F.A.Q.
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Frequently Asked Questions 

1. The service

I was a billpay.ie customer and am new to mybills.ie – what do I do?

Use the login button to log on. Use your existing billpay.ie username and password to login. The first time you logon you will be prompted to change your password. For security reasons you will also be required to select a new password hint and enter in an authentication question and answer. It’s as simple as that!

You will then be brought to the my biller sections where you can start paying the bills you had set up on billpay.ie

All your contact details, payment history, biller and payment methods you had on billpay.ie have been brought across to mybills.ie. You will need to set up any future or scheduled payments again.

What is mybills.ie?

mybills.ie is a unique free service from An Post providing a 'one-stop-shop' for paying bills online from a comprehensive list of over 100 bills (e.g. ESB). Customers can also set up payments to pay an amount automatically off their bills each month.

What bills can I pay online?

mybills.ie enables you to pay utility bills, local authority charges and many other bills. To see all the bills that you can pay click here.

What does the mybills.ie service offer?

mybills.ie currently offers the following services:

Paying a bill

The ‘my billers’ section allows you to pay bills which you have set up on the system. For a list of billers select 'Our Billers' from the navigation bar.

Auto Payments

'Auto Payments' allow you to set up automatic payment of your bills. Save time and take the effort out of paying your bills by having it occur automatically.

History

Use the history section to see a list of bills that you have paid. You can use the statistics section to get an overview of bills you have paid by biller(s) or/and by date range.

Is there any charge for using mybills.ie?

No – mybills.ie is a unique free service provided by An Post.

What is the one-off Payment facility?

The one-off payment facility allows you to pay your bills without registering for a mybills account.

2. Registering and setting up a mybills.ie account

How do I register for a mybills.ie Account?

Registering with mybills.ie is simple. It is a simple 3-step process:

 Step 1: Personal and Logon Details.

mybills.ie requires you to enter in some personal details including your name, postal and email address. Your logon details are what you will use to access your bills next time you visit mybills.ie. As part of your logon details you must supply a password and a corresponding password hint which will be used should you forget your password. The concept of this method of authentication is you can choose a secret truly known only to you and can devise a password hint that will prompt your password if forgotten. If you forget your password you can request your password hint from the system.

 Step 2: Set up biller and payment method.

You will also need to set up a biller and a payment method.

 Step 3: Registration Complete!

Here you review your details to ensure that you have entered them correctly. Please note that following registration you will have to wait until your receive your PIN in the post before you can make a payment using a registered payment method.

How do I set up billers?

Check first to see if the bill you wish to pay can be paid using mybills.ie [click here].Once you are logged into the system you can select the manage billers to set up your billers. To set up a bill simply enter your account name and number.

Is there a limit to the number of cards I can set up?

You can set up a maximum of two cards. If you need to set up more, while these can be set up you must contact the mybills.ie helpdesk for these to be authorised and made available for use.

3. FAQs for 3D Secure

We have now implemented 3D Secure for the One Off payment facility.

We have compiled the following Frequently Asked Questions (FAQ) to make it easy for you to understand what to expect with 3D Secure.

4. Common Payment Queries

If I pay my bill today, when will the payment be received by the biller?

Payments made Monday through to Thursday will be with the biller on the next working day. Payments made on Friday or over the weekend will be with the biller on Monday. (In the case of a bank holiday this will be Tuesday.)

Customers should leave themselves enough time for payments to be processed by the billers as mybills.ie is not liable for any late biller payment fees that may incur if a person doesn’t pay their bill on time.

How long does it take for my payment to reflect on my bank account?

Payments made should be reflected in your bank account within two to three working days of paying the bill.

Do I have to pay the full amount that is on my bill?

You do not have to pay the full amount on the bill. You can pay as much or as little as you like assuming it is within the minimum and maximum payment limits set by the biller.

Can I cancel the payment once I’ve confirmed it?

No. Once the payment is made it cannot be cancelled.

Can I pay by credit card?

No. mybills.ie currently accepts debit cards and payment made through your bank account.

