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HELP / FREQUENTLY ASKED QUESTIONS
Welcome to the Georgia Family Support Registry 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Can I have child support payments automatically withdrawn from my bank account if I am under an Income Withholding Order?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If I elect to have child support payments automatically withdrawn from my bank account, can I pay what I want?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What do I need to do to have child support payments automatically withdrawn from my bank account?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 New User Registration 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
  • Case 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 payor
  • 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 case number of the person for whom you wish to make a payment
Where can I find my case number? Contact the child support hotline at 1-866-836-6434 or your child support agent for this information.
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 make a purge payment? Yes, a purge payment can be made by scheduling a non-recurring (one-time only) payment. The web site provides an option to have the payment coded as a “purge payment” and you must provide the case number the payment should be applied to.
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, but the funds for each payment will be prorated across all your child support cases. However, you may schedule a non-recurring (one-time only) payment and specify it as a "purge payment" for a specific case. If you fail to specify that it is a “purge payment” it will be prorated across all your cases. 
What day will funds be withdrawn from my bank account? Funds are 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. However, if the next business day is in the following month, then the payment will be withdrawn on the last business day of the current month.

Example: If the payment is scheduled to be drafted on May 31 and that day is Sunday, then the payment will be drafted on Friday, May 29 and your child support account will be credited that day as well.
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 the scheduled draft falls on a Saturday, Sunday, or bank holiday the funds will be withdrawn the next business day. However, if the next business day is in the following month, then the payment will be withdrawn on the last business day of the current month.

Example: If the payment is scheduled to be drafted on May 31 and that day is Sunday, then the payment will be drafted on Friday, May 29 and your child support account will be credited that day as well.
What if my payment falls on the last day of the month and it is a holiday? The withdrawal will occur on the last business day of the current month.

Example: If the payment is scheduled to be drafted on May 31 and that day is Sunday, then the payment will be drafted on Friday, May 29 and your child support account will be credited that day as well.
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? 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 changed my bank account, what should I 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 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, 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. 
 
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 your local child support agent and verify that your name, address, and social security number are correct in the child support system.
 
Questions about Technical Issues
It appears there is a problem with the web site. What do I need to do?  Contact Customer Service at 1-866-836-6434 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 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 1-866-836-6434 immediately. You will be asked to submit your claim in writing.
 
Contact Information
  Georgia Family Support Registry
PO Box 2459
Carrollton, GA 30112
Customer Service telephone: 1-866-836-6434
Fax: 1-770-836-2702
TDD: 1-800-836-2702

E-mail: gaecsupport@smimail.net
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