The
State Bank Group
Online
Banking Frequently Asked Questions
Question
#1
Exactly what equipment and software do
I need to access The State Bank Group Online Banking Services?
Answer:
You will need an Internet Service
Provider (ISP), a 28,800 baud or faster modem and browser software which
supports Secure Socket Layer (SSL) 128-bit encryption. For best results, use at
minimum Microsoft Internet Explorer 11.0, or another browser of your choosing. Ensure you are using to most recent version
of the browser of your choice to ensure your safest online banking experience.
Question
#2
Is the Internet safe and secure for
online banking?
Answer:
Yes. This is a common concern with
banking and commerce on the Internet. Data on the Internet is safeguarded by
encryption as it moves between systems. Data residing on a system can only be
accessed by using an authorized Sign-On ID and Password.
Any kind of breach of security of our systems would be a serious business issue
for any financial institution. Our success depends on our ability to manage
these systems safely and to continue to earn your trust as our customer. Please
be assured that we take every measure possible to protect your financial information.
You can help safeguard your information and the banking systems by protecting
your Sign-On ID and Password. A proper complex combination of your Sign-On ID
and Password is the only way to get access into your account. Please be careful
to keep this information secure.
Question
#3
Can anyone else see my account
information? Is it out in the public?
Answer:
Your online account information is
available through access methods, which have been rigorously tested for their
security. This information is not public. Only you can access your information
using your Sign-On ID and Password.
Question
#4
What if The State Bank Group Online
Banking Services goes down? Will my transfers go through?
Answer:
If The State Bank Group Online Banking
Services were to go down, you can be assured that any transaction which had
already been processed, prior to the system going down, went through. If you
were in the middle of transfer and there is some question as to whether the
system has received the request, you can verify the transaction when the system
is back up. When The State Bank Group Online Banking Services is unavailable,
you can use our voice banking system or call our customer service department
during our regular banking hours to verify the status of your online activity.
If you were in the middle of a future dated transaction, you may refer to the
Transfer Listing screen to verify if it is listed. In any case, you can feel free
to contact the bank to ensure your transaction request has been accepted.
Question
#5
What type of accounts can be accessed
using The State Bank Group Online Banking Services?
Answer:
You
can access the following types of accounts:
·
Checking
·
Savings
·
Certificates
·
Money
Market Accounts
·
IRAs
·
Line
Of Credit
·
Loans
Question
#6
How current is my account information?
Answer:
All transactions and balance updates
are performed in real time. So any transactions you perform today that change
your balance, e.g. deposits, cash withdrawals, will be reflected immediately.
Question
#7
What happens if I don't have enough
money in my account when a future dated transfer tries to post?
Answer:
The State Bank Group Online Banking
Services will send you a message to inform you of the system's inability to
process your requested transfer. Please contact
Customer Service should you have additional questions at 815-728-8000 during
normal banking hours, you may also send a message using the online banking
message service.
Question
#8
Does The State Bank Group Online
Banking Services work with standard accounting packages such as Quicken and Quickbooks?
Answer:
Yes, The State Bank Group Online Banking
Services offers an Intuit compatible file which can be download and imported into Intuit. Additionally, a standard Excel file or CSV file can also be downloaded and used for most accounting packages. Follow
the instructions of your accounting software on how to import these standard
files.
Please contact your software vendor for specific file format requirements.
Question
#9
I can view other areas of The State
Bank Group's web site but I can't get into The State Bank Group Online Banking
Services. What's wrong?
Answer:
If
you are able to view other areas of our web site, but are unable to access The
State Bank Group Online Banking Services, it may indicate that you are having a
problem accessing secured sites in general. Both your browser and Internet
Service Provider must support secured sites. Refer to the requirements for
using The State Bank Group Online Banking Services Banking. Using other
browsers may prevent access to The State Bank Group Online Banking Services.
Another reason that you might not be able to access The State Bank Group Online
Banking Services is that the cookies option on your web browser may not be
enabled. In order to enter the secure encrypted site your browser must accept
the cookies. To Enable cookies for Internet Explorer 11.0 or higher:
·
Click
on start
·
Click
on setting
·
Select
control panel
·
Click
on "Internet Options" icon
·
Click
on the tab marked "security"
·
Click
on "custom" level
·
Scroll
down to cookies and click the radio button
Question
#10
Is there a charge for using The State
Bank Group Online Banking Services?
Answer:
At this time there are no fees charged
for using The State Bank Group Online Banking Services. This may change as additional services become
available.
Pop Money services have associated
fees and vary depending on options you select.
Please review all associated fees with Pop Money carefully before using
Pop Money services.
Question
#11
Is bill payment available on The State
Bank Group Online Banking Services?
Answer:
Yes, The State Bank Group Online
Banking Services has bill payment services.
Please note the fee schedule related to bill payment. Fees related to bill payment services are
subject to change as new services or enhancements become available.
Question
#12
Can I see debit card information
within The State Bank Group Online Banking Services?
Answer:
All debit card transaction information
is available in real time to our online banking customers.
Question
#13
Can I use The State Bank Group Online
Banking Services worldwide?
Answer:
You may use The State Bank Group
Online Banking Services from any location throughout the world where you can
establish an Internet connection. However, there are certain restrictions on
the export of browser encryption capabilities and use of The State Bank Group
Online Banking Services in embargoed countries. Please refer to The State Bank
Group Online Banking Services Access Agreement for further information about
service limitations.
Question
#14
How can I view my check images?
Answer:
Check images are available in The
State Bank Group Online Banking Services by clicking on the check numbers in
your account Transaction Register.
History of checks prior to May 22, 2017 are not available due to
upgrades made to the online banking system.
