Bill Pay Support

Bill Pay FAQs

• Why do you need my routing number?

  The routing number uniquely identifies the financial institution for accounts. To use Bill Pay, we need both your financial institution's routing number and your account number. Credit Union of Colorado's routing number is 302075128.

• Why doesn't the download file contain all of my payment info?

  The download file does not include canceled or failed payments.

• Why did my payment fail?

  A failed payment may have been returned to us because the info you provided when you added the company or person wasn't sufficient for your account to be credited.

  You can send us a payment inquiry. Depending on the nature of the problem, we may be able to contact the company on your behalf in an attempt to resolve the problem.

• What if I am charged a late fee for a payment?

  Call the company’s customer service and ask to have the late fee or finance charge waived. If the problem still isn't resolved, send us a payment inquiry. We will contact the company on your behalf in an attempt to resolve the problem.

• What should I do if a company has not received payment or credited my payment?

  Sometimes a company may not credit your account immediately after they receive a payment. If the payment is not credited after two days, call the company’s customer service line. If the problem isn’t resolved, you can send us a payment inquiry on payments in Activity. We will contact the company on your behalf in an attempt to resolve the problem.

• What if I find a mistake with my payment?

  You can change a pending payment.

  You cannot change payments that have already been paid. You can send us a payment inquiry. We will contact the company on your behalf in an attempt to resolve the problem.

• Can I download my payment activity?

  You can download your pending and completed payments from Activity to a comma-separated values (CSV) file. You can import the file into a number of different personal financial software applications.

• How long is payment activity available?

  Payment info is available in Activity for 84 months.

• How do I know the status of a payment?

  Activity and Payment Detail provide a detailed status of your payment.

• Why can't I change contact information for a company I pay?

  We maintain relationships with thousands of companies, and manage their contact info for you. If the address changes, these companies contact us directly.

• Where do I change contact information for a company or person I pay?

  Go to the Send Money section of Payment Center. Open the row for the company or person and click the Details link.

• What if the company or person doesn’t accept electronic payments?

  If the company or person doesn’t accept electronic payments, we print and mail a check on your behalf.

• Are my payments guaranteed?

  With the Payments Guarantee, you can be assured that your electronic payments are safe and reliable. When your payments are processed through Bill Pay, you are protected in the unlikely event of unauthorized transactions or processing delays.

  The Payments Guarantee applies when all the payment and contact info provided is accurate.

• Why do some payments take longer to process?

  If the company or person you want to pay does not receive electronic payments, we print a check and mail it for you. This process typically takes three to five business days.

• How and when does a company or person receive my payment?

  We send payments electronically whenever possible. We send electronic payments to thousands of companies across the U.S. every day.

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• How do I pay an eBill?

  You receive electronic bills (eBill) in Payment Center of Bill Pay. When an eBill is due, it appears as soon as you select the company that sent it. You can simply click a link to enter the amount due and due date from the bill.

• How do I know if the payment was delivered?

  You can see the status of your payments in Activity. Payments start in a Pending status until processing begins.

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

  If the payment is sent electronically, the money is withdrawn from your account one business day after processing begins. If the company or person cannot receive electronic payments, we print a check and mail it to the address you provide.

  For some checks, the money is withdrawn one business day after processing begins. For others, the money is withdrawn when the company or person deposits or cashes the check.

• Can I change my payment?

  Yes, you can change a payment that has not started processing.

• What do I need to know about paying companies and people using Bill Pay?

  You can use Payment Center to pay any company or person with a U.S. address. Payment Center offers the flexibility and convenience of sending money from one place.

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• I haven't received my eBill. What should I do?

  If your normal billing cycle has passed and you still have not received your eBill, contact the company who bills you. Depending on billing cycles, the exact day you receive your bill each month may vary. Also remember that more than a month may pass before you receive your first eBill from a company.

• I'm getting an eBill, but I don't have the option to schedule payments based on the bill info. What can I do?

  Some companies don't offer the AutoPay scheduling options based on your eBill. However, you can always set up a recurring payment for the same amount at regular intervals.

• Can I set up AutoPay for an eBill?

