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Online Water Billing Frequently Asked Questions

City of Elgin Click2Gov (C2G) Frequently Asked Questions

Program Overview

What are the advantages of using the C2G program?

Is there a charge for using the C2G online program?

How do I contact Customer Service with questions or problems with my C2G account?

Is paying my bill online safe?

How do I verify the resolution settings on my monitor?

How do I verify the “cookies” settings on my PC?

 

Enrollment

Who can enroll in the C2G online program?

How do I sign up for the C2G program?

What are the requirements to enroll in the C2G program?

What should I do if I get “stuck” during the enrollment process and cannot continue?

 

Payments

What are the payment options when using the C2G online program?

Can I pay my bill with a credit or debit card over the phone?

How long will it take to deduct the money from my chosen payment option?

Will there be a charge if my debit card or E-Check transaction is returned?

Can I pay only a portion of my bill?

Can I set up my credit card or checking account information so the Bill can be paid each month without signing on to C2G?

 

Account/Bill

Can I change the billing address listed on my account online?

What if I forget my PASSWORD?

Will I continue to receive a paper copy of my bill?

Can I view my bill online if I already pay with Automated Bill Payment?

How can I “save” my card information online so I don’t have to enter it again every time I make a payment?

What if my credit or debit card information changes?


Program Overview

What are the advantages of using the C2G program?

Using C2G saves you time, money and postage by not having to write and mail a check. It’s a convenient, hassle-free payment option. All you have to do is complete the enrollment process online. You can also:

  • View your bill and pay the amount due directly from your credit or debit card.
  • View account information such as your account status, balance due, date of your last bill, and date and amount of your last payment.
  • View account histories.
  • Enroll in Auto-Pay
  • Change your credit/debit card payment information at any time.
  • Change your password.
  • Change your mailing address for your account.
  • Change the email address listed for your account.
  • Change your email notification preferences.
Is there a charge for using the C2G online program?

No, this service is currently free of charge. However, if you pay your bill with a bank debit card and your bank returns the transaction, your payment will be reversed by the City of Elgin. We will charge your account the standard $25.00 fee for each returned transaction.

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How do I contact Customer Service with questions or problems with my C2G account?

To contact the City of Elgin Customer Service, call (847)931-5630, Monday through Friday between the hours of 8:00 a.m. and 5:00 p.m.

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Is paying my bill online safe?

The City of Elgin is committed to providing a secure Internet environment for your transactions. We have taken precautions to ensure your information is transmitted safely and securely. The level of security is achieved in part by:

  • Protecting the privacy and the confidentiality of the communications between your browser and our servers.
  • Verifying that only authorized persons are allowed to access the online system.
  • Maintaining isolation of our computers from the Internet.
  • Credit card information stored in the C2G electronic “billfold” is highly encrypted.
  • Offering 128-bit encryption that protects your information as it is sent across the Internet.

We chose VeriSign SSL for secure e-commerce and confidential communications.

We strongly urge you to use a browser that supports a level of 128-bit encryption for your security. Versions 4.0 or greater of Netscape and Microsoft Internet Explorer will support this level of security. If you use a different browser, verify that it supports this level of encryption for your security and confidence.

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How do I verify the resolution settings on my monitor?

This will depend on your specific brand of monitor, but generally:

  • Go to your PC desktop and click on the right hand button on your mouse:
  • A box will pop up - select “Properties”. (The “Display Properties” box will appear.)
  • Look for and click on the “Settings” tab
  • Look for the area that allows you to change the “pixel” settings. (Your settings should be at least 1024 by 768 pixels for best viewing of the C2G site.)
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    How do I verify the “cookies” settings on my PC?

    Cookies are small files deposited on your computer that allow the City of Elgin to recognize you while you are on the C2G site. Most browsers provide an option to notify you as cookies are being written or to automatically accept cookies from a list of trusted domains you establish.

    To verify your settings, the process will vary depending on which browser you use, e.g.:

    • In Microsoft Internet Explorer, it must allow a first party “cookie” from the C2G site
    • In Netscape Navigator, it must allow a “cookie” from the originating C2G site
    • Please consult your individual browser’s instructions to find out more about this setting.

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    Enrollment

    Who can enroll in the C2G online program?

    Anyone who is an active water customer of The City of Elgin may enroll in the program.  If you are paying a water account that has been shut off for non-payment, you must contact Customer Service by phone to re-establish your service at (847)931-5630 during our normal business hours, Monday through Friday from 8:00 a.m. to 5:00 p.m.

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    How do I sign up for the C2G program?

    Have a copy of your latest bill handy, as you will need the following information on the first page:

    Customer Account ID - include the “-” (hyphen) in your full account ID

    Last payment amount
    Click here to access the online payment webpage

    • If you do not have your latest water bill, please call Customer Service Representatives at (847)931-5630 to obtain your most recent bill information.
    • To enroll, users must have an e-mail account and their most recent utility bill.
    • Find your account number and last payment amount on your utility bill.
    • Click here to Register and Sign On.
    • Click on Create Password.
    • Enter your account number and last payment amount. The account number must be entered exactly as shown on the utility bill with the dash and no spaces, such as 12345-6789.
    • Click on Submit.
    • Create a new password by entering the requested information. The password must have between 1 and 10 characters. Click on Submit.
    • Next, click on Exit. You will receive an email from the registration process. Please open the email, and click on the link within that email to complete the registration process.
    • After you have clicked on the link to complete the registration process, a screen will appear that states your account has been enabled. Your registration process is now complete. Click here to sign on the system.
    • To access your account information, sign on using your account number and new password.

