Bill Pay Frequently Asked Questions

Consumers must log in to Online Banking to enroll for Bill Pay.  After logging in, click on the Bill Pay button located at the top of the screen.  (Note to Online Banking First Time Users: If you do not see the Bill Pay button on your first log in, log off and then log in again.  If you still do not have the Bill Pay button, please contact your branch for assistance.)
 
Select “Enroll”.  You will be prompted to enter a user ID and password.  You may enter the same that you use to log in to Online Banking.  Complete all fields containing an asterisk on the enrollment form and accept the Terms and Conditions.  Your enrollment is complete. 
 
After your enrollment, the link to Bill Pay is located below the list of your accounts with Valley Bank.  Just click on your account number under the “List of Bill Pay Plus Accounts” section.  After your initial enrollment you will be prompted to establish your security data on your next log in.
 
Cash Manager customers will log in and select the Bill Pay button located in the upper right corner of the screen.  Click Enroll.  Enter a user ID and password.  You may enter the same that you use to log in to Online Banking. You will use this log in to access Bill Pay. 
 
Complete the enrollment form and submit.  Your enrollment may take up to three business days to be approved.  To log in to Bill Pay again, click the Bill Pay button and enter the user ID and password you created when you enrolled.

All you need is an Internet Service Provider (ISP) and a Web Browser that supports 128-bit encryption, such as Microsoft® Internet Explorer (version 4.0 or higher).

Business customers can use Business Bill Pay available through Cash Manager.

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What are the Security Key and Challenge Phrase Questions all about?

It’s all about protection.  When you first log in to bill pay you will be asked to select 3 or 4 challenge phrase questions and enter a onetime security key.  Your security key should have 1-10 digits, any combination of numbers and/or letters.  Once you establish this key, each time you enter bill pay you will see it fade in and out.  If you have completed the security key and do not see it, you should exit Bill Pay and contact Bill Pay Support Services at 866-722-8990.

You will be prompted to answer your challenge phrase questions when making changes to your bill pay service. If you answer incorrectly you could disable your service. If you become disabled contact Valley Bank online support at (253)770-7680 or Bill Pay Support Services.

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How do I set up my payees?

You may add payees any time by selecting “Add a Payee” from the “PAYMENTS” or PAYEES tab. You may pay a company, an individual, or send a payment to another bank.

To pay a company:

Using the company billing statement, follow the instructions to enter the payee information.

If the payee entered is in the database you will be able to schedule a payment immediately. If not, it may take up to three business days for remittance data verification.

To pay an individual:

Complete the requested information and submit.  The payee will go into pending status awaiting activation.  You will be prompted to receive and verify an activation code.  Once activated you may schedule a payment to the individual.  You will not need to repeat the activation process again.

To pay another bank or credit union:

Follow the instructions to enter the payee information. 
If the payee entered is in the database you will be able to schedule a payment immediately. If not, it may take up to three business days for remittance data verification.

To pay a person:

If you do not know the banking information for an individual you wish to pay electronically, you may enter them into the system as a “person”.  Select “Add a Payee” from the Payments or Payees tab.  On the left side of the screen in the “Add a Payee” box choose “Pay a Person”. You will need to know the person’s email address and you will create a keyword. Once you confirm this payee using an activation code, the person will receive an Email with instructions on how to complete their part of the confirmation.  You will need to tell them the keyword to do so.  The payee will move to active status when the process is complete and this payee will be available for payment.  You do not need to repeat this process to pay this person again.

To transfer funds:

This option allows you to transfer funds from your bill pay account to another bank or credit union account that is in your name. From the Transfer tab select “Add Transfer Account”.  Complete the requested information.  You will then be prompted to activate your Transfer. When completed the transfer will move to active status and will be available for payment.

If you need assistance setting up your payees you may call Bill Pay Support Services at 866-722-8990, or click on the “Live Chat” button.  You may also view our Online Education Center for more information. 

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Are there any payees I cannot pay?

You should be able to pay any entity or individual with the following restrictions:

• The merchant must be located in the United States;
• Payments may not be remitted to tax authorities or government and collection agencies;
• Payments may not be remitted to security companies such as Ameritrade for stock purchases or trade taxing authorities
• No court directed payments such as alimony, child support, or other legal debts.

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How do I make a payment?

Under the “PAYMENTS” tab, select “Single Payment”. Select the payees you wish to pay from the “Select Payee” box located on the left side of the screen. Enter the amount you wish to pay and the process date. Review your payments and submit.

To set up a recurring payment select “Recurring Payment” from the PAYMENTS tab, select the payee from the “Select Payees” box and complete the required information. Processing of recurring payments will not begin until activated/scheduled by you.

Remember to allow 5 to 7 days for your payee to receive the payment electronically. You must allow additional time for a payment sent by check. (The check is mailed from the East Coast.) Estimated processing time is indicated on your payee statement. We recommend that you follow these instructions. Rush Payments are available if you need to get your check payment to your payee faster. When scheduling your payment, click on the calendar icon for Rush Payment options.

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How do I know if the payment is sent electronically or paid by paper check?

From your “Payee” tab select “View Payees”. “Electronic” or “check” is printed under each payee name.

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When will my checking account be debited?

Your account will be debited on the process date. Bill Pay will send the payment to your payee on the next business day following the process date.

For a “Rush It” payment, a paper check is created with your account number on it and sent to your payee for next or second business day delivery depending on your selection. The funds will not be deducted from your account until the check has been processed by your payee and presented for payment. The “Rush It” fee will be deducted from your account on the payment process date.

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What happens if I do not have enough money in my account to cover a scheduled payment?

If funds are not available on the requested processing date, the bank may cancel your bill payment. If cancelled, you will need to reschedule the payment; the bill pay system will only process the payment one time. 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.

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How do I cancel a payment?

You can cancel a payment yourself online, or by calling Bill Pay Support or Valley Bank.  To cancel a payment, log on to Online Banking and go to your bill pay account.  Under the “PAYMENTS” tab select “Scheduled Payments”. If your payment is scheduled for today’s date, the payment must be stopped or canceled by 1 PM Pacific Time. 

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Do I have to make my payments or make changes to my payments by a certain time of day?

Payments must be scheduled, changed or canceled by 1 PM Pacific Time to be processed that day.

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My payee said they did not receive my payment. What do I do?

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 to reach your payee. Often it does not take this long, but this is the amount of time Bill Pay allows the merchant to receive and post payments. If the transaction has not been posted by that time, contact Bill Pay Support Services. They will be able to verify the payment was made and provide proof of payment for your payee.

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How do I make payments from multiple accounts?

You can pay bills from multiple Valley Bank accounts. The accounts must appear in your list of Valley Bank accounts when you log in to online banking. These accounts must be approved for bill pay use.

To add an additional account:
Under the “Payments” tab select “Add Payment Account”, enter requested information, review and submit.

The account is added in pending status. Allow 3 business days for approval. Once approved you will be able to select the account you wish to pay from as you schedule your payments.

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How do I get Bill Payment support?

You can get help by phone:	Toll free number 866-722-8990
E-mail:	Click on “Contact” or “Need Assistance?” in your Bill Pay site
Live Chat:	Click on the “Live Chat” button

 
Bill Pay support hours are 4:30 AM until 8:00 PM Pacific Time Monday through Friday.

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