Online Banking FAQs
Q: What is Online Banking?
A: Online Banking allows our customers secure and convenient access to their accounts using the internet anytime of day, any day of the year. Some of the functions available with Online Banking include:
- Access and print information on all accounts including loans. Review and print transactions and history.
- Confirm deposits, withdrawals and cleared checks.
- Transfer funds between accounts and make loan payments.
- Pay bills automatically
Q: How can I get Online Banking?
Q: How do I use Online Banking?
A: After you enter your User ID and password, you will be shown a list of your accounts and the balance in each. If you want more detail, or want to carry out a transaction, just select the function from the pull down menu for the account you are interested in. Any additional pages will have drop down menus on them that lead you through your transaction.
Q: What happens if I don't log off of the system?
A: Online Banking has a 10 minute time-out feature. If you are logged in for 10 consecutive minutes without using Online Banking, you will have to log in again to resume banking.
Q: What happens if I forget my Online Banking password?
A: You are allowed three attempts to enter your password. On the third attempt, if invalid, you will be locked out of online banking. You may use the reset password link located to the right of the password box IF you have established a password self reset question in advance through the ‘Options Tab’ in online banking. Access may also be regained by contacting your local branch or calling an Online Banking Specialist to assist you at either 810.679.2500 or 800.397.2504 during regular business hours, Monday through Friday 8:30 am - 5:00 pm EST.
Q: What should I do if I think someone has my access codes?
A: Contact the bank at either 810.679.2504 or 800.397.2504 during regular business hours, Monday through Friday 8:30 am - 5:00 pm EST. Ask for an online banking specialist.
Q: When will transfers show in my account?
A: The transfer cut-off time for current day's business is 6:00 p.m. EST. Any transfers made after this time will not be transacted until the next business day.
Q: How do I add or delete accounts to my existing Online Banking relationship?
A: You can add or delete accounts from your existing Online Banking by either 1) Using the secure 'Contact' feature in online banking to contact an Online Banking Specialist; 2) Calling the bank and asking for an Online Banking Specialist at 810.679.2500 or 800.397.2504, or; 3) Visiting one of our branch locations. You must be an authorized signer on the account to make any changes.
Q: How much does Online Banking cost?
A: Online Banking service is FREE for Eastern Michigan Bank customers.
Q: How do I add the optional Bill Payment service if I did not select it when I applied for
A: You can apply for Bill Payment service through online banking. Once logged in, click on the Contact Us link at the top and send us a message requesting that Bill Payment be added to your online banking account. You must be an authorized signer on the account you wish to pay from.
Q: How much history can I see Online?
A: You will be able to access up to 30 days transactions as well as having access to 3 months previous statements. The statement history file will begin to build from the date that you sign up for Online Banking.
Q: What if I get an error message?
A: If you get an error message please make a note of the message, the error number and the time. Then simply contact the bank through the contact us email or call and ask for an Online Banking Specialist to assist you at either 810.679.2500 or 800.397.2504. We will make every effort to resolve your issue as soon as possible.
Bill Pay FAQs
Q: When and how are bill payments processed?
A: Requests for payments to third parties through Bill Pay made before 1:00 p.m. (EST) on a business day are processed that day. Bill Pay requests after 1:00 p.m. on a business day, or on a non-business day, will be processed the next business day. Recurring payments set up by you through Bill Pay, that fall on a non-business day will be processed the following business day. Remember that payments are processed (sent) on the date you specify, however we cannot guarantee when your payee will receive your payment or credit your account. Typically, electronic payments are received in 2 to 4 business days and check (paper) payments mailed thru the U.S. Postal Service are typically received in 4 to 5 business days, so plan accordingly. You should also allow additional time for the first payment you send to a payee through Bill Pay to allow the payee to adjust to the new form of payment. You understand and agree that we are not responsible for the timely delivery of postal mail or the improper transmission or handling of payments by a third party such as the failure of the Bill Pay payee to properly post a payment to your account. To cancel a bill payment that you have scheduled through Bill Pay, you must cancel the payment online before 1:00 p.m. on the date that the payment is scheduled to be processed.
Q: How do I know if a payee is electronic or check?
A: When you are setting up a new payee you must enter the payee name (don't enter the state). This will automatically search to see if the payee accepts electronic payments, if not it will automatically produce a check.
Q: Who can I pay with Bill Payment?
A: You can pay anyone in the United States, from your next-door neighbor, to the utility company, to a child in college across the country. The only restriction is that you cannot pay any government agencies.
Q: How late in the day can I enter, edit, or delete a payment?
A: You may add payments up to 1:00 pm on the day the payment is to be sent. You may edit or delete a recurring payment until 2:00 am on the day the payment is to be sent.
Q: How far in advance can I schedule payments?
A: You may schedule payments up to 90 days in advance of the first due date.
Q: Can I stop a payment?
A: Yes, you may place a stop payment on any check that you have issued that has not been paid. There is a fee for this service. To place a stop payment on a check, please determine if the check has been paid by using the View a range of transactions screen. If the check does not show as being paid, go to the enter stop payment screen and enter the information requested. Note: The Enter Stop Payment option on the VIEW ACCOUNTS screen of Online Banking is for both hand-written checks and bill payments made Online by check. Stop payments may NOT be issued for an electronic payment. The stop payment confirmation needs to be printed, signed and returned to the bank within 14 days.
Q: On the Bill Payment History page, what does the 'Status' field indicate?
A: PENDING: The payment has been processed, but not yet sent.
PROCESSED: The payment has been processed and sent.
HOLD: The payment has a research request on it. This usually means the payment is incomplete, but can be processed when the issue is resolved.
Q: Can I edit payee addresses?
A: No. You will have to set them up as a new payee with the correct address and delete the old payee record.
Q: Can I have multiple payments to the same payee on the same day?
A: You can make multiple payments to the same payee as long as the payment amounts are different. For your protection, the system will not pay duplicate items on the same day.
Q: Confirmation Numbers - Are These Important?
A: Yes. A Confirmation number will be assigned to each Electronic Bill Payment at the time you submit your request. The same confirmation number is also used each time you instruct us to amend or delete a previously scheduled Electronic Bill Payment. You may record these confirmation numbers for future reference if you wish. For your convenience, Electronic Bill Payment Confirmation Numbers for scheduled payments are found in the menu option for "View Payment Schedule" so you are not required to write them down. They will help us resolve any questions and expedite any request you may have about your Electronic Bill Payment transactions.
Q: Who do I contact if I have a question or problem with bill payment?
A: If you are experiencing any difficulty with the bill payment functions, you may use the secure email through contact us orcontact the bank and ask for an Online Banking Specialist to assist you at 810-679-2500 during their regular business hours, Monday through Friday 8:30 am - 5:00 pm EST.
Q: Who do I contact if I have a question or problem with Online Banking?
A: If you are having any problems with Online Banking or notice a discrepancy in your account, you may use the Contact Us function to send a message to our Online Banking Specialist. The specialist will contact you as soon as possible. If you would rather talk to an Online Banking Specialist right away, contact the bank at either 810.679.2500 or 800.397.2504 during regular business hours, Monday through Friday 8:30 a.m - 5:00 p.m. EST.
Q: How do I know if my browser utilizes 128-bit encryption?
A: You will need to check your security preferences within your browser software. Each browser is different. Click "Check your browser's security" to determine what browser and version you're using. From this you will learn what your browser's encryption strength is and what upgrade is recommended.