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Q. Novice
Mode, what is it and how can I turn it On/Off?
A. The Novice Mode provides an extra level of on-screen help tips.
This mode is designed for less experienced Bill Payment users. To
turn the Novice Mode Off: 1. Click on the Novice Mode link to access
Customer Service. 2. Click the Novice Mode radio button Off. 3.
Click the Submit button. To turn the Novice Mode On: 1. Click on
the Novice Mode link to access Customer Service. 2. Click the Novice
Mode radio button On. 3. Click the Submit button.top
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Q. How
do I register for Bill Payment?
A. You may register for Bill Payment online via Online Banking.
The online method is invoked the first time you attempt to access
Bill Payment. First, you will be requested to read and accept Digital
Insight's authorization disclosure. Failure to accept the disclosure
terms prevents the registration process from proceeding. After the
disclosure is agreed to, you complete an online registration form.
After submission, the registration form is electronically forwarded
to Digital Insight for review. Digital Insight is responsible for
checking the information submitted and for assigning the payment
plan. If you try to enter Bill Payment during the application-processing
period, you will be shown a page requesting that you wait for the
acceptance notification.top of page
Q. When
can I start using Bill Payment?
A. After enrolling for Bill Payment you will first receive an approval
e-mail. Once your account has been enabled, you will receive an
activation e-mail indicating that you may log on to your Online
Banking session, and begin using Bill Payment.top
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Q. What
frequency of recurring payments is allowed?
A. The frequency of recurring payments can be weekly, bi-weekly,
monthly, semi-monthly, quarterly, semi-annually and annually.top
of page
Q. How
do I find my recurring payments?
A. Recurring payments are viewed by selecting View Payments. To
view recurring payments:
 1. Click the
payee name link. A popup screen appears showing the recurring payee
name, account ![]()
number, process date, confirmation number, payment status (i.e.,
pending-recurring), Payment frequency, and final payment date.top
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Q. How
do I check the status of a payment?
A. Bill Payment tells you the status of your payment on the View
Pending and History Payments page in the Status column. Please refer
to the Status definitions for more information.top
of page
Q. What
does payment status mean?
A. Payment Status indicates:
1. a payment
that is pending,
2. a payment
that has been sent.top of page
Examples of payment status:
1. A single
payment that is scheduled to be paid is shown as Pending-Single
2. A recurring
payment that has not been paid is shown as Pending-Recurring
3. A payment
that has been paid is shown as Payment Sent top
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Q. How
do I edit a pending payment?
A. To edit pending payments:
1. In the
View Payments screen, click the checkbox next to the payment to
be changed.
2. Click
on Edit Payments. The Edit Payment screen appears.
3. Click
the appropriate field and enter the changes. Note: If the payment
is a recurring type payment, the Change Date button will be seen.
If the payment is a one-time payment, the Change Date button will
not be seen.
4. Once the
changes are correct, click the Edit Payments button.top
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Q. What
does Estimated Total refer to?
A. The estimated total figure refers to the cumulative total amount
for pending payments only. Totaling begins by adding the first payment
to the next pending payment (by date), then to the next and so on.
The total amount of all pending payments is shown in green. The
'Estimated Total' value assumes no payments will be edited or deleted
and payment dates (pending and recurring) will be maintained.
top of page
Q. How
do I transfer funds?
A. Currently there is no method to transfer funds between accounts
using Bill Payment.top of page
Q. What
description will show on my account history?
A. If Digital Insight supports NACHA descriptions, then the NACHA
description will show. The ACH descriptor on the account history
gives specific information about the payee name, ACH post date and
the amount paid, which helps avoid confusion associated with unused
check numbers.top of page
Q. How
do I view my history payments?
A. Payment history is viewed in the View Payments screen. When first
viewed, payments for the past 15 days pending payments for the next
30 days are shown. For additional payment history:
1. Enter
a new date range using the Next Payment Date Range fields.
2. Click
on the Next Date Range button.top
of page
Q. How
far back can I view historical payments?
