Online Billing FAQ

Q: Am I eligible to participate in on-line electronic payment processing?
A: If you are a direct billed customer, meaning you make payments directly to Redwoods, then yes you are eligible to participate in the online bill pay. If you typically make payments via your broker or insurance agent (agency bill), then we cannot accept online payments from you at this time.

Q: What payment options are available?
A: Currently we accept both one-time payments and recurring payments. You can pay via ACH (e-check) ($225,000) or credit card ($2,500) via. Mastercard, Visa and Discover. Your bank and card details can be saved for future use.

Q: Do I need any special hardware or software to sign-up for electronic payment services?
A: No special hardware or software is required to use this service. You will only need Web access and your browser. To use this site, you will need Microsoft Internet Explorer version 10.0, 11.0, Firefox 26, 27, 29, Google Chrome 34, Safari 6.0 or 7.0. Also, your browser must be enabled for both JavaScript and Cookies. To enable your browser for JavaScript or Cookies, please consult your browser documentation.

Q: What information do I need to enroll in electronic payment services?
A: You will need a copy of your recent invoice which provides your account number at the top right of the first page. You will also need a valid e-mail address, credit card or your bank routing number and account number to make a payment.

Q: What Financial Institution processes my payment?
A: Redwoods has entered into an agreement with JPMorgan Chase to use their Pay Connexion electronic payment processing solution.

Q: How am I billed for this service?
A: There is no cost for enrolling in and using this payment site.

Q: How far in advance of the due date should I make my payment?
A: We suggest that you make your payment at least two business days before the actual payment due date.

Q: When is my non-recurring payment processed?
A: Payments are processed at 3:00pm ET.

Q: How do I change or cancel a payment that I have already scheduled?
A: Payment may be edited or cancelled at any time prior to 3:00 pm ET on the day that the payment is scheduled. Check the pending payments tab, if it still reads pending, you may cancel.

Q: Will I receive a confirmation of my payment?
A: Yes, once you have successfully processed your transaction, you will receive confirmation of any payment submission, change or cancellation via email.

Q: Can I change my billing address via the Pay Connexion site?
A: Unfortunately, it is not possible to change your billing address via the Pay Connexion website, because it needs to match the address on your account. To change your billing address please contact customer service.

Q: How do I contact the Billing Department:
A: Email: [email protected] or Phone: (919)-462-1292

Q: Can there be multiple log-ins for this system?
A: Unfortunately we cannot create multiple user accounts for each organization. There is only one log-in per organization.

Q: How do I edit how much I want to pay for recurring payments?
A: Recurring payments automatically charge what you were invoiced each month. If you want to cancel or skip a month of recurring, please view the recurring payments tab to cancel a payment.

Q: When I try to make multiple payments, the “Make a Payment” option is no longer available. How do I make multiple payments in one session?
A: After you have made one payment, you will need to log out then log back in to process another payment.

Q: Can I pay more than what I am billed to pay ahead?
A: Yes, you can, as long as it does not go over $225,000 for ACH (E-check) and $2,500 for credit card. You may only exceed the ACH (E-Check) limit if you are invoiced over that limit. You cannot exceed the credit card limit of $2,500 regardless.