Find quick solutions to common inquiries regarding daily processing times, advance notification compliance, duplicate payment protections, and handling transaction declines.

What exact time does AutoPay execute each day?

The core automated billing engine begins processing daily transactions across our entire client base at 7:00 AM CST. Depending on the aggregate market transaction volume for that specific calendar day, the complete batch execution cycle may take several hours to fully conclude.

When are AutoPay Pre-Notifications dispatched, and can customers turn them off?

AutoPay advance pre-notifications are sent automatically every morning at 9:00 AM CST. These notices serve as a critical compliance guardrail to ensure payers have adequate time to verify their account balances or contact your office before funds are pulled. Because these are mandatory financial billing alerts, payers do not have an option to disable or unsubscribe from email notifications.

Who receives a Pre-Notification email, and can we adjust the delivery timeline?

By default, the platform scans your invoice ledgers and dispatches an automated pre-notification email to any enrolled payer who has an invoice due exactly 2 days from today. 

The email outlines the specific open invoices and alerts them that the balances will be collected automatically. While 2 days is the standard platform baseline, this lead window can be adjusted to your operational preference, to customize please reach out to your Account Manager or our Support Team. 

Will an AutoPay client continue to receive our general invoice email reminders?

No. Enrolled AutoPay customers do not receive the standard invoice notifications on the cadences configured within your general invoice notification settings.

Standard notifications are designed to prompt manual user intervention, whereas AutoPay is an automatic process. 

Instead, they receive the specialized AutoPay Pre-Notifications, which let them know an automatic pull is imminent.

How does the system prevent accidental duplicate charges?

Before finalizing an automated pull against an outstanding ledger item, the platform executes a defensive scan to check if a successful payment has already been recorded against that specific Invoice ID.

The time frame for this defensive scan depends on the status of the invoice:

• Invoices processed ON their Due Date: The system looks back 7 days to check for any recent successful payments. This provides a vital buffer for scenarios where integrated accounts are slow to record manual cash receipts.
• Invoices processed PAST their Due Date: The system scans the entire history of the Invoice ID with no date filter constraint. (As a reminder, AutoPay only evaluates and processes past-due invoices from the last 90 days or your AutoPay creation date—whichever window is closer to the current run date).

If a matching payment entry is found in either scenario, AutoPay automatically skips the transaction to ensure the payer is never double-charged.

If an invoice is skipped due to duplicate detection, is the payer notified?

Yes. The platform dispatches an email alerting the payer that the automated charge was safely skipped to prevent duplication. 

To ensure they can still settle outstanding balances easily if the previous payment was an error, the email includes a pre-filled, direct Payment Page link that they can use to manually review or apply funds.

What operational issues could cause an individual payment to be skipped?

An individual transaction within an active series can be missed or skipped due to the following events:

• Your invoice integration encounters a temporary external error and fails to return active records.
• The payer's designated debit or credit card is declined.
• The payer's ledger balance is negative (meaning total credits outweigh the due invoices, and "Hide Credits" is turned off).
• The total invoice amount exceeds the maximum single ACH or Credit Card limits established on the account profile.
• A duplicate payment was successfully recorded against that specific Invoice ID within the preceding 7 days.

What bank conditions will cause an entire AutoPay Series to permanently cancel?

ePayPolicy will automatically deactivate a payer's overall AutoPay Series if their payment method is flagged as completely invalid or unauthorized.

• Credit Cards: Deactivation triggers instantly if our payment processor returns a critical error regarding card validity (such as an expired card, an invalid account number, or hard processor declines).
• ACH Banking: Deactivation triggers if an ACH Return occurs (such as an unauthorized account flag or a Non-Sufficient Funds / NSF return) or if a formal Notification of Change (NOC) error is issued by the bank.

To resume automatic monthly billing after a series deactivation, the payer does not need to go through the enrollment process again. They only need to update the payment method for their existing AutoPay.

The payer must update this information themselves using one of the following methods:

• If they have an account: Log in and update their payment method on the Scheduled Payment page.
• If they do not have an account: Click the "Manage My AutoPay" link found in the confirmation email they received when they originally subscribed.

Are payers and administrators notified if a payment fails or a series is cancelled?

Yes. Upon an automated payment failure, the system delivers an email notification to the payer detailing the exact reason for the decline, accompanied by a clear call to action to update their payment information and re-establish billing.

If an entire automated schedule is cancelled by a user or by a system deactivation filter, real-time alerts are instantly dispatched to the payer, ePayPolicy, and your dashboard administrators who are actively opted into Payments Notifications.

Does a customer need to log into an ePayPolicy account for an AutoPay charge to complete?

No, payers do not need to be signed into a portal for their automated transactions to process successfully. 

For unauthenticated or guest users, their standard AutoPay confirmation emails include direct links back to their secure, scheduled payment summaries, where they can choose to register or link details to a permanent profile if they desire.

Who holds the administrative authority to manually cancel an active AutoPay series?

Beyond the payer initiating a cancellation from their personal portal interface, your dashboard administrators can manually cancel an active series from the backend management interface, provided they hold active "Can Manage AutoPay" user permissions.

How does AutoPay handle mid-term policy endorsements issued close to their due date?

How the system processes a mid-term policy endorsement depends on when the invoice is generated relative to its due date.

Scenario 1: Invoice generated BEFORE the due date (inside the pre-notification window)

If an invoice is generated close to its due date—falling directly inside your account's chosen pre-notification lead window (for example, generated 2 days before its due date, but your account requires a 5-day pre-notification)—the platform auto-adjusts as follows:

• The Notification: The system will skip sending the standard pre-notification email, as the lead time has already passed.
• The Payment: The automation core remains locked in and will automatically process and pull the payment on the actual due date of the endorsement.

Scenario 2: Invoice generated ON or AFTER the due date

If a new endorsement invoice is generated on its exact due date or with a due date already in the past, it will miss the current day's automated window because AutoPay executes daily at 7:00 AM.

With past-due invoices enabled, the platform adjusts as follows:

• The Processing Lineup: AutoPay will automatically detect the open invoice and pick it up for processing during the very next morning's 7:00 AM daily run.
• The Notification: Because the due date has already arrived or passed, the standard advance pre-notification window is bypassed to ensure the outstanding balance is settled without delay. 

Why wasn't a newly generated invoice captured by an active AutoPay profile?

This behavior is almost always caused by a data mismatch between the incoming invoice ledger from your management system and the original parameters used during enrollment.

For an automated charge to trigger, the incoming invoice must precisely match the exact Account Number and Zip Code (or other unique identifiers) configured when the AutoPay schedule was first established. If the invoice contains a different account string or location identifier, the system treats it as a separate entity and will skip applying your customer's existing AutoPay rules to it.