Pay a Person - Frequently Asked Questions

Payees

What is a payee?
A payee is a company or person to whom money is to be paid. Example: The company or person to whom a check is to be made payable.
How do I add a payee?

Clicking "+Payee" at the top of the Payments page will walk you through a one-time, step-by-step process to gather information from a recent billing statement. ** If the "search/frequently used" section does not work, please select "pay a company or pay a person" at the bottom of page. To receive notifications when a payee is added to bill pay, turn on "Notifications" in My account.

How do I hide a payee?
Below the payee name, click the "Hide payee" button. A pop-up confirmation will appear. Click OK. Hiding a payee will not affect scheduled transactions or notifications.
How do I show a payee again after I've hidden it?
From Payments, click the Display menu, then click Hidden. Below the payee name, click the "Unhide payee" button. A pop-up confirmation will appear. Click OK.
What are payee categories?
Categories allow you to group your payees for customized listings, whether you’re scheduling payments, viewing pending transactions, or researching your transaction history. You can manage your categories under "My account" and assign a payee to a category when adding or editing them.
Can a payee see my payment comment?
No. Comments are for your use only and will not be sent with your payment.

Payments

How do I set up a person-to-person payment?
When adding payee, choose the "Pay a person" option. There are several options available for sending your payment.
Can I make payments on a holiday or weekend?
No. Holidays and weekends are not eligible for payment processing, and will affect available dates when scheduling your payments.
How do check memos work?
Memos can be used when there is additional information about the payment you need to disclose. Example: Adding "apply extra payment to principal" on a mortgage payment.
How do I set up recurring payments?
To set up a recurring payment, click the "make it recurring" link located in the "Action" column of your payee on the Payments page. Enter the amount; select the pay-from account and the frequency by which you want your payments to be automatically scheduled.
Can I see payments that will process more than 45 days from now?
Yes. You can view all your scheduled payments by clicking the "View more" link located in the "Pending section" of your Payments page or the "View pending transactions" link available below the schedule payment section of your Payments page.
Is there a cut-off date for editing or stopping a payment?
Yes. You may edit or stop a payment until the first processing time on the process date. Payments process at 8 a.m. ET and 3 p.m. ET. While payments are processing, the availability of funds are being verified. If funds are verified and a payment is successfully processed, it cannot be edited or stopped. If payment funds are not verified due to insufficient funds, the payment can be edited or stopped up until the next processing time.
What is my transaction history?

Your transaction history helps you keep track of your payments with customized reports, and by providing a detailed timeline of each transaction that you have scheduled within bill pay.

How long are records stored in my transaction history?
Your transaction history is stored for up to 18 months from the current date.
Why is there a limit on the number of payees I can pay at one time?
A payee limit is set to ensure your payments are processed as efficiently as possible.
How are my payments processed?

Payments may process electronically or by check. Electronic payments will either process through ACH or by virtual cards. The goal is to deliver your payment securely, using the fastest method available for your payee.

What is a virtual card?

A virtual card is a single-use, pre-paid card that is a temporary credit card number used to make your payment electronically. Because it is a temporary credit card, you will not recognize the randomly generated card number.

Is this a card in my name?
No. Virtual cards are temporary and contain the following information: card number, expiration date, and card processor name. This information is not associated with your account.
Who issues the card and is it secure?
Virtual cards are an added layer of security for payments to be made by Visa, Mastercard, or Discover. The single-use cards are not associated to your checking or savings account. The card processors only receive the information that is required to make your payment to the payee on your behalf, and do not have access to your personal account information.
Why does my payment look like it came from somewhere else?
Your payees establish relationships to receive electronic payments through different payment processors. These processors partner with one another so more payments can be sent electronically, meaning your payment gets there faster.
Will my payment always process the same way?
Not necessarily. If your payee establishes a new electronic payment relationship or discontinues a relationship, your payment processing method may change. A check payment may start processing electronically, or vice versa depending on the payee.
Do virtual card payments cost me anything?
You should not be charged a fee when your payment is paid using a virtual card. If you believe you were charged, please contact Customer Support to research the fee.

eBills

What is an eBill?
An eBill is an electronic presentation of your bill from your payee. eBills may be in the form of a PDF or summary information, and will provide you with the due date and amount due from your billing statement. You may also receive an alert when it’s time to schedule your payment. To receive alerts, turn them on in My Account.
How do I set up an eBill?

If your payee is eligible for eBills in bill pay, you can add them as a payee to receive your bills electronically. You may be prompted to enter the credentials that you would use to log in to your biller site, your account number on your statement, and the ZIP Code of your payee. The payee may require other information to verify your identity. This prompt depends on the payee and what they need from you for you to register to receive your bill electronically. A benefit of an eBill is that you may also receive payment confirmations from the payee when the payment is received. This depends on the payee and if they offer payment confirmations. Note: Be sure you know your credentials and your account number to set up your payee without an error.

What is Biller Connect?
The Biller Connect tile allows you to click on the payee that you added to complete the process for receiving an eBill for that payee. Follow the prompts to add the required information. The set-up process may take up to 24 hours to make the connection. The time that the connection takes is controlled by your payee.
How does autopay work?
Autopay can be set up to automatically schedule your payment when your new eBill arrives. This is based on how you set your preferences when you added the payee to your list. Note: Some payees will not allow you to set up autopay in bill pay if you have autopay turned on at their site.

