| Frequently Asked Questions |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Most Frequently Asked
|
What are the benefits of managing my account online?
- Schedule Recurring Payments
- Receive Payment Confirmation
- Receive Bill Notification
- Review Bills Online
- Review Payment History Online
- Review up to 15 Months Usage History
- Change Pin (Password)
- Update User Profile
|
| |
Is it safe?
- Yes, this site uses a secure server, VeriSign, for conducting online transactions. All payment information that you transmit to us will be protected by 128-bit encryption technology, provided your browser is properly configured and your computer is operating properly. Security technology requires that you have a reasonably current browser that is capable of supporting 128-bit encryption. Current browsers such as these will activate the appropriate security features when you enter an online transaction through this site. In general, you can determine whether you are on a secure site by looking at the symbol at the bottom of your browser screen. You can be sure you are using a secure server if the key is unbroken or the lock is locked.
|
| |
The system says my SSN, Tax ID, or driver's license could not be found. Why?
- • If you have received this message please contact Utility Customer Service at (713)371-1400 to validate your information.
|
| |
|
How quickly does the payment post to my Water/Wastewater account?
|
| |
|
I just want to make a payment, what is the quickest way?
|
If I want to speak with a customer service representative?
- Call us at (713)371-1400 or e-mail us by clicking the "Contact Us" link.
|
| |
| |
Getting Started
|
How do I create an online profile?
- Creating an Online Profile is easy and only takes a few minutes.
1. Click the 'Create Online Profile' link on the welcome page
2. Enter your full 12-digit utility account number without any dashes
3. Provide your social security number (SSN), or tax ID, or driver's license number
4. Enter your e-mail address and select a 4-digit numeric Pin and click the 'Submit' button
5. On the following page, confirm your service address, choose your notification options, and click the 'Add Account' button
6. Receive e-mail confirmation and click the link to complete
Watch the Video
|
| |
Doing a QuickPay
- 1. Click the 'QuickPay' link from the logon page
2. Enter your 12-digit utility account number without dashes
3. Enter the requested information
4. You can make a donation to the W.A.T.E.R. fund. (optional)
5. Click the 'Continue' button when done
6. On the Confirmation Page click the 'Edit' button to make any changes. If all the information is correct click the checkbox that reads 'The above information is correct.' Incorrect information will result in your payment being returned and a $24.00 fee being applied to your account.
7. When you have double checked all of the information is correct, click the 'Pay Now' button.
8. Print the page for your records.
|
| |
How do I set up recurring payments? (Online Profile must have been already created for this function)
- 1. Click the Log On option from the Welcome page
2. Select the “Make a Payment” option at the bottom of the page.If you have more than one account, select and click on the account you wish to set up with recurring payments; then once routed to Online Bill Page select “Make a Payment”.
3. Select “Recurring Payment” option and click Continue at the bottom of the page.
4. Enter all the requested information
5. You can make a donation for W.A.T.E.R. fund to be drafted monthly. (optional)
6. Carefully read the terms and conditions and click the 'I Agree to the Terms & Conditions' button
7. On the following page, verify your information and click the 'Setup Now' button
8. On the following page, read the confirmation note along with the estimated begin date. Print this page for your records
|
| |
Contacts for assistance
- Contact the City Of Houston Utility Customer Service at (713)371-1400 to speak to one our friendly representatives or e-mail us by clicking the "Contact Us" link.
|
| |
Troubleshooting
|
Logging on/Logging off (Only registered users can logon)
- To log on from our website Welcome page Click ‘Log On’ and then enter your email address and Pin number. To log out click the ‘Log Out’ selection at the bottom of any page.
|
| |
Lost Pin
- If a Pin is lost or forgotten, a registered user may click ‘Log On’ then click the ‘Lost Pin’ selection at the bottom of page. Then type in your email address and the utility account number and click the ‘submit’ button. An email is then sent to the you with the correct Pin number.
|
| |
System unavailable
- There may be times the system is down for maintenance and. Please check back.
|
| |
Invalid bank routing number or invalid account number
- Your bank routing number and bank account number are required when making on-line payments. These numbers can be found on the bottom of your check. The routing number is always nine digits, and the bank account number can vary in length from nine to seventeen digits. The bank routing number and bank account number are indicated on the image below.
Credit Union customers -- please verify your online bank routing number for ACH transactions.
