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ACH Debit
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Registering and Scheduling a Bank Draft
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What should I do to have child support payments automatically withdrawn from my bank account?
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Click Employer on this web site, register an account, and schedule a payment.
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What information is required to register an account on the web site?
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- Employer name
- Contact name
- Telephone number
- Valid e-mail address
- Bank information: bank name, routing number, account number, type of account; checking or savings
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Can I schedule more than one payment, for example, a payment on the 15th of
the month, as well as one on the 30th?
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Yes, however, you will need to schedule each payment separately.
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Can I have more than one bank account authorized for a payment?
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No, you can only authorize one bank account for a payment.
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What day will funds be withdrawn from my bank account?
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Funds will be withdrawn on the scheduled payment date. If that date falls on a Saturday,
Sunday, or bank holiday the funds will be withdrawn the next business day.
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How long will it take for Child Support Enforcement to receive a child support
payment once it is withdrawn from my bank account?
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The payment will be processed on the scheduled date unless there are technical difficulties.
Your employees will receive credit for the payment on the same date.
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What happens if my payment is scheduled for a weekend or a holiday?
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If a withdrawal falls on a Saturday, Sunday, or bank holiday, the funds will be withdrawn
the next business day. Your employees will receive credit for the payment on the same date.
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What is the earliest date that I can schedule a payment?
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Your payment start 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 on Monday the 1st, you must set your
payment start date no earlier than Tuesday the 9th.
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I entered a start date and the web site calculated a different date for my first payment.
What am I doing wrong?
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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) period.
Example: Today is January 26 (Monday) and you entered January 30 (Friday) as your payment
start date. The web site calculates the start date as February 3, taking the five business day
verification period into consideration; January 27 - February 2
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Verification (Prenote) Period
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What happens after I register an account and schedule a payment?
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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 payment will be withdrawn as scheduled.
If the prenote is unsuccessful, you will be notified by e-mail and no payment will be processed.
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Why would a prenote be returned as unsuccessful?
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Most prenotes are returned as unsuccessful when the bank account information was entered incorrectly.
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I received an e-mail that the prenote was unsuccessful. What should I do?
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Edit your bank account information on 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.
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Editing or Changing an Account
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I changed my bank account. What should I do?
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Submit your new bank account information when you schedule your next payment. A prenote will be sent
to verify the new bank account information. If your payment is due before the end of the five
business day verification (prenote) period, you will need to mail your employees’ withholdings to the
North Carolina Centralized Collections Operation in order to avoid delinquency on their child support
accounts.
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I authorized a bank draft and now I want to cancel it. What should I do?
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Cancel your payment on this web site. You must allow two business days prior to the payment's scheduled
date to cancel your payment.
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Unavailable Funds
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What if my bank account does not have sufficient funds to cover a payment?
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You must cancel your payment at least two business days prior to its scheduled date. You can cancel your
payment on this web site.
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What if I fail to cancel the payment two business days prior to its scheduled date and there are
insufficient funds in my account?
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Your account will be placed on hold and your automatic withdrawal will be cancelled. You will be required
to remit all future payments with a guaranteed payment instrument such as a money order, cashier's check,
or certified check.
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Why is my account on hold?
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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,
or certified check.
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Credit Card FAQs
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What credit cards do you accept?
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You may use your Mastercard®, Visa®, Discover Card®, American Express®, JCB®, or Maestro® to make a child support payment.
If you have your credit/ debit card linked to an e-wallet account such as Apple Pay, Google Pay, PayPal, or Venmo
you can make your payment using these alternate payment options.
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What browsers do you support for e-wallet payments?
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Apple Pay payments must be made with an Apple device. Google Pay and PayPal payments may be made with any
browser. You must use Safari (iOS) or Chrome (Android) when making a payment through Venmo.
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What information is required to make a credit card payment?
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The following information is required to make a credit card
payment:
• Non-custodial parent's first and last name.
• Non-custodial parent's social security number.
• Non-custodial parent's Master Participant Index (MPI) number, a number that is unique to each participant in a child support case.
• Credit card holder's name.
• Credit card holder's billing address.
• Credit card holder's telephone number.
• 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.
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What should I do if I don't have an e-mail address?
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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."
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Can I make a credit card payment by phone?
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Yes, you can make a non-recurring payment by calling 1-855-702-2268.
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Is there a minimum payment requirement?
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Yes, there is a minimum payment requirement of $1.00.
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What is the maximum payment that I can make?
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The maximum payment that you can make in one transaction is $9,999.99; assuming that your card has that amount of credit
available. Multiple transactions can be made in one day as long as each transaction does not exceed $9,999.99, and the
appropriate amount of credit is available.
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What is the purpose of the service fee?
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The credit card service fee is allowed under the provisions of North Carolina G.S. 147-86.22 and in accordance with the
Department of Health and Human Services' (DHHS) Cash Management Plan. DHHS charges the fee in order to offer the public
the convenience of using this easy payment method. Without the service fee, the cost of providing this service would be
prohibitive.
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How much is the service fee?
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The service fee for using this service is 2.50% of the amount of the primary child support payment.
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Will the service fee be applied to my child support obligation?
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The service fee is separate from your child support obligation and is not applied to it.
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When will my credit card be charged for my child support payment?
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Your credit card is charged at the time you submit the transaction, and your credit card company authorizes it.
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When will my payment be applied to my employee’s child support account?
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Your payment will be applied within two to three business days from the day it was made on the web site.
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Can I make a payment for a non-custodial parent with my credit card?
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Yes, you can use your credit card to make a payment for a non-custodial parent; however, you will need their first and
last name, social security number, and MPI number.
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What is the CVV2/ CVC2 3 or 4-digit security code and where do I find it?
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The CVV2/ CVC2 3 or 4-digit security code is an added security measure. It is used to establish that you are in possession
of the credit 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.
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My credit card transaction was declined, what should I do?
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You will need to contact your credit card company to determine why
the payment was not authorized. It could have been declined for one of the
following reasons:
• The credit 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 card payments with a foreign address.
• There is insufficient credit available for the payment amount.
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General FAQs
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Are employers required to send child support payments electronically?
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Employers are not required to remit payments electronically. However, by submitting electronically,
employers can reduce their cost for submitting child support payments.
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I tried to register my employer on the web site, but my company name could not be located.
What should I do?
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Contact the North Carolina Centralized Collections Operation at 1-877-280-3675.
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Password
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I am having trouble creating a password.
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Your password must consist of at least two numbers and six letters, and not exceed 12 characters in
length. In addition, it cannot contain any special characters. For example, question marks, number
signs, periods.
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Can my password be the same as my user ID?
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No, it must be different from your user ID.
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Does my password ever expire?
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No, your password does not expire.
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I forgot my password. What should I do?
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On the login page, click "Forgot your password?", enter the required information, and create a new password.
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If I forget my password and change it but remember it later and want to change it back to the
original password can I?
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Yes, you can.
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Technical Issues
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It appears there is a problem with the web site. What should I do?
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Contact the North Carolina Centralized Collections Operation at 1-877-280-3675 and report the problem.
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Unauthorized Access of an Account
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I believe someone has access to my user ID and password. What should I do?
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Change your user ID and password at this web site.
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Money has been withdrawn from my account without my permission. What should I do?
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Contact the North Carolina Centralized Collections Operation at 1-877-280-3675 immediately. You will be
asked to submit your claim in writing.
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Contact Information
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Child Support Customer Service
North Carolina Centralized Collections Operation: 1-877-280-3675
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