MTA NetBill Answers
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| Customer Verification Code (CVC) explained. | ||
Forgotten password or user name. |
Verifying payment. Disconnect notice after payment. Time to process ACH payments. Northrim Bank credit card. Combining bills into one account. Foreign address credit card. Virtual directory problem. Cookie warning. |
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If you have any other questions or concerns, feel free to contact us »
What is my Customer Verification Code (CVC)?
To protect the privacy of consumers, the FCC (Federal Communications Commission) has mandated that telecommunications companies ask their customers to create a confidential customer verification code (CVC) and use it to verify their identity when account information is being obtained. Your CVC can be 3 to 10 characters that are letters and/or numbers – no symbols and no spaces. Your CVC is required when you conduct certain types of transactions with MTA such as adding or removing services, asking billing questions, requesting copies of your statements, and setting up an MTA NetBill account.
To set up your NetBill account, you will need to enter the CVC exactly as you have established it with MTA. You will only need to enter it one time to verify your identity for signing up for NetBill. In the future, once your NetBill account is established, it will not be required when you log in.
If you do not remember your CVC, you can visit any MTA retail office and show government issued picture ID, or you can call MTA at (800) 478-3211 or 745-3211 from the main phone number listed at the top of your MTA statement (important if you have a consolidated statement). A MTA representative will then need to call you back at the same main phone number, at which time they can provide your CVC to you.
What do I do if I have forgotten my user name and/or password?
You should click on the “Forgot Your Password?” or “Forgot Your User Name?” links on the NetBill login screen, depending on your situation.
The “Forgot Your Password?” link will ask you for your user name and then ask for the answer to the security question you created when you set up your NetBill account. If the information matches exactly, a temporary password will be emailed to you to the email address you have listed in your NetBill account. To ensure that you are entering the password exactly as it is provided, you should “cut and paste” the temporary password from the email. This will prevent any password misspellings. Once you are logged in, you will be prompted to change your temporary password. When it prompts you for your old password, you will need to enter the temporary password that was emailed to you.
The “Forgot Your User Name?” link will ask you for the statement number and the email address you used when you created your NetBill account. Your username will be emailed to that address.
If you forgot both, you can go through the “Forgot Your User Name?” link first to get you username. Once you have that, you can go to the “Forgot Your Password?” link.
If you cannot remember the answer to your security question, the only thing we can do is delete your username(s) completely. Once that is done, you will have to sign back up for NetBill. However, you can re-use the username that was deleted. WE CANNOT CHANGE OR RETRIEVE FORGOTTEN PASSWORDS FOR SECURITY REASONS, NOR CAN WE CHANGE THE SPELLING OF USERNAMES.
How do I change my password or email address?
Once you have successfully logged into your NetBill account, go to “User Options” located on the top right of the screen. From there you can change your password and/or email address.
I have accidentally misspelled my username and would like it changed? Can you do this for me?
No, we cannot change usernames. The only thing we can do is delete the user completely so you can start over again. Contact us if you need your username deleted.
A password that worked before is not working now. What should I do?
If there are multiple usernames on the account, try your password with each of the usernames to see if you can get it matched up. If that works, we suggest that you request that we delete the other usernames to avoid future confusion.
If that doesn't work, we can delete the usernames and you can start over. You can use the same username once it has been deleted.
I keep trying to log into NetBill but nothing is happening. What do I do?
After about four failed attempts to log in, your account will be locked for security reasons and you will see this screen if you keep trying to log in:
Once that occurs, you will not be able to access your account until it is unlocked. Contact us to request that your account be unlocked.
How do I find out all the usernames for my account?
Once you are successfully logged into your NetBill account, go to “Account Settings.” All usernames on that account will be listed there.
I like to have all my bills online so I don’t have to receive paper copies in the mail. Can I do that with my MTA bill?
Absolutely! Once you have successfully logged into your NetBill account, go to “Account Settings” located on the left side of the screen. From there you can choose to keep receiving your printed bill or choose not to. NetBill will maintain an 18-month history of your bills in pdf format. Of course, you can always download these to your own computer.
Is there some way I can download my call details so that I can keep track of them in my own spreadsheet program?
Certainly. Once you have successfully logged into your NetBill account, go to “Invoice Detail/Download” or “Usage Detail/Download” on the left side of the screen. From there you can download the data in a comma delimited CSV format to sort and query in your spreadsheet program.
I didn’t see a response to the credit card (or ACH) payment I just put through. How do I know if it went through or not?
