Why do child support payments go to Supportkids before coming to me?

Part of our application process includes a limited power of attorney form for you to sign. This gives us permission to change the address of record for you at the state registry to our address. This helps us ensure that the non-custodial parent receives credit for the payment, both with the state registry and with the Enforcement Specialist working the case. When we are conducting negotiations with a non-custodial parent, it is important that we have an accurate record of how much has been paid so we can be most effective.

What amount is Supportkids trying to collect?

The amount Supportkids is trying to collect depends on whether you enroll in FlexPay or CollectPay.
If you enroll in FlexPay, we will work diligently on your behalf for as long as you choose to engage our services. While we don’t set a specific collection target, our goal is to try to collect all of the child support owed to you, including any arrears and interest that have accrued in your case.
If you choose CollectPay, we set a target collection amount at the time we receive the first payment from the non-custodial parent. We base the target collection amount on what is owed to you at the time of that first payment, including any judgment amount, plus monthly accruals, arrears and any interest due to you. This target number may be referred to as the "Specified Amount" or "Contract Amount". With CollectPay, we work on your behalf until the Specified Amount is collected.

How often does Supportkids work my case?

The frequency with which each case is worked is as unique as the individual case. At different stages of the collection process the time frame of when your case is worked can change. Generally, when your case is with an Enforcement Specialist, it is worked every 3-4 weeks.

How long will Supportkids pursue child support for me?

The length of engagement with Supportkids varies from case to case and depends whether you select to enroll in FlexPay or CollectPay. Since each case has its own unique set of circumstances, predicting how long it will take to collect all of the money owed is very difficult.

With FlexPay, you have the flexibility to decide how long you wish us to work your case. While you may cancel at any time, it is important to note that it does take up to a couple of months to develop and implement a collection strategy. 

With CollectPay, your length of engagement is determined by progress toward collecting the contract amount, which is set once we receive the first payment from the non-custodial parent.

What collection tools are available?

Supportkids uses voluntary and involuntary methods to resolve the child support obligation. The tools available to us include:

  • Verbal and written communication which can lead to voluntarily payments
  • Settlement negotiations
  • Wage withholdings
  • Liens

Please note that the experts at Supportkids will determine what actions are appropriate and in the best interest of your case.

What if the non-custodial parent files for bankruptcy?

While child support is not dischargeable in bankruptcy, bankruptcy law and its procedural rules temporarily shield the non-custodial parent from any collection action. Our efforts are placed on hold until one of the following occurs: (1) the bankruptcy case is closed; (2) the bankruptcy case is dismissed; (3) the debtor is discharged; or (4) a court order terminates or modifies the stay. Please notify us if bankruptcy becomes an issue. We will keep your case open, and monitor the progress of the bankruptcy. It is important to understand that bankruptcy cases can take months, sometimes years to resolve.

What do I do if the government sends me a hearing notice for my child support case?

Please forward any hearing notice you receive to our Client Relations Unit. Our Legal Department will review the notice to determine how the hearing impacts the Supportkids' case. In most cases, Supportkids will not attend hearings called by an entity other than Supportkids. Any time you attend a hearing, please advise Supportkids as to the outcome so that we will be aware of any changes to the court order for child support.

How will my child support be impacted if my current husband adopts my child?

Once your child is adopted, the biological parent is no longer responsible for paying "current" child support. However, in most cases the arrearages that accrued prior to the adoption are still owed.

Can Supportkids intercept an IRS tax return from the non-custodial parent?

As a private company, Supportkids does not have the authority to intercept the non-custodial parent's income tax return. Any payment we receive that is identified as an IRS intercept will be passed directly to you. Your local government office should update their records annually and include tax refund interceptions as an enforcement option.

Will you forward correspondence from me or my children to the non-custodial parent?

Yes, we will forward letters and pictures to the non-custodial parent at your request. All correspondence is reviewed in advance for appropriateness. Our policy is the same for communication from the non-custodial parent to you or your children.

How do I update my name change through Supportkids?

Send your request in writing and include a copy of valid identification such as driver's license, social security card, or marriage certificate. Make sure to include your Client ID Number.

How will my checks from a non-custodial parent, not affiliated with Supportkids, be impacted by your involvement?

