OVERVIEW LOGIN FIRST-TIME USERS SET UP AN AUTHORIZED PAYER FAQs TROUBLESHOOTING NOTIFICATIONS
Troubleshooting
- I can't get in to CUBill&Pay?
- My login name and/or password doesn't work.
- I paid my student's bill but cannot see the payment on the "Payment History" page in CUBill&Pay.
- I am on the "View Accounts" page, but I don't see a bill.
- The balance on my account doesn't match the balance on CUBill&Pay.
- If you are still experiencing problems with CUBill&Pay, please review the following items before contacting our office.
1. I can't get in to CUBill&Pay?
Your software might not meet minimum browser requirements in order to work properly. The CUBill&Pay system requires the use of Microsoft Internet Explorer 5.0 or higher, Netscape Navigator 6.0 or higher, or Mozilla Firefox that support JavaScript, Cascading Style Sheets (CSS), Cookies, and Secure Socket Layer (SSL) which assures your online security. If you are experiencing problems with the system and do not have the minimum required browser version, please upgrade to a supported browser and attempt your transaction again before contacting the Bursar's Office.
2. My login name and/or password doesn't work.
This could be a couple things:
1) Make sure that both your login name and password are correct. Both logins and passwords are case-sensitive, so double check to make sure you typed them in correctly. If you forgot either of these you can refer back to the e-mail that was originally sent to you with your login name or check with your student. The password is something you must get from your student because it is not stored in CUBill&Pay. Your student can create a new password if need be. PLEASE NOTE: The bursar staff does not have access to this information nor can they reset your password. All steps must be completed by the student.
2) If you are a parent or authorized payer, make sure you are logging into CUBill&Pay, not CUConnect.
3. I paid my student's bill but cannot see the payment on the "Payment History" page in CUBill&Pay.
Authorized payers can only view the payments he/she made while logged in as themselves. They will not be able to see any payments that have been made by another authorized payer or the student. Also, if an authorized payer makes a payment under their student's login, they will be unable to see that payment; however, students will be able to to see all payments that were made on his/her behalf. Make sure you are using your own login to avoid any confusion.
4. I am on the "View Accounts" page, but I don't see a bill.
If the student does not have an electronic bill on CUBill&Pay, you (student or authorized payer) will receive a page displaying the following message:
"If you are viewing this page, you do not have an e-bill in the CUBill&Pay system. If you have a balance on your account, an e-bill will be generated on the next bill date. Billing dates are available on the Bursar's Office website."
Students can check their current balance on CUConnect under the financial tab. Billing statements only reflect the balance of the account as of the statement date listed on the bill.
(Note: Authorized payers do not have access to the CUConnect website. This information is protected under federal privacy regulations.)
5. The balance on my account doesn't match the balance on CUBill&Pay.
CUBill&Pay provides monthly statements. Any transactions that have occurred since your last account statement was issued will reflect on next month's statement. For a current balance, students can check CUConnect which has updated balances and bill detail. Parents and authorized payers can call the Bursar's Office. See bottom of this page to contact us.
6. If you are still experiencing problems with CUBill&Pay, please review the following items before contacting our office
Have the answers to these questions before you contact us so we can identify the problem and assist you quickly :
- What is your browser version?
- What specific page or link are you trying to connect to?
- What were you trying to do on the page?
- What error did you receive? Please provide the exact error message text to staff when you call.
- What information did you enter on the page when you received the error?
Thank you.
