Bank of Utica - Central New York - Mohawk Valley - Member FDIC

Frequently Asked Questions (faq's)

General Online Banking Questions

• What do I need to know about Business Days?

  Our normal banking hours are 9:00 a.m. to 5:00 p.m. Monday through Friday and our drive-in is open until 5:30 p.m. on Friday. Transactions made at the teller window during these times will be posted on the same business day. Saturday, Sunday and bank holidays are not business days.
  
  Cut-off times for certain banking transactions are as follows:
  
  Online banking - The cut-off time for making a transfer for the "current" business day is 4:59:59 p.m. Transactions occurring after that time will not take place until the close of the next business day. There are two ways to transfer money between your accounts, Express transfers or Scheduled transfers. Express Transfers that are made before 5:00 p.m. will post to an account on the same business day in which they are made. Express transfers that are made on or after 5:00 p.m. on a business day, during a holiday, or over a weekend will post on the next business day.
  
  Scheduled transfers that are to take place during a particular date will show as pending transactions on the following business day after that date. See the FAQ "When will my transfer post to my account?"
  
  Online bill payment – The cut-off time for making a transfer or bill payment for the "current" business day is 4:59:59 p.m. Transactions occurring after that time will not take place until the close of the next business day. For example, on Friday if you make a payment at 4:30 p.m., that transaction will be included in that day's processing and posted on your account. If the transaction is made at 6:00 p.m., the business date will already have advanced. That transaction will not be part of the account activity until the next business day. See the FAQ "How much time should I allow for payments to be received by the payee?"
  
  Quickdraw® VISA/debit cards (including ATM withdrawals) – For purposes of using your Quickdraw® card, a business day runs from 4:45 p.m. to 4:45 p.m. As soon as you make a purchase or withdrawal, the balance available on your card will be immediately lowered by that amount. However, it may take up to two days for the transaction to be presented to the bank for posting to your account.

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• What is a Session?

  Each time that you connect to the Log In screen, you create what is called a session. A session is considered the time period that begins when you first see the Log In screen until the time period when you either click the End Session button; close your browser; or when the system logs you off after 30 minutes of inactivity. Note: Part of creating session that you will be using, requires that the Web Server be able to place a "cookie" on your computer.

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• How long is a Session considered active?

  You can stay connected to the Online Banking server as long as you maintain an active status. An active status is determined by a length of time; currently the time period for inactivity is 30 minutes. This means that if you are signed into the system, and do nothing for 30 minutes, the server will log you out automatically, causing the session you have active to be terminated. You will now have to log in, creating a new session.

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• How long is my Online Banking Account good for?

  Your Online Banking account is good/valid forever, as long as you have some type of activity before 180 days passes. After 180 days of inactivity, your Online Banking account will become dormant, and the system automatically deletes your Access ID. This means that if your ID is deleted, you will have to sign back up for Internet Banking as a First Time User.

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• What Disclosures Should I Read?

  For complete information on all our deposit accounts you can review these account disclosures.

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• When is my Statement Cycle?

  A statement cycle is the time period that begins and ends when your statement is produced and mailed to you. To find out when your statement is produced, simply look at the top of your statement on page one, and take note of the address area. Find your name, and then look to the right of your name and you will see that there is a Number - (dash) - Number. The first number indicates the day of the month when your statement is produced. Thus a 15-0 would mean that your statement is produced on the 15th of each month.

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First Time User Instructions

• Where can I get First Time User Instructions?

  The First Time User Instructions are available at this link. The instructions are can be downloaded in an Adobe Reader format, called PDF available from Adobe.com.

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• What is my Account Type?

  In order to complete the First Time User steps, and create an Online Banking Account, you will be asked to enter an account number and account type as part of the questions. The account type corresponds to the account number. The Checking Type is used for DDA/Checking Accounts, Money Market Accounts, and Now Accounts. The Savings Type is used for Savings Accounts. The COD Type is used for Certificates of Deposit, and the Loan Type is for all types of loans excluding Check Credit.

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• Why do you need my Mother's Maiden Name?

  Your Mother's Maiden Name is used to verify who you are, in the event that you have to contact the bank to reset a password or receive some help with remembering your Access ID. This information is kept confidential and is only used for this purpose.

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• Why do you need my Email Address?

  Your Email Address is important to us and provides an additional means of contacting you. You can be confident that Bank of Utica will never sell your email address to other companies, in harmony with our Privacy Policy. The purpose of a valid email address, is linked to our Bill Payment system. First it provides a way that we can respond to customers who already have an Online Banking Account, and wish to activate Bill Payment. It also provides us a means to contact you sooner than the postal mail, in the event there is a problem with a payment that you have scheduled to take place.

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• What is the Security Question and Answer used for?

  The Security Question is used the same way that your Mother's Maiden Name is; simply to provide a way for bank employees to verify who is calling in the event that you have to call in for technical support. A good Security Question is one that perhaps only you would know the answer and something that is not going to change for a real long time, even forever. Some examples might be: Where was I born? Where did I go to high-school? What sports did I play in high-school? What is my favorite flavor of ice cream? What is my favorite sport to watch on TV?

