What should I do if I have forgotten my user ID or password?Your user ID is the same as your eight digit account number. Your monthly statement will list this number. For password help, contact IID Energy’s customer service team at 1-800-303-7756 between the hours of 7 am and 7 pm Monday – Friday. Or email our customer service team by clicking on the contact us button at the top of this page. Please note: the customer service team is only available during the above stated hours.

Why is the system saying my account name or social security number is invalid?
The online bill payment system uses the name and social security number of the person who originally opened the account. If this information is not working, please contact customer service via email or phone.

Who do I contact if I am having troubles logging in?
Contact IID Energy’s customer service team at 1-800-303-7756 between the hours of 7 am and 7 pm Monday – Friday. Or email our customer service team by clicking on the contact us button at the top of this page. Please note: the customer service team is only available during the above stated hours.

Will my data be transferred safely?
Yes, as long as the address in your browser is of the type https://. We use the encryption method SSL (Secure Sockets Layer). This protects all data, such as credit card number, bank number, bank account number, name and address so that these cannot be decoded by unauthorized persons when being transferred via the Internet.

What are the prerequisites for my Internet browser?
To use the SAP IS-U/Utility Customer E-Services functions you require a current Internet browser. We recommend Microsoft Internet Explorer from version 5.5, Netscape from version 7.0 or else Mozilla from version 1.6. The Internet browser should meet the following prerequisites: 128 Bit SSL is supported JavaScript is enabled Cookies are activated.

What settings do I have to make in my Internet browser?
You have to activate certain browser settings for scripting and cookies in order to ensure that SAP IS-U/Utility Customer E-Services is correctly executed. Depending on your browser type, carry out the following procedure:

Internet Explorer (as of version 5.5)
Under Windows choose Start -> Settings -> Control Panel -> Internet Options. In the Internet Options dialog box, select the Security tab. In the Security Settings dialog box, check whether the enable button has been selected for the following options:Cookies -> Allow per session cookies (not stored) Scripting -> Active ScriptingRecommendation: Select the tab page General. Choose Settings in the Temporary Internet Files frame. Choose the option automatically for the parameter Check for newer versions of stored pages. To save your settings click on OK. Close the Internet Options dialog box by clicking OK.

Netscape (as of version 7.0)
In Netscape choose Edit -> Preferences -> Advanced. On the left side of the dialog box expand Advanced and click on Scripts & Plugins. Choose JavaScript for Navigator and confirm your entry with OK. On the left side of the dialog box expand Private Sphere & Security and click on Cookies. Choose only accept cookies sent to the original page and confirm your entry with OK.

Mozilla (as of version 1.6)
In Mozilla choose Edit -> Preferences... On the left side of the dialog box expand the category Advanced and click on Scripts & Plugins. Choose the option Navigator under Enable JavaScript and confirm your entry with OK. On the left side of the dialog box expand the category Privacy and Security and click on Cookies. On the right hand side choose Enable cookies for the originating web site only and confirm your entry with OK.

Areas are displayed in the FAQ that I cannot display. Why is this? Depending on your authorizations you will see the areas relating to them in the menu. The FAQ cover the entire range of SAP IS-U/Utility Customer E-Services functions. It is unlikely that a user is active in all areas.

Several business partners have been assigned to me. Where can I select the relevant account?
If a number of different business partners have been assigned to your user, you can select the relevant account immediately after you log on.

The font is too small. Can I make it larger?
The only way to make the font larger is to change the screen preference of your monitor.

Can I have my monthly statements emailed to me?
IID Energy’s on-line bill payment system does not currently support automatic e-billing of statements. You can however; login and download a PDF copy of your statement each month using the Bill Display information below.

Displaying Bills: There are sometimes differing formats available for displaying bills, open items and so on—which display format should I choose?
There are different display formats available to you for displaying bills, open items and so on, depending on the function area:

Excel
The data displayed on the screen is represented in structured form using the spreadsheet software from Microsoft Excel. For example, you can open the list of your open items under Display Open Items with Microsoft Excel.

CSV
The data displayed on the screen is represented in structured form using CSV format. For example, you can also open the list of your open items under Display Open Items as a CSV file. You can open the CSV format with Microsoft Excel or a different program. You specify this in your local settings.

