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Online Utility Billing Advisory

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Carson City recently became aware of an information security incident that involved a vulnerability which may have affected some water/sewer customers who paid their utility bill online between August 1, 2019 and September 12, 2019. Customers who may be directly affected will receive a notification by mail.

The online utility billing software Click2Gov is issued and maintained through CentralSquare Technologies, a third-party vendor that provides payment processing services. Only customers who used the Click2Gov system to submit one-time or to set up new reoccurring payments to Carson City Public Works Utility Billing between approximately August 1, 2019 and September 12, 2019 may be affected. Click2Gov is not used by, and, does not affect, any other City departments or functions.

The City took prompt action upon learning of the incident and operated with CentralSquare to remove the malicious code from the Click2Gov online payment system and immediately initiated an investigation. The investigation is ongoing, and the City created a dedicated webpage carson.org/utilityalerts to keep customers up to date should new information arise. Through the investigation, the City learned that the unauthorized actor, not associated with the City, modified a piece of computer code that the Click2Gov software uses. This modified code was designed to capture limited personal information such as name; address; e-mail address; payment card number, expiration date, and card security code (CVV) information; and bank account number and routing number. Please note that other personal information such as Social Security number or government-issued identification numbers were not affected by this incident, Carson City does not collect that information for billing purposes.

Customers that may have been affected may also call the call center at 1-844-902-2027, where trained representatives will be available Monday through Friday, between 6:00 a.m. to 3:30 p.m.

The City is committed to protecting customer information and the integrity of the payment systems. The City would like to remind customers who pay their bills online that it is good practice to review their bank and credit card statements carefully and report any unusual activity to their financial institutions.

What happened?
Who is affected?
When did this happen?
Has this incident been contained?
What kind of information or data may have been affected?
Was I affected?
How do I protect my information?
Is it safe for me to pay my online bill now?
Do I need to cancel or replace my debit/credit card? Do I need to notify my bank or card company?
If I wasn’t notified directly/by mail, does that mean my data wasn’t affected?
How do I pay my bills offline?