Services


Electronic Billing FAQs

How does MG Bill Pay work? There are three simple steps:

  1. Customer receives email notification or accesses account via MG Bill Pay.
  2. Customer locates and views bill and either enters payment information for a One Time Payment or registers to schedule a payment.
  3. Customer receives an email confirmation with their payment amount and payment process date.

What information do I need to sign up for MG Bill Pay?

You will need your 18 digit account number, this number can be found on your utility bill.

What forms of payment can I use with MG Bill Pay?
You can pay by credit or debit card, or you may issue an electronic check from your bank checking account.  The city accepts Visa, Master Card, Discover and American Express.

Which bills can I pay online?

You can pay your current or past-due bills.

How do I access the MG Bill Pay system?

There are two ways to access the MG Bill Pay system:

  1. When you receive an email notification that your bill is ready to be paid, simply click on the “View Invoice or Pay Now” button.  You will be directed to the MG Bill Pay site.  Once there, you will be given the opportunity to register or make a One Time Payment.  If you choose to register, you will be asked to provide a password and accept the terms and conditions to use the system.  The payment information you enter in your profile will then be securely encrypted and saved for you next visit.
  2. You can go directly to MG Bill Pay.  Once there, you will need to locate your account number and you can register or make a one-time payment.  If you choose to register, you will be asked to provide a password and accept the terms and conditions to use the system.  The payment information you enter in your profile will then be securely encrypted and saved for you next visit.

Do I need to register to pay a bill?

No, registration is not required for One Time Payments.  One Time Payments require that you enter your payment information each time you make a payment.  By registering, you avoid that step and gain access to your payment history. *Note: You will need to register to receive electronic bills by email.

Do I have to enter an email address to make a payment?

Yes, an email address is required for payment confirmation.  The payment confirmation is sent via email.

If I don’t have email can I still process an electronic payment?

No, but you can call 763-494-6330 option 1 to make an electronic payment over the phone, or mail your check in. To complete the online payment process yourself, you will need an email address so that the system can deliver your payment confirmation. If you do not have an email address, you can obtain a free email account from Yahoo or Gmail.

Why should I register to pay a bill using MG Bill Pay?

By registering, you have access to your bills regardless if you choose paper or paperless billing.  Some features include the ability to view current and previous bills, payment dates, update your profile information, access the online customer service system, go paperless, schedule payments for specific date and sign up for Auto Pay.  You also avoid having to enter your payment information each time you pay a bill.

What are some of the benefits of receiving and paying my bill with MG Bill Pay?

It is convenient, saves time, reduces errors, allows you to receive bills anywhere at any time and reduces paper use.  You can continue to receive a paper bill, but if you elect to go paperless, you can always print out a copy of the bill if needed. Paying online with a credit/debit card or electronic check saves time, gives you the flexibility to pay how and when desired and saves money (no more stamps, paper checks or envelopes).  If you choose, MG Bill Pay will store your information for future use.

Can I use Apple/Mac to use this service?

Yes.

What internet browsers are supported?

Windows:  Safari 4, 5 – Chrome 10, 11 – Opera 10, 11 – Firefox 3.6, 4 – Internet Explorer 7, 8, 9

IPhone and iPad: Mobile Safari 4x

Apple/Mac:  Firefox 3.6, 4.0 – Chrome 11 – Opera 10.x, Safari 4, 5

Ubuntu (Linus):  Opera 9.6 – Firefox 3.6

How do I change my account information?

Simply log in to your account on MG Bill Pay and change any of your personal information under the My Profile tab. If you are unable to change some of your information, you may need to contact Utility Billing and have them change it for you.

Are there any fees for paying online?

There are no sign-up costs or transaction fees.

What is Invoice Cloud?

Invoice Cloud is the web-based platform for MG Bill Pay, the City’s electronic utility billing and payment system.

When I try to pay my bill, it asks for credit card information and I want to pay by electronic check.

Under “How would you like to pay” click on the drop-down box and choose EFT Check.

Will I receive a confirmation email that my bill has been paid?

Yes, you will receive a confirmation email.

How do I find my account number to login?

To login the first time you use the system you will need your account number from your bill.  The “locate your bill” screen gives you instructions regarding the required information. Once you have registered, you will need only your email address and password to log in. 

I forgot my password.  How do I find it?

Click on “Forgotten Password?” at the bottom of the login screen.  You will need your account number and email address to retrieve your password.  If you’re unable to locate this information, you may contact Utility Billing during business hours.  After your identity is verified, the information will be provided.

Can more than one person pay bills online for the same account?

There are two ways that payment responsibilities can be shared.  If the other payer is part of your household, you may choose to share your login information with that individual.

In a situation where personal financial data is not shared, you may forward your email notification to the individual, who will then click on the “View or Pay Now” button and elect to make a one-time payment.  The payer will need to enter their name, email address, mailing address and payment information.  They will receive the payment confirmation and you can verify their payment by viewing the invoices in your account.