You can click on “Payment History” located on the left side of the screen. From there you will see the results (approved/declined) of your online payment transactions. Please be aware that payments made via mail or in person at one of our retail locations will not appear in this history. Only payments made through NetBill will appear. Also see the next question regarding approved ACH (checking or savings account) transactions.
I paid my account with my checking (or savings) account and got a transaction “approved” message but I still received a disconnect notice on my next bill. How can that be?
When an online payment is made through ACH (savings or checking accounts), the verification process on the payment is only looking at the bank routing and account numbers to see if they are valid. It is NOT confirming that you have sufficient funds in your account. If the payment is “approved,” that is simply telling you that the bank routing and account numbers were verified as being valid. The system will then process the payment until it actually hits your bank account and finds insufficient funds. At that point the payment will be declined just like it would if you wrote an actual check to pay your bill and there were not enough funds in your account to cover the check. The same “approved” status will also appear on your payment history, though your payment may ultimately be declined if there are insufficient funds in your bank account.
How long does it take an ACH (checking or savings) payment to appear on my bank account?
It can take six working days for payment to appear on your account.
I am trying to pay my bill online with a Northrim Bank credit card, but it won’t let me. Why not?
Currently, Northrim Bank has chosen not to participate in the Verisign validation process. Because of that, a Northrim Bank credit card cannot be validated because NetBill utilizes that Verisign validation process to complete online transactions. You will need to use a different credit card that is not from Northrim Bank or use the ACH payment option (checking or savings account).
I have several different bills and I really don’t want to have to create a different username for each one. Is there something I can do about that?
If all the accounts are under the same customer number you can be made a “superuser” after you have created at least one NetBill account. Once made a superuser, that single user can see all the accounts under that same customer number.
There are a few things to remember though:
1. The accounts must all have the same customer number (it won’t work for different customer numbers). The customer number is the first six digits of the statement number found on your bill.
2. You must create at least one NetBill account before you can be made a superuser.
3. You will still have to go into each account individually to make payments (i.e., you cannot make just one online payment and have it applied to all the accounts).
4. If you want an email response for your online payment for each of the accounts, you will need to set up an account for each statement. That will allow you to provide an email address for notification purposes. You will only receive email notifications for those accounts that have email addresses set up.To request to be made a superuser, contact us.
Can I use a credit card with a foreign billing address on NetBill?
At this time NetBill is set up for standardized U.S. addresses only. It cannot verify any foreign address. Therefore, only credit cards that have U.S. billing addresses can be used. However, you can always utilize the ACH (checking or savings account) payment option as an alternative.
I am attempting to sign in to MTA NetBill and getting this message, “There is a problem connecting to the virtual directory.” How do I fix this problem?
This message may appear with or without a login box. If you are getting this message it is because your security settings are not correct. If you are using Internet Explorer version 5.0 or higher, do the following:
1. Open Internet Explorer.
After applying these changes the problem should be resolved. If you are using an older version of Internet Explorer (4.0 or older), you will need to upgrade your browser in order to obtain connectivity with NetBill. If you are receiving a generic “Internet Explorer cannot display the webpage” message, it could be for the same reason so you should check your security settings as noted above. These security settings are necessary in order for NetBill to comply with current Payment Card Industry (PCI) requirements and provides our customers with a secure environment for conducting online financial transactions.
2. Go to “Tools,” then “Internet Options.”
3. Click on the “Advanced” tab.
4. Scroll to the bottom of the “settings” box to “security” options.
5. See if the boxes next to “Use SSL 3.0” or “Use TLS 1.0” are checked.
6. If not checked, click on the boxes (it is okay if both are checked).
7. Click on “Apply” to apply the changes.
What do I do if I am getting a warning about cookies?
The pink messages below appears if you do not have First Party Cookies enabled on your computer, or if your firewall is not allowing the cookies.
Below are instructions for enabling cookies in various Internet browsers, for MTA NetBill (https:// mtasolutions.dpnetbill.com). If you continue to have problems, please contact the Help Desk.
Internet Explorer 6.x and 7.x
• Select "Tools | Internet Options..." from the main menu.
• Change to the "Privacy" tab.
• Click "Advanced..."
• Check "Override automatic cookie handling."
• To enable: Select "Accept" for "First-party Cookies" and "Third-party Cookies" Check "Always allow session cookies."
• To disable: Select "Block" for "First-party Cookies" and "Third-party Cookies" Uncheck "Always allow session cookies."
• To get a prompt: Select "Prompt" for "First-party Cookies" and "Third-party Cookies" Uncheck "Always allow session cookies."
• Click "OK."Internet Explorer 5.x
• Select "Tools | Internet Options..." from the main menu.