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• How many tries do I get when signing up for the First Time?

  Three (3), after three unsuccessful attempts the system will lock out the entire account, and assume that you are not a valid customer of Bank of Utica. Note: Others on the same accounts will not be able to use the First Time User screen. A common mistake is that the Around the Clock Banking Password is incorrect. If you are locked out or are experiencing problems getting signed up, please call the Checking Department (315) 797-2761. Please note, that if you have too many difficulties when creating a new Access ID for the first time, within the same session or navigate away from the current session, you will no longer be able to perform the First Time User steps again, nor will you have a valid Access ID. In this case you MUST call the Checking Department at the number listed above, or send an email to Deposit Operations. (Please do not send account numbers or personal information in an email). If you provide a phone number, we will call you.

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Passwords and Access ID's

• What do I do if I forget my Online Banking password?

  If you find that you can not remember your password, you will have to call the Checking Account Department at (315) 797-2761. Explain that you have forgotten your password. The bank employee will ask you for some information to verify who it is that is calling. This might include one or more of the following; your Mother's Maiden Name, the security question and answer that you provided, a social security number, or even a date of last deposit. The bank employee can then reset your password if you are locked out, or change the password all together. Please note that we do not have access to your password, so the best we can do for you is change it. Note: You will be forced to change the temporary password when you log on to a new password that only you will know.

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• What requirements do Passwords need to meet?

  Passwords must be between 8-17 Characters in length, and you MUST also use Uppercase, Lowercase, and Numbers in that password. For example: The word "password" is not a valid password, even though it is 8 characters in length, as the characters that make up that password are not valid. The same would be true if one capitalized the first letter of that word to "Password". This too will not work. An example of a valid password might is "Password1927". This password meets the criteria, having one Uppercase (the letter "P"), at least one Lowercase (the letter "a" would work) and finally one Numeric character (the number "2" would work).

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• What is an Access ID?

  An Access ID is a unique identifier used to validate / authenticate who you are, when communicating with our server. Online Banking allows you to create an Access ID, comprised of letters and/or numbers. This ID is also unique to the system and can not be used by any other customer / user, and must be at least 6 characters long.

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• Why do I need an Access ID and Password?

  By using both an Access ID and Password your accounts remain safer. If you experience any sort of problem a Bank of Utica employee may ask what your Access ID is so that they can attempt to resolve your problem. Your password, however, is totally secret and should not be given out to anyone, not even a bank employee.

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• What if I forgot my Access ID?

  If you forget your Access ID, call the Checking Account Department at (315) 797-2761. We will verify who you are based on other criteria you have established with Bank of Utica. Once a bank employee has verified you they will be able to tell you your Access ID.

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• What is a Password?

  A password is a control that provides an extra layer of security when combined with your Access ID. Your password should be unique to you. You should never share your password with anyone. A Bank of Utica employee will never ask you for your password.

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• What is a temporary Password?

  In the event that you forget your Online Banking password, someone in the Checking Account department will create a new password and tell you what that password is. With this new password simply return to the beginning Log In screen and enter your Access ID and then TAB down to the Password field and enter the new Temporary password that you have been given. After clicking Submit, you will be forced to change the password. When you are asked for your old password, simply re-enter the password given to you, then select the New Password field and enter a new password (you will have to do this twice). Click Submit and if the passwords match you are all set. Otherwise further instruction may be provided on the page that follows.

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• What is the Around the Clock Banking Password?

  Around the Clock Banking is another 24 Hour Banking Service that Bank of Utica offers, allowing customers to conduct banking transactions through an automated phone system. In order to access account information, customers must enter a valid account number and a password. Since Online Banking uses the same technology to get users / customers started when first signing onto the Online Banking system, it is important that you know the account number, the account type (i.e. checking, savings, etc.), and the Around the Clock Banking password. If you do not know what your password is, please call the Checking Account Department (315) 797-2761, and they can provide you with more information pertaining to your Around the Clock Banking password, as well as verify that you are set up correctly. If you have forgotten your password, please call the same department.

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Logging In

• How many attempts do I get to successfully Log into Online Banking?

  Three (3). After three unsuccessful attempts the system will lock out the Access ID, and assume that you are not the correct person trying to log in. Note: Others on the same accounts can still Log In. If you are locked out, you must call the Checking Account Department (315) 797-2761.

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• Why is the logon screen missing?

  When you click on the Log In button, the Online Banking Log In Screen does not appear as expected, or will not connect at all. The reason this happens is due to the Cookies being disabled in the browser settings. In order to access the Online Banking System, you will need to enable the Cookies. To do this, follow the steps for your browser, as described below:
  
  Internet Explorer: Click on the Tools Button on the toolbar, then choose Internet Options... A new window will appear, now click on the tab labeled Security. Click on the icon labeled Internet, and then choose Custom Level... found at the bottom of the window. A new window will appear. Now scroll down to the item listed Cookies and make sure that the Radio Button named Enable is selected. Click Ok and then Ok again to make the change effective.
  
  Netscape Navigator: Click on Edit on the toolbar, and choose Preferences... A new window will appear. On the left hand side of the window, find the item labeled Advanced, and highlight it by clicking on the word. Notice the window contents on the right have changed. Find the section labeled Cookies, and select one of the radio buttons to enable. Click Ok to make the change effective.

