I. Getting Started

Q: What is a payee?
A: A payee is any company, service, or individual to whom you make payments. It can be anyone who bills you (such as your phone company or credit card company), or individuals (such as your landlord, day care provider, gardener, etc.).

Q: What is an e-bill?
A: An e-bill (electronic bill) is an electronic version of a paper bill that you can view online.

Q: What is an e-bill service provider?
A: An e-bill service provider allows consumers to view and pay bills from multiple companies, and possibly even companies that do not currently offer e-billing services.

Q: What is electronic bill payment?
A: Electronic bill payment lets you receive bills and schedule payments online. You can pay anyone, anytime, anywhere in the United States, from your mortgage lender to your newspaper carrier. You can also set up recurring payments such as a car payment or rent. You can schedule single payments up to a year in advance.

Note: The only payments you cannot make through your e-bill service provider are court-ordered payments and state and federal tax payments.

Q: How does electronic bill payment work?
A: There are two basic steps involved in using an e-bill service provider to make online payments:

1. Set up your payees.
When you first begin using the service, set up your payee list by adding the payees to whom you want to make payments. Some payees can also send electronic bills (e-bills). You only need to add each payee once (for each separate account number).

2. Schedule payments.
When you make a payment, you are specifying the date that you want the payee to receive the payment. Most e-bill service providers request that you schedule your payment date five business days before the actual bill due date to allow time for electronic processing or for mailing if a paper check is sent. E-bill service providers determine whether a payment is sent electronically or by check based on whether or not the payee accepts electronic payments and other guidelines.

Once a payment is scheduled, it appears in your list of scheduled payments until it is processed. After the payment is processed, it appears in your payment history with a status of "Paid." The payee receives your payment on the payment date you specified and credits your account. Sometimes, however, the payee may take a few days to apply the payment to your account.

Q: How secure is my e-bill payment and personal information?
A: Most e-bill service providers use several methods to ensure that your information is secure.
User Name and Password: Your user name and password are unique identifiers that only you know. If you don't share your user name and password with anyone, then no one else can log on pretending to be you.
SSL: SSL (secure sockets layers) ensure that your connection and information are secure from outside inspection.
Encryption: 128-bit encryption code makes your information unreadable as it passes over the Internet.
Automatic Sign-out: You are automatically signed out of a session if you are inactive for more than ten minutes. Most e-bill service providers recommend that you sign out immediately after you are finished scheduling and making payments.

Q: Do I need any special hardware or software to sign up for online bill payment?
A: No, special hardware or software is not required; you only need Web access and your browser. Please note that most browsers use 40-bit encryption. For the highest level of security available, you should use 128-bit encryption code to access your bill. You can download 128-bit encryption by visiting one of the following Websites:

For Microsoft Internet Explorer, please go to: http://www.microsoft.com/ie/download/128bit

For Netscape Navigator, please go to: http://www.netscape.com/download/index.html

Download 128-bit encryption for the operating system that you have on your machine: Windows NT, Windows 95, Windows 98, Windows 3.11, Unix, Macintosh, etc.

For America Online, go to "keyword" and type "128 browser." Then follow the instructions.

Q: Once I enroll with an e-bill service provider, how soon can I start paying my bills? A: After you complete and submit the enrollment form, your enrollment is processed and the service is activated. Most e-bill service providers will send you a "Payment Activation Code" through the U.S. mail. When you receive your Payment Activation Code (usually between 5 to 10 business days) you can use it to unlock your online payment service and add payees to your payee list. You will receive an e-bill from your payees within a month or so, depending on their billing cycles.

Q: What is a Payment Activation Code?
A: A Payment Activation Code is a code that is issued by the e-bill service provider in order to initiate your online bill payment service. In general, after you sign up for online billing, your e-bill service provider will process your enrollment and activate your account within 5 to 10 business days.

Q: What if I forget my password?
A: If you have signed up with an e-bill service provider, contact their customer care center for assistance. Q: How am I billed for online bill payment service? A: When you sign up with an e-bill service provider, there may be a monthly charge (see the specific e-biller for complete details).

Q: How do I cancel my e-bill service?
A: If you are enrolled through an e-bill service provider, contact their customer care department for assistance.

II. Payee Questions

Q: Whom can I pay using my e-bill service provider?
A: You can pay anyone in the United States that you would normally pay by check or automated debit, with the following exceptions: State and federal tax payments Court-ordered payments

Q: Where can I find my payee account number?
A: Generally, you can find your payee account number on a recent paper bill. Your Wall Street Journal 12-digit account number can also be found on the second line of your subscription label.

Q: Do I need to contact the payees I decide to pay online through my e-bill service provider?
A: No, you do not need to contact your payees if you use the service. The e-bill service provider will send each of your payments with your payee account number and payee information; thus enabling them to credit your account appropriately.

Q: Can I have the same payee on my payee list more than once, if I have multiple accounts?
A: Yes, you can add multiple payee accounts for the same payee as long as you have different payee account numbers. For example, if your phone company provides your home phone service and your cellular phone service, you can add the company as a payee twice by entering a different account number each time.

Q: If an account is in my spouse's name, can I still sign up with an e-bill service provider?
A: Yes. However, make sure you use the payee account number that appears on your spouse's monthly paper bill.

