MetroWeb Bill Pay Help & FAQ
If you want more information or need help using MetroWeb
- Click here to view
a video demonstration
- Check our list of frequently asked questions
- During your bill pay session, click the Help link on any screen
for information specific to the current screen and to access the
index of all online help topics
Q: What is Columbus Metro's MetroWeb Bill Pay?
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A: MetroWeb Bill Pay is a quick and easy way
to pay your bills without writing checks. To use the service, you'll
set up a list of payees these are individuals and companies
to which you make payments. To pay a bill, simply log on to Bill
Pay and select a payee, then enter the amount and the payment date.
The payment will be deducted from your checking account and delivered
to the designated payee either electronically or by check on the
date you specify.
Q: What are the requirements for MetroWeb Bill
Pay? Back to top
A: To use MetroWeb Bill Pay, you must have a Columbus
Metro checking account and utilize MetroWeb,
Columbus Metro's 24-hour Internet branch.
Q: How do I get started using MetroWeb
Bill Pay? Back to top
A: First, complete the
MetroWeb Bill Pay application and
return it to the credit union. Once we've enabled your account (allow
one to two business days), we'll send you a welcome e-mail with
your temporary password and instructions for logging on for the
Q: What web browsers are supported by MetroWeb Bill Pay?
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A: MetroWeb Bill Pay supports the following web browsers
as of July 25, 2012::
For Windows - Chrome 18 and above, Firefox 3.5 and above,
Internet Explorer 7 and above
For Macintosh - Safari 5 and above
Please note: If you do not see your browser listed
above, it does not mean that you cannot use MetroWeb Bill Pay. It
does, however, mean that you may not experience optimum performance
and technical support may not be available.
Q: Can I export my bill
pay activity to my financial management software (Quicken, etc.)?
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A: Yes, you can export
information from Bill Pay and load it into Quicken®
and Microsoft Money®. The transactions can be exported
into a .qif or a CSV file. Older versions of Quicken software (2004
and earlier) and Microsoft Money can import a .qif formatted file.
CSV (Comma Separated Value) files can be opened by Microsoft Excel®
and other financial and spreadsheet applications.
Q: How can do I set up
a payee? Back to top
A: After you've logged
on to MetroWeb Bill Pay, select the Bill Pay tab, then select Payees
and click on the Add Payee link. You can add one from the list of
commonly-used payees or create your own.
You can set up a payee and schedule a payment to that payee in
the same bill pay session. If information about the payee cannot
be verified or is incorrect, you will be notified via the online
message service to correct the payee information and reschedule
Q: What if all the Payee
information doesn't fit into the form? Back to
A: Use the Comments
section of the payee form to submit additional information.
Q: How many payees can
I have? Back to top
A: You may have an
unlimited number of payees.
Q: Are there any payees
that are prohibited? Back to top
A: You may not use
MetroWeb Bill Pay for the following types of merchants:
Tax or other government
entities (utility payments to government agencies are permitted);
such as alimony, child support, speeding tickets, etc.; and
Payments to payees outside
the United States.
Payments identified as one
of those outlined above will not be processed and will be returned.
Additionally, the following payment types may be associated with
late payments due to the additional documentation that may be required:
Payments to payees located in Armed Forces postal codes such
as AE and AP;
Payments to settle securities transactions; and
Payments to pay off "special financing" transactions.
These payments will be processed, but we cannot be responsible
for any fees associated with delayed or unprocessed payments by
Q: What are my options
for scheduling payments? Back to top
A: You have three
options for scheduling payments:
- One time
A single payment to a payee, delivered on the date you specify.
Multiple payments delivered to a single payee at regular intervals
(weekly or monthly, for example). You will specify both a starting
and ending date for your recurring transactions.
A single payment that is submitted and posted to the merchant
same-day. Expedited payments are available for a select group
of merchants and are $9.95 each. Availability of expedited payments
is indicated when you choose your "deliver by" date.
Q: Are my
bills paid electronically or by check? Back to
A: It depends on the payee, but the majority of payments
are made electronically.
Q: How long does it take for a payment to be
delivered? Back to top
A: Once funds have been withdrawn from your account, it
takes one (1) business day for an electronic payment to be delivered
and four (4) business days for payments made by check. Expedited
payments are delivered either the same business day or the next
business day, depending on the merchant. Your account will be debited
on the "send on" date that is automatically calculated
when you specify a "deliver by" date.
Keep these time frames in mind when you schedule payments to ensure
that they arrive before the due date.
Q: Can I cancel a bill payment? Back
A: Yes, you can change the payment date and/or amount for
payments that you already scheduled. A couple of exceptions apply:
- If you submitted a payment and the "Send On" date
is today, you may only change that payment during the session
that you submitted it.
- Expedited payments cannot be modified or deleted once they are
- If you want to change the payee for a scheduled payment, you
must first delete the payment and then schedule a new payment
to a different payee.
Q: How are bill pay transactions processed?
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A: Bill Pay transactions are processed through the ATM network.
Each time you log on to Bill Pay, the system will perform an ATM
inquiry to determine your available checking account balance; this
is the balance displayed during your Bill Pay session. The next
time you view your checking account history on MetroWeb, you'll
see a comment on your account that says "ATM INQ MetroWeb Bill
Pay Chantilly VA." [NOTE: The very first time you log on to
MetroWeb Bill Pay, you will see two inquiries on your account.]
