City of Eden Prairie
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Water and Sewer Utility Billing Procedures/FAQs
EP Bill Pay User Guide
Before you can set up your Eden Prairie utility billing account, you need to receive your first bill which will include your account number.
1. Visit edenprairiemn.gov/WaterBill and click Register Now
2. Enter name EXACTLY as it appears on your water bill
3. Enter your 18-digit account number with the dash, it's located on the top left of your water bill
4. Click Search Invoices
5. Select the top invoice
6. Click Register Selected Invoices at the bottom of the page
7. Enter email address and password
TIP — If you have more than one property account and would like to link them, use the same email AND password for each account.
Autopay
1. Click My Profile and then click Payment Methods
2. Click +Add New Credit/Debit Card OR +Add New Bank and enter and save the payment method details
TIP — As long as Autopay is turned on, your bill will always say DO NOT PAY – AUTOPAY SET UP, even if your payment method fails. If your payment does not go through, you will receive an automated email alerting you to update your payment method and pay your bill.
Update Autopay
1. Click Payment Methods under My Profile
2. Click +Add New Credit/Debit Card OR +Add New Bank and enter payment details, OR Edit an existing payment method
3. Click Autopay under My Profile to ensure your Autopay is connected to the new/updated payment method
Recurring Scheduled Payments
1. Click Recurring Scheduled Payments under My Profile
2. Select a Payment Frequency, Confirm Payment Method and Choose Start/End Dates
TIP — Use this feature if you’d like to make more frequent payments toward your utility bills than the standard quarterly payment. If you would like to pay your bill in full every quarter, simply use Autopay.
1. Click Manage My Accounts
2. Click +Add Account
3. Add the account(s) you would like to have linked to your profile
TIP — Use the same email and password when registering accounts you would like to link.
1. Click Paperless under My Profile
2. Click the box to enroll or unenroll and click Save My Changes
TIP — If you own a rental property and you set your EP Bill Pay account to paperless billing with notifications going to your email, your tenant will not receive a water bill.
You need to save a valid mobile number and payment method to your account before you can use this option.
When a new invoice is generated, you will receive a text notification with the balance, and it will ask if you would like to pay the bill with your saved payment method. You can then approve payments by text when you receive new bill notifications.
1. Ensure you have set up a valid payment method on your account
2. Click Pay by Text under My Profile
2. Check the Sign up for Pay by Text box and enter your cell phone number, and click Save My Changes
This option allows you to pay a water bill without creating an account.
1. Visit edenprairiemn.gov/WaterBill and click Pay Now
2. Enter customer Last Name, Business Name, or if renting, type Resident, and enter Account Number, then click Search Invoices
3. Select the most recent bill and click +Add Selected Invoices to Your Cart
4. Click Proceed to Payment
5. Enter your payment method and amount, then click Continue to Payment Information
6. You will receive an emailed copy of your receipt
1. Click Update My User Info under My Profile
2. Click Remove Email Address and Save Changes
TIP — Use this option if you are renting and moving out of the property, or if you are a property owner and you would like to clear the account so your tenant can register. Homeowners selling their homes do not need to unregister their accounts.
1. Click Update My User Info under My Profile
2. Edit email address and click Save my Changes
TIP — DO NOT click Remove Email Address. Removing the email address will unregister your account and erase saved payment data and other saved settings.
Billing Procedures
Goals and Objectives
A one-time courtesy billing adjustment for water leaks is available to residential utility customers who have experienced a significant increase in water consumption due to a fixture leak, pipe break, vandalism or similar occurrence(s). The billing adjustment is limited to a maximum of $500 and over a maximum of a three-month period. If an adjustment is warranted, the customer will be billed for the actual water consumption but the tiers will be adjusted.
Billing Adjustment for Water Leak Application
Criteria and Procedure
- The customer must submit a Billing Adjustment for Water Leak Application and all required supporting documents. The City does not reimburse for labor or parts.
