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Treasurer - Using Invoice Cloud - Payment

Show All Answers

1. Can I cancel Auto-Pay?

Yes, simply go into your profile and uncheck the auto-pay box that you had previously checked when you elected to opt into Auto-Pay.

2. Can I change a scheduled payment?

Yes, as long as it is changed before the date it was scheduled to be paid.

3. Can I schedule payments?

Yes. You can set up a future payment at any time prior to the bill due date.

4. Can I still send in a paper check?

Yes, you can still pay by paper check. You may pay in person at the Treasurer’s office located on the first floor of City Hall between the hours of 8 a.m. - 5 p.m., Monday through Friday. You may also by mail your check to:

City of Lowell
Treasurer’s Office
375 Merrimack Street
Lowell, MA 01852

5. Can I tell if my payment has been posted?

Yes, simply login to your account and select “View paid or closed invoices”. If you are a registered customer, you will receive an email notification.

6. Can I use a credit card to pay my bill(s)?

Yes, you can. There is a convenience fee when using credit cards which varies based upon the type of card, type of bill and payment amount. The exact convenience fee amount will be displayed during the payment process prior to submitting the payment.

7. Can I use a debit card to pay my bill(s)?

Yes, although technically your debit card will be processed like a credit card, and you will not be asked to enter a pin number. The convenience fee is the same as credit cards, and it varies based upon the type of card, type of bill and payment amount. The exact convenience fee amount will be displayed during the payment process prior to submitting the payment.

8. Can I use more than one payment method per transaction?

Yes, if your biller accepts partial payments, you may use one payment method for part of the transaction and another payment method for other parts of the transaction.

9. Do I need to notify my bank or change bank accounts?

No, your current bank account (checking or savings) will work fine. So many payments are made electronically now that banks are already prepared for online payments. However, if you have arranged through your bank to automatically pay your bill, you need to contact your bank and discontinue the automated payment, otherwise you may pay your bill twice.

10. How do I change my account information?

Simply log into your account and change any of your personal information under the My Profile tab. If you are unable to change some of your information, you may need to call the biller and have them change it for you.

11. How long does it take for a credit card transaction to process if I pay online?

Credit card transactions typically take 48 hours to settle. An authorization is issued immediately; however, it takes 48 hours for the money to be moved.

12. How long does it take for an EFT (electronic funds transfer) transaction to process if I pay online?

EFT transactions typically take 48 - 72 hours to settle.

13. How long will my payment history be maintained?

18 months is the standard retention period.

14. How much does paying online help the environment?

Paying online is only half of the benefit, by going paperless and not receiving paper invoices, you can increase the effect you can have on the environment. There are several ways reducing paper consumption helps the environment, including saving trees and using less gas. According to the PayItGreen AllianceTM, if one in five households were to switch to electronic payments, statements and bills, we could collectively save 1.8 million trees each year and avoid using 103 million gallons of gasoline to mail bills, statements, and payments. If you’d like to be part of that one in five, just sign up to “go paperless” in your account under my profile, paperless options.

15. How should I enter my credit card information?

The information you enter on the payment screen must be exactly the same as it appears on your credit card. This information collected will be used to authorize your payment.

16. 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. It will show an approved number for credit cards or a processed number for electronic check. You will also receive a confirmation email after your transaction is submitted. The email will include your account number, invoice number, amount paid, and confirmation message. If your electronic check does not pass through the bank, you will receive an email informing you of the rejected payment. You may need to call your biller in order to pay again.

17. If I don’t have email can I still process an electronic payment?

No, to complete the online payment process, you will need an email address so that the system can deliver your payment confirmation. If you do not have an email address, you can obtain a free email account from any of the following services: yahoo.com, hotmail.com, or gmail.com.

18. I received an email stating “Thank you for going paperless,” but I did not sign up for paperless!

The paperless box is generally defaulted to enroll you in paperless billing because it helps the environment.

Option 1: Customer must click on “Complete paperless process” link within email to complete enrollment. If they do not, the paperless option will not be active and will drop off system within a few days.

Option 2: Customer can log into account and cancel paperless registration.
Choose >My Profile>paperless option>cancel paperless registration

19. I signed up for Auto-Pay but do not see any information under “My scheduled payments.”

The Auto-Pay date will not appear under scheduled payments. Auto Pay will be debited from the customer’s account on the due date.

20. May I pay my tax bill by credit card at the biller’s office?

Yes, we accept credit card payments in the office for tax bills and water bills only.  Convenience fees will apply the same as if paying online.

21. What are scheduled payments?

Scheduled payments are scheduled individually by you for each bill on your specified date. Scheduled payments that are intended to pay a bill in full are not recommended on bills with past due balances. As interest accrues daily, a scheduled payment will not pay accumulated interest from the time the payment is scheduled to the scheduled payment date thus leaving a balance on the bill. It is best to use the Auto-Pay option or manually pay the bill.

22. What are the costs for paying online?

There are no signup costs or subscription fees. The non refundable convenience fee when using an ACH transfer (electronic check) from your checking or savings account is $0.40 per transaction.

The non refundable convenience fee when using credit cards is a percentage-based or flat rate fee that varies depending on the card type and the bill you are paying. The convenience fee is automatically calculated based upon the type of credit card used and the dollar amount of the bill being paid and is shown on the payment page before you submit your payment for processing.

There are fees imposed by Biller / Invoice Cloud for returned payments, and your bank may charge you a fee based on the bank's fee schedule.

23. What forms of payment can I use?

You can pay by credit or debit card or you may issue an electronic check from your bank account (checking or savings). Please check your biller’s website for the credit and debit cards that are eligible.

24. What if I already have auto-pay or a scheduled payment set up with my bank?

You will need to contact your bank and cancel your automated or scheduled payment before the payment is due (typically payments are made a couple days in advance of the due date, so don’t wait until the last minute).

25. What information do I need to make a payment?

If you are registered, the only information you need to have available to complete a payment transaction is your email address and password. If you make a One Time Payment, then you will also need your bank account or credit card information and your account number.

26. What is a partial payment?

A partial payment occurs when only part of an invoice is paid and may apply if your biller has elected to allow partial payments. Please contact your biller’s office for more information.

27. What is a service or convenience fee?

A non refundable fee added to an invoice to cover various administrative costs associated with billing and accepting payment.

28. What is Auto-Pay?

If you elect to opt in to Auto-Pay, it means that your bills will be paid automatically on their due dates using your default credit card or bank account. This will avoid any late fees and free you from having to remember when to pay.

29. What is the difference between auto-pay and a scheduled payment?

Auto-pay is an automated process which pays your balance in full each billing cycle at 2 a.m. on the due date; scheduled payments are manually entered by you for the date you choose for each bill you choose.

30. When can I pay?

You can make payment or review your account 24 hours a day, 7 days a week. It is always a good idea to pay or schedule a payment at least few days before the due date to allow for processing time.

31. Which bills can I pay online?

You can pay current Utility bills, real estate, personal property, motor vehicle and boat excise tax and parking tickets.

32. Will I be able to print a copy of my bill?

Yes, each invoice is presented in PDF and HTML format. Electronic storage is recommended because it saves paper and has a beneficial impact on our environment.

33. Will I have online access to my account?

Yes, you will have 24 / 7 access to your account for invoice review and payment, payment history and customer service requests.

34. Why am I being charged a late fee?

If you feel that this fee has been assessed in error or you would like more information about late fee charges, please contact your biller’s office.