Frequently Asked Questions about E-bill
Q. I already pay some bills online. Is that the same as paying e-bills?
Q. How do I enroll to receive my Denver Water bill electronically?
Q. How do I know my billing and payment information is secure?
Q. What is Denver Water's online privacy policy?
Q. How and when will I receive my Denver Water e-bill?
Q. If I currently receive a Denver Water e-bill, how and when will the new e-bill be different?
Q. Will I need to remember another password to open my e-bill?
Q. How do I pay the bill online when I receive it?
Q. Is there a fee for Denver Water’s e-bill service?
Q. Will I receive a confirmation if I pay my bill online?
Q. How is the
e-billing service different from Denver Water’s Automatic Payment Plan?
Q. I like the
convenience of automatic payments. How can I receive paperless bills
(e-bills) and have my water bills paid automatically?
Q. What do I need
to do if I want to change from Denver Water’s Automatic Payment Plan
to electronic bill presentment and payment?
Q. What steps
should I take if e-mails from Denver Water get blocked by my computer?
Q. How do I cancel
my Denver Water e-bill and return to paper bills?
Q. How do I change the e-mail address that my e-bills are delivered to?
A. Your Denver Water electronic bill, or "e-bill," is a detailed and complete facsimile of the paper bill you currently receive. Instead of receiving a paper bill in the mail, your e-bill will be delivered to your e-mail inbox. See sample e-bill.
Q. I already pay some bills online. Is that the same as paying e-bills?
A. Not quite. If you already pay some bills online, you probably receive paper statements through the U.S. Postal Service. Then you go to the Internet and pay those bills. E-bills differ because they are paperless and delivered electronically. They come directly to your e-mail inbox. You actually view your bill in your e-mail and then when you are ready to pay, all you need to do is choose the amount, schedule the date you want the bill paid and click to pay. Everything is paperless–unless you want to print your online bill for your files.
You can receive and pay your e-bills anywhere you have access to your e-mail, so it's a great tool for frequent travelers.
Q. How do I enroll to receive my Denver Water bill electronically?
A. To subscribe to this service just provide Denver Water Customer Care
with your e-mail address along with your Denver Water account number.
There’s no need to enroll in a Bill Pay service or provide personal
information. Subscribe and go
paperless.
Don’t know your Denver Water account number?
E-mail us
your name and address and we’ll
send it to you.
To allow time to set up your account, sign up for e-billing at least two weeks before your next billing date. Be sure to add ebill@denverwater.org to your address book and/or change your spam filters to allow Denver Water e-mails to get through.
Q. How do I know my billing and payment information is secure?
A. Secure E-mail Delivery:
Denver Water
e-bills contain a payment form that has been encrypted and digitally
signed by Denver Water. Encryption is of the highest
banking-industry standard.
Secure Data Transfer:
Your payment
information is submitted over a secure 128-bit SSL connection (the
same as would be used on a secure HTTPS Web site that displays this
lock
). As this payment is directly from your encrypted bill
(and not on a Web site), it is significantly more secure.
Offline Viewing Security:
Your e-bill is being viewed offline (locally on your computer) and the information and payment form is not accessible over the Internet. It is only available on your computer when you open the secure e-mail bill using the first five digits of your service address zip code. This information is only held locally on your computer for as long as you have the e-bill open.
Trusted Payment Providers:
Payments are processed by Denver Water vendor partners (Western Union and Striata) who are accredited* and audited payment providers.
*Accreditation:
NACHA: The Electronic Payments Association is the leading organization in developing electronic solutions to improve the payments system.
VISA CISP (Cardholder Information Security Program): This program protects Visa cardholder data, wherever it resides, ensuring that members, merchants, and service providers maintain the highest information security standard.
If you have further questions about
security, contact
Customer Care or by calling 303-893-2444, during normal
business hours.
Q. What is Denver Water's online privacy policy?
A. Denver Water will never share your information with any third parties, aside from processing your online bill and payment. Privacy Policy.
Q. How and when will I receive my Denver Water e-bill?
A. You will receive your first e-bill approximately 25 days before your next bill is due. After you send us your e-mail address, you’ll receive a confirmation message telling you when to expect your first Denver Water e-bill in your e-mail inbox. Your e-bill will be delivered to your e-mail address. Denver Water’s e-mail will contain an attached PDF file. Your e-bill will look just like your paper bill and your billing cycle will not change. Please add eBill@denverwater.org to your address book to ensure that you receive future water bills to your inbox.
A. Your billing schedule and bill due dates didn't change. But the way you receive and/or pay your bill changed on November 1, 2007, as follows:
If you enrolled to receive your e-bill through Denver Water’s Web site or another site powered by CheckFree, you no longer have to click and link to a Web site to view or pay your bill. Denver Water delivers your e-bill directly to your e-mail inbox and you can view and pay directly from within your e-mail.
