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Online Banking FAQs
How do I sign up for online banking?
Simply set up online access to begin using Online Banking. Enrollment is automatic – you can view your accounts immediately after you've accepted the online disclosure.
What information do I need to enroll?
For personal accounts, you will need to complete the online enrollment form including, but not limited to:
- First name
- Last name
- Email address
- Zip code
- Security question (e.g., "What is my dog's name?")
- Security answer
Business customers utilize a separate site for online banking. Please contact your local branch or your Cash Management Officer at 1.877.447.4250 for more information on business online banking.
Who should I contact with questions regarding online banking?
Select "Help" in the upper right-hand corner of your Online Banking Center screen. If you are unable to find an answer to your question there, contact us at email@example.com or 1.866.559.5037.
Is my account information secure with online banking?
Yes. Several layers of state-of-the-art technology prevent unauthorized users from gaining access to the internal network.
What if I forget my password?
If you forget your password but have not locked yourself out from multiple failed attempts at logging in, click "Did you forget your password?" and enter in your access ID. Your password will be emailed to the address with which you set up online access. For security reasons, you will be asked to change your password.
If you incorrectly enter your password three times, you will be locked out and unable to log in. This is an added security measure to protect your personal information. You will need to contact us at firstname.lastname@example.org or 1.866.559.5037 to unlock your account access. To prevent a lockout, log into the Online Banking Center on a regular basis to ensure you are accustomed to the process. In addition, familiarize yourself with your challenge questions to ensure you will know the answer when prompted. Select "Options" in the upper right-hand corner of the Online Banking Center, and view your questions in the "Security Data" section. You can change the challenge questions by selecting "Edit."
Which of my accounts can I access online?
You may access any of your personal checking, savings, certificate of deposit, consumer loan and mortgage loan accounts. In addition, you may be able to access a commercial loan if you are an individual borrower. The accounts in your account list are ones that you own. If you do not see an account on which you are an owner, contact your local banker.
If I have multiple accountholders, which have online access?
For personal accounts, both the primary and secondary accountholders have online access. Each accountholder must enroll with his or her own access ID. An authorized signer will not be able to access business accounts through his or her personal online banking login.
Can I nickname my accounts?
Yes. To change your account nicknames, select "Options" in the upper right-hand corner of the Online Banking Center screen. Select "Edit" in the "Account Nicknames" section. Check the boxes of the accounts you wish to nickname. Enter the nicknames you have chosen, and select "Submit."
How current is the balance and transaction information on the Online Banking Center?
Transactions generally post in real time on a business day, up until 8 p.m., C.S.T. If you purchase an item with your debit card or make a deposit at a branch, you will be able to view these transactions upon logging into the Online Banking Center. Transactions completed after 8 p.m., C.S.T., will not post until the next business day. In addition, pending transactions will display at the bottom of your current-day transactions list, both on the Online Banking Center home page and within your transaction history.
How is my balance calculated?
The current balance listed on your account is its actual balance. The current balance does not take into consideration any holds that may be in effect or access to a line of credit or ready reserve. The available funds may be different than the current balance displayed in the Online Banking Center. The available funds listed on the home page and on the "Account Summary" page is reduced by pending debit transactions and any holds that may be in effect. If you have questions about your balance, please contact your local banker.
When are online transactions processed?
Online transactions post similarly to ATM, 24-hour telephone banking and in-person transactions. For example, if a customer performs a loan payment before 8 p.m., C.S.T., the payment will be processed immediately. If a customer performs a payment after 8 p.m., C.S.T., the transfer will post during regular nightly processing.
What sorts of transaction history can I view online?
From the "Accounts" menu on the Online Banking Center, select the account you wish to view, select "Transactions" and then pick from the following options:
- "Previous Statement" includes transactions appearing on your last statement
- "Current Statement" includes transactions from the date of the last statement through the current date
- "Recent Transactions" includes transactions from the previous business day
- "Current Business Day" includes transactions from the current business day
- "Transactions Menu" enables you to search transaction history based on specific criteria
- "Export Transaction" enables you to export transaction information to accounting software
Can I sort my transaction history?
Yes. When viewing your transactions, you can sort by selecting one of the column headings at the top of the report. You may sort the transaction history by date, check number, description or debit/credit.
How far back does online transaction history go?
You can view six months of account transactions on your deposit accounts, one year on consumer and mortgage loans and the last 15 transactions on commercial loans. Account statements are available in PDF format under "eStatements" for 18 months.
Can I download or export my account history from the Online Banking Center to my accounting software?
