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General Questions

Is paying bills online hard to do?

Paying bills online is easier and takes less time than opening the envelope containing your paper bill, reviewing it, writing a check and keeping and filing manual records of your payments. Once you've enrolled and entered your Payees, just enter a payment amount, schedule the payment date and you're done.

To make paying bills online even easier, you can receive your bills online from many of your Payees/Billers as well.

What is the difference between a Payee and a Biller?

Nothing. The two terms are used interchangeably to indicate someone to whom you make a payment, whether or not they actually send you a "bill" or invoice.

Do I need any special software or hardware to use Bill Payment?

No special software is necessary.

If I pay bills online, do I give up control of when payments are made?

Absolutely not. You'll always be in control of your accounts. You decide whom, when and how often to pay. Need to cancel or change a payment? No problem, as long as it's done before the processing date.

What is the Payment Assistant?

The Payment Assistant is an application layer that displays over the mini-modules on the right hand side of the Payment Center to assist the user in making payments, whether that user is new or experienced. The Payment Assistant provides a progressive experience, helping the user advance from basic capabilities of online bill pay to more advanced features at the appropriate time.

What is an Application Layer?

An application layer is a layered page that allows the user to interact with the product while the Payment Center page below it remains open as well. The primary page fades so the user can focus on a related task without distractions. Once the application layer is closed, focus is returned to the Payment Center. Application layers are not blocked by pop-up blockers.

Setting Up & Maintaining Payees/Billers

Who can I pay using Bill Payment?

You can pay almost any individual or business as long as they have a United States mailing address or receive mail at an FPO or APO address (APO - Abroad, APO - America or APO - Pacific). Please note that the following payment types are prohibited: Tax Payments, Court Ordered Payments, and Payments to Payees/Billers outside of the United States.

What if I do not have an account number for one of my Payees/Billers?

Sometimes you will want to set up a Payee/Biller with whom you do not have an actual account number. It's easy. Simply enter the customer service phone number for that company to enable a database search. If the database does not find a match, you may enter the rest of the information yourself.

How do I delete a Payee/Biller or change their payment information?

Delete Payees under the Payee Set Up tab. Under this same tab you'll also find the option to change a Payee's information.

What is the "Quick Add Biller" box?

For new bill pay users and customers who have only one or two billers stored in the system, the "Quick Add Biller" box provides a shortcut for adding more payees to your list of billers. Once you have several billers stored in the system, you will no longer see this box. When the box is no longer displayed, you can still add new billers any time you choose using the method shown in the tutorial.

Can I pay some of my bills from my main checking account and some of my bills from another account?

Yes. If you have more than one account with us, you'll see a dropdown menu at the top of the payment form listing all your accounts. You can select any of the accounts shown in the menu as the source of the payment. Be sure you note the funds you have used from the account selected, and keep in mind the account must have a balance adequate to cover the payment you are issuing.

Payment Processing

How do I know if a payment has been sent?

When you pay bills online, the service automatically creates a record of your payments that you can view at any time. This allows you to check the status of your payment and always have a general account of where you are.

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

Most transactions will be processed five (5) Business Days before your selected Scheduled Payment Date. It is understood that, due to circumstances beyond our control, even once they are received, some transactions may take a day or even a few days longer to be credited by your Payee/Biller to your account with them.

What do I do if my Payee/Biller never received my payment?

If you have a question regarding a payment, use the Messages link at the bottom of the page. This link allows you to contact South Shore Bank via a fully secure environment regarding your account. Please provide a Payee/Biller contact name (if possible), address, and phone number.

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

You do not need to do anything with that portion. Bill Payment will provide all of the necessary information to the Payee/Biller with each payment.

How far in advance can I schedule a payment?

You can schedule a payment up to one year in advance of the payment due date. Do not forget to allow five business days in between the scheduled payment date and the due date. A good example of when you might schedule a payment that far in advance could be to pay annual dues to an organization or association, or to send a birthday or anniversary check to someone.

What about payments I make every month for the same amount?

Easiest of all: establish a recurring payment. A recurring payment must be made at specified intervals (i.e., weekly, biweekly, semi-monthly, every 4 weeks, monthly, bi-monthly, quarterly, semi-annually, or yearly) for the same amount each occurrence. Set the payment frequency and the amount you wish to pay and, however you set it, your payments will be made as indicated. All you have to do is deposit the money to cover the payments. Set it and forget it!

How is the payment sent to my Payee/Biller?

You will not always know if your payment is sent electronically or by paper check. While many payments will be made electronically, some Payees/Billers cannot receive electronic payments (such as individuals). Those Payees/Billers will be sent payments by paper check.

When is the money for my payments taken out of my account?

Your account will be debited on your scheduled payment date.

Without a check stub or a canceled check, how can I prove that I made a payment?

