WebPay - Online Bill Payment Frequently Asked Questions

How do I enroll in WebPay? Simply click on the Bill Payments icon within WebBanking, complete the online registration form, and submit it with a click! Upon approval, you will receive an email indicating that your application has been approved. Within 1 to 3 business days, you will receive another email indicating that the Bill Payment feature is now active within WebBanking.
Do I need to be registered for WebBanking to use WebPay? Yes. For your safety, WebPay is located on the secure WebBanking platform. After your registration has been activated, you will need to use your password for WebBanking and answer the Challenge questions if necessary to access WebPay.
How do I register for WebBanking? From the home page, click on "Web Banking Sign In". On the next screen, click on “New User’s Click Here To Register Now” and follow the online instructions. You must call 1-800-782-4670 or 336-774-3400 or visit a branch to get your WebBanking access key. Then, log into WebBanking using your member number and password and enter the access key when prompted. You will only need the access key the first time you log into WebBanking.
From which account will my payments be made? Your WebPay payments must be deducted from a checking account that you designate at the time you register for WebPay. Payments can be made from multiple checking accounts that reside under the same member number. Equity Checking and Money Markets are excluded from using Web Pay services.
Is WebPay FREE? Yes.
What disclosures will I receive? All disclosures are provided electronically. Click here to access the online disclosures.

About WebPay

What is WebPay? WebPay lets you schedule and make payments as well as receive and pay bills online through Allegacy Federal Credit Union. You can pay anyone, anytime, anywhere in the United States, from your mortgage lender to your newspaper carrier. You can also set up repeating payments, such as a car payment or rent.
You can schedule single payments up to one year in advance. The only payments you cannot make through your bill payment service are court-ordered payments and state and federal tax payments.
How does WebPay work? There are two basic steps involved in using WebPay to make online payments:
Set up your payees. Schedule payments. When you first begin using the service, set up your payee list by adding the payees to whom you want to make payments. Some payees can also send electronic bills (e-bills). You only need to add each payee once. All of your payees are also listed on the Make Payments - Multiple Payments page, where you can quickly schedule payments.
When you make a payment, you specify the date that you want the payee to receive the payment. The earliest available payment date is four business days from today. Our WebPay Provider determines whether a payment is sent electronically or by check, based on whether the payee accepts electronic payments and other guidelines.
After a payment is scheduled, it will appear under the Pending Payments section. After the payment is processed, the status will appear under the Recent Payments section. The payee receives your payment on the payment date you specified and credits your account. Sometimes, however, the payee may take a few days to apply the payment to your account. This can occur if the biller has a processing period (you should be able to determine this by reviewing your monthly statement from the biller).
How secure is my bill payment and personal information? http://www.allegacyfcu.org/webbankingsecurity.html By clicking on this link, you will be able to view all security information in detail.
How do I cancel my bill payment service? To cancel your bill payment service, please contact Member Services at 1-800-782-4670 or 336-774-3400.
How do I change my personal information? To change your user account profile please contact Member Services at 1-800-782-4670 or 336-774-3400.
I have a question about how to use one of WebPay's features. WebPay can assist you in using its features as follows: This product contains help that is available on each page. Click the Help option located at the top right corner of the screen. There’s also an option to review FAQ’s from this screen.

E-bills

About E-bills

What is an e-bill? An e-bill (electronic bill) is an electronic version of a paper bill that you can view online through WebPay.
How does electronic billing work with WebPay? WebPay lets you make payments and receive and pay bills online through Allegacy Federal Credit Union. You can make payments to anyone, anytime, anywhere in the United States, from your mortgage lender to your newspaper carrier. The only payments you cannot make through your bill payment service are court-ordered payments and state and federal tax payments.
Electronic billing lets you receive electronic bills (e-bills) online through WebPay. Some payees are able to send e-bills to their customers. If you add a payee that is e-bill-capable, you have the opportunity to request e-bills from the payee.
Once your request has been authorized, you'll receive an e-bill from the payee within a month or so, depending on the payee's billing cycle. You can pay the e-bill directly, and you can continue to make single payments to the payee whenever you need to.
Is an e-bill the same as a mailed bill statement or invoice? An e-bill is a statement or invoice in an electronic format. E-bills typically contain the same information as your mailed statements.

