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Having trouble with online bill pay? Find the answers to your bill pay questions here.
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| Frequently Asked Questions
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General Billing QuestionsError MessagesPayment Processing QuestionsBilling QuestionsService QuestionsTechnical and Security QuestionsEXPAND ALL
General Billing Questions - What is Online Bill Payment?
Online Bill Payment allows you to view your Republic Services invoice, view your online payment details, schedule future payments and sign up for our automatic payment service. When you register for “Online Bill Payment” you create a user ID and password. If you choose the option to store your bank account or credit card information, it will be securely stored in your profile for future use.
One-time Payment is a quick way to pay your Republic Services bill online. “One-Time Payment” does not require a user ID or password and we will not store your bank account or credit card information. If you provide your email address, we will keep it with your payment record so we can send you an electronic payment confirmation and contact you if there is a problem with your payment.
- Why should I use Online Bill Payment?
Online Bill Payment is a convenient payment option that saves you the expense of writing checks and buying stamps. Your Republic Services account is credited quickly, so there is no worry about how long it takes the mail to be delivered and your check to be processed. - Who is eligible to use Online Bill Payment?
Customers of Republic Services hauling services (and other locally branded operating divisions) that have been assigned an account number and have received an invoice are eligible to pay online. You will need a bank account or major credit card that is capable of paying in or translating currency to U.S. dollars. You will also need your Republic Services account number and billing zip code which appear on your Republic Services invoice. - Will I be charged a fee for using Online Bill Payment?
Republic Services does not charge a fee for using Online Bill Payment. However, you will need to check with your own financial institution to make sure you will not be charged a fee through your bank or credit card company. - If I have my checking account at a credit union, will I still be able to use Online Bill Payment?
Yes, however, many credit unions do not have an official “ABA Routing Number” on their check. If this is the case, please contact your credit union to obtain a valid 9-digit routing number. You will need the routing number to enter in the “Routing Number” field on the” Payment Method” screen. - How do I cancel Online Bill Payment?
Step 1. Delete your current automatic payment rule
1. Select “Automatic Payments” from the left navigation menu.
Click on the blue link under the “Rule ID” column to display the rule details.
2. Click “Delete."
3. The “Delete Automatic Payment Rule” page will appear. The following warning message may appear, Note: the scheduled payment already generated by this automatic payment rule will not be affected by this deletion.
4. Click “Submit” at the bottom of the “Delete Automatic Payment Rule” page.
5. Click “Back” to automatic payments.
Step 2. Delete your payment methods
1. Select “Payment Methods” from the left navigation menu.
2. Click on the blue link under the “Payment Method” column to display the payment method details.
3. Click “Delete.”
4. The delete payment method screen will appear. Click “Submit.”
5. Repeat this step until every payment method has been deleted.
- How do I reset my password?
If you have forgotten your password you can click on “Forgot your password?” Because we are concerned with protecting your identity, you will need to provide three pieces of information. If each answer matches the information we have on file, you will be prompted to create a new password.
You will be asked to provide: 1) User ID, 2) either your 12-digit Republic Services account number (without dashes) or your email address, 3) the answer to your secret question.
If you still can’t log in, please click on “Contact Us” and send us an email with PASSWORD/USER ID RESET in the subject line to prioritize your message. If you need to make an immediate payment, you can click on “One-Time Payment” from the login page and make a payment without having to enroll.
- What is my user ID?
If you have forgotten your User ID you can click on “Forgot User ID?” You will be prompted to provide your 12-digit Republic Services account number (without dashes) and your email address. If both your answers match the information we have on file, we will email your User ID to the address we have on file.
If you still can’t log in, please click on “Contact Us” and send us an email with PASSWORD/USER ID RESET in the subject line to prioritize your message. If you need to make an immediate payment, you can click on “One Time Payment” from the login page and make a payment without having to enroll.
- How do I view my invoice?
To view your invoices in Online Bill Payment you will need the current version of Adobe Reader. For a free copy of Adobe Reader or to upgrade your version, go to: http://adobe-reader.download-click.com. To view your invoice: 1. From the Inbox, click on the link under “Description” on the “Inbox” page.
