Customer Space: Log in
On October 6, the process to log in to your Customer Space changed: you must now use an email address. No more forgetting your access code!
Frequently asked questions about the process to log in to your Customer Space
Why do I get an error message when I enter my access code and password?
If you’ve gone to your Customer Space recently, you likely replaced your access code with an email address. Enter your email address and password and click Log in.
If you haven’t gone to your Customer Space in the past 24 months, we may have closed your Customer Space during our system upgrade on October 6, 2019. In that case, you must create a new Customer Space.
What should I do if I’ve forgotten my access code to log in to my Customer Space?
Enter the email address you use for correspondence from Hydro-Québec (Online Billing, newsletters, notices, etc.).
If you haven’t gone to your Customer Space in the past 24 months, we may have closed your Customer Space during our system upgrade on October 6, 2019. In that case, you must create a new Customer Space.
What should I do if I’ve forgotten my password to log in to my Customer Space?
Click Forgot your password? on the login page and follow the instructions.
What should I do if I clicked Forgot your password? and entered my email address to receive an email to select a new password but never received the message?
We suggest you check your spam folder. If the message isn’t there, contact us.
Why is the password I chose invalid?
Your password must be at least eight characters long including at least one uppercase letter and one lowercase letter. It must have no more than four consecutive characters that are contained in your email address.
I use an access code to log in to my Customer Space. How can I replace it with an email address?
If you have not logged in to your Customer Space since October 6, 2019, you must enter your access code in the email address field, enter your password and click Log in. You will then be prompted to enter an email address to replace your access code. From then on, use the email address every time you log in to your Customer Space.
I’ve always used an email address to log in to my Customer Space. Does the new login process mean I have to replace the address?
No. When you go to your Customer Space, you will be prompted to confirm you email address to log in. You can then choose to use the same address or a new one.
Do I have to use the email address that I use for correspondence from Hydro-Québec (Online Billing, newsletters, notices, etc.) to log in to my Customer Space?
No. You can use two different email addresses: one to log in to your Customer Space and the other to receive correspondence.
Why did I receive a message that my email address was already associated with a Customer Space when I tried to replace my access code?
Each Customer Space can be accessed through only one email address. If your email address is already associated with a Customer Space, you may group the accounts associated with more than one Customer Space. To do so, replace your access code with the same email address. If you prefer not to group them, you must enter a different email address.
What should I do if I’ve forgotten the email address I use to log in to my Customer Space?
Did you try logging in to your Customer Space using the email address you use for correspondence with us (Online Billing, newsletters, notices, etc.)?
- If you have, contact us.
- If you haven’t, try to log in again.
Can I change the email address I use to log in to my Customer Space?
Of course! Log in to your Customer Space, select the drop-down menu under the name in the top right-hand corner of your screen and then select Login information to see and edit the details you use to log in to your Customer Space.
I can log in to my Customer Space from my computer, so why can’t I log in from my tablet?
Our services do not support certain older devices and operating systems. Make sure you are using the version of iOS 12+ (iPhone, iPad) or Android 8+.
Where should I enter the six-digit activation code I received from the customer services representative?
If you received a six-digit activation code, then you’ve received the email with instructions to activate your Customer Space.
In the email, click Activate my Customer Space, then Log in to my Customer Space or Create my Customer Space, as the case may be. You will then be asked to enter the six-digit activation code.
I’ve tried to log in to my Customer Space several times, unsuccessfully. Is there a limit to the number of tries?
If you tried to log in five or more times unsuccessfully, we may have blocked access to your Customer Space for security reasons. You can wait 15 minutes and then try again.
Also, if your password has more than four consecutive characters contained in your email address, you must change it by clicking Forgot your password?
Finally, your browser may have saved your email address with a space before or after it without your knowledge. Please check.
If the problem persists, contact us.