Misc. FAQ

How safe is my account information?

We use commercially reasonable security technology to keep your account information safe. With encryption, firewalls, and trusted operating systems incorporated into our overall banking architecture, authentic transactions may take place over the internet with relative safety. No system is completely safe from third parties, however. As such, we do not guarantee the security of all communications.

Your online NTID and password are confidential and you should exercise care when using them. Don’t make your password something that can be easily guessed or figured out. Never give your NTID or password to anyone and never write them on your PC or any computer materials. Never accept advice from strangers while you are using it. Beware of fraudulent requests for your password by someone posing as a bank employee. A bank employee would never ask for this information! Never use a “Save Password” feature if offered by your browser. (This would allow anyone who opens your browser access to your account information without needing your password).

Use a browser with 128-bit encryption. (encryption is a method of scrambling information transmitted between you and the bank).

How do I know if my internet browser has the right level of security and encryption for Citizens Bank Online?

The Citizens Bank Online login page has a “Test Browser” button that you can click to see if our browser offers the required encryption.

Can anyone else see my account information?

No, online account information is available only to those with an authorized Citizens Bank Online NTID and password. The information is not public. For more information please refer to our Privacy Statement.

How quickly will Citizen Bank Online load over the internet?

A secure site such as Citizens Bank Online will be somewhat slower due to the encryption process.
Additionally, the capabilities of your computer, memory space available, modem, software, and Internet Service Provider all affect the speed at which the information travels. Please be patient, the slower speed is for security and protection for both you and the bank. Some tips that can help if memory is the problem:

  • Click on your browser’s “Help” button to find how to make appropriate changes
  • Reduce the graphics – Graphics require extensive system resources, and can be eliminated to speed up the loading process
  • Clear your memory cache
  • Shut down other programs you have running
  • Change your wallpaper to a generic pattern or remove your screen saver feature.

Why do you ask for my email address?

This is a useful means for us to provide you with important information about Citizens Bank Online, and forthcoming enhancements or changes to our products and services. We will never send personal or confidential account information via email. We will never give your email address to anyone else. For more information please refer to our Privacy Statement.

I am receiving error messages when attempting to access Citizens Bank Online, Why is this?

It could be that we are performing routine maintenance or are experiencing unexpected downtime during the time you are attempting to loggin. Whenever possible, routine maintenance will only be performed during periods of minimal usage (i.e. Sunday mornings between the hours of midnight and 4:00 a.m. CST).

We will always try to notify you at least 48 hours in advance of any scheduled downtime. If we are experiencing unexpected downtime, you will not be able to access Citizens Bank Online until the problem is resolved. Once the sytem is back up and running, you should be able to loggin normally. If you continue to experience problems, please contact a Citizens Bank representative during normal business hours at (479) 474-1201.

Can I access Citizens Bank Online from outside the United States?

Yes. Just use a secure browser.

How do I contact the Bank if I have additional questions or comments about Citizens Bank online?

If your have any questions, comments, or concerns you can email us. Please note that email is not a secure environment like Citizens Bank Online. Please do not include any sensitive information in your email, such as account numbers, passwords, or social security numbers. Your name, a phone number where you may be reached, and a general description of your question will be sufficient to respond to your question. You may also call a Citizens Bank representative at (479) 474-1201 from 8:30 a.m. to 5:00 p.m., Monday through Thursday and Friday from 8:30 a.m. through 6:00.

Mobile Deposit FAQ

What is Mobile Deposit?

With Mobile Deposit, you can electronically deposit checks with an IPhone or Android device that has a camera by using our Citizens Bank App. Simply snap photos of the front and back of your properly endorsed check to make deposits into your account.

Eligibility Requirements for Mobile Deposit?

Mobile Deposit is available to customers who have:

  • Enrolled in Mobile Banking
  • Downloaded our Citizens Bank App
  • Maintained an active deposit account (checking or savings) for 90 days with a positive
  • Had no chargebacks in the last 90 days
  • Demonstrated financial responsibility with all accounts

Applications are processed by our On-line Banking Department to ensure the customer meets these qualifications prior to providing customer access to Mobile Deposit.

How does the customer apply for Mobile Deposit?

Simply return our completed Mobile Deposit Enrollment Form to our On-line Banking Department.

Customer will be notified by letter once they have been approved for enrollment.

Is there a charge for Mobile Deposit?

Mobile Deposit is free for retail customers. There is a $.50 per deposited item charge for business customers.

What is the cut-off time for deposits?

Deposits made by 7:00pm CT will be processed on the same business day. Deposits made after 7:00 pm CT will be processed the next business day.

When are the funds available?

Funds from Mobile Deposits will be available the next business day after the deposit has been made. All mobile deposit transactions are reviewed daily. In the case of a hold, the customer will be notified by phone call or mail.

What types of items can be deposited?

