Online Banking FAQ

Online 24
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How do I use Online 24?

After you enter your PIN number on the first screen of Online 24, you will be shown a list of your accounts and the balance in each. If you want more detail, or want to carry out a transaction, just select the function from the pull down menu for the account you are interested in and press the "GO" button. Any additional pages will have action buttons on them that lead you through your transaction.

What happens if I don't log off of the system?

Online 24 has a 10 minute time-out feature. If you are logged in for 10 consecutive minutes without using Online 24, you will have to log in again to resume banking.

What happens if I forget my Online 24 PIN?

You are allowed 3 attempts to enter your PIN. On the third attempt, if invalid, you will be locked out of the system. Immediate access may be regained by calling the Online Banking at 603-826-7764 or 1-800-281-3884 during their regular business hours, Monday through Friday 8:45am through 5:00pm EST.

What should I do if I think someone has my access codes?

Immediately change your current PIN number and Personal ID under the "Account Management" option. Contact Online Banking at 603-826-7764 or 1-800-281-3884 during their regular business hours, Monday through Friday 8:45am through 5:00pm EST.

When will transfers show in my account?

The transfer cut-off time for current day's business is 5:30 p.m. EST. Any transfers made after this time may not be transacted until the next business day.

How do I add or delete accounts to my existing Online 24 relationship?

Contact Online Banking at 603-826-7764 or 1-800-281-3884 or via our Online 24 Maintenance Form or by visiting one of our branch offices. You must be an authorized signer on the account.

How much does Online 24 cost and when will I be charged for the service?

The Online 24 service is FREE. If you elect to sign up for the Bill Payment service, it is FREE with E-Statements or $5.95 monthly fee without E-Statements. For business accounts, the Online 24 with Bill Pay is FREE with E-Statements or $9.95 monthly fee without E-Statements. To use Bill Payment, you must have a checking account with Connecticut River Bank N.A.. The Bill Payment fee will be deducted from your checking account on approximately the 15th day of every month.

How do I add the optional Bill Payment service if I did not select it when I applied for Online 24?

Contact Online Banking at 603-826-7764 or 1-800-281-3884 or via our Online 24 Maintenance Form or by visiting one of our branch offices. You must be an authorized signer on the account.

How many statements can I see online?

You will be able to access and print your current transactions, since your last statement, as well as the statement dates shown on the Statement/Notice screen. The statement file will begin to build from the date that you sign up for Online 24.

What if I get an error message?

If you get an error message please make a note of the message, the error number and the time. Then simply contact Online Banking at 603-826-7764 or 1-800-281-3884 and we will make every effort to resolve the issue as soon as possible.

 

Bill Pay
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When and how are bill payments processed?

Scheduled payments are processed Sunday through Saturday at 12:00 AM (EST). Payments will be processed the evening before they are scheduled and sent the morning of the requested processing day. 1) If the payment is by check, the check is mailed the following morning. Please note, it generally takes 5 business days for the check to be mailed and processed by the payee. Please consider adjusting the payment date to account for this. The payment is deducted from your checking account when the check is presented for payment. 2) Electronic payments will be sent the morning after the Payment date. You should consider adjusting the payment date for at least 3 business days before the actual payment due date. The payment will be deducted from your account on the scheduled payment date.

How do I know if a payee is electronic or check?

Once you have set up the payee, you can look at the VIEW PAYEES screen, and you will see a field that will tell you if the payee accepts electronic or check payments.

Are payments processed on holidays or weekends?

Payments are not processed the night before a holiday; instead they are processed the night of the holiday. Using Thanksgiving as an example, payments would be processed on Thursday night rather than Wednesday night. Scheduled payments that fall over a weekend will be processed on Friday evening. Any new payments that are scheduled over the weekend, for the current weekend, will be processed on Sunday night.

Whom can I pay with Bill Payment?

You can pay anyone in the United States, from your next-door neighbor, to the utility company, to a child in college across the country. The only restriction is that you cannot pay any government agencies.

How late in the day can I enter, edit, or delete a payment?

You may edit or delete payments scheduled Sunday through Friday up until 11:00 p.m. EST the day before the scheduled payment date.

Are there any minimum and maximum payment amounts?

Yes. Because the Bill Pay checks pay through your checking account the available balance in your checking account when the check is presented for payment governs the maximum payment amount. The minimum amount you may make a payment for is $0.01.

How far in advance can I schedule payments?

You may schedule payments up to 90 days in advance of the first due date.

Can I stop a payment?

Yes, you may place a stop payment on any check that you have issued that has not paid. There is a fee for this service. To place a stop payment on a check, please determine if the check has been paid by using the VIEW A RANGE of transactions screen. If the check does not show as being paid, you go to the enter stop payment screen and enter the information requested. Note: The Enter Stop Payment option on the VIEW ACCOUNTS screen of Online 24 is for both hand-written checks and bill payments made online by check. Stop payments may not be issued for electronic payment.

Can I get a copy of a canceled check?

Yes, all checks drawn on your account, to include Bill Pay checks, are paid through your checking account and are available to view and print by clicking on the check number that you want to print or view as they appear on either the Current transaction screen or View a range of transaction screen.

On the Payment History page, what does the 'Status' field indicate?

PENDING: The payment has been processed, but not yet sent.

PROCESSED: The payment has been processed and sent.

HOLD: The payment has a research request on it. This usually means the payment is incomplete, but can be processed when the issue is resolved.

Can I edit payee addresses?

No. You will have to set them up as a new payee with the correct address and delete the old payee record.

Can I have multiple payments to the same payee on the same day?

You can make multiple payments to the same payee as long as the payment amounts are different. For your protection, the system will not pay duplicate items on the same day.

Confirmation Numbers - Are These Important?

Yes. A Confirmation number will be assigned to each Electronic Bill Payment at the time you submit your request. The same confirmation number is also used each time you instruct us to amend or delete a previously scheduled Electronic Bill Payment. You may record these confirmation numbers for future reference if you wish. For your convenience, Electronic Bill Payment Confirmation Numbers for scheduled payments are found in the menu option for "View Payment Schedule" so you are not required to write them down. They will help us resolve any questions and expedite any request you may have about your Electronic Bill Payment transactions.

 

Support
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Who do I contact if I have a question or problem with bill payment?

If you are experiencing any difficulty with the bill payment functions, you need to contact Online Banking at 603-826-7764 or 1-800-281-3884 during their regular business hours, Monday through Friday 8:45am through 5:00pm EST.

Who do I contact if I have a question or problem with Online 24?

If you are having any problems with Online 24 or notice a discrepancy in your account, use the Contact US function to send a message to our Online 24 Administrator. A representative will contact you as soon as possible. If you would rather talk to a Customer Service Representative, please contact Online Banking at 603-826-7764 or 1-800-281-3884 during their regular business hours, Monday through Friday 8:45am through 5:00pm EST.

Is the Connecticut River Bank website secure?

Yes. We use industry-accepted security practices, including firewalls and encryption, to safeguard the security of your personal financial information. Learn more about about online security on our Online Banking Security page.

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