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e-Pay FAQ

Access Issues

Payees and Payments

General Functionality

Customer Service

What browser should I be using?

For this online service we recommend that you use one of the following browsers:

Windows

  • Microsoft Internet Explorer 5.x
  • Microsoft Internet Explorer 6.x
  • Microsoft Internet Explorer 7
  • Mozilla Firefox 2.x
  • Netscape Communicator 4.xx

Note: This service supports AOL as an Internet Service Provider only with the use of one of the Windows browsers listed above.

Macintosh

  • Netscape Communicator 4.xx

Note: With IE 5.5, users sporadically will receive "Security Alert" and "Security Information" messages. These messages are not exclusive to this Web site. The problem stems from IE 5.5 not recognizing the use of some Dynamic HTML as secure which is a departure from previous versions of IE. Understandably, these browser messages can be rather unsettling; however, in no way are these messages indicative of a compromise in the stringent security standards employed by this Web site. We are committed to providing the securest operating environment possible, using multiple layers of security including a 128-bit encryption SSL to protect your financial information and privacy.

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Can I access this service by using America Online?

If you are in a Windows operating environment and are using America Online (AOL) as your Internet Service Provider (ISP), you will generally receive better graphical presentations of Web sites by using one of the following browsers:

Windows

  • Microsoft Internet Explorer 5.x
  • Microsoft Internet Explorer 6
  • Microsoft Internet Explorer 7
  • Mozilla Firefox 2.x
  • Netscape Communicator 4.xx

You can use AOL as your ISP with one of the above Windows browsers by following these simple steps:

  • Log into AOL.
  • Minimize AOL (click on the minimize button in the top right-hand corner of the screen).
  • Open Netscape or Internet Explorer.
  • Input our Web site address in the location or address bar and press the Enter key on your keyboard.

In most cases, the Netscape or Internet Explorer browser can be found either on the desktop or under Windows Start - Programs. If you do not have Netscape or Internet Explorer on your computer, you can download the latest versions of either for free at the following Web addresses:

  • Netscape: http://home.netscape.com/download/index.html
  • Microsoft Internet Explorer: http://www.microsoft.com/windows/ie/downloads/default.asp

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Does this site support interactive TV like WebTV?

Our online banking service does not currently support interactive TV because TV browsers may not conform to generally accepted Web standards, resulting in inconsistent online sessions.

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Why can't I see the Back button on my browser?

You may need to set up your browser to show the toolbar. In Netscape Navigator, choose Options and Show Toolbar. In Internet Explorer, choose View and Options, and then select the General tab. Under the Toolbar section of the screen, check the box next to Standard buttons.

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What modem speed do you recommend?

This service recommends using a modem speed of 56k or higher; however, the speed at which you actually connect to the Internet may vary. In addition, performance results may vary when using cable modems due to differences in duplex technology offered by cable providers.

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How does this online service use cookies?

In order to provide optimal security, performance and reliability, this service requires that cookies be enabled on your Web browser. Cookies are a small piece of information that a Web server can store on your browser so the system recognizes your actions during a session.

As you browse the Web, some cookies are "set" on your Web browser. For example, cookies are used to store preferences you have requested on frequently visited Web sites. When you close your browser, some cookies are stored in your computer's memory in a cookie file, while some expire immediately. All cookies have expiration dates.

Cookies cannot be used to obtain data from your computer, get your e-mail address or access sensitive or personal information. The only way that any private information could be part of your cookie file would be if you personally provided that information to a Web site. Also, each cookie can only be read at the site where the cookie was created.

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Why does my session time out?

If your online session is inactive for six minutes (that is, if you have not submitted any transactions or clicked on any new pages), you will receive a pop-up message, warning that you will be logged off in two minutes if there is no further activity. Clicking "Continue" upon receiving the message will allow you to proceed with your online banking activity and will refresh the system for another eight-minute cycle. After receiving the third consecutive inactivity warning, the system will automatically save any transactions you made and terminate the session. The online service is designed this way to provide you with maximum security in case you forget to log out.

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How long does it take for a payment to reach a merchant once it is sent out?

This depends on the method of payment the merchant is accepting. If the payment is being sent electronically then the merchant will receive the payment in 2 business days. If the payment is made by check the merchant will receive it within 5 business days.

