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    MyAES FAQs

    man sitting cross legged reviewing email MyAES FAQs

    Frequently asked questions about getting started with MyAES

    Select a question below to view the answer.

    MyAES
    Do I have to sign up to receive my bills via email to create a MyAES profile?

    No. Signing up for MyAES does not enroll you in AES Ohio's E-Bill service to receive your bills electronically. You will have the ability to view your bills online with your MyAES profile, but will not stop receiving paper bills in the mail unless you sign up for E-Bill.

    It says my service account is already assigned to a MyAES profile. What should I do?

    If you have a joint account with a spouse, friend or family member, check with that person to see if he/she already created a MyAES profile. An AES Ohio service account can only be associated with one MyAES profile.

    If your other authorized user did not create a MyAES profile for your service account, please call our Customer Solutions Center at 800-433-8500.

    Can I add more than one AES Ohio service account to my MyAES profile?

    Yes. Once you complete the process of creating your MyAES profile, you will have the option to add another AES account to your profile. You can add or remove AES Ohio accounts from your profile under Manage Profile once you're logged into MyAES. Removing an AES Ohio account from your MyAES profile will not stop service at that address.

    Can two people add a single AES Ohio service account to their MyAES profiles?

    No, an AES Ohio service account may only be added to one MyAES profile.

    I have more than one MyAES profile. Can I combine them into one?

    Yes, you can use Manage Profile to remove an AES Ohio account from a MyAES profile, and then the account can be added to another MyAES profile. Please note that E-Bill enrollment is tied to your MyAES profile, so you will need to enroll in E-Bill again when you add the account to the other MyAES profile.

    AES Ohio E-Bill
    What is AES Ohio E-Bill?

    AES Ohio E-Bill is a free, paperless service AES Ohio provides for online delivery of your monthly bill. You will receive an email notification from AES Ohio each month when your new E-Bill is ready to be viewed online. Other customer correspondence, including letters and collection notices, will continue to be sent through the U.S. Postal system.

    Learn more about paperless billing

    Who can enroll?

    All customers may enroll as soon as their service account is created by AES Ohio. Since you need an account number and zip code to sign up, many customers wait until they have received their first bill in the mail. If you would like to sign up sooner, simply  send us an email and we can provide your account number.

    How do I sign up?

    To sign up for AES Ohio E-Bill, you will first need to create a MyAES profile. You will need your AES Ohio account number, zip code and email address. Once you create a MyAES profile, navigate to Billing > E-Bill Enroll and follow the steps to sign up. Once you sign-up for E-Bill, you will no longer receive a bill through the mail and will receive an email notification each month when your new E-Bill is ready to be viewed online.

    Do I have to create a MyAES profile to use E-Bill?

    Yes. MyAES is the single login for all AES Ohio online account information, allowing you to access all online tools in one streamlined experience.

    What if my email address changes?

    You can easily update your email address for E-Bill notifications by navigating to Manage Profile when you are logged in to MyAES.

    How can I stop using AES Ohio E-Bill?

    You can cancel your AES Ohio E-Bill enrollment by signing in to MyAES and navigating to Billing > Cancel E-Bill.

    What happens if I move to another location?

    You can keep your same MyAES profile, but you will need to add your new AES Ohio service account under Manage Profile. You will be able to add your new location once your new service account has been created by AES Ohio. You will need your account number and zip code to add it to your MyAES profile.

    Can I print a bill?

    Yes. Select 'View My Bill' on the Account Summary or select a bill from the View Bills screen. Then simply click the print icon that appears when you hover on the top of the bill window.

    What if I have a question about my bill?

    If you have a question about your bill, please call AES Ohio at 800-433-8500 or  email AES Ohio.

    Why didn't I receive a AES Ohio E-Bill notification?

    It is possible that your AES Ohio E-Bill notification went to the junk or 'spam' folder in your email inbox. Please add customerservice@dplinc.com to your safe sender list to help avoid this problem. If this is a recurring issue, please email AES Ohio for assistance. Please note, failure to receive an AES Ohio E-Bill notification does not excuse you from making prompt payments.

    Payments
    How can I make payments on MyAES?

    Automatic payments: The easiest way to pay your E-Bill is to enroll in Automatic Payments, where you have your bill automatically deducted from your bank account each month on the due date. There is no fee to do this. AES Ohio E-Bill customers can sign up under Payments > Automatic Payments when logged in to MyAES. You will receive an email notification each month notifying you of the deduction.

    Customers who are not enrolled in AES Ohio E-Bill can download the form available on our automatic payments page to have funds automatically withdrawn. Customers who sign up manually will not receive an email notification each month.

    One-time payments: Pay your bill online 24 hours a day, 7 days a week with MyAES. Free payments can be made with your checking or savings account. Credit and debit card payments are made via KUBRA EZ-PAY®. If you have questions about using Kubra's online payment portal, please see Kubra's Frequently Asked Questions.

    Is it safe to make payments online using your service? Can my profile information be seen by others?

    AES Ohio is committed to protecting your information. You can view AES Ohio's Privacy Policy and Terms of Use found on our corporate website at www.aes-ohio.com. In addition, whenever you use our online document and payment center, you are using a secure connection that protects your information. Data you provide cannot be viewed by anyone else on the Web. We do not share your information with anyone else.

    Security is maintained by industry-standard SSL (secure socket layer) encryption and decryption technology. The SSL protocol is used to ensure that your information is sent directly to us, and that only we can decode it.

    Can AES Ohio see my bank account information, such as my bank account balance?

    If you use MyAES to pay your bill, all of your bank account information will be kept confidential. AES Ohio representatives cannot see bank account details such as a bank account number, balance, or activity (deposits and withdraws). AES Ohio will not ask for bank account access. AES Ohio does not need it and customers should not offer it.

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    Questions? We're here to help!

    800-433-8500

    Or, business customers call 800-253-5801

    Automated system available 24/7
    Staff available 8:00 AM - 5:00 PM Mon - Fri

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