Employer FAQ's
EFT/EDI
How can I obtain information on the EFT/ EDI process?
Download an information packet at this web site or contact the Tennessee Child Support Customer Service Unit at 615.253.4394 (local) or 1.800.838.6911 (toll free).
I recently arranged for a prenote transmission, when can I stop mailing in checks?
Five business days are required to validate bank account information that has not been previously verified. You should continue to remit a check for your employees’ child support withholdings during this five business day period. You will be notified if the prenote is unsuccessful, at which point you must continue to remit a check until your bank account information has been successfully verified.
What should I do if the wrong amount is withheld from an employee’s paycheck? Contact the child support office that handles the case.
Can I transmit a debit transaction (reversal) if there is a mistake? No, debit transactions are not allowed.

ACH Debit
Registering and Scheduling a Bank Draft
What should I do to have child support payments automatically withdrawn from my bank account? Click Employer at this web site, register an account, and schedule a payment.
What information is required to register an account on the web site? - Employer name
- Contact name
- Telephone number
- Valid e-mail address
- Bank information: bank name, routing number, account number, type of account; checking or savings
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.
Can I have more than one bank account authorized for a payment? No, you can only authorize one bank account for a payment.
What day will funds be withdrawn from my bank account? Funds will be withdrawn on the scheduled payment date. If that date falls on a Saturday, Sunday, or a bank holiday the funds will be withdrawn the next business day.
How long will it take for Child Support Enforcement to receive a child support payment once it is withdrawn from my bank account? 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.
What happens if my payment is scheduled for a weekend or a holiday? If a withdrawal falls on a Saturday, Sunday, or bank holiday, the funds will be withdrawn the next business day.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.
What is the earliest date that I can schedule a payment? 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.
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) 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
 
Verification (Prenote) Period
What happens after I register an account and schedule a payment? 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.
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 should I do? Edit your bank account information at 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.
 
Editing or Changing an Account
I changed my bank account. What should I do? 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 TN Child Support Processing Center in order to avoid delinquency on their child support accounts.
I authorized a bank draft and now I want to cancel it. What should I do? Cancel your payment at this web site. You must allow two business days prior to the payment's scheduled date to cancel your payment.
 
Unavailable Funds
What if my bank account does not have sufficient funds to cover a payment? You must cancel your payment at least two business days prior to its scheduled date. You can cancel your payment at this web site.
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 be required to remit all future payments with a guaranteed payment instrument such as a money order, cashier's check, or certified check.
Why is my account on hold? 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.
 
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:
- 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."
Can I make a credit card payment by phone? Yes, you can make a non-recurring payment for an employee 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 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 employees’ child support accounts? They will receive credit in two to three business days.
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’s Child Support Customer Service Unit at 615.253.4394 (local) or 1.800.838.6911 (toll free).
 
General FAQs
Are employers required to send child support payments electronically? Employers are not required to remit payments electronically. However, by submitting electronically, employers can reduce their cost for submitting child support payments.
 
Password
I am having trouble creating a password. 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.
Can my password be the same as my user ID? No, it must be different from your user ID.
Does my password ever expire? No, your password does not expire.
I forgot my password. What should I do? On the login page, click "Forgot your password?", enter the required information, and create a new password.
If I forget my password and change it but remember it later and want to change it back to the original password can I? Yes, you can.
 
Technical Issues
It appears there is a problem with the web site. What should I do? Contact Customer Service at 615.253.4394 (local) or 1.800.838.6911 (toll free) and report the problem.
 
Unauthorized Access of an Account
I believe someone has access to my user ID and password. What should I do? Change your user ID and password at this web site.
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.
 
Contact Information


Child Support Customer Service

Tennessee Child Support Customer Service: 615.253.4394 (local) or 1.800.838.6911 (toll free)

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