Frequently Asked Questions

This is just to show there are pending transactions still on the account, waiting for the merchant to finalize the purchase made. 

*On occasion if you leave a tip at a restaurant, go to a hotel, order anything online or pay at the pump at a gas station, there is a period of time to adjust the purchase amount. 

Yes, you can change the default display name for any account by clicking on the three dots under the the current balance on the home page and select nickname to customize the name of the account.

Yes, you can change the default display order by clicking on View All Accounts then you are able to click on the six dots next to the account you want to move and you can customize the order you will see them in. 

This is how we now notify you of important messages. Click on the message notification and it will take you to the Secure Mailbox. There you will be able to securely read messages from us, as well as send messages to us.

The amount of history loaded onto online/mobile banking goes back 2 years. However, you can still see 7 years' worth of statement records.  

The default amount of history displayed for a selected account is 100 transactions. The amount of the transactions displayed cannot be changed.

The difference between the available and current balance is that the available balance is what you have available to use. The reason the current balance will be different is if there is a pending check deposit or a hold placed on the account. Due to our system's processing, it requires verification of funds to determine whether an incoming deposit will or will not be paid at this time.

The running balance is calculated based on your current balance. It then adds and subtracts the items below it working backwards down the list. If you sorted your data by a specific range of dates or transaction type and you are not starting with today's date, the running balance cannot be properly calculated. The running balance is then removed to avoid displaying incorrect information.

There will only be images for outgoing checks and deposit slips. In the Account History, clicking on a transaction displays the front and back images of the check written or any deposit slips for in-person deposits.

The Online Activity page contains all transactions initiated via online banking, but does not include transactions made via other means, like ATM or Debit/Credit card transactions. This page also shows the status of each electronic transaction as it moves from a drafted status to approved, then processed.

In contrast, the Account>History page is a record of processed and cleared transactions against your account from all sources, not just online banking. Additionally, account history does not include transactions that have been drafted/approved/cancelled via online banking, but only those that have already cleared or will clear your account.

The Tracking ID is a unique identifier of each transaction on our digital banking system. It provides you with a way to reference a transaction and communicate with our support staff easily. Please use tracking IDs in any communication to us.

If you create a future-dated transfer, the transfer will be processed the morning of the effective transfer date.

Your funds transfer activity is available in your Online Activity under the Payments & Transfer Menu > Online Activity. Any drafted, approved, cancelled or processed funds transfers will be displayed. Each transaction has a unique Tracking ID for easy identification.

Yes, go to Payments & Transfers > Loan Payments. You select which account you want to make transfers to. You can choose how the payment is applied, either to the monthly payment or to the principal balance of the loan.

If you have previously scheduled recurring transfers, you can go to Payment & Transfers > Transfer Money and off to the right-hand side, you'll be able to see All transfers, Pending transfers, and Processed transfers.

Go to the Payments & Transfers>Transfer Money screen and under "Enter Transfer Frequency," change the option from One-Time Transfer to Recurring Transfer. Fill in the appropriate fields.

Yes, if you go to Transfer Money and select the transfer under the Processed that you want to make changes to. Select manage transfer to have it take you to the transfer details. Click on the three dots and select edit and then you can make changes to the transfer. The only time you cannot make changes is if the transfer has already occurred.

Yes, go to Services > eStatements to view your online account statement. Select the account you would like to view the statement for, and then select the cycle date you would like to view.

It is a fee assessed when you are opted in to receive paper statements in the mail. 

To avoid the fee next time go to:

• Services 
• Statement Delivery
• Click the Edit Pencil to change to eStatements

On the Menu, a red number will appear above Messages if you have unread messages.

Yes, the transport of your message is SSL encrypted and is never sent through public, unsecured communication channels like e-mail communication.

Yes, any messages sent and received that you have not deleted can be seen in the message threads.

The messages sent or received are purged after 7 years, unless you set the message to expire at a certain time or delete the message.

There are several convenient options for updating your address.

Go to Settings>Update Address in digital banking (must be enrolled in Advanced Authentication)

Visit any of our Branch locations and meet with a Customer Service Representative.

