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Digital Banking FAQ

We've Gathered Some Frequently Asked Questions

Looking for something specific? Consider choosing a topic below.
Have something that you can't find the answer to here? Ask us directly.


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Usernames: You will use the Username that you established for Internet Banking in our previous system, unless you received specific communication that your username must be changed. Some characters are not permitted, and the maximum character count is 25.
 
Passwords: For security reasons, you will need to re-establish a password. Follow the instructions that were sent to you via email and standard mail to complete this process. Please note that not all special characters are accepted. Please click “Show Rules” when you reestablish your password to ensure the password you choose will be accepted.
No. Once you set up your new password, you can log in right from our website homepage as you do now. The only difference is that you will now be prompted to complete a two-factor authentication process as opposed to the challenge questions you had previously established.
Two-factor authentication is an additional layer of security that uses a verification code that only a specific user has access to.
If you want to be remembered each time you log in, click the “Don’t ask for codes again on this computer” box that appears on the verification code screen. Note: Never select this option when using a public or shared computer.
No. The code will be delivered via text message or by voice to a mobile or landline phone.
You can choose to receive a phone call, or you can download the Authy App to your phone or computer.
 
 
 
 
The last two digits of the phone number you entered will appear on your screen; please ensure these numbers are correct. If they are and you still do not receive the verification code, please contact our Customer Care Center.
Yes, but for the better! You will use the same username and password that you use for Internet Banking, but you may now use Touch or Face ID on enabled devices.
Check to make sure you are not using a character that is not permitted, such as the # symbol. You’ll find a list of password rules by clicking “Show Rules” when you set it up for the first time.
Yes; the sign out option is located at the top right of screen where you see the arrow next to your name.
You are signed out automatically when you exit the app or lock your device. There is no need to manually log out. You will need to be re-authenticated each time you visit the app.
 
 
 
 
 

ALERTS

Any alerts established in the previous system will not transfer to the new system. You may reestablish balance and transaction alerts in the new system beginning on June 3. When using our mobile app, you’ll need to enable notifications in order to receive alerts. Simply click on the account you wish to set an alert for, and select Manage Alerts.

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

ACCOUNT VIEW

The balance that displays is your available balance. To view your current balance, click on the “i“ under the balance within the account.
You may need to re-establish some account nicknames. If your account nickname was over 20 characters long or contained a special character, it will need to be reestablished.

To change your account nicknames, go to Settings, and click on “Tompkins Trust Company” under “Accounts.” From there, select “Rename” for the accounts you wish to assign nicknames.
You may have accounts connected to your profile that were suppressed from your view in the previous system. These accounts will be viewable at the time of the upgrade.

To suppress any of your accounts, click on the account you wish to suppress, select Settings, and turn off the button next to “Show in app.”
 
Account screen showing options to turn running balance on or off and manage alerts.
After selecting an account from the dashboard, click the printer icon at the top of the Activity menu bar. If you would like to print a specific date range:
 
1. Click on the spyglass icon in the Activity bar
2. Click “Search and Sorting Options” and enter the date range
3. Click the Print icon.
Yes, they will appear in the Accounts section of the dashboard. On a computer, they will be listed in groups of four. If you have more than four accounts, click View All.

On your mobile device, one account will show at a time. Simply swipe the account to the left, or use the arrow pointing to the right to view additional accounts.
 
 
 
 
 
The new online banking system will only allow those accounts that you have full access to.

You need to be a primary or secondary owner, power of attorney or custodian on the account. Some external accounts may not be converted. Upon conversion, please verify your accounts. You must have an owner relationship in order for an account to be connected to your profile.
You will initially have access to up to 120 days of transaction history for all account types. History will accumulate more account data going forward. If you require history prior to February 2019, please be sure to download it prior to 5/31. . Estatements prior to 120 days will still be available for your reference in the Documents section of the new system.
From your computer: Click the three dots in the Accounts section, and then select “Organize Accounts.” You’ll see a list of all of your accounts with dots to the left of each one. To move an account, click on the dots and drag the account to the order in which you would like for it to appear. Once completed, click “Done” and you will be routed back to the dashboard of the main page.

From a mobile device: Click the up and down arrows in the Accounts section. You’ll see a list of all of your accounts with three lines to the right of each one. To move an account, select and hold the lines, and drag the account to the order in which you would like for it to appear. Once completed, click “Done” and you will be routed back to the dashboard of the main page.
On the home screen (your Dashboard), the transaction list includes transactions from all of your accounts. You may view transactions for specific accounts by clicking the account name.
You must have an owner relationship for an account to be connected to your profile. However, you may now use the Pay A Person feature to pay an individual without knowing their account number.  All you need to know is the payee’s mobile number and email address.  Payments up to $500 per transaction and $1,000 per business day can be made through this service. To create a P2P payment, simply click on the “Pay a Person” option from a computer, or from a mobile device, click on “Pay”, select the “+” sign in the top right corner, enter your password and select Person.   
 
