FAQ

MiKuenta

• First time user. How do I sign in?

  As a first time user, you need to register using your account number via mikuenta.aqualectra.com.

• The account was made under somebody else’s name. How can I get access to it / change the name?

  The owner of the account can provide access to someone else by registering them online as a guest. Once registered, this guest can obtain access to the account and see only information the owner has selected for view.

• Where can I find and/or download copies of my old bills?

  Once you are registered, you will get access to your current and old bills. The history however is 12-months.

• Will I be notified when a new bill is send?

  Yes, you will be notified by e-mail. This e-mail will contain copy of the new bill.

• How do I view my current bill?

  Under normal circumstances you receive your bill by regular mail. If you are registered on the Mikuenta portal, you can select whether to go paperless. In this case you will receive your bill by e-mail in .pdf format.

• How do I print or save a digital copy of my bill?

  Since the bill is included in the e-mail notification, you can save and print it just like any .pdf document.

• How do I reset my password?

  There is a password reset procedure which is explained on the site. A reset e-mail is sent to the registered e-mail. When received the user can validate and change the password. Or you can call our Contact Center for further assistance ta 0800-0135

• I don’t remember my account number. What should I do?

  Your account number is on every bill. Once you are registered, this is not important anymore. All you need to remember is the e-mail address you registered with.

• I forgot my password. What should I do?

  Choose forgot your password or click here and follow the steps.

• Is there a way to view the payments that I already made?

  Yes. There is a transaction summary, with a history of 12 months.

• Is there a way to view the monthly water and/or electricity usage?

  Yes, thru MiKuenta via www.aqualectra.com

• What are the benefits of opting to receive my bills via email/MiKuenta?

  You receive it on time every month and you can view and control your usage. 

• What if I want my bills to get posted to my address again?

  If you applied for MiKuenta, this is possible after 2 years.

Billing & Payment

• How should I read the bill?

  There is a brochure with all the information how to read your bill. Click here.

• How do I pay my bill?

  Payments by bank or online banking (payments will take up to 3 days), via Pagafásil and Pagomátiko payment points and at the Aqualectra branches (no cash accepted).

• Can I pay my bill online?

  Yes through online banking, but Aqualectra will receive the payment after 2 to 3 days.

• When is my payment due?

  On the date mentioned on the bill after “Paga promé ku:” is the date that your current bill is due. If you have a previous outstanding balance, this is already due by the time you receive the current bill.

• My electricity bill is unusually high. What are the possible reasons for that?

  This could be due to different reasons like visitors staying over, the hot weather or the malfunctioning of your appliances. You can always call our Contact Center for more information at 0800-0135.

• My water bill is unusually high. What are the possible reasons for that?

  This could be due to different reasons like visitors staying over or the hot weather. When there is a leakage of your pipe installation or toilet, you should check if your water meter is running fast. If this is the case close your main tap immediately and contact a plumber. You can always call our Contact Center for more information at 0800-0135.

• It looks like my bill is incorrect. What should I do?

  Check your meter and take a note of the reading and date. Call our Contact Center at 0800-0135 to give them the information.

• I haven’t received my bill yet. How can I get it?

  Please call our Contact Center at 0800-0135 for further assistance or register for MiKuenta via mikuenta.aqualectra.com to be able to view your bills online.

• How do I check my billing history?

  Register for MiKuenta via mikuenta.aqualectra.com.

• I need more time to pay my bill. What are my options?

  Call our Contact Center at 0800-0135 for the possibilities or visit one of our branches, open from 8am-3.pm.

• I have several accounts. Is it possible to pay multiple bills at once?

  Bill has to be paid per account.

Connect / Disconnect / Reconnect Service

• How do I connect to a service?

  At our branches you have to fill out the green form with your ID, contract if it’s a rented place ore official papers as owner. We have folders to explain the steps for a new connection for water and electricity or call our ContactCenter at 08000135 for more information on the site.

• How do I disconnect from a service?

