Payment Frequently Asked Questions

Frequently Asked Questions - Payment Vendor Transition

• What is happening?

  In 2024, we transitioned to a new third-party electronic payment processor, ACI Speedpay, for some electronic payment methods, including debit/credit cards. We will begin processing all electronic payment methods through ACI Speedpay in January 2025. 

• Why is FirstEnergy changing its third-party electronic payment processor?

  We’re committed to giving you the tools you need to manage your electric account. This change allows us to continue to offer the most common payment options while expanding payment options to include PayPal and Venmo. 

• What is the timeline for the transition?

  The transition is happening in two phases. In May 2024, we began processing payments made by credit card or debit card through ACI Speedpay. The second phase will occur in January 2025, when payments made by bank draft (ACH) will be processed through ACI.  

• I’m enrolled in automatic payments. What does this change mean for me?

  Our goal is to make the transition as seamless as possible. If you make payments via credit or debit card, you have already been transitioned into the AutoPay Credit Card program.

  If you make automatic (checkless) payments via bank draft (ACH), you will be automatically transitioned into the AutoPay Bank Account in January 2025. 

  If you see any problems in the way your automatic payment is withdrawn after the transition, please contact us and a member of our team will be happy to assist you.

• I pay my bill manually each month. What does this change mean for me?

  If you make individual monthly payments, you’ll still be able to pay with a one-time online payment or by giving us a call and using our automated phone system. Note that service fees, charged by the third-party payment vendor, will still apply for one-time payments.

  You may see changes to the way the charge appears on your credit or debit card statement. The descriptor will now appear as firstenergycorp.com. 

• I pay my bill through bank draft (ACH). What does this change mean for me?

  If you make automatic payments via bank draft (ACH), you will be automatically transitioned into the AutoPay Bank Account in January 2025. 

  If you make individual monthly payments via bank draft, please note there will be a new service fee of 50 cents per transaction for both residential and commercial customers starting in January 2025. This fee is charged by the third-party payment processor and applies only to one-time payments. 

  You can avoid all one-time payment service fees charged by our third-party payment processor and easily stay current on your energy bill by enrolling in our AutoPay Credit Card or AutoPay Bank Account programs. As we continue to expand our electronic payment options, we will work to balance service fees charged by third-party vendors with our customers’ preferences. 

• Will service fees for one-time payments be changing?

  Yes, there will be some changes to the fees charged by the third-party payment processor starting in January 2025. These fees will only apply to one-time payments. Residential customers who are enrolled in automatic payments (AutoPay Credit Card and AutoPay Bank Account programs) and commercial customers enrolled in the AutoPay Bank Account program will not be charged fees.  

  • For residential customers, the third-party service fee for a one-time credit or debit card payment will decrease from $4.75 per transaction to $2.75 per transaction.

  • For commercial customers, the third-party service fee for a one-time credit or debit card payment will decrease from 3% to 2.75% of the total transaction.

  • There will be a new service fee of 50 cents per transaction for both residential and commercial customers making one-time payments with a bank account (ACH).

  You can avoid all one-time payment service fees charged by our third-party payment processor and easily stay current on your energy bill by enrolling in our AutoPay Credit Card or AutoPay Bank Account programs. As we continue to expand our electronic payment options, we will work to balance service fees charged by third-party vendors with our customers’ preferences. 
  

• Are you adding or removing any existing payment methods?

  While this change means we will no longer be able to process payments via text or by Boost, we are excited to now be able to accept payment through PayPal and Venmo. We will continue working to offer payment options that best serve our customers.  

• Should I do anything differently?

  If you’re currently enrolled in automatic payments with your debit or credit card (AutoPay Credit Card program), your information was automatically transitioned in May 2024.

  If you make automatic payments via bank draft (ACH), you will be automatically transitioned into the AutoPay Bank Account program in January 2025. 

  If you make individual monthly payments via bank draft, please note there will be a new service fee of 50 cents per transaction for both residential and commercial customers starting January 2025. This fee is charged by the third-party payment processor and only applies to one-time payments.

  Please take the following steps to ensure your bank account information is up to date and ready for you to use:
  

  • Go to Login

  • Log in to My Account with your username and password. If you do not have My Account, you can create one for free.

  • Select the Manage My Account option.

  • Scroll down to My Information.

  • Expand Billing & Payment Information.

  • Select Manage My Wallet. You will be redirected to ACI Speedpay.

  • Enter your bank account or card information and follow the prompts to confirm your setup.

  • Check your email for confirmation of your selections.

  You can also review your information to ensure it is correct. 

  We will no longer be able to accept payments through text or Boost. If you currently use these methods, we encourage you to explore one of our many other payment options. 

• Can I continue to mail in a check or call to make my payment?

  Yes, you can continue to mail in a check or give us a call to pay your bill each month through our automated phone system. View more information on all the ways to pay.

• What other changes will I see?

  You may see changes to the way the charge appears on your credit or debit card statement. The descriptor will now include firstenergycorp.com. 

• What if I need help paying my bill?

  We understand there are many reasons you may be struggling with home energy costs, and we want to help. See if you qualify for assistance programs or a payment arrangement.

• Can I continue to manage multiple linked accounts under the same online registration?

  If you currently manage multiple linked accounts under your online registration, you will need to add a valid payment method and make payments on each account individually at the start of the transition. The ability to link multiple accounts will be coming in the future, and we will update you when this feature is available again. We appreciate your flexibility throughout this transition.  

• What should I do if I need help?

  If you notice a problem during the transition of your account or have questions about what will be transferred, please contact us and a member of our team will be happy to assist you.