| Why do I keep getting locked out of my Online Banking? |
| Your online access will become locked after three failed attempts entering your user ID and Password. Using Auto Complete may also contribute to your access becoming locked. For more information regarding Auto Complete, please call Online Support at 863-3000 ext 1150. |
|
| How do I sign up for Online Banking? |
| You may sign up online by clicking on "Online Banking", and selecting "Enroll Now!" Or, you may contact any of our Customer Service Representatives to receive the Sugar River Bank Online Agreement and Enrollment Form. These must be filled out and received by the bank before we can set you up to use SRB Online Banking. |
|
| If I am locked out, how do I get back in? |
| You may select the Password Self Reset Option if you have previously enabled this feature. Click the reset option and follow the prompts. If you have not enabled this feature please call (603) 863-3000 and speak with an Online Support Representaive. |
|
| What is Password Self Reset? |
| Password Self Reset allows you to reset your password in the event you are locked out or cannot remember your current password. |
|
| How do I activate Password Self Reset? |
| In order to utilize this option you must fill in the Personal Question and Answer feilds prior to being locked out. You will find these feilds in the "Options" menu of NetTeller. |
|
| Can I use Online Banking if I only have a CD, Loan or Savings Account? |
| Yes. Online Banking is available free to all Sugar River Bank customers. |
|
| What happens if I forget my Password or my ID? |
| If you lose/forget your ID or Password, call Sugar River Bank at (603) 863-3000, and speak with an Online Support Representative. |
|
| How can I be assured my transactions are not intercepted over the Internet? |
| We use 128-bit encryption, the highest form of encryption currently available, to secure your Internet Banking sessions. Other security tools are in place to ensure the integrity of your data, including firewalls and filtering router that secure computers from Internet access and a “trusted" operating system, which protects information from both internal and external threats. For additional security, customers select their own Personal Identification Number. PIN guessing is deterred by locking the ID out of the system following three unsuccessful logon attempts. |
|
| If I have a question about Online Banking, whom should I call? |
| Contact Sugar River Bank at (603) 863-3000 and ask to speak with Online Banking support at extension 1150. |
|
| Will Online Banking be available to me all the time? |
| It will be available virtually any time, day or night, 7 days a week. However, there may be times when it is temporarily unavailable due to nightly processing updates or technical difficulties. |
|
| After how many invalid logon attempts will I be locked out of Internet Banking? |
| After three invalid logon attempts your access to Online Banking will be locked. To reset your account access you may choose the password Self Reset option, or contact an Online Support Representative by calling Sugar River Bank at (603) 863-3000 during regular business hours. |
|
| How can I add or delete an account from Internet Banking? |
| Contact an Online Support Representative by calling Sugar River Bank at (603) 863-3000 during regular business hours. |
|
| Between what accounts can I transfer? |
| You may transfer between all your designated deposit or loan accounts at Sugar River Bank. Some accounts may be excluded from transfers due to regulatory requirements, bank policy or loan agreement between the customer and the bank. |
|
| How late can I make a transfer and still have it post to my account that night? |
| A transfer can be made up to 4:30 pm Eastern Standard Time for the transfer to post that night. Transfers made after this time will “memo post”, but will not actually appear until the next business day. |
|
| What Web Browser can I use with Online Banking? |
| You must use a browser that supports 128-bit encryption. The recommended browser is Microsoft IE 6. Other supported browsers are: Microsoft IE 5, 6, and 7; Netscape 7 and higher; AOL 4.x; AOL 7.x and higher; Mac PowerPC Netscape 7.x; Safari for Mac, and Firefox 2.0. |
|
| What software and hardware are required for Online Banking? |
| To use Online Banking with Sugar River Bank you need a secure browser with 128-bit encryption and a computer with access to the Internet. If you have installed popup-blocking software, you will have to allow popup windows from www.sugarriverbank.com. |
|
| Is it safe to enter my User ID and Password on the SRB home page if I do not see the 'padlock ' symbol? |
| Yes, it is safe to enter your account information on the SRB Homepage. When you click 'Submit' a secure connection is established and you will see the 'Padlock' symbol. Your information will be encrypted before going to the internet. |
|
| When and how are the payments processed? |
| Payments submitted, recurring or one time, before 3:00 AM EST Monday-Friday will be processed at 3:00 AM EST. Payments submitted between 3:00 AM and 1:00 PM Monday-Thursday will be processed the next business day. Payments recieved after 1:00 PM on Friday will be processed the next business day. All payments scheduled to go on a weekend will be processed on the day before the weekend. All payments scheduled to go on a holiday will be processed the day before that date. Payments entered on the weekend, recurring or one time, will be processed on the next business day. |
|
| What happens if I have a scheduled payment that falls over a weekend or holiday? |
| If a SCHEDULED payment falls on a holiday or weekend, it will be paid on the Friday BEFORE the weekend, or the last working day BEFORE the holiday. |
|
| Can I use Bill Pay if I live outside the U.S.? |
| Yes, as long as you have a bank account in the United States. However, you cannot pay bills to payees located outside the United States. |
|
| Can I get a copy of a cancelled check? |
| Yes. Please contact Sugar River Bank at 603-863-3000. |
|
| How long is history retained in the View Payment History section? |
| Payment history for active and deleted payees is retained and viewable for 18 months. |
|
| What happens if I lose or forget my ID or Password? |
| At this time there is not a separate ID or Password for Bill Pay.
