Frequency Asked Questions
Q. How do I start using Bill Pay?
A. Once you have verified that your checking account has been set up for
Bill Pay, you can begin using it by adding payees to your
Merchant list. When your accounts are
validated, you can then schedule payments to the merchants using the
Setup/Change Payments or
Quick Pay options.
Q. How can I be sure my payment was processed?
A. You receive a confirmation number signifying we will process your
payment. Your payment will be recorded as Processed
in your payment history. You can select it and click
Details to view additional information.
The payment method may be electronic, single check (individual payment), or
consolidated check (payments to a single merchant from multiple people
combined into one check with an attached list of the individual payments).
Some fields may be blank until all information is available. If a payment
just processed that day, only the merchant name, payment date, amount,
confirmation number, and debit method will display. If the payment method is
electronic, all check fields will remain blank. If a check has been sent to
your merchant but has not yet cleared, the check status and date check
cleared will be blank. Once the check clears, the status will show
Cleared and the date will be provided.
Actual payment verification needs to come from the merchant.
Q. What do I need to do if one of my merchants notifies me that a
payment has not been received?
A. Confirm that your account was debited for the transaction and view
the payment in your payment history, including the information accessed by
clicking Details. If you need further
assistance, contact Customer Service by selecting
Research Request on the Payment Details page to initiate a
Q. Do I have to re-enter payments each month?
A. You can set up automatic payments for the same amount so you do not have
to re-enter them each month.
Q. Whom can’t I pay?
A. You can pay anyone using Bill Pay. However, we suggest payments are not
made to the following types of payees due to potential liabilities if the
payment is late or not received:
- Tax payment
- Court ordered payments
- Payment to payees outside the United States
Q. How many days before the due date do I need to make a payment?
A. Unless otherwise specified, we recommend that you allow at least 5
business days to ensure your payment reaches its destination on time.
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:
Q. What if my recurring payments fall on a non-business day?
A. Recurring payments are scheduled payments set up to occur on the same
day or date of a specified frequency (for example: monthly on the 15th). If
one of these recurring dates falls on a non-business day, the payment is
processed the preceding business day.
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 the daily
cycle begins, which is 1:00 p.m. Central,
Monday – Friday with the exception of federal holidays. The system displays
an error message if you attempt to modify a payment after this deadline.