  In most cases, you can set up AutoPay for an eBill to schedule payments based on the amount due and due date on your bill. You'll have different options to set the amount and date for your payment based on the bill info.

• I stopped receiving paper bills and now I want to have them mailed to me again. How do I do that?

  You can stop receiving eBills in Bill Pay any time after the company processes your request to receive them. Select the company from the Payment Center, open the eBills section, and choose the option to stop eBills.

  An entire billing cycle may pass before your paper bills resume.

• What happens when I stop receiving eBills?

  When you discontinue your eBill service, you start receiving your bills directly from the company again.

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• Can I pay an eBill by some other means?

  Yes, you can pay an eBill by some other means, such as by check.

  However, when you pay an eBill outside of Bill Pay, the status of the eBill remains Unpaid and it continues to appear in the Reminders section until you dismiss the reminder. To change the status, you can file the eBill and add a note about its resolution.

• How do I view paid eBills?

  Go to Activity. You can view paid eBills when you view the details of your payments.

• How do I sign up to receive eBills?

  When you add a company that offers eBills, you can enter the required info to request eBills, and we send your request to the company. When you complete the request for one company, you can sign up for eBills from other companies who offer them.

  To add an eBill for a company you’re already paying, look for the eBill options on the Payment Center.

• What is an eBill?

  An eBill is an electronic version of a bill or statement.

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• How do I clear reminders?

  Your reminder is cleared when you pay, dismiss, or file a bill. When you dismiss a reminder, it's removed from the Reminders list, but it will appear again. To permanently stop reminders, select the company or person on the Payment Center, click Reminders, and stop the reminders.

• I tried to cancel an automatic payment, but the payment is scheduled and showing up in my Pending Payments. What happened and what should I do?

  First, cancel the scheduled payment in Pending Payments if you don't want it to be paid. To change or stop all future automatic payments, select the company or person on the Payment Center, click AutoPay, and change or stop the AutoPay options.

• What happens if the scheduled delivery date falls on a holiday or weekend?

  If an automatic payment is scheduled for delivery on a non-business day such as a weekend or holiday, the date is adjusted to a business day.

  The Pending Payments section in Payment Center shows the adjusted delivery date. You can change the date as needed.

• How do I change or cancel all automatic payments in AutoPay?

  If you want to change or stop all future automatic payments, select the company or person on the Payment Center, click AutoPay, and change or stop the AutoPay options.

• How do I change or cancel the next scheduled payment in AutoPay?

  If you want to change only the next occurrence of an automatic payment, locate the payment in the Pending Payments section of Payment Center. Select the payment, and then click Change or Cancel.

• How can reminders help me manage payments?

  Reminders are useful when you want help remembering to make payments on time, but you aren’t ready to set up AutoPay. Set up and manage reminders from the Payment Center.

• What is AutoPay?

  AutoPay is a means to set up repeating payments in Bill Pay.

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• Where can I view my personal info?

  Go to Profile to view info such as:

  Your contact info (such as name, address, phone numbers, email address)
  Additional users on your account
  Service fee account
  It is important to keep this info current because that’s how we communicate with you.

• Why do I have to verify my account?

  We place limits on an unverified account to protect you in case someone uses your account without authorization. Verifying your account enables you to use all available features in Bill Pay.

• What kind of accounts can I use with Bill Pay?

  You can use checking accounts that support electronic transactions. In certain cases, you can also use money market accounts to pay bills.

• Can I use assistive technologies to use Bill Pay?

  Yes. Bill Pay follows the World Wide Web Consortium's Web Content Accessibility Guidelines (WCAG) 2.0 Level AA recommendations.

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• Is there a fee for using the Bill Pay service?

  No, there are no fees for the Bill Pay Service. There may be additional fees for expedited payment options as displayed on the Bill Pay platform.

• Who can I pay using Bill Pay?

  Pay anyone in the United States that you would normally pay by check, automatic debit, or cash.

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• How does Bill Pay work?

  Provide some info about the company or person you want to pay, and then tell us how much and when you want the payment made.

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• What is Bill Pay

  With Bill Pay you can pay any company or person you owe.

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