InvoiceCloud, a provider of online billing and digital payment solutions, announced the findings of its consumer bill payment survey, pointing to language options as a key barrier to online bill pay adoption. The study of 1,000 U.S. consumers found that 46% said they would be more likely to use an online billing or payment platform to pay their bills, rather than paying by phone or in person, if the platform were available in their preferred language.

With 79% of those consumers paying their bills primarily online or through a mobile app, customer experience and ease of accessibility remain central to broader adoption as many companies and municipalities continue moving toward paperless billing. InvoiceCloud said an inclusive billing experience allows customers to view and pay bills in their preferred language, not just English, across the channel they already use, which can matter for sectors where payments are routine and time-sensitive.

The survey also found that language is not only a barrier to online bill pay adoption, but also to timely payments. InvoiceCloud reported that 41% of consumer respondents said they found it difficult to make a payment or abandoned the online bill process because it was not available in their language. In addition, 52% said they had to pay through another channel, such as by phone or in person during normal business hours, or rely on a friend or family member for assistance when their preferred language was unavailable.

“Paying an essential bill should be simple,” said Kevin O’Brien, CEO of InvoiceCloud. “If something as straightforward as offering the right language helps more people pay online with confidence, that’s an opportunity we should all be paying attention to. It’s better for consumers, and it’s better for the organizations serving them.”

Other findings from the consumer bill payment survey included the following:

Consumers surveyed were most likely to pay utilities (78%), insurance premiums (59%), property taxes (33%), and municipal or government fees (33%) through an online platform, underscoring the need for bill providers in these sectors to offer multiple language options. Among these consumers, 73% said they would pay their utilities online if their preferred language were available.

Limited language options can also lead to significant service disruptions. According to the survey, 13% of respondents said their services had been shut off or their insurance coverage had been canceled because language was a barrier to completing payments.

Beyond English, the top preferred languages selected by respondents were Spanish, Mandarin, Vietnamese, Tagalog, and Korean.

The survey results highlight the role of language accessibility in digital billing and payments as providers seek to improve adoption and reduce friction across customer payment channels, especially as more essential services move further online.