Bill Payment - Frequently Asked Questions (FAQs)

How do I sign up for Sooper Credit Union's Bill Pay?

To gain access to Sooper Credit Union's Bill Pay, log on to Online Banking using your member account number and password. Once you're logged in, select the "Bill Pay" icon from the Online Banking menu. Then read and agree to the Terms and Conditions Agreement, select the default funding account, and confirm the registration.

How much does it cost to use Sooper Credit Union’s Bill Pay?

Sooper Credit Union's Bill Pay is FREE.

Who can I pay using Bill Pay?

You can pay any individual or entity as long as the individual or entity has an address in the United States or its possessions/territories. Payee examples include: your monthly telephone or utility bill, rent, credit card bills, daycare, or payment by check to your son/daughter who is away at college. However, at this time, the IRS does not accept payments through the bill pay system.

How many separate payees may I add?

The number of payees you may add to Bill Pay are unlimited.

How many bills can I pay each month through Bill Pay?

The number of bills you can pay each month are unlimited.

Do I need to contact each of my Payees and let them know that I am going to be using an automated bill pay system to pay them?

No, that isn't necessary.

Can I send money to an account at another financial institution?

Yes. In order to do this, you will need to add the financial institution as a payee. Be sure to reference the account number where the funds should be credited and the name on the account, as well. Funds for these payments will be issued in the form of a check.

How many days does it take for my payment to reach the Payee?

The service automatically determines the earliest possible due date/deliver by date based on the number of business days required to deliver a payment to the Payee. This is affected by whether or not the Payee has agreed to accept remittance of payments electronically (typically one (1) or two (2) business days) or requires payments be delivered by check (typically four (4) or five (5) business days).  A Payee’s location or policies for posting and crediting payments may require additional business days.  Payments scheduled after the service’s cut-off time shall be processed no earlier than the following business day. Currently, the cut-off time is 2:00 p.m. Mountain Standard Time, but the service provider and/or Sooper Credit Union may change the cut-off time without prior notice. 

My payee needs proof that they received my check. How may I obtain a check copy?

To request a copy of a check, please send a secured message through the bill pay service. The secured messages option is located under the Administration tab.

Check copy requests can also be submitted by phone by calling 303-427-5005 locally or toll-free at 1-888-SOOPER-1. There is a fee for this service.

When do I need to have the funds in my account to cover my bill pay request?

You need to have available funds in your account by 7:00 a.m. on the prescribed "deliver by" date.

Can I schedule a payment if funds are not available yet?

You can schedule a payment any time for any amount. If the funds are not available on the scheduled "deliver by" date, the payment will be treated as an NSF and a fee will also be assessed.

What do I do if one of my Payees' addresses changes?

The database is updated automatically if Payee information changes. To manually alter information:

1. From the list of people and businesses you pay on the "Make Payments" page, click the appropriate name.

           Result: A window with a listing of tasks appears.

2. Click the "View/Change Payee Details" link.

           Result: The Payee Details page appears.

3. Within the payee information section, click the "Change Payee" link

           Result: The Edit Payee page appears.

4. Make the required changes and click "Save Changes."

Note: You cannot change address information if you are receiving e-bills or if this is a consolidated payee. A consolidated payee is an organization, which provides us with a preferred address to which payments should be sent. This address may be different than the address originally entered, which is displayed online.

           Result: A confirmation page appears that details your payee information changes.

Can I pay a person or business if I don’t have an account number?

Yes, you don't need an account number to make a payment.

How does my payee know whom the payment is from?

When you set up a new bill, the information you enter (such as an account number) and the name on the bill is passed on to your payee with the payment.

What do I do with the part of the invoice or bill that I usually mail back to the Payee with my payment? Doesn't the vendor need that to process my payment?

No. You can simply destroy that part of your bill. All of the necessary information is provided by you by accurately filling in the required fields, and the service provides this information to the Payee with each payment.

How is the payment sent to my Payee?

There are two possible methods of submitting the payment to your Payee: Payments may be made electronically via the Automated Clearing House (ACH) or by a check. The method of payment depends upon the processing method that can be accommodated by the Payee (e.g., some Payees are unable to accept electronic payments). Note: You cannot select the payment method; this is determined systematically at the time of payment processing.

Can I schedule a payment in advance? How far in advance?

Yes. You can schedule a payment up to one year in advance of the payment due date.

What about payments I make every month for the same amount? How can I do this easily without repeating the payment request every month?

You can establish an automatic payment. An automatic payment gets paid by establishing the interval when the payment should be made, along with other supporting payment details. You specify the amount, the frequency, the start date and the number of payments.

Can I change an automatic payment to a manual payment?

Yes. To change an automatic payment to a manual payment:

1. Click the "View/Change Payee Details" link.

           Result: The Payee Details page appears.

2. Within the Automatic Payments section, click the "Change Options" link.

           Result: The Set Payment Options page appears.

3. From the Payment option field, select "Pay Manually."

4. Click "Save Changes."

           Result: A confirmation page appears summarizing this change.

Can I make a payment from any of my accounts?

You can make payments from any associated checking account.

Can I place a stop payment on a bill payment?

You may request to stop payment after a payment has been processed by contacting us at 303-427-5005 or toll free at 1-888-SOOPER-1.  The service’s ability to successfully stop payment depends on how the funds were remitted to the Payee and the elapsed time since the payment was processed.  The service provider and Sooper Credit Union will make commercially reasonable efforts to stop payment per your request, but shall have no liability if unsuccessful.  You may be charged a stop payment fee for each request.

What should I do if the payment has been deducted from my account, but has not yet been received by the creditor?

Please send a secured message or contact us at 303-427-5005 locally or toll-free at 1-888-SOOPER-1, to have the payment researched.

What web browsers do you support?

We regularly monitor and test browsers to ensure the highest security standards. The following browsers and operating systems are supported:

Other browsers and operating systems may be used; however, they are not supported and some features may not function properly. A new version of a browser or operating system will be supported shortly after the release date.

For maximum security, always use the latest version of a browser. Beta versions of browsers and operating systems are not recommended or supported. Additionally, if a browser or operating system is no longer supported by the vendor, it is not supported.

Is there an easy way to ask questions about Bill Pay, such as questions about a payment or a payee?

Yes, you can send a secured message. To send a secured message:

1. From the main Bill Pay screen, select "Administration"
2. Select "Send Message."
3. Fill in the "Subject" and "Message Field" and select "OK."
4. Your message will be sent directly to a member service representative. You will  receive your reply on the same page.

How do I terminate or discontinue Sooper Credit Union Bill Pay?

Please contact us at 303-427-5005 (toll-free at 1-888-SOOPER-1) and a representative will assist you. 

When will my cancellation take effect?

Typically, your cancellation will become final at the end of your next billing cycle.

Until your deactivation date, you will be able to access the site and complete transactions as you normally would. However, you will be unable to schedule payments past your deactivation date.

In some cases, your service is cancelled the same day you request it. For more information, please contact us.

If I decide to stop Bill Pay, when and how may I restart the service if I choose to?

You may restart the service at any time, by selecting the "Pay Bills" option on the online banking main menu. You will again need to agree to our terms and conditions on the "Bill Payment Registration" screen. Please keep in mind, once you stop Bill Pay, all of your payee information will be deleted, and you will need to add your payees again after restarting the service.

Revised January 2013