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TelPay Celebrates 25 Years!
New - TelPay Increases its biller list!
- Events
More coming soon...
Testimonials
- "We use TelPay for Business to pay our expenses electronically. It streamlines our business, saving us time and money."
Eric Thys,
McDonald's Restaurant Owner
- "It's a B2B service whose time
has come."
Carol-Ann Kjartanson, GHY
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TelPay for You
Categories of Frequently Asked Questions
1.0 Signup
2.0 Payment Questions
3.0 Direct Deposits
4.0 Troubleshooting
5.0 Security and Information
1.0 Signup
Question: Are there any initial setup fees?
Answer: There are no initial setup fees for personal users.
Question: How long will it take to process my application?
Answer: It takes approximately 2-3 business days to process your application.
Question: How will I be informed when I am able to start using TelPay to pay my bills?
Answer: There are 2 steps : 1) You will receive your Access number via email 2) A small amount will be credited to your bank account by TelPay. This is your initial PIN and is obtained by accessing your banking information via your financial institution website or statement. As soon as you see those funds (2-3 business days after sending in your online application) you will be able to log on and start using TelPay.
Question: Once I receive my Access Number and PIN, how do I start using TelPay?
Answer: Click on the 'Login to TelPay' button at the top of the page and follow the steps. If you require assistance please call TelPay Customer service at 1-800-665-0302 and someone will be happy to help you.
2.0 Payment Questions
Question: What are the means available to me for paying bills using TelPay?
Answer: Once registered with TelPay you can use either your telephone or the Internet to pay your bills. The Internet has "Pay Anyone" functionality but either method can be used for paying regular bills at any time. TelPay also provides a software system - "TelPay for You" that provides even greater functionality.
Question: Can payments be postdated?
Answer: Postdated payments made using the phone and Internet is available.
Question: When will my payments be processed?
Answer:Subject to TelPay's funding requirements, all payments are processed the next business day. In most cases, this means that the funds are withdrawn from your account and electronically transferred the next business day. Note that a bill payment may be held for 3-4 business days to ensure that the money clears your bank account so please plan accordingly. TelPay will make an attempt to contact you by phone or email to advise that we are holding your payment.
Question: How do I register my bill accounts to pay them by TelPay?
Answer:
Via the Internet:
- Log in using your access number and PIN.
- Choose "Add/Remove Billers/Recipients".
- In Step 1, Enter part or all of your biller name.
- In Step 2, scroll the alphabetical menu and select the Biller you wish to add*.
- In Step 3, Enter your full account number with this biller and choose "Add".
Via Telephone:
You will be prompted as follows:
(NOTE: You will only be allowed to add billers listed by TelPay when using this method.)
- Log in using your access number and PIN
- Enter 3, followed by the # sign to add a bill
- Locate the numbers on your telephone keypad which correspond to the first four letters of the first word of the company name. If the first word has fewer than four letters, enter the entire word and press the # sign. Ignore introductory words like, City of, Town of, Municipality of, Village of. For example, for City of Winnipeg Waterworks, you would enter W I N N or nine four six six. If prompted for the first four letters of the second word, you would enter W A T E or nine two eight three.
- After entering the first four letters of the first word, and the first four letters of the second word (if you are prompted to do so), you will be prompted with a list of Billers matching your entry. As each name is presented, enter 1# for yes or 2# for no.
- If 1 is entered, you will be prompted for the account number.
- Enter the account number, followed by the # sign.
- The account number will be played back to you. Enter 1# to confirm that the account should be added. Enter 2# if you entered the account incorrectly.
NOTE: Billers who may have alphabetic characters (A-Z) in their account numbers cannot be added via the telephone. Once setup, however, they can be paid on the telephone. To add these types of billers, enter them via the Internet or call TelPay Customer Service at 1-800-665-0302.
Question: Can I pay all my bills through TelPay?
Answer: TelPay has over 4100 billers on file and we are adding more all the time. If you cannot find your bill on our list of billers, using TelPay's Internet service, you can add your own billers to the TelPay list. In other words, you can "Pay Anyone".
3.0 Funds Transfer
Question: How long will it take for funds to arrive in recipient's account when using funds transfer?
