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CREDIT CARD DRAFT ISSUE:
Due to a security update to the online portal site, we have received calls about cards getting declined with the reason stating, "Verify your payment information with your bank before trying again."
We reached out to Tyler Tech (our Point of Sale), and they informed us that the credit card processor "The site now uses ZIP code validation, meaning it checks the ZIP code entered by the customer against the ZIP code on file with the card issuer." This is a security enhancement from the credit card processor to better protect your information. The error message the customer receives is confusing and does not directly indicate which part of the card information (in this case, the ZIP code) is incorrect. Customers are directed to verify the card information with their card issuer, in essence to confirm that all of the information is correct. The information on the site cannot be entered, edited, or removed by CEW&SA.
Once the zip code is updated to reflect what their card issuer has on file, they can attempt their payment again.
We have seen success when customers completely delete their saved card information from their online portal site and then set it up again as if they were doing it for the first time. This applies to customers who manually pay online or have their card set up on card draft. If you pay your water bill by credit card draft, take the time now to check all of the information including the zip code you entered and expiration dates.
We have also informed customers that if they want to continue with a drafting option, we offer a Bank Draft using their routing and account numbers. There are no additional fees for the bank draft as there are with credit card draft. Choosing bank draft through the office will alleviate the fustration caused by ever-changing security enhancements or expired credit cards. Email us today at cewsa@cewsa.com or call 334-567-6814 for information on getting set up on Bank Draft. Always remember to monitor your email and bills regularly, because that is how you will be notified of issues. If your email address changes, remember to update it in the office and the online portal.
Issues Accessing the Municipal Online Bill Pay Portal:
If you are having issues accessing your account through the municipal online bill pay, try a different web browser; such as, Chrome or Edge.