2. A new window will open displaying the selected invoice.
3. To print the invoice click on the printer icon on the left side of the horizontal gray menu bar that appears at the top of the invoice.
If you receive the message “We’re Sorry…We cannot display your invoice at this time. Error OBP-003,” the image of your invoice is still being processed. Please check back later or you can contact the local Republic Services office for assistance.
Error Messages - Trouble logging in?
We’re sorry you are having trouble logging in. The series of questions below include some steps you can take to resolve the issue or you can contact your local Republic Services office for assistance. Please refer to the Contact Information area on the left side of your invoice for information on how to reach your local office. You can also locate the phone number for the local office that services you on our company website.
If you need to make an immediate payment, you can click on “One-Time Payment” from the login page and make a payment without enrolling. Your 12 digit account number and billing address zip code that is printed on the front of your invoice is required to complete a payment. You can also access our one time payment feature by visiting our web site, www.republicservices.com/billpay, and clicking on “One-Time Payment”.
YOUR USER ID AND PASSWORD ARE CASE SENSITIVE. - Message: This account exceeds the limit of active account-customer associations
This message indicates that your account is already assigned to a User ID. Your local Republic Services account has been activated in our payment system to either allow a manual enrollment in our Automatic Payment Service or to allow Customer Service Agents to process a one-time payment on your behalf.
- Message: “We’re Sorry…We cannot display your invoice at this time. Error OBP-003”
The image of your invoice is still being processed. Please check back later or you can contact the local Republic Services office for assistance. - Message: The User ID / Password combination you have used has not been entered correctly or does not exist. Please try again. You may click on the "Forgot your password?" or "Forgot your User ID?" links on this page for assistance.
If you have forgotten your password you can click on “Forgot your password?” Because we are concerned with protecting your identity, you will need to provide three pieces of information. If each answer matches the information we have on file, you will be prompted to create a new password. You will be asked to provide: 1) User ID, 2) either your 12-digit Republic Services account number (without dashes) or your email address, or 3) answer to your secret question.
If you have forgotten your User ID you can click on “Forgot User ID?” You will be prompted to provide your 12-digit Republic Services account number (without dashes) and your email address. If both your answers match the information we have on file, we will email your User ID to the address we have on file.
If you still can’t log in, please click on “Contact Us” to send us a message. Type PASSWORD/USER ID RESET in the comments box in order to prioritize your message. If you need to make an immediate payment, you can click on “One Time Payment” from the login page and make a payment without having to enroll. - Message: We cannot locate the required information.
We were not able to match the account number and invoice zip code combination to data we have on file. Please check to make sure: 1) you entered all 12 digits of your Republic Services account number (without dashes) from a recent invoice, 2) the 5-digit zip code you entered is from the same invoice and is your billing address on the left side of your invoice.
- Message: You have already enrolled in Online Bill Payment or the authentication codes you have used have not been entered correctly or do not exist. Please try again. If the problem persists, please contact Customer Service.
The most common reason for this error is incorrect zip code. Unfortunately your original waste account may have an error in the zip code. To authenticate your account, you must enter the five digit zip code used in your billing address printed on the front of your invoice, even if it is not your actual zip code. Doing so will allow enrollment of your account. Following your enrollment, kindly inform our Customer Service agents of the error in your billing address so we may correct our mistake.
If you were previously signed up for our Automatic Payment Service, you will need to contact your local Republic Services office. Please inform the customer service representative that you want to have your account deactivated so you convert to Web payments. The phone number of your local Republic Services office can be found on the front of your invoice under “Contact Information” or you can locate the phone number for the local office that services you on our company website. If you are not enrolled in our Automatic Payment Service, follow the steps for the message “We cannot locate the required information.”
Payment Processing Questions - What payment methods do you accept?
We accept payments from your checking or savings account or you can use your credit card (Visa, Mastercard, Discover or American Express). - When is my payment processed?
Payments made before 5 p.m. Central time will be credited to your account by 7 a.m. Central time the next business day. The payment amount will be debited from your bank account or charged to your credit card within three business days from the day the payment is entered online. - What if there is a problem processing my payment?
- How do I add a bank account?
