Utility Billing FAQ

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Do I have to re-register for e-bills?
Yes. Your current registration will become inactive. If you want to continue to view your statements online, please register on the new site by May 1, 2018. If you do not re-register by that date you will start receiving paper statements.

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 utilities@gilbertaz.gov and we’ll provide it for you. We just need your address.

It isn’t recognizing my account number. What’s wrong?
Some accounts are in the process of transitioning to the new system. Your account will be there soon! If you have a question or need the link to the old system to view your account, please call or email us.

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?
To view or save your previous statements, you can access the old system here thru May 31, 2018. If you need access after that, contact us and we would be happy to help!