Frequently Asked Questions
We’ve listed answers to frequently asked questions about our electronic billing service below. If you need more information or an answer to a question not covered here, please contact customer service at 216.636.8500 or toll-free 877.236.2247.
1. Which browsers do you support?
With exceptions, we support Netscape Version 6 and Internet Explorer (IE) Version 4 or higher, because these versions support "strong" encryption. (Encryption allows us to encode your information so that no one else on the Internet can read it.)
Note that...You must be using 128 bit encryption, and it must be turned on in your browser. (See your browser’s online help for more information.)
JavaScript must be enabled in your browser. Normally, it’s turned on by default, although you can disable it.(See your browser’s online help for more information.)
Exceptions, as noted above, include:
- Internet Explorer 4.5 for Macintosh. This browser has problems that may break this site. We recommend Macintosh users who wish to use IE upgrade to the most current version.
- IE Version 4 may work satisfactorily. However, 128 bit encryption (also called strong encryption) was not included in all releases of Internet Explorer Version 4. To avoid this problem, we recommend IE users upgrade to the most current version.
- Netscape Navigator and Netscape Communicator lower than Version 6. These browsers do not follow web standards for dynamic content. To avoid these problems, we recommend Netscape users upgrade to the most current version.
2. What information do I need to set up a bill for electronic payment?
Before creating a new enrollment, gather the following information:
1. Account number of the bill you want to pay electronically and the address to which the bill is sent
2. Payment account number (of the checking or savings account you will use to pay the bill)
3. Routing number (of the institution at which you have the payment account, as described below)
3. How do I find my bank’s routing number?
The routing number is a nine-digit number that identifies the institution with which you have the account. To find it on a check or on a savings deposit slip, look for the numbers shown below.
4. When I try to display a bill, all I see is a little symbol. What could be the problem?
Your documents are stored as Adobe PDF files, and you may not have the Adobe Acrobat Reader plug-in installed. To correct this problem, download the latest version of Adobe Acrobat Reader.
5. What if I decide not to pay a bill online anymore?
You are not required to pay online just because you receive a bill electronically. Simply do not make the payment online. In the case of Bill Pay Assistant, you may stop paying online by deleting the payment rule. If you are paying by email reply then you delete the email payment order.
6. The balance due on my bill doesn’t seem to be right. What should I do?
Contact customer service for all questions about your account balance.
7. I’m trying to delete a payment account for a checking account that I’m closing, and the system won’t let me delete it. Why not?
You cannot delete an active payment account. A payment account is active if it is either currently selected as the default for a bill or it is selected for paying a bill that you've approved for payment but hasn't yet been paid. In order to delete the payment account, you need to choose a new default payment account wherever that account is used and choose a new payment account if that account is being used for any pending bills. You can then delete the payment account.
8. What are some examples of different types of payment settings?
Example 1: Click2Pay - Click2Pay allows you to make an immediate payment toward a statement. You may make a full or partial payment. You may pay by credit card or by a direct debit to your checking account.
Example 2: Bill Pay Assistant - You may set up Bill Pay Assistant to automatically pay your bills when they become due. To cover exceptions and error you may set limits on the size of the bill that will be automatically paid. You may also setup recurring payment for a fixed payment amount.
Example 3: Email Payment - Email payment allows you to setup a payment order that is triggered when you reply to a new bill email. You setup the account to be charged when your reply is received. Everything else is automatic. If you do not want to pay the full amount due then sign on to our web site and use Click2Pay(above).
9. Can I print a bill?
Yes. After displaying the bill, select the Print command from the File menu or press the "Ctrl" and "P" key simultaneously.
10. What if my payment account does not have sufficient funds to cover a payment?
We make withdrawals authorized by you from the checking or savings account that you designate as the payment account. As with any payment account, you must provide sufficient funds to cover all payments. Since we have no knowledge of your account balance at any time, we cannot notify you if your payment account has insufficient funds. There may be additional charges for payments attempted against accounts with insufficient funds.
11. What if I forget my user ID or password?
Contact customer service. They will verify your identity and provide you with a new, temporary password.
12. What if I change my email address?
You can make changes to your information at any time by selecting My Profile from the menu. If you have multiple accounts you can change the email .
13. What if I change bank accounts?
You can create a new payment account or change your existing payment account at any time. You may then need to select the new payment account as your default payment account and delete the old payment account, if you are no longer using it.
14. Is it safe to pay bills online using your service? Can my personal information be seen by others?
We are committed to protecting your personal information. In addition, whenever you are viewing or paying bills, you are using a secure connection that fully protects your information. Data you provide cannot be viewed by anyone else on the Web. We do not share your information with anyone else.
Security is maintained by industry-standard SSL (secure socket layer) encryption and decryption technology. The SSL protocol is used to ensure that your information is sent directly to us, and that only we can decode it.
15. Do you use cookies?
While you are using our service, we need to store some information on your computer’s hard drive in the form of a cookie. (A cookie is a small file that a Web site puts on your hard drive so that it can retain information for later use.) For this reason, the cookie functionality must be enabled in your browser in order to use the digital billing system. However, the cookie will never read information from your hard drive or copy information about other sites that you visit.
16. What kind of access do you have to my checking or savings account?
We ONLY have access to your account to make payments that you have authorized. We never access your payment account(s) without your authorization and, as noted above, we never have information about your account balance.