Clearway Community Solar: Customer Support Center
Welcome to the Clearway Customer Support Center
Clearway’s focus is the safety and health of our valued customers and teams. As we continue to monitor the status of COVID-19 (Coronavirus) along with you, please find the below frequently asked questions and service options to help with your account.
Login to Your Customer Portal
Solar production, bill payment, and more is made easy with the online Customer Portal. You can access your account from home 24/7 using www.my-clearway.com.
Your Trusted Clearway Support Team is Here to Help
Safety & health are always part of Clearway’s Core Operating Principles, and along with our valued customers and partners we are continuing to monitor the status of COVID-19 (Coronavirus) and follow guidance from health authorities and civic leaders as we attempt to minimize community spread and work together to meet this unprecedented challenge.
Clearway is here for you and will continue to strive for best-in-class service. As a business, we are taking precautionary measures to ensure the health of our teams that support you. Our Online Customer Support Center is designed to additionally serve as a useful resource for questions and service, and additionally includes helpful contact information.
Thank you for being a valued customer and your continued support of renewable power. Together, we are building a healthier planet, and during this time, we will continue to ensure you have the resources you need from Clearway to focus on the health of you and your loved ones.
Useful guidelines and information:
For additional information about COVID-19, get the latest report from the Centers for Disease Control at cdc.gov or your local health department website. For additional up-to-date developments, research, and guidance from government health authorities and the World Health Organization (WHO), the Infectous Disease Society of America (IDSA) has created this useful site.
Contact our team for account support or any other questions.
(Monday – Friday: 8AM to 8PM CST)
We care deeply about our community and equally appreciate the importance of your question or concern. During this time, response or hold times may be longer than usual. We will ensure you are provided the support you need and will reply as soon as possible. Thank you for your patience as we work hard to support each and every valued customer.
We encourage you to utilize this Customer Support Center to answer your questions.
Memorial Day, May 25
Independence Day, July 3
Labor Day, September 7
Thanksgiving, November 26
Day After Thanksgiving, November 27
Christmas Eve, December 24
Christmas Day, December 25
We encourage you to access your account from home 24/7 using our Online Customer Portal at www.my-clearway.com to view your account statements, see solar production data, make payments, and more.
In addition to the online Customer Portal, Clearway recommends the following payment methods during this time:
AutoPay: Clearway also offers customers a secure and convenient AutoPay option. To set up AutoPay with bank draft, please download and complete the AutoPay Enrollment Form, and email the form to firstname.lastname@example.org or call 1.855.712.7508 Mon – Fri, 8am – 8pm CST to set up AutoPay. You may also enroll online within your Customer Portal by visiting www.my-clearway.com.
Phone: Clearway can accept credit card or debit card (Visa and Mastercard) payments over the phone at this time. Please call 1.855.712.7508 Mon – Fri, 8am – 8pm CST to make a one-time payment over the phone. Clearway offers a user-friendly online Customer Portal where you can submit one-time payments. We encourage our customers to become familiar with this easy-to-use online channel, which includes payment options, frequently asked questions, support channels, and solar production data.
Mail: you may pay your Clearway Community Solar bill by check or money order, however, processing times may be longer than usual. Clearway recommends that you make payments online via your Customer Portal at www.my-clearway.com.
Checks may be mailed to:
Clearway Community Solar, Attn: Remittance
PO Box 4387
Portland, OR 97208-4387
Please note, processing times may be longer than usual.
Enrolling in AutoPay
Clearway offers a secure AutoPay option that offers reliance, convenience, and a lower carbon footprint payment method. With AutoPay, customers save time and enjoy the convenience of knowing your bill is paid automatically, securely, and on time.
As a friendly reminder, you will not be billed by Clearway until your assigned Community Solar farm is actively producing power.
Frequently Asked Questions
Q: Why do I receive a separate bill from Clearway?
A: Clearway’s program is separate from your utility, and your energy supply is still through your local utility. Therefore, you will continue to receive your utility bill as usual, but now, your utility bill will show the solar bill credits resulting from your Clearway subscription, which reduces your utility charges. Clearway will send a separate bill to you for the solar bill credits at your contracted rate.
Q: Do I still need to pay my utility bill?
A: Yes, you are still responsible for paying your monthly utility bill. Your charges will be lowered by the solar bill credits applied to your bill.
Q: What are solar bill credits?
A: Every month, the solar energy generated by the solar farm is sent directly to the local power grid, and Clearway customers receive solar bill credits (sometimes called “net metering credits”) for the solar energy produced. The solar bill credits are applied directly to utility bills, reducing the charges.
Q: I need assistance logging into the online Customer Portal; who should I contact?
A: If you are having trouble logging into the online Customer Portal, you can reset your password by clicking the “Reset Password” button. If you are unsure of your username, please be sure to try the email address associated with your Clearway account. If you still need assistance, please call 1.855.712.7508 Mon-Fri, 8am-8pm CST for support.
Q: I have moved and need to transfer my Clearway account to my new address; who should I contact?
A: Clearway’s customer support team can assist you in transferring your Clearway account to your new address in the event of a move within Clearway’s serviceable territory. To start your transfer, please email Customer Support at email@example.com or call 1.855.712.7508 Mon-Fri, 8am-8pm CST for support. Please be sure to provide your contract number, your current home address, and your new home address.
Q: What is the development status of the Clearway Community Solar farm to which I am assigned?
A: The development of a Community Solar farm is a unique process that requires many steps, from various permitting, to thorough and professional construction, interconnections to your local power grid, completion of all inspections, and ultimately, activation.
As the largest developer and operator of Community Solar farms in the United States, Clearway is proud of the efficiency we have mastered around bringing our farms to a live state. However, this all does take some time, and your patience is appreciated. Depending on the time of your enrollment and your region, your assigned Clearway Community Solar farm may be active within the next few months. Others, especially in newer regions like Illinois, are expected to be live by the end of 2020.
Clearway will send you an email and letter notification when your farm is placed in service and notify you once again before billing begins.