Category: Bill Pay

BILLPAY PORTAL UPDATES: FASTER PAYMENTS, SIMPLER EXPERIENCE

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NEW FEATURE / IMPROVEMENTS: 

We are excited to introduce new features and improvements that make the BillPay portal faster, easier, and more intuitive. These updates streamline the payment process, reduce steps, and improve the overall user experience.

FEATURE OVERVIEW:

  • Smarter, faster payments: Guest and registered users can now complete payments more quickly with auto-populated billing information.
  • One-click checkout: If only one bill is found, it is automatically added to the cart, eliminating extra steps.
  • Guest Pay enhancements: A redesigned search results page provides instant confirmation messages and a clear count of bills in the cart.

Smart Auto-Populate for Checkout

The checkout process now includes an auto-populated feature to help customers pay faster. The system now intelligently pre-fills their billing information.

  • Guest users: The system automatically fills in name, address, and postal code based on bill details.
  • Registered users: The system also auto-fills email and phone number from the user’s portal profile.
  • Intelligent logic: The system manages multiple bills and minor variations (such as capitalization) seamlessly. Users can edit information at any time.

Single-Bill Auto-Add to Cart

When a payer searches for a bill and only one standard bill is found, the system now automatically adds it to the cart. This eliminates extra clicks and speeds up checkout.

Note: This feature applies only to single, standard bills. It does not apply to multiple bills, grouped bills, PDF views, or cases that require specific payment calculations.

The bill search results page has been redesigned for better clarity and efficiency.

  • Cart bill count: Displays a real-time count of bills in the cart.
  • Instant confirmation: Provides clear messages when bills are added or removed.
  • Improved navigation: The Modify Search button is now Search more bills, making it clearer that users can add multiple bills to a single checkout.

BILLPAY PAYMENT PORTAL FEATURE ENHANCEMENTS

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NEW FEATURE / IMPROVEMENTS:

 

BillPay Terms of Use (TOU) Updated to Include CSG Forte’s Error Resolution Practices

We are pleased to announce an important update to the Terms of Use (TOU) within the BillPay portal. This enhancement is designed to provide greater clarity and transparency for all users during payment processes.

Business Impact and Benefits:

The updated Terms of Use now explicitly include information about CSG Forte’s Error Resolution Practices. This update offers the following benefits:

  • Increased Transparency: Users are now clearly informed payment error handling, at crucial steps in their registration and payment journeys. This aims to build trust and reduce potential confusion.
  • Enhanced Compliance: This update ensures comprehensive legal transparency, supporting regulatory compliance standards for payment processing.

Feature Overview

This revised Terms of Use information is seamlessly integrated and presented in the following key user flows:

  • Terms of Use during the payment process
  • Terms of Use when creating a new portal account
  • Terms of Use in Schedule Payment Flow
  • Terms of Use in AutoPay Flow

This update reflects our ongoing commitment to providing a secure, transparent, and user-friendly BillPay experience.

 

Real-Time Payment Updates When Your Payors Complete a Scheduled Payment

We have enhanced the Payment Portal to display real-time updates when your payors complete a scheduled payment.

Business Impact and Benefits:

When a payor sets up and processes a scheduled payment, the outstanding balance is now updated instantly in the Payment Portal.

Feature Overview:

This improvement ensures that payors always see their most current outstanding balance, which:

  • Reduces the incidence of duplicate payments
  • Minimizes payment-related support queries for your team
  • Diminishes reconciliation efforts for your accounting departments
  • Fosters enhanced financial accuracy for your business
  • Contributes to improved payor satisfaction and trust, strengthening your relationships with your customers.

This feature is part of our continued efforts to deliver a transparent and dependable payment experience.

 

Enhanced AutoPay Management and More Options for You and Your Payors

We have introduced new AutoPay enhancements to give you and your payors greater control and convenience within the BillPay Portal.

Feature Overview:

  • Direct AutoPay Control: Merchant Admins can now disable AutoPay directly from Dex, allowing quick adjustments to active enrollments based on customer needs, enhancing your operational efficiency and responsiveness.
  • Expanded Payment Options: A new option, ‘Due Amount Plus Other Amount’, is now available. This allows customers to pay more than their minimum due amount, enabling faster collections and personalized payment strategies.
    • To activate this new AutoPay option, please reach out to your Account Manager or submit a support ticket.

PAYOR FEEDBACK SURVEY NOW AVAILABLE ON YOUR PAYMENT PORTAL

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The new Payor Feedback Survey is now live on the BillPay Payment Portal, enabling structured feedback collection directly from users.

NEW FEATURE / IMPROVEMENTS: 

PAYOR FEEDBACK SURVEY ON YOUR PAYMENT PORTAL

This intuitive feedback form enables payors to easily rate their payment experience and provide optional, open-ended feedback immediately after completing a transaction. The collected data will be instrumental in identifying areas for improvement within the payment process, enabling us to continuously optimize the experience for all users.

