Online Banking and Bill Pay FAQ
Services
What features and services does Standard Bank Internet Banking provide?
What types of accounts and data does Standard Bank Online Banking include?
Are my statements and checks available on Online Banking?
How do I retrieve my Statements?
How do I retrieve a check image?
How do I set up Account Alerts?
Sign-on
How do I sign on to my new account?
What should I do if I forget my password?
Using Your Account
Which browser should I use?
How do I remove an account from Standard Bank Internet Banking?
How long does Standard Bank Internet Banking store my records?
What happens if I do not use my Standard Bank Internet Banking account?
How do I terminate the use of this service?
How secure is banking on the Internet?
Who do I contact if I have questions regarding security or privacy?
Is my account data safe?
How does Standard Bank Internet Banking protect my Access ID and password?
What is Multi-Factor Authentication?
Error Reporting
What should I do if I notice inconsistent or wrong data?
What do the errors in the Standard Bank Internet Banking Log mean?
Online Bill Pay
What is Online Bill Payment?
How much does the new Standard Bank Bill Pay cost?
When will payments be sent using Standard Bank Bill Pay?
Can I add a merchant and pay them immediately?
What record will I have of my payments?
What if I have a problem with a payment?
How are the totals for Payments for Today $0.00, Month $0.00, Beyond $0.00 calculated for my Bill Payments?
What is the Payment Calendar?
Other Questions
When is Online Banking available?
When I conduct a transaction via the Internet, when will my updated account information post?
What is the difference between my Ledger Balance and Available Balance?
Can I do a funds transfer between all my accounts?
What is the cutoff time for Funds Transfers?
What is the difference between a Scheduled Transfer and an Express Transfer?
How does check reordering through Deluxe work?
What features and services does Standard Bank Online Banking provide?
Standard Bank Online Banking functionality includes:
- Detailed account statements for internal online accounts.
- Perform immediate, future, and recurring transfers online between your internal accounts.
- Perform immediate, future, and recurring Bill Payments online from your internal accounts.
- Download your information into Quicken, Quickbooks or Microsoft Money.
- Place and inquire on a Stop Payment.
- Order Checks Online
- Contact information.
Return to the Top
What types of accounts and data does Standard Bank Online Banking include?
The following table outlines the types of accounts and data that Standard Bank Online Banking includes:
|
Account Type
|
Account Data
|
|
CDs
|
Date last log in, Last update, Balance, Transaction information, Account nickname
|
|
Checking and Money Market
|
Date last log in, Last update, Balance, Available balance, Transaction information, Account nickname
|
|
Nontaxable Investments, such as Retirement Accounts
|
Date last log in, Last update, Balance, Available balance, Investment summary for each fund, Contribution summary, Transaction information, Account nickname
|
|
Savings
|
Date last log in, Last update, Balance, Available balance, Transaction information, Account nickname
|
Return to the Top
Are my statements and checks available on Online Banking?
Yes – your statements are available for the past 32 months. Your transaction history and check images are available as of July 2008.
Return to the Top
How do I retrieve my Statements?
Statements are available under the "Documents" Tab on Online Banking.
Return to the Top
How do I retrieve a check image?
If the check is listed under either the Current Statement or Previous Statement Transactions Tab, just click on the Check Number link to retrieve a copy of the front and back of your check.
If the item is from a previous statement, click on the Transactions Menu and enter the Check Number in the Image Search Box. If you are unsure if the Check Number, please access your previous statements to verify the check posted to your account and to acquire the Check Number.
Return to the Top
How do I set up Account lerts?
If you’d like to set up Account Alerts, so an email message will be sent to your email address, you may set these up through Online Banking:
- Log into Online Banking
- On the Accounts page, under Messages, choose New, next to either for Checking, Savings, Certificate of Deposit or Loans
- Choose one of the Notifications (other than Mobile Notifications)
- Click NEXT and enter all the required information
- Your email address should already be prefilled in the E-mail Address field
- Click SUBMIT
- Click on the ACCOUNTS tab to return to the main page
To review which Alerts/Messages you have set up, click on either Checking, Savings, Certificate of Deposit or Loans under Messages.
Account Alerts currently available include:
- Checking Daily Balance
- Checking Minimum Balance
- Direct/ACH Deposits – Checking
- Savings Daily Balance
- Savings Minimum Balance
- Current Business Day Trans – Checking or Savings
- Checking, Savings, Certificate or Loan Transactions
How do I sign up for Online Banking?
You can sign up for Standard Bank Online Banking by clicking on the Sign Up button on the Standard Bank Internet Banking Login page and then following the directions listed on the Web pages.
Return to the Top
What should I do if I forget my password?
If you forget your password, you can click the Did you forget your password? link
on the Standard Bank Online Banking Login page. You then must complete the following steps:
- You must enter your Standard Bank Online Banking Access ID. Your password will be sent via email.
- After you create a new password, you can sign on to Standard Bank Online Banking. Please remember to change your password the next time you sign on.
