Frequently Asked Questions

WAHSSI serves most homes and businesses within the West Alameda Heights subdivision.

Several possibilities could be:

• The vent system could be obstructed
• The P-trap may be clogged
• There could be a partial obstruction in the line between the individual facility and the main drain

The problem can be either in the main drain within the house or in the property's service line.

Several possibilities could be:

• A solid object flushed into the drain line
• Grease buildup
• Roots in the line that have entered at unsealed joints, slipped joints or cracks in the pipe
• A dip in the line that allows solids to settle and eventually obstruct the line
• A broken line

The homeowner is responsible for the service line from the house to the main line. You should contact a plumber to assist you in resolving the problem.

No. It is against the law for anyone other than WAHSSI or its contractors to open a manhole.

InvoiceCloud is a web-based, electronic invoice presentment and payment company that we have partnered with to provide faster, more convenient billing services to our customers. By automating billing and collections, customers can click and pay online while helping the environment and reducing clutter in their home or workspace.

You may need to register to receive electronic bills by email, but registration is not required for one-time payments. One-time payments require that you enter your payment information each time you make a payment. By registering, you avoid that step and gain access to your payment history.

Yes, an email address is required for payment confirmation. A payment receipt is sent via email.

Registering is easy and can be done when you make a payment.

When you receive an email notification that your bill is ready to be paid, click the “View Invoice or Pay Now” button. Or click the View or Pay Your Bill button on the Payment page.

You will be directed to WAHSSI’s “Pay and/or View Bills Online” site, powered by InvoiceCloud. Once there, you will be given the opportunity to register or make a one-time payment. If you choose to register, you will be asked to provide a password and accept the terms and conditions to use the system. The payment information you enter in your profile will then be securely encrypted and saved for your next visit.

Click “Forgotten Password?” at the bottom of the login screen. You will need your account number and email address to retrieve your password. If you’re unable to locate this information, you may call the biller, and after verifying your identity, the biller can provide you with the information.

Your bill can be paid in any of the following ways:

1. Email notification based payment - click the “View invoice or Pay Now” button in your email
2. Web based online payment - login to online bill pay via biller’s website
3. Phone payments - call your biller’s office
4. Paper check - sent by whatever means you choose, including US Postal Service

Under “How would you like to pay,” click on the drop-down box and choose EFT Check.

Yes, you will receive a confirmation email.

Yes, you will have 24/7 access to your account for invoice review and payment, payment history and customer service requests.

If you elect to opt in to Auto-Pay, it means that your bills will be paid automatically on their due dates using your default credit card or bank account. This will avoid late fees and free you from having to remember when to pay.

Scheduled payments are scheduled individually by you for each bill on your specified date.

Yes, as long as it is changed before the date it was scheduled to be paid.

You can pay by credit or debit card, or you may issue an electronic check from your bank account, either checking or savings. Please check WAHSSI’s website for the credit and debit cards that are eligible.

No, your current bank account will work fine. So many payments are made electronically now that banks are already prepared for online payments. However, if you have arranged through your bank to automatically pay your bill, you need to contact your bank and discontinue the automated payment, otherwise you may pay your bill twice.

A non-refundable fee added to an invoice to cover various administrative costs associated with billing and accepting payment.

After you submit your payment, you will see a payment confirmation screen. It will contain your payment confirmation message. It will show an approved number for credit cards or a processed number for electronic check. You will also receive a confirmation email after your transaction is submitted. The email will include your account number, invoice number, amount paid, and confirmation message.

If your electronic check does not pass through the bank, you will receive an email informing you of the rejected payment. You may need to call your biller in order to pay again.

Yes, your bill can be paid in any of the following ways:

• Email notification based payment - click the “View Invoice or Pay Now” button in your email
• Web based online payment - login to online bill pay via biller’s website
• Phone payments - call your biller’s office
• Paper check - sent by whatever means you choose, including US Postal Service

Going paperless is a two-step process. After receiving the paperless registration email, you must click the Confirm button in the email to complete the process. If you prefer not to go paperless, simply do not complete registration. You will get one reminder email, but if you don’t complete the registration at that time, the paperless enrollment will be cancelled. You may also go to Paperless Options in your account profile and click “cancel registration.”

If you are registered, the only information you need to have available to complete a payment transaction is your email address and password. If you make a one-time payment, you will also need your bank account or credit card information and your account number.

You can make payment or review your account 24 hours a day, 7 days a week. It is always a good idea to pay or schedule a payment at least a few days before the due date to allow for processing time.

Yes, simply login to your account and select “View paid or closed invoices.” If you are a registered customer, you will receive an email notification.

Yes, each invoice is presented in PDF and HTML format. Electronic storage is recommended because it saves paper and has a beneficial impact on our environment.

If you are unable to find the information you need in your online payment history or open invoices, please call West Alameda Heights Sanitation Service, Inc. at 303-232-2577.

If you are registered, you can log in via WAHSSI’s InvoiceCloud site and view the bill there, or you can call West Alameda Heights Sanitation Service, Inc. and ask them to resend the email.

Please call West Alameda Heights Sanitation Service, Inc. at 303-232-2577.

If the website is down or inoperable, please call InvoiceCloud customer service at 781-848-3733.

InvoiceCloud uses the highest standards in Internet security. Account information displayed within the customer and biller portals is truncated to protect confidential data. Any information retained is not shared with third parties.

InvoiceCloud will safely store financial information using Payment Card Industry (PCI) compliant systems. This includes truncating account numbers so that even your biller does not see your complete financial information.

You and your biller’s authorized staff. No one will have access to your financial information as all check routing numbers and credit card numbers are truncated.