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Changes are coming to your account

Enova Power corp. (Enova) is consolidating its Customer Information System (CIS) to improve the customer experience and make it easier for you to access the information you need.

If you’re a customer in Waterloo, Woolwich, or Wellesley, your Enova account number is changing as a result of this change. Following the consolidation, you’ll see a new 10-digit account number on your invoice. There is no change to accounts for customers in Kitchener or Wilmot.

Don’t worry, you don’t need to do anything to update your banking information or account details, we’ll take care of everything for you.

We’re making changes to make your life easier. Find out more through the options below.

Important information for Pre-Authorized Payment Customers

A change in the formatting of some of our pre-authorized payment files has caused a processing delay.

We have made the necessary changes, and payments will be withdrawn from the affected accounts starting February 27, 2026.

We apologize for any inconvenience. Please be assured that there will be no late payment fees charged, and no impact on your credit rating.

If you have any questions or concerns, please contact our Customer Care team Monday through Friday, 8:30 a.m. until 4:30 p.m. at 226-896-1010 or by email at customer.care@enovapower.com.

What is changing with my account?

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Meet your new bill.

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Frequently Asked Questions.

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What you need to know about changes to your account

Enova is consolidating its Customer Information System to improve the customer experience and make it easier for you to access the information you need.

As part of this change, your Enova account number is changing. Beginning with your first bill following the consolidation, you’ll see a new 10-digit account number on your invoice. 

You can find your new account number in the upper right corner of your bill, as well as on the remittance portion at the bottom of the bill. 

New bill account number

There’s nothing you need to do. We’ll automatically update your account number in our system.

If you’re a Pre-Authorized Payment customer, or you pay your bill online, your account information will be automatically updated by your financial institution.

Changes to bill date

There may also be a slight change to your bill cycles and payment due dates.  This will be a one-time change as we work through the transition period. Your billing schedule will remain consistent moving forward.

Please be assured we are working to minimize any inconvenience to you, including being flexible on payment dates during this transition. If you have questions about the impact to your account, please call us at 226-896-2200 Monday through Friday, 8:30 a.m. until 4:30 p.m., or email customercare@enovapower.com.

Change to your My Account profile

If you are a My Account user, you will be prompted to reset your password the first time you log in following the transition. Follow the on-screen prompts to update your password and enjoy the benefits of online account management.

Get to know your new Enova invoice

Welcome to your new Enova invoice. You’ll notice some changes to your bill, including:

  • An easier-to-understand consumption graph on page 1. The new graph includes colour and decreases the number of bars from 12 to three.
  • Your electricity consumption details have moved. A detailed overview of your electricity consumption and bill details is now available at the top of page 2.

Hover your cursor or tap on the blue circles below to learn about your new bill.

New bill residential page 1

The customer information portion of your bill. This shows the customer name and the physical address for this account.

The total amount due on the invoice due date.

The total electricity consumed during the billing period.

The due date of your current invoice.

The Electricity Details portion of your bill is new.

This section shows your total consumption for your current billing period, the previous billing period, and the same billing period in the previous year.

The Charges & Credits Summary includes:

  • Previous Balance: the total charges on your previous invoice.
  • Adjustments: Late charges, bill corrections, or other charges on your previous invoice.
  • Payments Received: Total payments received since your previous invoice.
  • Charges this Period: Total charges for your current bill period.
  • Total Amount Due: The total amount owing by the invoice due date. The amount includes the current billing period charges and any unpaid amounts from previous billing periods.

This section contains important news and announcements from Enova Power Corp.

There are many ways to contact Enova Power Corp., including by mail, in person, by phone, by email, or online through Enova's website. 

The payment slip portion of your bill provides a quick summary of your current billing period, amount due, and payment due date. If you are mailing your payment, or making a payment in person, please include this portion of your bill with your payment.

This section is one of two places you will find your new account number. 

  • Account Number: Your new account number.
  • Invoice Number: The number of your invoice
  • Pricing Method: The pricing plan you are being billed on.
  • Account Type: This identifies your customer type.

This is the second place you can find your new account number.

This section also shows your name and invoice number.

New bill residential page 2

The Electricity Consumption portion of your bill shows your total consumption broken into tiers or pricing periods, depending on the rate plan you are using.

The Delivery section shows the costs of delivering electricity from generating stations across the province to Enova Power Corp. and then to your home or business. These charges include the costs to build and maintain the transmission and distribution lines, towers and poles and operate provincial and local electricity systems. A portion of these charges are fixed and do not change from month to month. The rest are variable and increase or decrease depending on the amount of electricity that you use. 

