My Utility Account - Frequently Asked Questions (FAQs)
Registering Your Account
Viewing Account Information
Making Online Payments
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
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:
- 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.
- Create a Username (up to 30 characters) and Password (6 to 8 characters).
Remember: Passwords are case sensitive.
- 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
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
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. If you have also forgotten your user name
you will need to re-register. (Click on the "Register" button and
follow the instructions.)
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
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
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
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. Please review the
eBill FAQs for
Sign up for E-Bill notification using our convenient web form
by clicking here.
You can also enroll through your My Utility Account profile:
- Login to 'My Utility
- 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 3 to choose from:
- None - System automatically sends paper bill
- Email Notification Only (no paper) - Email sent to the customer monthly
- Paper Bill Only - Paper bill sent to customer
- 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.
The "My Utility Account" website currently offers 4 payment methods:
- One time bank draft from checking
- One time payment with a credit card (VISA, MasterCard, Discover/NOVUS,
- Recurring bank draft from checking
- Recurring payment with a credit card (VISA, MasterCard, Discover/NOVUS,
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
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
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
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
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
Do I have to sign up for online bill payments if I have registered
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.
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
Your monthly utility bill automatically posts a standard $5.00 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
What if I choose not to participate in the "ABC" program?
Replace the standard $5.00 ABC Donation Amount by entering a $0.00 amount in
that field when making your payment. (you cannot leave the field blank, you
must enter 0.00 in the ABC amount field) 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
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
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.
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
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
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
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.
enabled and allow cookies. If you're concerned about security, you can turn
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.
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.
Account system availability:
||Between the hours of 7:00 PM and
12:00 AM (midnight) the system may be unavailable
intermittently due to nightly processing.
||The system may be unavailable for routine maintenance
every Sunday from 10:00 PM to Monday 1:00 AM.