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FREQUENTLY ASKED QUESTIONS

General Questions:

  1. Can I get an extension on my past due bill?

    1. In many cases SLVWD can work out payment arrangements for customers. Please call (831) 338-2153 Monday through Friday, 8:00 a.m. - 5:00 p.m. to speak to a customer service representative.

  2. Do you accept credit card payments?

    1. Yes, we accept credit card payments on-line, at the District office or by phone.


  3. I had a high bill because of a leak; can I get an adjustment?

    1. Yes. SLVWD's District Ordinance No.102 provides a one-time leak adjustment per account, applied to one billing period. To apply for a one-time leak adjustment, please submit your written request and proof of repairs to our Customer Service Department. Proof of repairs can consist of a repair bill, receipt for parts or a picture of the repairs. Upon determining that the leak has been repaired, your bill for the affected billing period may be adjusted by fifty percent (50%) of the usage in excess of your annual average usage.

  4. When are you reading my meter next?

    1. SLVWD reads meters approximately every 30 days.

New Bill:

  1. Why the new billing software?

    1. Our system was 30 years old and no longer going to be supported
    2. Upgrading our system was needed and is allowing us to utilize more modern technology

  2. I am currently enrolled in your ACH auto-pay program. Do I need to make any changes?

    1. You do not need to do anything regarding the ACH payments, this is information that we will transfer over to our new system and will continue to debit your account until you tell us otherwise.

    2. Be aware the change in billing dates will change when your ACH is due, but it should now be more consistent.

  3. When will I receive my new bill?

    1. Depending on your billing cycle, your bill will be sent out on the 5th or 20th of the month (or following business day).
    2. Billing cycles will be based on your route numbers. Your route number can be found in the top right hand corner of your new bill.
    3. This will give customers more fixed due dates they can rely on. The first billing will be July 20, 2015.

  4. Why did my account number change?

    1. In upgrading our software, all customers were assigned with new account numbers.
    2. Your new account number can be found in the top right hand corner of your new bill.
    3. Tenants will now have customer numbers, which will allow BOTH the property owner or the renter to access online bill pay.

Customer Online Portal:

  1. If I currently am signed up online, do I have to sign up again?

    1. Yes, ALL online customers must sign up again. Old usernames and passwords cannot be transferred for security purposes.

  2. How do I sign up online?

    1. To sign up, go to our website: www.slvwd.com and click Online Bill Pay or go directly to the merchant website https://slvwd.merchanttransact.com/ 
    2. Click on the “New User” Tab
    3. Enter in your Last Name or Business Name
    4. Enter in your House/Building Number from your service address (Do not enter in the street information). This information is found in the top right hand corner of your bill
    5. Enter in your Account Number. This information is found in the top right hand corner of your new bill
    6. Enter in your e-mail address and confirm the e-mail address
    7. Create & confirm your password (Password must be 6-12 characters in length)

  3. How do I make a payment?

    1. Log in to https://slvwd.merchanttransact.com/  
    2. Click on the “Make Payment” tab
    3. Enter in your account number. This information is found in the top right hand corner of your new bill
    4. Click the “Make Payment” button
    5. You will then be taken to the payment detail screen. Enter in the required payment information. Once complete, click “Submit Payment”

  4. I forgot my password. What do I do?

    1. Log in to https://slvwd.merchanttransact.com/
    2. Click on the “Password Reminder” tab
    3. Enter the e-mail address that you used to originally set up your account
    4. Click “Send Reminder” and a password reset e-mail will be sent to that e-mail address

  5. How do I sign up for paperless billing?

    1. Log in to https://slvwd.merchanttransact.com/
    2. Click on the “My Profile” tab
    3. Under “Your Accounts” click on your account number
    4. Select that you do not want to receive a paper bill
    5. Select if you do want an electronic bill e-mailed to you




13060 Hwy 9
Boulder Creek, CA 95006
831-338-2153
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