My Account Portal
Contact Info
My Account Portal Banner

LOS ALAMOS DPU APP

Los Alamos County is pleased to offer you the Los Alamos DPU App, a convenient way to manage your utility account more effectively online at no cost to you!  Enjoy the following benefits with this new and innovative tool: view and pay your bills, monitor consumption to gain insight into your usage patterns, move your service and more!


FREQUENTLY ASKED QUESTIONS

I am trying to register, but the system is not recognizing my Account number.

When you register, the system will ask for your Account number.  It is really looking for your Customer ID number.  This is a seven digit number that begins with a "2" and can be found in the upper right-hand corner of your utility bill.  If you are unsure what your Customer ID number is, call or email the Customer Care Center at 505 662 8333 or CustomerCare@lacnm.us.    

I’ve used the online system in the past, but I can’t remember my login information.

Contact the Los Alamos Customer Care Center at 505 662 8333 or by email at CustomerCare@lacnm.us.  They can provide you your login information and reset your password. The hours of operation are Monday through Friday, 8 a.m. to 4 p.m.

I am able to logon, but I don’t see any consumption or bills for my account.

Make sure that the correct address is selected for your account.  At the very top of the screen above the “Los Alamos” ribbon, you should see a window with a dropdown arrow to select an address. Make sure the correct address is selected.  You can change the default address by selecting “My Account” on the “Los Alamos” ribbon, select “Profile” and select “Default” for the correct address.

I have multiple accounts but can’t add them all to my online registration / account.

Each utility account number must have a separate email address. Your e-mail address is tied to the registration and creates a unique ID in our software database. We are aware of how this impacts our customers with multiple accounts and apologize for any inconvenience this may cause.  Due to the agreement with our software vendor, we are unable to alter this requirement.

I registered my account, but I still can’t log in or pay my bill.

After registration, an email will be sent to the email address you provided during your registration that will notify you when your account is activated. This may take up to 24 hours Monday through Friday.  You may also call the Customer Care Center Monday through Friday from 8 a.m. to 4 p.m. and ask them to activate your account if you are not able to wait. 

Am I required to input home data when prompted (e.g., square footage, number of rooms, etc?

No, this is optional. You can complete this information at any time, if you choose.

I have a business account. What do I enter in the LAST NAME field?

Businesses must use the entire name in the “last name” field, including any punctuations. If you are unsure, please feel free to contact our Customer Care Center at 662-8333. The hours of operation are Monday through Friday, 8 a.m. to 4 p.m.

 

I want to make a payment online. Is that available?

The Los Alamos DPU App online payment options available are credit card (Visa, MasterCard, and Discover), debit card, and E-check. Please remember when making an E-check payment, that you must enter the entire account number, including any preceding and ending zeroes. If you have questions regarding your checking account number, please contact your financial institution.  

 

Be aware that for the software to process the payment, you need to have a phone number and an email saved in your profile.  If you are receiving notices that indicate that the payment “failed” or “try again later,” check that the phone and email fields in the “Profile” are populated and saved.

Where do I find my account billing and payment history?

The Los Alamos DPU App provides 13 months of account billing and payment history. To find your billing and payment account history, select the “Billing" icon (the $ image) then “History” tab.  Located in this tab are PDF versions of your last 13 bills, simply click the “View” option.

What if I want to change my payment type?

Our Los Alamos DPU App allows our customers to save one payment type.  If you wish to change this, you can do so anytime by going to the “My Account” module and “Payment Info.” You will always be asked to provide your password again when requesting to view payment information.  There is an option to delete or edit your saved payment information.  When you delete your saved payment information an option will appear to “Add Payment Method” towards the bottom left hand of the screen.

I downloaded the app from the Apple or Google Play Store. Why is the app not loading my account information?

Unfortunately, the apps for smart phones and mobile devices have not been updated yet and are not functioning properly.  Customers are advised to use the website in the meantime.  https://lacdpu.smartcmobile.com/portal/

I still have questions. Who do I contact?

If you still have questions about this site, a specific bill or a payment, please contact the Customer Care Center at 505 662 8333 or CustomerCare@lacnm.us.  The hours of operation are Monday through Friday, 8 a.m. to 4 p.m.