Frequently Asked Questions
Click on question from a category below to find answers to Frequently Asked Questions. If you can't find the information you're looking for, Contact Us.
New Account Number – Customer Information System Upgrade
- Why did my account number change?
- How will I know my account number has changed?
- Do I need to use my new account number to pay my bill?
- What if I pay my bill using the No Fee Electronic Check, an online banking service, PreferredPay™ auto bank debiting, E-bill Service using bank debiting via CheckFree or by mail?
- Will my bill increase because of my new account number?
- What else has changed?
- What won’t change?
- What if I still have questions?
- I used to be a registered Account Manager, but now I can’t get into my account. What should I do?
- If I have multiple accounts can I delete the ones I'm not using in Account Manager?
- What do I do if I forgot my username or password?
- How do I know how much my last payment was to register?
- How do I make a payment through Account Manager?
- Can I make a payment online without registering as an Account Manager?
- Is there a fee to make a payment online?
- I am a brand new customer. Am I able to register as an Account Manager?
- When is the website down for maintenance?
Account Managers With Multiple Accounts
- I have multiple Idaho Power accounts. Is there a way to add all of my accounts so that when I log in I can see all of my accounts at once?
- After adding accounts to my Account Manager profile, it seems like it takes a lot longer for my account data to load. Is there anything I can do to reduce my wait time?
- Why does it take so long to load my account data for multiple accounts?
- I got a new job and am now responsible for my company’s energy management or bill pay activities. I don’t know or have the prior registration information (including username, password, email address and the answers to the security questions). What should I do?
- Is there a way for two people from the same company to both be able to register and log in to Account Manager?
- I have one Idaho Power account number, but multiple meters under this one account number. It seems like it takes a long time for my account data to load following log in. Is there anything I can do to speed up this process?
- If I add a nickname within Account Manager to one of my accounts, will it display on my Idaho Power bill too?
Pay My Bill (No Fee Electronic Check)
- Does the company offer any no fee bill payment options?
- How do I make a payment through Account Manager?
- Can I make a payment online without registering as an Account Manager?
- When will Idaho Power be notified about my pending Pay My Bill payment?
- When are these payments processed?
- How long does it take for these payments to be deducted from my bank account?
- How do I cancel or correct my Pay My Bill payment?
- What happens if my payment is returned for non-sufficient funds (NSF)?
- My service is scheduled for disconnection today; must I notify Customer Service I made a Pay My Bill payment?
- Can I pay my bill online if my service has been disconnected?
- Can I use multiple banking accounts?
- Does Pay My Bill save my banking information?
- How do I know my banking information is secure with Pay My Bill?
- Can I make a payment with a credit or debit card?
- Why is a fee associated with credit card and debit card payments?
- Can you notify me electronically when my bill is ready to be paid?
- Does Idaho Power offer a monthly automatic bill pay option?
- What is the Service Charge on my bill?
- Why is my bill so high?
- I have problems paying my bill. What should I do?
- I’m building a new home. What is the cost for new electric service installation?
- Is a deposit required to start service?
- What equipment does Idaho Power fix and what am I responsible for?
- How are trees pruned?
- What is Budget Pay?
- Why is it better than just paying Idaho Power for what I use each month?
- How does Budget Pay work?
- What if I paid too much?
- What if I paid too little?
- Does the budget amount ever change?
- Can I go on Budget Pay at any time?
- Are there any other important requirements?
- Are there any other programs that could make paying my energy bill easier?
- What is PreferredPay™?
- How does it work?
- How is it easier than paying by check each month?
- Do I pay any charges for PreferredPay™?
- Does this work well with Budget Pay, where I pay the same amount each month?
- Will I still get a paper bill from Idaho Power?
- How soon after I sign up will my PreferredPay™ payments begin?
- How will I know my bill has been paid?
- What if there is not enough money in my bank account to cover the payment?
- What happens if I change financial institutions?
- What if I move?
- How do I sign up for PreferredPay™?
