InvoiceCloud

Payer Support

Contact Your Biller

For the best support, please contact your biller directly. The organization listed on your bill has access to your specific account information and is the best point of contact for questions or concerns.

Payer FAQs

  1. Navigate to your bill provider’s website and select the online payment option.
  2. Select the bill type to be paid. 
  3. Enter the required search criteria in the fields provided.  The required fields could include name, account number, address, etc.
  4. After entering the required information, click submit.
  5. The system will display results based on the information entered. If the account is found, it will appear on the screen.
  6. If the account does not appear, it may be because the account is inactive or doesn’t have an outstanding balance.

After paying your bill, you may still see a balance for several reasons.  Some possible reasons may be:

  • When a new bill is created, it may “zero out” the balance on your previous bill to include your total amount due on your new bill, which may include past due charges. Please ensure you are viewing the most current bill.  
  • If the new bill hasn’t been generated yet or if there are adjustments or additional charges not accounted for, a balance may appear on your account.
  • Discrepancies in payment processing or incomplete payments could result in a remaining balance.
  • For additional assistance, contact your bill provider for clarification.

You can make a payment using the following types of bank accounts:  Personal Checking, Personal Savings, and Commercial Checking.  

  • Access your bill provider’s portal.
  • Select the bill to be paid.
  • Select ACH/EFT as the Payment Method.
  • Enter the 9-digit Routing Number.
    • Note: This 9-digit Routing Number can be found at the bottom of your check or deposit slip. It can also frequently be found on your financial institution’s website.  
  • Enter and reenter your Account Number.
  • Confirm your billing information and email address.
  • Review and confirm the payment.

There are numerous reasons why your ACH/EFT payment may have been rejected by your financial institution. Some of the most common reasons are: Insufficient Funds, Unable to Locate the Account, and Invalid Account information. Here are some important points to remember about ACH/EFT rejects:

  • While credit/debit card payments are verified at point of payment, ACH payments are not verified until they reach your financial institution. If they can’t process the payment, it will be rejected.
  • It may take 3–5 business days to receive a rejection notice.
  • You should contact your financial institution to understand why a payment was rejected.

Note: You may need to provide authorization to your financial institution to prevent future rejects.

There are common reasons why a payment cannot be made via ACH/EFT. These reasons include:

  • Account issues (e.g., closed, frozen, insufficient funds)
  • Bank restrictions
  • Technical errors

To update Saved Payment Methods, follow these steps: 

  1. Log into your bill provider’s portal. 
  2. Click My Profile at the top of the page. 
  3. Select Payment Methods to view current saved payment methods. 
  4. To edit an existing Saved Payment Method, click Change next to the payment method to be updated, enter the new details, and click Save. 
  5. To add a new Payment Method, click + Add New Credit/Debit Card or + Add New Bank, fill in the required information, and click Save. 
  1. Log into your account from your bill provider’s portal.
  2. On the Your Accounts at a Glance screen, there is a grid that displays the AutoPay status. A green checkmark indicates the account is enrolled in AutoPay.

Note: If you have linked accounts, you may see partially enrolled, indicating not all accounts have been enrolled in AutoPay.  

For additional details, click the AutoPay grid, or access AutoPay from the My Profile menu.  

There are several reasons why AutoPay might not process:

  • The bill is not registered for AutoPay.
  • AutoPay was enabled after the scheduled AutoPay date or processing time.
  • Balance due on the bill was $0.00 when AutoPay processed.
  • AutoPay registration happened on the due date (payment will not process on the same day).
  • AutoPay may have attempted to process but was declined by your financial institution. 

Note: InvoiceCloud has until 11:59:59 PM EST to complete the AutoPay process. It’s possible that AutoPay may still be processing for the current day.

Previously-linked accounts can be unlinked.   

  • Log into your bill provider’s portal.
  • Go to the My Profile menu and select Manage Accounts.
  • Select the account you want to unlink.
  • Click Remove this account from my profile.

Note: If the Remove this account from my profile link does not display on the page, please contact your bill provider for assistance.

After logging into your bill provider’s portal:

  • Go to the My Profile menu and select Update My User Info.
  • Highlight your current email address and overwrite it with the new one. In most cases, this will be the new email address you will use to login.

Note: Clicking the Remove Email Address link will unenroll your account, remove any saved Payment Methods, and cancel any other elections such as Paperless and AutoPay.

If you are unable to log into your bill provider’s portal, there are a few tips you can try.

  • Confirm you are using the correct login page for your organization.
  • Make sure you are using the correct login credentials.
  • Clear your browser cookies/cache.
    • Note: Make sure to disable any VPN software.
  • If the issue persists, contact your bill provider for additional assistance.

The process of canceling or voiding a payment requires action from your bill provider.  Contact your bill provider for assistance with payment cancellations or voids as soon as possible. 

Service Fees cannot be waived and are non-refundable. A Service Fee is charged on behalf of InvoiceCloud for services in facilitating payments to the bill provider. For more information, please view the Payer and Non-Payer User Terms and Conditions.

If you have made a payment and the payment fails, you may still see the Service Fee pending. When a payment is made, the Service Fee processes first, and then the payment itself is processed. If the Payment fails, the Service Fee will automatically be voided. However, this process may take a few days. If the Service Fee still shows as pending after 3-5 business days, please contact your financial institution or credit card vendor for additional assistance.

The “U Card” is not an actual credit card. For assistance, call the United Healthcare 800 number and provide their agent with the U card number and utility bill information. The agent processes the payment. Go to the U Hub website and follow their instructions. 

Still Have Questions?

Remember, start by contacting your bill provider first.

If you were unable to reach your biller and the FAQs did not address your question, please fill out the form below. Our team will get back to you within 1-2 days.

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