eBilling FAQs

I forgot my user name or password.

If you can't remember your User name:

  • Click or tap on the ‘User Name’ link on the "Sign In to eBilling" login page. You’ll be taken to the page to the "Find Your User Name" page.
  • Enter the requested information about your user profile.
  • If the information is correct, an email with the user name will be sent to the email address associated with the user profile.

If you can’t remember your password to login:

  • Click or tap on the ‘Password’ link on the "Sign In to eBilling" login page. You’ll be taken to the "Reset your Password" page.
  • Enter the requested information.
  • If the information is correct, a confirmation code will be sent to the email address associated with your user profile.
  • Enter the code and your new password, and confirm the password.
    • For security, if you enter an incorrect confirmation code, the code will expire immediately.
    • You will need to request a new code to continue with resetting your password.

You'll be asked to provide your account number and/or email address.

  • You will be able to find your account number on notification emails sent to your email address.
  • If you no longer have access to the email address associated with your user profile, contact Customer Service at (206) 684-3000.

 

My account balance doesn’t look right.

When you log in to your eBilling profile, the account balance that is displayed is updated from the utility billing system. It can take up to 3 business days for the balance to update with any recent payment(s).*

The updated balance will reflect any payments, adjustments, or charges to your account since the most recent bill. These include:

  • Extra garbage or food and yard waste charges
  • Late fees for past due bills
  • Special service charges

All payments made over the phone or online will show in your payment history immediately. It just won’t be reflected in your balance until it’s updated.

*If a payment was made right before a holiday, it may take a day or two longer for the payments to reflect in the displayed balance.

 

What can I do from the "Utility Accounts" landing page?

The "Utility Accounts" landing (home) page is designed to show you the most important details of your accounts in one location.

View account and recent bill summary, including:

  • Account number and corresponding service address
  • Current account balance (see above)
  • Most recent bill amount
  • Autopay or Paperless billing status
  • Bill copy
  • If you have an associated account that hasn't received a bill, there will be no information displayed until the first bill is available.

Pay one account or multiple accounts at one time:

  • To pay one account at a time, click or tap the ‘Pay’ button to the right of the account details and summary.
  • To pay multiple accounts at one time, check the boxes to the left of the account details and then click or tap the ‘Pay Total’ button.

 

How do I turn paperless billing off/on?

When you add an account to your eBilling profile, paperless billing will automatically be turned on.

  • When paperless billing is turned on, you will no longer receive a paper bill in the mail, and you’ll be notified by email when a new bill is ready for view and payment.
  • When paperless billing is turned off, you will continue to receive email notifications when a new bill is ready to view, but you will also receive a copy of the bill in the mail.
  • You can see if your account is on paper or paperless billing on the "Utility Account" home page and your 'My Profile' settings, through the 'Add/Edit Accounts' link.

To turn off paperless billing:

  • Log in with your user name and password.
  • Select ‘My Profile’ by clicking or tapping on your user name in the upper right corner of the page.
  • Click or tap on 'Add/Edit Accounts' and then the ‘Edit’ link to the right of the account details.
  • Click or tap the paperless billing toggle button to turn on and off.
  • Click or tap 'Save' to save your preference.

 

What details can I see in Payment History?

For each account added to your eBill profile, you will immediately be able to see a billing and payment history.

The payment history will contain all payments that have been made to the account through any channel: online, over the phone, by mail, in person, or by any other method.

General details include:

  • Payment status
  • Account payment was made to
  • Type of payment (credit card or checking account)
  • Payment amount and date
  • Payment source

You can click or tap on the ‘View Details’ line and see additional details by expanding the 'More Details' option. 'More Details' will show you each step in the payment transaction process.

Payment Sources include:

  • eBill indicates a user logged in to an eBill user profile to make the payment.
  • ONE indicates a user made a payment using ‘Pay as Guest’ option. This will also show if a customer made a payment over the phone with a payment representative.
  • IVR indicates payment was made through the automated payment line.
  • EFT indicates account is on a special automated recurring payment program.
  • OTH the payment was made through a method other than online or over the phone.

Payment Statuses include:

  • Scheduled: Payment scheduled for a future date
  • Pending: Payment being processed
  • Authorized: Funds secured from CC / Bank account validated
  • Approved: Payment approved with funds
  • Rejected: Payment rejected
  • Cancelled: Payment canceled by user
  • Returned: Payment was returned by financial institution (e.g. NSF)
  • Refund: Refund scheduled for a future date
  • Refunded: Funds deposited into user CC / Bank account
  • Remit: Payment was posted to or received by Seattle Public Utilities

 

How do I add additional accounts?