When the funds are debited from your account, the transaction description
will be "ATM Withdrawal" with the comment "[Payee
If multiple bill payments are sent on the same day, the amount
of each payment will be debited separately.
Q: Does scheduling a payment put a hold on my
account ? Back to top
A: No. Scheduling a payment does not place a hold on your
account for those funds. The funds for Expedited payments are deducted
from your account as soon as you schedule the payment. Funds for
all other payments may be debited at any time after 12:00 a.m. on
the "send on" date. We recommend that you enter transactions
in your check register as soon as you schedule a bill payment.
Q: Do MetroWeb Bill Pay transactions access my overdraft from
savings or line of credit? Back to top
A: No, MetroWeb Bill Pay will not automatically access your
overdraft from savings or line of credit. If you need funds from
your savings account or line of credit to cover a payment, please
use MetroWeb to make that transfer before you log on to Bill Pay
and schedule the payment.
Q: Do MetroWeb Bill Pay transactions access Courtesy Pay?
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A: No, Courtesy Pay will not cover bill payments. Courtesy
Pay is not available for ATM transactions, and bill payments are
processed via the ATM network.
Q: What if I don't have sufficient funds to cover a scheduled
payment? Back to top
A: If funds aren't available in your account on the scheduled
"send on" date, the payment will not be made. The system
will make a second attempt 24 hours later. If funds aren't available
then, no future attempts will be made, and you will be sent both
an e-mail and an in-session message about the failed payment. You
will not be charged an insufficient funds fee; the bill simply won't
Remember, Courtesy Pay and overdraft transfers are not available
for MetroWeb Bill Pay transactions. If you need funds from your
savings account or line of credit to cover a bill payment, use MetroWeb
to transfer those funds before the scheduled "send on"
Q: Is there any sort of guarantee that my payment(s) will be
made on time? Back to top
A: Yes. If a properly scheduled payment isn't posted on
time, we'll see that late fees and finance charges are removed by
the merchant, or we'll pay them. (Please refer to the MetroWeb Bill
Pay disclosure for complete
details on the payment guarantee.)
Q. What is eBills? Back to top
A: eBills allows you to receive electronic summaries of
your bills online and pay them using MetroWeb Bill Pay. eBills simplifies
the bill paying process, because you don't have to log on to the
payee's site to view your bill and then log on to Bill Pay to pay
it. You can both view and pay your bill within Bill Pay.
Q. How much does eBills cost? Back to top
A: There is no charge for eBills. Previously, this service
was only available as part of Money HQ, which is $4.95 a month.
eBills is now free with our standard bill pay service.
Q. Can I receive eBills for all of my payees? Back
A: Not every payee offers eBills. If a payee offers eBills,
you must already be enrolled for online access at the payee's site
in order to use the eBills feature.
To see which payees offer eBills, simply log on to bill pay and
click on the Bill Pay tab. On the Payment Center screen, there is
a column labeled eBills. If the payee is eligible for eBills, you
will see a blue Enroll link beside the payee name.
Q. How do I sign up? Back to top
A: Simply click on the Enroll link next to an eligible payee
on the Payees, Payment Center or eBills screen. First, you will
be presented with the eBills terms and conditions. Then you will
be asked to enter your login credentials for the payee's online
Q. How will I know if an eBill is available? Back
A: Once you enroll in eBills, the payee Web site will be
checked daily to see if a new bill is available. The Payees, Payment
Center and eBills screens will indicate when a new eBill is available.
You can also set up several alerts for your eBills; just click on
the Account Services tab and go to the Manage Alerts section.
When you receive an eBill, you will have the option to pay it,
view it and/or file it.
Q. What is Money HQ? Back to top
A: Money HQSM is an optional, add-on service
that allows you to manage your accounts with third parties such
as banks, other credit unions, brokerages and credit card providers
via Columbus Metro's MetroWeb Bill Pay service. With Money HQ, you
Electronically transfer funds between your Columbus Metro FCU
account and your accounts at other financial institutions
View your account balances and other information for accounts
at other financial institutions
Set up various account alerts
Track your spending using the Money HQ Personal Finance Manager
You can access the Money HQ service by clicking any of the Money
HQ tabs within MetroWeb Bill Pay.
Q: Is there a fee for Money HQ? Back to top
A: While MetroWeb Bill Pay is free, Money HQ is an optional,
add-on service, and there is a monthly fee of $4.95. Your first
five standard transfers in any month are included in the monthly
service fee; each additional standard transfer is $1.50. Next-day
transfers cost an additional $8.95 each.
Monthly service and standard transfer fees for the Money HQ service
will be deducted from your checking account on the 26th
day of each month. If the total of these fees exceeds $14.95, you
will be provided notice of the total 10 days prior to the due date.
Fees for next-day transfers will be deducted from the account you
are transferring funds from at the time of the transfer.
Q: How do I sign up for Money HQ? Back to
A: To sign up for Money HQ, click any of the Money HQ tabs
within MetroWeb Bill Pay and follow the prompts.
PLEASE NOTE: If you sign up for Money HQ, you will be asked
to enter your account number to enable electronic fund transfers
between institutions. Please enter the 14-digit account number
that can be found on the MICR line of your checks. Entering
an improper account number may delay the availability of the Money
Q: How do I cancel the Money HQ service? Back
A: You may cancel your Money HQ service at any time by clicking
the Account Services tab and selecting the Unsubscribe Money HQ
link under the My Profile heading. Your access to the services provided
through Money HQ will be immediately terminated.