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JON M. WAAGE STANDING CHAPTER 13 TRUSTEE
MIDDLE DISTRICT OF FLORIDA
TAMPA & FORT MYERS DIVISIONS
Chapter 13 ePay FAQs
ePay - Frequently Asked Questions
What is my Online Payment ID?
Do I have to use the Online Payment System every month?
Do I need to remember and input my Online Payment ID every time I log in?
Username and Password Requirements?
I have forgotten my password. How do I get a new one?
I have forgotten my username. How do I get it?
Can I change my password?
I have been locked from the system?
Where do I find my Checking/Savings Routing and Account numbers?
Do I need to input my Checking/Savings account information each time I make a payment?
What happens if my payment is returned as Non-Sufficient Funds (NSF)?
Can I schedule payments in advance, or set up recurring payments?
How soon will the payment be taken from my account and be posted to my bankruptcy case?
Will I receive a receipt upon making a payment?
Can I cancel a scheduled payment?
Can I make partial payments?
Why are my payments held for 15 days?
What is the $2.00 Processing Fee?
Why are not all my payments listed in the Payment History?
Why is my online payment account locked?
If my case has been dismissed or converted, can I use the Online Payment System to start making payments again if instructed by my attorney?
What is the difference between ePay and the automatic debit program?
Do I have to use the Online Payment System every month?
Do I need to remember and input my Online Payment ID every time I log in?
Username and Password Requirements?
I have forgotten my password. How do I get a new one?
I have forgotten my username. How do I get it?
Can I change my password?
I have been locked from the system?
Where do I find my Checking/Savings Routing and Account numbers?
Do I need to input my Checking/Savings account information each time I make a payment?
What happens if my payment is returned as Non-Sufficient Funds (NSF)?
Can I schedule payments in advance, or set up recurring payments?
How soon will the payment be taken from my account and be posted to my bankruptcy case?
Will I receive a receipt upon making a payment?
Can I cancel a scheduled payment?
Can I make partial payments?
Why are my payments held for 15 days?
What is the $2.00 Processing Fee?
Why are not all my payments listed in the Payment History?
Why is my online payment account locked?
If my case has been dismissed or converted, can I use the Online Payment System to start making payments again if instructed by my attorney?
What is the difference between ePay and the automatic debit program?
Answers To Questions About ePay To The Trustee
What is my Online Payment ID?
Your Online Payment ID is an 11 digit number consisting of your case number and the last 4 digits of your social security number. Do not use any dashes.Example: Case# 8:11-bk-77777 CPM and Social Security# 123-45-6789 The Online Payment ID is: 11777776789
Do I have to use the Online Payment System every month?
No. You can continue to send us a Cashier's Check or Money Order to the lockbox. However, once you have registered for the Online Payment System, you have the option each month of using the Online Payment System or sending Cashier's Checks or Money Orders - whichever payment method is most convenient for you.
Do I need to remember and input my Online Payment ID every time I log in?
No. You will only need to input this ID number the first time you register, but it is a good idea to remember this number in case you have issues in the future with the payment center. Once you have registered, you will need to use the Username and password you created in order to log in, so be sure to remember that information.
Username and Password Requirements?
The username must be at least 6 characters long. The password must be at least 8 characters long, but no more than 20. It must also contain at least one number, one lowercase character, one uppercase character, and one special character. Please make sure to write the information down, so you do not encounter a problem logging in
I have forgotten my password. How do I get a new one?
On the login page of the Online Payment Center, there is a link called Forgotten your Password? The new page will ask you to input your Username and the system will send you a new password to the email address you registered with. Once you get that new password and enter the site, you can go to settings and change your password to one of your choice. PLEASE NOTE: If you have received a lock message for too many wrong password attempts & then ask for a new password to be emailed to you, you will need to wait 24 hours for the lock to be released or you can contact our office by email for it to be reactivated.
I have forgotten my username. How do I get it?
On the login page of the Online Payment Center, there is a link called Forgotten your Username? The new page will ask you to input your online payment ID and your email address. The system will email you the username for your case and you will then be able to log into the site.
Can I change my password?
Yes. Once logged in, click on Settings to change your password.
I have been locked from the system?
If you have entered your username or password incorrectly, you may get a generic message indicating that your account has been locked. You actually have 5 attempts before the system will lock you out for 24 hours. After that time the lock will be released & you can then attempt to log in again. You can also contact our office by email for assistance with having the lock removed. PLEASE NOTE: If you have been locked & then ask for a new password to be emailed to you, you will still need to wait 24 hours for the lock to be released or you can contact our office by email for it to be reactivated.
Where do I find my Checking/Savings Routing and Account numbers?
