Payment & Billing

Payment & Billing

MyAccount makes managing your utility bill simple, secure and convenient. It allows you to view your bills, track your energy and water use, sign up for paperless billing, make payments with your credit or debit card or directly from a bank account, set up AutoPay and more.

Create a new MyAccount or log on to your existing account.

Below you will find answers to the most frequently asked questions about MyAccount.

General

What is MyAccount?

MyAccount allows you to fully manage your utility account online. This tool is available to all residential and commercial customers with a City of Tacoma utility account. You can use it to pay your bill online using a credit or debit card with the Visa, MasterCard or Discover logo, or by transferring money directly from your checking or savings account. You can also track your payments, view your bill and energy usage history, create a Budget Billing plan, enroll in paperless billing and access many other payment and budgeting options. Register today.

What web browsers are compatible with MyAccount?

MyAccount works with Google Chrome, Microsoft Edge, Mozilla Firefox, Internet Explorer 11 and Apple Safari.

Please note that if you use Internet Explorer 11, you may have difficulty using MyAccount if the browser is set to “compatibility view.” To solve this issue, please disable “compatibility view” by following the steps below:

  • Select the “Tools” option from the Internet Explorer menu bar at the top of the page
  • Click “Compatibility View settings”
  • Highlight “mytpu.org” from the box that lists the websites you’ve added to Compatibility View
  • Click the “Remove” button to the right
  • On that same screen, uncheck the following:
    • “Display intranet sites in Compatibility View”
      • “Use Microsoft compatibility lists”
  • Click the “Close” button

If you are running Windows 10 (or any version after 10) and Microsoft Edge is your default browser, you may experience stability issues with payment processing. To ensure a more seamless experience, add TPU’s payment partner, Trust Commerce, to your list of “Trusted Sites” by following the steps below:

  • Select the Microsoft Edge icon at the bottom of your screen
  • Open the “Internet Options” tab in Edge (to find this, click on the three small dots in the top right-hand corner of your browser)
  • Click the “Security” tab
  • Highlight “Trusted Sites”
  • Click the “Sites” button
  • In the “Add this website to the zone” field, enter: https://vault.trustcommerce.com
  • Click the “Add” button
  • Check the box for: “Require server verification (https:) for all sites in this zone”
  • Click “Close”
  • Click “OK”

Restart your computer for the change to take effect
To download a different web browser, follow either of the links below:

Download the latest version of Google Chrome

Download the latest version of Apple Safari

Is the MyAccount web page secure?

Absolutely. To confirm this, look for the padlock icon in the status bar of the web browser when submitting information. You should also see “https://” at the beginning of the URL address (as in https://myaccount.mytpu.org). This ensures the website is secure.

How do I view my bill?

You can access your bills for the past 24 months on the “Financial Overview” page. Choose the invoice date or the PDF icon for the bill you would like to view. You must have Adobe Reader installed on your computer to view your bill in the PDF format.

How can I change my garbage service online?

Garbage service is provided by the City of Tacoma’s Solid Waste department. For questions about garbage service, please contact the Solid Waste customer service department.

How can I get information on my City of Tacoma Tax and License account?

Tax and licensing is handled by the City of Tacoma. For information about your account, contact the Tax and Licensing department.

Registration

What information do I need to register for MyAccount?

You need to have your utility account number along with a valid email address and the name of the person listed first on your bill (the name listed first is the primary account holder). You will be asked to choose and answer three security questions that will be used to verify your identity should you ever forget your password.

If you need help with registration, please contact Customer Services at (253) 502-8600 or toll free at (800) 752-6745. Register an account today.

Can I choose my own user ID?

Yes. You can create your own user ID when you register your account. It is not case sensitive, must be between 6-20 characters and different than your email address and password. Once registered, you have the option of logging in with your user ID or your account number.

What are the password requirements for MyAccount?

For your security, passwords are case sensitive and must be 6-20 characters and include at least one letter and one number.

Can more than one person at the same address register for MyAccount?

No. The only person who can register for an account is the one is listed first on your utility bill (the primary account holder).

How do I register for MyAccount?

Visit MyTPU.org/MyAccount, select the “Register Account” button and follow the instructions.

Payments

Can I make a payment on someone else’s account?

Yes. If you have the utility account number, you can make a payment on any account using a Visa, MasterCard or Discover card by selecting the “Quick Pay” option on the MyAccount home page. This option does not require logging onto or registering for MyAccount. Find the Quick Pay option at MyTPU.org/MyAccount.

Will I receive a confirmation when I make a payment through Quick Pay?

Yes. You will have the option to either print the payment confirmation page or receive an email confirmation.

Is there a fee for making a payment with MyAccount?

No. There are no fees whether you pay with a credit or debit card, bank account or savings account.

What forms of payment can I use to pay my bills?

We accept all Visa, MasterCard and Discover credit or debit cards. You may also transfer money directly from your checking or savings account. You select the payment option when you pay your bill online.

How long will it take to process my payment?