Alternatively, you can contact a Standard Bank Online Banking customer service representative, at 866-499-BANK (2265), who can reset your account password after you answer your Secret Question.
Return to the Top
Which browser should I use?
For optimal results, you should use either Internet Explorer 5.5 or Firefox 2.0 running on Windows. You should specify a screen resolution of at least 800X600, but 1024x768 is recommended.
Return to the Top
How do I remove an account from Standard Bank Online Banking?
You cannot delete access to any of your accounts held at Standard Bank and Trust Company. All of your accounts with Standard Bank and Trust Company will be displayed.
Return to the Top
How do I terminate the use of this service?
If you wish to terminate your access to your personal accounts with Standard Bank and Trust Company, please contact us at 866-499-BANK (2265).
Return to the Top
How long does Standard Bank store my records?
Standard Bank stores your aggregated account data indefinitely, as long as you have an active Standard Bank account. It removes your data when your service is canceled, either by your request or after 180 days of inactivity.
Return to the Top
What happens if I do not use my Standard Bank Online Banking account?
If you do not use Standard Bank Online Banking for 180 days, your account will be deactivated.
Return to the Top
How secure is banking on the Internet?
Internet banking is safer than most credit card transactions because Standard Bank Online Banking and Bill Pay uses several layers of security. The Standard Bank Online Banking and Bill Pay data resides behind a firewall that is protected from unauthorized entry. In addition, all sensitive data is encrypted in the data warehouse and sessions are protected by your password and the security built into your browser. Please visit our Security Center for more information on how we protect your information.
Return to the Top
Who do I contact if I have questions regarding security or privacy?
You can either review Standard Bank Online Banking online Security and Privacy Policies or contact a Standard Bank Internet Banking customer service representative with specific questions.
Return to the Top
Is my account data safe?
Yes, Standard Bank Online Banking uses advanced security technology to ensure that your account data is protected. All sensitive account data is encrypted when it is stored in the Standard Bank Internet Banking data warehouse, as well as when it is sent to your Web browser. Your Standard Bank Internet Banking sessions also are password protected, so that your account cannot be accessed without your password.
Return to the Top
How does Standard Bank Online Banking protect my Access ID and password?
Standard Bank Online Banking stores and transmits your sensitive account information in an encrypted format. Additionally, Standard Bank Internet Banking stores your aggregated data in a secure environment behind a firewall.
Return to the Top
What is Multi-Factor Authentication?
Standard Bank and Trust is proud to deliver the highest level of security for our Online Banking customers. An additional layer of security has been added to our log in process to both our Consumer and Business Online Banking Services. This will help ensure that your information is secure, protecting you from fraud and identity theft.
Nothing within either service has changed, the only difference you will notice is the actual login process. Click here to learn more about how Multi-Factor Authentication will help protect your account information.
Return to the Top
What should I do if I notice inconsistent or wrong data?
Please contact Standard Bank and Trust Company at 866-499-BANK (2265).
Return to the Top
What do the errors in the Standard Bank Online Banking Log mean?
If you click on the View Log button next to an account on the Account Summary page, you can view the log for that account. The following table lists the errors that can occur:
|
Error Type
|
Description
|
|
General Access Error
|
There are many possible reasons for a General Access Error, including problems with your Internet service provider, memory-related problems with your computer or problems with the Standard Bank Internet Banking system. You should try to log in to your account again and if you still get an error, you should
|
|
Timeout Error
|
Your session timed out. You should try to log in again; if the problem persists, you should
|
ERROR OCCURRED
A Security Error has occurred as a result of one of the following reasons:
-
You may have pressed the browser’s Back, Forward or Refresh Buttons
-
An Inactivity Timer has been reached and your Online Session has expired
-
You may have double-clicked on a Link
Return to the Top
What is Online Bill Pay?
Standard Bank Bill Pay is an optional service offered only in conjunction with the Standard Bank Online Banking Service, whereby, via your personal computer over the Internet, you may authorize, from any checking account you designate and on which you have bill payments to merchants. You tell us what merchants you want to pay, and we add these merchants to your personal merchant list. When you want to pay a bill, you just specify which merchant to pay, which checking account to use, and the date to process the payment. It's easy and fast. No checks to write, no envelopes to address and no stamps to lick. The following limitations apply:
- Bill payments may be made only to merchants within the United States.
- Recurring bill payments may be scheduled for the same day every month but they must be for the same dollar amount and from the same checking account you designate as your "primary" account.
- The payment of taxes or court directed payments are not permitted.
- Bill payments will not be made if funds in the designated checking account or available overdraft credit line are not sufficient to make the payment on the business day you have scheduled. If a payment is not made due to insufficient or unavailable funds, you will be notified via email, sent to the email address we have 1on record on our Bill Pay System.
- Transfers from a Money Market Account to another account or to third parties by preauthorized, automatic, or telephone transfer are limited to six per statement cycle with no more than three by check or similar order to third parties.
- Transfers from a Savings Account to another account or to third parties by preauthorized, automatic, or telephone transfer are limited to six per statement cycle.
