Customer Portal FAQs
What are some of the benefits of receiving my bill electronically?
This new customer portal, hosted by Invoice Cloud, provides many conveniences. It saves time and allows you to receive bills anywhere, any time! Going paperless is also good for the environment.
What are some of the benefits of paying a bill online?
Paying online with a credit/debit card or payment app gives you the flexibility to pay how and when you want. It saves you the work of writing and mailing a check.
Using the System
I am an auto-pay customer, do I need to register?
If you are a current auto-pay customer, your account will continue to be paid without any further action. If you want to change your billing information or view your bills, you will need to register on the new customer portal.
What if I can’t locate my bill?
If your bill is not showing, please double check that the correct information was entered in the search criteria. For example, an exact match may be required. Enter the first 10 digits of your account number and last name, and your account will be accessible. You cannot search for your account by phone number or service address.
Do I have to enter an email address to make a payment?
Yes, an email address is required so the payment confirmation/receipt can be sent to your email inbox.
Will I receive a confirmation email that my bill has been paid?
Yes, you will receive a confirmation email.
Do I need to register to pay a bill?
Registration is not required for a ONE-TIME PAYMENT. However, by registering you’ll be able to view prior history, set up automatic payments and store payment information.
You can also set up automatic payments without registering. However, if you want to view your bills and change/update your payment method, you will need to register.
I forgot my Password. How do I access my account?
Click “Forgotten Password?” at the bottom of the login screen. You will need your account number and email address to retrieve your password. If you’re unable to locate this information, you can call Customer Service at (408) 279-7900 for help.
What forms of payment can I use?
You can pay online with a credit or debit card. We accept Visa, MasterCard, AMEX, PayPal, Venmo, Google Pay, Apple Pay and EFT.
Is there a maximum limit when making a payment?
There is a maximum limit of $1000 per transaction when paying with a credit card, debit card, AMEX, Apple Pay, Google Pay, Venmo, Pay Pay, etc. (any form of digital payment). You can make up to three payments ($1000 max) payments within 5 days. After the fifth day, the system will reset. You can make another three payments within 5 days. Each transaction will be assessed a $1.75 convenience fee.
NOTE: There is no limit when paying from a checking or savings account.
What is a service or convenience fee?
There is a non-refundable $1.75 fee added to all digital transactions. This includes payment methods such as credit cards, PayPal, Venmo, Google Pay, and Apple Pay. This fee is added by InvoiceCloud to cover various administrative costs associated with billing and accepting your payment.
NOTE: There is no fee for establishing MONTHLY REOCCURRING AutoPay for checking or savings accounts to pay your balance in full each billing cycle by the due date.
How will I know that my payment has been accepted?
After you submit your payment, you will see a payment confirmation screen. It will contain your payment confirmation message. You will also receive an email confirmation after your transaction is submitted. The email will include your account number, invoice number, amount paid and confirmation message. If there is an issue with your payment, you will receive an email informing you of the returned payment.
Can I use more than one payment method per transaction?
Yes, you may use one payment method for part of the transaction and another payment method for other parts of the transaction. For example, customers can split the total amount of the bill and pay that amount using a credit card. The remainder of the bill can be paid using a checking account.
How long does it take for online payments to process?
Balances are updated immediately in the customer portal. However, credit card transactions are authorized immediately and typically take 48 hours to appear as a transaction from your financial institution. ACH transactions typically take 48 – 72 hours to be reflected in your bank account.
Can I tell if my payment has been posted?
Yes, simply login to your customer portal and select “View paid or closed invoices.”
Where can I see my balance due?
Once you log in to your customer portal, you will see your current balance in the top right corner of the page under “Balance Due.”
How long is my payment history available for?
Each month, your new billing statement will be added to your profile. Payment history will show up to 36 months.
Will I be able to print a copy of my bill?
Yes, each invoice is presented in PDF and HTML format and can be printed.
How do I change my account information?
Simply log into your InvoiceCloud account to change your personal information under the My Profile tab. If you are unable to change your information, you can call us at (408) 279-7900.
What is AutoPay?
AutoPay is a convenient option in which bills will be paid automatically each billing cycle on their due dates using your default credit card or bank account. You will be freed from having to remember when to pay your bill. Login to your account and click AutoPay to enroll. A fee applies to any credit card payment.
NOTE: There is no fee for establishing MONTHLY REOCCURRING AutoPay for checking or savings to pay your balance in full each billing cycle by the due date.
Can I cancel AutoPay?
Yes, simply login to your InvoiceCloud account and click AutoPay. Select Edit, change the status to “No, I do not want AutoPay” and save. To modify, go into your profile and uncheck the AutoPay box that you had previously checked when you elected to opt in.
What are scheduled payments?
Scheduled payments are individual payments that are scheduled for a specific date prior to the bill due date. The date of a scheduled payment can be changed as long as it is adjusted before the date scheduled.
Can I start receiving paper bills again?
Yes, simply login and click Paperless. Then, select “No” and save your changes.
Is my information secure?
Invoice Cloud uses the highest standards in Internet security. Account information displayed within the payment portal is truncated to protect confidential data. Any information retained is not shared with third parties.
Is my credit card and checking account information safe when I pay online?
Absolutely. Invoice Cloud will safely store your financial information using Payment Card Industry (PCI) Compliant systems. This includes truncating (abbreviating) account numbers so that even we do not see your complete account information.