Online Banking FAQ

Q1.) How do I log in to Online Banking the first time?

A1.) For personal accounts, the first time you log in to Online Banking, here’s what you do:

1. Select Online Banking Login at the top of the website. 
2. Click Enroll Now - Personal.
3. Review and accept the Digital Banking Services Agreement.
4. Enter your enrollment information.
5. Create your User ID and password.
6. Complete the identity verification process as prompted.
7. You will be taken directly to your Online Banking account upon successful enrollment.

Q1.) What is Multifactor Authentication?

A1.) Multifactor Authentication (MFA) for Online Banking is a way to keep your information safer by providing additional security “checkpoints.”  Our MFA system meets federal recommendations for stronger authentication by requiring a Login ID, password, and one time registration of your computer.

Q2.) What will happen once MFA is activated?

A2.) You will be automatically prompted to register your computer the second time you log in to Online Banking. We will deliver your Secure Access Code for registration by telephone, text message, or in some cases, email. IMPORTANT NOTE: this Secure Access Code is for one-time use only, and is not a password. Your original password will remain unchanged.

Q3.) Can I sign in from different computers?

A3.)Yes, but you have to register each one. The registration process places a secure "cookie" on your device allowing that computer to be recognized for future Online Banking sessions. You will be prompted to register each device you use to access Online Banking (for example, a work computer and a home computer). You will also be prompted to register each browser you use to access Online Banking (for example, Internet Explorer and Mozilla Firefox, if used on the same computer).

Q4.) What is a cookie?

A4.) A secure cookie is a small text file that is placed on a computer to help identify the user. IMPORTANT NOTE: If you clear or delete your cookies, you will have to re-register the computer the next time you log in.

Q1.) I never received a secure access code text. Where did it go?

A1.) Check that we have your correct mobile or phone number. Remember, we can send a text to your mobile or call your phone number.  Problems with your mobile network coverage or signal could also stop or delay the message. You may alternatively select the option I can’t be reached at any of these numbers to answer identification questions or contact us at 305-293-6805.

Q2.) What if I forget my Online Banking login ID or password?

A2.) Don’t worry, it’s not hard to reset your password! Click "Forgot your password?" from the Online Banking Login menu.  You will be taken to a screen that will allow you to reset your password. You will need your User ID and email address. If you forgot your User ID, you can use your email address and Social Security number or Tax Identification Number. If you need additional help contact us at 305-293-6805.

Q3.) The information in my user profile is sensitive. Do I have to provide my phone number/email address/address?

A3.) Yes, you do. But you shouldn’t be concerned. This information is transmitted over an encrypted, secure connection, and it’s used only by Customer Service Representatives to contact you with information relating to your account. Items marked with an (*) asterisk are required.

Q4.) Can I reset my User ID or password Online?

A4.) Our customer support team is always ready to answer email questions at support@keysbank.com, our main number is 305-296-8535, and our toll-free number is 1-866-298-1858. You can also send a secure message through Online Banking.

Q5.) Who do I call if I need assistance?

A5.) Yes, you can. Here’s how it works: When you log on, go to Profile>Change User ID or Profile>Change Password. Security Preferences. Note: Business customers must contact the Bank to change their User ID.

Q6.) Why would I change my Password?

A6.) It’s a good idea to change all your passwords periodically, for security reasons. If you ever believe your Login ID and/or password have been compromised, change them immediately.

Q7.) I want to change my User ID to MJOHNSON, but it won't let me. Why?

A7. It looks like there’s already somebody in the system with that User ID. Yours has to be unique.

Q8.) I'm trying to change my password, but it keeps telling me I have entered an incorrect password. Why?

A8.) Passwords must be 8 to 32 characters long and must contain at least three of the following four items: a lowercase letter (a-z), an uppercase letter (A-Z), a digit (0-9), and a special character (~!@#$%^&*()[]{}<>_+-=/|\.,:;`'"?).

Q9.) Is my personal information secure?

