Billing System Upgrade

En español

We’ve recently upgraded to a new billing system to bring you updated account management features, new payment options and the latest cybersecurity protection.

There are a few changes we want to tell you about, and a few things you may need to do, depending on whether you’re a residential or a business customer.

Changes for residential customers

New account number

What’s changing: You have a new PGE account number, which you can find on your bill and when you sign in to your account online.

What to do: If you pay your PGE bill through your bank’s online system, you will need to share your new number with them. If you pay by check, just include your bill stub with your payment and we will post it to your new account number. If you are signed up for PGE’s Auto Pay program or pay online, no action is needed; payments will automatically post to your new account number.

New ways to manage Auto Pay and make payments

What’s changing: You will now be able to make updates to your Auto Pay online, over the phone or in one of our Community Offices. In addition, our agents will be able to take payments from your checking account over the phone.

Changes to Energy Tracker

What’s changing: We’re making this free, online tool easier to use with more detailed information, more ways to look at your use, and updated energy-saving recommendations.

Changes to saved payment information

What’s changing: Payment information you had previously stored for one-time payments may need to be refreshed in the new system. (Note: This will not affect Auto Pay customers.) In addition, you will only be able to store one form of payment.

What to do: If your bank account information does not appear the next time you use our phone system or sign in to your account online to make a one-time payment, please re-enter and save it. Your information will be saved going forward.

Changes to your bill

What’s changing: You may notice a few small changes in how information is presented on your printed bill, or online at the View Bill section of My Account. View sample bill.

Bill graph

For an easier-to-understand view of your monthly usage, your bill graph will now show your energy usage based on your bill cycle, instead of the calendar month, so the usage graph will match the amount shown on your bill every month.

Energy assistance

For energy assistance customers, the balance you see on your bill will now be the actual amount owed. That’s because any energy assistance payments you may receive will show up in the payments section of your next bill.

Changes for business customers

New account numbers

What’s changing: You now have a new PGE account number for each of your accounts. You can find your new account number(s) on your bill and when you sign in to your account online.

What to do: If your company’s bill is paid through your bank’s online system or other payment service, you will need to share your new number with them. If you pay by check, just include your bill stub with your payment and we will post it to your new account number. If you are signed up for PGE’s Auto Pay program or pay online, no action is needed; payments will automatically post to your new account number.

New ways to manage Auto Pay and make payments

What’s changing: You will now be able to make updates to your Auto Pay online, over the phone or in one of our Community Offices. In addition, our agents will be able to take payments from your checking account over the phone.

Changes to property manager alerts

If you’re a property manager who uses PGE alerts, there are some changes you’ll want to know. Previously, you got an alert when a tenant called us to schedule a move-in or -out date, or when a new tenant took over the account. Unfortunately, with the new system you will only receive an alert on the day an account is transferred from a tenant’s name back to your name.

Changes to Energy Tracker

What’s changing: We’re making this free, online tool easier to use with more detailed information, more ways to look at your use, and updated energy-saving recommendations.

Changes to saved payment information

What’s changing: Payment information you had previously stored for one-time payments may need to be refreshed in the new system. (Note: This will not affect Auto Pay customers.) In addition, you will only be able to store one form of payment.

What to do: If your bank account information does not appear the next time you use our phone system or sign in to your account online to make a one-time payment, please re-enter and save it. Your information will be saved going forward.

Changes to your bill

What’s changing: You may notice a few changes in how information is presented on your printed bill, or online at the View Bill section of My Account. View sample bill.

Bill graph

For an easier-to-understand view of your monthly usage, your bill graph will now show your energy usage based on your bill cycle, instead of the calendar month, so the usage graph will match the amount shown on your bill every month.

Streetlights

Quantities for streetlights will be displayed in whole numbers instead of decimals, for a clearer understanding of your charges for that month. In addition, Point of Delivery Identification (PODID) number will now be called Service Point Identification (SPID) number. Each SPID is a different type of light or pole, and will appear right next to its charges, so you will no longer have to match up the SPID number with the charge. View sample streetlight bill.

Solar Payment Option and Net Metering

The Solar Payment Option and Net Metering information will appear directly on your bill, instead of as a separate mailing, for clearer bills and fewer mailings. You’ll find a monthly summary of energy usage at the end of each bill.

You may also notice after the upgrade that your online View History section will show “0” kWh usage for previous months. Your historical kWh usage will still be available online on the PDF version of your bill. You can download the PDF and locate the monthly kWh graph on the bottom right of your bill. It will show the past 12 months’ kWh usage. Learn how to download your PDF bill.

After the upgrade, your monthly kWh usage will appear on both your online View History section and on your bill. View sample Solar Payment Option bill or sample Net Metering bill.

Frequently asked questions

Where can I find my new account number?

You’ll find your new account number on the upper right corner of your printed bill. You can see an example here. If you have an online account, you can sign in to your account and find your account number on your Account Summary page.

My bill is higher than usual, what should I do?

