Answers to Common Questions

How does the doxo business model work?

At doxo, we work with Providers to make it easier for consumers to pay bills, manage multiple accounts, and track payments on any device (tablet, mobile, desktop).  We offer both free and provider sponsored options. We have designed doxo to work with Providers a few different ways: The provider doesn’t need to do anything. As …

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How does doxo keep user information secure?

doxo’s state-of-the-art security measures keeps user information safe. All customer personal and payment information stored on doxo is encrypted (at 2048-bit) or tokenized (not stored at all) to ensure that user information is always secure. Ensuring to protect their data end-to-end, for all sensitive user data both in transit (over the internet) and at rest …

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How can I see payments in real time?

When you sign up for doxoDirect you get access to the doxo Control Panel for your business.  The doxo Control Panel allows you to see all payments made by doxo users to you from the moment they are scheduled, and, when you can expect to see those payments reflected in your bank account.

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How do billers get into the doxo directory?

The doxo network directory is crowd-sourced, meaning that billers are added by doxo users who add all of their household billers. Once a company has been added by a doxo user, doxo verifies the information provided by the user against a variety of sources, adds additional details, and publishes the profile to the network for …

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Can I remove my profile from the doxo directory?

Providers (billers) listed on doxo have been added by active users who are using doxo’s all-in-one bill pay capabilities to manage their list of billers, track due dates, and/or pay their providers.  The Directory profile and data for each Provider is used to ensure users are always paying the right party, and to ensure each …

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How much does doxo cost for users?

Payment fees can vary depending on many factors including; payment method selected by the doxo user, the number of billers they are paying through doxo, the participation of the billers (if they are a doxoDirect provider), and more.  Payment fees start at $0. All billers have the option to make some or all payments via …

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How does it work?

doxo is simple.  Users can make a payment using any supported payment method they choose (credit, debit, ACH, Apple Pay) to any biller in the network using any device. doxo, on behalf of the user, ensures that the funds are sent directly to the biller, with the provided biller user account information, in the fastest …

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Why do customers use doxo vs. paying at my website?

That depends.  Not everyone has the same needs, and certainly biller owned websites have many, many differences.  For many doxo users, it’s the ability to pay all of their bills from one account, using any of their preferred payment mechanisms, and manage those payments in one place.  For others, it’s the convenience of paying with …

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What is the payment posting policy?

The default payment completion date is usually the next available weekday after the processing period. Here are some helpful facts: When a customer schedules a payment, they will be shown the date of withdrawal and the date the payment is received by the biller.Credit and debit payments will spend 1 business day processing before being sent …

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doxoPLUS FAQ

What is doxoPLUS? doxo users can upgrade to doxoPLUS for $5.99 per month to get the 5 essential protections while paying their bills. The first protection is Private Pay Protection – with doxo, your payment account information is never shared with billers. The second is Identity Theft Protection – $1 Million in identity theft insurance, plus Identity restoration services. Protect …

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Printing Receipt

If you’re looking to keep a hard copy of your receipt, you can use your email provider’s printing function. View the emailed receipt in your browser, and then use either Control+P or Command+P or the “Print” button that your email service provides to start the printing process.

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I need a refund

If your payment is marked as “complete”, but the recipient doesn’t have it posted yet, please open a ticket with doxo User Support. Otherwise, check your email for the emailed payment confirmation receipt for instructions on how to cancel the payment. If the payment is able to be canceled, your refund will be processed immediately …

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Is doxo mobile-friendly?

doxo was created to facilitate convenience at every step, which means that the doxo mobile site is always optimized, in real-time, and specifically to users’ devices. You never have to worry about the devices your customers are using – we handle that. Mobile users constitute the fastest-growing population segment for consumer bill payments, and we’re …

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I already have an online bill pay option on my website, does doxo still help me?

Yes. Many, in fact most, of doxo’s Direct Pay and Connect customers have multiple electronic payment and billing options. Those companies have seen that giving customers options and choices makes good things happen – like higher electronic engagement overall, and higher customer satisfaction scores. In fact, your customers already have options (e.g. bank bill pay, …

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How will my company receive payments?