- An adjustment will be considered if the water consumption for the billing period(s) is 100% more than the property’s historical corresponding quarterly average. For new utility customers without sufficient usage history, it may be necessary to establish additional consumption history before an adjustment can be made.
- Water/sewer utility account must be non-delinquent.
- Repairs must be permanent and made within 60 days of the due date of the utility bill in question.
- Application must be submitted within 90 days of the due date of the utility bill in question.
- Properties under construction/renovation, abandoned or vacant without proper care do not qualify.
- Adjustments will be credited to the customer’s utility account.
- Applications for adjustments can take up to 6 weeks to process.
Goals and Objectives
Periodically the City will be unable to obtain a meter reading on a property owner’s account for a number of reasons. It is the goal of the City to obtain accurate readings. For meters where a reading is not obtained, it may be necessary for the City to schedule an appointment with the property owner to determine why the meter is not reading.
Confirmation of Account Discrepancy
Prior to taking action to rectify estimated readings, the Public Works Utilities Division and/or Utility Billing staff in the Finance Division will try to determine why an actual reading was not obtained.
Notification to Property Owner
The property owner will be notified in writing that an actual reading was not obtained on their account. The letter will further advise the property owner to schedule an appointment with the Public Works Utilities Division. A letter will be sent to either the service address or the mailing address of the property owner with each billing that has an estimated reading.
Corrective Administrative Procedures
If the property owner has three consecutive estimate readings, has received letters notifying the property owner of the estimated readings and has not scheduled an appointment with the Public Works Utilities Division, a non-refundable $50 compliance fee will be added to their bill. The property owner will be charged a $50 non-refundable compliance fee with each billing until an appointment has been scheduled with the Public Works Utilities Division.
Goals and Objectives
Prior to transfer of ownership, the homeowners must notify Utility Billing of the move in order to receive accurate information to close an account and set up a new account.
Information Required for Moving Out
- Account Number
- Effective Date of Closing
- Service Address
- Meter Reading
- Forwarding Address for Final Bill
- Email Address
Information Required for Moving In
- Effective Date of Closing
- Service Address
- Meter Reading
- Homeowner’s Name
- Email Address
Method of Communication and Timing
The property owner can initiate the bill change by completing the start or stop request form online.
Homeowner Water and Sewer Utilities START Service Request
Homeowner Water and Sewer Utilities STOP Service Request
Tenant Water and Sewer Utilities Start Service Request
The City does not read meters between normal billing cycles. Failure to provide a reading could result in delayed or estimated billing. The City does not generate final bills when tenants move in/out.
Goals and Objectives
Payment for service and charges shall be the primary responsibility of the property owner of the premises served and shall be billed to the property owner. If the property owner wishes for a duplicate copy of the bill to be sent to the property management or tenant, the property owner must authorize in writing.
Administrative Processes
- The account will be set up in the property owner’s name.
- If requested in writing by the owner, duplicate copies of the bill will be sent to the property management team or tenant. The duplicate bill sent to a tenant will not have a specific name but will be addressed to “Resident.”
- When a tenant moves out, a final reading will not be obtained. It will be the responsibility of the property owner to divide the utility bill proportionately between parties. When an owner sells a property, a final meter reading will be obtained and the account billed proportionately.
Goals and Objectives
From time to time, a property owner could have financial or extenuating circumstances that affect their ability to pay. The City offers a payment agreement for the payment of arrears.
Payment Agreements
Based on the property owner’s financial circumstances, any extenuating circumstances of the household, and/or prior payment history, the City will develop a payment plan that works for both the City and property owner. Once a payment plan has been worked out between the City and property owner, a letter of understanding will be sent to the property owner. The property owner will sign and send the letter back to the City. The letter shall state:
- Length of the agreement
- Payment amounts
- Payment due dates
- Circumstances if payment is not received
Default on Payment Agreement
If payment is not received by the due date of the agreement, the agreement will be revoked and penalties will begin to accrue on the unpaid balance. Utility Billing staff will send a letter notifying the customer they are in default.
