1. Why replace VueBill?
Fox Metro originally launched our previous payment system, called “VueBill”, over 16 years ago in 2009. While VueBill served us well for many years, it has reached the end of its service life. As technology and security standards evolved, VueBill was no longer cost-effective to maintain, leading the service provider (Billtrust) to make the difficult decision to retire the VueBill platform effective June 2025.
In order to continue offering secure, efficient, and up-to-date payment solutions, we have transitioned to Billtrust’s newer offering called “eInvoice Connect”, which offers better security and a simpler design while providing the same core functionalities for both our team and our customers while adding additional capabilities.
2. Do I need to create a new account to use eInvoice Connect?
Yes, all Vuebill users will need to create a new account in order to use eInvoice Connect. eInvoice Connect is a completely different platform from Vuebill, and all customers will need to re-register in order to use Fox Metro’s online billing services, including e-billing and automatic payments. For security reasons, no information was imported from Vuebill.
3. Why couldn’t you import my information from Vuebill?
Your account information on the old Vuebill platform was stored securely and encrypted in order to safeguard your personal information and banking details. As a result, we were unable to import any of that data into the eInvoice Connect system. We understand this is an inconvenience to some of our customers, but protecting your personal data will always be our priority.
4. What do I need in order to create a new account in eInvoice Connect?
To enroll in eInvoice Connect, you will need your PIN and Customer ID. These can be found on your bill, which will be printed and mailed to you in the coming weeks. When you receive your bill, you are invited to visit the payment portal at foxmetroilwater.billtrust.com to enroll.
5. I don’t get Paper bills, where can I find my PIN and Customer ID?
Your next bill will be printed on Paper, and mailed to your billing address in the coming weeks. The PIN and Customer ID can be found toward the upper-right corner of the bill.
Since Vuebill no longer exists, your prior paperless billing settings will no longer be in effect and you will get paper bills until you re-enroll and opt for paperless billing.
6. I don’t want to wait for my next bill, should I call Fox Metro to enroll now?
If you do not have a bill currently due, we kindly ask that you wait for your next bill to be issued before calling our offices to enroll.
Our Customer Service teams are always willing to assist you, however the launch of eInvoice Connect has generated a lot of interest and our Customer Service teams are experiencing heavy call volumes leading to excessive wait times, both on the phone and in-person.
Once you receive your next bill in the mail, you can enroll at your own convenience by visiting foxmetroilwater.billtrust.com.
7. Can I still use the old system if I prefer it?
Unfortunately, VueBill is no longer available. However, we believe that the new system will provide a much better overall experience, and we are confident you will enjoy the added features and convenience.
8. Will there be any new fees with eInvoice Connect?
No. Fox Metro is happy to offer this service to our customers for free, though we encourage customers to opt for paperless billing in order to protect our environment and reduce costs.
9. What happens to my payments from VueBill?
Any payments scheduled through the Vuebill system prior to the change will be paid as scheduled, through July 7, 2025. You will not see these scheduled payments within eInvoice Connect, but the payments will be applied to your account as they occur and your balance in eInvoice Connect will be updated accordingly.
10. Is my payment information secure with eInvoice Connect?
Yes! We protect your information with the highest level of encryption available. You can be assured that your information is safe. The website is PCI Level 1 Compliant and SSAE 16 Certified. They are the most stringent certifications to ensure your data is secure.
If you have any further questions or need assistance, please don’t hesitate to contact our customer support team. We appreciate your understanding during this transition and are excited to offer you an even better payment experience with eInvoice Connect.
