| Can I schedule more than
one payment, for example, a payment on the 20th of the month, as
well as a payment every two weeks on Friday?
|
Yes, however, you will need to schedule each payment separately. |
| What day will funds
be withdrawn from my bank account?
|
Funds will
be withdrawn on the scheduled payment date. If the scheduled draft
falls on a Saturday, Sunday, or bank holiday the
funds will be withdrawn the next business day. |
| How long will it take
for the Child Support Administration to receive a payment once it is
withdrawn from my bank account?
|
You will receive credit for the payment on the
same date that it is scheduled to be withdrawn from your
bank account. |
| What happens if my
payment is scheduled for a weekend or a holiday?
|
If a withdrawal falls on a
Saturday, Sunday, or bank holiday, it will occur on the following business day. Your
child support account will be credited the day the funds are
withdrawn from your bank account. |
| When may I schedule a
payment?
|
A payment must be scheduled at least two business days
prior to its due date, assuming that your bank account information
has been previously verified (prenote). |
| What is the earliest
date that I can select for my first payment date?
|
Your first payment date must be at least five business days from the date you register your account. This will allow sufficient time for your bank account information to be verified (prenote). If your account has been previously verified then the payment must be scheduled at least two business days prior to its due date.
Example:
If you register your account and establish a payment schedule on
Monday the 1st, you must set your first payment date no
earlier than Monday the 8th. |
| I entered a start date and the web site calculated a
different date for my first payment. What am I doing wrong? |
If you entered a start date that is less than five business days
from today's date, your date will be automatically adjusted to include the five
business day verification (prenote) process.
Example: Today is January 26 (Monday) and a payment frequency of
semi-monthly (15th and 30th) is selected. Friday the 30th is entered as the
first payment date. The first payment date is set to February 16.
The 16th is determined by calculating five business days (January 27 - February
2), and then determining if the 15th is a business day. Since the 15th is on a
Sunday your first payment date is set to the 16th. |
Questions About the Verification (Prenote) Period |
| What happens after I
register an account and establish a payment schedule at the web
site?
|
If your bank account information has not been previously verified, it will be submitted to your bank for verification (prenote). If the prenote is successful, your payments will be withdrawn as scheduled. If the prenote is unsuccessful, you will be notified by e-mail and no payment will be processed. |
| Why would a prenote be
returned as unsuccessful?
|
Most prenotes are returned as unsuccessful when the bank account information
was entered incorrectly. |
| I received an e-mail
that the prenote was unsuccessful. What do I do now?
|
Edit your bank account information through this web site and reschedule your payment. The prenote will be resubmitted. You may want to contact your bank if you need assistance identifying the routing and account numbers. |
Questions About Editing or Changing an Account |
| How do I make a change
to my account?
|
Make your changes through this web site. |
| I have changed my bank
account, what do I need to do?
|
Edit your bank account information through this web site. A
prenote will be sent to verify the new bank account information. In
addition you will need to establish a new payment schedule since any
existing payment schedule(s) will be cancelled when you edit your
bank account information.
If a child support payment is due before
the end of the five business day verification (prenote) period,
you will need to mail your payment in
order to avoid delinquency. |
| How do I reactivate a
bank draft that I previously cancelled?
|
Establish another payment schedule through this web site. |
| I authorized a bank
draft and now I want to change it. What do I need to do?
|
Change or cancel your payment through this web site.
You must allow two business days prior to the payment's scheduled date
to make your changes. |
Questions About Unavailable Funds |
| What if my bank account
does not have sufficient funds to cover a payment?
|
You must cancel your payment at least two business
days prior to its scheduled date. Change or cancel your payment through this web
site. |
| What if I fail to cancel
the payment two business days prior to its scheduled date and there
are insufficient funds in my account?
|
Your account will be placed on hold and your automatic withdrawal will be cancelled. You will then be required to remit all future payments by a guaranteed payment instrument such as a money order, cashier's check, certified check, or credit card. |
| Why is my account on
hold? |
We attempted to withdraw the funds from your bank account and they were not available. You will be required to remit all future payments by a guaranteed instrument such as a money order, cashier's check, certified check, or credit card. |
Credit/ Debit Card Payments |
| What credit/ debit cards do you accept?
|
You may use your Mastercard®, Visa®, Discover Card®, American Express®, JCB®, or Maestro® to make a child support payment.
|
| What information is required to make a credit/ debit card payment?
|
The following information is required to make a credit/ debit card payment:
• Non-custodial parent's first and last name.
• Non-custodial parent's social security number.
• Non-custodial parent's Case number.
• Credit card holder's name.
• Credit card holder’s telephone number.
• Credit card holder's billing address.
• Valid e-mail address.