U.S. Checks ONLY

We do not accept:

  • Checks payable to any person or entity other than owners of account receiving credit
  • Checks containing any alterations
  • Checks that are not in original form with a signature (no substitute or remotely created checks)
  • Checks that are stale dated or postdated
  • Checks drawn on a financial institution located outside the United States
  • Checks not payable in US currency
  • Government checks, insurance drafts, non-bank money orders, non-bank cashiers checks, savings bonds, travelers’ checks

Can the customer view their deposit in Online Banking?

The Mobile deposit will not show in their Online Banking until after our nightly processing. They can see the deposit by clicking on “View Deposits” within the Mobile Deposit section of their Citizens App.

Does the check need to be endorsed?

All checks MUST be endorsed “FOR DEPOSIT ONLY” along with the customer’s endorsement.

Mobile Banking FAQ

What are the restrictions on the type of mobile devices that can be used to access accounts?

The mobile solution is phone device agnostic. It works with any web-enabled mobile phone device whose network allows secure SSL traffic.

What functions can I perform from my mobile device?

Provided that your Financial Institution has given you access, you can:

  • View Transactions history
  • View Account Balances
  • Transfer Funds between accounts
  • Pay Bills to existing Payees
  • View Alerts

How do I know if my transfer or bill payment was entered successfully?

Each time you make a transfer or bill payment, a confirmation SMS Text Message will be sent to your mobile device. If you do not receive a confirmation text message, double check to make sure the transaction went through.

What happens if I lose my mobile device?

Since your account data is not stored on your mobile device, your information cannot be stolen. When you replace your device, simply edit your Mobile Settings and make any changes to other Wireless Provider and/or Phone Number.

Why can’t I add a new payee?

Functionality is limited to sending payments to already established payee. To add a new payee, login in to the onlne banking site, select Bill Payment, and add a new payee. You can then submit payments to that payee via your mobile device.

What happens if I lose communication/signal during a transaction?

When you complete a transaction from your mobile device (bill payment, funds transfer, etc.) you will receive and SMS Text Message as confirmation that the transaction was successful. If your do not receive this message due to a dropped call or lost signal, check your accounts and re-submit any transactions that did not process.

What do I need to do if I get a new phone?

If you simply get a new phone, but are using the same phone number and provider, no changes on your part are necessary. If you switch providers and/or phone numbers, log in to your NetTeller account via the Internet and update your information on the Options > Mobile Settings page. You will not receive SMS Text Messages regarding Mobile Banking transactions if your phone number is not correct.

How can I search for a transaction?

You will only be able to view 15 days worth of transactions history on your mobile device. There is not a search feature.

Can I use any mobile device to access my accounts?

Yes. You can access your accounts via any mobile device that is web-enabled and allows secure SSL traffic. The only difference is that SMS Text messages will be sent to the device that is web-enabled and allows secure SSL traffic. The only difference is the SMS Text messages will be sent tot the device entered when enrolling for mobile banking, not any device from which you perform a transaction.

Can I add a new Bill Payment Payee via mobile banking?

No. You can only add payments to payees already established through your traditional Internet-based NetTeller ID.

How do I delete a Bill Payment that I set up through my mobile device?

You must log in to the Internet-based NetTeller ID and delete the payment from the main menu of the Bill Pay module.

When I try to enter an amount for a bill payment or transfer, I can’t enter any numbers, only letters. Why?

Check your phone’s settings to make sure you don’t have Alpha-only enabled on the keypad.

Online Banking FAQ

What is Citizens Bank Online Banking?

Citizens Bank Online banking lets you perform many banking activities via the internet. You can get up-to-the-minute information about your accounts and view all account transactions including ATM and point of sale transactions. You can transfer funds between eligible accounts including making payments on loans. You can download transaction information into money management software programs such as Quick Books or Quicken. Another feature of Citizens Bank Online Banking is the ability to pay bills online with Bill Pay.

Is Citizens Bank Online available for my business accounts?

Yes, Citizens Bank Online is available for both our consumer and commercial customers. If you have both your personal and business accounts with us, you will need to submit separate applications for access to Citizens Bank Online. You will need to submit separate applications for access to Citizens Bank Online. You will need to have separate online NTIDs and passwords to access your accounts and you will not be able to view your personal and business accounts at the same time.

How much does Citizens Bank Online and Bill Pay cost?

Citizens Bank Online is FREE to all account holders. The online Bill Pay service is free to most qualifying personal account customers. You would need to speak to a customer service representative for that information. Bill Pay is available to Business qualified applicants for a monthly fee of $5.95 a month for the first ten and .50 cents for each one over that.

What do I need to get started using Citizens Bank Online?

You need the following to access Citizens Bank Online:

  • A personal computer
  • An active account with an Internet Service Provider (ISP)
  • Internet browser software with 128-bit security encryption
  • An account with Citizens Bank & Trust Company
  • You will also need to enroll for a Citizens Bank Online for a NTID and password

If you already have an internet browser with 128-bit security encryption, it is not necessary to download any additional software or programs. All updates, enhancements, or other changes to Citizens Bank Online will automatically be reflected each time you log onto the system.