  At one of our branches you can fill out a disconnection form (pink). Hand this in with your ID, together with the position and number of your water and/or electricity meter.

• How long will it take to connect my service?

  If it’s a new connection 6 weeks, existent connection 5 days. You can always call or Contact center at 0800-0135 or check the New Connection brochure on the site for more information

• How long will it take to disconnect my service?

  2 days.

• I have been disconnected from a service. What should I do to get reconnected?

  You should pay the total amount indicated on the Cut Off document (pink or green) that Aqualectra left behind for you.

• Why have I been disconnected from a service?

  Normally because you have due bills or you have been caught with theft or there is an unsafe situation. You can always call 0800-0135 for more information.

• How fast will my service be reconnected after making a payment?

  By paying the whole amount on the Cut Off document before 5 o’clock the same day , you will be connected the same day . You can always call 08000135 our ContactCenter for more information.

• What will happen if I didn’t make the payment to be reconnected on time?

  You will be reconnected in the correspondent time after we receive your payment.

• Why isn’t my power on, even though my service has already been reconnected?

  You have to call 0800-0135 for more information.

• Why isn’t my water running even though my service has already been reconnected?

  You have to open your main tap outside, this precaution is to avoid flooding or call our ContactCenter at 0800-0135.

• Can I transfer service to my new property?

  No, you will have to close the service at the existing property and open a new service at the new one at one of our branches.

• How is the deposit amount determined (for new connection)?

  Based on the available capacity for the connection for electricity.

• When is the deposit refunded?

  The moment you finalize the connection, the deposit will be transfer to your balance. If you have no balance due, the total amount will be refunded, otherwise the due amount will be deducted.

Interuptions & Maintenance

• Where can I see if there is any maintenance planned?

  All maintenance activities are mentioned on the homepage of our website. We also place ads in different newspapers a week in advance.

• How do I report an interruption?

  If your house has electricty partially or none at all, first take a look at your fuse box and see if all the fuse switches are up. If your house doesn't have any water, take a look at the main tab outside and check if it isn't closed. If you haven't been able to resolve the issue yourself, you can call our Contact Center at 0800-0135 (24/7)…

  Read more...

• What should I do when I see a damaged electrical line?

  Call our Contact Center at 0800-0135 (24/7) right away and try to safely keep people away from the area. 

• What should I do if my power goes out / water stops running?

  When the power goes out, first take a look at your fuse box and see if all the fuse switches are up. If the water stops running, take a look at the main tab outside and check if it isn't closed. Please keep your personal safety in mind as delinquents might tamper with your utility services in order to access or do damage to your house…

  Read more...

• How do I report a broken streetlight?

  Please check if the street light has a number and provide our Contact Center with the number and address where the street light is located. 

Prepaid electricity meter (Pagatinu)

• What are the benefits of using a prepaid (Pagatinu) meter?

  More insight in your daily usage.

• Do I pay less for electricity when using a Pagatinu meter?

  No, the tariffs are the same as the clients with postpaid meters but you become more conscious of your usage.

• How long will it take for the prepaid meter (Pagatinu) meter to get installed at my address?

  Maximum 1 month

• The Pagatinu display keeps beeping repeatedly. Why does it do this?

  It beeps to warn you that you have a low amount of KWh left on your Pagatinu meter (20 KWh or less). You should buy electricty at this point to recharge your meter. 

• I lost my Pagatinu card. How can I receive a new one?

  We do not provide new card. Use the indicated combination on your Pagatinu Meter to get your serial number with which you can buy your electricity . For old meters its #4# and for new meters #100#

• Why did I receive less electricity (Kwh) while I paid the same amount of money?

  That means you got into a higher step of the tariff structure. And that you bought a bigger amount in the same month. Check our tariffs structure on the site.

• What steps do I need to take to have a prepaid meter (Pagatinu) meter connected to my house?

  Fill in a request (green) form at one of the Aqualectra branches.