Citadel Card Pay FAQs

Looking for ways to pay bills quicker and easier using Citadel Card Pay? We're here to help.

Citadel Card Pay Frequently Asked Questions

Review our frequently asked questions below to get quick answers and tips on using Citadel's new Card Pay. 

Citadel Card Pay Frequently Asked Questions

How long will it for take my bill to sync?

Syncing means that your bill information wasn’t readily available. Your bill should update within 24 hours.

What if it is taking longer than 24 hours for my bill to sync?

If your bill is taking longer than 24 hours to sync select the "contact us message" option on the syncing notification. This lets us know we need to investigate further.

How do I add a bill?

To add a bill, go to “add a bill”, search for the provider you wish to add in the search box, select the provider, enter your login credentials and select “verify”.

How do I remove a bill?

To remove a bill, select the bill you want to remove, go to settings and select, “Unlink”.

Why did my bill amount change?

Your provider has posted additional charges to your account or a new statement has posted to your account. Our system is collecting the new balance due and the new due date that your provider is now displaying on your account.

Can I just receive updates on my bills and not have payments made on my behalf?

Yes! We will never pay a bill unless you tell us to pay it. If you add your providers, but never schedule a payment, you will only receive updates on your bills.


Be sure you have bill notifications turned on so you receive email and/or SMS updates for your bills.

How do I turn on/off autopay?

You can turn autopay on or off any time you want for any bill by selecting the bill, go to settings and choose automatic payment scheduling. From there, you can either turn it on or off. The default setting for autopay is off, so you must turn it on if you want your bills set for auto payment.


Don’t forget to turn on/off autopay for each bill.

How do I change the payment schedule if my bill is on autopay?

You can change your payment schedule any time. Select the bill you want to change, go to settings and payment schedule. You can then choose to have your bill automatically paid ten days before the due date, five days before the due date, the day before the due date, on the due date or when the bill is issued.


If you have your bill on autopay, the default payment setting is the day before the due date. Don’t forget to change it if you would like your bill paid on a different day.

How do I schedule a payment?

For immediate payment: Select the bill you want to pay, choose a payment method and click “pay now”.


To schedule a payment in advance: Select the bill you want to pay, choose a payment method, click “schedule” and select your desired payment date.

When will my bill be paid?

Your bill will be paid by the end of the day on your desired payment date. However, it may take up to 24 hours for a bill to be paid.

Why wasn’t my bill paid?

If your bill wasn’t paid, check to make sure you do not have a message on the bill stating that your attention is required. The “attention required” message could be in place because of a declined payment, a problem with your login credentials or a problem accessing your bill to make a payment

How do I know when my bill is paid?

Your bill will be found under the “paid” section once it is paid. You will also receive an email and/or push notification depending on your bill notification settings.

What if I scheduled a payment, but need to change the payment date?

If you schedule a payment, you can cancel and reschedule the payment up until the payment date. Once your bill is processing, you cannot cancel the payment.

Can I make a partial payment on a bill?

No, you cannot make a partial payment on a bill.

How long does it take for the payment to post to my online account with a provider?

Payments may show up immediately or they may take 1-3 days to post to your account depending on the provider and payment method used to pay the bill. There may also be delays on weekends and holidays.

Can I pay my bill after the due date?

It's important to us that your bills are paid on time.


If you choose to have autopay on, your payments must be made on or before the due date based on your payment settings. If autopay is off and you prefer to schedule payments, you must schedule your payment on or before the due date. If you forget to schedule a payment for a past due bill, we allow you to schedule the payment for that day only.

 

Why was my payment declined?

Your payment could have been declined for a number of reasons.


The most common reason for a declined payment is insufficient funds. If your payment via ACH is declined, be sure to check that you have enough funds in your account and that your account number was correctly entered into Biller Direct. Please be aware that if you have excessive declined ACH payments, the provider may require you to use a debit or credit card for payment.

How long does it take for a bill to be paid once it’s processing?

Your bill will be paid by the end of the day on your desired payment date. However, in some cases it may take up to 24 hours for the bill to be paid.

How do I turn on/off notifications?

We highly recommend you keep notifications on for bill updates and important notifications. If there is a problem with your bill we won’t be able to notify you if you turn off notifications.


To turn on/off notifications:

  • Go to the circle with the 3 lines in the bottom right hand corner.
  • Select settings and notifications.

To turn notifications off:

  • Move the circle to the left.
  • The button will change from green to grey.

To turn notifications on:

  • Move the circle to the right.
  • The button will change from grey to green.

How do I remove a payment method?

If you would like to remove your payment method, go to the circle with the 3 lines in the bottom right hand corner and select settings and payment methods. Next to the payment method you wish to remove, select the trash can.

How do I add a payment method?

If you would like to pay a bill with a different payment method, select the bill you would like to pay, go to settings and preferred payment method. From there, you will have the option of selecting a different payment method or adding a new one.

Why am I receiving an error message when adding a new payment method?

You will receive an error message if you are entering incorrect debit, credit and ACH information.


If you are attempting to add a payment method from a different financial institution, you will also receive an error message. You must use a payment method associated with our financial institution if you would like to use our bill pay feature.

What if you don’t have the provider I want to add?

No problem! If you don’t see the provider you want to add to your account, select “can’t find it”. Type in the provider you would like added and select, “request”. We will notify you when the provider is added and you can add it to your account.

How long does it take to add a provider that’s not on the provider list?

It takes about 24 hours for us to add a requested provider. You will receive a notification once the provider is added.


Be sure you have bill notifications turned on so you know the provider has been added.

How do I fix a provider that says, “attention required” on my account?

If you select, “fix now” we will direct you to your provider to login and complete the required steps to fix the account.


Once you go to your provider directly to make changes, you can select, “I fixed it” and we will attempt to authenticate with your provider, present bill details and/or pay the bill. If you receive the “attention required” details and go directly to your provider without selecting “fix now”, you can select “I fixed it” after you make the changes with your provider.

Why did you tell me that a provider I requested can’t be added?

The provider must have an online payment portal for bill pay in order for us to configure the provider. If the provider does not have an online portal we are unable to capture bill details and make a payment on your behalf.


There are also a handful of providers that we can’t configure just yet. If you request one of these providers, we will let you know why it can’t be added. We will also let you know once the provider is configured.

Still have questions? Learn More about Citadel Card Pay