General Questions
eBill Enrollment
Payments and My Account
Viewing My Bill
Security, Privacy and Technical Requirements
What is eBill?
eBill is an online service that allows you to receive your bill,
schedule payments and pay your bill online. You can make payments
anytime from almost any computer with Internet access.
What types of payments can I make with eBill?
You have a few choices when using eBill service through this Web
site:
- Make a one-time payment with your credit card (or a debit card
with a credit card symbol).
- Sign up for electronic monthly billing. This option allows you
to view your bill online and make or schedule payments using a
credit card or bank account.
You may also make electronic payments through your
financial institution or third-party Web sites that offer online
bill payment. The Water District is not associated with these organizations.
You can enroll your water account in only one electronic
billing service at any given time.
What's the difference between "monthly online billing" and "one-time payments"?
The "Monthly Online Billing" option allows you complete
online access to your regular monthly water bill. You can view your
bill online and make or schedule payments using your Visa, MasterCard
or Discover Card, or your checking or savings account.
The "One-time Payments" option allows
you to pay your bill online with a credit card. (You may also use
a debit card, as long as it has a credit card symbol on it.) You
won't be able to view your bill or pay with an electronic check
or savings account. Once you've signed up for monthly online billing,
you will no longer be able to use the one-time payment option.
What if I have questions about
my bill?
Please contact us at (702) 870-4194 or e-mail
us.
What if I forget my user name
or password?
Use the link "Forgot your password? Click here" below
the "logon" button on the logon screen. Follow the prompts.
You'll be asked to enter your user name and e-mail
address. Then, you must answer the challenge question you created
when you first enrolled in eBill. If you answer correctly, you will
be prompted to create a new password. Please note that your user
name and the answer to your challenge question are case-sensitive.
If you forget your user name, call us at (702)
870-4194 during business hours.
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I tried to enroll, but couldn't set up an account.
Why not?
There are a few reasons why you might not be able to enroll:
- Are you a new customer? If so, you must have received at least
one paper bill before your account number will be recognized by
eBill.
- Does the Water District have your current phone number on file?
Did you type in all the information correctly? We must be able
to match your telephone number and other information to verify
your account.
- Are you currently enrolled at a third-party Web site? Your account
can only be enrolled to view the bill at one online bill pay
service at a time.
If you still have a problem enrolling, contact us
at (702) 870-4194 or e-mail
us.
Why must I give my telephone number?
We use your telephone number as one of our verification tools to
ensure security. If you don't enter your telephone number, or we
don't have the correct telephone number on file, you won't be able
to enroll in eBill.
What is a bank transit routing number?
The bank transit routing number on your printed checks is used to
identify your bank or financial institution. You can find it in
the lower-left corner of your personal check.
I have more than one Water District account.
Do I need to enroll each account?
Most customers will have one or more premises represented by one account number. If you have more than one account number, you will need to enroll each account individually. Once they're enrolled, however, links to all of your accounts will appear on one page.
Why should I name my accounts?
If you have multiple Water District accounts, naming them will make
them easier to identify on your bill. Instead of having a list of
various account numbers, you could name each account something more
descriptive like "Home water bill" and "Office water
bill."
What is a prenote authorization?
When you first sign up to pay your water bill using a checking
account, we run a prenote transaction in the amount of $0.00.
This transaction allows us to verify your bank account information.
You aren't charged for the transaction, although it does delay your
ability to pay your water bill online the first time for six to
eight working days. We'll notify you via e-mail that your account
has been verified and that you can now pay your water bill online.
Please take this into consideration the first time you're signing
up for service to avoid late fees.
How will I know when I have an ebill?
You'll receive an e-mail that you have a new bill within four days
of its issue date.
How soon after enrolling can I view my bill online?
If you registered on the LVVWD Web site, you will be able to view
your bill immediately, including previous bills. If you registered
at a third party Web site, you will be able to view all future bills
as of the date you enrolled, but not past bills.
Will I still get a paper bill?
Yes, the Water District will continue to mail a paper bill to customers
who enroll for online payment.
Will I still get the bill insert?
Because you will continue receiving a paper bill, you also will
receive the monthly bill insert. In addition, your eBill provides
links to similar articles highlighted in your monthly bill, only
in electronic format. View your bill and click on the graphic icons
to read those messages.
How do I de-enroll from eBill?
Once you've logged on to your account, click the "My Account"
link from any page. Choose "Update Personal Information."
