You can get help with errors or issues using CityPay.
Entering Your Information Online
When entering your Borough-Block-and-Lot (BBL) number to pay online through CityPay, do NOT include any of the zeroes in the front of the number. For example, for a block number of “01099,” enter “1099.”
To enter an address, do not use any symbols, such as the number sign for an apartment number. Use only letters and numbers.
Maximum Payment
The CityPay online payment system will not let you pay more than your total yearly tax amount and any agency charges that are due for each property. If you try to pay more, you will get an error message.
Declined Payments
If a Credit or Debit Card payment can’t be processed, DOF will send you an email with information about your returned payment. The original amount due will be reinstated, as well as any late fees, penalties, or booting fees that had been charged at the time of your original payment. It can take up to 5 days for the reinstated charges to be available for online payment in CityPay or the mobile app.
If you receive this email, you need to submit another payment. If you don't, additional penalties and interest will be charged, along with the original amount due, until you make the payment and it is collected by DOF.
Billing and Address Mismatch
Make sure that you’ve entered your address exactly how it appears on your credit card or debit card statement. Your card may be rejected if you enter an address that doesn’t match your bank or credit card company’s records.
If you entered your address correctly and the payment was rejected, you need to contact your bank or credit or debit card company to find out why the payment failed.
Card ID or CVV Mismatch
Card ID or Card Verification Value (CVV) is required when paying by credit card or debit card. It is a numerical code that is 3-digits (MasterCard, Visa, Discover) or 4-digits (American Express) long. Make sure you enter the correct code from your card.
If you enter an incorrect code, you’ll get an error message. Ifthe payment is rejected, you won’t receive a payment confirmation. If this happens, try using another card or payment method.
Credit or Debit Card Declined
If your credit or debit card payment didn’t go through, you won’t get a confirmation page. Instead, you’ll get a message that says “Unable to process payment. Declined.”
There are various reasons that your card could be declined. Even if you have entered your address and billing information correctly, your credit or debit card may still be declined. Contact your credit card or debit card company to find out why your card wasn’t accepted. You can also try a different payment method.
Holds
If a credit or debit card payment does not go through, your bank or credit union may still place a hold on your funds. Different banks and credit unions have different processes and timeframesfor releasing holds.
- American Express: up to 3 days
- Bank of America Visa or MasterCard: up to 5 days
- Capital One Visa or MasterCard: up to 5 days
- Chase Visa or MasterCard: up to 5 days
- Citibank: up to 30 days
- Discover: up to 10 days
- HSBC: up to 3 days for its debit cards and 30 days for its credit cards
- TD Bank Visa or MasterCard: up to 5 days
- Wells Fargo: 1 to 5 business days
- Most credit unions: up to 30 days
If it can take your bank or credit union 10 or more days to release a hold, you can request assistance from the Department of Finance (DOF) after 10 days. If the bank or credit union takes fewer than 10 days to release a hold, you should wait until the hold is released before contacting DOF.
Call 311 or 212-NEW-YORK (212-639-9675) for help.
