Kitsap Bank Bill Pay FAQ s

Transcription

1 Kitsap Bank Bill Pay FAQ s Why Bill Pay? With Bill Pay you re doing your part for the environment. If only 2% of American households switched from paper to electronic bills and statements, 1,493,685 gallons of gasoline for mail delivery would be saved each year! Plus: No more check writing, stamps or trips to the Post Office Receive e-bills (electronic bills) to replace your paper ones Set up recurring and automatic payments and reminders (Bill Pay alerts) 18 months of Bill Pay history Bill Pay eliminates the risk of having sensitive financial information delivered to an unsecure postal mailbox With Online Bill Pay, view and click to pay your bills on one secure website, avoiding the need to visit multiple biller websites. ebills are electronic versions of your paper bills delivered to you through Bill Pay. With ebills, you can quickly see your bill s amount due and due date right in Bill Pay without your paper statement! Bill Pay alerts - you can set up reminders to help you track when your bills are due. Features and Functionality Our Bill Pay service offers: Mobile Bill Pay Electronic Payments to individuals Transfer funds from your Kitsap Bank account into your account at another financial institution Gift Payments * Charitable Donations * Rush Delivery for payments * Online chat for Bill Pay support Set up Bill Pay alerts and reminders * Additional fees apply What are the fees? Bill Pay is Free for consumers. For Business customers, Bill Pay is $5.95 for up to 15 bills per cycle and $0.40 for each bill over 15. How do I enroll? Once logged in to Online Banking, under Transactions select Bill Pay. Choose your primary Bill Pay account, then review and accept our Bill Pay Terms and Conditions. You will be immediately enrolled and ready to add your bills, set up automatic payments, create alerts and enable ebills.

2 Mobile Bill Pay Mobile Bill Pay is available to all customers who are enrolled in Bill Pay and will appear on the menu within the Kitsap Bank Mobile App. Mobile Bill Pay allows you to make payments to your existing payees. If you need to set up a new payee, you will need to log in to your Bill Pay in Online Banking. Kitsap Bank does not charge for mobile; however your mobile provider s message and data rates may apply. When I click Bill Pay, the screen doesn t display. The Bill Pay system requires the use of specific cookies in order to display properly. In your browser settings, make sure you have pop-up blockers either turned off or allow pop-ups for the Online Banking website. The site to allow for Online Banking is securekitsap2.onlineaccess1.com. The site to allow for Bill Pay is billpaysite.com. To check your browser's security and compatibility with the Bill Pay site, please click on the Browser Compatibility Check link below: What are Challenge Phrase Questions and how do they work? The first time you log into Bill Pay, you will be prompted to set up Challenge Questions. For enhanced security, you will be required to answer a challenge question during certain transactions. Four Challenge Phrase Questions are required at ALL times. If you want to remove one, you must add a fifth challenge response first. Challenge Phrase Questions and responses are case sensitive. You can be locked out for answering two challenge responses incorrectly three times each. If you are locked out, please contact us at the Bill Pay support numbers on the last page of the FAQ. How do I add an additional checking account to my Bill Pay? From the My Account tab, click Add Account and type in your Kitsap Bank checking account information. Please note: only checking accounts that you have view rights to in Online Banking may be added to Bill Pay. The account will remain in a pending

3 status until Kitsap Bank verifies and approves the account. Once approved you may begin using the account to schedule payments. I m logged into Online Banking why do I need a One Time Activation Code for Bill Pay? For enhanced security, you will be prompted to request a One Time Activation Code whenever you add a new individual payee. This can be sent to your , by text message or by phone call. How do I change the nickname for a payee? Select the payee and click Edit payee under Additional actions and change the Nickname. Payees are displayed on the Payments tab by Nickname. I need to pay a bill for someone else; can I change the Account holder name? Select the payee and click Edit payee under Additional actions and change the Account holder name. This is the name that will appear on the bill pay check or electronic payment. My payee is inactive, how do I activate it? If no payment is made 28 days after a payee is added, that payee will be inactive. Making a payment will automatically activate the payee. From the Payments tab, select Inactive under Display to view all Inactive payees. How can I search for a payee? On the Payments tab, click All next to Display to display all payees. Enter the payee name or nickname in the Search your payees field. Search results are by payee nickname. How do I hide or unhide a payee? Click the next to the payee name on the Payments tab to hide a payee. To see all hidden payees, click the Hidden link next to Display at the top of the page. Click the next to the payee to unhide and they will be viewable on the Payments tab. How are payments processed? Payments are sent electronically or by check. If the payment was sent electronically via ACH, the amount of the payment will be deducted from your checking account on the deliver by date. If the payment was sent by check, the process date shown is when the payment is sent out to arrive by the deliver by date. The payment will be debited from your account once your payee has cashed the check. Allow 5-10 business days for a check payee to receive their Bill Pay check. How do I cancel a payment? On the Payments tab, look for your payment in the Pending box on the right. Click the Edit button next to your payment. Select the box that says I would like to stop this payment and click Submit. If your payment is a recurring series, you will need to select Edit entire series and click Submit. On the next page, select the box that says I would