     

    Once you have logged in you can pay, view comprehensive, current account information, billing history, and service and consumption summaries.

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    What are the requirements to enroll in the C2G program?

    You must have a PC with an internet connection and an email account, because you will receive a verification email from the City of Elgin that contains the password for your account, which can be retained for your records. Although we do not recommend any specific browser, for security reasons we have tested C2G on the Microsoft Internet Explorer and Firefox browsers.

    Have a copy of your bill handy, as you will need your account information during the initial enrollment process. Your account must be in “active” status to enroll.

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    What should I do if I get “stuck” during the enrollment process and cannot continue?

    If this happens, please contact a Customer Service Representative at (847)931-5630 during our normal business hours, Monday through Friday from 8:00am to 5:00pm CST.
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    Payments

    What are the payment options when using the C2G online program?

    You can pay by credit or debit card, if the card has the Visa, MasterCard or Discover logo. We do not accept other cards at this time.

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    Can I pay my bill with a credit or debit card over the phone?

    Yes, the City of Elgin has a 24 hour automated system.   Please call (847)931-5630 and dial 1 to connect to the automated system.

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    How long will it take to deduct the money from my chosen payment option?

    Payments are processed the same day. We transmit our batch requests once a day, and the clearing house processes all received transactions at midnight. When your payment is entered into the C2G system, it will show as “pending” until the money is received. The money is then posted to your account the same day it is received by the City of Elgin.

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    Will there be a charge if my debit card transaction is returned?

    Yes, we will reverse the transaction, and as with other returned items, i.e. bank drafts or checks, we will charge your account the standard fee, which is currently $25.

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    Can I pay only a portion of my bill?

    C2G will accept partial payments. However, you must contact Customer Service if a payment plan is needed to pay the remaining balance.

    If your water service has been shut off and you are paying a delinquent bill, you must contact Customer Service by phone to re-establish your service at (847) 931-5630.

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    Can I set up my credit card or checking account information so the Bill can be paid each month without signing on to C2G?

    C2G enables you to enroll in Auto Pay.  From the “Account Information” screen, select “Auto Pay”.  The next screen will prompt you to select “Enroll” from the menu.   If you already have credit card information in your billfold you may select “Enroll”.  Follow the instructions on the subsequent screens to complete the enrollment process.  If you wish to have your payments automatically withdrawn from a checking account, select “Other ACH” and follow the instructions on the subsequent screens to complete the enrollment process.  If you would like to charge your payment to a different credit card or you don’t have any credit card information in your billfold, select “Other CC” and follow the instructions to complete the enrollment process.  Once enrolled, the payments will be charged as directed on the due date of your water bill.

    E-Check: Please verify routing and account information when enrolling in Auto Pay to avoid additional charges.

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    Account/Bill

    Can I change the mailing address listed on my account online?

    Yes, C2G allows you to change your mailing address, phone number and email address by selecting “Edit Account” from the menu.

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    Will I continue to receive a paper copy of my bill?

    Yes, you will continue to receive your bill in the mail. The City of Elgin offers an E-Mail alert that lets you know when your latest water bill is available for viewing online as well as the bi-monthly Statement paper bill. If you need more information on this process please contact Customer Service at (847) 931-5630.

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    What if I forget my password?

    Go to the main C2G screen and click on the blue “Forgot PASSWORD?” button. A New Screen will appear. You will be asked to enter your account number. Then click on the “Remind Me” button, and you will see the message, “Your PASSWORD has been sent to the email address listed for your account.” You will receive an email containing your password. When entering your PASSWORD, please remember it is case sensitive, i.e. if you chose a PASSWORD of “Password”, then entering “password” would not be accepted.

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    Can I view my bill online if I already pay with Automated Bill Payment?

    Yes. Regardless of the payment method you choose, by enrolling in C2G you will continue to receive a paper bill in the mail and still retain the ability to view your bill online.

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    How can I “save” my card information online so I don’t have to enter it every time I make a payment?

    When you make a payment, on the “Account Information” screen when you enter your card information, look at the bottom of the screen just above the “Continue” button. You will see a small box with text next to it that says, “Save this card information in my billfold.” Click on the box, and the card information will be saved when you click on the “Continue” button. The next time you log in to your account:

    • Click on the link at the left hand side of the screen that says, “Make Payments”.
    • Click on the “Notification and Payment Options” link.
    • In the “Billfold” section, click on the “Pay” button next to the credit/debit card you wish to use to make the payment.
    • On the next screen, you will enter your payment amount and three-digit security code for the card.
    • Follow the instructions on the following screens to complete the payment process.

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    What if my credit or debit card information changes?

    If you have saved your previous card information in your “electronic billfold”, you can update that information by:

    • Signing in to your account.
    • Clicking on the “Payments” link on the left side of your screen.
    • Clicking the “Notification and Payment Options” link.
    • In the “Billfold” section, click the Edit button next to the card you want to change, and revise your information.
    • Click the “Continue” button.

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    Sign on to Elgin’s Water Bill Click2Gov™ here!