Online Banking Frequently Asked Questions

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Online Bill Pay (General)

How does Online Bill Pay work?
Online Bill Pay is a service that allows you to set up bill payments to businesses and individuals. Once you enter a payment instruction in the system, the request is submitted to Bill Payment Services (10:30 p.m. ET, Monday through Friday). The following business day, your payment is sent electronically or by check. The funds are deducted from your funding account with the next scheduled ACH process, which is typically on the day following the payment date.

Can I use Online Bill Pay from outside the United States?

Yes, as long as your bank account is in the United States, Guam, Puerto Rico, or the U.S. Virgin Islands.

Which accounts can I use to pay bills?
Checking accounts are the only type of accounts you can use to pay bills.

How do I add a funding account?

If you would like to use more than one account to make bill payments, you set up additional bill payment accounts on the Accounts Overview screen by clicking the Customize your Accounts link. This set up will require overnight processing to be completed.

How do I change a funding account?
If the funding account has pending payments, you should select a new funding account for the bill payments before changing the current funding account. You MUST have at least one account set up as the bill payment account at any given time.

Can I set up a payee in another country?
Online bill payments may only be made to a United States payee (which includes Guam, Puerto Rico, U.S. Virgin Islands, and international U.S. military bases) in United States dollars.

Do I need to contact my payees to tell them I am using a bill payment service?

No. Your payees do not need to do anything different to process online bill payments. Online Bill Pay uses the ACH electronic network or a paper check with your payment information clearly indicated.

How do I add a payee (merchant/vendor)?

Use the Add a Payee function within the product to find and add your new payee. If the new payee is not listed under view our payee list, simply select Manually Enter Payees and enter the required information.

How do I know if a payee will receive payments electronically or via paper check?
When you conduct a Payee Search, electronic payees are indicated by a message under Payee Name that the payee ‘Provides EPayments’. Also, when a bill payment is made electronically, a little ‘e’ is displayed on the ‘Make Payment’ screen. If only the payee’s name appears under Payee Name, that payee currently accepts only paper check payments, and a picture of a check is displayed.

Why will the address change on a previously setup payee?
Consolidation of new and existing payees occurs on a regular basis.
Payee Management will redirect checks to electronic payments when a payee agrees to become an electronic payee. When this is done, the address displayed in any product for the payee will be the address specified by the payee.
For example:
The user has a payee in his/her payee list that was set up with the address of XYZ Credit Card, 1234 W. Street Topeka, Kansas 11111. The next time the users looks at their payee the address is XYZ Credit Card, 5678 N. Ave. New York, NY 12345 and the payee is now indicated as an electronic payee. This would be because XYZ is now an electronic payee and they have requested that their bill payments be directed to this location.

Can I make multiple payments to the same payee on the same day?

Yes, you can make multiple payments to the same payee on the same day as long as the payment amounts are different. For your protection, the system will not pay duplicate items for the same payee on the same day.

How do I change a payee’s name and address?
To change any payee from the Payee Summary list, click the pencil icon under the Edit column to make necessary changes. The only fields that may be changed are AMOUNT, ACCOUNT NUMBER, and PAYMENT STATUS. For any other changes, delete the payee and re-add it with the correct information.

How do I delete a payee?
Cancel all scheduled payments for the payee by accessing the Pending Payments screen and clicking the scissors icon under the Edit column. Then, select the payee you want to delete and click delete.

What does the payee receive with my payment?

Your payee will receive either an ACH electronic payment or a paper check. In either case, the payment is appended with the information that you have provided, such as your name and account number with the payee, so the payee can properly credit your payment.

When should I set up my payments to make sure they are paid on time?
Minimum payment ‘lead times’ will be provided based on whether the payee accepts electronic payment (designated by an ‘e’ symbol) or paper check payment (designated by a paper check symbol). Payments to electronic payees should be scheduled a minimum of three (3) days before the payment due date. For paper check payments, payments should be scheduled a minimum of five (5) days before payment due date.

Are there any payments that I cannot make using Online Bill Pay?
Payments cannot be made in foreign currency or to international payees. For payments to U. S. government agencies, Online Bill Pay has limited ability to research any issues that may arise due to the government’s strict adherence to the Consumer Privacy Act. Online Bill Pay will not be responsible for any late fees or penalties that may be incurred by these types of payments.

How far in advance can I schedule payments?
You may schedule a one-time future payment up to 364 days in advance.

How late in the day can I enter, edit, or delete a payment?

Cut off time is 10:30 p.m. ET. Any new bill payments entered by that time will be accepted for processing that day, unless they are future dated, in which case they will remain in the pending queue until 10:30 p.m. ET on that date. Payments entered after this cutoff will be processed on the next business day.

Will bill payment activity that I perform today reflect ‘real time’ in my bill payment reporting function?
Bill payment reporting is not ‘real time.’ Activity reports do not reflect bill payment activity until the day following the activity.

How often does the payment processor make payments?
Payments are processed Monday through Friday excluding holidays.

Can I make changes to an already scheduled payment?
If the payment is still pending, changes can be made. However, once the payment has been transmitted, you can no longer make changes to or delete payments.

When can I cancel a payment?
You can cancel or modify your payment online at any time before the cutoff time of 10:30 p.m. ET on the payment transaction date.

What date do I put in the TRANSMIT DATE field?
For a future dated payment this should be the date that you want your payment to be transmitted. This is the date the payment is extracted for processing.

What if my payee says that they have not received my payment?
Contact the bill payment support center at 1.888.722.1323 who will research your payment.

Can I get a copy of a canceled check?
Contact the bill payment support center at 1.888.722.1323 to request a copy of a bill payment check. A fee may apply.

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