There is a chance that your payments from another non-custodial parent will be forwarded to Supportkids. Our contact information is provided to state offices after your case has been accepted and often times they update every record associated with your name. When checks from the secondary non-custodial parent arrive, we will forward them to you as quickly as possible. Unfortunately, this will cause a delay in receipt of your payment. There is no alternative to this step.


Am I eligible to apply for Supportkids services?

In order for Supportkids to review your case:

You must not be currently receiving cash assistance from the state, such as welfare or TANF.
You must have a signed court order that establishes child support. This can be a divorce decree, order establishing parent-child relationship, paternity order, judgment or other court document in which child support is ordered.
You must be owed at least $1000 in child support.

Once you submit this initial information, we will work with you to fill in the rest of the case details we need to be successful.

Services not available in every state.

How do I apply for your services?

Getting started is easy with our online application which is available 24-hours a day online. Simply fill out a few eligibility questions to establish your case and then provide some more case details online or over the phone with someone from our Case Preparation Team.

If you prefer to discuss your child support situation with us first, please call us at 1-800-691-KIDS (5437).

How can I get a copy of my court order?

You can obtain a copy of your child support order from the courthouse in the county where your order was established. A copy of the order is normally located at either the District or County Clerk's office. You may also be able to obtain a copy of your order(s) from the child support agency in which you have or had an open case. 

In some cases, Supportkids may be able to obtain a copy of your court order for you. Please be advised that there may be an additional charge for this service.

I am not sure if I have enough information about the non-custodial parent. Can I still apply for your services?

The more information we have about the non-custodial parent, the better. Once you sign up, we will ask for some more details about your case, including whatever information you have about the non-custodial parent. The more information we have, the faster your case progresses to the collection stage. We know that you may not have every detail about the non-custodial parent, or that the information you do have may be outdated. We will use what you provide as a starting point and will work to fill in any information gaps.

I receive payments sporadically. Is Supportkids a good option for me?

If you receive sporadic payments from the non-custodial parent, the reliability with which you receive them will determine whether Supportkids is a good option for you at this time.

With our CollectPay service, once we begin our collection efforts, all payments received will be subject to our contingency fee because we will be working on your behalf. 

With FlexPay, you pay a monthly fee for us to try to increase the amount and frequency with which you are getting your payments. This is a flexible plan that you can use for as long as you need.

With either plan, our goal is to collect more that you are receiving now and establish more consistent payments, but we do not want to disrupt any reliable payments that you are already receiving.  Collection is never guaranteed.

We encourage you to call us so we can discuss your individual circumstances and help determine whether Supportkids is a good option for you and if so, which payment choice makes the most sense.

What if the non-custodial parent is in jail?

Our goal is to bring money into your household. If the non-custodial parent is incarcerated, it is very difficult to collect and therefore, Supportkids will not be able to assist. However, when you find out that he/she is out of jail, please call Supportkids as we may be able to help you at that time.

What if I need help collecting child support from more than one non-custodial parent?

If you have more than one non-custodial parent who owes you child support, Supportkids may be able to help. An application for each non-custodial parent should be completed and each case will be reviewed independently for eligibility.

What is the best way to get my documents to you?

In every case we work, we need a copy of a court order and a copy of a Driver License. To speed up the process, we recommend scanning and emailing a copy of your documents to us or even faxing them.

If you have a smartphone, there are several free apps available that allow you to use your camera as a scanner. Simply scan your documents and then email them to caseprep@supportkids.com. 

If you have access to a fax machine, fax your documents to 877-202-0869.

If you prefer to use mail, our address is:

Supportkids Services, Inc

PO BOX 18329

Austin, TX 78760


How much does it cost to use Supportkids' services?

In most cases, Supportkids offers two payment options for our services. 

With FlexPay, pay a monthly service fee of $79 for as long as you want our help with your case. This is our most flexible option, because there is no contract and you may cancel at any time.

With CollectPay, you will never have any out-of-pocket fees. We retain our fees from the child support payments that we collect for you. If for some reason we are not successful, you don't pay us anything. Once child support payments begin, we retain an initial Case Development Fee of $475, we will deduct 34% of every payment collected on your behalf, and send you the rest. 

Promotional pricing for our services may be available. Apply now for more information.

What do I get for Supportkids' fees?