How do I sign up for Citizens Bank Online?

If you currently have an account with us, you have two ways to sign up. For security reasons, we will identify you prior to providing access.

  1. Click on the “Online Banking” tab located under the “Our Forms” dropdown or click here.
  2. Fill out the Citizens Bank Online form (This can be done on your computer or after the form has been printed)
  3. Mail the completed, signed, and printed application to:

    Citizens Bank & Trust Company
    P.O. Box 469, Van Buren, AR
    72957-0469

    Within a verifiable amount of time a properly completed application and agreement we will mail you Citizens Bank Online NTID and password.

  4. Come in and meet with one of our customer service representatives at any time during normal business hours to request the service. You will be asked to sign our Citizens Bank Online application and your NTID and password will be provided to you.

Once you receive a Citizens Bank Online NTID and password, you can begin using the service by clicking on the “Account Login” link from our “Login” drop down.

If you are not currently a Citizens Bank & Trust company Bank customer, please stop at any of our locations for new account information.

How do I log into Citizens Bank Online for the first time?

Upon receipt of your online NTID and password:

  • go to our Website (www.cbankand trust.com)
  • Click on the “Account Login” link under the “Login” dropdown.
  • At the login screen, enter your Citizens Bank Online NTID and password in the indicated locations
  • After logging in, you will be prompted to change your password. This is required for security reasons.
  • You are now ready to use the service anytime and anywhere you have internet access

Please Note: Your password must be a minimum of 6 characters with a maximum of 8 characters in length. The system is case sensitive. Your password must be comprised of both letters and numbers. For a more secure password, we suggest you use a combination of upper and lower case letters and numbers. Do not make it something that can be easily guessed or figured out (i.e. your nickname, middle name, etc.).

Can I change my ID to something shorter and/or simpler?

You can create an alias for your Citizens Bank Online NTID to make it easier to remember. Anytime you have logged on, select “Options” tab from the online banking tabs that are accessible via your online banking account. From the “Options” tab simply change the Citizens Bank Online NTID (Alias) and then follow the directions. The next time you log into Citizens Bank Online you will be able to use the NTID (Alias) that you created.

How do I change my password?

You are able to changer your password any time you log on to Citizens Bank Online. Select the “Option” tab from the “Online Banking Services” tab. Simply select the “Change Citizens Bank Password” and then follow the directions that are presented. Your password must be a minimum of 6 characters with a maximum of 8 characters in length. The system is case sensitive. Your password must be comprised of both letters and numbers. For a more secure password, we suggest you use a combination of upper and lower case letters and numbers. Do not make it something that can be easily guessed or figured out (I.E. your nickname, Middle name, etc.).

What if I have problems with or forget my Citizens Bank Online NTID and/or password?

If you lose or forget your online NTID or password, you may contact a Citizens Bank representative at (479) 474-1201 during regular business hours. After confirming your identity, we will be happy to assist you.

Why Does it say that my account is locked? And what do I dow now?

Your account becomes locked after three (3) unsuccessful login attempts. To get “unlocked”, contact a Citizens Bank representative during normal business hours at (479) 474-1201 and they will be happy to unlock and reset your account for you.

What accounts can I access using Citizens Bank Online?

You can access any Citizens Bank checking account, money market, savings account, certificate of deposit, or loan or IRA you have with us. Certificate of deposit access will provide information only. You cannot request transfers to or from certificate of deposit accounts. You can make transfers to loan accounts, but you cannot make transfers from your loan account to other accounts that you may have per federal regulations, you cannot make more than 6 electronic or telephone transfers or ACH withdrawals from Money Market accounts per month.

Can I change or customize the account names that are displayed?

Yes. You are able to change the names that are displayed for your accounts any time you log on to Citizens Bank Online. Select the “Options” tab from your online banking tabs that is accessible at the right of the page. Select “Account” then type the new pseudo account name in the box. You will be presented with a list of all your accounts and boxes to enter in the new account names that you choose. When finished typing in any new account names, simply click the “Submit” button. A confirmation page will appear confirming each account name change that you have made. If you are finished making changes, select the “Account Listing” link at the top of the page to return to the main account listing page. Any changes you made will immediately be reflected in your account names.

Is the information about my accounts timely and accurate?

Yes. All information and transactions conducted during normal business hours are handled on a teal time, online basis. During normal end-of-day processing the date is forwarded to the next business day and transactions done after that time will carry to the next business date.

How do account transfers work?

From your account list, simply select “Transfers” from the “Select Option” drop down box next to the account from which you want to transfer money, enter the amount to transfer, enter the frequency and date(s) the transfer is to be made, and click the “Submit” button. Transfers between accounts requested after 5:00 p.m. CST (or on a weekend or bank holiday) may be processed the next business day.

Note: Transfers from loan accounts are not permitted.

Can I transfer to and from any account?