Receiving E-bills

How do I receive e-bills? You can receive e-bills from payees that are e-bill-capable. If an E-Bill icon appears to the left side of the biller name, this means that the biller offers e-bill services. Once you request e-bills from a payee and the request is processed, you should receive a message in Messages stating that your e-bill service has been activated. E-bill service requests are usually processed within two weeks. New e-bills appear on the E-bills page as either paid or unpaid.
How long does it take to receive e-bills from a payee? It may take up to two weeks for the payee to process your request for e-bills. Once your request has been accepted, it may take a month or more, depending on the payee's billing cycle, before you begin receiving bills electronically.
Why do you need my user name and password to request some e-bills and not others? When you sign up to receive e-bills, the payee asks for information they must have to send and process e-bills for your account. Some payees require more information than others and this information may include your user name and password for the payee's web site. The user name and or password can be obtained by contacting the biller directly.
How do I know when I receive a new e-bill? The Unpaid E-bills page lists your new e-bills. A notice also appears on the Web Pay payment center screen to let you know when new e-bills arrive.
If you are waiting for an e-bill service request to be processed, check Messages periodically for a message stating that your e-bill service has been activated for the payee. When you receive the first e-bill depends on the payee's billing cycle.
Will I still receive a paper copy of the bill through U.S. mail? It depends on the payee. Some payees stop sending a paper bill and only send an e-bill to your WebPay account. Other payees continue to send paper bills through U.S. mail in addition to an e-bill to your WebPay account.
Can I store or view paid e-bills? You can view paid e-bills by going to E-bills and then clicking Paid E-bills. If you have an e-bill that appears within your Web Pay account and it has been paid, you can elect to file the bill. By clicking on the e-bill icon then choose the option to File the Bill. You can always use your browser's print feature to print the bill if you want to keep long-term records.
You can also view an e-bill for which you have a scheduled or canceled payment. However, you cannot view deleted e-bills.

Paying E-bills

How do I pay e-bills? You can pay one or more e-bills from the Unpaid E-bills page. For more information on paying e-bills, go to the help menu on the E-bills page. As with all WebPay payments, you control the payment amount and payment date.
Can I pay e-bills outside of WebPay? Yes, you can pay an e-bill by some other way (by check, for example). If you pay the e-bill by some other method, you can delete the unpaid e-bill from the Unpaid E-bill page. Once you delete the e-bill, you cannot view the bill or bill statement again through WebPay. Unpaid e-bills are never deleted automatically by WebPay. You can also print a copy of the e-bill for your long-term records using your browser's print feature.
Can I make more than one e-bill payment at the same time (can I combine payments going to the same payee)? No, for the e-bill payment to work properly, you must pay each e-bill individually.
Can I pay someone else's e-bills? No, the bill must be in your name or your spouse's name.

