FAQ

• How do I create an account on the customer self-service web portal?
  To register on the website, please have a copy of your most recent bill handy. You will need your portal registration number [such as 55-123456789-1] and the Total Amount Due printed on the most recent bill. From the portal homepage, click on Register, and complete the form. Once the form is completed, you will be sent a confirmation email. Click the link in the email to complete the registration process.
• I’m a new customer. When can I create an account?
  New customers can register on the portal after they have received their first bill.
• Can I create an account on the customer self-service web portal if I have more than one service address?
  Yes, all your service addresses can be linked to one portal account. You will need a copy of the most recent bill for every service address. After creating your portal account, click the Add Another Account link in the left menu. Using the most recent bill, enter the account number and Total Amount Due into the form. When the account is successfully added, you will be sent to the My Accounts page, which will list each linked account. Visit the My Accounts page by clicking the link in the top menu to switch between your accounts.
• How can I sign up for e-billing?
  From the My Account page, navigate to the “Paperless Billing Settings & Communication Options” section and click the Edit button. Change the selection in the drop-down menus from “By Mail” to “By email” to sign up for e-billing.
• If I register for e-billing, do I still receive a monthly bill by mail?
  No, customers who register for e-billing will receive an email notification that your bill is available to view on the portal website.
• How do I make a one-time online payment?
  Login to the website and navigate to the “Pay Now” section of the My Account page. Click the Pay Now button and follow the login instructions from Paymentus, SD1’s third-party secure payment vendor.
• Can I make a one-time payment without logging into the web portal?
  Yes. From the homepage, click the Make a Payment Now button to begin the process. You must have your full account number available.
• What are the fees for online payments?
  Customers who pay using a credit card, debit card, or one-time e-check payment are charged a $2.65 fee per transaction. This is a pass-through fee that is charged by and goes directly to Paymentus, SD1’s third-party secure payment vendor. Customers who sign up for automatic withdrawal by checking or savings account will not incur the transaction fee from Paymentus.
• How can I request a payment agreement with SD1?
  If your account has a past due balance, you may qualify for a payment agreement. Payment agreements can be requested on our customer self-service portal by selecting the “Request Payment Agreement for Past Due Account” option. If your account qualifies and you agree to the terms presented, a copy of the terms will be emailed to you. For questions or additional assistance please contact a Customer Service Representative at 859-578-7450 between 8 a.m. and 4:30 p.m., Monday through Friday.
• Can I access my bill and account history from the customer self-service web portal?
  Once you have registered your account, bills and account history are available in the Account History section. If a bill is available, there will be a link to it under Download Bill. For customers with multiple accounts, you must first go the My Accounts page and select one of your accounts. Please note that bills from prior to July 2022 will not be available on the portal website. New bills will be available to view or download within three (3) business days from the posting date.
• What if I forgot my password?
  From the Log In page, click the Forgot your Password? link. On the new page, enter the email you used when registering with the portal and click the Email Link button. You will be sent an email with a link to reset your password. For security, you will be asked to provide the answers to the secret questions you completed during account registration.
• How can I change my password and/or secret questions?
  Users can change their own password and secret questions at any time. Click the link in the top menu with your username to access the Manage page. From here, click the links to change either your password or secret questions. To change your password, you must know your current password.
• How can I contact a customer service representative?
  Click the Contact Customer Service link in the left menu or the Contact button in the top menu to reach the Contact page. From here, you can use the form to submit a question to customer service staff. Alternatively, customer service staff are happy to answer your questions at 859-578-7450 between 8 a.m. and 4:30 p.m., Monday through Friday.
• How do I update my phone number or account name?
  For accounts with sanitary sewer services, this information is provided to SD1 from your local water district. Please contact your water provider to make the update and that information will be sent to SD1. For accounts with only Storm Water service, you can request those updates by contacting SD1 directly.