FAQ

Frequently Asked Questions

Got a question or unsure about a move in or move out process? We’ve got you covered. Explore our FAQ and find the answers you need.

Got Questions About Your Account?

We’ve got answers.

What is uTrack Energy and how does it work?

uTrack Energy is a submetering provider, meaning we track the utility usage of each individual unit and bill accordingly, removing the need for estimations. This means you get billed based on what you use, minimizing the amount of cross-subsidization between the tenants of a building.

I am a new owner, how do I set up my account?

Please complete the Move-in Form to set up your account with uTrack®. 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 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 ensure that the new owner completes the Move-in Form. You will be responsible for the utility charges until your Move Out request is successfully processed and the new owner Move-in form is received, even if you’ve already moved out.

I am a new tenant, how do I set up my account?

Please complete the Move-in form to set up your account with uTrack®. 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 complete 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 complete a new move-in/move-out form at your earliest convenience. Otherwise, please contact our support team 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 password?
If you have forgotten your password, please visit the “Forgot Password” page and follow the instructions.
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 our support team.
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:

    • A one-time Setup fee for each utility service
      You can find information about your “Billing Rates and Fees” within the uTrack® Portal.
    • Consumption charges for your first billing cycle.
    • The first of six security deposit installments.
How do I set up Pre-Authorized Payment (PAP) plan for my accounts
  • You can set up for PAP by logging into your uTrack® Portal account.
  • Please note that PAP needs to be set up for each utility account, such as Electricity AND Water.
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.

Why is my bill high even when I was away?
Appliances on standby, heating/cooling settings, or water leakages can cause this. Ensure they’re adjusted when away.
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 (if applicable) will be applied to any outstanding charges, the remainder will be refunded to you and your account will be closed.
 
Ex. For a move out date on September 30th:
 
  1. Received bill for August 15 – September 15 on September 20th
  2. Receive bill for September 16 – September 30 on October 20th
  3. Receive your final bill on Nov 20th
How frequently will I be billed for my utility
Bills are issued on a monthly basis.
What are the methods to pay my bill?

uTrack® offers the following payment methods for your utility bills:

Pay via

  • Pay via Portal (Pay by card)
  • Set up PAP via Portal
  • Quick Pay (Pay by card without logging in to the portal)
  • Pay by Bank (In-person or Online Banking)
    • Payee: UTRACK ENERGY INC

Pay by Cheque:
UTRACK ENERGY INC
5775 Yonge Street
Suite 1902 (Mailbox#34)
North York, ON, M2M 4J1

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, flat rate and/or interest will be charged on any amount not received by the due date.

Still have questions?

If you can’t find answers to your questions in our FAQ section, you can always contact us. We will get back to you shortly.

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