Troubleshooting & Support

Here are some general troubleshooting tips for logging into or creating your online account if you are experiencing issues:

Double-check your credentials: Ensure that you are entering the correct username and password. Check for any typos or incorrect capitalization.

Reset your password: If you are unable to log in, try resetting your password. Follow the instructions provided on the login page to reset your password.

Clear your browser cache: Sometimes, browser cache can cause issues with logging in. Try clearing your Easy Smart Pay site data from the browser and then attempt to log in again.

Try a different browser: If clearing the cache doesn't work, try accessing the website using a different web browser to see if the issue persists. Google Chrome is preferred.

Check for service outages: Sometimes, the site may be experiencing technical difficulties. If the outage is obvious, please let us know at Support@easysmartpay.net

Disable browser extensions: Browser extensions can sometimes interfere with the login process. Try disabling any browser extensions and then attempt to log in again.

Check your internet connection: Ensure that you have a stable internet connection. Try restarting your router or connecting to a different network.

Contact customer support: If none of the above steps work, contact the customer support team of the website or service you are trying to access for further assistance. Provide them with details of the issue you are experiencing for a quicker resolution.

Although it is different for some counties, ESP generally receives tax roll data every 2 weeks. That is when the system will update your property and unlock payments for the next installment. ESP locks out properties that have a missing installment from enrolling in monthly payments because we do not currently process delinquent tax bills.

ESP staff can manually unlock a property if you give us notice that it is paid on the county site. Please reach out if you want us to unlock your property.

Our system is set up to scan county tax rolls and identify any enrolled property that has already paid the county before the deadline. As a result, ESP will cancel the current installment contract and refund the duplicate payments back to the original payment method. 

If we are notified by a county that a payment ESP remitted is a duplicate payment, ESP will receive a refund from the county. Note: Refunds from the county may take 30-120 days.  ESP will cancel the current installment contract and refund the duplicate payments back to the original payment method. If ESP gets notification from the tax roll that the property is paid by an escrow and the property is enrolled in auto-pay then ESP will cancel auto-pay and refund any associated payments.

If the chargeback occurs before the installment is sent to the county, ESP will cancel the contract and refund all payments associated with that installment. In this case, the chargeback is accepted. If a taxpayer submitted the chargeback by mistake, they are welcome to re-enroll in payments for the current installment at any time prior to the ESP deadline, 7 days before the installment deadline. The payment schedule will be different than the original schedule due to timing.

If the chargeback occurs after the installment is sent to the county, ESP automatically disputes the chargeback because the funds were already remitted to the county on  the taxpayers behalf. The dispute process sometimes returns the funds to the taxpayer. In which case, the taxpayer will owe ESP funds to rebalance the account. We will need to re-run a transaction or receive a check in the mail for the amount disputed. If ESP is unable to successfully re-collect the funds, we will be required to escalate to small claims, arbitration or litigation.

If you are having trouble finding your property on Easy Smart Pay (ESP), here are some steps you can take to find the property:

Step 1: Verify county participation: ESP's services are available in the majority of California counties, but there may be exceptions. Verify that your county is participating in ESP's program.

Step 2: Check for tax bill eligibility: ESP services annual secured property tax. Other bill types may not be eligible for enrollment. Ensure that your property meets the eligibility requirements.

Step 3: Double-check your search criteria: Ensure that you are entering the correct address or APN (Assessor's Parcel Number) and not the bill number. Small typos or missing 0's can lead to the property not being found.

Step 4: Try different search methods: If searching by address is not yielding results, try searching by APN or vice versa. The property may be listed under a different identifier.

Step 5: Contact Customer Service: If you are still unable to find your property, reach out to ESP's customer success team via the online chat function for assistance. They can help you locate your property.