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  1. I am receiving a message telling me that I must allow cookies in order to access the Online Bill Pay system. What should I do?

    You will need to allow third party cookies in order to access bill pay, which can be done in your browser's Internet Options or Internet Settings tab. If you'd prefer not to allow all cookies, you will have to allow first party cookies, disable third party cookies and add to your list of trusted websites. This will allow you to access the Online Bill Pay system.

  2. Why am I receiving a message that says Online Bill Pay is not available?

    If you receive a message that says "Bill Pay is not available", please check to make sure that we have the most up-to-date home phone and/or email address on file. You may verify this information by accessing the "Service Center" tab within Online Banking. If after verifying your information you continue to receive an error message, please contact Customer Service by calling (978)374-0161.

  3. How does the Online Bill Pay system help protect my account from fraudulent bill payments?

    To help safeguard you against fraud, every payment is evaluated to ensure that it is within your normal behavior, as well as within the normal behavior for that biller/payee. If we have any questions regarding any of your payments, the payment may be held for 48 hours while we try to contact you for verification. If we are unable to contact you, the payment may be cancelled.

  4. How do I add a new payee?

    To add a new payee, select the Pay My Bills module, then select "Add Company or Person".

    Type the payee name in the "Search Our Network" bar. If the biller already exists in the system, their name will appear. Select the applicable payee and enter your account information.

    If the payee information is not currently in the system, you will need to add them by entering information such as the type of payment, name, address, phone number, account number and the name on the account.

  5. Why do some biller/payees require more information than others when I add them to Online Bill Pay?

    When adding a major biller/payee, the information has already been identified by the Online Bill Pay system, therefore all you need to do is enter your account information. For smaller and/or local businesses, the biller/payee information may not be readily available. In these cases, you may need to enter more information about the business such as mailing address and phone number.

  6. How can I send a bill payment for an existing payee?

    To set up Bill Pay for an existing payee, simply select the Pay My Bills module in the top banner. The default landing page is the Payment Center, which is where you set up your bill payments. Simply enter the payment amount and Deliver By date and select the "Send Money" button.

  7. What is the cutoff time for payments?

    Typically the cutoff time is 10:00PM, however some billers have a cutoff time prior to 10:00PM. In most cases, an electronic payment due tomorrow can be scheduled up until 10:00PM tonight. Please verify cutoff times with your biller prior to scheduling payments.

  8. Can I set up recurring bill payments?

    Select the Pay My Bills module. You can set up recurring payments by selecting the "AutoPay" link under the applicable payee in the Payment Center. Set up the bill payment information and choose the frequency that applies to how often you want the payment to be sent and the duration of the AutoPay, then click the "Start Sending Payments" button to confirm.

  9. Can I cancel or stop a bill payment?

    Yes, as long as the payment is listed as "Pending" and has not already been processed.

    You can access the "Activity" tab within the Pay My Bills module and select the "Change" link under the payment you'd like to cancel. On the Change Payment page, select the "Cancel Payment" link. Please note that the payment is not canceled at this point; you must select the "Cancel Payment" button that appears on the Cancel Payment page to confirm the cancellation.

  10. Can I place a stop payment on a bill payment item?

    Stop payments may only be placed on certain types of bill payment items. To find out if an item is eligible or to place a stop payment on a bill payment item, contact Customer Service at (978) 374-0161.

  11. Why are some payments sent electronically while others are sent by check?

    The method of payment is determined by the biller/payee. Some biller/payees may also set certain dollar limits to determine which payments are sent electronically and which are sent by check. This means that your payment could be sent electronically and, other times, a payment to that same biller/payee could be sent via check. The system will also send more check payments out initially while it establishes your normal behavior.

  12. Is the online bill payment system compatible with Quicken/QuickBooks?

    Yes, our online banking system is compatible with Quicken/Quickbooks. Haverhill Bank customers that currently have their online banking accounts linked to Quicken/QuickBooks must modify their settings within Quicken/QuickBooks on or after August 7th to ensure a smooth transition of data. Instructions on how to complete this conversion are shown below.



    Quicken for Windows Conversion Instructions

    Quicken for Mac Conversion Instructions



    QuickBooks for Windows Conversion Instructions

    QuickBooks for Mac Conversion Instructions

  13. What information is required to enroll for an eBill?

    Often, only the biller/payee name and account number are required, although some do require an additional field for validation, such as ZIP or phone number.

  14. What happens if I don't have enough money in my account?

    If you do not have enough money in your account on the "Deliver By" date, the payment will still be sent to the biller/payee and you could receive an insufficient funds charge (as disclosed in our Schedule of Charges). We will try to collect payment a second time within 24-48 hours. If at that time you still do not have sufficient funds, a second insufficient funds chage may be assessed. At times, we may work with the biller/payee to try and reverse the payment. If the payment cannot be reversed, we will contact you directly to satisfy your outstanding balance. Your access to Online Bill Pay may also be restricted for payments resulting in insufficient funds until the matter is resolved.