Can I still send in a paper check?

Yes, your bill can be paid in any of the following ways:

  • Email notification-based payment – click the “View Invoice or Pay Now” button in your email.
  • Web based online payment – login to MG Bill Pay.
  • Phone payments – call 763-494-6330, option 1.
  • Paper check – mailing address: City of Maple Grove, PO BOX 1180, Maple Grove, MN  55311-6180
  • Drop boxes are conveniently located outside the Government Center entrance, inside Maple Grove Cub Foods or at the west end of the Bass Lake Center Mall.
  • Cash – in person at the Government Center. Please do not send cash through the mail.

How should I enter my credit card information?

The information you enter on the Payment screen must be exactly the same as it appears on your credit/debit card. This information will be used to authorize your payment.

How will I know that my payment has been accepted?

After you submit your payment, you will see a payment confirmation screen. It will contain your payment confirmation message. It will show an approved number for credit cards or a processed number for electronic check. You will also receive a confirmation email after your transaction is submitted. The email will include your account number, invoice number, amount paid and confirmation message. If your electronic check does not pass through the bank, you will receive an email informing you of the rejected payment. You may need to contact Utility Billing in order to pay again.

Can I use more than one payment method per transaction?

Yes, you may use one payment method for part of the transaction and another payment method for other parts of the transaction.

How long does it take for a credit card transaction to process if I pay online?

Credit card transactions typically take 48 hours to settle. An authorization is issued immediately; however, it takes 48 hours for the money to be transferred.

How long does it take for an electronic check/EFT (electronic funds transfer) transaction to process if I pay online?

EFT transactions typically take 48 to 72 hours to settle.

Why did I get a paperless registration email?

Going paperless is a two-step process, after receiving the paperless registration email, you must click the Confirm button in the email to complete the process. If you prefer not to go paperless, simply do not complete registration (by clicking confirm). You will get one reminder email, but if you don’t complete the registration at that time, the paperless enrollment will be canceled. You may also go to Paperless Options in your account profile and click “cancel registration.”

Do I need to notify my bank or change bank accounts?

No, your current bank account will work fine. So many payments are made electronically now that banks are already prepared for online payments. However, if you have arranged through your bank to automatically pay your bill, you need to contact your bank and discontinue the automated payment, otherwise you may pay your bill twice.

What information do I need to make a payment?

If you are registered, the only information you need to have available to complete a payment transaction is your email address and password. If you make a One Time Payment, then you will also need your bank account or credit card information, and your account number.

When can I pay?

You can make payments or review your account 24 hours a day, 7 days a week. It is always a good idea to pay or schedule a payment at least a few days before the due date to allow for processing time.

Can I use a debit card to pay my bill?

Yes, although technically your debit card will be processed like a credit card and you will not be asked to enter a Personal Identification Number.

How can I tell if my payment has been posted?

Yes, simply log in to your account and select “View paid or closed invoices.” If you are a registered customer, you will receive an email notification.

Will I have online access to my account?

Yes, you will have 24/7 access to your account for bill review and payment, payment history and customer service requests.

How long will my payment history be maintained?

18 months is the standard retention period.

Will I be able to print a copy of my bill?

Yes, each bill is available in PDF and HTML format. Electronic storage is recommended to reduce paper use.

What if I had a recurring credit card set up before the City converted to MG Bill Pay?

If you had signed up for a recurring credit card in the past and want to continue with a recurring credit card, you need to enter this information into MG Bill Pay.

What is Auto Pay?

If you elect to opt in to Auto Pay, it means that your bills will be paid automatically on their due dates using your default credit card or bank account. This will avoid any late fees and free you from having to remember when to pay.

Can I cancel Auto Pay?

Yes, simply go into your profile and uncheck the auto pay box that you had previously checked when you elected to opt into Auto Pay. *Note: If you had signed up for Auto Pay before the transition to MG Bill Pay, the City will maintain your banking information, you will need to contact Utility Billing to cancel. You will not be able to see the auto pay information in MG Bill Pay.

I signed up for Auto Pay but do not see any information under “My scheduled payments.”

The Auto Pay date will not appear under scheduled payments. Auto Pay will be debited from the customer’s account on the due date. If you had signed up for Auto Pay before the transition to MG Bill Pay, the City will maintain your banking information, and you need to contact Utility Billing with any changes or to cancel. You will not be able to see the auto pay information in MG Bill Pay.

What are scheduled payments?

Scheduled payments are scheduled individually by you for each bill on your specified date. You can set up a future payment at any time prior to the bill due date.

How do I contact Utility Billing customer service?

Call Utility Billing during business hours at 763-494-6330, or send a request by email to utilitybilling@maplegrovemn.gov. In your email please describe why you want to be contacted and provide your account number, in addition to your email and phone number where you can be reached.