The Basics!

What is Nutiliti?

Nutiliti is a mobile app that handles setup and bill splitting of utilities across the U.S. We are currently in 42 states.

How do you keep my information private?

We don't share your personal information with anyone but the utilities.

We use 256-bit or higher encryption to protect during the transmission of your data to our site.

How do I know Nutiliti is available at my property?

If your property manager has partnered with Nutiliti to manage utilities, you will be notified prior to moving in how to get onboarded onto platform.

Property Manager / Tenant Questions

Who is Nutiliti?

Nutiliti is a nationwide utility management provider. Your property manager has partnered with Nutiliti to provide you with a one-stop shop for all your utility needs. Electricity, gas, water, internet, TV, sewer, and trash, are consolidated and managed directly through the Nutiliti app. The app is available for download on both Apple and Android devices.

What utilities do I need to set-up for my home?

The answer is simple, none! Nutiliti handles the setup of all utilities. Your property manager will communicate all details if an appointment is required to begin service at your address.

How are utilities paid and what are the charges?

Nutiliti pays the bill and then charges you your portion of each bill. There is a monthly service fee that will be charged to your account. Depending on your payment method, a payment processing fee will be assessed (CC: 2.9% + .30, no max ACH: .8%, $5 max).

How do I know what I am paying for?

Nutiliti calculates your portion of each utility bill each month. Your bill is calculated by the number of tenants in your unit.

Why do I need a payment method?

A payment method on file is part of having an active Nutiliti account! Since we do not charge deposits, this is how we help ensure timely payments are made each month. Your information is kept secure and is only used to make payments toward Nutiliti.

Can I pay with cash?

Unfortunately, we do not accept cash as payment method. You can pay with whatever is listed on your account (credit card, debit card, or bank account).

When will I receive my first utility bill?

You will receive your first bill based on the utility provider’s billing cycle; typically, 2-4 weeks after you’ve moved in.

What is a prorated bill?

A prorated bill is where a resident only pays the percentage of the bill according to the number of days their lease was active during the billing cycle. Bills are typically only prorated when someone moves in or out during the middle of a billing cycle. If a bill is not prorated, tenants divide the percentage evenly no matter how many days they were physically present in the unit.

How do I sign up?

Be on the lookout for a Welcome email from Nutiliti with signup instructions. If you are within a week from beginning your new lease and have not received your sign-up instructions, please give us a call so that we can get you set up!

What are your hours of operation?

Our hours of operation are from 8 AM to 5 PM CST Monday through Friday. We are closed on Saturday and Sunday.

If you happen to call outside of our business hours, contact us at support@nutiliti.com and we'll do our best to get back to you by the next business day.

How can I view my utility bills?

Nutiliti will provide you a copy of your utility invoice for each utility each month.

What is the Utility Processing Fee?

Nutiliti charges a service fee for managing all tenant utilities. This fee appears as a monthly service fee depending on our agreement with your property.

Why am I being asked to update my payment method?

There are a few possibilities!

Most likely: The payment method expired.

The payment method was removed due to multiple unsuccessful payment attempts.

Your payment method hasn't changed? No problem!

You can input the same payment information. You can just log into your account and re-enter the payment information there.

My payment was declined for insufficient funds, but I had enough funds. What happened?

Keep in mind that checking account payments take 3-5 business days to process. While there may be enough funds when the payment is made, the withdrawal is completed in your banking account after that time. Check with your bank to see if a transaction is pending or completed.

Why am I charged sales tax?

A Sales Tax is a tax paid to the government for the sale of goods and services. The Nutiliti service falls under the Electronic Data Processing category and the tax amount ranges from 1% to 8% of the Nutiliti Service Fees. These fees are calculated based on regulations in your geographical location.

For further explanation or to learn what % tax you pay for your geographical area, please reach out to support@nutiliti.com

Can I see a copy of my utility bill?

Bills are available for review at tenant's request.

Billing / Payment Questions

How do the utility providers get paid?

Nutiliti pays the utility providers directly. All your utility accounts are automatically set to autopay so that you never have to worry about making a payment. Each tenant will be responsible for their portion of the bill and will receive an automatic deduction from Nutiliti using the payment method on file on the due date of each utility bill.

What is a prorated bill?

A prorated bill is where a resident only pays the percentage of the bill according to the amount of days their lease was active during the billing cycle. Bills are typically only prorated when someone moves in or out during the middle of a billing cycle. If a bill is not prorated, roommates divide the percentage evenly no matter how many days they were physically present in the unit.

