ONLINE BILL PAY FAQ

You may also make a payment by phone or check your account balance 24/7 with our automated phone service. Call (855) 285-9205.

This is a fee-based service. A service fee of $3.95 will be applied to all credit card payments and a fee of $1.95 will be applied to all payments made via electronic check (ACH/EFT). The maximum payment allowed, per transaction, with a credit card is $300.00. If you wish to pay more than this amount, you may make multiple payments. There is no maximum for ACH/EFT payments.

Electronic payment is an optional service provided by the City of Galax for the convenience of our residents. The service fee presented before checkout is set and collected by our online bill pay provider to cover the costs associated with processing your payment. The fee is not collected by the City of Galax. It will appear as a separate charge on your credit card or bank statement.

Fast and Easy

No registration is required for “One Time Pay,” the fastest way to pay online and confirm payment.

Safe and Secure

Your information is kept confidential, secure, and backed by the highest security standards.

Eco-Friendly

Paying online reduces paper use and is an easy way to help the environment.

General Questions

What are some of the benefits of paying a bill online?

Paying online with a credit/debit card or electronic check gives you the flexibility to pay how and when desired without the need to write and mail a check or driving by our office. In addition, you may choose to store your information for future use.

Do I need to register to pay a bill?
No, registration is not required for One Time Payments. However, by registering you’ll be able to view prior history, set up automatic payments, store payment information, sign up for paperless billing, etc.
Which bills can I pay online?
You may pay utility (water/sewer/garbage) bills online.
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.
How do I change my account information after registration?

Simply log into your account and change any of your personal information under the My Profile tab. If you are unable to change some of your information, you may need to contact us to make the change.

I registered my account but forgot my Password. How do I access my account?

Click on “Forgotten Password?” at the bottom of the login screen. You will need your account number and email address to retrieve your password.

PAYMENTS

What forms of payment can I use?

You can pay with credit or debit card or you may issue an electronic check from your bank account (checking or savings).

Are there fees for paying online?

There is a non‐refundable service fee of $1.95 per transaction when using electronic check and $3.95 per transaction when using a credit/debit card. The service fee will be shown on the payment page before you submit your payment for processing.

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

Yes, you will receive a confirmation email.

If I sign up for Go Paperless, how will I receive my bills?

You will receive an email notification each time a new bill is ready for you to view and pay. Email notifications go to the email address used when you registered. A courtesy email address may be added if you wish to send notifications to an additional email address.

Will I be able to print a copy of my bill if I sign up for paperless billing?

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, but you can choose to print your bill.

Can I start receiving paper bills again?

Yes, simply login and click on Paperless. Then, select “No” and save your changes.

What is Pay by Text?

Pay by Text is a convenient way to pay your bill by text message. When signed up for Pay by Text, bill notifications will be sent by text message (this is in addition to email notifications) and you will then have the option to pay by text message with your default payment method with a quick reply. You may sign up for Pay by Text when making an online payment or by accessing your account and selecting the Pay by Text option. A confirmation text will be sent to complete enrollment.

What is Account Linking?

Account Linking means that payers can link multiple accounts and view and pay all open bills in a single transaction. When registering bills under the same email address, payers are given the option to link the related accounts within the service. Multiple first email notifications scheduled for the same day, including for different bill types, are grouped into one email rather than sent separately. Payment receipts are sent individually. Editing account information such as changing an email or password will go across all linked accounts. However, changing settings such as AutoPay or paperless is only for the accessed account.

GETTING HELP

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

Please contact us at 276-236-2131 and we will do our best to assist you.

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 and ask us to resend the email.

SECURITY

Is my information secure?

Invoice Cloud uses the highest standards in internet security. Account information displayed within the customer and biller portals is truncated to protect confidential data. Any information retained is not shared with third parties.

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

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.

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.

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