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Customer account numbers will change.

Your old account number consisted of 2 parts separated by a dash. The first half has increased to 9 digits with leading zero's and the second half has increased to eight digits with leading zeros.

Example: Old Account Number: 12345-6789

New 9 digit Customer Number: 000012345

New 8 digit Account Number: 00006789



Online personal banking institution payments should be entered by combining your new customer number followed by the new account number. Please note, your bill remittance stub lists the exact number to use for your online bank payments.

Example: 00001234500006789




Credit card payments made over the phone through Invoice Cloud's automated system will ask for the "Customer Number and Account Number"  you will need to enter your 17 digit Customer Number/Account Number combination.

Example New 17 digit Customer/Account Number: 00001234500006789



St. Cloud Utilities website payments made via credit card or e-check will ask you for your account number and customer number individually.


Example New 9 digit Customer Number: 000012345

Example New 8 digit Account Number: 00006789



How do I sign up for St. Cloud Utilities website?


It’s easy! Simply go to our web site at http://myutilities.stcloud.org or the main website
http://www.stcloud.org/utilities and complete the registration page to set up your personal account. Your registration will be processed immediately, and a verification code for your initial login will be emailed to you. You may begin making online payments with your first login.



What information do I need to sign up at myutilities.stcloud.org?

You will need to enter your account number and your customer number. Please enter all numbers, including the zeros.




How do I register when my name is the second name on the account?



Two or more people can register your account using unique Username and Password combinations. You will just need to know your account and customer numbers.




What can I use as my Username?



Your Username can be anything you want. We do not require any specific combination of letters, numbers or special characters. You will use this Username every time you login to My St. Cloud Utilities.

The Display Name is a field required for internal purposes. We do not require any specific combination of letters, numbers or special characters. You may use your Username if you choose.




What can I use as my Password?



Your password must be at least 7 characters long, but it can be anything you want.




Does the Password require a combination of letters and numbers?



We do not require any specific combination of letters, numbers or special characters. The password is case sensitive.




Where is my Verification Code?


A Verification Code is necessary for your initial login to My St. Cloud Utilities. When you successfully register your account, a Verification Code will be sent to your email address. If you do not see this email in your Inbox, please check your Junk Email folder. Your Internet Service Provider or Email Provider may have automatically flagged the email as Junk. If you did not receive the email, you may have mistyped your email address during registration. Please email Customer Service at
customerservice@stcloud.org  for assistance.




I can’t log in/my password doesn’t work.


Your password is case sensitive. Please be sure to type the password using upper and lower case characters as needed. You can retrieve your password from the website and a email will be sent to the registered email address. Also, if you have moved from the address you registered your account at initially, you will need to re-register using your new customer/account number combination.




How do I change my password?

You can change your password any time by clicking on Change Profile and then Manage Password.




What if I forget my password?

You may request a password reminder by selecting "Forgot your password" on the login page. Enter your username, then click on Send Password. Your password reminder will be sent to your email address saved in My St. Cloud Utilities.



Can I make a one time payment without registering?

St. Cloud Utilities customers can  pay bills online without having to register for an My St. Cloud Utilities account. All that’s needed are the customer and account numbers plus a valid American Express, Discover, Visa or MasterCard. A debit card with the Visa or MasterCard logo are also accepted.



What are eBills?

The eBill is a PDF that you can view download and print or retain for your records. If you select to receive eBills during the registration process or by selecting the eBill option in Change Profile then select manage Profile after you are registered, you will get an email notification each month when your new bill is available. Be aware that selecting eBills will cancel your mailed paper bill and you will only receive the eBill beginning on your next billing cycle.



I am trying to make a payment online, but am unable to proceed. What's wrong?

Once you select your payment method and click the submit button, you will be directed to a 3rd party site in order to complete your payment. Be sure to click the OK on the message notifying you that you are being redirected. If you still don't see another window with your payment options, your pop-up blocker may not be allowing the payment site to open. Adjust the settings on your pop-up blocker to allow pop-ups from St. Cloud Utilities.



What is my Security Code?

For your protection, credit card Security Codes are required. This is the 3-digit code on the back of the credit card on the signature line.






What if the payment processing system seems delayed or slow while I'm making a payment?


Payment processing should be a smooth, quick transaction. However, in the event that it seems slow, it's important to click the Submit button only once. Your payment will be processed, and you will receive a confirmation. Clicking the Submit button multiple times may generate multiple payments, in which case your Financial Institution may choose to hold your funds temporarily.




Will I receive confirmation of my payment from the website?

After you make a payment with a credit card, a screen confirming successful payment will show the payment card, date, time and amount. You may print a copy of this confirmation screen for your records.




When will you know I paid on the website?

All payments are posted as pending immediately on your account. Payments will be updated by 12 p.m. CST Monday - Friday. Payments submitted after business hours or on a City of St. Cloud holiday will be posted the following business day.



Do I have to pay the full amount of the utility bill?

Partial payments are accepted. *However, if the total amount due is not paid by the due date, the bill is considered delinquent and will be subject to late fees and possible disconnection.*




Will paying online prevent service disconnection?


Yes. Payment must be made by 5:00 p.m. Monday - Friday the day prior to disconnection.



If my utilities are disconnected, will paying online turn it back on?


If you would like to make a payment to restore your utility service, please contact Customer Service Monday - Friday between 8:00 a.m. - 5:00 p.m. at 407-957-7344.


http://www.stcloud.org/utilities 

Payment Option

City of St. Cloud - St. Cloud Utilities

Mail

City of St. Cloud



St. Cloud Utilities



PO Box 31304



Tampa, FL 33631-3304 

Drop Box payments (no cash)

* 24 hour drop box located on the west-end of City Hall. Payments are sent to the payment processing center in Tampa and are not processed on the same day.

* Drop box located in the main lobby of City Hall Building A.  St. Cloud Utilities payments made in this drop box by 2:00 will be processed the same day. 

eCheck

Please visitmyutilities.stcloud.org  orwww.stcloud.org/utilities  to pay your bill with our electronic check. There is no cost to pay by E-check through the website.  Your one-time payment will be deducted from your checking account.



You can also call 407-957-7344 to pay your bill with our electronic check service through Invoice Cloud, an independent service provider.  Invoice Cloud charges a convenience fee of $2.95 per phone  transaction.  Your one time payment will be deducted from your checking account.

Credit Card

Invoice Cloud, an independent service provider, processes all credit card payments made to St. Cloud Utilities Call 407-957-7344 or visitmyutilities.stcloud.org  orwww.stcloud.org/utilities  to pay your bill using our third party vendor Invoice Cloud. Payments may be made using your American Express, Visa, Mastercard or Discover Card. Invoice Cloud charges a convenience fee of $2.95 per $300.00.

Authorized Location

Payments can be made at any authorized third party location (a convenience fee may apply).  Amscot is currently the only authorized third party payment location. 

Automatic Withdrawal

Payments can be made every month automatically by signing up online through our third party vendor Invoice Cloud by logging on to myutilities.stcloud.org and going to "Make a Payment": 

Customer Service Walk-In Center

8 a.m. to 5 p.m., payments can be made in person in the new SCU Customer Service Walk-In Center in City Hall, Building A, first level. 

 

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