Goals and Objectives
The City of Eden Prairie instituted an increasing block water rate structure to encourage water conservation among our customers, and to more accurately reflect the cost of providing water service during peak usage periods. As a result, the City has received numerous requests to install separate meters for residential irrigation, swimming pools and condo/townhouse units. These requests demonstrate that customers want to be acutely aware of how they are using their water, and they want to be responsible for their individual water use rather than communal usage.
Allowing customers to install additional meters will in many cases align with the City's sustainability goals. However, an overabundance of meters can negatively impact the City through additional asset management and administrative costs.
Administrative Processes
- The City will only read meters (and transceivers) that have been purchased by the property owner from the City.
- The City will only be responsible for administering a maximum of one customer invoice per meter read.
- Each meter being read by the City will be assessed a monthly or quarterly fixed fee. This includes, but is not limited to, well meters, irrigation meters, domestic meters, cooling tower meters and blow-down meters. Fire meters are exempted from monthly or quarterly fixed-fee charges.
- For single-family and multifamily domestic usage, no more than one meter will be read by the City per customer account.
- For irrigation purposes, additional meters can be read by the City on common property shared by multiple PIDs, or for a system irrigating multiple PIDs. In these instances, the property owner should attempt to limit the number of meters installed and should separate irrigation usage from domestic usage.
- Additional metering for irrigation tracking on a single residential lot is discouraged as it most likely results in increased monthly usage costs for the customer and provides little additional information about water usage.
- For 1½-inch meters and greater, the following equipment shall be purchased by customers from the City and installed by a licensed plumber.
- Flange Pack
- Pressure reducing valve (if necessary)
- For 1-inch meters and smaller, the following equipment shall be purchased by customers from the City and installed by the City.
- Meter
- Meter Horn
- Transceiver
- The attached standard plates shall be used for plumbing installations.
- Standard Plate No. XX – Irrigation meter interior
- Standard Plate No. XX – Irrigation meter exterior
- Standard Plate No. XX – Domestic meter
- Standard Plate No. XX – Fire meter
- Standard Plate No. XX – PRV
- Deduct metering should only be allowed when a significant amount of water passes through a primary meter and will not be introduced into the sanitary sewer system.
- All meters, transceivers, pressure reducing valves, flanges, meter horns and other equipment shall be maintained by the homeowner and kept in good working order.
- Meters shall be located in a secure environment accessible only by the City, homeowner and/or homeowner's association.
- All plumbing installations shall be in accordance with the State of Minnesota Plumbing Code.
Utility Billing FAQ
EP Bill Pay
Yes, you may use one payment method for part of the transaction and another payment method for other parts of the transaction.
There are two ways that payment responsibilities can be shared. If the other payer is part of your household, you may choose to share your login information with that individual.
In a situation where personal financial data is not shared, you may forward your email notification to the individual, who will then click on the “View or Pay Now” button and elect to make a one-time payment. The payer will need to enter their name, email address, mailing address and payment information. They will receive the payment confirmation and you can verify their payment by viewing the invoices in your account.
You may need to register to receive electronic bills by email, but registration is not required for One Time Payments. One Time Payments require that you enter your payment information each time you make a payment. By registering, you avoid that step and gain access to your payment history.
Log into your account and select “View paid or closed invoices.” If you are a registered customer, you will receive an email notification.
Simply log in to your account on EP Bill Pay and change any of your personal information under the My Profile tab. If you are unable to change some of your information, you may need to contact Utility Billing and have them change it for you.
Please refer to the EP Bill Pay User Guide at the top of the Water and Sewer Utility Billing Procedures/FAQs page for comprehensive instructions.
Credit card transactions typically take 48 hours to process. An authorization is issued immediately; however, it takes 48 hours for the money to be transferred.
How long does it take for an electronic check/EFT (electronic funds transfer) transaction to process if I pay online?
