Are the challenge questions case sensitive?

Yes.
Last Updated Monday, 29 November 1999

How can I pay ABCWUA bills electronically?

You can pay your bills by using one of our three payment services:  One-Time Online Payment, One-Time Phone Payment (842-WATR) or by enrolling your account into our online payment and account management service.  Each service provides the same methods to make your payment, while enrollment provides enhanced services to manage your accounts, store information and schedule payments.

Your payment will be drawn from your bank account or credit card on the date you specify. Depending on what service you use, you can specify payment dates or you can schedule it to be paid automatically each month. You can cancel the service at any time.

Last Updated Wednesday, 29 October 2008

How do I delete or modify an online payment method (i.e. credit card bank account)?

To modify a credit card expiration date and/or information pertaining to a payment account:

Once you are logged in, you can do the following steps to modify a payment account.

• On the left hand side, click on Manage Profile
• Click on Payment Accounts
• Click Modify on the payment account you wish to update
• Update the correct month and year under the Expiration Date field and click Continue
• Verify the information and Click Confirm to complete the process

To delete a credit card/payment account:

Once you are logged in, you can do the following steps to modify a payment account.

• On the left hand side, click on Manage Profile
• Click on Payment Accounts
• Click Delete on the payment account you wish to remove
• Update the correct month and year under the Expiration Date field and click Continue
• Verify the account is the account you wish to delete and Click Confirm to complete the process

NOTE: If the funding account you are deleting is associated with automatic scheduled payments, you will need to update your automatic payment schedule with a valid funding account otherwise the payments will continue to draft from this funding account.

Last Updated Monday, 29 November 1999

How do I update my email address?

• Log into the ABCWUA payment site at https://payments.bankofamerica.com/epaybill/StartAction.do?cityofalbuquerqu
• Once you are logged in, you can do the following steps to update your email address.
• On the left hand side, click on Manage Profile.
• Click on Change Personal Information.
• Under the Customer Information section, enter the your new email address in both the New Email Address and Re-enter Email Address fields.
• Click Continue to complete the process.

Last Updated Wednesday, 05 January 2011

How do online payments work?

Here's what happens when you pay your bill online or via the phone:

• You will be directed to Bank of America’s payment service either using a touch-tone phone or your browser.  These secured services will allow you to enter your bank account or credit card details and make the payment.
• You will be prompted to enter your account number and 5 digit zip code, or login information if you are enrolled in our online payment and account management service, and then you will follow the steps to make your payment.
• For your security, the ABCWUA does not keep bank account or credit card information, so each time that you pay a bill using your phone or the one-time payment service you'll need to enter the number again.  If you have enrolled in our online payment and account management service, you can store this information for future use.  It is stored at Bank of America’s secured website.
• Once you've paid the bill, you can log out of the service, or end the phone call.  It is recommended you keep a record of the transaction and all confirmation numbers.

The ABCWUA will reconcile your payment so the credit will appear against the bill.  Please note that it may take up to 3 business days for the transaction to post to your account.

Last Updated Wednesday, 29 October 2008

How many accounts can I have associated with my enrollment?

You can have up to 6 accounts on any one enrollment.
Last Updated Thursday, 30 October 2008

How secure are online payments?

These online payments are completely safe and secure. Online payments are made directly with Bank of America on their secure website using a secure connection.   This minimizes any possibility of your personal information being intercepted by unauthorized persons. Of course, you should still exercise the same amount of caution when giving payment information online that you would when making payments over the phone.  The ABCWUA keeps the transaction confirmation number after a successful payment takes place and does not hold any other personal or credit card information about your transaction.

Last Updated Thursday, 02 October 2008

How to I cancel my online account?

• Log into the ABCWUA payment site at https://payments.bankofamerica.com/epaybill/StartAction.do?cityofalbuquerqu
• Once you are logged in, you can do the following steps to update your email address.
• On the left hand side, click on Manage Profile.
• Click on Change Personal Information.
• Under the Customer Information section, click Cancel Enrollment
• On the Cancel Enrollment Screen, click Continue.
• To complete the process, click Continue on the Cancel Enrollment Screen.

Last Updated Wednesday, 05 January 2011

I clicked my Back button on my browser and got an error?

You will see an error message on the Bank of America site if you attempt to click your Back button while attempting a transaction.  This is a security feature and is there to make sure that no-one can pretend to be you and use your session.  It is recommended that you use the button provided by the Bank of America site when navigating the online payment process.

Last Updated Thursday, 02 October 2008

I like the convenience of the automatic bank draft payment plan. How are scheduled online payments different?

When you are set up on our automatic bank draft payment plan, you still receive a paper bill that shows the amount that is automatically deducted from your checking or savings account. With online billing, you will continue to receive a paper bill, but you control the payment amount and the date when it is deducted from your bank account.

Last Updated Thursday, 02 October 2008

I'm getting a 'Session Timeout' message - what does it mean?

You will see this message on the Bank of America site if you've not refreshed the web page for a while. This is a security feature and is there to make sure that no-one can pretend to be you and use your session. If you see the session time out message, you should hit the back button on the browser until the message disappears.

Last Updated Thursday, 02 October 2008

Is there a fee for paying my ABCWUA bill electronically?

No. 

Last Updated Friday, 24 October 2008

Is there a particular web browser that I should use that works best with your online bill pay application?

