Welcome to the Bill Pay FAQ Page!
Here is where you will find all of our frequently asked questions and answers regarding the American 1 Bill Pay system.
Frequently Asked Questions & Answers!
How do I open Bill Pay in a new window?
To open Bill Pay as a larger window you must enable “pop-ups” on your computer. Pop-ups can usually be enabled through a message that appears on the top right of your screen in Chrome, or along the bottom bar in Explorer. We suggest you enable pop-ups for Bill Pay so every time you log in, you can easily go to the new window.
View the Opening Bill Pay video.
The information is all in a narrow long line. Can I get a better view?
Yes! When using the desktop version, you have two view options - “Pay Bills” or “Bill Pay Dashboard.” We recommend using the “Bill Pay Dashboard” view. This improvement allows you to see more of the functions of Bill Pay all in one place, making navigation much easier.
I don’t understand the two dates that show up when scheduling a payment in Bill Pay.
The “SEND DATE” and “ESTIMATED DELIVERY DATE” allow you greater flexibility when managing your bills. They mean different things for Mailed Payments (envelope icon) and Electronic Payments (lightning bolt icon).
SEND DATE – For a mailed payment, the send date is the date your check will be mailed through the US Postal Service from our Bill Pay fulfillment center.
ESTIMATED DELIVERY DATE – For a mailed payment, this date is the day your payment should arrive at the payee, through delivery by the US Postal Service. Funds will be withdrawn from your account once the check has been received and deposited by the Payee. Delivery date varies by the location of the payee.
SEND DATE – For an electronic payment, the send date is the date the funds will leave your account and be transferred to the Payee electronically.
DELIVERY DATE – For an electronic payment, the delivery date is the date the funds will be received by the Payee.
View the Scheduling Mailed and Electronic Payments video.
When I pay a bill, the money does not come out of my account at the same time that it used to. What is happening?
In our new Bill Pay Platform, funds that are sent to your Payees electronically leave your account shortly after 5 PM on the Send Date. Funds arrive in the Payee’s account the same day. Funds that are sent to you Payees by mailed payment leave your account when the Payee deposits the check that they receive in the mail.
I have been charged late fees because of errors with the conversion.
Can I get them refunded?
Yes. If bills were delivered late or were delivered to an incorrect payee address, or if bills were late due to other challenges related to the conversion, we will be happy to refund the cost of those fees. Please reach out to our Bill Pay Response Team at BillPayTeam@a1cu.org so we can gather the information and refund the fees.
Why are some Payees by Mail now that used to be Electronic?
When our old Bill Pay system transmitted payee information to the new system, some payee data transmitted the payment type, (mail or electronic) incorrectly. Although we have tried to correct the payment type on the payees affected, we have not been able to resolve this conversion issue automatically. See the next question for steps to resolve this problem.
Some of my bills were electronic and now they are being delivered by mail.
How can I get them to be paid electronically again?
This was a common conversion error. In most cases, if you delete the Payee and then re-add it, the Payee will convert from Mailed Payment to Electronic. If this does not solve the issue, or if you would like us to do this for you, please reach out to our Bill Pay Response Team at BillPayTeam@a1cu.org so we can gather the information and make the change for you.
I am concerned that my credit score may have been affected by a late bill due to the conversion. Can you help?
Yes. If a bill was delivered late as a result of the conversion, we can contact the Payee for you or write a letter of explanation communicating that you were not responsible for the late delivery of payment. Please reach out to our Bill Pay Response Team at BillPayTeam@a1cu.org so that we can gather necessary information about the payee affected. We will do everything we can to resolve the situation for you.
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