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Thank you for visiting The City of Charlottesville Utility Customer Web Site. Our Website was recently upgraded. Due to the upgrade, passwords for the Utility Customer Web site are now case sensitive.

If you already have a Utility web account, set the caps lock on and enter the first 8 characters of your password. If your password does not work, please go to the “Forgot your password?” link on the login screen. You will need to enter your User ID, your Utility Account number and the e-mail address that you have registered in the system. A new password will be sent to the e-mail address you used to setup the web account within 15 minutes.  Sometimes it's easier to copy and paste your new password from the email, excluding the period at the then end of the sentence. Now copy your new password to the login screen. 

If your password does work, we recommend you change your password and follow the new password rules:

  • Must be different than your last 5 passwords
  • At least 8 characters long and can be up to 40 characters long
  • Contain at least one numeric character between 0 and 9,
  • Contain at least one alphabetic character in upper case (A-Z)
  • Contain at least one alphabetic character in lower case (a-z)
  • Contain at least one special character which includes ( ) ! \ $ % : ’ “ ; = & # } ] { [ } {.

When you change your password, you cannot use any of the last 5 passwords previously used. You can only change your password once within a 24 hour period. You must wait to receive your incoming email authorizing your change before logging back in to our site. 

You can use Internet Explorer and Mac Safari. You can also use Mozilla Firefox and Google Chrome but parts of the site may not work with these browsers. 

Google Chrome issues: The autosave for user ID and password aren't saving properly allowing you to access our site and the tabs on the first page of the site will not work correctly but all the rest of the site is available to use.

Mozilla Firefox issues: The tabs on the first page of the site will not work correctly but this can be overcome by going to any other page on the “My Account” site and returning to the first page, the tabs will now work. 

Be sure to turn your pop-up blocker off for the website and if you are using Internet Explorer, please run it using compatibility view (Click on Tools –>Compatibility View) and turn off the pop-up blocker for the web site before you log in.

Click here to read FAQs                                            Click here to go to “My Account”