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Online Banking

• What types of transactions can I conduct using Online Banking

  For all your Bank of Utica accounts you will be able to get balances, see transactions and print statements or checks. However, there may be limits to the types of transfers you can make. This is because there may be special transaction posting rules or even banking regulations which limit these transactions. Here is a list of the transfers you can make for all accounts.
  

  	Balances, View Transactions, and Statements	Transfers and Payments		Bill Payment
  		From This Account	To This Account
  Checking	Yes	Yes	Yes	Yes
  Money Market	Yes	Yes*	Yes	Yes
  Statement Savings	Yes	Yes	Yes	Yes
  Health Savings	Yes	No	No	Yes
  Christmas Club	Yes	No	Yes	No
  IRA	Yes	No	No	No
  Certificate of Deposit	Yes	No	No	No
  Loans	Yes	No	Yes	No
  Check Credit	Yes	Yes	Yes	na

  
  *Transfers and payments are limited to 6 per month by federal regulations.

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• How can I print my statement?

  You can easily print any "Current" or "Previous" statement by simply clicking on the printer icon in the bottom right corner of the statement. If you are using the "All Transactions" option, the printer icon is located in the top right corner of the statement. If you would like to print an archived statement from the last three years, you will be able to find these listed under "Documents" from the "View Accounts" menu option. Once you have found the statement you want, you can print it by using the Adobe print icon.

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• What account statements can I access?

  You can access your current statement, previous statement, all transactions, and archived statements from the last three years. These can all be accessed from the "View Accounts"/"Transactions" menu option (NOTE: use "View Accounts"/"Documents" option for archived statements).
  
  Current Statements - This option will give you all your transactions since your last statement date (i.e. the last time we mailed you a statement).
  
  Previous Statement - Statement history is kept on the system for 15 days after your previous statement is produced (cycle date). For example, if you were to click on the previous statement button at the bottom of the transactions screen, you would see your entire previous statement as long as it was less than 15 days old from when it was produced. This statement is kept on the system for 15 days after it is produced and mailed to you, after which it is deleted and a new statement record begins to be kept, that of the current statement.
  
  All Transactions – In June of 2009 a new archive system was introduced that will eventually hold nearly 3 years of archived transactions. When the previous statement data is no longer available or at any time including your current statement transactions, you can use the All Transactions option located under the Transactions Menu to research and even build a listing of transactions based on date ranges. You can categorize these transactions, such as an Expense: Medical or Income: Salary, so as to track spending habits and monitor income. Reports can be generated and data can be exported.
  
  Archived Statements - Using this option you will be able to access individual account statements for up to three years in the same format as they were originally sent to you.

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• Can I export a statement, or account information to my favorite money management program?

  To export your account information please follow the following steps:
  
  1) Log in to Online Banking, and click on the account you would like to export; from the View Accounts Page.
  
  2) Move the pointer to the Transactions Button and then select the Transactions Menu from the displayed list.
  
  3) Using the drop-down lists, select the information (such as Cycle Date, Transaction Type, or Sorting Properties)
  
  4) You can limit the information to export, by specifying a date, amount, and/or check number.
  
  5) Choose the format you would like the format to be exported in.
  
  6) All that is left is to click on the Export Button, and a 'save as' dialog box will appear; asking you where and what to save the file as. Note: Clicking the Display button will show you your statement in your browser.

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• What is a Nickname?

  Nicknames are a customizable description that you can add to any of your accounts, to add more meaning to what the account may be used for, or who in the family the account belongs to (such as a Childs Savings Account). For example you can use the Change Nickname feature of Online Banking to give each of your Savings Accounts a unique name; such as "Tax Account", "Vacation Fund", and "Regular Savings". To learn more about how you can add / remove / change a Nickname on an account, see the "How To: Add or Change Account Nicknames" FAQ in the "How to..." section.

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• What is the description line on the accounts page used for?

  The description line is used to describe the title information that is on the account. For example; if you wanted to have a special account that has a dedicated purpose, such as Self-Employment Tax or Home Improvement Account, you could give each of those accounts a special name. Thus, when you log in to Online Banking your accounts screen will display the description of the title that you have given the special account. This feature is called an Account Nickname, and you can now control the names displayed on each account line, by entering your own account descriptions. To do this, "Hover" over the button located at the top of the webpage (near your logon name and date) called Options. A new menu will be displayed, select the "Change Nicknames" option from the menu that pops up, by Left Clicking on the words.

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• Can I change my Email Address?

  Yes. Online Banking offers the ability for you to update the email address that you have on file. Your email address is very important to us, please be assured that we will never sell your email address to someone else. It is also very important that your email address is accurate. For details steps on how to change your email address see the "How To: Change Your Email Address" FAQ in the "How to..." section.

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• Why are some of my accounts not being displayed? Why are there more accounts than I expected?

  There are a few reasons that can contribute to missing accounts on your accounts screen. Here are some of the reasons we have discovered. If any of these fits your situation, then please call the Checking Account Department at (315) 797-2761.
  
