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1. Where do I find my Account Number and Customer ID to link my utility billing account to the CSS portal?

The Customer ID and Account Number needed to link your utility billing account to your customer profile on the CSS portal are listed on your utility bill. 

2. Do I need to register for an account if I don’t pay my bill online?

Account holders who do not wish to pay online are not required to register on the CSS portal. All of the City’s other utility payment options remain available to customers. However, all utility customers are encouraged to register for the new portal in order to take advantage of the new system’s benefits, such as increased data security and enhanced customer service.

3. If I am currently registered for bank draft, do I need to register for the new portal?

If you are enrolled in automatic bank drafts prior to the new system going live in February 2022, you will not be required to register for the new portal or to re-register for bank drafts. Your bank draft information will be converted to the new system automatically. However, you are encouraged to sign up for the new portal in order to take advantage of the new system’s benefits, such as increased data security and enhanced customer service. 

4. I want to sign up for bank draft. Do I need to register on the new portal?

To sign up for bank drafts, it is recommended that you create an account on the CSS portal. Review the instructions to create an account and set up bank drafts (PDF). If you'd prefer to not utilize the CSS portal, you can fill out the Electronic Bank Drafting Service setup form (PDF) instead.

5. Why did the City change its utility billing system?

The City is converting to Munis Utility Billing, which is more sophisticated and configurable, reliable and automated, and will streamline some aspects of the utility payment process. The new system will also offer numerous benefits to customers, including increased data security, the ability to maintain account information and preferences, and enhanced customer service.

This project is part of a multi-year, multi-phase undertaking that will allow the City to operate and serve residents more efficiently. Discovery for this technological solution began in 2016, and the vendor, Tyler Technologies, was approved by City Council in 2017.

6. Can I pay my water bill another way?

The available utility bill payment methods remain the same. Customers may pay in a variety of ways:

• In-person at Utility Billing counter
• Secure payment kiosk
• Mail payment to:
   City of Coppell
   255 E Parkway Boulevard
   Coppell, TX 75019
• Bank draft enrollment
• Pay via phone
• Pay directly through bank
• Pay online

7. Why is the total gallons consumed listed on my water bill different from the total gallons consumed according to the Get to Know Your H2O portal?

Your water consumption data is pulled before your bill date in order to total gallons used. The timing of when your consumption data is collected varies a little due to many influences, including weekends, reads not transmitted, the need to have staff physically read the meter, etc. Because of this variability, the consumption data listed for the month on the Get to Know Your H2O portal may not reflect the consumption listed on your bill. Rest assured – your water meter registers at least 98% of actual water usage.

8. How to I register for an account on the CSS portal?

Review the instructions to register for an account on the CSS portal (PDF). You can also find quick instructions and a how-to video on our Citizen Self Service Portal Registration page. 

9. Why doesn’t the Profile Section within the Welcome page have any of my information in it?

This section is intentionally left blank for all City of Coppell customers. It is a feature of the Citizen Self-Service portal that we are not utilizing.”

10. Why is it that when I select Email Announcements, there is nothing further to select or read?

The City of Coppell is not using this feature. The button will eventually be removed completely.

11. I’m already signed up for bank draft. Will I be eligible for the $5 credit for signing up for EFT payments?

No. Only account newly signing up for bank draft will be eligible for the $5 discount. You will still be eligible for the $5 discount for signing up for the CSS portal.

12. How do I access the CSS portal?

You can access the CSS portal at https://munselfservice.coppelltx.gov/css/. It is recommended that you use Chrome for the best viewing experience. 

13. I did not receive confirmation email after registration. What do I do?

Please ensure that you used an active email address to register. Please also check that it didn’t get caught in your spam filter. The email will come from DoNotReply@coppelltx.gov.  

14. I reset my password using the Forgot My Password option, but I am unable to login with the new password.

Please try closing current Chrome browser window and opening a new one to try again.