FAQs

  • Unlimited in the numbers and types of accounts to access
  • Transfer funds between accounts 
  • Statement information on all deposit and loan accounts
  • Check imaging statement retrieval with front and back images on all cancelled checks
  • Obtain account information on your Checking, Savings, CDs, and Loans
  • Stop payment on paper checks drawn on your checking account at Lake Sunapee Bank (stop payment charges may apply)
  • Download “real time” transactions from any accounts to industry standard money management software
  • Bill payment and electronic billing availability
  • Change your address 
  • Open a new account

Yes. If you have any Lake Sunapee Bank account - CD, Loan, Savings, or Checking product - you can get Online Banking. You must have a checking account to have Bill Payment.

Any consumer or sole proprietor can use Online Banking and Bill Payment. Partnerships, corporations, and governmental institutions who require more sophisticated financial services may elect to use Business Cash Management. Contact our Customer Service Center at 800-281-5772 for more information.

Lake Sunapee Bank customers can start Online Banking by visiting any Customer Service Representative at any branch location, or by enrolling online.

Online Banking and Bill Payment are free to all customers.

We use 128-bit encryption, the highest form of encryption currently available, to secure your Online Banking sessions. Whenever you see the padlock symbol in your browser, you know this security feature is active. Other security tools are in place to ensure the integrity of your data, including firewalls and filtering routers that secure computers from Internet access and a "trusted" operating system, which protects information from both internal and external threats.

For additional security, customers select their own Personal Identification Number. PIN guessing is deterred by locking the ID out of the system following three unsuccessful logon attempts. These are just a few of the many security tools we use. These layers of security work together to make sure that all information transmitted between you and Lake Sunapee Bank is both secure and authentic.

Lake Sunapee Bank requires the use of secure browsers to protect you while you access our online financial services. Our online banking service provider continually updates their list of recommended browsers. You can view the list here

User ID, PIN, and Internet access. The Internet access could be at home or work. The browser must have 128-bit encryption. Using Internet access from some company locations may not work because of the security that company has implemented for outside Internet browsing.

Online Banking is available 24/7. However, there may be times when it is temporarily unavailable due to nightly processing updates, or technical difficulties.

The change can be made through any customer service representative at any Lake Sunapee Bank location, or by clicking on Contact us while in your Online Banking account site.

If you lose or forget your ID or PIN, call Lake Sunapee Bank's Customer Service Center at 800-281-5772 Monday – Friday 7:30 am – 5:30 pm and Saturday 8:00 am – 12:00 pm. We will then be able to reset your PIN, and mail a PIN reminder with the ID number.

Three invalid logon attempts will lock you out of Online Banking. If you have activated the Self Reset function, you will be prompted to reset the password after answering personally set security questions. Customers can also call the Customer Service Center at 800-281-5772 Monday – Friday 7:30 am – 5:30 pm and Saturday 8:00 am – 12:00 pm for assistance.

Lake Sunapee Bank's Online Banking has a Self Reset option in our Online Banking. By following steps in Account Management Options, a customer can set personal security questions. By setting these in advance, you will be able to reset yourself if you are locked out. If this is not activated by the customer, they will be prompted to call our Customer Service Center at 800-281-5772 Monday – Friday 7:30 am – 5:30 pm and Saturday 8:00 am – 12:00 pm.

Call our Customer Service Center at 800-281-5772, or e-mail your question to info@lakesunbank.com. The Customer Service Center is open Monday – Friday 7:30 am – 5:30 pm and Saturday 8:00 am – 12:00 pm.

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Lake Sunapee Bank's mobile banking is phone device agnostic. It works with any web-enabled mobile phone device whose network allows secure SSL traffic.

Provided that you have access, you can:

  • View Transaction History
  • View Account Balances
  • Transfer Funds between accounts
  • Pay Bills to existing Payees
  • View Alerts
  • Release ACH and wires

If you have selected to receive text alerts, each time you make a transfer or bill payment, a confirmation SMS Text Message is sent to your mobile device. If you do not receive a confirmation text message, double check to make sure the transaction went through via traditional online banking.

Log in to Lake Sunapee Bank online banking site > Settings > Mobile Settings > Deselect Enable Web Access for your Mobile Device > Click Submit. 

