|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be withdrawn from my bank account?
be withdrawn on the scheduled payment date.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funds will be withdrawn the next business day.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 Child Support Enforcement 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withdrawn from my bank account?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same date that it is scheduled to be withdrawn from your
|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withdrawn from your bank account.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
||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
(activation 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
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
||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 change or cancel your payment at least two business
days prior to its scheduled date. Change or cancel your payment through this web
|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
||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 Card FAQs
|What credit cards do you accept?
||You may use your MasterCard®, Visa®, or Discover Card®, to make a child support payment.
|What information is required to make a credit card payment?
||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 Case ID.
• Credit card holder's name.
• Credit card holder's billing address.
• Valid e-mail address.
• MasterCard®, Visa®, or Discover Card®, credit card number and expiration date and CVV2/ CVC2 3-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 ID?
||Contact Child Support Customer Service at 615.253.4394 (local) or 1.800.838.6911 (toll free) to obtain your case ID.
|Can I make a credit 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, a non-custodial parent can make a non-recurring payment by calling 1.844.324.3856. You must first register on the web site before you can use this option.
|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 $1,000.00; 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 $1,000.00, and the appropriate amount of credit is available.
|When will my credit card be charged for my child support payment?
||Your credit card is charged at the time you submit the transaction, and your credit 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 card?
||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 case ID.
|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 card. The code is printed just above the signature panel in reverse italics on the back of your card. Usually your card number precedes it.
|My credit card transaction was declined, what should I do?
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.
|How do I obtain a refund on a credit card payment made through this website?
||You will need to contact Tennessee Child Support Customer Service at 615.253.4394 (local) or 1.800.838.6911 (toll free).
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
||No, your password does not
|I forgot my password.
What do I need to do?
||Change your password through this web site.
|If I forget my password
and change it but remember it later and want to change it back to
the original password can I?
|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 615.253.4394 (local) or 1.800.838.6911 (toll free) 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 615.253.4394 (local) or 1.800.838.6911 (toll free) 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
||Change your password through this website.
|Money has been withdrawn
from my account without my permission. What should I do?
||Contact Customer Service at 615.253.4394 (local) or 1.800.838.6911 (toll free) immediately. You will be asked to submit your claim in writing.
Tennessee State Disbursement Unit
P. O. Box 305200
Nashville, TN 37229
Customer Service telephone (for bank draft inquiries only): 615.253.4394 (local) or 1.800.838.6911 (toll free)
Note: All questions related to a child support case should be directed to your local child support office.