The following FAQs may help answer your most common questions related to Online Payments.
Q: What is Invoice Cloud?
A: Invoice Cloud is a web-based, electronic invoice presentment and payment company that we have partnered with to provide faster, more convenient collection services to our customers.
Q: What is the relationship between the City of Pittsfield and Invoice Cloud?
A: The City of Pittsfield wanted to make paying bills easier for their customers, but didn’t have the electronic presentment and payment systems required to display, safely process and store financial information. The City of Pittsfield chose Invoice Cloud because it is easy to use and the security is the strongest available. All the data collected is double encrypted and stored on secure servers. The data is not sold or released for any purpose other than to complete transactions.
Q: Is my information secure?
A: Invoice Cloud uses the highest standards in Internet security. Account information displayed within the customer and biller portals is truncated to protect confidential data. Any information retained is not shared with third parties.
Q: What are some of the benefits of paying a bill online?
A: Paying online with a credit card or electronic check saves time, gives you the flexibility to pay how and when desired, and saves money (no more stamps, paper checks or envelopes), and Invoice Cloud will store your information for future use – but only if you choose to store it.
Q: What if this website is down or for some reason I am unable to use this site?
A: Please be aware that interest and fees will not be waived if this website is inoperable for any reason or if data entry errors occur. If the website is inoperable, payments can be made by mail, by phone in some locations or at the biller’s Office.
Q: Who has access to my account?
A: You and Biller’s authorized staff. No one will have access to your financial information as all check routing numbers and credit card numbers are truncated, so you never have to worry about security. As a security precaution, we don’t even show your full financial information back to you.
Q: How does the system work?
A: It is very simple. Here are the 3 steps taken by customers:
- Customer accesses account via the Biller website by clicking on the “View or Pay Your Bill” button.
- Customer locates and views invoice and either enters payment information for a One Time Payment or registers to schedule a payment.
- Customer receives an email confirmation with their payment amount and payment process date.
Q: What forms of payment can I use?
A: You can pay by credit or debit card or you may issue an electronic check from your bank account (checking or savings) when using Invoice Cloud. Kelley & Ryan currently accepts payments by ACH (electronic check) from your checking or savings account. Payments are also available by using your debit or credit card (MasterCard and Visa). ** PLEASE NOTE: Water/Sewer bills cannot be paid with a VISA card.
Q: Are my credit card and checking account information safe when I pay online?
A: Absolutely. Invoice Cloud will safely store all of your financial information using Payment Card Industry (PCI) Compliant systems. This includes truncating (abbreviating) account numbers so that even the Biller does not see your complete account information.
Q: What is PCI Compliance and why is it so important?
A: PCI stands for Payment Card Industry, and compliance with the industry standards is a requirement for those that accept the major credit cards and for software providers who have applications which involve the transmission and/or storage of credit card information. If breaches are found on systems that are not PCI compliant, the major credit card companies have the ability to levy significant fines on the offending parties.
Q: Can I still pay my bill or purchase a city service by US Mail or in person?
A: Yes. This is an incremental service; all existing office, telephone and mail services remain. Specifically, this service gives customers who do business with the City of Pittsfield a convenient, efficient, and user-friendly way to pay bills or purchase city services 24 hours per day, 7 days a week.
Q: Which bills can I pay online?
A: You can pay current Real Estate Taxes, Personal Property Taxes, Motor Vehicle Excise Taxes, Water/Sewer Bills and Parking Tickets. You may also order copies of Birth Certificates, Death Certificates and Marriage Certificates and pay for Dog Licenses online.
Q: What are the costs for paying online?
A: 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 or debit 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 or debit 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 Invoice Cloud and the City of Pittsfield for returned payments, and your bank may charge you a fee based on the bank's fee schedule.
When using Kelley & Ryan, there are convenience fees which vary by the type of transaction you are completing. For ACH transfer (electronic check), the convenience fee is $0.50 per transaction. The convenience fee when using credit cards is a percentage-based fee that varies depending on the card you use. The convenience fee is automatically calculated based upon the type of credit card used and the dollar amount of the bill being paid.
Q: What is a service or convenience fee?
A: A convenience fee is a non-refundable fee added to an invoice to cover various administrative costs associated with billing and accepting payment.
Q: Do I need to register to pay a bill?
A: Registration is not required for One Time Payments. One Time Payments require that you enter your payment information each time you make a payment. By registering, you avoid that step and gain access to your payment history.
Q: Why should I register to pay a bill?
A: By registering, you have access to all of your invoices regardless of type and all of the features of the payment portal. These features include the ability to view all current invoices, see previous invoices and payment dates, update your profile information, access the online customer service system, schedule payments for a specific dates, and sign up for Auto-Pay. You also avoid having to enter your payment information each time you pay a bill.
Q: How Do I Register?
A: Registering is easy and can be done when you make a payment. When you click on Online Payments you will be directed to the biller’s “Pay and/or View Bills Online” site, powered by Invoice Cloud. Once there, you will need to locate your account and be given the opportunity to register or make an express payment. If you choose to register, you will be asked to provide a password and accept the terms and conditions to use the system. The payment information you enter in your profile will then be securely encrypted and saved for your next visit.
