Frequently Asked Questions

Frequently Asked Questions

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Child Support and Expenses

  • How are you different than the state child support agencies?
    The Child Support Services agency in your state is used to track and manage child support for only a fraction of the parents that exchange child support. In addition, they only track the base support amounts and do not encourage the direct communication between parents to manage child expenses. SupportPay is ideal for parents who exchange child support or parents that need to track more than just base child support payments. Today, you can manually enter the payments you get through the agencies and in the future we would like to automate this process for you so all of your child support information is automatically populated in one location.
  • What is my child support balance?
    If you are a current SupportPay customer you can login to SupportPay at: https://my.supportpay.com/. If you are looking for your balance that is managed by the state government or by Child Support Services, you need to visit their website directly. You can find your local child support services website by visiting: State Child Support Services and clicking on your state.
  • Can I track alimony, spousal support or family support?
    Yes, absolutely. We can track all expenses and payments exchanged between parents – including spousal support, family support or alimony. In addition, since you are tracking these payments in SupportPay you will know at the end of the year exactly how much money can or should be claimed when you do your taxes. No more worrying the numbers don’t match – now both parents will have the correct numbers to report – eliminating an audit risk.
  • Do I have to track all of my base child support expenses?
    SupportPay does not require you to track how your base support is spent. Base support is set up as a set recurring amount and can be scheduled based on the agreed upon order or agreement. Receipts or justifications are only required for additional or incremental expenses.
  • My child support is managed by the state, why would I need SupportPay?
    SupportPay is meant to be complementary to the state child support systems. Most, if not all, state 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.

Company

  • Is SupportPay affiliated with any State Child Support Agencies?
    SupportPay is not affiliated with any of the  state or county child support systems. We are a private system, that enables parents to manage & exchange child support directly between each other, without having to go through a government agency. Link to the agencies can be found here: Child Support Agency Map
  • Is SupportPay.com replacing my current goverment 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.  SupportPay is designed to be complimentary 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.
  • I’m an investor and think SupportPay is incredible. How can I invest in your company?
    That is awesome! Please send us a note via our contact form page and we will get right back to you.
  • Do you have a partnership or affiliate program?
    We are always looking for new partnerships that match our mission and goals. If you believe we are a good match please contact us using the Contact Form.
  • What or who is Ittavi?
    Ittavi is the parent company of SupportPay. Ittavi is an acronym for “it takes a village” and represents the vision and mission of our company: To develop and deliver technologies and solutions to make our lives and our children’s lives better. After all it takes a village to raise a child.

Security

  • How to reset your password
    1. Visit the SupportPay Login page
    2. Click "I forgot my password" in the Sign In box
    3. In the Retrieve Password box - enter your username / email (the email associated with your account)
    4. Click Send Me
    5. You will receive an email containing a new password.
    6. Log in to Supportpay using this new system generated password. You will automatically be directed to the Change Password screen.  It is highly recommended that you change your password to something you can remember.
  • Where do I enter the bank information for automatic payments?
    In order to protect your bank account information, the way we have it set up today is that you can schedule and set up automatic payments via PayPal. If you use your PayPal account, you would connect your bank account information to PayPal and it can send the payments to the other parent to their PayPal account. There is no charge for this and you won’t be charged any PayPal fees. In future releases we will support direct bank to bank transfers. You can find the directions for PayPal set up here: Set up your PayPal here!
  • Why is there a “None” option in the Role dropdown of Recurring Orders?
    "None" is a default field in the system and is there to make sure that you select an option of either Sender or Receiver. An option MUST be selected for each category item created. Sender is the person who will be sending this payment on a recurring basis. Receiver is the person that should receive the payment for this item on a recurring basis. For example, if you are the person sending the Base Support payment you should select Sender as your role. If you are the person who should Receive the payment then you should choose Receiver as your role.
  • How do I change the Temporary Case Number to the Permanent one?
    Visit our Help Center for a tutorial on how to make permanent your temporary case number: View Tutorial
  • How do I keep my personal information private from the other parent?
    Visit our Help Center for a tutorial on how to keep information private using SupportPay: View Tutorial
  • Does the other parent have to register in order for me to use SupportPay?
    No, the other parent does NOT have to register in order for you to use SupportPay. SupportPay works best when BOTH parent register but you can still use SupportPay without the other parent for record keeping of child related expenses including child support.
  • If I make an online payment, what information is shared with the other parent?
    When it comes to the information shared with the other parent, you can choose by category, group or individual item what information will be shared. We give you complete control over your information and who gets to see what. No financial information is ever shared with the other parent except for your email address, which is used to send or receive payments.

Have additional questions?

Visit the Customer Help Center for additional technical information.

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