Please use the frequently asked questions below to locate the solution to any Online Bill Payment problems you may be experiencing. If, after reviewing the list below, you still have questions, please contact us with your concern. We'll respond to your question within 24 hours.

Enrollment

1. How do I sign up to pay my bill online?
2. When will my new User ID and Password be activated?
3. How do I enroll additional accounts?
4. What happens to scheduled payments if I delete that account from my enrollment?
5. When can I start making payments?
6. Will I continue to receive a paper bill in the mail?
7. How do I cancel my Online Bill Payment enrollment?
8. What happens to scheduled payments if I cancel my enrollment?

Security

9. How do you keep my personal and financial information safe?
10. Are all computers safe to use?

Payments

11. What types of payment are accepted?
12. How do I make a payment?
13. Can I establish regularly scheduled payments?
14. When will my payment be processed?
15. How do I know which payments I've scheduled or completed?
16. Can I pay my balance in full or extend the payment due date?
17. Can I cancel a scheduled payment?
18. What is the My Filed Bills option?

Personal Information

19. What if I forget my User ID or Password?
20. How do I change my name, mailing address, phone number, or e-mail address?
21. How do I change my bank account information?
22. What happens to scheduled payments if I delete the bank account that was used to set up the payment?

Customer Service

23. How can I confirm if my payment has been processed?
24. How may I contact Customer Service via the Web or e-mail?

Technology

25. What software do I need to use Online Bill Payment?
26. Can I download my bills into Quicken® or MS Money?

Enrollment

1. Q. How do I sign up to pay my bill online?
   A. To speed your enrollment, have your paper bill, banking information, and an e-mail address available. Enrollment will take just a few minutes. Once enrolled, you will be able to view a summary of your recent bills and pay any that are outstanding.
   
   
2. Q. When will my new User ID and Password be activated?
   A. Immediately. Your User ID and Password are active immediately following enrollment.
   
   
3. Q. How do I enroll additional accounts?
   A. Click My Profile from the top banner menu and then click My Accounts.
   
   
4. Q. What happens to scheduled payments if I delete that account from my enrollment?
   A. Scheduled payments will still be processed. If you do not want this to happen, you should cancel any scheduled payments prior to deleting the account.
   
   
5. Q. When can I start making payments?
   A. You may start making payments immediately by utilizing our One Time Payment option. You may enroll after your first bill has posted.
   
   
6. Q. Will I continue to receive a paper bill in the mail?
   A. You can choose to suppress paper bills in My Profile.
   
   
7. Q. How do I cancel my Online Bill Payment enrollment?
   A. Call Customer Service at 800-GET-HELP (800-438-4357).
   
   
8. Q. What happens to scheduled payments if I cancel my enrollment?
   A. Scheduled payments will still be processed. If you do not want this to happen, you should cancel any scheduled payments prior to deleting your account.
   
   

Security

9. Q. How do you keep my personal and financial information safe?
   A. Online Bill Payment uses several methods to ensure that your information is secure:
   • User ID and Password: Your User ID and Password are unique identifiers that only you know. As long as you don't share your User ID and Password with anyone, no one can view your bills or personal information.
   • SSL: Online Bill Payment uses SSL (Secure Socket Layers) which ensures that your connection and information are secure from outside inspection.
   • Encryption: Online Bill Payment uses 128-bit encryption to make your information unreadable as it passes over the Internet.
   • Automatic Sign-out: Online Bill Payment automatically signs you out of a session if you are inactive for 20 minutes.
10. Q. Are all computers safe to use?
    A. Computer security experts advise that you may put your information at risk when you use a public computer for personal business. While Protection One uses numerous security measures to protect your personal information on our Web site, the use of public computers may compromise the security of your information. Public computers include those in schools, libraries, Internet cafes, etc. For maximum security you may want to avoid using public computers when enrolling or modifying your personal or banking information.

Payments

11. Q. What types of payment are accepted?
    A. Checking and Money Market accounts: Accepted for all payments.
    Credit Cards: MasterCard®, VISA®, American Express® and Discover®.
    
    
12. Q. How do I make a payment?
    A. Once enrolled in Online Bill Payment, simply sign in, and you will see a summary of your current bills. You can then click to View a detail of your bill, or you can simply click Pay. Select the amount you want to pay and the date you want to pay your bill, and you're done!
    
    
13. Q. Can I establish regularly scheduled payments?
    A. Click My Payments on the top menu and then choose Recurring Payments. Add a new recurring payment.
    
    
14. Q. When will my payment be processed?
    A. For payments made from bank accounts
    • To initiate the online payment process, you must select a payment date on the Schedule Payment page. This is the date your payment process will begin.
    • For your convenience, Online Bill Payment will alert you to the next available day you may make a payment. Same Day payments can only be made before 1pm Eastern Time on business days. If you try to schedule a payment for "today" but it is after 1pm Eastern Time or on a non-business day, Online Bill Payment will alert you to schedule your payment for the next available business day. (Note that the exact time will be defined by computer servers owned by Online Bill Payment vendors, Kubra Data Transfer, Ltd. and the specific Payment Gateway).
    • Online Bill Payment will routinely credit your account on the business day following the payment date (See the chart below for a complete schedule).
    • Your payment may be withdrawn from your bank account on or after your payment date.
    • Payments scheduled for a holiday may be withdrawn from your bank account on the business day prior to the holiday.
    For payments made from credit cards
    • To initiate the online payment process using your MasterCard or Visa, you must Pay by Credit Card on the Schedule Payment page.
    • A credit card payment may only be made for your "In Full" balance.
    • A credit card payment is a "real-time" transaction, meaning that the payment process will begin immediately after you enter your card number and click Submit.
    • A credit card payment must be made on or before the due date shown on your bill and your Schedule Payment page.
    • A credit card payment initiated before 8pm Eastern Time on a business day will be credited to your account on the following business day.
    • A credit card payment made after 8pm Eastern Time or on a weekend or holiday will be credited to your account within two business days.

