Online Billing FAQs

With online billing, you can eliminate another unwanted paper bill. You will receive an email each billing period advising you to view your new electronic bill. Below you'll find answers to common questions about our online billing service.

I have just enrolled into online billing. How long will it take to be in effect?

Processing your enrollment in the online billing will take 2-3 business days.

I am attempting to enroll in online billing and I am getting an error message. Why?

Did you receive a statement yet for this account number? If not, you must first receive a statement before enrolling in online billing. Also, try verifying your account number.

What payment methods are available to the customer enrolled in online billing?

  • Payment using our online payment service and your checking or savings account. SJW will automatically deduct your water bill payment from your bank account approximately three working days after the payment due date.
  • Payment online using your own bank. Payments can take between 2 and 10 days before posting to your account.
  • Automatic Payment Service (APS), which automatically deducts the payment from your checking/savings account.
  • Payments made online take two to three days to process and will not immediately change your account balance.
  • Payments received after the due date are subject to delinquent processes and possible interruption of water service.

I previously enrolled in online billing. How do I add my bank information to my profile so I can use the "pay now" method?

Log-in to online billing with your User ID and password.

  1. Go to the “My Payments” screen
  2. Push the “My Payment Accounts” button
  3. Push the "Add Bank Account" button
  4. Complete your bank information and click on the “Save” button

I am enrolled in online billing and in the automatic payment service (APS.) How do I change my bank information?

Log-in to online billing with your User ID and password. Next:

  1. Go to the “APS Info" link in the upper tool bar
  2. Select "Click Here to Enroll"
  3. Add a new bank account information and select "Enroll"
  4. Or download and print the APS application and mail to 110 W. Taylor Street, San Jose CA 95110-2131

I do not have online billing. How do I remove my existing APS? 

Notify us by email customer.service@sjwater.com or by phone 1 (408) 279-7900 that you have requested to stop APS

I am enrolled in online billing.  How do I remove my existing APS?

Notify us by email customer.service@sjwater.com or by phone 1 (408) 279-7900 that you have requested to stop APS

I have enrolled in online billing. How do I add additional account numbers to my profile?

Please email us at: customer.service@sjwater.com

How do I stop the online billing service and receive paper bills again?

Log-in to online billing with your User ID and password. Next:

  1. Select “My Profile” tab
  2. Uncheck the “Turn Off Paper Bill” box
  3. Push the “Submit” button
  4. Or email us at: customer.service@sjwater.com

What happens if I was already enrolled in the automatic payment service and later enrolled in online billing?

Your bill will continue to be paid with the automatic payment service.

What happens if I enroll in online billing and automatic payment service with an existing balance?

The existing balance will not be paid automatically. You will need to make the payment yourself. Once the automatic payment service is in effect, your bills will be marked with “DO NOT PAY."

Can I schedule payments?

Once enrollment has been completed, you can schedule your payment to process either immediately or on your bill due date.

How do you keep my personal and financial information safe?

Online billing uses several methods to ensure that your information is secure:

  • User ID and Password: Your User ID and password are unique identifiers that only you know. As long as you don't share your User ID and password with anyone, no one can view your bills or personal information.
  • SSL: Online billing uses SSL (Secure Socket Layer), which ensures that your connection and information are secure from outside inspection.
  • Encryption: Online billing uses 128-bit encryption to make your information unreadable as it passes over the Internet.
  • Automatic Sign Out: Online billing automatically signs you out of a session if you are inactive for 20 minutes.

Are all computers safe to use?

Computer security experts advise that you may put your information at risk when you use a public computer for personal business. While SJW uses numerous security measures to protect your personal information on our website, the use of public computers may compromise the security of your information. Public computers include those in schools, libraries, Internet cafes, etc. Home computer security may also be compromised, especially if the home computer is not protected by a firewall, anti-phishing, and other tools for safe computing.