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ONLINE BANKING •
CASH MANAGEMENT SERVICES
Answers to Frequently Asked
Questions
1. How do I sign up for Online Banking Bill Pay
Service?
You can enroll in Bill Pay through our Online
Banking. Simply login to Online Banking and click the “Pay Bills”
button at the top of the screen. From there you can access the Bill Pay
Enrollment link. If you are not yet an Online Banking Customer, please
click here to enroll in Online Banking.
2. How do I access Bill Pay?
There are two ways to access Bill Pay.
Click on the Online Bill Pay Login available at
www.thatsmybank.com
OR
From within Online Banking:
·
Click on the Pay Bills button once you have logged into
the Online Banking Service.
·
For business account holders, you will click on the Cash
Manager button, then the
"Pay Bills" icon.
3. When am I able to access Bill Pay?
24 hours per day, 7 days per week.
4. What methods of Bill Pay support are
available?
Telephone: Call Toll Free 1-866-859-5621. This number is also at
the bottom of the Bill Pay screen.
E-mail:
subscriberservices@ipaymybills.com
Live Chat: Click on the Live Chat button on your Bill Pay screen to chat
with an Online Bill Pay Support representative.
5. What are Online Bill Pay Support hours of
operation?
4:30am - 8:00 p.m. Pacific Time Monday - Friday.
6. How do I change My Password/PIN?
You are able to change your password/pin any time within the Bill
Pay system. Simply click the “Preferences“ tab and then click “Change
Pin” and follow the directions.
o
Your password/pin must be 8 to 20 digits in length.
o
For a more secure password/pin, we suggest you use
a combination of upper and lower case
letters,numbers and/or special characters.
o
Do not make it something that can be easily guessed
or figured out. (i.e. your nickname, middle name, etc.)
7. What if I have problems with My password/PIN?
Contact Online Bill Pay Support via LIVE CHAT on the Bill Pay
screens or call toll free at 1-866-859-5621 so they can reset your
current password/pin or issue you another temporary
password/pin.
8. What is the cutoff time for Bill pay?
Changes and additions made before 1:00p.m. Pacific Time are
processed that same business day. After 1:00p.m. changes and additions
will process the next business day.
9. When will My payments be processed?
Your payments will be processed (sent out) on the PROCESS date that
you enter for each payment. Please allow 2-3 business days for
electronic payments and 5-8 business days for paper drafts AFTER the
process date to reach your Payee. You may verify receipt of the payment
by your payee by contacting them directly or checking your next billing
statement for verification of posting of the payment.
10. When will My checking account be debited?
Your account will be debited on the 'PROCESS' date that you
designate and remitted to your payee.
11. Which of My First Northern Bank accounts can
I use to pay My bills?
You may use any checking account with First Northern for which
you are an owner or an authorized signer.
Please Note: Accounts with special signature requirements/restrictions
are excluded from Bill Payment access.
12. May I pay bills from multiple accounts?
Yes, you may pay from multiple checking accounts. To set up
additional First Northern Bank checking accounts access the Manage Bank
Accounts menu within the Bill Pay system.
13. Who can I pay?
You can make payments to virtually any business or individual located
within the United States. Using First Northern Bank’s Bill Pay service
is no different than writing a check from your checkbook, except that it
is much more convenient.
14. Is there anyone I shouldn’t pay through Bill
Pay?
The Bill Payment service should not be used to make payments to
settle securities purchases, payments to interest-bearing accounts, tax
payments or court-ordered payments. Payments for these payees will be
your sole responsibility if delayed or improperly processed or credited.
15. How are My bills paid?
Each business day we pull all scheduled bill payments for that day.
Your account is debited and the money is sent to the payee one of two
ways:
·
Electronically through the ACH system
·
By draft (check) with your name listed as the sender,
mailed through the U.S. mail to your payee. The drafts are
prepared and mailed by iPay Technologies,
LLC, our Bill Pay service provider, in Elizabethtown, Kentucky.
