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Have a question? We have an answer.
Why am I being charged for utilities at my apartment?

No matter where you live, all residents either pay for utilities separately or it is incorporated into their rent. Our program encourages conservation and helps reduce your cost by only paying for what you use. Residents are billed at the same rate as the local provider charges your community. Often times these are commercial rates that result in a substantial savings to residents.

Who do I contact if I have a question about my bill?

Contact our Customer Care Center at (770) 528-5999, or toll-free at 1 (877) 635-5734. Our friendly, knowledgeable Customer Care Representatives will be happy to answer any questions you may have. We are also available via email at customerservice@onepointtech.com.

Should I leave a message on the Customer Care Line?

Yes, our Customer Care hours are 9:00am to 6:00pm Monday through Friday, 9:00am to 1:00PM Saturday. Most of the time, a Customer Care Representative will answer your call immediately. Like any business, we experience days and times of extremely high call volume. In lieu of being placed on hold for an extended period, we have learned that most customers prefer to leave a message and have a representative call them back in a reasonable amount of time. Be assured, when you leave a message with our Customer Care department, your call will be returned - usually within just a few minutes. If your call is received after business hours, it will be returned the following business day. When leaving a message, please be sure to include your name, contact number, and identifying account information such as your account number or community name and unit number so that we might better assist you when returning your call.

Can I receive my bill via email?

Yes, free ebilling is available for all our customers. You may switch your delivery method through Customer Care at (770) 528-5999 or toll-free at 1 (877) 635-5734, via email at customerservice@onepointtech.com, or via your online account profile at myonepoint.com.

If I switch to ebilling, do I have to pay online?

No, you may continue to use any of our convenient payment options. You may switch your delivery method through Customer Care at (770) 528-5999 or toll-free at 1 (877) 635-5734, via email at customerservice@onepointtech.com, or via your online account.

What are my payment options?


You may elect to pay your bill online via Visa, MasterCard or eCheck through our website by logging in here. There is a $3.95 service charge for all payments processed through our website. Your payment will post to your account within 30 minutes of your transaction. Please allow 24 hours for your payment to appear in your history online. For your protection, there is a $1000 limit for each transaction.

You may also use your bank's online bill pay service which is generally free through your financial institution. Please check with your bank for more details on this service, including processing times.


Please call the toll-free number 1-855-340-0598 to process a phone payment by Visa or MasterCard. There is a $3.95 service charge for all payments processed via phone. Your payment will post to your account within 24 hours. For your protection, there is a $1000 limit for each transaction.


You may also submit a check or money order through the United States Postal Service to:

PO Box 1849 
Woodstock, GA 30188

Please ensure that your account number and/or service address are included with your payment to ensure your payment is processed to the correct account in a timely manner. Payments are processed to accounts daily, but please allow ample time for your payment to arrive before the due date.


If you prefer a walk-in location, you may also pay using MoneyGram Express. This service is available at any MoneyGram location including Walmart and CVS. You will need your account number and our Receive Code of 7841 to pay using this service. Payments made by 4pm during business hours will post the same day. MoneyGram does charge a fee for this service. Please inquire with your local MoneyGram location for accurate pricing information.

Special Note:

If you live at a community where your bill states "Remit to Leasing Office," please do not remit your payment to OnePoint. Instead, please inquire with your leasing office for further information on the payment options available to you as they will be collecting your payment from you directly.


Why is there a fee for paying online or over the phone?

OnePoint is a "wholesale" billing company. Unlike some retailers or utility providers, we have no margin built into our rate structure to accommodate no-cost credit card processing. Providers offering "free" credit card payments are recovering their costs in the prices they charge consumers for their services. We work very hard in keeping our prices as low as possible for residents. While we want to offer alternative payment methods, we simply will not increase everyone's rates to make this a free service.

As it relates to OnePoint, an online or phone payment fee is applied to any transaction processed through our website or phone payment line. This is also referred to as a "card-not-present" environment meaning that anyone using this service is paying for the convenience of not having to travel to a physical location to make a payment. The amount of our online processing fee is calculated based on the charges incurred by OnePoint from our payment processors.

Online and phone payment fees are commonly found among billing and utility companies. Our customers will find our processing fee to be in line with other municipalities and providers in the area. If you do not wish to pay the fee, please choose another of our many payment options.

Do you charge a deposit?

We do not charge a deposit. However, at most communities, an account establishment fee is charged. This is a nonrefundable one-time fee that will appear on your first bill.

Why are you charging so much for water and sewer?

The water and sewer rates we charge are the same rates that are charged to the community by the local water authority. Often times these are commercial rates that result in a substantial savings to residents. Typically, sewer is billed at a much higher rate than water due to the high cost associated with processing wastewater.

Do you have to come inside to read my meter?

No. We use metering technology that is outside and does not require entrance to your unit.

Why is my water and sewer consumption always the same?

Water and sewer service are both billed based on readings taken from your water meter. Your sewer consumption is based on the amount of water used in your unit on the principle that what comes out of the faucets as clean water will go back down the drain as dirty water. Typically, sewer is billed at a higher rate because it is more costly to clean and treat wastewater to return it safely to the environment than it is to provide potable drinking water.

Why are no meter readings shown on my bill?

If there are no meter readings shown on your bill, this indicates your charges were calculated based on a RUBS (Ratio Utility Billing) method. Using this method, utility charges are calculated based on the size of your home, number of occupants, or both. This is a nationally recognized and approved method of calculating utility charges when it is not physically or economically feasible to meter each unit.

What is the multiplier listed on my bill?

If you see this listed on your billing, it means your community is billed based on a partial allocation system. This means that the meter attached to your unit measures only your hot water usage. Because no one uses just hot water each month, we incorporate a multiplier to calculate your total hot and cold water gallons. This is done by multiplying your monthly hot water usage listed on your bill by the multiplier to get your total billed gallons. We then apply the rate structure listed on your statement to calculate the total bill.

Why is my bill higher this month?

A number of factors can cause a variance in your utility bill from month to month. Did you have an additional guest in your unit this month? Have your usage patterns changed? Was there a change in the rate? Were there drastic changes in the weather? Was the billing period longer? In extreme cases, if your water bill has increased, there is a possibility of a leak. If this is the case, please ask the maintenance staff to check your unit.

Why am I being charged a service fee?

Residents are billed at the same rate for their utilities that the community is charged by the local provider. Often times this is a commercial rate that offers substantial savings to residents. These rates are not marked-up to cover the administrative costs associated with the utility billing process. The service fee helps defray the cost of:

  • If applicable, reading and maintaining the meters and metering equipment
  • Generating, printing, and mailing your bills
  • Customer Care
Why was I charged a late fee on my bill?

If the entire balance is not paid by the due date on your bill, a late fee may be imposed on your next month's statement. For your convenience, we offer a wide variety of payment methods. Processing times vary by method, so please select the option that best fits your needs and schedule to ensure your payment arrives by the due date.

What if I don't pay my bill?

You may be considered in default of your leasing or HOA agreement, which requires your utility balance to be paid in full when due. Not paying your utility bill is the same as not paying your rent or HOA dues. Late fees on your rent or dues may also be imposed if payment in full is not received by the due date on your bill. Similarly, your rent or dues may be refused until the balance is paid.

Can I make payment arrangements or change the Due Date on my bill?

We do not offer payment plans or budget billing. We will note your account with the appropriate payment you will be issuing; however, this will not prevent you from receiving any associated late fees or delinquency notices. Your property is billed based on an assigned cycle where all residents' bills are sent out and due on the same date. Unfortunately, this date cannot be changed.



1 (877) 635-5734