Public Utilities Introduces New Payment Process

A new billing system will provide customers with access to a new online customer portal with improved features to enhance the customer experience. 

The new system, Invoice Cloud online portal, offers several convenient ways for customers to view and pay their monthly City Services Bill: 

• Pay online as a guest or registered user. 
• Enroll in paperless billing. 
• Enroll in autopay. 
• Enroll in pay-by-text. 
• Schedule a one-time or recurring payment. Customers will have the option to schedule their recurring payments for the same day each month. 

Other improved features that will be available to Public Utilities customers include: 

New Account Linking 

Customers can now link multiple Public Utilities accounts within a single log-in in the Invoice Cloud portal. With this feature, customers can view multiple open bills across accounts and pay with a single transaction.  

With linked accounts, multiple bill notification emails scheduled for the same day are grouped into one email rather than sent separately. Payment confirmation emails are sent separately. 

Improved Paperless Billing 

Customers will no longer receive a paperless bill as a PDF attachment in an email. Instead, emails will notify customers each time a new bill is available and include a link to the Invoice Cloud portal to make or schedule online payments.  

Current paperless billing customers will not need to re-enroll with Invoice Cloud to continue receiving this service. Their paperless billing status will carry over to Invoice Cloud.  

Anyone wishing to enroll in paperless billing can do so with the click of a button in the Invoice Cloud portal. 

Improved Autopay 

Customers will be able to use a bank account OR a credit card for their autopay plan, offering flexibility in payment options. Autopay customers will receive an email notification three days prior to payment processing and a payment confirmation email after the payment has been automatically processed. 

Current autopay plans without an end date will carry over to Invoice Cloud automatically.  

Autopay plans with a designated end date will not carry over, and customers will need to re-enroll in the new Invoice Cloud portal after July 8. 

All current autopay customers will receive an email from us through Invoice Cloud notifying them of their autopay plan status and whether any further action is required. 

New Paperless Bill Type – Water Service Cutoff Bill 

Customers enrolled in paperless billing or with an associated email in the Invoice Cloud portal will receive an email notification if their water service is ever disconnected due to nonpayment.  

This real-time notification will include a link to view the cutoff bill and the payment amount needed to restore service. This new bill type is intended to provide more opportunity for customers to make payment in time for same-day restoration. Water service will be restored the same day if full payment is made before 3 p.m. 

Updated Service Fees 

• No fee: No fee is charged to customers who use a bank account transfer (ACH) payment method to make an online or pay-by-text payment AND are enrolled in paperless billing. No fee is charged to customers who use an ACH payment method to pay their bill via autopay withdrawal. 
• $1.75 fee: A $1.75 fee is charged to customers who use a bank account transfer (ACH) payment method to make an online or pay-by-text payment and are NOT enrolled in paperless billing or autopay. A $1.75 fee is charged to autopay customers who receive paper bills and make an ACH payment not related to their autopay withdrawal. 
• $3.50 fee: A $3.50 fee is charged to customers who use a credit/debit card payment method, regardless of their enrollment in paperless billing or autopay. 

Visit VirginiaBeach.gov/InvoiceCloud for more information and answers to frequently asked questions.