ONLINE WATER BILL PAYMENT FEATURES

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1 TOWN OF DILLSBORO, INDIANA ONLINE WATER BILL PAYMENT FEATURES A GUIDE FOR RESIDENTS 1

2 TABLE OF CONTENTS ONLINE WATER BILL PAYMENT FUNCTIONALITY... 3 About the Town s Online Payment Service... 3 How to Access to the Online Bill Payment Service... 3 Do I Need to Create an Account?... 3 Credit Card Payments... 4 Account Details Page... 5 CheckOut Page... 6 Payment Confirmation... 7 Payment Rejections... 7 How Payments Appear on Credit Card Statements... 8 MY ACCOUNT & RECURRING ACH PAYMENTS... 9 Accessing the My Account Features... 9 Username and Password Recovery Functions Creating a User Account Successful Login the My Account Summary Page My Account Summary Page Associating A Bill to Your Account Setting Up Recurring ACH Payments Signing up an Account for ACH Autopay Discontinuing or Modifying Your Autopay Options Other My Account Functions Summary Subscriptions History Profile Manage Payment Methods Password

3 ONLINE WATER BILL PAYMENT FUNCTIONALITY ABOUT THE TOWN S ONLINE PAYMENT SERVICE The Town of Dillsboro provides citizens the opportunity to pay their water bill through an online bill payment system that has been configured within the Town website. The goal of this new online service is twofold: to provide citizens additional payment options and to reduce customer service costs to the Town. The new service enables two new payment options: Make a one-time payment using a credit or debit card; and Set up a recurring payment via a checking or savings account. Note that a service fee will be charged to cover processing costs by our third-party solution provider, egov Strategies. The charge is 2.49% (with a minimum of $1.50) for credit and debit card transactions and $.45 for all ACH/e-check transactions. HOW TO ACCESS TO THE ONLINE BILL PAYMENT SERVICE The online payment service can be accessed directly through the town s official website at the following location: WATER PAYMENT HOME PAGE or Note that as the Town adds additional payment items to its website, this page may be replaced by a page that links to additional payment items. Look for the link to Water Payment to access the Water Payment functionality described in this document. DO I NEED TO CREATE AN ACCOUNT? For Credit Card Payments NO. You do not have to create an account for credit card payments, although it is helpful in tracking all of the payments that you have made online through the system. For Recurring ACH Payments YES. You will need to create an account so you can sign up for recurring ACH payments via the My Account page. For more information, see the My Account 3

4 section of this document. It s easy you just need to have an address then create a username and password and provide some general contact information. CREDIT CARD PAYMENTS You can make a one-time payment by credit card or debit card. You do not have to create an account within the online bill payment system to make this type of payment. However, to ensure that your payment is applied to the correct account, the online bill payment system will ask you for your Account Number and Service Address Number. Provide these in the red boxes on the initial page of the Water Bill Payment home page (see below) and select the Find Account button: 4

5 ACCOUNT DETAILS PAGE When the search parameter(s) provided matches account information within the system, the page will display an Account Details page related to that account. This page enables the account owner to: View Account Information View Current Balance Owed Make a Payment View Previous Bills (if logged in) If the user has not created an account and logged in prior to the search, they will see a prompt to login or register in order to associate an account to their profile. If they have logged in, they will see a prompt to save this account to their profile. 5

6 CHECKOUT PAGE The Checkout Page provides a confirmation of the Payment Amount selected within the Account Details page and plays the role of accepting Contact and Billing Information for the individual making the payment. This information can be helpful to the Town in the event that they need to contact a customer regarding a payment at a later date. The following fields are presented on the Checkout page: Review Items o Payment Item Cost o Service Fee is Added The following fields will need to be completed to continue to the Payment Information page: Credit Card Information o Credit or Debit Card Number (required) o Credit or Debit Card Expiration Date (required) o Card Security Code 3 number code on back of the card (required) Billing Information o First Name (required) o Last Name (required) o Address (required) o Address (required) o Daytime Telephone (required) o Company o Country (required) o Address 1 (required) o Address 2 o City & State (required) o Zip Code (required) 6

