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Help desk info
Online Presentment and Payment FAQ’s

General

Q. What are some of the benefits of receiving my bill electronically?
A. It is convenient, saves time, reduces errors, bills don’t get misplaced, allows you to receive bills anywhere at any time and it helps the environment by saving trees. If you ever do require a paper bill, you can always print out a copy of the invoice from Invoice Cloud.
Q. What are the benefits of paying a bill online?
A. Paying online with a credit card or electronic check saves time, gives you the flexibility to pay how and when desired, saves money (no more stamps, paper checks or envelopes) and Invoice Cloud will store your information for future use – but only if you choose to store it.
Q. What is Invoice Cloud?
A. Invoice Cloud is a web-based, electronic invoice presentment and payment company that we have partnered with to provide faster, more convenient billing services to our customers. By automating billing and collections, customers can click and pay online while helping the environment and reducing clutter in their home or workspace.
Q. What is the relationship between MLS PIN, and Invoice Cloud?
A. MLS PIN wanted to make paying bills easier for our customers. We chose Invoice Cloud because it is easy to use and the security is the strongest available. All the data collected is double encrypted and stored on secure servers. The data is not sold or released for any purpose other than to complete transactions.

Using the System

Q. How does the system work?
A. It is very simple. Here are the 3 steps taken by customers:
  1. Customer receives email notification or accesses account via Account Services on the MLS PIN website.
  2. Customer locates and views invoice and either enters payment information for a one-time payment or registers to schedule a payment.
  3. Customer receives an email confirmation with their payment amount and payment process date.
Q. Can I use an Apple /Mac to use the service?
A. Yes, many customers use a Mac, Firefox 3.6 & 4.0, Chrome 11, Opera 10.x & 11 and Safari 4 & 5 browsers are currently supported.
Q. What Browsers are supported?
A. Windows: Safari 4, 5 - Chrome 10, 11 - Opera 10, 11 - Firefox 3.6, 4 - Internet Explorer 7, 8, 9

iPhone and iPad: Mobile Safari 4x

Apple/Mac: Firefox 3.6, 4.0 - Chrome 11 - Opera 10.x, 11 - Safari 4, 5

Ubuntu (Linux): Opera 9.6 - Firefox 3.6
Q. Do I need to register to pay a bill?
A. You will need to register if you would like to set-up automatic withdrawals, however registration is not required for one-time payments. One-time payments require that you enter your payment information each time you pay an invoice. By registering, you avoid that step and gain access to your payment history.
Q. Why should I register to pay a bill?
A. By registering, you have access to all of your invoices and all of the features of the payment portal. These include the ability to view all current invoices at the same time, schedule payments for a specific date, see previous invoices and payment dates, update your profile information, go paperless, and sign up for Auto-Pay. You also avoid having to enter your payment information each time you pay a bill.
Q. How Do I Register?
A. Registering is easy and can be done when you make your first payment. There are two ways you can make a payment:
  1. When you receive an email notification that your bill is ready to be paid, simply click on the “View Invoice or Pay Now” button. You will be directed to “Pay and/or View Bills Online”, powered by Invoice Cloud. Once there, you will be given the opportunity to register. If you choose to register, you will be asked to provide a password and accept the terms and conditions to use the system. The payment information you enter in your profile will then be securely encrypted and saved for your next visit.

  2. You can go directly to MLS PIN’s website and select Account Services. You will then be directed to MLS PIN’s “Pay and/or View Bills Online” site, powered by Invoice Cloud. Once there, you will need to locate your account by using your MLS Agent ID and will be given the opportunity to register. If you choose to register, you will be asked to provide a password and accept the terms and conditions to use the system. The payment information you enter in your profile will then be securely encrypted and saved for your next visit.
Q. How do I find my MLS Agent ID to login?
A. To login the first time you use the system, you will need your MLS Agent ID. The “locate your bill” screen gives instruction regarding the required information.
Q. I forgot my Password, how do I find it?
A. You should click on “Forgotten Password?” at the bottom of the login screen. You will need your MLS Agent ID and email address to retrieve your password. If you’re unable to locate this information, you may call MLS PIN and after verifying your identity, they can assist you with the instructions.
Q. Can more than one person pay bills online for the same account?
A. You may forward your email notification to another individual, who will then click on the “View or Pay Now” button and elect to make a one-time payment. They will need to enter their name, email address, billing address and payment information. They will receive the payment confirmation by email. You can verify their payment by viewing the invoices in your account.

