FAQ Water Bill Questions


Where do I go to enroll in the online payment portal?
Please visit the following link to enroll: https://www.municipalonlinepayments.com/glencoeil. You will need your account number and last payment amount to create an account. Please note, if you register for an online account, your last bill payment amount will only be needed once for your initial log-in as a security feature.

The Village is pleased to partner with Municipal Services Online to provide online utility payment services. Features of the online system include: 

  • Secure log-in where customers can save account details 
  • Prior transaction and consumption history
  • Bills in PDF format for easy viewing and/or printing 
  • Usage data for your water meter
What features are available on the online payment portal?
Once enrolled, users can make payments for their utility accounts, monitor their water usage and sign up for alerts related to their water consumption.
What can cause a high water bill?
  • older and/or inefficient plumbing fixtures and toilets;
  • an increase in usage due to an increase in the use of water for irrigation, either with or without automatic irrigation systems, especially in dry summer months;
  • filling and maintaining a swimming pool or hot tub;
  • a leak in a water line or plumbing fixture inside the house (a leaking toilet can waste up to 250 gallons per hour) or irrigation system; or
  • lifestyle changes, such as working from home or at-home schooling.

If you suspect that you may have a leak in your private water system, it is recommended that you contact a plumber as soon as possible. The Public Works Department may also be able to assist in identifying potential leaks within your water system. Contact the Water Division at (847) 461-1652.

My bill is higher than last year at this same time of year. Why?

Your bill may be higher than last year due to an increase in your water consumption, which can be verified by contacting the Village’s Finance Department or by using water meter information from the Village’s online portal. This may be caused by increased irrigation use from one year to the next, or, many households are spending more time at home, which in many cases has resulted in a significant increase in water usage in a number of areas, such as more toilets flushing, increased hand washing and bathing and water use for cooking and cleaning, etc. In addition, the difference in the volume of water that is used by older plumbing fixtures versus new WaterSense fixtures is significant and can contribute to the increased usage.

old plumbing fixtures table      

water sense fixtures table

Your bill may also be higher due to any of the reasons noted above (leaks, inefficient plumbing fixtures, etc.). In addition, it is important to remember that rates sometimes increase on an annual basis in accordance with the Village’s budget process, which may also cause an increase in bills year over year. As noted by the water rate analysis completed in Fiscal Year 2018, the Village has not historically charged rates at sufficient levels to support the existing water production and distribution system, which led to recommendations for increases in rates over the next 10 years.  

More information on the analysis can be found by clicking here.  

Are there any convenience fees assessed to customers using the portal?
No. There are no additional fees added to your utility bill if you choose to pay online. 
I pay my utility bill through an online bill payment service provided by my bank. Do I have to set up a profile with Municipal Online Payments?
No. If you have arranged for bill payment through your bank, you do not need to change anything. However, please set up a profile to view your consumption history utility bills and sign up for usage or leak alerts.
Can I just make a payment without creating a username/password?
Yes. You may pay your bill as “guest.” However, by doing so you will need your account number and last payment amount each time you pay your bill using the portal. Village staff recommends creating an account to make it easier to pay bills using the portal in the future.
When is my payment credited to my account?
Payments will be credited to your account within three to five business days. 
How much notice do I have to give you to stop auto-payments?
Please contact the Finance Department via phone at (847) 835-4113 or e-mail at finance@villageofglencoe.org as soon as possible.   
I forgot my password for my online account. How do I reset it?
On the log-in screen, select the “Forgot Password?” link (see below in blue). The system should send a password reset to the e-mail address that you used to set-up the account. If you do not receive the e-mail within 15 minutes, please check your spam or junk folder in your e-mail account.  

forgot password water portal
Can I set up multiple accounts? Can I access them under one log-in and password?
Yes. One of the additional benefits of the online payment portal is the ability to add multiple accounts using the same profile. When you receive your new account number for the new address, simply add the new account to your Municipal Online Payment profile.
Who can I contact if I have additional questions?
Please contact the Finance Department at (847) 835-4113 or finance@villageofglencoe.org.