We've listed answers to frequently asked questions about QuickPay – Cleveland Clinic's new electronic billing service below. If you need more information, or an answer to a question not covered here, please contact customer service at 216/445-6249 or toll-free 866/621-6385 weekdays between 8 a.m. and 5 p.m.
Which browsers do you support?
What information do I need to set up a bill for electronic payment?
What are some examples of different types of payment settings?
How do I find my bank's routing number?
When I try to display a bill, all I see is a little symbol. What could be the problem?
What if I decide not to pay a bill online anymore?
The balance due on my bill doesn't seem to be correct. What should I do?
I'm trying to delete a payment account for a checking account that I'm closing, and the system won’t let me delete it. Why not?
Can I print a bill?
What if my payment account does not have sufficient funds to cover a payment?
What if I forget my user ID or password?
What if I change my e-mail address?
What if I change bank accounts?
Is it safe to pay bills online using your service? Can my personal information be seen by others?
Do you use cookies?
What kind of access do you have to my checking or savings account?
Which browsers do you support?
With exceptions (noted below), we support Netscape Version 6 and Internet Explorer (IE) Version 4 or higher. The versions of these browsers support "strong" encryption, allowing your information to be encoded for privacy.
Please be sure that 128-bit encryption is turned on in your browser AND Javascript is enabled. See your browser's online help for more information.
Exceptions include:
- Internet Explorer 4.5 for Macintosh. We recommend Macintosh users who wish to use IE upgrade to the most current version.
- Internet Explorer Version 4. Since 128 bit encryption was not included in all releases, we recommend IE Version 4 users upgrade to the most current version.
- Netscape Navigator and Netscape Communicator lower than Version 6. These browsers do not follow web standards for dynamic content and we recommend users upgrade to the most current version.
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What information do I need to set up a bill for electronic payment?
Before creating a new enrollment account, you will need to gather the following information:
- The account number of the bill you want to pay electronically, and the address to which the bill is sent.
- The payment account number of the checking or savings account you will use to pay your bill.
- The routing number of the institution at which you have your checking or savings account.
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What are some examples of different types of payment settings?
There are three payment settings available for online bill payment.
- Click2Pay: Allows you to make an immediate payment toward a statement. You may make a full or partial payment. Pay by credit card or by a direct debit to your checking account.
- Bill Pay Assistant: Set up to automatically pay your bills when they become due. To cover exceptions and error, you can set limits on the size of the bill that will be automatically paid. In addition, recurring payments can be set up for a fixed payment amount.
- Email Payment: Set up a payment that is triggered when you reply to a new bill email. The account is charged when your reply is received. Everything else is automatic. If you do not want to pay the full amount due, then Click2Pay is a better option.
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How do I find my bank's routing number?
The routing number is a nine-digit number that identifies the institution with which you have the account.
To find it on a check or on a savings deposit slip, look for the numbers shown below.
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When I try to display a bill, all I see is a little symbol. What could be the problem?
Your documents are stored as Adobe PDF files, and you may not have the Adobe Acrobat Reader plug-in installed on your computer.
To correct this problem, download and install the latest version of Adobe Acrobat Reader here.
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What if I decide not to pay a bill online anymore?
You are not required to pay online just because you receive a bill electronically. Simply do not make the payment online.
In the case of Bill Pay Assistant, you may stop paying online by deleting the payment rule. If you are paying by email, do not reply to the email payment order. Simply delete it.
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The balance due on my bill doesn't seem to be correct. What should I do?
Contact the customer service number listed on your bill for all questions about your account, including your balance.
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I'm trying to delete a payment account for a checking account that I'm closing, and the system won't let me delete it. Why not?
You cannot delete an active payment account. A payment account is active if it is either currently selected as the default for a bill or it is selected for paying a bill that you've approved for payment but hasn't yet been paid.
In order to delete the payment account, choose a new default payment account (wherever that account is used) and choose a new payment account (if that account is being used for any pending bills). You can then delete the payment account.
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Can I print a bill?
Yes. After displaying the bill, select the Print command from the File menu or press the "Ctrl" and "P" key simultaneously.
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What if my payment account does not have sufficient funds to cover a payment?
Any withdrawals are authorized by you and are made from the checking or savings account that you designate as the payment account.
You must provide sufficient funds to cover all payments. Please be sure the funds are available in your designated payment account BEFORE authorizing the withdrawal.
Since we have no knowledge of your account balance at any time, we cannot notify you if your payment account has insufficient funds.
Please be aware there may be additional charges for payments attempted against accounts with insufficient funds.
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What if I forget my user ID or password?
Contact customer service at the number listed on your billing statement. They will verify your identity and provide you with a new, temporary password.
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What if I change my email address?
You can make changes to your information at any time. Simply select "My Profile" from the menu to update your email address or profile information.
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What if I change bank accounts?
You can create a new payment account or change your existing payment account at any time.
Select the new payment account as your default payment account, and delete the old payment account (if you are no longer using it).
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Is it safe to pay bills online using your service? Can my personal information be seen by others?
We are committed to protecting your personal information, and we do not share your information with anyone else. View our complete privacy policy here.
Please know that whenever you are viewing or paying bills, you are using a secure connection that fully protects your information. Data you provide cannot be viewed by anyone else on the Web.
Security is maintained by industry-standard SSL (secure socket layer) encryption and decryption technology. The SSL protocol is used to ensure that your information is sent directly to us, and that only we can decode it.
Be sure you are using the correct browsers, Netscape Version 6 and Internet Explorer (IE) Version 4 or higher, which support "strong" encryption, allowing your information to be encoded for privacy and security.
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Do you use cookies?
While you are using our service, we need to store some information on your computer’s hard drive in the form of a cookie.
A cookie is a small file that a Web site puts on your hard drive so that it can retain information for later use.
For this reason, the cookie functionality must be enabled in your browser in order to use our online billing system. Please be aware that the cookie will never read information from your hard drive or copy information about other sites that you visit.
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What kind of access do you have to my checking or savings account?
We ONLY have access to your account to make payments that you have authorized.
We never access your payment account(s) without your authorization, and we never have information about your account balance.
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