FREQUENTLY ASKED QUESTIONS

What type of credit cards can I use for payment?
We will only accept Visa or MasterCard.

When will my payment be posted to my account?
It takes a minimum of 24 hours for this bank transaction to be applied to your utility account. Payments are considered received when they are applied to your account. It may take longer due to weekends and holidays.

Can I schedule future payments?
Unfortunately no, this feature is currently not available.

How do I get a receipt for my payment?
When you make a payment over the Internet, print the payment confirmation screen. When you make a payment by phone, make a note of the confirmation number that you will be given. Don’t worry if you don’t catch it all the first time. The system will tell you how to repeat the confirmation number.

Is there a fee for the EZ Pay service?
Not at present. Use of the service will be reviewed on a regular basis. An evaluation to determine whether a small convenience fee should be charged will be conducted in December 2006.

I have more than one utility account. Is it possible to pay them all in one transaction?
Not at the present time. Currently, each account will require a separate transaction.

What is your refund policy?
For information about a possible refund, please call Customer Service at 785-7100.

What are the minimum requirements to view the website?
You should have Netscape version 4.7 or higher (excluding version 6.0) or Internet Explorer version 5.0 or higher. In addition, you should have Java and cookies enabled.

The first screen says I have to register. Is this true?
No. Because you are a City of Hamilton utility customer you are already registered. To access the system, you need two things. First, you need the payment code created especially for you; this can be found on your bill. Second, you need your zip code. That's it! Input both numbers in the proper section of that first screen and you can make your payment.

Which zip code is used to access the payment system?
The five-digit zip code of the service address is the one you need to use.

What is the payment code?
The payment code is a combination of your six-digit account number and your six digit customer number.