  1) You have multiple names on the account, and each name is tied to a different account number. The system uses the account information on the first time user screen to determine who is logging in. Thus if you have different accounts that are with separate names, such as a maiden name, the system will only allow you to see those accounts that are tied to those names. There is a solution to this, and that is to change the ownership of the account, meaning that the name that you are using will become the owner of the other accounts.
  
  2) The system keeps track of all of your accounts in what are called portfolios. You can think of these as files in a file cabinet. Sometimes, as a customer, you will end up with multiple files in the bank's file cabinet. Thus if you have 2 accounts in one file, and 2 in another, you will only be able to see one file or the other at any given point in time. Additionally, this means that you can not transfer money between those two files. There is a solution to make it so that you can see all of your accounts, and that process involves merging your two files together to make one.
  
  3) Joint accounts can also cause confusion, when logging in to the Online Banking system. Joint accounts can include, but are not limited to Trust accounts and Guardian Accounts. Note: Beneficiaries will not be able to see the accounts, thus if you want a beneficiary on your account and want them to see the account, then they need to be added as a joint account holder.

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• Why is my Account Balance lower than expected?

  There are certain circumstances in which the balance displayed for an account appears to be incorrect or less than expected. Those circumstances might include a hold on a particular account. A hold is defined as a specific amount of money that has been pledged as collateral (for example a loan). Although it may seem that the money is not there, it is, and is still collecting interest when part of an interest bearing account. This can be verified by clicking on the Account in question, then by clicking on the Transactions button, and finally by clicking on the Current Day button. In the screen that follows you will see a description (PENDING TRANSACTIONS AND/OR HOLDS) with the amount that is being held displayed to the right.

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• When will my transfer post to my account?

  There are two types of online transfers, express transfers and scheduled transfers. An express transfer is most commonly a one-time transfer between your accounts that will occur today. A scheduled transfer is usually set up to occur on a future date or can even be set up as a recurring transfer, for example, on the same day every month.
  
  Express Transfers that are made BEFORE 5:00 PM EST/EDT will post to an account on the same business day in which they are made. Express Transfers that are made on / after 5:00 PM EST/EDT on a business day, during a holiday, or over a weekend, will post on the next business day. For example you have made a transfer on Friday at 5:30, and have made it from your savings to your checking, because you are overdrawn. The transfer will not take place until the next business day. This means that even though the screen displayed a positive balance at 5:30 PM, the account was still overdrawn when that business day closed at 5 PM. The same would apply if the day was a holiday and the bank was closed. Additionally money that is transferred between accounts will not be available on the VISA Debit card until the following business night.
  
  Scheduled Transfers that are to take place during a particular date, will show as Pending Transactions on the following business day from that date. A scheduled transfer Should Not be used if you are making an attempt to correct a negative balance in your Checking Account such as the example above. Rather if there is time left in the current business day in which you are going to be overdrawn you should use the Express Transfer feature.

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• What is the confirmation number used for?

  The confirmation number is used for tracking purposes. A portion of the confirmation number is posted to your statement, and can be used for tracking when an Express Transfer is completed. Scheduled Transfers will display the custom description that you enter.

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Web Browsers

• Why does the Browser Back button cancel my session?

  You might receive an error message about your Online Banking session expiring when you click your browser's back button. This is caused by the Online Banking Server, which expires the pages you are looking at as soon as they are displayed on the screen. This helps with the process of keeping real-time up to the minute balances and transactions. Additionally, if you try refresh a page, you will receive an error message, then another screen that tells you your session has expired, and you will have to log in, all over again. We encourage you not to use the back button or refresh buttons.

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• What Browser should I be using?

  Internet Explorer - Click Help on the tool bar, and then choose About Internet Explorer. A new window will appear; take notice of the version number, this should be at least v7 and the Cipher Strength must be 128 bit. If your browser is not at the minimum level, simply click on Tools and then Windows Update. The Microsoft web page will then be displayed and your system will be scanned for updates. After which a list of recommended updates will be displayed, which typically includes the most current version of Internet Explorer.
  
  Netscape Navigator - Click Help on the tool bar and then choose About Communicator. The screen will change to the about screen and the version of Netscape will be displayed at the top. It should read at least v6.2; If it does not meet the minimum required version, simply click Help and then choose the Software Updates item from the menu. A new page will be displayed from Netscape that will help you update your browser.

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Bill Payment *(Also refer to the "How To..." FAQ section below)

• What is Popmoney?

  Popmoney is a service to send money to pay friends, coworkers, associations or anyone you owe. If the person has already signed up for Popmoney, the money sent is automatically deposited into their account. If the person has not signed up for the service, Popmoney sends the person an invitation that explains how to sign up for the service and claim the money you sent.

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• How do I use Bill Payment?

  View this instructional video on how to use Bill Payment.

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• When will my account be charged?

  Your account is deducted the day you set up the bill to be paid. If you set an Online Bill Payment for Friday, your account would be deducted on that same Friday.

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• Can I use Bill Payment for my company account?

  Yes, however you will need to enroll in Corporate Banking Suite. An online enrollment form is available here, or you can contact our Data Processing Department at (315) 797-2700 x203.

