Frequently Asked Questions

Billing and Payment

  • Are there special payment plans for those affected by COVID-19?

    Yes. Hawaiian Electric is offering a special payment plan for those hardest hit by the coronavirus crisis, wherein the current total balance due will be paid over the next several billings. In addition to the monthly installment, you will continue to incur new energy charges, for which you must also pay by the stated due date for the duration of your special payment arrangement plan.

    If you wish to take advantage of the COVID-19 Special Payment Arrangement, please enter COVID-19 special payment arrangement in the message box (to the right of this page when logged in) to sign up. You will receive a confirmation message once your request has been processed. And you will see your installment plan reflected in your upcoming monthly billing statement(s).

  • How can I pay my bill?

    • With One-Time Payment, you can schedule a payment using your bank or credit union account. This service is free.
    • You can pay your electric bill online using a credit card, debit card, electronic check, Venmo (mobile only), or other digital payment methods like PayPal and Google Pay with third party vendor, Paymentus. Payment fees will apply. Please allow up to 3 business days for your account to be credited.
    • You can drop off payment at any time in any one of our Customer Service Drop Box Locations.
    • To pay by charge, checking or savings debit card, or electronic check, please call 1-888-826-5006. Payment fees will apply. Please allow up to 3 business days for your account to be credited.
    • To remit your payment by mail, please use the mailing addresses below
      • Hawaiian Electric
        P.O. Box 30260
        Honolulu, HI 96820-0260
      • Hawaii Electric - Hawaii Island
        P.O. Box 29570
        Honolulu, HI 96820-1970
      • Hawaiian Electric - Maui County
        P.O. Box 310040
        Honolulu, HI 96820-1040
    • Pay in person by visiting a participating Western Union agent location.
  • Why are newly added bank accounts verified?

    A National Clearing House Association rule requires newly added bank accounts to be validated before use for payments, for fraud detection purposes. Please allow up to 5 business days for Hawaiian Electric to verify a new bank account. Any scheduled payment tied to an invalid bank account will be canceled.

  • Why did I receive an estimated bill?

    There may be times when we are unable to obtain a reading - the meter may be located in an area that is inaccessible, or there may be a dog in the yard prohibiting safe access to the meter. In these situations, your bill will be estimated based on your average historical usage.

  • Can I change my billing due date?

    The company's billing cycle is based upon when your meter is read each month. The due date for your bill is approximately 15 business days after the bill is mailed. We realize this may not be convenient for everyone. If you would like to make payment arrangements, please call your company's Customer Service department.

  • When does my bill become delinquent?

    If your bill is not paid by the due date shown on your billing statement, it is delinquent. A late payment fee of 1% of your past due balance will be assessed.

  • What is the service charge for a returned payment?

    The service charge is $25.

Disconnected Service - Failure to pay your bill may result in your electric service being disconnected

  • Once payment has been made, when will electric service be restored?

    • Payment in full of all balances due, deposit and $20 re-establishment fee is required prior to meter reconnection, which will be performed within one business day* (Monday-Friday, excluding holidays). If circumstances beyond our control prevent our representative from safely turning on the electric meter, services may be left off and a new schedule will be required over the following business day(s).
    • For emergency situations, same-day meter reconnection may be requested pending advance Company approval, resource availability and additional fee of $25.

Advanced Grid and Advanced Meters

  • What is an advanced grid?

    An advanced grid is a modern electric system that incorporates communications and information technologies into the existing electric grid.

  • What are advanced meters?

    These are modern electric meters with two-way communications capabilities. Advanced meters enable two-way communication between electric customers and Hawaiian Electric through a secure wireless communications network.

  • Why is there a "My Energy Use" button available in my online account?

    If you have an advanced meter installed, you will have access to the "My Energy Use" portal by clicking on the "My Energy Use" button from your online account. The "My Energy Use" button will take you to an online tool that will allow you to view information transmitted from your advanced meter.

  • What is the "My Energy Use" portal?

    You'll be able to use the online portal to get more information on your energy use and better manage your electric bill.

  • Is the data that is transmitted secure?

    Yes. Hawaiian Electric takes customers' privacy very seriously. To protect customer privacy, we have rules and safeguards in place, and those apply to advanced meter data.

Discounts and Financial Help

  • Is there a way for low-income customers to receive assistance?

    LIHEAP (Low Income Home Energy Assistance Program) is a federal program that provides qualifying low-income households with a one-time credit to offset household energy costs. Applicants may apply, once per program year, for one of two types of credit: Energy Credit (EC) or Emergency Crisis Intervention (ECI). For complete details about the LIHEAP program, applicants may contact the State of Hawaii LIHEAP office, or their respective island community action office.

Life Support

  • A member of my household is on life support equipment. What do I need to do to ensure power is maintained in my home?

    Please contact Customer Service if anyone living in your home is dependent on life support or emergency equipment. However, because unplanned outages can and do occur, it is important for customers on life support to make alternative plans should the power go out at their homes.

Meter Reading

  • How often does my meter get read?

    Your meter is read every 27 to 33 days.