Why do I have two months' bills on one invoice?

Utility providers bill in arrears, which means that we receive the bill after your actual usage. Nutiliti then receives the bill and prepares your invoice. Occasionally there are delays in the receipt of actual provider bills. In an effort to keep your invoices on track, the provider bills can be grouped together when we receive them.

Is my bill prorated?

If you use Nutiliti on your own and the utilities are in your or your roommates' name, the bill would also be pro-rated! The bill is pro-rated based on start/end dates and the usage of the bill.  If the roommates have agreed to different percentages or to remove someone from the bill, they can contact us to request that change!

Why am I receiving bills after I moved out?

Utility companies bill in "arrears". This means that you receive the bill after your actual usage dates.

For example: Imagine that your billing cycle is December 1 - December 31. The meter will be read on the 31st, and the bill will be generated after that. It may be several days before it is ready. Nutiliti then receives the bill and prepares your invoice. So, you would receive the bill in the following month.

If you moved out at the end of December, you could expect your bills to be received after that time!

Why a payment would be returned:

NSF = Nonsufficient Funds

No Account/Unable to Locate Account = The account info entered is incorrect.

Non-transaction Account = This usually occurs when a savings account is added to the profile rather than a checking account. Some savings accounts are not approved for online utility payment transactions.

Why can't I pay my bill?

There are a few reasons it might appear that way!·

Not able to access your account to pay the bill? You may have started a new sign-up for the same address, or need to update your payment method on the account. It will not immediately charge your account when you input the information. Once you complete the sign-up, or update the account, you will be able to access the bill!·

Is there an amount listed, but not a way to pay? You have an existing balance. No worries! The remaining balance will carry over to the next billing period, or you can give us a call to make that payment.

What is my Nutiliti service end date?

Your service will end on the date specified by you on your initial registration. It will be your responsibility to make sure that all utility services are either turned off or paid for after the service end date.

Where is my bill?

If your utility provider has published a new bill on their website but you have yet to get a new Nutiliti invoice, the following factors may be at play:

- Your Nutiliti invoice is being processed right now. We make every effort to retrieve all utility bills within 48 hours of them being posted on your utility providers' websites.

- We are now awaiting the release of your other utility bills so that we can deliver them to you on a single invoice. We won't make you late on any of your bills, so don't worry!

- We may not be able to access your utility account because of a problem with your account details. If that's the case, we'll get in touch with you to collect the updated account details.

Am I only being billed for my room?

Each individual room at a residence is not billed separately because the meter at your residence includes usage in all rooms. The bill is based on the meter reading for the entire unit and is divided up equally between you and your roommates.

If you are concerned with the amount of usage your roommates are using, have a conversation with your roommates about ways to conserve.

Move-In and Move-Out

How do I sign up?

We are excited to help you with your utilities bills!

Here's how to get going.

1. Visit our homepage and press the Sign Up button in the upper right corner.

2. Finish the Sign Up phase. (If you have roommates, make sure each person creates an account.)

3. Once your application has been approved, link your services in your account. (We'll take you through the process.)

How do I change my contract dates?

Moving in earlier than planned? Staying a little later? Not a problem. Just submit a request to change your contract dates by contacting us.

If you use Nutiliti on your own and utilities are in your or your roommate's name, we must confirm the request with your roommates before updating your account.

I have a subleaser! How do we transfer the bills?

Contact us and we can get roommate confirmation to remove you from bills! Your subleaser can be added as a new roommate, by signing up!

If I move out early, do I need to cancel my Nutiliti account?

Not necessarily, just contact us! This way we have the correct dates on file and our system will be prevented from including you on any bills that you are not responsible for.

Otherwise, you will be invoiced for utility usage through your move out date as reflected in our system.

If I have an active lease, but don't live there, do I have to pay for utilities?

Let us know, and we can request roommate permission to adjust your end-date and release you from utility responsibilities. If all roommates give their consent, you may be removed from the bill. The bill would be divided between the remaining roommates.

If you have a subleaser, the subleaser may sign up for Nutiliti to assume your portion of the utilities. Contact us so we can ensure the bill is divided properly!

Do I have to pay bills if I move in after my lease starts?

If you use Nutiliti through your property, then yes! Residents are responsible for utility usage through the active lease term regardless of your move-in date.

If you use Nutiliti on your own and the utilities are in your name or a roommates' name, then it depends on when your utilities are set up. You will receive your first bill after your service start-date when your utility accounts are successfully linked. If your roommates give unanimous consent to remove you from a bill, the bill could be divided between the other roommates.