- How do I cancel PreferredPay™?
- What is E-bill Service?
- How does E-bill Service work?
- How do I sign up?
- Will I still receive a paper bill in the mail if I sign up for online bill pay through CheckFree?
- Will my financial privacy be protected?
- What happens if there is a mistake with my E-bill payment?
- Can I use E-bill Service with Budget Pay?
- How do I stop using CheckFree's online billing service?
- What happens if I'm late paying my bill?
- What is Summary Billing?
- How many accounts may be combined for Summary Billing?
- What if I am unable to pay the entire amount due?
New Account Number – Customer Information System Upgrade
We've updated our customer information system, which stores your account information and calculates your bills, so we can continue to provide you with excellent customer service.
The new account number will appear on your first bill after the update. We’ll remind you the change has taken place with a message on your bill statement and on your bill’s outer envelope — Your account number has changed!
We recommend you update your records and start using your new number as soon as possible. However, don't worry if you forget. We have retained your old account number to make payments and other transactions seamless for you.
4. What if I pay my bill using No Fee Electronic Check, an online banking service, PreferredPay™ auto bank debiting, E-bill Service using bank debiting via CheckFree, or by mail?
- Online No Fee Electronic Check
You still can pay your bill online. We recommend you update your personal records and start using your new account number as soon as possible.
- Online Banking Service
- PreferredPay™ Auto Bank Debiting
Automatic deductions from your bank for bill charges will be processed the same way they were before your account number changed. No action is required on your part.
- E-bill Service using bank debiting via CheckFree
Your bill will continue to be delivered directly to your email inbox. However, we recommend you update your online banking records with your new account number as soon as possible.
- Check by mail
Continue to send your check or money order, along with your payment stub, to Idaho Power in your bill’s return envelope.
You can continue to use this service, but you should update your online banking records with your new Idaho Power account number as soon as possible.
No. Changing your account number has no impact on your monthly electric bill. However, variations in electric usage and weather can cause a slightly higher than normal bill.
If you've registered as an Account Manager and have completed a Home or Business Profile within the Savings Center, you'll need to recreate your home or business profile data. We recognize this may be inconvenient. Every so often it's a good idea to reassess whether your household or business has changed in any way and how those changes might affect energy use. Thank you for your patience.
Your meter number will remain the same.
Contact Us or our Customer Service Center for assistance; call 208-388-2323, or 1-800-488-6151 from outside the Treasure Valley. We're available weekdays from 7:30 a.m. to 6:30 p.m.
1. I used to be a registered Account Manager, but now I can’t get into my account. What should I do?
If you're still registered and can't recall your login information, go to the “Forgot Password” or “Forgot Username” links in the “Account Manager Login” panel available from every page and follow the instructions.
No, you don’t have the online capability to delete accounts from Account Manager. However, for accounts you do not wish to display, go to "Update My Profile," under the Account Manager menu and uncheck the "Display This Account" box for that account.
To actually delete any accounts, call us at 388-2323 from the Treasure Valley area, or 1-800-488-6151.
Just click on the “Forgot Password?” or “Forgot Username?” links within the Account Manager Login panel available from every page. You will need to enter the email address you registered with. Instructions will be sent to your email account on how to retrieve your login information.
If you've changed your email address following registration, or haven't received an email from us following your username or password reset, call us at 208-388-2323 from the Treasure Valley area, or 1-800-488-6151.
It can be found on your latest bill from Idaho Power.
From the home page, click on the "Pay My Bill" button, or log in to Account Manager and click the "Pay My Bill" button. This will allow you to make an electronic bank payment without paying a fee.
Yes. Under the Service and Billing menu, select the ”Residential” or “Business” link. Under Billing and Payment information, click "Ways to Pay." E-bill through CheckFree, and the convenience payment options by credit card or check allow you to pay online without registering.
There is a $2.85 fee for paying online or by phone with a credit card or check.
Once you've received your first month's bill, you will be able to register as an Account Manager.
