"My Account" Frequently Asked Questions

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"My Account" Frequently Asked Questions

What is "My Account"?
"My Account" is the section of our website that allows you to look at information about your utility account. Go to "My Account" to register for this service.

What information can I find on "My Account"?
Once you are registered on "My Account", you will be able to look at your account balance, your gas and/or water consumption, your bills, and change your mailing address. Your bills will not be available to view until one day after registering.

Do I need to be on “My Account” to pay my utility bill?
No. You can pay your bill by going to the “I Want To…” section of the City of Charlottesville’s site. It is listed on the top bar, choose Pay and you will be able to get to the Utility payment site. You can also pay on the “My Account” site if you would like.

What browsers can I use to view the site?
You can use Internet Explorer and Mac Safari. You can also use Mozilla Firefox and Google Chrome but parts of the site may not work with these browsers.

Google Chrome issues: The autosave for user ID and password aren't saving properly allowing you to access our site and the tabs on the first page of the site will not work correctly but all the rest of the site is available to use.

Mozilla Firefox issues: The tabs on the first page of the site will not work correctly but this can be overcome by going to any other page on the “My Account” site and returning to the first page, the tabs will now work.

What do I have to do to view my utility bills online?
Your bills may not be available to view until one day after registering. Create an online account by registering yourself on our website. You will be asked to create a username and password that will allow you access to your utility bills.

Is the username case sensitive?
No, you may register in any case and sign on in any case.

What are the password rules?
Your password must be different than your last 5 passwords and must be at least 8 characters long and can be up to 40 characters long. The password must contain at least one numeric character between 0 and 9, must contain at least one alphabetic character in upper case (A-Z), must contain at least one alphabetic character in lower case (a-z) and at least one special character which includes ( ) ! \ $ % : ’ “ ; = & # } ] { [ } {.

You can use numbers, letters or symbols, but the first character cannot be a symbol. You cannot use spaces in your password. The first three characters cannot be the same (i.e. 111) and the first three characters cannot be the same as the first three characters as the user id. When you change your password, you cannot use any of the last 5 passwords previously used. You can only change your password once within a 24 hour period. You must wait to receive your incoming email authorizing your change before logging back in to our site.

Why can’t I view the website?
This site is designed for optimum viewing on 800x600 screen resolution using Microsoft Internet Explorer, version 4 or higher. While the site can be viewed using version 4, version 5.5 or higher is required to use our online applications such as viewing your utility bills. You can also use MAC Safari to view the site. See section "What browsers can I use to view the site"

Why can’t I see my bills when I go to the "View Bills" section?
Your bills will not be available to view until one day after registering. You must have Adobe Acrobat to view the bills. You can download it here at no cost. If you can't see your bills, check back the next day. Up to 24 months of bills should be there for you to see. You must allow pop-ups from the “My Account” site to be able to see your bill document.

Why am I having problems viewing the site because words are cut off?
Try changing your screen resolution to 1024 x 768 or higher. If your screen resolution is set to 800 x 600 you might experience words being cut off on the screen. Also, you should maximize your browser window to its fullest possible size. This will allow you to see the entire screen instead of just portions of it.

What does Migration Document mean when I see it on the site?
Migration Documents represent the information that we brought over from our previous computer system, which was in place prior to July, 2005.

What should I do if I have forgotten my User ID?
Call the Utility Billing Office at 434 970-3211 during business hours (Monday thru Friday, 8:00 a.m. to 5:00 p.m.) and we can help you with this.

What should I do if I have forgotten my password?
On the login page, click on "Forgot your password?" link and complete the form. You will need to enter your User ID, your Utility Account number and the e-mail address that you have registered in the system. A new password will be sent to the e-mail address you used to setup the web account within 15 minutes. Sometimes it's easier to copy and paste your new password from the email, excluding the period at the then end of the sentence. Now copy your new password to the login screen. You can only change your password once within a 24 hour period. You must wait to receive your incoming email authorizing your change before logging back in to our site.

Why is my zip code wrong on the website? 

Our system required a zip code for each service address we have. These zip codes were defaulted to 22901. The zip code you see in the "Select Service Address" section of the site does not affect the mailing of your bill. If you check on the "Change Mailing Address" section and it is incorrect there, you can fill out the form and it will get corrected. Email us with any concerns you have with your zip code, we will be happy to help.

Why am I seeing consumption history for time frames when I did not have this service in my name?
Consumption history shows for the address and not the current customer. This way you can compare your consumption to previous users at your address.