Q: If I pay multiple bills (i.e., Real Estate Taxes and Water/Sewer Bills or own multiple vehicles) do I need to register twice?
A: Yes, one time registration is required for each bill type to access the resident portal. You need to register for each of the bill types and accounts you wish to pay online. If you own two parcels you will need to register both parcels. If you own multiple vehicles, you will need to register each vehicle. Once the initial registration process has been completed for each of your accounts, viewing and paying future invoices will be in place. However, if you register your accounts with the same email and password, you will get a list of accounts to choose from in your customer portal.
Q: How do I find my account number to login?
A: Once you have registered, you will need only your email address and password to log in. To login the first time you use the system, you will need your account number or customer ID from your bill. The “Locate Your Bill” screen gives instructions regarding the required information.
Q: I forgot my password, how do I find it?
A: You should click on “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 may call the Biller, and after verifying your identity, the Biller can provide you with the information.
Q: If I have additional questions or I am having trouble registering, who should I call?
A: Please call Invoice Cloud customer service at 877-256-8330, and choose Option #2 for Customer Support.
Q: What information do I need to make a payment?
A: 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 or debit card information and your account number.
Q: Where do I find the ABA routing number for my checking account?
A: The ABA routing number is a nine digit number and is located on the bottom-left hand portion of your checks. Do not use a deposit slip to verify the number because it may contain your Financial Institution's internal routing numbers. Please note that not all Online Payments may be processed by EFT.
Q: How long does it take for a credit or debit card transactions to process if I pay online?
A: Credit and debit card transactions typically take 48 hours to settle. An authorization is issued immediately; however, it takes 48 hours for the money to be moved.
Q: How long does it take for an EFT (electronic funds transfer) transaction to process if I pay online?
A: EFT transactions typically take 48 – 72 hours to settle.
Q: When can I pay?
A: 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.
Q: How will I know that my payment has been accepted?
A: 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 will need to call your biller in order to pay again.
Q: Can I tell if my payment has been posted?
A: 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.
Q: If I don’t have email can I still process an electronic payment?
A: 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.
Q: Is there one account number for all of my bills?
A: No, account numbers vary for the different tax types. For instance:
Q: What do I do if I cannot locate my bill?
A: Please scroll down on the page to view the matching items at the bottom. Otherwise, try re-reading the instructions for the search criteria. You may be entering more than one search criteria for Real Estate or Personal Property bills, which may only require one out of two fields. Utility bills account number should be entered without the dash.
Q: Who do I contact with questions about a bill?
A: If you are unable to find the information you need in your online payment history or open invoices, please call the City of Pittsfield Tax Collector’s Office at (413) 499-9431 or e-mail firstname.lastname@example.org.
Q: Will I still receive a bill by US Mail?
A: Yes. The City of Pittsfield will continue to send a paper bill via US Mail. This service simply provides a convenient, efficient, and user-friendly way to pay your bill 24 hours per day, 7 days a week.
Q: Do I need to notify my bank or change bank accounts?
A: 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.
Q: How long will my payment history be maintained?
A: 18 months is the standard retention period.
Q: Will I be able to print a copy of my bill?
A: 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.
Q: How do I change my account information?
A: 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.
Q: What do I do when I try to pay my bill, it asks for credit card information and I want to pay by electronic check?
A: Under “How Would You Like To Pay” click on the drop-down box and choose EFT Check.
Q: How should I enter my credit card information?
A: 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.
Q: What is the difference between auto-pay and a scheduled payment?
A: Auto-pay is an automated process which pays your balance in full each billing cycle at 2am on the due date; scheduled payments are manually entered by you for the date you choose for each bill you choose.
Q: What is Auto-Pay?
A: 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.
Q: Can I cancel Auto-Pay?
A: 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.
Q: I signed up for Auto Pay but do not see any information under “My scheduled payments.”
A: The Auto Pay date will not appear under scheduled payments. Auto Pay will be debited from the customer’s account on the due date.
Q: What are scheduled payments?
A: Scheduled payments are scheduled individually by you for each bill on your specified date.
Q: Can I schedule payments?
A: Yes. You can set up a future payment at any time prior to the bill due date.
Q: Can I change a scheduled payment?
A: Yes, as long as it is changed before the date it was scheduled to be paid.
Q: What if I already have auto-pay or a scheduled payment set up with my bank?
A: 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).
Q: Can I put my sewer bill on Auto-Pay, but keep my real estate taxes as a scheduled payment?
A: Yes, each bill type operates independently. When you sign up for Auto-Pay, you be asked to select which bill type you want to put on Auto-Pay. Those bills selected will be paid on the day they are due.
Q: To whom should I report difficulty or trouble?
A: If you have any questions or problems, please contact the appropriate Department/Division for the bill or service you are wishing to pay/renew. If you are having trouble registering for Invoice Cloud, please call Invoice Cloud customer service at 877-256-8330, choose Option #2 for Customer Support. For difficulty or trouble with Kelly & Ryan’s website, please call Kelley & Ryan’s customer service at (800) 268-1988.