My Utility Account - Frequently Asked Questions (FAQs)

• Registering Your Account
• Viewing Account Information
• Making Online Payments
• ABC Donations
• On-Line Security
• Computer Settings

What is “My Utility Account”?
‘My Utility Account’ allows City of Mesa utility customers to view their current utility bill and make payments to their account from a personal computer via the Internet. Customers may choose to make one-time on-line payments using a bank draft or credit card or if they prefer they can set up recurring payments using either a bank or credit card account. Customers may view prior bill history or consumption data as well as store and change contact information regarding their account including phone numbers and e-mail addresses. “My Utility Account” is a secure, convenient way to manage your City of Mesa utility account from the comforts of your home or office.

Registering Your Account

How do I register my utility account online?
Get your account number (from the top right of your monthly utility bill.)
Note the exact spelling and spacing of your name as shown on your bill; it must match exactly when you register and sign in for the first time.
At the main Log In screen, click on Register.
Complete the Registration form as follows:
1. Your Last Name (or Business Name) and Account Number (ex. 551234-125678) exactly as it appears on the top right corner of the first page of your monthly bill. NOTE: Please be sure to include the dash "-" when entering your account number.
2. Create a Username (up to 30 characters) and Password (6 to 8 characters). Remember: Passwords are case sensitive.
3. In the E-Mail Address fields, enter your primary e-mail address or "NA" if no e-mail address can be provided.

Note: Customers receiving Summary bills are currently restricted from accessing "My Utility Account." If you attempt to register this type of account on-line, you will see a message stating, “This account has been disabled.”

Viewing Account Information

When can I view my bill online?
Your current bill is available upon registration on the 'My Utility Account' website. You will have the ability to view up to (24) months of your latest billing information along with up to (24) months of historical statements.

What is my account number?
Your Account Number (example: 551234-125678) appears on the first page of your monthly bill at the top right corner. NOTE: Please be sure to include the dash "-" when entering your account number.

Why do I receive a message that the information doesn't match the records?
Your last name (or business name) and account number must be typed exactly as it is shown on your bill. This is for security purposes.

What is the difference between service and account addresses?
The service address is the premises where the utility services are provided. You may have a different address for billing purposes.

Who do I contact if I'm having trouble accessing my bill?
If you are experiencing any difficulty accessing your bill after your enrollment and subsequent billing period, please contact Customer Service at 480-644-2221 or toll free at 1-866-406-9659.

What if I forget or want to change my password?
If you forget your password, or want to change your password, you may establish a new password online by clicking on "Reset Password" on the main login page. Follow the steps to change your password. To maintain the security of your account, it is important that you keep your user name and password private and safeguarded as you would any other piece of confidential information.

What if I forget or want to change my user name?
If you forget your user name, or want to change your user name, you may establish a new user name online by clicking on "Register" on the main login page. Follow the steps to change your user name. You will need to choose a new password and re-register all accounts to your new user name and password.

I have multiple services on one account. Can I view individual charges for all my services?
Yes. Each of your services can be viewed individually by clicking on “View Bill History” located under the “Account Information” tab. “View Bill History” allows you to view and exact copy of your monthly bill. In addition, consumption data can be viewed on-line for any metered services on your account.

How do I add an additional account to my registration?
From the account list screen select "Add Account" and follow the instructions. As soon as the information is accepted you will be able to view information pertaining to the added account and sign up for any online payment options.

Can I receive my monthly utility bill electronically?
Yes. You can receive an E-Mail notification when your monthly utility bill has been produced. The E-Mail contains a link to “My Utility Account.” Once you have logged in, you can view your new bill by clicking on the View Bill option.

• Login to “My Utility Account”
• On the left side, Click on the Customer Profile Option
• Click on Update E-Mail Address Option
• Click on the down arrow to select a Bill Delivery Method.
  • There are 4 to choose from:
    1. None – System automatically sends paper bill
    2. Email Notification Only (no paper) – Email sent to the customer monthly
    3. Paper Bill Only – Paper bill sent to customer
    4. Paper Bill & Email Notification – Email notification and a paper bill are sent to a customer monthly
• Enter the E-Mail address where you want to receive notification
• Click Submit

To change your Bill Delivery Method, use the same process listed above.

Making Online Payments

How do I pay my bill online?
You can sign up to pay your bill online when you register your account or, if you are already enrolled, simply choose the "Make a Payment" or “Set Up Recurring Payments” link in the site. 

• One time bank draft from checking
• One time payment with a credit card
• Recurring bank draft from checking
• Recurring payment with a credit card

If you choose the one time payment option from checking or from a credit card account your payment will be debited from your checking account or your authorized credit card. Every month, you will need to access the online "Make Payment" button and enter an amount in order to authorize us to electronically debit your checking account or charge your credit card for the amount you enter.

You may elect to store your bank draft or credit card account information, or you may re-enter the payment information each time you visit to make a payment.

If you choose the recurring payment from a bank draft program, the process requires that you provide your bank routing number, checking account number, your name as it appears on your bank account and confirm that you read and accept the online authorization. Your automatic payment will be scheduled for (2) days before your due date. Payments will be taken for the total Utility amount due each month providing it does not exceed the maximum amount allowed criteria entered by you during registration. Your automatic payment will be posted to your account and your account will be debited on your scheduled automatic payment date. This automatic payment process will be repeated on a monthly basis thereafter.

If you choose the recurring payment program using a credit card, the process requires that you provide your credit card number, your name as it appears on your credit card account, your expiration date, your billing address and that you read and accept the online authorization. Your automatic payment will be scheduled for (2) days before your due date. Payments will be taken for the total Utility amount due each month providing it does not exceed the maximum amount allowed criteria entered by you during registration. Your automatic payment will be posted to your account and your credit card account will be charged on your scheduled automatic payment date. This automatic payment process will be repeated on a monthly basis thereafter.

What if my services have been disconnected for non-payment?
If you are making a payment on services that have been disconnected for non-payment, you will need to contact Customer Service at 480-644-2221, or toll free at 1-866-406-9659 to get your services reconnected.

What if my monthly bill amount exceeds the "maximum amount allowed" criteria entered when I registered for recurring payments?
When you receive your monthly bill, the message “Please Pay. SurePay will not be drafted” will display in the ‘Message Center’ box. In addition, the pay stub will not display the “DO NOT PAY” message in the upper right corner of the stub.

When will my first recurring payment take effect?
If your recurring payment program is set up to use your bank account, the first recurring payment will take effect with the next month’s bill. For example, if your billing date is the first of every month and you enroll on February 15, the recurring pay program will take effect with the March 1 bill.

If your recurring payment program is set up to use your credit card, and you have already been billed and have a future due date, the recurring credit card payment will start immediately and pay two (2) business days from the due date. If you have not recently been billed, the program will begin with your next month’s bill.

When will my payment be debited from my checking account?
If you utilize the one-time payment option to make a payment by bank draft, your payment amount will be debited from your checking account within two (2) business days.

If you are enrolled in the recurring bank draft payment, your monthly payment will automatically be debited from your account two (2) days before your bill due date. If that day falls on either a weekend or bank holiday, your payment will be debited on the next business day.

When will my payment be charged to my credit card?
If you utilize the one-time payment method to make a payment with a credit card, your payment amount will be charged to your credit card that same day.

If you are enrolled in the recurring credit card payment, your monthly payment will automatically be charged to your credit card two (2) days before your bill due date. If that day falls on either a weekend or bank holiday, your payment date will occur on the next business day.

Is there a charge for the online payment method?
The City of Mesa offers this service to you without any charge, but we recommend that you contact your bank to find out if they will charge a fee for this service.

Will I need to make a request each month in order to pay my bill?
This depends on the payment method you have selected. If you chose one of the one-time payment options, yes, you will need to submit a payment amount authorizing the City of Mesa to debit your checking account or charge your credit card on a monthly basis. However, if you choose one of the recurring programs, your checking account or credit card will be automatically debited or charged each month.

How do I inactivate a recurring payment?
If you are making recurring payments by either bank draft or credit card and you wish to discontinue this payment option simply “Inactivate” your current existing payment arrangement from the “Existing Recurring Payment” screen. You can either enter a new recurring payment arrangement or choose to make one-time payments if you wish to continue using the 'My Utility Account' on-line payment system.

Can I stop a recurring payment amount before my checking account or credit card is charged or debited?
Within three (3) business days from your scheduled payment, please contact Customer Service at 480-644-2221 or toll free at 1-866-406-9659 to stop payment.

How do I update my credit card or bank draft information?
Use the “Edit Stored Credit Card” or “Edit Stored Bank Draft” page to quickly update or remove existing account information.
NOTE: If you update or inactivate account information in the “Update Credit Card” or “Update Bank Draft” pages those changes will not reflect on any Recurring Payment arrangement you have implemented using the same account information. You must make the account changes to your Recurring Payment arrangement separately.

What if I need to stop a payment that has already been made?
If you want to cancel a payment, please contact your bank or credit card company to see if the payment or charge to your account has already been processed and can be stopped. The City of Mesa will charge a $25.00 returned payment fee.

Do I have to sign up for online bill payments if I have registered my account?
No. You can register and view your bill history, consumption history or use any other on-line function of the website without using the bill payment options. However, you cannot sign up for the payment options without first registering your account.

Is there a charge for a returned check?
Yes. Your payment will be reversed by the City of Mesa if your bank for any reason returns the transaction. The City of Mesa will charge your account a returned payment fee of $25.00 per returned transaction.

