Help

Help

This page is designed to help all the features and benefits of Customer Self Service.  If you need additional assistance, our friendly Customer Contact Representatives are ready to help! Just give us a call at 252-752-7166.

Click on the topic you want to see:
Overview of Customer Self Service
Registering for the First Time
Enrolling Your Account
New Customers
Inviting Others to View Your Account
Bill Delivery Options
Viewing Your Usage
Viewing Your Bill & Financial History
Paying Your Bill Online
Email Notifications
AutoPay
Adding/Stopping/Transferring Services
Adding & Removing Multi-Accounts
 
New Features … Just For You!

We are thrilled to bring you the brand new Customer Self Service section of our website.

More than just a better user-interface which is also mobile-friendly, you will be able to take advantage of new features that will give you more flexibility in how you manage your GUC business. 

As before, you will be able to start/stop/transfer service, view and pay your bill, and review your usage. New to the system, you’ll be able to set up your own user name and password (no more having to remember your account number after you register). You will also be able to select email notifications to alert you when your bill is ready, when it’s due, and when it has been paid.

Good news for parents, roommates, and caregivers – using this site, you can give other people access to your account, either as a visitor (read only) or account holder (full access). If you have multiple accounts, you’ll be able to enroll them all under one registered user name. That will be especially helpful if you own or manage multiple properties. You can even give your accounts descriptive nicknames to help you keep track of them.

The new Customer Self Service area also has enhanced security features. The first time you sign in, you will need to register and verify your contact information. This involves several simple steps and we have directions posted here on our website to assist you.

 

Registering for the First Time

 

The first step for using Customer Self Service is to register. Even if you had online access in our old system, you need to re-register in this new system.  You’ll register first to use the system, they you’ll enroll your account to access and manage it.  Here’s what you need to do:

From the guc.com website, click on the My Account button. It takes you to a webpage with videos, and a button that says Login to your account.

Click on Register, and then choose your own user name and provide your name and email address.  Be sure to remember your user name, because you’ll need it in the next few steps.

Next, you’ll get an email asking you to confirm your email address by clicking on a link.

Once you confirm your email, you’ll be directed back to the site to log in with the user name you just created. You’ll also set your password, which will be 6 – 12 characters of your choice.

You’ll then get a message that you’ve successfully registered.  Registration gets you into the system. Enrolling gets you into your account.

 

Enrolling Your Account

After you’ve registered for Customer Self Service (see video above if you haven’t done this step yet), enrolling gets you into your account. Before you get started, you’ll need:

  • Your new 10-digit GUC account number. All customers got new account numbers in July.  You can find your new number in the top right corner of the bill you receive in July. You can also get it by going to guc.com and clicking on the My Account button. You’ll see a button that says Find My Account #. Click on it to get your new number.
  • Finally, your Personal ID Number (PIN). This is typically the last four digits of the current account holder’s social security number. Going forward, brand new customers will be able to set up their own PIN.

Once you have your 10-digit account number and your PIN, go to guc.com and click on the My Account button. It will take you to the new system and you can log in with your user name and password.

Right away, you’ll see a blue button that says Enroll.  Click on it.

Type in your new account number, click Enroll, then enter your PIN. You’ll get a message that your account has been verified. Now log out, and log in one more time and you’re all set.

If you have multiple accounts with GUC, just click on Manage Accounts in the side menu and click on Enroll again. Now you can manage all your GUC accounts in one place.

 

New to GUC? Welcome!

We are happy to provide you safe and reliable utility services – and we are really excited that you can apply for new service – online.

In order to get started, you’ll need to register with our Customer Self Service system.  It quick and easy. Here’s how:

From the guc.com website, click on the My Account button. It takes you to a webpage with videos, and a button that says Login to your account.

Click on Register, and then choose your own user name and provide your name and email address.  Be sure to remember your user name, because you’ll need it in the next few steps.

Next, you’ll get an email asking you to confirm your email address by clicking on a link.

Once you confirm your email, you’ll be directed back to the site to log in with the user name you just created. You’ll also set your password, which will be 6 – 12 characters of your choice.

You’ll then get a message that you’ve successfully registered. 

On the left menu, click on Request New Account and provide the information requested. You’ll need to know the exact address where you need services, as well as the date you want to start service. If you aren’t sure exactly which services you need (we offer electric, water, sewer, and natural gas), that’s OK. A Customer Contact Representative will get in touch with you to finalize everything. It’s that easy!

AND – once you have service, you can come back and enroll your account so that you can take advantage of the many other online tools, features, and conveniences provided.

 

Inviting Others to View Your Account

Sharing your account access with someone else is one of the great features of our online customer self-service tool.

Say you’re a caregiver or roommate who shares bills, or a student and your parents are helping you out with bills. If they register to use the system like you did, YOU can give them access to your account – whether it’s just to see the account as a guest or even pay the bill electronically.

When you are logged into the system, click on Manage Accounts and you’ll get a list of all of the accounts you have access to (this is the same page where you originally enrolled your account).

Click on the little arrow next to your account. You have several options here to: remove your own access to the account, add a nickname (like stately "Wayne Manor" or "Pirate’s Lair", whatever you want - you’ll be the only one to see it), or to invite someone else to have access to your account.