Visit enovapower.com/rates for a full explanation of what is included in the delivery line of your bill.

The Regulatory Charges portion includes charges to cover the cost of operating the wholesale electricity market. Charges are applied to the electricity you consume.

The total amount owing by your due date. This amount includes the current billing period charges, as well as any unpaid amounts from previous billing periods.

The Glossary of Terms provides information and definitions of terms found in your Enova Power Corp. invoice.

This reference section shows the pricing periods, tiers, and thresholds associated with your selected pricing plan.

The billing adjustment section shows any late charges, additional charges, credits or fees added, removed, or credited to your account

 

The Electricity Details section includes:

  • Meter #: The number associated with your electricity meter.
  • Reading Type: This shows if your metering reading was actual or estimated.
  • Number of Days: The number of days in your billing period for this invoice.
  • Previous Read kWh: The meter reading at the beginning of your billing period.
  • Current Read kWh: The meter reading at the end of your billing period.
  • Multiplier: A multiplier is used when the service requires measuring equipment to step down values for the meter to measure. The multiplier is used to determine actual usage.
  • Measured kWh: The amount of electricity consumed in the billing period
  • Adjustment Factor: When electricity is delivered over a power line, it is normal for a small amount of power to be consumed, or lost, as heat. In calculating your electricity costs for the billing period, your Measured Consumption is multiplied by this approved adjustment factor to account for those losses. Note that losses are not calculated on electricity generated.
  • Adjusted kWh: The measured kWh, multiplied by the Adjustment Factor.

Visit enovapower.com/rates for a full explanation of these terms and charges

This section contains a detailed overview of your electricity bill. This information was previously on the first page of your Enova invoice.

Frequently Asked Questions

We know you have questions about the upcoming changes to your account and your new-look Enova bill. Below are the answers to some frequently asked questions.

If you have questions at any time, please call us at 226-896-2200 and we’ll help you find the answers you’re looking for.

What is happening to my account number?

Your account number is changing from a 13-digit number to a 10-digit number. This change is a result of our Customer Information System consolidation, which will improve the customer experience and help streamline operations at our two offices.

You will notice this change on your first invoice after February 23.

When the change has taken effect, you will find your new account number in the top right corner of your invoice, as well as on the remittance section at the bottom of page 1.

New bill account number

There’s nothing you need to do to update your account. We’ll automatically change your account number in our system.

If you’re a Pre-Authorized Payment customer or someone who pays your bill online, your account information will be automatically updated through your financial institution.

Some customers will see a change in when they receive their bill and when their payment is due. They may also receive two bills in a short period as we adjust billing cycles through this transition.

The time between receiving bills will normalize moving forward.

Please be assured we are working to minimize any inconvenience to you, including being flexible on payment dates during this transition. If you have questions about the impact to your account, please call us at 226-896-2200 Monday through Friday, 8:30 a.m. until 4:30 p.m., or email customercare@enovapower.com.

You’ll see some changes in the look and feel of your Enova bill. These changes will make your bill easier to understand and will help to highlight the important information in your invoice. The most notable changes include:

  • Bill details are moving to the second page of your invoice.
  • Your consumption graph will now be in the centre of the first page of your invoice. The graph will also show only three lines of consumption information. 
  • Your consumption graph will display only your current billed consumption, the billed consumption from your previous bill, and the billed consumption from the same billing period last year. the first 12 bills will not show an amount for the previous year because no consumption has been recorded in the new system yet.

You can learn more about the features of your new bill through our online bill explainer.

The change to your account will also impact your My Account profile. You’ll be required to change your password the first time you log in following the transition. 

Not a My Account subscriber? Sign up now at enovapower.com/onlinetools.

This change only impacts customers in Waterloo, Woolwich, and Wellesley. Customers in Kitchener and Wilmot will see no impact to their current account numbers or bills.

Yes, as a result of the CIS integration, your payee information will change. Your payee will now be Enova Power. If you previously set up Enova as a payee with your financial institution, you don’t need to do anything; this change will be made automatically.

If you are setting up Enova as a payee for the first time,  remember you’ll need your account number to set up payment through your financial institution.

Yes, as a result of the CIS integration, there is a small change that will impact eBilling customers. Beginning with your first invoice following the cutover, you will receive your eBill from noreply@enovapower.com.

As a retailer customer, there will be impacts to your account. 

We are suspending billing for customers with electricity retailers for a short period while we complete our system integration because of the timing of when our current customer information system sends and receives information between Enova and the retailers.

Yes, you must pay both bills. However, the second bill will show the amount that was not billed during the transition period as a past due amount. You can either pay both bills the amount that is due separately, or the total amount on the second bill.

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