eBilling FAQ

Frequently Asked Questions


Customer Service

  1. How may I contact Water Meter Division customer service?

eBilling

  1. What can I do on the eBilling web site?
  2. If I enroll on eBilling, will I continue to receive a paper bill in the mail?

Enrollment & Login

  1. How do I sign up to pay my water bill on line?
  2. How do I enroll on the eBilling website?
  3. How do I log on to the eBilling website after I am enrolled on it?
  4. If I just want to use the eBilling website to keep track of my account history, do I also have to make my payments on line?
  5. How do I register with Customer Dashboard so I can pay a bill on line?
  6. How do I log in to the Customer Dashboard after I am registered with Customer Dashboard?
  7. How do I cancel my eBilling enrollment?
  8. How do I enroll additional accounts?

Passwords

  1. When will my password be activated?
  2. What if I want to change a password?
  3. What if I forget a password?

Payments

  1. Where and what types of payments are accepted by the City of Evanston Water Department?
  2. Do I have to pay a convenience fee to make my payment on line or on the phone?
  3. How do I make an online payment?
  4. How do I make a single (one-time) payment on line?
  5. How will I know my single (one-time) payment was received?
  6. When will my one-time payment be posted?
  7. How do I schedule an automatic (recurring) payment on line?
  8. How will I know my automatic (recurring) payment was scheduled as I requested?
  9. When will my recurring payment be posted?
  10. Can I cancel or edit a scheduled payment?
  11. Can I pay less than my balance in full?
  12. May I extend the payment due date?

Personal Information Changes

  1. I’m moving. How do I change my name, address, phone number, or email address?
  2. I’m not moving but I need to change my email address.
  3. I’m not moving but I need to change my name, address, phone number, or email address.
  4. How do I change my bank account information?
  5. What happens to scheduled payments if I delete the bank account that was used to set up the payment?

Security

  1. How is my personal and financial information kept safe?
  2. Are all computers safe to use?

Technology

  1. What software do I need to use eBilling?
  2. Can I download my bills into Quicken or MS Money?

Customer Service

1. How may I contact Water Meter Division customer service?

Contact Customer Service by email or telephone.

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eBilling

1. What can I do on the eBilling web site?

The eBilling web site gives you access to view or print your current bill, water billing history, service order history, meter reading history, transaction history, and current rates. It will also enable you to start a move request and to make payments on line.

2. If I enroll on eBilling, will I continue to receive a paper bill in the mail?

Click on Account Profile on the eBilling Menu to see three (3) options.  You can choose to receive only paper bills or only eBills or both paper and eBills.

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Enrollment & Login

1. How do I sign up to pay my water bill on line?

There are two options:

  • Single (one time) Payments  and
  • Recurring (automatic) payments with single payment options

To make a recurring payment on line, you will need to enroll two times, once on the eBilling website  and a second time on the Customer Dashboard to assure secure on-line payments.

TIP: To speed up your enrollment, have your current water bill, banking information, and your email address available when you go to the website to enroll.

2. How do I enroll on the eBilling website?

  1. Click on the water droplet on the eBilling page on the City’s website.
  2. On the eBilling Account Login page, locate the phrase Need to register? and click on Click here first.
  3. In the window that returns, answer the questions. (The information asked for is printed on your current water bill.) Then submit your registration information.

NOTE: When we receive your registration information, we will email you a password. This password will be active immediately.

3. How do I log on to the eBilling website after I am enrolled on it?

  1. Click on the water droplet on the eBilling page on the City’s website.   
  2. On the eBilling Account Login page, type in your water account number and the password we sent you.
  3. Click on Submit.

4. If I just want to use the eBilling website to keep track of my account history, do I also have to make my payments on line?

No!  You do not have to make payments on line in order to use the eBilling website.  Just enroll on the eBilling website and access it whenever you want to.

TIP:  If you are not making recurring (automatic) payments on line, you do not need to sign up on the Customer Dashboard.

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5. How do I sign up on the Customer Dashboard so I can pay a bill on line?

  1. Log on to the eBilling website.
  2. On the eBilling Billing History page, click on Make a Payment in the menu on the left side of the window.
  3. On the page that returns, click on Register for Automatic Payment. The Customer Dashboard will return.

TIP:  If this is your first time paying a bill on line, you will need to click on sign up now on the Customer Dashboard. The My Profile Information page will open.

  1. Fill in the information on that page, including the email address and password* you will use to log in to Customer Dashboard in the future.

*A suggestion:  use the same password as you are using in eBilling.

