Personal Digital Banking FAQ
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.
Two-factor authentication is an additional layer of security that uses a verification code that only a specific user has access to. This code can be delivered to a cell phone or landline phone. You may also have the code delivered via the Authy app, but the initial set up of the app requires a text message or landline phone call. Ensure that you have access to this phone while you are completing the process..
You may reset the phone number used for two-factor authentication by logging in to your account and selecting Settings, then Security. In the section for Two-step verification, select Reset. If you are not able to log in, please our Customer Care Center.
If you select this box and are still prompted to enter a code, please answer the following questions:
- Are you using the same device, but a different browser? Changing browsers (Chrome, Safari, etc.) may prompt you to enter a code. Simply check the box in the new browser as well.
- Are the last two digits of the phone number you entered that appear on your screen correct? If they are not, or if they are and you still do not receive the verification code, please contact our Customer Care Center.
- If you are entering a landline phone number, are you selecting the option for a phone call as opposed to a text message? Text messages can only be delivered to mobile devices.
If you are using a computer, the Sign Out option is located in the drop down menu at the top right of screen where you see the arrow next to your name.
If you are using the app, 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.
What happens if I have limited text messaging or I do not have a mobile device?
You can choose to receive a phone call, or you can download the Authy App to your phone or computer. However, the initial set up of the Authy app requires a text message or landline phone call.
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:
- Click on the spyglass icon in the Activity bar
- Click “Search and Sorting Options” and enter the date range
- Click the Print icon.
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.
Your accounts 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.
To view transactions for a specific account, click on the account listing, or click on the word Transactions that appears with each account on a mobile device.
What is Bill Pay?
Bill Pay is a service that allows you to pay virtually anyone or any company through your Digital Banking account. You determine who you want to pay, when you want to make the payment and which account you want the payment to come from. It's safe, secure and easy to use.
How do I set up a Payee?
- Select “+ Payee” under the “Payments” tab.
- Choose either Pay a Company, Pay a Person, or Pay a Bank or Credit Union
- Enter the payee information, and click next
- Enter the payment information
Paying bills online is one of the safest ways to pay your bills. Online Bill Pay helps guard against identity theft from lost or stolen checkbooks, bills and statements. It also increases your privacy because only you can access your account information, account numbers and payment history. As a result, you maintain tighter control of your account with real-time access to your payments activity.
Who can I pay with Bill Pay?
You can pay virtually any business or individual with a mailing address within the United States and Puerto Rico. For example, you can pay utilities, cable bills or credit cards, or individuals such as a landlord, babysitter or relative.
How do I enroll in Bill Pay?
It’s easy to enroll in Bill Pay. Just log in to your online account and click the "Move Money" > “Payments > “Manage Payments.”
How do I make payments with Bill Pay?
When you add Payees, they will appear in a list on the Payments screen. Simple enter the amount you with to pay and the payment date, and click “Pay.”
Most scheduled payments are sent electronically. Funds for all payment types are withdrawn from your account on the payment date.
How do I start using Bill Pay?
The first step is to add a payee, the person or company you wish to pay. Here’s how easy it is:
- Log in to your account and click the "Bill Pay" link.
- Add your payee from the "Payees" tab.
- Enter the requested information. Typically this information can be found on your latest bill statement.
- Once you add your payee, you can start making payments in seconds.
What are eStatements?
eStatements are online versions of the paper statements you normally receive in the mail for your checking and savings accounts.
How do I access my eStatements?
Simply log in to Digital Banking, click "Accounts" and then select Documents.
Do I have to pay for eStatements?
No, they are free to anyone enrolled in Tompkins Trust Company's Online Banking service.
Will I continue to receive my paper statement in the mail?
Once enrolled, you will no longer receive paper statements by mail.
What format do eStatements come in?
The statements are provided in PDF format, which allows you to save them on your computer or print out when necessary.
How do I request eStatements?
To sign up for eStatements you must be enrolled with Digital Banking.
