WSSP Troubleshooting Guide. Website Edition

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Cora McDaniel
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1 WSSP Troubleshooting Guide Website Edition 1

2 Table of Contents FAQ s 1. Introduction Troubleshooting. 5 A. Login Issues When I login, the page gets refreshed and I have to enter the credentials again I am unable to access my account, I have forgotten my password Can I use the password I received in the from Pinellas County Customer Service as my password? How do I reset my password? I did not receive a password in an . I did not receive any from PCU containing a password I have forgotten my password and my does not match the on record. I am unable to generate a new password I have forgotten my login ID (user ID). 11 B. Visibility Issues I cannot see the usage History Graph, Account Preference and Additional Link Box on the account summary screen 12 C. Bill Issues Where can I see my current bill? How do I print the bill from WSSP?

3 10. How many previous bills can I view? My current bill is not displayed in the billing history list Can I pay my bi-monthly bill from the WSSP website? I cannot see the payment I just made in the pmt history list Where can I see my last payment and where can I see my payment history? Can I enroll for Paperless Bill through WSSP? I am unable to select the Paperless Bill option on the WSSP. 19 D. My Information Update Can I update my address and phone number from WSSP? Can I update my address online? I am trying to update my contact information, but when I click submit nothing happens.. 22 E. Multiple Contract Account Can I have multiple accounts in the existing USER ID? Can I remove an account already registered on the same ID? How can I view the details of the second account?...23 F. Service Orders Is there an option to request a Move-Out from my online account? Where can I place a Reconnection of Service request? Where can I place a Disconnection of Service request? My name has changed and I want to update it on the account. Can the name change be processed from WSSP? What is a Fixed Due Date? Where can I enroll for a Fixed Due Date? What are Bill Inserts?

When I login the page gets refreshed and I have to enter the credentials again Ans.

4 1 Introduction This document is prepared with a purpose to outline the troubleshooting process for the Web Self Service Portal commonly known as WSSP. This document will help the user to troubleshoot the WSSP. 2 Troubleshooting A. Login Issues 1. When I login the page gets refreshed and I have to enter the credentials again Ans. The URL has changed for the WSSP, if you have saved it in your favorites then please update it from the PCU website main page. Click on the PCU home page link at the bottom of the page and proceed to PCU home page 4

5 You will be taken to the WSSP website with new Url. The new Url can also be accessed directly from 5

Enter the valid credential in the field and new password will be sent to the email Id submitted by you.

6 2. I am unable to access my account, I have forgotten my password Ans. The temporary password can be obtained from the Forgot your password link located below the Login button. Enter the valid credential in the field and new password will be sent to the Id submitted by you. After submitting the details the password will be reset and a system generated password will be sent to your address. This may take a few minutes. 6

A system generated password will be sent to you from

password is a combination of various special characters, it is

7 A system generated password will be sent to you from Open the WSSP web page and enter your user Id and copy and paste the password received in the mail (The system generated password is a combination of various special characters, it is advisable to copy and paste the password from the mail to avoid login issue caused due to invalid password) 7

3. Can I use the password received in the e-mail from Pinellas County Customer Service as my password?

Yes, the password received in the e-mail can be used as your password, however we advise you to change your

8 3. Can I use the password received in the from Pinellas County Customer Service as my password? How do I reset my password? Ans. Yes, the password received in the can be used as your password, however we advise you to change your password after the first time you login. To change your password login from the existing password, click on the update my Info Tab Click on the Preferences Tab in the Update My Info Tab 8

9 Enter a new valid password, the password must be 8-10 characters, alphanumeric and have at least one uppercase and one lower case value (e.g. Earth123). Click Update and your password will be updated. Update message will be displayed in the update password information box 9

4. I did not receive a password in an e-mail/ I did not receive any e-mail from Pinellas County Utilities containing password Ans. The password generation may take some time please be patient.