A. At least six months of payment history can be viewed online.
The Bill Payment processor maintains payment history for up to seven
years.top of page
Q. How
quickly is Bill Payment updated when a new payee is added or when
a payment account number is changed?
A. When you update payee information, the new information is available
immediately.top of page
Q.
Are annual summaries including amounts paid by category or payee
provided?
A. No special reports are included with the Bill Payment service.top
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Q. Can
I use Bill Payment with all my accounts?
A. No, only a single checking account may be used for payments.top
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Q. When
is Bill Payment available?
A. You may schedule payments 24 hours a day, seven days a week.top
of page
Q. How
are Bill Payment transactions reflected on my checking account?
A. All Bill Payment transactions are reflected as an ACH debit on
the account statement.top of page
Q. How
do I add new payees?
A. You add payees by using the Add Payee page.top
of page
Q. How
do I search for a payee?
A. To search for a payee:
1. Select
Payee.
2. Click
the Search for Payee button.
3. Click
the General or VISA or MasterCard entry fields and enter the payee's
name or the first 8 digits of the card number, as applicable.
4. Click
the Search for Payee button.
5. If the
payee's name is found on the database, click on the checkbox to
the left of the Payee's name.
6. Click
the Select Payee button, the Add Payee screen appears.
7. Add the
Payee's nickname and account number. The account number may be found
on the bill.
8. Click
the Add button, the Payee will be added to the list of Payees.top
of page
Q. Can
I sort my list of payees?
A. Payees are automatically sorted then displayed alphabetically
starting from the top of the page.
top of page
Q. How
do I delete a payee?
A. Pending payments must be deleted before a payee can be deleted.
To delete a payee:
1. Click
the View Payments button, the View Payments screen appears.
2. In the
fields under Next Payment Date Range, enter the "From" and "To"
dates for the pending payment.
3. Click
the Next Date Range button, all pending payments falling between
these selected dates will be displayed within the View Payments
screen.
4. Click
the checkbox next to the payment to be deleted.
5. Click
the Delete Payments button, the payment will be deleted from the
view payment summary.
6. Click
the Payee button.
7. Click
the checkboxes of the payee to be deleted.
8. Click
the Delete Payee button, a new screen appears showing payee(s) to
be deleted.
9. Click
the Cancel button to abort and return to the Payee list or;
10. Click
the Delete button to permanently delete the payee(s) from the payee
list. A deleted payee confirmation screen will confirm this payee
has been deleted.top of page
Q. How
long does it take to add a new payee to a payee list?
A. New payees added using the Add Payee page will be added to the
payee list immediately.top of page
Q. How
do I change a payee's information?
A. Only the Nickname and Account Number may be edited once a payee
is set up. To edit these items:
1. Select
Payees and your list of payees appear.
2. From the
Payee list, select the checkbox to the left of each payee to be
edited.
3. Click
the Edit Payees button and information on selected payees appears.
4. Fields
for Account Number and Nickname contain the current description
- edit fields you want to change.
5. Click
the Submit button and a confirmation page appears with the updated
information and a status indicating whether the change was successful
or not. Clicking the Continue button brings you back to the Payees
page where you can confirm the change.
In order to change the name
and/or address, the current payee must be deleted and a new payee
added (all pending payments must be deleted first). Please refer
to the FAQ above for more information on deleting payees.top
of page
Q. What
happens if the payee name changes?
A. If your payee changes names, send the new payee name via E-mail
to the Bill Payment processor. Payee name changes will be updated
by the Bill Payment processor.top
of page
Q. Why
do I get the Duplicate Payment Warning?
A. Duplicate Payment warnings are caused by scheduling a payment
on the same date, for the same amount, and to the same payee. The
system will not allow you to schedule duplicate payments.
top of page
Q. If
I receive an error message while scheduling payments, how can I
be sure the payments are actually scheduled?
