Go Paperless Frequently Asked Questions

Go Paperless Basics

• How does the Go Paperless service work?

  eBill is a paperless billing option that offers customers flexibility in viewing and paying their monthly bill – anytime, anywhere. With eBill, customers lessen their environmental impact by receiving e-mail notifications to view their monthly bill online rather than getting a paper statement through the mail. Customers can pay their bill through the eBill website or by choosing any one of GRU’s many payment options.

• Is the Go Paperless service secure?

  Yes! With eBill, GRU customers’ account information is protected by the latest 128-bit encryption technology. Also, in contrast to paper billing, eBill eliminates the worry of bills getting lost or stolen in the mail.

• Who can sign up for Go Paperless?

  Business and residential customers who have received at least one paper statement in the mail can sign up for eBill. Customers with new accounts can sign up for eBill after they receive their first paper statement for that particular account in the mail.

• Can I continue to receive my paper bill?

  No. Customers who sign up for eBill will no longer receive paper bills in the mail. Instead, they will receive monthly e-mails when their current month’s bill is available. Customers who wish to have a copy for their records can save or print the bill from the eBill website.

• Will I still receive the customer newsletter and other bill inserts?

  Yes. These will be available as links on the monthly e-mail notification and on the eBill website. Other important information about services is also available on GRU's website.

• Will signing up for Go Paperless change when my bill is due or when my meter is read?

  No. Your due date, schedule of billing and meter reading will remain the same.

Signing up for Go Paperless

• What information do I need to have handy when I sign up for Go Paperless?

  When signing up for eBill, customers need to enter their account number and the name of the account holder exactly as it appears on their paper bill.

• If I already have a username and password to log into GRU’s website, do I need to create another username and password for Go Paperless?

  Yes. The eBill and GRU sites are two separate websites that offer different services (view a comparison). Customers will need to formally sign up for both services.

• GRU has two ways to login and access account information: Go Paperless and Account Tools. What is the difference?

  To see what services are available on each site, view What's the Difference?

• What if I have multiple accounts with GRU? For example, if I have an account at home and for my business, how do I access them through Go Paperless?

  Customers with multiple accounts can access all of them using a single username and password. To enroll multiple accounts under the same username and password, sign into the eBill website, then go to Account Management > Billing Accounts.

• Can I have multiple Go Paperless usernames and passwords for a single GRU account? For example, can my roommates and I each use separate usernames and passwords to view our Go Paperless bill?

  No. Each GRU account can only have one eBill username and password.

Paying Your Bill

• Can I make a payment through Go Paperless?

  Yes; eBill customers can pay through the eBill website using their bank account or credit, ATM or debit card. eBill customers can also choose any of GRU's convenient payment options.

• Do I have to pay through Go Paperless?

  No. eBill customers can choose from any of GRU's convenient payment options.

• If I schedule a payment for a future date through Go Paperless, what time of day will the payment be posted?

  The payment will be posted the morning of the scheduled date.

• I use GRU's recurring bank draft payment option. Can I also sign up for Go Paperless?

  Yes. Customers can still pay by recurring bank draft (formerly AutoPay) and receive an electronic version of their bill through eBill. If you are already enrolled in GRU's recurring bank draft program, it is not necessary to make payments through the eBill site as your payment will be automatically withdrawn from your bank account.

Getting and Viewing Your Bill

• I keep records of my bills. Will Go Paperless save my previous bills?

  Customers can view up to six months of billing history on the eBill website. Customers who wish to have a copy for their records can save or print their bill.

• Why doesn’t Go Paperless send me an e-mail attachment of my bill, rather than sending me to a website to view it?

  Websites are better at protecting personal information because they have higher encryption technology than most e-mail services. Anyone can intercept an e-mail, which makes sending personal information as an attachment risky.

• Where can I view my complete payment history?

  To view payment history up to 24 months, login to GRU’s website. Note: This site requires a separate username and password from the eBill website.

• Can I view an electronic copy of my bill without signing up for Go Paperless?

  No. You can only see a full copy of your bill electronically by using eBill. However, you can view an account summary and consumption, billing and payment histories through GRU's website .

Cancelling Go Paperless

• Can I cancel Go Paperless and begin receiving my paper bill later?

  To cancel the eBill service and begin receiving paper bills, log on to theeBill website.On the Account Summary page, click on Billing Accounts on the right side of the page. On the Billing Accounts page, you will see links for Edit and Delete to the left of your account number. Click Delete to remove an account from eBill. You will then be asked to confirm that the account should be deleted. Click the OK button to remove the account.

• If I cancel my Go Paperless service, can I sign up again later?

  Yes. However, depending upon the length of time it has been since you last subscribed to eBill, your billing and payment history may not be viewable from the eBill website.