10 4. I did not receive a password in an / I did not receive any from Pinellas County Utilities containing password Ans. The password generation may take some time please be patient. Be sure to check your Junk or Spam boxes. If no is received or if no password is received in an please contact PCU Customer Service at I have forgotten my password and my does not match the on record. I am unable to generate a new password Ans. If the on record does not match, please contact Customer Service and have them update your correct address and then try again to regenerate your password for your WSSP account. 6. I have forgotten my login Id (user ID) Ans. If you have forgotten your Login Id you can submit a request through WSSP. The Login Id will be sent to you on your registered address. Click on the Forgot your user ID? link Enter the account number and address and click submit. 10

B. Visibility Issue 7. I cannot see the usage History Graph, Account Preference and Additional Link Box on the account summary screen. Ans. If you are using Internet Explorer 9.

11 B. Visibility Issue 7. I cannot see the usage History Graph, Account Preference and Additional Link Box on the account summary screen. Ans. If you are using Internet Explorer 9.0 you may face this issue. You can view the graphs and other links if you view the website in compatibility mode. To open the website in the compatibility mode by default, please follow the below steps: Open the WSSP website in Internet Explorer 9.0 Go to Tools Click Compatibility View Settings Add the site Click OK Press Alt button so that you can see the tool bar option at the top. Now, you need to click on Tools and select Compatibility View settings. 11

If you want to display all websites in Compatible View by default, you can do so by checking the option Display all websites in

12 After clicking on Compatibility View settings option, a new pop up will appear and you will be asked to add the websites in Add this website field and click on Add so that web pages which are added will be opened in compatibility mode by default. If you want to display all websites in Compatible View by default, you can do so by checking the option Display all websites in compatibility view. Click on close and you can now view all web pages in the compatible view without needing to make changes every time you surf the net. 12

You can view your current bill by clicking on the View Current bill button

13 C. Bill Issues 8. Where can I see my current bill? Ans. The current bill can be viewed in 3 places on WSSP: 1. You can view your current bill by clicking on the View Current bill button on the top right corner. 2. You can also view by clicking the current billing cycle in the summary box on the main page 13

3. The bill can also be viewed in the Bills & Payments Tab under the history tab by clicking the most recent bill date 9. How do I print the bill from the WSSP? Ans.

14 3. The bill can also be viewed in the Bills & Payments Tab under the history tab by clicking the most recent bill date 9. How do I print the bill from the WSSP? Ans. In June 2011 WSSP updated its Billing system; the new bills are now generated in PDF format. Printing the Bills before June 2011 Click on the bill in WSSP which you want to print, the bill will be opened in a new window 14

15 Select your printer and click OK to print Printing the Bills after June 2011 Click on the bill in WSSP which you want to print, the bill will be opened in a new window Open the file on your local system in the PDF format. 15

16 Click the Printer Icon and print the bill. 10. How many previous bills can I view? Ans. You can view the last 8 periodic bills in WSSP. 11. My current bill is not displayed in the billing history list. Ans. If you have received your current bill in the mail and it is not displayed in the list, please contact Pinellas County Utilities, Customer Service and report the issue. 12. Can I pay my bi-monthly bill from the WSSP website? Ans. Yes, bills can be paid from the WSSP website by clicking Pay My Bill Now in the additional link box on the account summary screen. 13. I cannot see the payment I just made in the payment history list Ans. A credit card payment is updated immediately, as soon as the payment is made. A checking account payment can take two to three days to post. Please check if the payment has been debited to your credit card or bank account. If it is not posted to the Utility account, report this to Customer Service. 16

17 14. Where can I see my last payment/where can I see my payment history? Ans. You can view the payments made on the account in the last 12 months in the Bills & Payments tab under Payments. 17

18 15. Can I enroll for paperless bill through WSSP? Ans. Yes, click on the Bills & Payments and select the Delivery Options and change the Bill Delivery Option to Paperless Bill You can also click on the Bill Delivery Option Change to navigate to the Bills & Payments tab screen. 16. I am unable to select the Paperless Bill option in WSSP Ans. Please contact Pinellas County Utilities, Customer Service and report the issue and they will update you once the issue is resolved. D. My Information Update 17. Can I update my address and phone number from WSSP? Ans. Yes, click on Update my Info and select Contact Information. Select the check box Update/change mailing address if you want to update the address or select the check box Update/Change Telephone Number if you want to update the phone number. 18

19 19

Can I update my e-mail address online? Ans. Yes, you can update your e-mail address online.

