FAQ

Frequently Asked Questions

A Collection of most commonly asked questions we get from our members.  

SurePay –  

Q: Will I continue to receive a quarterly reminder statement?
A: No, please refer to your bank statements for proof of payment.

Q: Is there a fee if my payment gets returned?
A: Yes, there is a $20.00 return check fee for all returns due to stop payments, closed accounts, and insufficient funds.

Q: What is the $0.00 pending transaction on my bank account transaction list?
A: This transaction is part of our Pre-note process to ensure the bank information entered in our system is correct.

 

Direct Biller – 

Q: What is the difference between an Automatic and Recurring payment plan?
A: Automatic: will automatically initiate a payment when a bill is uploaded to your online account. Recurring: a payment plan with a fixed amount on a fixed payment schedule (i.e.. $48.33 every 10th of the month)

Q: Can I change the payment method on an existing payment plan?
A: No, you will need to cancel the existing plan and then “ADD A PLAN” with the new payment method.

Q: Can I change the “payment not to exceed amount” on an existing payment plan?
A: No, you will need to cancel the existing plan and then “ADD A PLAN” with the updated limit amount.

Q: How do I update my credit card expiration?
A: After signing into your Direct Biller profile, select “Profile” through your dashboard. Under Profile, select “Payment Method” and click on the down arrow on the far right.

Q: Why do I keep getting an “Account authentication failed…” error when entering my account information?
A: Please enter the account number, without the leading zeros and the BUR number, without the dashes.

Q: How long will my payment take to process?
A: Debit/Credit card payments normally take 2-3 business days. Payments made with either a checking or savings account will take longer. (Usually about 3-5 business days, this varies by financial institution)