| How do I enroll for Online Banking? |
| To enroll for Online Banking, complete the Online Banking application or call Customer Service at (302)658-6850. Upon verification, we will assign you a User ID/User Name and Temporary Password. This information is mailed to you using the address we have on your Customer Record. |
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| What services are available with Online Banking? |
With Online Banking you can:
- View Account Balances
- Setup Alerts
- Transfer funds between your Artisans’ Accounts
- Pay your Artisans’ Loan using Funds Transfer
- Order Checks
- Enroll in Online Bill Payment
- Enroll for Mobile Banking
• Enroll for E-Statements
- Download your transactions.
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| What do I need to utilize Online Banking? |
| To use our Online Banking system, you will need a computer with Internet access and a Web Browser with 128-bit encryption, such as Microsoft Internet Explorer or Netscape. Our Online Banking System does not support use of browsers with 40 or 56-bit encryption.. |
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| What is 128-bit encryption? |
| There are basically two types of encryption: "High" and "Standard". The difference between these types of encryption is the strength of capability. A "High" (128-bit) encryption is exponentially more powerful than a "Standard" (40 or 56-bit) encryption. "High" or 128-bit encryption means there are a septillion possible keys that could fit into the lock that holds your account information, but only one that works for each time you bank online. Artisans' Bank uses the highest level of encryption (128-bit) to ensure your online transmissions are secure. |
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| What do I need to know about security? |
| The Online Banking service takes full advantage of the security provided by your Web browser and your Web server. Your transactions are encrypted as they travel over the Internet. No one trying to “listen in” on your communications will be able to decipher them. The Netscape browser displays a key in the lower right corner of its window. When you are browsing a Web site that is not secure, the key will appear broken. The Microsoft browser displays a lock in the lower right corner of its window. When you are browsing a Web site that is not secure, the lock will appear open (or not appear at all). When the session is secure (such as after you log onto Online Banking), the lock will be closed. In addition, your Online Banking account is protected by a password, also known as your personal identification number (PIN). No one can use your account without knowing your PIN. |
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| What are the costs associated with Online Banking. |
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| What types of accounts can I view with Online Banking? |
| With Online Banking, you can view your Checking, Money Market, Savings, Holiday Club, Certificate of Deposit accounts, IRA accounts, as well as Loans |
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| Can I access both personal and business accounts with Online Banking and Bill Payment? |
| Yes, as long as your business account is a sole proprietorship or a d/b/a for a sole proprietorship. Otherwise, you will need to setup separate Online Banking and Bill Payment relationships for your personal and business accounts. |
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| How often is my account information updated? |
| Your account activity is memo posted throughout the day based on activity. Examples of activity include, but are not limited to: ATM & Debit card transactions, Transactions processed by a teller, Online Transfers, check presentments, or Online Bill Payment transactions. |
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| How do I access these services once I have enrolled? |
You may access Online Banking through the Artisans' Bank's web site at www.artisansbank.com. Enter your Username and Password in the Online Banking Center box. If this is the first time that you are signing into Online Banking, we will prompt you to create a new password. Once you sign in, you may select as many of the following services as you wish to utilize.