Every day for 10 minutes, between 8 and 8:10 p.m., and Saturday from 8 p.m. to 2 a.m. Sunday.
Account Managers With Multiple Accounts
1. I have multiple Idaho Power accounts. Is there a way to add all of my accounts so that when I log in I can see all of my accounts at once?
Yes. To get started, register one of your accounts and then use the “Add An Account” link (left navigation) to add additional accounts. If you have a large number of accounts to add, however, please see the answer for question 2 below.
2. After adding accounts to my Account Manager profile, it seems like it takes a lot longer for my account data to load. Is there anything I can do to reduce my wait time?
To help your account information load quicker, click the “Update My Profile” (left navigation) and under the “Display This Account” column, uncheck all of the accounts you do not need to view when you first log in.
Because we provide customers with a large amount of energy use data and analysis for each account, customers with multiple accounts may notice longer load times as our system works to gather and display this data. If you have a large number of accounts, please see the answer for question 2 above to learn what you can do to help your account information load more quickly.
4. I got a new job and am now responsible for my company’s energy management or bill pay activities. I don’t know or have the prior registration information (including username, password, email address and the answers to the security questions). What should I do?
Call our Customer Service Center at 208-388-2323 from the Treasure Valley area, or 1-800-488-6151, so you can get a username/email address and password reset. You’ll then be able to log in and update your password and the answers to the security questions.
5. Is there a way for two people from the same company to both be able to register and log in to Account Manager?
Yes. Each person would simply follow the same registration process.
6. I have one Idaho Power account number, but multiple meters under this one account number. It seems like it takes a long time for my account data to load following log in. Is there anything I can do to speed up this process?
Contact your Customer Representative to review your account and discuss possible options. If you don’t have a Customer Representative, call our Customer Service Center at 208-388-2323 from the Treasure Valley area, or 1-800-488-6151.
7. If I add a nickname within Account Manager to one of my accounts, will it display on my Idaho Power bill too?
No, not at this time.
Pay My Bill (No Fee Electronic Check)
Yes, we offer a free online electronic bank payment option available through Account Manager.
We also offer free E-bill Service and PreferredPay™. With E-bill you receive your bill via email with the option to pay electronically through CheckFree. With PreferredPay™ you receive a paper bill but pay via automatic bank debiting.
Click the “Pay My Bill” button or log in to Account Manager and select the No Fee Electronic Check option. This will allow you to make an electronic bank payment for no fee.
Yes, find additional payment options on the “Ways to Pay” page. These options include PreferredPay™ and E-bill Service through CheckFree and are available for no charge. You also can elect to pay by credit card, debit card, or check by phone, through NCO Financial for a convenience fee of $2.85.
Idaho Power Customer Service normally receives notification within minutes of your payment submission.
Your online payment is reflected on your Idaho Power account the morning of the scheduled payment date and deducted from your bank account within three business days, depending on your bank’s processing time.
About one-to-three business days, depending on your bank’s processing time.
Log in to Account Manager to cancel or correct a pending payment.
A $20 returned payment fee will be applied to your Idaho Power account. Your bank may charge you additional fees.
9. My service is scheduled for disconnection today; must I notify Customer Service I made a Pay My Bill payment?
Yes. It’s important to call Customer Service to confirm the payment has cancelled the service disconnection. Call 208-388-2323, or 1-800-488-6151 outside the Treasure Valley.
Yes. Once you’ve made a payment, call Customer Service to re-establish service at 208-388-2323, or 1-800-488-6151 outside the Treasure Valley.
Yes. However, you can only use one bank account at a time for each payment.
Depending on your preference, you can choose to save your bank account information, or enter your information with each payment transaction.
Yes, but please note a $2.85 convenience fee will be applied. For other payment options, visit the Ways To Pay page.