One of the advantages of paying your bills using Bill Payment is that there are generally far fewer opportunities for errors to occur. However, in the event that you do need to provide proof of payment, there are many different tracking systems in place. For example, your financial statement will reflect debits to your account, and include the name of each Payee/Biller.

How can I stop a scheduled payment?

All online payments can be canceled before they are processed (5 or more business days prior to the requested due date). Once the payment has been processed, additional modifications are not possible.

Getting Help & Signing Up

Who do I contact if I encounter problems when paying bills online?

As with any questions about your checking account, contact our Customer Information Center for assistance. You can call us at (781) 682-3715 or email us at cic@sssb.com.

How do I sign-up for Bill Payment?

To sign up for Bill Payment, you must be enrolled in our Online Banking service. Once enrolled, just log into Online Banking and select the Bill Payment link.  Click here to sign up for Online Banking.

E-Bills

What are e-Bills?

E-Bills are your regular statements delivered to you electronically by your Payee/Biller. You can choose either to have the Bill Pay service pay the bills automatically (under a certain dollar amount) through e-Bill Auto-Pay, or pay the bills according to your chosen schedule or amount.

How do I set up my Payee/Biller for e-Bills?

The fastest way to create e-Billers is to choose from the pre-defined list. The Merchants on this list capable of sending e-Bills are indicated by an asterisk(*).

Will I still receive a paper bill in the mail from the e-Biller?

No. You will no longer receive your paper bill. However, you can print out any bill if you would like to keep a paper copy for your records. Your bills, statements, and notices are available online for six months from their arrival date; then they are archived.

How do I know when I have new e-Bills to pay?

When you log on, you'll see the number of new bills, statements, and notices you've received. Also, you'll receive a reminder e-mail to notify you of new bills in your account mailbox if they have not been viewed within four days of delivery.

When will I receive my e-Bill each month?

Most Payees/Billers will use their established billing cycle, so you can expect to receive your bill at approximately the same time of the month that you currently receive your paper bill.

If I don't understand something on my e-bill what should I do?

For questions specific to a particular e-Bill, contact that e-Biller directly.

Person-to-Person Payments with Popmoney

What is Popmoney?

Popmoney is an innovative personal payment service offered by leading financial institutions that eliminates the hassles of checks and cash. Now, sending and receiving money is as easy as emailing and texting. And you don't need a new account to send or receive money. Just use your current bank account.

What can I use Popmoney for?

Popmoney is easy and convenient for you and the people you send money to. They can simply receive the money into their bank account online, saving them a trip to the bank. The following are just a few of the convenient ways that you can use Popmoney:

  • Send money to your child at college
  • Send a gift to family and friends
  • Reimburse friends for that fun outing
  • Pay your babysitter or your lawn care service
  • Pay rent to your landlord or roommates
  • Request money from your friends for their portion of a bill

What are the different ways I can send money to someone?

You can send money to someone using their email address, mobile number or bank account information:

Email address: your contact will receive an email with instructions on how to direct the payment into his or her bank account.

Mobile number: a text message will be sent to the recipient on your behalf with instructions on how to direct the payment into his or her bank account. You may want to tell your contact that standard message and data rates may apply.

Bank account information (routing and account number): the money will be deposited directly into your contact's bank account. You will also have the option to send an email to your contact.

Can I cancel a payment?

Yes, you may cancel a payment anytime before or on the send date. Your contact will be notified if you cancel a payment after a payment notification has been sent.

When will the recipient receive the funds?

Funds will normally be available to the recipient on the next business day if you are sending money to someone who has used Popmoney and has selected the Automatic Deposit option. Funds will also be available on the next business day if you have provided your contact's bank account information. In some cases, like when you have exceeded payment limits, the funds will be available in three business days.

What are the fees associated with the service?

A fee may be charged for each Popmoney transaction. Fees for the transaction are displayed below the amount field.

How secure is Popmoney?

From the moment information is sent to Popmoney to the time it is stored and accessed again, it is encrypted using industry leading software, hardware and algorithms. Security is also utilized at specific points and actions in the product. For example, to help prevent an unauthorized person from fraudulently depositing someone else’s payment, one-time passcodes are used. For every initial payment to a new email address or mobile phone number, a one-time passcode is sent to the user. The user must provide that passcode back to Popmoney to verify his “ownership” of that mobile number or email address before he can deposit the payment.

Can I send money internationally?

No, currently you can only use Popmoney to send money within the United States. If you send a payment to your contact's email or mobile, your contact will be required to provide a US bank account to receive the funds. Otherwise, the payment cannot be processed and the funds will be returned to your bank account.

For more FAQs regarding Popmoney, please visit your Bill Pay page within Home Banking and click on the Popmoney link.



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