Bill Pay FAQ's

Q. How long does it take after I have enrolled to get to use bill pay?
A. 48 hours or 2 business days

Q. How will I know I can use it?
A. The Pay It option will be present, go into Account Information under the Personal Info section on the left side of the page it will show which share drafts are selected for Bill Pay. Each member may have up to two.

Q. How do I start using bill payment?
A. Once you have verified that your checking account has been set up for Bill Payment, you can begin using it by adding merchants/payees to your Merchant/Payee list. You can then schedule payments for them using the Setup/Change Payments option.

Q. What kind of bill payments are available?
A. There are two kinds of bill payments available: One-time -A payment that is processed on the day you specify. On the payment date you specify the funds are withdrawn from your account and the payment is sent to the merchant/payee. The merchant/payee will receive the payment 2-5 days after the payment date. Automatic - A recurring payment that occurs at your specified frequency as many times as you indicate.

Q. Why do I get a confirmation number when I make a payment?
A. Confirmation numbers are provided for all confirmed or modified payments. This is your assurance that a payment will be processed on the date it is scheduled. However, this confirmation number does not guarantee the merchant/payee received or posted this payment. It is also a reference number that can be used for requested research.

Q. How will I know if a payment was processed successfully?
A. The Payment History will show a status of "Processed" for that particular payment.

Q. How will I know if a payment failed?
A. The Payment History will show a status of "Failed" for that particular payment and the system will send you a message to let you know the payment failed.

Q. How can I be sure my payment will be processed?
A. Anytime you schedule a payment, you will receive a confirmation number signifying we will process your payment on the payment date you requested.

Q. The payment history showed that my payment was Processed, but my bank account has not been debited. Should I schedule another payment for this merchant/payee?
A. No. Anytime a payment shows a status of Processed in the Payment History, this means that the payment went out to the merchant/payee successfully. If the debit to your account cannot be sent online, it is sent via ACH, which will take 1-3 business days to post to your bank account.

Q. Is there a way I can verify online that a merchant/payee received my payment?
A. If payment was made to the merchant/payee by check, you can determine if the check has been cashed by viewing the payment details under payment history. Actual verification needs to come from the merchant/payee.

Q. Can I set up multiple payments to one merchant/payee?
A. You may set up one payment for each merchant/payee you have setup. You must wait until the initial payment processes for a merchant/payee before you schedule another payment to that same merchant/payee. There is no limit to your number of merchants/payees. You may also set up the merchant/payee for an automatic payment.

Q. My bank account was debited at the same time my payment went out last month. This month, the debit did not occur on the same day. Why? Both payments showed a status of Processed.
A. This scenario suggests that the processor encountered some connectivity issues in processing; which means that the payment went out to the merchant/payee, but the system could not debit the bank account immediately. In this case, the debit will be sent via ACH, which should post to the bank account within 1-3 business days.

Q. What is the maximum amount for any one payment?
A. There is a pre-determined limit on the amount you can pay. If you are having problems, please contact Customer Service to determine if the amount you are trying to pay is above the limit.

Q. How far in advance can I set up a payment?
A. Payments can be set up as much as 18 months in advance.

Q. Do I have to re-enter payments each month?
A. You can set up automatic payments of the same amount so you do not have to re-enter them each month.

Q. Whom can I pay?
A. You can pay any of the merchant/payee you have set up.

Q. Whom can't I pay?
A. The following payment types are prohibited through the system: Tax payment, Court ordered payments, Payment to payees outside the United States. It is not recommended to pay another bank to which you wish to make a deposit.

Q. How many days before the due date do I need to make a payment?
A. Unless otherwise specified, we recommend that you specify a payment date at least 5 business days before the due date to ensure your payment reaches its destination on time.

Q. The Bill Pay system says 'Schedule payment at least 5 business days before due date'. What does this really mean?
A. The number of days lead time indicates the number of business days for the payment to arrive at the merchant/payee, assuming the merchant/payee address and account number are correct. This does not guarantee when the merchant/payee will post the payment to the merchant/payee account.The day that the payment was processed is not included in the number of days lead time.The number of days allows time for the merchant/payee to receive and post the payment. Lead time should be used with discretion, since only user experience with the merchant/payee will determine the number of days the user should allow for actual posting of the payment.

Q.Is there a way to see previous payments?
A. Payment history is retained for 18 months. You may search for past payments by using one or a combination of the following: Merchant/Payee Name Payment Date Payment Amount Confirmation Number.

Q. What if my recurring or one-time payment falls on a non-business day?
A. One-time payments scheduled for non-business days (such as holidays, weekends, etc.) are processed on the next business day. Recurring payments are scheduled payments set up to happen on the same day or date each month (for example: each 15th). If one of these recurring dates falls on a non-business day, the payment is processed on the preceding business day.

Q. What do I need to do if one of my merchants/payees notifies me that a payment has not been received?
A. Confirm that your account was debited for the transaction and contact Customer Service (Credit Union) by using the Payment History option viewing the payment details and selecting Research Request to initiate a Payment Investigation.

Q. Can I make a payment from my savings account?
A. No, bill payments are only allowed from a checking account. You can have two checking accounts designated for bill payment.

Q. Is there a cutoff time for me to cancel or change a payment scheduled for today?
A. You can review, change or cancel a payment at any time. If the payment is scheduled for that day, the change or cancellation must be before daily settlement time (2PM Eastern Time). The system displays an error message if you attempt to modify a payment after this deadline.

Q. How will I know if an automatic payment instruction has expired?
A. You will receive a Final Payment e-mail on the system, notifying you the last scheduled payment has been processed. You can modify and reschedule your payment if you wish to continue it.

Q. When can I begin making payments to a new merchant/payee I added?
A. You can begin making payment to that merchant/payee immediately.

Q. Can I pay someone who does not appear on my list?
A. Yes, simply add the merchant/payee to your Merchant/Payee List in order to make a payment to them.

Q. How do I add a merchant/payee to my list?
A. Using the Merchant/Payee Accounts option, select Add Merchant/Payee and then complete the requested fields.