Credit card companies and banks charge transaction fees to merchants to recoup costs associated with their credit card/debit card services. These fees, called interchange fees, add up quickly for companies processing large numbers of payments, like Idaho Power. Out of respect for our customers, Idaho Power has chosen not to absorb these fees as they would result in higher prices for all our customers, not just those who choose to pay with a credit/debit card.
Yes, our E-bill Service offers free electronic billing. Learn more.
Yes, automatic bank debiting is available through our PreferredPay™ program. Learn more.
The service charge is a flat fee that helps recover costs involved with maintaining meters, lines and billing. Learn more by visiting the Bill Glossary.
There are many reasons a bill appears high, including changes in the amount of energy you use, the effects of weather and changes in electricity rates. When trying to determine why your bill is high, first compare this year's energy use to last year's by checking your bill. Look for the heading "Your Electric Use Pattern" on Page 2 of your bill. To help lower your energy costs, check out the Energy Efficiency information and tools. If you still have questions and need more information, call us at 208-388-2323 from the Treasure Valley area, or 1-800-488-6151. Personal assistance is available weekdays 7:30 a.m. to 6:30 p.m., Mountain Time. Please note: Monday is our busiest day. It may be easier to reach us Tuesday through Friday.
From time-to-time, many customers experience financial problems that make paying their bill on time difficult. We care about our customers and we'd like to work with you.
Here's what you can do: Contact us as soon as you can; the quicker you do, the more likely we'll be able to make arrangements that work for you and for the company. If your problem is temporary, we're confident we can reach a suitable agreement. If your situation is likely to last for some time, one of our experienced professionals can work with you to explore payment arrangement options including information about energy assistance agencies.
The cost for new service varies and depends on a number of factors. Some factors include the distance of the home to our distribution lines, customer preferences for underground or overhead service and meter location. Generally, we send a company representative to the proposed site to determine a cost projection. This representative would let you know what that cost would be.
Find more information and how to get the process started on the New Construction Electrical Service page.
For most residential customers, no deposit is required to have residential service started, but commercial and irrigation services may require a deposit.
For more information, call us at 388-2323 from the Treasure Valley, or 1-800-488-6151. Personal assistance is available weekdays, 7:30 a.m. to 6:30 p.m., Mountain Time. Please note: Monday is our busiest day. It may be easier to reach us Tuesday through Friday.
In general, Idaho Power is responsible for maintaining its equipment while customers are responsible for maintaining their equipment.
For example, the electric meter base installed by the initial homeowner or contractor is the customer's property. Similarly, any conduit containing electrical wires running from the house to the meter is customer-owned and maintained. Idaho Power, on the other hand, owns the electric meter and is responsible for its repair.
Idaho Power's employees are trained to maintain our equipment (meters, wires, poles, etc.) but are not authorized to make repairs to customers' equipment or appliances. Any wiring improvements, appliance repairs, etc., should be done by a qualified electrician.
Our contractors use a procedure called directional or natural pruning. The U.S. Forest Service and International Society of Arboriculture recommend this method. Idaho Power has been named a "Tree Line USA Utility" by the National Arbor Day Foundation every year since 1997. This award recognizes the company for caring for the health of trees while removing branches and limbs growing too near company power lines. Learn more about pruning and trees from the Tree Safety section.
This plan spreads your energy service charges evenly over a 12-month period. The leveled payment is determined by the average of 12 monthly billings based on historical charges or an estimate of future charges. Learn more about Budget Pay.
Energy bills can fluctuate from season-to-season. However, most incomes don't fluctuate, so paying a high energy bill may sometimes be difficult. With Budget Pay, you pay about the same each month, all year long. You'll find it much easier to budget your money.
The budget year begins with your first bill after joining the plan. You pay equal amounts, generally, until your Budget Pay anniversary—your 12th month on the plan. Your Budget Pay plan is then adjusted to reflect your actual energy usage for the past 12 months and any remaining balance or credit on your account. This total determines your new Budget Pay amount.
It's simple. We'll keep a running total of your monthly balance. If you've paid too much by the end of your budget year we can apply your total credit to next year's Budget Pay or, if you prefer, give you a refund.