A. Return to the View Payments screen and verify your payment has
been scheduled. From the View Payment screen, you may edit, delete,
or re-schedule your payment(s). Make sure that you are viewing the
relevant date range.top of page
Q. How
do I schedule recurring payments?
A. To schedule recurring payments:
1. Click
the Schedule Payments button, the Schedule Payments screen appears
showing current payees.
2. Click
the checkbox next to the payee to receive recurring payments.
3. Click
on the Amount field, then type in the amount of the payment. Do
not include a dollar sign or comma.
4. Press
the Tab key or click the Recurring Date button, the Payment Date
screen appears.
5. Select
the frequency of payment from the appropriate Payment Date drop-down
menu. Note: Entering payment data into any field causes the associated
payment type to be selected. For example, selecting Monday from
the drop-down box in the weekly field will cause the recurring payment
radio button to be selected. Likewise, entering a date into the
single payment date field causes the single payment radio button
to be selected. This is done to provide visual feedback to the user
of what type of payment has been selected.
6. In the
Final Payment Date field, enter the date of the last recurring payment.
Use the Tab key to navigate through the date fields.
7. Click
the OK button, a Payment Confirmation screen appears indicating
payment was successfully scheduled.top
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Q. How
do I skip a recurring payment
A. Recurring payments cannot be skipped, only deleted.top
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Q. How
do I delete a recurring payment?
A. CAUTION, deleting a recurring payment deletes all pending payments
associated with that recurring payment. To delete a payment:
1. Click
the View Payments button, the View Payments screen appears.
2. In the
fields under Next Payment Date Range, enter the "From" and "To"
dates for the pending payment.
3. Click
the Next Date Range button, all pending payments falling between
these selected dates will be displayed within the View Payments
screen.
4. Click
the checkbox next to the payment to be deleted.
5. Click
the Delete Payments button, the payment will be deleted from the
view payment summary.
6. Reschedule the new payment.top
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Q. What
happens if sufficient funds (Non-sufficient funds or NSF) are not
available in the account used for Bill Payment?
A. If a 'non-sufficient funds' condition exists, the debit will
be returned via banking channels. The ACH return will prompt the
system to block your Bill Payment account, preventing you from making
more bill payments until the NSF condition is resolved. Any future
dated recurring payments scheduled for release during the time the
account is blocked will not be sent.top
of page
Q. Can
I use Microsoft Money or Quicken to pay bills?
A. No. Bill Payment does not support Microsoft Money or Quicken.top
of page
Q. Can
I use Bill Payment internationally?
A. Bill Payment provides you with peace-of-mind when you are traveling
for an extended period of time. If you have Internet access with
a secure browser, you may pay your bills while out of the country.
Payments may only be made to payees within the fifty United States
and territories.top of page
Q. Can
I use Bill Payment from outside the U.S.?
A. You may pay bills from outside the U.S. if you are using a compatible
browser. Payments may only be debited from U.S. bank accounts and
may only be made to payees inside the U.S.top
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Q. Can
I pay bills to payees outside the U.S.?
A. No. Payments cannot be made to Payees outside the U.S.top
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Q. Is
there a limit to the number of Bill Payment accounts I can set up?
A. Yes, you are limited to one Bill Payment account.top
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Q. When
are funds debited from my checking account?
A. On the process date, the Bill Payment processor generates an
ACH debit (in the amount of the bill payment) to your checking account.
Your checking account will be debited within two banking business
days.top of page
Q. What
do payees actually receive?
A. Electronic payees receive payment information in an electronic
format that credits their account. Non-electronic merchants or individual
payees receive a laser-printed paper check sent through the U.S.
Postal Service.top of page
Q. When
may bill payments be scheduled for processing?
A. The Bill Payment processor processes payments on all days excluding
Sundays and Federal Reserve Board recognized holidays. In cases
where a payment gets scheduled on a Sunday (this can potentially
happen on a recurring payment), the payment is processed on the
day before (Saturday). If you happen to be setting up the payment
on this particular Saturday, the bill payment will be processed
on the next banking business day. Also, please note that weekly
recurring payments may not be scheduled on Saturdays.top
of page
Q. How
is the payment deducted from my checking account?
