PRESS RELEASE

Long Beach, CA – The City of Long Beach has restored billing and payment processing services for City utility accounts, which were taken offline on Nov. 15, 2023, out of an abundance of caution after the City learned of a network security incident targeting the City. City-serviced utility customers can now pay their bill online, over the phone, in person or by mail.

“We are pleased to share that our Utility billing and payment processing systems are fully restored,” said Mayor Rex Richardson. “We thank our Technology and Innovation and Utilities Departments for their nimble response and extend our appreciation to our valued utilities customers for their patience and understanding.”

On Nov. 27, the City restored most of its systems including most website content and services, general information on the City’s website as well as department webpages. Additional work continued related to Utility billing, which has been finalized today.

Effective today, Dec. 5, 2023, Utility billing and payment collection for water, natural gas, sewer and refuse services is fully restored. Utility customers can submit payments using the City’s full array of options:

• In-person at City Hall (411 W. Ocean Blvd.) weekdays between 7:30 a.m. and 4:30 p.m. Acceptable forms of payment include cash, check, money order or credit/debit card.
• Dropbox, located at the southeast corner of City Hall (check/money order only).
• By mail, payable to City of Long Beach, P.O. Box 630, Long Beach, CA 90842-0001 (check/money order only).
• Online at longbeach.gov/utilitybilling.
• Via phone by calling 833.408.8405 (electronic check or credit/debit card only).
• Retail payment locations at 7-11 and CVS stores (cash only).

Customers who are enrolled in autopay whose normal autopay deduction occurred while billing and payment systems were offline should have received an autopay deduction on Dec. 1. Autopay is now fully restored and has resumed its normal schedule.

For those on previously approved payment plans, please continue with payments as agreed upon.

Due to City systems being offline during the last half of November, some Utility customers may not receive their November bill within their normal timeframe and may experience billing delays as little as one to two days and upwards of two weeks. Other customers may experience further delays with their November billing, and the delayed billing information, including utility charges, will be carried over and included in their next utility bill received later this month. For these customers, the next utility bill will include two months of charges as it will include November and December billing charges. Customers should pay as much of this bill as they can, recommended at least half, and the remaining balance can be paid with the January bill. Utility customers will not be charged late fees or be subject to the shutoff of utility services due to this billing delay.

Customers can call 562.570.5700 with questions or concerns regarding bill payment. More information on payment options is available on the Utility Services site at longbeach.gov.

The City continues working diligently to restore the remaining public-facing systems and online services, including computer and printing services and additional digital amenities offered by Long Beach Public Library.

Long Beach is not alone in experiencing network security incidents. Online reports have estimated that 80 local governments so far this year have been targeted by cyber attackers. Long Beach has continued to invest each year in cyber security, modernization of systems and investment in cloud-based systems, including additional security investments that were approved in the FY 24 budget. Long Beach has also invested in cyber security insurance policies that are helping cover the costs of outside expertise during this network security incident.

The City is committed to keeping the public informed of any new developments and potential impacts to public services and to the community. Any pertinent updates regarding the network security incident will continue to be provided as appropriate on longbeach.gov/networksecurityincident. People may also call 562.570.INFO (4636) from 8 a.m. to 5 p.m. on weekdays, excluding City holidays, for up-to-date information. Members of the community are also encouraged to follow the City’s social pages on Facebook, X and Instagram with #LBAlert for updates.