Account transfers are allowed to and from personal checking, savings, and money market accounts for which you are an authorized signer on the account. You cannot transfer funds from an installment loan or line of credit or from or into a certificate of deposit or IRA. Funds transfers into loans will be credited as payments. Federal regulations limit the number of transactions you can perform on a savings account and money market account. For specific details, please consult your individual product disclosure you received upon opening your account, or call a Citizens Bank representative at (479) 474-1201

Why can’t I transfer funds online between my corporation and personal accounts?

Regulators place a strict burden on banks to limit potential liability with respect to funds being improperly moved from corporation accounts to personal accounts. A check being written from the corporation by and authorized signer, to a specific payee, provides a paper trail that can be used if, at any future date, there is any question as to why corporate funds were moved to a personal account.

This applies to Corporations, Limited Liability Companies (LLC), and partnerships.

Can I use my financial software program with Citizens Bank Online?

Yes, you can download posted transactions to your financial software program. Uploading transactions from you financial software program to Citizens Bank Online is not possible at this time. Quicken and Quick Books are supported for downloading transactions from Citizens Bank Online.

How do I import transactions to my financial software program?

Follow these steps to import your transactions into your financial software program:

  • Click the “download” link in the “Select Option” drop down menu located at the top of each page.
  • Choose the source account and the date range you wish to download
  • Select the type of software you are downloading into
  • click the “Continue” button
  • Follow the appropriate directions on the screen to download your transactions
  • If you right clicked on the link and saved the file to your personal computer, you will need to open your financial software program, click on “File”, then click “Import”, locate where you saved the downloaded file and click on it, and then click the import button.

When I was trying to import my transactions into my financial software program, I received an error that states that the file format is invalid. What can I do?

Please make sure you followed the steps outlined in the previous question, paying particular attention to the type of software program to which you choose to download.

If this does not remedy the problem, contact a Citizens Bank representative at (479) 474-1201

What equipment do I need to use for my Citizens Bank account access?

The equipment needed to use for Citizens Bank account access is a computer, and internet service provider for internet access and one of these supported browsers; Microsoft Internet Explorer – IE, Firefox, Safari (Apple/Mac users only), Google Chrome the most current and on previously.

If you use another browser you will need to download one of the above browsers to utilize Citizens Bank account access.

How is my information secured when viewing through the internet?

When logging in to Citizens Bank online banking, you enter a “secure server” area using the latest Secure Sockets Layer (SSL) cryptography. From the moment account information leaves your computer to the time it reaches the processing computer, all internet banking sessions are encrypted.

Microsoft users will see a “closed lock” indicating a secure session.

You automatically will be disconnected from the processing computer after approx. ten (10) minutes of inactivity. To return to Citizens Bank online banking, you will need to repeat the logon security protocol.

What options are available for transferring funds?

You can transfer money to or from your checking and savings accounts. You can make payments to your mortgage loan, installment loan.

You may specify that a transfer occurs one time or you may specify that a transfer occurs on a recurring basis. The transfer cut-off time for the current day’s processing is 5 p.m. transfers initiated after 5 p.m. will be processed on the next business day.

Bill Pay is a service offered within Citizens Bank online banking. It is FREE on most qualifying personal accounts. There is a monthly fee for using this service for business accounts. $5.95 a month for the first ten (10) and .50 cents for each on over that. You are able to make payments either electronically or by check to third parties.

Can I change either my User ID and/or password?

You may change both your User ID and password once you have logged in.

How do I download my account information?

  1. From the main screen, click on “Download”
  2. Select the dates that you want to download
  3. Choose the type of file you would like to download.
  4. Click on the “Submit” to begin the download
  5. Specify where you would like for the file to be stored

How many employees in my business will be able to access the company’s online banking accounts?

There are no limits to the number of users for a company, but access should be limited to those employees who are responsible for accounting procedures.

Online Bill Pay FAQ

How do I sign up for the Citizens Bank Online Bill Pay service?

Bill pay is an option you can apply for when enrolling in Citizens Bank Online. Pre-approval for Bill Pay is required.

Pleas call a Citizens Bank representative at (479) 474-1201 during normal business hours for answers to your questions about the application process and costs for the Bill Pay service.

How do I start using Bill Pay?

the first time you use the Bill Pay service, there are some one-time set-up steps to perform.

  1. You must first identify which account(s) to use as your Bill Pay account(s)
  2. You must now set up your payees:
    • Select “Add Payee” from the Bill Payment drop down menu
    • Complete this process for each new payee you wish to add
    • Once payees have been added, they can be viewed, and certain information can be edited by selecting “View Payee List” from the “Bill Pay” drop down menu
  3. Now you can set up your payments
    • Select “Pay Bills” from the bill Pay tab menu
    • From the drop down menus, select the account from which the bill will be paid and the payee
    • Enter the dollar amount of the payment and any memo information
    • Choose the frequency of the payment

for recurring payments, enter the expiration date of the payment and whether or not the amount is different for each payment.