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• What is "quick payment" and how do I use it?

  Quick payment is a box that appears on your Account List page and allows you to make payments to individuals using the "Pay People" tab. See the question "What is ZashPay?" for more information.

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• Will my Check Credit advance?

  Yes. If a payment is attempted during the nightly processing, and the funds are not available in the account, however there is enough available in your Check Credit, an automatic advance will be made. Keep in mind that Check Credit advances will occur in $100 increments or whatever is available (if less than $100) if the amount will be covered by the advance. If there are not enough funds for the Payment to take place, the next attempt date will be advanced by one day, and a notice will be generated. See the following FAQ below "Will I be notified if a Payment can not be made?"

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• How do I sign-up for Bill Payment?

  Signing up for Bill Payment is easy. There are two methods that we are supporting.
  
  (1) For existing Online Banking users the following link will allow you to download a Bill Payment Enrollment Form in Acrobat Reader format (PDF), that must be filled out and signed. Since the form must be signed, and will be verified against existing signature cards for signer verification, the form cannot be submitted online. We will accept the enrollment form, via postal mail, fax, or just dropping off in person.
  
  (2) The second option, is for customers who will need to complete the First First Time User Steps in order to use Online Banking. As part of the enrollment process for Online Banking, we can allow customers to sign-up for Bill Payment. You will receive a confirmation email.
  
  In either case, a valid email address is required. Customers who enter an invalid email, in which we can not send a confirmation email to, will be deactivated for Bill Payment.

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• What if there is not enough money to make the payment?

  In the event that your account does not have enough funds to make the payment, and you do not have Check Credit or your Check Credit is lacking the needed funds to complete the payment; the payment will remain in effect for two attempts, based on two business days. During this time your other checks and payments will continue to be made as long as the money is available. For example, you may have a regularly scheduled payment of $150 to take place each month. At the time of the payment, however, you forgot to make a deposit, and your account balance is only $100. In the meantime, you have a check presented to your account for $25, and there is an additional scheduled payment of $50 to be made as well. During the processing, the $150 dollar payment will be held until the next business day, while the other bill payment and check (totaling $75) will be cleared. During this time a notice will be produced and mailed to you. As part of this, our Checking Account department will attempt to use your email address on file to let you know that the payment was not able to be made. For more information about such notification, please refer to the FAQ below "Will I be notified if a Payment can not be made?"

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• How many transactions can I perform each month?

  There is no limit to the number of transactions you are allowed to perform for a Checking Account or Health Savings Account . However, Money Market and Savings Accounts are limited to 6 transactions under federal regulations.

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• Can I make a Payment to someone residing outside of the United States?

  Payments can only be made to Businesses or other individuals residing within the United States (US) or US Territories, such as Puerto Rico. When defining a Payee, the "State" field will be required for all Payments and you are limited to the choices presented in the Dropdown list.

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• Can I make Payments using more than one account?

  Yes. You can use any combination of your Checking, Statement Savings, or Money Market Account(s). Please keep in mind that Money Markets and Statement Savings accounts are limited to six (6) transactions per month. However, feel free to make multiple payments using any combination of these accounts, even two Checking Accounts if you like.

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• Can I make Payments using the Around the Clock Banking System?

  The Around the Clock Banking System (also known as 24-Hour Banking) is not available for Bill Payment. We are encouraging customers who have never used Online Banking, and would like to take advantage of Bill Payment, to sign-up today! If you require additional assistance getting started, please feel free to call our Checking Account Department at (315) 797-2761 or email us.

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• Will I be notified if a Payment can not be made?

  Yes. As mentioned in the above FAQ "What if there is not enough money to make the payment?" we will make two attempts at presenting the scheduled Bill Payment to your account. In the event that there are still no funds for the payment, we will delete the scheduled payment and amount. During this time, a paper notice is created each day that the transaction attempts to be made, and is mailed to you. However, given the timing of such notices, we will also make an attempt to email you the morning the notice is produced, before it goes in the mail. This is why your email address is so important to us.

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• What can I do if someone claims they did not get my payment?

  This rarely happens, but if it does, you can call us and we will be able to verify that the payment was made. We will give you a copy of the check or other form of verification that you will be able to show as proof of payment. If the payment was not made for some reason, such as the account number or payment address were entered incorrectly, we will be able to determine why this happened and provide you with documentation that you can use to show that you attempted to make the payment. For assistance, please email the Checking Account Department or contact us by phone at (315) 797-2761.

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• Can I put a "Stop Payment" on a Bill Payment?

  Yes, you always have the ability to "Delete" or stop a payment from happening until 5:00 PM EST/EDT of the Scheduled Payment date, . If the payment has already been issued, you can still stop the payment, provided the Payee has not already received the funds electronically, or cashed the check. In either case additional research will be required by the Checking Account department, and you should contact them immediately if you are in need of issuing a "Stop Payment". Keep in mind, the fee associated with issuing a Bill Payment "Stop Payment" is $25.00. Please email the Checking Account Department or contact us by phone at (315) 797-2761 immediately to place a "Stop Payment" on a Bill Payment.
  

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• Who can I make payments to?

