MyAccount FAQs

Changes to Paperless Billing

Q. Why are you getting rid of the Checkfree billing and payment option?
We feel that this change will prove to be a benefit to our customers. NV Energy has added paperless billing and online payment to our website. Using MyAccount you will have access to several billing and payment options and up to 24 months of bill history. We also provide access to bill analyzer and energy audit tools designed to give you more control over your energy use. 

Q. I pay and receive my bill through my banking institution, what will be different about how I receive and pay my energy bill?
A.  As of the 28th of May, you will not receive bills through your institution’s website.  You will only be able to see up to 6 months of historical bills.  You can still continue to pay through your banking institution’s website but will not be able to view a current  bill.

Q. Will I still be able to pay my other bills using CheckFree

Yes. Our changes to Paperless billing do not affect any other aspects of CheckFree.

Q. Why have you stopped bill presentation through Checkfree/MyCheckfee account?  
A. NV Energy is always looking at ways of improving customer’s experience.  By creating our own paperless program we are able to provide payment history of up to two years, real-time payments, bill analyzing tools, and other added services.

Q. Will my other billers be affected?
A. No, your existing relationships with other billers who choose to continue using CheckFree will not be affected.

Q. Will I still be able to view previous bills?
A. Yes, once enrolled with MyAccount you will be able to view bill history up to two years

Q. Will my auto draft continue through CheckFree?
A.  You will not be able to automatically draft an NVEnergy bill payment in CheckFree.  Auto draft payments can be easily set up through MyAccount .   

Q.  Why should I register for My Account?
My Account gives customers easy to use tools that will assist them in evaluating and managing their energy use and determining which energy conservation programs are right for them.  Other features include:

• Pay your bills online immediately
• See 24 months of your previous energy usage
• Get conservation tips customized to your usage for home or business
• Check your account status and latest payments
• Analyze and graph your energy use
• Find ways to save energy and money
• See how the weather affects your usage
• View your energy usage month to month or year to year
• Compare your energy usage to other homes of the same size
• Complete a detailed Energy Audit

Completing Common MyAccount Steps

Problems with MyAccount?

For problems and questions email us at: MyAccountSupport@nvenergy.com

Q. Why am I getting an error that reads “Information Does Not Match Our Records”?

The “Information Does Not Match Our Records” error comes up most of the time for the following reasons:

• Customer has selected the wrong radio button when specifying where they live. (Northern NV is for the northern and central parts of the state and Southern NV is for the southern part of the state.)
• Where you live is actually the service location of the home or business
• The account may be under another name, such as your spouse
• Social Security number is not on file or the last 4 digits don’t match your input.
• Many customers do not have an SSN on file. My Account uses the SSN as a customer identification key and is required for registration on My Account.
• Call customer service to provide your SSN
• Your name is spelled incorrectly in our system and does not match your input
• There are times that we do not get your name spelled correctly. Double check the spelling of you name on your bill. Make sure that you have entered it exactly as it appears on that bill.
• If you find that we have not spelled you name correctly, please call customer service to have it corrected.
• Account number is entered incorrectly
• Double check the 19 digit account number on your bill. Make sure that you have entered it exactly as it appears on that bill.

Q. How do I get rid of usernames that I no longer use?
The website allows multiple usernames for each account. At this time there is no way to delete the additional usernames. If a username does not have any activity, it will be automatically deleted from the system. Look for future enhancements to our account management tools that will allow you to manage usernames.

Q. Why am I having trouble viewing the website correctly or I get an Access Denied error?
In most cases this occurs when an Internet Browser is not set up to accept cookies. You must have third party cookies enabled on your browser to utilize certain portions of our Web site. Please refer to the Cookies Help document on the website for instructions on how to enable cookies. If you have additional questions about cookies please visit Microsoft's Cookies FAQ page.

Q. After selecting my account from the account list, I am getting an error page that states “Your browser's cookie functionality is turned off”.  
Your Internet Browser is not set up to accept cookies. You must have third party cookies enabled on your browser to utilize certain portions of our Web site. Please refer to the cookies help section below for instructions on how to enable cookies. If you have additional questions about cookies please visit Microsoft's Cookies FAQ page.  

Cookies

Q. What are Cookies and why do I need them?
Cookies are used by Internet browsers to store information and make Web browsing a more efficient process. Our Web site uses Cookies to maintain information, like your Customer Account Number, when you move between pages.

You must have Cookies enabled on your browser to utilize certain portions of our Web site such as obtaining your account information. (Although you may access most areas of our site whether or not you have cookies enabled). 

Enabling Cookies in a Browser

Internet Explorer (Version 6.x and 7.x)
1. Select Tools from the menu bar
2. Select Internet Options
3. Select the Privacy Tab
4. Click on the “Advanced…” button in the “Settings” section
5. Check the “Override automatic cookie handling” box.
6. The “First-party Cookies” and “Third-party. Cookies” settings should both be set to either “Accept” or “Prompt”. If not, then please select one of these options and click OK.

Mozilla Firefox
1. Click on the Tools menu in Mozilla
2. Click on the Options item in the menu - a new window opens
3. Click on the Privacy selection at the top of the window.
4. Check the Accept cookies from sites and the Accept third-party cookies checkboxes.
6. Save changes by clicking Ok.

Safari
1. Click on the Edit in Safari
2. Click on the Preferences item in the menu - a new window opens
3. Click on the Security icon near the top of the window.
4. Under Accept Cookies the Always or Only from sites you navigate to must be selected.
5. Save changes by clicking Ok and go to one of the configuration pages again.

Opera 7.x
1. Click on the Tools menu in Opera
2. Click on the Preferences item in the menu - a new window opens
3. Click on the Privacy selection near the bottom left of the window.
4. The Enable cookies checkbox must be checked, and Accept all cookies should be selected in the "Normal cookies" drop-down.
5. Save changes by clicking Ok and go to one of the configuration pages again.

Netscape
1. Select Edit from the menu bar
2. Select Preferences
3. On the left side of the screen you will see Categories; highlight Advanced.
4. When you select Advanced you will see a section on the right-hand side named Cookies. Verify that “Accept all Cookies” is selected. If not, select it and click OK.

After following the instructions, if you are still unable to access nvenergy.com, please contact us with the specific errors.

Q. I have enabled cookies on my PC but I still get the error page “Your browser's cookie functionality is turned off”. 
Some other program or security settings on your PC may be causing the error. Contact your PC manufacturer for support. We also suggest trying another internet browser to access the site.