| S. No. | FAQs |
|---|
You can find your Account Number on the top left side of your bill.
Located after the meter # on the top portion of
your bill.
Please register with a valid email address. You will receive your account activation email on the email address provided.
The list of all your registered addresses will be displayed in the 'Property Address' section of 'My Account' module. To view the information of other address(es).
1. Navigate to 'Property Address' in 'My account' module.
2. Select the address as default using radio button and save the information OR choose the address from 'Select the address' drop down on the toolbar.
Note: The entire flow of information across the application changes based on the addresses selected as default.
Yes, ENSTAR ensures
all personal data remain confidential with the maximum level of security.
1. Go to the ENSTAR web portal/application.
2.
Click Register.
3.
Enter all the required
information. For assistance, you can refer to FAQs and video.
Upon
successful submission, the system generates an email with an activation link
and sends it to the email address provided.
1.On the Login screen, click Forgot Password.
2.Enter your registered account number and email address and click Submit.
Upon successful submission, the system generates an email with a confirmation link and sends it to the email address provided to reset the password.
3.Click the password reset link and enter your security answers provided at the time of registration.
4.Click Next to proceed with updating the New Password and Confirm Password fields to complete the password reset process.
If you have forgotten the answers to security questions, you need to contact ENSTAR Customer Service and get your temporary password to log on to the application. The temporary password can be used only once. Once you log on with a temporary password, you must either change your password or request for new temporary password for the next logon.
1.On the Login screen, click Forgot User Name.
2.Enter your registered account number and email address and click Submit.
Upon successful submission, the system generates an email and sends it to the email address provided with the requested user name.
For any other issue related to signing in, click Problems Signing In, enter your account number and email address and comments mentioning concerns/issues, and then click Submit to notify your administrator via email.
Yes, you can perform the following tasks without logging on to SCM:
1.Pay your bill
2.Contact the Utility
3.Refer to frequently asked questions
4.View payment locations for making physical payments
Web Portal
1.On the landing screen, click the Person (
) icon, upper right hand corner.
) icon, upper right hand corner.2.Click Change Username or Change Password, as required.
3.Enter your old and new user name or password to be changed.
4.Click Submit.
You are logged out of the application on a successful attempt.
5.Login again with new credentials.
Mobile App
1.Tap the user icon.
2.Click Change Username or Change Password, as required.
3.Enter your old and new user name or password to be changed.
4.Tap Submit.
You are logged out of the application on a successful attempt.
5.Login again with new credentials.
Please ensure you have required fields from ENSTAR , such as Account Number and Primary Phone Number of the property and you enter them correctly. The system blocks your IP after more than 10 unsuccessful registrations attempts within 24 hours. Contact ENSTAR to unblock your IP.
Please ensure you have entered your user name and password correctly. The system blocks your account after more than 10 unsuccessful login attempts within 24 hours. Contact ENSTAR customer care to unblock your account.
In the My Account module, the Profile tab allows you to update your Mobile Phone, Alternate Phone, Email Address, Mailing Address, and Security Questions. To complete the registration process you MUST click on the link in the activation email. The link will expire in 24 hrs.
The account that you are attempting to link cannot already be registered nor have the same email address as the existing account. In the My Account module, under the Profile section, click Link Account, and enter the required information to link your new account to an existing account.
Yes, you may add your account registered with ENSTAR. In the My Account module, under the Profile section, click Add Account, and enter the required information to add your additional account to the same profile. Once the account is added, it reflects in the list of property addresses, selecting which the information on the application changes respectively.
Select the Notification Preferences checkbox on the Registration page to opt for email notification. You can update the email notification type under Settings in the My Account module later for Billing, Connect Me and Service. You can add only one contact number/email address for each notification type.
Select the Paperless Billing check box on the Registration page to opt for paperless billing. You can update this selection under Settings. In the My Account module. A marked checkbox indicates that you don’t need physical bill. The application sends you an auto-generated email when you update your selection.
You are automatically logged out from the application if you are idle for 10 minutes after logging on.
Once registered, a customer cannot unsubscribe or delete the online portal account. However, utility administrator has the right to disable customer’s service account.
