• BWL eServices FAQ

    1. Does the BWL need to have my social security number on file for me to use eServices?

    Yes, if you are a residential customer. To verify your identity when signing on to eServices, the BWL will require you to verify the last 4 digits of your social security number to match what we have on file. If the BWL does not have your SSN on file, you will receive this message:

    To add your verification information to the BWL database, call (517) 702-6006.

    If you are a commercial customer, it will not require social security number verification. It will require you to verify your service address instead.

    2. How do I change my profile information?

    Once you are logged into the customer portal, you can change any of your profile information including: User name, password, profile name, e-mail address, secret question and secret answer by clicking “Manage My Profile” in the left hand navigation bar. Click edit next to the section you would like to change. Once changed, click "Save Changes".

    3. How do I view my previous months billing statements?

    To view previous billing statements, click “Statement History” in the left hand navigation bar. You can also get to this information by clicking the plus sign next to your account number in the account overview. Then in the account detail tab, click “Statement History” button.

    4. Why do I have the same bill multiple times in my Statement History?

    If you have multiple paper copies mailed, each will be presented separately in the statement history.

    5. How do I set up eBill?

    Signing up for paperless billing “e-Billing” will offer the convenience of receiving a notification by e-mail when your statement is available to view, while contributing to a greener community by no longer receiving a paper bill in the mail. To enroll in Ebill you can click the “Go Green!” button in the account over view under the "Paperless Billing" column. You can also get to this information by clicking the plus sign next to your account number in the account overview. Then in the e-Billing tab, click the “Go Green!” button.

    6. How do I know if I am already on eBill?

    If you are currently enrolled in Ebill, it will say “green” under the paperless billing column. Also, if you check in the e-Billing tab, it will have a check mark next to e-Billing indicating that you are enrolled.

    7. Can I cancel e-Billing if I don’t like it?

    You can cancel e-Billing at any time by simply clicking the "Cancel e-Billing" button (under the e-Billing tab)

    8. If I manage multiple accounts, how can I link my accounts together?

    You can add multiple accounts by clicking “Add an Account” on either the left hand navigation bar or in the account number column. It will ask for verification information for all accounts added.

    9. Can I link someone else’s account to monitor the account?

    Each account can only be linked to one User ID.

    10. How do I make just a one-time payment online?

    You can make a one-time payment by clicking “Pay Now” under the "Pay My Bill" column.

    When paying your bill, you are able to select the amount you would like to pay as well as the date you would like to pay on. BWL accepts Visa, Mastercard, and Discover debit/credit cards as well as payments made through your checking/savings accounts.

    11. What are the fees for making a one-time payment?

    Fees for one-time payments are:

    Residential: Credit/Debit Card $3.50 for every $750
    ACH (Checking/Savings) $2.50 with no limit

    Commercial: Credit/Debit Card $22.00 for every $1,200
    ACH (Checking/Savings) $2.50 with no limit

    Note: If you are currently enrolled in e-Billing (green) or AutoPay, there are no payment fees. If you are enrolled in AutoPay, you will not have a fee for the payments automatically deducted but if you choose a onetime payment option, the fees will be assessed as stated above.

    12. How do I sign-up for AutoPay?

    You can sign up for AutoPay by clicking the “Enroll” button under the "Enrolled in AutoPay" column. You can also get to this information by clicking the plus sign next to your account number in the account overview. Then in the account detail tab, click “Manage AutoPay” button. Once you are enrolled in AutoPay, the "Enrolled in AutoPay" column will show “enrolled”.

    Once you are enrolled in AutoPay, payments will be processed for you automatically on the due date. As a courtesy, there are no fees for making payments through AutoPay. When enrolled in AutoPay, you will receive an AutoPay Payment Notice e-mail. This e-mail will state the amount and date your payment is scheduled. To make sure AutoPay runs smoothly, we recommend funds be available 2 days prior to the due date.

    13. How do I change or edit my AutoPay information?

    Start by clicking the plus sign next to your account number in the account overview. Then in the account detail tab, click “Manage AutoPay” button.

