Frequently Asked Questions

You can edit any scheduled payment up until the time we begin to process it for payment. To edit a scheduled payment: Locate Scheduled Payments. Click on the payment you wish to edit to update the payment source, amount and deliver by date.

Yes.

There are several statuses associated with a payment as it goes through its lifecycle. Following is an explanation of the various statuses.

Scheduled: Represents a payment that has been scheduled to be processed on a future date. A payment in this status is eligible to be edited or canceled.

In Process: Represents a transaction that is currently being processed and can no longer be edited or canceled.

Sent: Represents a check payment where the check has been printed and mailed.

Cleared: Represents a check payment where the check has been received and negotiated by the payee.Completed: Represents an electronic payment where the payment has been delivered to the payee.

Canceled: Represents a payment that you canceled.

Stopped: Represents a payment made by check where a stop payment has been placed on the check either at your request or by us because the biller has not received the payment.

Suspended: This is a temporary status that can be placed on a payment while we research a potentially invalid delivery address.

Declined: Represents a payment where after additional review, it is determined that the delivery address provided for the payee is not a deliverable address.

Failed: Generally represents an electronic payment where the payee has returned the credit attempt. A reason this might happen is if the payee does not recognize the account number sent in the payment instructions.

Insufficient Funds: The account from which a payment is being made does not have sufficient funds.

Returned: Generally represents a check payment returned by the Post Office because it could not be delivered, or it’s returned by the payee – possibly due to an overpayment.

Hold: A payment may temporarily be placed in this status while we are conducting an internal review of the payment request. We will notify you if we have any problems processing your payment request.

Online bill pay is Ascend’s free electronic bill payment service.

When we make a payment on your behalf, funds will be debited from your funding account one to two days after the payment’s “Deliver By” date. If funds are not available in your account when we attempt to make the debit, your bill pay account will be blocked and you will be notified via email. During the period of time your account is blocked, we will not process any of your scheduled payments. You will also not be able to schedule any new payments or set up any automatic payment rules during this period. Once your account becomes unblocked, we will resume making your scheduled payments. You will need to reschedule any payments that were canceled while your account was blocked.

In an effort to unblock your account, we will attempt a second debit. If the second debit attempt is successful, your account will be unblocked within three business days. If the second attempt fails, a third attempt to debit the funds from your account will be made. If the third attempt is successful, your account will be unblocked within three business days. If the third attempt is unsuccessful, we will attempt to contact you to resolve the issue.

Note: We have a relationship with some of our billers we pay frequently that allows us to pull a payment back from them. We call these “reversible billers.” If we are unsuccessful in debiting your funding account on our second attempt, we will pull the funds back from the biller. Once we pull the funds back from your payee, your account will immediately be unblocked and you will need to issue another payment to your payee.

If some of your payee information has changed, or you would like to update your payee nickname, you can edit it from within the Payees & eBills section. After clicking on the Payee name, select the "Edit" option to update the nickname.

Additional fields, such as the address, may not be available to edit, based on how the payee currently receives payment, don’t worry; that means we have a payment relationship with that payee and get payment delivery instructions directly from them. If we don’t already have a payment relationship with the payee, you will be able to update the Address fields, as well.

Automated Clearing House (ACH) is a funds transfer system which provides for the interbank clearing of electronic entries for participating financial institutions.

Locate the payee and select Options. From the Options window select the Automatic Payment tab. Your existing payment settings will be displayed. Change to your new desired settings and click Save.