FAQ

S. No.	FAQs

1.How do I update my account information?

Click ‘My Account’ module on the dashboard. The ‘Profile’ section of My Account will enable you to update your Primary Phone, Alternate Phone and Email Address.

2.How do I update my Payment information?

1) User can Edit/Delete payment mode by visiting Payment Info tab in My Account module.
2) To edit the payment mode, click ‘Edit’ and update the details.
3) To delete the payment mode, click ‘Delete’ and confirm deletion.
4) Once the details have been changed click ‘Update’ to save the changes.

3.I want my bill to be sent to another mailing address .What do I need to do ?

Navigate to My Account on the dashboard. Select the property that you want to change the mailing address for as default, if you have multiple properties. Click on the ‘Edit’ icon in the Mailing Address section to edit the address.

4.Is it secure to provide my credit or Debit card and bank account details ?

Yes, it is secure to provide your credit/debit card and bank account details. We ensure to provide maximum level of security and confidentiality of user’s data.

5.How do I set my Notification Preferences?

Navigate to ‘Settings’ on the dashboard. You can choose multiple notification preferences for connect me, billing, service and outage. You can also select the mode of communication such as Email/Push Notification.

6.How does IID collect my Home Information?

Upon successful login, you will see ‘About My Home’ screen display where you can provide your home related information for the registered account/property. Same information can be updated by visiting ‘About My Home’ tab in ‘My Account’ module.

7.How can I sign up for Paperless Billing?

Navigate to Settings in ‘My Account’ module. Use toggle button to enroll for paperless bill.

8.How secure is an e-bill?

Keeping your personal information confidential and secure is the top priority for us. We have developed security procedures and policies to safeguard and protect your personal information. The user name and password you use to login are unique identifiers that only you know. As long as you don't share this information with others, your information is secure with IID.

9.When can I Begin viewing my bills online?

Once your monthly bill is generated, you can view your bill online in the Billing module.

10.Will I be notified when the bill is due?

Yes, you will be notified when the bill is due.

11.What are my payment options when paying online with E-bills?

Payments can be made using your Credit/ Debit Card or Bank Account. Navigate to the ‘Billing’ module. Click on ‘Pay now’ under the ‘Utility Bill’ section.

12.How often can I make the bill Payments?

Navigate to the ‘Billing’ module. Click on ‘Pay Now’. The user can make partial payments of the utility bill with desired amount (not exceeding $1200).

13.Can I make Payments in person?

Yes, Navigate to ‘Payment Location’ on dashboard for the list and map view of the IID’s bill payment locations. The locations are displayed based on your GPS coordinates to provide convenience. You can also use the ‘city’ filter to get payment location details of the selected city.

14.How do I enroll for recurring payment?

You can enroll for recurring payments by navigating to the ‘Billing’ module and selecting preferred mode of payment.

15.What happens if I have a dispute with the biller or a specific charge on a bill?

Navigate to the ‘Billing queries’ on the ‘Billing’ module. When you click on ‘Billing Queries’ tab, you will be redirected to ‘Connect Me’ module. This will allow you to send email request for billing/payment related queries.

16.Who else can access my usage data, meter and premise information?

Your account information is confidential. Usage data, meter, and premise information is accessible by only your current Service Provider.

17.How did you choose the households used in my comparison?

To ensure your comparison is valid, we've chosen specific homes that are nearby and have characteristics that typically lead to similar needs such as home size and heating source. And importantly, we include only homes that appear to be occupied at the time of the comparison. We do not include homes that appear to be empty based on low usage during the given period.

18.How do I Start, Stop, or Transfer my service ?

Navigate to ‘Service’ module on the dashboard. ‘Service’ module provides you the ability to enter and log service requests that includes final reads or closing of an account, move in/move out etc.

19.How can I update the scheduled date of my service request?

Scheduled / Appointment date for the service request automatically defaults to the next business day. Navigate to the ‘Service’ module. This section provides the option to update the scheduled date. You can only select a future business day from the date picker as Schedule date.

20.Can I avail multiple services at the same property address?

Yes, you can avail multiple services at the same property address. This can be submitted via the Service module.

21.How can I report outage?

Navigate to the ‘Outage’ module. Click on ‘Report Outage’ in order to report an outage to IID by providing the necessary information.

22.Will I be notified prior to an outage?

Yes, if you are enrolled to receive text/email/push/IVR notifications. You can enroll for these notifications in Settings in the dashboard.

23.Can I track the status of an outage?

Yes, Navigate to ‘Outage’ module. By default a map is displayed on the screen which displays the area of outage at the customer’s current location with a pin pointed to the area. Click on this pin to view and track ‘status’ and ‘estimated restoration date and time’ of an outage.

24.Is it safe to access my services via IID Apps?

Yes, it is safe to access your services via IID App. We ensure to provide maximum level of security and confidentiality of user’s data.

25.How do I register and activate my account ?

To register for IID app, enter all the required information. On successful submission, an automatically generated email with an activation link will be sent to the registered email address.

26.What should I do if I face issues while logging in?

Navigate to ‘Login Help’ on your landing page.

To recover a forgotten password:

1) Click on ‘I don’t know my Password’ if the account is already registered.
2) Enter your registered Email ID and click on ‘Submit’ button to recover the password.
3) Once you click on ‘Submit’ button, an automatically generated email is sent to your email address along with a confirmation link to reset the password.

To recover a forgotten Email Address:

1) Click on ‘Forgot Email Address’ to recover a forgotten Email Address.
2) Enter your Account Number and Primary Phone number and click on ‘Next’ button to recover the User ID.
3) Once you click on ‘Next’ button, you will have to provide answer for security questions and upon validation, your email address shall be displayed.

27.My IP address gets blocked.Why?

While registering if you enter invalid Account Number or Last 4 digits of SSN Number and submit more than 5 times (within 24 hours), your IP Address gets blocked.