Since your account data is not stored on your mobile device, your information cannot be stolen. When you replace your device, simply edit your Mobile Settings and make any changes to the Wireless Provider and/or Phone Number.

When you complete a transaction from your mobile device (bill payment, funds transfer, etc.) you will receive an SMS Text Message as confirmation that the transaction was successful. If you do not receive this message due to a dropped call or lost signal, check your accounts and re-submit any transactions that did not process.

If you get a new phone, but are using the same phone number and provider, no changes on your part are necessary. If you switch providers and/or phone numbers, log in to your Online Banking via the Internet and update your information on the Settings > Mobile Settings page. You will not receive SMS Text Messages regarding Mobile Banking transactions if your phone number is not correct.

You will only be able to view 15 days worth of transaction history on your mobile device. There is no search feature.

Yes. You can access your accounts via any mobile device that is web-enabled and allows secure SSL traffic. The only difference is that SMS Text messages will be sent to the device entered when enrolling for mobile banking, not necessarily the device from which you perform a transaction.

Functionality is limited to sending payments to already established payees. To add a new payee, log in to your online banking, select Pay Bills  > Payees  > Add a Payee. You can then submit payments to that payee via your mobile device.

Log in to your online banking, select Pay Bills  >  Payments > Scheduled Payments and Stop the payment.

Check your phone’s settings to make sure you don’t have Alpha-only enabled on the keypad.

There are a number of reasons that you may experience trouble accessing the mobile version of Online banking on your phone. To use the mobile version, your phone will need to meet the following minimum requirements:

  1. Your mobile device must be web enabled.
  2. Your mobile network must allow secure SSL traffic. (You may need to contact your mobile provider to determine this.)

Enrollment for Mobile Text must be completed through Online Banking on www.lakesunbank.com through a web browser.

The validation code displays on the enrollment confirmation page within Online Banking. If you have navigated away from the enrollment confirmation page, you can submit the enrollment again to redisplay the code.

During the enrollment process you must designate a mobile short name for each enrolled account. This short name must be included in the text request to get account specific information.

Un-enrollment can be accomplished one of two ways. Log in to Lake Sunapee Bank online banking site > Settings > Mobile Settings > Text Mobile Settings > Deselect Enable Text Access for your Mobile Device > Click Submit, or you can text STOP to 89549.

Mobile Deposit is a convenient, easy way to deposit checks from your mobile phone into one of your deposit accounts. With the LSB Mobile Banking app on your iPhone® or AndroidTM you can take photos of your check, enter the check information and securely submit your deposit for processing. 

There is no charge for Mobile Deposit. There may be charges associated with data usage on your phone depending on your wireless phone plan. Check with your wireless phone carrier for more information.

Not at this time. Currently only the iPhone (3G or higher) with iOS 4.0 or higher, and the Android 2.2 or higher is currently supported.

Mobile Deposit is available to qualified customers who have applied and been approved for this service. To use Mobile Deposit, you must be an iPhone or Android user and enrolled in Online Banking and in Mobile Banking. To apply, click on the Mobile Deposit Application link "Enroll Today" on our Mobile Banking web page, complete information, accept the terms of agreement, and submit the application securely online. You will receive an email within two business days after we receive your application notifying you of your approval.

Once you have been notified that you have been approved, follow these steps:

  1. Download the latest Lake Sunapee Bank Mobile Banking app from the App Store, or from Google Play Store. 
  2. Log into your Online Banking with your existing User ID and PIN. 
  3. Scroll over and select the Mobile Deposit option to get started and follow the step-by-step directions.

Once you are enrolled in Mobile Deposit you may make mobile deposits into any Lake Sunapee Bank checking, savings or money market account you listed on your application.

Yes, there are transaction limits. 

New customers (approved customers new to 6 months)

  • Daily: $1,000 and up to 8 items 
  • Monthly: $10,000 and up to 40 items
Existing customers (approved customers with established accounts for more than 6 months) 
  • Daily: $2,500 and up to 8 items 
  • Monthly: $10,000 and up to 40 items daily and monthly transaction limits apply per customer, not per account. If you have multiple accounts these daily and monthly limits will apply. 

 It is not recommended because of the quality of many of the images.

