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Bill and Account FAQs

  • Q: My bank account or credit card has the proper funds, why is my payment being declined?
    A: There is a technical problem with the payment method saved to your wallet in the Customer Portal. To resolve the issue, delete your payment method entry in the wallet of your Portal account. Once deleted, please re-enter your payment method, and retry making your payment. View step-by-step instructions (PDF) .

    A: There is a technical problem with the payment method saved to your wallet in the Customer Portal. To resolve the issue, delete your payment method entry in the wallet of your Portal account. Once deleted, please re-enter your payment method, and retry making your payment. View step-by-step instructions (PDF).

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  • Q: I'm getting an error stating "Unable to validate the payment method" when I attempt to edit my payment method?
    A: Due to a recent system update, if an edit is needed to your payment method, you will need to remove and re-enter your payment method. After completing this step, you will be able to edit your payment method as needed. View step-by-step instructions (PDF) .

    A: Due to a recent system update, if an edit is needed to your payment method, you will need to remove and re-enter your payment method. After completing this step, you will be able to edit your payment method as needed. View step-by-step instructions (PDF).

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  • Q: Why is my bill higher than normal but I haven't done anything different?
    A: There can be several reasons why your bill fluctuates from month to month, incuding weather or additional days in the billing cycle. Check out our bill self assessment guide learn more. It's possible that your bill reflects an estimated meter read of your current bill, or is a true-up of your actual usuage due to an...

    A: There can be several reasons why your bill fluctuates from month to month, incuding weather or additional days in the billing cycle. Check out our bill self assessment guide learn more.

    It's possible that your bill reflects an estimated meter read of your current bill, or is a true-up of your actual usuage due to an estimated read on your previous bill. To find out if your current usage was estimated, view the Electric or Water Usage section of your bill. If your bill was estimated, you will see *based on an estimated read. See an example and learn more.

    An inacurate meter read is very rare. But if you feel that the reading on your bill doesn't seem right, take a look at your meter and compare the current reading to the reading shown on your last bill. Click here to learn how to read your meter.

    If you find that your water use was much higher than anticipated, do a meter test. It is free and just requires a bit of time.

    If you have questions about your electric use, you can do a home self-assessment of your household appliances.

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  • Q: How do I register my account on the online portal?
    A: Create your profile and password . You'll be asked to select three security questions for account recovery and you'll be required to verify the email address you provided. To attach your EWEB account to your new profile, you'll need your EWEB account number. From the account summary screen you'll be able to add and manage...

    A: Create your profile and password. You'll be asked to select three security questions for account recovery and you'll be required to verify the email address you provided.

    To attach your EWEB account to your new profile, you'll need your EWEB account number.  From the account summary screen you'll be able to add and manage multipe EWEB accounts.

    Click here for step-by-step instructions on registering on the portal. 

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  • Q: How do I locate my account number?
    A: You can find your account number at the very top of your bill, and on your email payment receipt (if you pay online). If you are registered with our customer portal, you will see your account number at the top of the main account summary screen.

    A: You can find your account number at the very top of your bill, and on your email payment receipt (if you pay online). If you are registered with our customer portal, you will see your account number at the top of the main account summary screen.

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