FAQs
Question | Answer |
What is uTrack and how does it work? | uTrack Energy is a submetering service, meaning we track the utility usage of each individual unit and bill accordingly. This means you get billed based on what you use, minimizing the amount of cross-subsidization between the tenants of a building. |
I just set up Pre-Authorized Payments (PAP). When does it come into effect and how will I get my security deposit back? | Your PAP will come into effect on the next billing cycle. You will receive your security deposit in the form of a credit towards future bills in the billing cycle after PAP is set up. If a bill has already been issued when PAP is set up, you will need to pay that bill manually. |
I am a new owner. How do I set up my account? | Please complete and submit the Move-in form. Once submitted, you will receive a confirmation email regarding the result and an email instruction to create your login details within 3-5 business days. |
A tenant is moving into my unit. What needs to be done? | As the unit owner, please have your tenant complete the Move-in form. You do NOT need to submit a Move-out form unless you are selling the unit. **Note: The owner is responsible for all utility charges until the tenant's Move-In Form is processed, even if your tenant has moved into the unit. Therefore, please ask your tenant to complete the form at their earliest convenience. |
A tenant is moving out of my unit. What needs to be done? | Please have your tenant complete the Move Out Form. **Note: You do NOT need to submit a Move-in form. The responsibility for utility charges after a tenant moves out will automatically return to the owner. |
I am selling my unit, how do I move out / close my account? | Please complete the Move-out Form at least 2 weeks before your move-out date. Once submitted, you will receive a confirmation email regarding the result within 3-5 business days. **Note: Please be ready to provide your Lawyer Information for us to verify the transfer of ownership. Also, please ask the new owner to submit the Move-in form. You are responsible for all utility charges until your Move Out request is successfully processed, even if you’ve already moved out. |
I am a new tenant. How do I set up my account? | Please go to https://my.utrack.energy/move-in and fill out a move-in form. Once submitted, you will receive a confirmation email that your request is approved and an email instruction to create your login details within 3-5 business days. |
My lease is ending. How do I close my account? | Please complete the Move-out Form at least 2 weeks before your move-out date. Once submitted, you will receive a confirmation email regarding the result within 3-5 business days. **Note: You are responsible for all charges on your utility accounts until your Move Out request is approved, even if you’ve already moved out. |
I am changing units within the same building. What should I do? | Please submit the Move-out Form at least 2 weeks before your move-out date. Once submitted, you will be sent a confirmation email within 3-5 business days. Once processed, please submit a Move-in form with your new unit details. **Note: You cannot submit a new move-in form until your move-out form has been processed. |
I made a mistake on my Move-In/Move-out Form, what should I do? | If your request has not been processed yet, please submit a new move-in/move-out form at your earliest convenience. Otherwise, please contact our contact support if you believe you made an error on your initial request. |
How do I log in to the portal? | To log in to our portal, please visit https://my.utrack.energy/login. |
What if I forgot my username? | If you have forgotten your username, you can refer to the email address used to submit your Move-in form. If you cannot remember the email used, please contact support. |
What if I forgot my password? | If you have forgotten your password, please visit the "Forgot Password" page and follow the instructions. |
How can I switch to paperless billing? | To switch to E-billing billing, please Log In to your account, navigate to the "Bills" section, and turn on "Go Paperless with E-bills". |
Where can I find my account number? | You can find your account number on the upper left-hand side of your bill or through our platform after logging in. |
What will I see on my first bill? | Your first bill will include the following:
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How do I set up a Pre-Authorized Payment (PAP) plan for my accounts? |
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Why is my bill high even if I was away? | Appliances on standby, heating/cooling settings, or water leakages can cause this. Ensure they're adjusted when away. |
How frequently will I be billed for my utility? | Bills are issued on a monthly basis and generally are due 21 days after issuance. |
What are the methods to pay my bill? | uTrack offers the following payment methods for your utility bills:
For more details, please visit https://utrack.energy/pay-a-bill/ **Note: To ensure your cheque is processed on time, please send it well in advance (7-10 days) before the due date to account for any postal delays. We will consider the date we receive the cheque as the payment date. It is also recommended to use a reliable mailing service, include all necessary information, and monitor your bank account for cleared payments. |
I think my bill is incorrect, what should I do? | Please send an email to support@utrack.energy, including your Service Location with your unit number (if applicable), as well as your account number and provide a brief explanation for the billing error. |
Is there a late payment charge? | Yes, a flat rate and/or interest will be charged on any amounts not recieved by the due date |
Why am I charged for an "Admin Fee" on my bill? | These charges represent the various expenses involved in ensuring a consistent and reliable commodity supply to your doorstep, from infrastructure development to customer support. This includes:
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Why am I receiving bills after I’ve moved out? | Likely, these bills will have your usage from the end of the last billing period until your move-out date. We only bill you for the electricity you consume! About a month after you’ve received your last consumption bill, we will issue you a final bill where your security deposit will be applied to any outstanding charges, and the remainder will be refunded to you. Ex. For a move out date on September 30th:
**Note: You are responsible for all charges on your utility accounts until your Move Out request is approved, even if you’ve already moved out. |