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FAQs About CheckFree's Online Service



General Information Separator E-bills Separator Payments Separator Billers Separator Auto-Pay


General Information

Bullet What is CheckFree's Online Service?
Bullet How does CheckFree's Online Service work?
Bullet How secure is my bill payment and personal information?
Bullet How do I cancel my bill payment service?
Bullet How do I change my personal information?
Bullet Why do you need my Social Security Number?
Bullet I have a question about how to use one of the features in CheckFree's Online Service.

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General Information

Q: What is CheckFree's Online Service?



A: CheckFree's Online Service is a service that lets you receive and pay your bills online in one convenient location. You can pay your bills from a bank account, such as a checking account, money market account, or brokerage account. No matter what payment account you choose, your payment information is protected and your payments are guaranteed.

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Q: How does CheckFree's Online Service work?



A: There are three basic steps involved in using CheckFree's Online Service to pay your E-bills:
  1. Add the e-bills for your biller.
  2. Add your payment account information.
  3. Schedule your payments.

When you first begin using the service, you must set up your e-bills list by adding the bills that you want to pay. After you set them up, all of your bills are listed on the E-bills page where you can quickly pay your e-bills. Then, when you get a message telling you that you have a new bill, you just go to the E-bills page and pay the bill.

Next, you must add the information for the payment accounts you will use to make your payments through CheckFree's Online Service. You can make payments from multiple bank accounts such as a checking, money market, or brokerage account. You enter the account information for every bank you plan to use for making payments in My Profile.

When your account information is complete, you can start paying your e-bills. If you have multiple e-bills to pay, you can schedule payments to all your accounts at one time from your E-bills page.

After a payment is scheduled, it appears with a status of Scheduled on the Payment Activity page. After we process the payment and send it to the biller, the status changes to Processed. The biller receives your payment on the payment date and credits your account. Sometimes, however, the biller may take a few days to apply the payment to your account.

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Q: How secure is my bill payment and personal information?



A: CheckFree's Online Service uses several methods to ensure that your information is secure:

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Q: How do I cancel my bill payment service?



A: Go to MyCheckFree Profile and click the My Service folder. On the My Service page, click Cancel Your Service at the bottom of the page. Before you cancel your service, keep in mind the following:

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Q: How do I change my personal information?



A: It's important to keep your personal information up to date so that we can contact you if necessary. You can review your personal information on the Personal Information page in MyCheckFree Profile. Click Change in the section that contains the information you want to change.

Note
You cannot make any changes to your personal information for seven days after you sign up. When you sign up, we send you a letter to confirm your registration. The seven-day wait period allows time for the letter to reach you.

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Q: Why do you need my Social Security Number?


A: We use this information to help verify your identity and to ensure that your payment account information is as secure and accurate as it can be.

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Q: I have a question about how to use one of the features in CheckFree's Online Service.



A: CheckFree's Online Service can help answer questions about how to use the service as follows:

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Bank Account Confirmation

Q: How does account confirmation work?



A: After you sign up or add a new bank account from CheckFree's Online Service, we send two small deposits and one withdrawal to your account. (The withdrawal is the sum of the two deposits.) The deposits and withdrawal appear on your monthly statement from your financial institution (either online or mailed to you) with CheckFree's Online Service AcctConfrm in the description.

When your account confirmation deposits and withdrawal appear on your monthly statement, go to the Payment Account Information page and click Confirm next to the bank account you want to confirm. On the Bank Account Confirmation page, type the deposit amounts in the appropriate boxes. If the deposit amounts you type match the deposit amounts in our records, then your account is confirmed.

Note
If you wait longer than 45 days to confirm your bank account, you can't send any payments from the account until you confirm it. If you exceed the number of attempts you have to confirm your account or there is a problem when we try to send money to your financial institution to confirm your account, you must print and mail us a form. To go to the form you can print and mail, click Contact Us next to the bank account you want to confirm.

You can only have one unconfirmed account at a time. This includes any bank accounts with a status of Confirmation Locked, Confirmation Failed, or Expired. After you reach the total allowed within a 12-month period, we no longer allow you to add bank accounts without first confirming an existing account.

