MyHQ
Frequently Asked Questions
1. Getting Started with MyHQ
What is MyHQ?
The updated online self-service customer portal where you can view and pay bills, manage accounts, set up notifications, and more.
How do I sign into MyHQ for the first time?
To sign in for the first time, use your usual account credentials. A verification code will be sent to the email address linked to your account. Enter the code when prompted to access your MyHQ dashboard.
What is Multi Factor Authentication (MFA) and how do I set it up?
MFA adds an extra layer of security when logging into MyHQ. You can receive your verification code by email or SMS text messages. To enable SMS, go to My Profile > Personal Information and enter your mobile number (no dashes). You’ll get a text and need to reply to link your phone.
2. Managing Your Account
How do I add another account to MyHQ?
Go to Account Preferences and enter the account number and billing ZIP code.
Is there a limit to how many accounts I can have?
No, there is no limit. You can add as many accounts as needed.
3. Notifications & Preferences
How do I set up notifications for Billing & Payment or AutoPay?
Go to My Profile then Notifications Preferences to choose how you’d like to receive updates for Billing & Payment AutoPay, and other activity. You can select email, SMS, or both.
Can I apply the same notifications setting to all accounts?
Yes, you can. You may choose to receive notifications for all your accounts at one. If you prefer different settings for each account, you can update them individually by selecting the specific account number.
Can I add another person to receive notifications?
Yes, the primary account holder can add additional contacts (like a spouse or family member) to receive alerts by email or SMS. After adding them, notifications must be manually enabled for the secondary email address.
4. Billing & Payments
How do I view and pay my bill online?
To access your payments, go to the Bills tab. Hover your mouse over the right side of the bill row, View and Pay actions will appear. Click Pay to see your bill details and choose the amount you’d like to pay.
How do I add a payment method?
Go to the Wallet tab and click Add Bank Account to enter your banking information. You can add multiple checking accounts if needed. Alternatively, you can add a payment method during the bill payment process by following the prompts to enter and save your details.
Can I make a partial payment or add a donation?
Yes, you can pay less than the total amount and even add a donation using the “Donation field.” This is available only in MyHQ.
Can I export my billing history?
Yes, you can export billing info to Excel from the Bills tab, either by individual account or in bulk.
5. AutoPay
How do I set up Autopay?
You can set up AutoPay after completing a payment by clicking Set Up AutoPay on the confirmation screen. You can also go to the AutoPay tab and click Create AutoPay. Only accounts that are not already enrolled in AutoPay will appear as options.
Can I set limits for AutoPay?
Yes, you can. The default maximum payment limit is $25,000. It is recommended that you lower this limit based on your preference.
How do I manage or cancel AutoPay?
Go to the AutoPay tab to view and manage your AutoPay settings. From here, you can update the limit, view enrolled accounts, or cancel AutoPay for any account.
What does the AutoPay status mean?
The AutoPay tab displays the current status of each enrolled account. If an AutoPay setup expires or is inactive, its status will update accordingly so you can act if needed.
6. Profile & Security
How do I update my contact info?
Under My Profile, you can change your name, email address, phone number, and preferred contact method for alters and verification.
Can I change where I receive verification codes?
Yes, you can choose to receive verification codes via email or SMS, depending on your preference.
7. Help and Support
I’m having trouble logging in – what should I do?
Double check your credentials and look for a verification code. If issues persist, contact Customer Service at (860) 278-7850, option 4.
Who do I contact if I need help?
Reach out to our Customer Service at (860) 278-7850, option 4. We’re here to help you get the most out of MyHQ.