Clear answers before and after payment.
Start with the most common questions about third-party bill pay, timing, fees, and payment status.
Questions worth answering plainly.
Support covers payment errors, refunds, complaints, and accessibility questions.
How does the 40% credit work?＋
HearthPay applies a 40% credit to eligible bills at checkout. The credit is shown as its own line item before you authorize, so the total you confirm is exactly what gets sent.
Is HearthPay my utility or phone provider?＋
No. HearthPay is an independent third-party payment service. A biller may offer a free direct payment option on its own official site.
When is a payment considered complete?＋
Only when the biller or its network confirms posting. Funding authorization and network acceptance are earlier, separate states.
Will every biller charge the same fee?＋
No. Every quote shows the exact platform and payment-method fees for that biller before you authorize.
Can a payment be canceled?＋
That depends on whether it has already been submitted to the biller network, the biller rules, payment method, and applicable law. The eligible action and refund timing are shown on each receipt.
What if I entered the wrong account number?＋
Do not submit a second payment immediately. Contact support so the payment can be located and the network or biller can be asked whether it is still recoverable.
Which payment methods are supported?＋
Major credit and debit cards are accepted. ACH bank payments are coming soon.