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Q: I don't have any confirmation amounts on my statement from my financial institution. What should I do?



A: Keep in mind that it can take up to a month for the bank account confirmation deposits and withdrawal to appear on your monthly statement. The account confirmation deposits and withdrawal are identified with AcctConfrm in the transaction description.

Some other ways that you can get this information are to check your account statement online or to call your financial institution and ask for the account confirmation deposit amounts.

If your financial institution has no record of the account confirmation deposits and withdrawal, go to the Payment Activity page to locate the account that shows confirmation deposits. Check this account number against the account number shown on your monthly statement or online statement. If the account numbers don't match, you can either confirm the bank account listed on the Payment Activity page or correct the bank account number.

To make the correction, add a new bank account with the correct account number on the Payment Account Information page. After adding the new bank account, be sure to delete the incorrect account on the Payment Account Information page.

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Q: What can I do with an unconfirmed bank account?



A: You can make payments from an unconfirmed bank account for the amount due on your bill, as long as the payment doesn't exceed the cumulative limit we set for an unconfirmed bank account. If the payment amount does exceed the cumulative limit for an unconfirmed bank account, we display a message telling you what to do to make the payment. You can confirm the account on the Payment Account Information page. After you confirm a bank account, your payment limits are re-evaluated and you can use all the features of CheckFree's Online Service.

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Q: How can I change an unconfirmed bank account?



A: To change an unconfirmed bank account, you must add a new bank account with the correct information on the Payment Account Information page. After the new bank account with the correct information is confirmed, delete the incorrect bank account.

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Q: Why do I have limits for unconfirmed bank accounts?



A: This is for your protection in case someone is using your bank account without your authorization. When you confirm your account using information that only you or someone you authorize to use your account can know, then we re-evaluate your payment limits.

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FAQs About E-bills

About E-bills
Bullet What is an e-bill?

Receiving and Paying E-bills
Bullet How do I receive and pay e-bills from my biller?
bullet How can I receive e-bills from other billers?
Bullet How long does it take to receive e-bills from a biller?
Bullet Will I still receive a paper copy of my bill through the mail?
Bullet Can I store or view paid e-bills?

E-bills and Billers
bullet Can I add more than one e-bill to my e-bills list for the same biller?
Bullet What happens if I delete a biller account in CheckFree's Online Service?
Bullet How can I stop receiving e-bills from a biller?
Bullet How do I change my account information with a biller?

E-bill Problems
Bullet My e-bill is late or seems incorrect. What should I do?

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About E-bills

Q: What is an e-bill?


A: An e-bill (electronic bill) is an online version of a paper bill that you can view through CheckFree's Online Service. An e-bill usually contains the same information as a paper bill that is mailed to you.

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Receiving and Paying E-bills

Q: How do I receive and pay e-bills from my biller?



A: You can receive e-bills from any of the billers in our list of local and national billers. After you request e-bills from a biller and the request is processed, you receive a message letting you know that your e-bill service has been activated. An e-bill service request is usually processed within two billing cycles. New e-bills appear on the E-bills page.

You can pay one or more e-bills on the E-bills page. As with all CheckFree's Online Service payments, you control the payment amount, payment date, and the account the payment is withdrawn from.

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Q: How can I receive e-bills from other billers?



A: You can access a free online bill payment service, MyCheckFree.com, offered by Fiserv. Fiserv is the company that provides the payment processing services for CheckFree's Online Service. MyCheckFree.com provides access to hundreds of local and national billers that you can receive e-bills from. The best part is that when you sign up for CheckFree's Online Service, you are automatically signed up for the MyCheckFree.com service.

Steps To access MyCheckFree.com:

  1. Click the Go Scout! Find more bills link on your E-bills page.
    You access a page that introduces you to Scout and the basic features of the MyCheckFree.com service.
  2. Click Go Scout! Show me other available bills! to access the first page of the MyCheckFree.com Web site.
  3. From this page, enter the sign-in ID and password that you use to access CheckFree's Online Service. Because you're using CheckFree's Online Service, you're already enrolled in the MyCheckFree.com service.

Next, you'll need to select your e-bills and add your account information. Help is available from these pages to guide you through the process of adding your e-bills.