• Mastercard®, Visa®, Discover Card®, American Express®, JCB®, or Maestro® credit card number and expiration date and CVV2/ CVC2 3 or 4-digit security code.
|
| What should I do if I don't have an e-mail address?
|
A valid e-mail address is required in order for us to communicate with you electronically. If you do not have an e-mail address we cannot send you information such as a confirmation of your transactions. Free e-mail accounts are available on the Internet. To locate one, use any search engine and search for "free e-mail."
|
| How can I obtain my Case number?
|
Your Case number is located on your payor coupons, child support court order, and other documents related to your child support order. You may also contact your local child support office for this information.
|
| Can I make a credit/ debit card payment if I am under an Order for Income Withholding?
|
Yes, but income withholding will remain in effect and will not be terminated.
|
| Can I make a credit card payment by phone?
|
Yes, you can make a non-recurring payment by calling 1-844-324-3855.
|
| Is there a minimum payment requirement?
|
Yes, there is a minimum payment requirement of $1.00.
|
| What is the maximum payment that I can make?
|
The maximum payment that you can make in one transaction is $9,999.99; assuming your card has that amount of credit available. Multiple transactions can be made in one day if each transaction does not exceed $9,999.99, and the appropriate amount of credit is available.
|
| What is the purpose of the service fee?
|
The service fee covers the cost of providing credit/ debit card services.
|
| How much is the service fee?
|
The service fee for using this service is 2.5% of the base payment amount.
|
| Will the service fee be applied to my child support obligation?
|
The service fee is separate from your child support obligation and is not applied to it.
|
| When will my credit/ debit card be charged for my child support payment?
|
Your credit/ debit card is charged at the time you submit the transaction, and your credit/ debit card company authorizes it.
|
| When will my payment be applied to my child support account?
|
Your payment will be applied within two to three business days from the day it was made on the web site.
|
| Can I make a payment for a non-custodial parent with my credit/ debit card?
|
Yes, you can use your credit/ debit card to make a payment for a non-custodial parent; however, you will need their first and last name, social security number, and case number.
|
| What is the CVV2/ CVC2 3-digit security code and where do I find it?
|
The CVV2/ CVC2 3-digit security code is an added security measure. It is used to establish that you are in possession of the credit/ debit card. Discover, Mastercard, Visa, and JCB print a 3-digit code on the back of the card. Maestro uses the last 3 digits of the card number as the security code. American Express prints a 4-digit code on the front of the card.
|
| My credit/ debit card transaction was declined, what should I do?
|
You will need to contact your credit/ debit card company to determine why the payment was not authorized. It could have been declined for one of the following reasons:
• The credit/ debit card number and/ or CVV2/ CVC2 security code was incorrectly entered.
• There is a discrepancy between the address you entered and the billing address that is on file with the card-issuing bank. You must enter the billing address that appears on your credit card statement.
• A foreign address (a country other than the US) was entered. The web site is unable to process credit/ debit card payments with a foreign address.
• There is insufficient credit available for the payment amount.
|
| How do I obtain a refund on a credit/ debit card payment made through this website?
|
You will need to contact Maryland’s State Disbursement Unit at 1-855-853-8289. |
Questions About Security |
| I am having trouble
creating a User ID or password.
|
Your User ID and password must
each consist of at least two
numbers, six letters, and not exceed 12 characters in
length. In addition, they cannot contain any special characters. For example, question
marks, number signs, periods. |
| Can my password be the
same as my User ID?
|
No, it must be different from your User ID. |
| Does my password ever
expire? |
No, your password does not
expire. |
| I forgot my password.
What do I need to do? |
On the login page, click "Forgot your password?", enter the required information, and create a new password. |
| If I forget my password
and change it but remember it later and want to change it back to
the original password can I?
|
Yes, you
can. |
| I tried to register an
account on the web site and received the message "user not found."
What should I do now?
|
Contact Customer Service at 1-855-853-8289 and verify that your name, address, and social security number are correct in the child support system. |
Questions about Technical Issues |
| If it appears there is a
problem with the web site. What do I need to do?
|
Contact Customer Service at 1-855-853-8289 to report the problem. |
Unauthorized Access of an Account |
| I believe someone has
access to my web site User ID and password. What do I need to
do?
|
Change your user ID and password through this website. |
| Money has been withdrawn
from my account without my permission. What should I do?
|
Contact Customer Service at 1-855-853-8289 immediately. You will be asked to submit your claim in writing. |
Contact Information |
|
|
Maryland State Disbursement Unit
PO Box 17396
Baltimore, MD 21297-1396
Customer Service telephone (for bank draft inquiries only): 1-855-853-8289
Fax: 1-844-324-3857
Note: All questions related to a child support case should be directed to your local child support office.
|