A9.) Yes. Our top priority is ensuring that your information is completely safe online.  When you use the Online Banking Login menu from any page on our website, we use an encrypted transmission to send your Login ID and password to our secure banking address: https://keysbank.onlinebank.com. That exact address will appear in the URL line. If you see any other address line, do not proceed with the transaction. Please report this right away to support@keysbank.com or 305-293-6805. We will never ask you for personal information, such as account number, PIN, address, social security number, or password, in an email. Do not click on a link within an email if you suspect the message might not be legitimate. You should also never send personal or financial information in an email. Email is not a secure method of transmitting personal information. Please contact us by phone, in person, or through secure messaging if you need to communicate personal information. 

Users must have a valid email address and telephone number. The computer you use must meet the following minimum requirements:

• A personal computer or other device that is capable of accessing the Internet. Your access to this page verifies that your system/device meets these requirements.
• Latest version of your web browser that is capable of supporting encrypted communications., Javascript should be enabled on your browser. Your access to this page verifies that your browser and encryption software/device meets these requirements.
• You must have software which permits you to receive and access Portable Network Graphics or “PNG” files and Portable Document Format or “PDF” files, such as Adobe Acrobat Reader® version 8.0 and above (available for downloading at http://www.adobe.com/products/acrobat/readstep2.html).

Q1.) What is the difference between current and available balance?

A1.) Your available balance may take into consideration any transactions you’ve made today, while your current balance does not.

Q2.) What are "Pending Transactions"?

A2.) Pending Transactions displays account transactions that have not yet been posted to your account, such as outstanding Debit Card authorizations, ATM deposits that have not been verified, and deposits that have funds on hold. Clicking on a column header will sort the accounts according to that header. For example, clicking on account balance will sort in order of account balance from the lowest dollar amount to the highest.

Q3.) Can I nickname the accounts on this page?

A3.) From the Account Summary tab >click on the name of the account that you want to change. The Account Details tab will open on the right side of the page.  Under Account Nickname > click Change. Use this option to change the nickname of the selected account. A nickname is a customized or abbreviated name that you choose to make it easier for you to remember the account and its purpose. For example, you could designate one Savings account as "Vacation Fund" and another as "College Fund", or you could designate one account as "Primary Checking" and another as "Special Checking"

Q4.) How do I add an account that is missing from my Account Overview?

A4.) You can send us secure message to let us know call us a 305-296-8535. To send a secure message go to Profiles > Messages > Compose New and send a message including the account number.  

Q5.) How do I change the way my accounts are displayed.

A5.) Clicking on a column header will sort the accounts according to that header. For example, clicking on account balance will sort in order of account balance from the lowest dollar amount to the highest.

Q1.) How do I know how much history is available for an account?

A1.) Online Banking can display to up to 12 months of checking and savings history and 3 years of Loan history by changing the default 60 Days to Other and entering the date range. Note that the maximum transactions displayed is 20 pages. For older account history, please contact Customer Service at 305-296-8535.  

Q2.) How much history displays by default for an account? Can I search for specific transactions?

A2.) Account History options are All, 30 Days, 60 Days, 90 Days, 120 Days,1 Year and Other. By default, your history displays the last 60 days. Selecting All will display a maximum of 20 pages of results.  If you need to search beyond that, choose Other and enter a date range up to 12 months for checking and saving accounts and 3 years for loan accounts. Use More Search Options to search by Transaction type or other filters.

Q3.) My (Quicken) Web Connect Express connection stopped working, what do I do?

A3.) We apologize for the inconvenience.  Since we’ve upgraded our online banking platform to a different vendor, you’ll have to recreate the connection.  Backup your data, disconnect and reconnect to “First State Bank.”  Detailed instructions are posted in the FAQ section of keysbank.com and also available upon request or you can consult the help section of your software.

https://www.keysbank.com/quicken-windows-web-connect

https://www.keysbank.com/quickbooks-windows-web-connect

https://www.keysbank.com/quicken-windows-express-web-connect

Q4.) When I export my history, why doesn't the data display on the screen?

A4.) We’ve programmed it this way on purpose so we can minimize download time. You can choose to open or save it to view. (Displaying data during an export really does take a lot of unnecessary time.)

Q5.) How do I view checks?

Q5.) In Account Summary, simply click on the image next to the transaction and the check image will display in a new window. From here you can print the image or close to return back to your account history.

Q6.) When I click the "Print" button, the printed report cuts off some information. How can I print in entirety?

A6.) Many browsers try to shrink the size of the text to fit the screen. Try using Print Preview instead so you can change the scaling. Alternatively, you can download your transactions to a spreadsheet.

