Bill Pay Frequently Asked Questions (FAQ s)

Transcription

1 Bill Pay Frequently Asked Questions (FAQ s) General What is Bill Pay? What is the cost for Bill Pay? How do I enroll in Bill Pay? How do I use Bill Pay? Who can I pay with online Bill Pay? What is the difference between Consumer Bill Pay and Business Bill Pay? What devices are supported? Using Bill Pay Basic Payments What is a Payee? How do I add a Payee? How do I edit or delete a Payee? How do I edit or delete a Payment? How do I delete a Payment? Can I make payments on a holiday or weekend? What is the difference between the Payment Date and the Process Date? How are the payments sent, via check or electronic? How can I tell if a payment is going via check or electronic? When are the funds deducted from my account? Can I make a payment from another account or edit a Bill Pay account? Is there a cutoff date and time for editing or stopping a payment? What are Payee Categories? How do I view the details of a payment? Using Bill Pay Miscellaneous What is a Person-to-Person Payment (P2P)? How do I set up a Person-to-Person Payment (P2P)? What is an Account-to-Account Payment (A2A)? How do I set up an Account-to-Account Payment (A2A)? What is an ebill? How do I set up an ebill? How do I cancel an ebill? How do I see the ebill history? How does AutoPay work? What are recurring Payments? How do I see previous Bill Pay history? How long is my Bill Pay history available? What is a Rush Payment? Troubleshooting Bill Pay How can I get help with Bill Pay? I forgot my Keyword for a Person-to-Person Payment (P2P). How can I find out what the Keyword is?

2 The Payee has not received my payment that was processed as a check. Can I place a Stop Payment on this check? Why can t I select an earlier Payment Date? Why do I receive a blank page after I click on a Payee s name? Security How can I edit my personal information? Why do I have to activate an Individual Payee? What are Challenge Phrases? Can I change my Challenge Phrases? Why does my dashboard say Attention Required? What are Alerts? What is a Reminder? General What is Bill Pay? Online Bill Pay is a service that allows you to pay anyone or any company through online or mobile banking with a mailing address within the United States and Puerto Rico. You determine who you want to pay, when you want to make the payment, and which account you want the payment to come from. It's safe, secure and easy to use. First Security Bank offers two views of Bill Pay Online & Mobile App and the Bill Pay Site. The Online & Mobile App version allows users to set up new Payees, schedule a single Bill Payment, view Bill Pay history and cancel Bill Payments. The Bill Pay Site offers a robust Bill Pay that allows users to schedule multiple Bill Payments at one time, set up ebills and set up security questions and alerts. What is the cost for Bill Pay? Unlimited Bill Pay items are FREE with First Security Bank s echecking Account or $5.00/month for all other types of accounts. Unlimited Business Bill Pay is available for $12.95/month. Review the Terms and Conditions for all other applicable fees. How do I enroll in Bill Pay? Log in to your online banking account. Click on Bill Pay in the Transactions section. Select the default account to enroll in Bill Pay. Follow the screens to complete the enrollment. How do I use Bill Pay? Online demo videos for the Bill Pay Site are available at under the Online Banking and Demos section or inside Bill Pay at the top of each screen. Who can I pay with online Bill Pay? You can pay any company or individual with a mailing address within the United States and Puerto Rico. The company or individual s information is entered when you Add a Payee. The Bill Pay system will determine if the payment can be made electronically or whether a check, drawn on your checking account, will be sent to the Payee.