You will receive two types of notifications that your deposit has been successful. First, a pop-up window will appear confirming your transaction. You will also receive an email confirming your transaction. Important Note: If you do not receive an email confirming your transaction, check your SPAM folder and take steps to ensure that future emails from this address are not blocked.

Successfully submitting your check images with your mobile device will begin the deposit process. However, the processing time to complete the deposit may vary. Deposits made through Mobile Deposits will generally update on your account at 10:30 a.m. EST, 2:30 p.m. EST, and 5:30p.m. EST, Monday through Friday. Any Mobile Deposits made after 5 p.m. EST Friday through Sunday or holidays will be posted and available to you the next business day in the 10:30 am EST update. If your deposit is declined, we will email you the notice by the first business day after the day the deposit is received. Deposits may be subject to additional case by case or exception holds. Please refer to the Bank's Funds Availability Policy for more information.

Deposits will be available to review for 5 days on the Mobile Deposit option of your mobile device. Once the deposit has posted to your account, it will appear in your Online Banking history for up to 6 months. To access this history:

  1. Sign into Online Banking. 
  2. Select transactions for the account into which you made the deposit. 
  3. Click on the deposit to view the available transaction detail. Scroll through your history to view the available deposit detail. 

After successfully submitting a deposit with Mobile Deposit, retain the original check until final settlement of the item should there be any dispute that the image does not satisfy legal equivalency requirements. We recommend keeping the check for a minimum of 14 days, then securely destroy the check.

  • Checks must be made payable only to you. Joint checks or checks made payable to Cash must be properly endorsed. 
  • Checks must not be drawn on an international bank or payable in a foreign currency. 
  • Checks must not be altered on the front of the check in any way. 
  • Checks must have an authorized signature. Demand drafts or remotely created checks are not allowed. 
  • Checks must not be dated more than six months prior to the date of deposit. 
  • Checks must not have previously been returned as stop payment or account closed. 

Yes. You will be prompted occasionally to update your application. In addition, customers should also download and apply any updates received from their respective service providers to ensure ongoing optimal operation of devices.

