My Utilities Account Help

Are you concerned about the security of your personal information? Do you have questions about your online My Utilities Account? See below for answers to Frequently Asked Questions.  You can also download the My Utilities Account User Guide for more information.

General Questions
Security of Information / Privacy-Related Questions
My Utilities Account: Linking Accounts
Online Bill Payment
Other FAQs
E-Billing Questions
Rules and Regulations
How to Contact Us / Our Hours

GENERAL QUESTIONS

How can I change the view on My Utilities Account?
After logging in, you will be on the Balance History page.  The default page is known as the Landing Page. To change the Landing Page click the My Account Icon (it looks like gears at the top right of the screen). In the View Settings section, choose your preferred landing page from the drop-down list, then click Update in the top right corner of the View Settings section.

SECURITY OF INFORMATION / PRIVACY-RELATED QUESTIONS

How do I know my information is secure?
We take your privacy and the security of all of your online information very seriously. We ensure your privacy by encrypting your password and related information sent between your browser and our server using Digicert's 128 bit cryptography. If this information is ever intercepted, it cannot be read.

How do I know when I am in a secure area of the City of Santa Clara's website?
Whenever you are logged in to your My Utilities Account, you are in a secure area. A way to tell is by looking at the website address in your browser window. Secure pages begin with https://. The ‘s’ stands for secure (Non-secure pages begin with http://). When you logout, your browser will automatically revert to standard mode.

What personally identifiable information is kept about me by the City of Santa Clara website?
We collect your first and last name, Account Number, Social Security Number, email address, User Name, and password. If you sign up for Automatic Credit Card or Direct Deposit payments we will also have your credit card or bank account number.

In order to sign up for an online My Utilities Account, I have to give my Social Security Number. What about my rights under the Privacy Act?
The Privacy Act* states that you cannot be denied a government benefit or service if you refuse to disclose your SSN. Unless the disclosure is required by federal law, or the disclosure is to an agency which has been using SSNs prior to January 1975, which is the date that the Privacy Act went into effect.

Silicon Valley Power is a City of Santa Clara entity. The City of Santa Clara's Municipal Services has been collecting customers' SSNs prior to January 1975. You will not be denied electric service if you choose not to give your SSN (though you may be required to make a deposit on your utility account). However, you will not be able to sign up for an online My Utilities Account or pay your bill online without your Social Security Number.

*Read more about the security of your Social Security Number from Privacyrights.org.

To whom is my email address given out?
The City of Santa Clara does not share email addresses with anyone or disclose any user information to any third parties except when provided confidentially to a City-approved contractor in the service of City-sponsored activities or by court order.  Also, we neither sell nor provide your personal information for any direct mail, email marketing or surveying activities unless it is used for infrequent City-sponsored activities designed to help us improve service to you or inform you of City services or activities.

Where is a copy of the City of Santa Clara's Privacy Policy?
You can read the full Privacy Policy.

If there is a change to the City of Santa Clara's Privacy Policy, how will I know?
The latest version of the City of Santa Clara’s Privacy Policy is available online. The bottom of the page shows the date the policy was last updated.

MY UTILITIES ACCOUNT: LINKING ACCOUNTS

Can I Link accounts?
Yes.

• Click on the Linked Accounts icon (it looks like two people at the top right of the screen) to open the Linked Accounts page. 
• From within the Add Accounts section, if all accounts are in your name, select ‘Automatically find and link all of your other accounts and/or locations.’  Or, if you would like to add one account at a time, select ‘Link a specific account number’ and enter the last four digits of your Social Security or Tax Identification number. 
• Click the Link button to link your selected accounts.

A pop up window will appear.  Click OK to complete the account linking process.

How can I unlink accounts?
Click on the Linked Accounts icon (it looks like two people at the top right of the screen) to open the Linked Accounts page. 

In the Linked Accounts section, you may either unlink all accounts or unlink selected accounts.  To unlink all accounts, click on the Unlink All Accounts button.  Or, to unlink selected accounts, select the account(s) that you would like to unlink and then click the Unlink Selected Accounts button.

