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 (Convenience will apply).
- Schedule future payments
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 sign up to obtain your PIN. Please have a copy of your bill handy when signing up. You will need to enter a meter number listed on your bill to verify that you are signing up for the right account. You will also need to enter the Name exactly as it appears on your bill (ALL CAPS, etc...). Entering your correct email address is VERY important, because your PIN number will be emailed to you. Please double check your email address before pressing the submit button when you first sign up. If you fail to receive your password by 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 the account number on your bill and your PIN number. To obtain your PIN, you must first sign up. When you first sign up for Customer Connect, you should receive an email that contains your PIN. The PIN is randomly generated and contains both numbers and alphabetical characters. If you have trouble logging in, it may be because some of the letters in your PIN are actually numbers. A lower case L sometimes looks like the numeral 1. Try copying and pasting the PIN into the textbox instead of typing it in. Once you have successfully logged in for the first time, you can easily change your PIN to something you can remember.
Please Note: In order to match your account number to the Customer Connect format. Your account number has two parts. The digits before the dash are your account number. Enter this in first box. The two digits after the dash go in the second box. The beginning zeros are optional. For example:
Your account number as it appears on bill: 00123456-00
123456 would go in the first box. 00 would go in the second box.
The third box is for your 'Personal Identification Number' (also called PIN). This is your Customer Connect password. If you have not signed up for Customer Connect yet, you must do so first to obtain your PIN.
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 deposit slip or 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 select "Make a Payment" or "Pay Your Bill Here." The customer will have the responsibility to insure that all credit card information is correct and complete. An email address will need to be added to your customer profile and an email reminder will be sent to you to update your debit/credit card expiration date.
There is a $3.75 convenience fee per transaction for debit/credit cards.
Customers can set up autopay for a checking or savings 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.