Below you will find answers to specific questions you may have about Business OnLine Access. For your convenience, there is also a site index which may be used to search for questions by subject matter located on the right-hand side of the screen.
What are the basic features of Business Online Access?
With Business Online Access, you can perform the following functions:
Which accounts can I access through Business Online Access?
You can view any business deposit or loan accounts, to include checking,
savings and money market accounts.
How do I enroll in Business OnLine Access?
Contact your Relationship Manager for more information and to enroll in
Business OnLine Access.
What are the system requirements?
Windows 98 or higher and Internet Explorer 5.5 or greater. Please note: not compatible with Apple Macintosh computer systems.
How do I add or delete a Business OnLine Access account?
Contact a representative by calling (877) 266-5083 Monday through Friday, from 8:30 a.m. to 5:30 p.m. EST and speak with a Customer Service Representative.
What should I do if I have questions about account activity,
banking issues, connectivity or transaction processing?
Many answers can be found by browsing the Business OnLine Access Help section
(located in the top navigation bar). If you cannot find the information you
need in the Help section, call Customer Service at (877) 266-5083. Monday
through Friday from 8:30 a.m. - 5:30 p.m. EST.
How secure is Business OnLine Access?
Business OnLine Access uses several methods to ensure that your information is secure.
How do I change my password?
You can change your password as often as you like by following these simple steps:
I lost my password. What should I do?
If a user has forgotten their password, he or she may use the Forgot Password
option on the Log On screen to request a new password. During the request
process, your security questions, which are submitted during your first logon
session, will be displayed. You must then correctly respond to the questions
before the new password may be issued.
Once I enroll, how long will it take to receive my password?
You should receive your new password in the mail within seven to ten business
days from the date your request is made.
I attempted to log in using my token and other login information but it won’t work. What should I do?
Please contact customer support at 877-266-5083. Select option 1, then option 3 to speak with a service representative.
Who is required to use a security token?
All users will be required to use a token.
I’ve never been required to use a token before. Why now?
We diligently safeguard our customers’ data and continually seek ways to protect your company and its assets. The security token is the newest measure to be introduced. The use of multiple layers of security to protect your account, referred to as strong authentication, is the industry standard and meets federal guidelines for online account protection.
I’ve seen the security token mentioned on your Web site and in other materials. I haven’t received a token, but I’ve been able to log in with no problems. Why?
We are in the process of introducing security tokens to our existing customers. You will receive communications and your security token prior to being asked to conform to this new procedure.
Who will receive my company’s security tokens?
We will mail your security tokens to the individual listed as the primary contact for your business. We will use the address to which your statements are delivered as your shipping address.
How many tokens will my company receive?
All active users will receive a token in the initial deployment. Going forward, new customers will receive one security token. This is the security token for your primary contact. The primary contact has the ability to register additional Business OnLine Access users. If new users are registered, we will mail the appropriate number of tokens to the primary contact, who will distribute them.
How long will it take to receive the security tokens?
It takes approximately five business days for tokens to arrive from the time you register users. If you prefer, you can request and pay for overnight delivery.
What happens if a token is lost?
Please contact customer support at 877-266-5083. Select option 1 and then option 2 to speak with a service representative. The representative will deactivate the lost token and order a replacement for you.
What happens if a token is broken or malfunctioning?
Please contact customer support at 877-266-5083. Select option 1 and then option 2 to speak with a service representative. The representative will order a replacement for you.
I don’t have my token with me. Can I log in to Business OnLine Access with out it?
Please contact customer support at 877-266-5083. Select option 1 and then option 2 to speak with a service representative. We do not recommend logging in with out your token unless absolutely necessary.
I received my token but I didn’t receive a password. Can I log in? (I received my password but didn’t receive my token. Can I log in?)
For your security, confidential login information and your security token will arrive in separate mailings. If you receive one and not the other, please allow at least three business days for the second mailing to arrive. If you still do not receive it, please contact customer support at 877-266-5083. Select option 1 and then option 2 to speak with a service representative.
I just gave a new user access to Business OnLine Access. Does he or she need a token to log in?
Yes. When the company creates a new user, a security token is automatically shipped to the primary contact, who will assign it to the user. It will arrive approximately five days after the user is registered.
I have removed one of my users from Business OnLine Access. Can I reassign his or her token to someone else?
Yes. Please contact customer support at 877-266-5083. Select option 1 and then option 2 to speak with a service representative.
Are replacement tokens free to my company?
The first token issued is free. Each additional token is $30.
What balances can I see?
Balance Reporting allows you to easily determine your cash position by viewing
any of your deposit or loan accounts. The Current day feature offers real-time
balances and displays opening balances. The Previous Day option contains
balances from the most recent business day and provides dollar amount totals
for your debit and credit items as well as opening and closing balances.
How current is my balance?
The Current day Summary page displays real-time, up-to-the-minute account
balances and transaction information. Previous Day account information will be
current as of the previous business day.
How far back can I go to view account history?
Ninety business days
Can I export my account activity?
Yes, you can export detail transaction information into Microsoft Money, Quicken and QuickBooks.
What is the cut-off time for wire transfers?
Domestic wire transfers can be submitted until 4:30pm EST
International wire transfers can be submitted until 2:30pm EST
How long does it take for a wire transfer to process?
Once the wire transfer has been approved, it can process on the same business
day if you submit it before the cut-off time of 4:30 pm EST for Domestic wires and 2:30 pm EST for International wires.
Can I schedule a one-time, future-dated or recurring wire transfer?
You can schedule one-time, future-dates and recurring wire transfers up to 10
days in advance. Recurring wire transfers can be scheduled daily, weekly,
biweekly, or monthly up to 180 days in advance.
What is the cut-off time for account transfers?