How am I billed if I move to a different unit?

You will be included with an equal percentage on the bill through your Nutiliti service dates!

Be sure to contact us so we can get roommate confirmation to remove you from the old address, and renew service for the new address.

Why is my utility unlinked?

Most likely we need updated information for your account! Have the utility account holder check their email to see what other action or information is needed to manage the provider bill.

Can I change my move out date?

Absolutely! We understand that things change and we want to be flexible. Let us know if you need to change your move out date and we will confirm your move out with your roommates, or in some cases your property. After we've verified your new move out date, by getting approval from your roommates or property, we will make the necessary adjustments in our system and you're good to go!

Electricity

Will I have a contract with the electricity provider?

Yes, we enroll our members in stable electricity plans that require a contract ranging from 1 to 18 months, depending on lease or requested plan.

If I am in a contract, do you pay the cancellation fee to get me out of the plan?

Nutiliti does not pay cancellation fees. If you are in a contract, we will send you an analysis comparing the plan that you are currently in with the lowest plan available for you.

The analysis will let you know if it makes financial sense for you to pay the early termination fee to your current provider to switch to the new plan. The decision of whether or not to switch, as well as paying the fee, will be up to you.

What is Usage?

Usage is the measurement of electricity that is consumed by a specific service address during a specific billing cycle. The unit of measurement for usage is a kilowatt-hour, and usage is notated on your bill with the "kWh" abbreviation. The Usage for your bill is determined by subtracting the Previous Meter Read number from the Current Meter Read number.

What is a kilowatt-hour or kWh?

A kilowatt-hour is the unit of measurement for electricity usage. A kilowatt-hour is abbreviated on your bill as "kWh." The amount of electricity you used at your specific service address for a specific billing cycle is measured by the utility company for your area as the number of kWh used.

What are the Transmission Delivery (TDSP/TDU) charges on my Texas electricity bill?

These are the charges that come from your local Transmission Distribution Service Provider (TDSP) – also known as your utility company or Transmission and Distribution Utility (TDU).

The TDSP Delivery Charge is a mix of usage-based fees and standard monthly fees. These fees are passed through to you without markup from your local TDSP. They cover the cost for maintaining the wires to your home and distributing your electricity. TDSP Delivery charges may fluctuate based on your usage and if your local utility company increases or decreases their fees. All delivery charges are consolidated into one line item titled "TDSP Delivery Charges."Other ChargesThe PUC Assessment is a fee assessed by the Public Utility Commission of Texas (PUCT) and it has always been a part of your monthly price per kilowatt hour. This fee covers the cost of the administration of the PUC Regulatory Act. It is equal to 1/6 of 1 percent of the charges on your bill, excluding sales tax.

The Gross Receipts Reimbursement Charge is a fee assessed by the TDSP to recover the miscellaneous gross receipts tax imposed on retail electric providers operating in an incorporated city of town having a population of more than 1,000.Your TDSP may also charge a non-recurring fee for items such as a new service initiation fee that will not appear on every bill. These fees will appear as a separate line item on your bill. Sales tax charges are collected by authorized taxing authorities, such as the state, cities, and special purpose district.

Can I cancel my contract with the electricity provider?

You are only bound by the contract's individual terms and conditions, which may include an early termination charge. There are no penalties for canceling a contract if you pay the amount or produce the documents necessary to meet the requirements.

Yes, you have the right to cancel your retail power contract at any moment for any reason.

How long is a billing cycle?

Your billing cycle begins and ends based upon the meter reading dates determined by the Transmission and Distribution Service Provider (TDSP, also known as the utility company) for your area. Please be advised that Nutiliti does not control when the TDSP reads your meter. A typical billing cycle is 28-32 days in length, but there is no specifically set length that a billing cycle will always be.

What is an Energy or Generation Charge?

An energy or generation charge is what the Retail Electricity Provider charges you for your electricity usage. This is based on the kilowatt-hours (kWh) of electricity used in a given billing cycle and the rate for that electricity. We calculate the charge by multiplying the number of kWh consumed during a billing cycle by your rate for energy (in cents per kWh).

For example, if you're signed up on a fixed-rate plan at 10.0 cents per kWh and you use 1,000 kWh during a billing cycle, your energy charge would be $100.00: 1,000 kWh x 10.0 cents per kWh = $100.00.Please understand that the number of kWh you use in a billing cycle is not determined by Retail Electricity Provider but by the utility company for your area, based upon their reading of your meter.

