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Travel Charge Card FAQs

The following are frequently asked questions regarding the travel charge card and using PaymentNet to manage your travel card payments.

credit card and plane tickets atop a computer keyboard.

PaymentNet Login FAQs

To log in to PaymentNet, follow the steps below:
  • Click on the following link to log in to the PaymentNet website.
  • In the Organization ID field, enter: DHHSSP2.
  • Enter your user ID.
    Your user ID will be your first initial of your first and last name and the last six digits of your card. (Example: For John Doe's card ending in 123456, his user ID would be JD123456.)
  • Enter your Pass Phrase.

*Note: First time users must click 'Forgot Your Pass Phrase?' and the system will generate a temporary password and email it to the email address provided in the application. You will be required to change your pass phrase on the first login.

If your User ID is not functioning, please verify that your Organization ID, User ID, and Pass Phrase are correct and try logging in again. If your account has been disabled, contact your agency or organization program coordinator to have your PaymentNet user access reactivated.
  • On the PaymentNet login page, select the 'Forgot your Pass Phrase' link.
  • On the Login Assistance page, enter your organization ID, user ID, and email address.
  • Click Submit. An email with a new temporary pass phrase will be sent to the email address associated with the User ID. If the email address is incorrect or does not match the email address entered on your application, please contact your agency or organization program coordinator to unlock and reset your PaymentNet account.
Special characters for pass phrases include: !, @, #, $, %, ^, &, *, +, =, -, and ?.
The duration of your pass phrase depends on your agency/organization.
  • In order to change the email address associated with your PaymentNet ID, click the 'My Profile' icon ( ). [There was broken image here.]
  • On the 'General Information' tab of the My Profile screen, you can update your email address in the 'Email Address' field.
  • Click Save.

PaymentNet Statements and Payments FAQs

To view your most recent statement:
  • Click the 'My Profile' icon ( ). [There was broken image here.]
  • On the 'My Profile' page, select the Accounts tab.
  • Click the statement icon.
  • The current billing cycle statement is displayed on the Statement Detail page.
Your statement can be delivered electronically or via the mail (paper).
  • In order to select your statement delivery options, click the 'My Profile' icon ( ). [There was broken image here.]
  • On the 'My Profile' page, select the 'Accounts' tab.
  • From the 'Statement Delivery' drop-down list, select one of the following three statement delivery options based on your preference: 'Electronic,' 'Electronic with Reminder,' or 'Mailed.'
  • Click Save.
In order to see your correct statement balance, you can either look at your paper statement or download an electronic statement. To download the electronic statement:
  • Select 'Statement' from the 'Transactions' menu.
  • On the 'Statement Detail' screen, click 'Download Statement.'
  • Enter the Password. This password is used only to download the statement and protect sensitive information.
  • Enter the password again in the 'Confirm Password' field.
  • Click OK. You will be directed to the 'Available Downloads' screen.
  • Once the status of the submitted statement is successful, click on the statement name.
  • On the 'File Download' window, click 'Open.'
  • To open the file, enter the Password and click OK. The downloaded statement will be identical to a mailed statement and displays the current amount due.
In order to make a payment using PaymentNet, your bank information must first be configured. Please see "How do I add my bank information?" to make a one-time payment:
  • Select 'Create' from the Payments menu.
  • On the Payment Detail screen, select the Account Number for which you are making the payment.
  • If more than one bank is set up, select the Bank Description from the drop-down list.
  • Enter the Payment Amount. The Payment Amount should be the amount found on your statement. To view your most recent statement, see "How do I view my correct statement balance?" entry in FAQs.
  • Enter the Payment Date (MM/DD/YYYY format).
  • Click Submit. A dialog box appears verifying the payment information.
  • Click OK to continue with the one-time payment.
Special characters for pass phrases include: !, @, #, $, %, ^, &, *, +, =, -, and ?.
In order to make a payment using PaymentNet, your bank information must first be configured. To do this:
  • Click the 'My Profile' icon ( ).
  • On the 'My Profile page,' select the 'Bank Information' tab.
  • Click 'Add Bank.'
  • Enter the following fields:
    • ABA Routing Number
    • Bank Account Type (Checking or Savings)
    • Bank Account Number
    • Description (between 4-50 characters)
  • Click Save.
Please call 1-888-297-0781 to make a payment by phone. The Customer Service team is available 24 hours a day for payment assistance.
If your recurring payments are not functioning correctly, please disable the recurring payments and make a one-time payment via PaymentNet or by phone. (Note: See the "How do I set up a one-time payment?" and "How do I make a payment by phone?" FAQ's for more information.)