How can I switch between accounts?
Click on the Linked Accounts icon (it looks like two people at the top right of the screen) to open the Linked Accounts page.

In the Linked Accounts section, select the account that you would like to switch to. Click the Switch Account button to complete the process.

ONLINE BILL PAYMENT

Can I pay my utilities bill?
Yes, you can pay your bill online with a credit card at any time with no additional fees.

How do I pay my utilities bill?
Once you have signed up for a My Utilities Account, click on the Pay My Bill link located in the right corner of the top navigation bar.

What are online bill payments support hours of operation? What if I have a question and I need to talk to someone?
You can call Customer Service at 408-615-2300 during regular business hours (Monday - Friday, 8:00 a.m. to 4:55 p.m.).

What if I change my email address?
Log in to My Utilities Account, click on the My Account Icon (it looks like gears at the top right of the screen). To change your email address, click Update. Enter your new email address and click the Save button.

What will my email address be used for?
We will only use your email address if we need to contact you about your online My Utilities Account.

The balance due on my bill doesn't seem to be right. What should I do?
If you have a question regarding your bill, go to Service Order in the top menu bar. Click the Create Order button, toward the bottom of the screen, and select Billing Inquiries from the list.  Choose a response date and describe your issue in the comments section. Complete your request by clicking on the Submit button.

Can I use online bill payment to pay multiple utilities accounts?
Yes, as long as your accounts are linked, you may make a payment on multiple accounts.  Once your accounts are linked, you may make a payment on multiple accounts as follows:

• Click on the Pay My Bill link located in the right corner of the top navigation bar.
• Click on Linked Accounts Payments to select the accounts that you would like to make a payment on.
• From within the Linked Accounts section, select the accounts that you would like to pay.

From within the Payment Information section, enter your payment details and click the Submit button to complete your payment.

How does the City of Santa Clara keep my credit card information secure and private?
We have partnered with Digicert, so that our website uses 128-bit SSL (Secure Sockets Layer) encryption which is the strongest and safest encryption available. Messages can only be decoded with a single special key and if information is ever intercepted, it cannot be read.

When will my payment be posted to my account?
Payments made before midnight (day 1) will be processed the next business day (day 2) and will appear on your account by close of business the following day (day 3). For example if a payment is made on the weekend before 11:50 PM Sunday night, the payment will be processed on Monday and posted to your account on Tuesday.

How can I confirm a payment has been made?
If you have selected the notification option from the My Account page, you will receive an e-mail notification of your payment. You can also check your balance history, and the payment will be displayed. Or, you may contact Customer Service, during normal business hours (Monday Friday; 8:00a.m. to 4:55 p.m.) at 408-615-2300 to confirm your payment.

What if my payment is late? Will I be charged a late fee?
If a payment is made past the due date, a late fee will be applied to your account.

Who do I contact if a payment hasn't been posted?
Please contact Customer Service at 408-615-2300 for any payment-related questions or needs.

What if I need help during a Pay My Bill session?
If you have a question while you are paying your bill online and it is during our normal business hours (Monday through Friday; 8:00 a.m. to 4:55 p.m.), you can contact Customer Service at 408-615-2300. You might also check this FAQ page to see if the question you have is listed.

Is it free to pay my bill online?
Yes. The City of Santa Clara does not charge any fees for paying your bill online.

What happens if I don't have enough credit available on my credit card to pay my bill online?
If you have entered a credit card number that does not have sufficient credit to pay the balance due, you will receive an error message stating that the credit card payment cannot be accepted.

How can I print my bill?
You can view or print a PDF version of your current or previous bills by going to Billing, located in the top menu bar.  Choose View Bill from the drop down menu and select the bill date you would like to print. This PDF file can also be saved to your computer.