- Transactions involving a line of credit will be subject to your loan agreement and disclosures.
Return to the Top
How much does Standard Bank Bill Pay cost?
Standard Bank Bill Pay is free. There may be other account fees you are responsible for, and it does not include any costs associated with your Internet service provider.
Return to the Top
When will payments be sent using Standard Bank Bill Pay?
If you select the current day’s date as your Process Date and submit your payment request prior to 1:00 PM Central Time on a business day (Monday-Friday, excluding holidays), your payment will be sent that business day. If your today's date request is made on a non-business day or after 1:00 PM Central Time, the payment will be processed and sent the following business day.
If you choose to process a payment on a future date, the funds will be withdrawn from your account on that day, and sent the following business day. If you select a Process Date that is a non-business day, the payment will be processed, along with the funds withdrawal, that day and the payment will be sent the 2nd business day following that.
The most important point that will ensure your bills are paid on time is the Process Date you select. This date must be at least ten business days before the actual "payment due date", not the late date and/or grace period.
Return to the Top
Can I add a merchant and pay them immediately?
By clicking the Add Merchant button, you can add a merchant to your merchant list so you can pay a bill immediately.
Return to the Top
What record will I have of my payments?
A history of your bill pay transactions will be retained on Internet Banking. We’ll also list your bill pay transactions on your checking account statement. You’ll have a quick reference with date and amount of every payment.
Return to the Top
What if I have a problem with a payment?
First, contact the merchant/payee directly to verify that the payment has not been received. Next, confirm that your payment was processed by using the Payment History option. View the payment details and select Research Request to initiate a payment Investigation.
Return to the Top
How are the totals for Payments for Today $0.00, Month $0.00, Beyond $0.00 calculated for my Bill Payments?
Payment totals are calculated according to your Payment Calendar, as follows:
- Today are Payments for today.
- Month are Payments for the rest of the calendar month (excluding today).
- Beyond are all payments beginning the next calendar month.
Return to the Top
What is the Payment Calendar?
The 5-week Payment Calendar displays the current week, the previous two weeks, and the following two weeks.
The current day will always display in the middle week of the calendar when you click on Payment Calendar. Your payments will be displayed on their scheduled day. A scheduled, recurring payment is displayed only on the first scheduled payment date. The next payment in the series does not appear on the Payment Calendar until after the first payment is processed.
Return to the Top
When is Internet Banking available?
Internet Banking is available 24 hours a day, 365 days a year. Typically, the system is taken offline on a nightly basis for approximately 1 hour between 1:00 AM and 4:00 AM CST, for updating.
Return to the Top
When I conduct a transaction via the Internet, when will my updated account information post?
Although you can access your account information at any time and perform transactions between your accounts, your transactions are not posted "real time." Banking transactions will not be reflected in the Ledger Balance until the application's posting the next business day. Transactions will be reflected in the Available Balance.
Return to the Top
What is the difference between my Ledger Balance and Available Balance?
Your Ledger Balance is your beginning of the day balance. Your Available Balance is your beginning of the day balance plus or minus "Today's Credits" or "Today's Debits". For example: Your uncollected ledger balance is $100, Today's Credits total $25 (you deposited $25 cash at your branch), and Today's Debits total $10 (you took out $10 at an ATM). Your available balance would be $115. Note: Other Transactions may be credited/debited to your account throughout the day.
Return to the Top
Can I do a funds transfer between all my accounts?
You can transfer funds between all of your deposit and/or loan accounts, excluding Time Deposits, IRA's and Commercial Loans.
Return to the Top
What is the cutoff time for Funds Transfers?
The cutoff time for Funds Transfer is 6:00 p.m. An Express Transfer made prior to 6:00 p.m. will be processed on the current business day. An Express Transfer made after 6:00 p.m. CST will be shown as a pending transaction, it will be reflected in your available balance, but will not be posted to your account until the following business day.
If you would like your transfer to be processed immediately, please use the Express Transfer Option. Using the Scheduled Transfer Option may result in processing the credit the following business day.
Return to the Top
What is the difference between a Scheduled Transfer and an Express Transfer?
Express Transfers are one-time transfers, processed immediately. An Express Transfer made prior to 6:00 p.m. CST will be processed on the current business day. An Express Transfer made after 6:00 p.m. CST will show as a pending transaction, it will be reflected in your available balance, but will not be posted to your account until the following business day. Changes cannot be made to Express Transfers once your request is submitted.
Scheduled Transfers can occur either one-time or on a recurring basis. If you would like your transfer to be processed immediately, please use the Express Transfer Option. Using the Scheduled Transfer Option may result in processing the credit the following business day. Changes can be made to Scheduled Transfers prior to the 6:00 p.m. processing time on the scheduled day.
Return to the Top
How does check reordering through Deluxe work?
You can only use the check reordering function to order checks directly from the Deluxe Check website. You will be able to select the style, design and quantity of your checks. Your account will be debited for the total price of the check order.
If you have any other questions, feel free to contact us toll-free at (866)499-BANK (2265).
Return to the Top