Frequently Asked Questions
Why is the change being made?
This change is combining payment opportunity, meter reading and usage information, alerts and expanding account related information such as billing history and payment history into one convenient location. The change will give the customer greater opportunity for information access and self-service.
I am already signed up for your online portal, do I need to register again in the mycarmelutilities.com portal?
Yes, to access the new features, usage information, alerts and previously saved financial information, you will need to register.
Do I need to sign up for auto pay again?
No, auto pay will be processed as usual. If you need to update payment methods, registration will be necessary to access that financial information.
What happened to the old portal and my financial information that was saved?
The previous Invoice Cloud portal still exists and holds your financial information, bill delivery preference as it has for more than 10 years. Mycarmelutilities.com works in tandem with the previous portal, combining the best of Invoice Cloud and the Carmel Utilities metering system in one powerful place.
Do I have to make payment through this portal?
No, you can make payment through any method desired. If you desire auto pay, then the mycarmeltutilities portal is the only way to set up auto pay. Auto pay can be set up to use either an electronic check or credit card. (fees apply)v
Can I see my water usage in this portal?
In many cases, yes you can see both daily and hourly usages in this portal. This is a powerful feature which captures the meter reading data and allows customers to access the information in near real time. The usages update every 24 hours. This advancement is due to the metering project undertaken by the utility in 2021.
I can’t see either my daily or hourly usage information, why not?
There are some areas where this feature is not yet possible due to the continued build out of the automated meter reading infrastructure (AMI). The coverage will expand over time and the ability to see detail usage will eventually reach most customers.
Can other people see my water usage in this portal?
No, there is authentication between the mycarmeltulities.com portal, the Utility billing system and the Invoice Cloud portal that occurs during sign-in. The authentication is based upon saved information in each environment and the password established by the customer at registration.
What is the water pressure in Carmel?
Water pressure varies somewhat according the geographic area. The average water pressure in Carmel is 60psi.
Can I get alerts?
Yes, alerts are part of this portal. Not all alert types will be available at the launch of the portal. Most alerts will be delivered as an email. Text or IVR (voice) alerts will only be employed in emergency situations. Please sign up for alerts to receive notifications, such as continual or high usage (coming soon).
Do I have to sign up for alerts to receive emergency notifications?
No, emergency alerts do not require specific consent via a sign-up process. All other coming alert types do require sign up. Text alerts per FCC guidelines do require a sign-up consent unless related to a potential health emergency.
Can I access this portal from a mobile device?
Yes, the mycarmelutilities.com portal is mobile optimized.
How To: Step-by-Step Instructions
How To Register Guide (PDF)
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