• Change to the "Security" tab.
• Click "Custom Level..."
• Scroll down to the "Cookies" section.
• To enable: Set "Allow cookie that are stored on your computer" to "Enable" Set "Allow per-session cookies" to "Enable."
• To disable: Set "Allow cookie that are stored on your computer" to "Disable" Set "Allow per-session cookies" to "Disable."
• To get a prompt: Set "Allow cookie that are stored on your computer" to "Prompt" Set "Allow per-session cookies" to "Prompt."
• Click "OK."Internet Explorer 4.x
• Select "View | Internet Options..." from the main menu.
• Change to the "Security" tab.
• Select "Custom" and click "Settings..."
• Scroll down to the "Security" section.
• To enable: Select "Always accept cookies."
• To disable: Select "Disable all cookie use."
• To get a prompt: Select "Prompt before accepting cookies."
• Click "OK."
Mac IE 5.x
• Click Edit.
• Select Preferences.
• Under the Receiving Files option, select Cookies.
• Under "When receiving cookies:" select the desired level of cookie acceptance.
• Under "When receiving cookies:" select the desired level of cookie acceptance.
• Click OK to finish.
Mac IE 4.x
• Go to My AOL on the menu bar.
• Pick WWW.
• Go to the Advanced Settings option on the Category menu.
• Click "Cookies."
• When receiving cookies: Click "Never Ask."
• Click OK.
Opera 7.x
• Select "Preferences..." from the File menu.
• Select "Privacy."
• To enable: Select "Enable cookies."
• Click "OK."Netscape Communicator 6.x
• Select "Edit | Preferences..." from the main menu.
• Select "Privacy and Security | Cookies."
• To enable: Select "Accept all cookies" or "Accept only cookies that get sent back to the originating server."
• To disable: Select "Disable cookie."
• To get a prompt: Check "Warn me before storing a cookie" and select "Accept all cookies" or "Accept only cookies that get sent back to the originating server."
• Click "OK."Netscape Communicator 4.x
• Select "Edit | Preferences..." from the main menu.
• Select "Advanced."
• To enable: Select "Accept all cookies" or "Accept only cookies that get sent back to the originating server."
• To disable: Select "Disable cookie."
• To get a prompt: Check "Warn me before accepting a cookie" and select "Accept all cookies" or "Accept only cookies that get sent back to the originating server."
• Click "OK."
Netscape Navigator 3.x
• Select "Options | Network Preferences..." from the main menu.
• Change to the "Protocols" tab.
• Navigator 3.x does not have an option to completely disable accepting cookies.
• To get a prompt: Check "Accepting a Cookie" under "Show an Alert Before."
• Click "OK."
AOL 8.0
• From the AOL Toolbar, select Settings.
• Select Preferences.
• Select Internet Properties (WWW).
• Select the Privacy tab.
• Select Advanced.
• Deselect override automatic cookie handling button.
• Click OK to exit.
AOL 7.0 with IE 6.x
• From the AOL Toolbar, select Settings.
• Select Preferences.
• Select Internet Properties (WWW).
• Select the Privacy tab.
• Select Advanced.
• Deselect override automatic cookie handling button.
• Click OK to exit.AOL 7.0 with IE 5.5
• From the AOL Toolbar, select Settings.
• Select Preferences.
• Select Internet Properties (WWW).
• Select the Security tab.
• Select the Custom Level tab.
• Under "Allow Cookies that are stored on your computer" click "Enable."
• Under "Allow per-session cookies (not stored)" click "Enable."
• Select OK, Yes you want to save the settings.
AOL 6.0
• From the AOL Toolbar, select Settings.
• Select Preferences.
• Select Internet Properties (WWW).
• Select the Security tab.
• Select the Custom Level tab.
• Under "Allow Cookies that are stored on your computer" click "Enable."
• Under "Allow per-session cookies (not stored)" click "Enable."
• Select OK, Yes you want to save the settings.
AOL 5.0
• Go to My AOL.
• Pick WWW.
• Click the Security tab.
• Go to Custom Level.
• Scroll down to find Cookie.
• Click "Enable."
• Click OK.
AOL 4.0
• Click on Preferences.
• Select on the WWW button.
• Click on the Advanced tab.
• Select the "Accept all cookies" checkbox.
AOL for Windows 3.1
Browser does not give you the ability to turn off cookies. If enabling the first party cookies does not take care of the problem, check your firewall settings to be sure cookies are not being blocked or try turning off the firewall and then logging in to NetBill.
If you have any questions or concerns regarding MTA NetBill, feel free to Contact us. |