We apologize for the delayed response times you may have experienced while reaching out to support recently. Due to a higher-than-normal call volume at year-end, our response times have been impacted, and we appreciate your patience.
Thank you for your understanding and continued partnership as we do our best to get back to everyone as quickly as we can. If you are working on year-end processing, many helpful Year-End Resources can be found at . Our team is working as fast as we can to support you.
All of us at Caselle wish you and yours a very happy holiday season!
Recent Articles
Instructions for First Time Utility Users
Version 2026.02 Overview The portal is your city’s secure, web-based payment and account access portal that let’s you interact with your city’s website online. It provides a self-service experience that directly connects you to your account and other ...
Paperless Billing
Version 2026.02 Overview Paperless billing lets you view and manage your bills online, without receiving paper statements in the mail. When paperless billing is turned on, the portal becomes your primary place to access billing information. It's ...
Fixing mismatched or duplicate customer accounts
Version 2026.02 Overview Mismatched or duplicate customer accounts are almost always caused by differences in the underlying records. Because Caselle is the system of record, these issues must be corrected there first. The portal will update ...
How customers records sync between Caselle and the portal?
Version 2025.08 Overview Community Connect Portal stays up to date by syncing records directly from Caselle, which acts as the system of record. This sync ensures that account information, balances, and charges shown in the portal reflect what’s in ...
Why a customer may not appear in the portal search?
Version 2026.02 Overview If a customer doesn’t appear in portal search results, it’s usually because their record isn’t available to the portal yet or doesn’t meet the search criteria. Most issues are related to data syncing or record status. Below ...