Need Technical Support?

Questions or concerns? We’re here to help. Our team is available toll free Monday- Friday, 9 AM – 5 PM (EST)

 (800)-409-4997

download user manual (pdf)
download support software

Frequently Asked Questions

Here are some of our most commonly asked questions.

All FAQ information applies to Probill version 2.8.6. If you are running an earlier version of the software, some of these features may not be available.

Purchase Probill

Probill Plus can be ordered through our online shopping cart or by phone.

Upon purchase, we’ll send a courtesy software pack containing:

Hard copy Flash-drive
Quick start User’s Manual
Registration Information
Miscellaneous Literature

A sample of our invoicing supplies:

250 Dual Windowed Mailing Envelopes
250 Custom, Pre-perforated Invoice Forms
250 Secure Check Return Envelopes

In addition, you will receive one full year of toll free technical support as well as any new software updates released within year of purchase.

Credit Card & ACH Processing

Want to process transactions directly through the software? Simply enter a customer’s credit card or bank account information in Probill’s Bill & Pay Options screen and select the option for Enable Autopay. After Probill generates your recurring invoices, just navigate to our Auto-Process Payment utility and put through all of your electronic transactions at once. Payments are posted directly to each customer’s account. The software can even process one-time charges from the Payments screen quicker than you can enter a check. 

See just how simple we make receiving electronic payments.

Want to set up? It’s easy. Here’s where to start.

Questions or concerns? We strive for excellent customer service.

| (800)-409-4997 |

Credit Card & ACH Features

Multiple Invoice AlertsActivate this feature to warn you when customers have open invoices in addition to their recurring invoice set to process on the Monthly > Auto-Process Payments screen. Probill will show the account’s total balance due and number of open invoices. When the Invoice Alert feature is enabled, Probill will set customers with multiple open invoices to Do Not Process. Want to charge the full amount anyway? Simply re-check this account to set them back to Ready to Process. This feature can be activated from the Setup > Program screen under the Credit Card/ACH tab.

Multiple Charge DatesActivate this function to set different charge groups for your customers. Select charge dates from the 1st, 5th, 10th, 15, 20th, or 25th. For example, selecting a charge date of the 5th tells Probill to only charge the customer after this date. Any customer set with a charge date later than that will by default be set to Do Not Process. Need to charge a customer with a later charge date early? Simply recheck their account to set them back to Ready to Process. This feature can be activated from the Setup > Program screen under the Credit Card/ACH tab.

Bill & Pay Options Report Use this report to view, search and filter customers by their payment options and bill status. Filter this report by any of the following categories: bill type, auto-pay status, print status, email status, receipt status and charge date. This report can also be searched by the last four digits of a credit card or bank account number. 

Mail Processing Service (MPS)

How it WorksOur increasingly popular Mail Processing Service was launched in 2005. Instead of printing invoices and statements yourself, upload your billing to our secure server for printing and mailing. Bills are printed on custom, pre-perforated invoice forms and enclosed in a USPS first-class dual windowed mailing envelope along with a secure check return envelope. Each mail piece is pre-sorted, bar-coded and address corrected to optimize delivery.

The best part? Bills even appear to come directly from your company! There is no sign up fee to begin the service or obligation to use it every month – simply upload your mail file when convenient and Probill will process and mail your billing on our scheduled days. Worried about losing a bill? Don’t be, our team can track each individual mail piece up to the USPS delivery truck. Not only will MPS save you time, the cost is actually done for cheaper than you can do yourself.

SetupThere is no charge to sign up for this service or obligation to use it every month. Simply use it as needed – you will only be charged per mail piece you upload. Call our friendly technicians to activate this feature and we’ll walk you through it.

Here is a quick tutorial on exactly how MPS works.

CostThe current cost of our MPS is 76 cents per mail piece if you choose to be charged via automatic bank draft or 78 cents per mail piece if charged via credit card. 

Mail Processing Service (MPS) Schedule

Rain or shine, we process mail twice a week.

Upload your mail file to our server before 12:00 PM (EST) Monday or Thursday for processing the same afternoon. We start our operation just after the deadline to ensure bills are always sent out the following morning.

