customers if they are having software problems and can’t get to their e-Bill.

How does Duquesne Light protect my privacy?

§ Duquesne Light will not share your name or other personal information with third parties, except when necessary to deliver the service or in response to a legal court order.

How is my billing and payment information secured?

· The ElectriPay site connects to a server with these security measures:

1. Your user name and password will be requested each time you "sign in." They are unique identifiers known only to you.

2. A Secure Socket Layer (SSL) technology and encryption is used to protect your information and make it unreadable during transmission over the Internet.

3. You are automatically signed out of a session if it is inactive for longer than 10 minutes

Return to Top

ENROLLING

How do I sign up for ElectriPay?

§ Go to www.duquesnelight.com and click on ElectriPay to submit an online enrollment form. When you enroll, please have your Duquesne Light account number, meter number and your bank account information available. You will receive an email confirming your enrollment has been submitted. After receiving the email, you should check your “Messages” folder within ElectriPay to make sure the account enrollment has been activated.

Where are my account number and meter number?

§ The meter number is in the upper left-hand corner of your paper bill. The account number is in the upper right hand corner..

Can I enroll more than one Duquesne Light account under a single user name?

§ Yes. You can enter multiple accounts during your initial enrollment. If you already are enrolled and wish to add another account, simply access the "Add e-Bills” button and follow the instructions. You have the option of assigning separate bank accounts to pay each Duquesne Light account.

How do I log in to ElectriPay?

§ Go to http://www.duquesnelight.com/

§ Click on 'Billing & Payment - e-bill service'

§ Click on ‘Login and View your e-Bill’

§ You will now be at www.mycheckfree.com

§ Enter your userid and password

How will I know when my monthly e-Bill is ready for me to view?

§ You will receive an email telling you your e-Bill is ready. You can then log into ElectriPay to view your bill. And if you have elected to receive the e-Bill summary, you will also be able to immediately see your balance and amount due in the body of the email.

When are e-Bills available for viewing?

§ Typically a day or so prior to when you normally would receive them in the mail.

Can I store or view paid electronic bills?

§ Once you have successfully enrolled, you will not receive another paper bill .You can view a six-month history of your electronic bills and payments. You can always print the bill or save it electronically to a disk if you want to keep long-term records.

How do I store my e-Bills?

§ You should print and file copies of your e-Bill for future reference. Or you can use the ‘”File” button within ElectriPay to store electronic copies for up to six months.

Return to Top

Can I print my e-Bill?

§ Yes. Internet browser margins should be set to 1inch or less.

Why do I still see old e-bills?

· The old e-bills were either not paid or paid through another payment method, other than CheckFree. You can file these e-bills or delete them.

MAKING PAYMENTS

How do I pay my e-Bill?

§ There are three ways: ElectriCheck (free), ElectriPay (free) or “Make a Payment Now” (fee-based), all available on ElectriWeb.

1. For the most convenience, sign up for ElectriCheck which automatically deducts your payment from your bank account on the due date!!

2. Selecting the “Pay” button next to the e-Bill within ElectriPay can pay the bill.

3. Use the “Make a One-Time Payment” button (fee-based), available on www.duquesnelight.com.

After enrolling in Duquesne Light's e-Bill and payment service, when can I start paying my bills?

§ As soon as your enrollment request is successfully processed. You may make a payment electronically before your first online bill is even available.

I am already on ElectriCheck. Do I have to provide my banking information when enrolling?

§ No, if you are an ElectriCheck customer, you can skip that section.

I received my bill online, but made a payment by ElectriCheck. Why doesn’t my Bill Summary screen show it was paid?

§ The Bill Summary screen only shows payments made through ElectriPay. If you are on ElectriCheck, you can check the status of your account by visiting www.duquesnelight.com or by contacting your bank for verification.

I am on ElectriCheck. I also made an online payment through ElectriPay. Will both payments be deducted from my bank account?

§ Yes. If your ElectriPay payment is made on or after the bill due date, BOTH payments will be deducted.

How far in advance of the due date should I schedule my payments?

§ We suggest that you schedule your payments at least three business days before the actual payment due date. If you accept the default payment date on the Payment screen, the amount will be deducted on your Duquesne Light bill due date.

When is the money for the payment drawn from my bank account?

· When the payment is sent electronically, the funds for the payment are debited from your account on the scheduled payment date. Funds should be available in your account on the scheduled payment date.

Can I make payments from more than one bank account?

§ You can have more than one bank account set up, and switch back and forth from one payment period to the next. However, only one at a time can be used when making an individual payment.

Will I incur banking fees for making an electronic payment transaction?

Possibly. You should check with your bank.

How can I confirm that an electronic payment has been made?

§ Your payment will show up on your next bill. You always can check the payment status (Scheduled, Processed or Paid) in ElectriPay. You also can call ElectriCall at 412-393-7100. Finally, you can check with your bank, which will list the transaction date and the payment amount.

Why do I still see e-bills with a status of ‘unpaid’?

Checkfree's summary screens will only show a 'Paid' status when the customer uses CheckFree to make the payment. If they use a different payment method or agency, the customer has to check the e-bill detail to see the payment reflected.

Return to Top

Can I pay my electronic bill with a credit card?

§ ElectriPay is not a credit card payment program for use with Duquesne Light accounts. However, Duquesne Light offers a credit card option on www.duquesnelight.com through "One-Time Payment" (fee based).