The account you used to set up your user eBilling profile is automatically associated with your user profile.

  • You can add an unlimited number of Seattle City Light and Seattle Public Utilities accounts to your eBill profile.
  • You will need the account number and corresponding mailing address ZIP code to add an account.
  • Any accounts you add will automatically be put on paperless billing. You can turn paperless billing off at the time you add the account to your profile or later through the ‘My Profile’ settings.

To connect additional utility accounts:

  • Log in with your user name and password.
  • Select ‘My Profile’ by clicking or tapping on your user name in the upper right corner of the page.
  • Click or tap on 'Add/Edit Accounts' and click the ‘Add Account’ button.
  • Enter the utility account number and corresponding mailing address ZIP code.
  • Use the 'Add' button to save.

 

How do I change my email address or password?

You can log in to your eBill profile at any time and update your email address and password.

  • Select ‘My Profile’ by clicking or tapping on your user name in the upper right corner of the page.
  • To change your password, click or tap ‘Change Password.’
  • To update your email address, click or tap ‘Edit Emails.’

 

How do I change my personal account information?

If you need to make changes to your utility account details, such as mailing address or phone number, you can contact Customer Service at (206) 684-3000:

  • 7:30 am - 7:00 pm, Monday - Friday

 

How do I manage AutoPay?

You can set up AutoPay so your account will be paid through recurring automatic payments whenever a bill is generated.

To set up AutoPay for your account:

  • Log in to your eBilling profile and choose the 'AutoPay' link at the top of the page.
  • Click or tap the 'Add AutoPay' button.
  • Select the account, payment method, how much you want to pay, and the payment schedule.
  • To edit or cancel an existing recurring payment, use the links in the right column.

There is no need to cancel a recurring payment to update details about the associated payment method.

  • If you need to update the payment method information for a recurring payment, go to 'Payment Methods' to edit. The updated payment method details will automatically update the recurring payment.
  • If there are any scheduled payments when you make changes to the payment method, they will not be affected by the change. To update the payment details for a scheduled payment, cancel the payment in 'Payment History' and reschedule.

Payments are scheduled when your most recent bill is generated.

  • If you make any payments to your account after a recurring payment has been scheduled, it won't affect the amount of the scheduled payment.
  • If you don't want to pay the amount that has been scheduled, cancel the payment on 'Payments' and reschedule the payment for a different amount.

 

My spouse, partner, roommate or tenant needs to be able to manage bills and payments for my utility account.

Your spouse, partner, roommate, or tenant can create their own separate user profile. If they already have a profile, they can add your utility account.

If they create their own user profile and add your utility account, they can:

  • Receive notifications of new bills and payment confirmations for payments they’ve made.
  • View the bills for the account and payment history. They will only be able to view and manage payment methods associated with their user profile.
  • Set up AutoPay for the account, unless another user has already set up AutoPay for that account on another profile.

Each Seattle City Light or Seattle Public Utilities account can be associated with three different user profiles.

 

How do I remove an account from my eBilling profile?

If you want to maintain your user profile and see bill and payment history for your account(s) in the future, you must keep one account associated with your profile. You can add/and remove accounts through you ‘My Profile’ settings.

To remove a utility account:

  • Log in with your user name and password.
  • Select ‘My Profile’ by clicking or tapping on your user name in the upper right corner of the page.
  • Click or tap on 'Add/Edit Accounts' and select the ‘Edit’ link to the right of the account details.
  • Click or tap the ‘Remove my Account’ button.
  • Confirm that you want to remove the account.

If your account is still open and you want to receive a paper bill, but you still want to be able to view your bill history online, you can manage your paper bill settings through ‘My Profile.’

Once your utility account is closed and the final bill is paid, you will no longer receive any new bill notifications for the account unless the account is reopened in the future.

If you leave the account enrolled and associated with your user profile after it is closed, you will be able to log in and view the bill and payment history at any time.

 

Can I download my bills?

Yes. There is an option to download a PDF of any bill that you are viewing by clicking or tapping on the download or print icon in the upper right of the bill view page. You can also download the bill details in a spreadsheet in 'Bill History.'

At this time, you cannot directly download to Quicken and other money management software, but you can download in Excel and import into your money management software or download to print.

 

I need some assistance.

If you’re having trouble viewing your bills, making payments, or accessing or managing your eBill profile, you can contact Customer Service:

  • Phone:
    (206) 684-3000
    (800) 862-1181 (out of area)
    (877) 398-3531 (pay by phone 24/7)
  • Hours:
    7:30 am – 7:00 pm, Monday – Friday