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Frequently Asked Questions

What’s the difference between “Card on File” and “Recurring Payments”?

What is My Card Manager?

I set up debit card alerts, but I am not receiving them on my mobile phone.

I set a spend limit on my debit card of $100 per transaction, but my debit card is denied at some gas stations. Why?

How many transactions show within My Card Manager?

I set up a transfer in the Personal Mobile App or Online Banking. What if I change my mind and no longer wish to make the transfer?

Is there a limit to the number of personal accounts I can set up in the Personal Mobile App or Online Banking for external transfers?

In the Personal Mobile App or Online Banking, is there a limit to the amount of money I can transfer to an external account?

Is there a fee to use the Personal Mobile App or Online Banking to transfer money to an external account?

What are some top financial security tips I should be aware of?

Can I schedule an appointment at a branch online?

What market areas does North Shore Bank Serve?

What is Zelle^®?

Who can I send money to with Zelle^®?

How do I use Zelle^®?

Someone sent me money with Zelle^®, how do I receive it?

How do I enroll in Zelle®?

How do I activate my debit card?

What countries do not accept debit cards?

How can I get my account number?

How do I enroll in and use Bill Discovery?

I tried paying with my contactless debit card, and it didn’t work.

How close does my contactless debit card need to be to the checkout reader?

Can I use my contactless debit card on payment readers that don't display the contactless symbol?

How do I pay with contactless?

Can I receive cash back with my contactless debit card?

I would like to open an account online. How do I make the initial deposit?

When I receive a reissued or replacement debit card, will I have to update the card information within My Card Manager?

Can I add other financial institutions’ debit or credit cards to My Card Manager?

I transferred money to/from an external account. How quickly will my transferred funds appear in my account?

Can I use the Mobile App or Online Banking to transfer money to another person’s account?

A transfer was made from my account - but I did not initiate the transfer. What should I do?

How do I connect my Business Online Banking account to my QuickBooks software?

How do I connect my personal Online Banking account to Quicken?

How to I make a deposit at an ATM?

How do I request a duplicate lien release?

What is Extended Debit Card Coverage?

What do I do if I lost my debit or credit card?

What should I do if my Debit card becomes lost or stolen?

Digital Banking Terms and Conditions

Do you have a rewards program?

Can you send a 10-day loan payoff quote to my bank or credit union?

How do I contact Customer Support?

How do I use Apple Pay?

How do I remove a card from Apple Pay?

Can you get me a copy of my credit report?

How do I import my personal Online Banking transactions into my Quicken software?

Which devices can I use with a Digital Wallet?

Why am I seeing pop-up ads when I visit northshorebank.com?

How much does it cost to reorder checks?

How can I view my previous check order(s)?

What are the hardware & software requirements for the Mobile App?

What versions of Android are compatible with the Mobile App?

What versions of iOS are compatible with the Mobile App?

Why is my mobile device no longer compatible with the Mobile App?

How can I make a mortgage or consumer loan payment?

How do I set up SMS eAlerts through Online Banking?

How much does it cost to use Online Banking?

What should I do if I'm affected by the Equifax data breach?

Equifax, one of the three major credit bureaus, experienced a massive data breach. The hackers accessed people’s names, Social Security numbers, birth dates, addresses and, in some instances, driver’s license numbers. They also stole credit card numbers for about 209,000 people and dispute documents with personal identifying information for about 182,000 people.

Was my information stolen?

If you have a credit report, there’s a good chance it was. Go to a special website set up by Equifax to find out: https://www.equifaxsecurity2017.com. Scroll to the bottom of the page and click on “Potential Impact,” enter some personal information, and the site will tell you if you’ve been affected. Be sure you’re on a secure network (not public WiFi) when you submit sensitive data over the internet.

How can I protect myself?

Enroll in Equifax’s services.

Equifax is offering one year of free credit monitoring and other services, whether or not your information was exposed. You can sign up at https://www.equifaxsecurity2017.com.

Monitor your credit reports.

In addition, you can order a free copy of your credit report from all three of the credit reporting agencies at annualcreditreport.com. You are entitled to one free report from each of the credit bureaus once per year.

Monitor your bank accounts.

We also encourage you to monitor your financial accounts regularly for fraudulent transactions. Use online banking services to keep a close eye on your accounts.

Watch out for scams related to the breach.

Do not trust e-mails that appear to come from Equifax regarding the breach. Attackers are likely to take advantage of the situation and craft sophisticated phishing e-mails.

Should I place a credit freeze on my files?

