Below is a list of the most Frequently Asked Questions our Customer Assistance Center receives about Personal Online Banking. As always, if you have any questions or need help, click here to contact us or call 508.568.3400.
I have an account and use online banking, but how do I sign into the new online banking system for the first time?
If you already have a username for online banking, your username will remain the same for the new system. Simply enter your username and old password and click login. This will generate a one-time temporary passcode that you will receive via SMS, Voice, or email. After you enter the one-time temporary passcode, you will receive a prompt to reset your password. To keep password secure, it must be a minimum of 8 characters and must include an uppercase letter, number, and symbol.
If you need help, please start a chat with us by clicking “let’s chat.” Or call our Customer Assistance Center at 508.568.3400.
I have an account, but I’m new to online banking – how do I sign in?
- First navigate to our website and click register.
- You will be prompted to verify protected information that matches the information on your account.
- You will be prompted to accept the disclosure for Online Banking Access and enter your Social Security number.
- You will be required to create a password. To keep password secure, it must be a minimum of 8 characters and must include an uppercase letter and number.
- Ensure your contact information is correct and updated to finish your registration.
If you need help, please start a chat with us by clicking “let’s chat.” Or call our Customer Assistance Center at 508.568.3400.
I have personal and business accounts. Previously, I needed two sets of login credentials to access my accounts online. Is it true that I now need only one?
Yes! Our new digital banking system will allow you to maintain only one set of login credentials to access both your personal and business accounts, allowing you to see them in an integrated view.
Where are my security questions?
To enhance security, we have replaced the set of security questions to two-factor authentication. You can receive a code via text message, voice call, or email to verify your account.
What are the recommended web browsers?
For the best digital banking experience, please make sure your web browser is up to date. Our system works with the latest version of Edge, Mozilla Firefox, Google Chrome, and Safari.
Will my bill pay information carry over to the new online banking system?
Yes. All your current payee/payment information will carry over. Please review your bill pay settings, just to be sure everything is correct.
I had a recurring transfer set up, does it need to reset in the new digital banking system?
No, any recurring transfers will be converted to the new digital banking platform. Should you need to make modifications (edit or delete) to the recurring transfers after the conversion, navigate to Transfers and Payments, then select Scheduled. From there you can make modifications or cancel the recurring transfer.
I previously set up a transfer. Will I be able to edit or cancel it in the new system?
Converted transfers can be edited in the account or memo fields. You have the ability to cancel scheduled transfers.
Will I need to set up my payees again?
No, existing payees and scheduled payments will appear in the new platform.
Where can I find my online statements?
Once logged in, click Accounts in the menu and choose Statements & Notices. You’ll be able to click on Statements and view statements from the past 18 months.
How do I create alerts?
IMPORTANT: Any alerts you set up in the old online banking system will need to be set up again in the new system.
To create alerts, start by clicking Tools in the main menu and choosing Alerts.
- General Alerts: These are default security alerts and other notifications triggered by important events, such as changes to your personal information.
- Accounts: You can set up account specific alerts by choosing the account from the drop-down menu and selecting the alert you’d like to add by using the toggles.
- Authentication: Receive an alert whenever this username is used in a successful login.
- Mobile Deposit: Receive an alert whenever a mobile deposit has been successfully completed.
- Transfers: Choose the options that work best for you concerning alerts with transfers.
Do I need to re-enroll to receive e-statements?
Yes, you’ll need to update your settings to continue receiving your statement’s electronically. To do so, within online banking, please click Accounts in the main
menu, choose Statements & Notices, and follow the prompts to set up your subscription settings.
Secure Messaging
Your privacy is our top concern. You can securely send sensitive information such as your member number and other personal information by using the Secure Message Center. To access the Secure Message Center, click the mail button next to your profile in the top right corner. Or click Tools from the main menu and select Message Center.
To send a message, click Compose and a new window will appear. Next, choose your subject from the drop-down menu, select the account the message is about or leave “not account specific,” then type your message. You can also attach files, such as screenshots. When your message is ready, click Send Message. You will typically receive a response by the end of the following business day.
Link External Accounts
With the ability to link your external accounts, you can have a full view of your finances in one place! You can link other bank accounts, wealth management accounts, credit cards, to name a few options.
To link your external accounts, click the Get Started button. Or click Tools from the main menu and select Settings, then click Accounts and click the +Link an External Account option. Choose one of the options below and follow the prompts to link your account.
- Add an External Account: This option allows you to sign into your external account to be able to make transfers to and from this account immediately.
- Manually Add an External Account: This option also will allow you to sign into your external account, but verification may take up to 3 business days.
- Add an External Account to View its Balance: This option allows you to only view the balance of your external account.
Reorder Checks
To reorder checks, navigate to Tools in the main menu and select Check Services.
- Select Reorder Checks within Check Services.
- You will be prompted to select an appropriate account if multiple qualifying accounts are found.
- Enter the check address.
- Enter the shipping address.
- If you have not previously used this feature to reorder checks, you will be prompted to enter the next starting check number for your order.
- Enter the number of boxes.
- Once the information is filled in, select Reorder Checks.
If this is your first order of checks, please contact our Customer Service Center via chat or phone.
Why do my account transaction descriptions look different?
Your transaction data will now have a simple description to help you see where you’re spending your money. Transactions will have the merchant’s name, and we’ll automatically assign categories. For example, your iced latte from Dunks appears in the Restaurants & Dining category. If you’d like to be more granular, you can click on the category to create or change the category. Your coffee transaction could become “Morning Coffee” instead. Our digital banking system will assign categories to any external accounts you have linked as well!
Quick tip: If you have a common purchase that you’d like to categorize quickly, you can do a bulk edit. Go to Financial Planning, select Spending, and scroll to Transactions. In the search bar, enter the merchant you’d like to re-categorize, then click “Bulk Edit.” Choose select all or individually click the transactions you’d like to change, then click Assign Category. It will still be assigned to a main category, but you can pick a more granular category for your tracking.
What is the Spending tab within Financial Planning?
Within Financial Planning, the Spending tab will show a breakdown by month of where you are spending month in the various categories. You can exam the data per account or look at them all at once.
What are Savings Goals within Financial Planning?
Savings goals help you set aside money for the things you want. We can help you stay on track and achieve your goals.
To get started, click Create a Savings Goal. Your savings accounts will appear for you to select. Please note that savings goals cannot be set up with a checking account or certificate of deposit. Click next. Choose the category that works best for you, such as furniture or home purchase, and click next. You can name your goal and set an amount and target date. Click create goal.
A savings goal will earmark money in your savings account, and it will not limit your access to the money in that account. For example, if you have an emergency expense, you can still withdraw money from your savings account.
What is my Financial Health score?
How’s your financial health? The first step to improving your financial situation is understanding your financial health. Take this quick assessment to get your FinHealth Score*!
*Not a credit score.