Common Questions From AHCCCS Members


Frequently Asked Questions About Online Premium Payments


 

Enrollment and Login

Q: How Do I Enroll for Online Payments?

A: First, you will need your account (group) number and your zip code.

Then review the "AHCCCS Online Premium Payment Scheduling Guidelines" Acknowledgment screen.

If you agree to the guidelines and wish to proceed with an on-line payment, select the "I Agree" button that confirms you have read, understand and agree to abide by the guidelines. Selecting the "I Disagree" button confirms that you have read, understand and disagree to abide by the guidelines and do not want to make an on-line payment.

At the next screen, enter your account number and zip code in the "Enroll" section on the right hand side of the screen. Click on "Click here to view Terms and Conditions". If you have read, understand and agree to the Terms and Conditions, click "I Agree" at the bottom of this screen.

Finally, click the "Enroll Now" button.


Q: Where can I find my account number?

A: You can find your account number on a recent statement. The account number is located in the upper right hand corner of your statement.


Q: Who can I contact if I am unable to log in?

A: Please select "Contact Us" from the left menu.


Q: What if I forget my password?

A: For security reasons, we ask that you reset a new password. Click on "Forget your Password?" on the login screen, you will then be asked your challenge question from when you originally enrolled.


Q: Do I need any special hardware or software to sign up for the Remote Payments Online service?

A: No special hardware or software is required to use this service. You will only need Web access and your browser.


Q: Is there a fee for AHCCCS Online Payment service?

A: There is no cost for enrolling in and using the AHCCCS Online Payment site. See the service Terms and Conditions for complete details.


Q: If an account is in a name other than my own, can I still sign up for the Online Payment service?

A: Yes, but please be sure to use the correct account number as it appears on the monthly statement.


 

How Can I Pay

Q: What types of credit cards are acceptable?

A: You may use your MasterCard, Visa, American Express credit cards or debit cards.


Q: Can I make an online payment using my bank account?

A: Yes, you may enter your banking information from a personal checking, personal savings, business checking or business savings account. You will need your account number and the ABA routing number for the banking institution.


Q: How do I add new bank account information?

A: Under the Manage Profile link, click on the Payment Accounts link, you can delete, modify, or add new bank account information there.


 

When Can I Pay

Q: After enrolling in the AHCCCS Online Payment service, when can I start paying my bills?

A: After you complete and submit the information on the enrollment screen, your service will be activated immediately. You can then access the Online Payment service to pay a Premium current bill.


Q: Can I make an online payment on the last day of the month and not lose my coverage?

A: If the last day of the month is a normal weekday (not a weekend or Federal holiday) and the online payment is completed by 4:30 p.m. Mountain Standard Time, your payment will post that evening to your account. If the last day of the month is on a weekend or Federal holiday, your payment will not post until the end of the next normal business day and your coverage could be lost. We suggest you schedule your payment for at least three business days before the actual payment due date.


Q: If I make an online payment on a Saturday, Sunday or Federal holiday, when will it post to my account?

A: Your payment will process the following normal business day after 4:30 p.m. Mountain Standard Time.


Q: How far in advance can I make a single payment?

A: A single payment can be scheduled up to 45 days from the current date.


Q: How far in advance of the due date, should I schedule my payments?

A: We suggest you schedule your payment for at least three business days before the actual payment due date.


Q: Can I schedule recurring automatic payments from my credit card or bank account to pay my premium?

A: Yes, you can schedule an automatic payment based on the information you select:

  • Upon Receipt - As soon as your bill is ready (first business day of the month)
  • On the due date - the 15th of the month or if the 15th is a holiday or a week-end, it will be the next business day after the 15th of the month.

Q: If my payment is past due, can I still make a payment?

A: Yes.


Q: If my account was terminated for non-payment of the Premium, can I still pay my outstanding balance?

A: Yes, you can make payments for outstanding balances.


 

How Do I Know the Payment was Received

Q: How can I confirm that a payment has been made?

A: After the payment date, check the status of the payment by looking at the Online in " Payment History." If the status is "Complete," then the payment has been sent to AHCCCS. You can also contact your bank to check if the funds have been withdrawn from your bank account.


Q: How do I view my online payment history?

A: For enrolled clients, click on the online payment history link and you will be able to view all online payments made and the status of the payment.


Q: When is the money for the payment drawn from my bank account or credit card?

A: The funds for the payment will be debited from your account on the scheduled payment date. Keep in mind that you should always have funds available to cover the payment on that date.


 

What if I Have Questions, Problems or Changes

Q: Who do I call if I have a question regarding my bill?

A: If you have a question regarding :

  • Change of address
  • Change in the amount of the premium payment
  • Request ID cards
  • Verification of enrollment
  • Cancel coverage
  • Changes in income

Speak to an Eligibility Customer Service representative: 602-417-5437 or 1-877-764-5437.

If you have a question regarding the payment of a bill, speak to a Premium Billing customer service representative.
Call: 602-417-4254 or 1-888-827-4420


Q: What if the balance due is incorrect?

A: The system displays all current and overdue balances as of the beginning of the business day. If a payment was made on the current day, it will not be reflected in the balance until the next business day. If you believe your balance is still incorrect, please contact an Eligibility customer service representative.
Call: 602-417-5437 or 1-877-764-5437


Q: What do I do if the payment date is incorrect?

A: If the payment date is incorrect and the payment shows that it is " pending", reschedule the payment with the correct date. If the payment has processed, you cannot change the payment date.


Q: How do I cancel a payment?

A: Payments can be canceled up to 4:30 pm Mountain Standard Time on the date of the payment or the due date. Once you have made a payment, go to the " Online Payment History"  screen. Select DELETE for the payment you would like to cancel and confirm it is the correct payment to delete.


Q: How do I cancel my Online Payment service?

A: You can cancel the service yourself by de-enrolling your account. Go to the Manage Profile link and click on " Change Personal Information" .


Q: Can I make a payment greater than my regular monthly payment amount?

A: No. You can only pay the total amount due for your account.


Q: My payment has cleared my bank but has not posted to my account. What should I do?

A: Contact a Premium Billing customer service representative.
Call: 602-417-4254 or 1-888-827-4420


Q: What does this message mean?

A: " MEMBER: com.princtonecom.d2.app.epaybil.actions.ConsumerLoginAction: Reload"

Your case is not available for online payments. If you have a question regarding this issue speak to a Premium Billing customer service representative.
Call: 602-417-4254 or 1-888-827-4420


Q: How do I contact Premium Billing?

A:

Call Center hours are Monday through Friday 10am - 4pm (MST)

  • For Billing Questions:
    • Call:
      • Maricopa County: 602-417-4254
      • Statewide: 1-888-827-4420
  • For the Customer Service Center
    • Write:
      AHCCCS Premium Billing
      701 E. Jefferson, MD 5400
      Phoenix, AZ 85034