We transitioned to a new Bill Pay system on February 22, 2023 because the system allows us to more frequently modify, enhance or improve the experience, ensuring we are offering the most state-of-the art and the most secure services. Our former Bill Pay system did not allow these types of enhancements, and therefore was not a viable, long-term solution. We understand the transition has been challenging for many, and we are working on enhancements to improve the functionality and experience for you. In the meantime, the tips below may help you navigate the new system:
Electronic vs Check Payments
Upon our upgrade to the new Bill Pay on February 22, 2023, some payments that were previously electronic will temporarily be sent by check, and after one or two billing cycles the payee is then “upgraded” back to electronic payments — this is typical of any Bill Pay system upgrade. If you previously paid a bill electronically and are still experiencing these items being paid by check, please reach out to us so we can help investigate. Electronic payments rely on a very specific account number format, and that format can vary slightly with bill pay providers. Sometimes it’s as simple as verifying the account number format on your latest bill matches what is in Bill Pay.
Scheduled Payments: If you have a payment that is scheduled but not visible in the Bills & Payments tab, try this:
- The default date range view in the Bills & Payments tab includes payments scheduled within the next 45 days. Click the date to enter a custom date range, up to 90 days ahead.
- If you just scheduled a payment, you may need to refresh your browser or session in order to see the item.
eBill Connectivity Guide
Having issues connecting eBills? Here are some tips to reconnect:
- Confirm your username and password to the biller you’d like to connect (e.g. Verizon, SoCal Gas, PG&E, etc.) — the best way to do this is to log directly into the biller’s site.
- Verify your security question answers with the biller.
- Check that your phone number and email are correct with the biller if you need to receive any secure access codes.
- If you are not able to get into the biller’s site directly, you may be able to reset your username or password on their site. Otherwise, you may need to contact the biller directly to regain access.
- Once you have your username and password and have confirmed you can log in directly to the biller’s site, you may now proceed with enrolling in eBills through Bill Pay. See the instructions updating an existing biller, setting up a new biller, and troubleshooting eBills:
Existing Biller
If you already had the biller set up for electronic payments in Bill Pay, follow these instructions:
- Click the Enroll in eBill link located on the biller card in the Manage Billers tab.
- The account number is pre-filled for you. Click Continue.
- Enter the login ID and password for the biller. This would be the same login and password you would use if you logged into the biller’s site directly.
- It may take a few minutes for the biller to connect. We recommend you do NOT navigate away from this page while it is connecting.
- You will be prompted with a security question or code, depending on the biller’s authentication requirements. Enter the answer and continue.
- It may take a few minutes again for the biller to connect.
- If successful, you will receive a Success pop-up and can either close the window or setup a payment.
- Once connected, you can scheduled your payments.
New Biller
- From the Manage Billers tab, search for the biller you’d like to add under the Add New Billers search bar.
- When multiple options are present for one biller (e.g. Verizon), try selecting the one with the company’s logo first (if applicable).
- Enter the biller’s zip code. This can be found on your latest bill and would be the zip code that the biller requires you to send a payment to.
- Enter the account number exactly as listed/displayed on your latest bill. Click Add.
- Enter the login ID and password for the biller. This is the same login and password you would use if you logged into the biller’s site directly.
- It may take a few minutes for the biller to connect. We recommend you do NOT navigate away from this page while it is connecting.
- You will be prompted with a security question or code, depending on the biller’s authentication requirements. Enter the answer and continue.
- It may take a few minutes again for the biller to connect.
- If successful, you will receive a Success pop-up message and you can either close the window or setup a payment.
Troubleshooting eBills
- If at any time during the connection process an error occurs, navigate back to the Manage Billers tab. There will be a ‘Fix Error’ button located within the biller card. Attempt to connect again, and if it still fails, you will be presented with a more detailed reason why. Correct the issues identified and try again. If that still doesn’t fix the issue, please contact us so we can help investigate.
- Enhancements are in development to make eBill connectivity more user friendly and to include more helpful error messaging explaining why the connection isn’t successful earlier in the process.
Printing Payment Confirmations
There is not currently a print button on the last page when scheduling a bill and we are working on getting that added. However, here are a few ways you can print this confirmation:
- The last step of scheduling a payment is electing notifications. When you elect to receive a notification, you will get email confirmation that the payment was scheduled or completed. You may print this email as confirmation or save it as a PDF to your computer or device.
- On the Bills & Payments tab, there is an Export button located below the date filter. Use this to export all currently scheduled payments for the current date range.
- Take a screenshot of the payment confirmation page and print or save them as needed.
- On Windows, you can use the Snipping Tool, or press the Print Screen button on your keyboard to copy the screenshot onto your clipboard, which you can paste into a Word document and save.
- On Mac, press Shift+Command+3 which will take a screenshot and save it to your desktop.
