There are various possibilities for why a payment may fail:
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***Enrollment in My Account means that you've committed to go paperless only. If you also decide to make payments through this program, your next step will be to create a Payment Profile.***
No. When you enroll in My Account you will receive an email notice that your bill is available for online viewing. You will no longer receive paper bills by mail. However, you can always view/print current and past bill statements when you are logged into My Account. In order for Padre Dam to provide online billing services as a free service to customer, we are not able to offer both a mailed paper bill and an electronic bill.
The Authentication Error means you have entered an incorrect Username and/or Password or that you were previously enrolled in e-billing and had your account cancelled. You may want to try entering your information again. Remember your Username and Password are case sensitive, should be 7-30 characters long and include at least one number. Therefore, if there is a capital letter, number or special character included in your password, be sure you are entering it exactly as it should be. If you have forgotten your information, you may request a new password by clicking on the "Forgot Username/Password" button. Your username and a temporary password will then be sent to the email address you have listed with My Account. If your account has been previously cancelled, you will not be able to login as the customer/account number is now locked out of the program.
If you were previously enrolled in My Account and then removed for any reason, such as to receive paper bills again, you will no longer be able to enroll online. If you wish to re-enroll in My Account and stop receiving paper bills, please contact Customer Service (619.258.4600).
If you began the process of enrolling your account but did not finish, your temporary password may not grant you access. In this case, please contact Customer Service (619.258.4600).
If you have already paid your bill and your account shows a balance due, the balance due may be for new charges. New balances are posted on the My Account site no later than Thursday. However, the new statements that explain the new balances aren't posted until Friday. To avoid a duplicate payment please be sure to check your "Payment History" to see if a payment has already been scheduled and/or call Customer Service at 619.258.4600 to confirm. Once payments have been made, they can not be cancelled.
Sometimes an email provider may block an email from being delivered to an Inbox. We have found this to be especially true for email providers with aggressive spam filters. We suggest adding firstname.lastname@example.org to your list of approved senders or contacts list for your email address. This will increase the likelihood of successful delivery of your bills. Contact your email provider if you are not sure of how to add an approved sender to your contacts.
***Please Note*** If you are already enrolled for Autopay, you will need to "EDIT" Autopay to select the new payment profile you would like Autopay to use.
If you don't need to add a new profile and simply want to link the AutoPay to a payment profile that is already listed in your Payment Profiles, then use the following instructions:
No, payments cannot be canceled once submitted. Please double check your information prior to clicking the "Submit" button.