24x7 Banking FAQs

Select a topic:

• General 24x7 Banking FAQs
• Online Banking Login FAQs

Got a question about 24x7 Banking with North Shore Bank? Here’s where to look for the answers.

• What kind of computer and browser should I use with Online Banking/Bill Pay?
• How safe is my account information online?
• What can I do with 24x7 Banking?
• Is there a charge for Bill Payment?
• Can I view my checks online?
• What are the password guidelines for Online Banking access?
• How long will it take to process my Online Banking registration?
• Are there ever charges for Online Banking?
• How often is the activity and balance updated on my Online Banking accounts?
• When will my online fund transfers be processed?
• Can I close my bank account(s) through Online Banking?
• How do I check or update my Internet browser version?
• What do the following error messages or warnings mean?
• How soon are funds from telephone transfers available?
• I tried to perform a transfer through the EASY ACCESS line, but it didn't go through. Why not?

Q: What kind of computer and browser should I use with Online Banking/Bill Pay?
A: North Shore Bank’s Online Banking and bill payment services work best with IBM®-compatible computers that are using Microsoft® Internet Explorer® version 5.5 and above. If you are experiencing problems with Online Banking or bill payment and you are using an IBM®-compatible computer, we strongly recommend that you update your browser version. View 24x7 Banking Technical requirements.

Q: How safe is my account information online?
A: It’s extremely safe. In fact, there are eight layers of security built into North Shore Bank’s Online Banking system, all designed to protect your personal and account information. These include:

• Your password
• Secure browsers and servers
• Secure Socket Layer (SSL) protocol
• 128-bit encryption
• Cryptography
• Special firewalls

Q: What can I do with 24x7 Banking?
A: With our 24 x 7 Banking service, you can enjoy round-the-clock access to your North Shore Bank deposit accounts—checking, savings, money market, Certificate of Deposits (CD’s), loans, and investments and more.

Q: Is there a charge for Bill Payment?
A: North Shore Bank has a Free electronic only bill service –ePay. ePay (electronic bill payment) is only available to you for paying companies set up for electronic billing (eBilling). In addition, North Shore Bank has premium Bill Payment Service –All Pay. All Pay is free for the first three months (six months for Perks customers). After the initial three months, there is a small monthly fee for our All Pay service. Compare Bill Pay Services.

Q: Can I view my checks online?
A: Yes. You can view images of your cleared checks online with the click of a mouse and at no charge. By just clicking on the check number in your Online Banking checking account, you can view the front and back of your cleared checks.

* It may take 3 or 4 days after the check has cleared to be able to view its image online.

Q: What are the password guidelines for Online Banking access?
A: There are just a few guidelines you must follow when selecting and using your password. These include:

1.	Your password must be at least 6 but no more than 16 characters long.
2.	Your password is case sensitive, so check to see if your caps lock key is on or off. (You can use either all caps, all lower case or a mixture.) Also, your password cannot read the same forwards and backward (i.e., "race car").

Q: How long will it take to process my Online Banking registration?
A: After signing up for Online Banking, you will be able to access your accounts online immediately.

Q: Are there ever charges for Online Banking?
A: North Shore Bank’s basic Online Banking is free for all our checking, savings and loan customers. However, there are some small charges for selecting optional online services.

Q: How often is the activity and balance updated on my Online Banking accounts?
A: The balances for your accounts are updated every time you log into your accounts online.

Q: When will my online fund transfers be processed?
A: Online transfers are processed during the following days/times.

• Monday through Thursday: 7:00 a.m. to 8:30 p.m.
• Friday: 7:00 a.m. to 9:15 p.m.
• Saturday: 7:00 a.m. to 5:15 p.m.
• No Processing on Sundays and holidays.

Completed transfers subject to account requirements (balance, minimum withdrawal requirement, etc).

Q: Can I close my bank account(s) through Online Banking?
A: You cannot close your bank accounts (checking/savings/loans) online. You can bring the account to a 1¢ balance and penalties/fees may be issued. If you wish to close an account, please stop by your nearest North Shore Bank office.

Q: How do I check or update my Internet browser version?
A: To check the version of your Internet browser, locate the "Help" menu at the top of your screen and select the "About Name of Browser " item. The version number will be listed either after or before the name of the browser. Learn more.

Q: What do the following error messages or warnings mean?
A:

