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Simsbury Bank

Frequently Asked Questions

 

1.      Exactly what equipment and software do I need to access Simsbury Bank Online?

2.      I have a Mac computer - can I use Simsbury Bank Online?

3.      How safe and secure is the Internet for online banking?

4.      Can anyone else see my account information? Is it out in the public?

5.      Can Simsbury Bank Online remember my sign-on ID and password?

6.      What if Simsbury Bank Online goes down? Will my payments be made, will my transfers go through?

7.      What types of accounts are included in Simsbury Bank Online?

8.      Can I have more than one checking account linked to Simsbury Bank Online Bill Payment?

9.      How do I add an account to Simsbury Bank Online after my original enrollment?

10.  How do I rename an account?

11.  How current is my account information using Simsbury Bank Online?

12.  How do I update my transaction history to account for manual checks, ATM transactions or debit card purchases?

13.  I have already set up a schedule of transfers or allotments through a branch. Can I edit or stop these transactions using Simsbury Bank Online?

14.  What is the future-dated transfer cut-off time? What about recurring transfers?

15.  Can I see what my next loan payment amount due is?

16.  Why can't I transfer funds from my passbook savings account?

17.  How many transfers per statement cycle can I make from my statement savings or money market accounts?

18.  How long does it take for a payment to reach my payee?

19.  What if I don't sign up for Bill Payment initially and later decide that I want to sign up?

20.  Should the payment date I give be the date the payment is actually due?

21.  How soon are the funds actually taken out of my account?

22.  What happens if I don't have enough money in my account to cover a Bill Payment?

23.  When and how are my payments delivered and how can I ensure that my payee receives my payment on the due date?

24.  Why does it take a few days to process payments?

25.  What should I do if a payee has not posted my payment?

26.  How can I prove payments and transfers were made?

27.  How will the payments be made?

28.  Can I choose the method of payment?

29.  What is the cut off time for regular Bill Payments?

30.  When do future-dated payments and Bill Payments created on weekends and holidays get deducted from my account and processed?

31.  Can I make a Bill Payment from an account other than a checking account (such as a line of credit account)?

32.  How do I make a payment as quickly as possible?

33.  How do I stop my access to Bill Payment?

34.  What if I make an error in a Bill Payment request? How do I change the amount, the payee or cancel the entire transaction?

35.  How much does it cost to use Simsbury Bank Online?

36.  Can I draw against an approved line of credit that has available funds?

37.  Can I make wire transfer requests or initiate ACH transactions?

38.  Can I open a new account online? Can I add owners to an existing account?

39.  Can I reorder checks online?

40.  Does Simsbury Bank Online work with personal financial software such as Quicken?

41.  How does a business download to financial software? I only see a Quicken icon.

42.  I can view other areas of Simsbury Bank's website, but I can't connect to Simsbury Bank Online. What's wrong?

43.  Should I enroll my small business "dba" account as a Person or a Business?

44.  Who can I call or contact if I have a question that is not addressed in these FAQs?

45.  What are the Bank's holidays?

 

Question #1

Exactly what equipment and software do I need to access the Simsbury Bank Online product?

Answer:

You will need an Internet Service Provider (ISP), and a  Browser software which supports 128-bit encryption and Secure Socket Layer (SSL). For best results, we recommend the most current version of Microsoft Internet Explorer, Firefox, Safari or Netscape Navigator (Type the URL’s below into your address bar to get the latest versions). To find out if you are using a browser version that supports SSL: In Internet Explorer, go to Help then About Internet Explorer. Some information will appear, including Cypher Strength. In Netscape Navigator, go to a secure page then click on View in the main menu, then on Page Info. The level of encryption should be shown under Security.

        

For Microsoft Internet Explorer:

http://www.microsoft.com/windows/ie/default.asp 

For Firefox:

http://www.mozilla.org/en-US/

For Safari:

http://www.apple.com/safari

For Netscape Navigator:

http://browsers.netscape.com/browsers/main.tmpl

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Question #2

I have a Mac computer - can I use Simsbury Bank Online?

 

Answer:

Yes, many of our customers are Macintosh users and do not experience service problems. If you do experience problems, we will attempt to assist you, however, technically, the Simsbury Bank Online product does not support Macintosh users and we may not have a solution to a particular problem.  

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Question #3

How safe and secure is the Internet for online banking?

 

Answer:   

We use 128-bit encryption: Secure Socket Layer (SSL) for all communications and transactions, including your questions to us using the Mail Box feature within Simsbury Bank Online. In Accordance with Federal Guidelines, we use a Multi Factor Authentication layered security system.

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Question #4

Can anyone else see my account information? Is it out in the public?