- Funds Transfer
- Alert Messages
- Bill Payment
- Mobile Banking
- E-Statements
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| May I download information to financial management software? |
| Yes, we support downloads in the following formats:
1) Microsoft® Money (.OFX)
2) Intuit® Quicken (.QFX)
3) Intuit® QuickBooks (.IIF)
4) Personal Finance (.QIF)
5) Spreadsheet (.CSV)
6) Word Processing (.TXT) |
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| Can I schedule recurring or future dated transfers? |
| Yes, our Online Banking service permits the scheduling of recurring and future dated transfers. |
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| Can I tell when a transfer has posted to my account? |
| If you approve a funds transfer or loan payment, a "Confirmation Number" will be displayed. You may use this number if you need to refer to the transfer at a later time. The Confirmation Number will also be listed on your monthly account statement, and once posted, the transaction will appear on your online account activity screen. |
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| Can I transfer money from one account to another? |
| Yes, with Online Banking you can transfer money between Artisans' Bank Checking, Money Market, or Statement Savings accounts. You may also make payments on Artisans' Bank loans from your Checking, Money Market, or Statement Savings accounts. Please be advised that loan payments from your Money Market or Statement Savings account are considered Preauthorized Transfers and will be subject to the regulatory limits of no more than six preauthorized transfers for each month or statement cycle. |
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| Can I transfer money between my personal and business accounts? |
| You may access Online Banking and Bill Payment through Artisans' Bank's web site at www.artisansbank.com . Input your User ID and password. If this is the first time that you are signing on to the Online Banking system, you will be prompted to change the bank assigned temporary password to a new password of your choice. |
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| Can I stop or modify my request to transfer funds? |
| Yes, at any time before you approve the transfer you can modify or cancel your funds transfer request. However, after you have completed a funds transfer transaction and have received a confirmation number, you cannot stop the transfer from occurring. However, you may initiate another transfer and transfer the money back. |
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| What is Online Bill Payment? |
| This service gives you the convenience of paying your bills online. From paying your utility bills to paying your babysitter, you can manage your bills online day or night with our Online Bill Payment service. |
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| How does the Online Bill Payment service work? |
| You establish a list of Company or Individual payees that you wish to pay using our Online Bill Payment Service. If the payee you establish is in our Electronic Payee database, the payee will be setup as an “electronic” payee. If there is no match in our Electronic Payee database, the payee will be setup as a “check” payee. Electronic payments are sent through the ACH (Automated Clearing House) Network. Typically, individuals are not setup to receive electronic (ACH) payments; therefore, a check is sent to your payee. |
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| What does Online Bill Payment cost? |
| Online Bill Payment is FREE. |
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| When should I setup my payments to make sure they are paid on time? |
| You should allow 3 business days for payments being made electronically. For payments being made by check, you should allow 7 business days. The payment method for each of your payees will be clearly identified as either "electronic” or "check." |
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| When are “electronic” payments debited from my account? |
| We will debit your electronic payment from your checking account on the payment date that you established. We recommend you select a payment date at least three (3) business days before the payee's payment due date to ensure the payment is received on time. |
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| When is a check payment debited from my account? |
| Check payments will not be deducted from your account until the payee has cashed the check, just as if you wrote the check yourself. We recommend you select a payment date at least seven (7) business days before the payee's payment due date to ensure the payment is received on time. |
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| Are there any payments I cannot make using Online Bill Payment? |
| Yes, we recommend that you do not include any type of a tax payment or court-ordered payment. Also, do not use Online Bill Payment to pay Artisans’ Bank. Instead, use the Transfer feature to setup a recurring payment to your Artisans’ loan account. |
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| How will I know what payments have been made? |
| Through Artisans' Bank's Online Banking you can view your account activity. Online Bill Payment transactions will be described as “Electronic Bill Payment” or “Check Bill Payment.” Also, the payment will be clearly itemized on your monthly bank statement. |
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| What if my payee says they did not receive my payment? |
| If your payee notifies you that a payment has not posted, please call us at 302-658-6850. We will investigate the payment in question and will work to resolve the issue on your behalf. |
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| If my payment due date falls on a Saturday, Sunday or Federal Holiday, what should I do? |
| Bill payments may be established with a payment date which falls on a Monday through Friday (excludes Federal holidays). Payments established with a payment date of Saturday, Sunday or a Federal holiday will be processed on the next business day. Remember, the payment date is not the payment's due date. You should establish the payment date at least 3 business days prior to the payment due date for payments being made electronically. For payments being made by check, you should establish the payment date at least 7 business days prior to the payment due date. |
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| Do I need to contact my payees to tell them I am using Artisans' Bank's Online Bill Payment service? |
| No, using the Online Bill Payment service will not change the way your payments are credited or how money is debited from your accounts. |
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| Can I place a stop payment on a bill payment that I have already setup? |