Yes. Your account history can be exported from the Online Banking Center. In addition, you may be able to utilize Express Web Connect with your Quicken software. Account history is available for download for six months and can be exported in Quicken, Microsoft Money or Comma Separated Values (CSV) formats.
What is the "Spending Report?"
The Spending Report is an easy-to-understand personal financial management (PFM) tool that provides you with a snapshot of your spending activity. With the click of a button, transactions display in various categories in a colorful pie chart, enabling you to see at a glance how you spend your money. MetaBank defines the pie chart categories and the descriptions associated with each category ("Mortgage," "Household Expenses," "Utilities," etc.). MetaBank offers current and previous months of history to be charted in the Spending Report.
How do I transfer funds between my MetaBank accounts?
You can complete an "Express Transfer" from the Online Banking Center home page. Simply choose the account from which you would like to transfer funds and the account to which you would like to transfer funds from the dropdown boxes on the screen. All of your eligible accounts will display in the dropdown boxes. Once you have selected the applicable accounts, enter the amount you would like to transfer and the date on which you would like the transfer to occur. Select "Next." You will be able to preview your transfer, after which it can be cancelled, modified or submitted. Upon submission, a confirmation will display showing the new balance in each affected account and the confirmation number of the transfer.
To schedule a recurring transfer, select "Advanced Scheduled Transfers" from the "Express Transfer" pane on the Online Banking Center home page. Select the frequency of the transfer from the dropdown menu (select from monthly, quarterly, semi-annually, annually, weekly, biweekly or bimonthly), enter the amount of funds to transfer and select the date on which you would like the regular transfer to begin. Select "Submit," and your recurring transfer will be scheduled.
What are the cut-off times for funds transfers?
All online transfers between accounts made prior to 8 p.m., C.S.T., on a business day will be posted in real time. Transfers made after the daily cutoff will post following nightly processing on the next business day. Transfers made on non-business days (i.e., Saturdays, Sundays and holidays) will be credited as of the next business day.
Can I place a stop payment within the Online Banking Center?
Yes. A stop payment can be placed on an individual check in the Online Banking Center. Before placing a stop payment, confirm the check has not cleared. To place the stop payment, select "Accounts," the applicable account and "Stop Payment." Enter the check number, amount and payee, and click "Next." A stop payment will be valid for six months from date of placement. The stop payment will be posted immediately if entered prior to 8 p.m., C.S.T., or will post after nightly processing if placed after 8 p.m., C.S.T. There is a fee for placing a stop payment. Contact your local banker to confirm the amount of the current stop payment fee.
Can I draw from my line of credit to transfer funds to other MetaBank accounts?
Yes. As long as funds are available on your line of credit, you can transfer funds to any of your accessible accounts.
Can I make any type of loan payment online?
Yes. You can make a regular payment, or principal-only payment online. However, all loan payoffs must be requested in person or by phone.
Can I make loan payments for more than the amount due?
Yes. On mortgage loans, personal loans and credit lines, online payments will first apply to interest, principal, escrow (mortgage loans only), fees (non-sufficient funds and legal) and late charges. The remaining amount is applied to principal. If an exact double payment is made, it will be applied to both payments due and advance the subsequent due date. If the payment is not exactly double the required amount, only one payment will be fulfilled. The remaining amount will be applied to principal. The Online Banking Center allows two months' worth of payments for mortgage loans and three months' worth of payments for personal loans.
What happens when I don't use the Online Banking Center for an extended period of time?
After 180 days without logging into the Online Banking Center, your login is considered inactive and will be purged. To regain online access, you will need to set it up again.
How do I change my access ID and/or password?
To change your password, select "Options" in the upper right-hand corner of the Online Banking Center home page. Select "Edit" in the "Password" section. Enter your current password and new password, and confirm the new password. Your new password must be at least six characters long, with a maximum of 16 characters. You must use at least one letter and one number. Remember that your password is case-sensitive.
Your access ID cannot be changed online. To change your access ID, contact us at 1.866.559.5037.
Can I change my account's assigned email address?
Yes. At this time, the Online Banking Center supports only one email address per primary accountholder. To change your assigned email address, select "Options" from the upper right-hand corner of the Online Banking Center home page.
What are account alerts, and how should I use them?
An account alert notifies you by email when a specific transaction occurs or when the balance in your account reaches a certain level. You can establish alerts for "Account Balance," "Check Cleared Notice," "One-Time Deposit" or "Recurring Deposit."