If your bill is higher than usual, we will work with you to find a solution. Here are a few options to help you, if needed:

  • More time to pay. Get a payment extension by signing in to your online account, selecting “Payment & Billing Options” on the left navigation and choosing “Need more time to pay”. You can also call our team at 503-228-6322 (Portland) or 800-542-8818 (outside Portland) to get a payment extension.
  • Explore payment options. If you’d like to learn about different payment options, please call us at 503-228-6322 (Portland) or 800-542-8818 (outside Portland).

Why did you process my Auto Pay payment early? My bill wasn’t due yet.

An error caused the new system to withdraw your Auto Pay payment a few days early. We’re sorry for any confusion or concern that this may have caused. If this early withdrawal has caused challenges with your financial institution, please contact our customer service team.

My bill is due, but my Auto Pay payment wasn’t taken out of my account like it normally is. What should I do?

There’s nothing you need to do. Due to a technical error, some Auto Pay payments were delayed. This issue has been fixed, and your Auto Pay payment will be processed by the first week of June. Please don’t worry; your account won’t be impacted by this delay in payment.

Where is my paperless bill? I should have received it by now.

Your paperless bill is ready and available for you online. Some paperless bill notifications weren’t emailed this month because of a technical error. If you didn’t receive notification that your paperless bill was ready to view, please sign in to portlandgeneral.com and review your account. If your due date has already passed, please pay your bill as soon as possible, or within two weeks of your due date.

My bill was mailed to my old address. What’s going on?

When we generated your recent bill, an error in the system mistakenly pulled an old address we had on file for your account and sent your bill to that address. This issue has been resolved and your future bills will be mailed to your correct address. If you were unable to pay your bill because you didn’t receive it, please don’t worry; your account won’t be impacted. You can pay the full amount due when you receive your next bill.

I received a bill at my address, but it has someone else’s name on it. What should I do?

Please shred the bill you received. You likely received a bill for someone who used to reside at your address. The bill and amount due is for service at their new address and is not related to your account. This one-time issue occurred when our new system generated bills for some customers and mistakenly pulled an old address we had on file for their account. This issue has been resolved and future bills for this customer will be mailed to their correct address.

I paid my bill but the funds have not been taken out of my account. What’s going on?

We’ve recently upgraded our billing system, and as we transition from the previous system to the new system, some payments are taking longer than usual to process. We’re sorry for the inconvenience. There is nothing you need to do; your payment will go through in a few days and your account will not be impacted if your payment is processed a few days past your due date.

I can’t sign in to my account and my bill is due today. What do I do?

Don’t worry, your account won’t be impacted if your payment is delayed because our system is down; simply pay after the system is back online.

I’m trying to pay my bill by phone and it’s telling me my account number is invalid. What’s going on?

We’ve recently updated our billing system and you now have a new account number. Please enter your new number to make a payment by phone. You can find it on your next bill or on your My Account online summary page. If you can’t currently access your new account number, we can help. Please call us at 800-542-8818 between 7 a.m. to 7 p.m., Monday through Friday.

I just received two bills really close together. What’s going on?

As a customer who has chosen a preferred due date, you will now be receiving your bills on a different day of the month. This change occurred after we upgraded our billing system in May. The new issue date of your bill will ensure that your due date will continue to be on your preferred date (or on the next business day, if your preferred date is on the weekend or a holiday).

You may also have noticed that your May bill — your first bill sent from our new system — is for a smaller amount than you expected. This is because it was sent earlier in the month than previous bills you’ve received, and was therefore for fewer days of energy use than your usual monthly bill. Moving forward, you will receive your bills on this new monthly schedule. Your bills will include the usual days of service and amount for each month and your payment will continue to be due on your preferred due date.

Our apologies for the confusion and inconvenience this may have caused. If you would like to discuss this further, please call our Customer Service team at 800-542-8818, 7 a.m. to 7 p.m., Monday through Friday.

Is your company ACH ID changing?

Yes. Our new numbers are 1230256820, 1130256820 and 1030256820. If you are a customer with an Automated Clearing House block in place, you need to share these new ID numbers with your financial institution immediately to ensure your payment will be processed successfully.

My April payment is not showing on the payments line of my bill. How do I figure out if you received it?

If you sent in an April payment, we did receive it and applied it to your account. The Amount Due on your May bill reflects this payment and is the correct balance on your account. Your June bill will display your May payment.

My Auto Pay payment didn’t go through and my bill is due. What’s going on?

We are upgrading our billing system, and from May 4 until May 14, we will not be processing any payments through Auto Pay. Please do not worry. Your PGE account will not be negatively impacted if your bill is due during this time frame. Your Auto Pay payment will be processed after May 14, when our billing system upgrade is complete. In June, your Auto Pay payment will be processed on your normally scheduled date. Our apologies for any confusion this has caused.

I haven’t told my bank that my account number has changed and I don’t know if my payment went through. What should I do?

For a short time after the system upgrade, if we receive a payment from your bank using your old account number, we will be able to match it to your new account number. That means there should be no interruption in your recurring payments. 

Please contact your bank as soon as possible and provide them with your new PGE account number so that you can be sure there won’t be any delays in future payments.

I pay my bill with PGE's Auto Pay. What should I do to update it with my new account number?

You won’t need to do anything. If you pay through PGE's Auto Pay, your payment will automatically be made to your new account number.

How do I pay my bill on my mobile phone?

Sign in to PortlandGeneral.com on your phone. You will automatically be directed to our mobile site, where you can sign in to your account and make a payment.

I received a text asking me to pay my bill, but when I texted back PAY I got a message telling me that I had to sign in instead. What’s going on?

We’re sorry for the confusion. Two-way texting ended in March and the message directing you to respond to pay was sent in error. To pay your bill, please sign in to your online account.

My saved payment information is missing. What happened?

Payment information you had previously stored for one-time payments was not transferred to our new system. The next time you use our phone system or sign in to your account online to make a one-time payment, you can re-enter and save your payment information for future one-time payments.

Sometimes I use different payment types for my account. How do I add more than one payment type to my account for future payments?

Our new system can only store one payment type per account. If you use multiple payment types to pay the same account, you can either enter your payment information each time you pay, or you can choose one to save as your primary payment type, and manually enter other payment types, as needed, when making a one-time online or phone payment.

My tenant told me they were moving out soon. Why haven’t I received an alert from PGE telling me when the account will switch to my name?

Property Manager Alerts have changed. You will now only receive an alert on the day an account is transferred back to your name.

Where can I find the new account number for each of the properties I manage?

To obtain a list of account numbers for each of the properties you manage, you can either contact the business services team at business.services@pgn.com, or you can submit your request using our online form.

Why can’t I view my energy usage history?

Energy Tracker, the tool you use to understand how you use energy, is also getting an upgrade and will be unavailable for 1 to 2 months after the billing system upgrade is complete.

I’ve never received an email notice that my payment is late before. Is this a scam?

If you have signed up to receive a Paperless Bill, we can now email you certain notices instead of sending them by mail. Paperless 15- and 5-day late payment notices will be sent to your email address. We will also send a copy of the 5-day notice in the mail.

I can’t find my streetlight PODID on my new bill. Where did it go?

Point of Delivery Identification (PODID) number will now be called Service Point Identification (SPID) number and will no longer be listed separately on your bill. Instead, you’ll find each SPID next to the light or pole and its charges, so you will no longer have to match up the ID number with the charge.

Why aren’t you sending me my Net Metering usage anymore?

Your Net Metering usage now appears directly on your bill, instead of as a separate mailing. You’ll find your monthly summary of energy usage at the end of each bill.

I used to get a letter outlining my solar usage. Where can I find that information?

If you’ve signed up for the Solar Payment Option, good news, your usage and generation will now appear directly on your bill, instead of as a separate mailing. You can find the monthly summary of your energy usage at the end of each bill.

Why does the online View History section say that I had no kWh usage last month?

After the billing system upgrade, your online View History section may show “0” kWh usage for previous months. Your historical kWh usage will still be available online on the PDF version of your bill. Simply download the PDF and locate the monthly kWh graph on the bottom right of your bill. It will show the past 12 months’ kWh usage. Learn how to download your PDF bill.

If this is a billing system upgrade, why do I have to wait to schedule my installation and inspection for my construction project?

Because the billing system integrates with our work management system, we will experience a few days of system downtime while the billing system is upgraded. This may impact initiating new work and modifying jobs that are in-progress. We expect that there may be wait times for available appointments for inspections or service installs while we switch over to our new system. Thank you for your patience as we make this important system upgrade.

Why didn’t you send me an alert text about my weekly energy usage?

During the system upgrade, text alerts telling you about your weekly energy use and warning you your bill may exceed your designated amount were not able to go out. We apologize for the inconvenience this may have caused. The alerts will resume in May.

Why does my bill list “N/A” for the average daily temperature?

There is a defect in our system that affects our ability to include the average daily temperature on your bill. Our team is working on this defect and we hope to have a fix in place soon.

Why does my bill say “N/A” for my 2017 monthly cost? Now I can’t compare month to month.

Our team is working on resolving a defect in our system that shows “N/A” for the 2017 monthly cost. We hope to have a fix in place soon so you can continue to compare your monthly costs.

My bill graph is confusing. It lists some months twice, why?

If you receive two bills within the same calendar month, your bill graph will show two bars for the same month — one for each bill. For example, let’s say you get a bill on March 1 for your February usage, and another one on March 30 for your March usage. Your bill graph will list March twice (as “M”). The graph is accurately reflecting your usage for each billing period. We apologize for any confusion this may cause.

Better tools, better service

 

Security advancements

Protecting your personal information is a priority for us. In the often-changing world of cyber security the technology we use to serve you must meet security needs, today and tomorrow. This important update ensures that our billing system follows the latest cyber security guidelines, so your personal information continues to stay safe.

Better tools, better service

With our new system, customer service representatives will be able to see your account information easier and faster. That means they can efficiently make updates to your account and quickly connect you to the information you need, saving you time and hassle. This upgrade supports our commitment to provide you with exceptional customer service, now and in the future.