This section covers some of the most frequently asked questions (FAQs) about iPayOnline. FAQs are categorized by topic.
* Maintaining Payment Accounts
* Maintaining Child Support Cases
* Security
1. Q. What do I need to do to have child support payments automatically withdrawn from my bank account?
A. You register to have an account set up with iPayOnline. Register online by clicking Register New User and by entering the required information.
2. Q. I want to use iPayOnline to make child support payments, but I'm not sure what to do.
A. First register an account to use iPayOnline. You may immediately login and set up your bank account and child support case information. Once bank and child support information have been set up, you may schedule a payment.
3. Q. What information is required to register an account with iPayOnline?
A. If you want to register an individual account for yourself, the following information is required:
* Name
* Phone Number
* Address
* Social Security Number
* Email Address
If you are an employer and want to register an employer account to make payments for employees, you will need to provide the following information:
* Contact Name
* Contact Phone Number
* Contact Email Address
* Company Name
* Company FEIN Number
* Company Address
4. Q. Can I set up more than one bank account?
A. Yes, you may set up more than one bank account. One bank account must be designated as the Default Account, which is the account that will be used for making payments, unless another is specified.
For each bank account that is added, you must give iPayOnline authorization to use that account for payment. Once authorization is given, it cannot be revoked for that account.
5. Q. How do I revoke authorization for one of my bank accounts?
A. You will have to delete the account to revoke authorization.
6. Q. I no longer want to schedule payments against one of my bank accounts. What should I do with payments that are already scheduled using this account?
A. A bank account may be removed at any time by deleting the account from the list of available bank accounts. All pending payments against this account, which are scheduled payments not yet submitted to the bank, will also be deleted. Any payments already submitted to the bank will need the funds available in this account in order for these payments to be honored.
If you do not wish to delete the bank account, you will need to edit your scheduled payments.
7. Q. How do I identify my child support case(s)?
A. All child support cases are identified by a social security number and the participant Id or case number. Both entries are required. If you have more than one case and are entering the information, entering any one of the participant/case numbers will retrieve all others.
8. Q. Do I have to manually enter all my employee case information?
A. No. iPayOnline provides three different methods of retrieving employee child support case information:
* Searching for individual employee records - all corresponding child support cases will be retrieved for the designated employee using the employee's social security number and participant Id or case number.
* Loading the employee file from history - consists of all employees whose child support transactions were previously paid by employer by paper (based on FEIN).
* Uploading from a text, XML or Excel file - a pre-defined file in a specific format containing employee records with payment data is read and validated. Employee records with valid cases are uploaded.
9. Q. What are my payment options?
A. There are two types of payments that you can set up, one time or recurring. A single payment is made on the specified settlement date for a one time payment. Continuing payments with the frequency and start date as scheduled are made for recurring type payments.
10. Q. What kind of payment schedule can I establish for recurring payments.
A. Recurring payments provide the convenience of automatically repeating the payment schedule based on one of the following schedule designations:
* Bi-weekly - two payments a month will be made with the first being made on the specified Start Date and the second payment being made two weeks after that date.
* Monthly - one payment will be made per month on the specified Day of the Month.
* Semi-monthly - two payments a month will be made, each on one of the two Days of the Month specified.
11. Q. Can I schedule more than one payment and use different payment options? For example, can I schedule a payment on the 20th of the month and another bi-weekly.
A. Yes.You can schedule as many payments as you like, using the same or different payment options.
12. Q. What day will the funds be withdrawn from my designated bank account?
A. Funds will be withdrawn on the date you specify as the withdraw date for one-time payments. Funds will be withdrawn for a recurring payment on the day(s) of the month you designated during the setup of the recurring payment.
13. Q. What happens if my payment is scheduled for a weekend or holiday?
A. A withdrawal falling on a Saturday, Sunday, or bank holiday will occur on the next business day.
14. Q. Are there any restrictions when scheduling the due date of a payment?
A. Payment dates must be scheduled at least five Bank business days prior to their due date.
15. Q. What is the earliest date I can schedule for my first payment date after registering an account with iPayOnline.
A. Your first payment, as with all other payments, must be scheduled at least five Bank business days prior to their due date.
16. Q. Can I cancel payments once I have scheduled them?
A. Both one-time and recurring payments that have not yet been submitted against the designated bank account for payment can be cancelled. Payments are submitted on the dates you specify when you schedule them.
17. Q. If I have multiple open child support cases, can I designate the payment amount to pay only one specific case?
A. Generally yes, if you are a participant in multiple cases however, State and Federal requirements may modify the allocation of your payment from what you have requested and distribute the amount amongst your cases. Please contact customer service if have specific case questions.
18. Q. If I
elect to have child support payments automatically withdrawn from my bank
account, can I pay what I want?
A. Yes, however, we encourage you to schedule your payments with an amount equal to your current child support obligation(s) to avoid delinquency.
Note: If you are an employer withholding payments for an employee who is a participant in multiple cases, State and Federal requirements may modify the allocation of the payment among the employee's cases.
19.
Q. Can I have more than one bank account
authorized for a payment?
A. No. You may set up multiple bank accounts but only one account can be authorized per payment.
20. Q. I scheduled a payment, which is now pending. Can I make changes to this payment?
A. Pending case payments can be edited through the unique Tracking ID created at the time you scheduled the payments. The Tracking ID is accessed within the Pending Payments option from the iPayOnline main menu.
21. Q. What if my bank account does not have sufficient funds to cover a payment?
A. The actions you can take depend upon the status of the scheduled payment.
* A Pending payment, which has not yet been submitted against the designated bank account for payment can be deleted or changed. You can either change the settlement/schedule date to ensure proper funds to at least three business days from the current system date or you can delete the scheduled payment.
* A payment In Progress has been submitted to the bank for payment but not yet paid and cannot be changed or deleted in iPayOnline. The best solution, of course, is to immediately deposit enough funds to cover the payment. If that is not possible, you will have to contact your bank and follow their policy for payments in progress.
* If the payment has already been processed by the bank for insufficient funds, your iPayOnline account will be placed on hold and possibly even cancelled. Once the insufficient funds and any associated fees have been paid, you may be able to re-activate your iPayOnline account.
22. Q. What are the rules, if any, for the creation of a User Name?
A. The User Name is case sensitive, must be a minimum of 6 characters and a maximum of 12, can contain only alphanumeric characters (no special characters), and must be unique within the system.
23. Q. What are the rules, if any, for the creation of a Password?
A. The Password is case sensitive, must be a minimum of 8 characters and a maximum of 32, can contain alphabetic, numeric and special characters. The alphabetic characters may be a combination of both upper and lower case.
The Password cannot have repeating or sequential digits (i.e. 1234, xxxx, abcd), must have at least one numeric and one alpha character, and cannot begin with a special character.
24. Q. Does my password ever expire?
A. No, your password never expires. You may change your password at your discretion in the My Profile menu option.
25. Q. What do I do if I forget my password?
A. Click on Forgot User Name or Password on the iPayOnline login page. Enter the email address that you registered with. After responding to the security question you choose during registration, the password will be reset and a new password emailed to you. You can change the password when you successfully login.
26. Q. How do I change my Password?
A. Login and change the Password in the Login Information section of the My Profile page.