To create an account alert, simply select "X" from the displayed text on the Online Banking Center home page ("You have [X] unread and [X] read messages"). Select "MetaBank Alerts" and "Setup New Alert." Select the desired type of alert, and click "Next." Follow the onscreen prompts to establish the alert of your choice, verify your email address and select "Finish." Click "X" in the bottom right-hand corner of the page when you are finished.
Can I access the Online Banking Center via mobile devices?
If you access the Online Banking Center from your cell phone, tablet or mobile device, you may be able to log in if it is formatted for your screen size. The functionality has not been tested to ensure everything appears correct graphically or performs as it should on every device. You may also access your accounts utilizing our mobile app.
What is Bank-to-Bank Transfers?
Bank-to-Bank Transfers is a service offered within Online Banking that allows you to move money between your MetaBank accounts and your bank accounts at other U.S. financial institutions (banks, credit unions, brokerages). Transactions must always include one external account and one internal account (MetaBank account). Bank-to-Bank Transfers can be used to either send money from your MetaBank account to another U.S. financial institution, or receive money from another U.S. financial institution into a MetaBank account.
Can I transfer money into an account if I am not an owner on that account?
Transfers to other U.S. financial institutions via Bank-to-Bank Transfers can be made only to those accounts on which you are an owner. Our Popmoney service allows you to transfer money to anyone by simply entering their mobile phone number or email address.
The Bank-to-Bank Transfer service is only available for personal banking customers. Business customers/accounts are not eligible for Bank-to-Bank Transfers.
What types of accounts are eligible for Bank-to-Bank Transfers?
Within Bank-to-Bank Transfers, click on Add a New Account. You will select the account type from the drop-down box – Checking, Savings, Money Market Checking, Money Market Savings or Brokerage. Enter an account nickname of your choosing. Input the bank routing number and your account number. Select Add. You will be prompted to verify your account through one of two methods – Real-Time Account Verification or the receipt of Test-Deposits.
How do I add an account from another U.S. financial institution?
Within Bank-to-Bank Transfers, click on Add a New Account. You will select the account type from the drop-down box – Checking, Savings, Money Market Checking, Money Market Savings or Brokerage. Enter an account nickname of your choosing. Input the bank routing number and your account number. Select Add.
You will be prompted to verify your account through one of two methods – Real-Time Account Verification or the receipt of Test-Deposits.
What is Real-Time Account Verification?
Real-Time Account Verification utilizes your Online Banking credentials at the other U.S. financial institutions to verify the user details and the account number supplied during the account verification process. Your user credentials for the other U.S. financial institutions are not stored and Bank-to-Bank Transfers is not logging into Online Banking. If Real-Time Account Verification is successful, your new account will be activated and you can begin using Bank-to-Bank Transfers.
Can I use another verification method other than Real-Time?
If Real-Time Account Verification is not offered with your U.S. financial institution, the verification is not successful or you would prefer not to input your credentials, your account can be verified through the receipt of Test-Deposits. You will be prompted to select Start to activate your account. Two small credits and one debit of equal value will post to your external account within one to two business days. After the transactions have been received, you can click on Manage Accounts within Bank-to-Bank Transfers to input the deposits that were posted to your account. If the amounts match, the account will be activated and you are ready to use Bank-to-Bank Transfers.
How many external accounts can be added?
You can add up to five external accounts within Bank-to-Bank Transfers. You can add and delete accounts at your discretion.
How are my transfers executed and when will the funds be debited/deposited?
Funds are sent electronically as an ACH transaction between your bank accounts. Transfers can only occur on a business day (not including weekends and holidays). The delivery speed for a Standard Transfer is three business days. For example, with a Standard Transfer input on Monday, the funding account will be debited on Tuesday and the receiving account will be credited on Thursday.
If you meet the qualifications, Next-Day Transfers will also be available for you to select as a transfer option. For example, with a Next-Day Transfer input on Monday, both the funding and receiving accounts will reflect the withdrawal and deposit in the applicable accounts on Tuesday.
For more information on delivery, select the icon when choosing the delivery speed for your transaction. The system will display a chart of specific days: the day the withdrawal occurs and the day the deposit will be credited.
What are the cutoff times for Bank-to-Bank Transfers?
Standard Transfers must be entered by 12:00 a.m.
CST. Next-Day Transfers must be entered by 7:00 p.m. CST.
Are there limits to the number or amount of transfers I can make?
There are no numeric limits for transfers between your MetaBank checking accounts. Transactions involving money market and savings accounts are limited by law. A maximum of six preauthorized withdrawals and/or transfers for each money market and/or savings account is allowed per monthly statement cycle or calendar month, as applicable.
