Q: What is my User Id?
A: If you are a registered My Account Online customer your User ID is the email address you supplied upon registration and that you use to log into your secure account information.
Q: Is my User ID/Password case sensitive?
A: The User ID is not case sensitive, however the password is case sensitive.
Q: What phone number should I enter?
A: Enter the primary phone number you gave CenterPoint Energy for your account.
Q: What do I do if my phone number has changed?
A: Contact our customer service agents at the phone number listed on your bill to update your account records.
Q: I have more than one account, which one should I use?
A: Enter the account number of the account for the self service transaction you wish to perform.
Q: How many times can I attempt to log-in before I’m locked out?
A: If you are using your User ID and password combination your account will be locked after the fifth consecutive failed. If you are choosing to log in with an account number option there are no limits to the number of invalid attempts.
Q: Who do I contact if I can’t log in?
A: Please call our customer service agents at the number provided on your bill.
Q: I cannot read the letters in the verification box. Is there another form (font) for those of us who are visually impaired?
A: These letters are called CAPTCHA and designed intentionally to prevent hackers from illegally accessing your account and are a security requirement. If you are unable to read the letters close the window and choose your link again, you will be presented with a new set of letters, if you are still having problems, please call our customer service agents at the number listed on your bill.
Q: What is a “PIN”?
A: Some customers have requested an additional level of security that requires authentication before accessing their account information or transacting business on their account. For those customers there is a unique customer PIN (personal identification number) or password required to access their account.
Q: What is a failed “PIN” attempt?
A: A failed PIN attempt is when a customer who has requested a PIN or password on their account provides the wrong PIN or password when trying to log into their account.