TRANXACT.AI Help

For residents: My utility account and the public utility pages

Written so a city or utility can hand it to its residents: starting service or reporting a problem without signing in, signing up to see and pay the bill online, and what My utility account in the customer portal does. Ends with what staff do with what arrives.

Your utility’s web pages are at /utilities/<COMPANYCODE> on its TRANXACT address — your utility will give you the full link. No sign-in is needed for the first three choices on that page.

Start service at an address

  1. Open the utility page and choose Start service at an address.
  2. Enter Your full name, the Service address, the Postal code, your Email and Telephone, the Start date, and tick the Services you need.
  3. Add Anything else we should know, and press Send my request.
  4. You are given a request number. The utility contacts you to confirm and to set up your account.

Report a leak, an outage or a problem

If you smell gas, leave the building now and call the emergency number from outside. Do not use the form.

  1. Choose Report a leak, an outage or a problem.
  2. Choose What is wrong? — A leak, No power / outage, No water, Low pressure, Gas smell, Damaged meter or Something else.
  3. Enter Where is it?, Tell us more, and optionally your name and a telephone number so a crew can reach you.
  4. Press Send the report. You are given a report number.

Sign up to see and pay my bill online

  1. Choose Sign up to see and pay my bill online. Have a bill to hand.
  2. Enter your Account number and one detail from your bill: the Amount of your last bill, or the postal code of the service address (your utility decides which it asks for).
  3. Enter Your full name, and an email (used only if your account has none on file). Press Email me a link.
  4. Whatever you typed, the page gives the same answer: if the details match an account, a link to finish signing up is emailed to the address on the account, and it works for 7 days.

The link always goes to the email address already on the account, not to one typed into the form. That way a bill picked up by somebody else does not give them your account. If your account has no email, ask the utility to add it.

My utility account (customer portal)

Sign in to the customer portal (I already have an online account on the utility page) and open the My utility account tab.

  • Link your utility account: the account number and the detail from your bill. Add another account the same way. After several wrong tries the form asks you to wait 15 minutes.
  • You owe, Past due and Next due, with Pay now. Your payment shows on the account once the payment provider confirms it.
  • Autopay: Set up autopay with your card. You agree that the utility charges the card for the amount due on each bill on its due date, until you turn autopay off. The card is stored securely by the utility and the security code is never asked for. Turn autopay off at any time.
  • Go paperless (or switch back to mail).
  • Bills, each with its PDF, and How much you used — your use per month.
  • Ask for a payment plan: how many monthly payments. The utility approves or declines it.
  • Start, stop or move service: Stop service (moving out), Move my service to a new address, Start another service, or Something else, with the date.
  • Report a problem, and My contact details — email, telephone and mailing address.
  • Your requests and Payment plans show what you have asked for and where it stands.

For staff: what arrives

  • Everything the public and the portal send arrives on CRM › Utilities › Customer Requests — never as an account by itself. Raise service order turns a request into field work (choose the Premise when the request names no account); Accept, Decline, Mark as spam (public requests) and Done close it.
  • Portal Account Links shows which portal sign-in sees which account and how it was linked; Remove takes a link away.
  • Utility Settings › Take start-service and problem reports from the public closes the two public forms: the page then says online requests are not taken and asks people to call. Portal sign-up proves the bill by chooses the second detail.
  • The public forms accept five submissions from one address in 15 minutes and 100 per company an hour, and ignore automated submissions.