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Customer Account Portal FAQs

 

A New Way to Pay

Recology’s Customer Account Portal is your new way to pay your bill, access your statements, view your service calendar, and more all in one place!

Visit the Customer Account Portal

 

 

Please note: This portal is available to Butte Colusa Counties, Vallejo-American Canyon, Vacaville, Dixon, and most Davis customers. All other customers can continue to pay their bills via Pay My Bill.

Frequently Asked Questions

What is the new Customer Account Portal?

The new Customer Account Portal is a new online billing system that makes it easier to manage your Recology account. Pay your bill, view your service calendar, sign up for autopay or paperless billing, and access your account details—all in one place.
When will I be able to access the new portal?

You’ll be able to access the portal once you receive your next bill. This bill will include the Invoice Number and Account Number you need to create an account or make a guest payment.
Can I still pay my bill using the current system?

Yes! Continue to make payments via Pay My Bill until your next bill arrives. After that, payments will be made through the new Customer Account Portal. 
Will I receive anything in the mail when it’s time to switch?

Yes, you will. Your next bill will include step-by-step instructions on how to sign up for the portal, enroll in autopay, and go paperless.
Will my Recology service change?

You will not experience any changes in service. Your waste collection and recycling services will remain the same unless you contact us to request a change.  
Will I need to re-enroll in paperless billing or autopay?  

Yes. Once you sign up for the new portal, you’ll need to re-enroll in both autopay and paperless billing. Step-by-step instructions will be included with your next bill.  
Who can I contact if I have questions in the meantime?

If you have questions, please reach out to your local Recology Customer Service team. We’re happy to help! 
What payment methods are accepted? 

You can pay your Recology bill with major debit/credit cards or from checking/savings accounts.  Customers can also continue to pay in person or by mailing in a check.  

I’ve received my next bill, now what?

How do I sign up for the Customer Account Portal? 

To create your account, head to the Customer Account Portal and select “Register.”

You will need the Invoice Number and Account Number included with your paper bill to register. Use your Invoice Number to fill out the “Invoice Number” field in the online portal, and use your Account Number to fill out the “Account Number” field in the online portal.
How do I make a guest payment?

To make a one-time payment, head to the Customer Account Portal and select “Guest Payment.” You will need the Invoice Number and Account Number included with your paper bill to register.

Can I sign up for paperless billing?

All customers will receive paper bills unless they elect to stop receiving paper statements in the Customer Account Portal. Please note that this request can take 1 – 2 billing cycles to fulfill. To stop receiving paper statements:  

  1. Visit the Customer Account Portal
  2. Navigate to the Manage My Account section and select “Stop paper statements” 
  3. Select “Stop paper statements” from the dropdown 
  4. Complete the form and submit. 

Please note: Once you choose paperless billing, you will no longer receive mailed notifications when your bill becomes available. We strongly encourage you to sign up for automatic payments with paperless bills. Otherwise, you will not receive any additional payment reminder notifications.  Please be aware that if you are currently enrolled in paperless billing and/or automatic payments, you will need to re-enroll for these in the new portal.

If I have several Recology accounts, can I receive separate invoices and statements for each?

If you are a Residential Customer who has accounts for multiple addresses that are serviced by Recology, you will receive a combined statement and invoice for all service locations on the account. To split these into individual invoices and statements for each address, please contact your local Recology Customer Service team.
How do I enroll in autopay?
  1. Visit the Customer Account Portal
  2. Under My Recology Service in the left-hand column, select “Payment Accounts” 
  3. Chose Credit Card or ACH (bank account) 
  4. Scroll down and select either “Save New Card” or “Save New Account” 
  5. Enter your credit card or bank account information 
  6. Return to “Payment Accounts” in the left-hand column 
  7. Toggle “Auto Pay” under Saved Card/Account to on.
Why have I received both an invoice and a statement?

Moving forward, all Commercial and Multi-Family (i.e. Apartments) Customers will receive both an invoice and a statement for each billing cycle. Your invoice shows you new service charges for the applicable billing period. Your statement shows you the overall account balance and any recent account activity (i.e. payments, adjustments and invoices).

 

 

Reading Your Bill

Reading Your Bill

1. Invoice Number
The unique number assigned to this statement or invoice. Enter this number in the “Invoice Number” field of the customer account portal when creating an account.

2. Account Number
The unique number assigned to your customer account. Enter this number in the “Account Number” field when creating a customer account portal account.

3. Balance Due
Your current amount due.

4. Charges and Payments
A log of recent charges and payments from your account.

5. Past Balance Due Summary
A log of past balances on your account over the last 90 days.

6. Payment Coupon
If you’re not signed up for the customer account portal, you can pay by mail by detaching this coupon and returning with your payment in the envelope included.