Rush payments

What is a rush payment?
A rush payment can be used to send a payment to be delivered the next day or two days from the scheduled date. Fees will apply.
How do I rush a payment?
If you have a bill that’s too close for comfort to the due date, you can use the "Rush delivery" link to select a guaranteed delivery option.
Can I track a rush payment?
Yes. If you choose an option that includes UPS tracking, you can monitor the delivery of the payment in transaction history when you view the details.

Pay from account

Can I add another pay from account?
A pay-from account can be added by accessing "My account" and clicking the "Add account" link located in the pay-from account section.
How do I edit pay from account information?
A pay-from account can be edited by accessing "My account", clicking the "View account" link, and clicking "Edit" next to the pay-from account.

Message center

What is my Message center, and how does it work?
The Message center is a location within bill pay where communication regarding your account or payments can be shared securely.
How long are my messages stored?
Messages are retained for 180 days from the date the message was received or sent. Messages are systematically deleted after that.

Challenge phrases

What are challenge phrases?
Challenge phrases are questions and responses known only by you, and are used to secure access to sensitive account and payment information.
Can I change my challenge phrases?
Yes. You may add or remove challenge phrases at any time from “My account” within the “Security information” section of the page.

Voice bill pay

How do I add my Alexa?
  • Complete the "Add Alexa" process from the "My account" page.
  • In the Alexa app, use the search feature to select the iPay QuickPay skill, then enable it.
  • Follow the instructions and use your credentials created during the "Add Alexa" process in bill pay, establishing the link between Alexa and bill pay.
Who can I pay with iPay QuickPay?
You can pay eligible payees you've added to your bill pay account. You can ask Alexa to list your payees if you are unsure of which ones you've added to your account.
How do I get started with iPay QuickPay?
Once you've enabled the skill, you can ask Alexa to make a payment, provide payment history and check scheduled payments.
  • Say "Alexa, start iPay QuickPay".
  • For scheduled payments, say "what is my next scheduled payment to (payee)?" or "what is my next (number) scheduled payments?".
  • For payment history, say "what are my last (number) paid payments?".
  • To schedule a payment, say "Make payment".
  • For assistance, say "Help".
How can I disable iPay QuickPay?
  • Open the Alexa app.
  • Go to the iPay QuickPay skill.
  • Select "Disable".
If you would like to use voice bill pay again, you'll need to re-enable the skill.

Supported browsers and settings

What browsers can I use while paying my bills?
iPay Solutions is unable to provide browser support for obsolete browser versions.
Operating Systems:
iPay will only support manufacturer supported operating systems for:
  • Windows
  • Mac OS
  • iOS – iPhone and iPad
  • Android

Browsers:
To support the security measures we have in place to keep your data safe, we require the use of a modern browser. As new versions of browsers are released, we will deprecate support for older versions.
  • Google Chrome should automatically update, and major updates are released approximately every 12 weeks. If Chrome is two versions older than the current stable channel version, bill pay applications may not be accessible.

  • Mozilla Firefox should automatically update, and major updates are released approximately every 12 weeks. If Firefox is two versions older than the current stable channel version, bill pay applications may not be accessible.

  • Microsoft Edge will be supported at the latest version only. Bill pay applications may not be accessible on older Microsoft Edge versions, 60 days after a new version is released.

  • Apple Safari currently only sees major upgrades during the Fall. Bill pay applications may not be accessible on older Safari versions, 60 days after a new version is released.

  • Microsoft Internet Explorer no longer receives feature updates and does not support modern web application security; therefore, we do not support Internet Explorer with our bill pay applications.

Additional Information:
  • Subscribers can verify with their financial institution that their browser and operating system versions are compatible with online banking.

  • Browser and operating system versions not on the supported list may still have functionality; however, they are not recommended.
How do I enable cookies?
Instructions on how to enable cookies:
Download the latest browser version
Download links open in a new browser window.
What are site analytics, and why is it important?

To assist us in maintaining and improving this website, we use analytics to gather information about customer usage of the website. For example, site analytics allow us to track the number of visitors to the website, number of pages most viewed, and which operating systems and mobile devices are most used. We do not track, collect, or upload any data that personally identifies an individual (such as a name, email address, account number or billing information), or other data which can be reasonably linked to such information. To collect the usage data, we use cookies, which are small files placed on your device when you use this website. The information that we receive from the site analytics helps us improve the performance of this website for you.

Miscellaneous

How do I schedule an alert or reminder for myself?

Click “My account” and use the “View alerts” link under the “Notifications” section of the page to set the notification preferences within your bill pay account. To receive notifications when a payee is added, an eBill received, etc., turn on Notifications in My account. To add a reminder from the Payments page, click the payee's name and use the “Add reminder” link to have notifications sent to your phone or email when a payment is due, set up of your payee is incomplete, or incorrect information was entered.

Why does my dashboard state: “Attention required”?
If there are actions required, the “Attention required” indicator will appear to notify you and provide links to help you resolve the items.
What is the payment calendar and how do I use it?
The payment calendar is a monthly snapshot of transactions that are pending or processed. You can access pending payment or payment history by clicking the transaction totals displayed on any given day.
How do I view my personal information?
Under “My account”, click the “View/Edit personal information” link to review or edit your information. Information from Core-integrated FIs cannot be updated. We can advise them to reach out to the FI to update the information.
How can I get help with my online bill pay account?
Please contact Bill Pay Support by phone at 1-800-296-8431, 7:30 a.m. – 2 a.m. ET, Monday-Friday.