Show All Answers

1. How do I sign-up for electronic billing, "My Account", so I can pay my bill online?

• Visit My Account and click "New? Register Now".
• On the Customer Enrollment page, enter your account number and service address.
• Read and check the box to accept the Terms of Service and then click on "I Agree."
• Provide and confirm your email address, check the acknowledgement box, then click "Continue."
• Enter a Username and Password (Remember to write it down for future reference).
• An activation email will be sent to you. Upon receipt, click on the link 'Complete Enrollment' in the email to activate your online account. You may now login and view your bills. 

***Enrollment in My Account means that you've committed to go paperless only. If you also decide to make payments through this program, your next step will be to create a Payment Profile.***

2. Will I continue to receive my bill by mail?

No. When you enroll in My Account you will receive an email notice that your bill is available for online viewing. You will no longer receive paper bills by mail. However, you can always view/print current and past bill statements when you are logged into My Account. In order for Padre Dam to provide online billing services as a free service to customer, we are not able to offer both a mailed paper bill and an electronic bill.

3. I can't log-in (Authentication Error)

The Authentication Error means you have entered an incorrect Username and/or Password or that you were previously enrolled in e-billing and had your account cancelled. You may want to try entering your information again. Remember your Username and Password are case sensitive, should be 7-30 characters long and include at least one number. Therefore, if there is a capital letter, number or special character included in your password, be sure you are entering it exactly as it should be. If you have forgotten your information, you may request a new password by clicking on the "Forgot Username/Password" button. Your username and a temporary password will then be sent to the email address you have listed with My Account. If your account has been previously cancelled, you will not be able to login as the customer/account number is now locked out of the program.

4. Why is the temporary password not working when I try to log in?

If you were previously enrolled in My Account and then removed for any reason, such as to receive paper bills again, you will no longer be able to enroll online. If you wish to re-enroll in My Account and stop receiving paper bills, please contact Customer Service (619.258.4600). 

If you began the process of enrolling your account but did not finish, your temporary password may not grant you access. In this case, please contact Customer Service (619.258.4600).

5. I see a balance due but I already paid my bill.

If you have already paid your bill and your account shows a balance due, the balance due may be for new charges. New balances are posted on the My Account site no later than Thursday. However, the new statements that explain the new balances aren't posted until Friday. To avoid a duplicate payment please be sure to check your "Payment History" to see if a payment has already been scheduled and/or call Customer Service at 619.258.4600 to confirm. Once payments have been made, they can not be cancelled.

6. I didn't get my bill.

Sometimes an email provider may block an email from being delivered to an Inbox. We have found this to be especially true for email providers with aggressive spam filters. We suggest adding onlinebiller@padre.org to your list of approved senders or contacts list for your email address. This will increase the likelihood of successful delivery of your bills. Contact your email provider if you are not sure of how to add an approved sender to your contacts.

7. How do I view my bill?

• Under the Customer Service heading, click on  "My Account", and log-in to your online account with your Username and Password.
• Click on "View Bills".
• From the View Bill list, click the appropriate View button for the billing period you want to review.

8. How do I set-up Auto-Pay?

• You will need to be enrolled for our paperless billing option, My Account. Log-in to get started.
• Click on "AutoPay", Under Action, select "Sign Up."
• Select the payment profile you want to link to the AutoPay. If there are no available options to choose from that means you have NOT added any profiles yet. Simply click on "Add New."
• Review the Terms and Conditions and check both boxes in item 4.
• Click "Sign Up."
• AutoPay will begin with your next bill. You must make a one-time payment for your current bill by clicking on "Pay Now" or "Make a Payment." Note: your bill will state "AutoPay - Do Not Pay" when AutoPay is in place on the account.

9. Why did my payment fail? I haven't changed anything.

There are various possibilities for why a payment may fail: 

1. Non-sufficient funds (NSF) 
2. Incorrect bank account and/or routing number 
3. Incorrect credit card number 
4. Expiration of credit card

10. How do I add a payment profile?

• Login to My Account.
• Click on "Payment Profiles".
• Click on "Add New" to add a new payment type.
• Enter your Bank Account or Credit Card information.
• Click "Continue".
• Confirm the information is correct. This step is very important and can result in additional fees should information be entered incorrectly. Click "Save."
• Your additions have been completed.

***Please Note*** If you are already enrolled for Autopay, you will need to "EDIT" Autopay to select the new payment profile you would like Autopay to use.

11. How do I change a payment profile? (ie. new expiration date)

•  Login to My Account.
• Click on "Payment Profile."
• Select the profile you want to edit or remove.
• Click "Edit or Remove."
• When editing a profile, make your changes and enter your password.
• Click "Continue."
• Your changes have been completed.

12. How do I setup a new payment profile for my Autopay?

• Login to My Account.
• Click on Autopay.
• Under "Action" click the Edit button.
• On the "Use Payment Profile" line, click the Add New button to add a new payment profile.
• Enter your new bank account or credit card information.
• Click "Continue".
• Confirm the information is correct and click on "Save" (the Payment account has now been successfully added).
• Under "Use Payment Profile," use the drop down arrow to select the NEW payment profile you want to link to AutoPay.
• Click "Save Changes" and "Continue."
• You will now see a new screen showing the summary of your changes and a message: "AutoPay Updated!"
• Your changes/additions are now saved.

13. How do I change a payment option if I'm set-up for Autopay?

If you don't need to add a new profile and simply want to link the AutoPay to a payment profile that is already listed in your Payment Profiles, then use the following instructions:

• Click on "Autopay."
• Under Action, click the "Edit" button.
• Under Use Payment Profile, use the drop down arrow to select the payment profile you want to link to AutoPay.
• Click "Save Changes and Continue."
• You will now see a new screen showing the summary of your changes and a message: "AutoPay Updated!"
• Your changes are now saved.

14. How do I cancel automatic payments?

• Login to My Account.
• Click on "AutoPay."
• Under Action, click on the "Edit" button.
• Click on the "Cancel Autopay" button.
• You will now need to make a one-time payment for each bill you want to pay through this system. Other payment options include by phone (877-MY PADRE), traditional methods of payment such as payment through the mail, our night drop box or in our office.

15. Can I cancel the payment I just made?

No, payments cannot be canceled once submitted. Please double check your information prior to clicking the "Submit" button.