FAQ

What is My Account?

My Account is Horizon Power’s online customer portal. My Account allows you to view your current and previous bills and meter readings, update your contact details, move into or out of a property, and make a payment.

How do I register for My Account?

Registering for My Account can be done in a few simple steps. If you aren’t a Horizon Power customer you will need to create an account before you can register for My Account. To do this:

Click here to ‘Open an account - for home'

Click here to ‘Open an account - for business'

If you're already a Horizon Power customer, you will need a copy of your invoice to register. Click here to continue.

What do I do if I’ve registered but cannot sign in?

After registering we will send you a confirmation email with a link – you need to click on the link to confirm your registration and details. If you’ve done that and are still having problems, please contact us at enquiries@horizonpower-reply.com.au

What do I do if I receive an error message during the registration process?

Please contact us at enquiries@horizonpower-reply.com.au

I’ve forgotten my password. How do I reset it?

Click here to reset your password.

What do I do if I cannot sign in?

Before you can sign in, you need to register for My Account. If you have registered and still cannot sign in, please contact us at enquiries@horizonpower-reply.com.au

Is paying online using my credit card secure?

Yes. All online payments are managed securely to Australian Standards.

Can I use direct debit to pay my bill?

Yes. Click here to find out how.

What is paperless billing?

If you select paperless billing, your invoices will be emailed to you instead of being sent by post. Irrespective of how you choose to have your bills delivered, they will be visible to you within My Account.

How can I change how I receive my bills (that is, by Email or post)?

In My Account you can change how we deliver your bills by clicking on update your details, then selecting change statement delivery and selecting how you wish to receive your bills.

When will I receive my next bill via email?

It is possible that you may still receive a printed invoice if it is already in the post. However, your next invoice will be via email. Note that it can take up to 3 business days for our records to be updated.

How do I update my details?

To update your contact details, please sign in to My Account and click on update your details.

What happens to my data if I register for My Account or paperless billing?

We take every effort to ensure your data is secure. Please see our Privacy Policy for further details.

Do I receive any discounts for signing up for My Account?

No.

If I choose paperless billing will all communication with Horizon Power be via email?

No. Horizon Power’s current means of contacting you will remain in place until you are notified otherwise.

My paperless bills keep getting sent to my emails junk folder

Please update the settings within your email to send bills to your inbox.

I’m having problems with My Account, who can I contact?

For help and support please contact 1800 267 926 (residential) or 1800 737 036 (business) between 8 am - 5 pm and a call centre representative will assist you with your problem.

Will I be able to view my AMI meter usage through My Account?

Whilst not currently available, this may be available in the future.