Nationally and internationally, debit card fraud has become a significant issue for financial institutions and their customers. Lake Sunapee Bank has developed the LSB Alert Center to monitor your card for potential fraudulent activity which can be costly and disruptive to your finances. If we identify a transaction that may indicate fraud, we will reach out to you to approve or deny the transaction. If the transaction is approved by you, your card remains active as normal. If the transaction is denied by you, your card will be canceled and a member of our LSB Alert Center will reach out to you in initiate a new card. If the transaction alert is unanswered, your card will be suspended until we hear from you regarding the transaction.
Our LSB Alert Center encompasses multiple strategies driven by current fraud trends. We look at many variables when determining that a transaction is suspicious and potentially fraudulent (for example, the number, dollar amount and rate of transactions, merchant type and location).
The LSB Alert Center uses two forms of notification for optimal contact attempts. If you do not sign up for text alerts, you will be contacted by phone number and by email. If you do sign up for text alerts, you will receive an email and text notification.
No. You do not need to respond to both notifications. Once you respond to one of them, your authorization, or non-authorization for that transaction will be in place. The hours we will contact you by phone are 8:00 AM to 8:00 PM Eastern Standard Time (EST). Email and text notifications will arrive at any time of day.
If you receive an email notification and respond, you will still receive the phone notification because it went into a queue and was held until 8:00 AM. You do not need to take any action with the phone call if you have responded through the email notification.
Yes. Please call us at 800-281-5772 to request your home phone number be updated to your mobile phone number. Please note that in doing so, all contact from the bank through phone will be routed to your mobile phone.
Initial telephone contact will not be specific to a certain card. Once someone responds to the message by calling 866-446-1180, they will be told the last four digits of the card that has the questionable transaction. In an effort to keep messages separate, each member of a household may want to provide their own primary number for calling purposes, such as a mobile number.
Some merchants pre-authorize transactions before the purchase is actually made. This is very common with pay-at-the-pump gas transactions and restaurants. Many times, the pre-authorization is for $0.00. In these instances, your LSB Alert Center message is showing the pre-authorization amount designated by the merchant instead of the actual transaction amount. This pre-authorization amount will not be posted to your account.
If you confirm that your card has had a fraudulent transaction, the card will be closed and a new card ordered. When you receive your new card, you will automatically be registered with the newly issued account number, and alerts will reflect this new number.
It is not necessary when you have access to text, email or telephone notifications while traveling within the United States. The LSB Alert Center will continue to contact you through your preference of text and email or telephone and email. It is important that we have your most current contact information. Please contact us at 800-281-5772 or stop by any branch.
We understand how difficult it can be to communicate while traveling abroad, so to minimize interruption in your debit card use, we encourage you to provide us with your travel plans outside of the United States. Please contact our Customer Service Center at 800-281-5772 or fill out a travel notification form at least 2 business days before you go. Travel notifications are good for up to 14 days of travel. If your travel is for a longer period, please let our Customer Service Center know. Limitations may occur when using your card in a foreign country – a good back up plan is to have another means of making purchases.
If a transaction is flagged as suspicious, a text message will be sent, however you may not receive it depending on your mobile carrier’s coverage. For more detailed information about coverage outside the U.S., contact your carrier. It is always a good practice to inform us of your travel plans by calling 800-281-5772 or fill out a travel notification form prior to traveling outside of the U.S. Doing so will help avoid having legitimate charges flagged as potentially fraudulent. In some cases your card may be blocked from further transactions until we are able to contact you.
When you notify us that you are traveling, you will not receive alerts on your debit card transactions. By doing so, we can’t guarantee that your account will be safe from fraudulent activity. We work diligently to monitor your account and take action to safeguard your funds. In some cases, your card may be blocked from further transactions until we are able to contact you.
Using your mobile phone, text “LSBAlert” to 47334. You will receive a confirmation text message that says the following: “LSBAlert. Reply STOP to cancel, HELP for help or call 8664461180. Msg&Data rates may apply. Msg freq is recurring & based on fraudulent activity.”
The Bank does not charge for this service. However, standard text message and data rates assessed by your mobile carrier may apply. Please check with your mobile carrier to ensure that you have 'text messaging' on your monthly mobile phone plan.
AT&T, Sprint, Nextel, Boost, Verizon Wireless, U.S. Cellular®, T-Mobile®, Cellular One Dobson, Cincinnati Bell, Alltel, Virgin Mobile USA, Cellular South, Unicel, Centennial and Ntelos. (This list is current upon publication but subject to change without notice.)
Text messaging is required to receive text messages from this service. If your mobile phone is able to send and receive text messages, but you do not currently subscribe to this service, you will need to contact your mobile phone provider to add the text messaging feature to your mobile phone plan.
Typically, alerts arrive within a few minutes, but timing may vary based on your mobile provider, and accessibility to mobile network. In some cases your card may be blocked from further transactions until we are able to contact you.
Text messages are unique in that some mobile phone carriers can only hold 160 characters per text. Some commands require multiple messages to return all of the necessary information. In some cases, you may receive these alerts out of order. Please be sure to wait and review all messages before responding.

You will receive the following message: "LSBAlert. Reply STOP to cancel, HELP for help or call 8664461180. Msg&Data rates may apply. Msg freq is recurring & based on fraudulent activity."

Replying STOP will cancel text messages from coming in. If you do so and wish to receive text alerts, you will need to re-enroll your mobile number.

No. Commands can be sent as upper-case, lower-case or a mixture of both.
No. Only one mobile phone number can be linked to a single card number.
In order to receive alerts at your new mobile number, please let us know your new number by calling our Customer Service Center at 800-281-5772 or by stopping by any branch. Once we have it, re-enroll your card(s) in LSB Alert Center using your new mobile number. Your old number will no longer be enrolled once this is done.
If your phone is no longer in your possession, please enroll your new mobile number or request to be removed from text alerts by contacting us at 800-281-5772 or by stopping by any branch until you have a new mobile number.
We will never ask you to text us your account number, personal identification such as your birth date or social security number, or other personal information such as your mother’s maiden name or address. If you ever receive a text message asking for your account numbers or other personal information, please do not respond and contact us at 800-281-5772 or stop by any branch.
Send a text that says STOP to 47334 or reply STOP to any LSB Alert Center message that you receive. This will cancel any further alerts to your mobile number. You will receive an opt-out confirmation. LSB Alert Center will still call your home number regarding suspicious activity.