Miss the deadline? Don’t worry, our server will accept your mail file any time of the day or night of the week and we’ll roll your billing into our next batch to print and mail.

Multi-User Networking

Access your Probill database from multiple PC’s with our networking support. Probill versions 2.8.5 and above enable up to five users to actively work in the database at the same time.

The setup is quick and easy. Call our technical support team for more information. 

| (800)-409-4997 |

Email Setup

Navigate to the Email Setup tab by going to the Setup > Program option from the main screen of the software. Enter the appropriate email address in the From Address, Reply to Address and Username fields. Enter the password for that email address, then your SMTP settings and mail port number.

Select Save after sending a test email successfully. 

*Note: Certain providers may label your account as spam if they think you are sending too many emails. This is why we’ve built our own server accessible directly through Probill. Our server guarantees delivery for an unlimited number of emails for only $5.00 a month. Probill email server setup instructions. 

Running a version of Probill older than 2.8.0? Setup instructions for versions 2.7.4 and below. 

Install Probill on a new PC

You are free to put Probill on as many systems as you’d like. If you have not purchased network support, however, you will have to back up and restore data between computers. Keep in mind this data will not merge together. 

If you have active technical support or run the newest version of Probill (2.8.6), install this on the new PC from the link below. Once installed, select the option to restore customer data. Probill will then prompt you to locate your backup and should automatically find your most recent data. 

Probill Version 2.8.6 Install

Versions 2.8.0 and below
*IMPORTANT* DO NOT install the program from this website if you are running an older version of Probill. If you are not eligible for the newer version and try to restore your data, it will not work without a support renewal code. You will not be able to access your data without purchasing an upgrade to the newest version. 

You may install older versions of Probill from one of our hard copy CD’s you received upon purchase as long as the version matches the one you are currently running. You can find your version number at the top of the Probill screen appearing as “- ver. 2.x” Where “x” indicates the version number. 

Need help backing up or restoring data? We have a FAQ for that too. 

Online Bill Pay

Set up a “Pay Now” button on your website and begin taking payments online. 

Setup instructions for PaySimple customers. 

Set up instructions other merchant processors. 

Not accepting electronic payments yet? Learn more here. 

Remotely Access Data

Probill will currently only run on a Windows operating systems like a PC or Microsoft Surface tablet. If you would like to access your desktop remotely, there are multiple programs that can be installed on your smartphone, tablet or PC. 

Our technicians highly recommend Teamviewer.

Backup & Restore Data

Importance of External BackupsOur Probill technicians recommend keeping multiple external backups in the event of a major disaster. These external backups may be your only link to valuable customer and financial data. The software will prompt you to do an external backup before running recurring billing but we highly recommend creating backup as often as you feel comfortable losing customer information.

Select a drive or pathFrom the Customers drop down menu select Backup Customer Information. By default, Probill will display the last directory used. You can change the backup destination by selecting the folder icon from the ‘Backup Drive Directory.’ Select Choose Path to specify another location like google drive, dropbox, etc. Simply select Backup Now to complete.

Next, label and date the file. If you are not backing up to a cloud service, we recommend keeping three separate external backups and rotating them regularly. Keep one of these off premise in the event of theft, fire, etc.

Restore Customer InformationRestore information to return your accounts back to the state they were in at the time of your last backup. Select Restore Customer Information from the Customers drop down menu. Click Use External Drive and Probill should automatically display your most current backup with the date and time. If it cannot find a valid backup or you’d like to select a different one, navigate to your backup’s location by selecting the folder icon from the Backup Drive Directory. Next, simply select Restore. 

Run Probill on a Mac

Probill does not currently have a software version that runs on a Mac operating system. Some Probill customers, however, choose to install Parallels onto their PC enabling them to toggle back and forth between a Apple OS and Windows OS.

Report Tips

Select ExpertLocated at the top of the reports screen as the hand symbol. Click the tool, select ‘New’ then choose from the list of categories to filter. To find all payments of a specified amount, for example, the category selection would be “transaction amount.” Then, by selecting “is equal to” Probill will display another drop down menu of transaction amounts listed on that report. Choose the appropriate amount and select OK to filter. 

