Frequency Asked Questions
Q. How do I start using Bill Pay?
A. Once you have verified that your checking account has been set up for
Bill Pay, you can begin using it by adding payees to your
Merchant list. When your accounts are
validated, you can then schedule payments to the merchants using the
Setup/Change Payments or
Quick Pay options.
Q. What kinds of bill payments are available?
A. Two kinds of bill payments are available:
- One-time - A payment that is
processed on the day specified.
- Automatic - A recurring payment
that occurs at a specified frequency as many times as you indicate.
Q. Why do I get a confirmation number when I make a payment?
A. Confirmation numbers are provided for all confirmed or modified payments.
This is your assurance that a payment will be processed on the date it is
scheduled. However, this confirmation number does not guarantee the merchant
received or posted this payment. It is also a reference number that can be
used for requested research.
Q. How can I be sure my payment was processed?
A. You receive a confirmation number signifying we will process your
payment. Your payment will be recorded as Processed
in your payment history. You can select it and click
Details to view additional information.
The payment method may be electronic, single check (individual payment), or
consolidated check (payments to a single merchant from multiple people
combined into one check with an attached list of the individual payments).
Some fields may be blank until all information is available. If a payment
just processed that day, only the merchant name, payment date, amount,
confirmation number, and debit method will display. If the payment method is
electronic, all check fields will remain blank. If a check has been sent to
your merchant but has not yet cleared, the check status and date check
cleared will be blank. Once the check clears, the status will show
Cleared and the date will be provided.
Actual payment verification needs to come from the merchant.
Q. What do I need to do if one of my merchants notifies me that a
payment has not been received?
A. Confirm that your account was debited for the transaction and view
the payment in your payment history, including the information accessed by
clicking Details. If you need further
assistance, contact Customer Service by selecting
Research Request on the Payment Details page to initiate a
Payment Investigation.
Q. Can I set up multiple payments to one merchant?
A. You may set up one payment for each merchant you have. You must wait
until the initial payment processes for a merchant before you schedule
another payment to that same merchant. There is no limit to your number of
merchant.
Q. What is the maximum amount for any one payment?
A. There is a pre-determined limit on the amount you can pay. If you are
having problems, please contact Bill Pay Customer Service to determine if
the amount you are trying to pay is above the limit.
Q. How far in advance can I set up a payment?
A. Payments can be set up as much as 18 months in advance.
Q. Do I have to re-enter payments each month?
A. You can set up automatic payments for the same amount so you do not have
to re-enter them each month.
Q. Whom can I pay?
A. You can pay any of the merchants you have set up.
Q. Whom can’t I pay?
A. You can pay anyone using Bill Pay. However, we suggest payments are not
made to the following types of payees due to potential liabilities if the
payment is late or not received:
- Tax payment
- Court ordered payments
- Payment to payees outside the United States
Q. How many days before the due date do I need to make a payment?
A. Unless otherwise specified, we recommend that you allow at least 5
business days to ensure your payment reaches its destination on time.
Q. Is there a way to see previous payments?
A. Payment history is retained for 18 months. You may search for past
payments by using one or a combination of the following:
Merchant Name
Payment Date
Payment Amount
Confirmation Number
Q. What if my recurring payments fall on a non-business day?
A. Recurring payments are scheduled payments set up to occur on the same
day or date of a specified frequency (for example: monthly on the 15th). If
one of these recurring dates falls on a non-business day, the payment is
processed the preceding business day.
Q. Can I make a payment from my savings account?
A. No, bill payments are only allowed from a checking account. You can have
two checking accounts designated for bill payment.
Q. Is there a cutoff time for me to cancel or change a payment
scheduled for today?
A. You can review, change or cancel a payment at any time. If the payment is
scheduled for that day, the change or cancellation must be before the daily
cycle begins, which is 1:00 p.m. Central,
Monday – Friday with the exception of federal holidays. The system displays
an error message if you attempt to modify a payment after this deadline.
Q. How will I know if an automatic payment instruction has expired?
A. You will receive a system generated Final Payment e-mail notifying
you the last scheduled payment has been processed. You can modify and
reschedule your payment if you wish to continue it.
Q. When can I begin making payments to a new merchant I added?
A. You can begin making payment to that merchant immediately after the
account to be used for bill payment has been validated.
Q. Can I pay someone who does not appear on my list?
A. Yes, simply add the merchant to your Merchant
List and then schedule a payment.
Q. How do I add a merchant to my list?
A. Using the Merchant Accounts option,
select Add Merchant and then type in the
merchant name you wish to pay.
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Save time and money when you pay your bills on-line.
Use SLCU’s Bill Pay and say goodbye to writing checks and paying postage.
