Description

Q: Do I need any special hardware or software to sign up for this E-Bill Express payment service?
A: You only need Web access and your browser. No special hardware or software is required to use this service.

Please note that some older browsers use 40-bit encryption. For the highest level of security available, we suggest you use 128-bit encryption to access the site.

Q: After enrolling in this payment service, when can I start paying my bills?
A: After you complete and submit the enrollment form and respond to the activation email, we will start your service immediately. You can then access the service to pay a current bill.

Q: What if I forget my password?
A: The initial screen provides the ability to have your password emailed to the email address used when you enrolled.

Q: How am I billed for this service?
A: There is no cost for enrolling in and using this payment site. See the service Terms and Conditions for complete details.

Q: How do I cancel this payment service?
A: To cancel, log in and click Un-enroll, or you may contact our customer care department. Click the “Contact Us” hyperlink on the web page for contact information.

Q: Where can I find my customer and account number?
A: You can find your account number on a recent paper bill.

Q: If an account is in a name other than my own, can I still sign up for E-Bill payment service?
A: Yes, but please be sure to use the correct customer and account number as it appears on the monthly paper bill.

Q: When is the money for the payment drawn from my bank account?
A: The funds for the payment are debited from your account on the scheduled payment date. Keep in mind that you should always have funds available to cover the payment on that date.

Q: How far in advance of the due date should I schedule my payments?
A: We suggest you schedule your payment for at least 3 business days before the actual payment due date.

Q: Can I make a payment greater than my regular monthly payment amount?
A: Yes, you can determine the amount of payment you wish to make. If you pay greater than the outstanding balance the overpayment amount will stay on your account and be applied as other charges appear.

Q: How can I confirm that a payment has been made?
A: After the payment date, check the status of the payment by looking in "Payment Status." If the status is "Paid," then the payment has been sent. You can also check to see if the funds have been drawn from your bank account, or you can call the customer service department to see if they received and credited the payment.

Q: What do I do if the payment amount or date is incorrect?
A: If the payment amount is incorrect please contact the customer service department at (408) 535-3500 or customerservice@sanjoseca.gov.