Online Services FAQs
What is Online Banking?
Online banking gives our customers a secure and convenient way to access their accounts anytime an online connection is available.
Functions available with Online Banking include:
- View and print information on each of your accounts, including loans.
- View and print transactions that have cleared your account.
- Sign up to receive Electronic Statements to save on paper clutter.
- Confirm deposits, withdrawals, and checks that have cleared your account.
- Transfer funds between your accounts and make loan payments conveniently online.
How do I enroll in Online Banking?
You can stop by any of our locations to fill out an application, or you can click here to fill out an application online. You will receive your Online Banking ID and PIN by mail in 7-10 business days.
I know that I am using the correct Online Banking ID and PIN, but I still cannot get in. What is wrong?
You could be locked out.
If it is during business hours, you can call 906.482.0404 extension 1014 and a Online Banking specialist would be happy to assist you with this. Or you can email firstname.lastname@example.org and someone will get back to you to fix the problem.
Another issue may be that your account has gone dormant. For security reasons, all Online Banking accounts are set to go dormant if they have not been logged into for 180 days. To have your account reactivated, you must call or speak with an employee at the bank.
Is there a charge for using Online Banking?
Online Banking for our personal account customers at SNB is absolutely free. Depending on the services utilized, business customers may incur some fees. To determine what you are eligible for, please contact us today.
How do I use Online Banking?
Once you receive your Online Banking ID and PIN and get logged in, you will see a listing of each of your accounts and the balances in them. Please see our User Guides for more detailed instructions on performing different functions.
What do I do if I get an error message while using Online Banking?
If you receive an error message while using Online Banking the first thing we suggest is closing out of your Online browser and trying to log on again. If the error persists, write down the message you receive, the day and time, and the error code. If during business hours, call us at 906.482.0404 extension 1014. If it is after-hours, questions can be emailed to email@example.com and someone will get back to you the next business day.
I got a run-time error/ script error. Now what do I do?
Clear your cache. Instructions vary due to the internet browser you are using, but generally you can go to the Tools menu and select Internet Options. Once there, follow the steps to delete Cookies or Browsing History. You will need to close your current browser and reopen a new session. If the problem persists, contact us.
What happens if I don’t log off the system?
Online Banking has an automatic log-off after ten minutes of inactivity. You will be prompted with a warning message that the connection will be lost if you do not continue your session.
Can I access Online Banking from different computers?
Yes. However, if you access Online Banking from a computer that you have not previously used, you will be asked to answer a security question that you have set up. This is a security feature to verify your identity.
What does Multi-Factor Authentication (MFA) mean?
This means the security system will be monitoring your online banking behavior. For instance, the security system will collect data about the methods you use to access your online banking information; i.e. Do you access online banking at home or from work? It collects this data and establishes a pattern specific to you. It will analyze these patterns for a minimum of 30 days. Once the system has established a pattern for you, the MFA feature will prompt you to answer three verification questions. Whenever the MFA feature thinks you have varied from your established pattern, you will be prompted to answer 2 of your 3 verification questions to verify your identity. MFA also means you will be asked to select a picture to act as a confirmation that you are at Superior National Bank's website.
Are the answers that I supply to the security questions case-sensitive?
Answers are not always case-sensitive. The only time they would be is when you are trying to reset your Online Banking PIN.
What is the authentication image, and how does it work?
You will be prompted to select a picture to act as a confirmation that you are at the authentic Superior National Bank website. This picture will appear when you enter your personal ID prior to entering your PIN. After completing login, this image will also appear in the lower left corner of the account listings page. Once setup of your authentication image is complete, verify your picture each time prior to entering your PIN at each login.
Can I change my authentication image?
Yes, you can. While logged into Online Banking, you go to the “Options” tab, and then click on the image. This will bring up the available options from which you can change it to. Select the one you want, click Finished.
When will transfers show up in my account?
Transfers done before 7:15 p.m. will be made available on the current business day. If the transfer is done after 7:15 p.m., it will be available on the next business day.
How do I set up recurring transfers?
To set up recurring transfers, go to the drop-down menu next to the account you would like to set up the transfer and select “Transfers”. Once there, input the date you would like to start the transfer, the amount, and the frequency. Submitting will save this transfer. Recurring transfers will continue until they are deleted.
What do I do if I think someone may have gotten my log-in information?
Immediately sign into Online Banking and change your Online Banking ID and PIN. You can also call the Online Banking Department at 906.482.0404 extension 1014 for assistance.
Can I reset my own password?
