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FAQ for Our New Payment System

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Do I have to re-register for e-bills?
Yes. Your current registration became inactive July 31, 2018 if you have not registered on our new system and you will start getting paper bills. If you want to continue to view your statements online, please register on the new site immediately.

Will my autopay change?
No. Your autopay will stay the same. If you want to make any changes, please call us to end your current Autopay schedules so that you can then re-sign up and control your Autopay schedule yourself through the new system.

Why are these changes occurring?
Gilbert has moved to a new online payment system to combine the services into one login for customers and expand the services offered. You can now control autopay yourself, view your statement and make payments with eCheck in one place.

Is my user name and password the same?
No. You will need to register on the new billing system. Once you register, add your account number to access your account information and select your options. There are several new features to take advantage of.

What is my account number?
You can find your account number on your utility bill. If you don’t have a copy handy, call us at 480-503-6800 or email us at and we’ll provide it for you. We just need your address.

It isn’t recognizing my account number. What’s wrong?
If you have registered, but the system cannot find your account number, please call us so we can assist you.

Can I schedule a payment?
Yes, you can schedule a payment to process on a future date on the voice automated system or through the new online payment system.

What payment methods do you accept?
We now accept Visa, MasterCard, American Express, Discover and eCheck.

Why do you ask for my phone number when I make a payment?
This provides us with a contact number if there is a need to contact you regarding your payment.

Why don’t the payments post immediately?
Our goal with this new system is to provide residents with an enhanced customer experience through adding mobile payments, auto-pay capabilities, eCheck, one online customer interface instead of multiple, a paperless billing option and more. As long as payments are made on or before the due date, residents won’t have any issues with late fees or utility services.

How do I view my old statements?
If you have paperless billing and need access to prior statements, contact us and we would be happy to help!