FAQs • Bristol, TN • CivicEngage

What kind of online security does the city use to protect customer account information?: The service is provided by a third party vendor, Business Information Systems (BIS). To receive more information on the online security, please contact BIS at (866)514-5192.

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Utility Bills

1. How do I register my utility account online and pay my bill online?: Go to bristoltn.org and click on the PAY NOW icon. The next screen will prompt you to select Login or Sign up. Follow the instructions accordingly.

2. What if I have questions or suggestions for online pay service?: Please contact a Customer Service Representative in the Finance Department by calling (423) 989-5500 or at customerservice@bristoltn.org for assistance or to provide suggestions.

3. What if I have a question about my utility bill?: Please contact a Customer Service Representative in the Finance Department by calling (423) 989-5500 or at customerservice@bristoltn.org for assistance.

4. Once I have signed up for automatic bank withdrawal how do I cancel?: In order to cancel your automatic bank draft for your utility account, please contact a Customer Service Representative in the Finance Department by calling (423) 989-5500 or at customerservice@bristoltn.org for assistance.

5. What if I want someone other than myself to receive my utility bill, such as a spouse or third party?: Utility bills are mailed to the responsible party and mailing address listed on the utility account. In order for a spouse or third party to be able to conduct business for a utility account, the spouse or third party must be authorized to do so by the responsible party. At that point they will be added to the account and will also become a responsible party for the account.

6. Does it cost anything to use the online payment system?: Yes. 2.75% of total payment for debit or credit cards. $2.75 flat fee for payment by check. These fees go to the third party vendor that provides the service.

7. Is there any special software program that I need to view my bill online?: No. The online pay service should be available through any web browser.

8. What if I receive a message that the system is unavailable?: The vendor will post a message anytime there is service down time or interruption giving you more information. If the problem persists or there is no message on the site you may contact Business Information Systems at (866)514-5192 or City of Bristol Customer Service at (423) 989-5500 or customerservice@bristoltn.org .

9. What kind of online security does the city use to protect customer account information?: The service is provided by a third party vendor, Business Information Systems (BIS). To receive more information on the online security, please contact BIS at (866)514-5192.

10. I have a billing dispute for a recurring payment that has already been debited/charged to my account, what do I do?: Please contact a Customer Service Representative in the Finance Department by calling (423) 989-5500 or at customerservice@bristoltn.org for assistance.

11. Is there a charge for a returned check or electronic payment?: Yes. The City of Bristol charges a $20.00 fee for any returned checks or ACH payment.

12. How do I update my credit card or bank draft information through the third party payment company?: Click on "make a payment". The next screen will give you the option to edit "Saved Payment Accounts". Follow the instructions accordingly.

13. When will my payment through the third party payment company be charged to my debit/credit card or be withdrawn from my checking account?: If you process as a one-time pay it takes 1-3 days. If you setup as autopay, it will be processed 1 day before your bill is due.

14. When will my first recurring payment take effect?: Initially, autopay must be setup 4 days prior to your due date or payment will not be processed until your next billing cycle.

15. What if my services have been disconnected for non-payment?: Online and phone payments are not allowed for utility accounts after 12 PM on the day prior to disconnect day. Payment on a disconnected account must be paid in person at City Hall in Room 203 to have service reestablished. There will also be a minimum $30 Service Charge added to the balance.

16. How do I add an additional account to my utility account registration?: The online pay service does not allow for multiple accounts to be established under the same utility account registration. Each utility account must be setup separately.

17. What if I forget or want to change my username or password on my utility account online?: Please select "forgot user/password" and follow instructions accordingly.

18. What is the difference between service and account addresses?: The utility account address is where you have instructed your bill to be mailed. The service address is the physical location where the utility services are being provided.