Yes. Our online bill pay application, is currently incompatible with Apple’s Safari and Google’s Chrome web browsers. We recommend that you download and use either Mozilla’s Firefox or Microsoft's Internet Explorer for our online bill pay application. The latest versions of both web browsers are available for download (using the links below) and are compatible with both PC and Mac platforms.

Firefox:  http://www.mozilla.com/en-US/firefox/ie.html

Internet Explorer: http://www.microsoft.com/windows/Internet-explorer/default.aspx

Last Updated Wednesday, 29 April 2009

What are the passwords guidelines for enrollment?

The enrollment system requires passwords (8 to 32 characters in length) that contain both alpha and numeric characters (a,b,c... and 1,2,3...). As an added security feature, if you are only using either one alpha or one numeric character in your password, then it cannot occupy the first or last position in the password.

Note: If the user does enter a non alpha or numeric character (i.e., !, @, #, $, %, ^, &, etc…), or creates a password in which the sole alpha or numeric character occupies the first or last position in the password, then they will receive an error message.

Valid examples would include: 13xxxxxxxx, xxxx13xxxx, xxxxxxxx13.

The following examples WOULD NOT be valid: x13xxxxxxx, 1xxxxxxxx3, xxxx1xxxx3.

Last Updated Tuesday, 27 January 2009

What are the steps to setup my on-line, enrolled account for automatic payments?

Single Billing Account (account number corresponding to the property address)/Single Payment Account (i.e. checking, credit card)

Once you are logged in, you can do the following steps to add auto pay:

• On the left hand side, click on Manage Profile
• Click on Billing Accounts, and then under automatic payment, click Add
• Under Select Funding, choose the payment account you would like to use
• Click Continue to go to the Add Automatic Payment Confirmation screen
• Verify the information and Click Confirm to complete the process

Multiple Billing/Payment Accounts

Once you are logged in, you can follow the steps below to add auto pay for each billing account:

• On the left hand side, click on Manage Profile
• Click on Billing Accounts
• Choose the desired billing account, and then under automatic payment, click Add
• Under Select Funding, choose the payment account you would like to use
• Click Continue to go to the Add Automatic Payment Confirmation screen
• Verify the information and Click Confirm to complete the process
• Repeat above steps to add auto pay for next billing account
  

Last Updated Wednesday, 31 December 2008

What do I need to do if I want to change from the automatic bank draft payment plan to online payments?

Email our Customer Service Department or call us at (505) 842-WATR (9287) or 1-866-636-9287 for instructions on canceling your bank draft authorization and enrolling for online billing services.

Last Updated Monday, 20 October 2008

What does the time on my payment confirmation not match the current time?

The payment application records all transactions based on Eastern Standard Time.  Therefore, all payments made are “stamped” with that time.  As an example, if you make a payment at 8:14pm, Mountain Standard Time, the timestamp on your transaction will be 10:14pm Eastern Standard Time.
Last Updated Monday, 29 November 1999

What information do I need to sign up for the online payment and account management service?

To enroll, you will need to have your Account number and 5 digit zip code as described above.  In addition, you will have to agree to the Terms and Condition.  If you wish to setup bank accounts or credit cards in wish to take payments, you will need that information as well.  During the enrollment process you will enter your own unique logon name and personal password. Memorize or write down your logon name and password and keep it in a safe place, you will need them every time you want to access your account and manage your bills.

Last Updated Wednesday, 29 October 2008

Where can I find my Account Number and 5 digit zip code so that I can make payments and/or enroll in the online payment and account management service?

To use any of the services provided by ABCWUA through Bank of America, and to enroll in our online payment and account management service, you will need your account number and bill mailing 5 digit zip code.  These two items can be found on your payment stub as shown below:

 

 

 

 

 

 

 

Last Updated Wednesday, 29 October 2008

Who do I call if I have any other questions or complaints?

If you have a specific question about:

•  Our online web self-service and e-bills
• Our electronic payment services
• An electronic transaction you made
• Cancelling or stopping an electronic payment
• Your ABCWUA water service or account in general

Contact Customer Service at (505) 842-WATR (9287) or 1-866-636-9287, Monday – Friday, 8:00 AM – 5:00 PM, Mountain Standard Time.

Last Updated Wednesday, 01 April 2009

Who do I contact if I forget my logon name or password for the online payment and account management service?

Our online payment and account management system will email you your password should you forget it!  However, if you experience any problems with the login process, please call Customer Service at (505) 842-WATR(9287) or 1-866-636-9287, Monday – Friday, 8:00 AM – 5:00 PM, Mountain Standard Time.

Last Updated Thursday, 05 March 2009

Why should I pay my bill online or use the phone?

There are 4 good reasons why you should pay online or use the phone:

• It's simple - there are only a few steps to take
• It's safe - we don't hold your personal information and the transmission of bank account and credit card information takes place directly with Bank of America over a secure connection. 
• It's fast - the average time to pay the bill is about 5 minutes
• It's at your convenience - Online and phone payments can be made at any time of the day or night - 24 x 7
• Saves Money! - No stamps, no driving to City Hall, no parking
  

Last Updated Monday, 29 November 1999

Will I continue to receive a paper bill from ABCWUA if I enroll in our online payment and account management system?

Yes.  However, by registerin in our web self-service system, you can sign up for E-Bills! Click here for more information.

Last Updated Wednesday, 01 April 2009