Before deciding to place a credit freeze on your accounts, consider your personal situation. If you might be applying for credit soon or think you might need quick credit in an emergency, it might be better to simply place a fraud alert on your files with the three major credit bureaus. A fraud alert puts a red flag on your credit report which requires businesses to take additional steps, such as contacting you by phone before opening a new account.

How do I contact the three major credit bureaus to place a freeze on my files?

Equifax: Call 800-349-9960 or visit its website.

Experian: Call 888-397-3742 or visit its website.

TransUnion: Call 888-909-8872 or visit its website.

Where can I get more information about the Equifax breach?

You can learn more directly from Equifax at https://www.equifaxsecurity2017.com. To learn more about how to protect yourself after a breach, visit https://www.identitytheft.gov/Info-Lost-or-Stolen.

Is a Business Banking App available for tablets (iPad and Android)?

Do you offer signature guarantee?

What are your current Business Account fees?

What is the fee for cashier's checks?

Is there a fee for money orders?

Am I required to keep a certain balance in my checking or savings account to avoid a fee?

Will I be charged a fee for my checking or savings account?

How do I request a stop payment on a check and what does it cost?

What happens if I deposit a check and it bounces?

Why am I seeing a fee on my personal checking or savings statement?

What is the fee for sending domestic or international wires?

What are your overdraft fees?

What are your current rates and fees?

Do I have to pay a fee to cash a check in a North Shore Bank branch if I do not have an account?

What are my new business checking account fees?

What is the cell phone protection coverage?

Will the change in order of process impact me?

Do you offer a holiday savings account?

What is the difference between Overdraft Protection and Overdraft Privilege?

How do I sign up for account Alerts in Online Banking?

How do I sign up to receive eStatements?

What are the browser requirements for Online Banking?

What operating systems and browsers are supported for use with Online Banking?

How do I open a savings or checking account?

How do I sign up for Boingo WiFi benefits?

Is my account information available 24-hours a day?

What types of payments can I make with Zelle^®?

How do I get started with Zelle^®?

What if I want to send money to someone whose financial institution doesn't offer Zelle^®?

How does Zelle^®work?

Can I use Zelle^® internationally?

Can I cancel a Zelle^®payment?

How long does it take to receive money with Zelle^®?

Will the person I send money to via Zelle^® be notified?

Is my information secure with Zelle^®?

I'm unsure about using Zelle^® to pay someone and I don't know. What should I do?

What if I get an error message when I try to enroll and email address or U.S. mobile number in Zelle®?

What is the difference between using Zelle® in North Shore Bank's Mobile App or Online Banking (web-based) vs. using the Zelle® app?

What are your current auto loan rates?

How do I apply to refinance my auto loan?

If I get an auto loan through North Shore Bank do I have to purchase a car from an auto dealer?

How does Mobile Deposit work?

What happens to my Traditional IRA if I die?

Your beneficiaries will be notified and funds will be distributed accordingly.

Don't have an IRA?

Make saving for retirement a little less taxing.
Both the Traditional and Roth IRA grow tax-deferred and are allowed to have automatic distributions. All of our retirement options come with the expertise and guidance of a knowledgeable North Shore Bank IRA Professional.

Use our Roth IRA Conversion Calculator to see if you should convert.

Traditional IRA
Anyone under the age of 70 with earned income and wants to save money for their retirement can use an account that allows their money to grow tax-deferred until retirement age.

What's in it for you?

Contributions may be tax-deductible^Footnote 1
Can be consolidated with other personal IRAs
North Shore Bank Certificates of Deposit are FDIC insured

Roth IRA
Anyone, any age, with earned income who wants to save money for retirement, especially those who earn an income that exceeds the limits set for Traditional IRA deductibility, and want the ability to withdraw the money tax-free can use a Roth IRA.

What's in it for you?

Earnings may be able to be withdrawn tax-free^Footnote 2
Can be consolidated with other personal IRAs
North Shore Bank Certificates of Deposit are FDIC insured
No requirement to withdraw a minimum amount at any age

Find an office near you.

1 Distributions taken prior to age 59½ are subject to an IRS penalty. Your contributions to a Traditional IRA may or may not be tax-deductible. Deductibility is determined by two factors, whether you actively participate in an employer-maintained qualified retirement plan and your modified adjusted gross income. (Consult your tax advisor)

2 Income limits affect eligibility to contribute. You can begin taking "distribution" withdrawals from a Roth IRA without paying taxes or penalties if you have held the account for at least 5 years, and have reached at least 59½ years of age. Unlike with a Traditional IRA, there is no requirement to withdraw a minimum amount at any age. (Consult your tax advisor)

What types of IRAs do you offer?

There are several types of IRAs offered through North Shore Bank.

