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Simsbury Bank

Troubleshooting

Welcome to the Troubleshooting area. Here you can get information and suggestions for problems you may be experiencing.

Click on a problem below for information and suggestions related to that problem. Or choose an item from the menu to the left.

If this area does not provide the information you are looking for, select the feedback option in the menu to the left, and send us a description of your problem.

1. I've forgotten my Sign-On ID and/or Password.

2. I've requested an Account to be added, but it doesn't show up in my Account Summary.

3. When I click on the register of an account, the register shows no transactions and this account is not new.

4. While working in the application, I am occasionally presented with an ALERT screen.

5. What are Cookies?

6. There is a transaction in my register that I don't recognize.

7. The information in my register doesn't appear to be up-to-date.

8. I've scheduled a payment or transfer and it has not been made.

Problem #1

I've forgotten my Sign-On ID and/or Password.

Recommendation:

          Option 1:

         If you had already setup a Secret Question/ Phrase within Simsbury Bank  Online then follow the following steps to have your password e-mailed to you:

1.      From within the Sign-On Page select Can’t remember your Password – The Forgot Your Password Page displays.

2.      From within the Forgot Your Password Page enter your Sign-On ID and select Continue

3.      Enter a Response to the Secret Question/Phrase in the Response Field.  Click Continue.

4.      The Password Confirmation Page displays with the following message:  Your secret question/phrase response have been validated and your password has been sent to your e-mail address.

5.      Ensure that you had received your password via e-mail.  If you have any questions please contact the Simsbury Bank Online Admin at (860) 651-2096.

          Option 2:

          If you have forgotten your password and do not have a Secret Question / Phrase currently setup within Simsbury Bank Online then click here and send a feedback message stating this fact to the Support Desk.  When completing the Feedback Form be sure to include your name with the message.  You will then be contacted to verify your identity.  Upon verification, this information will be presented to you again.

          Option 3:

          If you have forgotten your Sign-On ID then click here and send a feedback    message stating this fact to the Support Desk.  When completing the Feedback Form be sure to include your name with the message.  You will then be contacted to verify your identity. Upon verification, this information will be presented to you again.

Steps to setup the Secret Question / Phrase within Simsbury Bank Online:

1.      Log into Simsbury Bank Online and choose the Options Button  on the left had side of the page (Above Sign Off) The Options Page displays.

2.      Locate the following fields:  Secret Question/Phrase, New Response, Retype New Response and e-mail address.

3.      Enter a value for each of the previously mentioned fields and click Update(NOTE:  The Secret Question/ Phrase cannot be the same as your Sign-On ID, password or contain the word password.)


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Problem #2

I've requested an Account to be added, but it doesn't show up in my Account Summary.

Recommendation:

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. If the 3 business days have passed and the account still does not show on the Account Summary Page then please send a message via the Feedback Form or via the Simsbury Bank Online Messaging System letting us know so we can investigate.

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. If the account does not show upon the next sign on please send a message via the Feedback form or via the Simsbury Bank Online Messaging System letting us know so that we can investigate. 


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Problem #3

When I click on the register of an account, the register shows no transactions and this account is not new.

Recommendation:

Please send a message via the Feedback Form or via the Simsbury Bank Online Messaging System letting us know so we can investigate


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Problem #4

While working with the Simsbury Bank Online, I am occasionally presented with an ALERT screen.

Recommendation:

Simsbury Bank Online will automatically sign you out if you have remained idle for a period of time. This is done in case you have forgotten to sign-off of the system. If you are idle on a particular page for a while, the system may interpret this to mean that you have left the system and will subsequently sign you off. When you then request your next page, you will be presented with the ALERT screen and you will need to sign back on again.

If you have not been idle for any period of time and you receive the ALERT screen, this may be caused by your browser's cookie configuration (see the previous problem).


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Problem #5

What are Cookies?

Recommendation:

Cookies are small text files on your system, used for keeping track of settings or data for a particular Web site. Because the servers that receive your requests for Web pages have no way of knowing specifically who is making a request, they have no way of storing settings for specific users or changing the page they send based on choices a user has made on another page.

Cookies solve this problem by saving settings on your (the user's) system. When your browser requests a page, it sends the settings that apply to that page along with the request. Because your browser will send back only the settings to the server that originally created them, cookies are a very secure way of maintaining data that is specific to a particular user.

Cookies can be temporary or permanent. Your browser keeps track of temporary cookies as long as it is running, but deletes them when it is shut down. Temporary cookies are used to pass information between Web pages during a single visit. (Online Banker uses this method.)

Your browser saves permanent cookies as tiny files on your system to maintain settings or data between multiple visits. "Permanent" cookies are actually set to expire at some time in the future (commonly between 30 days and a year from their creation date), and are automatically deleted from your system at that time.

Cookies are currently the only way to save personal choices between visits to a Web page without having to log on each time you come to the page.

Cookie Concerns

Although disabling cookies for your browser is an option, it's intended for a small minority of people with extreme security or privacy concerns. If you choose it, you give up a lot of convenience in exchange for a small amount of perceived privacy.

For example, with or without cookies, it is currently possible for the creators of a Web site you visit to keep track of such things as the following:

-         The address of the page that contained the link that brought you to their site

-         All the pages you visit on their site

-         Choices you made on forms on their site

-         What browser you are using

-         Extensions you might have added to your browser

-         The operating system you are using

-         The time your system clock is set to

-         The absolute address (IP address) of the server that connects you to the Internet

The only thing cookies add is the ability to keep track of this type of information over multiple visits, thereby allowing the creators of the Web site to build a more precise profile of a particular visitor's preferences.

But the creators of a Web site do not have access to personal information such as your name or your e-mail address unless you specifically give it to them. Therefore they have no way of matching any data they might have gathered with a specific user.

The only information available to a Web site that comes close to identifying you specifically is the IP address, but most Internet servers provide connections for multiple users, and each user is usually assigned a new IP address randomly each time they log on.


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Problem #6

There is a transaction in my register that I don't recognize.

Recommendation:

-         If there is a transaction in your register that you don't recall making or creating, send a message to the Support Desk, specifying the transaction information and the issue will be researched.

-         Also, please contact your local branch or the Online Simsbury Bank Online Admin:

Avon

(860) 676-2265

Canton

(860) 693-3330

Granby

(860) 844-2166

Simsbury

(860) 658-2265

Bloomfield

(860) 286-9400

Online Simsbury Bank Admin

(860) 651-2096

 


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Problem #7

The information in my register doesn't appear to be up-to-date.

Recommendation:

Simsbury Bank Online is updated each morning with posted transactions from the night before. Transactions made on weekends and holidays will not post to your account until the next business day.

If you feel that an item has cleared but is not showing in your register, send a message to the Support Desk, specifying the transaction information, and the issue will be researched.


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Problem #8

I've scheduled a payment: (1) The funds have not left my account, (2) My payment has not been received by the payee.

Recommendation:

(1) The funds have not left my account

Your payment(s) will not leave your account until between 6:00 and 7:00 PM (ET) on the scheduled date (during banking business days).  

We strongly recommend that payments not be created between the hours of 6:00 and 7:00 PM (ET) during banking business days.

(2) My payment has not been received by the payee.

If your payee has not received your payment within 7 business days please contact the Simsbury Bank Online Admin at (860) 651-2096 or iPay customer Service at 1-855-397-4248 so that the issue can be addressed.


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