If you lose or forget your ID or Password for Online Banking, you may call Online Support with proper verification, and a temporary Password will be given to you. |
|
| How far in advance should I set up a payment to ensure it is paid on time? |
| For an ELECTRONIC PAYMENT, allow 3 to 5 business days from when the payment is submitted.
For a CHECK PAYMENT, the check will be in the mail on the same day the payment is submitted if it is submitted before the 3:00 am processing. If the check payment is entered before 1:00 PM EST, the check will be mailed the following morning. Allow 5 to 7 business days for a check.
Please note that we have no control over the U.S. Postal Service. |
|
| Can I stop a payment? |
| Yes. After the check is printed and mailed, payment history will show the check number for that payment. The stop payment would be added in the same manner as for a regular check written out of your check book.
ELECTRONIC payments cannot be stopped. |
|
| Whom can I pay through Online Bill Pay? |
| You can pay anyone in the United States from the next door neighbor, to the utility company. |
|
| What do the status fields indicate on the Payment History Page? |
| Processed- The payment has been processed and sent.
Rejected NSF- The payment that you have tried to send has been rejected due to nonsufficient funds.
Communication Failure- There was an error due to communication problems.
Vendor Refund- Payment rejected at clearing house. |
|
| How many payees may I have set up? |
| There is no limit to the amount of payees you can set up. |
|
| Can I edit a payee address? |
| No. Once an address is entered it stays with that payee. If you need to change an address it will be necessary to recreate the payee using the new address. |
|
| How do I know if a payee is electronic or check? |
| Once you have set up the payee, then you can look at the PAYEE LIST screen and you will see a field that will tell you if the payee is electronic or check. |
|
| What payment frequencies are available? |
| Weekly, bi-weekly, monthly, semi-monthly, quarterly, annually, or semi-annually. |
|
| When can you edit the dollar amount on a scheduled recurring payment? |
| You may edit the dollar amount the next business day after the scheduled payment date. |
|
| Can I postdate recurring payments? |
| If a monthly recurring payment is set up to be paid on the 15th and the current date is November 12th, a payment will be scheduled for the month of November and set up to occcur the 15th of every month until the end date. However, if the payment is set up to be paid on the 15th and the current date is November 16th, the first payment will occur December 15th. |
|
| Can I postdate a single payment? |
| Yes. Just set the payment date for a valid future date. |
|
| When will the money be taken out of my account? |
| For an ELECTRONIC PAYMENT, funds are debited the same day that the payment is sent, proving it is sent by 1:00 EST. Electronic paments submitted after 1:00 EST are debited the next day during Bill Pay processing.
CHECK PAYMENT funds are debited from the account when the check clears your account at the bank. |
|
| What if I do not have enough money in my account? |
| CHECK payments are handled in the same manner as a check written out of your checkbook against an insufficient balance. ELECTRONIC payments are verified for funds availability during processing. If the funds are available, the account that you selected for the payment will be debited and the information is sent for processing. If the funds are not available, the payment will not be processed and you will recieve a message to inform you that the payment could not be sent due to insufficient funds. Each day the payment will be resubmitted for you until either you delete the payment or the funds are in the account to make the payment. |
|