Credit and debit card payments are processed immediately. Payments deducted from your checking or savings account can take up to three business days.

All bank account payments, including recurring AutoPay payments, deducted from your checking or savings account or paid with a credit or debit card will be posted to your utility account the date the bill is due.

Will I be able to view payments I’ve mailed in on MyAccount?

Yes. You can view all payments made to your account online, no matter how you made them.

What is AutoPay?

AutoPay is a convenient, automatic payment option that charges your account on the due date of your bill. You can pay your TPU bill automatically and securely from your bank account or with a credit or debit card with the Visa, MasterCard or Discover logo.

How can I change the bank account or credit or debit card I’m currently using for AutoPay?

If you are using a checking or savings account for AutoPay payments, you can change your existing bank account details by selecting the “edit” button for that bank account on the AutoPay screen.

If you are enrolled in AutoPay and would like to change your current payment method, you will first need to cancel the current service. Once cancelled, you can re-enroll in AutoPay with your new payment details. To do this, complete the following steps:

  • Select the “Payment options” tab from the menu
  • Select the “AutoPay” button
  • Select either the “Bank account(s)” or “Credit or debit card(s)” tab at the top of the screen
  • Select the account you would like to change
  • Read and check the box to accept the terms and conditions for the cancellation
  • Select the “Cancel AutoPay” button
  • Select either the “Bank account(s)” or “Credit or debit card(s)” tab at the top of the screen
  • If the new payment method is not currently on file, you will need to add your bank account or credit/debit card information by selecting the “Add New Bank Account” button or the “Add New Card” button
  • Follow the prompts and provide the payment details
  • Once your payment details are successfully stored, select the “Continue” button
  • Select either the “Bank account(s)” or “Credit or debit card(s)” tab at the top of the screen
  • Select the account you would like to use for enrollment
  • Read and check the box to accept the terms and conditions for enrollment
  • Choose the payment account from the drop down menu
  • Select the “Confirm” button
Payment Arrangements

Can I get an extension on my bill through MyAccount?

Yes. You can extend your due date by selecting the “Payment options” tab from the menu and choosing “Payment agreements.”

Can I view my payment agreements online?

Yes. You can view payment agreement details by selecting the “Payment options” tab from the menu and choosing “Payment agreements.”

If my due date falls on a weekend or holiday, when is the payment actually due?

Your payment will be due on the first business day following the weekend or holiday. Remember that credit and debit card payments are processed immediately, while payments made through your bank account may take up to three days to post.

Due Dates

Can I set my due date to be the same day each month?

Yes. You may also select an alternate due date by clicking the “Payment options” tab from the menu and choosing the option to “set alternate due date.” The alternate due date is based on when your meter is read and would take effect during your next billing cycle.

What if my alternate due date falls on a weekend or holiday?

The due date will be the first business day following the weekend or holiday.

How do I cancel my alternate due date?

You can cancel your alternate due date by contacting Customer Services at (253) 502-8600 or (800) 752-6745 Monday through Friday from 8 a.m. to 5:30 p.m.

Billing

How do I enroll in paperless billing?

To receive notification of new bills via email only rather than through the mail, do the following in MyAccount:

  • Select the “Profile” tab from the menu
  • Choose “My profile”
  • Select the “Edit Profile” button
  • Scroll down to the “Billing options” section and select “Paperless bill”
  • Select the “Save Changes” button

This will enroll all your open accounts in paperless billing and you will receive an email with your bill details after each billing cycle.

Do I have to separately enroll in paperless billing for each of my accounts?

No. Enrolling in paperless billing will automatically apply to all your accounts.

Where can I find my power assistance pledge credit balance?

You can find the balance of your power assistance pledge credit on the first page of your bill in the upper right-hand corner.

Can I sign up to get reminders and other important messages from TPU?

Yes. You can sign-up to get email and/or text message reminders for the following:

  • Payment due dates
  • Payment agreement due dates
  • Upcoming AutoPay withdrawals
  • General communications from Tacoma Public Utilities

To sign up for email and/or text message reminders:

  • Select the “Profile” tab from the menu
  • Select “My profile”
  • Select the “Edit Profile” button
  • Scroll down to the “Message options” section and check the box(s) for your message preferences. You can choose both email and text messages
  • If you select a text message reminder, enter your mobile number and carrier
  • Read and check the box to accept the free service
    Select the “Save Changes” button
  • You can make changes or unsubscribe at any time.

Why didn’t I receive my message reminder?

Both your mobile carrier and phone number must be updated when you make a change, even if you are keeping the same mobile number.

How will I know if I have past due charges?

If you have past due charges or charges that will appear on your next bill, such as service establishment fees or late fees, a red triangle icon will display next to the amount shown in the “Current balance” field.

Managing Multiple Accounts

If I have more than one account, how do I manage them online?

Once you have logged in, choose the account that you would like to view or edit, then select the account number hyperlink from the overview. You can switch to a different account by choosing the “Select a different account” hyperlink at the top of the screen, or by selecting the “Account(s)” tab from the menu and choosing “Summary of accounts.”

