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Frequently Asked Questions

General Information | FAQs About Payments


General Information

 What is Resident ePay?
 How secure is my payment and personal information?
 Can I pay by credit card through Resident ePay?
 How do I change my personal information?
 I have questions about how to use one of the Resident ePay Online Payment features.


Q: What is Resident ePay?


A: Resident ePay is a service that lets you pay online using any bank account, such as a checking account, money market account, or brokerage account. No matter what payment account you use, your payment is protected and your payments are guaranteed.

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Q: How secure is my payment and personal information?


A: Resident ePay uses several methods to ensure that your information is secure:

  • Sign-in ID and Password: Your sign-in ID and password are unique identifiers that only you know. As long as you don't share your ID and password with anyone, no one can sign in to the Resident ePay Online Payment Service as you.
  • SSL: Resident ePay uses SSL (secure sockets layer) which ensures that your connection and information are secure from outside inspection.
  • Encryption: Resident ePay uses 40-bit or 128-bit encryption (whichever your browser supports) to make your information unreadable as it passes over the Internet.
  • Automatic Sign Out: Resident ePay automatically signs you out of your online session if you are inactive for a period of time.

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Q:Can I pay by credit card?


A: Resident ePay uses your bank account for making payments.  At this time, online payments cannot be made by credit card.You can use any checking account or money market account that offers you check-writing privileges from any financial institution that supports electronic transactions.
 
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Q: How do I change my personal information?


A: It's important to keep your personal information up to date so that we can contact you if necessary. To review or change your personal information, first sign-in to your account. Then click MyProfile to go to the Personal Information page. On the Personal Information page, change your information and then click save.

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Q: I have questions about how to use one of the  Online Payment features.


A: Resident ePay can help answer questions about how to use the service as follows:

  • Click Help & FAQ on any Resident ePay page to open a help page.
  • Read through the list of frequently asked questions (FAQs) in the help if you want more general information or before you send us a message.

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FAQs About Payments

Payment Questions and Problems

 What do I do if the payee has not received or credited my payment?

How can I confirm that a payment has been made?

 How do I cancel a payment?
 How do I change a payment?
 How do I know what the status of my payment is?
 My browser experienced problems or timed out after I confirmed my payments. How do I know if they were scheduled?

Payment Process Questions

How does the payee receive my money?

What types of accounts can be used to make payment?

Scheduling Payments Questions

What is the earliest payment date I can schedule?

How far in advance of the payment date should I schedule my payments?

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

When does the payee receive my payment?

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Payment Questions and Problems

Q: What do I do if the payee has not received or credited my payment?


A: Sometimes the payee may not credit your account immediately after receiving a payment. If the payment is not credited in a reasonable amount of time, take the following steps to resolve the problem:

  1. Wait five days after the scheduled payment date to see if the payee credits the payment to your account.
  2. If the payment is not applied to your account, call the payee to see if they received the payment and credited your account.
  3. When you call, gather the following information from the payee :
    • The name of the person who assisted you with your payment question.
    • The phone number you called to contact the payee .
    • The date you called the payee to inquire about your payment.
    • The amount of any late fees or finance charges assessed.
  4. If you were charged a late fee but scheduled your payment on time, ask the payee to waive any late fees or finance charges.
  5. If the payment is not credited properly to your account, you can send an inquiry about the payment to epayresidentcare@nwpsc.com .

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Q: How can I confirm that a payment has been made?


A: There are several ways to verify that your payment has been made:

  • After the payment date has passed, check the Payment Activity page to confirm that the status of the payment is Processed. Sign-in to your account and click the Payment Activity link.  After you are on the Payment Activity page, click View next to the payment to see more information about it.
  • You can also check to see if the payment has been withdrawn from your bank account.
  • You can call the payee to see if they received and credited the payment. Sometimes it may take the payee a few days to credit your account.

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Q: How do I cancel a payment?


A: You can cancel a payment that you have scheduled if the payment’s status is still listed as Scheduled on the Payment Activity page. Sign-in to your account and click the Payment Activity link.  After you are on the Payment Activity page, click Cancel next to the payment that you want to cancel.

Note: You can only cancel payments with a status of Scheduled.

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Q: How do I change a payment?


A: You cannot change a payment. You may cancel a payment, and enter a new payment in its place. You can cancel a payment that you have scheduled if the payment status is listed as Scheduled on the Payment Activity page.  Sign-in to your account and click the Payment Activity link.  After you are on the Payment Activity page, click Cancel next to the payment that you want to cancel.

Note: You can only change payments with a status of Scheduled.

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Q: How do I know what the status of my payment is?


A:   Sign-in to your account and click the Payment Activity link. After you are on the Payment Activity page, you should see one of the following statuses listed next to each payment.

  • Scheduled indicates that the payment is scheduled to be made.
  • Processed indicates that payment has been electronically processed by Resident ePay.Normally, the payee receives the payment on the payment date and credits your account. Payments with a status of Processed cannot be canceled.
  • Canceled indicates that the payment has been canceled, and will not be sent to the payee. 
  • Failed indicates that the payment was returned to us either because there was a problem when we tried to withdraw the payment from your payment account or because the account information sent with your payment was not enough for the business to credit your account. This status can also occur when the payment account associated with the payment has been closed.
  • Refunded indicates that the payee has refunded your payment back to your bank account.

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Q: My browser experienced problems or timed out after I scheduled my payments. How do I know if they were scheduled?



A:To determine if your payment was scheduled, sign-in to your account and click the Payment Activity. Look for the specific payment on the Payment Activity page. The following list describes the statuses you might see on the Payment Activity page:

  • Scheduled indicates that the payment is scheduled to be made.
  • Processed indicates that payment has been electronically processed by Resident ePay. Normally, the payee receives the payment on the payment date and credits your account. Payments with a status of Processed cannot be canceled.
  • Canceled indicates that the payment has been canceled, and will not be sent to the payee. 
  • Failed indicates that the payment was returned to us either because there was a problem when we tried to withdraw the payment from your payment account or because the account information sent with your payment was not enough for the business to credit your account. This status can also occur when the payment account associated with the payment has been closed.
  • Refunded indicate that the payee had refunded your payment back to your bank account.

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Payment Process Questions

Q: How does the payee receive my money?


A:  Payments will be made electronically in almost all cases. In some instances, based on guidelines that keep the payee from accepting electronic payments, payments will be made by check. No matter whether the payment is sent electronically or by check, as long as you have scheduled the payment to be paid on or before the due date, we will ensure that the payment arrives on time.

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Q: What types of accounts can be used to make payment?


A: You can make payments from any type of bank account with check-writing privileges, such as a checking account, money market account, or brokerage account.

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Scheduling Payments Questions

Q: What is the earliest payment date I can schedule?


A: Use the following list as a guide when you are selecting a payment date:

  • Payments may be scheduled on any calendar day.
  • Payments may be scheduled today, prior to 9:00 P.M.ET.  
  • If you schedule your payment after 9:00 P.M. ET today, the earliest available payment date is tomorrow.
  • Payments can be scheduled up to one year in advance.

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Q: How far in advance of the due date should I schedule my payments?


A: It is always best to select a payment date that is 2 business days before the due date. This ensures that the payee has plenty of time to apply the payment to your account.

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Q: When is the money for the payment withdrawn from my bank account?


A: The payment is withdrawn from your bank account on the business day following your scheduled payment date.

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Q: When does the payee receive my payment?


A: The payee should receive the payment on the payment date you selected when you schedule your payment.

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