| Yes, you can cancel an electronic bill payment at any time up until 12:00 PM, Noon, (Eastern Time) on the business day prior to the payment date you established. Once the bill payment is debited from your account, you CANNOT cancel or stop it. You may be able to stop a check payment before it has cleared. Contact our Customer Service Department at 302-658-6850 to determine if the check has cleared. If the check has not cleared, we will immediately process your stop-payment request. To be effective, this type of stop-payment request must precisely identify the name of the payee, the payee-assigned account number, the amount and scheduled date of the payment, and the payee ID number from the Online Bill Payment "Payment History" Screen. You will incur stop-payment charges as disclosed in our current Fee Schedule. |
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| When I pay bills through the Online Bill Payment system, should I enter them in my paper check register? |
| Yes. That way you will be able to properly reconcile your checkbook with your Artisans' Bank statement each month |
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| What happens if I do not have enough money in my account to cover the bill payment I have set up? |
| If you requested an electronic payment, the payment will not be sent. If you requested a check payment, the check will be sent. If the funds are not available when the check is presented, you may incur an insufficient funds charge and the check may be returned to the payee. |
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| How do I enroll in Artisans’ Bank’s Mobile Banking? |
| Log in to Artisans’ Bank’s Online Banking site > Select Options > Mobile Settings > Select Activate Mobile Banking Access > Click Submit. |
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| What are the restrictions on the type of mobile devices that can be used to access accounts? |
| The Artisans’ Bank Mobile Banking solution is phone device agnostic. It works with any web-enabled mobile phone device whose network allows secure (SSL) traffic. To determine if your mobile device is web-enable, contact your mobile device carrier. |
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| What functions can I perform from my mobile device? |
Provided that you have been given access, you can:
- View account balances
- View 15 days worth of account history
- Make immediate one time transfers
- Make a onetime bill payment to an existing payee
- View Alerts
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| How much does Mobile Banking cost? |
| Mobile Banking is a FREE service for all Artisans’ Bank customers. Your wireless service provider may charge a fee for providing web access on your mobile device. Please check with your wireless provider for details on its fees and charges. |
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| How do I know if my transfer or bill payment was entered successfully? |
Each time you make a transfer or bill payment, a confirmation (SMS) Text Message will be sent to your mobile device. If you do not receive a confirmation text message, double check to make sure the transaction went through. |
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| What if I no longer want to be a mobile user? |
| Log in to Artisans’ Bank’s Online Banking site > Select Options > Mobile Settings > Deselect Activate Mobile Banking Access > Click Submit. |
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| What happens if I lose my mobile device? |
| Since your account data is not stored on your mobile device, your information cannot be stolen. When you replace your device, simply edit your Mobile Settings and make any changes to the Wireless Provider and/or Phone Number. |
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| Why can’t I add a new payee? |
| Functionality is limited to sending payments to already established payees. To add a new payee, log in to the online banking site, select Bill Payment, and add a new payee. You can then submit payments to that payee via your mobile device. |
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| What happens if I lose communication/signal during a transaction? |
| When you complete a transaction from your mobile device (bill payment, funds transfer, etc.) you will receive an SMS Text Message as confirmation that the transaction was successful. If you do not receive this message due to a dropped call or lost signal, check your accounts and re-submit any transactions that did not process. |
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| What do I need to do if I get a new phone? |
| If you simply get a new phone, but are using the same phone number and provider, no changes on your part are necessary. If you switch providers and/or phone numbers, log in to your Online Banking account via the Internet and update your information on the Options > Mobile Settings page. You will not receive SMS Text Messages regarding Mobile Banking transactions if your phone number is not correct. |
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| Are there online banking activities that cannot be performed using Mobile Banking? |
| Yes. Because Mobile Banking is designed for use on wireless devices, only core online banking activities are supported. Activities such as creating alerts, placing stop payments, adding new Bill Payment payees, and downloading account activity cannot be performed using Mobile Banking. In addition, certain activities such as adding a new payee for bill payment cannot be done through Mobile Banking as a security precaution. |
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| How can I search for a transaction? |
| You will only be able to view 15 days worth of transaction history on your mobile device. There is not a Search feature. |
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| Can I use any mobile device to access my accounts? |
| Yes. You can access your accounts via any mobile device that is web-enabled and allows secure SSL traffic. The only difference is that SMS Text messages will be sent to the device entered when enrolling for mobile banking, not any device from which you perform a transaction. |
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| How do I delete a bill payment that I set up through my mobile device? |
| You must log in using your Online Banking ID and delete the payment from the main menu of the Bill Pay module. |
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| What if I can’t get my mobile device to work with Online Banking? |
There are a number of reasons that you may experience trouble accessing the mobile version of internet banking on your phone. To use the mobile version, your phone will need to meet the following minimum requirements:
- You must first enroll through traditional Internet banking before you can gain access.
