FAQs • Soquel Creek Water District, CA • CivicEngage

What if I forget my user name or password for the Online Bill Pay Program?: You may reset either or both at any time. For security reasons passwords are not disclosed to District personnel, so you will be sent a new password at the email address you designated during enrollment in the Bill Pay Program.

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Customer Service

1. How do I get free water-saving devices like hose nozzles and aerators?: We offer our customers free water-saving faucet aerators, hose nozzles, toilet leak detection tablets, shower timers and toilet flappers. Just stop on by to the District’s main office during business hours (8 am to 5 pm, Monday through Friday) at 5180 Soquel Drive in Soquel or schedule a free water-wise housecall and we will bring them to you and in some cases even install them for you.

2. What is the Online Bill Pay Program?: The Online Bill Pay Program allows you to use the internet to access, view, and pay your water bill with your Visa, MasterCard or electronic check 24 hours a day, 7 days a week from wherever you have internet access.

3. Is there a fee to use the Online Bill Pay Program?: No, there is no transaction fee to use the Online Bill Pay Program. However, your financial institution may have a charge.

4. How soon will my online payment reach you?: Online payments made through our website post to your billing account immediately.

5. If my water service is about to be shut off, may I make an online payment?: If you have received a 48-hour notice of discontinuance, the online payment must be made prior to 5 pm on the date indicated on the notice to avoid additional delinquent fees.

6. Will I continue to receive bills by mail?: The information provided through the Online Bill Pay Program is not as comprehensive as the tiered billing and 3-year consumption history available on your paper billing statement. For this reason, you will continue to receive your billing statement by mail.

7. Can I write electronic checks?: Yes, payments can be made online using Visa, Mastercard, or an electronic check.

8. Once enrolled in the Online Bill Pay Program, do I have to keep making my payments online?: You may still make your payments by mail, phone or in person while enrolled in the Online Bill Pay Program. You may cancel your enrollment in the Bill Pay Program at any time.

9. What if I forget my user name or password for the Online Bill Pay Program?: You may reset either or both at any time. For security reasons passwords are not disclosed to District personnel, so you will be sent a new password at the email address you designated during enrollment in the Bill Pay Program.

10. Is it safe to pay my bill online? How secure is my personal information?: Your personal data is protected through network and database security using industry-standard Secure Sockets Layer (SSL) to encrypt information to and from the site and other firewall and intrusion protection.