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?

Answer:

The State Bank Group Online Banking Services can be downloaded into a standard excel file or CSV file and imported into 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

Do I have to pay to view my check images?

Answer:

There is no charge for this service.

Question #16

When are my check images available?

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.

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.