3 What is the difference between Consumer Bill Pay and Business Bill Pay? Small businesses can use the Consumer Bill Pay service. Businesses that want to enable security features for their employees or receive Bill Pay reports should enroll in the Business Bill Pay service. What devices are supported? The following desktop browsers are supported for Bill Pay use: Internet Explorer version 10 and above Firefox version 27 and above Safari version 7 and above for Mac Google Chrome version 33 and above Mobile Bill Pay is available to Consumer Bill Pay users via the First Security Bank mobile app which can be downloaded for iphone and Android smartphones from the Apple itunes and Google Play Store. Using Bill Pay Basic Payments What is a Payee? A Payee is the company or individual that is due payment. Payees are set up inside Bill Pay through a onetime step-by-step process that uses key information to send your payment. This information includes the Payee s name, address, telephone number and your account number with the Payee. Once scheduled, payments are sent to the Payee electronically or by paper check on a scheduled Payment Date. How do I add a Payee? Gather the Payee s address, phone number and your account with the Payee. In Online Banking or the Mobile App, click the Visit Bill Pay Site link and select Add a Payee. Type in the Payee s information and click Save. Bill Pay Site On the Payments dashboard, click the Add Payee button at the top of the page. Follow the one-time, step-by-step setup process to add all necessary information to add the Payee. For security reasons, adding a new payee is not available via the mobile app. How do I edit or delete a Payee? Payees can only be deleted from the Bill Pay Site. On the Payments dashboard, click on the Payee you want to edit or delete and then click Edit Payee. Edit the Payee details and click Submit. To delete the Payee, click the I would like to delete this Payee and click Submit. Payment information for deleted Payees is not recoverable once they are deleted. How do I edit or delete a Payment? Online Banking & Mobile App At this time, there is not a way to edit a payment, but you can delete the payment and make the payment again. Bill Pay Site On the Payments dashboard, click the Edit link next to the payment. Edit the amount or date and click Submit. How do I delete a Payment? Online Banking & Mobile App Find the payment under the Pending history in the right column of the desktop Online Banking or you can swipe to the left in the Mobile App and see this information. Click on the payment

4 and click Cancel Payment. If the payment was made on the same day you want to cancel it, you may need to go to the Bill Pay Site to cancel the payment. Bill Pay Site On the Payments dashboard, click the Edit link next to the payment to cancel. Check the I would like to stop this payment and click Submit. Can I make payments on a holiday or weekend? No, payments cannot have a Payment Date that is a holiday or weekend. Only available Payment Dates are listed on the calendar. Holidays and weekends are ineligible to select when scheduling your payments. What is the difference between the Payment Date and the Process Date? The Payment Date is the date that the Payee will receive the payment. The Process Date is the date the payment is initiated within the Bill Pay system. For electronic transfers, funds are deducted from your checking account on the Process Date, which is two business days before the Payment Date. For paper checks, funds will not be deducted from your account until after the Payee has deposited the check in their account and it has cleared your First Security Bank checking account. How are the payments sent, via check or electronic? During the Payee setup process, the Bill Pay software determines if there is an electronic relationship set up with that Payee. If there is an electronic relationship, the electronic payment will be received by the Payee in two business days from the Process Date. If there is not an electronic relationship, a check is produced and mailed to the company or individual through the United States Postal Service. The check is mailed on the Process Date and should be received by the Payee in five business days from the Process Date. How can I tell if a payment is going via check or electronic? Online Banking & Mobile App A confirmation screen is displayed after the payment is submitted. The Delivery Method lists whether the payment will go as a Check or Electronic payment. The Delivery Method is also listed in the Pending and Process history in the right column of the desktop Online Banking or you can swipe to the left in the Mobile App and see this information. Bill Pay Site On the Payments dashboard, you will see Check or Electronic listed right below the Payee name. This indicates whether the check is going via check or electronic payment. When are the funds deducted from my account? Funds for an electronic payment are deducted from your checking account on the Process Date, which is two business days before the Payment Date. Funds for a paper check are deducted from your checking account after the Payee has deposited the check in their account and it has cleared your First Security Bank checking account. Can I make a payment from another account or edit a Bill Pay account? Payments can be made from any First Security Bank checking account. A Pay From Account can be added by accessing the My Account tab and clicking the Add Account link located in the Pay From Account selection. New accounts are subject to bank review and could take two business days to be added to your available Bill Pay accounts.

