New Utility Billing & Payment System Issues
Questions & Answers
Q: I usually have received my utility bill by now, has there been an issue with my account?
A: We did delay sending out some individuals bills as we were waiting on a software patch from our vendor that would fix some issues we had with the bills. The fix was supposed to be ready at the beginning of the week, but it had to be retested several times before it was right. Because of this delay you may notice that your bill is late. We have received and tested the fix on our end and have begun billing again and hope to be caught up by August 27th with all billing batches. We apologize for the delay in receiving your bill.
Q: I can't process a payment. When I try to make a one-time payment and click "OK" to go to the (third party) website it returns to the same page or nothing happens.
A: First, make sure you are using the correct new customer and account numbers (top right section of your bill) in the correct locations. Second, customers may need to turn off or disable their internet browser's pop-up blocker to proceed to the payment page. Customers using the Google Chrome or Safari browser may also need to enable java script. Here are some links to help turn off the pop-up blocker for some of the more popular internet browsers:
Q: I received a confirmation email to complete the registration process, but I'm unable to click the link provided in the email.
A: Some customers have email applications that are not processing the confirmation email correctly. If the link does not work, please copy the full link from the email and paste it into your internet browser's address bar. If the link still does't work, look at the beginning of the URL address; if it starts with http try changing it to https. We are working with our vendor to correct this issue.
Q: I received a bill with a PAST DUE balance, but I paid last month.
A: A printing error resulted in the mailing of bills with incorrect past due notices. If you received a message on your bill indicating you have a past due balance, but you have already made the payment, please pay only the amount due for the current month. We have taken steps to make sure this does not happen again.
Q: What do I need to update if I'm paying my bill directly from my bank. The bank only gives me one field to provide an account number and I now have a customer and account number. What do I do?
A: Every bank has a different format, but your new payment account number for your online banking should be your new City of Chandler Account Number followed by a dash followed by the new Customer Number. For example:
Account#-Customer# or similarly 12345678-87654321.
You will also need to update the mailing address for payments (if your bank requires a remittance address), which is now:
City of Chandler
P.O. Box 52158
Phoenix, AZ 85072-2158
Q: I am a SurePay customer. Do I need to do anything?
A: No. Your information has been transferred to our new billing system and your payment will be withdrawn monthly, as it was before. Please not, SurePay is now called AutoPay. We did have a technical issue where some of our AutoPay customers did not have their bills automatically withdrawn from their accounts and did not receive their email notifications. We found a correction for this issue and will be providing additional information to AutoPay customers soon.
Q: How do I make a donation to the A-OK Program?
A: Please read our A-OK Voluntary Donation Program section.
Q: Can I pay by eCheck with the IVR phone system?
A: Issues with the IVR (Interactive Voice Response) automated phone system have been resolved and you can pay your bill by phone with a credit card or eCheck.
Q: Do I have to use the new online utility billing and payment system?
A: No. Using the system is not mandatory, and there are several payment methods you can use (see below).
Q: Who is InvoiceCloud and why did I receive an email from them or go to their website?
A: InvoiceCloud is the third party payment processor the City contracted with to expand elextronic payment in Utilities and other areas of the City. InvoiceCloud has many years of experience in the industry and have the highest Payment Card Industry (PCI) compliance rating for securing date. In addition to processing payments to the City, InvoiceCloud sends account notifications and provides a secure, PCI compliant, web based infrastructure that creates a seamless payment experience for our customers.
More Utility Services Frequently Asked Questions Here