Utility Online Services

ENTER UTILITY ONLINE SERVICES

Frequently Asked Questions

I already have an online account; do I need to create a new account?

Yes.  With this change to a new digital payment partner and online portal, we were unable to port over usernames, passwords, or payment information.  All of your previous account information resided with our previous provider on their secure network.

I saved my credit card information in my billfold; do you have that information still?

No.  As noted above, all information with our previous service provider was on their secure network and we were unable to port any of that information, including payment information, into this new payment partner system.  Our new provider offers more payment options, including digital payment options, but you will have to set up an account and save the necessary information in your wallet.

If you currently have your bill paid in full on the due date with a bank draft, please read the FAQ below about AutoPay and current bank draft.

How do I register an account for online credit card payment or view my account history?

First, you need to create an account, which requires a valid email address and phone number.  To do this, visit the customer portal (https://ipn.paymentus.com/cp/vfc1) and select the option to ‘Register Now’.

Once you have an online account, you need to add your utility account to your profile.  Select the ‘Accounts’ option and then click the ‘+ Add Account’ button.  You will need your utility bill account number, which is found on your BLUE AND WHITE utility bill.  For example, 12345-56789 (DO NOT forget to put in the dash).

What is the difference between ‘Make One-Time Payment’ and ‘Login’ on the customer portal?

By selecting the ‘Make One-Time Payment’ option, you are able to pay your bill immediately without having to set up an account and your information is not stored on ether server for future use.  You will need your account number (do not forget the dash) to make a payment.  By selecting

Will the system retain my credit/debit card/checking account/digital account information for future online payments?

Yes, you can save this information.  If you add a payment type to your wallet, this option will be saved for future use.  If you save credit/debit card information in your wallet, however the CVV2 code that is requested at the time of payment, which is the three-digit number found on the back of your credit card will not be retained in the system.  This is a security step.  Therefore, whenever you use this system, you will need to have your credit card available whenever you are making an online payment.

Terms and Conditions for storing this information can be found here https://secure1.paymentus.com/cp/www/terms-and-conditions-no-fee.html.

Is my payment secure?

Yes, your payment is secured by Paymentus, our digital payment partner.  You can read about Paymentus’ commitment to security and privacy here https://secure1.paymentus.com/cp/www/privacy-policy.html#Protect_Personal.

When will my payment be credited to my account?

Your payment will be recorded as soon as it is made.  Utility Online Services does not have the ability to schedule payments on future dates, unless you sign up for the AutoPay option.  PLEASE NOTE:  Payments made after 4:30p.m. on the due date will be considered late and penalties will be assessed.

What is AutoPay?

AutoPay gives you two options to make paying your utility bill more simple.  You can elect to sign up to have your account balance paid in full on the due date every quarter.  Similar to the Wallet set up, this information is stored on the Paymentus system, and each due date your payment option (credit/debit, checking/savings, digital, etc) will be used to pay the balance of your account.

The other option allows you to make monthly payments of a fixed amount.  If you prefer monthly payments, you can elect to make a payment once per month on the date of your choosing.  While convenient for budgeting, be aware that this may NOT always pay your balance in full as you will pick the amount that is paid each month.  For example, if you pay $50.00 on the 7th day of each month, you will pay $150 before your bill is issued at the end of the quarter.  If your bill amount is $212.37, the bill you will receive will show a balance due of $62.37 ($212.37 – $150).  On the 7th day of that next month, $50 will be paid, which is less than the balance owed and will leave a balance of $12.37 that will be delinquent after the due date.  You would either need to log in and make an additional payment for the balance, increase the monthly amount, or just allow it to be delinquent until the next payment is made in the subsequent month.  Delinquent balance penalties are assessed at 4:30 pm on the due date.  Delinquent balances as of November 15th will be rolled on to your property tax bill.

How do I end AutoPay?

If you sign up for AutoPay and wish to end it, this is a simple process through the customer portal.  Select AutoPay just like when you set it up, and delete the previous set up.

Bank Drafting.  I already have my bill automatically paid in full on the due date; do I need to change anything?

No.  If we currently draft your checking/savings account on the due date, you do not need to do anything.  This is handled via our office and stored on our server and therefore we retained this information.  We will continue to draft your account as previously done.  If you wish to STOP BANK DRAFTING that we currently do, please email or call the office (920-720-7106).

I am signed up for AutoPay right now, but my new online account does not show it.  The option is marked as no.  Why is this wrong?

If we currently bank draft your account on the due date, this is done with information saved in our system, not our payment provider.  Therefore, the AutoPay feature on the website does not “know” that you have the automatic bank draft set up.  If you want to verify that you are set up and will have your bill paid in full as in the past, look at your bill and you see that it says ‘Your bank account will be drafted on the due date’.  This means you are set up.  You can also call the office at 920-720-7106 and we are able to tell you.

What if I have problems?

Paymentus offers a call center that is open 24-7, 365.  Please call our digital payments partner, Paymentus, at 1-800-420-1663 or email.  They can assist with account set up and log in issues, wallet set up or removal issues, autopay setup or issues/questions, and can take a payment over the phone.

Paymentus DOES NOT have access to your bill and is unable to answer any questions about your usage, services, or rates.  Please call the Fox Crossing Utilities’ Finance Department at 920-720-7106, Monday – Friday (8:00a.m. – 4:30p.m.), and we can assist with those questions.

What if I forgot my password?

Select the “forgot your password?” link next to the Login button at the customer portal screen.  If this does not fix your issues, please contact the Paymentus call center at 1-800-420-1663 or email.