Working with Keys Bill Pay

• How do I enroll?
• How much does Keys Bill Pay cost?
• Do I need any special software or hardware to use Keys Bill Pay?
• When I hit the “enroll” button, I’m getting an error message that says “page not displayed”
• To confirm enrollment, the system asks me to key in the last four digits of my social security number. I am a joint on the account. Whose social security number do I use?
• When enrolling, I am receiving the following error message: “Vendor information is not available at this time! Please contact your financial institution.” What do I do?
• Who can I pay with Keys Bill Pay service?
• When is the money for my payments taken out of my account?
• How is the payment sent to my Payee?
• Can I print out a copy of a check?
• How far in advance of the due date should I schedule my bill payments?
• How many days does it take for my payment to reach the Payee?
• How do I know if a payment has been sent?
• What happens if my payment is not made on time?
• I have a checking account and a money market. Both are listed on the Payment Account Information page. How do I know which one is which?
• How do I view my scheduled payments?
• How long does it take for a payment to appear on the payment list?
• How can I find out the term of a recurring payment?
• How do I cancel a payment that I have already scheduled? What if the payment has already been sent?
• I want to set up a payee, and the payee is listed in the list of payee categories. However, I don’t want it to use the e-bill option.
• What if I do not have an account number for one of my Payees?
• 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?
• What do I do if one of my Payees addresses changes?
• Can I schedule a payment in advance? How far in advance can I schedule a payment?
• What about payments I make every month for the same amount? How can I do this easily without repeating the payment request every month?
• How do I change my personal information?
• The Keys Bill pay screen is very small. Is there a way to make it larger?
• What happens to my Bill Pay service if I don’t use it actively?
• How do I terminate or discontinue Keys Bill Pay service?

Security

• Will my money be safe?
• Is using Keys Bill Pay safe?
• What happens if someone gets into my bill payment account and schedules unauthorized transactions?

How do I enroll for Keys Bill Pay?

To sign up for Keys Free Bill pay service, you must first login to KeysFCU Online Banking. From the main menu, click on “Bill Pay” and complete the enrollment process. Once you have completed the process, you can immediately begin to use Keys Bill Pay.
You will receive a confirmation E-mail message, generally within an hour after your enrollment. Complete the confirmation process as directed in the message. This enables you to receive E-mail payments from other members.

How much does Keys Bill Pay cost?

Keys Bill Pay is entirely FREE!

Do I need any special software of hardware to use Keys Bill Pay service?

You only need a browser capable of 128-bit U.S. Security Encryption installed on your PC, e.g., the latest version of either Microsoft’s Internet Explorer or Netscape’s Navigator. If you do not have sufficient browser encryption, you will receive an “insufficient Browser Encryption” error message when you try to log on to Keys Bill Pay service. In addition to the error message, you will be provided with links to sites where you can obtain the required encryption upgrades for your browser.

When I hit the “enroll” button, I’m getting an error message that says “page not displayed”.

You may try to click the “back button” and click “enroll again.” If that doesn’t work, cancel out of Bill Pay and try again.
This may be a browser/pc configuration problem. Make sure that you are using a current version of IE or Netscape and have not disabled cookies or Java. If you are using XP, make sure you have installed service pack 1 and are not using a pop-up blocker or firewall.

To confirm enrollment, the system asks me to key in the last four digits of my social security number. I am a joint on the account. Whose social security number do I use?

Please use the last 4 digits of the primary account holder’s social security number.

When enrolling, I am receiving the following error message: “Vendor information is not available at this time! Please contact your financial institution.” What should I do?

This most likely means that we do not have your home phone number and/or birth date loaded in our computer system. This information is needed for Bill Pay enrollment for both personal and commercial accounts. Pelase call our Member Service Center at (305) 294-6622 or (800)805-7535 or e-mail us at info@keysfcu.org so that we can update your account with this information.

Who can I pay using Keys Bill Pay service?

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

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

Your account will be debited on your scheduled payment date (the date that you want the payee to receive the payment). If a payment is sent via laser draft, funds will be debited similar to a personal check (when the check is presented for payment).
Note: If you schedule a payment for a date that falls on a weekend or holiday, the payment date is moved to the previous business day.

How is the payment sent to my Payee?

When using the bill payment service, Keys Bill Pay determines if the payment will be made electronically or by check, based on whether the payee accepts electronic payments and other guidelines. For example, some payees, such as individuals, cannot receive electronic payments, so a check is printed and sent to the payee. Whether a payment is made electronically or by check, the payment is processed to reach the payee on time.

Can I print out a copy of a check?

Reprints of Keys Bill Pay checks can be requested using the Cleared Checks link the KeysFCU Online website.

How far in advance of the due date should I schedule my bill payments?

When making a payment, the first available payment date allowed by Keys Bill Pay is four business days from today. The payment date is the date that the payment is due. The earliest possible date to schedule a payment (four business days from today if before 8 PM Eastern Time) will be pre-filled on your payment screen.

