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e-Bill Help

Q: What is an e-Bill?
A: An e-Bill (electronic bill) is an electronic version of a paper bill that you can view online through e-Bill Pay. You can receive e-Bills from payees that are e-Bill-capable. Once you request e-Bills from a payee and the request is processed, you should receive a message in Messages stating that your e-Bill service has been activated. E-bill service requests are usually processed within two weeks. New e-Bills appear on the E-bills page as either paid or unpaid.

Q: How does e-Bill work with e-Bill Pay?
A: e-Bill Pay lets you make payments and receive and pay bills online through your credit union. Electronic billing lets you receive electronic bills (e-Bills) online through e-Bill Pay. Some payees are able to send e-Bills to their customers. If you add a payee that is e-Bill-capable, you have the opportunity to request e-Bills from the payee.

Once your request has been authorized, you'll receive an e-Bill from the payee within a month or so, depending on the payee's billing cycle. You can pay the e-Bill directly, and you can continue to make single payments to the payee whenever needed.

Q: How do I know when I receive a new e-Bill?
A: The Unpaid E-bills page lists your new e-Bills. A notice also appears on the Home page to let you know when new e-Bills arrive.

If you are waiting for an e-Bill service request to be processed, check Messages periodically for a message stating that your e-Bill service has been activated for the payee. When you receive the first e-Bill depends on the payee's billing cycle.

Q: Will I still receive a paper copy of the bill through U.S. mail?
A: It depends on the payee. Some payees stop sending a paper bill and only send an e-Bill to your e-Bill Pay account. Other payees continue to send paper bills through U.S. mail in addition to an e-Bill to your e-Bill Pay account.

Q: Can I store or view paid e-Bills?
A: You can view paid e-Bills by going to E-bills and then clicking Paid E-bills. You can always use your browser's print feature to print the bill if you want to keep long-term records. You can also view an e-Bill for which you have a scheduled or canceled payment. However, you cannot view deleted e-Bills.

Q: Is an e-Bill the same as a mailed bill statement or invoice?
A: An e-Bill is a statement or invoice in an electronic format. E-bills typically contain the same information as your mailed bills.

Q: How do I find out if my payee sends e-Bills?
A: You can easily find out if your payee sends e-Bills while you are adding the payee or after you have added a payee.

  • When you add a payee that is e-Bill-capable, e-Bill Pay will automatically ask you if you want to receive e-Bills. You can also click a link on the Payee Setup - Add Payee page to view a list of all payees that can send e-Bills.
  • If a payee you have added to your payee list can send e-Bills, the link appears in the e-bills column on the Payee Setup - Payee List page. Click this link to request e-Bills.

Remember, the payee may take a couple of weeks to process your request to receive e-Bills.

Q: Can I pay e-Bills automatically?
A: Yes. Auto-Pay is an optional feature available for many payees that can send e-Bills. If Auto-Pay is available for an e-Bill capable payee, you have the option to select it. Auto-Pay automatically pays e-Bills by scheduling the payment date in time for the payee to receive the payment by the e-Bill's due date. Auto-Pay pays the e-Bill's minimum amount due. When you set up Auto-Pay, you can select to automatically pay the e-Bill regardless of the payment amount, or you can select to set a limit on the amount automatically paid. Please note that entering an amount in the "Only pay the minimum amount due for e-Bills if it is less than this amount" field means that the e-Bills minimum amount due - not the amount you enter - will be paid if the minimum amount due is less than the amount you enter.

If Auto-Pay is available, you can set up Auto-Pay when you add a payee, or you can add it later by changing payee information from the Payee Setup - Payee List page.

Q: What happens if the amount due for an e-Bill exceeds the maximum amount automatically paid?
A: If the minimum amount due for an e-Bill exceeds the maximum amount set for Auto-Pay, e-Bill Pay does not automatically schedule the payment. You receive a message letting you know that the e-Bill's minimum amount due exceeds the maximum amount automatically paid. Make the payment through the Make Payments - Single Payments or Make Payments - Multiple Payments page or by some other means. If you think that the amount due is incorrect, contact the payee.

