About Biller Care

Biller Care is a tool that allows you to help you maintain bill, payment, customer, and account information.

To learn more about Biller Care, click any of the following links to jump to a section:

Biller Care Functions
Accessing Biller Care
Standard Page Sections
Navigating Biller Care
Changing your password
Using the Help
Troubleshooting
CheckFree Support for Biller Care

Biller Care Functions

Depending on the type of entity you represent (biller, merchant, or sponsor) and on the type of relationship the entity has with the customer, Biller Care allows you to:

With the appropriate security level, you can also research customer questions and resolve problems through the use of Biller Care's case management tools.

Accessing Biller Care

To access Biller Care, you must sign in with the user ID and password assigned to you. Entering this information ensures that unauthorized users will not be able to access either the service or confidential customer information.

Note: The first time you sign in, Biller Care requires you to change your password.

When you sign in successfully, one of the following pages appears:

This page... Appears when...
Case Search Your security assignment allows access to the Case Search page.
Customer Search Your security assignment does not allow access to the Case Search page.
Merchants List You are supporting multiple merchants.

Standard Page Sections

Most Biller Care pages contain several standard sections:

Section Location Contents
Main navigation bar Upper right-hand corner

Links to pages that help you find more information or perform specific functions:

  • Sponsor Care: Opens the Web Sponsor Care Subscriber Search page. (If you have just performed a search in Biller Care using any criteria except Business Name, Web Sponsor Care automatically performs the same search and displays the results.)
    Note    : This link only appears if you have access to information for both sponsors and merchants.
  • Merchant Directory: Opens the Merchants List page.
  • Customer Search: Opens the Customer Search page.
  • Case Search: Opens the Case Search/Results page. (This link only appears if you have the appropriate user security level.)
  • Add Enrollment: Allows you to add a new customer.
  • Logoff: Logs you off of Biller Care.
Branding area Below the main navigation bar (after you have selected a merchant from the Merchants List page) Merchant name
Customer profile Below the CheckFree logo (after you have selected a customer) Information about the current customer
Customer navigation bar Below the branding area and left of the customer profile (after you have selected a customer)

Links to additional information about the current customer:

  • Add Case: Opens the Add Case page.
  • Bank Accounts: Opens the Bank Account List page.
    Note:     This link is only available if you have a security level of 0300 or higher and when the merchant you represent and the customer you are assisting are both in CheckFree's online bill payment network.
  • Co-Subscribers: Opens the Co-Subscribers List page.
    Note    : This link is only available when the merchant you represent and the customer you are assisting are both in CheckFree's online bill payment network.
  • E-bills: Opens the E-bills List page.
    Note    : This link only appears if the selected customer is a customer of a biller that you represent, and e-bill service is active for that customer.
  • Payments: Opens the Payments Search/Results page.
  • Recurring Models: Opens the Recurring Model List page.
    Note    : This link is only available when the merchant you represent and the customer you are assisting are both in CheckFree's online bill payment network.
Page navigation bar Below the customer profile (after you have selected a customer) Links to pages that relate to the current page and to the current customer

Troubleshooting

The following table describes some situations you may encounter when signing in and some suggested resolutions:

When... You should...
You exceed the period of inactivity (10 minutes) and "time out." Sign in again and resume working.
Your password expires. Sign in, typing your current password in the Password field and your new password in the New Password and Verify Password fields.
You forget your password. Contact your system administrator.
You enter more than three incorrect passwords and are "locked out." Contact your system administrator.

 

CheckFree Support for Biller Care

To ensure that sponsors receive the proper assistance with production issues, Customer Care issues and training issues, CheckFree provides support that focuses on distinct service areas.

Type of question or
issue

CheckFree Support Area to Call

Hours and
Phone Number

  • Escalation of payment investigations (pending payments)
  • Questions about Biller Care responses (for example, "What does this case investigation note mean?")

  • Payment Posting Assistance

  • Assistance with navigating the Biller Care System

Client Contact

M-F: 8:00 am-8:00pm ET
800-278-6302 or
800-243-2508