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Utility Bill Changes - Frequently Asked Questions

How has the City utility billing system changed?
It is an upgrade – we have made several improvements:

When can I log in and register for my new online account?
You will be able to register starting May 3, 2021.

How do I find my new Account ID Number and Customer ID Number?
These new numbers will be on customers’ first new bill, near the top of the page. For customers that have an existing online account, you can log in to get these new numbers.

What is new about my utility bill?
The new bill has been structured for increased understanding. The amount due is in larger type, so it can be found easily by glancing at the bill. Also, graphs showing water usage over the past year were added, so customers can compare their total amounts from month to month.

Will these changes result in my utility bill going up?
No. Utility rates are set according to the costs of providing the services. These rates are recommended by the Tulsa Metropolitan Utility Authority, the Tulsa Authority for the Recovery of Energy, the Stormwater Drainage and Hazard Mitigation Advisory Board, and Emergency Medical Services Authority (optional). The Tulsa City Council decides whether to approve the recommended rates according to the City budget.

I have direct payment from my bank. Do I need to contact my bank with any changes?
Yes. Customers who use online bill pay with their bank will need to give their bank their new Account ID Number and Customer ID Number that is found on their May Bill. Payments for your April bill can still be made with your old account number.

I am on Autopay. Will there be any changes for me?
No. Autopay customers will not have to do anything for their payments to continue to be made as usual. If you would like to setup your account in the Autopay program, you can now get setup using your Utility Account Online.

I am signed up for paperless billing, will I need to do anything?
No. You will continue to receive notification emails when you are billed. The notifications will now include a PDF copy of your bill.

I signed up for Utility Account Online, will my online account still work?
Yes, but you need to re-register with your new Account ID Number and Customer ID Number. You can log into your old account to get your new Account ID Number and Customer ID Number on May 3.

How do I log into the new system online?
Starting May 3, you will need to register your account online with your new Account ID Number and Customer ID Number. 

What if any of the contact information on my new bill is incorrect?
Call Utilities Customer Service at (918) 596-9511 to speak with a customer service representative.

Are there any new utility services added to my bill?
No. The number of utility services will remain the same as in the old billing system. 

Will I receive my bill at the same time every month?
Yes. Your billing cycle and schedule has not changed.

Are the customer service payment locations staying the same?
Yes.

Will anything change with cutoff for nonpayment?
No. The same deadlines will be applied for payments before services are cut off.

After reviewing the new monthly water use graph, I think I may have a leak. What should I do?
Look for dripping faucets, showerheads and fixture connections. Also check for leaks in your irrigation systems and outside spigots. Tighten pipe connections and replace fixtures if necessary. To check for a toilet leak, put a few drops of food coloring in the tank and see if it appears in the toilet bowl before you have flushed.

If you would like help finding or fixing a water leak, call a plumber. If you suspect an error in your bill, call the Customer Care Center at (918) 596-9511.

How do I read my meter?
Simply read the numbers shown on the odometer (this records total water usage) from left to right to take your meter reading. Every turn of a black number measures 1,000 gallons. Every turn of a white number in the first black register measures 100 gallons. The second black register measures in 10 gallons. The “0” at the end is the place holder.