That's easy, too. We'll keep a running total of your monthly budget balance. If you used more electricity than what we billed, we'll spread the amount over next year's Budget Pay plan.
Yes. Your account is reviewed periodically because your electricity usage may go up or down. Besides rate changes and unusual weather, lifestyle changes like a new baby in the home can increase usage. Also, adding or removing equipment such as an air conditioner, swimming pool, hot tub or even a dehumidifier could make a difference. We notify you about changes either way.
Yes, you may begin the plan any time you choose, as long as you have a current account with a zero balance (no-past due amounts owed). Small commercial customers must have 12 months of billing history.
It’s important payments come in each month and on time to continue on the Budget Pay plan and to avoid late payment charges. If your monthly bills are not paid on time, late payment charges may be applied and the account may be removed from the plan.
Yes. Budget Pay and PreferredPay™ are made to work together. Not only can you make your payment automatically, but you’ll know approximately how much your bill will be. Each program works well alone, but the two combined offer even greater convenience.
1. What is PreferredPay™?
It's a great way to have your electricity bills paid automatically from your checking or savings account.
It's easy. Just fill out the PreferredPay™ application authorizing your financial institution (bank, credit union or savings and loan association) to automatically deduct the amount of your Idaho Power bill from your bank account each month. Send the form to us now, or along with your next payment and include a voided blank check from your checkbook. We will take care of the rest.
You don't pay for postage or gasoline. There's no check to write. You'll never be late for a payment if you forget or are out of town.
No, PreferredPay™ is a free service from Idaho Power, although your financial institution may charge for this type of transaction. You may want to call them and ask. However, you will still save the money you're currently spending on stamps, gasoline and checks.
Yes. PreferredPay™ and Budget Pay are made to work together. Not only can you make your payment automatically, but you will know approximately how much your bill will be. Each program works well alone, but the two, together, are often combined for even greater convenience.
Yes, just like you do currently. And the upcoming date and amount of the automatic PreferredPay™ transfer will be printed right on the bill, so you'll know exactly how much will be deducted and when. If you have any questions, call us promptly before the payment is made.
Your payments will begin with either the first or second Idaho Power bill you receive after you sign up. You'll know your next payment will be made automatically when you see the words "PreferredPay™" on the stub portion of your bill.
Your PreferredPay™ deduction will be listed on your monthly bank statement as an item labeled "Idaho Power." Also, your Idaho Power bill each month will show your previous balance and the payment made through PreferredPay™.
Just as if you were paying normally by check, a $20 returned payment fee will be applied to your Idaho Power account if there are insufficient funds. Your bank may charge you additional fees.
It's easy. Simply fill out a new agreement and send it along with a voided check from your new financial institution. We'll take care of the transfer for you. Please note, depending on the timing of this change, your account may not transfer on the next bill you receive. Therefore, you may need to send payment for one bill.
If you move to another address served by Idaho Power but do not change financial institutions, we'll simply transfer the information required to your new account. If you change financial institutions, we'll need you to fill out the application form again with the new information.
Print out and complete the PreferredPay™ application. Mail your completed application along with a voided blank check from your bank account to: Idaho Power, P.O. Box 7866, Boise, ID 83707, or fax to: 208-388-6919.
To cancel PreferredPay™, email email@example.com. In the body of the email, state that you would like to discontinue PreferredPay™ and include the date you would like to cancel the program. Be sure to include the following information as well:
- Your account number
- Your name
- Your address
Please note: A 30-day notice is preferred, but we will do our best to accommodate the date requested. You should receive a confirmation email within two to three business days.
If you prefer, a letter containing the same information can be mailed or faxed to:
P.O. Box 7866
Boise, ID 83707
Idaho Power offers electronic billing and payment through CheckFree®. We call it E-bill Service and it's convenient, safe and reliable. Bills are electronically created and delivered over the Internet. Electronic payments are generated directly from your bank account. It offers you the flexibility to manage your bills at any time and from anywhere.
