Bank of Manhattan

Online Banking | Personal
Frequently Asked Questions

Getting Started

 

Secure Sign On

 

Accessing Your Account Information with Online Banking

 

Online Statements

 

Account-to-Account Transfers

 

External Transfers

 

Online Bill Pay

 

Check Images

 

Order Checks

 

Stop Payment Requests

 

Customer Service

 


Getting Started

What is Online Banking?
Online Banking is the Internet-based free access service that allows you to view your account activity, transfer funds between accounts, pay bills, and more on your personal Bank of Manhattan accounts, 24 hours a day, 7 days a week.
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Is there a fee for using Online Banking?
The Online Banking with Bill Pay service is free for personal account customers; however, all other account fees apply.
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What can I do with Online Banking?
With Online Banking, you can:

  • View your account balances and transaction activity
  • View an online version of your paper deposit statements
  • View images of your cleared checks
  • Initiate one-time and repetitive funds transfers between your Bank of Manhattan checking, savings, money market, loan, and lines of credit accounts
  • Initiate one-time and repetitive external funds transfers between your Bank of Manhattan checking, savings, or money market account and accounts held at other financial institutions
  • Send secure messages to Bank of Manhattan customer support representatives
  • Set up Alerts for balance, specific checks cleared, and other important information
  • Download account history information to Quicken and Quickbooks
  • Place stop payment requests
  • Reorder checks
  • Pay bills:
    • Set up one-time or recurring bill payments
    • Pay multiple payees on one screen
    • Create Bill Pay reports
  • Receive E-Bills from your billers/creditors

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Which of my personal accounts can I view?
With Online Banking you can view real time balances for the following account types:

  • Checking
  • Savings
  • Money Market
  • Certificates of Deposit
  • Loans and Lines of Credit

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What do I need to enroll for Online Banking?
To enroll for Online Banking you must have a Bank of Manhattan checking account. You may enroll using your check card with MasterCard logo or just your checking account information.
Enroll Now for instant access

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What are the minimum requirements for my computer hardware and software?
Please click here to access the minimum hardware and software requirements for use of our Online Banking service.

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What user account services can I perform online?
By clicking on customer service, you can:

  • Change your password
  • Change your User ID
  • Set up and view Alerts
  • Change your email address
  • Stop payment on a check
  • Sign up or change your preferences for online statements

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Can I use Online Banking outside of the United States?
In most cases you can access Online Banking from outside the United States as long as you're at a computer with Internet access. Please refer to the Online Banking minimum requirements for a list of supported browsers and operating systems.

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Secure Sign On

What are the User ID and Password requirements for Online Banking?
User ID Requirements include:

  • Minimum length of 8 characters (maximum length of 32 characters). Your User ID must contain at least 1 alpha and 1 numeric character
  • Your User ID is case sensitive. The input of “special” characters (such as punctuation keys) is limited
  • Your User ID and password cannot be the same

Suggestions for users selecting their own user ID:

  • Avoid using an offensive ID
  • Avoid using personal information as a User ID; this includes any information considered private and personally identifiable like a birthday or anniversary date
  • User ID should comply with existing federal and state requirements

Password Requirements:

  • Minimum length of 8 characters and maximum length of 32 characters
  • Must contain at least 1 alpha and 1 numeric character
  • Case sensitive
  • The input of “special” characters is limited
  • User ID and password cannot be the same

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What does Secure Sign On mean?
Online Banking uses security protection called Secure Sign On for our consumer electronic banking product. Secure Sign On provides an extra layer of protection, beyond just a user name and password. Think of this as three forms of ID. Best of all, it provides assurances that transactions are safe and authorized.