A customer has to wait for 24 hours to login again to the application. Customer can also connect with Utility’s customer service for assistance.
How can I invite another user and delegate access to my account?
In the My Account module, navigate to the Guest User tab and click Invite User. Enter the required user details and click Submit. The application sends an invitation to the guest user. This link is valid for only 24 hours. After that, a new invitation link will need to be sent to the guest user in order to activate access. You can assign only one role to a user. A Guest User is not authorized to invite other users.
In the My Account module, navigate to the Guest User tab. The application displays the list of guest users in the Guest User section. To edit the user access, click Edit next to the user in the Guest User section. Edit the required details and click Submit.
Two guest users may be added to Residential or Commercial accounts, respectively, held by you.
Yes, you can revoke guest user access for any account by using the trash icon for the respective guest user. Once the deletion is confirmed, guest user will not be able to access your account.
Guest user with Property Manager type access can make bill payments with their own payment methods. Guest user with Guest Access is not authorized to make any bill payments for the owner account.
In the My Account module, navigate to Profile tab. The application displays all the Service Accounts held by you, along with your role for the accounts. For your self-owned accounts, the role is described as “Owner” whereas if you are a guest user to an account, your role is defined as a “Property Manager” or “Guest Access”.
Yes, you can view usage information for the required meter. By default, the system displays usage data for all the meters associated with this account.
Applicable for Residential Customers
Your account information is confidential. Usage data, meter, and property information is accessible only by the Account holder and ENSTAR.
Applicable for Business Customers
In the Usage module, you can view graphs and charts illustrating consumption and current/historical usage comparisons.
Applicable for Residential Customers
In the Usage module, you can view graphs and charts illustrating consumption and current/historical usage comparisons for all meters associated with your account.
Keeping your information confidential and secure is our topmost priority. The username and password you create for your account are unique identifiers only accessible to you.
Yes, you will be alerted when your bill is due through Email.
Payments can be made using your Credit/Debit Card or Bank Account. Navigate to the Billing module and click Pay Now under the Utility Bill section. You may also elect to enroll in auto pay.
A request for payment arrangement can be made through a service request to ENSTAR.
Yes, you may go to ENSTAR’s office to make payments. 24/7 Payment Kiosks are available. In the Billing module, under Payment Location, ENSTAR’s payment locations display in a list/map view.
If the payment was submitted using a credit card, call ENSTAR Customer Service immediately to check if cancelling the transaction is possible.
In the Billing module, click the Auto-Pay Tab. Select either Credit Card Auto Pay or ACH
Auto Pay. If you choose the Credit Card
option, selecting the link will take you to the Account Summary page. Select Manage Payment Method from the menu options
listed on the left side to add your credit card information. Then select Set Up Auto Pay from the menu options on the left to enroll in the program. If
you need further assistance, please contact ENSTAR.
In the Billing module, click Billing Queries, a pop-up window opens on the screen. Here you may send an email request for billing and payment related inquiries to ENSTAR.
In the Connect Me module, click the Budget Billing tab. To request enrollment in Budget Billing, complete the service request form for Budget Billing. Open enrollment occurs May 1 thru July 31st. If you wish to enroll outside the Open Enrollment period, contact ENSTAR Customer Service directly for options.
Once logged in, navigate to the Service module, you can submit a service request by clicking the Reason field and selecting one of the drop downs for stop service, start service or service transfer. Once you have selected the reason, complete the form and click Submit.
Yes, each service request will have a distinct work number assigned.
Once submitted, a customer cannot cancel a start service request. Only utility can further process the request and take the required action.
In the Notification module, you will find all emails from ENSTAR with regards to updates and Utility information. This module also allows direct response to email notifications, enabling real-time two-way communication with ENSTAR.
In the Connect Me module, fill-in all required fields, such as select a Topic, create a Subject, and add Comments, then click Submit. ENSTAR will receive all submitted information via email.
Login to your My Enstar portal. Click the Usage menu option. Here from the drop-down list, you can select the Portfolio for which you wish to see the Gas usage charts. You can also select multiple accounts and view the consolidated Usage for the selected accounts.