    Please use the Payment TIPS to navigate any changes to your AutoPay information.

    • If you are attempting to activate or deactivate your AutoPay, you will need to select "Yes" or "No" and then click the “Update” button.
    • If you would like to change the “Payment Type” you will leave the "Yes" button selected and click “Update”. (Example: Account above wants to change from Credit/Debit card to using their checking account or a different Debit/Credit card for AutoPay)
    • Use the “Change” link (next to the payment type) to edit your CURRENT payment information. (Example: update the expiration date on the credit card number already used)

    14. How do I view my payment history?

    First, click on the account overview tab. Then expand the account by clicking the plus next to your account number. Next, click on the button “Payment History”.

    15. What information is displayed in payment history?

    Your payment history will display the payment date, the account number, the payment amount, the fee amount, the total amount, the confirmation number, the source of the payment, and the payment type.

    The payment history includes payments made using our Automatic Payment Program (AutoPay), Interactive Voice Response (IVR – payments made over the phone through the automated service), or BWL eServices. Please refer to your billing statements for payment history related to mail-in or walk-in payments.

    16. How do I view my pending payments?

    The “Pending Payment” tab will only appear IF you have a payment pending. First, click on the account overview tab. Then expand the account by clicking the plus next to your account number. Next, click on the button “Payment History”. Once at the Payment History screen, if you have any pending payments the link will appear on the left hand navigation bar.

    Once you get to your pending payments you will see them all listed with the ability to delete your pending payment.

    17. How do I sign-up for Pennies for Power online?

    After making an online payment, the Pennies for Power button will appear. Click the pennies for power button.

    There are 3 options: "Round Up", "Round up and add a Buck", or "One time donation". Select your preferred donation option. If you choose one time donation, you must enter the amount of your donation. Click “Make a Pledge”. You can select “No Thanks” if you choose not to donate at this time.

    18. Can I cancel my Pennies for Power donation?

    You can cancel your Pennies for Power donation at any time by calling our customer service center at (517) 702-6006 during regular business hours Monday – Friday 8:30am-5:30pm.

    19. What e-mail addresses do I need to add to my e-mail for communication from BWL?

    You will need to add two e-mail addresses for communications from BWL:

    CustService@lbwl.com
    CustServiceBWL@mysecuredservices.com

    20. I was previously enrolled in Checkfree, why do I have a gap in my statements?

    Checkfree customer statements will be available on BWL eServices portal beginning Oct 22, 2012. Prior to that use your Checkfree account for historical statements.

    21. If I was enrolled in AutoPay through BWL, am I automatically enrolled in eServices?

    No. You will not automatically be enrolled in eServices. You will however stay a BWL AutoPay customer. You can enroll in eServices at any time to access all of the other features.

    22. If I was enrolled in eBill through Checkfree, am I automatically enrolled in eServices?

    No. You will have to enroll in BWL eServices and sign-up for eBill through the new system which will automatically de-enroll you from Checkfree Ebilling.

    If you have any additional questions, please contact the customer service center during regular business hours at (517) 702-6006. Monday – Friday, 8:30am-5:30pm.

    Hours are subject to change and BWL does observe regular holidays

    23. If I sign up for AutoPay, will that take care of my current bill?

    No, if your current statement has already been generated, AutoPay will not take affect until the next billing cycle. The details of your payment will be provided on your billing statements, prior to the actual Due Date.

    24. I'm unable to view my bill or the browser opens a blank page.

    Browser: Firefox
    Solution: Try to disable the Adobe Reader Plugin in Firefox (Tools>Add-ons>Plugins) and use the external Adobe Reader applications or Preview application instead.

    Firefox>Preferences>Applications>adobe PDF document: User Adobe Reader PDF files may also be found under another entry like Portable document.

    Browser: Internet Explorer
    Solution: When using Internet explorer, if you have not accepted Reader’s user agreement, then Explorer shows an empty page and may crash. Adobe Reader 11 is supported. First accept the user agreement of Adobe Reader 11 by opening Reader by itself then proceed to the internet to open the PDF on your screen.

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