Secure Sign On uses the presence of a cookie on your computer in addition to password entry. This approach is known as two-factor authentication. If the cookie is not present, anyone attempting to log in must confirm their identities and will not be granted access until they correctly answer two previously defined confirmation questions. It also adds a confidence factor by displaying a previously defined picture and personal phrase before password entry so users can easily tell they have reached the legitimate site.
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What is a cookie?
A cookie is a file created by a website to store information on your computer. The cookie we store is only used by us and is only used to indicate that the computer you are using to access online banking is a trusted source.
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Are cookies unsafe for my computer?
No. Cookies are small text files that can only be retrieved by the website that stored it on your computer. These websites cannot look at any other cookie or anything else on your computer. The cookie we store on registered computers are only used to ensure that an authorized location is accessing your account information. It is not used to track your Internet activity and cannot be used by others to access your information.
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What is the purpose of a picture and phrase?
The picture and phrase provide additional security and this is a way for you to recognize that you’ve reached Bank of Manhattan’s Online Banking site and not a fraudulent site. During initial account setup, you will be prompted to select a picture and enter a personal phrase to go with it. During subsequent sign on attempts, the picture and phrase are displayed on the Password page to boost your confidence that you have reached the Bank’s legitimate site and can safely enter your password. If you do not recognize the picture and phrase, you are not at our Online Banking site and you should not enter your Password or any personal information. If this occurs, contact us immediately at (866) 776-2265 during normal business hours.
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What do I do if I do not see my selected picture and phrase?
Every time you sign on, we will present your selected picture and phrase as proof that you are at our site. If you do not see your selected picture and phrase, you are not at our Online Banking site and you should not enter your Password or any other personal information. If this occurs, contact us immediately at (866) 776-2265 during normal business hours. We will research the issue and ensure that you are able to get to our valid Online Banking sign on page.
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Why do I need to set up confirmation questions?
Confirmation questions are used as an additional form of identification when you sign on from a computer that has not been registered. Confirmation questions provide a secondary means of verifying user identity. Access to private information is considered more secure when the computers used to access it are “activated” by correctly answering questions to which users have previously provided answers. Examples of such questions include “what is your mother’s first name?” and “what is the name of your first pet?”
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Why would I register a personal computer?
Registering your computer is another security measure to protect your financial information. Accessing Online Banking from a registered computer along with your User ID and Password adds an additional layer of authentication security to your accounts. When you register your computer, we recognize your computer as a trusted source, and you are not asked to answer confirmation questions when you sign on making it faster to access your account information.
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What happens when I register a personal computer?
We store a cookie on your computer that enables us to recognize it as a trusted source and authorized location for you to access your accounts online. The next time you sign on you will not be asked to answer confirmation questions as part of your sign on process. We do not recommend registering public computers (such as those at a library) or registering computers used infrequently.
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If multiple people in our household use this computer to access Bank of Manhattan’s Online Banking Service, should each person register it?
Yes, the cookie is used to recognize both the computer and the user that has registered that computer. If more than one person uses the same computer to access information for accounts with us, each person should register this computer for their access separately so they can more quickly sign on without having to answer the confirmation questions each time. If you do share a computer, it is even more important that you not disclosure your User ID and Password to anyone.
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If I register this computer will I ever be asked to register it again?
You may be asked to register this computer again if the cookie is deleted or if your Internet browser doesn’t allow permanent cookies. Also, if you use more than one Internet browser on your computer, you will be asked to register your computer the first time you use a different browser.
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Do I have to change any Internet browser settings before I register my computer?
To register your computer as an authorized location to access your account information, your Internet browser must be set to accept permanent cookies. Most browsers accept cookies as a default setting. If you haven’t customized this setting, you’ll probably not need to make any changes. If you do need to change the setting to accept permanent cookies, follow the instructions provided in the Internet browser’s help file to complete this task. If you do not want to make this change, you will be able to sign on using the confirmation questions for validation.
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Accessing Your Account Information with Online Banking

What type of balance and activity detail can I view?
You can view detailed information regarding your transactions, such as:

  • Current and available balance and a running balance after each transaction
  • All cleared transactions
  • Date of transaction
  • The name and location of the payee (depending on the payee)
  • Check number (if applicable)
  • Whether the transaction is a POS (Point of Sale - PIN-based transaction) or CK Card (debit card - signature-based transaction)

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Can I use Quicken® with Online Banking?
Yes, you can download your account transaction history into Quicken with the click of a button. Go to the Accounts tab, and click Download Banking Transactions. Microsoft Money® is not supported on Online Banking. Note: to perform a download of data from Online Banking, you must have the Quicken® software installed on your PC.
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Can I access my Bank of Manhattan business accounts through Online Banking?
Online Banking is currently available for all eligible sole-proprietor business accounts and other business accounts, such as corporations and partnerships. To access the service, you must be the primary owner and authorized signer on all business accounts accessed through the Online Banking service.
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Online Statements

