The Support Hub is your one-stop resource for resolving payment issues, getting help, and finding the answers you need, all from within your pay business bills account. Select Support at the bottom of the left sidebar to get started.
This guide covers the following:
- Request a refund
- Edit and resend payment
- Delivery confirmation
- Help with a payment
- Help with other issues
- Helpful resources
- Request a callback
Request a refund
If your payment failed to deliver or a check wasn't deposited, you can request a refund directly from the Support Hub.
1- From the bottom of the left sidebar, select Support.
2- In the Support Hub, select Request a refund.
3- Use the search bar to find the payment you'd like to refund. You can search by vendor name, payment amount, or payment ID.
4- Select the payment you'd like to refund.
Not all payments are eligible for a refund. If a payment is not eligible, you'll see the reason next to the payment. Common reasons include:
- Paid — the payment has already been delivered to the vendor and cannot be refunded.
- Scheduled or Pending vendor — funds for this payment haven't been debited from your bank account or card yet. You can still edit or cancel this payment before it's processed.
- Failed — the payment failed to collect, so no funds were debited, or a refund is already in progress.
Note
A payment shows a Pending vendor status when you've scheduled a payment but your vendor hasn't provided their payment delivery details yet. These payments can be scheduled, but cannot be completed until the vendor provides more information.
If you already have an open support request for a refund of your payment, you'll see your existing ticket ID and a confirmation that your request is in progress.
5- If the payment is eligible, a Refund payment popup will appear with the payment details. Review the payment details to make sure everything looks correct.
6- Select Confirm refund to submit your refund request.
- If the refund is successful, you'll see a confirmation screen letting you know the refund has been initiated. Funds will typically be returned to your original payment method within 1-3 business days.
- If the refund cannot be processed automatically, your request will be escalated for review and you'll receive a ticket number. From there, updates will be sent to your email.
That's it! You've submitted a refund request for your payment.
Edit and resend payment
If a check wasn't deposited or an ACH payment failed to deliver, you can update the delivery details and resend the payment directly from the Support Hub.
1- From the bottom of the left sidebar, select Support.
2- In the Support Hub, select Edit and resend payment.
3- Use the search bar to find the payment you'd like to edit and resend. You can search by vendor name, payment amount, or payment ID.
4- Select the payment you'd like to resend.
Not all payments are eligible to edit and resend. If a payment is not eligible, you'll see the reason next to the payment. Common reasons include:
- Paid — the payment has already been delivered to the vendor and changes cannot be made.
- Scheduled or Pending vendor — funds for this payment haven't been debited from your bank account or card yet. You can still edit or cancel this payment before it's processed.
- Failed — the payment failed to collect, or a refund is already in progress.
- Ineligible — virtual card payments older than 6 months can't be resent.
Note
A payment shows a Pending vendor status when you've scheduled a payment but your vendor hasn't provided their payment delivery details yet. These payments can be scheduled, but cannot be completed until the vendor provides more information.
If you already have an open support request to resend your payment, you'll see your existing ticket ID and a confirmation that your request is in progress.
5- If the payment is eligible, an Edit and resend payment popup will appear with the payment details. Review the payment details to make sure everything looks correct.
6- Select Edit payment.
7- Review and update your vendor's delivery details, then select Continue.
The details you're asked to confirm and edit for the vendor will depend on the payment type. For ACH payments, these are the account and routing numbers. For check payments, it's the mailing address.
8- Review the popup message about the change to your vendor's delivery details, then select Confirm.
9- Select your preferred delivery speed and select Continue.
This step applies to check payments only.
10- Review your payment details and select Confirm and schedule payment (for check payments) or Confirm and retry payment (for ACH payments).
That's it! Your payment has been edited and resent to your vendor.
Delivery confirmation
If you need to confirm that your vendor has received their payment, you can download a delivery confirmation document directly from the Support Hub. This is currently available for ACH bank deposits and paper checks.
1- From the bottom of the left sidebar, select Support.
2- In the Support Hub, select Delivery confirmation.
3- Use the search bar to find the payment you'd like the delivery confirmation for. You can search by vendor name, payment amount, or payment ID.
4- Select the payment you'd like the delivery confirmation for.
Not all payments are eligible for a delivery confirmation. If the payment is not eligible, you'll see a Payment in progress popup. Select View payment details for more information regarding the transaction.
5- Select Download to save your delivery confirmation document directly to your device. The document will include the delivery date, amount, payment status, the vendor's details, and more.
- For paper checks, a front and back image of the deposited check is included.
- For ACH bank deposits, the NACHA trace number is included.
If the payment you select is not an ACH bank deposit or check, you will be shown a Request delivery confirmation popup. Fill in the prompts and select Submit. Our team will assist you by email within 1 business day.
That's it! Your delivery confirmation document has been downloaded to your device and is ready to share with your vendor.
Help with a payment
If you need to get help with a specific payment, you can start the process directly from the Support Hub.
1- From the bottom of the left sidebar, select Support.
2- In the Support Hub, select Help with a payment.
3- Use the search bar to find the payment you'd like help with. You can search by vendor name, payment amount, or payment ID.
4- Select the payment you'd like help with. This will open a popup where you can describe the issue.
5- Add a description explaining how our team can help. You can also add a file attachment.
6- When done, select Submit. Our team will assist you by email within 1 business day.
That's it! You have now filled in the required information to get help with your payment.
Help with other issues
If you have a question or issue that isn't about a specific payment, you can send our team a message directly from the Support Hub.
1- From the bottom of the left sidebar, select Support.
2- In the Support Hub, under Help with other issues, select General questions or issues.
3- Enter a description of your question or issue. Your description can be up to 300 characters.
4- (Optional) To add an attachment, select or drop a file in the File attachment field.
5- Select Submit.
That's it! You've sent your question or issue to our team. We will contact you via email to continue the conversation.
Helpful resources
The Support Hub also gives you quick access to the Help Center, where you can browse step-by-step user guides, troubleshooting guides, and FAQs.
1- From the bottom of the left sidebar, select Support.
2- In the Support Hub, under Helpful resources, select Help Center. The Help Center will open in a new window.
That's it! Whether you're setting up a new vendor or learning how a delivery method works, the Help Center is a great place to start.
Request a callback
If you'd rather talk to someone, you can request a callback from our support team.
1- From the bottom of the left sidebar, select Support.
2- In the Support Hub, under Contact us, select Request a call.
3- In the Request a callback popup, enter your Phone number.
4- From the Issue type dropdown, select the option that best fits your situation.
5- Enter a Description of how we can help.
6- Select Submit request.
Request a call is available Monday–Friday, 10:00 AM–5:00 PM (EST+2), and closed on holidays.
A support agent will call you from the number shown in the popup. To confirm your account during the call, we'll email you a verification code. If you don't receive the email, you can verify your account using other details on your account.
That's it! You've requested a callback, and a support agent will call you during available hours.
The Support Hub brings together self-service refunds, editing and resending payments, delivery confirmations, and callbacks so you can get back to business faster.