I need to make a payment on Bill Pay; how can I?
If you are an existing Bill Pay user, simply log into digital banking, select “Pay Bills” from the menu items on the left, and follow the resulting steps.
If you are a new user, log into digital banking and select "Pay Bills". Complete the challenge phrases for security, accept the Terms and Conditions, and click "Submit". Follow the resulting prompts to pay a bill.
When can I enroll my eBills?
You can enroll in eBills for those billers that offer the service once you've received a paper bill from them. To enroll in eBills when available, find the biller in your eBill Center dashboard within Pay Bills, select "Request eBill PDF", and enter your login credentials for the biller's website.
What is a payee? Is it the same as a biller?
Most of the time, the payee is the same as the biller. A payee may also refer to a person if you're paying someone through the service. Generally, you may see Firefly use "biller" or "payee" to refer to someone you're sending money to through bill pay.
I scheduled a payment but haven't seen it come out of my account. Does that mean it didn't get paid?
Not necessarily; depending on how the payment was made (electronic or check), it may be debited from your account on the day following transaction processing. If a check is sent, it will debit from your account when the check is processed by the payee.
I recently scheduled a bill to be paid but was notified that the bill was sent prior to what I had scheduled. Why is that?
The notification you received is to alert you of the transaction being processed and is on the way to the payee; the payment won't actually be taken from your account until the date you had scheduled, though.
Why did my biller notify me that my payment was made with a credit card when I didn't use that form of payment?
Some payees request to receive bill pay-generated payments via single-use credit card to help expedite the payment process; this is indicated as an "electronic" payment and is a commonly-used method with many bill pay platforms.
I was notified that my recent bill pay payment was declined/refunded or returned to me via mail but I'm not sure why. What should I do?
It would be best to reach out to Firefly's bill pay provider for assistance as they will be best able to help resolve your specific situation. Please call (833) 257-5001 for help; it will also be beneficial to be logged into digital banking to refer to your bill pay account.
I can't activate a new payee in bill pay. Why?
This may be due to a recent change to your contact information. Chat with us or send us a secure message via Messages in digital banking for help. NOTE: We'll need to verify the recent changes you made so be prepared to share those details with us for assistance.
Want to learn more about bill pay? Check out our guide.