What if my debit card expires?

You will receive an email from mybills.ie before your card is due to expire and you must login and set up your new card using the pay methods option. Failure to set up a new card will mean your payments will be declined by the bank. In the case of future or scheduled payments which you have set up you will receive an email if the payment has been declined.

5. My Account – common problems

How many chances do I have to enter my Password before my account gets locked?

After 5 incorrect attempts your account is locked out and you must contact the mybills.ie helpdesk at 1890 61 71 71 (lines are open from 9am to 5:30pm, Mon-Fri) to unlock your account.

If I forgot my PIN / Password, how can I get a new one?

If you forgot your PIN you must contact the mybills.ie helpdesk at 1890 61 71 71 (lines are open from 9am to 5:30pm, Mon-Fri) to request a new PIN. The new Pin will be sent out to your mybills.ie registered address.

If you forgot your Password you can use the forgotten Password link. This prompts you to enter in your mybills.ie username and your password hint will be sent to your requested email address.

If you still cannot remember your password you must contact the mybills.ie helpdesk at 1890 61 71 71 (lines are open from 9am to 5:30pm, Mon-Fri). The helpdesk will request you to give some digits of your PIN and will issue you with a temporary password. You will be requested to change this password when you log back into mybills.ie.

I want to change details about my mybills.ie account. How do I do this?

Log into your mybills.ie account and select the “my profile” tab.

Using the profile facility you can change your following details:

Contact details
Email address
PIN
Password
Authentication question and answer
Opt In/Out marketing flag

Note: For security reasons to change your address details you must contact the mybills.ie helpdesk.

6. Security and Safety

How is the mybills.ie service secured?

mybills.ie is a fully compliant PCI DSS system. (PCI DSS stands for Payment Card Industry Data Security Standard and is an information security standard for organisations that handle cardholder information.)

Your details are accessed only by those persons and systems who are authorised to have access to your information in order to provide you with the mybills.ie service you have requested.

What are my details used for?

Any details you have supplied us with are used for the purpose of providing you with the mybills.ie service whether as a registered user with a mybills.ie Account or as a customer using the One Off payment service offered by mybills.ie. In order to provide you with the service we may need to contact you about updates, improvements and/or changes to mybills.ie and deal with any queries you may have about your mybills.ie activity.

We are required to ensure that the mybills.ie service and the transactions carried out using the service are in compliance with financial services laws in particular anti-money laundering and fraud detection. We may be required to disclose your details to law enforcement agencies, regulatory bodies and certain third parties in accordance with the law and/court orders.

If you have indicated that you wish to receive information about other An Post Group services, your details will be shared with the An Post Group to provide you with those services you have requested. If you want to opt out of receiving this information please log into mybills.ie and using the my profile option update the Opt In/Out marketing flag

For more information, please see our Web Policy which includes our privacy statement and data protection policies. Link here.

Is it important to keep my email address up to date?

It is very important to keep your email address up to date. Use the profile option to update your email address. If you have any future or scheduled payments set up and there is a problem with the payment whereby it has been declined by the bank you will receive an email about this. An Post accept no liability if a payment has been declined due to an incorrect email address been specified.

7. Contact with and from mybills.ie

Contact Us

If you have any queries about using mybills.ie please...

Email us at customersupport@mybills.ie.

Or

Phone us at 1890 61 71 71. Our lines are open from 9am to 5:30pm, Mon-Fri.

When contacting us with technical queries, please be able to tell us which Operating System (e.g. Windows 7, Max OS X ) and which Browser (e.g. Firefox, Chrome, Safari, Internet Explorer etc.) versions you are using.

Please note for queries in relation to a particular billing account, you will need to contact the relevant company directly.

*PLEASE NOTE: These FAQs are for your assistance and to help you with the most common problems experienced by users of mybills.ie. These FAQs DO NOT replace the Terms and Conditions that apply to the use of the mybills.ie service and/or the terms the use of this website and/or the various policies, statements and legal requirements that apply to the mybills.ie service.

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