Plus, you now have the option of paying Denver Water with a Visa, MasterCard or a deduction from your bank account – and our new service is still free. The first time you use our new e-bill solution you are asked to enter the account number of your bank or charge card. After that, you’ll only need to specify the date and amount of the payment.
If you enrolled to receive an e-bill and pay Denver Water through your bank or other financial provider, it no longer provides Denver Water bills electronically. Instead, Denver Water delivers your e-bill directly to your e-mail inbox.
You can choose to pay Denver Water from within your new e-bill or continue paying from your bank’s bill pay service. With our new e-bill, you now have the option of using a charge or debit card. Best of all, this new and improved e-bill service is totally free.
E-bill customers who enrolled in e-bill service prior to October 1, 2007, don’t need to re-enroll or visit any Web site to use this new e-bill solution. All you need to do is add ebill@denverwater.org to your address book.
If you did not receive Denver Water's e-mail, it may be blocked by your computer's spam filters. Read more on steps to take to unblock our e-mails.
A. Yes.
Q. Will I need to remember another password to open my e-bill?
A. No, to open your Denver Water e-bill:
1. Open the PDF attachment to view your water bill.
2. Provide the first five digits of your service address zip code to open the e-bill document.
Q. How do I pay the bill online when I receive it?
A. You have several options for paying your e-bill.
1. You can make an electronic payment from within the e-bill you receive from Denver Water. It’s free and easy to use:
- Select payment option: electronic check (ACH), credit or debit card.
- The first time you pay this e-bill, you’ll be asked to enter credit card or bank account numbers. This information can be pre-populated in a secure method for future payments.
- Enter the amount to be paid to Denver Water.
- Enter the date you want the payment to process.
- Submit the payment by clicking on Denver Water BillPay button.
2. Or, if you prefer, you can pay your Denver Water e-bill using an online bill payment service that you are already enrolled in (such as your bank or credit union).
3. You can also receive an e-bill and pay using one of the following methods:
Automatic Payment Plan (direct debit)
Pay-by-Phone: 1-800-694-7039 or 303-893-2444
Q. Is there a fee for Denver Water’s e-bill service?
A. There is no fee for receiving a Denver Water e-bill. If you pay directly from your e-bill, there is no fee. If you pay using your online bill payment service, you may be charged a monthly service fee.
Q. Will I receive a confirmation if I pay my bill online?
A. Yes, we will send you a confirmation by e-mail.
Q. How is the e-billing service different from Denver Water’s Automatic Payment Plan?
A. When you are set up with a direct debit plan, such as Denver Water’s Automatic Payment Plan, you still receive a paper bill that tells you when the amount due is going to be automatically deducted from your checking or savings account.
With e-billing, you receive your bill online (no paper bills) and you pay online. You decide the date the money is deducted from your bank account each time you make a payment. If you want a paper bill for your records, you can print the e-bill.
Q. I like the convenience of automatic payments. How can I receive paperless bills (e-bills) and have my water bills paid automatically?
A. To receive e-bills and pay automatically requires two steps. First, subscribe to receive a Denver Water e-bill. Second, choose one of the following options to set up direct debit/automatic payments:
a) You can enroll in Denver Water’s free Automatic Payment Plan. You will receive electronic bills in your e-mail that will specify the amount to be deducted from your checking or savings account. When your electronic bill arrives, simply review it and file it. The Automatic Payment Plan will automatically process your direct debit payment. Do not pay the e-bill if you are paying through our Automatic Payment Plan, because this will result in duplicate payments. APP form (PDF).
b) If you are already enrolled in an online bill pay service, such as a bank or credit union, it’s very common for these services to provide an Auto Pay feature. Contact your service provider to learn how to “turn on” this payment option.
A. To change bill payment methods, simply:
1.
Subscribe to e-billing by providing Denver Water with your e-mail
address.
2. Cancel your direct debit (Automatic Payment Plan) authorization in
writing by e-mailing Denver Water
Treasury
with this request.
Q. What steps should I take if e-mails from Denver Water get blocked by my computer?
A. Make sure that you have put ebill@denverwater.org in your 'safe' list and added it to your address book. If you still do not receive the e-mails, contact your e-mail service provider.
Q. How do I cancel my Denver Water e-bill and return to paper bills?
A. Fill out the online form to unsubscribe.
Note: If you decide to cancel your e-bill, we would appreciate feedback as to why you have chosen to discontinue the service, so that we can continue to try to improve our e-bill solution.
Q. How do I change the e-mail address that my e-bills are delivered to?
A. E-mail or call
303-893-2444 Denver Water Customer Care.
Still have questions?
Contact Denver Water Customer Care at:
E-mail: customercare@denverwater.org
Phone: 303-893-2444
Fax: 303-628-6034