Account transfers can be submitted until 9:00pm EST.
How long does it take for an account transfer to process?
Once the account transfer has been approved, it will be processed immediately
(real time).
Can I schedule a one-time, future-dated or recurring account transfer?
You can schedule one-time or future-dated account transfers up to 10 days in
advance. Recurring account transfers can be scheduled daily, weekly, biweekly,
or monthly up to 180 days in advance.
Can I perform a stop payment on more than one check during a transaction?
Yes. You can place a stop payment on a single check or a range of checks.
Will a check inquiry be performed on a check prior to placing a stop payment?
Yes. The system will automatically search for the check 45 days in the past. If the check has
been written prior to 45 days, please contact your bank representative for more
information.
What types of ACH payments can I make through Business OnLine Access?
Note: ACH services are subject to credit approval.
Is fraud protection available for checks my company has issued?
Yes. Positive Pay enables you to send a list of checks written by you/your company
(issued items) to the financial institution. The Financial Institution will
compare the data contained in the list to the actual checks that are presented
for payment (from the payee). If the data matches, the check will be paid as
written. If not, a list of discrepancy items is returned to the issuing
customer/company. You, as an entitled user at the company, will then make
"pay/do not pay" decisions by sending that information back to the
financial institution where processing of the item(s) will be completed, based
on the decision(s) you make.
How do I sign up for Bill Pay?
To sign up for the Bill Pay feature of Business OnLine Access, simply contact a bank representative.
I have questions about how to use one of the Bill Pay
features. What should I do?
Bill Pay has several ways to assist you in using its features:
Call (877) 266-5083 to speak with a Customer Service Representative.
What is a payee?
A payee is any company, service, or individual you make payments to. Payees can
be anyone who bills you, such as your phone company, credit card provider, or
individuals such as your accountant or newspaper carrier.
Who can I pay using my bill payment service?
You can pay anyone in the United States that you would normally pay by
check or automated debit, with the following exceptions:
Do I need to contact the payees I decide to pay through Business OnLine Access Bill Pay?
No, you do not need to contact your payees. We send each of your payments with your payee account number and payee information, to ensure your account is credited appropriately.
Is an e-bill the same as a mailed bill statement or invoice?
An e-bill is a statement or invoice in an electronic format. E-bills typically
contain the same information as your mailed bills.
How do I receive e-bills?
You can receive e-bills from payees that are e-bill-capable. Once you request
e-bills from a payee and the request is processed, you should receive a note in
the Messages section of Bill Pay stating that your e-bill service has been
activated. E-bill service requests are usually processed within two weeks. New
e-bills appear on the e-bills page.
How do I request e-bills from one of my payees?
If a payee in your payee list can send e-bills, the Sign Up link appears in the
E-bills column on the Payee Setup - Payee List page. Click this link to request
e-bills. Remember that the payee may take 30-60 days to process your request.
If you want to find out if a payee not on your list can send e-bills, look for
the payee in the provided payee list. If you see the sign up link next to a
payee's name, you can request e-bills from the payee. For example, if you would
like to receive e-bills from your phone company, look for the name of the
company in the payee list. If your phone company is listed with the sign up
link, add the payee, and Business OnLine Access Bill Pay will ask you if you want
to request e-bills.
Tip: We are always updating our list of payees that can send e-bills. If you added a payee that cannot send e-bills and later you notice that the payee can send e-bills, just click the Sign Up link next to the payee name in your payee list.
How long does it take to receive e-bills from a payee?
It may take up to 30-60 days for the payee to process your request for e-bills.
Once your request has been accepted, it may take a month or more, depending on
the payee's billing cycle, before you begin receiving bills electronically.
Will I still receive a paper copy of the bill through U.S. mail?
It depends on the payee. Some payees stop sending paper bills and only send
e-bills to your Business OnLine Access Bill Pay account. Other payees continue
to send paper bills through U.S. mail in addition to an e-bill to your Business
OnLine Access Bill Pay account.
What are repeating payments?
Repeating payments allow you to schedule recurring payments. Repeating payments
will automatically be scheduled based on the frequency you specify.
Are all my payments made electronically?
Most of your payments are made electronically – other payments are made by
check. For example, some payees, such as individuals, cannot receive electronic
payments, so a check is printed and sent to the payee. Whether a payment is
made electronically or by check, the payment is processed to reach the payee on
time.
How do I know what the status of my payment is?
Look for the payment in Payment History. The following describes the
categories:
Are my payments guaranteed?
With the Bill Pay Guarantee, you can be assured that your payments are safe and
reliable. When your payments are processed through the Business OnLine Access
Bill Pay feature, you are protected in the unlikely event of unauthorized
transactions or processing delays. This guarantee applies as long as you
schedule the transaction in accordance with the service's terms and conditions.
When is the money for the payment drawn from my payment account?
If the payment is sent electronically, the funds for the payment clear your
account on the scheduled payment date. Otherwise, funds clear your account when
the payee deposits or cashes the check. Keep in mind, however, that you should
always have funds available to cover the payment on the scheduled payment date.
Can I make payments from more than one payment account?
Yes, you can make payments from more than one payment account. The account
number you select when making a payment is the account your payments are
withdrawn from.
How far in advance of the due date should I schedule my payments?
Schedule your payments to be paid at least four business days before the actual
payment due date. For example, if you have a bill due on the 15th of the month,
schedule the payment on the 11th of the month or earlier if the time period
includes weekends or holidays. The payment due date is the day the payment is
scheduled to be paid. Scheduling payments sufficiently in advance of the due
date on the bill allows enough time for the payee to receive the payment and
credit it to your account. Whether the payment is electronic or sent by mail,
payees may not always credit your account on the same day they receive the
payment. Allow for extra time in this situation so the payment is not considered
late, or contact the payee.