Q1.) How do I see the details of my account?

A1.) When you first into online banking, the landing page with a summary of your accounts that are enrolled in online banking will appear  Click on the Account Nickname of the account you wish to view more details. 

The Account Details will list Pending Transactions and Account History. It is a record of pending transactions and processed and cleared transactions against your account from all sources (like ATM or Debit/Credit card transactions and Bill Pay transactions), not just online banking .

The Account History module will allow you to search for transactions from any account using various criteria, including date range, transaction type, description, check number, and amount range. The search results display at the bottom of the Account History module. The search results can be downloaded as a .CSV file by selecting the Spreadsheet link at the top of the search results.

A2.) How do I see my check images?

Q2.) You can view check images by clicking the check icon in the description for a checking transaction. The Check Image Viewer displays.

Q3.) How do I initiate a transaction inquiry?

A3.) You can initiate a transaction inquiry by clicking the envelope icon next to a search result item.  Enter any additional detail in the Message field. You can select the Send notification on receiving a response to this message check box to receive a message when a response to your inquiry is posted. The Bank will receive these inquiries in our secure messages queue.

Q1.) When are future dated transfers  processed and effective?

A1).  Transfers between First State Bank accounts are immediate unless a different option is selected. If you create a future-dated transfer, the transfer will be processed  on the effective transfer date.

Q2.) When are External transfers processed and effective?

A2).  Transfers to Accounts outside First State Bank made before 4:00 pm will be processed on the same day. If you create a future-dated transfer, the transfer will be processed on the effective transfer date.

Q3.) Can I make my loan payment by initiating a transfer?

A3.) Yes, you can. There is an easy Pay Now link next to your loan account that will take you directly to the transfer page. Otherwise, go to Transfers>Manager Transfers  and pick the account you want to use to make the payment. Then choose the loan account that you want your payment to be credited towards, the payment option and Scheduling Option. You can select from Immediate, One-Time or Recurring.

Q4.) I keyed in a transfer a week ago, and it never hit my account. What happened?

A4.) You can review your transfer activities in the Transfers >Transfer Activity  menu. Here you can review items pending approval, scheduled transfers and your Transfer history. In Transfer History, you can view the status of the item.

Q5.) I made a transfer by mistake. Can I cancel it?

A5.) Internal funds transfers are processed immediately unless they were scheduled for a future date or are recurring. Go to Transfers>Transfers Activity and look under Scheduled Transfers  to see  whether you have the option to delete (Trash Icon) or edit (Pencil Icon) the transfer If you do not see that option, you will need to contact Customer Service at 305-296-8535 for assistance.

Q1.) Can I modify a recurring transaction?

A1.) Yes, you can edit a scheduled Transfer in either Transfers>Manage Transfers>Scheduled Transfers or Transfers>Transfer Activities>Scheduled Transfers menu. Recurring transfers will be listed under Scheduled Transfers. Use the magnifier icon to view more details, the pencil icon to edit and the trash icon to delete. 

Q2.) I set up a recurring transfer to go on the 30th of the month. The 30th was on a Saturday. Why didn’t the transfer go through until Monday?

A2.) Whenever you schedule a transfer for a non-business day, our system moves the date to the next business day. That way, you’re not charged earlier than you had expected, risking a potential overdraft or failed transfer.

Q3.) Can I cancel only one instance of a recurring transfer?

A3.) You cannot delete an instance of a recurring transfer You can modify the frequency date, edit the amount, or delete the transfer and all subsequent recurrences.   Funds transfers are processed immediately unless they were scheduled for a future date or are recurring. Go to Transfers>Transfers Activity and look under Scheduled Transfers  to see  whether you have the option to delete (Trash Icon) or edit (Pencil Icon) the transfer. If you do not see that option, you will need to contact Customer Service at 305-296-8535 for assistance.

Q1.) Why doesn't my E-Statement display?

A1.) You may not have downloaded the latest version of Adobe Reader. Get it here: www.adobe.com.

Q2.) Why is my E-Statement so small? I can barely read it.

A2.) You can use the zoom feature in the Adobe tool bar to make the image bigger. If you still have difficulty reading it, use the Adobe tool bar to save a copy and open it separately in its own window.

Q1.) How do I know if I have a message in my mailbox?

