FREQUENTLY ASKED QUESTIONS

If you are unsure of your password, you can reset it. Just enter your username and, instead of attempting your password, select “Reset Your Password?” You can then reset your password by completing the multi-factor authentication.

A risk engine triggers the one-time security code and uses multiple forensic profiling methods. Several risk factors determine whether the system believes this is a normal login by you, the customer, or potentially fraudulent. The primary risk factor is “Have we seen this user with this device before?” Subtle changes to where and how you log in can trigger additional security:

• Clearing cookies and/or changing a browser setting
• Your account logs in on multiple devices in a short period of time
• Multiple people are using the same device
• Your browser is overdue for an update

To protect your personal information, we require strong passwords. We recommend using a long, unique passphrase and turning on two-step verification. Change your password if you suspect it’s been exposed or after a security incident. 

We also recommend installing virus and spyware protection on any computer containing sensitive information and keeping your computer up to date with the latest patches and upgrades for the operating system and installed software.

If you are locked out of your account when your bank is closed, simply use the reset password link you will find after entering your username, or call 1-866-500-1959 and request assistance from our call center staff. The call center is for users registered in our Personal or Business eBanking system.

Absolutely! If your loan does not already appear in your eBanking profile, we will gladly add it. You can make your payment via the “Pay and Transfer” option. If you do not have a checking or savings account with NobleBank, you must pay using your current bank’s bill payment function.

Usually, all accounts are added to eBanking at the time of account opening. If you do not see an account that should be there, please send us a Secure Message through eBanking or contact the branch of your choice, and we will gladly add it for you.

To add customer nicknames to your account(s), just log in to “Customer Service” and choose “Customize your accounts.”

Some deposits take longer than others to appear online. Cash deposits should show as pending transactions immediately. If you deposit both cash and checks, you will see your cash available immediately, but you may not see your checks. Remember that checks are considered uncollected until they clear the financial institution from which they were drawn. If you have questions about check-clearing timeframes or holds, please send us a Secure Message through eBanking or call one of our locations.

Duplicate pending charges will usually be automatically removed from your pending transactions within a few days. These duplicate transactions originate with the merchant, not with the bank. If the merchant will not assist you, or if the duplicate charge remains, you can send us a Secure Message through eBanking or contact us, and we will be more than happy to help.

To access your eStatements, log in to online banking and hover over ‘Accounts’ on the top menu. Then, select “Account Statement” from the menu options. Next, you’ll be presented with the eStatement disclosure and email verification. Once you verify your email and accept the disclosure, you can access your eStatement. Your device will need a compatible PDF viewer application to open your eStatements for you to view.

Kasasa customers must receive eStatements to qualify; however, eStatements are free with any of our checking or savings products. Send us a Secure Message through online banking or contact us to sign up for eStatements for your personal or business accounts.

When you enroll in eStatements, you’ll instantly get digital access to up to 12 previous months of eStatements. You can build up to 18 months of past eStatements.

To see your check images, log in and select the account you wish to view. Next, click the check number to open a pop-up image of that item. You can then view the item, front and back, and print it out if you’d like. If you have trouble viewing the check images, disable your pop-up blocker (if you haven’t already).

For security, please contact your local branch or call 1-256-241-2101  (Personal eBanking support) for username recovery.

Once in ‘Bill Pay,’ click the ‘Administration’ menu to view active bill pay accounts. The account that has ‘Yes’ under the heading ‘Default Account’ is your primary account.

All accounts you can access in online banking should also be accessible in Bill Pay. If, for some reason, you cannot access one of your accounts in Bill Pay, send us a Secure Message through online banking or contact the branch of your choice.

You can make a payment to anyone, even if they’re not on your ‘payee list.’ Simply enter the requested information for the payee.

NOTE: Please confirm the address where the payee would like to receive payments. Sometimes, this address is different from their normal mailing address.

Usually, when a payee is not in the ‘payee list’, a physical check is sent to the payment address. However, if the payee has electronic remittance in place, Bill Pay will automatically make an electronic payment instead.

The amount of time needed for funds to be delivered can vary depending on the type of remittance (check or electronic) and the payee. When making a payment, you can click the calendar icon to select the date to send the payment and the estimated date it will be received.

Keep in mind “received” does not always mean “posted.” Each payee’s handling time can vary. Normally, electronic payments are received and posted to your account faster than payments sent via check. Allow enough time for your payment to be received and posted. Contact your payee to find out how much time you may need to allow for processing once payment is received.

You can contact Bill Pay by selecting ‘Administration’ from the top menu and ‘Contact client services’ from just below the top menu. A window will open, providing you with a phone number to call them directly or a web form to fill out so they can contact you via email.

If you prefer to speak with someone locally, you can send us a Secure Message through online banking, call, or come by the branch of your choice, and we can assist you in resolving the issue.

Both of these email addresses are legitimate. Email correspondence from either email address is safe to read.

Always be aware of emails from any sender, known or unknown. These emails will usually be to notify you and do not contain any personal or identifying information. If unsure, send us a Secure Message through online banking or contact the branch of your choice.

Absolutely! Simply click on ‘Add memo’ next to the payee. The ‘Add memo’ option is available only to PEP payees (person-to-person electronic payments) or payees receiving a physical check.

Once a payment is “sent,” you will see the transaction in your activity the following day. For example, if you create a payment sent on a Monday, you should expect the transaction to appear in your pending activity on Tuesday (the next day).

You can modify a payment anytime before it is sent. The payment will appear in your Payment Outbox and give you options on the right. Select ‘Cancel’ or ‘Edit’ to make any changes to the scheduled payment.

There are two ways to do this. The first way is to select a payee from the left side menu and choose ‘Set up automatic’ under the ‘Payment Option’ heading. Once selected, you’ll be prompted to choose whether to make a manual (one-time) payment or pay automatically at regular intervals. When you choose to pay automatically at regular intervals, it will display new options for setting up payment amount, frequency, and start and stop dates. Once you are satisfied with your options, select ‘Save Changes.’

If you create or schedule a payment to be sent on a weekend or holiday, it will be sent the following business day. Remember this when setting up automatic payments, too!

The retention period for bill payment history is 2 years.