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1. If I plan to use a debit or credit card to pay, why do I have to setup a new account and enter my credit card information again?

The security of your account and information is a priority for the City of Sugar Land. To maximize the security of your account and minimize the possibility of a data breach, you will be required to re-register once the new payment system is launched. This means that you will need to create a profile, username, and set a new password. Your customer account number will remain the same. In addition, if your account is set up on auto pay with a credit card, you will have to reenter the credit card information.

2. What will I need to do to access my account?

Once the new payment system is launched:

• you will be required to re-register. This means that you will need to create a profile, username, and set a new password. Your customer account number will remain the same.
• if your account is set up on auto pay with a credit card, you will have to reenter the credit card information.

3. Will there be any fees associated when making a credit card payment on the new payment system?

No. The city will continue to absorb the associated fee for the credit card that the customer uses.

4. Will I still be able to sign up for automatic credit card payments on the new payment system?

Yes. Once the new payment system is launched, you will be required to re-register. This means that you will need to create a profile, username, and set a new password. Your customer account number will remain the same. In addition, if your account is set up on auto pay with a credit card, you will have to reenter the credit card information.

5. Is this change related to last year’s announcement that the online payment system used by the city had been compromised?

Yes. This transition was originally scheduled to take place in late 2020 - as it is part of the city’s current implementation of a new Enterprise Resource Planning (ERP) system. In late 2019, the city was made aware by the city’s third-party online payment processing provider, that the current system had been compromised. Among the courses of action taken by the city to remedy this situation, is the accelerated implementation and transition to Paymentus.

6. How secure is the new payment system compared to the previous one?

The city recognizes the concerns that the announcement of a payment system breach can cause. As such, the city took swift action to ensure the continued safety of the city’s payment system. This transition is one of them. A new payment system vendor called Paymentus was brought on board and the transition is ongoing.

Paymentus has a Level 1 compliance with the Payment Card Industry Data Security Standard (PCI DSS). Level 1 is achieved by organizations processing more than 6 million transactions per year and passing PCI DSS requirements that ensure compliance not only for a certain period in time, but continuously as the organization keeps track and monitors critical changes in their process.

7. Where can I find more information about the payment system’s compromise?

More information about what happened, including actions taken by the city to ensure the continued safety of the city’s payment system can be found at https://www.sugarlandtx.gov/FAQ.aspx?TID=110

8. Why was I unenrolled from automatic credit card payments?

The security of your account and information is a priority for the City of Sugar Land. Due to the transition to a new online payment system in September, the City un-enrolled customers from automatic credit card payments in August 2020. To maximize the security of your account and minimize the possibility of a data breach, you will be required to re-register your account once the new payment system is launched.

9. What if I missed my September payment date- is the City going to turn off my water?

The City has a list of utility accounts that were previously set up for auto-pay.  We will not charge late fees or disconnect service on these accounts in September.

Once the new system is activated:

• you can register your account and make a one-time payment, or
• wait for the October payment to process.

If you choose to wait for the October payment to process be aware that the entire amount will be due which may be greater than normal due to the September payment not processing.