A1.) To make it easier to alert you when you have received a new online message, a quick view a message envelope icon is located on the top right menu.  This icon will be noted with the number of unread messages in mailbox. If there are no numbers noted, you do not have any unread messages. To see older messages, send a message or manage your messages, go to Profiles > Messages.

Q2.) Can I see the messages I have sent?

A2.) Yes. Messages that you have sent and receive will display in the Message menu. Profiles > Messages

Q3.) How long are messages kept in my mailbox?

A3.). Messages are automatically saved until deleted.

Q4.) Are messages safe?

A4.) Yes. We send these messages over a secure, encrypted connection – they do not travel over the Internet like email. Only you and select First State Bank staff can read them.

Q5.) I have a lot of messages showing.  Can they be organized.

A5.)  Clicking on a column header will sort messages according to that header. For example, clicking on Created will sort in order of message create date.

Q1.) Is my Change of Address request immediate?

A1.) Yes. Change of address for physical address changes are immediate.  If you wish to submit a request to add or modify an alternate mailing address, please access the request form under Profile > Secure Forms >Mailing/Alternate Address.   It may take 24‐48 hours to make these changes.

Q2.) Will this affect the delivery of my statement and other mail?

A2.) Yes, once we process your request, we’ll update your account profile, statement, and other mail and correspondence.

Q3.) I submitted a change of address a month ago. Why am I still getting statements at my old address?

A3.)  The Address Change menu option is for updating your physical address. If you have an alternate mailing address,  you will need to contact customer service at 305-296-8535 to change.

Q1.) What is a Stop Payment?

A1.) A Stop Payment request is an order by the writer of a check that the payment should not be honored. The check writer may make this request because a merchant has not provided services, or because there is potential fraud-related activity on the account. Please see our schedule of fees for the current Stop Payment fee.

Q2.) Does a Stop Payment request guarantee that the payment will be stopped?

A2.) No, an online request to stop payment on a check does not guarantee that the check will be stopped, because the item may have already been processed and posted to your account. (Typically, the faster you make the request after writing the check, the better chance you have of stopping the payment.)

Q1.) When are alerts delivered?

A1.) After a transaction has been processed, you’ll receive a secure message and/or email, text, or phone alert. You can select a specific time each day to receive your daily balance Quick Alert.

Q2.) Do I get alerts in real-time?

A2.) Debit Card Alerts are real-time alerts for PIN and signature transactions performed with your debit card and provide the opportunity to manage, track and report specific types of transactions and quickly detect unauthorized activity.  Other alerts are triggered at processing time each day and other alerts can be set up for a specific time of day.

Q3.) What if I don't receive an email alert?

A3.) Check your Junk or Spam email folder first. If your alert is delivered as junk mail, configure your junk or spam mail settings to allow email from our email address.  If you did not find it, please log in to your Online Banking account. Go to Profile > Alerts > Quick Alerts/Activity for a list of email alerts sent. If there is not an alert in your online secure mailbox, it was not sent. Confirm that the alert is enabled Profile > Alerts > Manage Alerts and Recipients. If you still believe you did not receive an alert, please contact us at 305-296-8535

NOTE: Email and text, alerts are a convenience and you should not use them to manage critical account details or appointments. Receipt of each Alert may be delayed, or prevented by factor(s) affecting your Internet service provider, and such other relevant entities. We neither guarantee the delivery nor the accuracy of the contents of any Alert.  

Q4.) I created a debit card alert and now I want to modify it.  

A4.) There are several alert options for debit card management, however, existing debit card alerts must be deleted before any changes are made. Debit card alerts are created Debit Cards > Set Alerts > Card Alert.  If you not see your debit card in the drop down menu, this means that you may already have an alert subscription for that card, and this will need to be deleted before any changes are made. Go to  Profile > Alerts > Quick Alerts/Activity. Under the section Quick Alerts, you will see a list of your Quick Alerts and a pencil or trash icon next to each alert. Delete the current debit card alert by clicking on the trash icon. Now you can go back to Debit Cards > Set Alerts > Card Alert  and you will be able to set up a new alerts.

Q5.) Why do I see my child’s or my spouse's debit card?

A5). Debit Cards on related accounts (Primary and Secondary relationships) will be available for enrollment in debit card management.