Once the billers activate your e-bill service, you can make your payments from your E-bills page.

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Q: How long does it take to receive e-bills from a biller?



A: It may take one to two billing cycles for a biller to process your request for e-bill service and for you to receive your first e-bill. After your first e-bill arrives, your e-bills should arrive on a regular schedule just like a bill that was mailed to you.

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Q: Will I still receive a paper copy of my bill through the mail?


A: It depends on the biller. Some billers stop sending a paper bill and only send an e-bill to your CheckFree's Online Service account. Other billers continue to send paper bills through the U.S. mail in addition to an e-bill to CheckFree's Online Service and an e-bill summary to your e-mail address.

You can review the biller's terms and conditions for e-bill service when you add the biller to your personal list of e-bill accounts. The terms and conditions provide information about your paper bills.

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Q: Can I store or view paid e-bills?



A: You can view all of your filed and paid e-bills from the E-bills page. Filed and paid e-bills are available online for 180 days (6 months). You can use your browser's print feature to print the bill if you want to keep long-term records.

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E-bills and Billers

Q: Can I add more than one e-bill to my e-bills list for the same biller?




A: Yes, you can add several e-bills for the same biller as long as you have different biller account numbers. For example, if your phone company provides your home phone service and your cellular phone service, you can add the two e-bills for the same phone company by typing a different account number each time.

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Q: What happens if I delete a biller account in CheckFree's Online Service?



A: When you delete a biller account in CheckFree's Online Service, we cancel your e-bill service for that account and notify the biller to stop sending e-bills. You can no longer pay any unpaid e-bills listed on the E-bills page for the deleted account, so you may want to pay unpaid e-bills before deleting the account.

It is possible, based on your billing cycle, that you could receive an e-bill after you've deleted a biller account. (You'll see the e-bill on the E-bills page, or receive the e-bill summary at your e-mail address.) If this happens, make sure to pay your bill by some other means, such as sending the biller a check.

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Q: How can I stop receiving e-bills from a biller?



A: To stop receiving e-bills from a biller, you must delete the biller's account in CheckFree's Online Service. After you delete the account, the biller is notified to stop sending e-bills.

It is possible, based on your billing cycle, that you could receive an e-bill after you've deleted a biller account. (You'll see the e-bill on the E-bills page, or receive the e-bill summary at your e-mail address.) If this happens, make sure to pay your bill by some other means, such as sending the biller a check.

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Q: How do I change my account information with a biller?



A: Some account changes can be made from the E-bills page of CheckFree's Online Service. Click View/Change next to the name of the biller whose information you want to change. To change your account number or the biller's ZIP Code, you must delete the biller account and re-add it with the correct information.

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E-bill Problems

Q: My e-bill is late or seems incorrect. What should I do?



A: If your normal billing cycle has passed and you still have not received your e-bill, contact your biller. Billers deliver e-bills much like they deliver your paper bills. Depending on billing cycles, the exact day you receive your bill each month may vary. Also remember that it can take at least one billing cycle before you receive your first e-bill from a biller.

If you have questions about an e-bill, please contact the biller directly. All the information on the e-bill comes directly from the biller, the same as a paper bill. When you pay the e-bill, you can change the payment amount.

If an e-bill amount is incorrect, make sure to contact the biller to avoid any late charges.

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FAQs for Payments

Payment Questions and Problems
Bullet What do I do if the biller has not received or credited my payment?
Bullet What do I do if I receive a late fee for a payment?
Bullet How can I confirm that a payment has been made?
Bullet How do I cancel a payment?
Bullet How do I change a payment?
bullet How do I know what the status of my payment is?
bullet How can I make payments to other billers?

Payment Process Questions
bullet How does a biller receive my money?
bullet Can I make payments from more than one payment account?
bullet What do I do with the part of the printed bill statement that I used to mail back with my payment?
bullet How do payments show up on my bank account statement?

Scheduling Payments Questions
bullet What is the earliest payment date I can schedule for a bank account payment?
bullet How far in advance of the due date should I schedule my payments?
bullet When is the money for the payment withdrawn from my bank account?
bullet When does a biller receive my payment?
bullet Why do you need one to two days to process a bank account payment?
bullet Can I pay e-bills automatically?

