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Personal Online Bill Pay Support
We've compiled a list of the most common questions to help provide support. Simply click on the individual issue listed below to see a solution. If there is a problem you are experiencing that isn't in this list, please call us toll-free at 1-888-752-3332 or use our contact form.
Product / Service Topics
What is Personal Online Bill Pay?
Personal Online Bill Pay lets you pay your bills online through First Interstate Bank. You can pay anyone in the United States that you would normally pay by check or automatic debit, even if you do not receive bills from the company or person you want to pay.
Quick Facts about Personal Online Bill Pay
- You can pay all of your bills at the Payment Center. You can also see a summary of your pending payments and the payments you've made in the past 45 days.
- You can receive some of your bills online in Personal Online Bill Pay. You can view and pay these bills at the Payment Center.
- You can set up automatic payments to pay your electronic bills or to automatically schedule payments of a set amount at regular intervals.
- You can review your bills and payments for the past six months.
How does Personal Online Bill Pay work?
To pay your bills online, simply add the companies and people you want to pay. We use this information to make the payments for your bills.
After you add your bills, you can go to the Payment Center. The Pay Bills section lists all of the bills you've added in Personal Online Bill Pay. To pay a bill, enter a payment amount and the date when you want the company or person to receive your payment. You can also select this date from the calendar.
Tip: When you enter an amount, Personal Online Bill Pay automatically displays the earliest date you can select for the company or person to receive the payment in the Pay Date box. You can either accept this date or change it to a later one.
You can pay as many bills as you want at the same time from the Payment Center.
After you pay a bill, it may move to either the Pending Payments section or the Recent Payments section of the Payment Center.
- The Pending Payments section provides a quick summary of the payments that have not been processed yet.
- The Recent Payments section provides a list of the bills that have been paid in the past 45 days.
You can also find a list of the pending and recent payments for a particular biller in the Payment Assistant.
If you can't find a payment in the Recent Payments section, go to Bill History, which shows all of the bills you paid in the past six months, including electronic bills and the bills that you pay automatically.
How secure is my bill payment and personal information?
Personal Online Bill Pay uses several methods to ensure that your information is secure.
- SSL—Personal Online Bill Pay uses SSL (secure sockets layer) which ensures that your connection and information are secure from outside inspection.
- Encryption—Personal Online Bill Pay uses 128-bit encryption to make your information unreadable as it passes over the Internet.
- Automatic Sign Out—Personal Online Bill Pay automatically signs you out of a session if you are inactive for a predefined time (usually 10 minutes). It is best if you sign out immediately after you finish your tasks in Personal Online Bill Pay.
What are Terms and Conditions?
The Terms and Conditions are a complete and exclusive statement of the agreement between you and First Interstate Bank regarding your Personal Online Bill Pay service. The Terms & Conditions document contains information about authorization, liability, and limitation issues when using Personal Online Bill Pay. In the event of a dispute regarding Personal Online Bill Pay, you agree to resolve the dispute by looking to the Terms & Conditions document.
The Terms and Conditions document provides details about the following items:
- Payments that are prohibited.
- Password and security information.
- Your liability if unauthorized transfers occur.
- Errors or questions about your transactions.
- Situations in which your account information can be disclosed to third parties.
- Charges assessed based on services provided.
- Service transactions that are returned.
- Notification requirements for termination or discontinuation of the service.
- Types of payments and limitations on billers.
What is the difference between a Payee and a Biller?
Nothing. The two terms are used interchangeably to indicate someone to whom you make a payment, whether or not they actually send you a "bill" or invoice.
Do I need any special software or hardware to use Personal Online Bill Pay?
No special software is necessary.
If I pay bills online, do I give up control of when payments are made?
Absolutely not. You'll always be in control of your accounts. You decide whom, when and how often to pay. Need to cancel or change a payment? No problem, as long as it's done before the processing date.
Who can I pay using Personal Online Bill Pay?
You can pay almost any individual or business as long as they have a United States mailing address or receive mail at an FPO or APO address (APO - Abroad, APO - America or APO - Pacific). Please note that the following payment types are prohibited: Tax Payments, Court Ordered Payments, and Payments to Payees/Billers outside of the United States.
What if I do not have an account number for one of my Payees/Billers?