  1. Click on Sign Up.

You will be returned to the Online Bill Payment System page.  Continue from there to make your single (one-time) payment on line and also to schedule your future recurring (automatic) payments by taking these steps:

  1. Add your account number.
  2. Make a single payment.
  3. Schedule future payments.

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6. How do I edit (make changes to) my profile or payment methods?

  1. Log on to the Customer Dashboard.
  2. Make the changes you want to make.
  3. Click on submit.

7. How do I log in to the Customer Dashboard after I am registered on it?

  1. Click on the water droplet on the eBilling page on the City’s website.
  2. On the eBilling Account Login page, type in your water account number and the password we sent you.
  3. Click on Submit.
  4. On the Billing History page, click on Make a Payment.
  5. Log in to the Customer Dashboard.

8. How do I cancel my eBilling enrollment?

Contact Customer Service by email or telephone.

9. How do I enroll additional accounts?

Contact Customer Service by email or telephone.

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Passwords

1. When will my password be activated?

  1. e-Billing: your password will be sent to you via email as soon as you sign up.
  2. Customer Dashboard: the password you create when you register is immediately active.

2. What if I want to change a password?

  1. eBilling: Click on Account Profile on the eBilling Menu; then click on the Change Password tab and complete and submit the form to change your password.
  2. Customer Dashboard:  Click on “My Profile” located in the top of the screen.  Make the password change in the next screen.

3. What if I forget a password?

  1. e-Billing:  On the Log On page, click Forgot your password.  Type in your email address and account number.  Your password will be emailed to the address you provided during enrollment.
  2. Customer Dashboard:  Call Customer Service at 847.866.2941.

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Payments

1. Where and what types of payments are accepted by the City of Evanston Water Department?

Online payments can be processed one time or via automatic debit from your savings or checking account, e-check (electronic check), or using one of these credit cards: MasterCard, Visa and Discover.

You can also pay:

  • By mail using the envelope supplied with your bill.
  • In person at the City Collector's Office in the Civic Center.
  • By dropping your payment in the 24-hour Depository Box outside the west side of the Civic Center.
  • On the phone by calling 877-225-7357 and following the instructions. You MUST have your account number to use this method.

2. Do I have to pay a convenience fee to make my payment on line or on the phone?

No, you will not be charged a fee to make a payment on line or on the phone.

3. How do I make an online payment?

You have two online payment options: scheduling a single (one-time) payment or an automatic (recurring) payment. To take the first steps for either options:

  1. Log on to eBilling. 
  2. Click on the eBilling Menu item Make a Payment OR on the phrase Pay your bill here at the top right of the Billing History web page.

TIP: If this is your first time paying a bill on line since the implementation of our latest system in September 2009, you will need to sign up with Customer Dashboard when you get to its web page.  During the signup you will create a password for the Customer Dashboard. When finished, you will return to the Customer Dashboard login page where you will log in using your email address and the password you just created.

  1. To pay a single bill on line, click How do I make a single (one-time) payment on line? to see the FAQ/instructions below.

OR

To set up recurring online bill payments, click How do I schedule an automatic (recurring) payment on line? to see the FAQ/instructions below.

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4. How do I make a single (one-time) payment on line?

  1. Log on to the eBilling website.
  2. Click on Make a Payment.
  3. Click on Pay your bill now.
  4. Click on Continue.
  5. Enter the payment method you prefer: Credit Card, Debit Card or E-Check (checking or savings account.)
  6. Wait for processing.
  7. A confirmation or denial notice of your payment will display.
  8. Print a copy for your records.
  9. Log off.

5. How will I know my single (one-time) payment was received?

You will receive a confirmation email when you schedule a single (one-time) payment on line.

6. When will my one-time payment be posted?

Your one-time payment will be posted on the next business day.

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7. How do I schedule an automatic (recurring) payment on line?

  1. Log on to the eBilling website.
  2. Click on Make a Payment.
  3. Click on Register for automatic payments.

TIP:  If this is your first time paying a bill on line since the implementation of our latest system in September 2009, you will need to sign up with Customer Dashboard when you get to the Customer Dashboard page.  During the sign up you will create a password for the Customer Dashboard. When finished it will take you to the Customer Dashboard login page where you will use your email address and the password you just created to log in.

  1. Log on to the Customer Dashboard. 
  2. On the Select Account tab, if you have more than one account, click to select the account that is being set up for automatic payments. 
  3. Click on Continue.