Payees and E-bills

How do I request e-bills from one of my payees? If a payee in your payee list can send e-bills, the Sign Up link appears in the E-bills column on the Payee Setup - Payee List page. Click this link to request e-bills. Remember, the payee may take a couple of weeks to process your request.
If you want to find out if a payee not in your list can send e-bills, try adding the payee. When you add a payee that is e-bill-capable, WebPay will automatically ask you if you want to receive e-bills. You can also click a link on the Add Payee page to view a list of all payees that can send e-bills. The symbol next to a payee's name indicates you can request e-bills from the payee.
Tip: We are always updating our list of payees that can send e-bills! If you added a payee that cannot send e-bills and later you notice that the payee can send e-bills, just click the Sign Up link next to the payee name in your payee list.
What if my request for e-bills is rejected? If your request for e-bills is rejected, you have a couple of options, which are listed below:
1. You can try to request e-bills again and make sure to enter your information (especially your account number) completely and accurately.
2. You can contact the payee to see if they can help you understand why they cannot send you e-bills. For example, some payees cannot send e-bills to customers in certain areas of the country.
What happens if I delete a payee who sends me e-bills? When you delete a payee who sends you e-bills, we automatically remove the payee from your payee list and send a message to the payee and ask them to stop sending e-bills. You can no longer pay any unpaid e-bills listed in the Unpaid E-bills page for the deleted payee, so you may want to pay unpaid e-bills before deleting the payee.
It is also possible, due to the payee's billing cycle, that you may receive an e-bill after you have deleted the payee. If you receive an e-bill after you have deleted the payee, you can add the payee again (without requesting e-bills) and make the payment from the Payment Center page, or you can pay the bill through U.S. mail.
How can I stop receiving e-bills from a payee? To stop receiving e-bills from a payee, go to Manage My Bills, choose the payee and then click Update E-Bill information. Select delete E-Bills to discontinue e-bill services. The payee is notified to stop sending e-bills. However, you may receive an e-bill after canceling e-bill service due to the payee's billing cycle. Make a payment to the payee from the Payment Center section to cover the e-bill or make the payment by some other means.
I want to change my account information with a payee. How do I do that? Some account changes can be made on the Payee Setup - Payee List page of WebPay. Click View/Change next to the payee you want to change. Changes to payee information may affect scheduled payments, including any repeating payments, e-bills, and Auto-Pay payments. To update scheduled payments with the new payee information, make sure to select Apply changes to these scheduled payments.
The account information that you can change may vary based on the payee's requirements. You cannot change the account number for a payee that is sending e-bills. To change account information that isn't listed on the Update Biller Information page, contact the payee directly.
I chose to stop receiving paper bills from a payee and now I want to start getting my bills mailed to me again. How do I do that? If you are currently receiving e-bills, and no corresponding paper bill, from a payee, you can start receiving paper bills again by canceling e-bill service for that payee.
I want to stop being prompted to only receive e-bills and not receive paper bills every time I pay an e-bill. How do I do that? There are two ways to stop seeing the prompts to only receive e-bills and not receive paper bills. Do one of the following:
1. When you are in the process of paying an e-bill, you can answer Yes to the questions to stop receiving paper bills.
2. You can change the settings for the payee. Go to Manage My Bills, select the name of the payee you want to change, and look in the Stop Receiving Paper Bills section for the available options.
Note: Some payees automatically stop sending you paper bills when you sign up for e-bills, so this prompt might not appear for every payee that you receive e-bills from.
What happens if I choose to stop receiving paper bills? When you choose to stop receiving paper bills from a payee and you agree to the payee's Terms and Conditions for receiving e-bills, we take care of notifying the payee to stop sending you paper bills in the mail. It can sometimes take up to a month to stop receiving paper bills, depending on the payee's billing cycle for your account.
We will notify you electronically when you have an e-bill, either by sending you a message or displaying a message when you sign in to WebPay. Check the settings on the Payee Setup page to see if we can also send you e-bill summaries by e-mail for this payee. After you receive notification that you have a new e-bill, you can pay the e-bill through WebPay, which saves you time and money, and helps the environment by eliminating paper bills.

E-bill Problems

The amount for an e-bill seems incorrect. What should I do? If you have questions about an e-bill, please contact the payee directly. All information on the e-bill comes directly from the payee, the same as when they mail you a paper bill. Remember that you control the payment amount when you pay the e-bill.
If an e-bill amount is incorrect, make sure to contact the payee to avoid any late charges. Look on your last bill for the payee's customer service phone number.
My e-bill is late. What should I do? If your normal billing cycle has passed and you still have not received your e-bill, contact your payee. Payees 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 over a month before you receive your first e-bill from a payee. Look on your last bill for the payee's customer service phone number.
I changed my user name and password at the payee's Web site and I haven't received any new bills. What should I do? Since you changed your user name and password with the payee, you'll need to update the same information in WebPay. Go to the Payee Setup - Payee List page and click View/Change next to the payee account that was updated. Then change the payee user name and password to match the new ones.
I forgot my password for a payee's web site. What should I do? Go to the payee's web site and follow the procedures to get the password. Then come back to WebPay and go to Manage My Bills section and then select the Payee name. Click on update biller information and then change the payee password as necessary.

