F.A.Q                           Exit Payment Center


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.User Name Questions

Q.What is my user name?

    A.Your user name is the optional username you chose during the registration process. User name can be set up any time after you registered.

Q.Where can I find my user name?

    A.If you can't remember your user name you will need to contact your local office to retrieve it. You can also use your account number to login.

Q.Why won't it accept my user name?

    A.Make sure your user name is case sensitive, between 6 and 16 characters in length and that there are no spaces or special characters. If you continue to have problems contact your local office.

.Account Number Questions

Q.What is my account number?

    A.Your account number is a 10 digit number that is on your monthly statement.

Q.Where can I find my account number?

    A.Your account number can be found on your Statement.

Q.How long is my account number?

    A.Your account number is 10 digits long.

Q.What if my account number is less than 10 digits?

    A.If your bill does not contain all 10-digits of your account number or if you were not given all 10 digits of your account number by a representative you must call your local office to retrieve your entire 10 digit account number.

Q.What if I move and get a new account number?

    A.If you are given a new account number, you must register as a new user regardless if you were already enrolled with your old account number.

.Password Questions

Q.What if I have forgotten my password?

    A.If you have forgotten your password, please click on the "forgot password" link and enter your account number then follow the instructions.

Q.How do I change my password?

    A.Click on the change password link. Please note that the password for your online payment tool is different from your company website password. You will be prompted to fill in your old password as well as the new password in order to update your password. If you have forgotten your password, click on the Forgot Password link on the login page and follow the directions.

Q.How long should my password be?

    A.Your password should be between 6 and 16 characters.

Q.How can I make my password secure?

    A.Include upper case and lower case letters, characters and numbers. Do not use special characters like " / , . ' ! @ # $ % ^ & * ( ) -Do not make your password a normal dictionary word. Also, do not make your password something that is easily guessed, like a birthday, or your name.

Q.How often should I change my password?

    A.You should change your password every 45-60 days.

Q.Is my Online Payment Center password the same as my service provider website password?

    A.No, your service provider website and the Online Payment Center are completely separate systems. Your password for your service provider website and the Online Payment Center are not the same. You should use a different password for the Online Payment Center than the one you use for your service account for added security.

.Registration Questions

Q.How do I register?

    A.From the Logon Page Click on the link "Click here to register".

Q.Where can I find my account number?

    A.Your account number can found on your monthly bill and is 10 digits long.

.Account Summary Page Questions

Q.Can I view my statement/bill?

    A. If your company provides this service, you will see a View/Print tab. If present, select a date and click on Go.

Q.How can I make payment?

    A. To make a single payment, click on the Make Payment link. Choose a payment method. Click the Continue button. Confirm the information on the payment method is correct and click Continue. Finally, review the details of the payment that is about to be made and click on the Submit Payment button.

Q.How do I edit a recurring payment?

    A. Click on the Edit Recurring Payments Link (this can be found on the Account Summary page). Then, select the desired payment method. If the payment method you would like to use is not listed in the drop down list, click on the add/edit payment method link and add or edit a payment method. After you select the desired payment method, submit your request.

Q.How can I cancel scheduled payment?

    A. Click on view/cancel in the history section and then on cancel a scheduled payment

.Update E-Mail Page

Q.How do I update my E-mail address?

    A.From the account summary page, click on the change email link, enter new email address. Confirm email address and click on submit.

.Payment Questions

Q.How can I make a payment?

    A.To make a single payment, click on the Make Payment link. Choose a payment method. Click the Continue button. Confirm the information on the payment method is correct and click Continue. Finally, review the details of the payment that is about to be made and click on the Submit Payment button.

Q.What does it cost to make a payment?

    A.NOTHING!!! Payments made using the Online Payment Center and recurring payments are absolutely free.

Q.Can I post date (schedule) my payment?

    A.Yes, by using schedule payment option you can pick the date to have the payment processed.

Q.Why did I receive a late charge, even though I made my payment by the due date on my statement?

    A.Payments made using the Online Payment Center will be posted to your account within two business days. If you have further questions regarding late charges please contact your local office.

Q.Why does my service provider say they haven't received my payment even though I have a confirmation number?

    A.Your payment will be posted to your account within two business days. Your service provider Representatives will not be able to see your payment until it is posted to your account.

Q.What is the confirmation number for?

    A.Your confirmation number allows our staff to look up all the details regarding a payment you have made using the Online Payment Center or Recurring Payments.

Q.What if I made a payment by mistake?

    A.Please contact your local office for assistance if you made a payment by mistake. The Recurring Payments office is unable to refund a payment.

Q.What do I do if I made a payment online, then took my payment to my local office also?

    A.Please contact your local office for assistance if you made a payment by mistake. The Recurring Payments office is unable to refund a payment.

Q.What do I do if I made a payment, even though I am on Recurring Payments?

    A.The payment will reflect as a credit on your next statement if you have over paid your account balance. If you need to have a payment refunded please contact your local service provider office for assistance.

