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E-Gov Travel

Frequently Asked Questions

GSA Cardholder Frequently Asked Questions (FAQs)

PaymentNet Login FAQs

1. How do I log in to Paymentnet?

A. Click on the following link to log into the Paymentnet website:
https://gov1.paymentnet.com/Login.aspx
B. In the Organization ID field enter DHHSSP2.
C.  Enter your user ID.
You user ID will be your first initial of your first and last name and the last six digits of your card. Example: For John Doe’s card ending in 123456, his user id would be JD123456.
D. Enter your Pass Phrase. Pass Phrase.
Note* First time users must click ‘Forgot Your Pass Phrase?’ and the system will generate a temporary password and email it to the email address provided in the application. You will be required to change your pass phrase on the first login.

2. How do I obtain my login ID (Organization ID or User ID)?

To obtain your Organization ID or User ID please contact your A/OPC.

3. My User ID is not functioning. What should I do?

If your User ID is not functioning, please verify that your Organization ID, User ID, and Pass Phrase are correct and try logging in again. If your account has been disabled, contact your A/OPC to have your PaymentNet user access reactivated.

4. I forgot my pass phrase. How do I reset it?

A. On the PaymentNet login page, select the Forgot your Pass Phrase link.
B. On the Login Assistance page, enter your Organization ID, User ID, and E-Mail Address.
C. Click Submit. An e-mail with a new temporary pass phrase will be sent to the e-mail address associated with the User ID. If the e-mail address is incorrect or does not match the e-mail address entered on your application, please contact your AOPC to unlock and reset your PaymentNet account.

5. My pass phrase requires special characters. What is considered a special character?

Special characters for pass phrases include: !, @, #, $, %, ^, &, *, +, =, -, and ?.

6. How often will I need to change my pass phrase?

The duration of your pass phrase depends on your agency/organization.

7. How do I change my e-mail address associated with my PaymentNet User ID?

A. In order to change the e-mail address associated with your PaymentNet ID, click the My Profile icon
B. On the General Information tab of the My Profile screen, you can update your e-mail address in the E-Mail Address field.
C. Click Save.

PaymentNet Statements and Payments FAQs

1. How do I access my statement?

To view your most recent statement:
1. Click the My Profile icon
2. On the My Profile page, select the Accounts tab.
3. Click the statement icon.
4. The current billing cycle statement is displayed on the Statement Detail page.

2. How do I select my statement delivery options (paper or electronic statements)?

Your statement can be delivered electronically or via the mail (paper).
1. In order to select your statement delivery options, click the My Profile icon.
2. On the My Profile page, select the Accounts tab.
3. From the Statement Delivery drop-down list, select Electronic, Electronic with Reminder, or Mailed.
4. Click Save.

3. How do I view my correct statement balance?

In order to see your correct statement balance, you can either look at your paper statement or download an electronic statement. To download the electronic statement:
1. Select Statement from the Transactions menu.
2. On the Statement Detail screen, click Download Statement.
3. Enter the Password. This password is used only to download the statement and protect sensitive information.
4. Enter the password again in the Confirm Password field.
5. Click OK. You will be directed to the Available Downloads screen.
6. Once the status of the submitted statement is successful, click on the statement name.
7. On the File Download window, click Open.
8. To open the file, enter the Password and click OK. The downloaded statement will be identical to a mailed statement and displays the current amount due.

4. How do I set up a one-time payment?

In order to make a payment using PaymentNet, your bank information must first be configured. Please see “How do I add my bank information?” To make the one-time payment:
1. Select Create from the Payments menu.
2. On the Payment Detail screen, select the Account Number for which you are making the payment.
3. If more than one bank is set up, select the Bank Description from the drop-down list.
4. Enter the Payment Amount. The Payment Amount should be the amount found on your statement. To view your most recent statement, see “How do I view my correct statement balance FAQ?”
5. Enter the Payment Date (MM/DD/YYYY format).
6. Click Submit. A dialog box appears verifying the payment information.
7. Click OK to continue with the one-time payment.

5. How do I add my bank information?

In order to make a payment using PaymentNet, your bank information must first be configured. To do this:
1. Click the My Profile icon.
2. On the My Profile page, select the Bank Information tab.
3. Click Add Bank.
4. Enter the following fields:
  ABA Routing Number
  Bank Account Type (Checking or Savings)
  Bank Account Number
  Description (between 4-50 characters)
5. Click Save.