5 Is there a cutoff date and time for editing or stopping a payment? Yes, you may edit or stop a payment prior to 2:00 pm MST on the Process Date. From the Payments dashboard, in the Pending section, click Edit next to the payment you wish to edit or stop. If the payment is not listed in the Pending section, then you are not able to edit or stop the payment. What are Payee Categories? Categories are available on the Bill Pay Site and allow you to group your Payees for customized listings, whether you re scheduling payments, viewing pending transactions or researching your transaction history. You can assign a Payee to a Category when you are adding the Payee or editing the Payee. Manage your Categories on the My Account Tab. How do I view the details of a payment? Online Banking & Mobile App Pending and Process history in the right column of the desktop Online Banking or you can swipe to the left in the Mobile App and see this information. Click on the payment to see payment details. Bill Pay Site On the Payments dashboard, click on the Payee you want to view details of a payment for and then click Edit Payee. Click on the History link and find the payment in your history list. Click the Details: View link to see details for that specific payment. Using Bill Pay Miscellaneous What is a Person-to-Person Payment (P2P)? A P2P Payment is a payment made directly to an Individual (Recipient s) account using their address and a security Keyword. P2P Payments are available only through the Bill Pay Site. The Recipient receives an with a link to a secure site to enter in their deposit account information. They must provide the security Keyword you specify in order to complete the payment setup. You do not ever receive their deposit account information. A fee applies to all P2P Payments. How do I set up a Person-to-Person Payment (P2P)? P2P Payments are available only through the Bill Pay Site. When adding a Payee, choose the Pay an Individual option. Select the first option to Allow them to provide their banking information and follow the steps to set up the payment. The Recipient must know the Keyword in order to enter their account information on the secure site. What is an Account-to-Account Payment (A2A)? An A2A Payment is a payment made directly to an Individual (Recipient s) account using their Financial Institution s Routing Number and Deposit Account Number. A2A Payments are available only through the Bill Pay Site. The Recipient must give you this information in order to set up this type of payment. There is not an additional fee for A2A Payments. How do I set up an Account-to-Account Payment (A2A)? A2A Payments are only available through the Bill Pay Site. When adding a Payee, choose the Pay an Individual option. Select the second option, I have their bank account information. The Recipient must give you their Financial Institution s Routing Number and Deposit Account Number.

6 What is an ebill? ebills are an electronic bill received from a Payee through the Bill Pay service. ebills are only available through the Bill Pay Site. ebills are especially convenient for automatically paying bills where the amount due varies each month. The Bill Pay service only receives due dates and payments due amounts from your Payee. All other billing information is available directly from the Payee s website. Participating Payees are indicated as Set up ebill in the Payee information section. How do I set up an ebill? ebills are only available through the Bill Pay Site. The Bill Pay system will alert you if the Payee is eligible for ebills. The Payee must have a website available to view your bill online to be eligible for ebills. If your Payee is eligible for ebills in Bill Pay, you will need to provide the credentials to access the bill information for that Payee. How do I cancel an ebill? ebills are only available through the Bill Pay Site. On the Payments dashboard, click on the Payee you want to cancel the ebill for and then click Edit Payee. Click Disable ebills for this Payee and click Submit. How do I see the ebill history? ebills are only available through the Bill Pay Site. On the Payments dashboard, click on the Payee that the ebill is set up and then click Edit Payee. Click the ebill History link to view available ebill history. How does AutoPay work? AutoPay will schedule a payment for you when your new ebill arrives, based on your preferences. AutoPay is only available through the Bill Pay Site. Click the Recurring link to view available AutoPay options. What are Recurring Payments? Recurring Payments are payments that you set up on a recurring schedule. Recurring Payments can be set up on a variety of schedules through the Bill Pay Site. Click on the Recurring Payments link next to the Payee on the Payments dashboard to set up a Recurring Payment. How do I see previous Bill Pay history? Online Banking & Mobile App Pending and Process history in the right column of the desktop Online Banking or you can swipe to the left in the Mobile App and see this information. Click on the payment to see payment details. Bill Pay Site On the Payments dashboard, click on the Payee you want to view history for and then click Edit Payee. Use the filters to view history for a specific Payee or time period. Use the View in Excel link to export history to Excel. How long is my Bill Pay history available? Bill Pay history is available for 18 months from the current date. What is a Rush Payment? A Rush Payment is used to send a payment, typically a check, to the Payee faster. Click on the Rush Payment link to view available Rush Payment options. Some Rush Payments offer UPS tracking to monitor the delivery of the payment. A fee applies to all Rush Payments.

