What happened
The phone number you entered does not match what’s on file with your electricity provider.
What to do
You can identify your account using either the phone number on file with your electricity provider or the account number. If you have the account number handy, go back and click on "Try another way" to enter the account number instead. Otherwise:
To enter the phone number:
Try again to input your phone number:
- Make sure you’ve entered the phone number that’s on file with your electricity provider.
- Check that you entered the phone number correctly.
- If you have multiple phone numbers on file, try a different number. Tip: Your electricity provider will designate one number as the primary phone , and that's what they want to match.
If these don’t work, contact your electricity provider to confirm or update the phone number on file, then enter that number to try again. Or, you can tap “Try Another Way” and input your account number (see below).
To enter the account number:
To identify your account, use the account number:
- Make sure you’ve entered the account number assigned by your electricity provider.
- Check that you entered the account number correctly. Your account number is usually located near the top of your electricity bill/statement. This is the statement you receive via mail (printed) or email (digital). You can also find this number by logging into your account on the electricity provider's app or online portal.
- If you have multiple accounts with your electricity provider and want to try a different account number, enter the other number and try again.
If neither of the options work, contact your electricity provider to confirm the correct account number, and enter the new number to try again.