ePay Application FAQs

Payment files transmitted prior to 2:30 PM (Central Time) are processed on the same day, subject to certain limitations. Payment files transmitted after 2:30 PM (Central Time) are processed on the next business day. Payments are not processed on weekends or Federal holidays.

Click the Forgot Password link on the log in page. If you are still unable to log in, contact GHX Customer Support. See Contact GHX for Help.

I paid the correct amount however the incorrect invoice number was recorded.

Contact the ePay Support Team. Support will notify the supplier and ensure the payment is handled appropriately. See Contact GHX for Help.

I entered the payment to the incorrect vendor.

  1. Submit an offsetting credit in the amount of incorrect invoice total and communicate the credit invoice number to the ePay Support Team. See Contact GHX for Help.

  2. Ensure the correct payment is made where necessary.

Click Dashboard on the main tool bar, identify the report date and click Run Dashboard. Details regarding files are shown in the green Current Day Dashboard section of the report. All files stop in the Invoice page before moving to the Invoice page. Therefore, files may be shown in the “Files received and loaded: DATE” or the “Exceptions in Pending: DATE” section of the report.

Contact GHX Customer Support by filling out the form on the web page located on each screen within the application to open a ticket with our trained Support team. Call GHX Customer Support at 1-888-392-5401or send an email to epay.support@ghx.com and a Customer Support Team member will reset your password. Our office hours are Monday through Friday, 8:00 AM to 5:00 PM (Central Time).

ePay Support is following up with suppliers every seven days until a remittance is charged. If a remittance has not been charged within 21 days, ePay Support opens a case and works with the supplier to resolve any outstanding issues. If there is a discrepancy that we cannot resolve, we collect all necessary information and give it to the provider to make a decision on how to proceed.

Settlement files are received daily from Visa and MasterCard at various times during the day for charges that occurred on the previous business day. Friday settlements are loaded on Saturday. Files are loaded and auto matched every two hours.

Since files are received at various points throughout the business day, it is possible the Visa or MasterCard file for an organization has not been received that day.

To export and save found records:

  1. Click Export to Excel. The File Download dialog box opens.
  2. Click Open. The Microsoft® Excel application opens.
  3. To save the exported file, select a file location, name the file and click Save.

There are occasions when a supplier may split the charging of a batch. A matching exception report is reviewed and managed daily by ePay staff. Manual matches are completed daily during this review process. Any outliers or exceptions are noted otherwise and researched with the supplier for resolution.

Typically, the supplier will notify ePay staff if a batch is received with an issue. One example of this would be if an invoice was processed that is not recognized by the supplier. In this example, the supplier would be directed to charge the remaining portion of the batch to the credit card. The customer will receive a notification from their Support Representative of the errant invoice for further resolution.

Users can pull settlement queries based on any date parameters entered. The monthly Virtual Card Reconciliation Report generates to provide month-end information based on virtual card payments originated through ePay as compared to the settlements for the calendar month. If a customer has a settlement statement cycle that is different from the calendar month, the reporting period will equal the settlement statement cycle that occurred that month.