LinkedIn Logo

Travel Card FAQ's

PaymentNet Login FAQ’s:

  • How do I log in to PaymentNet?
    To log in to PaymentNet, follow the steps below:
    • Click on the following link to log into the PaymentNet website: https://gov1.paymentnet.com/Login.aspx
    • 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.]

 

  • My User ID is not functioning. What should I do? 
    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 A/OPC to have your PaymentNet user access reactivated.

 

  • I forgot my pass phrase. How do I reset it?
    • On the PaymentNet login page, select the ‘Forgot your Pass Phrase’ link.
    • On the Login Assistance page, enter your Organization ID, User ID, and E-Mail Address.
    • Click Submit. An e-mail with a new temporary pass phrase will be sent to the e-mail address associated with the User ID. If the e-mail address is incorrect or does not match the e-mail address entered on your application, please contact your A/OPC to unlock and reset your PaymentNet account.

 

  • My pass phrase requires special characters. What is considered a special character?
    Special characters for pass phrases include: !, @, #, $, %, ^, &, *, +, =, -, and ?.

 

  • How often will I need to change my pass phrase? 
    The duration of your pass phrase depends on your agency/organization.

 

  • How do I change my e-mail address associated with my PaymentNet User ID?
    • In order to change the e-mail address associated with your PaymentNet ID, click the ‘My Profile’ icon (My Profile).
    • On the ‘General Information’ tab of the My Profile screen, you can update your e-mail address in the ‘E-Mail Address’ field.
    • Click Save.

PaymentNet Statements and Payments FAQ’s:

  • How do I access my statement? 
    To view your most recent statement:
    • Click the ‘My Profile’ icon (My Profile).
    • 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.

 

  • How do I select my statement delivery options (paper or electronic statements)?
    Your statement can be delivered electronically or via the mail (paper).
    • In order to select your statement delivery options, click the ‘My Profile’ icon (My Profile).
    • 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.

 

  • How do I view my correct statement balance?
    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.

 

  • How do I set up a one-time payment? 
    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?” FAQ.
    • 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.

 

  • How do I add my bank information?
    In order to make a payment using PaymentNet, your bank information must first be configured. To do this:
    • Click the ‘My Profile’ icon (My Profile).
    • 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.

 

  • How do I make a payment by phone? 
    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.

 

  • My recurring payments are not functioning properly. What should I do?
    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.]

 

  • My payment incorrectly deducted from my bank account? Who should I contact?
    If your payment was incorrectly applied, please contact Customer Service at 1-888-297-0781 for assistance.

 

  • My payment information is incorrect. How can I change my bank information?
    If your bank information in PaymentNet is incorrect:
    • Click the ‘My Profile’ icon (My Profile).
    • 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.

 

  • I did not receive a payment confirmation. How can I see if my payment was submitted?
    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.

 

  • I have already submitted my payment, can I make changes to it now?
    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.

 

  • How do I view my transactions?
    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.

 

  • How do I view transactions that are awaiting my review?
    • 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.

 

  • I do not see a detailed image of the convenience checks that I have used online. What should I do?
    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.

 

  • How do I enable notifications for reports?
    E-mail notifications are available in PaymentNet. In order to receive an e-mail when a report is available, please follow the steps below:
    • Click the ‘My Profile’ icon (My Profile).
    • In the ‘Available Downloads’ section of the My Profile page, select the ‘Reports’ check box.
    • Click Save.

 

  • Where can I find additional information for help with using PaymentNet?
    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: