Frequently Asked Questions
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.
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.
Q: What if forgot
my password?
A: 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.
Q: How will I know
if a recurring credit card transaction fails to authorize?
A: 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.
Q: How will I know
if I am correctly set up for recurring payments?
A: 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.
Q: Will the status
of the contract be verified prior to initiating a recurring payment?
A: 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.
Q: Can I change
my banking information or credit card information in the portal?
A: 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.
Q: Can I view previous
payments even if they were not processed in PortalPay?
A: Yes. All previous payments are recorded
in PortalPay. To see your payment history, click Payment History in
the link menu. See Viewing Payment History.
Q: Can I reprint a receipt
for transactions not processed in PortalPay?
A: No. Ask your dealer or finance company
to provide receipts for payments not made in PortalPay.
Q: Can I change my mailing
address in PortalPay?
A: 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.
Q: Can I make a PTP (promise
to pay) or payment arrangement in the portal?
A: No. Currently this ability is not
available in PortalPay.
Q: Can I make payment
s against charged-off or inactive accounts?
A: No. Such payments have to be made
directly at the dealer or finance company.
Q: When will one-time
payments be processed in PortalPay, and when will they reflect against
my account?
A: 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.
Q: Will my starter interrupt
device code appear on my payment receipt?
A: 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.
Q: Is my credit card /
personal information secure?
A: Yes. This information is stored
as encrypted data in the database. All data is processed through a
secure, encrypted site.