Bill Pay FAQs

Any sufficiently advanced technology is indistinguishable from magic.
~ Arthur C. Clarke

Our promise to you:

After a great deal of research, and listening to our Bill Pay users, we made the decision to convert to a new, better Bill Pay system. The new system provides added features and is easier to use. We are confident the system will better meet your needs and help you easily manage your payments.

Any transition from one system to a new one comes with challenges, both for our members and our technology team. We can’t promise magic; however, we have worked hard to reduce the impact to Bill Pay users. And we will continue working during and after the transition to see you through any challenges. Count us in.

Bill Pay System Transition

FAQs about the transition, occurring from February 5–8, 2021, to our new Bill Pay system for current users.

 
The new Bill Pay system provides a cleaner interface and user-friendly navigation. You can quickly pay bills, add payees, send money to family or friends, view history and more, all from one easy-to-understand dashboard. You can also organize payees into groups to help you take care of your bills and your budget. Set up your payments, choose your Send Dates and then relax knowing you have managed your finances like a pro.
Good news! The new system is free. We’ve eliminated the $8.00 inactivity fee that was charged if members who had previously enrolled did not pay at least one bill within a 3 month period.

On the afternoon of Friday, February 5 at 3:00 pm, access to the current Bill Pay system will be disabled through the weekend. You will not be able to schedule payments or view activity during that time.

  • Any recurring payments you have scheduled to be paid in the future will be processed, so you do not have to reschedule any recurring payments.
  • One-time payments scheduled to pay after Friday, February 5 will not carry over. These payments will need to be rescheduled in the new system.
  • For security reasons, Person to Person payments will not carry over. Any P2P payments scheduled after Friday, February 5 at 3:00 will need to be rescheduled in the new system.
  • Business members will not have access to Person to Person payments.
  • Online banking will be accessible without interruption.

Past Bill Pay history will not transfer over. To preserve your most recent payment information, we recommend you download or print history prior to February 5 at 3:00, after which time it will not be available. To download or print your Bill Pay history, follow these steps:

  1. Log in to online banking and select Bill Pay.
  2. Scroll down to the bottom of the page and click View history.
  3. Find the Print button on the right and click it.
  4. In the popup box, under Destination, select whether to save your history as a PDF or printing it.

Keep in mind, you can research Bill Pay history on your monthly statements, which are always available in online banking. 

On Monday, February 8 at 8:00 am, you will have access to the new Bill Pay system.
  • Your payees and recurring payments will transfer over. It’s a good idea to review your payees after conversion weekend to make sure all of the information is correct.
  • You will need to re-enroll in eBills that you elected to receive electronically in the current system. Enrolling in eBills requires you to enter your password to the payee’s website. For security reasons, passwords to other payee’s websites won’t transfer to the new system.
Electronic payments will be deducted from your account on the Send Date you select. If you wish to set up an electronic payment on the Send Date, it must be scheduled by 3:00 pm our time.

Check payments will be mailed on the Send Date, so it may take up to five business days for the payee to receive your payment. Keep that in mind and set up check payments at least 5 days before the due date.

Unlike electronic payments, the funds for check payments will not be debited on the Send Date. An actual check will be mailed to the recipient, so the funds will remain in your account until the recipient deposits or cashes it.
Some payees that are currently paid electronically may convert to the new system as check payees. A team will be working to update these payees to electronic payments. Check payments take up to five business days to reach the payee, so we recommend you review your payee information in the new system on February 8 or soon after to adjust the Send Dates for any payments that converted to check.

