Post Date:06/08/2026The City of West Lafayette has received multiple reports from customers who are unable to complete online payments through Citizen Self-Service because the payment detail fields do not load.
This issue appears to affect the third-party secure payment fields used by Citizen Self-Service. The Citizen Self-Service site may still load normally while the secure payment fields fail to appear. If that happens, there is no place to enter payment information even though the rest of the page appears to be working.
Because this appears to involve how individual internet networks are handling the third-party secure payment component, the City is not able to correct the issue from our side for a customer’s personal internet connection.
As a temporary workaround, customers may try using cellular data instead of Wi-Fi/Ethernet, using a different network, or pay by phone through the secure IVR line at 765-391-0732 for utility payments.
If the payment fields do not load on your internet connection, please contact your internet service provider and report the issue.
When contacting your internet service provider, please tell them:
“I am trying to make an online payment through the City of West Lafayette Citizen Self-Service payment portal. The website loads, but the secure payment detail fields do not appear, so I cannot enter my payment information. The City has advised that this may be related to a network, browser, security, DNS, or filtering setting preventing the third-party payment service from loading. Please check whether my network is blocking, filtering, or otherwise preventing access to the secure payment fields on the City’s payment page.”
We understand this is inconvenient and are continuing to monitor the issue.
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