Waco Water Utility Services - Frequently Asked Questions

What is eBill?
How do I register for eBill?
I already use the Pay Online service. Isn't that eBill?
What do I need to use the Pay Online service?
Can I change my PIN number once enrolled?
I forgot my PIN. How can I find out what it is?
On the On-Demand Payment page, what do the notification options mean?
I have multiple accounts. Can I view them all at a glance under my single login?
Is the dash required when I enter my account number?
Will I be able to access my previous water bills that were not eBill statements?
How do I cancel my eBill participation?
What does "billfold" mean?
How do I access information stored in the "billfold"?
Is my credit card information automatically stored when I make an online payment?
I I have just enrolled in eBill when can I start making payments?
How can I confirm my online payment was received?
Is making online payments safe?
How do I know my connection is secure?
How can I upgrade my browser to 128-bit encryption?

Click here to listen to our eBill radio commercial!

What is eBill?
ebill is a convenient service that emails you of the amount and due date of your water, wastewater and garbage bill. Within your ebill notification you can click on the URL link to access our online payment service. This service allows access to your account, water usage (consumption) and payment history 24 hours a day, 7 days a week. It also permits you to reduce your expenses by writing fewer checks and paying postage, while providing more expedient payment crediting to your account. Please allow two days (excluding holidays and weekends) for online payments to apply to your account.

How do I register for eBill?
Please call 299-CITY(2489) to register for eBill.

I already use the Pay Online service. Isn't that eBill?
Well, not really. Pay Online service, where you may pay your water, wastewater and garbage bill online is different than eBill and you must register for the two services seperatly. Pay Online allows you to pay your bill online. eBill allows you to receive your monthly water bill electronically, via email. Once you are registered with eBill, you will no longer receive paper water bills through the mail. Used together, Pay Online and eBill will save you precious time and money.

What do I need to use the Pay Online service?
You will need your water, wastewater or sanitation account number and your PIN. To request a pin please call our office at 254-299-CITY (2489) between 7:30am to 5:30pm Monday thru Friday. To make online payments, you also need a Visa, MasterCard or debit/credit card.

Additionally, you must use a browser with 128-bit encryption. Versions 4.0 or greater of Netscape and Microsoft Internet Explorer will support this level of security. If you use a different browser, verify that it supports this level of encryption for your security and confidence.

Can I change my PIN once enrolled?
Yes, this information can be changed at any time. Simply click on the Account Maintenance button and select the option you would like to change.

I forgot my PIN. How can I find out what it is?
Go to wacowater.com and click on Pay My Water Bill button then click on the Click here to access your account. Click on Forgot Password and enter your account number and email address. Your PIN is immediately sent to the email address we have on file for your account. Also, you may call us at 254-299-CITY (254-299-2489) to receive your PIN Hint. You entered this hint upon initial selection of your PIN. If you still cannot remember your PIN, a new temporary PIN will be assigned. You will have to complete the initial registration again, including selecting a new personal PIN. Only the PIN hint and not the PIN number are provided over the phone.

On the On-Demand Payment page, what do the notification options mean?
"Notify me by email on change" means upon selecting and saving this option, you automatically are sent an email if you change any of your credit card information stored in the billfold.
"Notify me by email when a transaction is posted" means upon selecting and saving this option, you automatically are sent an email when your payment is applied to your account.

I have multiple accounts. Can I view them all at a glance under my single login?
No. At this time, you must log in separately for each account. In the near future, customers will have the ability to create a "master account" for viewing all sub-accounts at once.

Is the dash required when I enter my account number?
Yes. Failure to enter the dash will result in an error message.

Will I be able to access my previous water bills that were not eBill statements?
Yes, just click on the Billing History button and you can view all bills

How do I cancel my eBill participation?
You will need to contact our office by calling 299-CITY, e-mailing or writing directly.

What does "billfold" mean?
The billfold option allows you to save information on one or more credit cards. This information is saved and encrypted to protect your sensitive credit card information.

How do I access information stored in the "billfold"?
To expedite future payments using information stored in the "billfold", click on "Make Payments" and select "On-Demand". This will allow you to pay without re-entering your credit card information each month. Once the appropriate credit card information is retrieved, click "Pay" to complete payment processing.

Is my credit card information automatically stored when I make an online payment?
No, only if you entered your credit card information by selecting the “Payments” button, then select the “On-Demand” button and enter the credit card information and check mark the box stating “Save this card information in my billfold”.

I I have just enrolled in eBill when can I start making payments?
Immediately - Processing your enrollment in eBill will take up to 5 business days, but if you would like to make an immediate payment, go to our website www.wacowater.com and click on Pay My Water Bill, then click on the Click Here to Access your Account. Then enter your account number and pin. Once your eBill enrollment has been completed the next water bill will be electronic, you will receive three mailed bills. This will allow you time to contact us if you did not receive your e-bill.