Q: How do I change the maximum amount automatically paid for an Auto-Pay payment?
A: Go to Payee Setup, and then click View/Change next to the payee. In the Auto-Pay section, type a new amount in the Onlypay e-Bills for less than this amount box. Your changes are effective immediately.

Q: Why was my e-Bill paid late?
A: If a payee sends an e-Bill late and the actual due date is before the earliest available payment date (remember e-Bill Pay needs a few days to process payments), Auto-Pay schedules the payment for the earliest possible payment date. Please contact your payee if an e-Bill arrives late and you are charged a late fee.

Q: How long does it take to receive e-Bills from a payee?
A: It may take up to two weeks for the payee to process your request for e-Bills. Once your request has been accepted, it may take a month or more, depending on the payee's billing cycle, before you begin receiving bills electronically.

Q: Can I pay e-Bills outside of e-Bill Pay?
A: Yes, you can pay an e-Bill by some other way (by check, for example). If you pay the e-Bill by some other method, you can delete the unpaid e-Bill from the Unpaid e-bill page. Once you delete the e-Bill, you cannot view the bill or bill statement again through e-Bill Pay. Unpaid e-Bills are never deleted automatically by e-Bill Pay. You can also print a copy of the e-Bill for your long-term records using your browser's print feature.

Q: Can I make more than one e-Bill payment at the same time (can I combine payments going to the same payee)?
A: No, for the e-Bill payment to work properly, you must pay each e-Bill individually.

Q: Can I pay someone else's e-Bills?
A: No, the bill must be in your name or your spouse's name.

Q: What happens if I delete a payee who sends me e-Bills?
A: When you delete a payee who sends you e-Bills, e-Bill Pay automatically removes the payee from your payee list, sends a message to the payee and asks them to stop sending e-Bills. You can no longer pay any unpaid e-Bills listed in the Unpaid E-bills page for the deleted payee, so you may want to pay unpaid e-Bills before deleting the payee.

It is also possible, due to the payee's billing cycle, that you may receive an e-Bill after you have deleted the payee. If you receive an e-Bill after you have deleted the payee, you can add the payee again (without requesting e-Bills) and make the payment from the Make Payments page, or you can pay the bill through U.S. mail.

Q: How can I stop receiving e-Bills from a payee?
A: To stop receiving e-Bills from a payee, go to Payee Setup, and then click View/Change next to the payee. Select Click here to discontinue e-Bill service. The payee is notified to stop sending e-Bills. However, you may receive an e-Bill after canceling e-Bill service due to the payee's billing cycle. Make a payment to the payee from the Make Payments page to cover the e-Bill or make the payment by some other means.

Q: I chose to stop receiving paper bills from a payee and now I want to start getting my bills mailed to me again. How do I do that?
A: If you are currently receiving e-Bills, and no corresponding paper bill, from a payee, you can start receiving paper bills again by canceling e-Bill service for that payee.

Q: If the amount for an e-Bill seems incorrect. What should I do?
A: If you have questions about an e-Bill, please contact the payee directly. All information on the e-Bill comes directly from the payee, the same as when they mail you a paper bill. Remember that you control the payment amount when you pay the e-Bill.

If an e-Bill amount is incorrect, make sure to contact the payee to avoid any late charges. Look on your last bill for the payee's customer service phone number.

Q: If my e-Bill is late. What should I do?
A: If your normal billing cycle has passed and you still have not received your e-Bill, contact your payee. Payees deliver e-Bills much like they deliver your paper bills. Depending on billing cycles, the exact day you receive your bill each month may vary. Also remember that it can take over a month before you receive your first e-Bill from a payee. Look on your last bill for the payee's customer service phone number.

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