- Your mobile device must be internet enabled.
- Your mobile network must allow secure SSL traffic. (You may need to contact your mobile provider to determine this.)
If your phone meets these requirements and you continue experiencing problems, the mobile version may not be compatible with your phone's browser. An interim solution would be to try downloading another browser such as Opera Mini (www.operamini.com ) which provides good support to a number of mobile applications. |
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| Can I tell when a transfer has posted to my account? |
| If you approve a funds transfer or loan payment, a "Confirmation Number" will be displayed. You may use this number if you need to refer to the transfer at a later time. The Confirmation Number will also be listed on your monthly account statement, and once posted, the transaction will appear on your online account activity screen. |
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| What is an e-Statement? |
| e-Statement is an electronic version of your statement with images available online via our secure site. You can view and print your statement right from your computer or you can save the statement to your hard drive. An e-statement avoids the wait for the traditional mail and ends the paper clutter. |
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| Do I have to sign up for Online Banking in order to access e-Statements? |
| Yes. You must have access to Online Banking. If you are currently not enrolled in Online Banking, please contact our Customer Service Department at (302) 658-6881 or (800) 282-8255. Our representatives are available Monday-Friday from 8:30 A.M. to 4:30 P.M. EST. Also, you can visit our website to request access information. |
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| How do I enroll in e-Statements? |
| Simply log into your Online Banking and click the tab labeled “e-Statements”. When asked to submit your email address, please type your entire email address in lower case only. |
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| How long will it take to set up my e-Statement? |
| Setting up e-Statements only takes a few minutes online. |
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| Is there a charge for e-Statements? |
| There is no charge, e-Statements are FREE! |
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| What accounts are eligible for e-Statements? |
| Checking, savings and money market accounts are eligible for e-Statements. They can be personal or business accounts. |
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| How do I view my e-Statement? |
| Each month when the statement is created, you will receive an email from: e-statements@artisansbank.com notifying you the statement is ready for retrieval. In the email there will be the Security Phrase you chose during the enrollment process to ensure the email is from Artisans’ Bank. The attachment will contain a protected PDF (portable document format) where you will enter your Online Banking User Name and Password. Once the system confirms the information you entered, the statement will appear. |
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| What happens if my email is currently set-up to block emails with attachments? |
| You will need to change your email settings to allow attachments in order to be set up for e-Statements. |
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| When can I view my e-Statement? |
| Your e-Statement will be available the day after your statement cycle ends. We will send you an email alerting you that your e-Statement is ready for viewing. |
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| How much faster is an e-Statement compared to a mailed statement? |
| An e-Statement is available the day after the statement date; however, a mailed statement may take up to 7 business days to receive. |
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| What are the system requirements for an e-Statement? |
| In order to take advantage of e-Statements, you will need Adobe Acrobat Reader (version 6.0 or higher) to open the PDF attachment. Many computers have Adobe Reader installed, but if you do not, the basic software is available for free download from Adobe’s website. |
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| What if I want to change my password for my e-Statement? |
| You cannot change the password just for e-Statements. The e-Statement sign on information will always be the current Online Banking access codes. You can change your log in information by accessing the Online Banking site and accessing the Options tab. |
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| Will I still get paper statements if I enroll in e-Statements? |
| No, when you enroll in e-Statements, you will no longer receive paper statements. |
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| Will my e-Statement look the same as my paper statement? |
| Yes, your e-Statement looks exactly like your paper statement. |
