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Utility eBill FAQ

What is MyAccount?

MyAccount is how residents sign up for City of Regina online services. An email address and password is what constitutes a MyAccount, so essentially your email address is linked to your MyAccount. Information about using MyAccount, including help with login and passwords, can be found at MyAccount FAQs.

What online services are offered through MyAccount?

Currently, the only available service is Utility eBill, but in future, it will include other services.


What information does City of Regina Utility eBill provide?

For your convenience, City of Regina offers you access to your general utility billing information online. This easy to use service allows you to:

  • Sign up for Utility eBill and discontinue paper bills
  • View your utility account summary
  • View your current utility bill in PDF format and view detailed billing information
  • View 24 months of billing history, payment history and consumption history
  • Register multiple utility accounts to manage the bills for your home and/or business
  • Receive payment reminders by email 5 days prior to your due date

Is there a fee for using this service?

There is no fee for using Utility eBill.

Can I have more than one utility account set up under my name?

Yes, a customer can register multiple utility accounts under a single email address provided they are the primary account holder. Each utility account must be added individually. To add another account, on the Account Summary page or the Account Selection page, click the “Add New Account” button and enter the account information. You will need a copy of your most recent utility bill to add a new account.


How up to date is the Utility eBill information?

Information displays as of your last bill date. Payment information on the Account Summary page and the Payment History page is displayed once processed by the City of Regina.


When will my Utility eBill be ready each month?

The Utility eBill will be available at approximately the same time as the paper utility bills are issued. You will receive an email notification as soon as your Utility eBill is available and ready to view.

The email notification will provide your total amount due, due date and will contain a link to MyAccount where you can log in to view your Utility eBill and related information. If you do not receive your notification, contact Service Regina at 306-777-7000.

Can anyone look at my Utility eBill information?

A utility account can be linked to only one email address and it must be registered with personal billing information. Once it has been added, it can’t be accessed without your MyAccount log in information. This ensures only those who have your information can view your bills online.

For added security, a confirmation letter will be mailed to the address on file for the utility account.


How do I register for Utility eBill?

Be sure to have your most recent utility bill on hand.

  1. Go to MyAccount.
  2. After setting up your user name and password through MyAccount, you will receive a confirmation email to complete your registration.
  3. Click the email link to return to MyAccount and log in.
  4. To register your utility account, enter your 12-digit account number, name exactly as it appears on the last bill, and bill cycle.
  5. Specify your Utility eBill notification options and register your utility account.
  6. You will receive another confirmation email and a letter in the mail confirming your registration.

The next time you want to access your Utility eBill, all you need to do is log in with your email address and password.

Can I give Service Regina my information to set Utility eBill up for me?

No, you must register your own secure password and have a copy of your most recent utility bill. Simply follow the on-screen instructions.

What if I forgot my password?

Click the “Forgot password” link on the log in page and follow the on-screen instructions. Passwords require one uppercase, one lowercase, and one number.

I received a letter in the mail that says I’ve registered, but I have not.

If you believe someone has fraudulently registered your account, contact Service Regina at 306-777-7000.

 

I received an email that says I’ve registered, but I have not.

If you believe someone has fraudulently registered your account, contact Service Regina at 306-777-7000.

I have not yet received a confirmation email.

Check your Junk Mail folder/Spam filters to ensure the City of Regina emails are on your “Safe Senders” list and are not being blocked. If that is not the problem, contact Service Regina at 306-777-7000.

How do I indicate that I still wish to receive a paper utility bill?

Select “Send me an email when my Utility eBill is ready to view and continue to send a paper bill”. This option allows you to receive an email from us when your bill is ready to view but also still receive a paper bill in the mail. The email notification will provide your total amount due, due date and will contain a link to MyAccount where you can log in to view your Utility eBill and related information.

The other option is to select “Do not send me an email. Continue to send a paper utility bill”.  This option will eliminate the monthly email advising you that your bill is ready to view, however still allows you to log into the MyAccount site to view your account information. The option will still send you a paper utility bill.

How do I indicate that I no longer wish to receive a paper bill?

Select “Send me an email when my Utility eBill is ready to view. I no longer wish to receive a paper bill.”

By selecting this option, you will no longer receive a paper copy of your utility bill. You will be sent a monthly email when your Utility eBill is ready to view.

The email notification will provide your total amount due, due date and will contain a link to MyAccount where you can log in to view your Utility eBill and related information. If you do not receive your notification, contact Service Regina at 306-777-7000.

 

Can I use a printed utility bill from Utility eBill to make a payment at my bank?

No, bills printed from Utility eBill are not accepted at financial institutions. If you are no longer receiving paper utility bills, you can make your payment by Direct Debit, telephone banking, or at your financial institution’s online service.

Can I pay my utility bill online with City of Regina?

At this time, City of Regina does not offer online payment service.

Why can’t I see my utility bills?

You may need to install Adobe Reader to view your bill. You will need to wait until your first utility bill gets processed, before seeing the PDF of your utility bill.

How do I change my email address?

A utility account can only be registered to one email address, at any given time. If you are wanting to change your email address, the utility account must be removed off of the old MyAccount log-in first. It will not allow you to register a new email without removing the utility account.

There are two ways to remove a utility account from your MyAccount log-in:

  1. Log-in to your MyAccount with your email address and password. Once you have logged in, you can select the “Remove” button to deregister that utility account. Once this is completed, you will then be able to create a new MyAccount with your new email address.

  2. If you are unable to log into your MyAccount to remove the utility account, contact Service Regina at 306-777-7000 and request that your utility bill be removed from eBilling. Once this has been completed, you will then be able to register with a new email address.

 
What information will I need to change if I move?

If your email address is not changing, you will only need to update your utility account information by looking at your most recent bill and registering it for eBilling. To do this, sign into your MyAccount with your email address and password and simply click “Add New Account” on the Account Selection page. Enter in your new utility bill information (Account #, Name As It Appears On Bill, Cycle Code) and then you will be able to view the information.

The information for your former address will appear as an inactive account in your Utility eBill.  As the information ages, the amount of data will gradually decrease. No information will appear after 24 months of inactivity.


Since signing up for eBill only, I am forgetting to pay my bill on a monthly basis.  What can I do?

We now offer payment reminder emails, 5 days prior to your due date.

We also offer the option of using the Direct Debit program, which automatically withdraws your monthly Utility bill amount from your bank account. This allows payments to be made on time and can be a worry-free option for some residents.

If you are not interested in the Direct Debit program, you do have the option of changing your preference within the eBilling application. You can set your preferences to receive both a paper bill in the mail, and continue receiving your bills online.

Can I opt out of receiving payment reminder emails?

Customers who set their notification preferences to “Do not send me an email. Continue to send a paper utility bill” will not receive a monthly notification email or a payment reminder email but can still log in to MyAccount and view utility information at their convenience.

Currently, we do not allow customers to opt out of receiving reminder emails, other than the above notification preference. Upon registering for utility eBilling, customers consent to receive any ongoing communication from the City in relation to the service.