7 Confirmation & Complete Transaction button The system will echo the payment amount and associated account number. The payer will need to select I Agree check box and then hit the Complete Transaction button to complete the payment. PAYMENT CONFIRMATION Upon successfully completing the Checkout Page for the Water Bill payment item, the user will receive a Payment Confirmation that serves as the payment receipt. A similar receipt is also ed to the user s address (the address provided on the CheckOut page). The Tracking Number that is listed in the Payment Information section can be given to staff to look up this payment transaction in their payment center reporting application. PAYMENT REJECTIONS In the case of a non-successful credit card transaction, the user will not be forwarded to the confirmation page and instead will get a message in a red box with an X. Possible error messages include the following: Credit Card Declined the user should be advised to review the credit card/debit card number, expiration date and security code and re-try the payment. The error could be due to a data entry error or it could be due to insufficient funds in the credit/debit card account. The user should also be advised that some types of gift credit cards cannot be accepted by the online payment system. 7

8 HOW PAYMENTS APPEAR ON CREDIT CARD STATEMENTS Payments will appear on credit card statements as two separate transactions one entry for the amount of the payment and the second entry for the convenience fee charged for this service: Date Location Amount 01/01 IN Town of Dillsboro $ /01 egov Convenience Fee $1.50 8

9 MY ACCOUNT & RECURRING ACH PAYMENTS Users who want to be able to view their online payment history and setup recurring ACH payments through the Town s Water Bill payment system need to create a Payment Center account. By creating an account, users can have the ability to: Associate accounts to their user profile from which they can easily do the following: Make a credit card or debit card payment Setup a recurring ACH payment View online payment history; Manage profile information (e.g. address, username, password); and Track the status of Action Items submitted through the website (e.g. start/stop utility service). ACCESSING THE MY ACCOUNT FEATURES There are generally two ways that a user can access the My Account features within the Water Bill payment website: 1. Use the create an online account, Register or Log In links on the home page: 2. Use the following link: 9

10 Note that once you have registered and are logged into your account, the Log In link (below the website header upper right-hand corner in the screenshot above) will change as follows: Not Joe Smith (for example, your registration name) will enable you to logout of your account and re-login as a different bill payment user; My Account will enable you to return to the My Account home page; Logout will replace the Log In link; After arriving at the My Account page, the user will see both a Log In section and a Not Registered Yet? section. If the user has already created an account, use the username and password to proceed to the My Account Summary page. USERNAME AND PASSWORD RECOVERY FUNCTIONS In the Log In section (underneath the areas to enter a username and password), the user will see a link for Forgot your username or password?. Selecting this link takes the user to a page where they can find their account by entering in their address. The user will then see an option to send their username or password to the address to which they are associated. Along with the address, the user will need to pass an additional security feature by answering the Challenge Question that they provided when they created the account. There are two options: Me A New Password will generate a new password for this username and will that password to the address provided; Me My Username will the username for this account to the address provided; SUCCESSFUL RECOVERY MESSAGE If the address provided is found in the system, the system will either the username or a new password to that address. The system then provides a message either Username has been ed to the user or New password has been ed to the user. UNSUCCESSFUL RECOVERY MESSAGE If the address provided is NOT FOUND in the system, the page will refresh and indicate that the address was not found. They can either use the link to register a new account or try a different address. 10

11 CREATING A USER ACCOUNT To create an account, the user will need the following information: Login Information Username - Must be greater than 6 characters in length. Password Must be greater than 6 characters in length and must be alphanumeric (e.g. must have at least 1 number and 1 letter). Challenge Question and Answer Note that an answer to the security question will be needed in order to have a username or a password reminder sent to the user. Contact Information Address (required - in the event that a user forgets their username or password, they can select a link on the login screen to have either sent to this address) First Name and Last Name Address, State, City, Zip Code and Country Telephone, Cellular Phone & Fax Numbers CAPTCHA Verification This function prevents automated bots from creating accounts within the system. SUCCESSFUL REGISTRATION Once a user has completed the registration screen, they will hit Continue and be forwarded to the My Account Summary page (described below) where they will be able to select an Electronic Bill Presentment item and search for an account. The user will also receive an confirmation indicating that they have successfully registered with the website. UNSUCCESSFUL REGISTRATION The most common failures that could occur during the registration process include the following: Required Fields Are Blank the user will need to complete each of the required fields listed above. 11

