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In response to COVID-19, disconnections are suspended through May 31, 2021 and payment arrangement options are available. Read our latest COVID-19 updates.

COVID-19 Updates

We're Here to Help You

We understand that customers may be experiencing financial hardship due to COVID-19. Learn how we can help you with your bill and what we are doing to support our local communities.


Payment Arangement Options

Payment Arrangements

View a list of interest-free payment arrangement options available for a limited time and in multiple languages. There are other payment assistance options available as well.

Request Payment Arrangement

Customer Service Options

Customer Service Options

As we increase our efforts for social distancing, we urge customers to enroll for online services at our Online Customer Service Center or through our mobile app.

Customer Service Options

Frequently Asked Questions

Frequently Asked Questions

View some questions you may have related to our response to the COVID-19 situation, and the company's answers.

Frequently Asked Questions

Customer Service Options

Resources for Business Customers

We want our business customers to know that we're here to support them during the economic recovery from the coronavirus pandemic.

Business Resources


Additional Resources

  • Rental & Utility Relief Program - Helps qualified people on Oahu pay for their rent and household utility bills for electricity, sewer and water, and gas.
  • Hale Kakou - Provides rent, mortgage, and utility assistance for individuals and households impacted on Oahu.
  • Hawaii Pandemic-EBT - This program provides assistance to Hawaii families with children who are struggling to buy food.
  • DHHL Rent Relief Program - Provides financial assistance to native Hawaiian renters on the DHHL Waiting List who are experiencing hardship caused by the COVID-19 pandemic.

February 10, 12:00 p.m.

Due to high demand, Utility Bill Assistance Program closed to new applicants after 2 days

The Hawaii Utility Bill Assistance Program established by Hawaiian Electric and Aloha United Way is closed to new applications due to high demand that led to nearly $2 million being committed to 2,700 households in two days.

The statewide fund is still accepting contributions from companies, organizations and individuals and may be applied to a limited number of applicants who were placed on a waiting list.

The Hawaii Utility Bill Assistance Program was established by Hawaiian Electric to help households financially affected by the pandemic and that fell behind on their electric, water, sewer and gas bills. The fund helps to serve as a bridge until additional government assistance becomes available.

Read full news release


February 2, 9:00 a.m.

Hawaiian Electric and Aloha United Way launch Hawaii Utility Bill Assistance Program

Hawaiian Electric is the founding sponsor of Aloha United Way's new statewide program to help qualifying families recover from the economic hardship caused by the COVID-19 pandemic. The Hawaii Utility Bill Assistance Program will begin accepting applications through the Aloha United Way website on Feb. 8, 2021 at 8 a.m.

The Hawaii Utility Bill Assistance Program aims to help Hawaii residents who are financially affected by the pandemic and who have fallen behind on their electric, water, sewer and gas bills. Applicants will be qualified through a process administered by Aloha United Way on a first-come, first-served basis, until program funds are completely disbursed.

Residential customers who meet eligibility requirements can receive one-time assistance of funds up to $750. That amount can be paid to one utility or split among several. Bills for telephone, cell phone, cable and internet service are not eligible for payment. Payments for approved applications will be disbursed directly to each utility company.

Read full news release


December 22, 5:00 p.m.

Moratorium on disconnections of electric service for nonpayment extended through March 31, 2021

The moratorium on disconnections for nonpayment has been extended through March 31, 2021, by order of the Public Utilities Commission (PUC). Even with the extension, customers having difficulty paying their bill are urged to contact Hawaiian Electric to set up a payment arrangement plan.

The PUC today ordered the extension of the disconnection moratorium, which was previously set to end Dec. 31. The moratorium has been in place since March.

"If you've been financially impacted by COVID-19, contact us so we can help you," said Shelee Kimura, senior vice president of customer service. "Our goal is to keep everyone connected, even when the moratorium is ultimately lifted, so let's work together to make a plan that can work for your budget."

