Frequently Asked Questions about Paperless Billing (eBill)

1.    When will I receive my first e-mail notification for Paperless Billing?
About one week after you subscribe to Paperless Billing you will receive an e-mail that we have received and processed your request.
 
2.     What will the paperless billing monthly email notifications look like?
                See an EMAIL example here »
                See a TEXT example here »


3.    What type of notifications should I expect when signing up for Paperless Billing?
        Our eBill notifications include the following:
                Enrollment Letter
                Monthly Email/text billing notifices
                Payment Confirmations
                Past Due notices
                Recurring Credit Card Expiration
                Payment Reminder (Coming Soon)
 
4.    What email address will the monthly email notifications come from?
The email will be sent from the City of Mesa eBill team Example: eBill@mesaaz.gov
(We recommend that you add this email address to your Contacts or Address book to ensure successful delivery.)
 
5.    Is there any special software program that I need to view my bill online?
To view your bill online you will need Adobe Acrobat Reader, which, if not already loaded on your computer, is available for free at http://get.adobe.com/reader/.
 
6.    How do I change the e-mail address my notification is sent to?
There are three options for changing your e-mail address: 1) When you receive your monthly e-mail notification, you can click on “Change e-mail address” and fill out the paperless billing form; or 2) Visit mesaaz.gov/eBill and fill out the paperless billing form; or 3) By calling 1-866-406-9659 or 480-644-2221 and speaking with a Customer Service representative.
 
7.    How do I access my account to view my bills online?
To view or access your bills visit https://cis.mesaaz.gov/ . Also, for more information regarding registering “my utility account online,” please visit http://www.mesaaz.gov/custserv/faq.aspx
 
8.    Can I get both an electronic and a paper bill?
No, once you sign up for Paperless Billing you will no longer receive a paper bill by mail.


9.       What if I don’t receive the paperless billing notification?
Notifications are sent to the email address you provided when you signed up. If you don’t get notification, please fill out the Paperless billing form at http://www.mesaaz.gov/ebill or you may contact our office by calling 1-866-406-9659 or 480-644-2221 and speaking with a Customer Service representative. Note: Our eBill staff monitors Paperless billing accounts and will contact customers in the event a Paperless billing notification did not go through.
 
10.   What if I continue to receive paper bills when I signed up for Paperless Billing?
Once you signed up for paperless billing you will no longer receive paper bills. If you continue to receive paper bills is because there was an invalid email entered on your utility account. If so, your account was placed back on Paper bill to ensure bill delivery. Please complete this form to take advantage of the Paperless Billing service at http://www.mesaaz.gov/ebill or you may contact our office by calling 1-866-406-9659 or 480-644-2221 and speaking with a Customer Service representative.
 
11.   How do I make a payment once I've signed up for paperless billing?
Payments can be made by check debit or credit card. You also have the option of signing up for SurePay and have your monthly payments automatically made from your checking or credit card account. For more information visit http://www.mesaaz.gov/custserv/payment.aspx
 
12.   Am I automatically signed up for paperless billing when I become a City of Mesa Utilities customer?
No, customers who would like to take advantage of this convenient service will need to enroll.
 
13.   Does it cost anything to sign up for paperless billing?
No. Paperless billing is free to all City of Mesa Utility customers.
 
14.   If I sign up for paperless billing, will I still receive the city’s Open-line newsletter or the annual water quality report by mail?
You will no longer receive the open-line newsletter by mail once you sign up for Paperless Billing, but there will be a link in your monthly e-mail to the open-line newsletter website where you can access current and previous open-line newsletters. As far as the water quality report, this is available at http://www.mesaaz.gov/water/water_quality_report.aspx


15.    If I am a SurePay customer will this affect how my account gets paid?
No. You will start receiving e-mail notifications that you can view the bill online. Your automatic payment deduction will occur as it does now.


16.   If I currently pay my bill online; do I need to do anything different?
No. There is nothing else you need to do except continue to pay online or by any other method you chose.
 
17.   What if I want my spouse or a third party to receive the Paperless Billing notification?
A spouse can receive the e-mail notification at their own e-mail address. When signing up for Paperless Billing, be sure to indicate their address instead of your own. Note: The spouse/third party must be authorized on the account in the event they wish to get any information regarding account status, etc.
 
18.   How is Paperless Billing different from the way I view my bill online now?
With Paperless Billing you will receive an e-mail notification that your bill is available for viewing, where before you were not notified when it was ready for viewing.
 
19.   Can I see multiple months of my bill?
Yes. Currently, we offer the ability to securely view your current and previous bills online.


20.   Can I still donate to ABC Program Assistance each month if I receive Paperless Billing?
Yes, you can still donate to ABC Program Assistance. Whether you pay through our secured website, 24/7 phone system, or at one of our locations, you will have the opportunity to donate to ABC Program Assistance.


21.   Can I cancel Paperless Billing and choose to receive my paper bill again?
Yes, you can cancel Paperless Billing at any time. There are three options for changing your bill delivery: 1) When you receive your monthly e-mail notification, you can click on “Unsubscribe” and follow the steps; or 2) by logging in to your My Utility Account and changing your bill delivery preference; or 3) by calling 1-866-406-9659 or 480-644-2221 and speaking with a Customer Service representative.
 
22.   What if I have a question about my City Services Bill?
Contact the Customer Services Division at online.utility.requests@mesaaz.gov or by calling 1-866-406-9659 or 480-644-2221 during regular business hours and speaking with a Customer Service representative.
 
23.   What if I have questions or suggestions for the Paperless Billing service?
The e-Bill team continuously works on improving the Paperless Billing service and you may contact the e-Bill team by email at ebill@mesaaz.gov.

 

 
Representatives are available by phone 7:00 am until 6:00 pm Monday-Thursday (closed Friday)

480-644-2221
1-866-406-9659

Toll Free: Outside local calling areas only.
 
E-mail CustServ.Info@mesaaz.gov (please do not send sensitive information such as credit card or social security numbers)