Online Banking Frequently Asked Questions

Do I need to install special software to use Synovus Online Banking?
No. However, there are minimum system and software requirements that you must meet to use Synovus Online Banking

  • Internet Explorer 11
  • Microsoft Edge 15 
  • Chrome 62
  • Firefox 57
  • Safari 11 / Mac OS 10.13

What type of accounts can I have access to through Synovus Online Banking?
You will have access automatically to all consumer accounts for which you are deemed an “owner”. Access is available for checking, money market, savings, loan(s), CD(s), IRA(s) and credit card accounts. The same applies to the Mobile Banking application with the exception of CD’s and IRA’s, they are not viewable through Mobile Banking.

How do I add new accounts that I have opened since enrolling in Synovus Online Banking?
Your newly opened account(s) should automatically appear after your next login following the account opening. This applies to the Mobile Banking application as well.

Will my account numbers be displayed in their entirety?
No. For added security, your account numbers will be masked with an asterisk (*) up to the last four digits. Loan accounts will display eight digits, the last four are the note number of the loan and the first four are the last four digits of the actual loan number.

Examples

Checking = ******1567
Loans = *******12350001

Can I view my statements online?
Yes. You will be able to view up to 18 months of checking, money market and savings account statements. In addition, you may also enroll in paperless statement delivery to stop receiving paper statements in the mail. Your statement will be presented to you in PDF format, which can be opened with Adobe Reader software. Download a free version of Adobe Reader.

Can I stop delivery of paper statements?
Yes. Once you have enrolled in Synovus Online Banking, visit Self Service to update your statement delivery options. Paperless delivery may not be available for all account types.

What is a paperless statement?
A paperless statement is an electronic version of your account statement that replaces your paper statement. Instead of receiving a paper statement in the mail, you receive an e-mail when the statement is available in Synovus Online Banking to view, print or save.

What is the difference between an online statement and a paperless statement?
Online statements are statements that are presented online through Synovus Online Banking to view, print or save. When you go paperless, your statement is still presented online in the same way. The only difference is that you will stop receiving paper statements in the mail.

Why should I go paperless?
There are several reasons to go paperless:

  • Save the Planet. Going paperless reduces wasted paper, but did you know that the environmental benefits stretch even further? Eliminating paper statements also cuts down on wastewater and greenhouse gases.
  • Secure Your Identity. Paperless statements will not be lost or stolen, reducing the chance of mail fraud and identity theft.
  • Simplify Your Life. Reduce clutter and save time by printing and filing only the statements you need. Eighteen months of past statements are available online at anytime.

Can I view images of cleared checks I have written?
Yes, you can click on the check number beside the transaction to view the image. This is available for checking, money market or a home equity line of credit.

What type of transaction history is available?
Your transaction register will start populating the day of your enrollment. The current default view for the transaction register is seven days, but it will store up to 18 months of data. You will also have up to 18 months of e-statements for your checking, money market and savings accounts. Credit card history is not available via e-statements at this time. Credit card register history will begin building after your first successful login to Synovus Online Banking.

Can I add a pending transaction to my register?
No. You will not be able to add pending transactions to your register manually. However, when you make transactions with your check card, use the ATM, have direct deposits/automatic account drafts and make transactions at the teller line, these will automatically appear in your online account activity in the “pending” transactions section.

When you use your check card at a gas pump it may be authorized for $1.00 to verify the card and account are valid. This authorized amount may only be visible in the account activity register for one day. When the actual transaction is processed by the merchant it will be for the amount of the gas purchase only.

What is the difference in the Available Balance and the Ledger Balance?
The available balance is the balance of the account, including all cleared transactions, deposit hold items, ATM transactions and check card transactions. This is the available balance to you for use before considering any non-posted transactions. The ledger balance is the balance of the account including all posted transactions. This balance is as of the close of the previous business day.

Can I categorize my transactions?
Yes. You will have a predefined list if IRS Standard Categories from which to categorize your transactions. You can add additional subcategories to the list.

Can I set up account transfers and what accounts can I transfer to and from?
Yes. Once you have enrolled in Synovus Online Banking, you have the option to make one time transfers or recurring transfers to and from deposit accounts and lines of credit within the same financial institution. You also have the option to transfer from your deposit accounts to make payments to your loans and credit cards that you have within the same financial institution. Credit card transfers made by 6:00 p.m. EST and 5:00 p.m. CST and other transfers made by 9:00 p.m. EST are immediate and processed the same day. All others will process the next business/processing date. One time transfers will display under “Pending Transactions” and recurring transfers will display under “Pending Transfers” within the Account Activity section of Synovus Online Banking. This applies to the Mobile Banking application as well.