Can I change my payment due dates?
Yes. Please read the Select Due Date page for more information and program requirements.

I have a billing dispute for a recurring payment that has already been debited/charged to my account, what do I do?
Please contact Customer Service during normal business hours at 480-644-2221 or toll free at 1-866-406-9659.

ABC Donations

What is an "ABC Donation"?
An ABC (A Better Community) donation is a voluntary, tax-deductible donation that is distributed to local non-profit agencies that service low-income residents, at-risk children, the elderly and disabled.

Non-profit agencies that provide human services to Mesa residents are eligible to apply for the donated funds.

ABC donations provide City of Mesa utility bill customers an opportunity to easily contribute to their community through donating money along with their monthly utility bill payment.

How do I authorize an "ABC Donation" to be added to my monthly utility bill?
Your monthly utility bill automatically posts a standard $1.00 ABC donation amount in the “ABC Amount” field when using the one time credit card or one time bank draft payment option. You may choose to leave this standard amount or you may change the ABC amount to whatever donation amount you would like to make. By checking the box “Remember my Voluntary ABC Donation Amount” located on the payment confirmation screen the system will automatically add your “remembered ABC donation” on a monthly basis or you may change this amount to whatever donation amount you would like to make on a monthly basis.

What if I choose not to participate in the "ABC" program?
Replace the standard $1.00 ABC Donation Amount by entering a $0.00 amount in that field when making your payment. By checking the box “Remember my Voluntary ABC Donation Amount” located on the payment confirmation screen, the system will automatically store the $0.00 donation amount and populate the field with this amount on a monthly basis.

Can I make an ABC Donation even if I have no balance due on my account?
Yes. You can make an ABC Donation by making a One-Time Bank Draft or One-Time Credit Card payment for the ABC amount you would like to donate. This ABC Donation amount will be reflected in your “Recent One-Time Payment History” information. ABC Donations are not reflected in your “Current Payments” information from the “Account Information” page as the payments shown in this area reflect utility payments only. You may also view your personal year-to-date ABC donation history on your monthly billing statement.

Where can I view my ABC Donation history?
When you make a One-Time Payment by credit card or bank draft your ABC Donation amount will be totaled along with any utility payment amount and reflected in the “amount” field in the “Recent One-Time Payment History.” ABC Donations are not reflected in your “Current Payments” information accessed through the “Account Information” page as the payments shown in this area reflect utility payments only. You may also view your personal year-to-date ABC donation history on your monthly billing statement.

Online Security

What kind of online security does the “My Utility Account” use to protect customer account information?
The City of Mesa is committed to maintaining the security and quality of data provided that is either available from or collected by our City web sites and has taken reasonable precautions to protect such information from loss, misuse or alteration. The City of Mesa maintains security standards and procedures regarding unauthorized access to electronic information to prevent unauthorized removal or alteration of data. The City utilizes 128-bit encryption and SSL services to secure all transactions that may involve payment of fees through the City web sites. Those utilizing our online payment services are encouraged to verify the validity of the site’s digital server certificate when processing payment transactions, by clicking on the “lock” icon that appears at the bottom of your browser screen when processing credit/debit card information. There is also a “Verify Certificate” link provided on all pages where payment information is requested. Checking certificate status ensures that you are utilizing the City’s secured payment processing system.

This information should not be construed in any way as giving business, legal, or other advice, or warranting as fail proof, the security of any personal information collected through our web City web sites.

DigiCert Security Services
The City of Mesa uses Digicert to ensure data safety. Digicert stores all transaction information from the website, and uses the latest secure SSL encryption technology. While we have access to all transaction-critical information, Digicert protects your account data with the highest level of security.

To protect consumer data during transmission, Digicert uses the latest SSL encryption technology that securely passes transaction data to the Digicert gateway. To prevent data compromise in the storage server, Digicert stores sensitive transaction information on secure systems that cannot be accessed through the Internet. Furthermore, Digicert uses hardware and software firewall technology and additional encryption technology to eliminate opportunities for intruders to break into a server and compromise personal account information.

For more information on Digicert services please visit their website at http://www.digicert.com/ or click on the small gold colored padlock at the lower right hand side of any of the website screens to view the certificate information.

Disclosure and Application of Public Records Laws
The City of Mesa does not sell, trade or rent City web sites visitor information, including electronic mail addresses, to any outside company or organization. The City will not disclose personally identifiable information or credit/debit card information to third parties, except for the purposes of completing your payment transaction through a secured financial network or to collection agencies.
The City of Mesa may be required by law enforcement or judicial authorities to provide personally identifiable information, or credit/debit card data, to the appropriate governmental authorities as required by law. Please be aware that information you provide to any government entity, including the City of Mesa, on a web site or otherwise may be subject to disclosure upon a request under the Arizona Public Records Law, other state and federal law or Supreme Court Rule.

