General
Using the
System
Payment
Getting
Help
Security
General
What
are some of the benefits of receiving my bill
electronically?
It is convenient, saves time, reduces errors, lets you hold
money longer, allows you to view or receive bills anywhere
at any time and it helps the environment by saving trees.
What
are the benefits of paying a bill online?
Paying online with a credit card or electronic check saves
time, gives you the flexibility to pay how and when desired,
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.
What
is Invoice Cloud?
Invoice Cloud is a web-based, electronic invoice presentment
and processing company that we have partnered with to
provide faster, more convenient billing services to our
residents.
What
is the relationship between the Town of Jaffrey and Invoice
Cloud?
The Town of Jaffrey wanted to make paying bills easier for
their residents, but didn’t have the electronic
presentment and payment systems required to display, safely
process and store financial information. Jaffrey 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.
Using the
System
Do
I need to register to pay a bill?
Registration is not required for one time payments
(Express Pay). After locating your invoice you have the
option to choose “Express Pay” or “Register”. 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.
Do I have to enter an email address
to make a payment?
Yes, an email address is required for payment
confirmation. A payment receipt is sent via email
How
Do I Register?
Registering is easy and can be done when you make your first
payment. On the town website click on the “View or Pay Your Bill”
button. You will be directed to Jaffrey’s “Pay and/or View Bills Online” site, powered by
Invoice Cloud. Once you select the type of bill you wish to
pay and locate your account, you will be given the
opportunity to register or make an express payment. If you
choose to register, you 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.
I cannot locate my bill
- Please scroll down on the page to view the matching
items at the bottom
- Customer is attempting to sign-in as “Already
Registered” before locating their bill
- Customer is entering more than one search criteria for
Real Estate or Personal Property bills
- Customer is not providing the information as requested
- Utility bills may require service address as
confirmation. It must be entered exactly as indicated on
printed bill
How
does the system work?
It is very simple. Here are the 3 steps taken by residents:
-
Resident accesses account via the city/town
web site and clicks on the “View or Pay Your Bill”
button.
-
Resident views
invoice and either enters payment info for an express
payment or registers to schedule a payment.
-
Resident receives
an email confirmation with their payment amount and
payment process date.
How
do I find my account number to login?
Account numbers and service serial numbers are listed on
the utility or real estate tax bill that you receive in the mail.
I received an email stating “Thank
you for going paperless”, I DID NOT sign up for paperless
Paperless box is generally defaulted to enroll
Option 1: Customer must click on “Complete paperless
process” link within email to enroll. If they do not,
the Paperless option will not be active and will drop off
system within a few days.
Option 2: Cancel request in your biller portal for
customer.
- Locate customer in biller portal
- Choose >Edit customer profile>paper
invoices>cancel paperless registration
Option 3: The customer can log into their account and
cancel paperless registration.
- Choose >My Profile>paperless option>cancel
paperless registration
Payment
What
forms of payment can I use?
You can pay by Visa, MasterCard or Discover credit card or
VISA debit card or you may issue an electronic check from
your bank account (checking or savings).
Can
I still send in a paper check?
Yes, your bill can be paid in any of the following ways:
-
Email notification based payment –
click the “View invoice or Pay Now” button in your
email
-
Web based online payment – login to
online bill pay via your town website
-
Paper check – sent by whatever
means you choose, including US Postal Service (note:
many paper checks today are converted into electronic
transactions once they are received by the biller).
What
is a service or convenience fee?
A non refundable fee added to an invoice to cover various
administrative costs of the service provider associated with
billing and accepting payment.
If
I don’t have an Internet connection can I still process an electronic
payment?
Yes, you can access the payment
portal from any internet-connected computer, such as
publicly accessible PCs at the library.
Which
bills can I pay online?
You can currently pay sewer, water, and real estate tax bills.
What
are the costs for paying online?
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 convenience fee associated with a credit card payment
card varies depending on the card type, amount and the type
of bill you are paying. The convenience fee is automatically
calculated and is shown on the payment page before you
submit your payment for processing. Convenience fees are
paid directly to the service provider, not to the Town of
Jaffrey, and are nonrefundable.
There are fees imposed by Invoice Cloud for returned
payments, and your bank may charge you a fee based on the
bank's fee schedule.
May
I pay my tax bill by credit card at the Tax Collector's Office?
No, we are only permitted to accept credit card payments
online via Invoice Cloud.
How
should I enter my credit card information?
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.
How
will know that my payment has been accepted?
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.
Can
I use more than one payment method per transaction?
Yes, you may use one
payment method for part of the transaction and another
payment method for other parts of the transaction.
When I try to pay my bill it asks
for credit card information and I want to pay by electronic
check
Under “How would you like to pay”, click on the
drop-down box and choose EFT Check
When
paying by ACH transfer (electronic check), how does my
payment appear on my bank statement?
There will be two entries on your bank statement; one for
the bill amount, and one for the convenience fee.
How
long does it take for a credit card transaction to process
if I pay online?
Credit card transactions typically take 48 hours to settle.
An authorization is issued immediately; however, it takes 48
hours for the money to be moved.
How
long does it take for an EFT (electronic funds transfer)
transaction to process if I pay online?
EFT transactions typically take 48 – 72 hours to settle.
Do
I need to notify my bank or change bank accounts?
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.
What
information do I need to make a payment?
The only information you need to have available to complete
a payment transaction is your bill account number, serial
number, email
address, password and your bank account or credit card
information. If you have registered with Invoice
Cloud, the account number and serial number is not
required for future payments.
When
can I pay?
You can make payment or review your account 24 hours a day,
7 days a week.
Can
I use a debit card to pay my bill(s)?
Yes, although technically your debit card will be processed
like a credit card and you will not be asked to enter a pin
number. The convenience fee is the same as credit cards. The exact convenience fee amount will be displayed
during the payment process prior to submitting the payment.
Can
I tell if my payment has been posted?
Yes, simply login to your account and select “View paid or
closed invoices”.
Will
I have online access to my account?
Yes, you will have 24/7 access to your account for invoice
review and payment, payment history and resident service
requests.
How
long will my payment history be maintained?
18 months is the standard retention period.
Will
I be able to print a copy of my bill?
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.
How
do I change my account information?
Simply log into your account and change any of your personal
information.
What
is Auto-Pay?
If you elect to opt in to Auto-Pay, it means that your bills
will be paid automatically on their due date or date you
choose using your default credit card or bank account. This
will avoid any late fees and free you from having to
remember when to pay.
Can
I cancel Auto-Pay?
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.
I signed up for Auto Pay but do not
see any information under “My scheduled payments”
Auto pay date will not appear under scheduled
payments. Auto pay will be debited from the