Payments

Payment Questions and Problems

What do I do if the payee has not received or credited my payment? Sometimes the payee 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 payee credits the payment to your account.
2. If the payment is not applied to your account, call the payee'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 payee:
- The name of the person who assisted you with your payment question.
- The phone number you called to contact the payee.
- The date you called the payee to inquire about your payment.
- The amount of any late fees or finance charges assessed.
4. If you have received a late fee but scheduled your payment on time, ask the payee if they will waive any late fees or finance charges.
5. If the payment is not credited to your account or if the payee will not waive late fees, find the payment in Recent Payments section. View the Payment column to access the Payment Activity. You may contact Member Services at 800-782-4670 or 336-774-3400 to inquire of the payment status.
What do I do if I receive a late fee for a payment? If you have received a late fee or finance charge for a late payment that you scheduled on time, follow these steps:
1. Call the payee'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 payee.
- The date you called the payee to inquire about the late fees.
- The amount of any late fees or finance charges assessed.
3. Ask the payee to waive any fees or finance charges.
4. If the payee will not waive the fees or charges, find the payment in Recent Payments section. View the Payment column to review the Payment Activity. You may also contact Member Services at 800-782-4670 or 336-774-3400 to inquire of the payment status.
How can I confirm that a payment has been made? After the payment date, check Payment Activity to see if the status of the payment is Processed. If the status is Processed, then the payment has been sent to the payee. You can also check to see if the funds have been withdrawn from your payment account. For example, check your next statement for the withdrawal. Or you can call the payee to see if they received and credited the payment. Sometimes it may take the payee a few days to credit your account.
How do I cancel a payment? You can cancel a payment while its status is Scheduled. Once a payment's status is In Process or Processed, you can no longer cancel or change the payment. You can cancel payments from the Pending Payment section.
What do I do if a payment failed? Failed is a status that appears in Payment Activity if a payee returns one of your bill payments to us. The payee may have returned the payment because the information you provided when you added or updated the payee in your payee list wasn't sufficient for the payee to credit your account. You may consider making the payment by other means if it is close to the bill's actual due date.
If you have a failed payment, please take the following steps. These steps ensure that your payment information is attached to your message.
1. Go to Payment Activity and find the failed payment.
2. Click Inquire.
The Payment Activity - Payment Inquiry page opens. Use this page to tell us more about the problem with the payment.
3. Complete all of the boxes.
4. Click Send.
Your message is sent.
5. Click Close.
The Payment Activity page opens.
6. Check Messages in three to four business days for a reply.
7. If you are concerned about meeting the payment's actual due date, send the payment by check in the meantime.
How do I change a payment? If a payment status is still Scheduled, you can make changes to the payment. Go to Pending Payments and click Change/Cancel next to the payment that you need to change. Make changes to the amount or the payment date, as necessary.
Note: After a payment has started processing, you can no longer make changes to it. A payment has started processing if the payment status is anything other than Scheduled (for instance, In Process or Processed). If you overpaid the amount, contact the payee to request a refund or a credit toward your next payment.
How do I know what the status of my payment is? Look for the payment in Recent Payments section. The following describes the statuses:
Scheduled indicates that the payment is scheduled to be made.
In Process indicates that the payment is now being processed and cannot be changed or canceled. Payments can start processing two to four days before the scheduled payment date. Depending on the way the payment is processed, this status may not appear on the Payment Activity page.
Processed indicates that the payment date has arrived.
Canceled indicates that you canceled the scheduled payment.
Failed indicates that the payment was returned to us either because there was a problem when we tried to withdraw the payment from your payment account or because the account information sent with your payment was not enough for us to credit your account. This status can also occur when the payment account associated with the payment has been closed.