Follow these steps to add a new bank account to your profile:
1. Login to “Online Bill Payment.”
2. Select “Payment Methods” from the left navigation menu.
3. At “Add a New Bank Account” drop down box, click “Go.”
4. At the “Bank Account Type” drop down box, click the down arrow to select checking or savings.
5. Type in the account holder’s name.
6. Type in the 9-digit bank routing number.
7. Type in the bank account number.
8. Type in a “Nickname” for the account (the name will appear on the “Payment Method” screen to identify your account).
9. Read our “Terms & Conditions” by clicking on the blue link, “View Authorization Agreement for Direct Payment” (ACH) and “Bank Account Payment Method Storage Terms & Conditions”.
10. Indicate your agreement to the Terms & Conditions by checking the box.
11. Click on “Add.”
Note: If you do not agree to our Terms & Conditions, click on the “Cancel” button and your payment will not be processed. Mail your check to the remit address provided on the front of your invoice. - How do I add a credit card account?
Follow these steps to add a new credit card account to your profile:
1. Login to “Online Bill Payment.”
2. Select “Payment Methods” from the left navigation menu.
3. At “Bank Account” drop down box, click on the down arrow and select “Add a New Credit Card”, then click “Go.”
4. At the “Card Type” drop down box, click the down arrow to select Visa, MasterCard, American Express or Discover.
5. Use the drop down arrows to select the two-digit month and four-digit year the card will expire.
6. Type in the “Name” on the front of the card.
7. Type in a “Nickname” for the account (the name will appear on the Payment Method screen to identify your account).
8. Type in your credit card account billing information as it appears on your monthly statement. This information will be used to confirm your identity with your credit card issuer. If the information does not agree, your transaction may be declined.
9. Read our “Terms & Conditions” by clicking on the blue link, “View Credit Card Payment Method Storage Terms & Conditions.”
10. Indicate your agreement to the “Terms & Conditions” by checking the box.
11. Click on “Add.”
Note: If you do not agree to our “Terms & Conditions,” click on the “Cancel” button and your payment will not be processed. Mail your check to the remit address provided on the front of your invoice. - How do I change my bank account or credit card information?
Follow these steps to change your bank account or credit card information:
1. Login to “Online Bill Payment.”
2. Select “Payment Methods” from the left navigation menu.
3. Select the account you want to change by clicking on the blue account description under the “Payment Method” column.
4. Make the necessary changes and click on “Update.”
5. The next screen displays your change. Please review your change carefully to be sure it is accurate. If necessary, click on “Back to Payment Methods” to make a correction.
- How do I change my credit card expiration date?
Follow these steps to change your credit card expiration date:
1. Login to “Online Bill Payment.”
2. Select “Payment Methods” from the left navigation menu.
3. Select the account you want to change by clicking on the blue account description under the “Payment Method” column.
4. Select the new “Month” and “Year” expiration dates from the drop down boxes and click on “Update.”
5. The next screen displayed displays your change. Please review your change carefully to be sure it is accurate. If necessary, click on “Back to Payment Methods” to make a correction.
- How do I delete my bank account or credit card account?
If your account is used in an Automatic Payment Rule, you must first delete or edit the payment rule. Note: when you delete an Automatic Payment Rule, payments that have a “scheduled” status will not be deleted. You must manually delete them if necessary.
Follow these steps to delete your bank account or credit card:
1. Login to “Online Bill Payment.”
2. Select “Payment Methods.”
3. Select the account you want to delete by clicking on the blue account description under the “Payment Method” column.
4. Click on “Delete.”
5. A Delete “Payment Method” screen appears, if you want to delete the account, click on “Submit.” To keep the account, click on “Cancel.”
The next screen displayed confirms the account was deleted.
- How do I set up an Automatic Payment?
The amount of your Automatic Payment will be calculated from the balance you owe on your account on the date we create your next invoice. The amount of your payment will include the “Unpaid Balance” carried over from your previous billing cycle. The payment will be scheduled and stored in the Online Bill Payment system and submitted to your financial institution on your payment due date.