Bank Account Confirmation

Bullet How does account confirmation work?
Bullet I don't have any confirmation amounts on my statement from my financial institution. What should I do?
Bullet What can I do with an unconfirmed bank account?
Bullet How can I change an unconfirmed bank account?
Bullet Why do I have limits for an unconfirmed bank account?

Export File Question
Bullet I created an export file for my personal financial manager software, but some of my CheckFree's Online Service information is not in the file. Why?

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Payment Questions and Problems

Q: What do I do if the biller has not received or credited my payment?



A: Sometimes the biller may not credit your account immediately after receiving a payment. If the payment is not credited in a reasonable amount of time, take the following steps to resolve the problem:
  1. Wait five days after the scheduled payment date to see if the biller credits the payment to your account.
  2. If the payment is not applied to your account, call the biller's customer service department to see if they received the payment and credited your account.
  3. When you call, gather the following information from the biller:
    • The name of the person who assisted you with your payment question.
    • The phone number you called to contact the biller.
    • The date you called the biller to inquire about your payment.
    • The amount of any late fees or finance charges assessed.
  4. If you've received a late fee but scheduled your payment on time, ask the biller to waive any late fees or finance charges.
  5. If the payment is not credited to your account or if the biller won't waive late fees, find the payment on the Payment Activity page. Click View in the Payment column to access the View Payment page. Then click Inquire about this payment... to send us a message that includes the information you gathered from the biller.

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Q: What do I do if I receive a late fee for a payment?



A: If you've received a late fee or finance charge for a late payment that you scheduled on time, follow these steps:
  1. Call the biller's customer service department.
  2. When you call, gather the following information:
    • The name of the person who assisted you with your payment question.
    • The phone number you called to contact the biller.
    • The date you called the biller to inquire about the late fees.
    • The amount of any late fees or finance charges assessed.
  3. Ask the biller to waive any fees or finance charges.
  4. If the biller won't waive the fees or charges, find the payment on the Payment Activity page. Click View in the Payment column to access the View Payment page. Then click Inquire about this payment... to send us a message that includes the information you gathered from the biller.

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Q: How can I confirm that a payment has been made?



A: After the payment date, check the Payment Activity page to see if the status of the payment is Processed. If the status is Processed, then the payment has been sent to the biller.

You can also check to see if the payment has been withdrawn from your payment account. If you made the payment using a bank account, check your account statement for the withdrawal.

You can call the biller to see if they received the payment and credited it to your account. Sometimes it may take the biller a few days to credit your account.

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Q: How do I cancel a payment?



A: Go to the Payment Activity page and click Cancel next to the payment that you need to cancel.

Note: The only payments you can cancel are the payments with a status of Scheduled.

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Q: How do I change a payment?



A: Go to the Payment Activity page and click View/Change next to the payment that you need to change.

Note: The only payments you can change are the payments with a status of Scheduled.

If you overpaid the amount, contact the biller to request a refund or a credit toward your next payment.

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Q: How do I know what the status of my payment is?



A: Look for the payment on the Payment Activity page. The following list describes the statuses:

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Q: How can I make payments to other billers?



A: You can access a free online bill payment service, MyCheckFree.com, offered by Fiserv. Fiserv is the company that provides the payment processing services for CheckFree's Online Service. MyCheckFree.com provides access to hundreds of local and national billers that you can make payments to.

Steps To access MyCheckFree.com:

  1. Click the Go Scout! Find more bills link on the Payment Confirmation page.
    You access a page that introduces you to Scout and the basic features of the MyCheckFree.com service.
  2. Click Go Scout! Show me other available bills! to access the first page of the MyCheckFree.com Web site.
  3. From this page, enter the sign-in ID and password that you use to access CheckFree's Online Service. Because you're using CheckFree's Online Service, you're already enrolled in the MyCheckFree.com service.

Next, you'll need to select your e-bills and add your account information. Help is available from these pages to guide you through the process of adding your e-bills.

Once the billers activate your e-bill service, you can make your payments from your E-bills page.

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Payment Process Questions

Q: How does a biller receive my money?



