Despite hiccups during the debut, the city of Fountain says its new online portal for utilities is now up and running.
Fountain launched the new portal, SilverBlaze, on Thursday morning . Residents attempting to log in to register for the new system and pay their bills immediately encountered issues.
Fountain spokesperson Samuel Stump said that the portal, meant to be a “one stop shop” to replace multiple different sites with a more user-friendly platform, failed to pull over the email addresses of prior online customers. Residents trying to log in received a message saying their email addresses were not valid.
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Stump said users also encountered issues when entering their account numbers by not omitting zeros at the beginning. Account holders must also enter their names exactly as they appear on their bills, he said. Login instructions were sent out to residents via email and can be found online at the city’s website.
By Friday evening at 4 p.m., SilverBlaze had fixed the login issue. Stump said that residents had been logging on in a steady stream over the weekend and on Monday.
Fountain customer service manager Brett Robinson said in a statement that he had “not heard of any other legitimate issues” since the fix.
Account holders logging on for the first time must also re-enter their auto-pay information if they use that service.
Stump said that Fountain was waiving any fees or service disconnections incurred from the start of the new portal through Monday.
“Nobody should have late fees,” he said.
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