Our services include expert case evaluation, highly skilled locate and enforcement services, negotiations with the non-custodial parent, communication and document exchange with state agencies, processing of your payments, and continuous monitoring and renewed enforcement of your case, when needed.

When we work your case, your online account information is updated immediately to reflect any actions taken.  With 24-hour access, you always have your case details at your fingertips. In addition, our Case Preparation Team and Client Services Team are available by phone to assist you with your case.

How do I pay for your services?

If you sign up for FlexPay, we will bill you every 30 days for our child support collection services. You can set up the recurring payment using a credit card or a bank draft. For your convenience, you may select what day of the month the payment is charged.

If you select CollectPay, we will deduct our payment for services from child support payments we receive on your behalf. 
In most cases, payments are sent here and we deduct our fees then send the remaining amount on to you. If a payment is mailed directly to you, please forward the payment to us so it can be processed appropriately.

What is FlexPay?

FlexPay is a payment option that we offer to our clients who are owed more than $1000. A low monthly payment gives you 100% access to our professional child support collection services. The monthly payments are consistent, there are no long-term contracts and you may cancel at any time. 

It is important to note that preparing a case for collection and developing an effective enforcement strategy can take several months.

What is CollectPay?

CollectPay is a payment option available to our clients who are owed more than $3000. 

When you sign up for CollectPay, you pay nothing out of pocket until we begin collecting from the non-custodial parent. Our fees are deducted from payments received.

Which is best for me, FlexPay or CollectPay?

Since in most cases we offer two ways to pay for our services, many people want to know which is the best choice for them.

Deciding which fee structure to use is up to you. One offers more flexibility and the other offers no out of pocket expenses. Select the option that works best for your family and your budget.

With FlexPay, you know exactly how much our service will cost on a monthly basis. 

Example: Whether we collect $300 or $500 in a month, the monthly cost is the same. 

Since this is a monthly plan, you may cancel our services at any time.

With CollectPay, we prepare and work your case without collecting any fees from you upfront. Once the non-custodial parent starts paying, we retain the first $475 to cover all the work that went into preparing your case for collection, and then we retain 34% of each additional payment.

 Example: After the Case Development fee of $475 is retained, if we collect a payment of $300, we would retain $102. If we collect $500, we would retain $170.

Since a lot of work goes in to prepping and working your case, we will continue collecting for you until we have collected all of the contract balance. At that time, we begin monitoring your case for a reduced fee of 15%, if you choose to continue working with us.

Certain restrictions apply. Services not available in all states.

Direct Deposit

Why should I sign up for direct deposit?

Direct deposit is a convenient way to receive your child support payments. The funds are automatically deposited into your account. No need to pay check cashing charges or make a trip to the bank!

How do I sign up for direct deposit?

Once your case has moved out of the Case Preparation process, you can set up direct deposit by logging into your Supportkids account and clicking on the Myl Direct Deposit tab. Once your information is entered, payments to you will be deposited directly into your bank account. You must have a US bank account to set up direct deposit. If you have a case with us but do not have a log in for an online account, please contact Client Services.

How long does it take to set up direct deposit?

There is a very short processing time to establish your direct deposit information at your bank. If a payment comes in while your account is processing, we will issue your funds via TotalPay Card.

How do I know how much money was deposited into my account?

Supportkids is able to update you on the amount of child support that we collected and the amount that was deposited into your account. You will receive an email once a payment has been processed on your case. You can also obtain this information by logging in to your Supportkids account or by contacting our Client Relations Team.

When should my funds be in my bank account once you receive my child support payment?

The funds should be in your bank account within 7 business days after we receive your child support payment.

What if I want to change my bank account information for direct deposit?

You can change or update your direct deposit information by logging into your Supportkids account and clicking on the My Direct Deposit tab. If you have a case with us but do not have a log in for an online account, please contact Client Services.

What if I do not want to receive my child support payments through direct deposit any longer?

Contact our office right away if you want to cancel direct deposit. If funds are received after your direct deposit is canceled, the child support payments will be loaded to a TotalPay Card.

TotalPay Card

What is a TotalPay Card?

A TotalPay Card is a Visa Debit card for your child support payments. TotalPay Cards are accepted at millions of locations nationwide that accept Visa debit cards! Your child support payments will be loaded onto a TotalPay Card and will be immediately ready for use.

