E-Bill Frequently Asked Questions

E-Bill provides our customers with a free, secure and user-friendly means of managing their NSTAR account over the Internet.

By registering with E-Bill, NSTAR customers will enjoy paperless billing and can schedule a one-time payment, set up a recurring payment schedule, down load a PDF copy of your bill, and view bill and payment history online.

You can also select how you are notified when your bill is ready to view. You can choose to receive:

• An email notification.
• A secure email with a PDF version of your bill attached.
• A secure email with the option to directly make a payment.

Below are the answers to some frequently asked questions about NSTAR's E-Bill.

When can I view my bill online?
Once registered with E-Bill, you will have the ability to view up to 36 months of your latest billing information. You will receive an email each month notifying you when your bill is available for online viewing.

What if I want to keep getting my paper bills?
If your paper bill has been turned off and you would like to start receiving paper bills again, simply select "Profile" from the top menu and click “Enrolled Accounts" and then click the "Edit" button. Once on the "Edit Account" page, click the checkbox to remove the "Go Paperless" indicator.

Do I have to pay my bill through E-Bill?
No. However when you enroll with E-Bill, you do agree to pay electronically in some manner. This includes NSTAR's Direct Pay program or through your personal bank or financial institution.

How do I pay my bill in E-Bill?
NSTAR offers three payment methods at no additional cost to you:

• One time payment from a checking or savings account;
• Payment via a secure email;
• Recurring payment schedule from a checking or savings account.

All methods will require you to enter your bank account information. For your convenience, your bank account information will be stored until you delete it from your profile. E-Bill stores bank account numbers in an encrypted format to keep your bank information secure.

To make a one time payment click on the "Pay Now" button on the Summary page. You can enter the payment amount and date you would like to authorize for the payment. Your payment will be sent to the bank on the date you authorized and post to your NSTAR account within one business day.

To register for secure email with payment option, which allows you to pay from your bill notification email, select "Profile" from the top banner menu and click “Notifications & Reminders.” Choose “Email me my bill as a PDF with payment options.”

To set up recurring payments select "Payments" from the top banner menu and click on “View Recurring Payment Schedule”. From the Recurring Payment Schedules page, click the “Add New Recurring Schedule button”. You will be required to provide your bank routing number, checking or savings account number and you may choose a threshold and payment dates.

You will receive an email each time a recurring payment is scheduled notifying you when the automatic debit of your bank account will be made. Payments will be taken for the total amount due each month or up to the threshold amount that you establish. The threshold option allows you to establish a maximum payment amount that can be made from your bank account. .

I have multiple accounts with NSTAR. Can I view and pay bills for all my accounts at once?
You have the ability to add all of your NSTAR accounts into one profile. This will enable you to quickly view a summary of all current bills and pay multiple bills using the “Group Pay” option on the summary page. Once you have registered your first account with E-Bill, select the "Profile" from the top banner menu and click on "Enrolled Accounts" to add additional accounts to your profile.

Can I overpay my bill?
You cannot exceed your balance due. If you would like to pay your bill while you are on vacation or time away from home, you can establish a "Recurring Schedule" with E-Bill - allowing you to schedule a payment to be made in full or at a threshold amount.

When will my first electronic payment take effect?
Your first payment will take effect with the next bill after you sign-up for a "Recurring Schedule" through E-Bill. For example, if your billing date is the first of every month and you enroll on February 15, the schedule will take effect with the March 1 bill. If a payment is due on an existing account while establishing a "Recurring Payment" schedule, you are advised to use the "Pay Now" option to pay your current bill.

When will my payment be debited from my checking or savings account?
If your payment is made before 1 p.m. on a business day your payment will be debited from your checking or savings account the same day. If the payment is made after 1 p.m., your payment will be scheduled and debited for the next day. Payments scheduled on Saturday, Sunday or a holiday will be debited from your checking or savings account the next business day.

When will my payment be credited against my NSTAR account(s)?
Payments made by 1 p.m. are credited to your NSTAR account overnight and appear on your account the next business day. Payments made after 1 p.m. and on a non-business day are credited to your NSTAR on the eve of the next business day.

