Registration
Registration

HELP / FREQUENTLY ASKED QUESTIONS


Employers, please click here for help

Welcome to the FL Child Support ePay Site. This site allows parents who owe child support and employers of parents who owe child support to make payments electronically via the web.

Parents may use this site to schedule a one-time or recurring automatic withdrawal from their bank account or by paying with a credit/ debit card.

Employers may use this site to reconcile their employees’ identifying information against the State’s child support system prior to making payments on their behalf by electronic funds transfer. Employers may also schedule a one-time or recurring automatic withdrawal from their bank account for their employees’ child support payments.

Please note this site is not connected to the Florida Child Support eServices site where parents may access their child support case information. A separate registration is required to submit child support payments through this site.
 
Registering an ePay Account
How do I register an ePay account? If you want to register for a Florida Child Support ePay account, access the SMART ePay landing page, click “Non-Custodial Parents,” and click “New User Registration.”
If creating an ePay account to pay your own child support payments, click “I want to register and make a payment for myself.” If creating an ePay account to pay someone else’s child support payments, click
“I want to register and make a payment for someone else.”
Provide the requested information in the applicable fields.
How do I log in to my ePay account? If you want to log in to your Florida Child Support ePay account, access the SMART ePay landing page, click “Non-Custodial Parents,” click “User Login,” and provide the requested information in the applicable fields.
What information is required to register an ePay account on the website?

If you want to register for a Florida Child Support ePay account, the following information is required:

  • Name and address
  • Social security number
  • County name and case number
  • Telephone number
  • Valid email 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
  • Your relation to the parent who owes support
  • Valid email address
  • Bank information: bank name, routing number, account number, type of account (checking or savings)
Name, address, social security number, telephone number, and county name and case number of the person for whom you wish to make a payment
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 stopped.
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 becoming past due.
What should I do to have child support payments automatically withdrawn from my bank account?
Register or log in to your ePay account and access the Overview page’s Payments section, click “Make a Scheduled Payment”. 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).
What if I want to use the website but I don't have an email address? You will not be able to register to use this site if you do not have an email 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 a confirmation of your transactions
Where can I find my county name and case numbers? Your county name and case numbers are located on documents related to your child support order. You may also contact Customer Service at 1-877-769-0251 or your local child support office 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.
Scheduling 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 money be withdrawn from my bank account? Money 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 the Child Support Program to receive a payment once it is withdrawn from my bank account?  You will receive credit for the payment the 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 payment is scheduled on a Saturday, Sunday, or bank holiday, the funds will be withdrawn the next 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 (2) business days prior to the date you selected for payment, assuming that your bank account information has been previously verified by your bank.
What is the earliest date that I can select for my first payment date? Your first date selected for payment must be at least five (5) business days from the date you register your account. This will allow sufficient time for your bank account information to be verified by your bank. If your account has been previously verified then the payment must be scheduled at least two (2) business days prior to the date you selected for payment.

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 Tuesday the 9th.
I entered a start date and the website calculated a different date for my first payment. What am I doing wrong? If you entered a start date that is less than five (5) business days from today's date, your date will be automatically adjusted to include the five (5) business day verification 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 15.

The 15th is determined by calculating five (5) business days (January 27 – February 2), and then determining if the 15th is a business day. If the 15th is on a Sunday your first payment date is set to the 16th.
 
Bank Account Verification 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. This pre-authorization is also referred to as the “prenote” process. If the verification is successful, your payment will be withdrawn as scheduled. If it is unsuccessful, you will be notified by email and no payment will be processed.
Why would my bank account pre-authorization be returned as unsuccessful? Most pre-authorizations are returned as unsuccessful when the bank account information was entered incorrectly. You should check the bank account information you entered to ensure it is correct.
I received an email that my bank account pre-authorization was unsuccessful. What should I do now? You should verify the bank account information you provided to ensure it is correct. To do this, register or log in to your ePay account and access the Overview page, click “Account,” click “View/ Edit Bank Account,” and edit your bank account information through this website and reschedule your payment. The pre-authorization will be resubmitted. You may want to contact your bank if you need assistance identifying the routing and account numbers.
 
Editing or Changing Your ePay Account
How do I make a change to my ePay account? Register or log in to your ePay account and access the Overview page’s Account section, click “View/ Edit Account Information,” click “View/ Edit Account,” and correct the appropriate information.
I changed my bank account, what should I do? You will need the change the bank account information currently associated with your account. To do this, register or log in to your ePay account and access the Overview page’s Account section, click “Account,” click “View/ Edit Bank Account,” and edit your bank account information through this website. 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 your payment is due before the end of the five (5) business day verification (prenote) plus additional Two (2) business days for the payment to post to your case, you will need to mail your payment to the Florida Child Support State Disbursement Unit, P. O. Box 8500, Tallahassee, FL 32314 in order to avoid delinquency on your child support account(s).
How do I reactivate a payment from my bank account that I previously cancelled? You will need to set up another payment schedule through this website. To do this, access the Overview page, click “Payments,” click “Schedule a New Payment,” and provide the appropriate information.
I authorized a payment from my bank account and now I want to change it. What do I need to do? You may change or cancel your payment through this website. To do this, register or log in to your ePay account and access the Overview page’s Payments section, click “View/ Edit a Scheduled Payment,” and select the option to cancel the payment. You must allow two (2) business days prior to the payment's scheduled date to make your changes.
 
