FAQs • Santa Margarita Water District, CA • CivicEngage

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Is the Lobby Open for Payments?: Our Customer Relations Specialist will not accept payments in the lobby, but checks may be dropped off in the Drop Box near the flagpole. Cash is not accepted. Payments will post to your account the week of August 28, 2023. No late fees will be assessed during this time.

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SJC Billing System Down for Maintenance

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1. How Long Is the Payment System Down?: The online payment portal is scheduled for downtime due to a system upgrade from Tuesday, August 15 at 5 PM through Friday, August 25 at 11:59 PM.

2. What Type of Payment Can I Make During the Maintenance?: No payments will be posted to your account during the system maintenance, August 15-25, 2023. This includes AutoPay, mailed checks, online credit card payments, cash payments in person, and personal banking payments. Checks may be mailed or dropped off in the official SMWD Drop Box near the flagpole; they will post to your account the week of August 28, 2023.

3. Will My Automatic Payment Go Through?: No. AutoPay will not be processed during the scheduled downtime. Payments will be processed the week of August 28, 2023. No late fees will be assessed during this time.

4. May I Send a Check?: Yes, you may submit a check. It will be posted to your account the week of August 28, 2023. No late fees will be assessed during this time.

5. Are Phone Payments Available?: No, phone payments are unavailable while the payment system is in maintenance mode from August 15-25, 2023. No late fees will be assessed during this time.

6. Is the Lobby Open for Payments?: Our Customer Relations Specialist will not accept payments in the lobby, but checks may be dropped off in the Drop Box near the flagpole. Cash is not accepted. Payments will post to your account the week of August 28, 2023. No late fees will be assessed during this time.

7. Will I Have Late Fees?: No late fee penalties will be assessed during the upgrade.

8. Who is Impacted by the Downtime?: All SMWD customers are impacted. No payments will be posted during the scheduled downtime, August 15-25, 2023. No late fees will be assessed.

9. Why is the System Being Updated?: As part of the rate restructure in San Juan Capistrano, the District is updating its billing system to a new version. This will allow us to serve you more efficiently. During this maintenance period, the entire billing system is unavailable.

10. Who Can I Contact?: We’re here to help! Please contact our Customer Care team by email at CustomerCare@smwd.com or by phone at (949) 459-6420.  We’re available Monday through Friday from 8 AM to 5 PM.