Online & Mobile Banking FAQs
How does your online banking account work, anyway? It’s not that hard, we promise. We’ve put together a list of handy FAQs and facts to help you navigate your account. And don’t forget, if you’re still having trouble, you can always call 305-293-6805, or email us with any questions.
FIRST TIME USER LOGIN
Q1.) How do I log in to Online Banking the first time?
A1.) The first time you log in to Online Banking, here’s what you do:
- Click "I am a new user." from the Online Banking Login menu
- Enter your Login ID (sent via e-mail) and click "Submit" button
- Select a target to receive a temporary secure access code
- Enter the code that you receive and click "Submit" button
- Create and confirm a password and click "Submit" button
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.
SECURE CODES, LOGIN ID, PASSWORD, & SECURITY
Q1.) I never received a secure access code in my email. Where did it go?
A1.) Secure access code emails sometimes get sent to your junk or spam email folder. If you still can't find it, email us or call 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. If you forgot your login ID, you know the drill: email us or call 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.) Who do I call if I need assistance?
A4.) Our customer support team is always ready to answer email questions at email@example.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.) Can I reset my Login ID or password online?
A5.) Yes, you can. Here’s how it works: When you log on, go to Security>Security Preferences. You will have options to change your Login ID and password.
Q6.) Why would I change my Login ID and 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.) Why does my contact information appear partially blocked?
A7.) We want to make sure nobody can look over your shoulder and steal your information. That’s why we mask, or partially block, the listing of your secure delivery contacts when you’re viewing them online.
Q8.) I want to change my Login ID to MJOHNSON, but it won't let me. Why?
A8.) It looks like there’s already somebody in the system with that login ID. Yours has to be unique.
Q9.) I'm trying to change my password, but it keeps telling me I have entered an incorrect password. Why?
A9.) Old Password really means your current password (it will be "old" once you change it). If your browser is saving your password, you may be remembering an older password. Enter your current password in the Old Password field.
Q10.) Is my personal information secure?
A10.) 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://online.keysbank.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 firstname.lastname@example.org 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:
- Standard PC or Macintosh® with at least 1 GHz processor and 1 GB of RAM
- Available browser updates applied for improved security and greater anti-virus and spyware protection
- Microsoft®, Windows®, 7/8/Vista SP2, or Mac OS X
- Cable, DSL, or ISDN Internet connection (Dial-up connections are not supported.)
Desktop Monitor Requirements:
Desktop monitors can be any height but must have a width of 1300 pixels.
Browser support is subject to change with little to no notice and we encourage you to configure your browser for automatic browser updates. Use the most recent browsers available for the most secure experience. If you try to log on without the recommended browser, you will be redirected to the browser website to download a new version of the browser.
|Browser||Windows XP||Vista Service Pack 2+||Windows 7||Windows 8|
|Google Chrome™ 27- current version||✓||✓||✓|
|Microsoft Internet Explorer 10.X||✓||✓|
|Microsoft Internet Explorer 11.X||✓||✓|
|Mozilla Firefox® 24- current version||✓||✓||✓|
|Browser||Mac OS X 10.6-10.9|
|Mozilla Firefox® 24-27||✓|
|Google Chrome™ 30- current version||✓|
Links for browsers:
- Microsoft http://www.microsoft.com/downloads/Search.aspx?displaylang=en.
- Apple http://www.apple.com/downloads/
- Mozilla http://www.mozilla.org/products/firefox/
- Google http://www.google.com/chrome/
|Operating System Version|
|4.0- current version|
|Operating System Version|
|iOS 7 & 8|
Rear-facing, auto focus camera (for mobile remote device capture)
|5 or higher|
Incompatible mobile features
|Operating System||iOS(versions earlier than 6.0) or Android(versions older than 2.3), Windows® Phone, Blackberry®, Kindle Fire™|
|Camera(megapixels)||Less than 1.9 megapixels|
Now that you’ve set up your online banking account, what’s next? The list below gives you a comprehensive overview of account management, activity, online statements, alerts and more. Don’t panic – it’s a lot simpler than you might think.
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.) Why are some of my account numbers marked "Transactions Pending"?
A2.) This means that there are pending transactions for the account. Maybe you’re waiting for a check to post, or for a withdrawal to be made after a purchase. You can review these pending transactions by clicking anywhere on the account bar.
Q3.) Can I nickname the accounts on this page?
A3.) Yes, just go to the Settings>Display Preferences menu and enter your preferred nickname for some or all of your accounts. Then scroll down to submit your changes. Now, we’ll use your chosen display name instead of the default name or account number throughout the online banking system.