General FAQs & Tutorials

Your Bill Pay Dashboard

Add a Payee

How to Schedule Payments

Using Quick Pay to Schedule Payments

Send Money

Helpful Feature: Groups

Stop Check Payment

Setting up eBills

 
Call our Contact Center at 407-896-9411 or 822-771-9411 and select option 9 immediately for assistance. If a payment has not yet processed, deactivate any scheduled payments or transactions.
First validate that the account number you have for that payee is correct by reviewing your most recent billing statement. If the account number was entered correctly, please reach out to our Contact Center at 407-896-9411 or 822-771-9411 and select option 9 for further investigation.
If you have not used Bill Pay to pay a bill in 90 days or more, your payees and other information will not carry over during the conversion. We encourage you to pay a bill between now and February 5 so your payees will migrate to the new system; otherwise, you will need to go through the process of re-enrolling back in to Bill Pay and starting over. We’re confident you’ll find the new system and its features so simple that you’ll become a regular user again.
Good news! The new system is free. We’ve eliminated the $8.00 inactivity fee that was charged if members who had previously enrolled did not pay at least one bill within a 3 month period.
Registering for Bill Pay is easy! Log in to online banking and click Bill Pay, then follow the steps to enroll.

You can add payees in a few easy steps.

  1. From the Bill Pay dashboard, select Pay Bills, then click Add Payee.
  2. Type the payee's name. If the payee is already in our database, it will show in the list. Select the payee and click continue.
  3. Add account details by entering the account number found on your bill or statement, confirm the account number, and the payee's zip code.
  4. A confirmation screen will appear with the payee name and last four digits of the account number along with the payee's address.
  5. Remember to review your payee’s information for accuracy. Click ok and you're done.
New payees will be added to the payee list in real time.

Payees who are not listed will receive your payments by check instead of electronically. 

  1. From the Bill Pay dashboard, select Pay Bills, then click Add Payee.
  2. Type the payee's name and a valid mailing address where your payment should be mailed.
  3. Enter the rest of the information.
  4. You may also add a memo that will be included on the check. 
Remember, check payments are mailed on the Send Date and you should allow five business days for the check to reach your payee. It’s important to set up the payment far enough in advance so your payment isn’t late. 

Monitor your account to learn when the check has cleared. You can also view the cleared check on your monthly statements in online banking.
You’ll find a symbol beside each payee indicating how the payment will be delivered. A lightning bolt means the payee accepts electronic payments. The funds will be debited from your account on the Send Date if scheduled by 3:00 pm our time. 

An envelope symbol beside the payee’s name indicates this payment will be made by check. The process for setting up a check payment is the same as an electronic payment. If you’d like, you can add a memo to the check.

Check payments are mailed on the Send Date, so it may take up to five business days for the payee to receive your payment. Keep that in mind and set up check payments at least 5 days before the due date. 
Also, the funds will not be debited on the Send Date. A paper check will be mailed to the recipient, so the funds will remain in your account until the recipient deposits or cashes it.

Once your payees have been added, you can start paying bills. It’s simple and easy. 

From the dashboard, select Quick Pay. 

  1. Select the payee. Type in the payment amount and send date, select the account the funds should be paid from.
  2. Select the frequency. Make a one-time payment, weekly, monthly or choose another frequency.  Select the duration for recurring payments. Repeat the payment until you cancel it or set a specific number of payments to be made.
  3. You may add a note for future reference, and if you prefer, you can even choose to receive an alert when the payment is delivered or select Alert Me with the number of days prior to the send date.
  4. Now scroll down to the bottom of the list and click Continue. Review the bill and make any necessary changes. Then click Pay. 
Yes. You can schedule weekly, semi-monthly, or monthly recurring payments or choose another frequency.
Changes are implemented in real time.

Yes. The Groups feature helps you organize your payments. Use Groups to batch similar payees, or create a list of first-half and second-half-of the-month payees to help with budget planning.  Your Groups will be available in Quick Pay so setting up a payment will be even faster when you group your payment types.

From the Dashboard, select Groups.

  1. Click ADD, then enter a Group name like Home Maintenance Payees.
  2. Select the payees for this Group from the drop-down list.
  3. Scroll down to the bottom of the list and click Save.
Groups can be deleted as well. Just scroll to the bottom of the Group you wish to delete and click the delete button. The payees remain in your payee list, but the Group will be removed.