If I'm already signed up for automated payments, can I use online bill payment?
Yes.  If you are already signed up for automated credit card or checking account payments, you can still make a payment through your online My Utilities Account. If the payment through your My Utilities Account is made at least two business days prior to the due date, our system will recognize that a payment has been made and there will not be a withdrawal from your bank account. If payment is made after the due date, there may be a double payment, which would result in a credit on your utility account.

Why does the speed of the Online Bill Payment webpage vary?
The speed of a site on the Internet is affected by numerous factors including modem speed, noise on the phone line, your ISP (Internet Service Provider) connection, the amount of traffic on your ISP, the amount of traffic on the Internet, the amount of traffic on our site, etc.

If my service has been disconnected, can I still pay my bill online?
Yes.

What other bill payment options are there?
Besides paying your utilities bill online, you can pay by:

• Automatic Credit Card payment
• Automatic Direct payment from your checking or savings account: To set up an automated payment plan, from within the top menu bar, go to the Billing menu.  Select Automated Payments.  Enter your credit card or bank account information. This will setup an automatic recurring monthly payment, which will pay your utility bill on the due date each month.
• Home banking.
• Online banking through your personal financial institution or bank.
• Automated phone payments - Pay with your credit card (VISA, MasterCard, American Express, or Discover) over the phone anytime day or night, 408-615-2300.
• Mail - Check or money order made payable to the City of Santa Clara. Mail your payments to:
  City of Santa Clara Municipal Utilities
  P.O. BOX 49067
  San Jose, CA 95161-9067
• In person - Cash, check, money order, credit or debit card in person at City Hall, Monday - Friday (except holidays), 8:00 a.m. to 4:55 p.m.: 1500 Warburton Avenue; Santa Clara, CA (Municipal Service counter on the upper level of City Hall's west wing).
• Drop Box - There is a drive-up drop box at City Hall in the small parking lot on the corner of Warburton and Lincoln avenues at the Warburton driveway. Envelopes are picked up once a day at 8:00 a.m. Please do not leave cash in the drop box.

OTHER FAQS

If you have any other questions about Silicon Valley Power in general, please read any of the following FAQs:

General Power FAQ
Renewable Energy FAQ
Santa Clara Green Power FAQ
Solar Power FAQ

E-BILLING QUESTIONS

How do I enroll in e-Billing?
Log into My Utilities Account. From within the top menu bar, go to the Billing menu.  Select E-Billing.  Click on either Paperless Billing or Paperless and Paper Billing, depending upon your E-Billing preference.  Click the Submit button to complete your enrollment. 

How much will e-Billing cost me?
This is a free program offered to all of our customers.

Will my financial privacy be protected?
To ensure your privacy and security, we use Digicert’s 128-bit cryptography, one of the strongest types of encryption used on the Web.

What are the advantages of e-Billing?
You can have a positive impact on the environment and save time and money.

How do I stop participation in the e-Billing program?
Log into My Utilities Account. From within the top menu bar, go to the Billing menu.  Select E-Billing.  Click on Paperless Billing, Paper Billing, or Paperless and Paper Billing, depending upon your E-Billing preference.  Click the Submit button to confirm your selection.

Will I still get a paper bill mailed to me each month?
Yes, if you select that option.

Will my due date change on my bill?
No, your due date will not change. Your billing cycle will remain the same.

Who can I contact if I have questions about e-Billing?
If you have questions regarding e-Billing, you can create an online service request or call Customer Service at 408-615-2300.

RULES AND REGULATIONS

Rules, Rates and Fees
This information can be found under the Rules, Rates and Fees link on the left navigation.

HOW TO CONTACT US / OUR HOURS

Utility Billing Department Contact Information
The Utility Billing Department is open 8:00 a.m. to 4:55 p.m. Monday through Friday. Our telephone number is 408-615-2300. Our address is:

1500 Warburton Avenue
Santa Clara, CA 95050

Water and Sewer Utilities Contact Information
Water and Sewer Utilities are open 8:00 a.m. to 4:55 p.m. Monday through Friday. Their telephone number is 408-615-2000.

We're always looking to improve your experience at the City of Santa Clara. Please Contact Us with your comments.