HELP / FREQUENTLY ASKED QUESTIONS

Welcome to the CT Child Support Internet Payment Web Site. This site allows child support payors to initiate bank draft authorizations to satisfy child support court orders via the web.
 
Questions About Registering
Can I have child support payments automatically withdrawn from my bank account if I am under an Income Withholding Order? Yes, but income withholding will remain in effect and not be terminated.
If I elect to have child support payments automatically withdrawn from my bank account, can I pay what I want? Yes, however, we encourage you to schedule your payments in an amount equal to your current child support obligation(s) to avoid delinquency.
What do I need to do to have child support payments automatically withdrawn from my bank account? Click Non-Custodial Parent at this web site, register an account, and schedule a payment. You must have a valid e-mail address.
What if I want to use the web site but 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."
What information is required to register an account on the web site? If you want to register an account for yourself, the following information is required:
  • Name and address
  • Social security number
  • Telephone number
  • Valid e-mail address
  • Bank information: bank name, routing number, account number, type of account; checking or savings
If you want to register an account and make a payment for someone else, you will need to provide the following information for yourself:
  • Name and address
  • Social security number
  • Telephone number
  • Relation to payer
  • Valid e-mail address
  • Bank information: bank name, routing number, account number, type of account; checking or savings
  • Name, address, social security number, telephone number, and File number of the person for whom you wish to make a payment
Can I have more than one bank account authorized for a payment? No, you can only authorize one bank account for a payment.
 
Questions About Setting Up a Payment
What are my payment options?
You may schedule a one-time only (non-recurring) payment or you may schedule recurring payments using one of the following options
  • Weekly: Monday, Tuesday, Wednesday, Thursday, or Friday
  • Every two weeks: Monday, Tuesday, Wednesday, Thursday, or Friday
  • Semi-Monthly - two payments per month based on the following schedule:
1st & 16th 6th & 21st 11th & 26th
2nd & 17th 7th & 22nd 12th & 27th
3rd &18th 8th & 23rd 13th & 28th
4th & 19th 9th & 24th 14th & 29th
5th & 20th 10th & 25th 15th & 30th

  • Monthly: 1st-31st
     
    Note: Semi-monthly and monthly payments will occur on the last day of the month in months with fewer days than the date scheduled. For example, if the 15th and 30th are selected, February's payments would occur on the 15th and 28th (the last day of the month).
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 the 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 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 bank account.
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 payment? 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 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 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? 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 should 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 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 three 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 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, certified check.
 
Credit/Debit Card FAQs
What card types are accepted? You may use your American Express®, MasterCard®, Visa®, or Discover® to make a child support payment.
What 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 File Number.
• Credit card holder’s name.
• Credit card holder’s billing address.
• Valid e-mail address.
• American Express®, MasterCard®, Visa® or Discover® 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 email address is required in order for us to communicate with you electronically. If you do not have an email address we cannot send you information such as 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-email".
How can I obtain my File Number? Your file number is located on your child support court order, and other documents related to your child support order. You may also contact customer service at 888-233-7223.
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.
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 $9999.99; 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 $9999.99, and the appropriate amount of credit is available.
What is the purpose of the service fee? The service fee is a fee to offset the cost of providing the card service. The service fee for using this service is 2.5% of the amount of the primary child support payment. This service fee is separate and in addition to the primary child support payment.
Will the service fee be applied to my child support obligation? The service fee is separate from your child support obligation and is not applied to it.
When will my credit card be charged for my child support payment? Your credit/debit card is charged at the time you submit the transaction, and your 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.
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 file number.
What is the CVV2/CVC2 3-digit security code and where do I find it? The 3-digit security code (also referred to as the CVV2/ CVC2 code) is an added security measure on your credit/ debit card. It is used to verify that you are in possession of the credit/ debit card. The code is printed to the right of the signature panel in reverse italics on the back of your card.
My credit/debit 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 the website? You will need to contact CT CSPC Customer Service (1-888-233-7223).
 
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 expire? No, your password does not expire.
I forgot my password. What do I need to 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.
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 1-888-233-7223 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 1-888-233-7223 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 do? Change your user ID and password through this web site.
Money has been withdrawn from my account without my permission. What should I do? Contact Customer Service at 1-888-233-7223 immediately. You will be asked to submit your claim in writing.
 
Contact Information
CT Centralized Child Support Processing Center (CT CCSPC)
P. O. Box 990036
Hartford, CT 06199-0036
Customer Service telephone 1-888-233-7223
E-mail: ccspcsupport@smimail.net
Fax: 1-860-683-1196

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