OnCommand Banking and Bill Pay FAQ

Features & Changes:

  • Payment Center – The Payees tab has been removed. You can now add, edit or remove a payee and make payments through the Payment Center. IMPORTANT: Please confirm default payment account prior to scheduling any payments to avoid payments being made from the incorrect account, as the default payment account preferences may not have copied over from the previous version.
  • Split an Expense – The feature is a great way to share bills with roommates, collect money for the team uniforms, or get reimbursed for a dinner bill you split with friends. Simply send a request to a person or group, and they'll get notified to pay the request.
    Quick Facts
    •   Request money from a person or group for a shared expense.
    •   Choose the amount for each person or split it equally among recipients.
    •   Track the payment status of your open and closed requests.
    •   Have the payments deposited into the account you’ve selected.
  • Easy Pay – Has been replaced with Popmoney. To send funds to an individual, you can now use their mobile phone number, email address or Bank Account information using Popmoney. Access the Popmoney feature by choosing the Payments icon.
  • Payments (formerly Pay Bills) – As of 07/06/17 all payment accounts previously used in the old version of Pay Bills were transferred over. However, any new accounts opened will need to be added by the Personal Bankers. Please call 888-763-7600 for assistance.
  • Note: All inactive users that have not used the bill pay service within the last twelve months (since July 1st 2016) have been unregistered. To begin using the service, please re-register through the Payments icon.

Frequently Asked Questions

  • What is Bill Pay?

      With Bill Pay you can pay any company or person you owe. You can also request and receive money from a person or group.

      Quick Facts
      •   Pay anyone in the United States that you would normally pay by check, automatic debit, or cash. We send the money electronically whenever we can. If the person or company can’t accept electronic payments, we print a check and mail it for you.
      •   Review your payments and bills for the past 84 months in Activity. Also review requests you sent. You can download your payment info to a comma-separated values (CSV) file. You can import the file into a number of different personal financial software applications.
      •   Send money electronically to people using Popmoney. They receive notification by email or text message.
      •   Request money from a person or group to split an expense using Popmoney.

      More Convenience

      •   eBills. Save a trip to the mailbox or another website to get your bills. Some of your bills can be delivered right in Bill Pay. You can view your eBills in Payment Center and pay them with a few simple clicks. You decide how much you want to pay and when you want to send the payment.
      •   AutoPay. You can set up automatic payments to be sent according to a schedule you set. You can change or cancel AutoPay at any time.
      •   AutoPay for eBills . You can set up some eBills to be paid automatically according to options you set. You can change or cancel AutoPay for eBills at any time.
  • Who can I pay using Bill Pay?

      Pay anyone in the United States that you would normally pay by check, automatic debit, or cash. You can pay companies, friends and family members, and service providers, such as the babysitter or the plumber.

      Payment Center. When you use Payment Center to send money, we send the payment electronically whenever possible. If the company or person cannot receive electronic payments, we print a check and mail it to the address you provided.

      Popmoney. You can send money to a person using only an email address or mobile phone number. The recipient can use the info provided in the email or text message we send to claim the money and deposit it into an account.

      Quick Facts
      •   You can pay anybody in the United States or territories that you can pay using cash, check, or debit.
      •   We send the money electronically whenever possible. If the company or person can't accept electronic payments, we print and mail a check on your behalf.
      •   In Payment Center, tell us who to pay, the payment amount, and the delivery date. The money stays in your account until it's time for us to deliver the payment.
      •   When you add a company or person to pay, we save the contact info to make future payments even quicker and easier.
      •   We maintain relationships with thousands of companies, and manage their contact info for you.
      •   Payments made through Payment Center are guaranteed.
      •   You can use Popmoney to send money electronically to people. They receive notification by email or text message.

  • Who can't I pay using Bill Pay?

      Use Bill Pay to pay companies and people with addresses in the United States or its territories. You cannot use Bill Pay to send payments to addresses outside the United States.

      We don't recommend using Bill Pay to make state and federal tax payments or court–ordered payments. Such payments are discouraged and must be scheduled at your own risk.

  • Is my info secure?