At the bottom of the new page, enter your current password and click
"De-enroll." Follow the prompts to confirm deactivation.
I'm enrolled in eBill. Why
can't I use the one-time payment option?
The one-time payment option is available for customers who prefer
not to receive their bill electronically, but might want to pay
online occasionally. Once you've signed up for monthly online billing,
access your account with the "Monthly Online Billing"
link.
What if I don't get an e-mail
when my eBill's ready?
It may take up to four days to receive the notification e-mail once
your bill is ready online. If it has been longer than four days,
make sure that we have the correct e-mail address on file.
Some "spam filters" in place by Internet
Service Providers (ISPs) and other spam-filtering services may block
legitimate e-mails. Check with your ISP, spam-filtering service
or filtering software if you suspect a problem.
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Is there a charge for using eBill?
The Las Vegas Valley Water District provides this service free-of-charge
to its customers. If you pay through a financial institution or
another company, you might pay a fee for this service.
When will my water account be credited if I pay
online?
All payments take approximately two to three business days to post.
In certain situations, it may take up to five business days. We
recommend scheduling your payment at least five business days before
your bill is due.
If I pay by bank account, when is the money for
the payment drawn from my account?
The funds for the payment are debited from your account on the scheduled
payment date. Keep in mind that you should always have funds available
to cover the payment on that date.
Can I make partial payments online or pay more
than the amount due?
Yes. You can pay however much or however little you like. Simply
type in the amount you would like to pay. If you make a partial
payment using our eBill service, the status of your bill will read
"not paid" until the full amount is received. Once the
payment has been processed, you will not be able to cancel or change
it.
Can I cancel a payment?
Yes, you can cancel any payment that hasn't already been processed.
To cancel a pending payment, select "Payment History"
from the main menu and click on the tracking number of the payment
you would like to cancel. After the "Payment Confirmation"
window appears, click on the "Cancel This Payment" button
near the bottom of the window. Click "OK" to verify the
cancellation. The cancelled payment will not be processed. Once
the payment has been processed, you will not be able to cancel or
change it.
Can I schedule a payment in advance?
Yes. You can choose the date your water bill is paid and the transaction
will go through automatically. You also can access your account
while traveling from any Internet connection.
How do I change the credit
card or banking account I use to pay my bill?
Once logged on, click "My Account" from any page. Choose
"Update Payment Method(s)." Follow the prompts to add
or delete a credit card, checking account or savings account. If
adding a checking or savings account, there will be a delay of up
to eight business days while we verify your account with a prenote
transaction.
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Must I enroll if I want to view my bill, even
though I'm not planning on paying my bill online?
Yes. In order to view your bill online, you must enroll. Just choose
the "view bill only" option during the enrollment process.
Are all Water District bills available online?
We make available all normal, monthly bills for account owners to
access. Delinquent bills, final bills, special billings or notices
may be mailed via U.S. mail.
Can I store or view paid eBills?
You can view paid eBills by looking in the paid, pending or filed
section of the Bill Summary screen. eBills may become unavailable
after six months. You can print out a copy for your long-term records
by using the ctrl key plus "P" or right-click on the page
and choose the "print" option.
How many months of bill history can I view online?
You'll be able to view up to six months of bill history.
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Is my billing information private?
As part of our agreement with the bill service provider, your customer
information cannot be shared with anyone else, including mailing
list companies and marketing organizations. Read our privacy
policy for more information.
What security measures are used to protect my
information?
Secure Sockets Layer (SSL): The Water District
and biller sites use SSL to ensure your connection and information
is secure from outside inspection.
Encryption: The Water District uses 128-bit encryption
to make your information unreadable as it passes over the Internet.
Automatic sign out: You are automatically signed out of
a session if you are inactive longer than 10 minutes. We recommend
you sign out immediately after you're finished scheduling and
making payments. Choose "Log Off" from the list of available
options.
User name and password: Your user name and password are
unique identifiers that only you should know. If you don't share
these with anyone, then no one else can sign onto the Water District's
eBill service pretending to be you.
Do I need a special software or hardware?
No special hardware or software is required to use this service.
You only need Internet access and your browser.
For the highest level of security, we suggest you
use a Web browser with 128-bit encryption to access
your bill. Many browsers use 40-bit encryption. Follow one of the
links below to download a browser with 128-bit encryption:
Microsoft
Internet Explorer with 128-bit encryption
Netscape
Navigator with 128-bit encryption
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