Why do I have a power outage in my area?

You could have a power outage in your area due to complications and fluctuations in the energy grid for your area. Such issues can be the result of inclement weather or higher-than-normal usage from increased heat or cold. You will need to speak with the Transmission & Distribution Service Provider (TDSP, also known as the utility company) for your area for more information, as the TDSP is the company that owns, maintains, and reads the lines, poles, and meters in your area.

If you are experiencing a power outage, please contact your local Transmission & Distribution Service Provider (TDSP, also known as the utility company) for assistance.

Water

How are my rates set?

As a regulated company, utilities are required to charge rates that are set by the Public Utility Commission of Texas (PUC) and fair to all customers. Utility rates are calculated based on the cost of operating and maintaining the water and wastewater systems, supplies and materials, as well as capital expenditures for infrastructure, such as pipelines, treatment facilities, pumping stations, storage tanks, equipment and buildings. Daily operating costs include but are not limited to; chemicals; laboratory testing; electricity; fuel; and the salaries of technicians, field operators, administrative personnel and others who help run the water utility.

Why do I have to pay a monthly “water base” and/or “sewer base” rate, whether or not I use any water?

The monthly “water base” and/or “sewer base” rate on your bill is designed to recover a portion of the fixed costs incurred in providing water service to your home or business. These include the cost of maintaining the supply, treatment, distribution and service facilities, including vehicles, fuel, and equipment. These are costs that we incur whether you use any water or not. The monthly rate does not vary with consumption, but rather is related to the size and flow capacity of your meter, unlike the gallonage charge that relates to your water usage.

My water bill seems higher than usual. What can I do?

First, go check your meter. Your reading should be a bit higher than what’s shown on your bill, because you’ve been using water since we’ve issued your bill. Second, review your monthly statements to compare your usage to the same time last year. Look at differences in usage, not just the total monthly amounts.

A number of things can cause a higher monthly bill.
Increases can be caused by the following:
- adding an additional guest or resident
- irrigation or outdoor watering
- seasonal changes, such as summer heat
- new appliance

If none of these apply, check for leaks

Why didn’t someone tell me that my water service was going to be interrupted?

Interruptions in service can be caused by a variety of different reasons. We make every effort to avoid inconveniencing our customers with unscheduled water shutoffs, but sometimes these circumstances are out of our control. Most water outages are the result of water main breaks that we cannot predict. It is impossible for us to give advanced notice of these interruptions.

Utilities have either upgraded the infrastructure used to deliver water safely to your home, or will upgrade the infrastructure in your area. Occasionally construction projects required to replace old, deteriorating infrastructure may cause disruptions in service. In these instances, you will be notified in advance of the hours planned for interruption.

How do you know how much water I used?

We bill you based on your water meter reads. We read the meters monthly on a schedule based on the cycle that your home is located in.

How is the water portion of my bill calculated?

Your residential water service bill is calculated according to:
- Water usage
- Location (Inside or outside city limits)
- Meter size

General class bills are calculated according to:(including apartment, commercial, industrial and municipal)

- Monthly Average Water Usage (referred to as your monthly base amount)
- Excess Water Usage (any amount that exceeds your monthly average usage)
- Usage based rate (rate increase incrementally across 4 tiers as usage increases)
- Meter Size

How do I check for leaks?

If you suspect a water leak, your water meter is an ideal checking device. To test for leaks, turn off all the faucets and other water outlets and keep watch on the scale on your meter. If the hand continues to move, you have a leak.

Regardless of the rate of water loss, search for the cause. It could be as simple as a steady drip from a faucet that needs a new washer. Know that toilet leaks are by far the biggest cause of higher-than-normal water bills.

What should I do if there is a water leak inside or outside my house?

In case of an emergency, such as a burst pipe, quickly close your houseline shut-off valve to prevent costly flood damage. The houseline shut-off valve controls all of the water coming into your house. Everyone in your home should know where the valve is, and know how to turn it off. If you do not have a shut-off valve on your side of the meter, it is your responsibility to have one installed so the water may be shut off in case of an emergency.

If I have a water leak in my yard, why doesn’t the utility company repair it?

Our utility owns infrastructure up to the outlet connection of your water meter. This includes the portion of pipe that runs from the water main to the water meter. As the home owner, you own the onsite plumbing, which includes everything after the outlet connection of the water meter, including the pipe from the water meter to your house and a shut-off valve. Any line, valve, box, device, or leak that occurs past the meter is the property owner’s responsibility and you must pay for the water regardless of the presence of a leak.