Bill Pay FAQs
1. How do I access Bill Pay?
Log into Online Banking from a desktop computer or the mobile app. Accept the Terms and Conditions.
2. Can I make a payment to anyone?
Yes, you can pay anyone including your cable company, doctor or Uncle Charlie.
3. How do I make a payment to a Payee?
On a desktop computer, select Add Payee. From the mobile app, select Manage Payees, then Add. Once you add your payees, you can start using Bill Pay. Select the Payee you would like to pay, enter the payment details and hit Submit Payment. If you’d like to schedule a payment, edit the “Start Date” or ” Send On” date. If you’d like to set a recurring payment, edit the Frequency details.
4. Can I pay bills with my credit card or savings account?
No, Bill Payment only accepts payments from checking accounts.
5. Where is my payment sent?
Your payment is sent to the address you provided for each of your Payees except in certain situations where our Bill Payment provider has a special relationship with a Payee. In that case, the payment will be sent to the preferred address.
6. How are payments issued?
Only you can authorize payments. You tell us who, when, and how much to pay. Payments are issued electronically or via paper checks, depending on the Payee’s capability. Both electronic payments and paper checks always include remittance information, ensuring that your Payee can accurately record that a payment has been received for your account.
7. Can I use my regular checkbook?
Yes, Bill Payment does not replace your checkbook. You can continue to write paper checks as you normally would if you so choose.
8. When are paper checks issued to my Payees?
Some Payees do not currently accept electronic payments and therefore only accept check payments. In this case, it is recommended that you set the “Send On” date at least five (5) business days in advance of the due date on your bill. Note that when you select your send on date, or use the dynamic calendar to select a send on date, a “Deliver By” date will be displayed. This is the date that the bill payment provider guarantees that your payment will be delivered to your Payee.
For Example: If your payment is due to the Payee on the 15th of the month and you set the Send On date in advance as the 10th, your check will be mailed to your Payee via first class mail. The money will be deducted from your account within 1-2 days of the Send On date you provided.
Also note that if you wait until the 10th to set the payment to go out, you must authorize your payment before 9:00 PM Eastern. (If you schedule the payment after 9:00 PM Eastern, your payment will not be issued the same day, but the following morning).
9. When are electronic payments sent to my Payees?
For Payees who can accept Electronic Funds Transfers (EFT’s), we recommend that you set the Send On date at least three (3) business days in advance of the due date. If you authorize payment in advance, your funds will be sent after 10:30 PM Eastern on the day you designate, which is your Send On date. To have an Electronic Funds Transfer issued on the same day that you authorize payment, you must authorize the transaction by 10:30 PM Eastern. Please note that some EFT transactions may clear your account the same day they are issued. Be sure your account has enough money available, in advance of the Send On date, to avoid bounced payments.
10. How do I know when a payment has been sent?
Within the Bill Pay, you can access the History tab. This shows you all of the bill payments you have scheduled and have successfully made.
11. When will my payments be debited (withdrawn) from my checking account?
If the payee is being paid with either a paper check or an electronic payment, the amount of the payment will be deducted from your account within three (3) business days of your Send On date (the payment processing date). Please note that some electronic payment transactions (EFT’s) may clear your account the same day they are issued. Be sure your account is funded in advance to avoid bounced payments.
12. How do I cancel a payment?
To cancel a payment, click “Delete” next to the payment. There are two cutoff times to cancel payments, 3:00 pm EST for same day payments and 2:00 am EST for future scheduled payments. For example: If you enter a payment today, to be paid today, you have until 3:00 pm EST to cancel the payment. If you schedule a payment today, to process next Tuesday, you have until 2:00 am EST on Tuesday to cancel the payment.
13. What options do I have for scheduling recurring payments?
You have the following options:
- One time
- Every two weeks*
- Every four weeks*
- Every other month*
- Every 6 months*
14. Are there types of payments that I can’t issue?
Due to legal requirements, we limit the ability to make certain types of payments. Payments to Payees outside of the United States are prohibited, and may not be issued under any circumstances. In addition, the following payments are discouraged, but may be scheduled at your own risk:
- Tax payments to the Internal Revenue Service or any state or other government agency
- Court-ordered payments, such as alimony or child support
- Payments to insurance companies
Our bill payment provider will not notify you if you attempt to make any of these payments. In addition, they will not be liable if the payment was not processed on such payments.
15. What happens if I do not have enough money in my Checking Account to cover a bill?
We issue standard, approved payments against your Checking Account. Just as with a paper check, you have to maintain sufficient funds in the account to cover all payment obligations. We are unable to notify you if you have insufficient funds. Please note that you may be charged a Insufficient Funds Fee for payments that are returned for insufficient funds. Please note that Bill Pay account will be blocked until the payment is satisfied.
16. What are e-bills?
e-Bills allow you to receive your bills electronically within online banking. Your payees must offer this option in order to take advantage of this feature. When adding a payee who is eligible for e-Bills you can select “Set Up eBills” and verify your account with specific information. For example, you may be asked to provide your user name and password for the provider, your account number, your billing zip code and/or the last four digits of your Social Security or Tax Identification Number. You will then be able to see your bill amount and due date from within Bill Pay. This makes paying your bills quick and easy.
17. How do I know when I’ve received an e-bill?
Any recently received e-Bills waiting to be paid are displayed with the e-Bills tab. You will also receive an email from email@example.com stating that an e-Bill has been delivered to you.
18. How do you retrieve bills from my biller’s website?
First, you register with your biller’s website. Then, you provide us with your user ID and password, and we’ll go to your biller’s website and retrieve your bill for each month. That way you can come to one place and see all your bills.
19. Can my bills be paid automatically?
Yes,there are two ways that you can schedule payments automatically: Automatic Payments and Recurring Payments. Each is used in different circumstances.
- Automatic payments typically are used in situations where you are receiving your bill electronically (e-bills).
If you would like to automatically pay a bill that arrives to you, you may establish automatic payment rules. The automatic payment rule instructs us to issue a payment every month for a specific Payee without requiring your approval each time. You can pay the full bill, pay the minimum due, or pay a fixed amount that you are comfortable paying each month. For example, you could set up your credit card bill to be paid automatically in three different ways:
- Pay the entire bill if it is a specific amount you designate, or less. You are contacted by email for approval if it is more than the desired amount.
- Pay the minimum amount due every month.
- Pay a specific amount, designated by you, every month.
Recurring payments typically work well with fixed payment plans like car loans or mortgages where you are not receiving a bill online (e-bill)
- If you regularly make a payment for a fixed amount, without receiving an e-bill, you can establish a recurring payment rule to make this payment automatically. For example, your mortgage company may have provided you with a coupon book instead of billing you monthly. You can tell us to issue this payment to your mortgage company each month.
20. Can I pay all of my received bills at one time?
Yes, you can pay your bills all at once using the “Multi Pay” tab.
21. What is a filed bill?
A filed bill is one that you do not want to pay through your Bill Pay, but want to save for your records, such as, a bill with a zero balance or a bill that no longer needs to be paid. Once you file a bill, it is permanently removed from your Bill Inbox and cannot be paid.
22. I registered a Payee for e-bills, why am I receiving the paper bill at home?
Some Payees may continue to send a paper bill to your home even after you begin receiving the bill online. To avoid making duplicate payments, it is best to pay only those bills that arrive online. Some Payees may offer the option of “turning off” the paper bill, either by indicating such a preference on their website or by contacting their Customer Service department via phone or e-mail.
You may select the start and end date of these occurrences