How can I confirm my online payment was received?
You will receive a reference confirmation page for your Click2gov payment. Please print and retain this page for your records.
Additionally, if you return to the payment history page you will see your transaction as "Pre-Authorized", "Pending" or "Applied".
"Pre-Authorized" means your payment has been approved by your credit/debit card company and submitted for processing. "Pending" means the Water Department is processing the payment. “Applied” means the transaction has been completed and posted to the billing system.
Allow two days (excluding holidays and weekends) for online payments to apply to your account.
"Notify me by email when a transaction is posted" means upon selecting and saving this option, you automatically are sent an email when your payment is applied to your account. This option is located on the On Demand Payment Page under the Make Payments button. When will my payment be credited?
Payments will be posted and credited to your account within two business days of receipt (excluding holidays and weekends).

Is making online payments safe?
The City of Waco is committed to provide a secure environment for payment processing. We use the industry standard protocol, Secure Sockets Layer (SSL), to encrypt all your personal information as it passes through the Internet. This provides a secure pipeline between you and us to prevent the interception and misuse of your data.
After you register, you will receive a temporary personal identification number (PIN), three to 10 characters in length that is specific to your account number. When you log on for the first time, you are required to change this PIN. Your new PIN must be between three and 10 characters in length. The PIN can consist of letters or numbers and is case sensitive.

How do I know my connection is secure?
To ensure you are on a secure server, look for the padlock or key icon in the lower right hand corner of your browser. The padlock should appear locked or the key should appear connected to indicate a secure server. The symbol may not be visible on general information screens about the service, but will be reflected on any screens that will transmit your confidential account information.

Another indication of a secure Web site is the web address bar. It will change from http://www… to https://www. The “s” indicates the hypertext transfer protocol is secure.
Additionally, you must use a browser with 128-bit encryption. Versions 4.0 or greater of Netscape and Microsoft Internet Explorer will support this level of security. If you use a different browser, verify that it supports this level of encryption for your security and confidence.

How can I upgrade my browser to 128-bit encryption?
Visit Netscape or Microsoft and download the current version of the browser on your computer. If you use a different browser, go to the home page and update to a version that supports 128-bit security.



