Customer Support – Electronic Pay Stub FAQs:

The following is a list of frequently asked questions and answers about National Payment Corporation’s (NatPay’s) online pay stubs.

If you have a question that is not answered here, or have any problems with the electronic pay stubs, please contact your payroll administrator.

How secure is NatPay’s electronic pay stub service?

Electronic pay stubs are secured by state-of-the-art, three-tiered firewalls, and 128-bit SSL security encryption, with secure-server ID certificates provided by GeoTrust®.

How safe is my personal information?

NatPay recognizes the importance of protecting the privacy of personal information of their customers. NatPay’s paperless pay stubs normally only contain your name, federal status and exemptions, payroll earnings, deductions and taxes. They do not contain any personal data that could allow the potential for identify theft. It does not contain your address, bank name, bank account numbers, or Social Security number unless specifically requested by your employer.

NatPay’s complete privacy policy is available online at: natpay.com/privacy.

What is my login ID and password?

Your login ID and Password are outlined in the provided quick-start guide. The first time that you log in, the system may prompt you to change your password.

Can I change my login ID and password at any time?

Yes. Select the “Manage Your Account” tab once logged, and follow the on-screen instructions for changing your password. For security purposes, employees are encouraged to change their password on a regular basis.

Login ID changes are usually not allowed.

How long can my login ID and password be, and are there any special requirements for how I create it?

Login IDs can be up to 50 digits and/or characters in length. Passwords may also be up to 50 digits and/or characters in length. Your password should be “complex” and include a combination of letters, numbers, and special characters.

What do I do if I forget my password?

Contact your payroll department for specific instructions on resetting your password. You may also be able to reset your password yourself by following the on-screen instructions found on your organization’s pay stub login page.

Who has access to my pay stub information?

Only you and designated payroll personnel have access to your pay stub information. Online access is only available with a valid login ID and password. Only you know your ID and password. For your own protection, you should not give your login ID and password to anyone.

Will the system time out after a period of no activity?

Yes. The default time is 10 minutes, but your employer may have selected a different amount of time. Contact your payroll department or manager for more details.

How do I access and view my online pay stubs?

Follow the specific instructions outlined in the provided quick-start guide. You will need internet access and your current login ID and password. Depending on the notification and delivery options available, you may be able to receive your pay stub via email or text message.

Can I access the system from work or home?

Yes, you may access your online pay stubs from work, home, or any place where you have access to the Internet.

When can I access this system?

You may access this system 24 hours a day, seven days a week, except for rarely-scheduled down times for system maintenance.

How do I access my password-protected PDF EZStub pay stub in my e-mail?

If you have chosen to receive and view your EZStub pay stub through your e-mail account, you must have Adobe Acrobat Reader installed on your computer. If you do not Acrobat Reader you can download it free from Adobe’s Web site: http://get.adobe.com/reader/.

Once you have received e-mail with your attached PDF pay stub, open the attachment. You will then be prompted to enter your password. This password must be your password that was on file at the time the pay stub was created and must be entered in ALL CAPS.

If I sign up for e-mail notification or elect to have my pay stubs e-mailed to me, from which e-mail address will they be sent? I want to make sure that my security software does not block EZStub e-mail from being received.

All pay stub e-mails will be sent from the address ezstub@doculivery.com. You may want to add this to your address book.

What is the text messaging option?

In addition to viewing your pay stub online, EZStub information can be received on your cell phone or wireless handheld device (like a Blackberry or iPhone) via a text message. The text message can display up to three categories (pay line items) from your pay stub. To customize this feature, follow the instructions in the provided quick-start guide.

Please note that your cell phone or wireless handheld device must be capable of receiving text messages and that you may incur additional text messaging charges depending upon your agreement with your service provider. For more information about your cell phone or wireless handheld device text messaging features, refer to the documentation for your equipment and service provider.

How often can I change my delivery method?

Your delivery method can be changed at any time. In order for your change to be made in time for your next pay, it must be made prior to the pay run date.

Can I save my electronic pay stub on my computer?

Yes. If you opt to have your pay stub sent to you via e-mail in a secure password protected PDF attachment, you may download these pay stubs to your computer. You may also log into the system and download them as a PDF file when viewing a particular pay stub.

Can I print my electronic pay stub?

Certainly. You can print any EZStub pay stub after logging in and selecting a particular pay stub to view. There is a “Print HTML Statement” button at the top and bottom of each pay stub. If you opt to have your pay stub sent to you via e-mail in a secure password protected PDF attachment, you may print a hard copy version as well.

When I print my electronic pay stub, do I need to have any special settings in place before I print?

If you view your EZStub pay stub using Internet Explorer, the default setting will not print any background images or tables. In order to print your pay stub as you see it online, change your default settings. In Internet Explorer: Go to Tools > Internet options > Advanced > Printing > add a check into the box that says Print Background, colors and images.

What if I don’t have an e-mail account?

Your EZStub pay stubs are always available online using any computer with Internet access. If you so choose, you can setup a free e-mail account on Google, Yahoo!, MSN Hotmail, or any other Internet business offering free e-mail.

Can I change my e-mail account?

Yes. If you change your e-mail address or close your e-mail account, remember to log in to EZStub and update your e-mail address and/or change your delivery options. It is important to remember that even in the case of e-mail address problems, your EZStub pay stub is always available to view online.

When will my pay stub be available?

Your pay stub information is available as soon as your employer processes their payroll through NatPay.

Can I receive a notice when my pay stub is available?

Yes. Most employers allow you to you receive e-mail or text message notifications when your pay stub is available online. To select this feature, follow the instructions in the provided quick-start guide.

How long is my EZStub pay stub information kept online?

EZStub pay stub information is normally kept online for seven years depending on your employer.

What if I don’t have a computer?

For users without computers, there are a number of ways for users to view electronic pay stub information and take advantage of system features. Most employees without computers do have cell phones with text-messaging capabilities which allows them to receive pay stub information via text message.

Others find it easy to access their pay stubs online via the web browser on their smart phone or tablet.

Some others find it convenient to access their secure online pay stubs at internet cafes, or public libraries with free internet access.

Your employer might have also setup computer kiosks for their employees so that they may access their online pay stubs while at the work.

You may even contact your manager or payroll department for a printout of your pay stub upon request.


What the benefits are of using EZStub electronic pay stubs?

There are many benefits to EZStub electronic pay stubs. Online pay stubs are more secure than paper stubs since less people handle your EZStub pay stub. You don’t have to worry about your pay stub being lost in the mail. You don’t have to worry about your pay stub being stolen from your mail box when you are away on vacation or on business. And, if you are away from home, you can view your EZStub pay stub from any computer that is connected to the Internet safely and securely at anytime.

Will my electronic pay stub look like my current paper pay stub?

Yes. Your EZStub is customized to look very similar to your paper pay stub. Your EZStub pay stub will have the same information that appears on your paper pay stub.