Common Payment Questions
- Which browsers do you support?
All browsers are supported. You must be using 128 bit encryption, and it must be turned on in your browser. (See your browser’s online help for more information.)
- What information do I need to set up a bill for electronic payment?
Before creating a new enrollment, gather the following information:
- Account number of the bill you want to pay electronically and the address to which the bill is sent
- Payment account number (of the checking or savings account you will use to pay the bill)
- Routing number (of the institution at which you have the payment account, as described below)
- When I try to display a bill, all I see is a little symbol. What could be the problem?
Your documents are stored as Adobe PDF files, and you may not have the Adobe Acrobat Reader plug-in installed. To correct this problem, download the latest version of Adobe Acrobat Reader.
- What if I decide not to pay a bill online anymore?
You are not required to pay online just because you receive a bill electronically. Simply do not make the payment online. In the case of Bill Pay Assistant, you may stop paying online by deleting the payment rule.
- The balance due on my bill doesn't seem to be right. What should I do?
Contact customer service for all questions about your account balance.
- I'm trying to delete a payment account for a checking account that I'm closing, and the system won't let me delete it. Why not?
You cannot delete an active payment account. A payment account is active if it is either currently selected as the default for a bill or it is selected for paying a bill that you've approved for payment but hasn't yet been paid. In order to delete the payment account, you need to choose a new default payment account wherever that account is used and choose a new payment account if that account is being used for any pending bills. You can then delete the payment account.
- What are some examples of different types of payment settings?
Example 1: PayNow
PayNow allows you to make an immediate payment toward a statement. You may make a full or partial payment. You may pay by credit card or by a direct debit to your checking account.
- Can I print a bill?
Yes. After displaying the bill, select the Print command from the File menu or press the "Ctrl" and "P" keys simultaneously.
- What if my payment account does not have sufficient funds to cover a payment?
We make withdrawals authorized by you from the checking or savings account that you designate as the payment account. As with any payment account, you must provide sufficient funds to cover all payments. Since we have no knowledge of your account balance at any time, we cannot notify you if your payment account has insufficient funds. There may be additional charges for payments attempted against accounts with insufficient funds.
- What if I forget my user ID or password?
Click on “Forgot your Password?” link and enter your email address that you used to enroll and an email will be sent to you with a temporary password and a link to activate your account. You will be required to log in using your temporary password and then change the password to one of your choosing. If you do not click on the link to activate your account within 24 hours, you must repeat the password change process by clicking “Forgot your Password?”.
- What if I change my email address?
To change your email address, click the My Profile link from the menu. Now click on “Edit My Contact Information”. Then click on the email address to change it. Use the new email address next time you sign on.
- What if I change bank accounts?
You can create a new payment account or change your existing payment account at any time. You may then need to select the new payment account as your default payment account and delete the old payment account, if you are no longer using it.
- Is it safe to pay bills online using your service? Can my personal information be seen by others?
While you are using our service, we need to store some information on your computer’s hard drive in the form of a cookie. (A cookie is a small file that a Web site puts on your hard drive so that it can retain information for later use.) For this reason, the cookie functionality must be enabled in your browser in order to use the digital billing system. However, the cookie will never read information from your hard drive or copy information about other sites that you visit.
- What kind of access do you have to my checking or savings account?
We ONLY have access to your account to make payments that you have authorized. We never access your payment account(s) without your authorization and, as noted above, we never have information about your account balance.