  • When payment information is complete, click on “Submit Payment”
  • Repeat these steps for each additional payment you wish to make.

Once you have set-up your bill pay accounts and entered your payees, you will only need to complete the directions in item 3 above for future bill payments. You will need to enter any new payees that you have not previously set up.

Note: The first time you utilize the Bill Pay service, to ensure your payee(s) receives the payment on time, schedule all your payments at least eight (3-5) business days before your bill’s due date. You can always adjust the lead-time as you observe how quickly a payee posts your payment, but we recommend always using at least a five(5) day lead time in case of unforeseen delays.

What is the difference between a bill payment and a transfer?

A transfer refers to the ability to move funds between individual accounts that are linked to you, such as checking and savings. A bill payment is a payment to a third party. a bill payment synonymous with writing a check.

How will I know what payments have been made?

When you log into Citizens Bank Online Banking, you will always be able to view all of your transactions that have posted to your accounts. Any payments that have been made using Bill Pay will also appear on your regular monthly or quarterly bank statement.

Which of my bank accounts can I use to pay my bills?

The Bill Pay Service is offered through your checking account with the bank, or if you have more than one checking account, you may select which checking account(s) from which to make the payment.

Who can I pay

You can make payments to virtually any business or individual located within the United States.

Is there anyone I shouldn’t pay through Bill Pay?

The Bill Pay service is not recommended be used to make payments to settle securities purchases, federal and state tax payments, or court-ordered payments.

Do I need to contact my payees to tell them I’m using Citizens Bank Online Bill Pay?

No. Your use of Bill Pay will be seamless to your payees. It will not change how your payments are credited or how money moves through your accounts.

How are my bills paid?

Payments that are entered or scheduled prior to 2:30 a.m. Central Standard Time (CST) on a business day will be processed at our 2:00 a.m. CST processing time.

Payments that are entered or scheduled between 2:00 a.m. and 11:45 a.m. CST on a business day will be processed at our 12:00 noon CST Processing time.

Payments entered or scheduled after 12:00 CST will be processed the next business day at our 2:00a.m. CST processing time.

Payments are sent to your payees in one of two ways:

For those payees you have set up as Electronic Payees, Payments are made electronically by our third party service provider. Although the funds are debited from your account the same day, it may take 3 to 5 days for the electronic payments to reach your payee(s); or

For all other payees, payment is made by check, with your name listed as sender, mailed that same day through the U.S. mail to your payee. The checks are laser printed and MICR encoded at the JHA Service Bureau, our third party service provider. The checks are encoded with the routing number of Citizens Bank, your account number, and a sequential check number. These checks clear against your account just as if you had written the check from your own checkbook. Sufficient time must be allowed for the post office to deliver the check to you payee(s).

When is my account debited for my scheduled bills?

For all scheduled payments, whether they are to be made electronically or by check, there are two processing times daily – one in the morning at 2:00 a.m. CST, and one at 12:00 noon CST.

For any electronic payments entered or scheduled by 1:45 a.m. CST on any business day, your account is debited at the 2:00 a.m. CST Processing time. For any business day, your account will be debited at the 12:00 noon CST processing time. For any electronic payments entered or scheduled between 2:00 a.m. CST and 11:45 a.m. CST on any business day your account will be debited at the 12:00 noon CST processing time.

For payments that are to be made by check, the check is prepared and mailed on the scheduled date, however your account is not debited until the check is deposited by your payee and it clears the bank, just as if you had written the check yourself.

11:45 a.m. CST is the “end-of-day” cut off time for Bill Pay transactions. Bill payments entered after 11:45 a.m. CST may be processed the following business day during the 2:00 a.m. CST processing time. Payments scheduled on a bank holiday or weekend may be processed the next business day.

Can I schedule recurring payment?

Yes. Refer to the “How I start using Bill Pay” section above. Bill Pay will continue to automatically schedule and send the payment at the specified interval util the number of payments remaining are zero or you cancel the recurring payment option.

Note: Payments scheduled on a bank holday or on a weekend may be processed the next business day.

How do I cancel a bill payment or recurring payment?

Select “view Scheduled Payments” from the Bill Pay drop down menu. Click on the delete option beside the payment the you want to delete and then click confirm. If you are deleting a payment due today, you must delete it prior to the earliest processing time of the day – no later than 1:45 a.m. SCT if you entered or scheduled it prior to that time, and no later than 11:45 a.m. CST if you entered or scheduled it between 2:01 a.m. and 11:45 a.m. CST.

Can I change or delete a payee?

Yes. Select the “View Payee List” from the Bill Pay drop down menu. From the list of payees, select either edit or delete beside the name of the payee you wish to edit or delete.

Can I change a scheduled payment?

Yes. to change a payment, select “View Scheduled Payments” from the Bill Pay drop down menu. From the Payment Schedule, select the payment(s) to edit by clicking in the “Quick Edit” box next to the payment. From there you will be able to modify the amount and memo of each payment selected. You can also delete a scheduled payment (see “How do I cancel a bill payment or recurring payment” above).