The send money option sends funds to friends and family easily and securely. Neither you nor your recipient has to pay a fee.

To send money, all you need is the recipient’s name and either their email address or their mobile number. If you send the money before 3:00pm, the recipient will receive the funds the next business day.

  1. From the Bill Pay dashboard, click the send money option. Click add.
  2. Enter the recipient’s name, and their email or mobile number, and click save.
  3. From the send money drop down select the person you want to pay.
  4. Enter the amount, then a security question the recipient will know. Be sure to share the answer with the recipient.
  5. Accept the terms and conditions, change the date and frequency if necessary, then add a message to the recipient if you choose.
  6. Click send, and you're done.
Payments to anyone in the United States and its territories can be made through Bill Pay. You can pay practically anyone- charge accounts, utilities, auto loans, professionals, even a lawn service, friend, or relative.
Tax payments (such as federal income tax), payments to government entities and court-directed payments (such as alimony and child support) should not be processed through Bill Pay. We cannot research these types of payments or take any action to assist with payments to government or court agencies. In the event of an issue, the member would have no recourse or support, so we strongly discourage using Bill Pay in these cases.
No. Bill Pay only allows you to select valid Send Dates when you schedule payments.
Electronic payments are debited via ACH.
Automated Clearing House (ACH) is an electronic network for financial transactions in the United States. ACH processes large volumes of credit and debit transactions in batches. Think of it as the engine behind direct deposits and direct payments.
Check payments clear your account just like any other check you write. When the payee deposits it to their account or cashes it, the check will go through the normal check clearing process. You will be able to view the check on your statements in online banking after it has cleared.

An electronic or payment may be edited or deleted any time before the Send Date.

  1. From the dashboard, under Scheduled Payments, find the payment you want to edit or cancel.
  2. Click the down arrow to the right of the payment amount to see all of the payment details.
  3. Edit any of the fields and click update. OR click Delete Payment in red at the bottom of the payment details to completely cancel the payment.

Before the Send Date, you can delete the payment.

  1. From the dashboard, under Scheduled Payments, find the payment you want to edit or cancel.
  2. Click the down arrow to the right of the payment amount to see all of the payment details.
  3. Click Delete Payment in red at the bottom of the payment details to cancel it.

Once the Send Date has passed, you will need to contact the payee or merchant directly to discuss how to make any payment changes.

You can place a stop payment on a check payment if the Delivery Date has not passed. Here’s how:

  1. From the dashboard, find the payment history section and select the check payment you want to stop.
  2. Click the down arrow to see the delivery date and confirmed it has passed. Make a note of the check number.
  3. At the very top, click on the Accounts header.
  4. Click the checking account where the money was supposed to come from
  5. On the right side of the page; there is a Stop Payment option
  6. Enter the check number, amount and click submit. Note there is a fee to place the stop payment.

Send Money FAQs

 
You Recipients will receive the email or text notifying them immediately once you initiate the request.
Yes, for your convenience, previous Recipients will be available for repeat use.
No, the funds stay available in your account until your Recipient accepts the transaction.  Your Recipient will receive the funds the next business day if you schedule your transfer by 3:00pm.
Your Recipient has 10 calendar days to accept before the transaction is canceled.  You will need to set up the transaction again.

It’s important for both you and your recipient to understand the status of your transaction. Here is a list of notifications you and/or the Recipient may receive:

Payment successfully scheduled:

  • You will receive an email informing you of the transaction that you have recently set-up.
  • Your Recipient will receive an email or text informing them they have money waiting for them.
  • You will receive an email informing you that the transaction has been processed.
  • Your Recipient will receive an email or text informing them the money will be deposited into their account.