What can I do myself to further minimize the possibility of unauthorized access to my personal and account information?
The City of Mesa will never contact you to ask you for your Username or Password information. Please be very cautious when getting phone calls, e-mails, or instant messages asking for this information; we recommend you do not respond to these requests, and contact us immediately with details.
For the application to work properly your browser must have JavaScript enabled and allow cookies. If you're concerned about security, you can turn on JavaScript and cookies for the current session with your browser and then turn them off after you are finished.

If you do not plan to use the web site to pay on-line or view account information, you may disallow access to your account information by contacting Customer Service at 480-644-2221 or toll free at 1-866-406-9659.

Computer Settings

What if I have difficulty logging into my account or going to the registration page?
If you experience difficulty logging into you online account or going to the registration page, you may need to update your Web browser.  The minimum browser requirements for accessing 'My Utility Account' are:

Note: If you are using Microsoft Windows 98 and an Internet Explorer browser of version 5.5 or less, you will need to upgrade your Web browser.

Download free Web browsers:
Internet Explorer: http://www.microsoft.com/windows/ie/downloads/default.asp
Netscape: http://channels.netscape.com/ns/browsers/download.jsp

Troubleshooting browser settings
If you are using an approved browser and are still having difficulties, you may need to adjust the browser settings.   Check the settings below to make sure your system is set up appropriately to access 'My Utility Account'.

What is a “Cookie”?
To better serve our users we may use “cookies” in certain City website areas to customize your browsing experience. Cookies are test files stored on your computer by your web browser. They provide a method of distinguishing among visitors to our City websites, and assist in performing certain online transactions. Cookies created by using the City websites do not contain personally identifying information and do not compromise your privacy or security. We use the cookie feature only to store a randomly generated identifying tag on your computer. Visitors may configure their browsers to not accept cookies from sites, however this may impact our ability to provide certain online services for you.

How do I enable “Cookies” on my computer?

Microsoft Internet Explorer

1. Click on TOOLS.
2. Select INTERNET OPTIONS.
3. Click the PRIVACY tab.
4. Click on the ADVANCED tab.
   1. Put a check mark next to "Override Automatic Cookie Handling".
   2. Select ACCEPT for "First-Party Cookies" and "Third Party Cookies".
   3. Put a check mark next to "Always Allow Session Cookies".

1. Click on EDIT.
2. Select PREFERENCES.
3. Double click on ADVANCE.
   1. Make sure the checkbox for ENABLE JAVA and ENABLE JavaScript are selected.
   2. Make sure the radio button box for ACCEPT ALL COOKIES is selected.
   3. Click on OK until exited completely from preferences.

What is "JavaScript"?
JavaScript is a dynamic programming language for web pages.  HTML (a static code) provides code for the webpage itself, and JavaScript can make dynamic changes so you can see your account information without reloading the page.  A page created in HTML is static, meaning it won't change ‘on-the-fly’.  JavaScript, however, is dynamic and therefore makes it easier and more convenient for you to retrieve your account information and use the features of our site.  Today, JavaScript is used on most web sites.

How do I view and/or print a copy of a bill from the “View Bills” page?
You will need to use the free Adobe Acrobat reader software to view or print a PDF version of any bill from the “View Bills” page.

1. Go to the website or webpage that you wish to add to your favorites list.
2. Click on the Favorites tab then click Add to Favorites.

Note: To open a website or webpage page from your favorites list, click on favorites and then click on the webpage you wish to access.

Why can’t I view the “NEED HELP” screens?
If you have any pop-up blockers installed, you will need to disable them, or make the City of Mesa a trusted site (https://secure.cityofmesa.org). If you do not, you may  not be able to view all pages properly.

If you were previously viewing a “Need Help” screen in the website, and you are now unable to view any of the “Need Help” screens, check to make sure you have not “minimized” a prior help screen rather than close it. If you minimize any help screen, this screen and all future help screens will display in the minimized form. Check at the bottom of your browser window to see if any of the screens are listed there and if so click on each screen to close.

How do I change my monitor resolution?
Select your system control panel and change the display settings to the recommended 1024x768 screen resolution.

Can I de-enroll from 'My Utility Account' at any time?
If you would like to de-enroll from this service, please contact Customer Service at 480-644-2221 or toll free at 1-866-406-9659, your account can be de-activated to prevent Internet access. In order to restore Internet access you will have to contact Customer Service to have the account re-activated.  

What if I receive a message that the system is unavailable?
The system may be down for maintenance. If this problem persists for an extended length of time please contact Customer Service at 480-644-2221 or toll free at 1-866-406-9659.    NOTE: The system will be unavailable due to nightly processing for approximately 20 minutes between 4:00 AM to 8:00 AM and for routine maintenance every Sunday from 1:00 AM to 7:00 AM.