Frequently Asked Questions

1. I have some questions about my student account, but I am having trouble getting a hold of anyone in the Student Business Services office. What are your office's phone numbers and office hours?

2. I overpaid my bill and am anticipating a refund. When can I expect to receive the refund?

3. I am the parent of a UCSC student and am having trouble getting information about my student's account. Why won't anyone from Student Business Services give me any information?

4. I would like to set-up a monthly payment plan to pay my housing fees in installments. How do I go about setting up a housing payment plan?

5. I am concerned that my records are not being kept private. How do I ensure that no one can get any personal information about me from anyone at the University?

6. I just got my bill and I know how much financial aid I can anticipate. How do I determine if I should expect a refund or if I owe money to the University?

7. I am having trouble paying my bills. I was wondering if there was any kind of payment plan that I can set-up?

8. I would like to wire my payment to the University. Where can I find the University's wiring instructions?

9. I am expecting a refund and I would like to get my money as quickly as possible. What is the fastest way to get my refund and how do I sign up?

Billing Issues

10. I did not receive my bill in the mail until shortly before it was due.

11. I no longer attend UCSC but I received a bill for the upcoming quarter. How do I end my enrollment with the University?

12. My bill includes the USHIP or GSHIP health insurance charge, but I already have health insurance and do not need University supplied insurance. How do I waive this health insurance?

13. I want my parents to see my bill and be able to pay it. How do I do that now that paper bills are not mailed?

14. I would like my student account bill sent to my parents. How do I set up my account so that my parents get a copy of the bill?

Account Holds

15. I am trying to get a copy of my official transcript from the University but my student account has a transcript hold on it. What do I do if I have a transcript hold on my student account?

16. I received an e-mail from Student Business Services that says there is an address hold on my account. How do I update the address information on my student account?

17. I am told I need to complete exit loan counseling in order to get a transcript hold removed from my account. Who do I talk to about exit loan counseling?

Late Fees

18. I sent my payment in postmarked before the due date, but I have a late fee on my account. How can I get a late fee removed from my student account?

19. I paid my bill before the due date, but the payment was processed after the due date resulting in a late fee on my account. How does the late fee application process work?

20. I am expecting to receive enough financial aid to cover my current bill, but the aid has yet to post to my account. What do I do to make sure that I don't get a late fee on this bill?

Cashier's Office

21. I am planning on paying my tuition and fees by check. Who do I make the check out to?

22. My bill is due and my parents want to pay with their credit card, in order to get the airline miles. Does UCSC accept credit card payments?

23. I need to pay some fees in order to get a hold removed. Where is the cashier's office located?

SallieMae eBilling

24. I would like to pay my bill on-line. Does UCSC offer any electronic payment options?

25. My parents (or other benefactors) want to see how much I owe the University, but I don't want to give them access to my student portal. Is there a way that my parents (or other benefactors) can view and pay my bill?

26. I am a parent and I am having trouble signing myself up to pay my student's bill through SallieMae. How do I sign up to pay through SallieMae?

27. I have received a NOC (Notice of Change) e-mail from SallieMae. What does this mean and what do I have to do?

28. I have made a payment, but my eBill on SallieMae doesn't show it. Why doesn't it show, and how do I see if my payment has been posted to my account?

1. Our phone number is 831-459-2107, and our phones are answered from 9:00 am to 12:00 pm and 1:00 pm to 4:00 pm Monday thru Thursday and 10:00 am to 12:00 pm and 1:00 pm to 4:00 pm on Friday. Our fax number is 831-459-3918. Our office is open from 9:00 am to 12:00 pm and 1:00 pm to 4:00 pm Monday through Thursday and 10:00 am to 12:00 pm and 1:00 pm to 4:00 pm on Friday.

2. If you paid by check, you can expect a refund after 21 days from the day the payment was posted to the account. If you paid by cash, Western Union, MoneyGram, or wire transfer, the refund should occur on the first refunding day after the payment was posted. Direct deposit refunds are run on Mondays, Wednesdays, and Fridays. If you are not signed up for direct deposit, a check will be mailed to you.

3. Student Business Services strictly follows FERPA (Family Education Rights to Privacy Act) privacy guidelines. Financial activity posted to a student account is considered confidential and therefore shared with the student only. Student Business Services is able to provide general, non specific information to a third party (e.g. parent).

4. Contact Campus Housing at housing@ucsc.edu or call 831-459-2394.

5. Using your Student Portal you can set a Non Release of Information (NRI) on your account. This service indicator will prohibit release of your information. Even if you call or e-mail Student Business Services, the NRI prohibits us from assisting you. You must come to our office with your picture ID in order to have your questions answered. We encourage you to use the NRI with caution.

6. The simplest way is to add your Anticipated Aid and compare it to the total charges on your account. If the Anticipated Aid is larger, you can expect a refund. If the charges are greater than the Anticipated Aid, you will need to pay the difference before the due date at the Campus Cashier's Office. Student Business Services offers a Payment Calculator.

