The Cobb County Water System has partnered with Paymentus to offer an enhanced website for online account access and payments, which includes the following additional features that customers may elect to receive:

1. eBill - Email notification when bill has been issued. The notification will now include the total amount due and the due date in the notification.
2. AutoPay - Setup and manage automatic payments on bill due date using credit card, debit card, or eCheck (bank draft).
3. Pay By text - Receive text message when a bill has been issued and pay the bill by text.
4. Secure PDF eBill - Email notification when a bill has been issued that includes a PDF of the bill that allows customer to pay bill via a link in the PDF. (Note: This is different from ebill.)
5. Payment Reminder - Email reminder a couple of days before the due date, on the due day, or a couple of days after the due date. (Note: Customers must sign up to receive a payment reminder. It is not sent if customer does not select the option to receive a payment reminder.)
6. Wallet - Save payment methods (credit card, debit card, or eCheck/bank draft).

Paymentus is a national company which partners with utilities to provide convenient electronic interactions with customers. This includes ebilling, pay-by-phone, automated telephone and email messaging, and various options for web payments.

Cobb Water will continue to draft the account while customers update to autopay. Customers will need to set up an account in the customer portal; see FAQ how to set up an account and after the account is setup then set up autopay. Cobb Water will be automatically notified through a report and will then cancel the bank draft.

Payments made on the website are applied to your water account immediately, a confirmation will generate, but the amount shown on the website will not update until the following day.

You will have a unique log-in and password to keep your information secure. In addition, the account number of your payment method displayed online is redacted. That means all but the last four digits are replaced with asterisks “*”.

With the new system, the bills do not have a message reminding customers not to pay because it is automatically deducted.  Autopay customers receive an email 2-4 days before the payment is being charged.  Also, you can always log into your customer portal account and on the accounts page the autopay button will be green indicating the autopay is active.

The email is a friendly reminder that just lets you know your payment method in the system will be charged in 2-4 days.  You do not need to do anything with the email unless you want to stop the payment.  To stop the payment you click the link in the email.  If you do not want to stop the payment you do not have to do anything it is just a reminder.

To create an account in Customer Portal, you will need to enter the email you wish to associate with the account and password for the website.

Step-By-Step Guide:

1. Visit the Customer Portal Page
2. Click on the "Register Now" link.
3. Fill in all the required information on the screen and click the "Enroll" button.
4. You will be taken to a confirmation screen. Click on the "Login to Customer Portal" button.
5. You can either Add an Account or click "Log out" from the menu on the left-side.

In order to use the Customer Portal's features, you will need to add your Water System account to your Customer Portal account. You can link multiple Water System accounts to a given Customer Portal account. Simply repeat the process in this document for each account you wish to add.

Step-By-Step Guide:

1. Log in to Customer Portal
   1. If you have not registered for a Customer Portal account, click “Register Now” to create an account.
2. Depending on if you have an existing account added, your Customer Portal page will be different once logged in:
   1. If this is your first account, you will automatically be taken to the Add Account screen. You can view the terms and conditions from this page.
   2. If this is an additional account, you will need to click on the "Add Account" button at the bottom of the screen.
3. Fill in the required information and click the "Add Account" button.
   1. Note: When an account is added, it is defaulted to a paper bill, so please change “Paperless” to Yes, if you want to receive an eBill rather than a paper bill.
4. You will see an Account Created page. Click "Back to Accounts" to proceed.
5. You will be taken back to the accounts screen where you can see your newly added account.
6. You can either click the "Add Account" button at the bottom to add another account or click "Log out" to end the Session.

On the Accounts page look for “Paperless”. If it is set to “No”, you are receiving a paper bill. Change it to “Yes” to switch to eBilling.

Wallet entries are used to determine what payment is used to pay your bills. At least 1 Wallet entry is required to make a payment in Customer Portal or setup Scheduled Payments (AutoPay).

Step-By-Step Guide:

1. Log in to Customer Portal.
2. Once logged in, click on My Wallet in left menu.
3. Click on "Add Payment Method" button.
4. Select the Payment Method for the payment type.
5. Enter card/account information and click on the "Add" button.
6. To add more Wallet entries, click on the "Add Payment Method" button, otherwise click on the "Log out" icon.

You may make a payment using One-Time Payment option rather than logging in to Customer Portal to make the payment. The link to one-time payment option can be found beneath the customer login. You will need your 12-digit account number.

