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Utility eBill Help

1.     Account Registration

You may register one or more utility accounts to be viewed under your MyAccount profile. You must add each utility account individually.

What happens when I register for Utility eBill?

A confirmation email will be sent to the address provided, and a confirmation letter will be sent to the mailing address on file for the registered utility account. 

How do I know my utility account number?

Your account number is the 12-digit number in the top left corner of your utility bill.

My utility bill has multiple names. Which name do I use for Utility eBill?

Enter the first full name exactly as it appears on your most recent bill, including spaces and punctuation.

What is a bill cycle?

Your bill cycle determines the reading and billing schedule for your utility account. It is the three-digit number found on your bill in the top left.


2.    
Utility eBill Notification Options

Can I change my Utility eBill notification preferences?

Yes, you can change your notification preferences but it may not affect bills already processed for the current month. If you have multiple accounts registered, notification preferences will need to be set up for each account.

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 deregistered from eBilling.  Once this has been completed, you will then be able to register with a new email address.

How do I indicate 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.  If you do not receive your notification, contact Service Regina at 306-777-7000.

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 I no longer wish to receive a paper utility 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.

How do I indicate I no longer wish to receive monthly Utility bill and payment reminder emails?

Select “Do not send me an email. Continue to send a paper utility bill.” By selecting this option, you will continue to receive a paper copy of your utility bill and you can log in to MyAccount to view your Utility eBill at your convenience. You will not receive a monthly email or a payment reminder email.

What is a payment return envelope?

A payment return envelope is a pre-addressed envelope provided to you to return payments by cheque through regular postal mail.

If you have selected to continue receiving a paper utility bill in the mail, you will be asked if you require a payment return envelope. If you pay your bills online or at your financial institution, you can select not to.


3.    
Account Selection

You can manage the utility account(s) associated to your MyAccount profile. From this page, you can remove accounts you no longer wish to monitor electronically, add new accounts or manage existing ones.

            What is Total Due?

            This is the last billed amount, minus payments, received since the last utility bill.

            What does Remove do?

Select this option to remove the utility account from your MyAccount profile. If you remove a utility account, you will no longer receive an email notification and the account will no longer be accessible under your MyAccount profile. Instead, you will receive paper utility bills for that account. If you wish to disconnect or transfer your service, contact Service Regina at 306-777-7000.


4.    
Account Summary

You can review the current status of the utility account selected. All charges are due and payable on date of issue.

What is Last Bill Amount?

This is the total amount owing on your most recent utility bill.

Why don’t my most recent payments display?

Payments made through the mail, online banking, telephone banking or at your bank will not display on your Utility eBill account until they have been received at the City of Regina. Contact Service Regina at 306-777-7000 for any payment detail questions.

What is Budget Variance?

For customers on budget billing, this amount represents the difference between your actual charges and your budgeted charges since the start date of your current budget plan. It is normal for this variance, or difference, to have minor seasonal fluctuations from month to month, however if you are concerned that the variance is increasing too rapidly, contact Service Regina at 306-777-7000 to discuss your options.

Note: Making an extra payment will NOT decrease your variance; it will simply decrease or cancel the direct debit payment from your next bill.


5.    
Bill Detail

 

You can review the list of charges on the selected utility bill. For budget billing customers, these are actual charges, not the budgeted amount charged.


6.     Bill History

This displays 24 months of billing history, which includes your bill date and amount due.  PDF’s of your utility bill are available on a go-forward basis, after registering for Utility eBill.

Why can’t I view my utility bill?

You can only view the PDF’s of your bills that were generated after registering for Utility eBill. To view the utility bill, you must have Adobe Acrobat installed on your computer.

7. Water Consumption History

The Consumption History page displays up to 24 months of water usage as a comparative graph with its corresponding consumption history below. Customers can:

  • Hover or click over any bar graph line to display the total consumption data for its corresponding month and year.
  • 24 months of consumption data is shown by default, upon logging in. If you wish to limit the amount of consumption data that you see, you can omit specific years by clicking on the year(s) you wish to exclude.

  • To restore the data back to 24 months, simply delete the year(s).

This is a summary of your water consumption within the last 24 months for all of your meters.

What is Read Date (Days)?

This is the date the water meter reading was obtained and the number of days since the last read.

What is Service – Meter?

This is the numbered service from your utility bill and the meter number located on the top of your water meter. See image:

What is Reading (Type)? 

This is the meter reading used to calculate the water consumption, along with an indication of whether an actual or estimated reading was used. Estimated readings are used when an actual read could not be obtained.

How do you determine the water consumption?

Consumption is the volume of water used since the last meter reading. The consumption is calculated as the difference between the present reading and the prior month’s reading.

How is my meter read?

water-meter-transmitterAll water meters are installed with a radio transmitter. This technology allows the City of Regina to read your water meter without entering your home. The meters are also more accurate and allow you to be billed on actual, not estimated, water consumption.

The radio transmitter does not interfere with other radio transmissions such as garage door openers, pace makers, baby monitors, cell phones, cordless phones, or any other communication devices. The transmitter works in this fashion:

-          The radio transmitter attached to the meter is in the "sleep" mode most of the time, waiting for a meter reader to approach.

-          Meter readers drive a vehicle equipped with a data collector unit which sends out a "wake up" signal. When the transmitter receives the signal, it wakes up, determines what the water meter reading is, and sends this reading along with its identification number back to the data collector unit.

-          Once the meter reading has been successfully transmitted, the transmitter goes back to its "sleep" mode.

The information is downloaded by the City of Regina at the end of the day and used to calculate your next utility bill.

 

8.     Payment History

Why is the Payment Date different then the date I made a payment?

This is the date payment was received by the City of Regina and applied to the utility account. Payments made through the mail, online banking, telephone banking or at your financial institution take five to seven business days to be reflected on your Utility eBill account. Contact Service Regina at 306-777-7000 for any payment detail questions.

What are the different Payment Types?

This represents the method of payment received by the City of Regina. Some examples of payment types are:

-          Bank Draft - includes direct debit and budget billing payments

o   If you would like to apply for Direct Debit or Budget Billing payment plans, read Payment Plan Information and download the application form.

-          Banked by Authorized Agents - includes payments made through the mail, online banking, telephone banking or at your financial institution

-          Cash

-          Certified Cheque

-          Cheque

-          Debit Card

-          Gift Certificate

-          Money Order

-          US Cash

-          US Cheque