Yes. To do this, navigate to the Options tab while signed into Online Banking. Scroll down to “Modify Login Information”, fill in the appropriate fields; submit. This can also be done while signing in. After you input your Online Banking ID, there is a link on the PIN page, “Reset Online Banking PIN”. Click here and follow steps to change PIN prior to logging in. You will need to answer a security question to complete this request; your answer is Case-Sensitive. The following conditions must be met when creating a new PIN:
- PIN must be between 6 and 12 characters,
- must have at least one alpha, numeric, and special character. Special characters include: +_%@!$&*~
- cannot use previous two PINs
How often will my password expire?
Passwords expire every 180 days. 14 days prior to expiring, each time you log into Online Banking, you will see a message making you aware of the future expiration of your PIN.
Can I change my Online Banking ID?
Yes. This is called an “Alias”. If you set up an alias on your account, you are able to log in with the alias or your original 12-digit ID number. To create an alias, navigate to the Options tab. Scroll down to “Modify Login Information”, and fill in the appropriate fields; submit.
Why don’t all of my accounts show up on the Account Listing Page?
If you are the primary or joint account holder on an account that is not showing up on the Account Listing page, simply call the Online Banking department at 906.482.0404 extension 1014 and someone will assist you with this.
How do I ensure that an account opened after signing up for Online Banking will show up on my Account Listing page?
At account opening, simply ask the customer service representative to ensure that this account will be added to your Online Banking account. If you forget to do this, call 906.482.0404 extension 1014 and a Online Banking specialist would be happy to help you with this.
How do I add or delete an account on my Online Banking page?
Simply call the Online Banking group at 906.482.0404 extension 1014 and a specialist can assist you with this.
How do I set up recurring transfers or recurring payments among my accounts at SNB?
To set up recurring transfers or payments you would select Transfers from the drop down list on the account listing page. Then click “New”, input the information, and follow the steps to complete.
Can I transfer funds from an account at SNB to another financial institution?
Yes. You would need to first complete a Online Banking Bank to Bank Application which is only available at our physical locations. Once you have returned that to us, an “Interbank Transfer” link will appear on the top of your main Online Banking page.
How much does Bill Pay cost?
There are no charges associated with using Superior National Bank's Bill Pay service. Bill Pay is available for all checking accounts that are connected to Online Banking.
How do I sign up for Bill Pay?
To get started with this service, indicate on your Online Banking application that you would like to be signed up for Bill Pay; provide the checking account number that you would like Bill Pay attached to. If you are interested in having Bill Pay on multiple checking accounts, please write each of them. If you would like to sign up for this service after you have already turned in your application, simply call 906.482.0404 extension 1014 or stop in any of our branch locations and that will be taken care of for you.
What are the types of payments available?
Payments can be made in either check or electronic form, depending on the company you are paying. Once you put in the business’ information, it will tell you whether payments will be processed electronically or in a check form.
Who can I pay using the Bill Pay feature?
Both businesses and individuals can be paid using this feature.
How far in advance should I set up a payment to ensure that it will be paid on time?
Payments made are processed twice a day; once at 3 a.m. and again at 1 p.m. If you initiate your payment after 1 p.m., it will be processed on the next business day. Please allow up to ten business days for the check to be received by the payee. Payments done electronically are processed on the same day they are set up; however, please allow at least three business days to reach the payee.
How are holidays and weekends handled with Bill Pay?
Bills do not get paid on holidays or weekends. If a previously scheduled payment falls on a holiday or weekend, it will be paid on the Friday prior to the weekend, or the last business day prior to the holiday.
How long can I add, delete, or edit a payment?
You can add, delete, or edit a payment up to 1 p.m. on the day the payment is scheduled to be sent.
How far in advance can a payment be set up?
A recurring scheduled payment can be set up in advance to continually be paid with an end date any time in the future. A one time payment can be set up to be sent up to five years in the future.
Can I set up recurring payments?
Yes. Payments can be set up in the following frequencies:
How many payees am I able to set up?
There is no limit to the number of payees a customer can have.
Can an existing payee that is already set up be edited?
The only thing that can be edited on an existing electronic payee is the alias name on the account and the account number. If you wish to change anything else, the payee must be deleted and re-added. All fields can be edited on a payment made in check form.
What is the maximum payment amount?
Electronic payments have a limit of $499,999.99. Check payments have a limit of $9,999,999.99.
Can I place a stop payment for Bill Pay items paid in check form?
Yes. After the check is processed, the payment history will show the check number for that payment. The stop payment would be added in the same way as a regular check that you had written out of your checkbook.
Can an electronic payment be deleted once it has been processed?