If you want to make a payment in Customer Portal, but do not want to store your payment information, you would have to add a payment method to make the payment, then delete the payment method before logging out.

Step-By-Step Guide to Delete a Customer Portal Payment Method:

1. Log in to Customer Portal.
2. Once logged in, click on My Wallet in the left menu.
3. Click Edit on the Payment Method you want to delete.
4. Click Remove Payment Method.

AutoPay allows customers to set up automated reoccurring payments for their bill on the due date of each bill. Customers will receive a notification of each upcoming payment and should review it carefully each month to ensure that they are comfortable with the payment amount before it is made. The Notification of upcoming payment includes a link to cancel the scheduled payment. Customers will also receive a payment confirmation once the payment is processed.

Step-By-Step Guide:

1. Log in to Customer Portal.
2. Once logged in, click on the AutoPay icon within the Water account for which you would like to setup AutoPay.
3. Select the Payment Method you would like the AutoPay to use to pay bills. Click Continue. If you do not have a payment method saved yet, click add new to save credit card, debit card, or bank account payment information. (See FAQ: How do I add a payment method to my wallet in Customer Portal? For more information.)
4. Select the Start Date, End Date (optional), Notification (Email, SMS, or Phone) of upcoming payments, as well as the days in advance for the notification. The Notification will include a link to cancel the auto payment for the current bill, should the customer choose to do so. The selected start date may be changed if it is too close to the bill due date or a recent payment has been made. An alert will appear with the new start date.
5. Click on the "I Authorize" button.
6. A confirmation screen will appear. Click on "Back to AutoPay".
7. You can click "Add Schedule" to add AutoPay to another account or use the left menu to access other sections of Customer Portal.

Step by Step Guide:

1. Log in to Customer Portal.
2. Click on my profile.
3. Go to attachment password.
4. Type a new password in the box.
5. Scroll to the bottom of the page click the Save Changes button.

Step by Step Guide:

1. Click the forgot password link.
2. Enter the email address associated with the account when prompted. Click continue.
3. Answer the two security questions you set up for the account. (The answers are not case sensitive).
4. An email with a temporary password will be sent to the email associated with the account.
5. Login to the customer portal using the email address and temporary password.
6. You will be prompted to reenter the temporary password and set a new password and click continue.
7. The accounts page should appear.
8. If you have been using the same password for your secure PDF Bill you may want to update that password as well. (See FAQ about changing Secure PDF Password.)

If you no longer require access to a Water Account in your Customer Portal, you can remove it. This guide will help you in removing it from your Customer Portal account.

Step-By-Step Guide:

1. Log in to Customer Portal.
2. Once logged in, ensure you are in the Accounts view. If not, click on the "Accounts" link at the top left.
3. Under the account number you want to remove, click on the Edit button.
4. Click on the Remove Account button.
5. Click on the Confirm button to validate.

Do NOT create a second account with the correct email.  Instead log in to your account with the incorrect email you wish to change and the password you created.  Once you have logged in go to my profile from the menu on the left of the page.  Under Login Details in the right column on the website or toward the bottom of the screen on a tablet or smart phone, you will see a grey box with your email in it.  Click the blue button after “To edit your Login in the box above. “  Type the email you wish to use in the box and scroll down to the Save Changes button and click it.  Now your new user name is the email you updated.   Please keep your log in credential and the answers to your security questions on file.

If you need to update the information for a saved payment method, for example, the card number is the same but the expiration date has changed see below. 

Step-By-Step Guide:

1. Log in to Customer Portal.
2. Once logged in, click on My Wallet in the left menu.  You cannot edit or update a payment method through Autopay.
3. Click the “Edit”  button located on the icon for the credit card or bank account you need to update.
4. Make the edits needed.
5. Click the check box to authorize the payment, this makes the payment type active but does not actually charge anything to the card.
6. Click the ‘Confirm” Button.

If you need to remove a saved payment method, a credit card or checking account, from your customer portal account see below.

Step-By-Step Guide:

1. Log in to Customer Portal.
2. Once logged in, click on My Wallet in left menu.
3. Click the “Edit”  button on the payment type you need to update.
4. Click the “Remove Payment Method” Button.
5. Click the ‘Confirm” Button.

If this payment was set up for your autopay you must choose a new payment method for autopay or the account will not be charged.