Click on the Invite button, put in that person’s email address, and choose the type of access you want to give. They will need to register with the system to access the account.

Guest Access means they can see the account, but not pay bills or make changes. Account Holder lets them do everything you can do.

 

Bill Delivery Options

Like getting bills via email? Prefer to get a paper bill? With Customer Self Service, you get to choose!

If you would prefer to get an eBill, signing up is easy.

  • After you log in, click on My Information (under the Account tab in the top menu)
  • Under Bill Delivery Method, click on Update
  • In the dropdown box, select Route via email
  • Click Save and you’re all done.

 

Viewing Your Usage

Seeing your usage and comparing from month to month can help you understand your energy habits and determine how you can make changes and save money.

  • From the Account tab on the top of the page, click on My Usage, or click on the usage diagram on the bottom of your home screen.  From there, you can scroll through the different services you receive and your usage levels.

 

Viewing Your Bill & Financial History

To see your most recent bill, click on the Account tab on the top of the page, and select View Bill.

Then click on the View Bill box, and you will see your most recent bill as a PDF.

You can also see a ledger, or history of your account. From the Account tab on the top of the page, click on Financial History. You will see a list of all your charges and payments for the last several months.

 

Paying Your Bill Online

There are two ways to make a one-time payment online.

  • After you log in, click on either Make Payment (under the Account tab in the top menu) or Pay Now (in the body of the page, under View Bill).
  • From the drop down menu, you can use your checking account information to make a free online payment. Simply provide your routing number and account number. Please note, that for your security, the Customer Self Service system does not save this information.
  • You can also use a credit or debit card to pay your bill. When you choose this option, you will leave GUC’s site and go to the Western Union Speedpay site. Western Union charges you a convenience fee for this service. Once GUC receives the payment from Western Union, we will apply the payment to your account.

 

Email Notifications

With Customer Self Service, you can now select a variety of email notifications, and have them sent to as many email address as you’d like.  This is a great option to help communication between couples, caregivers, roommates, and especially parents of college students about shared bills.

 Here’s how to set it up just the way you want it:

  • After you log in, click on Service at the top of your screen.
  • Click on Setup Emails for Notifications in the left menu.
  • Type in the email addresses you'd like to receive the notifications.
  • Click on Request Notifications on the left menu.
  • To select the notifications you’d like to receive, click on add "add new destination" and choose the email address to receive the message.
     
    • Bill Ready Notification
    • Bill Due Notification
    • Payment Received Notification
    • Late Payment Notification
  • Your emails will automatically go to the email address you have selected for each type of notification.

 

AutoPay

If your account is already set up for AutoPay, our automatic draft service, and you want to keep it that way, you don’t need to do anything. Your bill will continue as it has been. The only difference you may notice is that we are now calling it AutoPay, instead of EZ Pay.

If you want to sign up for AutoPay, here are a few quick steps to follow:

  • After you log in, click on My Information (under the Account tab in the top menu)
  • Under Automatic Payment, select Update
  • Provide the requested information (payment type, routing and account number) and click on Save

That’s it.

There are a couple of other bits of information for you about this section of Customer Self Service that you need to know:

  • The Max Amount option allows you to put a limit on how much can be drafted to pay your bill each month. If you leave Max Amount blank, then the total amount due will be drafted.

If you enter a maximum amount, you will still be responsible for paying any amount on your bill above and beyond that. This can be a good option for customers who budget a certain amount each month and want to make different arrangements if the bill is over that amount.

  • You can update your banking information on this screen.
  • And, if you ever want stop AutoPay, simply click the box labeled Cancel AutoPay.

 

Adding/Stopping/Transferring Services

If you’re moving or adding services to your account, you can speed up the process by doing it online.  Here’s how:

To request new service:

  • After you log in, click on the Service tab on the top of the page
  • Click on Start New Service, and enter the desired address and start date, contact information, and click OK.
  • You will see a notification that your request has been received and a Customer Contact Representative will be in contact with you to finalize.

To stop existing service:

  • After you log in, click on the Service tab on the top of the page
  • Click on Stop Existing Service, and enter the stop date, contact information, and click OK.
  • You will see a notification that your request has been received and a Customer Contact Representative will be in contact with you to finalize.

To Transfer Existing Service:

  • After you log in, click on the Service tab on the top of the page
  • Click on Transfer Service, and enter the stop date, your contact information, and click next. 
  • Next, enter the new address and start date, as well as the services to be connected
  • You will get confirmation that a Customer Contact Representative will be in contact with you to finalize.

 

Adding & Removing Multiple Accounts

Do you have more than one GUC account? You can now enroll all your accounts with just one log in. It’s simple. Here’s how:

  • After you log in, click on Manage Accounts (under the Account tab in the top menu)
  • Click on the Enroll button and enter the 10-digit account number you want to enroll.  You’ll be asked to enter your PIN number and you will see a notification confirming that your account has been enrolled.

Simply follow the process above to enroll as many accounts as you’d like.

Removing an account is simple as well:

  • After you log in, click on Manage Accounts (under the Account tab in the top menu)
  • Click on the arrow to expand the account list. Select Remove My Access for the account you want to delete. You will see a notification that the account has been removed.

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