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1. Why is ACWD upgrading its online billing and payment system?

We’ve heard our customers – they want more options in choosing how to pay, and greater ease of use, with fewer fees and less paper. This upgrade will provide a number of new and improved payment options without fees, including paperless billing. At the same time, it will make processing customer payments more efficient.

2. When is the change taking place?

The upgraded system will be available for all types of billing & payments starting July 9, 2018.

3. How will I be affected?

> Current AutoPay and e-Bill customers will have to enroll in the new system to continue using existing and improved services. In order to make this important upgrade, ACWD must deactivate all current online billing and AutoPay enrollments in July. Customers who wish to use the new and enhanced services will have to re-enroll. We apologize for the inconvenience this may cause, but the new and enhanced services will provide greater ease and convenience for billing and payment options. Thank you for your understanding as we make this important upgrade.

> Customers may enroll in the new online system starting July 9. In order to make this important upgrade with the least disruption to customers, the upgraded system can’t be made available until July 9. Customers can enroll as soon as it becomes available.

> You will need to have your account information to enroll, so keep your current bill for quick reference. To enroll in AutoPay, e-Bill, and other services, you will need your account name and number, ZIP code, and the last four digits of the social security number associated with the account.

4. Are there fees for paying online?

There are no service fees for paying through ACWD’s upgraded online system.

5. How do I enroll?

Your first bill after July 9 and ACWD’s website will include instructions on how to enroll with your email address. You will also need your ACWD account number to register.

6. I don’t want to enroll. Can I still make a payment online?

Yes! You can make a one-time online payment at any time without having to enroll. You will still need an email address and your account name and number.

7. Why do I have to re-enroll in AutoPay or to receive an e-Bill?

In order to make this important upgrade, for a number of business reasons ACWD must deactivate all current online billing and AutoPay enrollments in July. Customers who wish to keep these services will have to re-enroll in the upgraded system with an email address. We apologize for the inconvenience this may cause, but the new services available to customers will provide ease and convenience for bill payment options. Thank you for your understanding as we make this important upgrade.

8. Why can’t I enroll now?

In order to make this important upgrade with the least disruption to customers, ACWD must make the switch over to the upgraded system within a very short time period. The upgraded system can’t be made available until this switch is made, but customers can enroll as soon as it becomes available on July 9.

9. Will I still be able to view my bill from my bank website?

In order to make this upgrade, this service must be terminated, but may be reactivated at a later date. Bills can always be viewed by registering your account. Additionally, bills may still be paid using your bank website where available.

10. What are some of the benefits of receiving my bill electronically?

It is convenient, saves time, you can receive email or text reminders of due dates, and it allows you to receive bills and make payments anywhere at any time. Plus, by reducing the amount of paper generated, it helps the environment!

11. What are some of the benefits of paying a bill online?

Paying online with a credit/debit card or electronic check gives you the flexibility to pay how and when desired, and saves you the trouble from writing and mailing a check or driving by our office. In addition, you may choose to store your information for future use and pay by text message on your phone.