MTA NetBill Answers

With MTA NetBill, you can view current and previous statements, make one-time or automatic recurring payments, keep printed statements or switch to non-printed, and download statement details — safely and for FREE! Sign up »

Forgotten password or user name Changing password or email address Spelling Correction for user name Malfunctioning password Malfunctioning log in List of user names for an account Online billing instead of paper Placing call details into a spreadsheet

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

If you have any other questions or concerns, feel free to contact us »

What do I do if I have forgotten my MTA NetBill Password and/or User Name?

Click the “Forgot Your Password?” or “Forgot Your User Name?” link on the MTA NetBill Login screen.

The “Forgot Your Password?” link will ask for your User Name and the answer to the security question you created when you set up your MTA NetBill account. If the information matches exactly, a temporary password will be sent to the email address you listed in your MTA NetBill account. To ensure that you are entering the password exactly as it is provided, you should “cut and paste” the password from the email. This will prevent any password misspellings. Once you are logged in, you will be prompted to change your password.

The “Forgot Your User Name?” link will ask for the statement number and the email address you used when you created your MTA NetBill account. Your User Name will be emailed to that address.

If you forgot both, use the “Forgot Your User Name?” link first. Once you have that, you can use the “Forgot Your Password?” link.

If you cannot remember the answer to your security question, contact us to remove your old MTA NetBill account. Once that is done, you can set up a new account with the same or a new User Name. If you have us remove your account information, please be aware that you will need your customer verification code in order to set up a new account, even if you choose to use the same User Name as before.

For security reasons, we cannot change or retrieve forgotten Passwords, nor can we change the spelling of User Names.

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How do I change my Password or email address?

Once you have successfully logged into your MTA 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 accidentally misspelled my User Name and would like it changed. Can you do this for me?

To change a User Name, contact us to have your MTA NetBill account removed. Once that is done, you can set up a new account with a correct User Name.

A Password that worked before is not working now. What should I do?

If there are multiple User Names on the account, try your Password with each of the User Names to see if you can get it matched up. If that works, we recommend that you contact us to remove the other User Names, to avoid future confusion.

Another option is to go through the "Forgot Your Password?" link to reset your Password. The new Password should allow you into your account, provided your account has not become locked due to too many failed attempts.

If neither of these solutions work, contact us to delete all of your MTA NetBill User Names. Once that is done, you can set up a new account with the same or a new User Name.

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I keep trying to log into MTA NetBill, but nothing is happening. What do I do?

After about three failed attempts to log in, your MTA NetBill account will be locked for security reasons. Once that occurs, you will not be able to access your account until it is unlocked. Contact us to unlock your MTA NetBill account.

How do I find out all the User Names for my MTA NetBill account?

Once you are successfully logged into MTA NetBill, go to “Account Settings.” All User Names on that account will be listed.

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 MTA NetBill?

Absolutely! Once you have successfully logged into MTA NetBill, 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. MTA NetBill maintains a 12-month history of your bills in pdf format. To keep records for a longer period, you can download these files onto your own computer.

Can I place my Call Details into my own spreadsheet program?

Certainly. Once you have successfully logged into MTA NetBill, 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 own spreadsheet program.

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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 “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 an MTA store will not appear in this history. Only payments made through MTA NetBill will appear. Also, see the next question regarding approved ACH (checking or savings account) transactions.

I paid 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 sufficient funds. 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 as 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 up to 6 working days for the payment to appear on your account.

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I am trying to pay my bill online with a Northrim Bank credit card, but it won’t let me. Why not?

Northrim Bank does not participate in online transactions that are secured by a VeriSign certificate, like MTA NetBill. Because of that, a Northrim Bank credit card cannot be validated by MTA NetBill. You may use a different credit card or make an ACH payment (checking or savings account).

I have several different bills and I don’t want to have to create a different User Name for each. Is there something I can do about that?

If all the accounts are under the same customer number, you can become an MTA NetBill “superuser.” A superuser can see all the accounts listed under a single customer number. Things to know about being a superuser:

1. The accounts must all have the same customer number. It won’t work for different customer numbers.
2. You must create at least one MTA NetBill account before becoming a superuser.
3. Superusers still open each account individually to make payments. You cannot make one online payment apply to all accounts.
4. To receive an email response for payments to each account, a superuser can 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.

If you would like to become an MTA NetBill superuser, contact us.

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Can I use a credit card with a foreign billing address on MTA NetBill?

At this time, MTA NetBill is set up for standardized U.S. addresses only. It cannot verify any foreign addresses. Therefore, only credit cards that have U.S. billing addresses can be used. You can make an ACH (checking or savings account) payment as an alternative.

I am attempting to sign in to MTA NetBill and I am getting a message that says, “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, you will need to do the following:

1. Open Internet Explorer
2. Go to “Tools,” then “Internet Options”
3. Click on the “Advanced” tab
4. Scroll to the bottom of the “settings” box and locate the “security” options
5. Look and see if the boxes next to “Use SSL 3.0” or “Use TLS 1.0” are checked
6. If they are not checked, click on the box to select (it is okay to have both checked)
7. Click on “Apply” to apply the changes

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.

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What do I do if I am getting a warning about cookies?

A warning message may appear if you do not have First Party Cookies enabled on your computer, or if your firewall is not allowing the cookies. Here are easy step-by-step instructions for enabling cookies on a variety of Internet browsers:

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 MTA NetBill.

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If you have any other questions or concerns, contact us »