Show All Answers

1. Will my account number change after January 16?

Yes. The account number is comprised of a unique Customer Identification number (CID) and a unique Account ID number. 

Previously this was listed as the CID number first followed by a dash and then the unique Account ID number. On the new bills, the account number will be listed with the unique Account ID number first followed by a dash and the CID number. The CID number and Account ID number will be the same but in reverse order. See illustration.

2. When can I set up my new online account?

Beginning January 16, you will be able to access the new online utility billing system and create your new online account.

3. What do I need in order to set up my new online account?

You will need your current account number (found at the top right of your utility bill) in order to set up your new online account.

4. What do I need to do if I pay my utility bill through my bank bill pay service?

Be sure to update the account number in your bank bill pay service. To find your new account number, access the new system on January 16 or before your next bill pay and set up your new login. You will need your current account number for this. Your account number can be found at the top right of your utility bill.

5. Will my billing due date and billing cycle change after January 16?

No. Your utility bill's due date and your billing cycle will remain unchanged.

6. Will the transaction fees for online payments change?

No. The transaction fee of $2 for online payment processing will remain in the new system. This $2 fee to pay online with a credit or debit card is a pass-through of a portion of the online processing fees credit card companies charge the City of Allen. 

7. Will the mailing address for pay-by-mail change?

Yes. The new mailing address is PO Box 734802, Dallas, TX 75373-4802. If you choose to mail in your payments for any bill dated on or after January 11, 2020, send them to this address.

8. Will overall costs increase due to these system upgrades?

No. There will be no additional fees or cost increases due to these upgrades. 

9. Why was the Tyler/Munis software chosen for this system upgrade?

This software upgrade is the final step in a multi-year process that brought improvements to several important systems used by different City departments including financials, employee payroll, service orders, permitting and more.

In the 2012-2013 fiscal year, planning for this five-year process began when an RFP (formal bid) went out to find the right replacement software. Several potential software systems were tested by staff over multiple days before the Munis system was chosen because of its full integration capabilities, backend usability and overall value.

Tyler Technologies has led the public sector software industry for several years, and its systems are used by schools, counties and cities across the nation, including several Dallas-area cities such as Mesquite, Southlake, Coppell, Farmers Branch and others.