Q.Can I make a payment different from my balance due?

    A.Yes, you may pay any amount you like. If you pay under your account balance there will still be an amount due. Please note that if the remainder of the balance is not paid by the date due on your bill statement, you may incur late charges. If you pay over your balance it will be reflected as a credit on your account.

Q.Will I be notified if Recurring Payments is unable to process my payment?

    A.We will attempt to notify you via email if we are unable to process your Recurring Payments payment. To be certain, however, you should review your payment history after the scheduled payment to confirm the payment was successful.

Q.Is it my responsibility to be sure that my payment was made?

    A.Yes, it is your responsibility to be sure your payment was made. We will make every attempt to make your payment, but there can be circumstances that prevent us from making your scheduled Recurring Payments payment. Please check your payment history in the payment tool to confirm that your payment was successful.

Q.Can I make a one time payment online?

    A.Yes, click on the Make Payment link to make a secure one-time payment online.

Q.Why hasn't my balance changed even though I made a payment online?

    A.It takes between one and two business days to process your payment. Once your payment has been processed it should be reflected in your balance.

Q.How can I cancel my scheduled Payment?

    A.From the account summary page, in the history section, locate the payment you need to cancel. Click the view/cancel link and follow the instructions.

.Recurring Payments Questions

Q.How does Recurring Payments work?

    A.1. Choose a payment day that is four to ten days before the payment due date shown on your monthly bill statement.
2. Choose a payment method
3. On the day you have chosen to have your payment made, Recurring Payments will initiate a debit to the payment account you have chosen as a payment method.
Within one to two business days, the payment will be posted to your service account. If your payment method is a credit card, you will be notified by email if your payment fails. If your payment method is checking or savings, it could take from one to five days for your payment to reject and you will be notified by email when this occurs.


Q.I stopped Recurring Payments. I wish to start it again. What do I do?

    A.Click on the Recurring Payments - Recurring Payment Link. Choose your payment method and payment day and submit your request. It's that simple.

Q.If I stopped Recurring Payments does that stop my telephone service?

    A.No. You must still contact your local office to discontinue your service.

Q.If I stopped telephone service do I need to stop my Recurring Payments service?

    A.Yes, you must cancel your Recurring Payments service if you discontinue your service. This will ensure security for your account, and prevent possible charges to your account.

Q.Why was my Recurring Payments payment not made as scheduled?

    A.There are a variety of reasons that your payment may not have processed as scheduled. Recurring Payments are only processed on business days. If it is a holiday, or weekend your payment will be delayed until the next business day. There is also a possibility that the payment declined.

Q.How do I change the day my payments are made?

    A.Click on the Recurring Payments - Recurring Payments Link. Then, select the desired payment day and submit your request. Keep in mind, that you must keep your payment day between four and ten days prior to the due date shown on your statement.

Q.How do I change the payment method used for Recurring Payments?

    A.Click on the Recurring Payments - Recurring Payments Link. Then, select the desired payment method. If the payment method you would like to use is not listed in the drop down list, click on the add/edit payment method link and add or edit a payment method. After you select the desired payment method, submit your request.

Q.What happens when my payment day falls on a weekend or holiday?

    A.When your payment day falls on a weekend or holiday, your payment will be made on the following business day.

Q.How do I update the expiration date on my credit card?

    A.To update the expiration date on your credit card for recurring payments, you will need all of your credit card information available. Click on Recurring Payments link. Click on add/edit credit card. Enter your information with the new expiration date.

Q.When I registered, I was asked to print a form and return it for Recurring Payments. How do I know when my Recurring Payments service will begin?

    A.Click on the Recurring Payments - Recurring Payments Link. If you do not see a message informing you that your Direct Pay service is pending the arrival of your signature, you can assume we have received your signed authorization and that Direct Pay service has been activated.

Q.Why don't I see the payment that Recurring Payments is making today in my history?

    A.If Recurring Payments is making your payment today, it may not show in your payment history until after daily processing at 3:00PM Central Time.

Q.What do I do if I made a payment, and Recurring Payments also made a payment?

    A.Please contact your local office for assistance if you made a payment by mistake. The Recurring Payments office is unable to refund a payment.

Q.When should I set Recurring Payments to make my payments?

    A.You should choose a payment day that is four to ten days before the due date on your monthly statement. If the day you chose is not within this window you may run the risk of late or delinquent payments.

Q.Why wasn't my Recurring Payments payment made?

    A.There are various reasons your payment was not made. If you believe that your payment was not made, and it should have been, please contact your local office.

.Manage Payment Accounts Questions

Q. How can I change my checking account number?

    A. From the manage payments screen locate the account information you would like to update click edit, enter ABA number and bank account number, click on submit.

Q. How can I add a new payment method?

    A. From the manage payments screen, click on either add a bank account or add a credit card option. After you have entered the information, submit the request.