Using the Utility Billing Portal

1. If you don't know your password, you will need to request a temporary one. We must have your email in your utility account to request a password. Under Password Recovery, click the "Click Here" link.

2. Enter the email address associated with your utility account and your utility account number. Next click the "Request Password By Email" link.

You will receive an email from City of Louisville Customer Service at customerservice@louisvilleco.gov with a temporary password. Temporary passwords expire after several days. Check email spam and junk mail folders if needed.

*If you do not receive an email within an hour, we might not have your email address on file. To change or add an email address to your utility account, please email Customer Service at customerservice@Louisvilleco.gov or call (303) 335-4501. You cannot proceed without an email on file.

Log in with your temporary password. Then, click the green "Change Password" square. Your new password must be at least 12 characters long. A unique password is best for security. Special characters, numbers, and capital letters are not required.

1. From the Utility Customer Service Portal screen, click the login button.

2. Your User Name is your Account Number. Your Account Number is on your utility bill. For additional help you can email Customer Service at customerservice@Louisvilleco.gov or call (303) 335-4501.

1. Once logged in, click the green "Service Billing & Payments" square on the home screen.

2. You should see your account detail: street address and current full balance. Click the shopping cart icon (it may appear as a credit card icon) to add the utility account's bill to your cart.

3. This pop up will appear. Click Pay Now.

If you click on Carry On Shopping, you can access the cart again by clicking this icon in the top right of your screen:

4. Now you are able to adjust the payment amount in the white box under "Amount." Once adjusted or to pay the full balance, click "Pay Total Selected."

5. Click "Proceed to Payment Provider" to enter payment information.

6. You will be redirected to our online payment provider. Use the pulldown menu to enter bank routing/account information and the fields will change. Otherwise, proceed to enter credit/debit card information for payment. Click Continue.

Finally, you will be prompted to acknowledge the terms & conditions of the payment by clicking a checkbox on the next screen, then click FINISH.

The final screen gives you the option to PRINT if you want a copy of the transaction for your records.

To opt into automatic utility payments, select the "Set Up Recurring Payments" checkbox. This will start automatic withdrawals from the card or checking account information provided. We will pull the full balance on your due date every month. To stop or change recurring payment information, please see "Stop or Change Recurring Payments" on this page.

1. On the homepage, click on Click Here under "No Login?"

2. Enter the utility account Pay ID. This is NOT the same as the account number. The Pay ID can be found to the left of the account number on the bill remittance stub.

3. Click Retrieve Item to Pay.

4. Confirm the address and balance. While using the express pay option, you cannot change the payment amount. The amount shown is the current full balance due. Click Pay Balance.

5. Enter payment information and click Continue.

* To make partial payments online, you will need to be logged into the utility account. Tenants or other third parties will need the owner's permission to access their account login. Partial payments can be made by cash, check, or card in City Hall at 749 Main St. Our walk-in hours are 8:00am - 4:00pm, Monday - Thursday.

To set up recurring utility payments by checking account or credit/debit card, you will need to submit a payment first. Please see "Pay a Bill" on this page for directions on how to do so.

1. Once you reach the payment processing screen, enter your payment information.

2. Check the "Set Up Recurring Payments" checkbox and click Continue.

This will save the payment information for automatic withdrawals on your due date every month. To stop or change recurring payment information, please see "Stop or Change Recurring Payments" on this page.

To stop recurring payments:

1. On the home screen, click the green Billing Account Information square. 

2. Click the Recurring Payments tab.

3. Click Stop Recurring Payments.

To change recurring payment method:

You will need to make an additional payment, similar to when you set up recurring payments.

1. You will be redirected to our online payment provider. Use the pulldown menu (#1 indicated below) to enter bank routing/account information and the fields will change. Otherwise, proceed to enter credit/debit card information for payment. Click Continue.

2. Select "Set Up Recurring Payments" and click Continue.

This will "overwrite" the existing automatic payment information. Recurring payments will now be withdrawn from the card or checking account information provided. 

1. On the home screen, click the green Service Billing & Payments square.

2. Click the arrow on the left side of the service location.

3. Click the Billing Transactions tab.

4. To view more details of each bill or to print a copy, click on the arrow to the left.

5. To reprint a bill, click the Invoice Reprint tab. This will bring up a PDF view of the bill you can download or print.

1. On the home screen, click the green Billing Account Information square.

2. Click Update Billing Information. 

3. You can edit your mailing address, phone number, and email. You can also change your billing preferences between printed bills, e-bills, or both. When finished, click Save Information. 

Per our Municipal Code Sec. 13.12.100: "All accounts for water shall be kept in the name of the owner of the property and not in the name of any tenant; provided, that persons holding possession of property under a lease may be supplied on their own account where the city deems it best to keep the account in the name of the lessee. Such account in the name of the lessee shall not diminish the responsibility of the owner for such water charges." 

Property owners or their management representative(s) may add tenants as "third parties" to the existing utility account. This allows copies of water bills to be sent directly to the tenant.

To add a third-party tenant, the property owner or management will need to login.

1. On the home screen, click the green Billing Account Information square.

2. Click the Third Party Contacts tab.

3. Click Add New Third Party Contact Record.

4. Enter the tenant(s) information, including paper or e-bill preference. When finished, click Save Information.