If I have multiple accounts, can I still search for a specific account?

Yes. You can easily find a specific account number on the “Summary of Accounts” page by pressing the “Ctrl” button and the “F” button on your keyboard at the same time to activate the “Find” feature for your web browser. Type the account number in the “Find” field of the web browser and select the enter button. The account number that you’ve entered will be highlighted on the list of account numbers for easy reference.

Can I hide closed accounts from the Account Summary screen?

Yes. Accounts with a zero balance will automatically be hidden after 18 months from the date you closed your account.

I’m a business customer. Can I pay multiple accounts in a single transaction?

Yes. Our consolidated payment option allows business customers to pay multiple accounts in a single transaction using a Visa, MasterCard or Discover credit or debit card or a checking or savings account.

To use the “consolidated payment” option, do the following:

  • Select “consolidated payment” under the “Account” tab from the menu
  • Select a payment method
  • Select the “Continue” button
  • Check “Select all” to designate eligible accounts to pay or choose individual accounts
  • Select “Continue” button
  • Select the “Pay” button

Can I pay multiple accounts in a single transaction if I’m not a business customer?

Residential customers with multiple accounts can request access to the consolidated payment option by contacting Customer Services at (253) 502-8606, Monday through Friday from 8 a.m. to 5:30 p.m.

How are accounts displayed in the consolidated payment view?

Accounts are displayed by due date with the oldest date appearing first. Accounts with a zero balance or a credit balance will appear at the end. Ineligible accounts cannot be selected for payment on the website.

Can I change the payment amount when using consolidated payment?

Yes, but only if you are paying with a credit or debit card. Payments made with a bank account can only be made for the amount due.

Can I request additional payment confirmation emails when I use the consolidated payment option?

Yes. A confirmation email will automatically be sent to the email listed in “My Profile.” You may also request an electronic confirmation on the payment confirmation page.

Start, Stop or Transfer Service

Can I sign up for new service online if I’ve never been a TPU customer?

You can submit a request to start a new service by selecting the “Start Service” button on the home page at MyTPU.org/MyAccount. You will need the full name(s) and Social Security number(s) for yourself and your spouse or roommate(s), and the address where you would like to start service.

How do I start, stop or transfer service?

Once you’re logged in to MyAccount, select the “start or stop service” tab from the menu, choose the option that applies to you and follow the prompts.

Is there a fee to start or stop service?

There is a $21.60 service fee to start service, which will be added to your first bill. The amount is based on which utility service(s) is requested. There is no charge for stopping service.

Budget Billing

Budget Billing allows you to pay one consistent and predictable utility payment amount every month. Under this system, your monthly payments are calculated as follows:

  • We calculate your entire electricity bill for the past 12 months, divide by 12, and round to the nearest whole dollar.
  • We calculate your total water bill for the past 12 months, divide by 12, and round to the nearest whole dollar.
  • We calculate a fixed monthly charge for Solid Waste, Surface Water and Wastewater utility services, if applicable.

Then, every 12 months we will recalculate your monthly charge for the next 12 months based on the previous year’s data. All debits or credits from the previous budget billing term are divided by 12 and applied to next year’s budget amount.

How do I enroll in Budget Billing?

You can enroll in Budget Billing online through MyAccount. To enroll, do the following:

  • Select the “Payment options” tab from the menu
  • Select “Budget Billing Plan”
  • Select from the enrollment options and follow the prompts based on your selection
  • Read and accept the terms of agreement for the enrollment
  • Select the “Submit” button

Customers with a past due balance can also enroll in Budget Billing. We will simply build the balance into your monthly payments.

What accounts can I enroll in Budget Billing?

Budget Billing is currently available to residential customers with metered services only. If your enrollment request is close to your next billing date and you are having trouble enrolling, please try again after you’ve received your bill.

If you have an existing payment agreement or there is less than 12 months of usage history for the account, please contact Customer Services at (253) 502-8600 or (800) 752-6745 to learn about your options. The department is open Monday through Friday from 8 a.m. to 5:30 p.m.

Collections

My account is currently in collections. Who can I talk to about this?

If you received a letter from Professional Credit Services (PCS) or Municipal Services Bureau (MSB), credit and collections agencies we work with, please contact their offices directly to settle your unpaid debt. It is your responsibility to resolve the matter directly with the collection agency. We are unable to accept payments or make payment agreements on accounts currently in collections.

Both PCS and MSB have skilled staff waiting to help you settle your debt. Contact information is below.

Customers cannot open a new account until the amount in collections is paid in full.

Professional Credit Services (PCS)

866-320-6527

Hours:

Monday – Thursday 7 a.m. to 7 p.m.

Friday – 8 a.m. to 5 p.m.

Saturday – 9 a.m. to 1 p.m.

Municipal Services Bureau (MSB)

800-616-0166

Hours:

Monday – Thursday 5 a.m. to 9 p.m.

Saturday 6 a.m. to 3 p.m.

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