When can citizens enroll, un-enroll, and/or change their recurring payment information?
The autopay will not allow changes for a particular citizen if the citizen has a autopay payment waiting to be processed. The payment has to manually be deleted before the change can be done OR they need to wait until the payment processes and there is no pending autopay payment on the account. Timeframes are in the city’s control. The payments can be added to the system manually or through a CX billing. The payments process according to the date on the pending payment. There are some processes involving budget billing set up that require a autopay payment to be on the account at all times. This does not apply to all cities, however, since it is based on system control setup for budget and for autopay. If a change is required for a citizen and the citizen is trying to make the change and cant their only alternative is to call the utility and the utility personnel have to determine if the autopay should be deleted and readded or eliminated based on what they can see about the processing