20 Once the information is updated you will see the message on the screen. You can also remove the phone number from the account by selecting the check box for Remove and Submit. 18. Can I update my address online? Ans. Yes, you can update your address online. Click on Update my Info and select Preferences enter your new address and click update. Once updated you will see a message on the screen advising this has been updated. 20

Can I have multiple accounts in the existing user Id? Ans. Yes, you can enroll multiple accounts in the same user Id. Click on Update my Info and select Add Account.

21 19. I am trying to update my contact information, but when I click submit nothing happens Ans. Please contact Pinellas County Utilities Customer Service and report this issue and they will update you once the issue is resolved E. Multiple Contract Account 20. Can I have multiple accounts in the existing user Id? Ans. Yes, you can enroll multiple accounts in the same user Id. Click on Update my Info and select Add Account. If the system will not allow you to add the account, contact Customer Service. Enter the name and the account number you want to add in the fields provided and click next. Provide a name for the account and select the checkbox if you want to make this the default account. 21. Can I remove an account already registered on the same Id? Ans. Yes, you can remove the account already registered on the same Id. Click on Update my Info and select Remove Account. Select the account from the drop down list and click on remove. 21

22. How can I view the details of the second account? Ans. The details of the second account can be viewed by selecting the account number from the drop down list on the Account Summary page. F.

22 22. How can I view the details of the second account? Ans. The details of the second account can be viewed by selecting the account number from the drop down list on the Account Summary page. F. Service Orders 23. Is there an option to request a Move-Out from my online account? Ans. Yes, a move out request can be placed online at anytime it is available to you 24X7, however, the request must be scheduled 24 business hours in advance as we do not offer same day service. Click on the Service Order Request select Move Out and submit, confirm, and update your information. Select the reason for move out, enter the closing date and write any special comments you have in the Comments field and Submit. We may need to ask questions or get clarification before processing your request. Please provide a valid contact number where you can be reached. 24. Where can I place a Reconnection of Service request? Ans. Click on the Service Order Request select Turn On Reconnect of Service and submit. Confirm and update the contact information and provide the reconnection date. Update any special comments in the Comments Field. We may need to ask questions or get clarification before processing your request. Please provide a valid contact number where you can be reached. Please use this to request a "Turn-On" only if you previously disconnected your service temporarily and wish to have your service reconnected. If your connection is disconnected due to non payment or if there are any past due charges, contact Customer Service at

23 25. Where can I place a Disconnection of Service request? Ans. Click on the Service Order Request select Turn Off Disconnect of Service and submit. Confirm and update the contact information and provide disconnection date, update any special comments in the Comments Field. A Turn Off Disconnect of Service should be requested if your property has not been sold, and you wish to temporarily disconnect service. Please choose this option if you are the owner, and your property has not yet been sold (no closing date has been scheduled). If your property has been sold and a closing date is scheduled, please select Move Out. We may need to ask questions or get clarification before processing your request. Please provide a valid contact number where you can be reached. 26. My Name has changed and I want to update it on the account. Can the name change be processed from WSSP? Ans. Yes, if your name has changed because of marriage, death of spouse, divorce or a legal name change. All these requests can be placed from WSSP. Click on the Service Order Request select Name Change Request and submit. Confirm and update the contact information and select the reason from the drop down list. Provide the full name which you require to appear in the account. We may need to ask questions or get clarification before processing your request. Please provide a valid contact number where you can be reached. There is no service charge to process a requested name change and the Utility account number will remain the same. 27. What is Fixed Due Date? Ans. A Fixed Due Date is an option which allows customers to choose a bill due date which is different than the bill due date assigned by PINELLAS COUNTY UTILITIES. Customers have the option of self managing the Fixed Due Date through the web self-services portal, by speaking with a Customer Service Representative or by completing an application. You must agree to and understand the following policies regarding the Fixed Due Date. For more information refer to: Where can I enroll for a Fixed Due Date? Ans. Click on the Service Order Request select Fixed Due Date and submit. Confirm and update the contact information and enter the date you want to fix as your due date, provide the reason for fixing payment date and submit. We may need to ask questions or get clarification before processing your request. Please provide a contact number where you can be reached. 23

24 29. What are Bill Inserts? Ans. Bill Inserts contain the Pinellas County Utilities bi-monthly news letter and other important information for our customers. 24

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