Online Banking

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Q After how many invalid logon attempts will I be locked out of Online Banking?
A

Three invalid logon attempts will lock you out of Online Banking. If the customer has activated the Self Reset function, they will be prompted to reset the password after answering personally set security questions. Customers can also call the e-Banking Customer service department at 800-310-6356 Monday – Friday from 9:00 am – 5:00 pm for assistance.

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Q Can I use Online Banking if I only have a CD, Loan, or Savings Account?
A

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

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Q How can I add or delete an account from Online Banking?
A

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..

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Q How can I reset my Online Banking Account (not Bill Payment)?
A

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 the Internet Banking Customer service department at 800-310-6356 Monday – Friday from 9:00 am – 5:00 pm.

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Q How can you guarantee the security of my banking information?
A

First, 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.

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Q How do I know if my browser has 128-bit encryption?
A

By clicking on the Test Browser button on our Home Page/Online Banking sign-on page.

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Q If I have a question about Online Banking whom should I call?
A

Call our e-Banking Customer Service Center at 800-310-6356, or e-mail your question to info@lakesunbank.com. The e-Banking Customer Service Center is open Monday – Friday 9:00 am – 5:00 pm and Saturday 9:00 am – 12:00 pm.

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Q What do I need to gain access to Online Banking?
A

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.

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Q What does Online Banking cost?
A

Online Banking and Bill Payment is free to all customers.

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Q What happens if I lose or forget my ID or PIN?
A

If you lose/forget your ID or PIN, call Lake Sunapee Bank's e-Banking Customer Service Center at 800-310-6356 - Monday – Friday 9:00 am – 5:00 pm and Saturday 9:00 am – 12:00 pm. We will then be able to reset your PIN, and mail a PIN reminder with the ID number.

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Q What services are offered through Online Banking?
A
  • Unlimited in the numbers and types of accounts to access.
  • Transfer funds electronically between all checking and savings accounts (regulatory limitations may apply).
  • Transfer funds electronically between checking/savings and loan accounts at Lake Sunapee Bank allowing for Interest / Principal payment distribution.
  • Transfer funds electronically between lines of credit (Cash Reserve) and checking.
  • 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, Loan, and Safe Deposit Accounts.
  • Stop payment on 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 Option - access the designated checking account to pay most bills.

 

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Q Will Online Banking be available to me all the time?
A

It will be available virtually any time, day or night, 7 days a week. However, there may be times when it is temporarily unavailable due to nightly processing updates, or technical difficulties.

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Q Who can have Online Banking?
A

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 our Lakesunbank Business Online product. Contact our Business Services Manager at 800-281-5772 for more information!

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Q How can I get Online Banking?
A

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

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Mobile Banking - Web

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Q What are the restrictions on the type of mobile devices that can be used to access accounts?
A

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.

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Q What functions can I perform from my mobile device?
A

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

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Q How do I know if my transfer or bill payment was entered successfully?
A

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 NetTeller.

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Q What if I no longer want to be a mobile user?
A

Log in to Lake Sunapee Bank online banking site > Select Options > Mobile Settings > Deselect Activate Mobile Banking Access > Click Agree. 

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Q What happens if I lose my mobile device?
A

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.

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Q Why can’t I add a new payee?
A

Functionality is limited to sending payments to already established payees. To add a new payee, log in to the online banking site, select Bill Payment, and add a new payee. You can then submit payments to that payee via your mobile device.

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Q What happens if I lose communication/signal during a transaction?
A

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.

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Q What do I need to do if I get a new phone?
A

If you simply 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 NetTeller account via the Internet and update your information on the Options > Mobile Settings page. You will not receive SMS Text Messages regarding Mobile Banking transactions if your phone number is not correct.

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Q How can I search for a transaction?
A

You will only be able to view 15 days worth of transaction history on your mobile device. There is not a search feature.

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Q Can I use any mobile device to access my accounts?
A

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.

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Q Can I add a new Bill Payment Payee via mobile banking?
A

No. You can only add payments to payees already established through your traditional Internet-based NetTeller ID.

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Q How do I delete a Bill Payment that I set up through my mobile device?
A

You must log in to your Internet-based Online Banking ID and delete the payment from the main menu of the Bill Pay module.

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Q When I try to enter an amount for a bill payment or transfer, I can’t enter any numbers, only letters. Why?
A

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

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Q What if I can’t get my mobile device to work with Internet Banking?
A

There are a number of reasons that you may experience trouble accessing the mobile version of Internet 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.)

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Mobile Banking - Text

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Q Can I enroll from Mobile Text from my mobile device?
A

Enrollment for Mobile Text must be completed within your traditional NetTeller site.

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Q How do I find the validation code to use to complete enrollment?
A

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

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Q How do I get information for a specific account?
A

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.  

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Q How do I un-enroll for Mobile Text?
A

Un-enrollment can be accomplished one of two ways.  You can log into your traditional Online Banking site and un-select the enroll option or you can text STOP to 89549.

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Transfers

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Q Are there excessive withdrawal limits when transferring from my Money Market or Savings Accounts?
A

Due to Federal Regulations the customer may not make more than six transfers or withdrawals per month or statement period, when these transfers are made by means of a pre-authorized or automatic transfer, or telephonic agreement, order or instruction, including Online Banking. Transferring from a savings or money market account to a loan at Lake Sunapee Bank does not count towards the excessive withdrawal limit.

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Q Between what accounts can I transfer?
A

You may transfer between all your designated deposit or loan accounts at Lake Sunapee Bank. Some accounts may be excluded from transfer capability due to regulatory requirements, bank policy, or loan agreement between the customer and Lake Sunapee Bank.

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Q How late can I make a transfer and still have it post to my account that night?
A

A transfer can be made up to 10:45 pm EST time during any business day for that transaction to post that night. This includes all transfers between deposit accounts and loans. A transfer made today after 10:45 pm will "memo post", but will not actually appear until the next business day.

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