Frequently Asked Questions

Internet Banking FAQ's 

How do I enroll in Internet Banking? 

How do I log in to Internet Banking? 

What accounts will I be able to see? 

What does the security warning mean? 

How do I update my mailing address? 

How do I update my email address? 

What happens if I forget my password? 

What happens if I forget the answers to my challenge questions? 

What are E-statements and how can I request them? 

How do I transfer funds between my accounts? 

How do I transfer funds to another bank? 

How do I remove an external transfer account? 

How do I cancel a recurring transfer? 

Why is my current balance different from my available balance? 

Why isn’t there a running balance? 

What is a “memo post?” 

If I open a new account, will it automatically be added to my Internet Banking? 

What if I don’t see the answer to my Internet Banking question in these FAQ’s? 


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How do I enroll in Internet Banking? 

Personal banking customers can enroll in the Internet Banking service either on our web site or at a branch.  Business customers must complete written enrollment forms, which are available on our website or at your local branch. They can also be accessed by clicking here 

 

How do I log in to Internet Banking? 

You can sign on to the Internet Banking System by first typing in the Login ID that you selected on your enrollment form and then the system will prompt you for the temporary password that we provided via email. You will then be prompted to change the password to one of your own choosing.  The new password must be at least five characters long and it is case sensitive. 

 

What accounts will I be able to see? 

You will automatically have access to any checking, savings, time deposit or loan that you are listed on as a primary or secondary owner.  

 

What does the security warning mean? 

This warning indicates that you are being transferred into a secure site to protect your personal and banking information.  This is typical for many sites and requires that you answer yes.  If you don’t see this message pop up, you just want to confirm that you see https:// at the beginning of the URL that you are accessing.  This indicates that the session is secure. 

 

How do I update my mailing address?  

If your mailing address has changed, you can update it at any time via Internet Banking.  Log in, click on Other Services, then Change Address.  Make the necessary changes and click on Submit.  We will send you a confirmation email at the end of the business day to let you know that your request has been received and processed. 

 

How do I update my email address? 

 

If your email address has changed, you can update it at any time through Internet Banking.  You will need to log in, click on Other Services, then Change Address.  Make the necessary changes and click Submit.  The change will take effect immediately. 

What happens if I forgot my password? 

 

On the password screen, there is a "Forgot My Password" link that you can click on to receive a new temporary password. If you click that link, and correctly answer one of your challenge questions, a temporary password will be emailed to the address on file for your account. 

 

What Happens if I forget the answers to my challenge questions? 

 

Difficulties with the challenge questions are generally caused by one of the following: 

If you enter an incorrect Login ID on the first screen, it will cause random challenge questions to be displayed, which may or may not be ones that you had selected. If you do not recognize a challenge question, or if the answer does not appear to be successful, this is usually the cause. 

If you enter the correct Login ID, but answer the challenge question incorrectly, the system will return the error message that some of the information was incorrect. If you enter the Login ID again and click submit, the system will ask the next of the three challenge questions that you set up. If that fails, enter the Login ID again, and it will go to the third question. Once you correctly answer one of the challenge questions, the system will display your image and phrase and you can enter the password. 

On the password screen, there is also a box that you can check to "Change your image, phrase or challenge questions."   Enter your password and check this box before submitting, and the system will go through the set up screens so that you can review and/or modify your challenge questions and answers. 

For security purposes, if you enter the correct Login ID, but answer the challenge questions incorrectly four consecutive times, your Login ID will be locked out.  You will need to contact us to have it reset. 

 

What are E-statements and how can I request them? 

 

If you sign up for e-statement service, your future statements would be delivered through Internet Banking rather than by paper statements being mailed. If you choose to switch to electronic delivery, we would also create electronic copies of your previous statements going back approximately 16 months, and make those available online as well at no charge.  The process of converting to e-statements and archiving the previous statements is normally completed within one to two business days of your request. If you would like to request that option, you can log in to Internet Banking, click "History" and then click the smaller "Statements" button.  Be sure to select "eStatement Delivery" for each account that you wish to have changed to electronic delivery. Then read the agreement and click "I Agree" to update your selections.  We will send you an email confirmation once your request has been processed.  You can change your delivery preferences at any time. 

