Frequently Asked Questions
Q: Can I change my email address?
A: Yes. You can change the
email address that you use when you log into SigmaPay and that SigmaPay
uses to contact you. To change your email address, log on to SigmaPay
using your old email address. From the link menu, click Edit Profile and
then select Edit email. Follow the on-screen instructions to change your
email. See Changing Your Email ID.
Q: What if I forget my login /user name?
A: Your user name that you
originally registered with is your email address. If you forget
which email address you used when registering, you can contact the client
and they can provide you with this information.
Q: What if forgot
my password?
A: You can have a new password emailed
to you. Go to the SigmaPay login screen. In the login area
of the screen, click the Forgot your password? link. Follow the instructions
to complete the fields. A temporary password will be emailed to you.
See Replacing a Forgotten Password.
Q: How will I know
if a recurring credit card transaction fails to authorize?
A: An email notification will be sent
to your email address. This message will alert you about the failure
and will include an explanation of why the transaction failed. A representative
from your client will contact you to correct the
problem.
Q: How will I know
if I am correctly set up for recurring payments?
A: After you set up recurring payments,
SigmaPay will send you a detailed email with the schedule of payments.
If you notice any problems with the schedule, notify your client immediately.
Q: Will the status
of the contract be verified prior to initiating a recurring payment?
A: Yes. SigmaPay will verify that
your contract status is ”r;active” in the client system before making a payment. If the client has
changed your account status to ”r;inactive” or ”r;paid off,” SigmaPay
will not process the payment and will send you an email indicating
the reason for not processing the payment.
Q: Can I change
my banking information or credit card information in the sigma?
A: To change account information in
SigmaPay, you must remove the account that you want to change and
then add it again with the correct information. For detailed instructions
on removing an account, see Removing an Account.
For detailed instructions on setting up an account, see Setting Up Payment Accounts.
Q: Can I view previous
payments even if they were not processed in SigmaPay?
A: Yes. All previous payments are recorded
in SigmaPay. To see your payment history, click Payment History in
the link menu. See Viewing Payment History.
Q: Can I reprint a receipt
for transactions not processed in SigmaPay?
A: No. Ask your client to provide receipts for payments not made in SigmaPay.
Q: Can I change my mailing
address in SigmaPay?
A: Your mailing address can be changed,
but you cannot make the change. Address changes should be emailed
to the client. The client will change your mailing address in SigmaPay.
Q: Can I make payment
s against charged-off or inactive accounts?
A: No. Such payments have to be made
directly at the client.
Q: When will one-time
payments be processed in SigmaPay, and when will they reflect against
my account?
A: To
determine the cutoff time, contact the client. Payments made after
business hours will be processed the next day. For instance, if the
client’s cutoff time is 11 p.m., and you use SigmaPay to make a payment
on Thursday at 11: 05 p.m., the payment will post the next day.
Q: Is my credit card /
personal information secure?
A: Yes. This information is stored
as encrypted data in the database. All data is processed through a
secure, encrypted site.