  Payments can be made to anyone residing in the United States or Puerto Rico. This can include companies or individuals, in which you would like to make a payment to. Most payments made to companies are transmitted electronically, however, payments to individuals or smaller companies that cannot accept electronic payments must be sent by check.

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• Can payments only be made to pay bills?

  No. Payments do not have to be made only to other businesses in which a bill has been issued. You have the control of making a payment to a friend, co-worker, or relative, to name a few, using ZashPay. See "What is ZashPay" for more information.

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• Can I make a transfer to accounts I may have elsewhere, such as an account with a Broker?

  Yes. You can make a payment to anyone in the United States. If your Broker is setup to receive electronic payments, an electronic transaction will be sent to your account with that Broker. On the other hand, if your Broker can not accept electronic payments, a Check will be mailed. In either case, when defining the Payee, be sure to use the "Payee Not Listed" option when using the Select Payee screen. Next, make sure that the proper account information is listed in the account number field for that payment. For more instructions on how to setup a payee, see the FAQ below "How To: Create Your Own Payee".

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• Should I use Bill Payment for important bills like my Taxes or Court Ordered Payments?

  Bill Payment can be used to pay anyone, including your Taxes or Court Ordered Payments as examples. However, we recommend that for payments requiring coupons (such as to the IRS) or other supporting documentation in order to properly process the payment (using the proper Account or Tax Identification number), that you mail these payments using the envelope and documents required to process such a payment.

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• Do scheduled bill payments affect my Quickdraw debit card balance?

  Yes. As soon as a bill payment is processed, your balance available for use with your debit card will be lowered by that amount even if there are not sufficient funds in your account to cover the bill payment. For instance, if you have $100 in your account and a scheduled bill payment is $150, your account balance will be lowered to -$50. Although the bill payment will not be made because the funds were not available, your debit card balance will still be updated with a balance of -$50. Your debit card balance will remain at -$50 for two business days because we will attempt to make the payment twice. After two days, the payment will be deleted and your debit card balance will be increased by the amount of the payment, in this case $150.

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• How are transactions displayed on my statement?

  Transactions will default with the text "Payment To " and then the name of the Payee that you have entered (or was predefined in the templates). For example: You make a payment to XYZ COMPANY. On your statement, there will be an entry that reads, "Payment To XYZ COMPANY". Note: Payments can also have a custom description added to them, that will provide more meaning for you, when reconciling your statements.

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How To...

• Setup a Scheduled Transfer Between My Accounts

  To schedule a transfer between your accounts follow these steps:
  
  1) Click the View Accounts button to get back to the main screen of all of your accounts.
  2) Click on the Account you would like to Schedule a Transfer from.
  3) Move the mouse over the button called Transfers, and select the "New Scheduled Transfer" option.
  4) Specify the To: account by making a selection in the dropdown list of accounts.
  5) Specify the Frequency of the Transfer to be made, On Demand would be a one time Transfer.
  6) Enter the amount of the Transfer to be made. (See Note Above)
  7) In the large box under the Description area, Enter a Custom description for this Transfer.
  8) Click Submit.
  9) A Scheduled Confirmation page will be displayed.

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• Setup an Express Transfer Between My Accounts

  To make an express transfer between your accounts follow these steps:
  
  1) Click the View Accounts button to get back to the main screen of all of your accounts.
  2) Click on the Express Transfer button.
  3) Select the account you would like to transfer FROM, in the top table.
  4) Select the account you would like to transfer TO, in the bottom table.
  5) Now enter the dollar amount, in dollar and cents format. Note:(1.00 is the NOT THE SAME as 100).
  6) Click Next to Preview your transfer.
  7) At the Preview Page, you can either Cancel your Transfer, go Back and make Corrections, or click Transfer.
  8) After clicking the Transfer Button, write down your confirmation number for your records.

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• Change Your Email Address

  1) Once you are logged in - Move the mouse over the Options button.
  2) A menu will display with several choices - Select the option called "Change Email Address".
  3) The current Email Address will be displayed.
  4) In the field called "New Email Address" - Enter your New Email Address.
  5) Tab down to the next field called "Confirm Email Address" and Enter your Email Address again.
  6) Click the Submit button to complete the change.
  7) If the Email Addresses match, you will be returned to the Accounts List page automatically.

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• Change your Access ID

  You cannot change your Access ID on your own. It is not necessary to ever change your Access ID, however, if for some reason you want a new one, you can call our Checking Account Department at (315) 797-2761 and we will change it for you after we have verified your identity based on other criteria you have established with the bank. If you forget your Access ID, you can call us and we will be able to tell your Access ID after we have identified you. We will not email you a new Access ID because it will be necessary to verify your identity.

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• Change Your Password

  You must already be able to log into Online Banking to complete these steps. If you need to change your password because you have forgotten it, you must call us or use the Forgot Password link to have your password emailed to your registered email address. (Note this will expire your password and you will need to pick a new one. See the FAQ "What do I do if I forgot my Online Banking Password".)
  