 

How do I transfer funds between my accounts?

Simply click on Transfer to move funds between your accounts.  Transfers between your accounts that are scheduled through internet banking by 7pm are processed on that business day.  You can confirm internet banking transfers any time by logging in, going to Transfer, then View Postings. 

 

How do I transfer funds to another bank? 

Our internet banking system does offer an external transfer feature, in which you can transfer funds from your checking or savings account directly to a checking or savings account at another United States financial institution.  There is a daily limit of $3000 per transfer, and the fee is $1.00 per transfer.   If the transfer is scheduled by 3pm, it will be credited to the other bank the following business day.  It can be set up as a recurring transaction if desired.  The form to add an external account can be found online when you log in and go to Transfer, then External Accounts, and it is also available at all of our branches.  You may fax the completed form to us at 607-273-2929, mail it to us, or drop it off at a branch.  We will update your internet banking profile to include access to the account once the form is returned to us.  We will then send you an email letting you know so that you can log in and schedule your transfer. 

Of course, you could also stop into your local branch and initiate a wire transfer, which is a same day transaction from bank to bank if the funds are needed immediately.  There is a fee of $20 to send a domestic wire transfer and it does need to be requested in person. 

How do I remove an external transfer account? 

We do need your signature to remove that account from your internet banking profile.  You can find the form when you log in to your internet banking, go to Transfer, then External Accounts.  (It is the same form you filled out to add the account; however, you will be completing the bottom section to cancel it.)  You may fax the completed form to us at 607-273-2929, email or mail it to us, or drop it off at a branch.  We will remove the account once the form is returned to us. 

How do I cancel a recurring transfer? 

You can review and cancel recurring transfers set up via internet banking by logging in, going to Transfer, then View Postings.  Type in the id number (R1, R2, etc) at the bottom of the page to cancel it.  You can then click on Transfer again to schedule another recurring transfer for a new date and/or amount if desired.  The change will take effect on the requested date. 

Why is my current balance different than my available balance? 

Your current balance is your balance as of the close of business the previous business day.  Your available balance is the amount that is actually available to use/withdraw in your account.  This total reflects any transactions for that day, such as deposits, ATM withdrawals, outstanding transactions on your check card, etc. Whenever you use your VISA Check Card, your available balance is immediately reduced by the amount of your purchase.  Typically, the check card transaction will be officially posted to your account within three to five business days.  You may still see the funds showing when you check your account online because the transaction has not been completed yet, but the money has been spent.  Keep in mind that Internet Banking History screen only displays the transactions that have cleared your account. 

Why isn’t there a running balance? 

The running balance feature was removed about two years ago, as it was causing much confusion to customers because the running balance only reflected transactions that had been received and posted to the account. As the bank frequently receives transactions in a different order than they were made, in most cases the running balance did not correspond with the true balance in the account at any given time. This running balance also did not reflect any temporary holds for transactions that may have been pending, but not yet posted at the time, such as outstanding authorizations on your check card. As a result, while this figure displayed the balance of funds in the account, it did not reflect what portion of that balance was available for withdrawal at that time.  A daily balance is still indicated on the bottom portion of your monthly statement. 

What is a “memo post?” 

Pending transactions for the current business day are temporarily "memo posted" to your account as one total and displayed by transaction type, as either a debit or credit to your account.  Any pending incoming deposits for that day are "memo posted" by 8am to allow you access to the funds, so you can use your card or write a check against it as soon as it is displayed in your available balance.  During our nightly processing, the individual transactions are officially posted to the account. When the processing is completed, usually in the late evening or early morning hours, you will be able to view the specific transactions with a detailed description of each item. 

If I open a new account, will it automatically be added to my Internet Banking? 

New accounts do take one full business day to be processed before they can be accessed online and primary and secondary accounts are typically added automatically.  Other types of accounts may be added upon request. 

What if I don’t see the answer to my Internet Banking question in these FAQ’s?

You can contact us for assistance in the following ways: 

 1) Send us an email by clicking on the link located under Contact Us on our home page.  Be sure to include your full name and email address.  You can also send us an email from any internet banking screen when you are logged in by clicking on the Email button located on the lower right hand side of the page. 

 2) Call 888-300-0110 to speak to an Internet Banking Specialist