No. Once the payment is processed, it will be sent to the payee. It will be up to you to contact the payee for a refund.
When do funds for payments debit my account?
For an electronic payment, funds are debited from your account at the time payment is processed (3 a.m. or 1 p.m. each business day). For check payments, funds are debited when the check clears.
Are checks drawn on my account?
Yes. All checks issued through Online Banking Bill Pay are encoded just as if they were a check from your own checkbook. The signature line on the check is usually printed as “Signature on File” or “As Authorized by Accountholder”.
What will happen if I do not have sufficient funds for a payment?
Check payments are received in the bank’s incoming cash letter, just like a regular check. If the item will overdraw the account, it will be treated just like a regular check that you have written out of your account.
Electronic payments are verified for funds availability during processing. If the funds are not available, the payment will not be made and you will receive an NSF message after processing. The payment will be attempted again at every processing time until either you have the funds available, or the payment is deleted.
How long will payment history be viewable online?
Payment history for both active and deleted payees is available for 19 months.
Can I view and print a copy of paid bill payment checks?
Yes. They will be available for viewing/printing as soon as they clear your account.
Who do I contact if there is a problem with one of my bill payments?
You can email firstname.lastname@example.org or call 906.482.0404 extension 1014 and someone will get back to you during the first available business day.
How do I enroll in Mobile Deposit?
While logged into SNB’s Mobile Banking App, click on the “Options” menu. Under the Internet Banking section, you will see Mobile Deposit, click that link. You will need to be upgraded to the most recent version of SNB’s Mobile Banking App in order to see this option. The system will take you through a step-by-step process of enrolling at which you will be asked to enter your phone number, email address and account number. After agreeing to the Mobile Deposit User Agreement (found by way of the “MORE” section of the app) your enrollment request is then sent to an SNB representative for review. Once reviewed, you will receive notification by email and by text message.
I do not have the Mobile Deposit option in my app. What do I do?
If you already had SNB’s Mobile Banking App, you will need to upgrade it to the most recent version to see the “Mobile Deposit” option.
How do I know if I’ve been approved for Mobile Deposit?
After enrolling in Mobile Deposit and agreeing to the Mobile Deposit User Agreement, your request will be reviewed during normal business hours by an SNB representative. Once a determination is made, you will receive both an email and a text message. If you have any questions regarding the status of your enrollment, please do not hesitate to call us at 906.482.0404 extension 1014 during normal business hours.
What kind of items can I deposit by way of the Mobile Deposit?
You may deposit any checks made payable to the account owner or joint owner. All deposited items must be endorsed with the payee’s signature as well as “For Mobile Deposit Only”.
What items cannot be deposited by way of Mobile Deposit?
- NO foreign checks
- NO bonds
- NO 3rd party checks
- NO returned or re-deposited items
- NO rebate checks
- NO credit card checks
When will the deposited funds be available for use?
Any check submitted and approved prior to 4 p.m. EST will be available by 9 a.m. the following business day.
What is the cut-off time for a deposit to go through on that day’s business?
In order for your deposit to be on that day’s business, it must be deposited prior to 4 p.m. EST. Deposits are credited only on business days that the bank is open. Business days include Monday – Friday excluding any federally observed holidays.
Is there a charge for using Mobile Deposit?
No. We do not currently charge any fees for using our Mobile Deposit product. Please check with your communications service provider for any data / texting charges, applicable rates, or other fees that they may charge.
How will I know if my deposit is accepted or rejected?
After submitting your check for deposit, it electronically routes to an SNB representative for review. This review only takes place during normal business hours. You will receive a text message stating if your check was approved or rejected. Do not hesitate to call our NetTeller Department at 906.482.0404 extension 1014 for further explanation if your deposit is rejected or should you have any questions on your transaction.
How do I add more accounts for receiving deposits by way of Mobile Deposit?
It's easy. Simply call our NetTeller Department at 906.482.0404 extension 1014 and one of our representatives will be more than happy to add any additional checking, savings, or loan account that you are a signer on.
What do I do with my check after it has been deposited?
After you've received confirmation from us (SNB) that your check has been deposited successfully, mark one of the following statements on the front of your check: “VOID”, “Electronically Presented”, or something of the like. Keep the check in a secure place for 60 days so as not to mistakenly deposit the check again or lose it.
Who do I contact with additional questions not addressed here?
Should you have any questions regarding Mobile Deposit, do not hesitate to call us at 906.482.0404 extension 1014 and a friendly representative from our NetTeller Department will be more than happy to assist you.
Thank you for choosing Superior National.