Frequently Asked Questions

Account Inquiry

Q : Why did the account enrollment request return an E-13?

A : E-13 is the error code when a patron's account exists with the information that is provided. However, the account is in a closed state. The account can be closed for various reasons, such as inactivity, at the request of the patron or if the account is in collections. To resolve this issue, the patron needs to contact Pavilion Payments to resolve the issue(s) and get the account reopened. The patron can not enroll in a new account in this scenario.

Enrollment

Q : Why can I not add a second bank account manually?

A : Patrons are only allowed to add a bank account manually if it is the first account they are adding during enrollment. Once one bank account has been added, all new additions must be completed using our open banking integrations.

Q : Can a patron enroll using a drivers license?

A : No. Currently all enrollments must use a full nine digit social security number.