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We’re upgrading to a new billing system to provide a more secure, reliable and user-friendly experience. This page outlines what’s changing, when it’s happening and how to prepare so you can continue managing your account with ease.
Our decision to transition to a new billing system, called the FCLWD Online Utility Access, stems from several key factors:
More transparency on your bill
Easier to use online customer portal
Increased data for our team helps us serve our customers more effectively
Expanded payment options
System Blackout Period
The billing system will be unavailable from October 1 to October 7.
During this time, no payments can be processed and you will not be able to access your existing online account. Please plan ahead.
New System Launch
The new billing system will go live on October 14.
First Bill in the New System
Customers will receive their first bill in the new system starting October 15.
You’ll have a new online payment portal through the FCLWD Online Utility Access.
All customers will receive a new account number. You’ll find this number on your first bill in October. All customers will receive a paper bill for their first bill.
Autopay and saved payment methods will not carry over — you’ll need to set these up again in the new system.
Billing statements will look slightly different, but water service and rates will not be affected.
Here’s what you can expect once the new system is live:
Need assistance? We’re here to help!
A: Currently, you’ll continue using your current online account. On or after October 14, you can create a new online account in the FCLWD Online Utility Access portal. A step-by-step guide to setting up your new account will be coming soon.
A: Yes, you will have a new account number with our new billing system. Your new account number will be on your first bill created with the new billing system.
A: You do not need to create an online account. However, we highly recommend you do so because the new FCLWD Online Utility Access provides more information about your water bill. If you do not want to create an online account, you can still pay via check, phone or in person.
As of April 14, 2025, we have a new payment processing center if you wish to mail your payment. Make your check payable to “FCLWD” and send it to the following address:
Fort Collins-Loveland Water District
P.O. Box 501
Fort Collins, CO 80522
A: Starting October 1, 2025, FCLWD will discontinue its current ACH payment program, meaning your automatic payments will no longer be processed. To ensure uninterrupted service, you’ll need to set up a new recurring payment through our updated system, which offers enhanced security and a more streamlined process. We’ll send you a step-by-step guide to help you transition smoothly before your final ACH payment is processed.
If you would prefer to switch your payment method, additional payment options are available, including online, phone and in-person payments. Stay tuned for important deadlines and instructions on how to make the switch.
A: For all ACH payments, the August bill will be paid in September, on the bill due date. This is the last payment that will be processed using ACH.
A: To ensure uninterrupted service, please update your FCLWD account number with your bank as soon as possible after you receive your first paper bill, when you know your new account number. This change is necessary to avoid any payment delays. Once you’ve updated the account number, verify that your payments are being correctly posted to your account. We’re happy to help you find the best solution if you’re looking for alternative payment options. We will continue to provide more details on how to make this update as our switch gets closer.
A: Your budget billing program is getting an upgrade! The current program will end August 30th, which may impact your September bill calculations. A new and improved budget billing system will be implemented soon, with changes to payment amounts based on updated usage data. We’ll do new budget billing calculations in November and new budget billing will take effect in December. We will provide you additional guidance to help you transition smoothly. If you have any questions or need support during this change, we’re here to help! Stay tuned for more details on next steps.
A: September will be the last month all customer portal, credit card or echeck, payments will be made, including any autopay options. The current customer portal will replaced during the blackout period, with the new portal live on 10/14, called the FCLWD Online Utility Access. You will need to create a new account after you receive your first paper bill in October. If you have any questions or need support during this change, we’re here to help! Stay tuned for more details on next steps.
A: You will not be able to access your previous bills once the current portal is shut down. Please download any bills that you might need before September 30, 2025.
A: It is best to pay your bill before the due date, if you can, to avoid late payment. During this blackout period, you will be unable to make changes to your account, there will be payment posting delays and payment over the phone will be unavailable. You can still pay by mailing a check or bringing a check to our office during the blackout period. We will be unable to post the payment until the blackout period is over, but it will be posted as soon as we are out of the blackout period.
A: Anyone with an account number that starts with “01” is a part of our first billing cycle, which typically would have gone out on 10/7. There will be a delay of a few days for customers in the first billing cycle. They will be billed as soon as possible, within a few days of their typical billing date.
A: If you miss your payment due to these changes, we’re here to help. Please give us a call at (970) 226-3104 if you have any questions about setting up your new online account or paying your bill.
A: Yes! We will be offering appointments and accepting walk-ins for the FCLWD Online Utility Access portal beginning the week of October 27. Appointments will be available:
Appointments will be 20 minutes in length. Please bring your current bill and full payment method information (i.e. Checkbook, debit/credit card)
Depending on workload, we may be unable to accommodate walk in customers, we encourage you to schedule an appointment to ensure we can support you.
Thank you for your patience during this transition. We are confident that the new FCLWD Online Utility Access system will provide a better user experience for our customers and more data that will help us better serve you and understand your needs.
We will be communicating as often as possible throughout the transition. For the latest updates, please look at:
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