Answer:Transfers are credited to the recipient's account "the next business day" provided we have the recipient's bank account number. We cannot guarantee exactly when the funds will appear in the recipient's account. This depends on the recipient's bank. The valid date of the deposit will be the next business day.
Question: Is there a chance the funds transfer could be held?
A funds transfer may be held for 3-4 business days to ensure that the money clears your bank account. TelPay will make an attempt to contact you by phone or email to advise that we are holding your funds transfer.
4.0 Troubleshooting
Question: My PIN isn't being accepted.
Answer: Your account may be on hold. This can happen if your PIN has been entered incorrectly 3 times or your account may have been placed on hold for administrative purposes. Call customer service 1-800-665-0302 or e-mail
service@telpay.ca for assistance.
Question: Why can I not see my emailed TelPay payment confirmation in my email Inbox?
Answer: Your email service may be moving TelPay's payment confirmation to a special folder. If you do not see the confirmation in your Inbox it may have been moved to another folder. For example, if you use Yahoo it may move the confirmation to your BULK folder. If you use Gmail, it may move it to a folder called SPAM. Regardless of your service, please check your other email folders if you do not see the confirmation.
You can also use the advanced features of your email service to ensure 1) the confirmation always goes to your Inbox, 2) it goes to an existing folder other than your Inbox or 3) it goes to a new folder that you've created (e.g. TelPayConfirmations). Please consult your email service for more information.
Payment confirmations are sent the same day to your email address if you use our Internet site to pay bills or after 2 AM the following morning if you use the telephone to pay your bills.
5.0 Security and Information
Question: How do I update personal information, such as my address, for TelPay's telephone / Internet bill payment services?
Answer:All requests for changes to your contact information must be emailed to service@telpay.ca from your email address (the one that TelPay has on file from the time you signed up). The email must contain your access number, name, current contact information on file and the new contact information.
Question: How can I change my PIN?
Answer: Your initial PIN, assigned by TelPay, can be changed by phone or internet before any payments are made. Subsequent changes to your PIN can be made by logging on to your TelPay account and selecting 'My Profile' or calling our customer service staff at 1-800-665-0302.
It’s critical that you keep your Telpay PIN as well as your financial institution’s PIN confidential . TelPay will never ask you for your PIN or your financial institution PIN . You should check with your financial institution to ensure they would never ask you for that information as well.
Question: Giving your bank account number to another party seems to be risky. What is your response to someone who has this concern?
Answer: We don't think about it but every time you give someone a cheque you are giving them your bank account number. An advantage of giving your bank account number to TelPay is that you then don't have to give it to other billers who make their payments using TelPay's services. TelPay consolidates payments from all sources and credits the bank account.
Question: Am I protected against unauthorized electronic debits to my bank account?
Answer: The Canadian Payments Association (www.cdnpay.ca) provides procedures that cover all "Preauthorized Debits" (PAD's) and they apply to all banks and credit unions. If a PAD is improperly charged to your bank account you are entitled to go to your bank and sign a form giving the reason for refunding the PAD and the financial institution must immediately credit your account.
Question: What is Phishing ?
Answer: Phishing is a type of deception designed to steal your valuable personal data, such as credit card numbers, passwords, account data, or other information.
Fraudsters might send millions of fraudulent e-mail messages that appear to come from Web sites you trust, like your bank or credit card company, and request that you provide personal information.
TelPay will never send you an email ( or call you ) asking for your PIN. If you do receive an email that appears to come from TelPay but that you are unsure about please contact us at 1 800 665 0302 or forward the email to service@telpay.ca
Source: Canadian Payments Association, Rule H1 (PreAuthorized Debits), Appendix III
Question: Why do we request the last three digits of the account number to identify the biller?
Answer: We request the last three digits for at least 2 reasons:
- It is a convenient code for identifying the biller you want to pay.
- Your account numbers can change for various reasons:
- if you move;
- if you lose their credit card (and have to get a new one);
- the biller changes its account numbering system.
- keying the last 3 digits will "catch" those types of changes.
Our Commitment to Customer Support
TelPay Incorporated is committed to providing superior bilingual customer service in the manner that is most convenient to you including email, telephone, or fax. We maintain our own systems development department to respond to customer's needs. Systems are enhanced to help eliminate any possibility of error in processing payments.