Customer Services : Payment Options
Customers who wish to pay their utility bills online, may sign up for Customer Connect or make a One-Time Payment. Customer Connect is our customer account information system. Using Customer Connect customers may:
- View billing and usage history
- Access information for multiple accounts
- Pay by Debit/Credit Card or Electronic Check (processing fee will apply).
Phone and online payments are subject to a $3.75 convenience fee for Debit/Credit Cards and $0.95 for Electronic Check paid to Invoice Cloud. To avoid paying this fee we encourage you to use one of our no fee options listed below:
- Automatic Bank Draft – Payment deducted from your checking account. See instructions below.
- Mail us a check using your Send and Return envelope.
- Pay in person by check, cash or money order at 300 South Washington Street.
In order to access your account information through Customer Connect, you must first register your account. Please have a copy of your bill handy when signing up. To register your utility account will need to enter your account number and customer number listed on your bill to verify that you are signing up for the right account. You will then be prompted to create a username (must not be an email address) and a password. Entering your correct email address is VERY important, because this will be the primary communication method with online access. Please double check your email address before pressing the submit button when you register your account. If you fail to receive your registration confirmation email, make sure that any spam filtering software/service you may be using, is not blocking emails from the cityofshelby.com domain. Please call our Customer Services Department for additional help.
To log in, you only need to enter your username and password that you created during registration. When you first sign up for Customer Connect, you should receive an email that confirms your registration. If you do not receive the confirmation email please contact Customer Services. If you forget your username or password, click on the 'Forgot Username' or 'Forgot Password' links and instructions to reset them will be emailed to email address on the account.
If you encounter any problems, please call us at 704-484-6866.
Automatic Bank Draft
The City provides a convenient program that makes it possible to pay your utility bill without writing a check or making a trip to City Hall. We will work with your bank to automatically deduct the amount of your utility bill each month from your checking account at no charge. You will receive your bill each month for review. The bank draft will process on the date specified on the utility bill.
How do you sign up? Just complete the Bank Draft Authorization Form and return with your next bill payment. Be sure to include a voided check for the bank account you want to use.
With Questions, contact our Customer Services Payments Division at 704.484.6866 option 2 then 2.
AutoPay (Registered Customer Connect users only)
This plan is designed for customers that choose to have their utility bill paid by credit card on a regular monthly basis. The credit card transaction will take place on the due date printed on their utility bill.
Customers may setup autopay by logging into Customer Connect and selecting the 'Paperless Billing' button on the first page of Customer Connect after logging in to your account. The customer will have the responsibility to insure that all credit card information is correct and complete.
There is a $3.75 convenience fee per transaction for debit/credit cards.
Customers can set up autopay for a checking account through Customer Connect as well. To avoid paying a $0.95 convenience fee please set up automatic bank draft through our free service offered at City Hall. Please contact Customer Services for more information.
For more information about ways to pay, please contact one of our Customer Services - Payments Representatives at 704.484.6866.