 

Answer:

No. Your online account information is available through access methods that have been rigorously tested for security accessibility. The information is not public. Only you can access it using your Sign-On ID and Password.

You can help safeguard your information and the banking systems by protecting your Sign-On ID and Password. A proper 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 and always sign off as soon as you have completed your Simsbury Bank Online transactions.

 

Your password should be a minimum of 7 characters, alpha-numeric. For safekeeping your password should be changed at least every 60 days.

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Question #5

Can Simsbury Bank Online remember my sign-on ID and password so I don't have to keep entering it each time I go into the system?

 

Answer:

No. For security reasons, Simsbury Bank Online will not remember a sign-on ID or password. You will have to enter both these items each time you begin a session with Simsbury Bank Online. To change your password, click on Options and follow the instructions.

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Question #6

What if Simsbury Bank Online goes down? Will my payments be made, will my transfers go through?

 

Answer:

If you are in the process of paying a bill or transferring funds (either immediate or scheduled) and you receive a system message stating that Simsbury Bank Online is not available you will have to wait until Simsbury Bank Online becomes available again before completing the bill payment or the transfer.

If Simsbury Bank Online becomes unavailable prior to 9:00 a.m. EST all scheduled transfers (with a processing date of that day) will be processed immediately once Simsbury Bank Online becomes available again.

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Question #7

What types of accounts are included in Simsbury Bank Online?

 

Answer:

You can access the following types of accounts (please see list below). Balances and histories will be available for all of these accounts, but some accounts will be limited as to what transactions customers are authorized to do online.

·         Checking - all types

·         Savings - statement and passbooks

·         Money Market Savings

·         CDs/IRAs

·         Home Equity Loans and Lines

·         Installments Loans - auto loans

·         Lines of Credit

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Question #8

Can I have more than one checking account linked to Simsbury Bank Online Bill Payment?

 

Answer:

Yes. All of your checking accounts are linked to Simsbury Bank Online Bill Payment. Note that only checking accounts can be linked to the Bill Payment function and used to process payment requests. Also, you can link all of your accounts to Simsbury Bank Online even if there are duplicate types, such as multiple savings accounts. If you open accounts at a later date you have the option of linking them to Simsbury Bank Online whenever you wish.

Simsbury Bank Online also allows you to choose a default checking account number for bill payments.

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Question #9

How do I add an account to Simsbury Bank Online after my original enrollment?

 

Answer:

Use the Add Account button. Complete the form and click Continue to submit your request.

When you request an account to be added to a business profile, the request is placed in a queue for Bank verification. This verification process will be completed within 3 business days.

When you request an account to be added to a personal profile the account will appear upon the next login to the system. To add an account to your personal profile you must be a signor on the account. Business accounts may not be added to a personal profile.

Don't re-enroll to add accounts. If you have already enrolled as a Simsbury Bank Online user, but have not received your sign-on ID and password yet, please wait until receiving these items to request that accounts be added to your Simsbury Bank Online access, using the Add Account button.

 

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Question #10

How do I rename an account?

 

Answer:

To rename an account that is already linked to Simsbury Bank Online, use the Edit Account button. Complete the form and click Continue. This change will be effective immediately.

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Question #11

How current is my account information using Simsbury Bank Online?

 

Answer:

Transactions performed via the Teller Line, at an ATM, on Simsbury Bank Online and also via Telephone banking will be reflected within Simsbury Bank Online immediately.

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Question #12

How do I update my transaction history to account for manual checks, ATM transactions or debit card purchases?

 

Answer:

These items will appear on Simsbury Bank Online as soon as they are presented to the Bank. If you would like to account for them before that time, use the Add Transaction option in the Register section and enter the transaction information as precisely as possible. When the transaction is presented to the Bank's database, Simsbury Bank Online will attempt to match to the entry you have made and it therefore should not appear as a duplicate transaction. If details on the added transaction, such as the amount, differ from the actual transaction that is presented, the actual transaction will not overwrite the added transaction and in that case you will want to delete the added transaction manually.

 

The number and dollar amount of items added using the Add Transaction button will appear in the Pending Transactions line at the top of the Register. You have the option of having them appear in the Register by checking the "Show Pending Activity" box.

 

 

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Question #13

I have already set up a schedule of transfers between accounts, through a branch. Can I edit or stop these transactions using Simsbury Bank Online?

 

Answer:

No. If you have arranged for transfers but did not use Simsbury Bank Online to set them up you will not be able to change anything about those transactions using Simsbury Bank Online. You must visit a branch during regular business hours to make any changes.

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Question #14

What is the future dated transfer cut-off time? What about recurring transfers?

