eCare FAQ

Why did I not receive my password in my email?

Be sure that the CUD website is not blocked as spam mail through your internet provider carrier.  Be sure your inbox is not full; sometimes emails are denied by the carrier if the inbox is full.  Our server will continue to try to deliver the email but after five unsuccessful attempts it will stop.

Can I change my account password?

Yes, you are able to change your password once you have signed into your account successfully.  The change password button is located under the main menu tab.

I am trying to pay my bill but when I click on the check or credit/debit card button, it won't take me to the next screen to pay my bill.

You may have a popup blocker turned on that won’t allow the page to come up.  You will need to turn the popup blocker off.

Do I have to enter my personal information each time?

Yes, for your privacy you must enter the information each time.

What forms of payment are accepted through the online payment option?

You may pay using check by using your checking account and savings account number.  Please have nine digit Routing No. located in the lower left hand corner on your check or savings account.  You may also pay by using your credit card or debit card (Discover, MasterCard, or Visa). You will need to have the card number, expiration date and the CVV number.

What is the CVV Number?

CARD VERIFICATION VALUE CODE (CVV)
The CVV is an authentication procedure established by card companies to further efforts toward reducing fraud for internet transactions. The CVV code helps ensure that the customer placing the order actually possesses the credit/debit card and that the card account is legitimate. The back panel of most Visa/MasterCard cards contains the full 16-digit account number, followed by the 3 digit CVV code.

How soon is the payment posted to my account after I have made a payment online?

Late payments are applied at 4:30pm on the due date; therefore, please ensure your payment is received by CUD on or before 4:30pm on your due date.

Can I pay my bill online if I am scheduled for or have been disconnected?

If you are making a payment on line and you are scheduled to be disconnected or have been disconnected, please contact Customer Service at 615-893-7225 to verify the status of your account prior to making your payment.

My current bill is due on the 15th of each month, is it possible to change my due date to the 1st of the month (or vice versa)?

No, as with your customer account number, your bill due date is tied to a book within a certain route in our billing software and cannot be changed.

Do you take partial payments using the Online Payment Option?

Yes, we understand that there are times when partial payments are necessary, so we gladly accept them for water payments on current account balances.  However, if your account is past due you must call the office between the hours of 8:00AM and 4:30PM, Monday – Friday to speak to customer service or come into the office to make payment arrangements before making a partial payment online.

Can I pay something on my account using the Online Payment Option if I have a zero or credit balance?

Yes, the online payment option does allow you to prepay your account if your account has a balance of zero or a credit balance.

When does the money come out of my bank account when using the Online Payment Option?

This may vary from one banking institution to another. For an accurate account review your banking statement.

Is it safe using the Online Payment Option?

Yes, using the online payment option is completely secure using the highest encryption methods available and at no time storing your personal credit card information. However, Consolidated Utility District cannot be responsible for any malicious applications that may be running on your computer. Please be sure that your personal computer is protected against malicious activity by installing recommended patches, virus protection, firewalls, etc.

Who do I contact if I have problems using the Online Payment Option?

When having problems using the online payment option, please contact the office at (615) 893-7225 between the hours of 8:00AM and 4:30PM, Monday – Friday.

The automated phone system asks me to enter my account number and occupant code. I did that, but it still didn’t let me through. Can you tell me what’s wrong? 

Here’s an example of what the system is looking for. Imagine your account number is 12345, and your occupant code is 90. You would enter that as one full series of numbers (1234590), then you press the # key. That will give you access to your account.