Frequently Asked Questions for E-Bill Express
This guide provides quick responses for some commonly asked questions around the Brookdale E-Bill Express payment portal. For more in depth information including step by step process outlines, please refer to the Payment Portal Quick Reference Guide (QRG) here.
Q Who do I contact for help with E-Bill Express?
A Support is available Monday through Friday from 8-5PM Central at 1-800-383-9993.
Q Why is my account not being found during registration?
A Brookdale.com/pay offers links to two different portals depending on the state your community is located in. The system will not find a match for your ID# and zip code if the wrong portal was selected. In the event your account is not found on the portal, confirm the proper state grouping was selected on the initial www.brookdale.com/pay screen as well as confirming the billing ID and zip code were used appropriately from the invoice.
Q When can I register a new account/ new move in?
A Brookdale accounts are available for E-Bill Express registration the day after the residents move in is entered into the system. First time payment can be made via physical check or by calling 1-800-383-9993. The E-Bill Express portal can be used for all subsequent payments.
Q What if I have an international zip code?
A The new user registration zip code field will take exactly what is entered on the most recent invoice to be passed through to the portal. If your account has a zip on file of “H1A 0A1” for example that will be allowed as long as the entry is exactly the same, including any spaces.
Q Can an account overpay using the portal?
A No, payments cannot exceed the balance currently due on the account.
NOTE: If a payment is scheduled for the current balance due and the community issues an on demand credit in the meantime, the system will view the scheduled payment as an overpayment. Example, if the balance is $3000 and a payment is scheduled in full but the community credits $500 in the meantime, the $3000 payment will not clear as the account balance is now $2500. You will receive email notification of this issue and can re-make payment for the new balance due as needed.
Q Can an account pay their invoice using more than one payment method?
A Yes, when selecting the open invoice(s) to pay, the amount of the payment can be edited. If the total balance was $5,000 for example, you could submit one payment for $3,000 with the first payment method, and then a second payment for the remainder with a different payment method.
Q Can a payment be cancelled?
A Yes, payments batch every business day at 4PM C. They can be cancelled up until that time on the day they are submitted or scheduled to post in the event of a future dated payment. This can be done by the user via the portal or by AR via the support line at 1-800-383-9993. Additional instruction available on the QRG linked at the top of this document.
Q Can multiple parties pay on the same resident account?
A Yes, two or more logins can manage an account. This is an option from the utilities menu. Please see the “Inviting Additional Users to Access an Account” instruction on the payment portal QRG linked at the top of this guide.
Q Can multiple resident accounts be linked to share the same login?
A Yes, this can be done from the utilities menu. Step by step instructions are located on the “Linking Accounts” section of the Payment Portal QRG linked at the top of this guide.
NOTE: You should not register each account individually. One account will be registered and the other will be linked to that initial registration.
Q What if an account is locked?
A Users can process their own password re-sets via the portal, but after 4 failed attempts the account will lock and require a call to support for resolution at 1-800-383-9993. Please request a password reset before 4 failed attempts for the best user experience.
Q Can existing ACH customers transition to the new E-Bill Express Portal?
A At this time users registered for Direct Debit (DD) will continue to utilize the payment method they are currently enrolled in. More information will be coming soon regarding the transition to E-Bill Express for our existing DD customers.
Q Why is my account advising I am unable to make payment via E-Bill Express?
A There are a few reasons why an account may be disabled from making payments via the portal. The account may already be set up for direct debit, or alternatively it may be coded for discharge due to non-payment. Please reach out to the support team at 1-800-383-9993 with questions if clarifications are needed.
Q How can I enroll in the paperless invoicing feature?
A Paperless invoicing can be selected during initial registration, and can be managed after sign up via the notifications option on the settings menu. Please see step-by-step instruction on the Payment Portal QRG linked at the top of this guide.