Customer Support – Direct Deposit FAQs:
The following is a list of frequently asked questions and answers about National Payment Corporation’s (NatPay’s) Direct Deposit services.
When I upload my file using Web Direct Deposit I get a message telling me that my file is not a valid NatPay file?
Check the file size of the file your are attempting to upload and make sure that the file size is greater than zero bytes. Make sure that you have selected the correct option under the "Type of payroll files to send" drop-down menu under WEB Direct Deposit. Also, double check that you have selected the correct file in which to upload to WEB Direct Deposit. The file names created by your software will vary from software to software. You should know the correct file name of your payroll file and its location on your computer.
I am supposed to receive my reports from NatPay via email, but a few days ago I stopped receiving my reports?
The most common cause for this is that the emails you are receiving are now being processed by some type of SPAM filter. Check with your IT department or your ISP to see if your emails are going through a SPAM filter. If they are, see if you can have all emails from NatPay "white-listed.
Files must be uploaded to NatPay by 9:45 p.m. ET to be processed that day.
The NatPay phone number to transmit data is 1-800-846-3968.
Check to see if the phone line has a dial tone.
Check your baud rate in the software you use to transmit to NatPay. If the baud rate is 9600 or below, find out if your modem will handle a higher baud rate, and set it higher. If your baud rate is at the highest rate you can choose, lower it.
Check the phone number and make sure it is correct. If you need to dial a prefix like (9) nine before dialing make sure that it is there and that there are no (-) dashes in the number. Also add a (,) comma after the prefix and (1) one in the 800 number.
Reboot the computer and if you have a external modem turn it off then back on.
If you have another computer with a modem – give it a try.