12 Address not Recognized either the address was entered using a wrong format or the confirm address doesn t match the original address. Already Exists an account has already been created using this address. In this case, the user will be prompted with a link that will take them to a page to have either their username or password sent to them via OR they can opt to use a different address. Username is not Unique an account has been created with this username. The user should try an alternative username (e.g. add numbers or letters to their initial username selection). SUCCESSFUL LOGIN THE MY ACCOUNT SUMMARY PAGE Upon a successful login, the user will arrive at the My Account Summary page. MY ACCOUNT SUMMARY PAGE Within the My Account section, the user will be able to view the various service accounts that have been associated to their user account. Each service account entry has the following options: Remove no longer associate this service account to the user account; Make Payment proceeds directly to the Account Details Page so the user can select a payment amount and proceed to make a credit card or debit card payment; Sign Up Stop Edit (Autopay options) users can configure Autopay for ACH (pay by check) payments 12

13 CURRENT SUBSCRIPTIONS This section (listed after the Most Recent Payments section) is not currently in use for the Town of Dillsboro website - but it would show any notification lists to which this user is subscribed. ASSOCIATING A BILL TO YOUR ACCOUNT Below the list of accounts, there is a link titled click here to find the account which will take the user back to the Water Payment home page to conduct a search for their account (given Account Number and Service Address Number). On the search results page entitled Service Account Account Information the user should select the Associate this account to my user account option and the account will now be associated to the user s profile. The user can now configure recurring ACH payments for this account by using the Set Up My Autopay options link below the Associate option (highlighted in yellow on the screenshot below). 13

14 SETTING UP RECURRING ACH PAYMENTS SIGNING UP AN ACCOUNT FOR ACH AUTOPAY For the Town of Dillsboro Water Payment system, recurring payments can only be configured for ACH transactions. In order configure an account for recurring ACH: 1. The account must be associated to a registered user; and 2. The user must provide ACH information via the Sign Up link on the My Account page. In the screenshot below, account Account #737 (highlighted in yellow) has been associated but the user has not yet signed up for recurring ACH (Autopay). Follow these three easy steps to register your associated account for Autopay: 1. Select Sign Up this will take you to the Service Account / Account Information screen 2. Select Auto Bill Pay under the Autopay Information section the page will expand to display two additional sections one for Account Information and one for Banking Information 3. Provide Account Information & Bank Information Provide the Account Holder name & Zip code used on the checking/savings account (optional) Configure a maximum amount for payment. If your monthly bill exceeds this maximum, no ACH transaction will be made for the month notification and the user will receive an notification regarding that Provide checking or savings account ACH information 14

15 4. Select Save Changes A screenshot of the full-expanded Service Information page is shown below: 15

16 DISCONTINUING OR MODIFYING YOUR AUTOPAY OPTIONS From the My Account page, the user will have the ability to do the following: Stop to discontinue the ACH Autopay services, effective immediately; and Edit to update checking or savings account information. OTHER MY ACCOUNT FUNCTIONS There are six functions in addition to the functions that can be performed on the My Account (the Summary page). SUMMARY This is the My Account home page from which you can make an online credit card payment or manage your ACH Autopay options. SUBSCRIPTIONS No function in the Town of Dillsboro system. HISTORY The History function provides a summary of all transactions that have been made WHILE THE USER WAS LOGGED INTO THE SYSTEM or that have been configured for Autopay. Transactions are organized into two types: Payments Shown initially by default. This will show you specific details for any payments made for items that are listed in the Payment Center page (e.g. including Electronic Bill Presentment payments). Specific information listed about the payment item include the following: 16

17 Payment Item Name Receipt # Status of Your Payment Date Paid On Payment Method (e.g. Credit Card) Total Payment Amount Submissions This will show you specific details regarding any service requests that you have made to the Town. The Town s service request system is called the Action Center and can be found at the location below: Specific information listed about each Action Item requested include the following: Action Item Name Tracking # Date Submitted Current Status (Submitted, Reviewed, Closed, etc.) Date Item Was Last Updated by Town Staff PROFILE This section enables you to change your login information (your username) and your contact information ( address, First Name, Last Name, etc.) all of the fields that you configured during registration EXCEPT for your password. MANAGE PAYMENT METHODS Any saved Credit Card or ACH accounts will be available here. For recurring ACH transactions, you can update ACH information here or via the Edit function on the My Account home page. PASSWORD This section enables you to change your password. You must confirm your password change in the box below the initial password prompt. 17