 

Answer:

One-time transfers are processed immediately; there is no "cut-off" time.
Future dated or recurring transfers are made at approximately 9:00 a.m. on the date requested. If the future dated or recurring transfer is scheduled to be processed on a weekend or a bank holiday, it will be processed on either the business day prior or after the scheduled
date. If the transfer is to be made on a Saturday, it will be processed on the previous Thursday or business day; if the transfer is to be made on a Sunday, it will be processed on the Monday after or the next business day.

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Question #15

Can I see what my next loan payment amount due is?

 

Answer:

Yes. From the Transaction Activity screen, click the Account Details link on the upper right hand section of the page.

 

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Question #16

Why can't I transfer funds from my passbook savings account?

 

Answer:

Passbook accounts are set up to only allow transactions when the actual book is available for the Bank to update. Therefore Simsbury Bank Online does not allow transfers to and from these accounts. 

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Question #17

How many transfers per statement cycle can I make from my statement savings or money market accounts?

 

Answer:

Transfers out of statement savings or money market accounts processed using Simsbury Bank Online do count toward the allowable maximum number of "pre-authorized" transfers per statement cycle.  Currently, a maximum of six such transfers is allowed within a statement cycle per account.  There is a fee for exceeding the maximum.  For details, please refer to the Simsbury Bank's account disclosure brochure that you were given upon opening these accounts or call any of our offices to obtain a new brochure or clarification on this federally-mandated limitation.

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Question #18

How long does it take for a payment to reach my payee?

 

Answer:

Each payment made by Simsbury Bank Online will be processed either by check or by electronic funds transfer. If your payee can accept electronic funds transfers, it may only take 2 days or less for the payment to reach your payee. If your payee is unable to accept electronic payments a paper check will be cut and delivered via the US Postal Service's regular mail. Delivery via the USPS could take several days depending on where the payment is to be sent. The safest thing is to always schedule your payments at least 7 business days ahead of the date they are due. This will ensure that the payment will be made and processed in time. Remember also that Bill Payments will be made only on available funds in your account; no Bill Payments will be processed against uncollected funds.

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Question #19

What if I don't sign up for Bill Payment initially and later decide that I want to sign up?

 

Answer:

You can sign up for Bill Payment anytime you want. Just click on the Bill Payment button at the left of the screen. The screen will indicate that you are not currently enrolled. Follow the instructions to enroll; you will be able to immediately start using this service. If you do not see a Bill Payment button, use the Mailbox option and send us a request to initiate the Bill Payment function. Within three business days you will be notified, via the Mailbox option, that you can begin using this feature.

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Question #20

Should the payment date I give be the date the payment is actually due?

 

Answer:

No. You should to allow seven (7) business lead days for the payment to reach your payee. iPay will be able to determine if the payment will be made electronically or with a paper check, enter a date seven (7) business days before the actual due date. Be sure to take into account that, although you can schedule a payment at any time, payments are actually initiated (sent to the payee) only on business days and then only at one time per business day, between approximately 6:00 p.m. and 7:00pm.  

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Question #21

How soon are the funds actually taken out of my account?

 

Answer:

Funds will be deducted from your account on the same day as the scheduled processing date (Send Date).

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Question #22

What happens if I don't have enough money in my account to cover a Bill Payment?

 

Answer:

If your account has sufficient overdraft protection (either a line of credit or a pre-authorized transfer from another account) to cover the payment, we'll draw against that. Otherwise, the payment will be not be made, due to insufficient funds. If your account has insufficient or uncollected funds the payment will not be made. The system will not attempt to process the payment request automatically at a future date when there are sufficient funds in the account - you will be required to re-request a new Bill Payment.  (You will receive notification directly from iPay in the Bill Payment system, and also send to your email address on file that a transaction was unable to be processed.)

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Question #23

When and how are my payments delivered and how can I ensure that my payee receives my payment on the due date?

 

Answer:

When you schedule a payment, the payment is warehoused until it is time to process it, based on the due date you enter. The time to process will vary depending on how the payment is to be made and how long it will take to get the payment to the payee. Vendors that accept electronic transactions will generally receive their funds within 2 business days, but vendors who must receive a paper check may need to wait as long as 7 business days for the check to be delivered. Therefore, it is always wise to assume payments might take 7 business days.  Once you confirm your payment iPay will tell you if the pay will be electronic or by check.  You will also see an estimated arrival date for your payment.

Once the system has determined that it is time to process the payment, based on the due date you entered, the payment is changed to a processing status. Payments are processed once per business day between approximately 6:00 p.m and 7:00 p.m. EST. An electronic funds transfer then processes the payment, or a check is produced and made payable to the payee and is sent via the regular first class mail.