What are the benefits of a TotalPay Card?

TotalPay Card is a convenient way to receive your child support payments. No need to pay check cashing charges or make a trip to the bank!

How can I receive my funds through a TotalPay Card?

If you have not set up direct deposit, we will issue you a TotalPay Card with your initial payment. All of your payments will be loaded onto your card and you will have immediate access to the funds. If you have direct deposit and would prefer to receive your money via TotalPay Card, contact Client Services.

Is everyone eligible to receive a TotalPay Card?

While everyone is eligible for a TotalPay Card, we are unable to send one to a PO Box. If your address is listed as a PO Box, we encourage you to set up direct deposit. If that is not possible, you will receive your payments via paper check.

What is a Money Network Check?

No cash on hand? With Money Network Checks, you can write a check to yourself to access 100% of your exact child support payment and cash it for free at several locations including all Wal-Mart stores. You can also use the Money Network Checks like money orders to pay bills.

Can Supportkids tell me my balance on my TotalPay Card?

Supportkids will not have access to your TotalPay Card balance or details of usage. Please contact:

Money Network

How do I find out how much money Supportkids has loaded to my TotalPay Card?

Supportkids is able to update you on the amount of child support that we collected and the amount that was loaded onto your TotalPay Card. You can obtain this information by logging in to your Supportkids account or by contacting our Client Relations Team.

Why are there "pending charges" on my TotalPay Card and how does this impact my balance?

Certain merchants will put a hold or "pending charge" on your card to ensure funds. Examples of these merchants could include gas stations, hotels and car rental companies. This will impact the balance of funds that is available for use.

How can I obtain funds from my TotalPay Card without being charged a fee?

If you use the TotalPay Card as a signature point of sale, meaning the PIN is not used, there is no charge. You are allowed one free ATM transaction per month. You can write a Money Network check to yourself and access 100% of your funds by cashing the check for free at several locations including all Wal-Mart stores.

What if I prefer to receive my funds via direct deposit instead of a TotalPay Card?

If you prefer to have your child support payments deposited into your bank account, you can set up direct deposit by logging into your Supportkids account and clicking on the My Direct Deposit tab. Once your information is entered, payments to you will be deposited directly into your bank account. If you have a case with us but do not have a log in for an online account, please contact Client Services.p>

Supportkids Performance

Can you guarantee collection for me?

Unfortunately, even Supportkids cannot collect in every case. However, with over a decade of experience, Supportkids is well equipped to pursue any number of collection options and will work tirelessly on your behalf. 

Does Supportkids have the child support experience my case needs?

Everyone who works at Supportkids feels pride in our mission. Whether we worked at the state prior to Supportkids, have a personal experience with child support or simply wish to work for an organization that helps people, we are all here for a reason. In our management staff alone, we have over 100 combined years of direct experience in the child support arena. The tenure and experience of our staff, from top-to-bottom, qualifies us as the child support experts!

How will Supportkids respect my privacy?

We create confidential client ID numbers to assure that only you can access your case information. Your personal information is never given to the non-custodial parent. We don't sell or release client lists. However, If we determine that Supportkids or another affiliated company can provide products or services matching your specific needs, we may share your information with these affiliated companies so that they may provide you with information about a specific product that may be useful to you. See our Privacy Policy for more information.

How is Supportkids different from the state?

State agencies have many processes in place for child support collection. However, since so many of them are automated, some cases fall through the cracks. In addition, since they are responsible for more than just child support enforcement, the staff at the state agencies often have caseloads that hamper their ability to give each one the individual attention it needs.

Our Enforcement Specialists work each case they are assigned personally, so if there is a break in payment, they know it and can react quickly. In addition, rather than just sending letters that can easily be ignored by the non-custodial parent, we are also going to pick up the phone and attempt to make contact. Direct negotiation is a powerful tool, and one that many state agencies simply do not have the resources to use.

Why is Supportkids so successful?

Our focus is solely on child support collections so we can give the cases we work dedicated time and attention. Our enforcement strategies are designed with specific case details in mind, rather than treating every case the same. Our highly trained and experienced enforcement professionals have manageable caseloads and we use state-of-the-art information systems to achieve our goal: getting the money you are owed into your household.