Sometimes you will want to set up a Payee/Biller with whom you do not have an actual account number. It's easy. Simply enter the customer service phone number for that company to enable a database search. If the database does not find a match, you may enter the rest of the information yourself.
How do I delete a Payee/Biller or change their payment information?
Delete Payees under the Payee Set Up tab. Under this same tab you'll also find the option to change a Payee's information.
How do I know if a payment has been sent?
When you pay bills online, the service automatically creates a record of your payments that you can view at any time. This allows you to check the status of your payment and always have a general account of where you are.
How many days does it take for my payment to reach the Payee/Biller?
Most transactions will be processed five (5) Business Days before your selected Scheduled Payment Date. It is understood that, due to circumstances beyond our control, even once they are received, some transactions may take a day or even a few days longer to be credited by your Payee/Biller to your account with them.
What do I do if my Payee/Biller never received my payment?
If you have a question regarding a payment, use the Messages link at the bottom of the page. This link allows you to contact First Interstate Bank via a fully secure environment regarding your account. Please provide a Payee/Biller contact name (if possible), address, and phone number.
What do I do with the part of the invoice or bill that I usually mail back to the Payee/Biller with my payment? Doesn't the vendor need that to process my payment?
You do not need to do anything with that portion. Personal Online Bill Pay will provide all of the necessary information to the Payee/Biller with each payment.
How far in advance can I schedule a payment?
You can schedule a payment up to one year in advance of the payment due date. Do not forget to allow five business days in between the scheduled payment date and the due date. A good example of when you might schedule a payment that far in advance could be to pay annual dues to an organization or association, or to send a birthday or anniversary check to someone.
What about payments I make every month for the same amount?
Easiest of all: establish a recurring payment. A recurring payment must be made at specified intervals (i.e., weekly, biweekly, semi-monthly, every 4 weeks, monthly, bi-monthly, quarterly, semi-annually, or yearly) for the same amount each occurrence. Set the payment frequency and the amount you wish to pay and, however you set it, your payments will be made as indicated. All you have to do is deposit the money to cover the payments. Set it and forget it!
How is the payment sent to my Payee/Biller?
You will not always know if your payment is sent electronically or by paper check. While many payments will be made electronically, some Payees/Billers cannot receive electronic payments (such as individuals). Those Payees/Billers will be sent payments by paper check.
When is the money for my payments taken out of my account?
Your account will be debited on your scheduled payment date.
Without a check stub or a canceled check, how can I prove that I made a payment?
One of the advantages of paying your bills using Personal Online Bill Pay is that there are generally far fewer opportunities for errors to occur. However, in the event that you do need to provide proof of payment, there are many different tracking systems in place. For example, your financial statement will reflect debits to your account, and include the name of each Payee/Biller.
How can I stop a scheduled payment?
All online payments can be canceled before they are processed (5 or more business days prior to the requested due date). Once the payment has been processed, additional modifications are not possible.
Who do I contact if I encounter problems when paying bills online?
As with any questions about your checking account, contact our customer service department at 1-888-752-3332, M-F, 7:30am-6pm MST.
How do I sign up for Online Banking?
Click here to sign up for Online Banking, then follow the online instructions.
What are e-Bills?
E-Bills are your regular statements delivered to you electronically by your Payee/Biller. You can choose either to have the Bill Pay service pay the bills automatically (under a certain dollar amount) through e-Bill Auto-Pay, or pay the bills according to your chosen schedule or amount.
How do I set up my Payee/Biller for e-Bills?
The fastest way to create e-Billers is to choose from the pre-defined list. The Merchants on this list capable of sending e-Bills are indicated by an asterisk(*).
Will I still receive a paper bill in the mail from the e-Biller?
No. You will no longer receive your paper bill. However, you can print out any bill if you would like to keep a paper copy for your records. Your bills, statements, and notices are available online for six months from their arrival date; then they are archived.
How do I know when I have new e-Bills to pay?
When you log on, you'll see the number of new bills, statements, and notices you've received. Also, you'll receive a reminder e-mail to notify you of new bills in your account mailbox if they have not been viewed within four days of delivery.
When will I receive my e-Bill each month?
Most Payees/Billers will use their established billing cycle, so you can expect to receive your bill at approximately the same time of the month that you currently receive your paper bill.
If I don't understand something on my e-bill what should I do?
For questions specific to a particular e-Bill, contact that e-Biller directly.
M-F, 7:30am-6pm MST
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