Can I get my account statements online?
Yes, you can get all of your checking, savings, and money market statements online in a PDF file format. PDF files require Adobe® Reader®. Click here to download the latest version.
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Are online statements available for all types of accounts?
You can access online statements for all of your checking, savings, and money market accounts that you have access to through Online Banking.
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What are the online statement delivery methods offered through the service?
When you enroll for online statements, you will have the ability to specify account level statement delivery methods for each eligible account.
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How do I know when my statements are available?
Each time an online statement becomes available for your accounts, we will notify you by email. The email address used will be the address you have entered in Online Banking.
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Can I deactivate the statement email notification?
No, if your accounts are activated for online statements, you will receive a notification by email each time a new statement is available for each account.
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How do I activate the online statement service?
To activate the service, sign on to Online Banking and select “Statements” from the left navigation panel. You must then review an overview of the feature and agree to the terms and conditions required for use of this service.
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How do I change my statement delivery options?
To change the statement delivery method, on a specific account, please go to the Customer Service tab and select “Change statement delivery method”. For each eligible account, simply select “Online” or “Paper” statement delivery methods from each drop down menu. You will need to agree to the online statement’s terms and conditions before you submit your changes if you specify "online" for any eligible account.
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If I switch from "Online" to "Paper" will I lose access to my online statement history?
Yes, you will lose your online statement history. For statements you have received online, we recommend you save or print your statements before you switch back to a paper delivery method. Once you switch from "online" to "paper," the online statements delivered to you online will not be viewable. However, you can, at any time, switch back to an "online" delivery method to view your statements online.
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Is there a charge for the Online Statement service?
No, there is no charge for this service.
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Where can I get the latest version of Adobe® Reader®?
Click here to download the latest version of Adobe® Reader®.
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Can I view my Online Statements on a Mac OS computer?
Yes, Online Statements can be viewed with a Mac OS computer.
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Account-to-Account Transfers

Can I complete transfers between all types of accounts?
Transfers can be completed between Bank of Manhattan checking, savings, money market, and eligible loan and line of credit accounts.

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Is there a dollar limit for transfers?
There is no set limit. You can transfer up to your available balance.
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What is the cut-off time to schedule a transfer?
The cut-off time to schedule a transfer on Online Banking is 6:00 p.m. Pacific Time.
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External Transfers

What is an External Transfer?
If you want to transfer money from your account with us to an account at another institution or vice versa, it is an external transfer.
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What are the benefits of External Transfers?
External Transfers are a fast, easy, and safe way to move funds between accounts at different financial institutions. At any time, from any computer, you can transfer funds to one of your accounts.
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What types of accounts are eligible for External Transfer?
You can use checking, savings, and money market accounts on which you are an individual or joint account holder.
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How does External Transfer work?
First, you tell us about the other account. We will then verify the external transfer account information with the other financial institution. Once this process is complete, you are ready to make one-time or recurring external transfers when needed.
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What are the cut off times for External Transfers?
We must receive your external transfer instructions before 4:00 p.m., Pacific Time, on any business day (Monday through Friday, except holidays), or your payment will be initiated on the following business day.
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Are there transaction limits for External Transfers?
Yes, there are transaction limits for inbound and outbound transfers, as well as monthly limits:

 

Inbound Transfer Limits

Outbound Transfer Limits

Daily Aggregate Limit - dollars

$750

$750

Daily Aggregate Limit - numbers

3

3

Monthly Aggregate Limit - dollars

$2,200

$2,200

Monthly Aggregate Limit numbers

6

6

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Online Bill Pay

What is Bill Pay?
Bill Pay is an optional service of Online Banking which allows you to make payments to businesses or individuals that you may currently pay by check.
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How do I obtain access to the Bill Pay service?
You must already be enrolled in Online Banking to request access to the Bill Pay service. Log on to Online Banking and select the “Make Payments” tab. Then select “Enroll in bill payment” from the left hand navigation to request access. If you are not yet enrolled in Online Banking, you can Enroll here.
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Is there a cost for using Bill Pay?
The Bill Pay service is free for personal account clients. All other account fees apply as stated in the account Schedule of Fees.
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If I enroll for bill payment today, when will I be able to schedule and make bill payments?
For security purposes, bill pay enrollment requires approval by the Bank. Once enrollment is approved, you will be able to access bill payment using Online Banking by selecting the “Make Payments” tab at the top of the screen.

