Bill Pay Upgrade FAQs

Here are the changes we have already made:

• Your payees, payment history, pending payments, and recurring payments have been transferred automatically. You do not need to manually re-add any of your billers or history.
• Both the biller nickname and the full official name of the biller are now displayed on both online banking and mobile.
• It's easier to find your upcoming and past payment history under "Payment Activity"

We are listening to customer feedback and continually working to deliver even more improvements to the new bill pay experience:

• Ensuring that your payments arrive faster to your biller by converting payments from paper check to electronic and more.
• Adding your checking account balance, so that you can see your balance while making a payment.
• Improving your view in bill pay, so you can see more billers all on one screen.

Your upcoming and historical payments can be viewed both in Online Banking and in the Mobile App.

Online Banking Option 1: Click into Pay Bills > Payment Activity tab in Bill Center > select filter option update the date range and apply filters > scroll down to view Paid/Pending and view up to 6 months of your historical payments.

Online Banking Option 2: Click into Pay Bills > Manage Billers tab in Bill Center > choose a payee, select the three dots, then select view activity, to view up to 6 months of your historical payments.

Mobile App: Open the Mobile App, select Pay Bills > scroll down to see Mailed Payments and Completed Payments, up to 60 days.

For electronic payments, funds are withdrawn one day before the payment due date. This ensures that the payment can be processed on time and that sufficient funds are available in your account. For paper check payments, funds are withdrawn whenever the recipient cashes the check.

Electronic payments

Electronic payments are payments that are remitted to the biller via the ACH network and are delivered electronically. No paper checks are required.

You do not necessarily need to enroll in eBills in order for your payments to be remitted electronically.

Please note that not all payees accept electronic payments. You can determine if your payee accepts electronic payments or not by hovering your mouse over the bottom left icon in the biller view on the Pay Bills tab in online banking.

 eBills

eBills are an optional functionality within bill pay that give you the ability to receive upcoming bill due reminders as well as PDF's with the official biller logo and information.

You do not need to enroll in eBills for your bills to be paid electronically. This is optional.

Not all payees offer eBills. You will know if your payee offers eBill enrollment by viewing the "Link eBill" blue tile above the biller name.

Please note that each payee has a different mechanism for eBill enrollment. In order to ensure this enrollment is as smooth as possible, please come prepared with your full payee information and credentials to connect it successfully.

As part of our new bill pay upgrade, some billers are temporarily classified as paper-check billers. Rest assured, our teams are working around the clock to convert as many of these billers to electronic as we can.

If you know your biller accepts electronic payments, as a workaround, you can delete your biller and re-add them. This will ensure the payment is delivered electronically.

Additionally, bills can only be sent electronically if your account information is accurate. Please double-check your account number and remittance address to ensure that it matches the last statement from your biller. If it doesn't, there is a high likelihood that this biller will remain paper-check based and will not be able to be converted to electronic.

Enrolling in eBills is an optional service that allows you to view your PDF bill from your biller. Connecting to an eBill is akin to logging into that biller's website directly. Each biller has their own authentication requirements and sets their own login policies. In some cases, you may need to input your account number. In other cases, you might need the full username and password of that biller's website. To successfully enroll, please come prepared with your account information.

Please note that we understand this enrollment process is not as smooth as you would like, and we are working hard to make improvements where we can.