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Frequently Asked Questions

Registering My Account

  1. Who is eligible to use this online service?
  2. Will I be able to pay other services online?
  3. How do I register my account online?
  4. Can I register more than one account online?
  5. Where can I find my account number?
  6. Why do I receive the message: "The selected account does not correspond to your last name"?

Logging into My Account

  1. What if I forget my user name or password; how do I reset it?
  2. What do I do if I'm having trouble accessing my account(s)?
  3. My account is locked, what should I do?
  4. Why did the system automatically log me out?

Accessing Customer/Billing Information

  1. Who should I contact to answer additional questions about my COC account?
  2. When will my monthly statement be available online?
  3. Can I update my billing/mailing address online?
  4. How do I request activation or transfer of services for my account online?
  5. How do I request termination of services for my account online?

Using the Electronic Billing (E-Bill) Function

  1. Can I retrieve/view my monthly bill online?
  2. How do I sign-up for electronic billing?
  3. When will my monthly electronic statement be available online?
  4. Will I receive an email notification when my electronic bill is ready?
  5. Will I receive a printed bill in the mail if I am signed up for electronic billing?
  6. Can I choose to receive paper bills in the mail if I am an E-bill customer?
  7. I can not see my electronic bill online; what should I do?

Making Online Payments

  1. What type of payment methods may I use to pay my bill online?
  2. How do I make a debit/credit card or E-Check payment online?
  3. Where can I find my bank routing number and/or account number?
  4. What do I do if I'm having trouble paying my bill online after I click the submit button on the one-time payment screen?
  5. Will I receive a receipt after making my online payment?
  6. Can I set up automatic bill payment for my account?
  7. Can I set up recurring credit card payments for my account?
  8. Is there a fee for returned E-Check payment that has been made online?
  9. What if I need to stop a credit card or E-Check payment that has been made online?
  10. I am being sent to sc.gov to pay my bill online;should this be happening?
  11. When will my payment be charged to my credit card?
  12. Why does a charge from sc.gov appear on my credit card and/or banking statement?
  13. What are my other payment options?

Online Security

  1. What precautions does the City of Columbia have in place to protect customer information online?
  2. What can I do to further protect my information in the online system?

Computer Settings

  1. Why did I receive the message: "Your computer must allow pop-ups"?
  2. What is a "Cookie"?
  3. What is "JavaScript"?