On July 8, Virginia Beach Public Utilities transitioned to a new paperless billing and electronic payment service: Invoice Cloud.

With this change, our customers have access to Invoice Cloud’s online customer portal, with many new and improved features to enhance the customer experience!

New Online Payment Portal Features

  • Pay City Services Bills online as a guest or registered user.
  • View current and prior City Services Bills.
  • Enroll in paperless billing, autopay, and pay-by-text.
  • Schedule a one-time or recurring payment. Customers have the option to schedule their recurring payments for the same day month to month.
  • And more!

Improved Paperless Billing

  • Paperless bill emails will now include a link to the Invoice Cloud portal, where you can view and pay your bill. You will no longer receive your paperless bill as an email PDF attachment.
  • Customers who enrolled in paperless billing through our previous payment vendor do not need to re-enroll. Their paperless billing status has carried over to Invoice Cloud.

Improved autopay

  • Customers now have the option to use a bank account OR a credit card for their autopay plan.
  • Customers will receive an email notification 3 days prior to payment processing and a payment confirmation email after the payment has been automatically processed.
  • Customers who enrolled in an autopay plan through our previous payment vendor and did not designate an end date do not need to re-enroll. Their autopay plan has carried over to Invoice Cloud.
  • Customers who enrolled in an autopay plan through our previous payment vendor and did designate an end date will need to re-enroll in the Invoice Cloud portal. Their autopay plan did NOT carry over to Invoice Cloud.
  • Customers who enrolled in an autopay plan through our previous payment vendor and designated it to start on or after July 8, 2024, will need to re-enroll in the Invoice Cloud portal. Their autopay plan did NOT carry over to Invoice Cloud.

New Paperless Bill Type: Water Service Cutoff Notice

  • Customers enrolled in paperless billing or with an email associated with Invoice Cloud will receive an email notification if their water service is ever disconnected due to nonpayment.
  • The cutoff notice will be available to view in the Invoice Cloud portal and list the payment amount needed to restore service.
  • This real-time notification is intended to provide more opportunity for customers to make payment in time for same-day restoration. Water service will be restored the same day if full payment is made before 3 p.m.

New Account Linking

  • Customers can link multiple Public Utilities accounts within a single log-in in the Invoice Cloud portal.
  • Customers can view multiple open bills across accounts and pay with a single transaction.
  • When customers choose to link accounts, multiple bill notification emails scheduled for the same day are grouped into one email rather than sent separately. Payment confirmation emails are sent separately.

Updated Service Fees

  • No fee: No fee is charged to customers who use a bank account transfer (ACH) payment method to make an online or pay-by-text payment AND are enrolled in paperless billing. No fee is charged to customers who use an ACH payment method to pay their bill via autopay withdrawal.
  • $1.75 fee: A $1.75 fee is charged to customers who use a bank account transfer (ACH) payment method to make an online or pay-by-text payment and are NOT enrolled in paperless billing or autopay. A $1.75 fee is charged to autopay customers who receive paper bills and make an ACH payment not related to their autopay withdrawal.
  • $3.50 fee: A $3.50 fee is charged to customers who use a credit/debit card payment method, regardless of their enrollment in paperless billing or autopay.

Please Note: Even if your paperless billing and/or autopay plan carried over to Invoice Cloud during the transition, your log in information from our previous payment vendor or from PU Online Services did not carry over. You will need to register your account in the Invoice Cloud portal in order to view/manage your account.