Frequently Asked Questions: Billing Or Service
Browse our Frequently Asked Questions for quick answers to common Billing or Service questions.
Web Self Care General Questions
Login/Registration
One-Time/Reoccuring Payments
eBill Notification
1. What is Web Self Care?
Web Self Care is a new bill payment option that lets you schedule and make payments as well as receive and pay "eBills" online. You can make payments anytime, anywhere, from almost any computer with Internet access. You can also set up recurring payments, install new service , and upgrade existing service .
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2. How do I start using Web Self Care?
To enroll in Web Self Care, simply visit the registration page and supply the required information. Be sure to have a printed bill at hand as you will be asked to supply your account number and zip code.
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3. What are the benefits of Web Self Care?
Save time Decide when & how much to pay Receive payment confirmation Receive e-mail notifications when your bill is ready
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4. How much does it cost?
It's FREE! Web Self Care allows you to manage your account online at no additional charge.
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5. How secure is my bill payment and personal information?
Web Self Care service uses the following methods to ensure that your information is secure: - User Name and Password Your user name and password are unique identifiers that only you know. If you don't share your user name and password with anyone, then no one else can sign onto Web Self Care service site pretending to be you. - SSL Web Self Care service uses SSL (secure sockets layer) that ensures your connection and information is secure from outside inspection. - Encryption Web Self Care uses 128-bit encryption to make your information unreadable as it passes over the Internet. - Automatic Sign Out Web Self Care automatically signs you out of a session if you are inactive for a period of time. We recommend you sign out immediately after you are finished scheduling and making payments.
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6. Do I need any special hardware or software to sign up for Web Self Care service ?
No special hardware or software is required to use this service . You only need web access and your browser.
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7. What if I forget my password?
Click on the link, "Forgot Password?" on the login screen. Your password will be sent to you at the email address specified by you during the registration process after verifying your credentials. If you have forgotten the answer to your security question, please contact a Customer Care representative for assistance.
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8. Is the security question case-sensitive?
Yes.
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9. What do I do if my account is disabled?
For security reasons, if you enter your password incorrectly more than five times, the system will automatically disable the account. When this happens, you must click on "Forgot Password?" Then enter your e-mail address, and answer the security questions. You will receive a new password via e-mail.
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10. How do I change my password?
Once logged into WSC, click on the Update User Details link in the menu bar. Then supply your new password in the appropriate fields and click 'Submit'.
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11. Where can I find my account number?
You can find your account number on a recent printed bill on the return portion of your statement.
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12. Where can I find my 9-digit zip code?
The zip code is located below the address. If your account does not include the "+4" extension, just enter just the 5-digit zip code.
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13. What if I register with the wrong email address?
If you are already logged into Web Self Care, you can change your email address in the Update User Details section. If you haven't received your initial password, you will need to contact a Customer Care representative to have your email address changed.
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14. What do I do if I transfer my service to a new account?
You will need to register your new account information in Web Self Care by going to the registration page and supplying your new account number.
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15. What if I do not receive an email with my password?
It is possible that Web Self Care was unable to send your initial password to the email you supplied during registration. Spam filters on certain ISPs could cause this. You will need to contact a Customer Care representative to have your email address changed.
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16. Can my username be my email address?
Yes, you can setup your username to be the same as your email address. But keep in mind that Web Self Care allows you the ability to change your email address, but not your username. So if your email address changes, and you want to change your username as well, you will need to contact a Customer Care Representative.
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17. What if I have multiple statements with this company?
Web Self Care registers each user at the account level, not the statement level. Therefore, if your account has multiple statements, you only need to register the account once. The username you register will have access to all the statements tied to this account.
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18. What payment methods are accepted?
You can make a payment using a major credit card. You can also make a payment with your checking account by providing your bank routing and account number located at the bottom of one of your checks.
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19. Can I use my debit card to pay online?
Yes, you can use a debit card just as a credit card as long as the card's billing address is the same as the service address. Please inquire with your bank on the use of your debit card.
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20. Can I make a payment greater than my regular monthly payment amount?
Yes, when you are paying at the statement level, simply type in the amount of the payment you wish to pay instead of your regular monthly payment amount. To pay at the statement level, click on the 'Pay Now' button under the statement section. (Note: If you choose the 'Pay Now' button in the summary section, you will not be able to change the amount as this will pay off your account for all statements.)
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21. How will I know if my payment was successful?
After submitting a one-time payment, you will receive an email with the status of your payment. Payments made online usually show up in Web Self Care usually within 24 hours under the 'Unbilled Transactions' link.
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22. What if my credit card is rejected by Web Self Care?
Some banking institutions require an exact address match. If the service address in our system does not match the billing address associated with your credit card, a problem could occur. If this occurs you may need to contact your bank or select another form of payment.
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23. What if my bank routing number does not work?
If the bank routing number does not work, the number may not match the bank routing number in the billing system. In this case, you will need to speak to a Customer Care representative for initial setup. (This only needs to be done one time.)
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24. When is the money for the payment drawn from my bank account?
The funds for the payment are debited from your account on the scheduled payment date or due date for recurring payments. However, money is drafted within 24 hours for one-time payments.
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25. Why can't I change my payment amount?
When you are paying at the statement level, you can change the amount to pay by simply typing in the amount to pay instead of your regular monthly payment amount. If you choose the 'Pay Now' button in the summary section, you will not be able to change the amount as this will pay off your account for all statements.
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26. How do I pay off all my statements at once?
If you choose the 'Pay Now' button in the summary section, this will pay off your account for all statements.
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27. How do I set up recurring payment?
Be sure your account has a zero balance. Then follow the steps to change your payment method. After accepting the terms and conditions, provide your account information and your bill will be automatically paid starting on the next billing period.
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28. If I have a balance in my account, can I set up recurring payment?
Yes, however, the current balance will not be drafted until the next time your bill cycles. Therefore, the balance (two months' worth) will be pulled immediately after your next bill generates and not on the due date you selected. We strongly suggest you make a one-time payment first, then set up for recurring payment. This will avoid any confusion later on.
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29. How far in advance of the due date should I schedule my recurring payments
?
Your payment can be scheduled up to 20 days prior to your due date.
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30. Why don't I see the button to change my payment method?
You will not be able to setup a recurring method of payment until after your account goes through at least one billing cycle. If you have already gone through a billing cycle, please contact a Customer Care Representative for assistance.
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31. What is an eBill?
An eBill is a visual representation of the charges that appear on your printed statement. The statement viewed online might not exactly match the layout of your printed statement, but the charges will be the same.
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32. When will I receive an eBill notification?
When the currently billing period is complete, if you have chosen to stop your printed bill, you will receive an email reminder informing you that your online bill is ready to be viewed.
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33. How do I stop my printed bill?
For each statement, you will see a section title 'Print Method'. Select the 'Change' button and choose the option for 'Email Bill'. This will turn on the eBill notification functionality reminding you that your bill is ready to be paid every month. Depending on the timing of your change, you might receive one more printed statement.
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34. How do I restart my printed bill?
For each statement, you will see a section title 'Print Method'. Select the 'Change' button and choose the option for 'Printed Bill'. This will turn off the eBill notification functionality reminding you that your bill is ready to be paid every month. Depending on the timing of your change, you might receive one more eBill notification.
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