FAQs for Online Utility Payments

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  • Is there a fee for paying my bill electronically?

    No.  There is no fee for using this service.

  • What forms of payment are accepted online?

    We accept American Express, Discover, Mastercard, Visa, and Electronic check using our secure website.

  • How secure is my payment information?

    Your online payment is completely safe and secure. Your payment will be processed by Official Payments Corporation, a leading provider of electronic payment solutions for the IRS and more than 3,000 state and local governments. Payments will be made directly through the Official Payments Corporation secure website, which uses a secure connection and meets Payment Card Industry (PCI) compliance standards.

  • How long does it take my online payment to go through?

    Payments will be posted to your utility account the following business day. If your payment needs same-day posting, please do not use this service. Contact the Utility Billing Office at (626) 932-5517.

  • Who can use Monrovia Self Service Online?

    In order to use Monrovia Self Service Online you must be the holder of an 'active' utility account.

  • Am I able to schedule a recurring payment using Monrovia Self Service Online?

    Monrovia Self Service Online does not accommodate recurring payments. However, recurring payments, using a checking or savings account, can be made by signing up for the City’s Electronic Funds Transfer (EFT) program.  When you are set up on the City’s EFT program, you will still receive a paper bill that shows the amount automatically deducted from your checking or savings account. Our EFT program is a hassle-free, no-worries way to pay your bill.

    For an application, please click on the link at the bottom of this page and complete the application.  Applications may be submitted, during normal business hours, to our Utility Billing Office located at 415 S. Ivy Avenue, Monrovia.

  • Can I make a partial payment or pay more than the total amount due?

    Yes, any payment amount will be accepted.

  • How can I confirm that a payment has been made?

    You will receive a confirmation number at the end of your online transaction. This confirmation number, as well as your credit card or bank statement, will provide confirmation of your payment. You will also be issued an onscreen digital receipt, which can be printed for your records.

    If you provide an email address during the payment process, you will receive an email verification of your payment.

    In addition, payments may be verified by calling 1-888-357-8394. You will need your payment amount to process your telephone inquiry.

  • Who do I call if my payment doesn’t appear on my credit card or bank statement?

    Call Official Payments’ customer service toll-free line at 1-800-487-4567. Press 1 for English or 2 for Spanish and choose Option 2.

  • What if I don’t want to pay online? What other payment options do I have?

    • Electronic Funds Transfer (EFT) – The City’s EFT Program allows automatic payments from a current checking or savings account. When you are set up on our EFT program, you will still receive a paper bill that shows the amount automatically deducted from your checking or savings account. For an application, please click here for the Electronic Funds Transfer Application and complete the application. Next, contact our Utility Billing Office to complete the process.
       
    • Pay by Phone – Phone payments may be made by calling 1-800-272-9829. Visa, Mastercard, Discover, American Express, and E-check payments are accepted. There is no fee to pay by phone. Please note that payments will be posted to your account the following day.  When asked for payment option, please select Option 3 (for all other payments) and when prompted for a jurisdiction code, please use 1573.
       
    • Mail-In - Payments may be sent via US mail, using the envelope enclosed in your billing statement.
       
    • Walk-In – Payments are accepted at our Utility Billing Office during normal business hours. An external drop box is also available for payments made outside of our normal business hours. Our Utility Billing Office is located at 415 S. Ivy Avenue, Monrovia.
       
    • Online Banking – Most banks offer online banking payment solutions. These payments are initiated by you and are handled differently depending on your banking institution. Please note that receipt of payment may be delayed, depending on the institution, as some payments are sent via US mail. For more information, please contact your banking institution.
  • What do I need in order to access Monrovia Self Service Online?

    You will need your Customer Number and Account Number. You will also need an Internet connection and a browser that supports Secure Sockets Layer (SSL) 128-bit encryption. You will also need to disable your pop-up blockers.

  • I clicked my Back button on my browser and got an error?

    You will see an error message if you click your Back button while attempting a transaction.  This is a security feature which is designed to provide additional website security. It is recommended that you use the “Cancel” button when navigating through the online payment process.

  • Is there a particular web browser that I should use that works best with your online bill pay application?

    You need to use a browser that supports Secure Sockets Layer (SSL) 128-bit encryption. We recommend that you use the latest version of the browsers such as Microsoft Internet Explorer, Firefox, Google Chrome or Apple Safari. If your browser does not support this encryption, and you prefer to pay by telephone, please call 1-800-272-9829.

  • What information can I access using Monrovia Self Service Online?

    You may access water consumption and bill history information for the last thirteen months. And, of course, you may pay your bill.

  • Who do I call if I need assistance making my online payment?

    Please contact our Utility Billing Office during regular business hours.


    Monday - Thursday 7:00 am to 6:00 pm
    Friday 7:00 am to 5:30 pm
    Phone:
    Fax:
    (626) 932-5517
    (626) 932-5566