If you are signing up for scheduled (automatic, recurring) payments and IT IS BEFORE THE PAYMENT DUE DATE:

  1. Go to Schedule Payments.
  2. Select your account.
  3. Click on Continue.
  4. Select Frequency of Payment: On the due date, on the first day of the month, etc.
    • LEAVE THE END DATE BLANK!
  5. Choose Payment Method: enter the payment method you prefer-->Credit Card, Debit Card or E-Check (checking or savings account.)
  6. Click on Continue.

If you are signing up for scheduled (automatic, recurring) payments and IT IS AFTER THE PAYMENT DUE DATE:

  1. Go to the Make a Payment tab.
  2. Select your account.
  3. Click on Continue.
  4. Enter the payment method you prefer: Credit Card, Debit Card or E-Check (checking or savings account.)
  5. Wait for processing.
  6. A confirmation of denial of your payment will display.
  7. Print a copy for your records.
  8. Go to the Schedule Payments tab.
  9. Select your account.
  10. Click on Continue.
  11. SelectFrequency of Payment: On the due date, on the first day of the month, etc.
    • LEAVE THE END DATE BLANK!
  12. Choose Payment Method: enter the payment method you prefer-->Credit Card, Debit Card or E-Check (checking or savings account.)
  13. Click on Save Changes.

8. How will I know my automatic (recurring) payment was scheduled as I requested?

You will receive a confirmation email when you schedule an automatic (recurring) payment on line.

9. When will my recurring payment be posted?

Your recurring payment will be posted as a pending payment on the day you selected, that is, on the due date, the first of the month, etc.  It will be posted to your account on the next business day.

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10. Can I cancel or edit a scheduled payment?

Yes, you can cancel or edit a scheduled payment.

  1. Log on to the eBilling website.
  2. Click on Make a Payment.
  3. Click on Register for automatic payments.
  4. Log on to the Customer Dashboard. 
  5. On the Schedule Payments tab, enter the confirmation number or account number related to the payment.
  6. On the next screen, you will see options to edit or view or cancel the scheduled payment.  Choose one. (Note: You can also edit your payment method here.)
  7. Save changes.

If you need assistance, call Customer Service at 847.866.2941.

11. Can I pay less than my balance in full?

Yes. However, failure to pay the full amount by the due date will result in late charges being added to your account.  

12. May I extend the payment due date?

No. eBills are due on the same date as paper bills. Failure to pay the full amount by the due date will result in late charges being added to your account.

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Personal Information Changes

1. I’m moving. How do I change my name, address, phone number, or email address?

  1. Log on to eBilling.
  2. Click on Moving on the eBilling Menu.
  3. Select your situation.  The form that returns will enable you to make changes as needed.  OR

Contact the Water Meter Division at 847.866.2943.

2. I’m not moving but I need to change my email address.

  1. Log on to eBilling.
  2. Click on Account Profile on the eBilling Menu.
  3. Click on the Email Address tab.
  4. Fill in the text boxes to change your email address.
  5. Click on Submit.

3. I’m not moving but I need to change my name, address, or phone number.

Contact Customer Service by email or telephone.

4. How do I change my bank account information?

  1. Go to Schedule Payments.
  2. Select your account.
  3. Click Continue.
  4. On the Schedule Payments tab, enter the confirmation number or account number related to the payment.
  5. On the next screen you will see options to edit or view or cancel the scheduled payment.  Choose Edit.
  6. Edit your information.
  7. Save changes.

5. What happens to my scheduled payments if I delete the bank account that was used to set up the payment?

When you delete the bank account used to set up the payment, all scheduled payments will be cancelled. (You must make other arrangements to pay this bill.)

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Security

1. How is my personal and financial information kept safe?

EBilling uses several methods to ensure that your information is secure:

  • Your password is a unique identifier that only you know. As long as you don't share your account number, and password with anyone, no one can view your bills or personal information.
  • SSL: eBilling uses SSL (secure socket layers) which ensures that your connection and information are secure from outside inspection.
  • Encryption: eBilling uses 128 bit encryption to make your information unreadable as it passes over the Internet.
  • Automatic Sign Out: eBilling automatically signs you out of a session if you are inactive for 20 minutes.


2. Are all computers safe to use?

Computer security experts advise that you may put your information at risk when you use a public computer for personal business. While the City of Evanston uses numerous security measures to protect your personal information on our website, the use of public computers may compromise the security of your information. Public computers include those in schools, libraries, Internet Cafes, etc. For maximum security you may want to avoid using public computers when enrolling or modifying your personal or banking information.

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Technology

1. What software do I need to use eBilling?

You can access e-Billing from any web based computer with an Internet connection and a web browser.

2. Can I download my bills into Quicken or MS Money?

No. At this time, you cannot download your eBill information into money management programs.

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