Frequently Asked Questions

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.

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.

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.

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.

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.

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.

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.

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.

To log in to our portal, please visit https://my.utrack.energy/login.

If you have forgotten your password, please visit the “Forgot Password” page and follow the instructions.

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.

To switch to E-billing, please Log In to your account, navigate to the “Bills” section, and turn on “Go Paperless with E-bills”.

You can find your account number on the upper right-hand side of your bill or through our platform after logging in.

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.

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.

Appliances on standby, heating/cooling settings, or water leakages can cause this. Ensure they’re adjusted when away.

After you move out, you’ll receive a final bill that covers your utility usage from the end of your last billing period up until your move-out date.

If you paid a security deposit, it will be applied to this final bill. Any remaining balance will be refunded to you, after which your account will be closed.

For example, if your move-out date is September 30:

1. You’ll receive a regular bill for August 15 – September 15 (issued September 20)
2. You’ll receive a final bill for September 16 – September 30 (issued October 20)

Bills are issued on a monthly basis.

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.

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.

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