Billing and Administrative Questions

How can I change my mailing address?
Please write your new mailing address on your payment stub, write a note or email us.
Will you bill my tenant?
Owners of single-family dwellings can request a "Tenant Form." Call us at (760) 327-1351, or email us.
Why do I have to pay if I am not here all the time?
The City Ordinance requires that all property owners maintain services year-round.
I have sold my home and notified you but why are you still billing me?
As soon as the county assessor’s records are received by DVD, we will pro-rate your bill for the period of time you owned the property.

ePayment and Online Billing Questions

Do I create my own User ID and Password or does DVD create it for me?
Each customer must create a unique User ID and Password. DVD does not create them for you.
Do I have to add the dashes and zeroes to my account when entering?
When entering an account number, it must be in this format: X-XXXXXXX-X
What must I do if I created my User ID and Password and I have not received the confirmation email yet?
If you did not receive the email with the ‘confirmation #’, please check your spam and junk mail folders.
I received an email stating there is a problem with my debit/credit card, what should I do?
Follow the instructions in the email to update your card information. If you subscribe to auto payment any unpaid balance will be debited the 20th of the following month.
Do I need to add your email address to my list?
Yes. Please add our email address (@onlinebillpay.com) to your acceptable email list, whitelist or address book prior to subscribing. Otherwise, you will not be able to complete the subscription process.
What dates are the Recurring Payments debited from my account?
Monthly Billing Cycles: Recurring payments (amount due on the statement) will automatically be processed on the 20th of each month. Quarterly Billing Cycles: Recurring payments (amount due on the statement) will automatically be processed on January 20th, April 20th, July 20th, and October 20th.
If my UserID or Password is rejected what must I do?
They are most likely rejected because they have already been taken, so try a different one. Be creative!
I made a payment  why doesn’t it show on the website?
Only payments made through the website are reflected on the website until you receive your next statement. Payments made by mail, phone, your banking website or in person will not be reflected on the site until your next statement is prepared.
If I make a one-time payment and sign up for recurring payments will I be charged twice?
If you make a ‘One-Time Payment’ before the 'Recurring Payment' process date of the 20th and sign up for ‘Recurring Payments’ your debit/credit card will be debited any remaining balance on the 20th.
Can I sign up online at any time?
You must receive at least one statement before you can subscribe to pay via the online service. The website is open and fully functional 24/7.

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