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Can I use Online Bill Pay from outside the United States?
Yes, as long as your bank account is in the United States, Guam, Puerto Rico, or the U.S. Virgin Islands, as well as international U.S. military bases.

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Can I make a payment to an international payee?
No. Payments can only be made to payees within the US and its territories (Guam, Puerto Rico and U.S. Virgin Islands as well as international U.S. military bases).

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Which accounts can I use to pay bills?
Demand Deposit Accounts (Checking / NOW), and Money Market accounts are the only type of accounts you can use to pay bills.
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How do I add a funding account?
If you would like to use more than one account to make bill payments, you may set up additional bill payment funding accounts by accessing the “Customize Your Account” link from the “Customer Service” Tab. Once you have selected a new or additional bill payment funding account from the “Customize Your Account” link, the funding account will be immediately available within Online Banking for use in scheduling bill payments.
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How do I change a funding account?
If the funding account has pending payments, you should select a new funding account for the bill payments before changing the current funding account. You MUST have at least one account set up as the bill payment account in Account Preferences at any given time.
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To whom can I send payments with the Bill Pay service?
Online bill payments may be sent to anyone in the United States and its territories (Guam, Puerto Rico, U.S. Virgin Islands, as well as international U.S. military bases) in United States dollars. All you need to set up a payment is the address of the payee and your account number with the payee, if applicable. We recommend, however, that you do not use the bill pay service to pay alimony, child support, tax and other court-directed or government payments, fines or penalties.
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How are my bills paid?
Payments are sent electronically or by paper check, depending on whether the merchant accepts electronic payments.
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What is the cut-off time to submit a bill payment?
We must receive your bill payment instructions before 6:00 p.m., Pacific Time, on any business day (Monday through Friday, except holidays), or your payment will be initiated on the following business day.
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Is it possible to schedule recurring payments?
Yes. You can schedule the frequency of our payments along with the specific beginning and end dates or final payment date. Future dated single payments and recurring payments scheduled for a weekend or holiday will be processed on the business day following the scheduled date. If you choose to schedule a one-time payment on a Saturday, Sunday, or holiday, Online Banking will automatically adjust the date to the next processing day.
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How long does it take for the payments to reach my payees?
The “Smart Calendar” in Online Banking automatically calculates a delivery date for a payment based on whether a payee is paid electronically or by check. When an amount is entered for a payee, an estimated delivery date is displayed on the page.
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How will I know if my bill payment didn’t go out as planned?
You will be automatically alerted by email if the bill payment is canceled for any reason and will include the reason the payment is being canceled and returned. These alerts give you the ability to take immediate corrective action on your payment and funding accounts to ensure that that payment is re-initiated.
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Is there a dollar limit for bill payment transactions?
Yes, there is a per transaction limit of $9,999.99.
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How do I cancel my Bill Pay service?
Log on to your Online Banking and send us a cancellation request through our secure Message Center. It is your responsibility to ensure you do not have any pending or outstanding payments.
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Can I place a stop payment on a Bill Payment?
A payment made using Online Banking may be canceled the same day up until the 6:00pm Pacific Time cutoff time. We cannot place a stop payment on an electronic payment, only a payment that was issued via paper check. Standard stop payment fees may apply.
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What are e-bills?
E-bills are an electronic version of your paper bills from your payees. You may receive them directly through Online Banking, if you choose. In an e-bill, you can view balance information, finance charges, transactions, and other statement information. And, when an e-bill arrives, an alert is automatically sent to the email address you specified in Online Banking.
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What is a payee?
A payee is a business or an individual that you set up to pay through the Bill Pay service in Online Banking. You may create payees for example, for credit card companies, utilities, your gardener, or your babysitter. To add a payee, go to the Make Payments tab in Online Banking, click the "Add a Payee" page and enter the payee information.

