More Online Bill Pay
FAQ's
Receiving Electronic Bills
How do I receive electronic bills?
When you add an electronic version of your bill, we send
the information as a request to your biller. After your
request has been processed, you receive an electronic
bill from the biller in a month or more, depending on your
billing
cycle.
Look for a message in your OnLine Bill Pay inbox that lets
you know when the biller has activated your electronic billing
service.
When you start receiving electronic bills, an electronic
bill icon appears next to the biller name in the Pay Bills
section of the Payment Center. You can also find electronic
bill information in the Payment Assistant. You can click
the electronic bill icon, or e-bill links in the Actions
section of the Payment Assistant, to view and pay your bill.
A reminder also appears below the bill that shows the amount
due and due date from your bill. The reminder appears as
soon as OnLine Bill Pay receives the bill from your biller.
Can I receive electronic bills through e-mail?
In some cases you can. Some companies that send us an electronic
version of your bill can also send you notification through
e-mail.
When you add an electronic version of your bill, you may
see the option to always e-mail the bill, which means that
your biller can send you e-mail notification of an electronic
bill. If this option does not appear, your biller does not
offer e-mail notification.
When your electronic billing service is activated, you receive
an e-mail message that contains the bill information and
a View/Pay button. After you click the button and sign in
to OnLine Bill Pay, you go to the Payment Center to pay your
bill.
Note: The e-mail messages are sent in HTML format. If your
e-mail software does not read HTML messages, your electronic
bills may not be easy to read.
If you do not select the option to receive e-mail notification
when you add an electronic version of your bill, you can
go to Manage My Bills, select the bill, and then select the
option to add e-mail notification of electronic bill.
How long does it take to receive electronic bills from a
biller?
It can take a week for the biller to process your request
for electronic bills. After your request has been accepted,
it can take a month or more to receive your first electronic
bill, depending on your billing cycle.
How do I know when a bill is due?
The following icons appear next to the biller name in the
Pay Bills section of the Payment Center.
This icon |
Appears when |
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You have an electronic bill that is due. |
This icon |
Appears when |
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One of the following conditions is true:
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You've added an electronic version of your bill,
but you haven't received your first electronic bill.
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You're receiving electronic bills from the biller,
but you don't have any bills due.
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The status of the bill is based on whether or not it has
been paid. When you receive a bill that you have not paid
or filed in OnLine Bill Pay in the past 45 days, the electronic
bill due icon appears. When you pay or file the bill, the
icon changes until OnLine Bill Pay receives the next bill
from your biller. If the bill is older than 45 days, the
icon changes as well.
Electronic bill information also appears in the Payment
Assistant. When you select a biller that sends electronic
bills, you may see tips related to electronic bills and a
link to view, pay, or file the bill if it is due.
Reminders also appear below the bill in the Pay Bills section
of the Payment Center. A reminder appears as soon as OnLine
Bill Pay receives the bill from your biller. It shows the
amount due and due date from your bill.
Will I still receive a paper copy of the bill through U.S.
mail?
It depends on the biller. Some billers stop sending you
paper bills when they start sending electronic bills. For
these
types of billers, you must agree to receive e-bills only
to activate your service. Other billers continue to send
paper bills in addition to your electronic bills. Some
billers let you choose whether you want to receive just your
electronic
bills or both electronic and paper bills.
Some billers offer a trial period to try electronic bills.
For a limited time, usually 90 days, you can receive both
electronic and paper bills. During the trial period, you
can choose to stop receiving your paper bills. If you don't
stop paper bills by the end of the trial period, your biller
will no longer send electronic bills.
How do I pay my bills before I receive electronic bills
from my biller?
Because it can take more than a month or two to receive
electronic bills through OnLine Bill Pay, you need to take
the bills
you receive directly from your biller and pay them at the
Payment Center. Have the bill on hand so that you can find
the payment amount and due date.
What happens if I pay a bill and then receive an electronic
bill from my biller?
If the payment has not been processed, you can cancel it.
You can then view the electronic bill and pay it. The new
payment is associated with the electronic bill.