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

The payee should receive the payment on the scheduled payment date.

How do I know if a payment has been sent?

After the payment date, check Payment Activity to see if the status of the payment is Processed. If the status is Processed, then the payment has been sent to the payee. You can also check to see if the funds have been withdrawn from your payment account.

What happens if my payment is not made on time?

With the CheckFree Guarantee, if Keys Bill Pay Service does not properly complete a bill payment on time, they will pay any late fees or finance charges (up to $50 per transaction) and resolve any credit issues, as long as your account is in good standing with the merchant. They will also be liable to you if they fail to stop a payment based on your timely order to do so. However, you are responsible for scheduling your bill payment sufficiently in advance of its due date, not its late date, to avoid the imposition of late fees and excess finance charges, in accordance with the Service Terms and Conditions.

I have a checking account and a money market. Both are listed on the Payment Account Information page. How do I know which one is which?

Your accounts are identified by the MICR numbers. The checking account is typically listed first, then the money market. To easily be able to identify which one is which, simply call the 800 number listed on the website: (888) 918-7589, and they can nickname your accounts for you. You can determine which account is which by comparing the MICR numbers to the numbers listed on your checks.

How do I view my scheduled payments?

Your Payment List is found under Payment Activity. The payment list shows all of the payments you have scheduled through the service for the past 30 days and 30 days into the future. The list can be filtered by payee, date range, category, payment account and status.

How long does it take for a payment to appear on the payment list?

By default, the bill payment trasactions for all payees are listed for the date range 30 days in the past and 30 days in the future.

How can I find out the term of a recurring payment?

Go into Make Payments, then to Repeating Payments. Here you can view a list of your recurring payments.

How do I cancel a payment that I have already scheduled? What if the payment has already been sent?

Select Payment Activity. Click on the Cancel link next to the payment you wish to cancel, then select Yes to confirm your action. Note: if your payment is in process or has already been processed, you will not be able to cancel your payment online. In this case you will need to place a Stop Payment. Call Keys Bill Pay Customer Service at (888) 918-7589. they may, in some instances, be able to stop the payment manually.

I want to set up a payee, and the payee is listed in the list of payee categories. However, I don’t want it to use the e-bill option.

You will need to set up the payee manually.

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

Sometimes you will want to set up a Payee with whom you do not have an actual account number. In these cases, simply type in an appropriate annotation (e.g., if paying the dentist for your child’s orthodontic work, you could type in “Pat’s orthodontic work”).

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. We send each of your payments with your payee account number and payee information, so the payees are able to credit your account appropriately.

What do I do if one of my Payee’s addresses changes?

Click on the Payee Set up button on the main menu, then select View/Change Payees option next to the payee you would like to change. Here you will be able to change the address for any Payee you select.

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

Yes. You can schedule a payment up to one year in advance of the payment due date. Do not forget to allow five business days between the schedule payment and the 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 a recurring payment; a recurring payment must be made at a specified frequency (e.g., weekly, biweekly, monthly, quarterly, tri-annually, semi-annually, or yearly) for the same amount each occurrence.

How do I change my address or change my personal information?

It’s important to keep your personal information up to date so that we can contact you if necessary. You can review your personal information on the My Profile page. To change your information, please contact Keys Federal Credit Union.

The Keys Bill Pay screen is very small. Is there a way to make it larger?

Yes. Use the F11 key to enhance the size of the page.

What happens to my Bill Pay service if I don’t use it actively?

When you do not pay a bill for 3 months, your Bill Pay account will be considered inactive, and your Bill Pay subscription will be de-activated. When you are ready to pay bills again using Keys Bill Pay, simply call Keys Bill Pay Customer Service at (888) 918-7590 to reactivate the service.

How do I cancel or discontinue my Keys Bill Pay service?

Go to the My Profile page and click Service Setup at the top of the page. On the My profile – Service Setup page, click Cancel Your Service at the bottom of the page.

Will my money be safe?

Yes. CheckFree, the provider of our Keys Bill Pay service, establishes a secure connection between your browser and the Bill Payment Processing Center. Everything you transmit is secure.

Is using Keys Bill Pay safe?

Our Bill Pay service is operated by CheckFree, the largest and most respected bill payment service provider in the country. CheckFree's Bill Payment Processing Center supports a 24 hour a day/7 days a week non-stop operation with state-of-the-art monitoring. It is equipped with the latest in firewall and security technology, and is supported by a combination of reliable, fault-tolerant, and redundant servers that provide optimal system availability.

What happens if someone gets into my bill payment account and schedules unauthorized transactions?

This has never happened to any of our members. However, through the CheckFree Guarantee, as long as you notify us within two business days of when you first suspect fraud, your liability for unauthorized transactions is limited to only $50. This is similar to the protection provided by most major credit cards.