Payment

Q. What forms of payment can I use?
A. You can pay by credit or debit card or you may issue an electronic check from your bank account (checking or savings). Statement savings cannot be used with a passbook account.
Q. Can I still send in a paper check?
A. Yes, your bill can be paid in any of the following ways:
  • Email notification based payment – click the “View Invoice or Pay Now” button in your email.
  • Web based online payment – login to online bill pay via MLS PIN’s website.
  • Paper check – sent by whatever means you choose, including US Postal Service (note: many paper checks today are converted into electronic transactions once they are received).
Q. If I don’t have email can I still process an electronic payment?
A. No, to complete the online payment process, you will need an email address so that the system can deliver your payment confirmation. If you do not have an email address, you can obtain a free email account from any of the following services: yahoo.com, hotmail.com, or gmail.com.
Q. Which bills can I pay online?
A. You can pay your current quarterly invoice and past due bills from MLS PIN.
Q. What are the costs for paying online?
A. There are no sign-up costs, subscription fees or transaction fees. There are fees imposed for returned payments, and your bank may charge you a fee based on the bank's fee schedule.
Q. How should I enter my credit card information?
A. The information you enter on the Payment screen must be exactly the same as it appears on your credit card. This information collected will be used to authorize your payment.
Q. How will I know that my payment has been accepted?
A. After you submit your payment, you will see a payment confirmation screen. It will contain your payment confirmation message. It will show an approved number for credit cards or a processed number for electronic checks. You will also receive a confirmation email after your transaction is submitted. The email will include your MLS Agent ID, invoice number, amount paid, and confirmation message.
Q. Can I use more than one payment method per transaction?
A. Yes, since MLS PIN accepts partial payments, you may use one payment method for part of the transaction and another payment method for other parts of the transaction.
Q. How long does it take for a credit card transaction to process if I pay online?
A. Credit card transactions typically take 48 hours to settle. An authorization is issued immediately; however, it takes 48 hours for the money to be moved.
Q. How long does it take for an EFT (electronic funds transfer) transaction to process if I pay online?
A. EFT transactions typically take 48 – 72 hours to settle.
Q. How will I know that my payment has been accepted?
A. After you submit your payment, you will see a payment confirmation screen. It will contain your payment confirmation message. It will show an approved number for credit cards or a processed number for electronic checks. You will also receive a confirmation email after your transaction is submitted. The email will include your MLS Agent ID, invoice number, amount paid, and confirmation message.
Q. How much does paying online help the environment?
A. Paying online is only half of the benefit, by going paperless and not receiving paper invoices, you can increase the effect you can have on the environment. There are several ways reducing paper consumption helps the environment, including saving trees and using less gas. According to the PayItGreen AllianceTM, if one in five households were to switch to electronic payments, statements and bills, we could collectively: save 1.8 million trees each year and avoid using 103 million gallons of gasoline to mail bills, statements, and payments. If you are not already signed up for our paperless option and would like to be part of that one in five, just sign up to “go paperless” in your account under my profile, paperless options.
Q. Do I need to notify my bank or change bank accounts?
A. No, your current bank account (checking or savings) will work fine. So many payments are made electronically now that banks are already prepared for online payments.
Q. What information do I need to make a payment?
A. If you are registered, the only information you need to have available to complete a payment transaction is your MLS Agent ID and password. If you make a one-time payment, then you will also need your MLS Agent ID and your bank account or credit card information.
Q. When can I pay?
A. You can make payment or review your account 24 hours a day, 7 days a week. It is always a good idea to pay or schedule a payment at least few days before the due date to allow for processing time.
Q. Can I use a credit card to pay my bill(s)?
A. Yes, you can.
Q. Can I use a debit card to pay my bill(s)?
A. Yes, although technically your debit card will be processed like a credit card and you will not be asked to enter a pin number.
Q. Can I tell if my payment has been posted?
A. Yes, simply login to your account and select “View paid or closed invoices.”
Q. Will I have online access to my account?
A. Yes, you will have 24/7 access to your account for invoice review and payment, payment history and customer service requests.
Q. How long will my payment history be maintained?
A. Eighteen months is the standard retention period.
Q. Will I be able to print a copy of my bill?
A. Yes, each invoice is presented in PDF and HTML format. Electronic storage is recommended because it saves paper and has a beneficial impact on our environment.
Q. How do I change my account information?
A. Simply log into your account and change any of your personal information under my profile. If you are unable to change some of your information, you may need to call MLS PIN and have them change it for you. Please note that you must contact MLS PIN to change an email address.
Q. What is Auto-Pay?
A. If you elect to opt-in to Auto-Pay, it means that your bills will be paid automatically on their due date or date you choose using your default credit card or bank account. This will avoid any late fees and free you from having to remember when to pay.
Q. Can I cancel Auto-Pay?
A. Yes, simply go into your profile and uncheck the auto-pay box that you had previously checked when you elected to opt into Auto-Pay
Q. What are scheduled payments?
A. Scheduled payments are set up individually for each bill due on a specific date by you.
Q. Can I schedule payments?
A. Yes. You can set up a future payment at any time prior to the bill due date.
Q. Can I change a scheduled payment?
A. Yes, as long as it is changed before the date it was scheduled to be paid.
Q. What is a partial payment?
A. A partial payment occurs when only part of an invoice is paid.
Q. What is the difference between auto-pay and a scheduled payment?
A. Auto-pay is an automated process, which pays your balance in full each billing cycle 2 days prior to the due date; scheduled payments are manually entered by you for the date you choose each time you make a payment.
Q. What if I was already set-up on direct debit (now called auto-pay) prior to the change to Invoice Cloud?
A. If your direct debit was set-up prior to mid-September 2011, you do not have to do anything. Your information will automatically be transferred over to Invoice Cloud. However, if you want to print out or view invoices you will still be required to register through Invoice Cloud. If you are unsure if you are set up for auto-pay you can review this information on Invoice Cloud or you can contact the MLS PIN Accounting Department at 800-695-3000, option 4. We can review your account with you over the telephone. If you are set up on auto-pay, you will receive an email prior to Invoice Cloud making a withdrawal from your account.
Q. Why am I being charged a late fee?
A. If you feel that this fee has been assessed in error or you would like more information about late fee charges, please contact MLS PIN at 800-695-3000, option 4.

