Common Questions for Pre-Authorized Utility Payments (PUP) on MyToronto Pay

Q1. I’m already signed up for pre-authorized payments. Can I manage my payments through MyToronto Pay?

A1. Yes. If you haven’t done so already create a MyToronto Pay profile, connect to your property and follow the pre-authorized enrolment process. Your utility account will be automatically updated upon completion.

Q2. Can I make changes to my payment information for pre-authorized payments online?

A2. Yes. If you haven’t done so already create a MyToronto Pay profile, connect to your property, follow the pre-authorized enrolment process, and enter your new payment information. Your utility account will be automatically updated upon completion. 

Q3 How much does it cost to use pre-authorized debit?

A3. There is no fee to make a payment from your bank account (Electronic Fund Transfer). MyToronto Pay accepts Visa, MasterCard and American Express. A processing fee of 2.35% will apply to credit card payments and a 1.50% will apply to debit card payments.

Q4. Will I be notified of any payment withdrawals in advance?

A4. Yes, payment notification will also be emailed to you through MyToronto Pay 15 days and 1 day prior to your payment date. This notification will be sent to you in addition to the original issuance of the utility bill.

Q5. When will my pre-authorized utility payment be taken?

A5. Pre-authorized payments through MyToronto Pay will be withdrawn one day prior to the due date appearing on your utility bill. A payment confirmation email will be sent to you on the payment date.

Q6. I need to update my pre-authorized payment information and I have a utility bill due. When do I need to post my new information?

A6. Changes will be accepted up to 3 business days prior to the due date. If a statutory holiday falls on a Friday or Monday, 4 business days will be needed.

Q7. Can I enrol in the pre-authorized payments as a guest?

A7. You cannot enrol in pre-authorized payments as a guest. You must create a MyToronto Pay profile or enrol through an existing profile. If attempting to enrol as a guest, the option to enrol in pre-authorized payments will not be displayed.

Q8. If I just received my current utility bill, can I enrol for pre-authorized payments in time for payment to be taken by the due date?

A8. If a utility bill has already been issued, you can still enrol up to 3 business days prior to the due date, the first payment to be withdrawn one day prior to the billing due date. If it's within three days to your billing due date, please proceed to make payment on your current bill. Enrolment in pre-authorized payments will start with your next billing cycle. 

Q9. My current utility bill is past due, can I enrol in pre-authorized payments?

A9. Pay your current bill. If you haven’t done so already create a MyToronto Pay profile, connect to your property and follow the pre-authorized enrolment process. Your utility account will be automatically updated upon completion. Pre-authorized payments will commence for your next billing cycle. 

Q10. Can I enrol multiple accounts in pre-authorized all at once?

A10. No. Customers with multiple accounts must enrol one account at a time.

Q11. What if after enrolment in pre-authorized payments through MyToronto Pay, my payment withdrawal is not successful?

A11. If you default in payment, you will receive an email indicating that payment was not successful, and you will be requested to initiate a new payment by selecting “Pay Bill" on the Bill Details page, and update payment method under "Manage Pre-Authorized Payments". As a result, you will lose the early payment discount and a fee will be applied for the defaulted payment.