HELP / FREQUENTLY ASKED QUESTIONS

How do I register an ePay account?
To register for a Florida Child Support ePay account, go to www.fl.smartchildsupport.com, click “I owe support” and click “New User Registration”. If you are registering to make child support payments for yourself, click “I want to register and make a payment for myself”. If you are registering to make a payment for someone else, click “I want to register and make a payment for someone else”. Provide the requested information. If you register a bank account, Micro Payments are used to validate the account information. See "Verify Bank Account (Micro Payments)" below.

How do I login to my ePay account?
To login to your Florida Child Support ePay account, go to www.fl.smartchildsupport.com, click “Login” and provide the requested information.

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 Number and Court Case Number, or Child Support Case Number
• Telephone Number
• Valid email address
• Optional Bank Information: bank name, routing number, account number and type of account (Checking or Savings)
If you want to register to make a payment for someone else, you will need to also provide your relationship to the parent who owes support.

Can I have child support payments automatically withdrawn from my bank account if I am under an Income Withholding Order?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 not be stopped and will remain in effect.

If I choose to have child support payments automatically withdrawn from my bank account, can I pay what I want?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.

Can I have more than one bank account authorized to make payments?
No, you can only have one registered bank account and can only make payments on that one account.

What do I need to do to have child support payments automatically withdrawn from my bank account?
Click “I Owe Support” on the ePay website, register a website account if you do not already have one registered, add a bank account, complete the micro payment verification process, and schedule a payment. You must have a valid email address.

What happens after I register an account by adding it to my website account?
When you register a bank account, we will make two small deposits (Micro Payments) to the account. At the same time, we will issue one debit to your bank account for the total of the deposits. The deposits and debit will post to your account usually within three business days from adding your bank account. The deposits and debit will be labeled FL Dept of Revenue. Once the transactions appear on your bank statement, log in to the web site, select “Accounts” and then “Verify Bank Account.” Enter the amount of each deposit and click Verify. Once you enter the amounts correctly, you may then schedule payments two business days in the future.

Why would the micro payment deposits be returned as unsuccessful?
Most deposits are returned as unsuccessful when the bank account information was entered incorrectly. Once the deposits are returned, the bank account will be inactivated. Verify your bank information and enter it again on the website. New deposits and debits will be issued.

I received an e-mail that my verification was unsuccessful. What should I do?
You must add your bank account information again at this website.

What are my payment options?

You may schedule a one-time only 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).

What if I want to use the website, but I don’t have an email address?
You must have an email address to use this site. A valid e-mail address is needed for us to communicate with you electronically. Without an email address we cannot sent you confirmation for your transactions. Free e-mail accounts are available on the Internet. To locate one, use any search engine and search for "free e-mail."

Where can I find my County plus Court Case Number or Child Support Case Number?
Your County plus Court Case Number or Child Support Case number are located on documents related to your child support case. You may also contact Customer Service at 1-877-769-0251 or your local child support office for this information.

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 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 the Office of Child Support to receive a payment once it is withdrawn from my bank account?
You will receive credit for the payment the day it is 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, the funds will be withdrawn the next business day. Your child support account will be credited the same business 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 payment date, assuming your bank account information has been previously verified.

What is the earliest date that I can select for my first payment date?
Your first payment date must be at least two business days from the date you verify your account. If your account has been previously verified, then the payment must be scheduled at least two business days prior to its payment date.

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 two business days from today's date, your date will be automatically adjusted to two business days in the future.

I need to change my bank account, what should I do?
Edit your bank account information through this web site. We will make two small deposits (micro payments) to the registered account. At the same time, we will issue one debit to your bank account for the total of the deposits. The deposits and debit will post to your account usually within three business days from adding the bank account at this web site. The deposits and debit will be labeled FL Dept of Revenue. Once the transactions appear in your bank account, log in to this web site and select Accounts and then Verify Bank Account. Enter the amount of each deposit and click Verify. Once you enter the amounts correctly, you must establish a new payment schedule(s) since any existing payment schedule(s) will be cancelled when you edit your bank account information.

If a child support payment is due before you verify your bank account, you will need to mail your payment 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 three business days prior to the payment's scheduled date to make your changes.

What if my bank account does not have sufficient funds to cover a payment?
You must cancel your payment at least three 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, or credit card.

What payment options are available?
You may make a non-recurring payment with your credit/debit card. To do this, click “Pay by Credit Card” from the home page.

What credit/debit cards do you accept?
We accept MasterCard®, Visa®, Discover®, American Express®, Diners Club International®, and JCB® to make a child support payment.

If you have your credit/ debit card linked to an e-wallet account such as Apple Pay, Google Pay, or PayPal, you can make your payment using these alternate payment options.

Note: Apple Pay is only available on Apple devices.

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, Depository # (County + Court Case #) Or Child Support Case Number
- Credit/ debit card holder's name
- Credit/ debit card holder's billing address
- Valid email address
- MasterCard®, Visa®, Discover®, American Express®, Diners Club International®, or JCB® card -You must have the 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 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 county number plus court case number or child support case number?
Your county plus court case number or child support case number are located on documents related to your child support case. 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 the income withholding order 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?
There is no maximum payment amount that you can make.

What is the purpose of the convenience fee?
The convenience fee covers the cost of providing credit/debit card services. The convenience fee for using this service is 2.5% of the amount of the child support payment. The 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 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 court case number or child support case number. To do this, click “Make a credit card payment” on the home page.

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 credit card payment made on this website?
You will need to contact Florida State Disbursement Unit Customer Service at 1-877-769-0251.

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 must not exceed 12 characters in length. In addition, user IDs and passwords cannot contain any special characters, such as question marks, periods, etc. Your user ID and password must be different from each other.

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 and changed it. Can I change it to the original password now?
Yes, you can. To change your password, login 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 you have a case being handled by the Child Support Program, contact your child support worker. If the child support program is not handling your case, contact the Clerk of Court where your court order was issued.

It appears that there is a problem with the website, what should I do?
Contact Customer Service at 1-877-769-0251.

I believe someone has access to my website user ID and password. What should I do?
Change your user ID and password through this website. To do this login to your ePay account and access the Overview page Account section. To change your User ID, click “Change User ID.” Enter the required information and create a new user ID. To change your password, 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.