Bill and Account FAQs

A: There is a technical problem with the payment method saved to your wallet in the Customer Portal. To resolve the issue, delete your payment method entry in the wallet of your Portal account. Once deleted, please re-enter your payment method, and retry making your payment. View step-by-step instructions (PDF).

A: Due to a recent system update, if an edit is needed to your payment method, you will need to remove and re-enter your payment method. After completing this step, you will be able to edit your payment method as needed. View step-by-step instructions (PDF).

A: There can be several reasons why your bill fluctuates from month to month, incuding weather or additional days in the billing cycle. Check out our bill self assessment guide learn more.

It's possible that your bill reflects an estimated meter read of your current bill, or is a true-up of your actual usuage due to an estimated read on your previous bill. To find out if your current usage was estimated, view the Electric or Water Usage section of your bill. If your bill was estimated, you will see *based on an estimated read. See an example and learn more.

An inacurate meter read is very rare. But if you feel that the reading on your bill doesn't seem right, take a look at your meter and compare the current reading to the reading shown on your last bill. Click here to learn how to read your meter.

If you find that your water use was much higher than anticipated, do a meter test. It is free and just requires a bit of time.

If you have questions about your electric use, you can do a home self-assessment of your household appliances.

A: Create your profile and password. You'll be asked to select three security questions for account recovery and you'll be required to verify the email address you provided.

To attach your EWEB account to your new profile, you'll need your EWEB account number.  From the account summary screen you'll be able to add and manage multipe EWEB accounts.

Click here for step-by-step instructions on registering on the portal.

You can also get in-person assistance with setting up an online account. In-person customer service is available by appointment at Eugene's City Hall, 500 East 4th Avenue (the former site of EWEB headquarters). To make an appointment, please call 541-685-7000. 

A: You can find your account number at the very top of your bill, and on your email payment receipt (if you pay online). If you are registered with our customer portal, you will see your account number at the top of the main account summary screen.