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Bill Payment - Using the Online Payment System

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1. Do I have to enter an email address to make a payment?

Yes, an email address is required so the payment confirmation can be delivered via email.

2. Will I receive a confirmation email that my bill has been paid?

Yes, you will receive a confirmation email.

3. Do I need to register to pay a bill?

No, one-time payments may be made without having to register. You will still need to provide an email address to receive a payment confirmation email.

4. What forms of payment can I use online?

You can now pay with your credit or debit card (Visa, Master Card, Discover). In addition, you may issue an electronic check, use online home banking, or pay directly from your financial institution (checking or savings). If you use an electronic check or home banking option, please include your full ACWD account number on the memo line.

5. Which bills can I pay online?

You can pay your current water bill online.

6. Are there fees for paying online?

There are no service fees for paying through ACWD’s upgraded online system.

7. I forgot my Password, how do I access my account?

To reset your password, simply go to the ‘Forgot Password’ page on the new online system.

8. I received an email related to my bill, but it’s not from an ACWD email address. Who is invoicecloud.net?

ACWD has partnered with a company called Invoice Cloud to provide new and enhanced billing and payment options for ACWD customers. When using the online system, you may receive confirmation and notification emails from invoicecloud.net on behalf of ACWD. To ensure delivery of account related email notifications, please add no-reply@invoicecloud.net to your safe senders list.

9. How long does it take for online payments to process?

Credit card transactions are authorized immediately and most payments are applied to the account on the same day.

10. How long will my payment history be maintained?

Payment history will be maintained up to 24-months.

11. Why do you need the last four digits of my social security number?

As a security measure, ACWD requests the last four digits of the account holders social security number to assist customer service staff in ensuring account information is made available only with authorized individuals.

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

Yes, each invoice is presented in PDF format and viewable for up to 24-months. Electronic storage is recommended because it saves paper and has a beneficial impact on our environment, but you can choose to print your bill.

13. Why can’t I view my bills prior to July 2018?

In making this important upgrade, billing history was not carried forward to the new system. Moving forward, customers will be able to view up to 24 months of billing history.

14. Who do I contact with questions about my bill or if I’m having trouble using the online system?

Please contact us at (510) 668-4200 and we will do our best to assist you.

15. I accidentally deleted my current email notification, what should I do?

If you are registered, you can log in to the online payment portal to view your bill. Or, you can call us at (510 668-4200 and ask to resend the email.

16. Is my information secure?

Invoice Cloud, the company ACWD has partnered with to provide these services, uses the highest standards in internet security. Account information displayed within the customer and biller portals is truncated (abbreviated) to protect confidential data. Any information retained is not shared with third parties.

17. Is my credit card and checking account information safe when I pay online?

Absolutely. Invoice Cloud will safely store 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.

18. What is PCI Compliance and why is it so important?

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.