We recommend you do not use the Bill Pay Service to pay alimony, child support, tax and other court-directed or government payments, fines or penalties.
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How do I set up an existing payee for e-bills?
To set up an e-bill, go to the “Make Payments” tab in Online Banking to view your list of existing payees. Click on the "Set up e-bill" link for each payee eligible for e-bills. During the setup process, you may be asked to provide information about the biller's website such as user ID and password. The information you provide authorizes us to access your bill information directly from the biller's website.
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Will I automatically receive an email notification when an e-bill arrives?
Once your payee has been set up to receive e-bills, you will automatically receive an email notification at the email address you specified in Online Banking. To ensure that you are always notified when an e-bill arrives, please keep your email address current in Online Banking.

To update your email address, please sign on to Online Banking, go to the Customer Service Index, and select change email address.

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How do I pay an e-bill?
To pay your e-bills, go to the “My Bills & Scheduled Payments” page located under the “Make Payments” tab. Your unpaid bills will appear in the inbox. To schedule a payment, select the account from which to pay, enter the payment amount due and send date. Our smart calendar tool will automatically show you the payment delivery date. When you click the "Pay bills" button, your scheduled bills will move to the payment outbox.
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Who should I contact if I have questions about my e-bills?
If you have questions regarding information that appears on your e-bill, such as transactions and finance charges, please contact your biller.

If you have questions about how to view or pay an e-bill through Online Banking, please contact us at (866) 776-2265 during normal business hours.
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If I sign up for e-bills, will I continue to receive my bills in the mail?
Some billers will automatically turn off your paper bill when you activate e-bills and some will not. Other billers may offer the option of turning off the paper bill as a preference on their website. Before you activate an e-bill, be sure to read the terms and conditions on your biller's site.
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How do I view my e-bills?
To view an e-bill, go to the “My Bills & Scheduled Payments” page by clicking on the “Make Payments” tab. Click the “View Bill” link located in the bill inbox. The electronic version of your bill may appear as a PDF or an HTML file, and is dependent on how the bill was created by the biller.

  • For HTML files, when you click the view bill link, your electronic bill is presented in a separate browser window where you may print or save a copy of your file to your computer.
  • For .pdf files, when you click the view bill link, your electronic bill is presented directly on the Bill Detail page where you may use the Adobe® toolbar to print or save a copy of your bill to your computer.

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How can I view my e-bills history?
You can view the e-bill history for a specific biller by going to the “My Payees” page and clicking on the “Bills” link found in the table. You will be directed to the Bill History page where you can click on the “Detail” link to view any bill that has been filed for this biller.
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Check Images

How do I view images of posted checks?
Check images can be viewed from the Account Activity screen. Simply click on the camera icon in the "Number" column for the check number you wish to view.
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What if it takes too long for the image to display?
You may experience a slight delay as the image is pulled for display. Once you have clicked on the check number link, please wait for the image to display, and do not resubmit your request.
Note: The time required to display a requested image depends upon a variety of factors, including the speed of your computer and your Internet connection.
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Order Checks

How do I order checks?
To order checks on an eligible personal checking or money market account, go to the “Customer Service” tab in Online Banking. Click the Order Checks link. You will be redirected to a website where you can place your order.

Please allow 7-10 business days for standard delivery.

Important: The order you place online will be printed with the same information (e.g., your name, address, etc.) as your last order. If your address has changed and you need to place an order, please contact your local banking office. If you are placing an initial check order for your account(s), visit your local banking office.
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Stop Payment Requests