7 Troubleshooting How can I get help with Bill Pay? Our Bill Pay support line is available 7:30 am EST until 8:30 pm EST by calling or using the Live Chat option on all Bill Pay pages. I forgot my Keyword for a Person-to-Person Payment (P2P). How can I find out what the Keyword is? On the Payments dashboard in the Bill Pay Site, click on the Payee you want view the Keyword for and then click Edit Payee. The Keyword is displayed on the Edit Payee screen. The Payee has not received my payment that was processed as a check. Can I place a Stop Payment on this check? Contact First Security Bank s Customer Service Department at or to place a Stop Payment on the check. There is a fee to place a Stop Payment on a check. Why can t I select an earlier Payment Date? When scheduling a payment, the first available Payment Date is displayed for regular processing. For electronic payments, the first available Payment Date is two business days. For checks, the first available Payment Date is five business days. Rush Payments are available to process a payment faster, however a fee applies to a Rush Payment. Why do I receive a blank page after I click on a Payee s name? Bill Pay Site The focus on this page has been scrolled down. Scroll up and you will see your Payee s information. Security How can I edit my personal information? Bill Pay Site Your personal information can be edited on the My Account Tab. Please note personal information in Bill Pay is only used for processing payments you initiate inside Bill Pay. If you have a change to your mailing address, or phone number, please select Address Change under Services in the main navigation menu inside Online Banking. Why do I have to activate an Individual Payee? Online Banking & Mobile App Activation of an Individual Payee is not needed unless the Payee is set up through the Bill Pay Site. Bill Pay Site As an extra security precaution, all Individual Payees set up on the Bill Pay Site require a onetime activation code in order to complete the one-time Payee setup. This activation step must be completed before a payment can be submitted to this Payee. If you skip the activation step, the Payee will be listed in your Attention Required notification to activate the Payee. Activation delivery methods can be maintained on the My Account Tab. What are Challenge Phrases? Challenge Phrases are questions and responses known only by you to secure access to sensitive Bill Pay account and payment information. Challenge Phrases are only used on the Bill Pay Site. You must have a minimum of four Challenge Phrases for your Bill Pay profile.

8 Can I change my Challenge Phrases? Yes, you can change your Challenge Phrases by adding a new Challenge Phrase and deleting the old Challenge Phrase. Challenge Phrases are only used on the Bill Pay Site. Click on the My Account Tab and then Add/Remove Challenge Phrases. You must have a minimum of four Challenge Phrases for your Bill Pay profile. You must add a fifth Challenge Phrase so you can delete an existing Challenge Phrase. Why does my dashboard say Attention Required? The Attention Required indicator will appear to notify you and provide links to help you resolve items that need your attention. An example of an Attention Required item is to activate an Individual Payee. What are Alerts? Alerts are customized communications to alert you of Bill Pay activities. Alerts are set up on the Bill Pay Site. Alerts can be sent to an address or SMS text message. To set up Alerts, click on the My Account Tab and then View Alerts. To edit your Alert delivery contacts, click on the My Account Tab and then View/Edit Personal Information. What is a Reminder? Reminders are notifications within your Bill Pay account to remind you when a payment is due. Reminders are set up on the Bill Pay Site. To set up a Reminder, from the Payments dashboard, click on the Payee you want to set a Reminder for and then click Edit Payee. Click the Add Reminder link and fill in the Delivery Method and Frequency for the alert and then click Submit. To delete a Reminder, you can delete the Reminder from the Edit Payee page or from the My Account Tab.