You will receive an email notifying you that your payment was scheduled, the amount of the payment and the date the payment will be sent to your financial institution. The amount of the payment and due date will also appear in the “Pay This Amount” box on the left side of your invoice.
Note: when setting up an Automatic Payment rule your payment rule will take effect with your NEXT invoice. You may need to make a manual payment for the amount due on your current invoice. To view your scheduled payment, follow the instructions under “How can I check on my payment status?”
Follow these steps to create an Automatic Payment rule:
1. Click on “Automatic Payments” in the left navigation menu. The Republic Services account you want to create the rule for, and then click on “Add Automatic Payment Rule.”
2. To always pay the amount of your current invoice, leave the amount field blank. To specify the maximum amount you want to pay, type the dollar figure in the Payment Amount box. Warning: if you specify a maximum amount and your invoice exceeds that amount, your payment will be declined and you will need to process a manual payment for your balance prior to your invoice due date. If applicable, late fees may be charged if an unpaid balance remains on your account for 60 days after the invoice due date.
3. Change the “Start Date” if you want to specify any date other than today’s date.
4. From the drop down box, select the “Payment Method” you would like to use for each “Automatic Payment.” You are given an option of adding a new bank account or credit card.
5. Click on “Submit.”
- How do I change my payment method in my Automatic Payment Rule?
Step 1: Set up your new payment method
1. Select “Payment Method” from the left navigation menu.
2. To add a bank account, follow the instructions under How do I add a bank account? or How do I add a credit card account?
Step 2: Delete your current automatic payment rule 1. Select “Automatic Payments” from the left navigation menu.
2. Click on the blue link under the “Rule ID” column to display the rule details.
3. Click “Delete.”
4. The “Delete Automatic Payment Rule” page will appear. The following warning message may appear, Note: the scheduled payment already generated by this automatic payment rule will not be affected by this deletion. If you want your scheduled payment to reflect the change in payment method, you must delete and reschedule your payment.
5. Click “Submit” at the bottom of the “Delete Automatic Payment Rule” page.
6. Click “Back” to automatic payments.
Step 3: Create a new Automatic Payment Rule 1. Click “Add Automatic Payment Rule.”
2. From the drop down box, select the Republic Services account you are creating the rule for, and then click on “Add Automatic Payment Rule.”
3. To always pay the amount of your current invoice, leave the amount field blank. To specify the maximum amount you want to pay, type the dollar figure in the “Payment Amount” box. Warning: if you specify a maximum amount and your invoice exceeds that amount, your payment will be declined and you will need to process a manual payment for your balance prior to your invoice due date. If applicable, late fees may be charged if an unpaid balance remains on your account for 60 days after the invoice due date.
4. Change the “Start Date” if you want to specify any date other than today’s date.
5. From the drop down box, select the “Payment Method” you would like to use for each Automatic Payment.
6. Click on “Submit.”
Note: Your payment rule will take effect with your NEXT invoice. Step 4: Do you need to delete a scheduled payment? If you have a payment scheduled under your previous automatic payment rule and you need to change the payment method associated with that payment, or you need to cancel the scheduled payment and add a manual payment, please follow the instructions under Can I stop or suspend a payment? Step 5: Create a manual payment for a canceled automatic payment 1. From the left navigation menu, select “Pay Invoices.”
2. Select the account that corresponds to the payment you want to make. Click “Continue”.
3. Input the amount of the payment you want to make under the “Payment Amount” column and the effective date of the payment under the “Payment Date” column.
4. Using the drop down box, select the “Payment Method” and click “Continue.”
5. Review your input for accuracy and if you have no changes, click “Make Payment.”
6. Print your payment confirmation or write down your payment reference ID.
7. From the left navigation menu, select “Payment Activity.”
8. Your payment activity will reflect the canceled payment from step 4 above as well as the submitted payment from step 5.
- How do I discontinue my automatic payment?
Follow these steps to discontinue an automatic payment.
1. Select “Automatic Payments” from the left navigation menu.
2. Click on the blue link under the “Rule ID” column to display the rule details.
3. Click “Delete.”
4. The “Delete Automatic Payment Rule” page will appear. The following warning message may appear if a payment has been scheduled for your current billing cycle,
Note: the scheduled payment already generated by this automatic payment rule will not be affected by this deletion. Click “Submit” at the bottom of the “Delete Automatic Payment Rule” page.