We recommend you to submit payment requests 7 business days in advance, this ensures there is sufficient lead time to process your request and get it to the payee by the date you specify.

 

 

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Question #24

Why does it take a few days to process payments?

 

Answer:

Although a number of your payees accept payments electronically, many do not. For those that do not accept electronic payments, a check must be sent to that payee through the regular U.S. Mail. Once it is received by the payee, it may also take a day or so for that payee to process the check and post it to your account. Even for electronic payments, it may take two or three days for your payment to be posted. By allowing a few days for processing and delivery, you can know that your bills will be paid on time.

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Question #25

What should I do if a payee has not posted my payment?

 

Answer:

You need to allow a few days for your payee to process your payment. If your payee has not posted the payment to your account after at least 7 business days, send an online message to Simsbury Bank Online, contact the Simsbury Bank Online Admin or contact your branch office during regular business hours to inquire about the status of the payment. Or you can go directly to iPay or call iPay customer service at 1-855-397-4248

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Question #26

How can I prove payments and transfers were made?

 

Answer:

With each Bill Payment, you are given a confirmation number. The confirmation number is displayed on the Bill Payments screen under the Payments screen.  This confirmation number indicates your payment request has been received. It is used for tracking payments if a problem occurs.

Your monthly statement from your payee should also indicate the date and amount of the payment. Your monthly bank statement will show “External Withdrawal” and the name of the payee, but will not show this reference number.

 

 

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Question #27

How will the payments be made?

 

Answer:

We use two methods of payment:

·         Electronic - Simsbury Bank Online sends an electronic credit to your payee.

Or

·         A paper check is sent to your payee by mail.

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Question #28

Can I choose the method of payment?

 

Answer:

No. The payment is processed electronically if possible. If not, then a paper check is produced. Over time, some payees who could not accept electronic payment may be able to; they will then begin being paid electronically. To inquire if a payment can be made electronically please contact iPay directly at 1-855-397-4249.

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Question #29

What is the cut-off time for regular (not recurring) Bill Payments?

 

Answer:

Regular payments that are requested for processing before approximately 6:00 p.m EST. on a particular business day will be processed that night. If that is a weekend or a Bank holiday they will be processed on the next business day.

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Question #30

When do future-dated payments and Bill Payments created on weekends and holidays get deducted from my account and processed?

 

Answer:

Future-dated Bill Payments scheduled for processing on a particular date are deducted at approximately 6:00 p.m EST the preceding business day.  If the date falls on a weekend or Bank holiday the payment will be processed on the last business day before that weekend or holiday and the deduction for that payment will occur on the preceding evening.  For example, if a future dated payment is scheduled for a Monday Bank holiday then the payment will be sent on the preceding Friday and the deduction from your account will be taken Thursday evening.  Therefore collected funds must be available in your account by Thursday evening for this payment to be processed.

 

Bill Payments entered on a weekend or holiday are deducted from your account on the next business day and processed on the following business day.

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Question #31

Can I make a Bill Payment from an account other than a checking account (such as a line of credit account)?

 

Answer:

No. You can only make Bill Payments with a checking account. Therefore, you must transfer the money into a checking account before requesting a payment be made. If you have insufficient funds in your checking account but have available credit in an associated line of credit, the simplest way to access those funds is to request a payment from the checking account and the transfer from the line of credit will be made automatically.

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Question #32

How do I make a payment as quickly as possible?

 

Answer:

Enter today's date as the due date. This ensures that it will be processed on the first available business date. iPay also has Rush Delivery options available for a fee. The Payee can receive a payment as quickly as next business day. Please visit iPay for more information and a schedule of fees.

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Question #33

How do I stop my access to Bill Payment?

 

Answer:

There are several ways: Send an email using the Mailbox function of Simsbury Bank Online, call Simsbury Bank Online Support at (860) 408-5493 or call or visit any branch during regular business hours. Your access to Bill Payment will end within 3 business days.

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Question #34

What if I make an error in a Bill Payment request? How do I change the amount, the payee or cancel the entire transaction?

 

Answer:

Contact iPay immediately at 1-855-397-4248, or Simsbury Bank Online Admin at 860-651-2096.

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Question #35

How much does it cost to use Simsbury Bank Online?

 

Answer:

The use of Simsbury Bank Online is free for both personal and business customers. The system will allow you to check balances, make transfers between Simsbury Bank accounts, download transaction histories to personal or business financial software, communicate with the Simsbury Bank Online Support area, etc.  Please refer to the applicable personal or business Access Agreement and other FAQs for details.

