FAQ
About making a payment:
Q: Where can I find my Debtor Number or Invoice Number?
A: You can find your Debtor Number and your Invoice Number on your invoice and/or other correspondence you received. It should be clearly marked before the body of the page and in the paystub at the bottom of the page. If you cannot locate your Debtor or Invoice Number, please contact the Finance Department at 408-535-7055, Option 3.
Q: How long does it take to view a new invoice on this site?
A: Invoices are generally available for payment on the eBill site one business day after they are billed.
Q: I have the right info, but I can’t see my invoice on the eBill site. What should I do?
A: If you are not able to find your invoice through this site, please contact the Finance Department at 408-535-7055, Option 3.
Q: If an invoice is in a name other than my own, can I still sign up for E-Bill payment service or otherwise make a payment on that invoice?
A: Yes, but please be sure to use the correct Debtor Number, Invoice Number, and Zip Code as it appears on the invoice/correspondence.
Q: Is there a service fee?
A: Effective May 1, 2024, an additional service fee of 2.66% will be collected on credit card payments by a third party to cover transaction processing fees. To avoid this fee, payments can be paid online on this site via ACH/echeck, paid in person at San Jose City Hall with cash or check, or by mailing a check to 200 E Santa Clara St., 13th FL, San Jose, CA 95113, ATTN: Accounts Receivable.
Q: When is the money for the payment drawn from my bank account?
A: The funds for the payment are debited from your account or charged to your card on the scheduled payment date. Keep in mind that you should always have funds available to cover the payment on that date. Also, make sure you do not have any freezes or other blocks on your payment method to avoid a cancelled or returned payment.
Q: How far in advance of the due date should I schedule my payment?
A: We suggest you schedule your payment for at least 3 business days before the actual invoice due date.
Q: How can I confirm that a payment has been made?
A: You should receive a confirmation email with details of your payment. If you enrolled with eBill, you can log in and look under the History in the Pay My Bills window. There should be a payment status there.
You can also check to see if the funds have been drawn from your bank account or charged to your card, or you can contact the Finance Department at 408-535-7055, Option 3, the next business day after your payment date.
Q: Can I set up a Payment Plan?
A: Yes, at the Finance Department’s discretion. Please contact the Finance Department at 408-535-7055, Option 3 to discuss setting up a payment plan.
Q: Can I make a payment for more than my outstanding balance?
A: No. You can pay up to the full amount due, but we are unable to accept any over-payments.
Q: Can I make a partial payment?
A: Yes. However, please make sure to pay the rest of the outstanding balance before the due date, unless you are on a payment plan or have been instructed not to by the Finance Department. Failure to pay the outstanding balance in full may result in penalties, interest, or other late fees being accrued on the account. If the account remains unpaid, the outstanding balance may be forwarded to a collection agency or legal action may be taken.
Q: The outstanding balance shown on this site seems incorrect. What should I do?
A: If your invoice balance seems incorrect, please contact the Finance Department at 408-535-7055, Option 3.
Q: What do I do if the payment amount or payment date is incorrect?
A: If the payment amount or payment date is incorrect, please contact the Finance Department at 408-535-7055, Option 3.
Q: I paid this invoice. Why was my payment returned?
A: Please check with your bank. If your payment was returned, it could be because of insufficient funds, a closed account, a frozen account, or other bank-related reasons.
About your invoice:
Q: I have questions about what my invoice is regarding, or believe I was invoiced in error. What should I do?
A: If you have questions about what your invoice is regarding, please contact the billing department’s contact noted on your invoice. If a contact for the billing department is not listed, please contact the Finance Department at 408-535-7055, Option 3.
Q: I paid my invoice. Why did I still receive a late notice?
A: If you paid your invoice but still received a late notice in the mail, double check the balance of your invoice on this site. If no balance is shown, you can either disregard or contact the Finance Department at 408-535-7055, Option 3 to confirm the balance is paid. It is possible the notice was already in the mail before payment was made. If there is an outstanding balance and you believe you paid the invoice in full, please contact the Finance Department at 408-535-7055, Option 3.
Q: My invoice is past due. What should I do?
A: If your invoice is past due, please make a payment as soon as possible. Penalties, interest, or other late fees may have started to accrue on the account. If the account remains unpaid, the outstanding balance may be forwarded to a collection agency or legal action may be taken. If you have any questions about the amount due on your invoice, or would like to set up a payment plan, please contact the Finance Department at 408-535-7055, Option 3.
Q: How much of my invoice is late fees?
A: After validating your invoice, you should be able to see the outstanding balance of your invoice, including how much is the original invoiced amount and how much is P&I or other late fees (your “Adjustments” line.) For a more detailed breakdown of your invoice, please contact the Finance Department at 408-535-7055, Option 3.
Q: The outstanding balance on an invoice I received seems incorrect. What should I do?
A: You can check your outstanding balance on the eBill site. This balance is updated daily, accounting for any payments or adjustments made in the last 2-3 days. If your invoice balance on the site seems incorrect, please contact the Finance Department at 408-535-7055, Option 3.
Q: My address is incorrect on my invoice or on the eBill site. What should I do?
A: If your address is incorrect on your invoice or on the eBill site, please contact the Finance Department at 408-535-7055, Option 3.
About enrolling in eBill:
Q: Do I need any special hardware or software to sign up for this E-Bill Express payment service?
A: No special hardware or software is required to use this service. You will only need Web access and your browser. Please note that some older browsers use 40-bit encryption. For the highest level of security available, we suggest you use 128-bit encryption to access the site.
Q: After enrolling in this presentment and payment service, when can I start paying my invoices?
A: After you complete and submit the enrollment form and respond to the activation email, we will start your service immediately. You can then access the service to pay an outstanding invoice or view past invoices.
Q: What if I forget my password?
A: On the log-in page, there is a link (“Password Help?”) that you can use to reset your password. Instructions will be sent to the email you used when you enrolled.
Q: How am I billed for enrolling?
A: There is no cost for enrolling in and using this payment site. See the Terms of Service for complete details. Effective May 1, 2024, an additional service fee of 2.66% will be collected on credit card payments by a third party to cover transaction processing fees. To avoid this fee, payments can be paid online on this site via ACH/echeck, paid in person at San Jose City Hall with cash or check, or by mailing a check to 200 E Santa Clara St., 13th FL, San Jose, CA 95113, ATTN: Accounts Receivable.
Q: How do I cancel my enrollment?
A: To cancel, you can log in and click “Un-enroll,” or you may contact the Finance Department at 408-535-7055, Option 3.
Q: If an invoice is in a name other than my own, can I still sign up for E-Bill payment service or otherwise make a payment on that invoice?
A: Yes, but please be sure to use the correct Debtor Number, Invoice Number, and Zip Code as it appears on the invoice/correspondence.
Q: If I enroll, will I receive a reminder that I have a new invoice ready for viewing and paying?
A: You will receive an e-mail notification reminding you that an invoice has been uploaded and is ready for payment.
Q: How long does it take to view a new invoice?
A: Once you enroll, any existing outstanding invoices are available to view and pay immediately. Invoices are generally available for payment on the eBill site one business day after they are billed.
Q: Can I store or view paid invoices?
A: You can view paid E-Bills by looking at "Search and Pay my Bills." E-Bills will be available for a period of time, typically six to twelve months. You can always use your browser's print function to print the invoice if you want to keep long-term records.