Frequently Asked Questions
Does SupportPay replace state child support?
No. SupportPay is not a replacement for any state/government child support system?
SupportPay is not tied to any of the state, tribal, or county agencies and thus we are not a replacement for existing government support systems and we do not have access to any of your child support information that is in the state child support systems. To locate or find information about a specific state case visit SupportPay State Resources to find your child support agency and contact them directly.
Is SupportPay affiliated with a Child Support Agency?
No. SupportPay is not affiliated with any state or county child support system. We are a private platform designed to help family members manage and exchange child support and related expenses directly, without going through a government agency.
You may continue to send or receive base child support payments through the state, if applicable. However, state systems typically do not help manage additional shared expenses such as medical, education, childcare, extracurricular activities, or other child-related costs. SupportPay fills that gap by providing tools to track, manage, and document these expenses in one place.
If you’re looking for state-specific child support contact information, you can visit our SupportPay Resources page.
Please note that because we are not connected to any state system, we do not have access to state case details and are unable to provide status updates for payments processed through the state.
That said, SupportPay does allow you to independently track and verify payments you’ve made or received through the state. This creates a certified, independent record that can be used for court, tax, and compliance purposes.
Do I need SupportPay if I have a state case?
SupportPay is designed to be complementary to the government child support systems. Most, if not all, state, county, and tribal child support systems only manage base child support payments.
SupportPay will allow you to track base support and document the payment (whether you send in money or your wages are garnished).
In addition, you will be able to track all additional expenses (medical, healthcare or anything else you desire) as well as spousal support, alimony, family support and arrears.
Is SupportPay a secure platform?
Absolutely. Your privacy and security are a top priority at SupportPay. We never sell your personal information to anyone.
All data entered into our platform is protected using industry-standard encryption and security technologies, ensuring your information remains safe and confidential at all times.
For additional details on how we protect your data and how it’s used, you can review our Terms of Use and Privacy Policy directly on our website.
Do other family members need to register to use SupportPay?
No, other family members are not required to register for you to use SupportPay.
That said, SupportPay works best when all involved family members are registered. When everyone joins, expenses, payments, and communication are shared automatically, helping reduce misunderstandings and keep records accurate and transparent.
If other family members choose not to register, you can still use SupportPay on your own for personal record-keeping, including tracking child support, alimony, child-related expenses such as medical, education, childcare, extracurricular activities, and more.
Inviting family members helps unlock the full value of SupportPay, but the choice is always yours.
Does MasterCard store my bank account information?
MasterCard does not store your bank account details and credentials.
Bank account information is only collected by MasterCard on a one-time basis to verify the user's account and authenticate their bank account.
This one-time collection is encrypted, and we do not have access to the information after the account has been verified, nor is any of the data stored on our or MasterCard's servers.
SupportPay is free. Why ask for a credit card?
SupportPay is — and will always be — free to use. The free version gives you access to essential tools to manage shared family expenses.
During the registration process, you’ll also have the option to subscribe to SupportPay Premium, which unlocks additional features designed to make co-parenting and financial coordination even easier. When you subscribe during registration, you’ll receive a 30-day free trial of the Premium plan.
If you decide Premium isn’t the right fit for your needs, you can cancel at any time during the trial and continue using SupportPay with the free Lite version, with no interruption.
Click here to review a comparison of SupportPay Free vs. Premium features to help you decide which option works best for you.
Do you offer subscription refunds?
Yes, we do. We want you to be satisfied with your experience using SupportPay. If for any reason you are not satisfied, we’re here to help. Please click here to check our refund policy.
Why Am I Getting an 'Invalid Email' Error?
We use email validation technology to validate email addresses to detect fraudulent account creation. If an email address is not valid, SupportPay will not allow you to create an account. A valid email address would contain a well known domain that is not mispelled (e.g. gmail vs gnail.)
If you received this error and your email address is valid, please contact us at help@suppportpay.com so we can assist you further.
Why Can't I Pay With My Payment App?
If you’ve been using SupportPay, you may have noticed that direct payments through external apps like Venmo, Zelle, or Cash App aren’t available.
This is because using these apps would require the same time and effort as the current process in SupportPay, which is done via bank transfers.
However, you can still record payments made through these apps in SupportPay by following the steps outlined in the following Help Center article: How Do I Make A Payment?
Please don't hesitate to contact us at help@supportpay.com if you have any questions.
Can I edit other participant's information?
If you are the subscribing user, you can edit an invitee’s information as long as they have not yet accepted the invitation or completed registration. Once the invitee registers and creates their account, only they can edit their own personal information to ensure accuracy and privacy.
Can other participants edit my expenses if I grant access?
No. Once you submit an expense, the other Participants cannot edit or alter the information you entered. Their access is limited to viewing the expense and submitting a dispute if they believe something is incorrect.
Can I use SupportPay with a VPN?
For a smoother experience on SupportPay, we recommend to disable your VPN when using the platform. This ensures seamless access while maintaining the necessary security protocols in line with SupportPay's system requirements.
If you're using a VPN while accessing SupportPay, you might encounter errors due to the sensitive nature of the data involved. VPNs encrypt and reroute connections, which can clash with the security measures in place for SupportPay, resulting in error messages or limited access.
If you have any questions, please don't hesitate to contact us at help@supportpay.com.
Can I check the status of the SupportPay servers?
Yes. We now have a webpage where you can easily check the current status of the SupportPay servers.
Click here to view the servers' status.
If the servers are down, the outage will be highlighted in red. Rest assured, our developers will be actively working to resolve the issue as quickly as possible.
If you have any questions or need assistance, please feel free to contact us at help@supportpay.com via email, or schedule a support call with us at supportpay.com/customer-meeting. We'll be happy to assist you.
Can I request new features for SupportPay?
Yes. If there are any features that you'd like to view in SupportPay, please let us know by submitting your request using the following link:
Also, you can email us at help@supportpay.com and let us know your idea.
Why am I getting an error when entering my payment details?
If you encounter an error while entering your payment details, it means the information provided may be incorrect or incomplete.
How to Fix It
- Re-enter the correct details – Ensure that both the sender’s and receiver’s payment information is accurate.
- Verify the receiver’s registration – The receiver must be registered with SupportPay and have completed the Bank Transfer Registration Process to receive payments.
- Try again – Once all details are correct, attempt the payment again.
If you continue to experience issues, please check with your bank or contact our support team at help@supportpay.com for assistance.
Why am I getting an error when trying to send a payment?
If you’re trying to send a payment and receive an error, it may be because your account is not registered in SupportPay or the Bank Transfer Registration Process has not been completed.
How to Fix It
- Register your account in SupportPay – You must complete the Bak Transfer Registration process in SupportPay before sending payments. Click here to learn how to do it!
- Try sending the payment again – Once registered, you should be able to process payments without issues.
If you continue to experience problems, please reach out to our support team at help@supportpay.com for further assistance.
How can a domestic violence survivor access SupportPay?
In support of individuals affected by domestic violence, we are proud to offer a special program available throughout the year.
SupportPay is available free of charge to domestic violence survivors and to anyone currently facing a violent situation. We understand the profound challenges these circumstances can create, especially when it comes to financial stability and communication. At SupportPay, we are committed to helping provide a safe, structured, and dependable way to manage financial support.
If you are in this situation and would like to take advantage of this program, please follow the instructions provided here: supportpay.com/domestic-violence-child-support.