Even when you have a utility eligible for our Auto-Pay (formerly Bill Pay) program there are some instances where we cannot immediately enroll you. You can find some of the most common reasons here, as always please reach out to our Member Experience team with any questions.
Utility Account is Past Due
If you have an outstanding balance or a payment arrangement with your electric utility we may not be able to enroll you. As soon as your utility account is no longer past due or the payment arrangement is complete, let us know on your Arcadia dashboard or by contacting our Member Experience team.
The Utility Account is Enrolled in Third Party Paperless Billing
If you use a third party for paperless billing, such as your bank or MyCheckFree, we won’t be able to properly enroll you until third party paperless billing is removed. Once you have removed your third party paperless billing, let us know on your Arcadia dashboard or by contacting our Member Experience team.
The Utility Account is Enrolled in Paperless Billing With a Different Login
Some utilities give you the option of having multiple online profiles for one utility account, however, only one online account can control paperless billing. To properly enroll you in our Auto-Pay program we’ll need the login provided to be associated with paperless billing. You can either provide us with the alternate login or change the account associated with paperless billing. Once updated, let us know on your Arcadia dashboard or by contacting our Member Experience team.
Service Address Provided Doesn’t Match Utility Bill
If you’ve provided a service address that does not match what’s on file with your utility we won’t be able to activate your account until we receive an updated address. Please make sure to provide us with the address where your utility delivers electricity, this may be different from your mailing address. Please update your service address on your Arcadia dashboard or contact our Member Experience team.
Utility Account is Not Completed
If your online utility profile does not have an electric account attached we won’t be able to finalize your Arcadia account until your utility profile has been completed. You can do this by going to your utility’s website and finishing your account. Once your utility account is complete, let us know on your Arcadia dashboard or by contacting our Member Experience team.
Utility Account is Not Active
If the login provided does not have an active electric account attached we won’t be able to finalize your account until an active electric account is attached. If you have changed utilities, please reach out so we can update your account. Once you have updated your utility account with your new electric account, let us know on your Arcadia dashboard or by contacting our Member Experience team.
Utility Account Has no Electric Usage
At this time, Arcadia is only able to support accounts with electric usage attached. If a login is provided for an account that has only gas or water usage we will not be able to activate the account. If the utility provided at signup is different from your electric utility, please reach out to our Member Experience team to update your account. Otherwise, please provide us with the login associated with your electric account by updating your Arcadia account.
Utility Account is Not Eligible for our Auto-Pay
There are several reasons why your account may not be eligible for bill pay including but not limited to:
- Multiple Meters on the Utility Bill
- Irregular Billing Cycle
- Net Metering (Some Utilities)
- Utility Only Accepts Cash or Prepayment
- Two Factor Authentication (Some Utilities)
- Utility Account is for a Business
Don’t worry, if you’re not eligible for our Auto-Pay program you can still support clean energy by making sure your electricity is matched with clean and renewable energy. If we find your account is not eligible, a member of our Member Experience team will reach out with more information.
Stil have questions? Reach out to our team at firstname.lastname@example.org. You can also reach out to us by phone at (866) 526-0083 between 9am and 5pm EST, Mondays through Fridays.