Reminder to Recipient if funds have not been accepted:

  • Your Recipient will receive a reminder if they have not accepted the funds after 5 calendar days.
  • You will receive an email informing you that an email or text was sent to your Recipient when they have not accepted their funds after the 5 calendar day mark.
  • You will receive email at the 10 calendar day mark informing you that your Recipient has not accepted the funds and your transaction has been canceled.  You will need to set up a new transaction.
  • Your Recipient will receive an email or text at the 10 calendar day mark informing them that the transaction has been canceled because they have not accepted the funds.

Notification when the authentication question is answered incorrectly:

  • You will receive an email informing you when your Recipient has not answered the authentication information correctly. You will need to set up a new transaction.
  • Your Recipient will receive an email or text informing them that the transaction has been canceled if they answer the authentication question incorrectly.

In case of an issue with the Recipient’s financial institution:

  • You will receive an email informing you that the funds have been returned to your account within 1-2 business days if your Recipient’s financial institution did not accept the funds.  You will need discuss with your Recipient before setting up another transaction.
  • Your Recipient will receive an email or text informing them that their financial institution was not able to post the transaction.

Notification if you have insufficient funds when the Recipient accepts the funds:

  • You will receive an email if you do not have enough funds in your account at the time the funds are withdrawn from your account. Your transaction will be canceled. You can set up a new transaction when you have sufficient funds in your account.
  • Your Recipient will receive an email or text informing them the transaction was canceled, but not the reason for the cancelation. 

Cancelation notification:

  • If you decide to cancel the payment, your Recipient will receive an email or text informing them the transaction was canceled.

Yes, you can cancel as long as the Recipient has not accepted the funds yet.
First the routing number will be verified as your Recipient enters it. Once your Recipient enters a valid routing number and adds their account number, the payment instruction is sent to your Recipient’s financial institution for processing (which takes 1-2 business days to post to your Recipient’s account). If the Recipient entered an incorrect account number, the transaction will fail. The funds will be returned to your account, typically within 3-4 business days.

If your Recipient inadvertently enters an account number that is correct but not owned by your recipient, your Recipient will need to reach out their financial institution to research the transaction for them.
If your Recipient enters in the wrong answer to the security question or email address/mobile number three times, your Recipient will be locked out and the transaction canceled. You will need to set up another transaction.
Once your Recipient accepts their funds, it will take 1-2 business days to clear your account.
The text message will come from 860-724-2029.
The email will come from no-reply@payveris.com.

eBill FAQs

 
It can take up to three (3) business days for Bill Pay to pick up the new data from your biller website. Please wait a few days after the start of the billing cycle. If the data does not refresh to the new statement data, please contact the Contact Center at 407-896-9411 or 822-771-9411 and select option 9 to report the problem.

You will need the following:

  • Your latest biller statement(s) or invoice.
  • The correct login and password to the biller website.  Many payees have two different sites, one for merchandise shopping and one for billing. Use the login and password for the billing site.
  • Answers to any security questions that may be required by the biller as an additional form of identification.
  • You may also need access to your email or text message to receive any One Time Passcodes or verifications that some billers require. Make sure that your biller site has your most current mobile number and email address so you can receive the passcode/verification code properly upon enrollment.
No, eBills are only offered by the electronic payees listed in the eBills enrollment list.
Yes, you can delete one or more eBills at any time.
Yes, for Bill Pay to pull in the statement data, you must enable electronic statements. If you are not already setup for electronic statements prior to eBills enrollment, it may take one full billing cycle for eBills to be available to you with this biller.
No, the connection between Bill Pay and the biller website will be broken when Bill Pay goes to connect to refresh the statement data. For eBills to begin working properly again, you must enter the updated credentials in Bill Pay.  Select “Resolve eBills Issues” that will appear by the payee. This will prompt you to enter the new biller website credentials.
In the Bill Pay user interface, select the link “Resolve eBills Issues” and the system will walk you through the issue let you know what needs to be done to correct the problem. Usually this occurs when you change your login or password on the biller website but the login credentials have not been updated in Bill Pay.
Yes once your biller makes your statement available on their website.