Frequently Asked Questions
Can I pay my bills using Quicken/QuickBooks?
There will be a period of time where you will not be able to initiate bill payments through Quicken or QuickBooks. You will still be able to download your transaction history into Quicken and QuickBooks. Please follow the instructions below to minimize service disruptions.
We recommend that you deactivate Online Bill Pay in Quicken/QuickBooks until this functionality is available again. Follow these steps to deactivate:
1. From the Quicken/QuickBooks Menu, choose Tools > Account List
2. Click the Edit button of the account you want to deactivate
3. Deactivate Online Bill Payment Only
a. In the Account Details dialog, click the Online Services tab
b. Click Deactivate Online Bill Payment
How does the new Online Bill Pay system help to protect my account from fraudulent bill payments?
To help safeguard you against fraud with our enhanced Online Bill Pay, every payment is evaluated to ensure that it is within your normal behavior as well as a within the normal behavior for that biller/payee. If we have any questions regarding any of your payments, the payment may be held for 48 hours while we try to contact you for verification. If we are unable to contact you, the payment may be canceled.
How can I add a new biller/payee?
Click the “Add a Company or Person” button from within the Payment Center and select the “Company Tab.” You can either search for the company in the “Search” bar, or you can select the company from the list of major biller/payees. When adding a major biller/payee, the biller/payee information has already been identified by the Online Bill Pay system, therefore, all you need to do is enter your account information for that major biller/payee. For smaller businesses or local businesses, the biller/payee information may not be readily available; therefore, you may need to enter more information about the business such as mailing address and phone number.
Why are some payments sent electronically, while others are sent by check?
The method of payment is determined by the biller/payee. Some biller/payees may also set certain dollar limits to what payments are sent electronically and what payments are sent by check. This means that your payment could be sent electronically, and other times, a payment to that same biller/payee could be sent via check. The system will also send more check payments out initially while it establishes your normal behavior. To ensure your payments are delivered on time, it is important that you review your payee information, including the mailing address, and verify all information is accurate and up-to-date.
How do I review or change my recurring payments?
On the payment center main page, you will see an AutoPay link within each payee. If you already have a recurring payment set up for a payee, you will see a green ON icon next to the link. Clicking the AutoPay link will allow you to change AutoPay options, set up another AutoPay or cancel AutoPay. Clicking the Change AutoPay Options link brings you to a screen where you can view or modify recurring payment options including Next Delivery Date, Frequency, Duration and Remaining Payments.
What information is required to enroll for an eBill?
Often, only the biller/payee name and account number are required, although some do require an additional field for validation, such as ZIP or phone number.
What is the cutoff time for payments?
Typically the cutoff is at 10:00pm. Some billers have a cutoff time prior to 10:00pm. In most cases, an electronic payment due tomorrow can be scheduled up until 10:00pm tonight.
What happens if I don’t have enough money in my account?
If you do not have enough money in your account on the “Deliver By” date, the payment will still be sent to the biller/payee and you could receive an insufficient funds charge (as disclosed in our schedule of fees.) We will try to collect payment a second time within 24-48 hours. If at that time you still do not have sufficient funds, a second insufficient funds charge may be assessed. At times, we may work with the biller/payee to try and reverse the payment. If the payment cannot be reversed, we will contact you directly to satisfy your outstanding balance. Your access to Online Bill Pay may also be restricted for payments resulting in insufficient funds.
Are payments guaranteed?
The Service will bear responsibility for any late payment related charges up to $50.00 should a payment post after its Due Date as long as the payment was scheduled in accordance with the following guidelines:
When scheduling Bill Payments, you must select a Scheduled Payment Date that is no later than the actual Due Date reflected on your Biller Statement unless the Due Date falls on a non-Business Day. If the actual Due Date falls on a non-Business Day, you must select a Scheduled Payment Date that is at least one (1) Business Day before the actual Due Date. Scheduled Payment Dates must be prior to any late date or grace period.
I'm using Safari as my web browser and cannot access Online Bill Pay. What can I do?
Cookies need to be enabled in Safari to access Online Bill Pay. Follow these steps to enable cookies:
1. Launch Safari
2. Click Settings > Cookies and Website Data
3. Click Always Allow
4. Log into Online Banking
5. Return to Settings > Cookies and Website Data
6. Click Allow from websites I visit
Note: This will only be necessary the first time you log in to Online Banking.