    Timing of Bank Account Payments

    If you schedule your Bank Account payment for...	Online Bill Payment will credit your account on...
    Monday	Tuesday
    Tuesday	Wednesday
    Wednesday	Thursday
    Thursday	Friday
    Friday	The following Monday
    Saturday	N/A see note below
    Sunday	N/A see note below

    *If you try to schedule a payment after 1pm Eastern Time or on a non-business day, Online Bill Payment will alert you to schedule your payment for the next available business day.
    
    
    

    Timing of Credit Card Payments

    If you make your credit card payment before 8 p.m. ET on...	Online Bill Payment will credit your account on...
    Monday	Tuesday
    Tuesday	Wednesday
    Wednesday	Thursday
    Thursday	Friday
    Friday	The following Monday
    Saturday	The following Tuesday
    Sunday	The following Tuesday

    
    

    Holidays (Based on the Federal Reserve calendar)

    New Year's Day
    Birthday of Martin Luther King, Jr.
    Washington's Birthday
    Memorial Day
    Independence Day
    Labor Day
    Columbus Day
    Veterans Day
    Thanksgiving Day
    Christmas Day
    
    
15. Q. How do I know which payments I've scheduled or completed?
    A. After paying a bill, you will receive confirmation that the payment has been scheduled. Before the scheduled payment date, your Payment History page will show the payment as "scheduled." When the scheduled payment is submitted to the payment processor, your history page will show the payment as "pending." After the response is received, your history page will show the payment as "approved" or "rejected." Online Bill Payment will display payment history for up to 6 months.
    
    
16. Q. Can I pay my balance in full or extend the payment due date?
    A. You can pay your balance in full at any time from your checking account or credit card. Bills are due on the same date as paper bills. Failure to pay by the due date may result in cancellation of your account. Helpful Hint: Always schedule your payments to occur no later than your due date.
    
    
17. Q. Can I cancel a scheduled payment?
    A. You may cancel a payment as long as it is listed on the Payment History page as "scheduled." Please remember that failure to pay your bill by your due date could result in cancellation of your account.
18. Q. What is the My Filed Bills option?
    A. This option shows all statements and invoices that have been filed. Each bill can be viewed or un-filed, if needed.

Personal Information

19. Q. What if I forget my User ID or Password?
    A. User ID: You should choose a User ID that is easy for you to remember. If you forget your User ID, please call Customer Service at 1-800-GET-HELP (1-800-438-4357). Password: If you forget your Password, go to the "Log-On" page and click Forgot your password. Enter your User ID, and your Password will be e-mailed to the address you provided during enrollment.
    
    
20. Q. How do I change my name, address, phone number, or e-mail?
    A. To change any aspect of your contact information, select the My Profile link on the top menu.
    
    
21. Q. How do I change my bank account information?
    A. Once you've signed in to Online Bill Payment, click My Payments, and select Payment Accounts. Since you must have at least one active bank account in order to remain enrolled in Online Bill Payment, you must add a second account before deleting one.
    
    
22. Q. What happens to scheduled payments if I delete the bank account that was used to set up the payment?
    A. All scheduled payments will be cancelled if their status is "scheduled." You must make other arrangements to pay this bill.

Customer Service

23. Q. How can I confirm if my payment has been processed?
    A. The best way to see if your payment has been made is to check your payment status. From the navigation menu, select My Payments.
    
    
24. Q. How may I contact Online Bill Payment via the Web or e-mail?
    A. To contact Online Bill Payment, click the link for Customer Care on the top menu.

Technology

25. Q. What software do I need to use Online Bill Payment?
    A. You can access Online Bill Payment from any Web-based computer with an Internet connection and a Web browser that supports 128-bit encryption. For more information or to upgrade your software, click on the link below for your browser type:
    • Microsoft Internet Explorer users will generally need version 4.0 or higher. To check the encryption level on your browser, click HELP and then ABOUT, and it will be listed, perhaps as "cipher strength." Click here for Microsoft upgrades and more information.
    • Netscape Communicator users will generally need version 4.0 or higher. Click for Netscape upgrades and more information.
    • AOL users will generally need version 5.0 or higher. Enter keyword: 128 Browser
    • Firefox users can view their encryption level by double-clicking the yellow lock icon in the lower right corner of the screen while connected to a secure site.
    • Safari browsers use both 40- and 128-bit encryption, negotiating the level of encryption required by the secure Web site.
26. Q. Can I download my bills into Quicken® or Microsoft Money?
    A. No. At this time, you cannot download your Online Bill Payment information into money management programs. Look for this feature coming soon.