EFT transactions typically take 48 to 72 hours to process.
The standard retention period for closed invoices is 18 months.
Click on “Forgot Your Password?” at the bottom of the login screen. You will need your account number and email address to retrieve your password. If you’re unable to locate this information, you may contact Utility Billing during business hours.
Your bill can be paid in any of the following ways:
- Email notification-based payment – click the “View Invoice or Pay Now” button in your email.
- Web based online payment – login to EP Bill Pay.
- Phone payments – call 952-949-8382, option 1.
- Paper check – sent by whatever means you choose, including US Postal Service (note: many paper checks today are converted into electronic transactions once they are received) to:
City of Eden Prairie
8080 Mitchell Road
Eden Prairie, MN 55344 - Cash – in person at the City Center. If paying by cash, please note the City does not accept bills greater than $20. Do not send cash through the mail.
When I try to pay my bill, it asks for credit card information and I want to pay by electronic check.
Under “How would you like to pay” click on the drop-down box and choose EFT Check.
Water and Sewer Utility Billing
The utility budget is funded entirely by user fees, not tax dollars. The utility rate structure is designed to maintain the system as it ages and encourage water conservation.
More information can be found on the Water and Sewer Rates page.
- Submit an inquiry to Customer Service or call 952-949-8382.
- The City's new residential water meters allow households to use a smart phone or computer to track water consumption and save money on water bills. Visit edenprairie.org/EyeOnWater to learn more and sign up.
- Web based online payment – login to EP Bill Pay.
- Phone payments – call 952-949-8382, option 1.
- Paper check – sent by whatever means you choose, including US Postal Service (note: many paper checks today are converted into electronic transactions once they are received) to:
City of Eden Prairie
8080 Mitchell Road
Eden Prairie, MN 55344 - Cash – in person at the City Center. If paying by cash, please note the City does not accept bills larger than $20. Do not send cash through the mail.
Call Utility Billing during business hours at 952-949-8382, or submit a request to be contacted by our staff the next business day.
On the request form please describe why you want to be contacted and provide your account and customer numbers, in addition to your email and phone number.
Approximately two days before or after your closing, you will need to submit a request to start or stop service. We will need a meter reading and the buyer's name of your current home. We will also need a forwarding address for mailing the final bill. If there is a credit balance on the account, the refund could be delayed if we do not have a forwarding address.
Homeowner Water and Sewer Utilities START Service Request
Sewer charges are based upon water usage during the winter months.
To calculate sewer use, the City reads your water meter during the winter months to determine a quarterly average. This is beneficial for our customers because water use is substantially less in the winter.
However, if a customer's current actual water use is less than the winter average, then the sewer charge is based on actual water use.
For more information, submit an inquiry to Utility Billing.
- The base charge covers the fixed operating and capital costs for the water and sewer funds. This fixed cost helps to improve revenue stability and is independent of annual water demands. This charge is split equally between the water and wastewater funds.
No, the City does not turn off water when someone moves. When moving in or out of a home that is owned (not rented) it is the buyer and seller’s responsibility to contact the City promptly.
The City will need names, move dates, forwarding address and a current reading to set up an accurate account. The City does not read meters in-between normal bill cycles. Failure to provide a reading could result in delayed or estimated billing.
Water bills are based on how much water is used. Watering the lawn or garden will increase usage, as will the addition of occupants in the home. Leaks can also lead to an increase in your water bill.
Eden Prairie’s residential water meters allow households to track water consumption online. Use the EyeOnWater mobile app or online portal to see exactly how much water you’re using and get customizable alerts indicating leaks. Learn more at edenprairiemn.gov/EyeOnWater.
If your bill is higher than usual or you have any questions about your bill, please contact Utility Billing
It's possible your water meter’s remote data device may have stopped transmitting, or your water usage may have been flagged as unusually high or very low for your property.
If your billing statement reads “estimate” next to the water consumption reading, you should contact Utility Billing to determine the cause of the estimate.