Frequently Asked Questions Getting Started with Paytrust How Paytrust Works Paytrust Capabilities SmartBills™ Privacy and Security Client Services	Client Services What happens if I forget my User ID? What happens if I forget my password? What happens if a bill gets lost? What happens if I can't get Internet access? How can I get help with my account? What happens if my bill is paid late through Paytrust? How do I prove I made a payment? What happens if I change bank accounts? What if my email address changes? How do I cancel my service? How do I handle credit card orders since I have started using Paytrust? What happens if I forget my Login information required to access the SmartBalance™ feature? I am receiving an error message when I access Paytrust. What can I do? What happens if I forget my User ID? Click here to contact us. After your identity has been verified, a Client Services Representative will provide you with your ID. What happens if I forget my password? See the Forgot your password and/or billing address? section of the sign-in page. For security purposes, you will be asked a series of questions to verify your identity. Once your identity has been verified, a temporary password will be sent to the primary email account on file. This password is only good for one use and must be changed once you enter the Bill Center. If you experience any difficulties using the online help, click here to contact us. After your identity has been verified, your password can be reset to allow you access to your account. What happens if a bill gets lost? Paytrust logs and tracks every bill that comes into the Paytrust Bill Center to assure it is delivered to your account. As an added level of service, Paytrust can detect if a regularly occurring bill has not been received when it was expected, and will send an automatic notification to alert you that it has not arrived. What happens if I can't get Internet access? If there is an emergency - you are traveling, have an equipment problem, etc. - contact us. A Client Services Representative will work with you to make sure all of your bills are approved and paid. How can I get help with my account? If you experience difficulty using the service, or have a question about your account, click here to contact us. Our highly-trained team of Client Services Representatives is available to assist you from 8 a.m. to midnight EST. What happens if my bill is paid late through Paytrust? Paytrust issues payments exactly on the date that you specify. It is important to realize that not all payees accept electronic payments. In such cases, Paytrust will issue a paper check and therefore you should select a payment date that is at least a week before a bill due date. This will allow a paper check issued by Paytrust on your behalf to arrive at your payee on time. Remember, with a paper check, the money stays in your account until the payee processes the payment. For payees who accept Electronic Funds Transfers, you should schedule the payment four business days in advance of the due date. However, you should be sure that your checking account is funded on the day you issue payment, as some EFT payments are posted to your payee's account on the same day. In the highly unlikely event of a payment error, Paytrust will pay any penalty fees imposed by the payee. How do I prove I made a payment? With Paytrust you can get a complete record and verification of all payments you have made through the system. And, because you are using your regular checking account, all payments will appear on your bank statement. What happens if I change bank accounts? Simply fill out a new authorization form and include a voided bank check from your new account once your payment privileges are activated for the new account, you can continue to pay your bills through Paytrust just as you did before. What if my email address changes? Click here to contact us. Upon verification of your identity, we will update your records. How do I cancel my service? Please call Paytrust toll-free at 1 (888) 672-1393. A representative will assist you. You will need to decide if you want us to notify your payees to redirect your bills to your home address, or if you prefer to do this yourself. How do I handle credit card orders since I have started using Paytrust? Some merchants (particularly online merchants) ask for a billing address to confirm a credit card payment. The Paytrust PO Box associated with the Paytrust Processing Center is your valid billing address if you have redirected that particular credit card bill to Paytrust. If your credit card is registered as a SmartBill, your home is your valid billing address. What happens if I forget my Login information required to access the SmartBalance™ feature? If you forget your login information for your online bank account, please contact your financial institution directly. I am receiving an error message when I access Paytrust. What can I do? Please gather the following information and then click here to contact us: Who is your Internet Service Provider? What browser are you running? What version of the browser is running? (Click on the browser's Help button, then choose "About" to see the version number.) What operating system are you running (Windows 2000, Mac OSX, etc.)? What type of computer are you using?