Frequently Asked Questions
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- Frequently Asked Questions
Customer Portal, Billing, Payments, and Services
I didn’t receive my bill (or it’s late): what should I do?
First, check your junk/spam emails and your Customer Portal. Make sure the email address on file is correct. If you can’t find the bill, contact the Contact Center.
How do I understand my bill (amount, due date, fees)?
Your bill generally shows: the billing period, any equipment you are renting or financing, as well as the previous balance and payments received. If you have questions, our Contact Center is available Monday to Friday from 8:30 a.m. to 4:30 p.m. at 1 822 550-ENOV or by email at enov@enbridge.com.
How can I pay my bill?
The available options to make your payments are as follows:
- Payment through your financial institution (online or in branch). Please add Enbridge Énov to your list of payees;
- Pre-authorized payment from your bank account. Visit the Customer Portal to sign up for this payment method or contact the Contact Center
How do I enroll in (or cancel) pre-authorized debit?
When you receive your contract (rental or installment sales program), complete the attached pre-authorized payment authorization to enroll in the program. Your bill amount will then be withdrawn automatically each month on the due date shown at the bottom of the bill.
If you would like to cancel the pre-authorized payment program, please contact the Contact Center by phone or email.
My payment doesn’t appear on my bill: what should I do?
Check the processing time (often 1 to 3 business days). Make sure you used the correct account number and the correct payee in your financial institution. If the amount was withdrawn but still hasn’t been applied after the expected timeframe, contact the Contact Center.
How do I create an account or log in to the Customer Portal?
After you sign your rental or installment sales contract, the Contact Center creates your account in the Customer Portal. You will then receive an email with your login details so you can access your account (also check your junk/spam folder). Once logged in, you can view your bills, payment history, and services. You can also enroll in the pre-authorized payment program if you wish.
I’m moving: how do I transfer my service or close my account?
If you are enrolled in the equipment rental program, your rental contract can be transferred to the future homeowner. Inform Enbridge Énov of your moving date as soon as possible, either through our online forms or by contacting the Contact Center by phone or email.
If you are enrolled in the installment sales program, this type of contract cannot be transferred. If you move, you will need to pay the full outstanding balance in order to close your account.
Need help?
If your question isn’t covered here, please don’t hesitate to contact the Contact Center.
Our Installment Sales Program
What is an installment sale?
An installment sale is a payment option that lets you spread the cost of purchasing and installing an eligible heat pump or generator under a credit agreement.
Is the installment sale available to everyone?
Credit is offered subject to approval. Eligibility depends on each customer’s situation.
Where can I get the terms and conditions of the installment sale?
The applicable terms and conditions are provided during a personalized discussion with our team, to reflect your situation and needs.
How can I learn more about the options available?
The installment sale is available for eligible heat pumps and generators only.
How can I learn more about the options available?
Simply contact our team. An advisor will walk you through the available solutions and answer your questions.
How can I access my account information, such as my balance or payment due date?
Your account will be created and activated on our Customer Portal platform within a short period of time after you sign your installment sales contract. The Customer Contact Centre will then email you your login information. The Customer Portal allows you to view your invoices, payment history, and account information.
If you have not received your Customer Portal login information, please contact the Customer Contact Centre for assistance.
Will I receive a monthly invoice?
Yes. Invoices are issued monthly, and you will be notified by email each time an invoice is available.
If I have questions about my invoice, how can I contact you?
Our customer service team is available by phone Monday to Friday, from 8:30 a.m. to 4:30 p.m., at 1-844-550-ENOV. You can also reach us by email at enov@enbridge.com.
How can I make my payments?
You can make your payments in two ways: by pre-authorized debit from your bank account or by bank transfer.
You can enroll in pre-authorized debit in your Customer Portal. Enrollment is generally completed when you sign your contract. You can confirm this in your Customer Portal or contact our Customer Contact Centre.
To make a bank transfer, add Enbridge Énov to your list of payees in your banking app or at an ATM.
If I move, what should I do with my account?
To report a move, please use our “You are a customer” form, under Customer Service, then Address change, available by clicking here, or contact the Customer Contact Centre.
Repair Service Under an Installment Sale
If my equipment is not working properly, what are my options?
If you experience an issue with your equipment, contact the heating and air-conditioning company that completed the installation to schedule an appointment with one of their certified technicians.