Bill Pay Frequently Asked Questions

Functional Questions

1. How do I sign up for Online Bill Pay?
2. How do I change the account from which my Bill Pay payments will be drawn?
3. How do I add a Payee?
4. How do I schedule a Bill Pay payment?
5. How do I set-up recurring payments or payment email reminders?
6. How do I view my scheduled Bill Pay payments?
7. How do I modify a scheduled Bill Pay payment?
8. How do I cancel a scheduled Bill Pay payment?
9. How do I determine if my payment is sent electronically (ACH) or by check?
10. How do I retrieve my Bill Pay history?

Other Common Questions

1. Are there any types of payments that I cannot set up through Bill Pay?
2. Does my overdraft protection work with Bill Pay?
3. Why can't I schedule a Bill Pay payment for a date less than three (3) business days in the future?
4. When will my account be debited?
5. Will my payments arrive exactly on the Due Date?
6. Why are some of my bills paid electronically (ACH) and others are paid by check?
7. Why doesn't the Due Date change when I make a payment to my Loan or Visa Credit Card account?
8. Why do I have an "EBILLPAY CREDIT?"

Functional Questions

1. How do I sign up for Online Bill Pay?

You can sign-up for Bill Pay through Online Banking. Once your account is established, you'll receive an email telling you that you can begin using Bill Pay.

1. Log in to Online Banking
2. Click on the "Bill Pay" tab
3. Click on the "Bill Pay Setup / Sign Up" link
4. Click on the "Next" button
5. Provide the requested information
   Note: Be sure to confirm that the selected "Pay From Acct" is the account from which you wish your payments to be drawn.
6. Click on the "Submit Information" button

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2. How do I change the account from which my Bill Pay payments will be drawn?

*Important Note: Bill Pay payments can only be drawn from a single checking account. Therefore once this account has been changed all scheduled payments will be drawn from the newly selected account regardless of when the payment was scheduled.

You can change the selected account for Bill Pay payment processing by completing the following procedure.

1. Log in to Online Banking
2. Click on the "Bill Pay" tab
3. Click on the "Bill Pay Setup / Sign Up" link
4. Select "Change Personal Info"
5. Click on "Next"
6. Select the desired account in the "Pay From Acct" menu
7. Click on "Update Information"

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3. How do I add a Payee?

1. Log in to Online Banking
2. Click on the "Bill Pay" tab
3. Click on the "Single Pay / Add Payee" link
4. Click on the "Add a New Payee" button
5. Click on the "Add Your Own Payee" button
6. Enter the requested information
   Note: "Payee Name" is the name that will be displayed on the check/payment and "Friendly Name" is the name that will only be displayed in Online Banking which can be used to differentiate multiple accounts with a single Payee.
7. Click on "Next"
8. Click on "Confirm" to confirm the displayed information

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4. How do I schedule a Bill Pay payment?

There are two methods for scheduling a Bill Pay payment:

With the Single Pay / Add Payee page you can schedule one payment at a time and create recurring payments or email reminders.

1. Log in to Online Banking
2. Click on the "Bill Pay" tab
3. Click on the "Single Payment / Add Payee" link
4. Select a Payee or add a new Payee
   • Click here for instructions on how to add a Payee
5. Click on "Next"
6. Enter the payment "Amount"
7. Select your desired Due Date option:
   • For the standard "Due Date" option your payment will begin processing and your account will be debited five (5) business days prior to the selected Due Date. It is important to note that when your selected Due Date falls on a weekend or holiday, the payment will begin processing and your account will be debited six (6) business days prior to the selected Due Date.
   • For the "Pay ASAP" option if your payment is received by 9:00 pm Pacific Time it will begin processing on the next business day.
8. Click on "Next"
9. Select your desired Payment Option:
   • Only once
   • Recurring every week, 2 weeks, 4 weeks, 1 month, 2 months, 3 months, 6 months, or year
   • Only once with an email reminder every week, 2 weeks, 4 weeks, 1 month, 2 months, 3 months, 6 months, or year
10. Click on "Next"
11. Click on "Confirm" to confirm your scheduled payment

With the "Multiple Pay" page you can schedule payments to any or all of your Payees from a single page.

1. Log in to Online Banking
2. Click on the "Bill Pay" tab
3. Click on the "Multiple Pay" link
4. Locate your desired Payee(s)
5. Select desired "Due Date(s)"
   • Note: To schedule a payment to begin processing on the next business day, leave the pre-filled Due Date unchanged.
6. Enter payment "Amount(s)"
7. Click on "Next"
8. Click on "Confirm" to confirm your scheduled payment(s)

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5. How do I set-up recurring payments or payment email reminders?

