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Frequently Asked Questions

Online Bill Pay

View the Bill Pay Demo

How does Online Bill Pay work?
When you first begin using the service, set up your payee list by adding the payees to whom you want to make payments. You only need to add each payee once. When you make a payment, you specify the date that you want the payment to reach the payee. After a payment is scheduled, it appears as Scheduled in the "Payment Activity" section. After we begin to process your payment, the status changes to Processed. The payee receives your payment and credits your account.

Do I need to contact the payees I decide to pay with Online Bill Pay?
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.

What is due date processing?
When you schedule a payment you specify the date that you want the payment to reach the payee. The payment is processed 4-5 days prior to this date. The funds will be withdrawn from your account on the due date.

How can I confirm that a payment has been made?
After the payment date, check the "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 You can also check to see if the funds have been withdrawn from your checking account. For example, review your checking account history through Web Access Internet Banking 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.

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:

  • Wait five days after the scheduled payment date to see if the payee credits the payment to your account.
  • 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. When you call, gather information from the payee (i.e. name of person assisting you, phone number, amount of late fees, etc.).
  • 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.
  • If the payment is not credited to your account or if the payee will not waive late fees, find the payment in the "Payment Activity" section. Click "View" in the Payment column, then click "Inquire about this payment" to send us a message that includes the information you gathered from the payee.

How does a payee receive my money?
Online Bill Pay 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.

How do payments show up on my account statement?
When you receive your America First statement, the payments made through Online Bill Pay will appear as a Bill Payment even if Online Bill Pay sends a paper check to the payee. In some cases the paper checks are drawn against your payment account. When this is the case, the payments will appear on your account statement just like your other checks.

What is an e-bill?
An e-bill (electronic bill) is an electronic version of a paper bill that you can view online through Online Bill Pay.

When I log in to Online Bill Pay, my computer automatically redirects me to the login screen. Why is this occurring?
If you are using a pop-up blocker on your Internet browser, you will need to disable this feature before using Online Bill Pay. If you are trying to automatically enroll in Online Bill Pay and you're account is not in good standing you will need to contact the e-Support department at 1-866-224-2158 to be able to enroll in Online Bill Pay. If you are trying to enroll in Online Bill Pay using a business account you will need to visit our Business Bill Pay section to take advantage of our Business Bill Pay services.

Why do I receive the enrollment form even though I have already enrolled in the Online Bill Pay service?
For your security, you will be automatically logged out of Online Bill Pay after 20 minutes of inactivity. If you are not finished using Online Bill Pay simply log back in through the Web Access System.

Why do I receive an inactive warning message when I am using Online Bill Pay?
Since bill pay resides on a separate window, the Web Access screen can not monitor your activity and will display the warning message after periods of inactivity.