XMLA
Display in XML format includes bill details for individual bills you have. For example, the action Display Bill in XML Format in the List of Open Bills. If the formats offered by the system do not meet your requirements, you should contact the bill issuer to agree the format and adjust your inbound interfaces accordingly.

PDF
A display in PDF format includes the bill details for individual bills. Choose this format if you require a printable version of the bill details. For individual bills, you can use for example the action Display Bill in PDF Format in the list of open bills.

Accounting Document
To display the accounting document for the relevant transaction, choose the action Accounting Document.

How do I receive detailed information about a bill?
Click on the bill line (for example: Bill for your PC order dated 05/23/2003). If the bill is in the system as a PDF file, a PDF symbol will appear in the Action column. Click on the PDF symbol with quick info Display Bill in PDF Format, to display details of the relevant bill as a PDF document.

How can I change the payment amount?
Choose Open Bills in the menu bar. To display the Payment Amount select the relevant bill line. To change the amounts simply overwrite it. To refresh the Total and Net Payment Amount press Enter.

I would like to pay a bill by check. How do I do this?
Select all the bills that you want to pay in the List of Open Bills. Select the payment form Check. Click on Continue to check and confirm your payment. Click on Pay by Check in the List of Bills Selected for Payment – when you do this the bill is removed from the list of open payments. We will then expect a check for the sum stated. At this point you must assume responsibility for forwarding us a check in accordance with the online instructions. You will now find your bills under Paid Bills with the status Payment of the amount is to be arranged by the customer.

I would like to pay a bill by bank transfer. How do I do this? Select all the bills that you want to pay in the List of Open Bills. Select the payment form Bank Transfer. Click on Continue to check and confirm your payment. Click on Pay by Bank Transfer in the List of Bills Selected for Payment—when you do this the bill is removed from the list of open payments. We will then expect an incoming payment for the sum stated. At this point you must assume responsibility for arranging a bank transfer in accordance with the online instructions. You will now find your bills under Paid Bills with the status Payment of the amount is to be arranged by the customer.

Is it possible to upload bill data?
Providing your back-end system is an SAP system, you have the option of uploading bill data.

What does the status In Process mean?
You have already arranged to make payment of the corresponding bill, but we have not yet debited the amount from your bank account or credit card, your check has not been received or your bank transfer has not been posted in our incoming payments. You can select the status In Process if you are trying to find paid bills. The system then displays bills with the following individual status:

Arranged via Web
You have arranged the payment of the bill in this Web application.

Customer Arranging Payment
You have defined in this Web application that you are arranging for payment to be sent by a different payment method (such as bank transfer or check).

Automatic Debit Authorized
You have already provided us with an automatic debit (direct debit) authorization. You do not need to do anything in the Web application.

How can I find a paid bill?
Choose Paid Bills in the menu bar. If the desired bill is not displayed you can search for it. Select a status and period. Click on Find. You then receive a current list of bills, sorted according to due date.

How can I pay a bill using new bank details?
Choose Open Bills. In the menu bar select the bill you would like to pay. Scroll down to the second step in the lower screen that is used to select your bank details or credit card. Select Pay with new bank details. A dialog box appears. Enter your new bank details. You can enter a name as a description of the account that should make it easier to find later if you have several accounts.

How can I pay a bill using new credit card details?
Choose Open Bills. In the menu bar select the bill you would like to pay. Scroll down to the second step in the lower screen that is used to select your bank details or credit card. Select Pay with new credit card. A dialog box appears. Enter your new credit card details. You can enter a name as a description of the credit card that should make it easier to find later if you have several credit cards.

Recommendation: If you want to store your credit card data locally in order to use it for another payment transaction, make sure that the field Only use for this payment transaction is not selected.

Why is the open amount of a bill lower than the bill amount?
You have already made a partial payment for this bill.

There are various display formats for the downloading of bills. Which one should I select?
There are three different display formats available to you for downloading bills, depending on the function area:

CSV Download
To process the bills overview as a CSV file, for example using Microsoft Excel or some other program, choose CSV Download.

XML Download
The bill data in XML format also includes the bill details. To continue processing the bill data in the system automatically, choose XML Download.

