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Frequently Asked Questions
Find answers to common questions about our services and platform.
Log In
For security reasons, all new users are required to change their temporary password to a personal and secure one during their first login.
The password reset takes effect immediately. You can log in as soon as the reset is complete.
Your account may become locked after 3 unsuccessful login attempts.
Yes, different users, such as finance or admin staff, can log in to the same PLE account using their own usernames. Please note that these users must first be registered with PacificLight before they can access the Customer Portal.
To register or add an additional user, go to My Account > My Details > Other Registered Contact Details > “Add”. Once the account is created, the new user will receive their login credentials within 5 business days. They will also receive communications and updates from PacificLight.
The Customer Portal login is linked to your PLE account number. If you have multiple accounts, contact us via “Support Tickets” to request that they be linked under the same login.
Dashboard
Your carbon footprint reflects the amount of carbon dioxide (CO2) emissions produced from the electricity your business consumes. In simple terms, it shows the environmental impact of your energy usage.
Your carbon footprint is the estimated amount of carbon dioxide (CO₂) emissions produced from your business’s electricity consumption.
To calculate it:
1. Take the electricity from “Current Month's Energy Usage” (in kWh).
2. Multiply it by the Energy Market Authority (EMA)’s grid emission factor for Singapore (for 2024: about 0.402 kg CO₂/kWh). For more information, visit website.
3. The result gives your estimated CO₂ emissions (in tonnes) — your carbon footprint from electricity use.
Example:
If your business used 1,000 kWh in a month:
Carbon footprint = 1,000 kWh × 0.402 kg CO₂/kWh = 402 kg CO₂ = 0.402 tonnes in CO₂.
The dashboard reflects near real-time usage, which may be delayed by up to 10 days due to data transmission from Singapore Power. Your invoice reflects finalized usage for the full billing period, so figures may differ.
It represents the total outstanding balance payable, including all unpaid invoices from previous months, current month charges that have not yet been settled, and any applicable late payment fees or adjustments.
The Dashboard is not available to tenant accounts. As a tenant, your account does not have access to this feature because it is designed for property owners to manage their properties information.
My Account
Your contract number is the unique identifier linked to your electricity service agreement. It is used for electricity consumption tracking, billing and payment matters, account management, and customer service support.
No, your contact details cannot be updated via the Customer Portal. Please contact us at “Support Tickets” for assistance.
Updates to Other Registered Contacts will take effect within 5 business days.
Your Account Manager is your designated point of contact for sales and ongoing account support.
You may contact your designated Account Manager directly. Their contact information is available under My Account > My Details > Account Manager. Alternatively, you can click the “Renew” button on the “My Contract” page, and your Account Manager will contact you.
Yes, you can renew your contract ahead of its expiry date by clicking the “Renew” button.
Billing & Payment
Monthly invoices are available in the Customer Portal for up to 24 months based on the invoice issue date. We recommend saving copy of older invoices before they expire.
Please contact us via “Support Tickets”.
Please ensure Adobe Acrobat Reader is installed on your device to download, view, and print your bills.
Yes, you can make payments using PayNow or set up recurring payments via eGIRO.
We offer several convenient ways to pay your bills:
• PayNow: Scan the QR code on your invoice or portal dashboard using your preferred banking app for instant payment.
• eGIRO: Apply through our online platform at https://egirob2b.pacificlight.com.sg/ .
• GIRO: Apply manually using a hard copy application form .
• Recurring Credit Card: Supports Visa, Mastercard, American Express, and Diners Club. (Note: Tenant accounts are not eligible for recurring credit card enrolment).
• Bank Transfer: Direct transfer to our designated bank account.
• AXS payment: Pay via any AXS Station, AXS e-Station, or the AXS m-Station mobile app.
Please note that switching your payment method during the contract period may require a review of your current contract terms.
Your unit leasing rental contract, comprising electricity component, is held directly with your landlord, who manages and maintains the agreement. If you need to review your contract, please contact your landlord directly.
Energy Usage
• Delayed Meter Data: Your meter has not reported recent data yet.
• New Account: Your account was recently activated and no data yet.
• Data Sync Issue: There may be a temporary system synchronization delay. Please contact support if the issue persists.
• Solar Scheme Account: Solar usage charts are currently unavailable for accounts under a solar scheme.
You can access up to 24 months of historical consumption data. We recommend saving copy of older invoices before they expire.
Monthly graphs are only generated once a full calendar month of data is available. For example, if data is only available up to March 29th, the complete March bar will not display yet. In the meantime, you can still view your up-to-date usage under the Daily or Half-Hourly tabs.
Tenant energy usage is recorded manually from sub‑meters. This data is not available electronically in the system. For consumption records, please refer to your electricity bills.
Support Tickets
You can easily report issues or submit technical enquiries by going to the Create Ticket section at Supports within the Customer Portal.
In the Support Tickets section, you can view open and closed tickets, check status updates, submit new issues, and respond to requests for information from the support team.