Read full news release


January 19, 9:00 a.m.

Quick Connect Rooftop Solar Pre-Approval Program

Quick Connect is a 12-month pilot starting in January 2021 to provide immediate benefit to new rooftop solar customers during the COVID-19 pandemic, help solar contractors and boost the economic recovery of Hawaii.

It allows new solar systems that meet basic requirements to be installed and energized without full prior approval from Hawaiian Electric. This should reduce the time between a customer signing a contract for a new system and beginning to save money by using self-generated electricity.

"We are committed to help our customers save money and help invigorate Hawaii's economy as we get through the pandemic and move aggressively to 100 percent renewable electricity," said Lani Shinsato, customer energy resources co-director at Hawaiian Electric.

Read full news release


December 22, 5:00 p.m.

Moratorium on disconnections of electric service for nonpayment extended through March 31, 2021

The moratorium on disconnections for nonpayment has been extended through March 31, 2021, by order of the Public Utilities Commission (PUC). Even with the extension, customers having difficulty paying their bill are urged to contact Hawaiian Electric to set up a payment arrangement plan.

The PUC today ordered the extension of the disconnection moratorium, which was previously set to end Dec. 31. The moratorium has been in place since March.

"If you've been financially impacted by COVID-19, contact us so we can help you," said Shelee Kimura, senior vice president of customer service. "Our goal is to keep everyone connected, even when the moratorium is ultimately lifted, so let's work together to make a plan that can work for your budget."

Read full news release


December 7, 11:00 a.m.

Hawaiian Electric walk-in payment centers permanently close

Hawaiian Electric's walk-in payment centers in Honolulu, Kahului, Hilo, Kona and Molokai, closed since the onset of the COVID-19 pandemic, will permanently shut their doors due to declining use and customers adapting to other payment options.

The company is encouraging customers to enroll for online services through its Online Customer Service Center or mobile app. Online, customers may start, stop or move service requests, request payment arrangements through an authenticated channel, report payment, submit billing inquiries, schedule one-time or automatic bill payment, as well as report and check status on outages.

The payment centers were closed in mid-March to keep customers and employees safe during the COVID-19 pandemic, and they have remained closed. Even before the pandemic, fewer than 5 percent of customers used the company's walk-in payment centers. Those customers are now using other payment options, including automatic bill payment.

Read full news release


October 19, 10:00 a.m.

CARES Act funding for businesses available for limited time

Businesses struggling with the financial impact of COVID-19 are urged to apply now for financial assistance from government and nonprofit sources that cover utility bills and other costs. Millions of dollars in additional federal CARES Act funding have been made available through the end of the year.

"Connecting our commercial customers to these federal funds helps boost our local economy and provides much-needed financial relief to businesses impacted by the COVID-19 pandemic," said Shelee Kimura, Hawaiian Electric senior vice president of customer service. "We're here to work with our customers to help them through this difficult time."

Deadlines for some assistance programs are fast-approaching while others are nearing their funding limits. It's important to apply while assistance is still available. Eligibility requirements vary.

Read full news release


September 15, 9:00 a.m.

Customers urged to act now, apply for CARES Act funds

Customers challenged by the financial impact of COVID-19 are urged to apply now for utility bill assistance from government and nonprofit sources. Millions of dollars in federal CARES Act funding are available only until the end of the year.

Customers also should take advantage of Hawaiian Electric's special payment arrangement plans to help keep past due balances manageable. Go to www.hawaiianelectric.com/paymentarrangement to learn more about the interest-free plan options for residential and business customers.

"It's critical for customers to apply for assistance if the COVID-19 pandemic has caused financial strain for their household or business. The time to act is now. It helps everyone in Hawaii when these federal funds are injected into our local economy," said Shelee Kimura, Hawaiian Electric senior vice president of customer service. "We're also offering special payment arrangement plans to help ease the burden for customers – but we need to hear from you in order for us to help."

Read full news release


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