- Login to Digital Banking, select an account and click on Documents.
- On the Enrollment screen, click Sign Up/Changes.
- Select the accounts you wish to enroll, and click Save Settings.
- In the Email Settings section, confirm the email address for eStatement delivery is correct, and enter a security phrase. Click Save Settings.
- Read the terms and conditions and click Continue.
- Click Accept to agree to the terms and conditions, otherwise click Decline.
- After accepting the terms and conditions, the account(s) will be displayed on the welcome screen.
How many years of eStatements may I view in Online Banking?
Up to 5 years of eStatements are available.
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.
Overdraft Courtesy is a service that we offer for times when you may inadvertently overdraw your account. We will have the discretion to pay the overdraft, subject to the limit of your Overdraft Courtesy and the amount of the overdraft fee. Overdraft Courtesy is not a line of credit. Read the Discretionary Overdraft Courtesy Disclosure for more details.
Yes, you will be charged an overdraft fee for each item that creates an overdraft on your account. For example, if you have an available balance of $20, and you have three items presented to your account on the same day for $30 each, you will be charged three overdraft fees.
If I don’t Opt-In to Overdraft Courtesy for everyday Debit Card and ATM transactions, will you continue to approve other transactions?
Opting-In pertains to everyday debit card and ATM transactions covered by a bank’s standard overdraft practices such as Overdraft Courtesy. If you do not Opt-In, we may continue to extend Overdraft Courtesy to cover your checks, transfers and recurring payments.
Do I need to Opt-In to Overdraft Courtesy if I have Savings Overdraft Protection or an Overdraft Line of Credit?
Overdraft Courtesy may supplement your overdraft protection services:
Both Savings Overdraft Protection and an Overdraft Line of Credit are overdraft protection services to prevent overdrafts. When there aren’t enough funds available in your checking account to cover a transaction, funds are transferred from your savings account or credit line to prevent an overdraft, and there is a $10 transfer fee per transfer. If you Opt-In and there aren’t enough funds in your savings account or Overdraft Line of Credit to cover the transaction, we may, at our discretion, extend Overdraft Courtesy to pay it, and our standard $38 overdraft fee per item would be charged. If we don’t have your Opt-In on file, we will no longer be able to extend Overdraft Courtesy to approve an everyday debit card or ATM transaction when you don’t have enough funds available in checking, Savings Overdraft Protection, or an Overdraft Line of Credit to cover it. Regretfully, your transaction will be declined.
IMPORTANT TERMS AND CONDITIONS FOR OVERDRAFT COURTESY
An overdraft item fee of $38 is charged each time we cover an overdraft that results in a negative end-of-day available balance.
Overdrafts may be created by check, recurring payment, transfer, withdrawal, Debit or ATM Bankcard transaction, or other electronic means.
Once an overdraft has occurred, you must bring your account to a positive balance within thirty (30) days for a minimum of 24 hours.
Whether your overdraft will be paid is at Tompkins Trust Company’s discretion, and we reserve the right not to pay. For example, we typically do not pay overdrafts if:
You do not bring your account to a positive balance within every thirty (30) day period for a minimum of 24 hours
You are in default on any loan or other obligation to Tompkins Trust Company
You are subject to any legal or administrative order or levy
Your use of the Overdraft Courtesy has been excessive or abusive
What is the amount of Overdraft Courtesy on my account, if applicable?
The Courtesy for consumer checking accounts will generally be limited to a maximum $700 overdraft (negative) balance. This Courtesy for commercial accounts will generally be limited to a maximum $1,000 overdraft (negative) balance.
If I Opt-In to Overdraft Courtesy for everyday Debit Card and ATM transactions, will my transactions always be paid?
Payment of an overdraft is at our discretion, and the amount of Overdraft Courtesy we may extend is based on your account history. We reserve the right not to pay an overdraft; for example, if the account is not in good standing, if deposits are not being made regularly, or if there have been excessive overdrafts.