Q4.) Can I change the display order for my accounts?
A4.) Yes, you can. Navigate to the Settings>Display Preferences menu and enter your preferred account display order.
Q5.) How do I add an account that is missing from my Account Overview?
A5.) You’ll need to send us a message to let us know. Go to Messages and send the full account number to Online Banking Assistance. We’ll process your request in 1-2 business days.
Q6.) I had all my accounts properly ordered and named. Why is the new account I opened the other day now at the top of the list?
A6.) We always add new accounts with an order value of zero, placing them at the top of the list. You can re-adjust this order using the Settings>Display Preferences menu tab.
Q1.) How do I know how much history is available for an account?
A1.) At the top of the Account Details page, you’ll see the oldest history data you may view. Example: There have been 1094 transactions on this account since 7/1/2013.
Q2.) How much history displays by default for an account? Can I search for specific transactions?
A2.) By default, your history displays the last 100 transactions. To search for a specific date range, click "Show Filters" and apply whatever filters you prefer.
Q3.) When I download my history to Quicken or QuickBooks, it doesn't launch the application automatically. Why?
A3.) There is no association for the file type to the application. Here’s how to create the association: Save the download file to your desktop the first time, then right‐click on the file and select the “Open with” option. This will allow you to choose Quicken® or QuickBooks® from a list, depending on the download file type. The next time you download your history, the program should launch automatically.
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. (Displaying data during an export really does take a lot of unnecessary time.)
Q5.) How do I view checks and deposit slips?
A5.) Just click on the arrow next to the transaction and the image will display. To view the back of the check or deposit slip, click Next.
Q6.) Why doesn't my running balance equal the running balance on my printed statement?
A6.) The running balance should match your statement balance but there are rare moments where it won't (reasons may vary). Your current and available balances are pulled in real time and are correct.
Q7.) When I click the "Print" button, the printed report cuts off the balance column. How can I print the entire list?
A7.) The printing function resizes the columns, giving preference to columns going from left to right. If you have a transaction with a large description, this column will be larger, and the Debit, Credit and Balance columns may be cut off. If you want to see all of your data, try exporting it to Excel or CSV.
Q8.) Why, when I click "Print" from my browser menu, is the printout text so small I can't read it?
A8.) 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.
Q9.) Why when I export my data to Quicken, is the spreadsheet blank? Quicken or QuickBooks will not accept the export file.
A9.) The Quicken export option only works with the most recent versions of Quicken, and it only supports the newer QFX and QBO formats. If you are using an older version of Excel, choose Spreadsheet (csv) not Spreadsheet (xls/xlsx)
Q1.) How is the Activity Center page different from my Account Details?
A1.) Your Activity Center page only shows transactions that you’ve initiated via online banking. It does NOT include transactions you’ve made offline (like ATM or Debit/Credit card transactions and Bill Pay transactions). This page also shows the status of each online transaction as it moves from a drafted status to approved, then processed.
In contrast, your Account Details page is a record of processed and cleared transactions against your account from all sources, not just online banking. Additionally, account history does not include transactions that have been drafted/approved/cancelled via online banking, but only those that have already cleared or will clear your account the current processing day.
Q2.) What is a drafted transaction?
A2.) A drafted transaction is one that you have created and our system has saved for later approval. Some online activities automatically go into drafted state and must be approved. A drafted transaction HAS NOT been transmitted to us for processing, just as a drafted email has not been sent to the intended recipient. This allows you to schedule and draft transactions that you, or someone in your household or company, can later approve.
Q3.) Can I see transactions from other users in my household or company?
A3.) Yes, if you have been entitled to see other users’ online activity instead of just your own.
Q4.) What is a Tracking ID?
A4.) The Tracking ID identifies each transaction on our system, and gives you a way to easily reference a transaction and communicate with our support staff. Please use tracking IDs any time you are talking with us about a transaction. To find a tracking ID, go to Transactions>Activity Center, find the transaction, and expand the transaction to see "Tracking ID".
Q1.) If I make a future dated transfer, when will the transfer be processed and effective?
A1.) If you create a future-dated transfer, the transfer will be processed the morning of the effective transfer date.
Q2.) Where can I see my Funds Transfer activity?
A2.) Go to your Transactions>Activity Center menu, and you’ll find any drafted, approved, cancelled, processed, or failed funds transfers. Each transaction has a unique Tracking ID for easy identification.