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

      SSL. Bill Pay uses SSL (secure sockets layer) which ensures that your connection and info are secure from outside inspection.

      Encryption. Bill Pay uses 128-bit encryption to make your info 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). This feature helps prevent another person from being able to resume your session if you walk away. For best security, don't use your browser's Back or Refresh buttons, and sign out immediately after you finish your tasks in Bill Pay.

  • Is my personal info kept private?

      Yes. Your personal info is used to help us maintain your account and verify your identity. We verify this info with a consumer credit reporting agency for your security and protection. The verification process does not affect your credit report, credit rating, or credit worthiness.

      Please review the Terms of Service for a complete description of when Bill Pay must disclose info to third parties.

  • Can I change a payment?

      Yes, you can change a payment that has not started processing.

  • When is the money for the payment withdrawn from my account?

      If the payment is sent electronically, the money is withdrawn from your account one business day after processing begins. If the company or person cannot receive electronic payments, we print a check and mail it to the address you provide.

      For some checks, the money is withdrawn one business day after processing begins. For others, the money is withdrawn when the company or person deposits or cashes the check.

  • How do I know if a payment was delivered?

      You can see the status of your payments in Activity. Payments start in a Pending status until processing begins.

  • How do I pay an eBill?

      You receive electronic bills (eBill) in Payment Center of Bill Pay. When an eBill is due, it appears as soon as you select the company that sent it. You can simply click a link to enter the amount due and due date from the bill.

  • When does the company or person receive my payment?

      If the company or person you're paying can receive electronic payments, the money is typically delivered in one to three business days. If the company or person you're paying cannot receive payments electronically, we mail them a paper check. This process typically takes three to five business days.

  • Why do some payments take longer to process?

      If the company or person you want to pay does not receive electronic payments, we print a check and mail it for you. This process typically takes three to five business days.

      With the Payments Guarantee, you can be assured that your electronic payments are safe and reliable. When your payments are processed through Bill Pay, you are protected in the unlikely event of unauthorized transactions or processing delays.

      The Payments Guarantee applies when all the payment and contact info provided is accurate.

  • Why do I have more people in my list of companies and people I pay? Why are some missing?

      Popmoney is now part of Bill Pay, so we've imported your contacts from Popmoney and put them on Payment Center. We only import active contacts, so you may have some contacts in Popmoney that have a different status.

      The contacts we import are automatically assigned to the default group of companies and people in your list. You cannot move them to a different group.

      If you need to change the contact info for a person who was imported, go to Popmoney to make your changes. You cannot update the contact info in Bill Pay unless you add the person in Bill Pay.

  • Why don't I have to enter the address or other info for some companies?

      We maintain relationships with thousands of companies, and manage their contact info for you. We don't have to ask you for the contact info for these companies because we already have it. If the address changes, these companies contact us directly.

  • Why do I have to enter my account number?

      Your account number is the most reliable way to ensure that the company can credit your payments properly. If your account info is not correct, your payment may be credited late or not at all. Late fees, finance charges, or service disconnections may result. The Service Guarantee applies to payments only if all the info you provided is accurate.

      Sometimes companies use repeated characters (such as ***, ###, or xxx) to hide part of your account number on statements or bills. Be sure to enter your full account number instead of the characters used to hide your account number. We need the full account number to ensure that your payment is credited properly.

  • What if I don't have an account number?

      If you have an account number, please be sure to enter it. Some small companies, such as landscaping or cleaning services for example, may not assign you an account number. If you don't have an account number, you can enter other info that identifies you to the company you are paying. For example, you can use your service address or the name on the account.

  • Where do I change contact info for a company or person I pay?

      Go to the Send Money section of Payment Center. Open the row for the company or person and click the Details link.

  • Why can't I change contact or other info for a company I pay?

      We maintain relationships with thousands of companies, and manage their contact info for you. If the address changes, these companies contact us directly.

  • How do I know the status of my payment?

      Activity and Payment Detail provide a detailed status of your payment.

  • How long is my payment activity available?

      Payment info is available in Activity for 84 months.

  • Can I download my payment activity?

      You can download your pending and completed payments from Activity to a comma–separated values (CSV) file. You can import the file into a number of different personal financial software applications.

