Frequently Asked Questions


  1. Q:  Can I change my email address?  

A: Yes. You can change the email address that you use when you log into PortalPay and that PortalPay uses to contact you. To change your email address, log on to PortalPay using your old email address. From the link menu, click Edit Profile and then select Edit email. Follow the on-screen instructions to change your email. See Changing Your  Email ID.

  1. Q:  What if I forget my login /user name?

A: Your user name that you originally registered with is your email address.  If you forget which email address you used when registering, you can contact the dealer or finance company and they can provide you with this information.

  1. Q:  What if forgot my password?
    You can have a new password emailed to you. Go to the PortalPay login screen.  In the login area of the screen, click the Forgot your password? link. Follow the instructions to complete the fields. A temporary password will be emailed to you. See Replacing a Forgotten Password.

  2. Q:  How will I know if a recurring credit card transaction fails to authorize?
    An email notification will be sent to your email address. This message will alert you about the failure and will include an explanation of why the transaction failed. A representative from your dealer or finance company will contact you to correct the problem.

  3. Q:  How will I know if I am correctly set up for recurring payments?
    After you set up recurring payments, PortalPay will send you a detailed email with the schedule of payments. If you notice any problems with the schedule, notify your dealer or finance company immediately.

  4. Q:  Will the status of the contract be verified prior to initiating a recurring payment?
    Yes. PortalPay will verify that your contract status is ”r;active” in the dealer or finance company’s system before making a payment. If the dealer or finance company has changed your account status to ”r;inactive” or ”r;paid off,” PortalPay will not process the payment and will send you an email indicating the reason for not processing the payment.

  5. Q:  Can I change my banking information or credit card information in the portal?
    To change account information in PortalPay, you must remove the account that you want to change and then add it again with the correct information. For detailed instructions on removing an account, see Removing an Account. For detailed instructions on setting up an account, see Setting Up Payment Accounts.

  6. Q:  Can I view previous payments even if they were not processed in PortalPay?
    Yes. All previous payments are recorded in PortalPay. To see your payment history, click Payment History in the link menu. See Viewing Payment History.

  7. Q: Can I reprint a receipt for transactions not processed in PortalPay?
    No. Ask your dealer or finance company to provide receipts for payments not made in PortalPay.

  8. Q: Can I change my mailing address in PortalPay?
    Your mailing address can be changed, but you cannot make the change. Address changes should be emailed to the dealer or finance company.  The dealer or finance company will change your mailing address in PortalPay.

  9. Q: Can I make a PTP (promise to pay) or payment arrangement in the portal?
    No. Currently this ability is not available in PortalPay.

  10. Q: Can I make payment s against charged-off or inactive accounts?
    No. Such payments have to be made directly at the dealer or finance company.

  11. Q: When will one-time payments be processed in PortalPay, and when will they reflect against my account?
    The payments are processed real time if posted before the cutoff time designated by the dealer. To determine the cutoff time, contact your dealer. Payments made after business hours will be processed the next day. For instance, if you dealer’s cutoff time is 11 p.m., and you use PortalPay to make a payment on Thursday at 11: 05 p.m., the payment will post the next day.

  12. Q: Will my starter interrupt device code appear on my payment receipt?  
    Yes.  If you have a PassTime or On Time starter interrupt device, the code will be printed on your receipt. You can print a receipt when you make a one-time payment, or you can print a receipt using the Payment History function.  See Obtaining Your PassTime or ON TIME Code.

  13. Q: Is my credit card / personal information secure?
    Yes. This information is stored as encrypted data in the database. All data is processed through a secure, encrypted site.