If a user is unable to access consumer bill pay, use the information below to troubleshoot before opening a ticket. 


  • Phone number is assigned (home number)
  • Address (no special characters in the address line (@,#,$,%,&, etc.). You may need to update the address in Navigator to remedy this.
  • Tax ID
  • Email (check that the format is correct)
  • Feature rights (Group, Customer and User)

Verify the subscriber in ParterCare exists and/or is active

Verify preferred account and bill flag is assigned to an active account. (recommended they be the same)

  • Do not refer to the status field shown in the screen shot to determine account status - check Navigator.

If the account is closed, click the Cancel Bank Account link 


If everything above is correct, or you identify two subscribers for the customer, log into Q2 Central. 


1. Click Reporting > Custom

2. Click Retail Bill Pay Users Report

3. Enter search criteria (like user ID) or just click Ok to view the report

4. Search results will be displayed in a new window

5. Confirm the Logins field matches their Q2 login name, the Login ID matches their PartnerCare subscriber ID and the password is WebPay.

6. If everything matches, you will need to open a ticket. 

7. If the information doesn't match, use the report to update the necessary information

8. You can also add a user from scratch if needed but this should be rare.