S. No  FAQ Answer 
1 How do I register for 'NL Hydro' App?
1. To access the 'NL Hydro' application download the app from Google Play Store/ Apple App Store.
2. To access the application on web browser , click the url
3. Click Register  to provide all the valid mandatory information.
4. Once submitted, you get successfully registered as a user of 'NL Hydro Smart Customer Mobile'

Note : To register you must be a current customer and must have a valid email address on file.

If you are not currently registered for NL Hydro service, call
1-888-737-1296 to get started.
2 How do I change, add, or delete my email address?   Please follow these steps to add/update/ delete your email address

1. Navigate to 'Profile' in 'My Account' module
2. Enter the new email address in the Email ID field.
3. Click Save to update the changes made to your profile information.


Or

Call customer service at 1-888-737-1296
3 How do I change or reset my password?  
1. Select 'Change Password'. This option is avaialble on the Top Menu of all pages
2. Provide the valid mandatory information and click'Save' to save the changes .

The new password must meet the following criteria:

1) 8 characters minimum up to max of 24
2) Must contain one capital letter
3) Must contain one numeric
4) Must contain one special character ({ } ( ) [ ] # ? ! * $_ @ % ^)


Note : If you have attempted for a password change upto seven times in the past 24 hours, you may contact us via phone   at 1-888-737-1296

Or

Contact us via email using hyperlink Contact Us to assist with your Login problems.
4 How do I complete the account recovery process? 

Seven consecutive unsuccessful attempts (within 24 Hours) at providing your password will lock your account.

To recover your account Contact us via email using hyperlink Contact Us to assist with your Account Recovery Process .

Or

Please call customer service at 1-888-737-1296
5 Will I be able to chat or send  messages through the app with NL Hydro customer service representatives?  You can directly connect with NL Hydro customer service representative using 'Connect Me' module.

1. Login to NL Hydro Smart Customer Mobile
2. Select 'Connect Me' from the menu bar
3. Select the 'Topic' and provide the required mandatory information.
4. click 'Submit' and successfully send messages to the customer service representatives.


For any responsess received from the CSR navigate to the 'Inbox' folder of 'Notifications' module. You can also reply to the messages received, using 'Notifications' module
6   How do I contact customer service if I face Logon problems? Contact us via email using hyperlink Contact Us to assist with your Login problems.

Or

Please call customer service at 1-888-737-1296
7 How do I contact customer service if I face Logon problems? Contact us via email using hyperlink Contact Us to assist with your Login problems.

OR

Please call customer service  at 1-888-737-1296
8 Where can I find Bank Routing number? Canadian transit numbers are regulated by the Canadian Payments Association. A number has the following form:
XXXXX-YYY
where XXXXX is a Branch Number, and YYY is an Institution Number.

Your Account number and Transit number can be found at the bottom of your checks:

9 How do I view the history of past bills/ payments?   Please follow the steps below to pay using new Credit/ Debit card / Bank Account:

1. Navigate to 'History' in 'Billing' module.
2. Select 'Billing' or 'Payment' hyperlinks to view the following Billing/ Payment details : a. Billing/ Transaction date
b. Quantity transaction
c. Status
d. View Bill- to download the bill in PDF format

You can also select the period for which you require the history of bills/ payments.
10 Can I have a copy of my service request sent to my email address?  Yes, a copy of all Service Requests raised by you will be forwarded to your email address that has been registered with us.
11 If multiple addresses are registered, how can I view the related information of each address? The list of all your registered addresses will be displayed in 'Mailing Address' section of 'My Account' module.

To view the information of other address(es)
1. Navigate to 'Mailing Address' in 'My Account' module
2. Select the address as default using radio button and save the information.


Or

Choose the address from "Select the address' drop down on the tool bar

Note : The entire flow of information across the application changes based on the address selected as default.
12 Who am I being compared to?  You are being compared to a group of about XXX people whose homes are similar in size and located close to yours .
Please follow these steps to view your comparion with Efficient homes :
a. Navigate to Billing Module
b. Click to open 'Efficiency Rank'.

You can see your monthly savings, the average savings of most inefficient neighbours and the average monthly savings(CAD) of the most efficient neighbors.
13 How were the homes chosen for comparison?  To ensure your comparison is valid, we've chosen specific homes that are nearby and have characteristics that typically lead to similar energy needs such as home size, occupany details and heating source
14 Am I only compared to the efficient homes in my neighbourhood? No, you are also being compared to yourself, users in your zip code and users in your utility.

Please follow these steps to view your comparion :
1. Navigate to 'Compare Spending' module.
2. Click 'Compare Me' to view comparison of your total year-to-date power/power/gas usage to the same period last year.
3. Click 'Compare Postal' to view comparison of your power usage to your the average usage of users in your postal code over the last year.
4. Click 'Compare Utility' to view comparison of your power/power/gas usage to your the average usage of users in your utility over the last year.
5. Click 'Compare All" to view all the above comparison in a single view.
15 How do I receive alerts or notifications from my utility? To receive alerts or notifications from the utility, please follow the steps given:
1. Navigate to 'Settings' in 'My Account' module.
2. Select the check boxes to enable the type of notifications which you want to receive
3. Click 'Save' to save the changes made in the settings.

All the utility correspondences in the form of email will be received in 'Notifications' module . You can access the emails in the inbox and respond to the emails via this module.

Note: No new emails can be generated through Notifications module.
16 Can I get a detailed view of my power usage online? Yes, 'Usage' module provides you with a graphical representation of your usage data for 'Monthly' and 'Daily' usage.
You can view the cost information of your usage by selecting '$' and also download the entire data in excel or pdf format.

Using date picker you can view your usage data upto past 36 months.
17 Who else can see my usage ? We understand your concern about privacy. We abide by the law and make sure that usage data belongs to the consumer and can be shared only when authorized in writing by the consumer or authorized by regulatory authorities.