Payment Processing

Your contact information:

It is crucial that we have valid contact information to reach you over the phone and through the mail. Failure to report an address change can lead to a significant delay in receiving your child support payments.

Please review your personal information and notify us of needed changes. You can also email us at clientline@supportkids.com, contact our Call Center at 512-437-6001 or call the Client Line at 512-437-6025. Please make sure you provide your Client ID number along with social security number for client verification.

Lost checks:

Our Payment Processing Department is dedicated to the process of insuring you receive your child support payments in a timely manner. However, Supportkids is not responsible for postal service delays or misrouted mail. If you have not received a check that was posted at least 20 days ago, please contact our office and request a reissued check. This process can take up to 10 business days. Please be advised that once we request a stop payment on the “lost” check, it is no longer valid. You should not make any attempt to cash the voided check.

Payment Processing Turn Around Time:

Supportkids understands your need to receive payments as quickly as possible and we are committed to making sure payments are processed promptly and with accuracy. We receive payments six days a week. Child support payments are posted, processed and mailed within four to five business days of receipt.

Exceptions:

There are exceptions to our standard payment processing time. Payments from personal checks and/or payments on a case with a history of non-sufficient funds payments will be held for 20 days. Supportkids must insure that the funds are available before we issue your portion. We will also take more time to process payments that are not identified properly or payments that need a fee assessment. Other exceptions may apply, but we strive towards resolving the issues and processing your payment as quickly as possible.

Direct Deposit and TotalPay Cards:

Supportkids offers the convenience of electronic payments for you and your family. No more check cashing fees or drives to the bank! You must elect to receive your child support payments by one of the two ways:

Direct Deposit: You must have a US bank account to participate. Contact our Client Relations Unit (link) and request a direct deposit authorization form. A customized authorization form will be forwarded to you. Complete and sign the form and return it with a voided check. If you do not have checks, your bank can provide you with a direct deposit routing form with your bank’s routing and account numbers. A voided deposit slip will not be accepted. Please contact us today to see if you qualify for this beneficial service.

TotalPay Card: If you are not registered for direct deposit, Supportkids will load your child support payments onto a TotalPay card. This will occur after you receive your first physical check. TotalPay cards are accepted at millions of locations nationwide that accept Visa debit cards! Once your child support payments are loaded onto your TotalPay card, they will immediately be available for use.

Important facts about the TotalPay Card:

No fees if used as a Visa card
Use it to shop, pay bills, get cash back and withdraw cash from ATM’s worldwide
You can write a Money Network check to yourself to access 100% of your funds and cash it for free at check cashing locations
Use the Money Network Checks like money orders to pay bills
Supportkids will not have access to your TotalPay Card balance or details of usage

For TotalPay Card Questions Contact

Money Network
1-866-402-1237
www.moneynetwork.com

For Child Support Questions Contact

Supportkids
1-512-437-6001
www.supportkids.com

Fees:

Please reference your contract for the agreed-upon fee structure.

Direct Payments:

If you receive any payments directly from the non-custodial parent or a government entity, please forward them to:

PO Box 18329
Austin, TX 78760

Include:

> Your name
> Client ID number
> Name of the non-custodial parent