To delete a scheduled payment, follow the instructions under Can I stop or suspend a payment? Note however, that late fees may be charged if an unpaid balance remains on your account for 60 days after the invoice due date. - How can I change my Automatic Payment Transaction Limit?
To change the amount of your “Transaction Limit” you will need to cancel your current Automatic Payment Rule and set up a new rule.
Step 1. Delete your current automatic payment rule
1. Select “Automatic Payments” from the left navigation menu
2. Click on the blue link under the “Rule ID” column to display the rule details
3. Click “Delete.”
4. The “Delete Automatic Payment Rule” page will appear. The following warning message may appear, Note: the scheduled payment already generated by this automatic payment rule will not be affected by this deletion. If you want your scheduled payment to reflect the change in payment method, you must delete and reschedule your payment.
5. Click “Submit” at the bottom of the “Delete Automatic Payment Rule” page
6. Click “Back” to automatic payments
Step 2. Create a new automatic payment rule 1. Click “Add” automatic payment rule
2. From the drop down box, select the Republic Services account you are creating the rule for, then click on “Add Automatic Payment Rule”.
3. To always pay the amount of your current invoice, leave the amount field blank. To specify the maximum amount you want to pay, type the dollar figure in the “Payment Amount” box. Warning: if you specify a maximum amount and your invoice exceeds that amount, your payment will be declined and you will need to process a manual payment for your balance prior to your invoice due date. If applicable, late fees may be charged if an unpaid balance remains on your account for 60 days after the invoice due date.
4. Change the “Start Date” if you want to specify any date other than today’s date.
5. From the drop down box, select the “Payment Method” you would like to use for each “Automatic Payment.”
6. Click on “Submit.”
- How can I check on my payment status?
You can check the status of your payment by selecting Payment Activity from the navigation menu. The status of your payments appears in the Status column on the far right of the payment activity table. Following is a description of each Status:
Paid: Your payment was accepted by your financial institution. However, it may not have reached us in time to appear on your invoice.
Declined: Your financial institution rejected our request to process your transaction. For further information, contact your bank or credit card issuer.
Failed: We were unable to submit your payment to your financial institution.
Scheduled: Your payment was scheduled for a future date and has not been sent to your financial institution.
Submitted: Your payment has been sent to your financial institution.
We suggest you contact your bank or credit card issuer if your transaction status is Declined or Failed.
If you need to cancel your payment, follow the instructions under Can I stop or suspend a payment?
- Can I make a payment for more or less than my invoice?
You can type in an amount greater or less than the Total Amount Due that appears in the Payment Amount field. You must include decimal points and all payments will be taken in U.S. dollars. If applicable, late fees may be charged if an unpaid balance remains on your account for 60 days after the invoice due date. - What if I made a mistake in entering the amount I wanted to pay?
You can cancel a payment with a Scheduled status. All other payment transactions processed by our Online Bill Payment system are processed immediately and cannot be stopped or suspended.
If your payment has a Scheduled status, follow the instructions for Can I stop or suspend a payment?
Following are your remaining options:
If your payment is less than the amount you wanted to pay, you can create another payment for the difference.
If your payment is more than you wanted to pay, you have the following options:
If the payment discrepancy is small your waste account may show a credit balance that will be applied against your next invoice charges.
If the payment discrepancy is significant, contact Customer Service at the Republic Services office that provides your service. Their number appears in the Contact Information on the left side of your invoice. You can also locate the phone number for the local office that services you on our company website.
- Can refunds be initiated through Online Bill Payment?
- Can I stop or suspend a payment?
You can cancel a payment with a Scheduled status. All other payment transactions processed by our Online Bill Payment system are processed immediately and cannot be stopped or suspended. Note however, that late fees may be charged if an unpaid balance remains on your account for 60 days after the invoice due date.
To view your payment status:
1. Click on “Payment Activity” on the left navigation menu.
2. Your screen will display a box with your payment activity. Under the “Status” column, only payments that display “Scheduled” can be canceled.
