FAQs

A. Please click here for instructions on logging in for the first time.

A. The apps are available at Bank.

A. Yes, your sub-user permissions will carry over.

A. Primary users will need to re-acknowledge the Terms & Conditions for both Digital Banking and Bill Pay services. If you have sub-users that you have provided Bill Pay permissions to, they cannot access Pay Bills until the primary user accepts the disclosure and accesses Pay Bills for the first time. 

Yes.

A. On Desktop, within the Business Tools menu, you will have the options to add or edit your sub-users and their roles.

A. Yes. If you have Face ID/Fingerprint enabled on your mobile device, you’ll be prompted with setup instructions upon your first login.

A. If your device is not set up for Face ID/Fingerprint, you will not see an option to set this up within your mobile app. Set up your Face ID/Fingerprint on the device and you’ll be prompted with setup instructions upon your first login.

A. All of your account balances and account history will transfer over securely. Once you log in, you’ll immediately notice an enhanced and streamlined look to your account listing, which gives you a convenient snapshot view of your accounts. Click on your account to view your transaction history.

A. Yes, you will be automatically prompted to change your password upon your first login, and to make things easier for you, you can re-enter the same password you have been using, as long as it meets our password requirements. Going forward, you can update your username and password by navigating to the Security Settings screen.

A. If you’ve forgotten your username or password, click the “Forgot Username? Or Forgot Password?” link on the -bank.com homepage. 

A. Yes! You can enroll in two-factor authentication via your favorite authentication apps, including Google Authenticator, Authy, and Duo. To enroll, ensure your authentication app is downloaded on your mobile device and complete the following steps:

1. Log in to your account via the full desktop site.

2. Hover over Settings at the top of the screen, then click Security Settings.

3. In the Two-Factor Authentication section click the pencil icon and then then Enroll.

4. Scan the QR code using your preferred authentication app or manually enter the code into your app.

5. Once Bank has been added to your authentication app, enter the 6-digit code displaying in the app into the box displaying under the QR code in online banking and click Next.

6. The Toggle will change to On and you can click Done to complete the process.

A. Yes. Within the Settings menu, go to Security Settings and turn on two-factor authentication which will require you to enter a passcode each time you log in. 

A. Yes. When logging in, you will have the option to check “Remember Me” which will remember the device you are logging in from and you will not be prompted for a one-time passcode for future logins.

A. Yes, you have the ability to change some options for your Home screen such as changing the amount of the “Last x Days” and “Next x Days” activity that is displayed using the gear icon . 
You can also hide and unhide your accounts, change the order, color coding as well as nickname your accounts from within the Settings menu > Account Settings.

A. Up to 18 months of transactions and check images will be available.

A. Yes, from the Account Activity screen, click the Export icon and select the BAI2 (Bank Admin Institute) download format.

A. On Desktop, you can edit a transaction category within the Account Activity screen. Click on the current category, within a specific transaction and select a new category. On Mobile, access the Financial Planning menu and Spending to view your transactions month by month and edit your transaction categories. See the steps in our demos here.

A. Yes, you will need to go to Business Tools > Business Reports and you will have the option of creating custom reports.

A. Yes, you will need to go to Business Tools > Business Reports and you will have the option of creating a daily reconciliation report. You will still have access to 18 months of daily activity reports.

A. Yes, In order for sub-users to view any reports that have been created, they must have been given permission to view Account Reports.

A. To place a check order, go to Account Services> Reorder Checks.

A. To place a stop payment on a check, go to Account Services>Stop Payment.

To place a stop payment on an electronic debit, please send a secure message through online banking, contact the Customer Service Center or visit your local branch.

A. Yes. Your current Biller, payment history, scheduled and recurring payments will carry over.

However, any automatic eBill payments will not continue to be paid until you re-enroll in eBills using your Biller’s User ID and Password. 

A. Updated information is needed for your Biller in order to continue processing any payments. Please verify and update the account number and/or the Biller address to ensure proper delivery.

A. No. eBill statements will not carry over and you will need to re-enroll each available Biller. Once you re-enroll, 3 months of eBill statement history will be available. 

A. An eBill (electronic bill) is an instruction for your provider (ex: mobile, utility, credit card) to either send Bank your monthly bill or automatically pay that bill once it’s delivered to each period.  eBills require you to give Bank your login credentials (ID and password) for each provider’s website in order for them to know you have given permission for the bank to collect and/or pay these bills on your behalf.  It’s a great way to centralize storage and payment of important bills. 

A. In order to add an eBill for a Biller, you need to already have an online profile with the Biller you want to add an eBill. Typically, this is a username and password as well as one type of MFA (multi-factor authentication). 

A. The most common error is “Invalid Login Credentials” – this means that the username and/or password you are entering for that Biller is not correct. To resolve this, go to your Biller’s website to obtain/update your username and/or password and then return to Bill Pay to enroll into eBills for that Biller. For any other errors, please contact our Customer Service Center for assistance +1 (805) 285-3966.

A. Payments sent electronically will be delivered to your Biller the next business day.

Payments sent via check will be delivered to your Biller in 5-7 business days.

A. No. You are not able to edit Biller names. You’ll need to delete and re-add the Biller with the new name. Your payment history will be retained.

A. Our Bill Pay services have also enhanced and as a result, some payment dates may change by 1-2 days. Please review your scheduled payment dates and make any changes as necessary.

A. Yes, you can still pay Invoices through Pay Bills. Once you have setup a biller, you will see the option to pay an Invoice.

A. We were unable to carry over this information. If you need any Invoice details, please contact our Customer Service Center for assistance +1 (805) 285-3966 or send us a secure message.

A. No. Person to Person transfers are not an available feature for business accounts. Please contact us for similar solutions designed specifically for businesses.

A. Yes.

A. The same as you have available today. You will build a repository of up to 7 years of statements.

A. Yes. Both options will still be available. From the Account Activity screen click the Export icon to download your transactions. You will need to reconnect your Quicken/QuickBooks services in the new system. Quicken Direct Connect will no longer be supported.