Is there a fee for enrolling in autopay?
There are no fees or additional costs for setting up automatic payments. The maximum credit card transaction amount is $5,000.00 per invoice.
Who can help me with enrollment?
Customer Service can help guide you in changing or updating your automatic payments. Customer Service does not have any authority to make changes on the customers behalf, and changes must be done while logged into MyCPAU.
Does my autopay transfer to my new account?
Existing automatic payments do not transfer to new accounts, please log in to enroll for autopay under the new account number.
Does my default payment mean I am set up for automatic payments?
Setting up a default payment method will allow you to set up autopay or make one-time payments. It is not enrollment for autopay. Please follow the instructions under the "Enrollment" tab to set up automatic payments.
When is my autopayment effective?
Automatic payments may take up to 1 billing cycle to take effect. If you have an outstanding balance, please make a one-time payment before enrolling.
If I update my credit card, will it update my autopay?
Adding a new credit card and setting it as the default payment method does not update your existing autopay. If you need to make a change in your payment information, please follow the instructions in the "Updating or Changing payments" tab.
What happens to my automatic payment information if I close my utility account?
After terminating a utility account, a final bill will generate on the closing day. Once your final bill is generated, your payment will draft automatically. Your MyCPAU account and payment information will become inactive after 30 days.
Why is my payment declined?
Payment decline reasons cannot be monitored by the City of Palo Alto. The reasons may vary between inaccurate billing information entered, expired cards, insufficient funding or closed accounts that may need to be reviewed by your bank or credit union. We ask that you verify all billing information before enrolling in auto pay.