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Frequently Asked Questions

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General Information

  • What is Bill Express?

    Bill Express is a bill payment product offered by GraceKennedy Money Services. Launched in 2000, Bill Express offers bill payment services through a network of operators in the Caribbean islands of Trinidad and Tobago, Guyana, Grenada, Jamaica and the Eastern Caribbean.

    Customers worldwide may also make bill payments to multiple billers easily and conveniently, by accessing the brand’s website at www.billexpressonline.com.

    The service allows customers to make payments to most utility companies including electricity, telephone and water bills in addition to several other billers together with cable companies and Internet service providers.

  • What is the connection between Bill Express and GraceKennedy Limited?

    GraceKennedy Money Services is a wholly owned subsidiary of GraceKennedy Limited. It is under GraceKennedy Money Services that the Bill Express brand was created along with other products such as FX Trader, their Currency Trading Service and Western Union, their Remittance Service.

  • In what other markets does Bill Express have a presence?

    Jamaica, Trinidad & Tobago, Guyana, Grenada, Anguilla, Antigua, St. Kitts and St. Vincent

  • Is there a formal contract in place between Bill Express and the companies it collects for?

    Yes, Bill Express ensures that an “Agency Collection Agreement” is duly executed before commencement of collections on behalf of a “Payee”

  • How soon after payment is made does my account at the Billing company gets credited?

    Customers’ payment information is sent to the Billing Company by close of business on the day the payment is received (end of day).

  • Does it cost me to use Bill Express?

    There is a fee to use the service in some markets. Click here to get the various fees charged in each market.

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Bill Express Online

  • What is billexpressonline.com?

    Billexpressonline.com is an online facility offered by Bill Express to accommodate payment of bills via the Internet.

  • Can I make a bill payment from anywhere in the world?

    Yes. Once you are paying a billing company listed under our list of billers, you can use the www.billexpressonline.com service from anywhere in the world. Online bill payment is not yet available for billers from the other countries where Bill Express operates.

  • How does billexpressonline.com bill payment work?

    Persons interested in paying bills via BillExpress Online, will first have to register and set up the Billing Companies to be paid. The customer then has to log in to the web site and use a credit card (Visa, MasterCard) to make the payment. Click here to register.

  • How soon after I have registered and set up my account may I start to use the service?

    After the registration process is completed.

  • How secure is the billexpressonline.com bill payment facility?

    The billexpressonline.com facility is very secure. It uses state-of-the-art encryption to protect the integrity of the customer and the credit card used.

  • For services requiring user payment what options are available for payment?

    Currently, payments can be made using only credit cards, i.e. Visa or MasterCard.

  • How do I cancel the facility?

    Users do not have to cancel the facility since transactions are only done by them. However, their user account can be de-activated.

  • How do I change personal information?

    You can log onto the billexpressonline.com website and change personal information through through “My Profile”

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Registration

  • If I haven’t signed up can I still access the web site?

    Visitors may view and access the website, however, you will not be able to do a transaction without registration.

  • What happens if I forget my password?

    Click the “Forgot password” link and follow the instructions. A secured link will be sent to the e-mail address in your profile. You will then be prompt to change that password.

  • How private is the personal information entered through the web site?

    Your information is private and confidential and will not be divulged to third parties.

  • Can other persons log in to my account and access information or pay bills?

    This is possible only if information is disclosed to third parties by the accountholder.

  • Can other persons change my registration information?

    Changes to your information is only possible after log-in and therefore cannot be achieved without the account password.

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Payment

  • What happens if my credit card payment is declined?

    The payment process will be incomplete. Therefore, no payment will be made to the respective billing company.

  • What happens if I lose my payment confirmation number?

    This information is readily available in your account history.

  • What happens if I make a payment to the wrong account?

    We recommend that you contact the Billing Company to seek remedy for the error.

  • What is the exchange rate used in computing the payment amounts?

    The exchange rate is the rate that is posted on the website and can be displayed when choosing currency for bill payment. The rate is updated on a daily basis based on published rates from the central bank in each territory.

  • What do I do if my payment has not been received or credited to my account?

    Contact the Bill Express Operations Centre by e-mail at info@billexpressonline.com or telephone 1-888-555-5555 toll-free (Jamaica), 1-868-623-6000 toll-free (Trinidad) and 1-592227-5147 (Guyana) (see contact information).

  • How can I confirm that a payment has been made?

    This can be determined by contacting the Bill Express Call Centre or by making contact with the Billing Company. In addition, you can check your credit card status to verify if any charges were removed.

  • How do I see my past payment history?

    Simply log in and select the “Payment History” option on the web site.

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