Common user issues and problems

1) I am receiving errors that I cannot resolve in the system. Is it possible that I'm not using the correct browser version?
UM Pay has minimum browser requirements, so you must use an updated browser version in order for it to work properly. The UM Pay system requires the use of Microsoft Internet Explorer 5.0 or higher, Netscape Navigator 6.0 or higher, or Mozilla Firefox that support JavaScript, Cascading Style Sheets (CSS), Cookies, and Secure Socket Layer (SSL).
If you are experiencing problems with the system and do not have the minimum required browser version, please upgrade to a supported browser and attempt your transaction again before calling for assistance.
Contact information for your University of Minnesota campus
2) My student gave me a log-in name and password, and it does not work.
First, students should not give anyone, including their parents, their University of Minnesota Internet ID (x.500) and password. To grant authorized payer access, students should go into UM Pay and set up their parent(s) or other individual(s) as an authorized payer in the system. This will create a separate log-in name and password for the authorized payer, which the student can send to his or her parent or other individual. The log-in name created for the parent should not be the student's internet ID.
If you cannot remember your log-in name or password, you must contact your student. Your student can reset your password in UM Pay. University staff do not have access to this information, nor can they reset your password.
3) I paid my student's bill, but I cannot see the payment on the payment history page in UM Pay.
Authorized payers may only view the payments they made while logged in as the authorized payer. If a parent logged in as the student to make the payment, he/she will not see that payment later when logged in as an authorized payer. The student can see all payments made on his/her behalf.
4) I am on the View Accounts page, but there is no bill there.
If the student does not have an electronic bill on UM Pay, you (student or authorized payer) will receive a page displaying the following message: "If you are viewing this page, you do not have a e-bill in the UM Pay system. If you have a balance on your account, an e-bill will be generated on the next bill date. Billing dates are available on the One Stop Web site."
If you want to check the current balance on the student's account, the student will need to log into their student account on the One Stop Web site. Students can also use Parent/Guest Access function, separate from UM Pay, to grant you access to view their student account. Billing statements only reflect the balance of the account as of the statement date listed on the bill.

Still experiencing problems?

If you are still experiencing problems with UM Pay, please contact us. We recommend that you have the following information on hand so we can assist you in the most timely way:

Contact information for your University of Minnesota campus

  1. What is your browser version?
  2. On what exact page (and/or link) are you experiencing the error or issue?
  3. What were you trying to do on the page? Exactly what error did you receive? It is helpful if you can retain the error message text to provide to the individual assisting you.
  4. What exactly did you enter on the page where you received the error or issue?