4 like to stop this payment and click Submit. I get a message that I have exceeded a payment limit what does this mean? This means that the bill will be paid by check, not sent electronically. You will be prompted to verify or to provide the payees address information, then to review your new payment date. I have questions about a Bill Payment, how do I get more information? On the Payments tab, scroll down to View history. Locate the payment and select View under Additional items. From this page, click the link to send a payment inquiry. You will receive a response in your secure messages from Bill Pay support in 1-2 business days. How do I send an Electronic Payment to an Individual? First, set up them as one of your Payees and select one of the following options: 1) Allow them to provide their banking information This payment option requires the recipient s address and a keyword of your choosing. Your recipient will log in to a secure site using that keyword and provide deposit account information. Note: if the payee becomes locked out, they can either wait 24 hours and their account will reset automatically or you can unlock the payee by logging into Bill Pay, selecting the payee and clicking unlock. 2) I have their bank account information This option requires you to provide the recipient s bank routing number and deposit account information. For security purposes, a one-time activation code will be required in order to schedule payments to this payee. Follow the prompts to request the code. For Pay a Bank of Credit Union, how is the payment sent? For a loan or credit card payment, it will be sent electronically. For a checking or savings account, it will be sent by check. What is an ebill? ebill is a feature that allows you to receive and pay electronic summary versions of paper bills directly from your Bill Pay account. How do ebills work? ebills are delivered directly to your Bill Pay site. Once you set up an individual ebill for a company you do business with, an ebill comes directly from that payee to your Bill Pay site. Examples of businesses that offer ebills are cable service providers, phone service providers, utility providers and credit card companies. Please note: not all companies have ebills available. How do I set up an ebill?

5 Set up an ebill by selecting Set up ebill from directly under the payees name on the Payments tab. Next, enter in the login credentials for the payees website and accept the Terms & Conditions for the ebill. Will I continue to receive paper statements when I have an ebill set up? You will also continue to receive paper bill statements unless you contact the payee to stop sending those statements. How will I know if ebill is available for a payee? There are two easy ways to determine if a payee offers an ebill. You can check to see if there is a "Setup ebill" link next to their name under the payees name on the Payments tab or look for the "Sign Up" icon under the payee name in the "View Payees" section. How do I know when I have received an ebill? From the My Account tab, select Bill pay alerts under My account. From here, you can sign up to receive an electronic notice to alert you when an ebill has been delivered to your account. You can receive these notices in the form of s or text alerts to provide an extra reminder when a payment is due. What information is included in an ebill? Balance due, due date and minimum payment amount are included in your ebill. If you need additional details or want to see your full billing statement, login to your account on your payees website. By hovering over ebill due for a specific payee, you will see the amount due and the due date for the ebill payee. This information is also displayed under the Amount and Payment Date fields. How do I pay an ebill? To pay an ebill, simply choose the account you want to pay from, enter the amount you want to pay and schedule when you want the payment delivered. What is Troubleshoot ebill? Troubleshoot ebill allows you to complete any necessary action to continue receiving your ebill information. You can Troubleshoot ebill from three places: the Payments page directly under the payees name, by selecting the payees name to access payee details or by selecting Attention Required. My ebill is no longer due, how do I remove it from my list of payees? You can file an ebill if it s been paid or you no longer want to see the ebill due status under the payee information. This can be done by either selecting File ebill from the Payments page under Actions or by selecting the payees name, then ebill history under Additional actions. Filing the ebill will allow you to clear out the current Due information and the Pay link. The ebill will be filed in the ebill History section.

6 What is Rush Delivery? Rush Delivery is an expedited payment sent by check and is only available for certain payees. There is an additional fee for this service, $9.95 for Second Business Day delivery or $14.95 for Next Business Day delivery. The fee is collected when the payment processes. What is GiftPay? For a fee of $2.99, send a gift check with a personalized message on paper especially designed for birthdays, new babies, weddings, graduations, anniversaries, or just because. The fee is collected when the payment processes. To send a standard check without these features at no additional cost, add your individual recipient as a payee and schedule a payment. For a fee of $1.99, you can also send a donation to your favorite charity or organization in honor of or in memory of someone special. You can send a personalized message about your donation using up to 4 addresses and receive a copy for tax purposes (optional). To send a standard donation without these features at no additional cost, add your charity as a payee and schedule a payment. Who do I call for questions and support about Bill Pay issues? For Bill Pay research and support, call from 4:30 AM to 11:00 PM PST Monday-Friday. Bill Pay Support Live Chat is also available from 4:30 AM 11:00 PM PST. If you did not find the answer you were looking for, or have additional questions, please contact us at (360) or 1 (800) 2TELLER ( ), option 7 between the hours of 8 AM and 5 PM PST Monday through Friday. You may also send us a secure message from within Online Banking or Cash Management.