We are continuing to work on restoring all regular services to our customers following the recent cyber incident.
While meters continue to accurately record energy usage, we are not currently able to retrieve this information and apply it to your bill. To get billing back on schedule, so balances don't add up, we are providing billing to customers in two ways: physical meter reads and estimated bills.
To provide customers with a bill based on their actual energy use, we have hired meter readers who are now gathering energy use data from residential and business meters across the province. Reading a meter takes only minutes and you do not need to be home for your meter to be read.
Our meter readers wear Nova Scotia Power branded clothing and have a Nova Scotia Power identification badge with the word "Contractor" in the blue stripe at the bottom of the badge.
If meter readers are unable to access your meter due to vegetation, pets, fencing, timing, or other circumstances, you will receive an estimated bill.
Estimated bills are based on an average of the previous energy used at your property during a similar time of year. When we are able to retrieve your current energy usage from your meter, your bill will be adjusted to reflect your actual usage.
We want to assure our customers that they will never pay for power they do not use. Any differences between estimated and actual usage will be addressed and accurately reflected in a future bill. We are not applying late charges or penalties on any outstanding balances, and we will communicate with customers before reintroducing any late fees on unpaid amounts. We do recommend paying the estimated amount, or close to it, to help manage account balances.
Customers wanting to know if their bill was estimated can look here on their bill:
You may want to consider our Equal Billing plan for a predictable monthly payment that is based on your annual electricity usage. You can also learn more by calling our Customer Care team at 1-800-428-6230.
We are continuing to restore all services impacted by the cyber incident as quickly as possible. We are sincerely sorry and appreciate your patience. We're here to work with you and encourage customers with concerns to call us at 1-800-428-6230 to discuss options.
The login experience looks different but the MyAccount dashboard remains the same. You can view your bills and make payments.
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Our Equal Billing Plan can help you manage your budget by spreading the cost of your annual electricity use over 12 equal monthly payments.
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You can change your MyAccount password by clicking the "Forgot or want to change your password?" link on the login page. We recommend updating your password to help keep your account safe.
For most customers, bills will be estimated. We will estimate the amount of energy used based on an average of the previous usage at the property during a similar time of year.
When we are able to retrieve your current energy use from your meter, your bill and account will be adjusted to reflect your accurate usage. Customers will never pay for power they do not use.
Estimates will be based on last year's same time period usage and that it may not reflect changes that have been made since then. When we are able to retrieve your current energy use from your meter, your bill and account will be adjusted to reflect your accurate usage. If you would like to discuss your bill, please call our Customer Care team at 1-800-428-6230.
At the top of your bill, there will be a note to confirm that your usage has been estimated for the billing period. Learn more about how to read your bill here >
We are not applying late charges or penalties on any outstanding balances, and we will communicate with customers before reintroducing any late fees on unpaid amounts.
Equal Billing remains an option for our customers. By signing up for Equal Billing, customers can spread out the cost of their annual bill over equal monthly payments.
Bills will be estimated until we are able to get current and accurate meter readings. We will continue to provide further updates as more information on timing becomes available.
In most cases, estimated bills will be based on a similar ~60 day billing cycle that customers are used to seeing. There may be some exceptions. Please call Customer Care if you have any questions about your bill or payment options at 1-800-428-6230.
As we resume billing and get back on schedule, some customers could get bills within a shorter timeframe than the typical 60 days. Please know that there will continue to be no late charges or penalties on any outstanding bill balances.
Customers on Equal Billing will continue to be billed their current monthly amount. The regular mid-year review of your account that we do to verify if your monthly equal billing payment is in line with your actual usage will be delayed.
Bills will be estimated based on your energy usage from the same time period in 2024.
It’s easy to sign up for Equal Billing. Call our Customer Care team at 1-800-428-6230 to learn more.
We’re not currently able to sign up new users in MyAccount. We appreciate your patience as we work to restore all services following the cyber incident.
Customers enrolled in Group Billing will now receive paper bills by mail to the address we have on file. Emailed bills and EDI files are temporarily unavailable, and EDI payments are also paused. All other payment methods remain available.
Initial bills may include charges you've already paid as we work to bring billing and payments up to date. Rest assured, your payments have been received, and any necessary adjustments will be made as we work to catch up on billing for Group Billing customers. No late fees or penalties will be applied at this time, and we’ll notify you before any are reinstated.
We recommend paying your bill through MyAccount or through your bank's website by setting Nova Scotia Power up as a payee.
Payments made through MyAccount, or your bank, have now been applied to your account and will display on your MyAccount dashboard and on your next bill.
We were unable to process some pre-authorized payment on schedule. We understand this may have caused you concern and we sincerely apologize. You are not required to make an additional payment. Please know there continues to be no late charges, or penalties on any outstanding bill balances. If you do prefer to make up the payment, you are welcome to do so at your convenience. Payments can be made securely through MyAccount of your bank.
The missed amount will appear on your next bill. If you are on a budget plan, the unpaid amount will be factored into future calculations. You may make an additional payment, but this is not required. Please know there will continue to be no late charges, or penalties on any outstanding bill balances.
Yes. All payments moving forward will process as expected.
Yes, if you wish to cancel or modify your payment method, please contact Customer Care.
We are working hard to continue strengthening the security of our systems by implementing additional safeguards to help prevent similar incidents in the future. There are numerous options to pay your Nova Scotia Power bill including through your bank via online banking.
Yes, you can trust MyAccount. While the login experience looks different, the dashboard remains the same. MyAccount is safe and reliable, keeping your information protected.
It has been safely relaunched following the recent cyber incident to restore access and provide you with a secure and reliable billing experience as quickly as possible.
You can change your MyAccount password by clicking the "Forgot or want to change your password?" link on the login page. We recommend updating your password to help keep your account safe.
Meters have continued to work and measure usage accurately throughout the cyber incident. The meters are not yet able to communicate the data to our systems and that is why the meter display may say "noSynch".
Meters have continued to work and measure usage accurately throughout the cyber incident. The issue is with the sending of the data to our internal systems. When meters are once again able to communicate with our systems the data will transfer from the meter to us.
Yes. To provide customers with a bill based on their actual energy use, we have hired meter readers who will be gathering energy use data from residential and business meters beginning in July 2025.
Reading a meter takes only minutes and you don’t have to be home to have your meter read. In most cases our meter readers will access your meter through your property.
If vegetation, pets, fencing or anything else is blocking access to your meter, you will receive an estimated bill based on an average of the previous energy used at your property during a similar time of year.
MyEnergy Insights remains unavailable. We continue working to restore access to MyEnergy Insights. We appreciate your patience as we work to restore all services following the cyber incident.
The types of impacted personal information varied by individual customer and may have included your customer account history, such as power consumption, service requests, payments, billing and credit history, and customer correspondence.
Your meter will continue to be read as part of the same process that has been in place for opt-out customers.
