Frequently Asked Questions

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Does Promise offer payment plans or loans?
Do you distribute the aid money yourself?
Do you determine eligibility for benefits?
Do you manage the debt (are we a lender or a manager of debt)?
Can Promise integrate with both customer-based and premise-based CIS structures?
How long does it take Promise to integrate with a client’s CIS?
How does Promise integrate with a client’s existing customer payment portal?
Once a customer is enrolled in a PromisePay plan, how does communication to our customers occur regarding PromisePay payment plans? Does our CIS need to handle communications?
Does Promise provide checklists and/or guidelines for a client to use during their CIS integration process?
What error handling has Promise built into the integration process?
How does a client’s CIS keep track of PromisePay payment plans?
Does Promise have integration testing plans? If so, could they be shared with the client?
Do clients need additional infrastructure to integrate with Promise?
Do clients need to set up a test server to integrate with Promise?
In providing a file with account numbers and current amounts owed, could our organization send an initial file with everything and subsequent files that only report changes?
How would data be reconciled and how frequently?
Is there an automated or manual quality assurance process to ensure a customer’s PromisePay plan is established correctly?
How does the utility shield customers enrolled in PromisePay from collection activities?
If a client decides to add an additional Promise product post-integration of PromisePay, what additional integration steps are needed?
What security measures does Promise have in place to protect utility and customer data from inappropriate access or theft?
Does Promise collect customers’ Personal Identification Information?
Does Promise share customer data with any third parties?
Is Promise PCI-DSS compliant?
Does Promise have their current Soc 2 Type 2 report? If yes, could it be shared?
Does Promise own the data when the city decides to terminate the contract?
What tools are provided to identify and prevent payment fraud?