FAQs • Hagerstown, MD • CivicEngage

Is there a recommended browser to use when accessing the Invoice Cloud system?: Yes, Google Chrome is recommended.

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invoiceCloud

1. Do customers have to set up an account to pay an invoice via Invoice Cloud?: No. Registration is not required for “One Time Pay.”

2. Do customers get locked out of the Online Payment Portal after numerous login attempts?: No, they do not.

3. How do I reset my password?: From the Customer Portal Sign On screen, select “Forgotten Password” link near bottom left of screen and follow directions.

4. Can customers change their address on the Online Payment Portal, and will it automatically update the City of Hagerstown Customer Service records?

No. If a customer needs to update a mailing address, telephone number they must contact a City of Hagerstown Customer Service Representative:

By telephone: 301.790.4160
By email: customerservice@hagerstownmd.org

5. What is the difference between AutoPay and Recurring Scheduled Payments?

AutoPay. AutoPay is a scheduled payment in full for the due date every month. This feature allows customers to automatically pay their bill(s) in full each month. If customers sign up for AutoPay, they will get a reminder several days prior to the payment date.

AutoPay must be set up two business days prior to the due date to ensure the payment is processed.

Recurring Scheduled Payments. Recurring Scheduled Payments can be for any amount and customers may select time frames and dates to pay. The bill’s due date remains the same. If a fixed payment option is chosen, the balance due may not be paid in full. Customers may schedule more than one payment per month. There are four options from which customers may choose:

Pay in full on invoice due date (Note: if this option is selected, the balance due at the time the bill was uploaded to Invoice Cloud is paid).
Pay in full on selected day.
Pay a fixed payment amount on invoice due date.
Pay a fixed payment amount on selected day.

6. If payments are made at City Hall with a Customer Service Representative or by telephone, will they show up on Invoice Cloud?: Payments taken by a Customer Service Representative either in person or by telephone will not show up immediately in Invoice Cloud as a payment. The balance due on the account will reflect on the next business day.

7. When will electronic check payments be processed if they are scheduled on a Saturday or a Sunday?: If a scheduled payment or AutoPay date falls on a weekend, the payment will still process. However, if the payment method is an electronic check (ACH), it may not show up on the customer’s bank account as a pending payment until Monday morning. If a credit or debit card is used, payment will be authorized in real time.