Payment Process Questions

How does a payee receive my money? WebPay determines if the payment will be made electronically or by check, based on whether the payee accepts electronic payments and other guidelines. For example, some payees, such as individuals, cannot receive electronic payments, so a check is printed and sent to the payee. Whether a payment is made electronically or by check, the payment is processed to reach the payee on time.
What is printed on the paper checks you send? The paper checks display the same information that you complete on the Make Payments page. This information includes:
- Your name
- Payee name
- Payee account number
- Payment amount
- Payment date
Note: In some cases the paper checks are drawn against your payment account. When this is the case, your payment account number will also appear on the check.
When does a payee receive my payment? The payee should receive the payment on the scheduled payment date.
Note: It may take the payee a little longer to credit the payment to your account.
When is the money for the payment drawn from my payment account? If the payment is sent electronically or by Corporate Check, the funds for the payment clear your account on the scheduled payment date. Otherwise, funds clear your account when the payee deposits or cashes the check. Keep in mind, however, that you should always have funds available to cover the payment on the scheduled payment date.
Can I make payments from more than one payment account? Yes, you can make payments from more than one payment account. The account number you select when making a payment is the account your payments are withdrawn from.
To add a new account, contact Allegacy Federal Credit Union at 1-800-782-4670 or 336-774-3400.
Can I make international payments? No, you cannot send a payment to a foreign address.
How far in advance of the due date should I schedule my payments? When making a payment, the first available payment date allowed by WebPay is four business days from today. The payment date is the date that the payment is due.
For example, if you have a bill due on the 15th of the month, go to Payment Center on the 11th of the month or earlier if the time period includes any weekends or holidays. This will allow you to schedule the payment date for the 15th. If you wait until after the 11th to schedule the payment, the payment date will have to be set later than the 15th and the bill payment may be late.
Scheduling pay dates sufficiently in advance of the due date on the bill allows enough time for the payee to receive the payment and credit it to your account.
Note: Whether the payment is electronic or sent by mail, payees may not always credit your account on the same day that they receive the payment. Allow for extra time in this situation so the payment is not considered late, or contact the payee.
What is the earliest payment date I can schedule for a payment? You can schedule payment dates four business days from today or later. The earliest possible payment date is indicated on the E-bills and Payment Center Calender. If you try to schedule a payment earlier, you are asked to reschedule the payment date at least four business days from the current date.
Why do you need four days to process a payment? Four business days before a payment's payment date, we look at your payment to determine how it should be processed. For example, we need to know if the payment is going to a payee that can accept electronic payments or if the payment should be sent as a check. After we determine how to process the payment, you can no longer make changes to it; your changes could affect how we would process the payment. The payee then receives the payment on the scheduled payment date.
What do I do with the part of the mailed bill statement that I used to mail back with my payment? You don't need to do anything with your bill statement—payees do not need that portion of your statement. All of the information you provide when adding payees and scheduling payments is sufficient for the payee. If you like, you can keep the statement for your own records.
How do payments show up on my payment account statement? When you receive your payment account statement, the payments made through WebPay usually appear as electronic withdrawals (similar to ATM withdrawals) even if WebPay sends a paper check to the payee.
Note: In some cases the paper checks are drawn against your payment account. When this is the case, the payments will appear on your payment account statement just like your other checks.
Are repeating payments scheduled automatically? Yes, payments are automatically scheduled based on the information you enter on the Recurring Payments page.
Can I pay e-bills automatically? Auto-Pay is an optional feature available for many payees that can send e-bills. If Auto-Pay is available, you can set it up when you add an e-bill-capable payee and sign-up for e-bills. If available, you can also add Auto-Pay later by changing the payee information from the Manage My Bills page.

