Frequently Asked Questions

WEB BILL PAY
Q: What is Fidelity Electronic Billing and Payment Services?
A: Fidelity Electronic Billing and Payment Services lets you schedule and make payments as well as receive and pay bills online through Fidelity Electronic Billing and Payment Service.

• You can pay anyone, anytime, anywhere in the United States, from your mortgage lender to your newspaper carrier.
• You can also set up repeating payments, such as car payment or rent.
• You can schedule single payments up to a year in advance.
  The only payments you cannot make through your bill payment service are court-ordered payments and state and federal tax payments.

Q: How does Fidelity Electronic Billing and Payment Service work?
A: There are two basic steps involved in using Fidelity Electronic Billing and Payment Service to make online payments:

1: Set up your payees.
2. Schedule payments.

When you first begin using the service, set up your payee list by adding the payees to whom you want to make payments. Some payees can also send electronic bills (e-bills). You only need to add each payee once. All of your payees are also listed on the Quick Pay page, where you can quickly schedule payments.
When you make a payment, you specify the date that you want the payee to receive the payment. We recommend that you schedule your payment date four business days before the actual bill due date to allow time for electronic processing or for mailing if a paper check is sent. Fidelity Electronic Billing and Payment Service determines whether a payment is sent electronically or by check, based on whether the payee accepts electronic payments and other guidelines.

After a payment is scheduled, it appears as Scheduled in Payment History. After the payment is processed, the status changes to Processed. The payee receives your payment on the payment date you specified and credits your account. Sometimes, however, the payee may take a few days to apply the payment to your account.

Q: How secure is my bill payment and personal information?
A: Fidelity Electronic Billing and Payment Service uses several methods to ensure that your information is secure.

• User Name and Password: Your user name and password are unique identifiers that only you know. As long as you don’t share your user name and password with anyone, no one can sign in to Fidelity Electronic Billing and Payment Service as you.
• SSL: Fidelity Electronic Billing and Payment Service uses SSL (secure sockets layer) which ensures that your connection and information are secure from outside inspection.
• Encryption: Fidelity Electronic Billing and Payment Service 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: In addition, Fidelity Electronic Billing and Payment Service automatically signs you out of a session if you are inactive longer than ten minutes. It is best if you sign out immediately after you are finished scheduling and making payments.

Q: I have questions about how to use one of the Fidelity Electronic Billing and Payment Service’s features.
A: Fidelity Electronic Billing and Payment Service has several ways that assist you in using its features:

• If you are a first-time user, on the Home page, click Quick Start to help you get started using Fidelity Electronic Billing and Payment Service.
• This product contains help that is available from each page. Click on any page to open help for a specific topic. Also, you can click the Help tab to open the help Contents page.
• If you have general questions, read through the list of frequently asked questions (FAQs).

PAYEE FAQs
Q: Who can I pay using my bill payment service?
A: You can pay anyone in the United States that you would normally pay by check or automated debit, with the following exceptions:

• State and federal tax payments
• Court-ordered payments

Q: What if a payee I want to make a payment to isn’t on the list of payees I have to choose from?
A: You can make payments to anyone you would normally write a check to. If you do not find the payee in the provided list, you can still add the payee by entering payee information such as your payee account number and the payee’s address and phone number. Once you enter the payee information, you can make payments to the payee at anytime.

E-BILL FAQs
Q: What is an e-bill?
A: An e-bill (electronic bill) is an electronic version of a paper bill that you can view online through Fidelity Electronic Billing and Payment Service.


Q: How does electronic billing work with Fidelity Electronic Billing and Payment Service?
A: Fidelity Electronic Billing and Payment Service lets you make payments and receive and pay bills online through Fidelity Electronic Billing and Payment Service. You can make payments to anyone, anytime, anywhere in the United States, from your mortgage lender to your newspaper carrier. The only payments you cannot make through your bill payment service are court-ordered payments and state and federal tax payments.
Electronic billing lets you receive electronic bills (e-bills) online through Fidelity Electronic Billing and Payment Service. Some payees are able to send e-bills to their customers. If you add a payee that is e-bill-capable, you have the opportunity to request e-bills from the payee.

Once your request has been authorized, you’ll receive an e-bill from the payee within a month or so, depending on the payee’s billing cycle. You can pay the e-bill directly, and you can also continue to make single payments to the payee whenever you need to.

AUTO-PAY FAQs
Q: What is Auto-Pay?
A: Auto-Pay is an optional feature available for some versions of this service. If Auto-Pay is available, you have the option to turn it on for most payees that send e-bills. Auto-Pay automatically pays e-bills by scheduling the payment date in time for the payee to receive the payment by the e-bill’s due date. Auto-Pay pays the e-bill’s minimum amount due. When you set up Auto-Pay, you can select to automatically pay the e-bill regardless of the payment amount, or you can select to set a limit on the amount automatically paid.

Q: How do I turn on Auto-Pay?
A: If Auto-Pay is available, you can set up Auto-Pay when you add a payee, or you can add it later by editing payee information from the Payee Setup – Payee List Page.

Q: Why was my e-bill paid late?
A: If a payee sends an e-bill late and the actual due date is before the earliest available payment date (remember Fidelity Electronic Billing and Payment Service needs a few days to process payments), Auto-Pay schedules the payment for the earliest possible payment date. Please contact your payee if an e-bill arrives late and you are charged a late fee.

PAYMENT FAQs
Q: Are my payments guaranteed?
A: With Fidelity Guarantee, you can be assured that your electronic payments are safe and reliable. When your payments are processed through Fidelity, you are protected in the unlikely event of unauthorized transactions or processing delays. 

Q: Can I make payments from more than one bank account?
A: Yes, you can make payments from more than one bank account. The account number you select when making a payment is the account your payments are withdrawn from.

Q: How far in advance of the due date should I schedule my payments?
A: Schedule your payments to be paid at least four business days before the actual payment due date. For example, if you have a bill due on the 15th of the month, schedule the payment date as the 11th of the month or earlier if the time period includes any weekends or holidays. The payment date is the day the payment is scheduled to be paid. Scheduling pay dates sufficiently in advance of the due date on the bill allows enough time for the payee to receive the payment and credit it to your account. Whether the payment is electronic or sent by mail, payees may not always credit your account on the same day that they receive the payment. Allow for extra time in this situation so the payment is not considered late, or contact the payee.

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