How does Online Bill Pay work?
Online Bill Pay is a service that allows you to set up bill payments to businesses and individuals. Once you enter a payment instruction in the system, the request is submitted to Bill Payment Services (8:00 p.m. CT, Monday through Friday). The following business day, your payment is sent electronically or by check and the funds are deducted from your funding account.
Can I use Online Bill Pay from outside the United States?
Yes, as long as your bank account is in the United States, Guam, Puerto Rico, or the U.S. Virgin Islands.
Which accounts can I use to pay bills?
Demand Deposit Accounts (Checking / NOW), and Money Market accounts are the only type of accounts you can use to pay bills.
How do I change a funding account?
If the funding account has pending payments, you should select a new funding account for the bill payments before changing the current funding account. You MUST have at least one account set up as the bill payment account in Account Preferences at any given time.
How long is bill payment history kept?
Bill payment history is kept for a minimum of 90 days.
Can I set up a payee in another country?
Online bill payments may only be made to a United States payee (which includes Guam, Puerto Rico, U.S. Virgin Islands, and international U.S. military bases) in United States dollars.
Do I need to contact my payees to tell them I am using a bill payment service?
No. Your payees do not need to do anything different to process online bill payments. Online Bill Pay uses the ACH electronic network or a paper check with your payment information clearly indicated.
How do I add a payee (merchant/vendor)?
Use the Payee Search function within the product to find and add your new payee. If the new payee is not listed, simply select Manually Enter Payees and enter the required information.
How long does it take to setup a new payee in Online Bill Pay?
Once the new payee is entered, you can use the payee immediately.
How do I know if a payee will receive payments electronically or via paper check?
When you conduct a Payee Search, electronic payees are indicated by a message under Payee Name that the payee "Provides EPayments". If only the payee's name appears under Payee Name, that payee currently accepts only paper check payments.
Can I make multiple payments to the same payee on the same day?
Yes, you can make multiple payments to the same payee on the same day as long as the payment amounts are different. For your protection, the system will not pay duplicate items for the same payee on the same day.
How do I change a payee's name and address?
To change any payee from the Payee Summary list, click the pencil icon under the Edit column to make necessary changes. The only fields that may be changed are AMOUNT, ACCOUNT NUMBER, and PAYMENT STATUS. For any other changes, delete the payee and re-add it with the correct information.
How do I delete a payee?
Cancel all scheduled payments for the payee by accessing the Pending Payments screen and clicking the scissors icon under the Edit column. Then, select the payee you want to delete by clicking on the scissors icon.
What does the payee receive with my payment?
Your payee will receive either an ACH electronic payment or a paper check. In either case, the payment is appended with the information that you have provided, such as your name and account number with the payee, so the payee can properly credit your payment.
When should I set up my payments to make sure they are paid on time?
Minimum payment "lead times" will be provided based on whether the payee accepts electronic payment ( designated by an "e" symbol) or paper check payment ( designated by a paper check symbol). Payments to electronic payees should be scheduled a minimum of 3 days before the payment due date. For paper check payments, payments should be scheduled a minimum of 5 days before payment due date.
Are there minimum and maximum payment amounts?
The minimum payment amount is $1.00. The maximum amount per single payment is $9,999.99.
Are there any payments that I cannot make using Online Bill Pay?
Payments cannot be made in foreign currency or to international payees. For payments to U. S. government agencies, Online Bill Pay has limited ability to research any issues that may arise due to the government's strict adherence to the Consumer Privacy Act. Online Bill Pay will not be responsible for any late fees or penalties that may be incurred by these types of payments.
How far in advance can I schedule payments?
You may schedule a one-time future payment up to 364 days in advance.
How late in the day can I enter, edit, or delete a payment?
Cut off time is 8:00 p.m. CT. Payments entered after this cutoff will be processed on the next business day.
How often does the payment processor make payments?
Payments are processed Monday through Friday excluding holidays.
Can I make changes to an already scheduled payment?
If the payment is still pending, changes can be made. However, once the payment has been transmitted, you can no longer make changes to or delete payments.
When can I cancel a payment?
You can cancel or modify your payment online at any time before the cutoff time of8:00 p.m. CT on the payment transaction date.
What date do I put in the TRANSMIT DATE field?
For a future dated payment this should be the date that you want your payment to be transmitted. This is the date the payment is extracted for processing.
Can I place a stop payment on a bill payment that I have already set up?
You yourself cannot place a stop payment on a bill payment. If the payment has been processed and is a paper check that has not yet cleared, you may contact the metavante Customer Care Center or your Financial Institution's bill payment support area, and they can place a stop payment on it for you.
What if my payee says that they have not received my payment?
Contact the Customer Care bill payment support center who will research your payment at 1-877-203-6724.
Can I get a copy of a canceled check?
Contact the Customer Care bill payment support center to request a copy of a bill payment check. A fee may apply.
Back to top | 