Images requested prior to this timeline are available for a fee and are
subject to document retention restrictions.
Question
#15
Is there mobile deposit and what are the limits?
Answer:
Yes, we have mobile deposit. An informative FAQ can be found on our website regarding limits and other questions you may have about the service. When you sign up for mobile deposit, a terms and conditions notice is presented to you. http://www.thestatebankgroup.com/mobile-deposit
Question
#16
When are my check images available and do I have to pay to view check images?
Answer:
A check image is usually available by
the end of the day on which the check clears. The image will be available for
90 days. There is no charge for this service.
For checks presented against insufficient funds, images are available only on
the day they are presented. These items may be returned unpaid. Please
contact a Customer Services Representative at 815-728-8000, to discuss the
payment or return of these items.
Question
#17
Why is there not a check image for one
of my checks?
Answer:
There may be instances when a clear
image is not available for a particular check. On these occasions, you may
request a paper copy of your check to be sent to you through the mail. To request a copy of your check, please
contact a Customer Services Representative at 815-728-8000, or use the message
service within the online banking services.
Fees may be applicable for copies of checks. Please see our fee schedule.
Question
#18
Are there images available for checks
converted to ACH (electronic) transactions?
Answer:
No. When a check is converted to an
ACH transaction, the check is destroyed and the transaction is considered to be
electronic going forward.
Question
#19
How can I print a copy of my check
image?
Answer:
To print your check image, simply
click on the print button in the browser window containing the check image. The
size of the print image is determined by your browser settings.
Question
#20
Who can I contact with questions about
my check images?
Answer:
The State Bank Group Customer Service
Representatives are available during our regular banking hours to answer any
questions you may have about your check images. Simply call 815-728-8000, or
send a message using the message services within online banking.
Question
#21
Why is my online banking experience
changing?
Answer:
To make your online banking experience
as secure as possible, we may periodically introduce enhanced security features.
Most of the time your online banking experience will be the same as it was before. Occasionally, an extra layer of security may
be working behind the scenes to protect you. The new security may—very
infrequently—briefly prompt you to verify your identity before continuing. This
means you can now bank online with a renewed sense of confidence.
Question
#22
What is this new security feature?
Answer:
We know when and from where our
customers typically conduct their online banking. If we detect any activity
that does not seem like your typical behavior, we will prompt you to further
verify your identity—so that we can ensure it is you and not someone else
trying to access your information. This will only happen on rare occasions.
Normally, you will not be asked for any additional information. For example, if
someone tries to sign in with your user name and password from a computer in a
foreign country shortly after you have logged off from your normal computer at
home, we may decide to verify that it is really you trying to access your
account.
Question
#23
How do I sign up for the new security
feature?
Answer:
Expect to be prompted at some point
while banking online to enter some additional information. This will include
choosing several security questions that only you know the answers to. Once
you’ve responded, you will have added another layer of protection to your
online banking!
Question
#24
Will I be charged for additional
security features?
Answer:
There is absolutely no cost associated
with new security features.
Question
#25
When will I be asked for more
information?
Answer:
You will first be prompted to enter
your information when you set up your security information. After that, you
will only be prompted to enter additional information when your sign-on
activity appears to be unusual or uncharacteristic of your typical behavior.
Question
#26
What additional information will I be
asked?
Answer:
If any unusual or uncharacteristic
behavior is detected, you will be asked to answer several of the security
questions you chose.
Question
#27
What is unusual or uncharacteristic
behavior?
Answer:
Uncharacteristic or unusual behavior
is anything that appears different from the way you normally bank online. If
the action being requested does not appear to be something you would normally
do, we will ask you to answer several of the security questions you chose to
make sure it is really you and not an unauthorized user.
Question
#28
Will I be asked for more information
all the time now?
Answer:
No, you will only be asked for more
information when unusual or uncharacteristic behavior is detected. This will
most likely be a very rare occurrence.
Question
#29
How are you able to detect unusual or
uncharacteristic behavior?
Answer:
The security system takes into account
factors such as the computers you typically use to access your account or the
typical security settings for your computer. Hundreds of factors like these
create a unique profile that allows us to decide whether the person conducting
a given banking activity appears to really be you.
Question
#30
How do I know the identity
verification feature is working?
Answer:
You only need to complete the set-up
process once. Then the new security feature works automatically, which means
you are being protected every moment—when you are online and more importantly
when you are not.
Question
#31
Is my personal information still safe?
Answer:
Yes. In fact, your personal
information is safer than ever before because we are making sure it is really
you and not an unauthorized user trying to access your information.
Question
#32
How will this help prevent online
fraud?
Answer:
If your user name and password are
stolen, the thief would have to answer your security questions correctly to
access your information. If the thief is unable to provide this information,
the activity will be blocked. This added layer of security helps us protect
your information.
Question
#33
I check my account very often.
Wouldn’t I know if something unusual showed up on it?
Answer:
It is always a good idea to regularly
monitor your account for any unusual activity (like payments you didn’t make).
This security feature helps prevent those incidences from ever occurring, so
when you check your account everything is exactly how it should be.
Question
#34
I share my computer with someone who
has their own account. Can both of us still log in from this machine?
Answer:
Yes, you can both use the same
computer to log in to your individual accounts. There is no limit on how many
people can log in to the website from the same computer.
Question
#35
I already have anti-virus software and
a personal firewall. Why do I need this?
Answer:
It’s very important to have anti-virus
software and a personal firewall. Be sure to keep both of these programs
updated for the best possible protection against viruses, Trojans, and hackers.
This new security feature protects against other kinds of threats such as a
stolen user name and password. It complements your other personal security
programs, but it does not replace them.
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