Can I place a stop payment on a bill payment that has already been processed?

Stop Payments can be placed on Bill Pay checks after they have been printed and mailed. We cannot place a stop payment on an electronic bill payment that has already been processed. There may be a fee for any stop payment request.

What is the cut-off time to change or delete pending payments?

You may cancel or change any scheduled payment through Citizens Bank Online by not later than the earliest processing time on the scheduled payment date after you have scheduled the payment. There are two processing times each business day: 2:00 a.m. and 12:00 noon CST.

What should I do if a payee has not posted my payment or I’ve received a late notice?

First, you should always allow enough time for the payee to receive and post your payment. Remember to allow at least 72 hours for electronic payments and up to 10 days for check/draft payments. If you receive a late notice, and more than enough time was given for the payment, call the payee directly to ensure your payment and late notice did not cross in the mail. You may also check your account transactions by using Citizens Bank Online to see if your payment or check has cleared. If you believe an error has ocured, you can call us at (479) 474-1201. After verifying your identity, we will ask for the payee’s name, payment date, amount, account number and we will research the payment.

What happens if i don’t have enough money in my account to cover a Bill Payment? Will I be notified?

Electronic payments are verified against available funds in your account before they are debited. If there are insufficient funds, the payment will not be processed. You will need to resubmit the payment when there are sufficient funds in you account.

Checks issued through Bill Pay are not verified against available funds in your account before they are processed. If your account has sufficient overdraft protection to cover the payment, we’ll draw against that, otherwise the payment may be canceled and not processed. If a payment is canceled due to insufficient funds, the bank will send a “Non-Sufficient Funds Notice” to your mailing address on file.

Secure Sign On FAQ

What Is Secure Sign On?

Secure Sign On is a service to help protect you from fraudulent online activity. We use multiple layers and factors beyond access ID and password before allowing access to your account. If we suspect unauthorized account activity, we will ask for additional authentication before permitting access to your account. Secure Sign On provides you with a secure Web site, ensuring that only authorized individuals have access to their financial information online.

How does Secure Sign On work?

When you access the site for the first time, you will be required to complete a multi-step enrollment process. Each time you access the site after the enrollment is successfully completed, your information and device will be analyzed. If you pass the analysis, you will access the site. If there is concern with your information upon a future log in, you will be required to confirm your identity through another channel; either by using your telephone in conjunction with a security code or by answering a dynamically generated set of questions.

How do I enroll in Secure Sign On in order to access the product?

The enrollment process is completed upon your initial log in to the product site. The steps are as follows:

  1. Enter the access ID and password provided to you by our institution.
  2. After the product has validated your access ID and password as valid, a Security Enrollment page displays. Enter the required fields of personal information on this page. This information is important and will assist you should there be a need to validate your identity upon a future log in. The information entered on this page is stored in a secure, encrypted file that only you are able to access; no one at your financial institution has access to the information entered on this page. Complete the information on this page as accurately as possible.
  3. Once the personal information is entered, you are required to create a new password. Enter the password and confirm it. Be sure you abide to the rules displayed on the page. This completes the Secure Sign On enrollment process.

What happens if I cancel during the Secure Sign On enrollment process?

If you do any of the following during the Secure Sign On enrollment process, the information entered is discarded and you will be required to complete the enrollment process the next time you attempt to log in.

  • Click the Cancel button on any page in the enrollment process.
  • Are inactive on any of the enrollment pages for an extended period of time.
  • Exit your browser window before the final step is completed.

Why do you need my personal information?

The information entered on the Security Enrollment page is used should an additional form of identification be required when you sign on to the product. This may occur for a variety of reasons including access from a different computer, device, different network, and so on. The information is used to either have a telephone call or text message placed to you with a security code, or for you to answer a dynamically-generated set of questions. In addition, if you use the Forgot your password? link or change your personal information in the future, you will be required to validate yourself through one of these alternative methods; by telephone or through dynamically-generated questions. These extra security measures help ensure that only authorized individuals access your financial information.

Do I need to enter my complete address?

We strongly encourage you to enter your actual street address, city, state, ZIP/Postal Code and Country if you reside in the United States. If you reside outside of the U.S., enter your street address, Province/Region, ZIP/Postal Code and Country. This information is used if an additional form of identification is required when you sign in to the product. If you are required to go through an additional level of authentication upon future log in and have an international address, you will be limited to using your telephone as the means for identification; questionnaires are not created for international addresses.

Can I enter a P.O. Box as my address?

We strongly encourage you to enter your actual street address, not your postal box office code. This information is used if an additional form of identification is required when you sign on to the product.

What address should I list if I reside at multiple addresses throughout the year?

We recommend that you enter the address that is listed on your Federal income tax returns.

If I reside outside of the country what should I enter as my address?