Search TextLocated at the top of the reports screen as the binocular symbol. This tool is handy when searching for something specific like an invoice number or transaction reference. 

Other Notes

  • Reports display invoices based on their due date. 
  • The Receivables Report simply displays the current day’s receivables.
  • Reports generate based on the way your database is sorted (excluding any report that requires entering a date range). The sort order box is located on the right hand side of the customer information screen. Sort by monitoring number, addresses, names, etc. 
  • Clicking on a category in the Sales Report will show all invoices with that category reference. 
Export Reports

Any Probill report can be exported by selecting the export icon from the top of the reports screen. The icon displays an envelope with a red arrow. Select the icon, choose “Excel” in the Format box, then change the Destination box to “Application.”

Document Tips

Select Setup > Documents from the main screen of the software to reach Probill’s document editor.

Use KeywordsSelect the Insert Keyword option in the document generator to insert generic fields for Probill to pull from the customer information screen. When viewing, printing or emailing a document from the Documents portion of the Customer Information File, keywords like [BillingContact] & [CustomerNumber] will fill in automatically.

Available Documents vs Documents in UseThe Available Documents box displays all docs available for use in Probill. To add it to the Documents in Use box, highlight the name and select the Use Doc button. Now the document is ready for use in the customer information file. Alternatively, select Remove Doc to move it back to the Available Documents box.

Comment Form TemplatesCreate templates and generate them in a customer’s Comments section to save as part of their file.

Check out our quick tutorial on Probill’s Document Editor

Mass Print & Email Documents

Now that our keywords are auto-filling individual information for each customer, these documents can be emailed or printed.

Print documents for groups of customers and watch Probill automatically fill in each customer’s information using keywords. Generate a customer list by selecting the Find button in the customer information screen. Enter something your customers have in common (zip code, bill cycle, etc) to create a specific group or simply leave all fields blank and pull up all customers. From the pop-up window select Process Documents, and highlight the one to be sent. Select the option to either Print or Email Multiple Documents.

Printer Setup

Navigate to Setup > Printer from the main screen of the software. Choose the correct printer from the drop down menu. 

Duplexing

Add newsletters or promotions to the back of recurring invoices with the document generator by saving the document in the Duplexing section. Simply check the option to print a letter on the back of invoices on the Print Recurring Billing screen. 

*The cost for duplexing using our Mail Processing Service (MPS) is an additional 8 cents per mail piece. 

Print Mailing Labels

Generate a customer list by selecting the Find button in the customer information screen. Enter something your customers have in common (zip code, bill cycle, etc) to create a specific group or simply leave all fields blank to pull up all customers. When your list appears Select Process documents to bring you to the documents screen. Select the option for labels from the drop down menu at the top of this screen. Then Print Customer Group. 

Avery 5x62  |  1 1/3″ x 4″  |  14 per sheet

Late Fee Setup

Fixed Late Fees | Enter a fixed rate and choose aging to apply to overdue customers

Annual Percentage Rate (APR) | This late fees generates based on a percentage of the total amount due. Enter the annual amount during setup, Probill automatically divides this number by 12 to calculate the monthly rate.  

Greater of Fixed or APR | Automatically generate the late fee with the higher rate. 

PaySimple, Vericheck & USAePay Contact Info

Paysimple
Phone: 1-800-466-0992
Fax: 303-374-5378
Email: guide@paysimple.com

Vericheck
Phone: 404-872-4585
Fax: 404-665-3465
Email: support@vericheck.com

USAePay
Phone: 1-866-872-3729 or 323-931-3122
Fax: 1-323-931-2231
Email: support@usaepay.com

Misaligned Invoice Emails

Invoices or proposals may appear skewed when sent via email because they are sent using HTML. Different email clients such as Outlook, Gmail, Yahoo, etc. render HTML differently. To resolve this you may select the option to attach the invoice as a PDF. 

 

More…

Start Your Free Trial Today. It's Fast And Easy!

Fully functional and good for 45 days!

Get In Touch Today

For all questions and inquiries, get in touch with our friendly team today.