Key Benefits:

  • Streamlined Payments: Facilitate a smoother and more efficient payment process by identifying and addressing friction points based on direct payor feedback.
  • Improved Customer Retention: Enhance the overall payment experience, contributing to increased customer satisfaction and repeat business.

This feature is automatically enabled and requires no action from your side. We are committed to continuously evolving our platform to meet your and your customers’ needs.

 

BILLPAY PORTAL IS INTRODUCING MULTI-FACTOR AUTHENTICATION AND ENHANCING ITS PASSWORD POLICY

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BillPay Portal is introducing Multi-Factor Authentication (MFA) and enhancing the password policy to better protect your users’ information and keep the platform up to date with security standards.

NEW FEATURE / IMPROVEMENTS: 

New Feature: Multi-Factor Authentication (MFA) 

From now on your payers will be prompted to enroll in MFA. They can enroll their phone number to verify their identity before accessing or creating a Portal account.

MFA is optional, and your customers can skip MFA enrollment or deactivate the option whenever they want from Portal settings.

Improvement: Password Rules

CSG Forte is enhancing BillPay Portal’s password rules, allowing your Portal to remain PCI-compliant. Changes involved:

  • Password length – Passwords length is updated from 8 to 14 characters
  • Users will be prompted to change their password every 60 days
  • Last 5 Passwords will not be allowed to be repeated as a new password

Improvement: Others – Text-to-Pay option on BillPay Portal Homepage

If you’ve signed up for Text to Pay, your users will see an option on the BillPay Portal homepage to subscribe and receive payment reminders you’ve set up on Dex.

ENHANCED BILLPAY PORTAL HOME PAGE

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New Feature / Improvements: 

A refreshed BillPay Portal Home Page is now available for you and your customers.

NEW FEATURE / IMPROVEMENTS: 

*IMPROVEMENT* BILLPAY PORTAL home page is modernized

The revamped BillPay Portal Home Page offers a seamless and user-friendly experience across desktop and mobile platforms, ensuring a satisfying journey for all users.

What is changing?

  1. Main calls to action are highlighted: We are rearranging the content to call out main calls to action. So, your customers can clearly see the steps they need to take on the Payment Portal, which simplifies the process, increasing payment success.
  2. Look and feel is now updated: We’re keeping key elements, enhancing accessibility, modernizing the page, and including major improvements for mobile devices (fewer steps and clear interphase), which aids in improving the overall user experience. Please note that most Home Page elements follow your current Portal’s setup.
  3. Portal features are customized based on your choices: This means the new Home Page changes based on your Portal Mode.

So, if you support Pay Now only, search fields are now embedded on the Home Page. Hence, your customers can promptly search for their bills and pay them easily.

And if you are supporting both options, you can choose to highlight either Pay Now or Login. In this case, the search fields are now embedded on the Home Page by default. To highlight the login instead or any other request, reach out to your main Forte contact or Add a ticket to our web page using this link and include the request as ‘BillPay Portal Home Page’.

Enhanced Home Page screens:

  • Mode: Pay Now only

  • Mode: Both (Pay Now + Register)

If you allow both modes (Pay Now and Register), PayNow is the default option.

  • Mode: Register only

Detailed list of Home Page elements:

Please note that most Home Page elements follow your current Portal configuration.

Kiosk mode

BillPay enhanced registration flow

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New Feature / Improvements: 

An improved registration flow is now available for your customers in the BillPay Portal.

NEW FEATURE / IMPROVEMENTS: 

 *IMPROVEMENT* BILLPAY PORTAL REGISTRATION Gets a New Look

We are enhancing the user experience to help your customers with an easier registration process for a new user account.

  • A mobile-friendly experience.
  • A cleaner look and feel.
  • Same functionality.

.
Enhanced Registration Process Screens:

    1. Search for billing account(s)if you follow the search with optional fields only:

      or
      if you ask for required fields:

    2. Select billing account(s)

    3. Create a user account:

    4. Verify email:

    5. Land on the BillPay portal dashboard:

BillPay account balance notification

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New Feature / Improvements: 

A new email notification is available for your customers to subscribe to in the BillPay Portal.

Let us look into this new feature in detail in the following section.

NEW FEATURE / IMPROVEMENTS: 

*NEW* account balance email notification

Registered customers can opt-in to receive email notifications whenever there is an update to their account balance, helping them to stay informed about any changes in their bill amount. This notification is received when an update is made to the account balance.

No default selection is made for the notification, so the user has the option to opt-in to any notification they want to receive.

How to enable it? Registered users should log in to their account, go to Settings > Notifications > Account (Billing)
They should turn on the toggle for “Get notified when an update is made to the account balance”.

New notification screenshot: