App questions and answers
General
If I use My Account on the We Energies website, how do I sign in to the app?
When you use the app for the first time, select “Sign In” and enter your My Account username and password. You must Sign In every 90 days as a security measure, or any time after Sign Out in the More menu.
If I haven’t created a profile or accessed My Account on the We Energies website, how do I access the app?
To create an app profile, you need your:
- Account number
- Account holder name (exactly as it appears on your bill, including middle initial, if applicable)
Last four digits of the accountholder’s Social Security Number or Federal Employer Identification Number.
After downloading and opening the app for the first time, select Register and follow the screen prompts, to access your account.
How can I contact We Energies about the app?
Go to
More > Support to reach app technical support.
App technical support:
800-452-3312How do I know I have the latest version of the app?
Go to More > Legal to see if your version matches the latest available in the Google Play or Apple App store. We recommend updating to the latest app version when available.
Account
Can I start or stop service in the app?
Yes. Go to More, then Manage Service to begin a start, stop or move service request.
Where can I change my account information?
Go to More > Account Preferences.
Where do I change the account nickname?
Go to
More > Account Preferences.
Where do I add another account to my profile?
Go to
More > Edit Profile > Add Account.
Where do I sign out of the app?
Go to More and use "Sign Out" at the top right corner of the menu.
Payment / Billing
Which credit cards can I use to make payments?
We accept MasterCard, Visa, Discover and American Express.
Can I store multiple payment methods?
Yes. Go to More > Add Payment Method.
Can I remove a payment method?
Yes. Payment methods can be removed in More.
Currently, you cannot change Automatic Payment Plan information in the app.
Where do I access a printable copy of my bill?
Go to My Bill > View this month’s bill.
Can I set up automatic payments?
You cannot set up automatic payments in the app. However, if you currently participate in an automatic payment plan, you can schedule additional one-time payments up to 120 days in advance.
Can I pay in the app if I’m an e-bill or autopay customer?
If you currently make e-bill payments you can schedule additional one-time payments up to 120 days in advance through the app.
Can I use the app if I’m signed up for Budget Billing?
Yes.
Can I view my billing history?
Yes. To see your current bill or billing history, select a date range in the drop-down menu at the top of the My Bill screen.
Can I cancel scheduled payments?
Yes. You can cancel scheduled payments by going to
My Bill > Access your payment history. Scheduled payments have an ellipsis (
…) that you can select to cancel payment.
When do I get a payment confirmation after making an app payment?
You receive an immediate on-screen confirmation as well as an email confirmation after making a payment. You also can sign up to be notified when your payment has processed. ACH payments typically take 2-3 business days.
Outage
Where do I report an outage in the app?
Go to Outages > Report an Outage.
Where can I get updates about a reported outage?
Your reported outage status appears at the top of the Outages screen. You also can set up outage alerts at More > Notification Settings.
Where can I see if an outage affects my area?
Go to
Outages > View outage map for all areas affected.
Can I report an outage for an address not listed in my account?
You can only report outages for addresses linked to your account. To report an outage for a property outside of your account, call customer service at
800-662-4797.