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What happens if I make a mistake while entering a new bill payment merchant in the system?

If you make a mistake and you are still on the same page, just click on the area you wish to change. If you have already finished loading the new merchant, delete it and then add it again with the correct information.

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What information can I change on a merchant?

You can change your account number, name on account, due date, payment amount and if the payment is a manual payment or automatic reoccurring payment. For all other changes the merchant would need to be deleted and then added with the new information. Remember that all new merchants added to an account need to be verified.

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When I add a new merchant to my bill payer I enter the address that shows on my statement. Why does the address sometimes change at a later date?

When a new merchant is added to an account, the information is verified with the merchant. There are times that the merchant requests us to send the payment to a different address then you see on your billing statement since we will not be including a payment coupon with the check. Or if the payment is being sent electronically the merchant may have a different location for processing electronic payments.

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Why aren't all payments made electronically?

Whenever possible payments are sent electronically. Unfortunately not all merchants are able to receive electronic payments. If the merchant will allow an electronic payment then we will have it set up that way.

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Whom can I pay?

You can pay virtually anyone in the United States--from national bank cards, mortgage companies, auto loans, and department stores to the paper boy. Payees that are not eligible for payment through this service include governmental agencies including but not limited to the Internal Revenue Service, all state and local tax authorities, collection agencies, as well as recipients of court-ordered payments like child support or alimony. Any organizations or individuals outside of the United States are also excluded. Payments to government agencies for utilities such as water are permitted.

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Why does my Payee list as "pending" in the Status column?

After you have added a new payee, the payee will appear as "pending" for several days until the information provided such as address and account number can be verified. This process takes up to 10 days. Verifying the information is critical to the Payment Guarantee.

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How secure are my online payments and information?

Security begins with your browser session. To protect transactions, we only accept logins originating from a browser that supports the highest level of encryption (128-bit). Encryption prevents transactions from being read by unauthorized parties over the Internet. We recommend that you use one of the following browsers for this service:

PC Users

  • Netscape Navigator 4.xx
  • Netscape Communicator 4.7
  • Microsoft Internet Explorer 5.x
  • Microsoft Internet Explorer 6
  • Microsoft Internet Explorer 7

Note: This service supports AOL 5.0 as an Internet Service Provider only with the use of one of the Windows browsers listed above.

Mac Users

  • Netscape Navigator 4.06
  • Netscape Communicator 4.7

It does not matter whether you have 40-bit or 128-bit encryption because we will create a 128-bit encrypted session for you.

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How far into the future can a scheduled recurring payment be made?

Recurring payments can be scheduled for up to 40 years from Today's date. After the recurring payment is scheduled, only the next payment in the recurring cycle will be displayed in Online Activity.

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How do I delete a payment that I scheduled for today?

If you are still in the same session during which you scheduled the payment, you can delete it from the scheduled payments list. If you have exited the session, you cannot delete the today payment because the transaction has already been completed.

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When are payments actually made?

Payments made prior to 12:00 midnight are processed the next business day. In many cases, we transfer your bill payments electronically to the payee within 2 business days. However, some merchants and professionals are not set up to accept electronic payments. In these cases, a check will be sent, which may take the merchant 5 business days to process. The number of business days to allow will be displayed for each payee as you are scheduling payments.

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What if I make payments before midnight but log off after midnight?

You must complete your transactions and log off prior to midnight for the transactions to be processed as Today payments.

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What happens if I have insufficient funds to cover a payment?

This online service will confirm a today transaction only if you have sufficient funds in your funding account or overdraft line to cover it. Future-dated transactions are stored by the system, but the funds are not debited from your account until the scheduled transaction date. You will be notified if a payment fails, and and this service will automatically attempt to retry the payment on the next business day. If the payment is successful on the next business day, you will not be notified again. If the payment fails on the retry, you will be notified again.

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What if my payment is late, and I am charged finance charges?

If we tell you to schedule the payment 2 business days before the due date, and you scheduled the payment 3 business days before its due date and the payment was still late, then we will take the responsibility. On the other hand, if you did not schedule the payment the required number of business days before the due date, you will be responsible for any late fees. Be particularly aware of mortgage due dates and bank holidays.

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What happens if I schedule a payment that falls on a Saturday?

The payment will be made on the next business day. The following table shows the timing for each type of Online Banking payment.

Frequency Timing Example
Weekly 7 calendar days from the start date Start date: Friday, April 11
Next payment: Friday, April 18
Bi-weekly Same day of week every 2 weeks (14 days from the start date) Start date: Friday, April 11
Next payment: Friday, April 25
Monthly Same date every month.

If the start date is on the 29th, 30th, or 31st day of the month and the number of days in the payment month is less than the start date, then the next payment will be made on the first business day of the following month. 		Start date: Friday, April 11
Next payment: Monday, May 12

Start date: Monday, March 31
Next payments: Wednesday, May 1
Monday, June 12

Start date: Wednesday, Jan. 29
Next payment: Monday, March 3
Tuesday, April 29
Semi-monthly Twice a month.

If the start date is less than 15, add 14 to it.

If the start date is greater than 14, subtract 14 from it. If the subsequent payment date is still greater than 14, the payment day is set to 14. 		If the start date is less than 15:
Start date: Wed., April 2
Next payment: Wed., April 16
Next payment: Fri., May 2

If the start date is greater than 14:
Start date: Wed., April 30
Next payment: Wed., May 14
Next Payment Wed., May 28
Quarterly Same date every 3 months Start date: Fri., April 11
Next payment: Fri., July 11
Semi-annually Same day of month every 6 months Start date: Fri., April 11
Next payment: Fri., October 11
Annually Same day of month once a year Start date: Fri., April 11
Next payment: Mon., April 13

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What is the Payment Guarantee?

If a properly scheduled payment is not received and posted on time by the payee, we will attempt to have any late fees or assessed finance charges removed. If the merchant is unwilling or unable to remove them, the fees and finance charges will be paid directly to the merchant. Your account will be noted appropriately to ensure that the situation does not negatively impact your credit rating. (NOTE: Please see the Disclosure for important information on the limitations of reimbursable fees and finance charges.)

The Payment Guarantee applies to late fees and/or finance charges associated with the late posting of a payment, provided that the following conditions are met:

  1. The payment was scheduled to be paid at least two or five business days prior to the due date, excluding any grace periods. (The one exception to this guideline is that mortgage payments should be scheduled to be paid on or before the due date. For example, a mortgage payment due on July 1st, with a 15-day grace period, must be scheduled for processing by no later than July 1st). Two-day payments are remitted to electronic merchants, and five-day payments are remitted to check merchants. Please note, "Today" payments are not actually processed/remitted until the following business day. The "today" payment date is Day 0 (this is the debit date). The payment processing date (the next business date when the credit is remitted) is actually Day 1.
  2. The payment was not made to an excluded merchant (see list below):
    • Tax entities*
    • Collection agencies*
    • Court-ordered payments such as alimony, child support, speeding tickets, etc.*
    • Payments to payees outside of the United States*
    • Payments to payees located in the Armed Forces Postal Codes such as AE and AP
    • Payments to settle securities transactions
    • Payments to payoff "special financing" transactions
    • Unprocessed payments due to debit failures
    • Payments to these merchants are not permitted through this service.
  3. The information supplied by you is correct (payee name and address, your name and account number as it appears on the payee's records).

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Do I get a receipt from each transaction?

A confirmation number is displayed after you complete a transaction. This is your electronic receipt. The confirmation number is a record that transactions were accepted and will be processed, so you may record this number. Your statement will also include all of your online transactions. Print your statement for a paper receipt.

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What action generates the Session Summary Report?

Clicking on Exit after you have completed transactions within a given session (log in to log out) will automatically pop-up the Session Summary Report.

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How do I export my financial information to MS Money/Quicken?

When you have completed transactions or reviewed your statement and you are ready to export the data, refer to the instructions on the Export Data page. To review the instructions now, click here.

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Do I need an e-mail account to use the Message Center?

No, you don't need an e-mail account to use Messages.

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How do I get more help during a session?

You can always get assistance simply by calling Customer Service at 702-733-8820 during business hours.

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What if I have additional questions?

Please contact Customer Service at 702-733-8820.

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Do I need an Account Number to use e-Pay?

Yes, in order to use e-Pay you are required to have an Account Number.

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Still having problems?

If you are still having technical difficulties with e-Pay, please visit our e-Services Technical Support page.

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