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Frequently Asked Questions
1.	How do I get started?
	If available, you will complete a bill pay enrollment form by pressing the “Enroll Now” button on the Log In page. If online enrollment is not available, contact your financial institution. When you receive notification from your financial institution that your bill pay enrollment has been approved (generally a minimum of 3 business days), you may begin to use the service.
2.	Should the processing date be the actual due date of the bill?
	No. You should schedule payments a minimum of five (5) business days for your check payments and a minimum of three (3) business days for your electronic payments prior to the actual due date. Weekends and Federal Reserve holidays are not counted as business days.
3.	How soon are funds actually taken out of my account?
	Bill payments are debited from your designated account within 24 hours of the process date.
4.	What happens if I do not have enough money in my account to cover a scheduled transfer or payment?
	If funds are not available on the requested processing date, your transfer or bill payment may be cancelled. If cancelled, you will be required to reschedule the payment; the bill pay system will only process the payment one time. If a recurring payment is cancelled, future payments on the recurring schedule will not be affected; however, you will need to re-schedule the cancelled payment if you want it to be paid.
5.	When and how are my payments delivered and how can I ensure that my payee receives my payment by the due date?
	After funds are withdrawn from your account, we may remit your payment(s) by electronic funds transfer or by mailing your payee a check. Because of the time it takes to remit your payment to the payee, they will not receive payment on the processing date (the date you instructed us to deduct the funds from your account). Therefore, you should allow sufficient time for payments to be received and posted to your account. See “Processing Date” under Terms and Definitions for more details on the number of days to allow for payments to be received by your payee. You may verify receipt of the payment by your payee by contacting them directly or checking your next billing statement for verification of posting of the payment.
6.	When is the last possible opportunity for me to change or cancel a scheduled bill payment?
	You can change or stop a payment prior to the cut-off time on the processing date you originally scheduled. (You will not be able to change the date on a recurring payment; however you can stop and reschedule the payment.)
7.	Who do I contact if a payment has not been posted?
	Before any research can be done on a payment that has not posted, please allow a minimum of (10) business days for a check payment and a minimum of (5) business days for an electronic payment and transfer to reach your payee. The additional time allotted allows the merchant time to receive and post your payments. If the transaction has not been posted by that time, simply contact us by calling Subscribers Services at the toll-free number provided by your financial institution (this number can also be found at the bottom of every page on the bill pay website). You may also contact a Business Support representative by sending an email to: business@billpaysite.com. We will follow up on the transfer or payment and get back to you within 24 to 48 business hours.
8.	Why are some of my payees highlighted in Yellow?
	Payees that are in pending status (either added email payees or accounts that are awaiting you to complete the confirmation process or added bills that are awaiting the approval process) will be highlighted in yellow. For added email payees or accounts, check your email for a confirmation request that contains instructions on how to complete the confirmation process. For added bills, it takes up to (3) business days for an added payee to be approved.
9.	What is a Challenge Phrase and Response and why is it required for certain transactions?
	The challenge phrase and response is a question and answer that you established on your bill pay account. This question and answer should be one that only you know. Therefore, it provides an additional level of security with your bill pay account.