6. How do I make a payment by phone?

Please call 1-888-297-0781 to make a payment by phone. The Customer Service team is available 24 hours a day for payment assistance.

7. My recurring payments are not functioning properly. What should I do?

If your recurring payments are not functioning correctly, please disable the recurring payments and make a one-time payment via PaymentNet or by phone. (See the How do I set up a one-time payment? and How do I make a payment by phone? FAQs for more information.)
To disable recurring payments:
1. From the Payments menu, select Manage.
2. On the Payments List, select the Recurring tab.
3. Select the recurring payment you would like to cancel.
4. On the Payment Recurring Detail screen, click Delete. A dialog box appears stating that the pending payments associated with the recurring payment may not be 5. impacted by canceling the recurring payment.
5. Click OK. NOTE: Please be aware that the next scheduled payment using recurring payments may still be processed. If this occurs, please contact Customer Service at 1-888-297-0781 to reverse the payment.

8. My payment incorrectly deducted from my bank account? Who should I contact?

If your payment was incorrectly applied, please contact Customer Service at 1-888-297-0781 for assistance.

9. My payment information is incorrect. How can I change my bank information?

If your bank information in PaymentNet is incorrect:
1. Click the My Profile icon.
2. On the My Profile page, select the Bank Information tab.
3. Select the existing bank from the list.
4. Update the bank information as necessary:
  ABA Routing Number
  Bank Account Type (Checking or Savings)
  Bank Account Number
  Description (between 4-50 characters)
5. Click Save.

10. I did not receive a payment confirmation. How can I see if my payment was submitted?

Payments are listed in PaymentNet for both payments made via the phone and payments made using PaymentNet. To view submitted payments:
1. Select Manage from the Payments menu.
2. The status of the payment is displayed on the Payment List. If the payment is pending, the payment was submitted.
3. If you do not see your payment on the Payment List, please re-submit via a one-time payment or by calling Customer Service at 1-888-297-0781.

11. I have already submitted my payment, can I make changes to it now?

If the payment is pending, changes to the amount, date, and bank may be made. If the payment is complete, you may call Customer Service at 1-888-297-0781 with questions.
To change a pending payment:
1. Select Manage from the Payments menu.
2. If the payment is pending, select the payment from the Payment List.
3. On the Payment Detail screen the Payment Amount, Payment Date, and Bank Description can be edited.
4. Click Submit to save the changes to the pending payment. A dialog box appears verifying the payment information.
5. Click OK to continue.
6. Click Delete to cancel the payment.

12. How do I view my transactions?

To view your transactions, select Manage from the Transactions menu. The Transaction List displays the last 30 days of all your transactions by default.
A query can be used to search for a specific transaction.
To search for a transaction:
1. Select the Advanced link on the Transaction List.
2. On the Advanced Query Transactions screen, enter the criteria for the search.
  Field - Available fields are listed in alphabetical order.
  Operation - Options depend on the field selected.
  Value - Enter or select the value in the appropriate field boxes. Dates should be in the MM/DD/YYYY format.
3. Click Process to run the query. Results are displayed on the Transaction List.

13. How do I view transactions that are awaiting my review?

1. On the Welcome page, select Transactions for review in the Items Awaiting Your Action section.
2. On the Transaction List, select a transaction.
3. Compare the transaction details (e.g., amounts) with your receipts.
4. Review accounting code allocations (default codes will appear) and make any changes.
5. Add any details to the Transaction Notes field, if needed.
6. Select the Reviewed check box, if applicable.
7. Click Save.

14. I do not see a detailed image of the convenience checks that I have used online. What should I do?

Please call 1-888-297-0781 for assistance with images of used convenience checks. The Customer Service team is available 24 hours a day.

15. How do I enable notifications for reports?

E-mail notifications are available in PaymentNet. In order to receive an e-mail when a report is available:
1. Click the My Profile icon.
2. In the Available Downloads section of the My Profile page, select the Reports check box.
3. Click Save.

Other PaymentNet FAQs

1. Where can I find additional information about PaymentNet?

Each screen in PaymentNet has a help section. Simply select Help For This Page from the Help menu. Additionally, tutorials are available for cardholders via the Learning Web Site (http://jpmorganlearning.com). Please contact your A/OPC to gain access.