Within Bank-to-Bank Transfers the minimum transfer amount is $10. The maximum amount limits are displayed below:
For more information on limits, select the icon when choosing the amount for your transfer. The system will display information with regard to the applicable limits.
Are there fees for using the Bank-to-Bank Transfer service?
There are no fees for utilizing the Standard Delivery service for either the inbound or outbound transfer. For a Next-Day Transfer, either inbound or outbound, the fee is $3.00. The funding account (or the account being debited) will be charged the Next-Day Transfer fee.
The fee will be combined with the transfer amount when the account is debited. The debit transaction will display the description as: ACH Withdrawal – METABANK ONLINE FEE $03.00 WEB. The credit transaction will display as: Direct Deposit – METABANK ONLINE P2P WEB JOHN DOE.
How do I qualify for the Bank-to-Bank Transfer service and Next Day Transfers?
Any MetaBank online personal-banking customer who has a qualified checking, money market, savings or loan account is eligible to use Bank-to-Bank Transfers. A customer’s transaction activity and how they handle their account will be reviewed periodically to ensure the customer remains qualified. If a customer does not qualify, the Bank-to-Bank feature will not be available.
To qualify for the Next-Day Transfer delivery option, you must meet specific criteria including completion of Standard Transfer(s) over $500 within the prior 90 days. If you qualify for Next-Day Transfers, the option will display after you have input the dollar amount, accounts and date of your transfer.
If the Bank-to-Bank Transfer service does not display and you have questions, please contact us at 1.866.559.5037 or email us at email@example.com.
What are my options in scheduling Bank-to-Bank Transfers?
Transfers can be setup to occur On-Demand or can be scheduled up to a year in advance. In addition, transfers can be set up on a recurring schedule – weekly, biweekly, semimonthly, monthly, bimonthly, quarterly, semiannually or annually. You can also determine how long the schedule will continue – after a specific dollar amount has been transferred, after a specific number of transfers have been completed, through a specific date or indefinitely.
Is the account balance verified before completion of the transfer?
Bank-to-Bank Transfers ensure the available balance is sufficient for all outbound transfers. For outbound On-Demand transfers, the balance is verified as of the date the transfer is set up. For postdated transfers, the balance is verified on the send date – the date originally entered on the Transfer Funds page.
For outbound recurring transfers, the balance is verified when the schedule is initially set up and on the send date. An email notification will be sent if there are not sufficient funds to complete the transfer.
What happens if the withdrawal cannot be completed from the transfer account?
Bank-to-Bank Transfers are like any other ACH transaction. If a non-sufficient funds (NSF) condition exists, the payment may be paid or returned at the discretion of the funding bank. NSF fees may also apply. In addition, the transfer-from account and/or service may be suspended from the Bank-to-Bank Transfer service.
If the funds cannot be withdrawn for any other reason including but not limited to account closed, account frozen, unable to locate account, stop payment or unauthorized payment, the account and/or the service may be suspended.
Can I cancel a transfer once it has been added?
After a transfer has been entered into the system, the status will be set to Pending. You can edit the amount of the transfer or cancel the transfer while the transfer has a Pending status. If the status of the transaction is anything other than Pending, it cannot be edited, stopped or deleted. Contact MetaBank Customer Service for assistance at 1.866.559.5037.
What are the statuses of a transfer within Bank-to-Bank Transfers?
• Pending: The transfer has been created but has not been sent.
• In Process: Designates the time from when the transfer is released to ACH until the transfer is completed.
• Complete: Both the withdrawal and deposit transactions have been posted and the transaction is finished.
• Cancelled: User or system requested a cancellation of the transaction.
• Failed: The transfer cannot be completed.
Can I utilize Bank-to-Bank Transfers from the MetaBank mobile app?
Bank-to-Bank Transfers are only available through Online Banking.
Does MetaBank have the authority to terminate my Bank-to-Bank Transfer Service?
MetaBank reserves the right to revoke the service for any account or customer for any reason, including negative transaction history, receipt of ACH returns, or for actions deemed fraudulent or abusive.
Is the Bank-to-Bank Transfer service secure?
Yes, Bank-to-Bank Transfers are secure. We take your financial security seriously. Some of the security features of Bank-to-Bank Transfers include:
• Access to the service requires entry of your Online Banking credentials. In addition, you may be prompted to answer a challenge question if your computer and credentials are not recognized.
• Each external account is verified at the time of addition either by Real-Time or Test Deposit Verification. You must have access to Online Banking credentials or account history to validate an account.
• Bank-to-Bank Transfers sends you email notifications to keep you informed at each step of the experience.
For more information, call 1.866.559.5037 or email firstname.lastname@example.org.