Frequently Asked Questions
Q: How do I enroll?
A: After making your first online payment, click on the “Enroll with Your Current Information” link. Click on the “Enroll” button to save your banking information and activate recurring payments. Click Continue to Login and Password. Enter a Login ID and Password and choose a Security Image and key in an identifier label. Scroll down and reply to the security questions. Click Continue to Terms of Service.
Review the Terms of Service by clicking on the hyperlink. Click on the Terms of Service checkbox and click Continue to Payment Accounts. Click “Bank Account” and enter the account information or click “Add Later”. Click Finish Enrollment. You will receive an email to Activate your account. Once you activate your account, log in using the Login ID and password.
Q: When will my payment be posted to my account?
A: You will be able to view your transaction history online immediately after submitting an enrolled payment, however, it will take 1-2 days to clear your bank account.
Q: Can I cancel my online payment?
A: Yes, you can cancel your online payment before 8 PM ET if you are an enrolled user. Click on the Home tab and click on the X to the right of your payment in the Previous Payments section.
Please contact New York Billing at 800-522-5504 or britebilling@gny.com for assistance.
Q: What if my payment rejects?
A: You will be notified by email if your payment rejects. A payment usually rejects because the ABA or routing number is used incorrectly. The ABA or routing number is located on your check to the left of the account number. Click here for more information about ABA and routing numbers.
You can resubmit if your payment rejects. If you are having difficulty, please contact New York Billing at 800-522-5504 or britebilling@gny.com for assistance.
Q: How do I report a website problem?
A: Please contact New York Billing at 800-522-5504 or britebilling@gny.com for assistance.
Q: What if I forgot my username or password?
A: Click on the “Forgot your Login ID” or “Password Help?” hyperlinks on the Login tab. For username help, you will receive an email with your Login ID from E-BillExpress@E-billexpress.com. For password help, you will receive an email from E-BillExpress@E-billexpress.com with a temporary password upon entering your login ID and email address. You will have to use your answers to the security questions and change your password.
Q: Why do I need to agree to the Payment Terms & Conditions agreement?
A: This is required based on the ACH rules from NACHA (National Automated Clearing House Association). If you do not accept the Terms & Conditions agreement, you will not be permitted to pay online.
Q: What are your support hours?
A: Please contact New York Billing at 800-522-5504 or britebilling@gny.com for assistance.
Q: Will I be notified that my payment has been submitted?
A: Yes, you will be notified by email with the details of your online payment after submitting your payment and when your payment is posted shortly after 8 PM ET. You will also be notified by email if your payment rejects.
Q: Can I view my payments online?
A: You can view your online payments only (excluding checks sent to our lockbox) if you are an enrolled user. These Previous Payments are listed on the Payment History tab.
Q: Do I need to enter my banking information each time I make a payment?
A: The system allows you to make a one-time payment where you enter your banking information. The system also allows you to securely save your banking information by enrolling as a user either at the time you are making your payment or anytime thereafter.
Q: Can I make a future payment?
A: You can make a future-dated payment in the system. On the Home screen, select the calendar icon under the Pay Date heading. Select a payment date up to 30 days in the future. Your payment will be scheduled and will be automatically scheduled and debited from your account on the future payment date.
Q: Why am I not receiving emails from your site?
A: If you made a payment as an unenrolled user and did not receive an email, please contact New York Billing at 800-522-5504 or britebilling@gny.com for assistance.
Q: Why does the reference number on my payment receipt differ from the reference number received from my bank?
A: The reference number on your payment receipt is an internal reference number. The reference number received from your bank is the ACH network trace number. We can locate your payment using either number when you contact us.
Q: Can I delete a future payment?
A: You can make a future dated payment up to 30 days in the future (See that FAQ). You can delete your future dated payment at any time up to the processing date by clicking on the X in the Future Dated Payments section on the Home tab.
Q: What is E-Bill’s password criteria?
A: Password Criteria: Passwords must be a minimum of 8 characters, contain at least 1 number, 1 upper case letter, 1 special character, and 1 lower case letter. Required matches = 3 (this means you must meet 3 of the 4 criteria - 1 number, 1 upper case, 1 special character, 1 lower case). They cannot be same as the user id, cannot be the same as the previous 6 passwords used, contain more than 3 consecutive or repeating characters or have a zero at the start or end or use the word “password”.
Q: I am locked out.
A: Please contact New York Billing at 800-522-5504 or britebilling@gny.com to be unlocked. Once unlocked, you can use the Password Help? hyperlink to change your password.
Q: My account is disabled.
A: Please contact New York Billing at 800-522-5504 or britebilling@gny.com to be unlocked. Once unlocked, you can use the Password Help? hyperlink to change your password.