  • What if I find a mistake with my payment?

      You can change a pending payment.

      You cannot change payments that have already been paid. You can send us a payment inquiry. We will contact the company on your behalf in an attempt to resolve the problem.

  • What should I do if the company I paid has not received or credited my payment?

      Sometimes a company may not credit your account immediately after they receive a payment. If the payment is not credited after two days, call the company's customer service line. If the problem isn't resolved, you can send us a payment inquiry on payments in Activity. We will contact the company on your behalf in an attempt to resolve the problem.

  • What if I am charged a late fee for a payment?

      Call the company's customer service and ask to have the late fee or finance charge waived. If the problem still isn't resolved, send us a payment inquiry. We will contact the company on your behalf in an attempt to resolve the problem.

  • Why did my payment fail?

      A failed payment may have been returned to us because the info you provided when you added the company or person wasn't sufficient for your account to be credited.

      You can send us a payment inquiry. Depending on the nature of the problem, we may be able to contact the company on your behalf in an attempt to resolve the problem.

  • Why doesn't the download file contain all of my payment info?

      The download file does not include canceled or failed payments.

  • What if the person I paid has not received my payment?

      We tried contacting them using the info you gave us.

      If you sent money using Popmoney, they may need to register in Popmoney (they can register as a guest) and give basic info to receive the money.

      Tell us what account to deposit the money to. If the payment is not deposited in 10 days, it expires.

  • When would I use the Split an Expense feature?

      The feature is a great way to share bills with roommates, collect money for the team uniforms, or get reimbursed for a dinner bill you split with friends. Simply send a request to a person or group, and they'll get notified to pay the request.

      Quick Facts
      •   Request money from a person or group for a shared expense.
      •   Choose the amount for each person or split it equally among recipients.
      •   Track the payment status of your open and closed requests.
      •   Have the payments deposited into the account you've selected.

  • What are the different ways I can request money from someone?

      You can request money from someone using their:

          Email address: The recipient receives an email with instructions on how to pay the request.

          Mobile number: The recipient receives a text message with instructions on how to pay the request.


  • When will I receive the money?

      The person you requested money from has to sign up with Popmoney, if not registered already. You typically get the money three business days after each recipient sends a payment. The money is deposited into the account you selected when sending the request.

  • Can I request money from multiple people at a time?

      You can request money from multiple people by entering each name when you enter the first step on the Split an Expense tab. You can also request different amounts from individual names in the same request.

  • Is there a fee to use Popmoney?

      No, there are no fees to use Popmoney.

  • How do I know the status of a request I sent?

      You can view the status of your open and closed requests on the Sent Requests tab in Activity.

  • Can I cancel a request?

      You can cancel an open request on the Sent Requests tab as long as the recipient has not initiated a payment. The Cancel Request link is removed after at least one recipient has paid the request.

  • Can I send a request to someone not in my recipient list?

      You can add someone new in the Who section of the Split an Expense form by entering the person's first and last name and their email address or mobile number.

  • How do I know what my current limits are for sending a request?

      The About limits link in the How Much section of the Split an Expense form shows your current remaining amount limit.

  • What if I exceed the maximum number of requests I can make?

      For your protection, restrictions are placed on how many requests can be sent during various time periods. You can try sending your request on the next business day.

  • What is an eBill?

      An eBill is an electronic version of a bill or statement. The eBill typically contains the same info as a paper bill or statement. You can receive, view, and pay eBills in Bill Pay. When your eBill arrives, it appears in Payment Center. You control the date and amount of your payment.

      Quick Facts
      •   We can receive eBills from hundreds of companies nationwide.
      •   When you add an eBill, we send the info as a request to the company. After your request has been processed, you receive an eBill in a month or more, depending on your billing cycle.
      •   Some companies stop sending paper bills when they start sending eBills. Other companies continue to send paper bills in addition to eBills.
      •   When your eBill arrives, you'll see it in the Payment Center as soon as you select the company from the list of companies and people you pay.
      •   You can either select the amount due for the bill, which also enters the due date as the delivery date, or you can enter a different amount and date for delivering the payment.
      •   You can set up AutoPay for some eBills.
      •   You can stop receiving eBills in Bill Pay any time after the company processes your request for them.