You can schedule recurring payments and email reminders using the "Single Pay / Add Payee" page of the "Bill Pay" tab. Click here for instructions.

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6. How do I view my scheduled payments?

You can view your scheduled payments by calendar month or by a generated report.

To view scheduled payments by calendar month:

1. Log in to Online Banking
2. Click on the "Bill Pay" tab
3. Click on the "Bill Pay Calendar" link
4. If desired, click on the arrows next to the month and year to change the displayed month
   Note: You will have the ability to modify your scheduled payments when using this option.

To view scheduled payments by a generated report:

1. Log in to Online Banking
2. Click on the "Bill Pay" tab
3. Click on the "Bill Pay Reports" link
4. Select the desired "Payee"
5. Select the desired "For Date(s)"
6. Select the desired "For Type"
7. If desired, enter any amount "For Criteria"
8. Click on "Generate Report"
   Note: You will not have the ability to modify your scheduled payments when using this option.

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7. How do I modify a scheduled Bill Pay payment?

*Important Note: Payments can be modified until 9:00 pm Pacific Time of the day prior to your account being debited. Click here for more information.

1. Log in to Online Banking
2. Click on the "Bill Pay" tab
3. Click on the "Bill Pay Calendar" link
4. Locate desired payment for modification
   • If necessary, click on the arrows next to the month and year to change the displayed month.
5. Modify the Due Date, Amount, or select "Cancel Pymnt" as desired
6. Click on "Next"
7. If it's a recurring payment you will be asked to change either the current payment or all scheduled payments. Select your desired option and click on "Next."
8. Click on "Confirm" to confirm your changes

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8. How do I cancel a scheduled Bill Pay payment?

*Important Note: Payments can be cancelled until 9:00 pm Pacific Time of the day prior to your account being debited. Click here for more information.

1. Log in to Online Banking
2. Click on the "Bill Pay" tab
3. Click on the "Bill Pay Calendar" link
4. Locate desired payment for modification
   • If necessary, click on the arrows next to the month and year to change the displayed month.
5. Select the "Cancel Pymnt" option
6. Click on "Next"
7. If it's a recurring payment you will be asked to cancel either the current payment or all scheduled payments. Select your desired option and click on "Next."
8. Click on "Confirm" to confirm your changes

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9. How do I determine if my payment is sent electronically (ACH) or by check?

The initial payment for a new payee will be made by check. For subsequent payments, the payment method will appear on the Bill Pay Calendar for each payment after it has been completed.

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10. How do I retrieve my Bill Pay history?

• Log in to Online Banking
• Click on the "Bill Pay" tab
• Click on the "Bill Pay Reports" link
• Select the desired "Payee"
• Select the desired "For Date(s)"
• Select the desired "For Type"
• If desired, enter any amount "For Criteria"
• Click on "Generate Report"

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Other Common Questions

1. Are there any types of payments that I cannot set up through Bill Pay?

Yes, the following payment types cannot be set up through Bill Pay:

• Payments to government agencies (except to government owned utilities such as water companies)
• Tax payments
• Court ordered payments
• Legal judgment payments
• Collection Agencies
• Payments to payees outside the U.S. or its territories
• Payments to payees located in Armed Forces postal codes such as AE and AP

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2. Does my overdraft protection work with Bill Pay?

Yes, your payments will be covered through your overdraft protection selection(s) just as if you were writing a check.

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3. Why can't I schedule a Bill Pay payment for a date less than three (3) business days in the future?

This is to allow adequate time to process and submit the payment to the payee.

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4. When will my account be debited?

Bill payments begin processing and your account will be debited five (5) business days prior to the scheduled Due Date. It is important to note that when your scheduled Due Date falls on a weekend or holiday, the payment will begin processing and your account will be debited six (6) business days prior to the scheduled Due Date.

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5. Will my payments arrive exactly on the Due Date?

Electronic (ACH) payments may be received one (1) to two (2) business days prior to the scheduled Due Date. Check payments generally arrive by the scheduled Due Date, however, these payments are subject to U.S. Postal Service delivery.

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6. Why are some of my bills paid electronically (ACH) and others are paid by check?

Some merchants or payees accept electronic (ACH) payments while others (including private individuals) only accept payments by check.

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7. Why doesn't the due date change when I make a payment to my Loan or Visa Credit Card account?

The due date only changes when the billing cycle is completed. Therefore, if a payment is received prior to your due date, the Due Date will not change. However, you will notice that the "Payment Due" amount will adjust to $0.00.

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8. Why do I have an "EBILLPAY CREDIT?"

If your Bill Pay payee rejects a payment or the payee does not deposit or cash a check within 90 days, a credit is issued for the amount of the payment and a stop payment is issued for the applicable check.

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