Is there a limit on the number of overdraft fees I may be charged in one day?
Yes, for consumer accounts there is a daily limit of 6 overdraft fees per day we can charge you for overdrawing your account. There is no daily limit for business accounts.
When do I need to repay an overdraft?
An overdraft should be repaid promptly, but you must bring your account to a positive balance within thirty (30) days for a minimum of 24 hours.
No, the regulation requires that an Opt-In be on file for each account.
Yes, any and all fees and charges, including without limitation the non-sufficient funds fees (as set forth in our fee schedules and deposit account agreement and disclosure), will be included as part of this maximum amount. It may be possible that your account will become overdrawn in excess of the Overdraft Courtesy amount as a result of the assessment of a fee.
What is an everyday debit card transaction?
It’s a one-time, non-recurring purchase. It is not a recurring payment that you’ve set up to charge automatically to your debit card, such as a monthly payment for a gym membership.
How does the bank’s check clearing policy impact overdraft fees?
Transactions may not be processed in the order in which they occurred, and the order in which transactions are received and processed may impact the total amount of fees incurred.
We have a joint account and we each have debit cards. Do we both need to Opt-In to Overdraft Courtesy for everyday Debit Card and ATM transactions?
No, either one of you can Opt-In to give authorization for the joint account and either of you can revoke the Opt-In for the account at a later time. We will use the most recent instructions on file.
Are there fees for Overdraft Courtesy?
There is no cost to keep Overdraft Courtesy in place on your account as a safety net. If you use the protection and we advance funds to cover your transaction, our standard overdraft item fee of $38 will be charged to your account.
What if I Opt-In to Overdraft Courtesy for everyday Debit Card and ATM transactions now and change my mind later?
You can always change your mind and revoke your Opt-In at any time at your branch, by calling 1-888-273-3210, or by visiting www.tompkinstrust.com/revoke or by printing and mailing the completed revocation form to:
PO Box 460
Ithaca, NY 14851
We offer two overdraft protection plan alternatives for checking accounts. The first is an Overdraft Protection Line of Credit – funds are transferred from your available credit line to prevent an overdraft in checking (requires credit approval). The second is Savings Overdraft Protection – funds are transferred from your linked savings account to prevent an overdraft in checking. Transfer fees apply for both services. Ask for details.
What wire transfer services does Tompkins Trust Company offer?
We offer incoming and outgoing Domestic and International wire transfer services for Tompkins Trust Company customers. We are SWIFT connected to make international wire transfers safe and easy.
What information will I need to provide to the sending bank to receive an International Wire Transfer to my account at Tompkins Trust Company?
The sending bank will need the following information;
Your Account Number
Tompkins Trust Company’s SWIFT: TMPKUS33 (for further credit to Tompkins Trust Company; ABA 021302648)
Who do I contact if I can’t find the answer to my question?
What information will I need to provide to Tompkins Trust Company to send a Domestic Wire Transfer to another bank?
You will need to provide the following;
Beneficiary Address (must include the city and state)
Beneficiary Account Number
Receiving Bank ABA Routing Number: (9 digits)
What information will I need to provide to the sending bank to receive a Domestic Wire Transfer to my account at Tompkins Trust Company?
You will need to provide the following to the sending bank;
Your Account Number
Tompkins Trust Company’s ABA Routing Number: 021302648
What is SWIFT?
SWIFT (Society for Worldwide Interbank Financial Telecommunication) is a member-owned cooperative through which the financial world conducts its business operations with speed, certainty and confidence. More than 8,300 banking organizations, securities institutions and corporate customers in more than 208 countries use SWIFT’s technologies to exchange millions of standardized financial messages – including international wire transfers.
What information do I need to provide to Tompkins Trust Company to send an International Wire Transfer to another bank?
You will need to provide the following;
Beneficiary Account Number
Receiving Bank SWIFT code (a combination of numbers and letters)