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 will then have the opportunity to reset your password by completing the multi-factor authentication.

The one-time security code is triggered by a risk engine that uses several forensic profiling methods. Several risk factors are evaluated to determine if the system believes this is a normal login by you the customer or if there is potential this could be fraud. The primary risk factor is “have we seen this user with this device before.” Subtle changes to where and how you login can trigger the additional security as well as the following examples:

• Clearing cookies and/or a browser setting change
• Many devices used by a user in a short period of time
• Multiple people using the same device
• A browser update, cleared flash object, or dates out-of-sync

In an effort to protect your personal information, we require you to use strong passwords and change them periodically. This is best practice in order to ensure online safety. Using the same password for an extended period of time gives attackers a greater chance to steal your password and use it successfully.

We encourage you to change all of your online account passwords periodically and use strong passwords. We also recommend having virus and spyware protection on any computer that may contain sensitive information and keeping your computer up-to-date with the latest patches and upgrades for the operating system and software installed.

If you are locked out and it is after hours you can simply use the reset password link that you will find after entering your username or you can call 1-855-451-9196 and get assistance from our call center staff. The call center is for users registered as in our Personal eBanking system.

Note: If you were locked out via your mobile app you will have to wait 24 hours before regaining access even after being unlocked. You will be able to access eBanking via the website during this time period.

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

Normally, 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. Keep in mind that checks are considered uncollected until they clear the financial institution they were drawn from. If you have questions about check clearing time frames 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 couple of 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 assist you.

To access your eStatements, log in to online banking and hover over ‘Accounts’ on the top menu. You will then need to select “Account Statement” in the list of menu options. You will then be presented with the eStatement disclosure and email verification. Once you have verified your email and accepted the disclosure you will be able to access your eStatement. You will need to have an appropriate PDF viewer installed in order to view your eStatements.

Kasasa customers are required to receive eStatements in order 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.

Statements are available electronically up to 12 months in the past instantly when you enroll in eStatements. You can build up to 18 months of past eStatements.

When logged in to online banking, select the account you wish to view. Click the check number to open a pop-up image of that item. You can then view the item, front and back, and print the item out if you so wish. If you are having trouble viewing the check images ensure that your pop-up blocker is disabled.

Once in Bill Pay, click on 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 have access to in online banking should 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: We suggest you confirm the address at which the payee would like to receive payments. Sometimes this can be different from their normal mailing address.

Normally, 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 delivery of funds can vary depending on the type of remittance (check or electronic) and the payee. When making a payment, you can click the calendar icon in order to select the date to send payment and the estimated date it will be received.

Keep in mind “received” does not always mean “posted.” Each payee handling time can vary. Electronic payments are normally 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 then ‘Contact client services’ from just below the top menu. A window will open up 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, or call or come by the branch of your choice and we can assist you to get the issue resolved.

Both of these email addresses are legitimate. If you receive correspondence from either email address they are safe to read.

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

I have a payee that receives payments by check. Can a memo be printed on each check?

Absolutely! Simply click on the ‘Add memo’ next to the payee. Only PEP payees (person to person electronic payments) or payees receiving a physical check have the ‘Add memo’ option.

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

You can modify a payment anytime before it is sent. The payment will appear in your Payment Outbox and will have the options that are available to you out to 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’d like to make a manual (one-time) payment or to pay automatically at regular intervals. Select the option to pay automatically at regular intervals. This 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 have a payment that is created or scheduled to be sent on a weekend or holiday, it will be sent the following business day. Keep this in mind when setting up automatic payments too!

The retention period for bill payment history is 2 years.