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Question #36

Can I draw against an approved line of credit that has available funds?

 

Answer:

Yes, you may draw against an approved non-overdraft line of credit that has available funds. You would do this through the “ Cash Advance”  button on the accounts page on your online banking screen, simply choose your line of credit in the transfer from box and then complete the transaction by selecting the account you wish to transfer to, the amount, and the date you wish the transfer to take place.

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Question #37

Can I make wire transfer requests or initiate ACH transactions?

 

Answer:

Please contact your local branch or Simsbury Bank Online Administrator for details.

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Question #38

Can I open a new account online? Can I add owners to an existing account?

 

Answer:

No. Simsbury Bank has chosen, because of security reasons for your protection, to only allow accounts to be opened at a branch. As we need to verify the identity of new people to accounts, we also are unable to allow you to add owners to existing accounts using Simsbury Bank Online. Please call or visit one of our branches during normal business hours for the appropriate forms to open accounts or add owners.

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Question #39

Can I reorder checks online?

 

Answer:

Yes. If not already signed into Simsbury Bank Online – please sign-in. Once you have successfully signed into Simsbury Bank Online choose “Other Services” and then choose “Check Ordering” and follow the prompts

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Question #40

Does Simsbury Bank Online work with personal financial software such as Quicken?

 

Answer:

Yes. Simsbury Bank Online was designed to be highly compatible with popular personal finance software packages. We have achieved this compatibility by building an industry-standard Quicken Interchange Format (QIF) downloading capability right into Simsbury Bank Online. This format works with Quicken. You can access the downloading capability for the software from the button that appears on the left-hand side of the Simsbury Bank Online screen. Downloads to other software and formats can be obtained by clicking the Reports button, then by selecting the File Export option in Simsbury Bank Online (Please refer to Question #41 for further details). Windows NT users may experience difficulties using Quicken; please contact Quicken for assistance.

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Question #41

How does a business download to financial software? I only see a Quicken icon.

 

Answer:

A business downloads account information from Simsbury Bank Online to financial software by utilizing the File Export option.

STEPS:

If not already signed into Simsbury Bank Online – please sign-in. Once you have successfully signed into Simsbury Bank Online choose the following: Click on the Hyperlink for the account you wish to download then,
1. Click on any account to view its transactions.
2. Click on the little export link beside Print in upper right corner of the frame.
3. A popup window will display asking what export file to choose and follow the prompts.
Please note that, technically, Simsbury Bank Online only supports QuickBooks downloads.

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Question #42

I can view other areas of Simsbury Bank's website, but I can't connect to Simsbury Bank Online. What's wrong?

 

Answer:

If you are able to view other areas of our web site, but are unable to access Simsbury Bank Online, 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 Simsbury Bank Online. Using other browsers may also prevent access. Another reason that you may not be able to access Simsbury Bank Online is because “cookies” may not be enabled. In order to enter the secure encrypted Simsbury Bank Online website you must have “cookies” enabled.

Please refer to the following to enable “cookies” for either Internet Explorer and/or Netscape Navigator:

To enable cookies for Internet Explorer:

·         Right click the Internet Explorer Icon (The same Icon that you click on to launch a window to access the Internet) that is located on the “desktop” of your PC and then select “Internet Properties” – The Internet Properties Window Displays.

·         From within the Internet Properties Window select the “Privacy Tab”.

·         From the “Privacy Tab” Window ensure that your setting allows “cookies”. Each Privacy Setting offers a description. Please select the setting that you are most comfortable with.

  • Once you have chosen the Privacy Setting please select “Apply” and then Ok (these options are available at the bottom of the window).

To enable cookies for Netscape Navigator:

·         Launch Netscape Navigator

·        Once Netscape Navigator launches choose “Tools” from the menu at the top of the page and select “Options”.

  • Once the “Options” page displays select “Site Controls” – the “Options – Site Control” Window launches.

 

  • From the “Options – Site Controls” Window ensure that “Allow cookies” is checked. The “Allow Cookies” option displays under the heading of “Web Features”. If the option is not checked please check it and then select “Ok”.

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Question #43

Should I enroll my "dba" business as a Person or a Business?

 

Answer:

Enroll a "dba" business as a Business.

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Question #44

Who can I call or contact if I have a question that is not addressed in these FAQs?

 

Answer:

You may call any branch during normal business hours. Their telephone numbers are:

Avon

(860) 676-2265

Granby

(860) 844-2166

Simsbury

(860) 658-2265

Bloomfield

(860) 286-9400

Online SBT Admin

(860) 651-2096

 

 

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Question #45

What are the Bank's Holidays?

 

Answer:

Click here for a list of holidays.

 

 

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