Show All Answers

1. Does the city charge a processing fee to pay using the new customer portal?

No. The city does not charge a fee. However, both PayPal & Venmo assess a $1.95 fee.

2. Why is the city implementing a new online payment system?

The city’s current system is outdated. We want to meet customer expectations for a modern payment system.

3. Why do I have to re-enroll if you already have my payment information?

Card and checking account data securely stored in our former system is not transferable to the new system.

4. Will my account number change when I enroll in the new payment system?

Your account number will stay the same.

5. What are the benefits of the new system?

• The new system is more user friendly. 
• View and print up to 18 months of bills, great feature when you need proof of residency. 
• Receive email or text  alerts when a bill generates or payment posts
• New payment options include eCheck, Pay Pal, Pay Pal Credit and Venmo.

6. I want auto-pay on the same date each month, is that possible?

Yes. Pay by credit card and control the day of each month your auto-payment processes. Payments must be scheduled within the 5-day grace period to avoid a 10% late fee.

Note: Debit cards & eChecks do not have this flexibility do to banking rules.

7. Are there additional fees to pay my utility bill online?

No, there are no additional fees and you can pay by text, email, online or by phone.

8. Are there other options for me to pay my water bill than paying through the online system?

Yes.

Phone: 972-547-7550

Drive-thru drop box: City Hall
222 N. Tennessee St.
Off Herndon side street

9. Why is my credit card declined?

Ensure the zip code on your profile matches the zip code linked to the credit card and not your mailing address. When the post office added 75072, not all banks made this change in their authentication systems and it can cause a card to be declined.