Bill Pay FAQs

To edit a payee, bill payment, recurring bill payment, or to pay all of your bills at once, right from the bill pay home page.

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Frequently Asked Questions

What is a payee?

A payee is the issuer of a bill that is due to be paid by you.

How do I add a payee?

Clicking “+Payee” at the top of the payments page will walk you through a one-time, step-by-step setup process to gather key information used to send your payments. Show me how »

How do I hide a payee?

Click the three horizontal dots beside the payee and select "Hide Payee".

How do I show a payee again after I've hidden it?

Select "Hidden" from the display drop-down menu. Click the three horizontal dots beside the payee and select "Unhide Payee".

What are payee categories?

Categories allow you to group your payees for customized listings, whether you’re scheduling payments, viewing pending transactions or researching your transaction history. You can manage your categories under My Account and assign a payee to a category when adding or editing them.

Can a payee see my payment comment?

No. Comments are for your personal use only and will not be sent with your payment.

How do I set-up a person-to-person payment?

When adding payee, choose the “pay an individual” option. Whether you have their deposit account information or not, there are options readily available to send your payment. Show me how »

Can I make payments on a holiday or weekend?

No. Holidays and weekends are designated as ineligible for payment processing and will affect the dates available to select when scheduling your payments.

How do check memos work?

Memos are available for use when there is additional information about the payment you need to disclose. (example: adding “apply extra payment to principal” on a mortgage payment)

How do I set up recurring payments?

To set up a recurring payment, click the “make it recurring” link located in the “Action” column of your payee on the payment page. Enter the amount and then select the pay from account and the frequency you want your payments to be automatically scheduled.

Can I see payments that will process more than 45 days from now?

Yes. You can view all your scheduled payments by clicking the “view more” link located in the “Pending” section of your payment page or the “view pending transactions” link available below the schedule payment section of your payment page.

Is there a cutoff date for editing or stopping a payment?

No, there is no cutoff date for editing or stopping a payment. 

What is my transaction history?

Your transaction history helps you keep track of your payments with customized reports and providing a detailed timeline of each transaction that you have scheduled within bill pay.

How long are records stored in my transaction history?

Your transaction history will allow you to report transactions up to 18 months from the current date.

Why is there a limit on the number of payees I can pay at one time?

A payee limit is set to ensure your payments are processed as efficiently as possible.

What is an eBill?

eBills present due dates and amounts from your billing statement to alert you when it’s time to schedule payments.

How do I set up an eBill?

Your payee must have a website available to view your bill online to be eligible for eBills. If your payee is eligible for eBills in bill pay, you will need to provide the credentials to access the bill information for that payee. Show me how »

How does autopay work?

Autopay will schedule a payment for you when your new eBill arrives based on your preferences.

What is a rush payment?

A rush payment can be used to send a payment to be delivered the next day or two days from the scheduled date. Fees will apply.

How do I rush a payment?

If you have a bill that’s too close for comfort to the due date, you can use the “Rush Delivery” link to select a guaranteed delivery option.

Can I track a rush payment?

Yes. If you choose an option that includes UPS tracking, you can monitor the delivery of the payment in transaction history when you view the details.

Can I add another pay from account?

A Pay From account can be added by accessing “My Account” and clicking the “Add Account” link located in the pay from account section.

How do I edit pay from account information?

A Pay From account can be edited by accessing “My Account”, clicking the “View Account” link and clicking “edit” next to the pay from account.

What is my Message Center, and how does it work?

The Message Center is a location within bill pay where communication regarding your account or payments can be shared securely.

How long are my messages stored?

Messages are retained for 180 days from the date the message was received or sent and will be systematically deleted after that time elapses.

What browsers can I use while paying my bills?

The following browsers are supported by bill pay for use:

  • Internet Explorer version 9 and above
  • Firefox version 24 and above
  • Safari version 5 and above for Mac
  • Google Chrome version 31 and above

How do I enable cookies?

• Internet Explorer

1. Open Internet Explorer by clicking the Start button.
2. Click the "Tools" button, and then click "Internet Options."
3. Click the "Privacy" tab, and then, under Settings, move the slider to the top to block all cookies or to the bottom to allow all cookies.
4. Click OK.

• Firefox

1. Go to the Firefox drop-down menu.
2. Select Preferences.
3. Click Privacy.
4. Set "Firefox will" to Use custom settings for history.
5. Check the box next to "Accept cookies from sites" to enable cookies.
6. Click OK.

• Safari

1. Within Safari, click the "Safari" menu and choose "Preferences."
2. Click the icon labeled "Privacy." To enable cookies: Set the option labeled "Accept Cookies" to "Always."
3. Click "OK" to save changes and close the dialog box.

• Google Chrome

1. Click the "Chrome" menu on the browser toolbar. In the "Privacy" section, click the "Content Settings" button.
2. Click "All cookies and site data" to open the Cookies and site data dialog.
3. To delete all cookies, click "Remove all" at the bottom of the dialog.

Download the latest browser version 
(Download links open in a new browser window.)

How do I schedule an alert or reminder for myself?

Click “My Account” and use the “view alerts” link under the “Bill pay alerts” section of the page to set the notifications preferences within your bill pay account. To add a reminder from the payment page, click the payee name and use the “add reminder” link to have notifications sent to your phone or email when a payment is due. Show me how »

Why does my dashboard say “attention required”?

If there are actions required, the “attention required” indicator will appear to notify you and provide links to help you resolve the items.

What is the Payment Calendar and how do I use it?

The Payment Calendar is a monthly snapshot of transactions that are pending or processed. You can access pending payment or payment history by clicking the transaction totals displayed on any given day.

How do I change my personal information?

Under “My Account,” click the “View/Edit personal information” link to review or edit your information.

How can I get help with my online bill pay account?

Contact options are available by phone at 866-885-3732 or using our live chat feature - Livechat »