Bill Pay Frequently Asked Questions

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

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I enrolled for Bill Pay and received notification that my application was approved. How do I get into Bill Pay?

For consumers, when you first log in to Online Banking, your list of Valley Bank accounts is displayed under the “List of Accounts” header. Down below that is a header that reads “List of BillPay Plus Accounts”. The account number(s) that you set up for Bill Pay will be listed here. Clicking on the account number takes you into Bill Pay. If your account number is not listed, contact Valley Bank at (253)770-7680.

Cash Manager customers will log in to Business Online Banking then select the Bill Pay button located in the upper right corner of the screen. Enter the User ID and password entered during enrollment.

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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 one time 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 two fading boxes. One will show your name and the last time you accessed Bill Pay, the other will show your security key. If you have completed the security key and do not see the boxes, 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 the “Payees” tab, “Add a Payee”.

To pay a company:

From the “Add a Payee” menu box on the left side of the screen select “Add a Bill” then follow the instructions to submit your payee.

If there is a match the search will return a Payee. If the Payee information displayed matches your Payee information, submit payee, otherwise click “This is not my Payee” and enter the requested information.

If your payee is not in the system, it will be added in a pending status. Please allow a minimum of 3 business days for your payee to be activated.

To pay an individual:

From the “Add a Payee” menu box on the left side of the screen select “Add a Person” then follow the instructions to submit your payee. You will need the individual’s Email address and create a keyword. The payee will go into pending status awaiting confirmation. You will receive an Email with instructions on how to complete the confirmation using the keyword you entered. Your payee 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 individual again.

To transfer funds:

From the “Transfer” tab select “Add a Transfer Account”. Complete the requested information and submit. An Email will be sent to you with instructions on how to complete the confirmation process. When completed, the transfer will move to active status and be available for payment.

If you need assistance setting up your payees, call the Bill Pay Support Services toll free number, 866-722-8990.

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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 or Recurring Payment.

For a single payment select your payees from the Select Payee menu box located on the left side of the screen then enter the process date you want the payment sent and the amount and submit. Review your payments; this screen will show estimated payment arrival. Choose edit to change your payments or submit.

For a recurring payment select one payee from the Select Payee menu box located on the left side of the screen then complete the required information and submit. Review the payment and choose edit to change it or submit.

Remember to allow a minimum of five (5) to seven (7) days between the day you request a bill to be processed and when you want your payee to receive an electronically transmitted payment. You must allow additional time for a payment sent by check. (The check is mailed from the East Coast.)

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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 may call Bill Pay Support or Valley Bank to cancel, or cancel the payment yourself. If your payment is scheduled for today’s date, the payment must be stopped by 1 PM Pacific Time. To cancel a payment, select “Scheduled Payments” from the “Payments” tab. You will see your scheduled payment and two options, “Edit” and “Stop”. Select “Stop” and then click “Stop Payment” on the next screen.

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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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What are Preferences?

You can personalize your bill pay by setting any of the preferences available in the “Preferences” tab. (Business Bill Pay preferences may also be found under “Admin Tools”)

“Reminders/Email Options”: schedule Email payment reminders and make changes to Email addresses.

“Security Settings”: add or change thresholds and challenge phrase options.

“Payment Options”: arrange payees by category, set default payment account


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What is a Gift Check and how do I order one?

A Gift Check is just like sending a personal check for a special occasion or to donate to a special charity as an expression of sympathy or to honor someone except it is sent on a decorative check ordered through the Bill Pay program. You choose the occasion and design. The check has your name and account number on it and the funds will come out of your account when the check is cashed by its recipient. The fee, which is disclosed in the “Gifts” tab, is deducted from your account when you order the check. The check is mailed from the East Coast so make sure you allow enough mailing time.

When you enter Bill Pay, from the “Payments” tab select “Single Payment”, then “Send a Gift Check” from the Single Payments menu box located on the left side of the screen. Follow the instructions to complete your gift check.


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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.

If you feel you have not received satisfactory support from Bill Pay Support Services, please contact Valley Bank at (253)770-7680.

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