You have questions? We have answers.
We've provided our most frequently asked questions so you can quickly find answers to your questions. Should you need additional assistance, please contact the TouchPay Customer Service team at (866) 204-1603.
CUSTOMER SERVICE
Q: What are your Customer Service business hours and contact information?
A: TouchPay's Customer Service team can be reached at (866) 204-1603, and they are available:
- Monday - Friday: 7:00 a.m. to 7:00 p.m. CST
- Saturday: 9:00 a.m. to 5:00 p.m. CST
- Sunday: 1:00 p.m. to 5:00 p.m. CST
ACCOUNT QUESTIONS
Q: Why do you need all of my personal information to set up my account?
A: Your information is required in order to verify your identity. By doing so, the probability of fraud is reduced.
Q: Is there a fee to set up an account?
A: No. There is no fee to set up an account.
Q: How can I get my account password if I've forgotten it?
A: There is a Forgot your password link on the login page. Select this link, complete the requested information and your password will be emailed to you.
Return To TopDEPOSIT METHODS & AVAILABILITY
Q: How can I make a deposit ?
A: You can make a deposit 24 hours a day, 7 days a week, and 365 days a year with TouchPay:
- Cash
- Visa and MasterCard credit/debit cards
- American Express and Discover credit cards
- Visa and MasterCard credit/debit cards
- American Express and Discover credit cards
- PayPal
- Visa and MasterCard credit/debit cards
- American Express and Discover credit cards
- Cash
- Visa and MasterCard debit cards
- Visa and MasterCard credit/debit cards
- American Express and Discover credit cards
- 1. At our kiosk machines located at the agency office (if available at agency)
- 2. Online at our website
- 3. Toll free by phone with our IVR (Interactive Voice Response) system
- 4. Retail locations
- 5. Through one of our countertop terminals (if available at agency office)
Q: How can I find out where a kiosk is located?
A: Please contact TouchPay Customer Service at (866) 204-1603 for more information.
Q: If my credit card is declined, is there another way to make a deposit?
A: You have the option to make a deposit by depositing cash directly at the TouchPay kiosk located inside the facility (based on availability at agency office).
Q: How can I make a deposit if I do not have a social security number?
A: You can make your deposit by depositing cash at a kiosk inside the agency office (if available at the agency office).
Q: What are my alternatives to make a deposit if my account has been suspended due to declined or too many credit card transactions?
A: You can make a transaction using cash at the TouchPay kiosk located inside the agency office (based on availability at agency office).
Q: How long does it take for the deposited funds to be credited to the recipient’s account?
A: Typically, deposits can post to the recipient's account in 1-3 business days, depending on the agency.
Q: Is there a fee to make a deposit?
A: Yes. There is a convenience fee to use TouchPay's services. The amount of the fee will be made available to you before you complete your transaction, and it will also be included on your receipt.
Q: What is the minimum/maximum amount you can deposit?
A: Minimum and maximum deposit amounts vary per agency and deposit method. Please contact TouchPay's Customer Service team for specifics at (866) 204-1603.
Q: How do I make a payment at a retail store?
- A:
- Register or log in to your TouchPay account.
- Start the process to make a payment online. When you arrive at the screen to select your payment method, select “Walk-In Retail.” At this point you will be able to see what participating stores are near you.
- Once you’ve generated your pay slip, bring the slip and your payment to a participating retail store.
- Keep your receipt as confirmation of your payment
Q: What types of payment are accepted at a retail store?
A: Only cash and debit card payments are accepted at participating retail stores.
Q: How do I find what retail stores will accept TouchPay payments?
- A:
- Register or log in to your TouchPay account.
- Start the process to make a payment online. When you arrive at the screen to select your payment method, select “Walk-In Retail.” At this point you will be able to see what participating stores are near you.
Q: What are my options to make a payment with cash?
A: Some child support agencies accept cash payments on site at their local office(s). Some may also accept cash payments from participating retail stores. To learn how to make a payment at a local retail store, click here.
Q: How do I make a payment with Venmo?
A: Venmo payments are available through PayPal while using a mobile web browser. Please refer to Getting Started Purchasing with Venmo Online for more information.
Return To TopDEPOSIT REFUNDS & TRANSFERS
Q: Can I get a refund on a deposit?
A: Each deposit is made based on your request and specifications. Once a deposit has been made successfully, TouchPay can no longer refund, reverse or change the transaction.
Q: If I make a deposit to the incorrect account, can it be reversed?
A: If the funds have been successfully sent to the agency, you will have to contact the agency to attempt to reverse them. Please verify all information before completing your deposit.
Return To TopTROUBLESHOOTING
Q: Why has my account been temporarily suspended?
A: Your account could be suspended due to the following reasons:
- You've exceeded the amount of user login attempts our system allows. If you've forgotten either your user name or password: your user name is your complete email address, and you can select the Forgot your password link on the login page to have your password emailed to you.
- You've exceeded the number of payments allowed. Please contact TouchPay's Customer Service team for specifics at (866) 204-1603.