16. How do I know if a payee will receive
electronic payments?
If the payee has an asterisk (*) next to it, the payee is
electronic.
17. How do I cancel a payment?
To cancel a payment before 1:00 p.m. Pacific Time on the
processing date, under My Payments, click on 'Pending Payments' and then
click 'Stop'. After 1:00 p.m. the payment cannot be canceled or stopped.
18. What happens if I don’t have enough money in
My account to cover a Bill Payment? Will I be notified?
If your account has sufficient overdraft protection to cover the
payment, we'll draw against that, otherwise the payment will be canceled
and not processed.
If a payment is canceled due to insufficient funds, the Bank will send a
"Notice of Check Returned Due to Insufficient Funds” to your address on
file. It is your responsibility to reschedule the bill payment for
any canceled bill(s). If a recurring payment is cancelled, future
payments on the recurring schedule will not be affected; however, you
will need to reschedule the cancelled payment if you want it to be paid.
Please contact Online Bill Pay Support if you have questions."
19. Can I place a stop payment on a bill payment
that has already been processed?
If the payment is “electronic” (that means no paper is involved), we
cannot place a stop payment. If the payment is done by check or paper
draft, a stop payment order may be placed if the check or draft has not
been presented for payment. You can determine if a payee is paid
“electronically” or by “check/draft” from the presence of an asterisk by
the payee name. An asterisk indicates the payee is paid
“electronically”. If it is paid by draft, please call Online Bill Pay
Support at 1-866-859-5621.
20. Who do I contact if a payment has not been
posted?
Before any research can be done on a payment that has not posted,
please allow a minimum of (10) business days for a check payment and a
minimum of (5) business days for an electronic payment and transfer to
reach your payee. Usually it does not take this long, but this is the
amount of time we allow the merchant to receive and post our payments.
If the transaction has not been posted by that time, simply contact us
by calling Online Bill Pay Support at 1-866-859-5621 (this number can
also be found at the bottom of every page on the bill pay website). You
may also chat with a Subscriber Services representative by clicking on
the Live Chat button on the bill pay website or send us an email
at
subscriberservices@billpaysite.com. We will follow up on the
transfer or payment and get back to you within 24 to 48 business hours.
21. Why are some of My payees highlighted in
Yellow?
Payees that are in pending status (either added Email Payees or
Transfers that are awaiting you to complete the confirmation process or
added bills that are awaiting the approval process) will be highlighted
in yellow. For added Email Payees or Transfers, check your email for a
confirmation request that contains instructions on how to complete the
confirmation process. For added bills, it takes up to three (3) business
days for an added payee to be approved.
22. Can I pay My First Northern Bank Loan
payment using bill pay?
No, but for good reason. By using the transfer feature in Online
Banking, your loan payment will be received by the bank on the same
business day the transfer is scheduled. The cutoff time for transfers
in Online Banking is 2:00 p.m. Pacific Time each business day.
23. What is a Challenge Phrase and Response and
why is it required for certain transactions?
The challenge phrase and response is a question and answer that you
established on your bill pay account. This question and answer should be
one that only you know. Therefore, it provides an additional level of
security with your bill pay account.
24. What is My Security Key?
To protect you from being “hooked” into
any bill payment site other than your true bill payment site, we have
introduced a new tool for your protection. We’re calling it your
security key and this key will add a new level of security, protection
and peace of mind for you.
This key should be one of a kind and never shared with another Internet
site or person. Once you’ve established your key, First Northern Bank
will then display your key each time you enter bill payment.
You can now authenticate us as your true and legitimate bill
payment site. Watch for your key display every time you enter BILL PAY.
No key means you’ve been phished* and you should report this to us
immediately.
25. How do I cancel My Bill Pay service?
To cancel your Bill Pay service, call us at 1-866-859-5621 with your
account information.
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