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Bill Pay Frequently Asked Questions

What is Bill Pay?

Bill Pay lets you pay your bills through Online Banking. You can pay anyone in the United States that you would normally pay by check or automatic debit; even if you do not receive bills from the company or person you want to pay. You can also transfer money between your CommonWealth One account and your other bank accounts, and pay anyone, anytime with Popmoney-all for free!

  1. How much does Bill Pay cost?
  2. How do I sign up for Bill Pay?
  3. When can I start using Bill Pay?
  4. How secure is my Bill Pay and personal information?
  5. Which browsers should I use to access Bill Pay?
  6. How do I use Bill Pay?
  7. Who can I pay using Bill Pay?
  8. Which bills can't I pay with Bill Pay?
  9. How long does it take a payment to get to a company through Bill Pay?
  10. How do I check the status of a payment?
  11. Can I change a payment?
  12. Can I change the biller?
  13. Can I change an overnight check payment?
  14. Can I change a same-day bill payment?
  15. How do I change a processed payment?
  16. How do I stop a Bill Pay transaction?
  17. What happens when I cancel a payment?
  18. How do I transfer funds?
  19. How does a company or person receive my money?
  20. If I sign up for e-bills, does that mean I will no longer get paper statements in the mail?
  21. Can I delete my payees or set up e-bills using the mobile app?
  22. Do I need to contact the companies or people that I pay if I choose to use Bill Pay?
  23. What should I do if I pay more than one bill to the same company?
  24. What happens if there isn't enough money in the account (Non-sufficient funds or NSF) when it's time to pay a bill?
  25. When are the Bill Pay funds debited from my checking account?
  26. Is there a limit on the amount I can pay?
  27. Who do I contact for Bill Pay member support?
  28. When I log in to Online Banking, the Bill Pay and other tabs do not show up on the web page. What do I need to do?

How much does Bill Pay cost?

Bill Pay is FREE. You must have a checking account in order to access Bill Pay.


How do I sign up for Bill Pay?

Sign up for Bill Payment by logging into Online Banking, select the Bill Pay tab and click Enroll. Click here to view a Bill Pay demo.


When can I start using Bill Pay?

You can view account balances and transaction history, place reduced-cost Stop Payments on checks, manage your Overdraft Protection and Direct Deposit distributions, pay bills, transfer money to/from other financial institutions, transfer money to other CommonWealth One members, use Popmoney to transfer money using an email or mobile number, set up Alerts and Notices and send secure messages to us.


How secure is my Bill Pay and personal information?

Bill Pay uses several methods to ensure that your information is secure.

  • SSL—Bill Pay uses SSL (secure sockets layer) which ensures that your connection and information are secure from outside inspection.
  • Encryption—Bill Pay uses 128-bit encryption to make your information is unreadable as it passes over the Internet.
  • Automatic Sign Out—Bill Pay automatically signs you out of a session if you are inactive for a predefined time (usually 10 minutes). It is best if you sign out immediately after you finish your tasks in Bill Pay.

 Which browsers should I use to access Bill Pay?

We support the latest versions of these browsers:

  • Microsoft Internet Explorer
  • Mozilla Firefox
  • Apple Safari
  • Google Chrome

While other browsers may work with Bill Pay, these browsers provide the highest level of security and functionality.

We also recommend that you enable JavaScript in your browser. JavaScript is required for certain Bill Pay features to function properly.


How do I use Bill Pay?

To pay your bills online, simply add the companies and people you want to pay. We use this information to make the payments for your bills. After you add your bills, go to the Pay Bills section of the Payment Center to view all of the bills you've added in Bill Pay. Your bills remain in this list until you delete the biller. To pay a bill, find it in your bills list and enter the amount and date for the payment.


Who can I pay using Bill Pay?

You can pay any company or person with a U.S. address, including:

  • Large companies
  • Small businesses
  • People
  • Doctors and dentists
  • Child care providers
  • Roommates
  • Family members

Even if you don't receive bills from the company or person, you can still add the information we use to make payments. We send payments electronically whenever possible. If the company or person can't receive an electronic payment, we mail a check.


Which bills can't I pay with Bill Pay?

You cannot use Bill Pay to pay any company or person with an address outside the United States or its territories. You can use Bill Pay to make state and federal tax payments and court-ordered payments; however, such payments are discouraged and must be scheduled at your own risk.