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| Can I have e-Statement delivery for more than one account? |
| Yes. You can choose electronic delivery for all your eligible checking and savings accounts during the enrollment process. |
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| If I have an account that is jointly owned and I enroll in e-Statements, will the second owner continue to receive paper statements? |
| No. If an account is jointly owned and one of the owners enrolls that account for e-Statements, the printing is automatically suppressed for all recipients. Also, if the account is currently enrolled, it will be unavailable for selecting or de-selecting by the other owner on their Online Banking. |
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| If my account is owned with another person, will both of us receive an email notification when the e-Statement is available? |
| No. The owner who originally requested the e-Statement will receive the email at the address provided. The owner who originally activated the service may add one additional recipient by accessing the Additional Recipients section under the e-Statement tab in Online Banking. |
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| How will I know that my e-Statement is available? |
| We will send you an email message to the address you provided and as noted in “Personal Options” in Online Banking. |
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| My e-Statement says “Enclosures” on the first page, what does this refer to? |
| The number of enclosures refers to the number of check images that are included with that e-Statement. If 8 check images are included, it will say Enclosures 8. |
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| Will I be able to save the PDF attachment of my account statement on my computer or a disk? |
| Yes, in fact, we recommend that you save your monthly statements on either your computer or a disk so you can easily retrieve them in the future. To save a copy of your electronic statement, open your statement document, choose “File” then “Save As” from your menu and specify the location to save the statement. Be sure to save your e-Statement using the .pdf extension and create a name that will be easy for you to recognize. For example: StatementMarch2007.pdf. |
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| Is my statement information secure with Artisans’ Bank e-Statements? |
| Artisans’ Bank takes every possible means to ensure that our products and services meet the highest level of security commercially available. To provide the highest level of security, your e-Statements are encrypted with your user name and password you have selected. We strongly suggest you protect your access information and do not share it with anyone. Please note: If you use a computer other than your home/business computer (such as a remote computer) to check your email and open attachments, this may result in a temporary file being created and stored on that remote computer. Artisans’ Bank recommends only using your personal computer to open e-Statements sent to your email account. |
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| What if I need a copy of a statement that is more than 60 days old? |
| If you need a statement more than 60 days old, you can request the statement copy by calling us, requesting the statement online under “Contact Us” or visiting a branch near you. Fees may apply. We maintain statements for six years. |
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| When I enroll in e-Statements, will I have access to my old statements online? |
| No. The electronic statement retrieval will begin with the first statement processed after you enroll. The system will retain 60 days of statement history. You can review the retained statements by logging in to your Online Banking and accessing the e-Statement tab. |
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| Will I still be able to view my e-Statements even if I close my account? |
| No. Once an account is closed, it will no longer be viewable within Online Banking. Therefore, we suggest you either save your statements to your hard drive, save to a disk or print them prior to closing an account. |
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| What if I decide I no longer want to receive e-Statements and want to go back to paper statements? |
| Should you decide that e-Statements no longer meets your statement delivery and storage needs, simply log in to Online Banking and access the e-Statements tab. Choose the Documents and Settings tab and de-select the box(s) for the accounts you wish to cancel. |
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| Who should I contact if I can’t access my e-Statement? |
| If you cannot access your e-Statement or you forgot your password, you can “Contact Us” through our Web site or contact our e-Services Department at (302)-658-6881. |
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