The routing and accounts numbers are located on your checks. The routing number is always a 9 digit number and to the left of your account number. DO NOT look for these numbers on a deposit slip as the routing number may be different from your checking/savings routing number. If you are unable to find your routing and account numbers, please contact your bank for help.
Do I need to input my Checking/Savings account information each time I make a payment?
No. The Online Payment Center will store the five most recent accounts used and you will be able to choose one from the Previously Used dropdown menu.
What happens if my payment is returned as Non-Sufficient Funds (NSF)?
It is very important that before you start this payment process you verify your bank account has enough funds to cover the transaction. If you submit a payment without having enough funds in your bank account to cover the transaction, the result will most likely be a Non-Sufficient Funds transaction. If this occurs, your bank account will be overdrawn and you may suffer consequences from your bank. In addition, if your payment is returned for Non-Sufficient Funds, or any other reason, your account will be locked immediately and you will not have the option of using the Online Payment System for the duration of your Bankruptcy Case. You will then be required to make your monthly plan payment by using Cashier's Checks or Money Orders. THERE ARE NO EXCEPTIONS TO THIS RULE.
Can I schedule payments in advance, or set up recurring payments?
You may log in and schedule a payment up to 5 days in advance, but we do not offer the ability for recurring payments through this option. Please use caution when scheduling your payment in advance so that it is not returned as NSF (refer to question #8 for details about NSF payments)
How soon will the payment be taken from my account and be posted to my bankruptcy case?
Payments made prior to 5:00 P.M. will be debited from your account the same day and will be posted the next business day to your case. Please visit www.trustee13.com in approximately 3 business days if you would like to verify that the payment has been posted to your case.
Will I receive a receipt upon making a payment?
Yes. You will receive an automated e-mail with your payment information listed in the body of the e-mail.
Can I cancel a scheduled payment?
In the event you need to cancel a scheduled payment, you may do so up until 5:00 p.m. the business day prior to the Payment Date. Each payment listed in the Scheduled Payments section will have a unique ID number. To cancel the payment, click on the corresponding ID number, then on Cancel Payment in the box that comes up. Another box will appear that says “Are you sure you wish to cancel this payment”. Click OK to complete canceling the payment, or Cancel to return to the previous screen. Once canceled, the payment will no longer show in the scheduled payments tab. It will show in payment history as canceled.
Can I make partial payments?
Yes. If you can't afford to make the full monthly payment owed at one time, you may make several smaller payments throughout the month. However, please keep in mind that this does not affect the due date for your payments. Even though you have the ability to make smaller payments throughout the month, the full amount of your payment is still due on your payment due date.
Why are my payments held for 15 days?
This is done to protect the Trustee in case the payment comes back as Non-sufficient Funds (NSF). After the 15 days, the funds are available for disbursement to your creditors.
What is the $2.00 Processing Fee?
The $2.00 Processing Fee covers the cost to our bank for providing this service to debtors. The Trustee does not receive this money.
Why are not all my payments listed in the Payment History?
The Payment History in the Online Payment Center only displays payments made through the Online Payment System. It will not display payments made to the lockbox. For additional payment information, please visit www.trustee13.com.
Why is my online payment account locked?
There are several reasons why your online payment account may become locked. The Trustee reserves the right to lock your account and prevent a debtor from making payments online. The main reasons why the Trustee would lock an account include: a Non-sufficient Funds payment (NSF), an online payment returned for any other reason, or your case has been Converted or Dismissed. If your account has been locked and you are still required to make payments, please send Cashier's Checks or Money Orders to the lockbox.
If my case has been dismissed or converted, can I use the Online Payment System to start making payments again if instructed by my attorney?
No. Until your case has been reopened, please send Cashier's Checks or Money Orders to the lockbox. If your case is reopened, your Online Payment account will be unlocked. If the account remains locked even after your case has been reopened, please contact us so we can unlock the account.
What is the difference between ePay and the automatic debit program?
When you sign up for the automatic debit program, the Trustee debits your bank account your full monthly payment amount on the same day of every month until you notify us in writing to terminate, your case has been dismissed, converted, or you complete your payments. When you register for ePay, you have the option of sending a payment of any amount at any time (as long as the full payment is received prior to the due date), or switching back and forth between ePay and Cashier's Checks or Money Orders at your convenience.
If you are currently on the automatic debit program and would like to begin using ePay, you MUST submit an automatic debit temination form (which can be found on our website). The termination form must be received by our office at least 5 business days prior to the date of your next scheduled automatic debit payment. Simply registering for ePay will NOT stop your automatic debit payment from being withdrawn from your bank account.
If you are currently on the automatic debit program and would like to begin using ePay, you MUST submit an automatic debit temination form (which can be found on our website). The termination form must be received by our office at least 5 business days prior to the date of your next scheduled automatic debit payment. Simply registering for ePay will NOT stop your automatic debit payment from being withdrawn from your bank account.
