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Learn More About Pay Online

  Enrollment

 1)

How do I sign up to pay my bill online?

You will need to have your most recent bill, your email address, and your checking account or credit card information. Enrollment will take just a few minutes.

 

However, a new Anaheim Public Utilities customer must have received their first utility bill in order to enroll. A customer cannot enroll with a deposit bill.



Once enrolled, you will be able to view a summary of your recent bills, pay a current bill and/or and set up payments for future bills.

 2)

When will my new User ID and password be activated?

Immediately. Your User ID and password are active immediately following enrollment.

 3)

How do I enroll additional accounts?

Click on “Accounts” from the top banner menu and then click "Add Account Number”.

 4)

What happens to scheduled payments if I delete that account from my enrollment?

All payments in SCHEDULED status will be cancelled.

 5)

When can I start making payments?

Once enrolled, you can start making payments as soon as you receive bill. If you have a new account, you will not be able to enroll or make electronic payments until you receive your first  bill.

 6)

Will I continue to receive a paper bill in the mail?

You have a choice in "Profile" of electing to continue to receive a paper bill. We hope you will help us reduce paper waste by electing to receive email notification when your bill is ready for viewing.

 7)

How do I cancel my Pay Online enrollment?

Call Customer Service at 714.765.3300, or send us an email by clicking on Customer Care on the top menu.

 8)

What happens to scheduled payments if I cancel my enrollment?

All payments in SCHEDULED status will be cancelled.

  Security

 9)

How is my personal and financial information kept safe?

Anaheim Public Utilities’ Pay Online is powered by Kubra Management, Inc. (Kubra).
Kubra uses several methods to ensure that your information is secure:
*  User ID and Password: Your User ID and password are unique identifiers that only you know. As long as you don't share your user name and password with anyone, no one can view your bills or personal information.
*  SSL: Pay Online uses SSL (secure socket layers) which ensures that your connection and information are secure from outside inspection.
*  Encryption: Pay Online uses 128 bit encryption to make your information unreadable as it passes over the Internet.
*  Automatic Sign Out: Pay Online automatically signs you out of a session if you are inactive for 20 minutes.

 10)

Are all computers safe to use?

Computer security experts advise that you may put your information at risk when you use a public computer for personal business. While Kubra Data Transfer Ltd. uses numerous security measures to protect your personal information on our website, the use of public computers may compromise the security of your information. Public computers include those in schools, libraries, Internet Cafe's, etc.

For maximum security you may want to avoid using public computers when enrolling or modifying your personal or banking information.

 Payments

 11)

What types of payment are accepted?

Residential Customers may use a checking account, MasterCard, or Visa. 
Commercial Customers may use a checking account.

 12)

How do I make a payment?

Once enrolled in Pay Online, simply sign in and you will be able to view your current bill(s). You can then click to "View Bill", or you can simply click "Pay Bill". Select the amount you want to pay and the date you want to pay your bill(s), and you're done!

 13)

Can I establish regularly scheduled payments?

Click "Payments" on the top menu and then choose "Recurring Payments" and then click on “Add Recurring Payment”.

Please note Recurring Payments will only pay future bills issued after the recurring payment "Starting" date. If you wish to schedule payment for a current bill, and you have already added a bank account or credit card, click on Bills and then click on the Pay button next to the bill you wish to pay.

 14)

When will my payment be processed?

For payments made from bank accounts

*  To initiate the online payment process, you must select a payment date on the "Schedule a One-Time Payment" page.

*   Pay Online will default to the next available day you may make a payment. (Note that the exact time will be defined by computer servers owned by Pay Online's vendors, Kubra Data Transfer Ltd. and the specific Payment Gateway).
*  Pay Online will routinely credit your account 2-5 business days following the payment date.
*  Your payment may be withdrawn from your bank account on or after your payment date.
*  Payments scheduled for a holiday may be withdrawn from your bank account on the business day prior to the holiday.
*  Payments initiated after the due date shown on your bill may lead to disconnection of your service(s). Please initiate payments with sufficient time before your payment due date.

For payments made from credit cards

*  To initiate the online payment process using your MasterCard or Visa, you must pay on the "Schedule a One-Time Payment" page.
*  A credit card payment is a "real-time" transaction, meaning that the payment process will begin immediately after you click "submit".
*  Payments initiated after the due date shown on your bill may lead to cancellation of your utility account. Please initiate your payments on or before your payment due date.




*  If you try to schedule a payment on a non-business day, Pay Online will schedule your payment for the next available business day.



Holidays (Based on the Federal Reserve calendar)

New Year's Day

Martin Luther King Jr. Day

President's Day

Memorial Day

Independence Day

Labor Day

Columbus Day

Veterans Day

Thanksgiving Day

Christmas Day

 15)

How do I know which payments I've scheduled or completed?

After paying a bill, you will receive confirmation that the payment has been scheduled.

Before the scheduled payment date, your history page will show the payment as "scheduled". When the scheduled payment is submitted to the payment processor your history page will show the payment as "pending". After the response is received, your history page will show the payment as "approved" or "rejected".

Pay Online will display payment history for up to 6 months.

 16)

Can I pay my balance in full or extend the payment due date?

You can pay your balance in full at any time from your checking account or credit card.

If you need a payment extension, please contact Customer Service by calling 714.765.3300, or by sending us an email by clicking on Customer Care on the top menu. Be sure to contact us a few days before your last day to pay date to allow us time to review your account and process your request.

Helpful Hint: Always schedule your payments to occur no later than your due date.

 17)

Can I cancel a scheduled payment?

You may cancel a payment as long as it is listed on the Payment History page as "Scheduled". Please remember that failure to pay the full balance by the due date could result in disconnection of your service.

 Personal Information

 18)

What if I forget my User ID or password?

User ID: You should choose a User ID that is easy for you to remember. If you forget your User ID please call Customer Service by calling 714.765.3300, or by sending us an email by clicking on “Customer Care” on the top menu.

Password: If you forget your password, go to the Log-On page and click "Forgot your password". Enter your User ID and your password will be emailed to the email
address you provided during enrollment.

 19)

How do I change my name, address, phone number, or email?

To make changes, select "Profile" on the top menu.

Please note: This will change the information in Pay Online only, it will not change the name on your utility bill. To make changes to your utility account, please call Customer Service at 714.765.3300 or send us an email by clicking On “Customer Care” on the top menu.

 20)

How do I change my bank account information?

Once you've logged in to Pay Online, click on “Banking Information”. Delete the payment method (the EDIT function only allows a subscriber to change the “nickname” of the payment method only).

Click on “Add Bank Account” or “Add Credit Card”. Fill out required fields. Indicate if you agree to the Terms and Conditions. Click on Submit.

 21)

What happens to scheduled payments if I delete the bank account that was used to set up the payment?

All scheduled payments will be cancelled if their status is "scheduled". You must make other arrangements to pay this bill.

 Customer Service

 22)

How can I confirm if my payment has been processed?

The best way to see if your payment has been made is to check your payment status. From the Welcome Page, select “Payments”.

 23)

How may I contact Anaheim Public Utilities via email?

To contact us, click on  “Customer Care” on the top menu.

 Technology

 24)

What software do I need to use Pay Online?

This website is best viewed in Internet Explorer 6.0 or higher for PCs. Click for Microsoft upgrades and more information.

 

With Firefox and Safari, there is limited functionality at this time. Anaheim Public Utilities is working to provide support for other operating systems and browser configurations in the future to enable greater accessibility for our customers.

 25)

Can I download my bills into Quicken or MS Money?

No. At this time, you can not download your information into money management programs. Look for this feature coming soon.