Per their support, new users usually have this issue if they have some big amounts for payment. We had about 8k paid bills using billpay when we first experience this. Per the support staff, they usually do like a verification on their side during the time we are not able to use the bill pay..I think it's been almost a month after the issue where we managed to use it again.. I cancelled the subscription for billpay already but it has been working for about 4days before the subscription expiry LOL. we have not had issue since then. had the issue last Dec and working well as of today.. Hopefully this help