MyAccount FAQs

Q. Why should I register for My Account?
A. 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 questions or problems email: MyAccountSupport@nvenergy.com

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

A. 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?
A. 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?
A. 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”.  
A. 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

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

You must have Cookies enabled on your browser to utilize certain portions of our website 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
Listed below are instructions to enable Cookies in some of the most popular browsers.

Internet Explorer (Version 6.x, 7.x and 8.x)

  1. Select Tools from the menu bar
  2. Select Internet Options
  3. Select Privacy tab
  4. Click on the Advanced button in the “Settings” section
  5. Place a checkmark in the Override Automatic Cookie Handling box
  6. Select Accept for “First Party Cookies” and “Third Party Cookies”
  7. Click OK to save and close the “Advanced Privacy” window
  8. Click OK to save and close the “Internet Options” window

Mozilla Firefox

  1. Click on the Tools menu
  2. Click on the Options item in the menu
  3. Click on the Privacy tab
  4. From the drop down menu in “History”, select Use customer settings for history
  5. Place a checkmark next to Accept Cookies and Accept Third Party Cookies
  6. Click OK to save changes

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. After selecting Advanced you will see a section on the right-hand side named Cookies
  5. Select Accept all Cookies
  6. Click OK to save

Opera 7.x

  1. From the Opera menu, highlight Settings
  2. Select Preferences
  3. Click on the Advanced tab
  4. Highlight Cookies
  5. Select Accept Cookies
  6. Click OK to save and close Preferences window

Safari

  1. Select Edit from the menu bar
  2. Click on Preferences
  3. Click on the Security tab
  4. Under Accept Cookies, select Always or Only from sites I visit
  5. Click on the X at the top of the Preferences window to save and close

If you are still unable to access your account, after following the instructions, 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.”
A. 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.