For Connect Providers, which are those providers that have integrated to the doxo network, customer’s bill payments are delivered and posted directly to your system. For payments made to any other provider, the payment is delivered via a third-party payment network operated by Noventis, Inc. Noventis, Inc. posts the payment to the provider automatically using …

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How many of our customers are using doxo?

Every business on doxo has at least one customer, and possibly thousands, using doxo to follow providers and/or pay their bills. Please contact us at any time – we’d be happy to let you know how many of your customers are using doxo. We can also provide additional analytics when you join doxo as a …

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What are the maps I see on doxo?

doxo is used by people who have accounts with thousands of different companies worldwide, just like yours. The maps you see on doxo show the relationships between our users and the companies they do business with. This information is valuable to customers as a big-picture view of doxo’s convenience, but it’s also a powerful example …

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What analytics can I access as a doxo biller?

You can receive real-time business intelligence about customer activity, market position, and growth trends with doxo Analytics. doxo Analytics is free for providers. Our simple self-enrollment allows you to get started right away from your company network page. You will need a company email (verified by doxo) to sign up. When enrolled, you will have …

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What is doxo?

doxo is a third-party account management, paperless billing, and bill pay service. doxo provides a convenient way for customers to pay their bills and manage important documents, while also giving billers/providers a convenient way to communicate with customers and harness industry analytics. doxo’s network connects customers with over 75,000 companies in the doxo provider directory …

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Why is my company showing up on doxo?

Your company is showing up on doxo because at least one customer has added you to our provider network, and is using doxo in order to connect with your company and make their payments. Once a company has been added by a doxo user, we verify the information against a variety of sources, add additional …

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Why does my paid bill still ask for payment?

If you pay a bill without using the “Pay” button on a document, it will not be marked as paid. To fix this, simply click “Pay” on the document and follow the prompt for “Mark document as paid,” then click the “File” button to remove it from your “To Do” list.

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What if I make a duplicate payment by mistake?

If the payment has not yet begun processing, it can be canceled by clicking the green “Edit” button next to the related document. If the payment has completed, your provider will keep track of your overpayment and either a credit will be applied or a return will be processed, depending on the provider.

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How do I disconnect from a provider?

In order to disconnect your doxo account from your account with a provider, follow these steps: Click the provider’s name in the left-hand column.You’ll now see text that says “Connected (details)” below the “My Label” and “Services” links.Click the “Details” link.In the box that shows up, click the “Disconnect” link. These steps will disconnect you …

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What is Auto Schedule?

Auto Schedule allows you to pay automatically from your bank account when providers send you bills. You can set up the maximum amount paid to avoid paying more than you’re expecting. If a document comes in for more than the Auto Schedule maximum, you will be sent a notification so you can review the document.To …

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Who can I pay with doxo?

doxo has direct relationships with billers; through connecting to these billers you can get your bill paperlessly on doxo and make payments. Doxo also has a network of payable billers. Through the network, you’re able to send payments to your account to these providers but please note that for those billers you can not view …

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How can I add a funding source?

When you sign into your account at user.doxo.com, click to start a payment. The site will prompt you to select what funding source you would like to use, when asked click the “edit” link and then click to add a new funding source.

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How are my payments delivered to my biller?

doxo uses several different methods to distribute payments depending on your biller’s preference. doxo security keeps your information safe, while automatic status monitoring keeps it simple. When you use doxo, your payment is monitored at every step along the way in the payment process for your protection. If you have specific questions about a biller …

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Why did my payment fail?

In most cases, we are not able to elaborate on the reasons for payment failure. We send transactions to your bank or credit card provider, and they respond only with the information that we share with you. You should contact your bank or credit card company for more information, but you can also reach out …

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Why is there a fee for making payments?

doxo is an alternative payment option for many service providers. Because it costs us money to process payments, and these service providers don’t pay us for this service, we must charge a fee to cover the costs of operation. Since doxo is simply an option, you’re not obligated to use our service if you don’t …

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How do I cancel a payment?

If you think you’ve made a mistake using our service, we may be able to help. You have up to 24 hours to cancel a payment before we submit it to your biller. The receipt we sent you has a link to cancel the payment at the bottom, or you can log in your account …

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When will my payment complete?