  1) Once you are logged in - Move the mouse over the Options button.
  2) A menu will display with several choices - Select the option called "Change Password".
  3) In the fields provided - Enter the Current Password.
  4) Tab down to the New Password Field and enter a new password, following the guidelines provided.
  5) Tab down again, and re-enter the password you entered in step 4.
  6) Click the Submit button.

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• Add or Change Account Nicknames

  1) Once you are logged in - Move the mouse over the Options button.
  2) A menu will display with several choices - Select the option called "Change Nicknames".
  3) Place a Checkmark in the box next to corresponding Account.
  4) A new field will be displayed, Single Left Click in that field.
  5) Enter the "Nickname" that you would like to call the account.
  6) Click the Submit button to complete the change.
  7) The screen will refresh, Click the Cancel button to return to the Accounts List page.

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Enhanced Online Security

• Does the Pass Phrase have Restrictions?

  The Pass Phrase that is entered can only be letters 'a through z' / 'A through Z' / Numbers '0 through 9'. The only other restriction is that the Pass Phrase can not be longer than 100 Characters, and must be at least 1. Both of these lengths are automatically controlled by the software, meaning you MUST put at least one character in the Pass Phrase box, and it will not accept any more than 100.

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• What is Enhanced Online Security (EOS)?

  Enhanced Online Security is a new layer of security for gaining access to your accounts. The technology uses computer forensics to identify the computer in which you are attempting to log into Internet Banking with. The computer is one that you have registered (typically your home computer, but could also be a second or third computer as in the case of a work computer). However, we suggest that you never register a public computer, such as one that is located in an Internet Cafe. Enhanced Online Security (EOS) combines what you know, an Access ID and Password with something you have, a registered computer.
  
  The new system will only present you with an Access ID box for authentication when you first attempt to logon (contrasted to the Access ID and Password boxes presented in the past). Once you have entered your Access ID, EOS will then examine your computer to determine if the Access ID and the computer match to what was registered. If there is a match, you are then presented with a Picture (that was assigned to your account during enrollment - but can be changed at a later time) and the "pass phrase" that you entered during that same enrollment process. (Note: The "pass phrase" and picture can be changed during future logons. For more on this please see the FAQ below "How do I Change My Security Data"). If the picture and "pass phrase " match, then you can proceed to enter your password to complete the logon. If they do not match, do not enter any other information and contact the bank during business hours.

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• How do I Change My Security Data?

  You must be logged into Online Banking in order to change any of your security information.
  
  To Change your "Pass Phrase" or "Challenge Questions/Answers" - Move the mouse over the " Options" button and select from the menu that pops up, the option entitled 'Change Security Data'. A new screen will be displayed where you can change any of your Challenge Questions and Answers, Pass Phrase, or even the Image associated with your Account.
  
  To Change your Image - follow the above step to access the Change Security Data section; then select the link located under your image called "Change Image". See the following FAQ "How do I Change My Image" for more information on how to browse images and select a new one.

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• How do I Change My Image?

  You must be logged into Online Banking in order to change any of your security information.
  
  To Change your image - Move the mouse over the " Options" button and select from the menu that pops up, the option entitled ' Change Security Data'. A new screen will be displayed where you can change the Image associated with your Account. Select the link located under your image called "Change Image".
  
  Use the screen that follows (after clicking the link) to select an image that you would like. In this version of the software there are over 30,000 images to choose from! Use the categories to help narrow your image search - such as Sports & Leisure, Food & Beverages or even Travel & Culture to name a few.
  
  Use the Remember Image checkbox to save on the selection screen up to 8 different images from different categories, to decide which one you like the most at a later time. Checking the box will save the image in that location, while clicking the " More Images" button will continue to display images in the remaining slots for the category you are searching.
  
  To Save a new image as your image for logging on, click the image itself, and the change will be made.

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• What is a Pass Phrase?

  A "Pass Phrase" is a unique combination of words, letters, or numbers; in our system your pass phrase is something that you pick. For example you might write a small caption for the image that was displayed - such as "fluffy cat" for an image that may have been displayed of a cat. The pass phrase is unique to you, and will be displayed with your image, after you have entered a valid Access ID and are logging in from a registered computer.

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Debit Cards - General Questions

• What is the Quickdraw® card used for?

  Your Quickdraw® card is tied to your Bank of Utica account, which could be a checking, money market or savings account.
  
  ATM (Automatic Teller Machine) - Your Quickdraw® card can be used at ATMs for cash withdrawals, balance inquiries and transfers.
  
  POB (Point of Banking)- Your Quickdraw® card can be used at non-bank locations most often found in a supermarket, usually at the service counter, in which the store clerk can act as a bank teller to aid you in completing your transaction. Withdrawals, transfers, balance inquiries and deposits are allowed. You may also cash payroll and personal checks and receive cash back from check deposits.
  
  POS (Point of Sale) - Your Quickdraw® card can also be used at retail sale locations which allow you to pay for your purchases by using your card and PIN or signature.
  
  Your Quickdraw® card also can be used like a credit card, except that the amount of your purchase is subtracted from your checking account balance instead of being charged to a credit card line of credit.
  

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• How is my PIN set?

