Utilities Billing Self-Service Portal

ladpu.com/SSBilling

Los Alamos Department of Public Utilities has launched a free, cloud-based Utilities Self-Service Portal through its Munis Tyler billing software. From a computer, DPU customers can register their account in the portal to be able to:

Manage account information,

Access past and present utility bills,

View payment history, and

Make an online credit or debit card payment (The portal will direct customers to DPU’s payment vendor: Paymentus).

FREQUENTLY ASKED QUESTIONS

I am trying to register, how do I find my Customer ID and Account numbers.

To set up your profile you will need your Customer ID number. This is a seven digit number that begins with a "2" and can be found in the upper right-hand corner of your utility bill.

To link your utility accounts to your profile, you will need not only the Customer ID number, but the Account number as well. This is a seven digit number that begins with a "3" and is also in the upper right-hand corner of the utility bill.

If you need assistance identifying these numbers or you don't have a utility bill on hand, call or email the Customer Care Center at 505 662 8333 or [email protected]. They can provide this information to you.

I have an account that I've used in the past but I am having trouble logging in.

A billing system upgrade changed the login/landing page to Tyler Portico. Depending on the email domain you initially registered with on the portal, you may need to use a different method.

If you initially registered a Google email address, click Sign In with Google and use your Google password.

If you initially registered an Apple email address, click Sign In with Apple and use your Apple password.

If you initially registered a Microsoft email address, click Sign In with Microsoft and use your Microsoft password.

If you initially registered under another email domain and it is the one you use for Facebook, you can use the option to Sign In with Facebook. (You can use the Facebook sign-in even if the email addresses are different, but you will need to link your account again. Please have your Customer Number and Account Number available for that step.)

OR sign in with the email address and password you used during the initial registration.

If you are still having problems logging in, try clicking “Unlock account.” Otherwise, you likely need to register with Tyler Portico by clicking the “sign up” link at the bottom of the form.

I registered my profile, but I still can’t access my utility bills.

After registration, an email will be sent to the email address you provided during registration. This email will provide instructions to activate your profile. This may take a few minutes. After your profile is set up, you will then be able to link your utility accounts to your profile to view current and past utility bills.

I have multiple accounts, can I link more than one account to my profile?

Yes. After you set up your initial profile with your customer ID number, you can link all your utility accounts to that one profile provided that you have the correct Account number for each.

I want to make a payment online. Is that available?

The Utilities Self Service portal will direct you to our online payment vendor: Paymentus. Payment options available are credit card (Visa, MasterCard, and Discover), debit card, and E-check. Note that there is no charge to the customer to process an online payment.

Remember when making an E-check payment, that you must enter the entire bank account number, including any preceding and ending zeroes. If you have questions regarding your banking account number, please contact your financial institution.

How do I sign up for Automatic Payments or Budget Billing through the Utilities Self Service portal?

These features need to be processed by our Customer Care Center representatives. Please email or call them to sign up for these programs: [email protected] or 505.662-8333.

Bill details for my water usage doesn't match the usage identified on my pdf bill.

Unfortunately, the bill details section in the Utilities Self Service portal indicates that the unit of measure for water billed is reported as KGAL (or thousand gallons). This is an error. The bill details section is really reporting in hundred gallons.

Therefore, if the bill detail indicates 57 under "Billed Usage" the billed amount is for 5,700 gallons (not 57,000 gallons).

The pdf version of the bill would display this is 5.7 KGAL units, which is correct.

I still have questions. Who do I contact?

If you still have questions about this site, a specific bill or a payment, please contact the Customer Care Center at 505 662 8333 or [email protected]. The hours of operation are Monday through Friday, 8 a.m. to 4 p.m.

Los Alamos County