III. E-bill Questions

Q: How does electronic bill payment work?
A: Electronic bill payment allows you to receive and pay bills online. You can make payments to anyone, anytime, anywhere in the United States, from your mortgage lender to your newspaper carrier. The only payments you cannot make through your e-bill service provider are court-ordered payments and state and federal tax payments.

Electronic billing lets you receive electronic bills (e-bills) online. Some payees are able to send e-bills to their customers, such as The Wall Street Journal. If you add a payee that offers online billing, you have the opportunity to request e-bills from the payee.

Once your request has been authorized, you will receive an e-bill from the payee within a month or so, depending on the billing cycle. You can pay the e-bill directly, and you can continue to make single payments to the payee whenever needed.

Q: Is an e-bill the same as a paper bill statement or invoice?
A: An e-bill is a statement or invoice in an electronic format. E-bills typically contain the same information as your mailed bills.

Q: Will I receive a reminder that an e-bill is due?
A: Most e-bill service providers will send you an e-mail notification to remind you that an e-bill is due.

IV. Receiving E-bills

Q: How do I receive e-bills?
A: You can receive e-bills only from payees that offer online billing. Once you request e-bills from a payee and the request is processed, you should receive a message stating that your e-bill service has been activated. E-bill service requests are usually processed within two weeks.

Q: How long does it take to receive e-bills from a payee?
A: It may take up to two weeks for the payee to process your request for e-bills. Once your request has been accepted, it may take a month or more, depending on the payee's billing cycle, before you begin receiving bills electronically.

Q: Will I still receive a paper copy of the bill through the U.S. mail?
A: Many payees stop sending a paper bill and only send an e-bill to your online bill payment account. If The Wall Street Journal has not promptly received your payment, you may also receive e-mail and paper reminders prior to subscription expiration.

Q: Can I store or view paid e-bills?
A: Most e-bill service providers allow you to view paid e-bills by looking at the payment history. E-bills may become unavailable after a period of time; however, you can always use your browser's print function to print the e-bill if you want to keep long-term records.

V. Payment Process Questions

Q: Are all of my payments made electronically?
A: Many of your payments, including those to The Wall Street Journal, are made electronically-other payments are made by check. For example, some payees, such as individuals, cannot receive electronic payments, so a check is printed and sent to the payee. Whether a payment is made electronically or by check, the payment is processed in time to reach the payee by the payment date you entered (provided you schedule the payment at least five business days in advance of the due date).

Q: When is the money for the payment drawn from my bank account?
A: If the payment is sent electronically, the funds for the payment are debited from your account on the scheduled payment date. Otherwise, funds clear your account when the payee deposits or cashes the check. Keep in mind, however, that you should always have funds available to cover the payment on the scheduled payment date.

Q: How far in advance of the due date should I schedule my payments?
A: Schedule your payments to be paid at least five business days before the actual payment due date.

For example, if you have a bill due on the 15th of the month, schedule the payment date for the 11th or earlier. The payment is initiated for payment on the scheduled payment date. Scheduling payment dates sufficiently in advance of the due date allows enough time for the payee to receive the payment and credit your account. Whether the payment is electronic or sent by mail, payees sometimes need a minimum of two days to credit your account after receipt of the payment. VI. Payees and E-bills

Q: How do I request e-bills from one of my payees using an e-bill service provider? A: You can request e-bills from a payee by adding a payee from the payee list. If the payee is capable of sending bills electronically, a message prompting you to select whether you want to receive e-bills from the payee appears. After verifying and entering a few pieces of information, your request is automatically sent to the payee.

Q: What if my request for e-bills is rejected?
A: If your request for e-bills is rejected, please contact the payee to ask if they can help you understand why they cannot send you e-bills. For example, some payees cannot send e-bills to customers in certain areas of the country.

VII. E-bill Problems

Q: The amount for an e-bill seems incorrect. What should I do?
A: If you have questions about an e-bill, please contact the payee directly. All information on the e-bill comes directly from the payee, the same as a paper bill. Remember, you control the payment amount when you pay an e-bill. You may contact The Wall Street Journal at 1-800-JOURNAL (568-7625) or via e-mail at wsj.service@dowjones.com.

Q: My e-bill is late. What should I do?
A: If your normal e-bill billing cycle has passed and you still have not received your e-bill, contact your payee (look on your last bill for the payee customer service number). Payees deliver e-bills much like they deliver your normal bills. Depending on billing cycles, the exact day you receive your e-bill each month may vary. Also, remember that it can take over a month before you receive your first e-bill from a payee.

VIII. Payment Questions and Problems

Q: How can I confirm that a payment has been made?
A: After the payment date, see the "Payment History" page to check the status of the payment. If the status is "Paid," then the payment has been sent to the payee. You can also check to see if the funds have been drawn from your bank account. For example, check your next bank account statement for the withdrawal. Or, you can call the payee to see if they received and credited the payment (sometimes it may take the payee a few days to credit your account).

Q: What do I do if the payment amount is incorrect?
A: If the payment amount is incorrect and the payment shows that it is scheduled, edit the payment with the correct amount.

If the payment has been processed, you cannot change the payment amount. If you overpaid the amount, contact the payee to request a refund or a credit toward the next payment.

Q: What do I do if the payment date is incorrect?
A: If the payment date is incorrect and the payment shows that it is scheduled, reschedule the payment with the correct date.

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