What happens to scheduled payments if I delete that bank account?
Scheduled payments will still be processed. If you do not want this to happen, you should cancel any scheduled payments by selecting Payments from the top banner menu and click “View Payment History”. On the Payment History page, click the “Cancel” button. The status of your payment will changed from Scheduled to Cancelled.

Can I stop a payment before my checking or savings account is debited?
You are able to cancel a payment if the payment status, shown on the Payment History page, is set to “Scheduled.” To cancel a payment, select Payments from the top banner menu and click on “View Payment History”. On the Payment History page, click the “Cancel” button. Please note, payments are sent to the bank at 1 p.m. on the payment date you authorized. Payments sent to the bank appear as “Approved” and can not be cancelled.

If you use the recurring schedule option you may stop a payment within that schedule as long as the payment is classified as "Scheduled." If your payment is classified as “Scheduled” click the “Cancel” button. Please note, your recurring schedule will resume on the next billing cycle date.

Can I delete a recurring payment schedule?
To cancel a recurring schedule, select "Payments" from the top banner menu and click on “View Recurring Payment Schedule.” Under the Recurring Schedule heading, click on the “Delete" button. A pop up message will prompt you to confirm your request to delete the schedule. The schedule is then permanently deleted. If you choose to set-up another payment schedule, you will be required to recreate a recurring schedule within E-Bill. Please not, to delete a scheduled recurring payment refer to the instructions in the previous question on how to delete a scheduled payment.

Is there a charge for a returned check?
Yes. Your payment will be reversed by NSTAR if the transaction is returned by your bank for any reason. NSTAR will charge your account a fee per returned transaction. Please note, when you choose the "Group Pay" option, each account paid is considered an individual transaction.

For example, if you have three NSTAR accounts enrolled and use the "Group Pay" feature, three payments will be sent to the bank. If your bank account returns all payments you will be charged a return fee for each payment.

How do I correct or delete my bank account information?
To update or correct your bank account information select Payments from the top banner menu then click on View Payment Accounts. Then click the Edit or Delete button next to the incorrect bank account. Please note, if you have a payment scheduled and you change or delete your bank account, you will be provided a warning message.

If you have a “Pay Now” payment scheduled and wish to update your bank account, navigate to Payment History and click on the edit button next to the payment. If you have a recurring payment scheduled you can not edit the payment but can delete the payment..

What happens to scheduled payments if I delete my NSTAR account from my profile?
Scheduled payments will be cancelled.

How do I cancel my E-Bill enrollment?
From the main login page, click on “Deactivate your profile” link.

What if I forget my password?
If you forget your password, click the Forgot your Username/Password link from the main login page. The Password Recovery feature requires your username and you will be asked to answer one of your secret questions you established when registering for E-Bill.

How can I change my password?
Select Profile from the banner menu and click Change Password. Follow the steps to change your password. To maintain the security of your account, it is important that you keep your password private and safeguarded as you would any other piece of confidential information.

What if I forgot my username?
If you forgot your username, click the Forgot your Username/Password link from the main login page. Then click on the Forget your Username link. To prevent unauthorized access to your NSTAR online account, you will also be required to verify basic information about your account.

How can I change my email address?
Select Profile from the banner menu and click Profile Information. Follow the steps to change your email address.

Why do you need my email address?
An email address is required when you register for NSTAR’s E-Bill features. You will receive email notification when your NSTAR bill is available for viewing and may choose to receive a confirmation of online payments. You will also receive email notifications when an online payment has been returned by your bank.

Why am I not receiving email notifications?
Your email address may not be correct. Select Profile from the banner menu and click Notifications and Reminders to review and update your email address.

Can I remain on NSTAR's Direct Pay program and still use E-Bill?
Yes. You may remain on Direct Pay and still register with E-Bill. However, if you make a payment via E-Bill your enrollment with Direct Pay will be terminated

Who do I contact if I'm having trouble accessing my bill?
If you are experiencing any difficulty accessing your bill after your enrollment, email us using the built in email feature by selecting Contact Us from the top banner menu or please contact customer service at 800-592-2000.

What kind of computer equipment and software do I need for E-Bill?
E-Bill will run on any standard internet browser, however you will need Adobe 9 to view your bill.