Q: I tried to set up a bill to be paid on the next day, but made the payment after 5:00 pm. Will my payment be processed the next day?
A: All payments must be scheduled prior to 5:00 pm on business days. Anything paid after 5:00 pm can be scheduled for the next available date. If the payment is paid by check, it can take four days for the merchant to receive it. When you enter an amount for payment, Bill Pay automatically displays the earliest date you can select for the company or person to receive payment. You can either accept the date or change it to a later one.
Q: When is the money for the payment withdrawn from my payment account?
A: If the payment is sent electronically, the money for the payment is withdrawn from your payment account on the pay date. If the company or person cannot receive electronic payments, Bill Pay prints a check and sends it to the billing address. For some checks, the money for the payment is withdrawn on the pay date. For others, the money is withdrawn when the company or person deposits or cashes the check. You can, however, see a record of the payment being processed on the date you requested.
Q: I can’t see my previous payment history on the new Bill Pay system. Where is it?
A: Due to the enhancements to the system, you will not be able to view past bill history on the new Bill Pay system. However, you can view your past payments in your share draft account history in Online Banking. Bill Pay history is available on the system.
Q: Why did my Bill Pay payment(s) not come out on the scheduled payment date(s), but the screen shows that the payment has been made?
A: This is because the payment is a "Draft Check." A Draft Check is a check drawn on your account and mailed to the payee a few days before the due date. The funds for the payment are deducted from your account when the payee cashes the check, just as if you wrote the check yourself. You can, however, see a record of the payment being processed on the date you requested it to be paid.
Q: When my Bill Pay page says a payment is "pending" what does that mean?
A: It means that the payment is scheduled to be made on the date you requested.
Q: When my Bill Pay page says a payment is "processing" what does that mean?
A: It means that the payment has been processed by our Bill Pay system but not yet received by the payee.
Q: Can I modify my "Biller" information anytime?
A: Yes, but not after it has started processing.
Q: I saw Bank of America on my account history. I never asked to make a payment to Bank of America.
A: CheckFree, who processes our bill payments, uses Bank of America for processing. It has nothing to do with your payees.
Q: What if a check sent out by my Bill Pay account gets lost and is never received by the payee?
A: Please contact us. We will investigate the matter.
Q: What does the "e sign-up" icon next to most of my payees mean?
A: It means that you can get your bills electronically for that payee. No more paper bills in the mail.
Q: When I log out of Bill Pay it takes me to the home page. Do I need to sign back in?
A: No. Just click on login and you will be redirected back to your account summary page.
Q: When I go to the Bill Payment tab it does not give me the option of paying bills.
A: Click on "Pay Bills" next to Enrollment Options. It will take you directly to the Payment Center screen.
Q: How do I know if I have set up recurring payments for a payee?
A: There will be an icon to the left of your payee. Move your cursor over the icon and this information will show: "New window: Automatic payments have been set up for (name of payee)."
Q. I set up a payment to be made, but it didn’t happen.
A. You may not have completed the total process. After setting up the payment you must go to the bottom of the window and click on "Make Payments." It will take you through two more screens so that you can review, make changes or cancel the payment. On the last screen you will click "Finished."
Q: How does a recurring payment show in the payments section (right side of the window)?
A: The recurring payment will show in the Recent Payments section and your next scheduled payment will show in the Pending Payments section.
Pending Payments Table
Biller Amount Pay Date
VERIZON RE... $54.00 12/05
*xxxxx Change Cancel
WASHINGTON... $106.00 11/14
*xxxxx Change Cancel
Recent Payments Table
Biller Amount Pay Date
VERIZON RE...*xxxxx $54.00 11/05
WASHINGTON...*xxxxx $37.00 10/30
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