1. What are the advantages of using Autopay?
2. How to apply for Auto-pay? Should the Bank account holder must be the same as the contact registered account holder?
3. In what cases will Auto-pay transaction not be processed?
4. Why am I not informed when Autopay transaction is not processed?
5. When will the Autopay transaction be processed?

1. What are the advantages of using Autopay?

It saves time, as the bills will be settled automatically. Therefore, Autopay is the most convenient, worry-free and environmental-friendly way of settling your monthly electricity bill.

2. How to apply for Autopay? Should the Bank account holder must be the same as the contact registered account holder?

You can either approach CEM Customer Contact Centre, the respective banks or Macao Water counters. You should possess a bank account at the respective bank and present us with:

• Your bill
• Copy of your identification; and
• Original or duplicate copy of a bank savings passbook, or bank account card.

Please note that the bank account holder does not need to be the CEM registered contract account holder. Simply click here for banks’ information.

3. In what cases will Autopay transaction not be processed?

The following are the potential reasons of unsuccessful Autopay transaction:

Pre-set Transaction Limit

For some banks, you can choose to set a payment limit for each transaction when subscribing of Autopay. In case the due amount of the bill exceeds the limit, the Autopay transaction will not be processed for the month even if there is sufficient fund in the bank account.

Minimum Account Balance

Some banks impose a minimum account balance requirement. This means that the Autopay transactions will not be processed for that month if the remaining account balance is less than the required minimum account balance after debiting the due amount.

Insufficient Deposit on Transaction Dates

Autopay transaction will only be attempted on the payment due date or the latest date to avoid disconnection and you should ensure that there is sufficient fund in your bank account on one of these two transaction dates. If Autopay transaction is not processed on one of the above dates, you should settle your bill over CEM payment counter.

Autopay Not Activated If you have recently applied for Autopay, the application may not be activated right away and you have to settle the bill through other payment channels or at our cashier counter for payment. If Autopay is activated, respective Autopay transaction information will be printed on the bill.

4. Why am I not informed when Autopay transaction is not processed?

If your Autopay transaction is processed on the payment due date, your appointed bank will inform us. And in order to provide better service, we will inform you of the unsuccessful Autopay transaction if we have your up-dated contact number. In some cases, we are unable to contact you due to an out-dated contact number. As a result, please contact our Info Line at 2833 9911 if you have a new contact number. Also, customer can apply for SMS service, customer can receive a SMS message 2 days before the latest date to avoid disconnection if Autopay transaction is not carry out successfully on the payment due date.

5. When will the Autopay transaction be processed?

Autopay transaction will only be attempted on payment due date and latest dated to avoid disconnection as stated on the bill. If there is insufficient fund in the bank account on any of these two dates, Autopay transaction will not be processed regardless of having sufficient fund at other time.