A. The payment is deducted by direct ACH debit.top
of page
Q. Are
payments made electronically or by check?
A. Payments are made either by paper check or electronically by
ACH credit. The method employed on any single payment depends on
whether the Bill Payment processor has established an electronic
payment relationship with the payee and they are found on the electronic
payee database.top of page
Q. Who
can be paid using the Bill Payment user interface?
A. Anyone in the fifty United States and territories who can accept
a check, with the exception of tax payments (such as federal, state
and local), court-directed payments (such as alimony and child support)
and any other government related payments.top
of page
Q. Can
I pay my bills on the weekend?
A. You may set up your payments during the weekend. However, Bill
Payment prohibits you from scheduling a single payment and the first
of a recurring payment on the same weekend. This is because payments
scheduled for Sunday are processed the day before. Therefore, when
scheduling payments on a weekend, the first day you may schedule
payments (single payment or the first of a recurring payment) is
the first business day following the weekend.top
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Q. What
is the lead-time for processing payments?
A. The payee will be in receipt of payment within three (3) banking
business days for an electronic payee and five (5) banking business
days if the payee is paid by check.top
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Q. How
are multiple bill payments within a single day debited?
A. Each bill payment is debited separately.top
of page
Q. Explain
the timing of payment debits and credits.
A. All debits and credits are sent out (at the same time) on the
process date you designate.top of
page
Q. Does
the Bill Payment processor use a 'process date' or 'due date' processing
model?
A. The Bill Payment processor uses the 'process date' model. Under
the process date model, payments are initiated on the process date
you designate. Special rules govern when payments are processed
for particular days, so please refer to the Schedule Payments/Bill
Pay Help section. The process date model is advantageous because
it reduces confusion about the timing of the payment debit and when
payees are in receipt of payment.top
of page
Q.
How are check payments processed?
A. All checks are drawn on one of the Bill Payment processor's clearing
points.top of page
Q. Does
the Bill Payment processor have payment amount limits?
A. The Bill Payment processor has a payment cap of $ 9999.00, regardless
of how the payment is disbursed. The Bill Payment user interface
limits the entry of payment amounts greater than this amount.top
of page
Q. If
I select an erroneous electronic payee and this causes a posting
delay and late charge, what is the process and who bears the burden
of the late charge?
A. If you select an electronic payee address that matches your payment
coupon exactly and the Bill Payment processor routes the payment
to a different payment center, the Bill Payment processor is responsible
for the late charge and will reimburse any payee-imposed late fees,
up to $50.00. If you select an electronic payee with an address
that is different from that indicated on the payment coupon, you
are responsible for the late charge. You always have the option
to manually set up a payee with the (correct) address found on the
payment coupon.top of page
Q.
How do I place a 'stop payment' on a bill payment?
A. A payment may be edited or deleted anytime before the payment
is processed. For stop payment requests initiated after processing,
you must contact the Bill Payment processor Customer Support. Payments
remitted electronically cannot be stopped.top
of page
Q. Who
handles Customer Support for Bill Payment?
A. The Support Inquiry section of Customer Support provides examples
and a method to contact Customer Support by e-mail or telephone.
Links to Customer Support Inquiry are displayed at the bottom of
most Bill Payment pages.top of page
Q. What
are the Bill Payment processor's support hours?
A. Customer support hours includes telephone coverage for the following
periods:
Monday-Friday:
7:00 a.m. - 9:00 p.m. CST (8:00am-10:00pm EST)
Saturday:
8:30 a.m. - 5:00 p.m. CST (9:30am-6:00pm EST)
Sunday: Closed
top of page
Q. What
if my account information is incorrect?
A. To change your address and phone number, you must contact HHCU
directly.top of page
Q. How
do I close my Bill Payment account?
A. Contact Hoosier Hills Credit Union for information to close your
Bill Payment account.top of page
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