How long does it take a payment to get to a company through Bill Pay?

Payments that are sent via check through Bill Pay could take up to 7 to 10 business days to be received. Electronic payments could take up to 3 to 5 business days to be received.

There is also a “Next Day” option available. The fee for an electronic next day payment is $14.95; if a check must be mailed, the fee to send the check overnight is $19.95.


How do I check the status of a payment?

Bill Pay provides the following features for keeping track of your bills, and most of the features are available in the Payment Center:

  • Pending Payments provides a quick summary of the payments that have not been processed yet.
  • Recent Payments lists the bills that have been paid in the past 45 days.
  • Bill History lists all of the bills you paid, including electronic bills and the bills that you pay automatically. You can also view any unpaid electronic bills.

Can I change a payment?

If the payment has not started processing, you can change the:

  • Account from which to make the payment.
  • Date you want the biller to receive the payment.
  • Amount of the payment

Can I change the biller?

If you made a payment to the wrong biller, you can cancel the incorrect payment and make another one to the correct biller.


Can I change an overnight check payment?

You cannot change an overnight check payment. If the payment has not started processing yet, you can cancel it and schedule another payment.


Can I change a same-day bill payment?

After you click Submit Payments, you cannot change or cancel a same-day Bill Pay payment.


How do I change a processed payment?

If the payment has started processing, or if the status is Paid, call the biller's Customer Service.


How do I stop a Bill Pay transaction?

You can cancel any payment that is “Pending.” After you cancel a payment, the payment status will change to "Canceled" and it will not process.  If the payment was sent via check and the check has not cleared your account, you can place a stop payment for a fee of $28.00.


What happens when I cancel a payment?

After you cancel a payment, its status changes to "Canceled" and it is not processed. Canceled payments appear in:

  • The Recent Payments section of the Payment Center
  • Bill History

How do I transfer funds?

You can transfer money to another financial institution using the Transfer Money tool in Bill Pay. You also have the option to use Popmoney to pay anyone you know, or owe – it’s the easy way to send and receive money directly from your CommonWealth One account. All you need is an email address or mobile phone number. Click here to view a Popmoney demo.


How does a company or person receive my money?

Bill Pay sends payments electronically whenever possible. If the company or person cannot receive electronic payments, Bill Pay prints a check and sends it to the billing address.


If I sign up for e-bills, does that mean I will no longer get paper statements in the mail?

When setting up e-bills you will be able to select “Yes” to indicate you do want to receive paper statements or “No” if you no longer want to receive paper statements.


Do I need to contact the companies or people that I pay if I choose to use Bill Pay?

No, you do not need to contact the companies or people that you pay if you use Bill Pay. We make the payment based on the info you provided when you added your bill. If we've already established a relationship with a company or person, we may send the payment electronically or to a location specified by the biller. Otherwise, we print and mail a check to the address you provided. If you enter your account info, we send it with your payment so that the company can credit your account properly.


What should I do if I pay more than one bill to the same company?

Add a bill for each separate account you have with the company. For example, if your phone company provides your home phone service, your wireless phone service, and your Internet service, you can add the company to your list of bills three times, each time with a different account number. If your phone company consolidates all of the info on one bill and provides you with one account number, you only need to add the phone company to your list of bills once.


What happens if there isn't enough money in the account (Non-sufficient funds or NSF) when it's time to pay a bill?

If you have Overdraft Protection, the bill will be paid. If your Overdraft Protection limit has been reached, the payment will be returned and your Bill Pay account will be blocked preventing you from making more bill payments until the NSF condition is resolved.


When are the Bill Pay funds debited from my checking account?

Your scheduled process date is your “pay date.” Electronic payments will be paid on the “pay date” that you choose and the funds will be deducted from your account that same day. Payments by check will be deducted from your account on the day the check clears.


Is there a limit on the amount I can pay?

Minimum bill payment amount is $1.00; maximum is $9,999.99.


Who do I contact for Bill Pay member support?

Call (855) 878-9186 between the hours of 7:00 AM - 1:00 AM ET, seven days a week. Service Representatives will be available to answer any questions related to Bill Pay.


When I log in to Online Banking, the Bill Pay and other tabs do not show up on the web page. What do I need to do?

Please log back in and the tabs should be available for you. You may also use Secure Messaging in Online Banking to send emails to us. Simply click on the email icon on the top right hand corner.