COVID-19 Impact: Frequently asked questions (FAQ) – Support

We know many of our customers have questions and concerns about the impact surrounding the coronavirus (COVID-19) on your practice and for your business and family office clients. At Bill.com, our primary mission has always been to make it simple to connect and do business, and times like now make this even more critical.

We understand that it’s important for you to get the assistance when you need it, so we have expanded our customer support hours. You can count on Bill.com during this difficult time, please stay safe.

If you need assistance, select Contact us at the top of this page, where chat is available Monday - Friday from 5 am - 6 pm Pacific time.

We will update this FAQ regularly to address any changes or additional questions. The Bill.com team is here, ready to help with whatever you need.

Jump to:

I use Bill.com - will the Coronavirus impact my bills or invoices getting paid?
Is there anything we, as customers, should be doing to prepare for any issues?
I know someone who needs an online alternative to in-house bill payment and receivables. Can your solution work for them now?
My bills are paid through Bill.com by paper checks - will any disruption with your staff affect my bills going out?
If something happens to USPS, will my paper checks still get delivered?
I want to change all my paper checks to ePayments. How do I do that and how does it work?
I'm not a Bill.com customer but I'm afraid of my business bills not being managed properly during Coronavirus measures. How quickly can I get onboarded and send payments in Bill.com?
Where can I find information about government-related financial help available to businesses adversely impacted by COVID-19?

I use Bill.com - will the Coronavirus impact my bills or invoices getting paid?

Bill.com is 100% cloud based, which means that your bills and invoices can be processed, received and paid online, from anywhere. Automated approvals and team collaboration happen all within Bill.com, which means that your team can work from anywhere and still get things done. For Bill.com, we expect to be fully operational with no disruption to your service. We continue to monitor the situation as it evolves. Customer Service and your Account Management/Sales teams continue to be available.

Is there anything we, as customers, should be doing to prepare for any issues?

An area to review in your workflow is if paper checks is one of your preferred payment delivery methods. Transitioning to ePayments now is simple and will help alleviate any future, unforeseen dependencies on the USPS system. If you are not using Bill.com for Accounts Receivable, this is also an opportunity to bring your AR process online and avoid any dependencies on mailed checks. If you are paying overseas vendors through banks and mail, this is an opportunity to bring those payments online as well.

I know someone who needs an online alternative to in-house bill payment and receivables. Can your solution work for them now?

Absolutely. We know some of you may know colleagues who are exploring how to best run their business remotely. As you know, Bill.com is 100% cloud-based, which means that any business owner can have the freedom to pay and get paid from anywhere. If you’re looking refer a friend, here is some information you can share:

"We know that Bill.com is 100% cloud-based, which means that you can have the freedom to pay and get paid from anywhere. There’s no need for you or your staff to be in your office to print, review, sign and mail paper checks. With Bill.com, it is all handled digitally. And with the ability to set user roles, you have full control over every step of the process, with a full audit trail to back you up. If you use leading accounting software, Bill.com automatically syncs between the two systems so there’s no need to enter information twice. Your AP and AR information is kept current. You can be up and running quickly — sign up for the trial on the Bill.com website here to get started."

My bills are paid through Bill.com by paper checks - will any disruption with your staff affect my bills going out?

Bill.com uses a third party vendor to print and mail checks that are sent by this method (the same service AT&T uses to print and stuff their monthly bills.). Checks are printed using an automated, barcoded process. Our Payment Operations team receives daily confirmation that files have processed and all files and file receipts are transmitted securely.

If something happens to USPS, will my paper checks still get delivered?

Anything that requires delivery through a mailbox is dependent on the USPS for timely delivery and out of Bill.com’s control. However, if this is your primary way of sending checks, transitioning to ePayments is simple and would help alleviate any dependencies on the USPS system.

I want to change all my paper checks to ePayments. How do I do that and how does it work?

The process is simple. Your first step will be to set up your vendors for ePayments. To get started, you should navigate to the vendor’s profile in Bill.com to make these changes. There are several ways you can connect with your vendors. More information and detailed instructions can be found in our help center here.

I'm not a Bill.com customer but I'm afraid of my business bills not being managed properly during Coronavirus measures. How quickly can I get onboarded and send payments in Bill.com?

Onboarding is easy! Sign up for a risk free trial here, sync to your accounting system, enter a bank account, create bills, approve bills (optional), and pay your bills. You can do all this in a matter of minutes. If you have the online bank login information, you can start paying bills right away. Connecting instantly will only take a few minutes. If you don’t have the online bank login info, it will take about 1-2 business days to verify the bank account.

The Small Business Administration has announced programs for businesses suffering hardships during this unprecedented time. Please follow these links for more information on how your business could qualify to get help. We will add more info here as they become available.

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