ePay

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Questions? Send an email to epayquestions@gmail.com.

Frequently Asked Questions
  1. Will I receive an email after submitting my registration?
    Yes. An email confirming your new Online Payment Account will be sent by our bank.
  2. Do I have to use the Online Payment System?
    No. You can continue to send us a Cashier's Check or Money Order to PO Box 1745 Memphis, TN 38101-1745. Remember to clearly print your name and case number on the check.
  3. 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 # BKN-11-77777-BTB and Social Security # XXX-XX-1234The Online Payment ID is: 11777771234 (This is not YOUR Online Payment ID - only an example)
  4. 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.
  5. 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 User name and the system will send you a new password. Once you get that new password and enter the site, you can go to settings and change your password to one of your choice.
  6. Can I have my password reset?
    Yes. Once logged in, click on Settings to change your password.
  7. Are passwords case sensitive?
    Yes.
  8. 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. You may also wish to search the internet for websites that show where Routing and Account Numbers appear on sample check images.
  9. Do I need to input my Checking/Savings account information each time I make a payment?
    No. The Online Payment Center will store up to five different accounts and you will be able to choose one from the Previously Used dropdown menu.
  10. Can I use a debit card?
    No. You may only use a Routing and Account number from a valid Checking or Savings account.
  11. Can I make more than one payment?
    Yes. You can only make one payment while in the payment screen. Once you have completed a payment, you may go back to the beginning and submit an additional payment.
  12. How soon will the payment be taken from my account and be posted to my bankruptcy case?
    When making a payment, you are given the option of making the payment today or the next day only. It takes one business day to process the payment based on the day you choose to have the payment initiated.
  13. Will I receive a receipt upon making a payment?
    Yes. You will receive an automated email with your payment information listed in the body of the email. You can also go into your account history to view and print prior payments made via the Online Payment System.
  14. Is there a ceiling to how much I can pay at one time?
    No. At this time, there is no limit to the amount you can pay at one time. This is subject to change. If you are sending a large payment that represents a tax refund, insurance proceeds, or any other payment that is not a regular plan payment, please inform our office so we may process that payment properly. Please send the payment information detailing what the payment represents to epayquestions@gmail.com.
  15. 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.
  16. Can I setup automatic payments?
    No. We require each debtor to log in each month to make their monthly payment.
  17. Why are my payments held for 10 days?
    Payments are held for 10 business days to allow for potential discrepancies, give the payment the proper amount of time to clear through the banking system, and allow the Trustee to review the payment before disbursing to creditors. If your plan requires fixed monthly payments to creditors, the Trustee's office suggests that your payment be made by the 14th of the month to insure that the funds will be available for distribution in the same month.
  18. Why does the ePay system indicate that my plan payment is due on the 14th of the month?
    The purpose of this payment due date is to insure that payments received from the ePay system will be available for distribution in month that the payment is made. This date is not the same date that your plan payment is legally due. The Trustee's office processes distributions to creditors on the last business day of each month. Because funds received from the ePay system must be held for 10 days, the Trustee's office suggests that plan payments made using the ePay system be submitted on or before the 14th to insure that the funds will be available for distribution in the month received. If your Chapter 13 plan requires that certain creditors receive a fixed monthly payment, it will not be possible to make the required monthly payment if the 10 day hold period has not passed at the time the Trustee's office processes the monthly distribution to creditors.
  19. What is the $1.00 Processing Fee?
    The $1.00 Processing Fee covers our bank’s cost for providing this service.
  20. 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 or to the Trustee's office. For a full payment history, please visit the National Data Center.
  21. Why was my payment declined?
    Payments may be declined for several reasons. If you receive an email that your payment has been declined, or your payment has not been removed from your account, please contact the Trustee to help determine why the payment was not processed. It may take several days for the Trustee to receive the reason from the bank.
  22. Why is the Make a Payment screen blank?
    When cases have been Dismissed or Converted, the Online Payment System will still allow you to login, but you will not be able to make any additional payments.If your case is in the process of Vacating the Dismissal or Converting back to a Chapter 13, please send a Cashier’s Check or Money Order until your case has been made active again.
  23. Why is my account locked?
    Accounts can be locked temporarily or permanently. Accounts are temporarily locked due to three incorrect attempts at logging in. If your account has been locked because of an incorrect username or password, the system will reset the account after three hours or contact the Trustee to manually unlock the account.Accounts are permanently locked if there has been a non-sufficient funds payment. If you make a payment when there are not sufficient funds to cover the payment plus processing fee, the Trustee will manually lock the account and you must make further payments using Cashier’s Checks or Money Orders only. There are no second chances once a non-sufficient funds payment has been submitted and declined.