What is the difference between eCheck and Official Payments?
eCheck is a free online payment service provided by the City Treasurer for payment of combined water/storm water bills. This service will allow you to make an electronic fund transfer directly from your designated personal or business bank account. The eCheck service can only be used for the combined water/storm water bill.

If you prefer to use a credit card, the City Treasurer has partnered with Official Payments to allow payment for current combined water/storm water bills, personal property tax, real estate tax and parking tickets (Official Payments charges a convenience fee for this service). Credit cards accepted include American Express, Visa, Master Card and Discover.

Why can't I use eCheck to pay my personal property tax, real estate tax, or parking tickets?
The City of Virginia Beach is dedicated to bringing you the latest technology to make life more convenient for you. We are working continuously to bring you more payment options and will make them known to the public as they become available.

I type in my account number and ZIP code and the screen refreshes and makes me do it over again. What am I doing wrong?
Most of the time that this happens is due to the fact that a sixteen (16) digit bill number is being presented when in fact the length of the bill number is seventeen (17) digits in length. Under the input area there is a picture of the bill indicating where one can find the bill number. An error message in red near the top of the screen says, "The system cannot validate your account information. Please try again."

I got the following error message...

• "The system cannot validate your account information. Please try again."
  Your account number was not entered correctly. It is a 17-digit number.

• "Payments cannot be made for this account at this time. Please contact Customer Service at 1-757-385-4631"
  A returned item (bad check) was used on the account through eCheck within the past year.

• "The routing number is invalid or not formatted correctly, please try again."
  The banking institution routing number on the bottom of your check was entered incorrectly.

• "You have entered an invalid ZIP code, please try again."
  Please use a valid City of Virginia Beach ZIP code.

What is the difference in my account number on the payment slip as opposed to the account number reference in bill summary?
Your account number appears on your payment slip (coupon) in two locations. One is a sixteen digit number and the second is a seventeen digit number. eCheck uses the seventeen digit number because there is a mathematical formula built into it saying that it is a correct account number.

Where can I locate my bank routing number?
You will be able to find your bank routing number on the bottom of your checks. Please look at the example of where to find it on the Internet web page when making your payment.

Is there a certain number of characters that is required for the Bank routing number?
Yes. Your bank routing number contains nine digits. This number is verified by the bank when you enter it. If a mistake is made after you enter the number, you will get an error message asking you to re-enter it.

Is there a certain number of characters that is required for the account number being debited?
No, there is no specific number of characters for a bank account number. Each banking institution has their own numbering system.

Why can't I use this service if my bill is due within three business days?
It takes the banking service approximately three days to convert your request into the appropriate action to have your bank account debited and the City's bank account credited with your money and to also notify the City of your account number to be paid.

What is considered three business days?
Business days are Monday through Friday except for holidays and emergencies.

How long will it take for my payment to be posted to my water bill account?
It will take two to three business days for your transaction to be posted to your account.

If I future date a payment, can I cancel it at any time prior to the payment date?
Yes, on future dated payments, the transaction can be canceled anytime prior to the daily cutoff time on the "payment" date. Please contact the Treasurer's office at 757-385-4445 and ask to speak to an accountant in charge of eCheck. Otherwise, unfortunately, it cannot be stopped.

Will I be charged a fee from the city for any returned items (bad check)?
The City has a return check fee of $35.00. Since eCheck is a payment by check, a fee will apply.

Can I still use this service if I have an item returned?
If you have made a payment on this system in the past and your banking institution was not able to make the payment good, you will not be able to use this service for a period of one year after notification of the bad check.

What happens if I don't have money in my account when the request goes through?
Since eCheck is a checking service, your banking institution sees this service as a bad check. You will be charged a bad check service fee from your banking institution and not be allowed to use eCheck for a period of one year upon notice of the bad check plus a $35.00 returned check fee from the City.

I submitted a request to debit my account and would like to stop the transaction. What do I do?
If you submitted this request today and it is before 4:30PM (weekdays) you may contact the Treasurer's Office at 757-385-4445 and ask to speak to an accountant in charge of eCheck. Otherwise, unfortunately, it cannot be stopped.

Can I use a business checking account to make my payment?
Yes.

Can I make a payment to a water bill if the name of the bank account is not the same as the name on the bill?
Yes, as long as you are the owner of the bank account.

What if I put the incorrect water bill account number on the payment request and have already confirmed the payment request?
This can only be done if it is a correct Public Utilities account number. If you have incorrectly typed in the wrong water account number because you have more than one to pay, you will have to contact Public Utilities to have the money moved from the incorrect account to the correct account. You may contact Public Utilities at 757-385-4631.

Do I automatically receive an email confirmation of my payment request?
No. You must request an e-mail confirmation. You will need to fill in your e-mail address where indicated on the Web form and click on Send E-mail Confirmation.

Am I able to print a copy of the payment request?
Yes, you may. Use your Internet Browser controls to print the page(s) as you fill them out.

Will I get an email notification if there is a problem processing my payment?
Since this is a checking service transaction, if your eCheck transaction bounces (bad check) you will receive notice from your banking institution of the bad check. If for some reason the City has a problem with processing the monies received, the City will contact you as soon as this is found out.

What type of encryption is being used in transmitting the data?
SSL Secured 128bit.

Can I view and print my payment history online?
Yes. Use your Internet Browser controls to print the page(s) as you fill them out.

Can I use my savings account?
If your banking institution allows you to direct debit your savings account you may use it.

Why do I have to re-enter personal and bank account information every time I want to make a payment? Can't this information be captured once and retained for future payments?
Currently, only the one-time payment model is being offered for eCheck payments. This will allow payments to be made, however, personal and bank account info will not be retained for future payments. No enrollment process is planned for the immediate future.

I have searched these questions and answers and I have not found the answer to my question. What more can I do?
If the question pertains to the water bill itself, please call Public Utilities Customer Service at 757-385-4631. If the question pertains to using eCheck please email eCheck@VBgov.com.