Can I request a stop payment using my Synovus Online Banking service?
Yes. You can place a stop payment on a single check or a range/series of checks. The stop payment will be effective for 180 days from the date issued. Fees may apply.

Are account alerts available through Synovus Online Banking?
Yes. You have the option to manage account balances and receive an e-mail alert for deposit accounts, money market accounts and savings accounts. You can be notified by e-mail if the account has exceeded a certain balance or if the balance falls below a pre-determined amount set by you. The alert uses the Ledger balance of your account from nightly processing to determine if the account meets your requirements.

Is there a financial reporting feature within Synovus Online Banking?
No. The transactions you categorize should be exported into other financial management software for any reporting that you need. You will have the option to sort transactions by category or type but there are no totals for sorting provided.

Will I need to disable my “pop-up-blocker” to view certain pages within Synovus Online Banking?
Yes. You will encounter a pop-up window to view check images, e-statements, disclosures and other areas. Please check your computer settings to disable any pop-up-blockers you may have set or installed.

Will my password expire?
No. Your password will never expire, but for your security we recommend that you change it periodically.

Who do I contact for customer support?
Please contact Synovus Online Banking Support at 1-888-SYNOVUS (1-888-796-6887) for assistance between the hours of 7 a.m. to 11 p.m. ET.


Security 

Is Synovus Online Banking secure? Is my private information safe?
Synovus Online Banking uses industry-standard methods to protect your account information and continually seeks new ways to enhance account security. Synovus Online Banking uses multiple layers of security to authenticate your identity when you log in to the system and to safely store and transfer your data, including

  • Unique User ID and password
  • Security questions and answers
  • 128-bit SSL encryption
  • Automatic account sign out

Why are you asking one of my security questions?
From time to time, we will ask one of your security questions to double-check your identity and prevent unauthorized account access.

What can I do to protect my account?
Good security starts at home, at the office or wherever you access your account. We suggest that you

  • Create longer passwords that use a combination of letters and numbers. Avoid using family member or pet names, birthdates and phone numbers.
  • Never write down or share your password. Passwords should never be automatically filled in by a computer. The same holds true for your security questions and answers.
  • Change passwords regularly. Do not alternate between the same passwords.
  • When you log in to Synovus Online Banking you are in a secure session. Make sure by looking for a padlock symbol on the lower right hand corner of your browser or by looking at the web address – it should start with https://.
  • Only use Synovus Online Banking on computers with up-to-date anti-virus and anti-spam software. Install a personal firewall, especially if you use a broadband connection.
  • Sign off from Synovus Online Banking if you must step away from your computer or you have completed your tasks.
  • Be wary of correspondence that asks you to disclose your password or account detail. Remember, we will never ask you to provide private information by e-mail.

Who do I contact for customer support?
Please contact Synovus Online Banking Support at 1-888-SYNOVUS (1-888-796-6887) for assistance between the hours of 7 a.m. to 11 p.m. ET.


Credit Card Transactions

Are the transactions listed for my credit card account real-time?
Yes, when your card is used, the authorization shows up immediately as a pending transactions in Synovus Online Banking.  It is not posted to the account until the merchant submits it for payment.

What is the difference between the credit card transactions in black text and the transactions in gray?
The transactions in black are ones that have already been submitted for payment and have been posted to your account.  The transactions in gray and italicized are pending transactions, which means your card was used and your transaction was authorized, however the merchant has not yet submitted the purchase for payment.  The transaction remains pending for up to 7 calendar days, or until the merchant submits the transaction for payment, whichever comes first. 

How long do transactions stay pending?
Normally the merchant submits the transaction for payment within one or two business days, and the amount of the transaction is posted to the card account.  If the merchant does not submit the transaction for payment right away, the hold will be released after 7 calendar days,   However, when the transaction is submitted for payment after 7 calendar days, the transaction will be posted to your account immediately.

When will the pending transactions be posted to my account?
The transaction is posted the day it is submitted for payment by the merchant, which is normally within a few business days.

What if the merchant waits more than 7 calendar days to submit my transaction for payment?
Normally merchants submit transactions in just a few business days.  But if they don’t, the hold will be released after 7 calendar days.  When the transaction is submitted for payment after 7 calendar days, it will be posted the same business day it is received. 

What happens if the hold is released after 7 calendar days, and I don’t have enough credit limit to cover it when is the transaction is submitted later?
If there is not enough credit limit available to cover a transaction that is submitted for payment, it could be returned unpaid to the merchant or other payment.  This could result in fees from both us and the merchant.