While you may enter an international address, we encourage you to enter a U.S.-based address at which you have resided; for example, the address that is listed on your U.S. Federal income tax return. If you are required to go through an additional level of authentication upon future log in and have an international address, you will be limited to using your telephone as the means for identification; questionnaires are not created for international addresses.

Can I enter a telephone number with an extension?

Yes, you can; however there are some rules that apply. Extensions are only supported when direct dialing is provided. This includes the ability to enter a telephone number that requires another number to direct the call. For example, enter 2 to direct it to the appropriate department and then enter the extension number. In this case, the extension field on the enrollment page would include the 2; for example 800-555-5555, extension 25555. However, if a phone system requires you to press the pound (#) key, then the extension; or requires you to speak with a person first or to listen to a marketing type message first, then an extension will not work. The first five digits of the phone number are masked when displayed on other pages for privacy purposes.

Can I enter an international telephone number?

Yes, you are able to enter an international telephone number. The entry box is free-form and you must enter the plus (+) symbol prior to the country code. You may enter only the following special characters in the field in the appropriate format for your country: plus symbol, hyphen, space, and left and right parenthesis. The first five digits of the phone number are masked when displayed on other pages for privacy purposes.

How do you keep my personal information private?

We understand the importance of keeping the personal information you enter in the enrollment process private and do so by:

  • Using firewalls and encryption. We use firewalls and encryption technology to protect personal information on our computer systems.
  • Restricting who has access to your information. You are the only party with access to the information entered. The information may be used to validate your identity if need be upon future log ins.

If I need to, how can I change the personal information entered during enrollment?

It is important to keep your personal information up-to-date and you can do so using the Access Management Manage Personal Information link within the product. If your name or address has changed, you have 12 months to change your information; however, if a telephone number changes, be sure to update this information immediately on the selected page. The page pre-fills your current information. You need only type over, add to, or delete information and click Submit to apply the changes. You will be required to validate your identity by answering dynamically generated questions before the updated personal information is saved. It is also important for you to contact our institution when you have a change to your personal information to ensure our records match the updates you make.

Do I have to go through Secure Sign On enrollment with every computer or personal device I use?

You enroll in Secure Sign On only once. It is based on your access ID and password, and not per the computer or device you use to access your accounts. You may be required to validate your identity when you use a different computer or device. You will be presented with the option to use your telephone in conjunction with a security code or by answering a dynamically generated set of questions.

If multiple people use this computer, will each person be required to go through Secure Sign On enrollment?

Secure Sign On is based on access ID and password. Therefore, if each person using the same computer to access information for accounts they have with your institution has a unique access ID and password, they are required to complete the Secure Sign On enrollment process.

What can I do to protect my accounts and personal information?

You are the first line of defense for your online account security. We have taken numerous steps to keep your accounts and personal information secure, but you also play a role in maintaining the security of your account information. Here’s what you can do:

  • Never provide your access ID and password to anyone.
  • Memorize your password. Your online password authenticates you when you begin an online session. You should memorize this password and never write it down anywhere.
  • Create a password that consists of letters, numbers, and/or special characters. It should be a combination that cannot be easily guessed by others.
  • Change your password regularly. It is important to change your password regularly, which can be accomplished within the product.
  • Remember to sign off/log out. You may not always be at your own computer when you access your account. It is important to log out by clicking the Logout link in the top-right corner of the page. If you forget to do so, we automatically log you off after 15 minutes of inactivity.
  • Use your browser’s built-in security features. It is recommended that you use the built-in security features that browsers provide. Choosing certain security settings and options will help protect the privacy of your accounts and personal information. To learn how to maximize your online security, review the security features of your Web browser.

I use a service that combines all of my accounts at different institutions on one Web site. Will this service be able to complete this with the Secure Sign On safety measures?

Account aggregation lets you see the information from all your online accounts on one Web site. The firm operating the account aggregation service logs in as you and uses your security information to get your information for you. Once you set up Secure Sign On, these services may not work with the access ID and password you provide them because Secure Sign On uses sophisticated authentication processes. If we require further validation, these services will likely not be able to authenticate using the personal information you entered during the Secure Sign On enrollment process. It is best that you consult with your account representative for alternative options.

Sometimes I log in to my account on a device not owned by me. Should I be concerned with doing this?

There are a number of things you should be mindful of when using a device not owned by you or when you are accessing your account information from a public network.

  • Be cautious using public computers. The best policy is to avoid using computers you do not trust. Some computers, even ones in legitimate business centers, may contain malicious software. If you must use a public or shared computer, once your session is complete, be certain to do the following before leaving the computer:
    1. Click Logout in the upper right corner of the site page.
    2. Clear the browser’s cookies and clear the cached files from the browser.
    3. Close the browser.
  • Only use wireless networks you trust. Your information may be vulnerable when you log in on
    an unsecured wireless network, whether at home or in a public area. Some wireless networks in public areas reduce their security, making it easier for individuals to access and use these networks. Do not use a wireless network when you do not know or trust whoever is responsible for the network.
  • Be ready to confirm your identity. We monitor your log in activity and may require you to validate your identity when you use a different computer, device, or network. If we require further validation, you will be presented with the option to use your telephone in conjunction with a security code or by answering a dynamically-generated set of questions.

