New payment provider gives Tyler customers more ways to pay

Across the City, small but meaningful changes have been reshaping how customers interact with the Water Business Office. Now, the story continues with a new payment provider that gives people more ways to manage their accounts.

The Tyler City Council approved the contract with Invoice Cloud on Wednesday, Dec. 10. The new system will replace Paymentus and is anticipated to go live in spring 2026.

The new platform will offer several modern, convenient payment options not previously available and is part of a broader effort to make paying utility bills simpler, faster and more flexible.

When the Invoice Cloud goes live, customers will need to:

• Create a new online profile

• Re-enroll in autopay (previous settings will not transfer)

• Optional: Set up text or email reminders

The City of Tyler will continue to cover the transaction fees associated with digital payment methods, allowing community members to enjoy the added convenience without the additional costs. The new system is also being implemented without requiring additional City funding.

New features include:

• Email and text reminders with quick-pay links, allowing customers to pay in seconds with saved preferences.

• Pay-by-phone in under a minute, with the system recognizing callers and guiding them through saved payment methods.

• Tap-to-pay and digital wallet support, including Apple Pay and Google Pay.

• Business profiles, allowing business customers who own or manage multiple properties to select which ones they'd like to pay for in a single transaction.

• Online payments for new meters and front taps, without visiting the Water Business Office in person.

• Simplified account lookup, allowing staff to identify accounts by phone number and assist customers more efficiently.

"Another benefit of the system is that it gives us the ability to look up a customer's account using their phone number, where previously we could only look it up by account number," said Chris Cambra, Water Business Office Manager. "It also allows us to see payments in real time. When our customer service representatives can see what the customer sees, we can troubleshoot issues much faster."

Tyler utility customers can also expect to see a new bill design in early 2026 that breaks down where the money is going and has a glossary on the back. The Water Business Office is also exploring an online customer portal that would help with tracking usage, spotting potential leaks and more to better serve customers.

For more information about the changes for utility customers, visit MyTylerTexas.com.