When you schedule a payment, you will be shown the date of withdrawal and the date your payment is received by your biller. This information will also appear in the e-mail sent from doxo when you scheduled your payment—this email has the most accurate information regarding your payment at a glance. Your payment will start …

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Does doxo work on my phone?

The doxo mobile site is always optimized, in real time, specifically to the user’s device. In fact, over half of the interactions taking place on doxo are made on mobile devices! Get more information on the doxo mobile app at https://www.doxo.com/mobile/. Download doxo for iOS devices at http://doxo.io/iphone, and the Android app at http://doxo.io/android. You …

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How do I bookmark or remember a biller?

Once logged in to doxo, add billers (which we call “providers”) to your list by clicking “Add Account,” to access all of your account information for all of the companies and billers you do business with, for accessing all in one place. You can add billers and service providers to pay by selecting and adding …

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How do I pay a bill with doxo?

To pay a bill, select the biller from your doxo list, or do a search to find them on doxo from the search window on your dashboard. If your biller shows up in the search results, click on your biller to add them to your doxo list. If your biller does not show up, you …

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How do I update my account profile name or address?

If you want to change or update your name or address within your doxo account, follow these steps: Go to the “My Settings” page: user.doxo.com/settings. Scroll down to the “Profile” section and mouse over the entry you want to change.Click the “Edit” button that appears, and enter in the information you want associated with your …

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How can I contact doxo customer service?

If you need further assistance, or have another question about your doxo account that isn’t addressed here, please go to support.doxo.com and click contact us. Our automated chat system can answer most questions or get you to a live customer care representative if needed. 

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Why did doxo appear on a charge in my bank account?

doxo operates a payment network that allows you to make payments to thousands of different companies. If your account shows doxo on the charge, that’s because we’re currently processing a payment for you. For more information, please visit https://www.doxo.com/about-the-network. Also check your email for messages to or from service@doxo.com.

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How do I manage my email notifications?

doxo keeps you up to date on important account activity and communications from your providers through email notifications. To manage email notifications for your doxo account follow these steps: Go to the “My Settings” page: https://user.doxo.com/settings Scroll down to the “Notifications” section and mouse over it.Click the “Edit” button that appears, and click the checkboxes …

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Why am I getting all of these emails?

doxo has notifications set up to let you know what’s happening with your account. To edit or change your notification settings, go to https://user.doxo.com/settings and scroll down to the “Notifications” section to select the most appropriate email settings for you.

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Do you offer other payment methods?

doxo processes payments using a variety of payment methods. Availability depends on the provider, but you can pay with a credit card, a debit card, Apple Pay, or via ACH by providing your bank account and routing numbers for most providers. If you have any other questions, you can also Click “Submit a Request” on the …

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How do I use doxo and how does it work?

Once your doxo account is active, you’ll receive a “Welcome to doxo” introductory message with a list of the most common startup tasks and instructions. You can search and add specific accounts to your doxo List to get started, and it’s also easy to complete your doxo List by simply adding accounts for each of …

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How do I set up my account?

To sign up for your free doxo account, go to https://user.doxo.com/logins/new and create your account. You’ll need your active e-mail address, zip code, and a chosen password to sign up.Once you sign up, you’ll receive an e-mail from doxo that will allow you to confirm your e-mail address. Once you have verified that e-mail address, …

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What is doxo?

doxo is a paperless billing and bill pay service that enables you to connect and make payments to multiple billers and service providers, all under one convenient login. Within your doxo account you can pay your bills, manage your documents, and manage connections with different providers. If you’re concerned about your payment, you can rest …

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Bank Account Payment questions

When will my payment complete?The best reference for you would be the email sent when you schedule the payment. This email has the most accurate information regarding your payment. That said, your payment will start processing at 5:00 P.M. PST on the date it was scheduled and will be delivered on or before the delivery …

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Card Payment questions

When will my payment complete?The best reference for you would be the email sent when you schedule the payment. This email has the most accurate information regarding your payment. Processing times vary depending on the service provider paid, so we can only direct you back to the confirmation email or to contact support for confirmation.Why …

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Payment Timing Information

The default payment completion date is usually the next available weekday after the processing period. Here are some helpful facts: When you schedule a payment, you will be shown the date of withdrawal and the date your payment is received by your biller.Credit and debit payments will spend 1 business day processing before being sent …

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