Why am I required to validate my identity when I log in to the product?

During the Log In process, we not only validate your access ID and password, we also analyze numerous elements regarding your device and your environment to ensure your identity. When we experience a change in your environment, we may require you to complete an additional step in the Log In process. This additional step is presented to you only when necessary. You will receive a page requesting you to select a telephone number whereby a one-time security code will be delivered. This can be delivered through a telephone call or SMS text message, or if you do not have access to a telephone, you can opt to answer a set of dynamically generated questions. If you have trouble completing this process, contact customer support for assistance.

Why must I agree to Terms and Conditions if I want to receive a SMS Text message for access validation?

If you select the Text radio button for a listed telephone number, you must agree to the terms and conditions of receiving a SMS Text message. Agreeing to the terms and conditions means that you are aware of and understand that additional rates may apply. Rates are dependent upon your telephone provider and your service plan.

I requested to receive a text message, where do I find the one-time security code?

The one-time security code needed is contained within the body of text message; it is not at the beginning of the message. It does not contain any dashes in the number. You must read the text message to obtain the code, enter it correctly on the product page, and click Submit in order to gain access to the product.

What happens if I do not have my phone with me for validation purposes?

If you are required to confirm your identity upon log in and do not have your telephone, click the I do not have my phone link. You will be presented with dynamically-generated questions to answer. Answering these questions confirms your identity and gains you access into the product. If you have trouble completing this process, contact customer support for assistance.

What if I am unable to answer the questions presented to me when further validation is necessary?

If you are unable to answer the questions presented, you may request another set of questions be generated. The questions are based on the personal information entered during the enrollment period. They are specific to you with answers only you would have the privilege of knowing. If you have trouble completing this process contact customer support for assistance.

How often can I change my password?

You may change your password often as needed; however it is recommended that you make no more than one password change per day.

What can I do if I forget my password?

Use the Forgot your Password? link on the Sign In page. You will be required to validate your identity before the password change occurs. If you have trouble completing this process, contact customer support for assistance.

How can I change my access ID?

You may, if desired, change your access ID to be more meaningful once you have successfully logged in to the product. We recommend you change your access ID no more than once per day.

What can I do if I forget my access ID?

If you have forgotten your access ID, contact customer support for assistance.

Do I have to change any Internet browser settings to access the product?

Your Internet browser must be set to accept permanent cookies. Most browsers accept cookies as a default setting. If you have not customized this setting, you should not need to make any changes. If you need to change the Internet cookie setting to accept permanent cookies, follow the instructions provided in the Internet browser’s help file. If you do not make the change to accept permanent cookies, you will be able to sign in; however, moving throughout the product will be difficult and may lead to unexpected errors.

Why doesn’t my browser’s Auto Complete feature pre-fill my password?

Once you set up Secure Sign On, your password will not pre-fill. Secure Sign On uses a process that does not allow your browser to anticipate your password entry. While the Auto Complete feature may be helpful for some things, it can also seriously compromise your security and privacy. If a password is saved in the browser on a public computer, that information is available to others for use or theft.

What security measures are taken to prevent sensitive information from being intercepted online?

From the moment account information leaves your computer to the time it reaches us, all online sessions are encrypted. That means your password as well as all information relating to you and your accounts employ some of the best forms of cryptography that are commercially available for use over the Internet. If for any reason your secure session ends, your online session automatically terminates.

What Is Phishing?

Phishing is an Internet fraud technique that is used by criminals to trick you into giving them personal information. Phishing occurs when a criminal sends you an e-mail message with a link to what may appear to be your institution’s Web site, but is actually a fake. On this fake Web site, you will be asked to enter personal information such as your social security number, account number, or credit card number. Phishing is a fraudulent act aimed at stealing your identity and private account information. Phishers set up a phony Web site that looks like the site of a trusted company to trick you into disclosing your access ID and password.

What is a cookie?

A cookie is a small text file that a Web server can store on a user’s computer. The cookie your institution stores on your computer is only used by your institution when you access your account information online. It is not used to track your Internet activity and cannot be used by others to access your information.

Are cookies dangerous to my computer?

No. Cookies are small text files that can only be retrieved by the Web site that stored it on your computer. These Web sites cannot look at any other cookie or anything else on your machine. The cookie your institution stores on registered computers are only used to ensure that an authorized location is accessing your account information. It is not used to track your Internet activity and cannot be used by others to access your information.

Does anti-spyware and firewall software affect registration of a personal computer?

It is recommended that you use anti-spyware and firewall software on all your computers. However, some anti-spyware and firewall software do not allow cookies to be stored on a computer. Some anti-spyware software may give you an option to remove cookies. If this product site’s cookie is removed, upon future log in, you may be required to validate your identity.