New Utility Billing Portal features include:

• Automatic or one-time credit/debit card payment options.
  
  
• A secure digital wallet feature that keeps personal information safe and handy.
  
  
• A retained and viewable 24-month billing history.
  
  
• Multiple accounts accessible under one profile. Residents with multiple homes, landlords, and property management companies with multiple business holdings will be able to view their entire portfolio using one login credential.
  
  
• Requests can be made, and documents submitted via the portal.

• You must have your first billing statement before you create an online account. Your address must be added exactly as it is on the billing statement. 
   
• The user name login screen recognizes a space as a character (i.e. a letter, number, etc.). Make sure not to unintentionally include a space when creating a username or password.

Look for a Verification Email

• When setting up an account for the first time, customers will receive a verification email.

• Don't see an email? Check any Spam, Junk, Promotions, or Others folders to ensure it was delivered.

• Upon receiving the verification email, follow the prompts to validate the account then return to the login screen.|

Still Can't Log In?

• Make sure your account’s username and password are entered correctly.
  
  
  • Note: The password is case sensitive and also includes spaces. If you accidentally added a space when originally creating an account, try including one to see if it will work. 

• Navigate to myaccount.cityofcarrollton.com

• Complete the required fields and submit.

• You will be sent an activation code via email.  The email should arrive within minutes.  Check your email for the code and enter it in the box on the portal.  Once you have entered the code, select "Verify Code."

•  Select Go to Account Login

•  You will be redirected to the login page.  Enter the username and password you previously created, then select "LOGIN."

Your account allows you to:

•  Pay bills online
•  Sign up for autopay
•  View usage
•  View Statements
•  Manage your account information

•  You will be taken to your account home screen.  Scroll to the bottom and you will see options for Automatic Payments and Paperless Billing.

•  Select Set Up Paperless Billing.  You will be directed to the following page to select paperless billing with the email address you provided on account set up.  Select and click Save.

• Credit/debit card payments will show on the customer portal after it processes, which is usually the following business day.

• If customers sent payment through a banking institution, several banks and credit unions send their respective Bill Pay payments as a physical printed check through the mail. 
  
  
  • NOTE: The payment amount is deducted from the customer’s bank account the day the check is cut, but the payment cannot be credited to the customer’s utility account until the day the check is received and processed by the City.
    
    
  • Once the check processes, customers can see the payment under Payments -> Ledger History.
    
    
  • In the meantime, customers will see their invoice is closed and the balance is back at $0.00 for that bill on the Make a Payment screen.
    
    
    
  • 

The system will not permit an overpayment. It only allows customers to pay the amount they owe. 

Users who attempt to overpay/make multiple payments will receive this error on the Make a Payment screen: 

All credit card companies (VISA, MasterCard, Discover, etc.) charge the merchant (the City) fees to use their service. 

Because the City is required to recover all costs, water utility transactions include any applicable credit card fees as part of that cost recovery.  Those convenience fees are the responsibility of the customer. 

Convenience Fee-Free Payment Options 

Customers can pay without a fee using the following options:

• Automatic Bank Draft
• Bill Pay at their bank
• Mailing a personal check
• Paying in person at the kiosk or City Hall Utility Customer Service lobby using cash, check, or money order.

If customers would like to enroll in Bank Draft, follow the instructions listed on this form, complete and to return to the City.

• If customers have sent their payment through a banking institution, several of the banks and credit unions send their respective Bill Pay payments as a physical printed check through the mail. 
  
  
  • The payment amount is deducted from the customer’s bank account the day the check is cut, but the payment cannot be credited to the customer’s utility account until the day the check is received and processed.

• There have been noticeable delays in mail delivery across all couriers due to the increase in mailings around the holidays. This may also affect the timeline for receiving paper bills if customers are not signed up for paperless billing.

• Need help enrolling into paperless billing? Check General > How to I enroll in paperless billing? above for step by step instructions. 

• Online credit card payments will post to customer accounts the following business day after the payment is made.
  
  
  
  • Once it processes, customers will be able to see the payment under Payments -> Ledger History in the customer portal.

• Sometimes, customers may make a payment before their next bill prints, however, it doesn’t post in time to be reflected.

Received a Past Due notice but already made a payment? 

• If customers receive a bill with a Past Due notice, but they have already made a payment, they can disregard.
  
  
  • There will not be a late fee, nor will their water services be disconnected. The payments will still be applied to the account.
    
    

    (The City will NOT be issuing late fees or disconnecting water services in January 2024.)

• During the transition to the new utility billing account numbers, the City will still apply the payment to customer accounts, even if they have already sent payment and included their old account number.
  
  
• However, to ensure that future water bill payments come over with the new account information and payments are received and applied to the correct account, water customers should update their bank’s Bill Pay details with their new utility account number as soon as possible. 

• Paying as a guest is a convenient easy way to make a one-time payment to water bills without registering for an account.

• Registering for an account allows the customer to receive the full benefits of the utility billing portal, including: 
  
  
  • Scheduling reoccurring credit card payments
    
    
  • Viewing up to 24 months of billing history
    
    
  • Linking multiple accounts together to view invoices all in one place
    
    
  • Setting up notification preferences
    
    
  • Enrolling in paperless billing
    
    
  • Submitting documents/requests
    
    

• Commercial customers are required to provide an FEIN (federal employer identification number) in order to create an account. This number serves as a federal tax ID number. 
  
  
• A copy of the company’s FEIN and the authorization on company letterhead can be emailed to contactus@cityofcarrollton.com.
  
  
• An easy way to complete this is by sending the company’s W-9 form.

• An account must be billed in order to link accounts. Once a statement for all accounts is received, they can all be linked together.