To see how the e-bill process works, view a demo on the CheckFree website.
You will need to enroll with CheckFree and request Idaho Power as one of your e-billers. Once you've entered your account number and we've verified your account, your bill will be electronically created and sent to CheckFree. CheckFree will then email you each month with a link to their e-bill site where you can view your bill at any time. You'll need to log in with your own secure ID and password. When you wish to make a payment, the electronic payments are generated directly from your bank account on the date you specify.
If you make other bill payments online and your financial institution (bank, credit union, brokerage) uses CheckFree, you only need to add Idaho Power as a bill you want to pay online.
4. Will I still receive a paper bill in the mail if I sign up for online bill pay through CheckFree?
When you choose to pay your bill online using CheckFree, you will stop receiving a paper bill the month after you sign up for the service. Your bill, exactly as it would have been printed, will be available to view and pay online via CheckFree.
To ensure your privacy and security, CheckFree uses the strongest type of encryption used on the Web, a 128-bit SSL (secured sockets layer).
Call CheckFree's Customer Service Department at 1-800-564-9184.
Yes. To see if your account is eligible for Budget Pay, log in to Account Manager, or register to use Account Manager.
For immediate customer service needs or personal assistance, call 208-388-2323 from the Treasure Valley area, or 1-800-488-6151.
Personal assistance is available weekdays, from 7:30 a.m. to 6:30 p.m., Mountain Time. Please note: Monday is our busiest day. It may be easier to reach us Tuesday through Friday.
Log into CheckFree's site as though you were going to look at a bill. Go to the "My Profile" page and click "Service Setup" at the top of the page. From the My Profile - Service Setup page, click "Cancel Your Service" at the bottom of the page and follow the instructions.
CheckFree wants you to be aware that before you cancel your service you should keep in mind the following:
- Scheduled payments will not be paid.
- Processing payments (those already in the process of being paid) are paid.
- You no longer have access to your payment activity and you can no longer send payment inquiries. You should wait until all of your scheduled payments are processed before you cancel your service. If you let your scheduled payments process, then you won't have any outstanding payments that you can't view or inquire about after your cancel your service.
- Idaho Power and any other payees are notified to stop sending e-bills. However, it can sometimes take a few days for the payee to process the request. Therefore, until you begin receiving paper bills again you should contact the payee directly about your payment amount and payment due date. Because you can't send your payment using CheckFree's e-bill service after you cancel your service, you should make your payment to the payee by some other means, such as a check.
- If you decide to use CheckFree's e-bill service again, you will have to re-enroll and set up your payee list.
Late payment charges may be applied to the outstanding balance.
Summary Billing provides customers with multiple service locations one bill each month for all of those service locations. Customers with good credit are eligible to go on Summary Billing. All service locations or service agreements linked to the Summary Billing Account must be the same type of service, i.e., residential, commercial, or agricultural. Qualified Summary Billing customers may also use Budget Pay or PreferredPay™.
There is no limit to the number of service locations or service agreements. Summary Billing will reflect the total due for all accounts and customers must pay the entire amount due.
If this should happen, you will need to send in a bill stub with the amount you want paid for each service location or agreement clearly noted. Processing a summary bill this way is a costly process, if this becomes a recurring issue, we reserve the right to remove your accounts from Summary Billing.
Project Share helps people pay electric, natural gas, propane, oil or firewood bills. Idaho Power teams up with The Salvation Army to help those who cannot pay winter heating bills due to illness, disability, age or unemployment.
By making a tax-deductible pledge of $3, $5 or $10, for example, you can help someone less fortunate meet the demands of winter heating. Your pledge is conveniently added to your monthly bill amount. You will never be disconnected from electrical service for nonpayment of a Project Share pledge. If you should ever need winter energy assistance, especially if you're 65 or older, contact the Salvation Army or one of the energy assistance agencies.