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Troubleshooting
- I'm an authorized payer and I can't get in to CUBill&Pay
- 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.
- I am a student and I can't find Boulder Main Campus or Bursar Billing on the financial tab.
- If you are still experiencing problems with CUBill&Pay, please review the following items before contacting our office.
1. I'm an authorized payer and I can't get in to CUBill&Pay
First, both your login name and password are case sensitive, so double check to make sure your student gave you the exact information and make sure you type them in correctly. Passwords need to be at least eight characters long and contain a minimum of two letters and two numbers.
If you forgot your login name or password, go to CUBill&Pay and follow the instructions under "Forgot Login Name"or "Forgot Password".
Second, if you are a parent or other authorized payer, make sure you are logging into CUBill&Pay, not CUConnect.
Third, some authorized payers are mistakenly given their student's Identikey. Make sure you are not using your student's Identikey.
Lastly, 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 ensures 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. 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 under "View Payments" that he/she made online. They will not be able to see any payments that have been made by another authorized payer, by the student or any payment received by mail or in person.
However, all payments will be on the following month's official tuition statement except at semester's end.
Students are able to to see all payments that were made on his/her behalf.
3. 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.)
4. 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.
5. I am a student and I can't find Boulder Main Campus or Bursar Billing on the financial tab.
First make sure you're logging in to CUConnect. Here's a link to get you there.
After you log in to CUConnect, you will see horizontal tabs. Click on "Financial." Then you should see a heading "Bursar Billing". Under that heading, you should see another heading that says "Boulder Main Campus." If you do not see the "Bursar Billing" heading, follow these steps:
- Click on "Make Changes" near the upper right corner of your screen.
- Under Content, click on Add Channel.
- In the Category box, select Financial.
- In the Portlet box, select Bursar Billing.
- Click on "Add to my page." Now the Bursar Billing heading should be visible, with Boulder Main Campus directly under it.
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.
| General Info | Login | First-time Users | Set Up An Authorized Payer | FAQs | Troubleshooting | Notifications |
|---|