Q3.) Can I make my loan payment by initiating a transfer?
A3.) Yes, you can. Go to Transactions>Funds Transfer 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.
Q4.) I keyed in a transfer a week ago, and it never hit my account. What happened?
A4.) Check your Transactions>Activity Center menu. If the item's status is Drafted, it was not processed. (Remember, it’s just like a drafted email – it doesn’t send.)
Q5.) I made a transfer by mistake. Can I cancel it?
A5.) Funds transfers are processed immediately unless they were scheduled for a future date or are recurring. Go to Transactions>Activity Center to see the status of whether you have the option to Cancel the transfer. If you do not see that option, you will need to contact Customer Service at 305-296-8535 or 1-866-298-1858 for assistance.
RECURRING FUNDS TRANSFER
Q1.) Can I modify a recurring transaction?
A1.) No, you may only create, copy, or cancel a recurring transaction.
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.) I canceled a recurring funds transfer on the Activity Center screen last week. Why did the transfer go through again this week?
A4.) You can only cancel one instance of a recurring transfer on the Activity Center>Single Transaction screen – you can’t use that screen to turn off subsequent transfers. To cancel all future recurring transfers, you need to go to the Activity Center>Recurring Transactions menu and cancel the transfer there. This will cancel all pending and future transactions.
Q1.) Why doesn't my statement display?
A1.) You may not have downloaded the latest version of Adobe Reader. Get it here: www.adobe.com.
Q2.) Why is my 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.) Log on and navigate Messages. You will always see the number of messages in red.
Q2.) Can I see the messages I have sent?
A2.) No. To simplify your mailbox we only show the messages you have received.
Q3.) How long are messages kept in my mailbox?
A3.) You can set a selected message to remain in your mailbox forever, but otherwise messages will expire after a specified number of days. Messages are automatically saved until the date displayed in the “Expires on” column in the mailbox. You may also delete a message or Select All to delete all messages.
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 I create a folder to save them?
A5.) No. Messages are meant as a basic communication tool and not a fully featured email program.
Q1.) Is my Change of Address request immediate?
A1.) When you submit the request, we receive it immediately. However, depending on the number and type of accounts, it may take 24‐48 hours to make the 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 for some of my accounts?
A3.) Please make sure you hit “Select All” if you want to include all your accounts in your change of address. If you only wanted to include some of the accounts, make sure you’ve individually selected each one.
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 phone or text alerts from the bank.
Q2.) Do I get alerts in real-time?
A2.) Some alerts, such as those for transactions performed through online banking, are generated immediately while other alerts, such as those for history transactions posted to your account, are triggered at processing time each day. For example, if an alert value is triggered during the day on Monday, the alert is generated during our processing cycle Monday night. A secure message or e-mail will be sent immediately after processing, while a phone notification will be sent at the time you selected on Tuesday.
Q3.) What is the difference between a phone notification and an email notification?
A3.) An e-mail notification is delivered over public e-mail, so we don’t put in any actual detail on the alert. We just tell you that you have an alert. On the other hand, a phone notification will provide more alert detail, and may also allow you to enter your voice banking credentials to access your account information on the same call.
Q4.) What if I don't receive a phone alert?
A4.) If you miss the alert call, our alert system will not leave a detailed message on voicemail. If you believe you did not receive a phone call, please log in to your Online Banking account and check your message mailbox under Messages. If there is not an alert in the secure mailbox, confirm that you have alerts enabled. If you still believe that you missed an alert, please contact us at 305-296-8535 or 1-866-298-1858.
Q5.) What if I don't receive an email alert?
A5.) If you believe you did not receive an alert e-mail, please log in to your Online Banking account and check Messages. If you received your secure message, but not your email, 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 there is not an alert in your online secure mailbox, it was not sent. Confirm that the alert is enabled. If you still believe you did not receive an alert, please contact us at 305-296-8535 or 1-866-298-1858.
NOTE: Email, text, and phone alerts are a convenience and you should not use them to manage critical account details or appointments, since phone and email are not 100% reliable delivery channels. Secure messages within the online banking system are very reliable, since they are sent only within the online banking system.
Q6.) Can I disable an alert without deleting it?
A6.) Yes, you can change Enabled to On/Off depending on your preferences.
Q7.) I set up an alert on my account to notify me when my account fell below a certain balance. It fell below that balance at 11:00 this morning, but I was not alerted. Why?
A7.) Our system does not continuously monitor your accounts for alerts. Alerts are checked once a day at 5:00 AM. At that time your account was above that balance.