  • How do I sign up to receive eBills?

      When you add a company that offers eBills, you can enter the required info to request eBills, and we send your request to the company. When you complete the request for one company, you can sign up for eBills from other companies who offer them.

      To add an eBill for a company you're already paying, look for the eBill options on the Payment Center.

  • How do I view paid eBills?

      Go to Activity. You can view paid eBills when you view the details of your payments.

      Yes, you can pay an eBill by some other means, such as by check.

      However, when you pay an eBill outside of Bill Pay, the status of the eBill remains Unpaid and it continues to appear in the Reminders section until you dismiss the reminder. To change the status, you can file the eBill and add a note about its resolution.

  • What happens when I stop receiving eBills?

      When you discontinue your eBill service, you start receiving your bills directly from the company again.

      Notes About Stopping eBills
      •   You may receive one or more eBills before the company stops sending them.
      •   It can take an entire billing cycle before your paper bills resume.
      •   When you stop receiving eBills, any automatic payments that you set up to pay them are also canceled.
      •   You can still pay your bills using Bill Pay, but you won't be able to access your bill online at the Payment Center.

  • I stopped receiving paper bills, and now I want to have them mailed to me again. How do I do that?

      You can stop receiving eBills in Bill Pay any time after the company processes your request to receive them. Select the company from the Payment Center, open the eBills section, and choose the option to stop eBills.

      An entire billing cycle may pass before your paper bills resume.

  • Can I set up AutoPay for an eBill?

      In most cases, you can set up AutoPay for an eBill to schedule payments based on the amount due and due date on your bill. You'll have different options to set the amount and date for your payment based on the bill info.

  • I haven't received my eBill. What should I do?

      If your normal billing cycle has passed and you still have not received your eBill, contact the company who bills you. Depending on billing cycles, the exact day you receive your bill each month may vary. Also remember that more than a month may pass before you receive your first eBill from a company.

  • The amount due for an eBill seems incorrect. What should I do?

      If you have questions about an eBill, please contact the company directly. All the info on the eBill comes directly from the company who sent it. When you pay the eBill, you can enter an amount that is different from the amount due on the bill.

  • What is AutoPay?

      AutoPay is a means to set up repeating payments in Bill Pay. You can set up AutoPay for any company or person you pay regularly.

      Quick Facts
      •   Set up and manage AutoPay and Reminders from the Payment Center.
      •   You can set up payments to be made based on a schedule that you set.
      •   You can set up some eBills to be paid automatically according to options you set.
      •   You can change or stop AutoPay at any time.

  • How do I change or cancel the next scheduled automatic payment?

      If you want to change only the next occurrence of an automatic payment, locate the payment in the Pending Payments section of Payment Center. Select the payment, and then click Change or Cancel.

  • How do I change or stop all automatic payments for a company or person?

      If you want to change or stop all future automatic payments, select the company or person on the Payment Center, click AutoPay, and change or stop the AutoPay options.

  • What happens if the scheduled delivery date falls on a weekend or holiday?

      If an automatic payment is scheduled for delivery on a non–business day such as a weekend or holiday, the date is adjusted to a business day.

      The Pending Payments section in Payment Center shows the adjusted delivery date. You can change the date as needed.

  • I tried to cancel an automatic payment, but the payment is scheduled and showing up in my Pending Payments. What happened and what should I do?

      First, cancel the scheduled payment in Pending Payments if you don't want it to be paid. To change or stop all future automatic payments, select the company or person on the Payment Center, click AutoPay, and change or stop the AutoPay options.

  • How do I clear reminders?

      Your reminder is cleared when you pay, dismiss, or file a bill. When you dismiss a reminder, it's removed from the Reminders list, but it will appear again. To permanently stop reminders, select the company or person on the Payment Center, click Reminders, and stop the reminders.

  • Why aren't all my accounts showing to make payments?

      As of 07/06/17 all payment accounts previously used in the old version of Pay Bills were transferred over however any new accounts opened will need to be added by the Personal Bankers. Please call 888-763-7600 for assistance.