Customer Portal Frequently Asked Questions (FAQs)
Getting Started
Q: How do I set up my account portal for the first time?
A: You'll need your account number, which is printed on your most recent bill. Then, visit our online portal page (this page is hosted outside the main GPSD website). Follow the prompts to create a login, or sign in using an existing Google or Apple account. Click here to download the bill insert (in English and Spanish).
Q: Will I be able to see my past bills and payment history in the new portal?
A: Some historical data will transfer but prior bills will not transfer into the new system. For copies of prior billings, please feel free to email our Customer Service department at [email protected].
Billing Changes
Q: Why am I getting bills more frequently now?
A: The new system generally bills on the same cycle as drinking water meter readings, so billing frequency now matches your water provider's schedule: (a) Illinois American Water or Pleasant Valley Water customers: monthly billing and (b) Peoria Heights customers: quarterly billing.
Q: Will my bill amount go up because of this system change?
A: No. This change only affects when and how often you're billed — it does not change your rates. Switching to a billing cycle that matches your water meter readings doesn't increase the total amount you pay over the course of a year. In the case of a quarterly bill moving to monthly billing, it spreads the same charges across more frequent (typically smaller) amounts.
Q: My first bill shows more than one billing cycle. Is that an error?
A: No. During the first cycle or two after transition, the new system may need to process multiple months of billing data at once, so your first bill may look larger or cover more than one period than usual.
Q: I have very low quarterly GPSD bills. Will I now get billed more often even though the amount is small?
A: No. Bills are not generated for balances under $10.00, and late fees do not accrue on balances under $10.00. This threshold prevents us from printing and processing bills for very small amounts.
Q: I'm currently on annual billing. Why would I get billed more frequently?
A: You likely won't notice much change. The same $10.00 minimum-balance threshold applies (see above), which will continue to limit how often annual or seasonal-use customers actually receive a bill.
Payments
Q: Do I have to re-enroll in EZ-Pay?
A: No. Any existing EZ-Pay enrollment will transfer automatically to the new system — no action needed on your part.
Q: What is EZ-Pay?
A: EZ-Pay is a GPSD-administered automatic withdrawal from your bank account. The amount due will automatically be deducted on approximately the 10th of the month after the invoice date. GPSD is choosing to continue this program, outside of the customer portal, because, unlike other payment methods that might charge a convenience fee (such as credit card payments), it is a no cost option for our customers. Click here to sign up or modify EZ-Pay.
Q: How do I enroll in Level Pay?
A: Level Pay enrollment isn't available yet. Once the new system has been live for a few billing cycles and we have enough usage data to calculate accurate level amounts, we'll update this page with enrollment instructions.
Q: What payment methods will be accepted in the new portal?
A: Click here to see all payment options.
Q: Can I go paperless / opt out of mailed paper bills?
A: Yes. Simply click on "enroll in paperless" once you're in the portal.
Account Management
Q: I'm a landlord. Can my tenant receive the GPSD bill?
A: Yes. Click here to submit an email address to add or remove as a bill recipient on a specific account. The property owner will continue to receive the bill in addition to the added recipient. We expect to update the portal in the future so owners can manage additional e-statement recipients directly.
Q: How do I update my mailing address, phone number, or email on file?
A: All of this can now be done through the customer portal.
Q: I have multiple GPSD accounts (e.g., several properties). Can I manage them all under one portal login?
A: Yes. You can link all of your GPSD accounts in one portal login.
Support
Q: How do I understand the line items on my bill?
A: For a breakdown of what each charge on your bill means, please visit our Understanding Your Bill page.
Q: Who do I contact if I have trouble logging in or setting up my account?
A: Please feel free to email our Customer Service department at [email protected] or call (309) 272-4804.
Q: Is my payment information secure in the new system?
A: Yes. The customer portal is PCI compliant.
Have a question not answered above? Email us at [email protected]
Q: How do I set up my account portal for the first time?
A: You'll need your account number, which is printed on your most recent bill. Then, visit our online portal page (this page is hosted outside the main GPSD website). Follow the prompts to create a login, or sign in using an existing Google or Apple account. Click here to download the bill insert (in English and Spanish).
Q: Will I be able to see my past bills and payment history in the new portal?
A: Some historical data will transfer but prior bills will not transfer into the new system. For copies of prior billings, please feel free to email our Customer Service department at [email protected].
Billing Changes
Q: Why am I getting bills more frequently now?
A: The new system generally bills on the same cycle as drinking water meter readings, so billing frequency now matches your water provider's schedule: (a) Illinois American Water or Pleasant Valley Water customers: monthly billing and (b) Peoria Heights customers: quarterly billing.
Q: Will my bill amount go up because of this system change?
A: No. This change only affects when and how often you're billed — it does not change your rates. Switching to a billing cycle that matches your water meter readings doesn't increase the total amount you pay over the course of a year. In the case of a quarterly bill moving to monthly billing, it spreads the same charges across more frequent (typically smaller) amounts.
Q: My first bill shows more than one billing cycle. Is that an error?
A: No. During the first cycle or two after transition, the new system may need to process multiple months of billing data at once, so your first bill may look larger or cover more than one period than usual.
Q: I have very low quarterly GPSD bills. Will I now get billed more often even though the amount is small?
A: No. Bills are not generated for balances under $10.00, and late fees do not accrue on balances under $10.00. This threshold prevents us from printing and processing bills for very small amounts.
Q: I'm currently on annual billing. Why would I get billed more frequently?
A: You likely won't notice much change. The same $10.00 minimum-balance threshold applies (see above), which will continue to limit how often annual or seasonal-use customers actually receive a bill.
Payments
Q: Do I have to re-enroll in EZ-Pay?
A: No. Any existing EZ-Pay enrollment will transfer automatically to the new system — no action needed on your part.
Q: What is EZ-Pay?
A: EZ-Pay is a GPSD-administered automatic withdrawal from your bank account. The amount due will automatically be deducted on approximately the 10th of the month after the invoice date. GPSD is choosing to continue this program, outside of the customer portal, because, unlike other payment methods that might charge a convenience fee (such as credit card payments), it is a no cost option for our customers. Click here to sign up or modify EZ-Pay.
Q: How do I enroll in Level Pay?
A: Level Pay enrollment isn't available yet. Once the new system has been live for a few billing cycles and we have enough usage data to calculate accurate level amounts, we'll update this page with enrollment instructions.
Q: What payment methods will be accepted in the new portal?
A: Click here to see all payment options.
Q: Can I go paperless / opt out of mailed paper bills?
A: Yes. Simply click on "enroll in paperless" once you're in the portal.
Account Management
Q: I'm a landlord. Can my tenant receive the GPSD bill?
A: Yes. Click here to submit an email address to add or remove as a bill recipient on a specific account. The property owner will continue to receive the bill in addition to the added recipient. We expect to update the portal in the future so owners can manage additional e-statement recipients directly.
Q: How do I update my mailing address, phone number, or email on file?
A: All of this can now be done through the customer portal.
Q: I have multiple GPSD accounts (e.g., several properties). Can I manage them all under one portal login?
A: Yes. You can link all of your GPSD accounts in one portal login.
Support
Q: How do I understand the line items on my bill?
A: For a breakdown of what each charge on your bill means, please visit our Understanding Your Bill page.
Q: Who do I contact if I have trouble logging in or setting up my account?
A: Please feel free to email our Customer Service department at [email protected] or call (309) 272-4804.
Q: Is my payment information secure in the new system?
A: Yes. The customer portal is PCI compliant.
Have a question not answered above? Email us at [email protected]