Important note: you must be signed up for eTeller services to access Bill Payer. Please visit the Member Services section of this website to sign up or contact a member service representative at (800) 293-3000.

1. What is Electronic Bill Pay? - Family First offers the service as "Bill Payer"

Electronic Bill Pay is the most convenient service to be introduced since ATM's. As a subscriber, you can pay any bill by Internet or from any touchtone phone 24 hours a day 7 days a week.

2. How do I get started?

The first thing you'll need to do is organize all of the information about any individual, family member, friend, business, payee or professional who generates an invoice for products or services that you want to pay through Bill Pay. Gather together the names, billing addresses and your account number with the company or individual (phone numbers are appreciated if available). Next, submit your enrollment request by logging into your account and clicking on the Bill Payer option. That will take you to the Bill Pay enrollment application. A credit union representative will verify the accuracy and authenticity of the application and notify you when your Bill Payer account is activated.

3. How soon can I start making payments?

Once you receive a welcome letter from the credit union (via email), your account is activated and ready to use. The letter will contain instructions for you to follow to complete your initial set up.

4. Is there anyone I cannot pay through Bill Pay?

You may pay almost any payee you wish. There are several restrictions: 1) The merchant must be located in the United States; 2) Payments may not be remitted to tax authorities or government and collection agencies; 3) Payments may not be remitted to security companies such as Ameritrade for stock purchases or trade taxing authorities and 4) Court directed payments are unauthorized(Alimony, child support, or other legal debts). Don't forget you can use this system to send payments to your son/daughter in college, pay your local orthodontist, credit cards, charitable donations, etc. A merchant is defined as anybody (company or individual) to whom you want to send money.

5. Should the processing date I give be the date the payment is actually due?

No. You need to allow a minimum of five (5) business days for payments to reach your payee. Depending on the payee, you may need to allow additional days due to the distance the payment will travel. Remember, although you can schedule a payment at any time, payments are actually sent to payees only on business days. (*Mountain Time zone, 7 business days, Pacific Time zone, 8 business days)

6. How far in advance can I schedule a payment?

You can schedule a single payment for up to 90 days in advance.

7. How soon are funds actually taken out of my account?

Bill payments are debited from your account on the processing date you requested. There is no float.

8. What happens if I don't have enough money in my account to cover a bill payment?

If funds are not available on the requested processing date, your bill payment will be canceled.

9. What is the difference between a variable/single bill payment and a recurring payment?

A variable/single bill payment is a one-time payment such as your telephone bill where the amount fluctuates each time. Or perhaps it is a payment you do not make regularly such as a florist you use only occasionally.

A recurring payment is one made regularly for the same dollar amount, on the same day each month such as your car or mortgage payment. You need only to set up a recurring payment once in the system and access the system only when the payment is to be changed or canceled. Otherwise, your recurring payments will be made automatically.

10. How are my payments delivered and how can I ensure that my payee receives my payment by the due date?

You may schedule payments to be initiated on the day you enter the information, on a future date or on the same date each month. Although you can enter payment information 24 hours a day 7 days a week, payments can only be initiated on business days.

After funds are withdrawn from your account, we may remit your payments by electronic funds transfer, or if the biller does not accept electronic payments, by mailing your payee a check drawn on an account we maintain for this purpose, or by some other appropriate means. Because of the time it takes to remit your payment to the payee, they will not receive payment on the processing date (the date you instructed us to deduct the funds from your account). Therefore, in order to provide sufficient time for payments to be received by your payee, the processing date should be at least five (5) business days before the bill's actual due date. Addition days must be added to this time frame if the payment is traveling outside of a 4 state radius. (*Mountain Time zones, 7 business days, Pacific Time zone, 8 business days)

11. Why does it take five business days and sometimes more for payments? (*Mountain Time zones, 7 business days, Pacific Time zones, 8 business days)

Although a number of your payees accept payments electronically, many do not. For those that do not accept electronic payments, we must send a check to that payee through the U.S. mail. Once the check is received by the payee, it may also take a day or so for that payee to process the check and post it to your account. Even for electronic payments, it may take two or three days for your account to be posted. Holidays must also be taken into consideration.

12. How close to the original payment date can I change or cancel a bill payment?

You can change or delete a bill payment up until 3:00 p.m. on the day the payment is taken out.

13. What should I do if a payee has not posted my payment?

First, be sure to allow a minimum of five (5) business days for a payee to receive your payment. CONTACT YOUR PAYEE. If a payee does not post your payment within ten (10) business days of the date you requested the payment to be processed, simply dial the bill paying system and press "0" for subscriber services. We will follow up on the payment and get back to you within 24 to 48 hours. *NOTE – Clients in Mountain Time zones must allow 7 business days, Pacific Time zones, 8 business days.

14. How do I add more payees?

You may use the “ADD PAYEE” button online. Or, you may also call subscriber services and we can take this information from you directly. It is recommended that if you have more than 3 payees to add, that you submit your request in writing to your Financial Institution. Be sure to include your name, user ID and detail on each payee you wish to pay.

15. What do I do with the payment coupon book for stub?

These are no longer necessary items. You are welcome to just file them away.

16. How can I prove payments and transfers were made?

Each time you enter a payment you are given a transaction number so you can be sure we received your request. In addition, payments will appear on your monthly statement. Or, you may go online for a list of your history or call the Bill Pay system to hear a listing of your most recent transactions.

17. How do I pay for my Bill Pay service?

As of December 16, 2004, Family First Federal Credit Union has waived all Bill Payer fees with an active share draft (checking) account.

18. How can I cancel my Bill Pay service?

To make sure no payments are missed or duplicated while you're taking over bill payment yourself, you will first need to delete any pending scheduled payments. Then contact the credit union and we will be happy to take your request.

19. What if I have a question and want to talk to a real person?

At any time while using the Bill Pay service, you can reach a subscriber service representative by pressing "0". Subscriber Service's hours are 5:30 a.m. to 9:00 p.m. Monday through Friday, MST. If calling outside of these hours, simply leave us a message and we'll call you back on the next business day. We are closed on Federal Holidays. The toll-free number is 1-866-815-1761

20. How can I be sure no one else can access my bill paying service?

You will access the system by logging into Family First Federal Credit Union's online banking through a Login ID and Password. Only individuals with this information can access your account. Be certain not to release this information to anyone you do not want to fully authorize as a user on your account. SAFE GUARD! SAFE GUARD! If for any reason you believe this information has been compromised, please contact your local branch or change your PIN immediately.

21. How secure is the Bill Pay process?

When a subscriber comes to the Bill Pay site a secure connection is established that prevents any outside parties from viewing transaction information. Any data that is transferred between locations is also made over secure connections utilizing data encryption, and all account information is kept behind a firewall to prevent any outside access.

22. If I currently have an automatic debit for a bill coming out of my checking account, should I cancel this debit and use my new bill pay program?

It is recommended that you NOT cancel any auto debit UNLESS your new bill pay program has the ability to electronically remit this payment to your payee. To determine if your payee is electronic with your new bill pay program, simply call the service and this information will be provided to you. Payees who have their own debit program will often times not ALLOW 3rd party processors to remit payments to them. Our main concern is that your bill be paid in a timely manner and safely. Some typical payees are, Insurance companies, Utility companies and Mortgage companies. Some other considerations….auto debits come out of your account on your ‘due’ date, therefore, you have the advantage of the float until then. With the bill pay program, your payment will be deducted from your account on the ‘process date’, which should always be a minimum of 5 business days BEFORE your due date.