Help Information
Do I have to pay the full balance, or can I enter a custom amount? If so, how?
A custom payment amount can be entered by selecting Custom Amount from the Amount Option dropdown menu. A box will appear below where the custom amount can be entered.
I would like to create an account to set up autopay but do not have access to email. How do I create an account without an email?
An email is required to create a portal account.
Can I pay online or set up auto pay with a check?
Online and AutoPay payments are able to be set up with a Bank Account or a Credit Card.
How can I print a copy of my bill from the portal?
Select Account History from the top of the screen and select the printer icon next to any bill you would like to reprint.
Do I need to separate portal accounts for each property I own? If not, how do I add all the accounts to my portal?
You can use one portal account to access all of your accounts. After registering for the portal, select the down arrow from the upper right side of the screen, then select Accounts List. On the right side of the screen, enter the account number and CID from your bill, then select add account. This can be repeated until each account is added.
I changed my mailing information on the portal, and it did not work. Why?
The address information on the portal does not update in the billing software.
I am on your website. Why is there a fee?
Our credit card processor charges a small fee for credit card payments. Payments made from a bank account are not charged a fee.
How can I receive paperless billing?
On the Home screen of the portal, there is red writing stating “Not enrolled in paperless billing.” Click the Change link to the right of this to enroll in e-billing.
How do I add my new payment method?
Select the down arrow at the upper right side of the screen and select Payment Methods. On the next screen, select Add a New Payment Method to enter your information.
How do I delete my old payment method?
Select the down arrow at the upper right side of the screen and select Payment Methods. Select the trashcan icon next to any method you wish to delete.
How do I enroll in autopay and when will the funds be withdrawn from my account?
AutoPay payments are withdrawn on the bill due date.
My account was hacked and I need to add a new payment method for my account. Can you update that for me?
No, we can not update personal information for security purposes.
Are there specific browsers that I should not be using when trying to use my customer portal?
We recommend using Google Chrome or FireFox when accessing the portal.
I was not able to add a checking account to auto pay? It provided the customer with a 1800 number to call and no one answered?
Certegy is a third-party that checks banking information and authorizes use of a bank account to make online payments. If a bank account is not approved, call the 1-800 number provided. The owner of the bank account is the only person able to receive information from Certegy.
Why is the due date the only date the customer can select?
AutoPay payments must be set for the due date, single payments can be entered for any date.
I'm trying to recover my account but I'm not receiving the email link to reset my password.
The email may be going to junk or spam. The password is also able to be reset by KCWA staff in the customer portal module.
Why will the portal not allow me to process my payment?
If paying with a bank account, Certegy could be blocking payments from specific bank accounts.
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