7. Student Business Services offers the Deferred Payment Plan (DPP) for monthly payment of each quarter's registration fees. DPP Application form.

8. Please e-mail oarinfo@ucsc.edu for wiring instructions.

9. Sign up for Direct Deposit.

10. Statements are available electronically on SallieMae or the student portal. A monthly billing schedule is available on our website. See our website for information on signing up for SallieMae e-check payment and e-billing.

11. Please visit the Office of the Registrar website for the cancellation form and more information.

12. Students are responsible for waiving the USHIP or GSHIP by the Health Center's deadline. This must done using the OnLine process through the student portal and must be done once an academic year. http://healthcenter.ucsc.edu/billing/insurance.shtml

13. On your Student Portal under Accounts and Billing>SallieMae you can enroll yourself in SallieMae and invite another payer/parent. See our website for more information.

14. See Answer #13. Paper bills are no longer mailed and are available electronically on SallieMae and the Student Portal.

15. Please send an e-mail to oarinfo@ucsc.edu requesting the information regarding the hold, or call (831) 459-2107 for assistance.

16. You can update your address on your Student Portal under My Student Center >> Personal Information >> Billing Address. Please update your address information this way anytime you change your address.

17. Sheryl Hoffman 831-459-4699 or hoffmans@ucsc.edu. You can also complete Exit Counseling on-line.

18. Payments are to be received, not postmarked, before the due date furnished on your statement of account. If you still wish to contest a $12.50 late fee, please e-mail oarinfo@ucsc.edu.

19. Please e-mail oarinfo@ucsc.edu describing the situation.

20. Usually late fees will not be assessed if there is anticipated financial aid on your account. If there is a late fee, please e-mail oarinfo@ucsc.edu with a description of the situation, Student Business Services will investigate and respond.

21. Please make all checks payable to: UC Regents.

22. At this time UCSC does not accept credit cards for payment of your university bill. UCSC accepts SallieMae eCheck payments, cash, checks, Western Union, or Moneygram. Use of banking "online bill payment" services may delay payment of your account and may result in late fees or enrollment consequences.

23. The Cashier's Office is located at 102 Hahn Student Services. Telephone: 831-459-2278.
In-person window hours are from 9:00 AM to 12:00 PM and 1:00 PM to 4:00 PM Monday through Friday. All student fees and fines can be paid in person, by mail, or through the 24-hour depository, located outside the north entrance of the building. Deposits after 3:00 PM will not be posted until the next day. Some petitions require fees. These must be filed during window hours. Do not place petition forms in the depository.

24. UCSC now offers electronic eBilling and ePayment options through SallieMae. The process is simple, just sign up through your student portal. Follow these links: Accounts and Billing > SallieMae ePay and complete the on screen steps to set up your account with SallieMae.

25. Yes, with SallieMae ePayment you can invite other payers to view and pay your bill on-line. When you invite the other payer, they will receive an email from SallieMae inviting them to enroll. They will receive an activation code and will need your student ID number to complete the enrollment process.

26. Once your student signs on to SallieMae through their student portal they can invite you to become a payer on their account. You will receive an e-mail from SallieMae with an activation ID number. You will need this activation ID and your student's student ID number (without the W) to sign up. Follow the link in the e-mail and click on the "Sign Up!" button on the right side of the page. Click on the "Please accept agreement" checkbox in the Terms and Conditions section. Fill in your Activation ID and your student's ID and click the next button. Follow the on screen instructions and you will be paying your student's bill in no time.

27. If you have received a NOC (Notice of Change) e-mail from SallieMae, it means that your payment was processed by your bank, but the bank has notified SallieMae that there was a problem with the information that was used (the combination of account type, account number, and routing number). When SallieMae receives this information from your bank, they flag your account (routing number and account number) as a bad/invalid account. The next time you try to use this account to make a payment on SallieMae, the payment will be rejected/declined by the site.

This is true even if the only piece that was incorrect was the account type (checking vs. savings). You cannot simply use that same account and enter the correct account type. Your payment will still be rejected. In this case you must have your bank send verification of your valid bank account number directly to SallieMae. It should be faxed to (855) 261-9482. This fax should include the seven digit UCSC student account number, the student name, and that the student is from UC Santa Cruz. When SallieMae receives this information, they will remove the account from the list of invalid accounts.

28. Your SallieMae eBill is like a bank statement, or a bill that has been mailed to you.  It is created and sent to SallieMae once a month and any transactions that occur after that will show on your next statement.  (Transactions can include payments, waivers, charges, charge reversals, financial aid disbursements etc.)

If you have made an ePayment on SallieMae, then the ‘Amount Due’ that shows next to your current bill, before you click on it to see the details will reflect the amount you have paid via your ePayment, but again, it will not be shown in the details.  Only ePayments are reflected in this manner.  Any others will show on the next statement.

Students can view any transactions (including payments) that may have taken place on their UCSC student account since the time the statement was generated via the Student Center on their portal.  This is much like online banking, where you can check your daily transactions.