1.	"Log In Information May Be Missing Or Invalid. Use First Time Log In If Logging In For The First Time" : If you have already signed up for Online Banking, this message usually means that either you have entered both your access ID and password incorrectly or you only entered your access ID incorrectly. Remember that your access ID and password are case-sensitive, so please make sure that you're entering both of them exactly as you created them (either all caps, lower case or a mixture).
2.	"Invalid Customer Security Code". This message means that you entered your password incorrectly. Remember that your password is case-sensitive, so please make sure that you're entering it exactly as you created it (either all caps, lower case or a mixture).
3.	"Your account has been disabled". If you receive this message, it usually means that the password has been entered incorrectly five or more times. This message may also appear when you use the “Back” button on your browser instead of using the links at the top of your Online Banking screens. If this happens, please call 262-797-3833 or toll-free at 1-877-672-2265 between 8:30 a.m. and 5 p.m. (CST), Monday through Friday. Or send us an e-mail.
4.	“The information you are submitting is insecure”. The message you see is a "Warning! You have requested an insecure document that was originally designated a secure document. The document and any information you send back could be observed by a third party while in transit" - or a related message (depending on your browser) is shown because you are moving from a secure page within our Online Banking site to an unsecured page. This is your browser's way of warning you that the next page you are requesting is an insecure document and that you should not enter any confidential information on it. Once you leave a secure site like Online Banking, any information you transmit from that page is not encrypted for security and could possibly be viewed by a third party.
5.	"Warning: Page has Expired". This is done for security reasons. Instead of using the browser buttons, please use the navigation icons or links on the Online Banking screens.
6.	”Invalid customer security code”. This message means that you entered your password incorrectly. Remember that your password is case-sensitive, so please make sure that you're entering it exactly as you created it (either all caps, lower case or a mixture).

Q: How soon are funds from telephone transfers available?
A: Funds from telephone transfers are available immediately if transferred between 8 a.m. and 8 p.m. any weekday or between 8 a.m. and 4 p.m. on Saturdays. Funds transferred after these hours will be available the beginning of the next business day. Funds transferred on Sunday will be available on Monday (All times are based on CST.).

Q: I tried to perform a transfer through the EASY ACCESS line, but it didn't go through. Why not?
A: There could be several reasons. There may be no funds currently available in your account or one of the accounts involved could be a passbook savings account, which does not permit such transactions.

Online Banking Login FAQs

• I am having trouble logging into my accounts. My password and user name are being entered correctly. What else could it be?
• Will I be able to change my Authentication Image?
• I sometimes access Online Banking from a public computer, such as at an Internet café or at work. Can I still use those types of computers to do my Online Banking?
• Am I required to enroll in Layered Authentication?
• How does the Authentication Image protect me?
• Why should I register my computer?
• Is there a limitation on the number of computers I may register?
• I registered my computer, but I am being asked to answer a challenge question when I log into Online Banking?

Q: I am having trouble logging into my accounts. My password and user name are being entered correctly. What else could it be?
A:

1. Verify that your browser is set to accept cookies, especially "session cookies". A cookie is a piece of data used inside the secure banking environment that allows you to proceed within your account without having to login every time you switch banking screens. Each browser has different methods of checking cookie settings. To find out how to set your browser to accept cookies, simply click on the “Help” menu in your browser's title bar and look in the help contents/index for “Cookies”.
   
   You should also make sure your browser is not blocking cookies from
   • secureinternetbank.com (Online Banking)
   • checkfreeweb.com (All Pay)
2. Your browser must support 128-bit encryption, with Secure Socket Layer technology. Older versions may not allow you to access your Online Banking account. Also, please note that Online Banking and bill payment services work best with IBM®-compatible computers. View 24x7 Banking Technical requirements.

Q: Will I be able to change my Authentication Image?
A: A default image will be provided to you at enrollment, and you must keep this selection initially. You will then be able to change your Authentication Image after completing the enrollment process. You will be able to select from a library of thousands of images.

Q: I sometimes access Online Banking from a public computer, such as at an Internet café or at work. Can I still use those types of computers to do my Online Banking?
A: Yes, you can continue to use public computers to access Online Banking. As part of your enrollment in the Layered Authentication process from your home computer (or other non-public computer you regularly use), you will complete a series of challenge questions. If you need to access Online Banking from a non-public computer, you will be provided with an additional confirmation process using the challenge questions, and then will be granted access to the system.

Q: Am I required to enroll in Layered Authentication?
A: Yes, we are requiring all Online Banking users to enroll in Layered Authentication for their security. We’re confident that you will find the process easy to use and convenient.

Q: How does the Authentication Image protect me?
A: The Authentication Image that is presented back to you is a verification that you are accessing our legitimate Online Banking site. By presenting the Authentication Image and passphrase that you established during the enrollment process, we are providing an assurance to you that your activity has not been redirected to a fraudulent site where your login credentials could be compromised.

Q: Why should I register my computer?
A: Each computer has a unique set of characteristics, similar to a fingerprint. By registering the computer, its unique set of characteristics will be stored by Online Banking and used as additional validation criteria during subsequent logins. If you choose not to register a computer, you will be presented with a different validation process consisting of challenge questions/answers. Thus, we encourage you to register your computer and make for a more convenient, yet secure, login process.

Q: Is there a limitation on the number of computers I may register?
A: There is no limit on the number of computers you may register.

Q: I registered my computer, but I am being asked to answer a challenge question when I log into Online Banking?
A: Have you recently deleted your Internet browser's cookies? When you choose to register your computer the registration information is stored in a cookie which your browser references each time you log in.

If that cookie is deleted then you will be asked to re-register your computer. If you did not delete your Internet browser cookies please check to see if your browser is blocking cookies. You should also add secureinternetbank.com to your browser's list of accepted sites.