Call Customer Service at 855-660-5862 for assistance if unable to come into the branch.

Yes, the change is immediate.

Yes, a change of address request affects the account profile, statement, and other banking-related mail and correspondence related to the primary account holder. 

A Stop Payment request is an order by the writer of a check or initiator of an ACH that the payment should not be honored. This may be related to failure by a merchant to provide services, or due to potential fraud-related activity on the account.

There are several ways to place a stop payment on a check.

Drop by any of our convenient branch locations and speak with a Personal Banker and they can process the stop payment request.

Contact our Call Center at 855-660-5862.

Go to Digital Banking>Services>Stop Payment and request the stop payment.

There are several ways to place a stop payment on an Electronic Payment.

1. Drop by any of our convenient branch locations and speak with a Personal Banker and they can process the stop payment request.
2. Contact our Call Center at 855-660-5862.

Unfortunately we cannot place this kind of stop payment online, so if you put the information in for our Single Check Stop Payment, the item will not be stopped.

No, an online request to stop payment on a check does not guarantee that the check will be stopped, as the item may have already been processed and posted to your account. If you can see the check in the history it cannot be stopped.

No, at this time you can only make online stop payment requests for individual checks.

Initially, you will log in to the system with your user ID and temporary password that was provided at account opening or through the automated online enrollment process. After logging in, the system will prompt you to provide online contact information under 'Create My Profile.' This information is essential for the Bank to communicate with you. After you create your profile, you will need to select a new password.

Yes, when you logon check the box marked Forgot Password. Then, choose the option of business phone or cell phone as the delivery method for a secure access code to be delivered to you. As soon as you receive your secure passcode, enter the code, then enter a new password and confirm.

It is a good practice to change your User ID and password periodically. If you ever believe your User ID and/or password have been compromised, change them immediately. It is recommended that you never use the same User ID and password that you use for social media profiles.

This is part of our Multi Factor Authentication process that is required by Federal regulators. Please select the most convenient way for us to deliver your temporary access code and it will automatically be sent within minutes. You will then be given the option of placing a secure access token on your computer (Eliminating the need to receive a temporary access code to login.)

The settings of the browser being used could be preventing you to get to the redirected page.

Go to the Settings > Manage Accounts screen to change your display preferences. Here, you can rename your accounts, adjust the display order, and control their visibility. 

When enabled, secure message and e-mail alerts are delivered immediately after your digital banking-generated transactions have been processed.

No, alerts are triggered at 5:30 am Monday-Saturday and 9:00 am on Sundays. For example, if an alert is triggered during the day on Monday, it will be generated during our 5:30 am processing cycle on Tuesday. A secure message, e-mail, or phone call will be sent immediately after processing.

An e-mail notification, because it is delivered over public e-mail, contains no detail on the alert, only that it has been triggered. On the other hand, a phone notification will provide more detail on the alert.

If you miss an alert call, the alert system will leave a voice mail message. If you believe you did not receive a phone call, check your message mailbox under the Settings > Messages menu to confirm receipt. If there is no alert in the secure mailbox, confirm that the alert is enabled. If you still believe you did not receive an alert, please contact us at 855-660-5862.

NOTE: E-mail and phone alerts are a convenience and should not be used to manage critical account details, as they are not 100% reliable. On the other hand, secure messages within the online banking system are very reliable.

If you believe you did not receive an alert e-mail, please check your message mailbox under the Services>Messages menu to confirm receipt. If you received your secure message, but not your e-mail, check your Junk e-mail folder first. If your alert is delivered as junk mail, configure your junk mail settings to allow e-mail from our e-mail address. If there is no alert in your online secure mailbox, it was not sent. Confirm that the alert is enabled. If you still believe you did not receive an alert, please contact us at 855-660-5862.

NOTE: E-mail and phone alerts are a convenience and should not be used to manage critical account details, as they are not 100% reliable. On the other hand, secure messages sent within the online banking system are very reliable.

Yes, you can toggle the switch to render the alert inactive