Unavailable Funds
What if my bank account does not have enough money in it to cover a payment? If you find out that your bank account does not contain enough money in it to cover your scheduled payment, you must cancel your payment at least two (2) business days prior to its scheduled date. You can cancel your payment at this website. Tod do this, register or log in to your ePay account and access the Overview page’s Payments section, click “View/ Edit a Scheduled Payment,” and select the option to cancel the payment.
What if I fail to cancel the payment two business days prior to its scheduled date and there is not enough money in my account? If your payment is processed and there is not enough money in your bank account to cover it, your Child Support ePay account will be placed on hold and automatic withdrawal will be cancelled. You will then be required to send all future payments by a guaranteed payment method such as a money order, cashier's check, certified check, or credit/ debit card.
Why is my ePay account on hold? We attempted to withdraw your scheduled payment from your bank account and there was not enough money available. You will now be required to send all future payments by a guaranteed payment method such as a money order, cashier's check, certified check, or credit/ debit card.
 
Credit/ Debit Cards
What payment options are available? You may make a non-recurring payment with your credit/ debit card. To do this, register or log in to your ePay account and access the Overview page’s Payments section, click “Make a Credit Card Payment.”
What credit/ debit cards do you accept? We accept MasterCard®, Visa®, or Discover® to make a child support payment
What information is required to make a credit/ debit card payment? The following information is required to make a credit/ debit card payment:
- The parent who owes support's first and last name, social security
  number, case name, and county number
- Credit/ debit card holder's name
- Credit/ debit card holder's billing address
- Valid email address
- MasterCard®, Visa®, or Discover® credit/ debit card
  number, expiration date, and 3-digit security code
What should I do if I don't have an email address You will not be able to register to use this site if you do not have an email 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 a confirmation of your transactions.
How can I obtain my case and county numbers? Your case and county numbers are located on your child support court order, and other documents related to your child support order. You may also contact Customer Service at 1-877-769-0251 or your local child support office for this information.
Can I make a credit/ debit card payment if I also have an Income Withholding Order with my employer? Yes, you may make a credit/ debit card payment, but income withholding will remain in effect and will not be stopped.
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 $9,999.99 if you have the funds available. Multiple transactions can be made in one day as long as each transaction does not exceed $9,999.99, and you have the funds available.
What is the purpose of the convenience fee? The convenience fee covers the cost of providing credit/ debit card service. The convenience fee for using this service is 2.55% of the amount of the child support payment. This fee is separate from and in addition to the child support payment.
Will the convenience fee be applied to my child support obligation? The convenience fee is separate from your child support payment and is not added to it. The fee will appear as a separate charge on your statement along with the word “fee.”
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 when your credit card company authorizes it..
When will my payment be applied to my child support case? Your payment will be applied within two (2) to three (3) business days from the day it was made on the website.
Can I make a payment for a parent who owes support with my credit/ debit card? Yes, you can use your credit/ debit card to make a payment for another parent; however, you will need their first and last name, social security number, county name, and case number. To do this, register or log in to your ePay account and access the Overview page’s Payments section, click “Make a Credit Card Payment.”
What is the 3-digit security code and where do I find it on my card? 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 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 3-digit security code was incorrectly entered.

The address you entered and the billing address that is on file with the card-issuing bank do not match. 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 website 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 Florida State Disbursement Unit Customer Service at 1-877-769-0251
 
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 add
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, but it is a good idea to change your password occasionally to protect it.
I forgot my password. What do I need to do? On the login page, click "Forgot your User ID or trouble logging in?", enter the required information, and create a new password.
How do I change my password? Register or log in to your ePay account and access the Overview page, click "Change 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. To do this, register or log in to your ePay account and access the Overview page, click “Change Password,” enter the required information and re-enter the desired password.
I tried to register for an ePay account on the website and received the message "User not found." What should I do now? If your case is being handled by child support, then contact your child support worker. If child support is not handling your case, then contact the Clerk of Court where your court order was issued.
   
 
Technical Issues
It appears there is a problem with the website. What should I do? Contact Customer Service at 1-877-769-0251 to report the problem.
 
Unauthorized Access of an ePay Account
I believe someone has access to my ePay website user ID and password. What should I do? Change your user ID and password through this website. To do this, register or log in to your ePay account and access the Overview page’s Account section, click “Change User ID,” enter the required information, and create a new user ID. To change your password, access the Overview page, click “Change Password,” enter the required information, and create a new password..
Money has been withdrawn from my account without my permission. What should I do? Contact Customer Service at 1-877-769-0251 immediately. You will be asked to submit your claim in writing as well.
 
Contact Information
  Florida Child Support State Disbursement Unit
P. O. Box 8500
Tallahassee, FL 32314
Customer Service: 1-877-769-0251

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