If my service is about to be terminated for non-payment, should I use ElectriPay to make the payment?

§ No. Customers in termination status should use “One-Time Payment” (fee-based) on www.duquesnelight.com. The payment then can be verified immediately by Duquesne Light to stop termination action.

CHANGES OR CANCELLATIONS

Who do I notify if my email address changes?

§ You MUST NOTIFY CHECKFREE, NOT DUQUESNE LIGHT. See ‘How do I update my email address?” for information about how to notify CheckFree.

How do I update my email address?

§ Sign on and access the "My Profile Information" folder. See "Personal Information" and follow the instructions for updating your information. Note: if your email address is incorrect, we will not be able to notify you when your bill is available online for viewing and payment.

If I move, do I have to enroll in ElectriPay again?

§ You will have to use the “Add e-Bills” button to put the new account on ElectriPay. If you do nothing, the account at the new address will revert to paper billing.

If I move, how will I receive my final bill?

Your final bill will occur via e-billing and a notification will be sent to the current email address that CheckFree has on file.

How can I cancel ElectriPay?

§ To remove a single account, access ElectriPay, click on “e-Bills,” and locate the account you want to delete. Click on “Delete.”

§ To cancel the service completely, sign onto ElectriPay and access the "My Profile Information" folder. Select the "My Service" folder and follow the instructions for canceling the service entirely.

If you cancel COMPLETELY:

Ø ALL billers that you have set up via ElectriPay will be REMOVED from e-Billing.

Ø Scheduled payments will NOT be paid. Any payments that are already in process when you cancel WILL be paid.

Ø You will no longer be able to see e-Bills or make payments.

PROBLEM RESOLUTION

Not receiving email notifications or reminders?

Make sure that the email address you have provided CheckFree is correct (see ‘My Profile” within ElectriPay)
Make sure your email inbox is not full. You may need to delete some old emails to make room.
Disable your email filtering ‘spam’ or ‘junk’ mail software.
Add CheckFree to your email ‘safe’ list.
If CheckFree receives three ‘bounced back’ email notifications, they will STOP sending emails to you. You must contact CheckFree directly and give them your correct email address.
NOTE: Even without an email notification, you may always log directly into ElectriPay with your userid and password to see your e-Bill.

Email reminders look distorted, or links don’t work?

§ If your email looks distorted or if the links within the email do not work, your email provider may automatically send emails to your inbox with the images and links deliberately turned off. Many email providers provide functions that allow you to see images and links in your email; it’s often just a matter of hitting a button or two. Please contact your email provider for assistance on allowing images and links to display in your email.

Return to Top

Who do I call if I have connection problems?

§ If your Internet problems are not limited to the site where you receive your electronic bill, please contact your Internet Service Provider or the network administrator if you are at work.

§ If the ElectriPay site is the ONLY site you cannot connect to, call CheckFree at 1-800-564-9184.

I signed up and got a welcome letter, but my ElectriPay messages inbox says my enrollment was rejected. Why?

§ This means that you have successfully completed the application process with CheckFree, but your Duquesne Light account couldn’t be located. Please click on “View” within the message to see why the enrollment was rejected. Some common reasons are incorrect meter number or account is not active. You must re-add your Duquesne Light account to e-billing to correct this.

I just enrolled in ElectriPay, but my bill is not appearing online for payment. Why?

§ You will not be presented with an online bill until your next bill is generated. Bills mailed prior to being accepted into the program are not available online.

What if I forget to look at my e-Bill?

§ You will receive an email reminder the day after an e-Bill is issued, if you have not yet viewed it.

What if I forget my sign-in ID?

§ Send a request to customer service at ebillinfo@checkfree.com to have your sign-in ID sent to you by email. You also may call CheckFree at 1-800-564-9184 to have a representative provide your sign-in ID.

What if I forget my current password?

§ For security reasons, Duquesne Light does not know your password.

§ To reset your password, click the "Forget Password?" button and follow the instructions to select a new one. You will need to know the home phone number, secret question and Social Security number that you entered when enrolling.

§ If you do not remember your original password or your secret question, please click on the “Reset” link to request a new password. CheckFree will mail it to you via U.S. mail.

Why am I receiving an error message when I log on? I am entering my information correctly?

§ The user name and password are case-sensitive and must be entered EXACTLY as they were originally enrolled. If you continue to receive logon errors, please email ebillinfo@checkfree.com or call CheckFree at 1-800-564-9184. You may be asked to reset your password.

I enrolled, but I am not receiving my e-bill.

· Please login to ElectriPay and check your ‘Messages’ box. If your e-bill activation was not accepted, you will see a message explaining why. You will need to add the bill again.

· If there is no message, your email provider may be blocking your e-bills. Please see section “I am not receiving my e-bill reminders’ for further details.

Return to Top

Getting a new email address?

Moving

Will I incur banking fees for making an electronic payment transaction?

If my service is about to be terminated for non-payment, should I use ElectriPay to make the payment?

§ No. Customers in termination status should use “One-Time Payment” (fee-based) on www.duquesnelight.com. The payment then can be verified immediately by Duquesne Light to stop termination action.

If I move, do I have to enroll in ElectriPay again?

§ You will have to use the “Add e-Bills” button to put the new account on ElectriPay. If you do nothing, the account at the new address will revert to paper billing.