How do I place a stop payment request?
Once you have successfully logged into Online Banking, select the Customer Service tab, then select "Stop a Check." Enter the appropriate fields and click “Submit request”.
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How long does it take for my request to be processed?
If you place your request for a stop payment of a check prior to 10:00 p.m. Pacific Time, it will be processed immediately. If you place your request for a stop payment of a check after 10:00 p.m., or on a weekend or holiday, it will be processed the following business day.
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Will I be charged for placing a stop payment request?
Yes, stop payment requests placed through Online Banking will be assessed the standard six-month stop payment fee. Please refer to your Schedule of Fees.
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For how long will my stop payment be active?
Stop payment requests placed through Online Banking will expire six months from the date of the request.
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What happens after my stop payment request expires?
After six months, your stop payment request will expire and release, which would allow for the check to process if it were deposited by its holder. If you need to renew or extend the stop payment request, you can do so by calling our Customer Service Center at (866) 776-2265 during normal business hours.
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Can I request an extension of my stop payment request?
Yes, please contact our Customer Service Center at (866) 776-2265 during normal business hours or visit your local banking office.
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Can I view my Stop Check Requests?
Yes, go to the Customer Service tab and select “View Stopped Checks” from the Account Service area. The “Scheduled Stop a Check Requests" page allows you to view all active stop payments on your account. If a stop payment has been released or expired, it will no longer appear.
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When placing my stop payment request, I made a mistake; what should I do?
If you entered any information incorrectly when placing your stop payment request, please contact our Customer Service Center at (866) 776-2265 during normal business hours.
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I need to cancel my stop payment request; what should I do?
If you need to cancel your stop payment request, contact our Customer Service Center at (866) 776-2265 during normal business hours.
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Can I stop a bill payment with this feature?
No. Online Bill Payments cannot be stopped through this feature. You can only request the stop payment of a paper check you have written.
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Customer Service

Who can I contact for customer service issues?
You can contact our Customer Service Center Monday through Friday, 8:30 a.m. to 5:00 p.m., Pacific Time, at (866) 776-2265.
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Who can I contact for technical support?
You can contact our Customer Service Center Monday through Friday, 8:30 a.m. to 5:00 p.m., Pacific Time, at (866) 776-2265.
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Who can I contact for Bill Pay support?
You can contact our Customer Service Center Monday through Friday, 8:30 a.m. to 5:00 p.m., Pacific Time at (866) 776-2265.
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What if I forget my Online Banking password or User ID?
If you forget your Online Banking User ID, you can contact our Customer Service Center at (866) 776-2265 during normal business hours. If you've forgotten your password, you can reset it yourself on the Online Banking “Sign On” screen to get signed on quickly.
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How do I request access to new accounts or services?
If you are not yet enrolled in Online Banking, you can Enroll Online.

If you are already using Online Banking and need to request access to an account or service, you may call our Customer Service Center at (866) 776-2265, or simply log on to Online Banking and go to the “Customer Service” tab and select “Contact Us” to send the request securely. Please make sure to include the full account numbers for the loans and checking accounts. If you are requesting a transfer relationship setup, include the exact direction of the transfer relationship: to, from, or if requesting transfers both ways.

To add our Bill Pay service, log on to Online Banking and select the Make Payments tab and then select “Enroll in bill payment” from the left hand navigation to request access. Your request will be processed within 3-5 business days.
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Online Banking | Personal

Online Banking banking gives you fast, simple and convenient control over your money. When your busy schedule keeps you away, Online Banking keeps you connected.

 

Enroll in Online Banking | Personal for
instant access to the following:

  • Real-time balances to view your personal accounts and loans
  • Real-time transactions and history to view checking and savings account transactions and history with online statements
  • Check image to view the front and back of cleared checks
  • Reorder checks for your personal checking and money market accounts
  • Account-to-account transfers let you create scheduled, one-time or repeating transfers between checking, savings, money market, and eligible loans and lines of credit accounts
  • External transfers provide a fast, easy, and safe way to move funds between accounts at different financial institutions, at any time from any computer
  • Stop payments to easily request stop payment of a check or view open stop payment orders
  • Secure messaging allows you to send and receive secure communications from the bank
  • Alerts let you set up notifications of account balance changes or when a check clears
  • Download History of your account into Quicken® (setup guide)
  • Pay Bills lets you schedule future dated or recurring bill payments from any checking account a free service for clients accessing only personal accounts
  • E-bills let you set up automatic payments to pay your bills through the Online Bill Pay service as well as review electronic versions of paper bills

To learn more about personal online banking, read our FAQs.

 

Ready to Get Started?

Click here to enroll. Prefer to speak to us in person? Contact us at (866) 776-6523 during normal business hours or us today.


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