  When your card is issued, you will be asked to sign it. You will also be mailed a four-digit Personal Identification Number (PIN) in a separate envelope. If you would like to change the PIN that has been mailed to you, you can come into the Bank and select a new PIN of your choice. No one else should know your PIN, not even the Bank. When you select a new PIN, the Bank is given an offset number, not your PIN, so this keeps it private to you.

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• What is my daily cash withdrawal limit?

  $600

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• What is my daily limit on purchases?

  $5000
  

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• Are there fees charged when using my Quickdraw® card?

  There are no fees charged by Bank of Utica when using your Quickdraw® card. When using an ATM not owned by Bank of Utica, that bank may charge a fee that we cannot control.

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• Is my check credit line of credit available on my debit card?

  Yes and you can use it like a credit card. Our check credit line offers a low interest rate compared to most credit cards which have higher rates.

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• If I have a joint account with someone, do we share one card?

  No. Cards may be issued to each depositor, with different card numbers, whose signature appears on the signature card for the account. Each card should be signed by the depositor to whom it is issued and should not be shared with anyone.

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• What do I do when my card expires?

  Your card has an expiration date on it. Shortly before the card expires, you will receive a new card. It will have the same card number and PIN as your current card. After the expiration date, you will not be able to use the old card.

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Debit Cards - Using your Card

• How do I activate my card?

  Call the toll free number on the front of the card to activate your card, (800) 862-0760.

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• How do I change my PIN?

  You can change your PIN at the Personal Banking Department at Bank of Utica. You can also change your PIN at Bank of Utica ATMs, located in the 3rd lane of our drive-through or in the lobby of the Hotel Utica.

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• Can I make deposits using my Quickdraw® card?

  You cannot make deposits at ATMs. You can make cash or check deposits at POB locations.

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• Can my card be used anywhere in the US?

  Your Quickdraw® card can be used anywhere in the US where VISA® is accepted. It can also be used at any ATM that is a part of the following electronic banking networks: ACCEL/Exchange®, Cirrus®, NYCE®, and VISA®. You may also be able to use other networks.

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• Can my card be used in a foreign country?

  Yes. The currency exchange rate is done automatically for you. However there may be a select few countries that are blocked due to significant fraud. If you are traveling overseas, you may want to call Bank of Utica to confirm your Quickdraw® card will work in the areas you are traveling in.

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Debit Cards - Transaction Questions

• When do withdrawals, purchases, or transfers made using my Quickdraw® card post to my account?

  As soon as withdrawals, purchases or transfers are completed, they post immediately to your account. Your account balance is immediately adjusted to reflect the debit.

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• When do deposits made using my Quickdraw® card post to my account?

  If you make deposits at POB locations (see "What is the Quickdraw® card used for" above), which will post to your account as follows:
  
  If you make a deposit during business hours on a business day, it will post approximately 7 p.m. that day.
  
  If you make a deposit after business hours or on a weekend or holiday, it will post approximately 7 p.m. the next business day. For example if you make a deposit 8 p.m. Friday and Monday is a holiday, your deposit will post approximately 7 p.m. Tuesday night.
  
  You cannot make Quickdraw® card deposits at ATMs.

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• What do I need to know about business days?

  For purposes of using your Quickdraw® card, a business day runs from 4:45 p.m. to 4:44 p.m. the next day. As soon as you make a purchase or withdrawal, the balance available on your card will be immediately lowered by that amount. However, it may take up to three days for the transaction to be presented to the bank for posting to your account. For example if you use your Quickdraw® card at a gas station, they may post a small amount on your account (e.g. $1.00), however up to three days later the full amount of your purchase will post to your account. At the same time the $1.00 transaction will be removed from your account.

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• What do I do if there is a transaction on my statement that I did not make?

  Immediately call Bank of Utica during business hours at (315) 797-2761 to report the transaction. After business hours, if you suspect it was due to fraudulent activity, call (800) 472-3272 to deactivate your card, then during business hours call Bank of Utica.

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• If transactions I do make are not registering, what do I do?

  Call Bank of Utica during business hours at (315) 797- 2761 and report this problem.

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• At an ATM, why is there more money available than what is in my account?

  If you have check credit, it shows your available balance including check credit. For example, if you believe you have $500.00 in your account, and have a check credit line of $1,000.00, your total available balance would show $1,500.00.
  

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• Am I limited in the number of transactions I can make?

  If the card is tied to your checking account, unlimited transactions are allowed.
  
  If the card is tied to your money market account, cash withdrawals are unlimited. However federal regulations limit only 6 other types of transactions per month, which include purchases, deposits and transfers.

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Debit Cards - Security and Maintenance

• What if I suspect my PIN is known by someone else?

  Notify Bank of Utica immediately by calling us (315) 797-2761 so we can reissue you a new card with a new PIN. After hours call (800) 472-3272 to deactivate your card, then call Bank of Utica to reissue your card.

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• What if I lose my card or my card is stolen?

  If you lose your card, call Bank of Utica during business hours at (315) 797-2761, or after hours, call (800) 472-3272 to deactivate your card, and then call Bank of Utica to reissue your card for a $5 fee.

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• If my card is damaged or worn down, how do I reorder a card?

  To reorder a card, call Bank of Utica at (315) 797-2761, so we can reissue you a new card.

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