Supplying incorrect information will result in your payment order being returned and a $24.00 fee being applied to your utility account.
|
| |
E-mail address
- A valid e-mail address is required to use this system. It is part of our identification process.
|
| |
| |
Managing My Account
|
Bill Notification
- By activating your online profile, you are automatically signed up to receive an email reminder 24 hours after the bill is generated.
|
| |
Paperless billing
- By accepting the terms and conditions outlined in account setup, you can opt to stop receiving a paper bill via standard mail, and instead have it delivered straight to your inbox.
|
| |
Different balance owing
- Because the information shown on the online bill and water bill screens is taken from your actual paper bill, look for messages in red if recent payments have been made.
|
| |
Multiple accounts
- You can manage all of your accounts with this system. Use the Add Utility Account to Online Profile feature to do this.
|
| |
Payment History
- Up to fifteen (15) months of information are now available. Track your usage and payments.
|
| |
Making a Payment
|
Payment types
- • Making a payment is easy and you have several options. Please note that, according to City of Houston Code of Ordinances, Section 2-139, requires if any person attempts to pay with a dishonored item, then (I) the charges shall be deemed to remain unpaid and (II) an additional fee of $24.00 shall be added to the total amount of such charges for each dishonored item.
If you have an Online Profile...
1. Log on and click the ‘Make a Payment’ link from the bottom links
2. On the following page, select one of the following options and click the ‘Continue’ button
One Time Payments:
3. Enter the requested information including your checking account information (routing and account number)
4. Adjust your payment amount if necessary
5. Select one of the available dates for your payment to be submitted. (Note: If you are paying on or after your due date only one date will be available)
6. You can make a donation to the W.A.T.E.R. fund. (optional)
7. Click the ‘Continue’ button
8. On the following page, verify your information. An incorrect entry may result in your payment being returned and a $24.00 fee being applied to your account. Click the ‘Pay Now’ button and print the following page for your records
Recurring Payments:
3. Enter the requested information including your checking account information (routing and account number)
4. You can make a donation to the W.A.T.E.R. fund. (optional)
5. Carefully read the terms and conditions and click the ‘I Agree to the Terms & Conditions’ button
6. On the following page, verify your information. An incorrect may entry result in your payment being returned and a $24.00 fee being applied to your account.
7. Click the 'Setup Now' button
8. On the following page, read the confirmation note along with the estimated begin date. Print this page for your records
Pay Multiple Accounts:
3. Select the accounts to be paid by clicking the corresponding ‘Yes’ button
4. Adjust payment amounts if necessary and click the ‘Recalculate Total’ link for an updated total payment amount.
5. Click the ‘Make Payment’ button when you are done
6. On the following page, enter the requested information including your checking account information (routing and account number)
7. Select one of the available dates for your payment to be submitted. (Note: If you are paying on or after your due date only one date will be available)
8. You can make a donation to the W.A.T.E.R. fund. (optional)
9. Click the ‘Continue’ button when you are done
10. On the following page, verify your information. An incorrect entry may result in your payment being returned and a $24.00 fee being applied to your account.
11. Click the ‘Pay Now’ button and print the following page for your records.
If you don’t have an Online Profile...
QuickPay:
1. Click the ‘QuickPay’ link from the welcome or logon page
2. Enter your 12-digit utility account number without any dashes
3. Enter the all of the requested information including your checking account information (routing and account number)
4. You can make a donation to the W.A.T.E.R. fund. (optional)
5. Click the ‘Continue’ button when you are done
6. On the following page, confirm the information you entered along with the service address associated with the account by clicking the checkbox that reads ‘The above information is correct.’
7. Verify your checking account information and that there are no other pending payments that would cause a duplicate payment to your account. You can click the ‘Edit’ button to make any changes.
8. When you’ve double checked that all of the information is correct, click the ‘Pay Now’ button.
9. Print the following page for your records.
|
| |
Check clearance
- Bank payments may take 0-3 business days to be processed.
|
| |
Late payments
- If your payment is made after the due date your account may be subject to late fees.
|
| |
Payment confirmations
- After successful completion of the payment process, you will be notified your transaction is complete and be given a confirmation number. This will be confirmed by email.
|
| |
| |
W.A.T.E.R. Fund
|
Make a donation
- Making a donation to the W.A.T.E.R. Fund helps elderly, disabled or low income citizens pay their water bills. Donations can be made whether you have an account or not. You can click on W.A.T.E.R. Fund Donation on the home page or add a donation to your payment.
|
| |
Need Assistance
- If you need assistance paying your water bill click here for application information.
|
| |
Leaks, Bill Adjustments, Rates, Forms and additional information
|
|
|
| |
