Payment Guarantee

Payment guarantee
Every time you schedule a payment through My Online Bank and TelePago Popular®, you receive a reference number that guarantees we received and will process your request. We have the most reliable and secure electronic payment processing system in Puerto Rico and therefore, guarantee that we will process your payments for the dates and amounts you specify.

If we fail to process a payment that you scheduled¹ through My Online Bank or TelePago Popular®, we will reimburse any late fees or interests imposed by the payee. Make sure you read your responsibilities to make sure you schedule payments appropriately in order to maintain your rights under this guarantee. Please refer to the Electronic Banking Service Agreement for more information about electronic payments.



All participating payees for the Quick Processing service will be identified with the Quick Processing icon in My Online Bank.
 

The Quick Processing service allows your payments to AAA, AEE, PRT/Claro and Banco Popular credit lines to be processed faster. 

How it works:

This icon identifies the payees on the Quick Processing service.  The received by date presented will show that these payments will be processed faster.  For example: Payments to PRT/Claro will be credited the same day and payments to AAA will be credited the next business day.

When you make a Quick Processing payment, we will immediately debit the payment amount from your checking or savings account².  If you pay using a credit card account, we verify the availability of funds in order to process the transaction.  The same day your payments are processed and sent to the payee. 


Frequently Asked Questions:

Who are the participating payees?
At the moment, the participating payees for the Quick Processing service are: AAA, AEE, PRT/Claro and Banco Popular credit lines.

What happens if I pay from a Banco Popular Credit Card?
Although the amount is not debited immediately, we do verify the availability of funds in order to send the payment as Quick Processing.

What if I make payments to other payees?
Payments to all other payees not identified as Quick Processing will continue to be processed as always.  The account will be debited at night of that business day and the payment will be sent to the payee the next business day.

Payments made after 5pm, on weekends and Holidays; will they also be debited immediately?
Yes.  Payments made after 5pm, on weekends and during Holidays will be debited immediately and will be sent to the payee on the effective date (next business day).

Can I set up future payments?
Yes, future payments will be processed and debited at dawn of the effective date so we can send them to the payee that same afternoon.

How to make payments in My Online Bank

Security guarantee
On My Online Bank, your accounts are safeguarded by our security systems and by advanced encryption technologies. This means that only you have access to your personal and financial information. Learn more about how we ensure your online security .

If you suspect that unauthorized transactions have occurred in your account, you should immediately call TeleBanco Popular®, available 24 hours, at (787) 724-3659 (Puerto Rico metropolitan area and mobiles) or 1-888-724-3650 (Puerto Rico outside the metropolitan area / United States / Virgin Islands). Make sure you read your responsibilities to maintain your rights. Please refer to the Electronic Funds Transfer Disclosure for more information about unauthorized transfers. 

Privacy guarantee
It is our policy not to share your personal information with non-affiliated third parties, except as permitted by law. We use your postal and e-mail address to keep you informed of transactions posted to your account, notifications about new available services and products and services offers from the Popular family.

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Your responsibilities
Please review your responsibilities to maintain your rights under this guarantee.

Electronic payments:

• Make sure you have available funds before making payments through My Online Bank or TelePago Popular®.
• When scheduling payments through My Online Bank or TelePago Popular®, make sure you receive a reference number. The reference number indicates we received you payment request.
• When making single payments, you should schedule them at least seven days prior to the payments' due dates.
• When making automatic payments, you should schedule the starting dates so that we can debit your account at least seven days prior to the payments’ due dates.
• If your account number with a payee changes, make sure you update it. You may update your account numbers with all your payees through My Online Bank or TeleBanco Popular®. 
• Verify your payment information in your account statements to make sure the payees, account numbers and payment quantities are correct.
   

Online Security:

• Check your statements regularly and inform us of any unauthorized transactions immediately.  Please refer to the Electronic Funds Transfer Disclosure for more information on your responsibilities and ours under Regulation E.
• Don’t give your username, password or PIN to anyone. If you disclose this information, and unauthorized transactions occur as a result of it, they will be considered as authorized by you.
• If you forget your username or password, visit www.bancopopular.com/password , to obtain your username or change your password.
• If you forget your security questions contact our customer service representatives at TeleBanco Popular® (787) 724-3655 (Puerto Rico metropolitan area and mobiles) or 1-888-724-3655 (Puerto Rico outside metropolitan area/United States / Virgin Islands) to reset them.
• Don’t leave your computer unattended while signed on to My Online Bank. The system will automatically log you off after 15 minutes of inactivity. You may change your timeout settings in the Security section in My Online Bank.
• When you finish using My Online Bank, always click sign off and close your browser window.