A: For bank account payments, CheckFree's Online Service determines if the payment will be made electronically or by check based on whether the biller accepts electronic payments and other guidelines. For example, some billers cannot receive electronic payments, so a check is printed and sent to the biller. Whether a payment is made electronically or by check, the payment is processed to reach the biller on time.

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Q: Can I make payments from more than one payment account?



A: Yes, you can make payments from more than one bank account, such as a checking account, money market account, or brokerage account. The account number you select when making a payment is the account your payments are withdrawn from.

To add a new payment account, go to My Payment Accounts in MyCheckFree Profile and click Add Bank Account.

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Q: What do I do with the part of the printed bill statement that I used to mail back with my payment?



A: You don't need to do anything with your bill statement—billers do not need that portion of your statement. All of the information you provide when adding e-bills and scheduling payments is sufficient for the biller. If you want to, you can keep the statement for your own records.

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Q: How do payments show up on my bank account statement?



A: When you receive your bank account statement, the payments made through CheckFree's Online Service usually appear as electronic withdrawals (similar to ATM withdrawals) even if CheckFree's Online Service sends a paper check to the biller.

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Scheduling Payments Questions

Q: What is the earliest payment date I can schedule for a payment?



A: Some billers let you select a payment date as early as today (if today is a business day). Billers usually set a cutoff time for these payments and charge a fee for quick processing. Use the following list as a guide when you are selecting a payment date:
Q: How far in advance of the due date should I schedule my payments?



A: It is always best to schedule the payment to arrive a couple of days before the due date. This ensures that the biller has plenty of time to apply the payment to your account.

If you are making the payment from a bank account, keep the following points in mind about when the payment is actually sent to the biller:

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Q: When is the money for the payment withdrawn from my bank account?



A: If you make a payment using your bank account, the payment is withdrawn from your account on the payment date.

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Q: When does a biller receive my payment?



A: The biller should receive the payment on the scheduled payment date.

Note: It may take the biller a little longer to credit the payment to your account.

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Q: Why do you need one to two days to process a bank account payment?



A: When you schedule a payment to be paid from a bank account, we look at your payment to determine how it should be processed. For example, we check to see if the biller can accept an electronic payment or if the payment should be sent as a check. After we determine how to process the payment, you cannot make changes to it. The biller will receive the payment on the scheduled payment date.

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Q: Can I pay e-bills automatically?



A: Auto-Pay is an optional feature that enables you to pay some e-bills automatically. See the FAQs for Auto-Pay section for more information.

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Export File Question

Q: I created an export file for my personal financial manager software, but some of my CheckFree's Online Service information is not in the file. Why?



A: The payment information you export must meet the following conditions:

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Q: Why can't I use Auto-Pay to pay all e-bills?



A: A biller must have a system capable of receiving automatic payments. CheckFree's Online Service offers Auto-Pay for all billers who meet this requirement.

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Q: How do I turn on Auto-Pay?



A: If your biller offers Auto-Pay, you must set up a bank account in CheckFree's Online Service to make the payments from.

You set up the Auto-Pay options in your account information. You can select the Auto-Pay options when you change your account information on the View/Change Biller Account Information page.

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Q: What happens if the amount due for an e-bill exceeds the maximum amount automatically paid?



A: CheckFree's Online Service does not automatically schedule the payment, and you receive an e-mail notifying you that the e-bill's minimum amount due exceeds the maximum amount automatically paid. You will need to make the payment on the e-bills page or by some other means. If you think that the amount due is incorrect, contact the biller.

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Q: How do I change the maximum amount automatically paid for an Auto-Pay payment?



A: Go to your E-bills page and click View/Change next to the biller account you want to change. In the Auto-Pay section, type a new amount in the Only pay e-bills for less than this amount box and click Save Changes. Your changes are effective immediately.

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Q: Why was my e-bill paid late?



A: If a biller sends an e-bill late and the actual due date on the bill is before the earliest available payment date (remember CheckFree's Online Service needs a couple of days to process payments), Auto-Pay schedules the payment for the earliest possible payment date. Please contact your biller if an e-bill arrives late and you are charged a late fee.

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