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Frequently Asked Questions
Questions List
Answers
  1. I reset my password and it doesn't work.
     If you have recently reset your password, there could be a couple of reasons why this isn't working.

    1. If you registered your account, but did not confirm the registration, you will not be able to log in.  Please call our office at 916-875-5555 and a customer service representative can resend your confirmation e-mail. 
    2. Shut down all browser windows and use the link in the e-mail you received containing your temporary password.
    3. Try waiting 10-15 minutes from when you receive your temporary password.
    4. If you have reset your password multiple times, make sure you are using the most recent temporary password.
    5. Verify that you are using upper and lower case letters where appropriate in both your user name and temporary password. 
  2. When I enter my account number and parcel number, the message "A Utilities Customer Has Already Registered This Account" appears.
    Below the error message is the orange highlighted email address of the user that has used the Account and Parcel number on their profile. The email address is presented with the characters before the @ symbol masked by hiding all the characters between the 1st and last 3 characters with an *.
         For example:     1234567@gmail.com     would be presented as:      1*567@gmail.com
    If these characters correspond to an email address that belongs to you, the account is on a profile that belongs to you.
    If you don't remember creating the profile, or the email address hint is not familiar, please call our office at 916-875-5555 and a customer service representative will be happy to assist you.
  3. I have Gmail and am not receiving my emails from messages@sacutilitiesmail.com.
    Gmail recently changed how your emails appear.  They have added tabs and are "organizing" your emails.  Most likely, your emails from messages@sacutilitiesmail.com are going to your "Promotions" tab.  If you would like to view them in your "Primary" tab, click on the "Promotions" tab, then click and hold the email you wish to move.  Drag this email to your "Primary" tab and release the mouse button.  After you do this, a yellow box will appear at the top of the screen asking if you want to do this for future messages.  Select yes.  This message only appears for a limited amount of time. 
  4. When I enter my account number and parcel number, the screen displays "Service Location:  NOT FOUND".
    If you have not received your first bill for a parcel, it will not be in the paperless billing database.  You must wait until you receive your first bill for this parcel.

    If you have received a bill for this parcel, verify the accuracy of your account number and parcel number.  If this still does not resolve the problem, please call our office at 916-875-5555 and a customer service representative will be happy to assist you. 
  5. I registered but did not receive a confirmation e-mail.  What happened?
    Some e-mail providers will only deliver messages to your inbox if the sender's address is listed in your address book.  Please add messages@sacutilitiesmail.com to your address book to help ensure that Paperless Billing e-mails are not blocked by a SPAM filter.  Click here for further instructions.  Please contact your internet service provider for information on filter settings. 
  6. I reset my password but did not receive an email with my temporary password.  What happened?
    Some e-mail providers will only deliver messages to your inbox if the sender's address is listed in your address book.  Please add messages@sacutilitiesmail.com to your address book to help ensure that Paperless Billing e-mails are not blocked by a SPAM filter.  Click here for further instruction.  Please contact your internet service provider for information on filter settings. 
  7. I have not received a "Your Statement Is Ready" e-mail.
    Some e-mail providers will only deliver messages to your inbox if the sender's address is listed in your address book.  Please add messages@sacutilitiesmail.com to your address book to help ensure that Paperless Billing e-mails are not blocked by a SPAM filter.  Click here for further instructions.  Please contact your internet service provider for information on filter settings.