  • My home is completely fenced; how is my meter being read?

    Meters can be read using binoculars from outside the yard or from the yard next door.

  • I have a dog on my property. What can I do to allow the company to obtain monthly meter readings?

    • You can call your company's Customer Service Department and request a phone call the day before your meter is read so you can secure your dog the next day.
    • You also have the option of reading your own meter and mailing a meter-reading card to us every month.
    • Call your company's Customer Service Department to make arrangements regarding your dog.
      • Oahu: 548-7311
      • Hawaii Island: 969-6999
      • Maui County: on Maui 877-7771; on Molokai & Lanai toll-free 1-877-871-8461
  • How do I read my meter?

    Please visit our Web page How to Read Your Meter for information.

Power Outages

  • Reporting a power outage or electrical emergency.

    To report a power outage or electrical emergency please call your company's Trouble Department, 24 hours a day, 7 days a week. Examples of electrical emergencies include downed power lines, sparking lines, or leaning poles.

    • Oahu: 1-855-304-1212
    • Hawaii Island: 969-6666
    • Maui County: on Maui 871-7777; on Molokai & Lanai toll-free 1-877-871-8461
  • In the event of a long outage, may I use a portable generator?

    Improper use of a portable generator poses a safety risk to our linemen. Be sure to read the manufacturer's manual and follow all instructions.

    • For the safety of our utility staff working to restore power, never plug the generator's power into a household outlet because the electricity can backflow into the utility lines.
    • Connect appliances to the generator using a heavy-duty extension cord that is designed for outdoor use.
  • Emergency preparedness.

    For tips on emergency preparedness, please click on the Safety and Emergency link on our website.

Rates

Tree Trimming

  • Does the company trim trees touching power lines?

    • Our companies regularly inspect trees growing near power lines and contract certified vegetation management crews to trim trees growing into power lines along roadways and throughout our service areas.
    • It is homeowners' responsibility to inspect and, if necessary, hire certified tree trimmers to trim trees on their properties that are in contact with or in close proximity to the service lines that deliver power to their properties. Upon request our staff can assist by de-energizing and lowering the service line.
    • For your safety please call us before conducting any kind of work on trees that are near overhead lines. We will inspect the lines and will help determine the best course of action.
    • To contact us regarding trees growing into power lines, please call our Vegetation Management Department and we will inspect the trees. Call us at:
      • Oahu: 543-7836
      • Hawaii Island: 969-6666
      • Maui County: on Maui 871-7777; on Molokai & Lanai toll-free 1-877-871-8461

Starting Electric Service

  • How do I start electric service?

    For existing customers with an online profile set up, please click here.

  • How long does it take to start or move electric service?

    The first available date to start or move service is the next business day. If power is off at your new location, the meter may be reconnected anytime between 8 a.m. and 4 p.m. on the requested start date. Please turn off all circuit breakers in your home before 8 a.m. on your requested date to ensure we can safely turn on the meter.

  • Are there fees to start electric service?

    A service establishment fee of $20 is charged for each new start or move request. We require one business day notice for new start or move service requests. If a *same day reconnection of the meter is required, an additional $25 will be charged. (*Same day reconnections for emergency situations require advance Company approval and resource availability.)

    We will make every effort to reconnect service on the requested date. If circumstances beyond our control prevent our representative from turning on the electric meter, we will attempt to restore service the next available business day. (On Fridays or days before a holiday, additional service restoration attempts may be delayed by an additional business day.)

  • Is a security deposit required?

    A security deposit may be required if you have not established credit with the company.

  • How much is the deposit and when do I get it back?

    The deposit amount varies and may be based on the two highest consecutive bills within a 12-month period, in accordance with the company's tariffs. The deposit plus an accrued interest rate of 6% is credited to your contract account after 12 months of prompt payment.

  • What if I move out before the 12 months?

    The deposit and applicable interest will be applied to your final bill; the remainder of the deposit will be refunded to you.

  • Why do I need to supply my Social Security Number?

    To comply with the Fair and Accurate Credit Transaction Act of 2003 (FACTA), we are mandated to protect against identity theft. When you provide your SSN, an ID validation is done through a credit reporting agency. This is to ensure your identification is protected and not fraudulently used in any way.

  • I am not comfortable submitting my personal information online. How is my information being protected?

    We use SSL security to ensure that your data is transmitted securely and sensitive data is encrypted on our system.

Stopping Electric Service

  • How much notice do I need to give to stop my electric service?

    You may submit a request to stop service (via phone or online) anywhere from one business day to 30 days in advance. You will be billed for energy use through your requested stop date, which will be reflected in the closing bill that will generate up to 30 days from the account closing date.

    The first available date to stop service is the next business day. Power may be physically disconnected anytime between 8 a.m. and 4 p.m. on the requested stop date (or any day thereafter); you will be billed for energy use through your requested stop date.

  • When will my deposit be returned?

    Your deposit, plus any interest accrued, will be applied to your closing bill, and any credit remaining will be refunded with the closing bill. Please allow up to 30 days for the closing bill to generate.