 
 
 
 

MOVE MONEY

Yes, all of your Bill Pay payees and scheduled payments will be available to you just as they are in the existing online banking. Simply click “Manage Payments.”
There are no limitations to the number of payees that can be added to your payee list.
If you are already enrolled in Bill Pay and have established payees, you will see your existing companies in the Pay a Bill section.
Use the Pay A Person feature: this feature allows you to pay an individual without knowing their account number.  All you need to know is the payee’s mobile number and email address.  Payments up to $500 per transaction and $1,000 per business day can be made through this service. To create a P2P payment, simply click on the “Pay a Person” option from a computer, or from a mobile device, click on “Pay”, select the “+” sign in the top right corner, enter your password and select Person.   

Use the Pay A Person feature: this feature allows you to pay an individual without knowing their account number.  All you need to know is the payee’s mobile number and email address.  Payments up to $500 per transaction and $1,000 per business day can be made through this service. To create a P2P payment, simply click on the “Pay a Person” option from a computer, or from a mobile device, click on “Pay”, select the “+” sign in the top right corner, enter your password and select Person.   

Yes, we are not able to convert your recurring or future dated external transfers. Therefore, you will need to reestablish those transfers in the new program. However, if the transfer is to a loan account, you will need to establish it in Bill Pay.
 
Please note: you must have an owner relationship on an account in order for it to be connected to your profile. If you do not have an owner relationship, you may use the Pay A Person feature.
If your transfers do not fit the new system’s transfer options, then you will need to reestablish those transfers.
From a computer: Click Make a Transfer in the Move money section or Transfers on the Dashboard.

From a mobile device: Select an account, and tap Transfer.
The new system will display all recurring transfers, regardless of whether they were created in digital banking or at a branch.
 
Some of these frequency options may be different than what you’re used to. Be sure to log into the new system and choose a new transfer frequency that works for you.
The new system processes transfers in the evening each business day.
From a computer: Select Make a Transfer in the Move money or Transfers section. At the bottom of the screen, select the option to Add Account, and enter the necessary information after entering your password.

From a mobile device: Select the plus (+) icon in the Accounts section, and select the option for Make External Transfers. You will then be able to add the account information after entering your password.

You will be required to verify the external account by obtaining the amounts of the two small deposits. You will need to enter these amounts by going to Settings and selecting External Transfers.
No, end dates cannot be established for recurring transfers.
Yes, but it will now be charged at the time of the transfer rather than at the end of the month.
In most cases, your Tompkins account will be credited and your external account will be debited the next business day.
Scheduled transfers are located in “Scheduled Activities” within each individual account. Or, to view all scheduled activity, select Transfer from your dashboard or from the main menu by clicking the three horizontal lines in the top left of the app.
If you created the transfer using the digital banking system, select the transfer, and click Cancel. If the transfer was not created in our digital banking system, please contact our Customer Care Center.
Connecting to an institution allows you to view your account information at other participating financial institutions. Not all banks participate, so if your bank is not in the top 25 pick list you can try entering your bank name in the search field. If your bank participates, it will ask you to enter the login credentials you use for that bank. If the bank does not participate, you will receive a message stating, “We don’t recognize this institution.”
 

ESTATEMENTS

e-Statements are available in the Documents section within each individual account.
Yes, all estatements that you have access to today will be accessible in the new system.
 
 
 
 
 
 
 
 
If you are using Internet Explorer, try using a different browser such as Chrome, Firefox, Microsoft Edge or Safari.
 
 
 
 
 
 
 
 
 

STOP PAYMENT

Yes, but only for check items. If you need to place a stop payment on a pre-authorized (ACH) electronic transaction or debit card transaction, you will need to contact our Customer Care Center.
 
 
 
 
 
 
 
 
 
Select the account for which you wish to place the stop payment, then click the Stop Payments option located on the right side of the screen. This option is currently not available on mobile devices.
 
 
 
 
 
 
 
 
 

ADDITIONAL ACTIONS

 
To perform user level activities, click the drop down in the upper right hand corner by your name and select Settings.

This allows you to update profile information, change user name, password or two factor authentication. It’s also another way to get to other services and external transfers.
 
manage settings under the profile icon.
 
 
 
Settings menu options

Profile – Allows you to edit your address, email address, and phone numbers
Security – Allows you to update your username, password and two factor authentication
Bank Name – Allows you to access the account level services
External Transfers – Allows you to add or delete external transfers