Payees

What is a payee? A payee is any company, service, or individual you make payments to. Payees can be anyone who bills you, such as your phone company or credit card, or individuals, such as your landlord or newspaper carrier.
Who can I pay using my bill payment service? You can pay anyone in the United States that you would normally pay by check or automated debit, with the following exceptions:
- State and federal tax payments
- Court-ordered payments
Do I need to contact the payees I decide to pay with WebPay? No, you do not need to contact your payees if you use this service. We send each of your payments with your payee account number and payee information, so the payees are able to credit your account appropriately.
Can I add the same payee to my payee list more than once? Yes, you can add the same payee to your payee list more than once. You can add multiple payee accounts for the same payee as long as you have different payee account numbers. For example, if your phone company provides your home phone service and your cellular phone service, you can add the company as a payee twice by entering a different account number each time.
How do I find out if my payee sends e-bills? You can easily find out if your payee sends e-bills while you are adding the payee or after you have added a payee.
When you add a payee that is e-bill-capable, WebPay will automatically ask you if you want to receive e-bills. You can also click a link on the e-bill icon on the Payment Center screen. If a payee you have added to your payee list can send e-bills, the Sign Up link appears in the E-bills column on the Payment Center screen. Click this link to request e-bills.
Remember, the payee may take a couple of weeks to process your request to receive e-bills.
I chose to stop receiving paper bills from a payee and now I want to start getting my bills mailed to me again. How do I do that? If you are currently receiving e-bills, and no corresponding paper bill, from a payee, you can start receiving paper bills again by canceling e-bill service for that payee. This option can be found under Manage My Bills.
I want to stop being prompted to only receive e-bills and not receive paper bills every time I pay an e-bill. How do I do that? There are two ways to stop seeing the prompts to only receive e-bills and not receive paper bills. Do one of the following:
- When you are in the process of paying an e-bill, you can answer Yes to the questions to stop receiving paper bills.
- You can change the settings for the payee. Go to Payment Center screen, select the name of the payee you want to change, and look for the option to update electronic payments.
Note: Some payees automatically stop sending you paper bills when you sign up for e-bills, so this prompt might not appear for every payee that you receive e-bills from.
What happens if I choose to stop receiving paper bills? When you choose to stop receiving paper bills from a payee and you agree to the payee's Terms and Conditions for receiving e-bills, we take care of notifying the payee to stop sending you paper bills in the mail. It can sometimes take up to a month to stop receiving paper bills, depending on the payee's billing cycle for your account.
We will notify you electronically when you have an e-bill, either by sending you a message or displaying a message when you sign in to WebPay. Check the settings on the Payment Center page to see if we can also send you e-bill summaries by e-mail for this payee.
After you receive notification that you have a new e-bill, you can pay the e-bill through WebPay, which saves you time and money, and helps the environment by eliminating paper bills.

Auto-Pay

What is Auto-Pay? Auto-Pay is an optional feature available for many payees that can send e-bills. If Auto-Pay is available for an e-bill-capable payee, you have the option to select it. Auto-Pay automatically pays e-bills by scheduling the payment date in time for the payee to receive the payment by the e-bill's due date. Auto-Pay pays the e-bill's minimum amount due.
When you set up Auto-Pay, you can select to automatically pay the e-bill regardless of the payment amount, or you can select to set a limit on the amount automatically paid.
Why can't I use Auto-Pay to pay all payees? A payee must be able to send e-bills through this service and also have a system capable of receiving automatic payments. WebPay offers Auto-Pay for all payees who meet these requirements.
How do I turn on Auto-Pay? If Auto-Pay is available, you can set up Auto-Pay when you add a payee, or you can add it later by changing payee information from the Manage My Bills page.
What happens if the amount due for an e-bill exceeds the maximum amount automatically paid? If the minimum amount due for an e-bill exceeds the maximum amount set for Auto-Pay, WebPay does not automatically schedule the payment. You receive a message letting you know that the e-bill's minimum amount due exceeds the maximum amount automatically paid. Make the payment through the Payment Center page or Recurring Payments under Manage My Bills section, or by some other means. If you think that the amount due is incorrect, contact the payee.
How do I change the maximum amount automatically paid for an Auto-Pay payment? Go to Manage My Bills, and then click on the Biller name. Click on Update Auto Payments option. In the Auto-Pay section, type a new amount in the Only pay e-bills for less than this amount box. Your changes are effective immediately.
Why was my e-bill paid late? If a payee sends an e-bill late and the actual due date is before the earliest available payment date (remember WebPay needs a few days to process payments), Auto-Pay schedules the payment for the earliest possible payment date. Please contact your payee if an e-bill arrives late and you are charged a late fee.

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