Getting Help

Q. Who do I contact with questions about a bill?
A. If you are unable to find the information you need in your online payment history or open invoices, please call MLS PIN at 800-695-3000, option 4.
Q. I accidentally deleted my current email notification, what should I do?
A. You can access the customer portal (via MLS PIN’s website under Account Services) and view the bill there.
Q. If I have additional questions or I am having trouble registering, who should I call?
A. Please call MLS PIN at 800-695-3000, option 4.
Q. What if this website is down, who should I notify?
A. If the website is down or inoperable, please call Invoice Cloud customer service at 877-256-8330 x2700.

Security

Q. Is my information secure?
A. Invoice Cloud uses the highest standards in Internet security. Account information displayed within the customer and biller portals is truncated to protect confidential data. Any information retained is not shared with third parties.
Q. Is my credit card and checking account information safe when I pay online?
A. Absolutely. Invoice Cloud will safely store all of your financial information using Payment Card Industry (PCI) Compliant systems. This includes truncating (abbreviating) account numbers so that even MLS PIN does not see your complete account information.
Q. What is PCI Compliance and why is it so important?
A. PCI stands for Payment Card Industry and compliance with the industry standards is a requirement for those that accept the major credit cards and for software providers who have applications which involve the transmission and/or storage of credit card information. If breaches are found on systems that are not PCI compliant, the major credit card companies have the ability to levy significant fines on the offending parties.
Q. Who has access to my account?
A. You and MLS PIN’s authorized staff. No one will have access to your financial information as all check routing numbers and credit card numbers are truncated, so you never have to worry about security. As a security precaution, we don’t even show your full financial information back to you.
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