	What is eBill? How do I register for eBill? I already use the Pay Online service. Isn't that eBill? What do I need to use the Pay Online service? Can I change my PIN number once enrolled? I forgot my PIN. How can I find out what it is? On the On-Demand Payment page, what do the notification options mean? I have multiple accounts. Can I view them all at a glance under my single login? Is the dash required when I enter my account number? Will I be able to access my previous water bills that were not eBill statements? How do I cancel my eBill participation? What does "billfold" mean? How do I access information stored in the "billfold"? Is my credit card information automatically stored when I make an online payment? I I have just enrolled in eBill when can I start making payments? How can I confirm my online payment was received? Is making online payments safe? How do I know my connection is secure? How can I upgrade my browser to 128-bit encryption? Click here to listen to our eBill radio commercial! What is eBill? ebill is a convenient service that emails you of the amount and due date of your water, wastewater and garbage bill. Within your ebill notification you can click on the URL link to access our online payment service. This service allows access to your account, water usage (consumption) and payment history 24 hours a day, 7 days a week. It also permits you to reduce your expenses by writing fewer checks and paying postage, while providing more expedient payment crediting to your account. Please allow two days (excluding holidays and weekends) for online payments to apply to your account. How do I register for eBill? Please call 299-CITY(2489) to register for eBill. I already use the Pay Online service. Isn't that eBill? Well, not really. Pay Online service, where you may pay your water, wastewater and garbage bill online is different than eBill and you must register for the two services seperatly. Pay Online allows you to pay your bill online. eBill allows you to receive your monthly water bill electronically, via email. Once you are registered with eBill, you will no longer receive paper water bills through the mail. Used together, Pay Online and eBill will save you precious time and money. What do I need to use the Pay Online service? You will need your water, wastewater or sanitation account number and your PIN. To request a pin please call our office at 254-299-CITY (2489) between 7:30am to 5:30pm Monday thru Friday. To make online payments, you also need a Visa, MasterCard or debit/credit card. Additionally, you must use a browser with 128-bit encryption. Versions 4.0 or greater of Netscape and Microsoft Internet Explorer will support this level of security. If you use a different browser, verify that it supports this level of encryption for your security and confidence. Can I change my PIN once enrolled? Yes, this information can be changed at any time. Simply click on the Account Maintenance button and select the option you would like to change. I forgot my PIN. How can I find out what it is? Go to wacowater.com and click on Pay My Water Bill button then click on the Click here to access your account. Click on Forgot Password and enter your account number and email address. Your PIN is immediately sent to the email address we have on file for your account. Also, you may call us at 254-299-CITY (254-299-2489) to receive your PIN Hint. You entered this hint upon initial selection of your PIN. If you still cannot remember your PIN, a new temporary PIN will be assigned. You will have to complete the initial registration again, including selecting a new personal PIN. Only the PIN hint and not the PIN number are provided over the phone. On the On-Demand Payment page, what do the notification options mean? *"Notify me by email on change"* means upon selecting and saving this option, you automatically are sent an email if you change any of your credit card information stored in the billfold. "Notify me by email when a transaction is posted" means upon selecting and saving this option, you automatically are sent an email when your payment is applied to your account. I have multiple accounts. Can I view them all at a glance under my single login? No. At this time, you must log in separately for each account. In the near future, customers will have the ability to create a "master account" for viewing all sub-accounts at once. Is the dash required when I enter my account number? Yes. Failure to enter the dash will result in an error message. Will I be able to access my previous water bills that were not eBill statements? Yes, just click on the Billing History button and you can view all bills How do I cancel my eBill participation? You will need to contact our office by calling 299-CITY, e-mailing or writing directly. What does "billfold" mean? The billfold option allows you to save information on one or more credit cards. This information is saved and encrypted to protect your sensitive credit card information. How do I access information stored in the "billfold"? To expedite future payments using information stored in the "billfold", click on "Make Payments" and select "On-Demand". This will allow you to pay without re-entering your credit card information each month. Once the appropriate credit card information is retrieved, click "Pay" to complete payment processing. Is my credit card information automatically stored when I make an online payment? No, only if you entered your credit card information by selecting the “Payments” button, then select the “On-Demand” button and enter the credit card information and check mark the box stating “Save this card information in my billfold”. I I have just enrolled in eBill when can I start making payments? Immediately - Processing your enrollment in eBill will take up to 5 business days, but if you would like to make an immediate payment, go to our website www.wacowater.com and click on Pay My Water Bill, then click on the Click Here to Access your Account. Then enter your account number and pin. Once your eBill enrollment has been completed the next water bill will be electronic, you will receive three mailed bills. This will allow you time to contact us if you did not receive your e-bill. How can I confirm my online payment was received? You will receive a reference confirmation page for your Click2gov payment. Please print and retain this page for your records. Additionally, if you return to the payment history page you will see your transaction as "Pre-Authorized", "Pending" or "Applied". "Pre-Authorized" means your payment has been approved by your credit/debit card company and submitted for processing. "Pending" means the Water Department is processing the payment. “Applied” means the transaction has been completed and posted to the billing system. Allow two days (excluding holidays and weekends) for online payments to apply to your account. "Notify me by email when a transaction is posted" means upon selecting and saving this option, you automatically are sent an email when your payment is applied to your account. This option is located on the On Demand Payment Page under the Make Payments button. When will my payment be credited? Payments will be posted and credited to your account within two business days of receipt (excluding holidays and weekends). Is making online payments safe? The City of Waco is committed to provide a secure environment for payment processing. We use the industry standard protocol, Secure Sockets Layer (SSL), to encrypt all your personal information as it passes through the Internet. This provides a secure pipeline between you and us to prevent the interception and misuse of your data. After you register, you will receive a temporary personal identification number (PIN), three to 10 characters in length that is specific to your account number. When you log on for the first time, you are required to change this PIN. Your new PIN must be between three and 10 characters in length. The PIN can consist of letters or numbers and is case sensitive. How do I know my connection is secure? To ensure you are on a secure server, look for the padlock or key icon in the lower right hand corner of your browser. The padlock should appear locked or the key should appear connected to indicate a secure server. The symbol may not be visible on general information screens about the service, but will be reflected on any screens that will transmit your confidential account information. Another indication of a secure Web site is the web address bar. It will change from http://www… to https://www. The “s” indicates the hypertext transfer protocol is secure. Additionally, you must use a browser with 128-bit encryption. Versions 4.0 or greater of Netscape and Microsoft Internet Explorer will support this level of security. If you use a different browser, verify that it supports this level of encryption for your security and confidence. How can I upgrade my browser to 128-bit encryption? Visit Netscape or Microsoft and download the current version of the browser on your computer. If you use a different browser, go to the home page and update to a version that supports 128-bit security.
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City of Waco Water Utility Services \| PO Box 2570 \| Waco, Texas 76702-2570 \| 254/299-2489\| www.wacowater.com