What do I do if I have questions regarding a bill or if there is a reason to complain?
Depending on your requirements, choose Open Bills or Paid Bills in the menu bar. Click on the letter symbol with quick info Create Inquiry in the column Action at the end of the relevant bill line. An input field appears. Enter your inquiry or complaint. Click on Send.

Do I have to deduct the amount of a discount from the bill amount myself?
No. If you have been allowed a discount within a period, then the open amount of the bill comprises the bill amount less the amount of discount to be deducted. This is taken into account in the list of open bills.

What do I enter as the Name of the Account?
When you enter new bank details, enter the clearest possible short description in the Account Description field (for example giving the type of account, the financial institution, the town). This description is for your personal use, and is intended to make selection easier when you come to the next payment transaction.

What do I enter as the Name of the Credit Card?
When you enter new credit card details, enter the clearest possible short description in the Credit Card Description field (for example giving the type of credit card, the financial institution and town). This description is for your personal use, and is intended to make selection easier when you come to the next payment transaction.

Can I deduct credits from the payment amount?
Yes. On the screen Open Bills you can see the total of all the credits that you can deduct from the payment amount for the bills selected in the Credits field. An overview of your credits appears on the screen Credits.

How can I find a payment?
Choose Payments in the menu bar. If the desired payment is not displayed, you can search for it.
Enter the following search criteria:
- Status
- Payment method
- PeriodClick on Find.
You receive a current list of payments that you can sort as you require by clicking on the column headings.

Where can I see how my payment is applied?
Choose Payments in the menu bar. Click on the payment amount of the desired payment. You receive a list of the bills that have been paid with this payment and any credits used.

Is it possible for me to specify how high the payment total should be myself?
Yes. In the List of Transactions you can see the old as well as the new balance. In the input field directly under the new balance you specify how much you would like to pay.

Can I cancel a payment?
Yes. You can cancel the payment of a bill providing it still has the status In Process.

I would like to authorize an automatic debit. How do I do this? Choose Administrative Data in the menu bar. In the area Your Automatic Debit Authorizations choose Grant. Select the field Automatic Deb it for existing bank details or credit card, or else enter new bank details or credit card. Click on Save.

Is it possible for me to withdraw an automatic debit authorization?
Yes. You can withdraw an automatic debit authorization. Choose Administrative Data in the menu bar. In the area Your Automatic Debit Authorizations choose Withdraw. On the screen Withdraw Automatic Debit Authorization click on Save. Please note that it is the user's responsibility to notify his bank or other financial institution, and the biller in writing that he has withdrawn the automatic debit authorization, if this is either customary or a requirement in the relevant country.

How do I know my account is delinquent or in danger of disconnect?
You will know you account is delinquent when open items are pre-selected for payment. You will not be allowed to deselect them, these items must be paid.

What happens if I change my administrative data?
If you have changed your address data, bank details, credit card data, automatic debit authorizations, or your profile or password, save your changes as soon as you make them by choosing Save. Changes to your administrative data are effective from the time you save them.

Why are some input fields grayed out?
We do not require a meter reading from you for today's date.

Why is the system reporting my meter reading as implausible?
Due to the previous consumption pattern, the system has calculated a consumption that is to be expected. The value you entered is different to this consumption value. Check the reading at your meter again. If it is correct, then select the most appropriate reason.

How do I read my electric meter?
First of all, check your meter to find out its constant.* This number will be printed directly on the meter itself, or you can find it listed on your power bill.

If your meter has a constant of 1, look at the two right-hand dials. The one on the far right always is listed as "0", no matter where it is pointing. If however, it has passed the 5 and the dial beside it is between numbers, take the higher of the two numbers on the second dial. Thus, the top meter's reading will be 3210.

Take the difference between this and a later reading, multiply it by the constant, 1, and the result is the number of kilowatt-hours used. Some businesses which use large quantities of electricity have meters with constants ranging from 10 to 8000. Take a reading following Steps 1 and 2, multiplying by that particular meter's constant.

* Your meter's constant depends on its register ratio, or the way the meter is geared. A four-dial meter will turn over, or go back to 0000, after it hits 9999. A constant of 10 prevents a customer's meter from turning over - if that customer uses more than 9999 kilowatt-hours -- before its next reading.