To cancel a Scheduled payment: 1. Click on the blue link under the “Reference ID” column.
2. Scroll to the bottom of the page and click the “Cancel” button.
3. To proceed with cancelling the payment, click on “Submit.” A confirmation screen will appear.
4. To avoid cancelling the payment, click on Back and you will be redirected to the “Payment Activity” page.
5. To view the changed status of the payment, return to the “Payment Activity” page.
- Will I get a receipt or confirmation number?
If you have provided us with your email address, you will receive a payment confirmation with each payment.
A payment confirmation will display at the end of your transaction every time you make a manual payment. At the top of the payment confirmation screen is a Reference ID, which is a transaction number unique to your payment.
- Can I pay multiple accounts?
You can associate all of your Republic Services hauling services accounts under a single User.
To associate accounts together:
1. Select “Account Information” from the left navigation menu.
2. Click on “Add Account.”
3. Input the 12-digit account number without dashes.
4. Input the 5-digit billing address zip code associated with the account.
5. Click “Submit.”
- Can I make a payment on a past due account?
- I don’t see my online payment reflected on my latest invoice?
Your payment may have occurred too late to appear on the current invoice or your payment could have failed or been declined.
You can check the status of your payment by selecting Payment Activity from the navigation menu. The status of your payments appears in the Status column on the far right of the payment activity table. Following is a description of each status:
-Paid: Your payment was accepted by your financial institution. However, it may not have reached us in time to appear on your invoice.
-Declined: Your financial institution rejected our request to process your transaction. For further information, contact your bank or credit card issuer
-Failed: We were unable to submit your payment to your financial institution
-Scheduled: Your payment was scheduled for a future date and has not been sent to your financial institution.
-Submitted: Your payment has been sent to your financial institution.
Billing Questions - Will I stop receiving my invoice in the mail?
You will continue to receive an invoice in the mail. - How do I know my invoice was paid on time?
Payments made through Online Bill Payment before 5 p.m. Central time will be posted to your Republic Services account by 7 a.m. Central time on the next business day. Payments made after 5 p.m. Central time or that occur on bank holidays or weekends will be posted to your Republic Services account by 7 a.m. central time on the second business day. - Can I still incur late payment charges?
If applicable, late fees may be charged if an unpaid balance remains on your account for 60 days after the invoice due date. - What if I have questions about or think there is an error on my invoice?
- How do I find out what I owe on my account?
Billing detail, payments and account balance are reflected on your printed invoice. If you need more current information, call the Customer Service number that appears in the Contact Information section on the left side of your printed invoice.
To view your invoices in Online Bill Payment you will need the current version of Adobe Reader. For a free copy of Adobe Reader or to upgrade your version, go to: http://adobe-reader.download-click.com. To see an image of your invoice, click on the blue link under the “Description” column that displays on either the “Inbox” or “Pay Invoices” pages. - How do I know when my invoice is due?
Your payment due date appears in the “Pay This Amount” section on the left side of your invoice. It also appears under the “Description” column that displays on the “Inbox” or “Pay Invoices” pages in Online Bill Payment.
Service Questions - Who do I contact about my service?
Our Customer Service number appears on the front of your paper invoice as well as the invoices you can view in Online Bill Payment. You can also locate the phone number for the local office that services you on our company website.
Technical and Security Questions - What are the system requirements?
In order to use Online Bill Payment you must be using Firefox 4.0 or Microsoft Internet Explorer 8.0 or higher.
To view your invoices in Online Bill Payment you will need the current version of Adobe Reader. For a free copy of Adobe Reader or to upgrade your version, go to: http://adobe-reader.download-click.com. - Is my bill payment and personal information secure?
We take the security of your payment information very seriously. We are using industry standard, state-of-the-art technologies to make sure that your payment information is secure. All information that goes to or from your computer will be encrypted using a technology called “Secure Sockets Layer” (SSL). Only you can see your payment information. - What do I do if my computer is not working and I cannot access the Internet to pay my bill?
Contact Customer Service at the Republic Services office that provides your service. Their number appears in the Contact Information on the left side of your invoice. You can also locate the phone number for the local office that services you on our company website.
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