To disable recurring payments:

  • From the Payments menu, select Manage.
  • On the Payments List, select the Recurring tab.
  • Select the recurring payment you would like to cancel.
  • On the Payment Recurring Detail screen, click Delete. A dialog box appears stating that the pending payments associated with the recurring payment may not be impacted by canceling the recurring payment.
  • Click OK.
    *Note: Please be aware that the next scheduled payment using recurring payments may still be processed. If this occurs, please contact Customer Service at 1-888-297-0781 to reverse the payment.
If your payment was incorrectly applied, please contact Customer Service at 1-888-297-0781 for assistance.
If your bank information in PaymentNet is incorrect:
  • Click the 'My Profile' icon ( ). [There was broken image here.]
  • On the 'My Profile' page, select the 'Bank Information' tab.
  • Select the existing bank from the list.
  • Update the bank information as necessary:
    • ABA Routing Number
    • Bank Account Type (Checking or Savings)
    • Bank Account Number
    • Description (between 4-50 characters)
  • Click Save.
Payments are listed in PaymentNet for both payments made via the phone and payments made using PaymentNet. To view submitted payments:
  • Select 'Manage' from the Payments menu.
  • The status of the payment is displayed on the Payment List. If the payment is pending, the payment was submitted.
  • If you do not see your payment on the Payment List, please re-submit via a one-time payment, or call Customer Service at 1-888-297-0781.
If the payment is pending, changes to the amount, date, and bank may be made. If the payment is complete, you may call Customer Service at 1-888-297-0781 for questions. To change a pending payment:
  • Select 'Manage' from the Payments menu.
  • If the payment is pending, select the payment from the Payment List.
  • On the Payment Detail screen the Payment Amount, Payment Date, and Bank Description can be edited.
  • Click Submit to save the changes to the pending payment. A dialog box appears verifying the payment information.
  • Click OK to continue.
  • Click Delete to cancel the payment.
To view your transactions, select 'Manage' from the Transactions menu. The Transaction List displays the last 30 days of all your transactions by default. A query can be used to search for a specific transaction. To search for a transaction:
  • Select the 'Advanced' link on the Transaction List.
  • On the Advanced Query Transactions screen, enter the criteria for the search.
    • Field: Available fields are listed in alphabetical order.
    • Operation: Options depend on the field selected.
    • Value: Enter or select the value in the appropriate field boxes. Dates should be in the MM/DD/YYYY format.
  • Click 'Process' to run the query. Results are displayed on the Transaction List.
  • On the 'Welcome' page, select 'Transactions for Review' in the 'Items Awaiting Your Action' section.
  • On the Transaction List, select a transaction.
  • Compare the transaction details (e.g., amounts) with your receipts.
  • Review accounting code allocations (default codes will appear) and make any changes.
  • Add any details to the Transaction Notes field, if needed.
  • Select the Reviewed check box, if applicable.
  • Click Save.
Please call 1-888-297-0781 for assistance with accessing images of used convenience checks. The Customer Service team is available 24 hours a day.
Email notifications are available in PaymentNet. In order to receive an email when a report is available, please follow the steps below:
  • Click the 'My Profile' icon ( ). [There was broken image here.]
  • In the 'Available Downloads' section of the My Profile page, select the 'Reports' check box.
  • Click Save.
Each screen in PaymentNet has a help section. Simply select "Help For This Page" from the 'Help' menu for more information.

Frequently Requested Travel Card Documents

HHS Traveler's Agreement Form
Travel Card Application Form — to obtain a copy of this form, please contact your agency or organization program coordinator.
Travel Card Do's and Don’ts for Federal Employees
Government Travel Card Program Zero Tolerance and Disciplinary Policy
A Guide for Managing Your GSA SmartPay® Travel Charge Card Program