If the payment has already been processed, simply wait for
the next bill to arrive and pay it. The processed payment
won't be associated with an electronic bill, but your subsequent
payments are.
If the payment was not associated with the first electronic
bill you received, that bill has an Unpaid status and the
electronic bill due icon appears next to the biller name.
To change the status, you can file the bill and add a note
about the bill's resolution.
I was receiving electronic bills, but I haven't received
any lately. What should I do?
Check the biller information in OnLine Bill Pay. The information
must match your biller's records. For example, if you change
your sign in information at the biller's Web site, you
must make the same changes in OnLine Bill Pay.
Check your OnLine Bill Pay messages. You receive notification
when OnLine Bill Pay cannot retrieve a bill from your biller
or the biller cancels your electronic billing service.
If the biller information is correct and you didn't receive
any messages about the bill, contact the biller.
My electronic bill is late. What should I do?
If your normal billing cycle has passed and you still have
not received your electronic bill, contact your biller.
Depending on billing cycles, the exact day you receive
your bill each month may vary. Also remember that it
can take over a month before you receive your first electronic
bill from a biller.
Note: If OnLine Bill Pay has a problem retrieving your bill,
you receive a message in your OnLine Bill Pay inbox that
provides details about the problem and instructions for resolving
it.
How can I stop receiving electronic bills from a biller?
You can stop receiving electronic bills in OnLine Bill
Pay anytime after the biller processes your request for them.
Go to Manage My Bills, select the bill, and then select
the option to stop an electronic version of your bill.
What happens when I stop receiving electronic bills?
You discontinue your electronic billing service and you
start receiving your bills directly from the biller again.
Quick Facts About Stopping Your Electronic Bills
It can take an entire billing cycle to receive bills directly
from your biller.
You may receive one or more electronic bills before the biller
stops sending them.
When you stop receiving electronic bills, you also stop any
automatic payments that you set up to pay them.
You can still pay your bills using OnLine Bill Pay, but you
won't be able to access your bill online at the Payment Center.
Stopping your electronic bills does not prevent you from
adding them again in the future.
E-bill Trial Period
If you don't stop paper bills by the end of the trial period,
your biller will no longer send electronic bills. You can
sign up again for electronic bills; however, you won't be
eligible to participate in another trial period.
Service Cancellations
Your biller may cancel your electronic billing service. In
this case, you receive a message in your OnLine Bill Pay
inbox that provides an explanation for canceling the service.
You must contact the biller to get your service reactivated.
OnLine Bill Pay may also cancel your electronic billing
service if it has tried unsuccessfully to retrieve your
bill several times. In this case, you receive a message
with instructions for resolving the problem.
What happens if I choose to stop receiving paper bills?
We notify the biller to stop sending you your bills directly.
When you start receiving electronic bills, an electronic
bill icon appears next to the biller name in the Pay Bills
section of the Payment Center. You can also find electronic
bill information in the Payment Assistant. You can click
the electronic bill icon or e-bill links in the Actions section
of the Payment Assistant to view and pay your bill.
A reminder also appears below the bill in the Pay Bills
section of the Payment Center as soon as OnLine Bill Pay
receives the bill from your biller. It shows the amount due
and due date from your bill.
If the biller sends your electronic bills in an e-mail,
you'll continue to receive the e-mails. You'll also receive
e-mail reminders for your bill.
I stopped receiving paper bills, and now I want to have
them mailed to me again. How do I do that?
You must stop your electronic bills. You can stop receiving
electronic bills in OnLine Bill Pay anytime after the biller
processes your request for them. Go to Manage My Bills,
select the bill, and then select the option to stop an electronic
version of your bill.
What happens when I delete a biller that sends me electronic
bills?
We automatically remove the biller from your bills list
and notify the biller to stop sending you electronic bills.
You
cannot pay any unpaid electronic bills you've received
from the biller.
If you receive an electronic bill after you deleted the
biller, you can pay the bill using OnLine Bill Pay by adding
the bill again. To have the payment associated with the electronic
bill, you must also add the electronic version of the bill.
You can also pay the bill by some other means, such as sending
a check.
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