Make saving for retirement a little less taxing.
Both the Traditional and Roth IRA grow tax-deferred and are allowed to have automatic distributions. All of our retirement options come with the expertise and guidance of a knowledgeable North Shore Bank IRA Professional.

Use our Roth IRA Conversion Calculator to see if you should convert.

Contributions may be tax-deductible^Footnote 1
Can be consolidated with other personal IRAs
North Shore Bank Certificates of Deposit are FDIC insured

Earnings may be able to be withdrawn tax-free^Footnote 2
Can be consolidated with other personal IRAs
North Shore Bank Certificates of Deposit are FDIC insured
No requirement to withdraw a minimum amount at any age

Find an office near you.

What is an IRA?

Make saving for retirement a little less taxing.
Both the Traditional and Roth IRA grow tax-deferred and are allowed to have automatic distributions. All of our retirement options come with the expertise and guidance of a knowledgeable North Shore Bank IRA Professional.

Use our Roth IRA Conversion Calculator to see if you should convert.

Contributions may be tax-deductible^Footnote 1
Can be consolidated with other personal IRAs
North Shore Bank Certificates of Deposit are FDIC insured

Earnings may be able to be withdrawn tax-free^Footnote 2
Can be consolidated with other personal IRAs
North Shore Bank Certificates of Deposit are FDIC insured
No requirement to withdraw a minimum amount at any age

Find an office near you.

Do you offer a notary service?

When will my Mobile Deposit be processed?

How do I change my name, address, or any other contact information?

How does a Home Equity Line of Credit impact my credit score?

How do I know what the payoff balance is on my Home Equity Line of Credit?

How do I know what my HELOC balance is?

What are my options when my HELOC matures?

What does it mean that my HELOC is maturing?

How do I send or receive wire transfers?

I'm having trouble enrolling in eStatements, who should I contact?

Where should I send proof of insurance related to my loan?

Can I change the due date on my loan?

Can I get a 1098 tax form for the interest paid on my loan?

What is the interest rate on my loan?

How soon should I expect to receive my paid loan papers and lien release after I pay off my consumer loan with the bank?

Do I have a grace period on my loan or do I need to pay on my due date?

Why does my loan statement have a different amount due rather than the normal payment amount?

Can I make a principal only payment online?

I want to payoff my loan. Where do I send the loan payoff funds?

How do you process my transactions? What is "order of processing"?

I have a negative balance in my Checking Account. What should I do?

Is there a minimum balance required for a checking or savings account?

Can I use my debit card while traveling internationally?

How do I change my PIN for my debit card?

Where can I find free ATMs?

My debit card is expiring. When will I receive my new debit card?

How do I order a new debit card?

How do I re-establish Online Banking after my computer was hacked or compromised?

Do I need to contact North Shore Bank when I am traveling and want to use my Debit Card?

Which accounts can be viewed with Online Banking or the Mobile App?

How do I add the Mobile App to my new phone?

Can I cancel or change a scheduled Bill Pay payment?

How do I sign up for online Bill Pay?

How do I transfer money into a different account?

How can I get a copy of a canceled check?

What is the difference between Current Balance and Available Balance?

Current Balance, also known as Account Balance or Ledger Balance, means the funds in your account, including deposits and withdrawals made to date. Not all your transactions will be immediately reflected. As a result, only part of this balance may be available for withdrawal. The Current Balance does not include checks or payments, including debit card transactions, that you have initiated but have not yet cleared your account.

Available Balance means the amount of money that can be withdrawn at a point in time. The Available Balance will be less than the Current Balance when there are pending transactions such as:

Funds held from deposits: These funds have been deposited, but are not yet fully available for withdrawal or transfer.
Funds held for debit card authorizations: This reflects merchant-authorized requests for payment, when the final charge has not been submitted by the merchant. ATM and PIN-based debit card transactions usually post the same business day and other everyday signature-based debit card transactions usually post within 4 business days. This means that your available balance may not accurately reflect pending debit card authorizations until the transaction is received by us and paid from your account (i.e., posted). Even though we may increase your Available Balance when a merchant does not submit the transaction for payment in a timely manner, the obligation to the merchant still applies.
Any other holds on funds in your account.

The Available Balance does not reflect every transaction you have initiated or previously authorized. Items that may not be reflected in your Available Balance include, but are not limited to:

Outstanding checks and authorized automatic withdrawals (such as recurring debit card transactions, transfers, and ACH transactions that we have not received for payment or processing).
The final amount of a debit card purchase. For example, we may authorize a purchase amount from a gas station, but the authorized amount may be different from the final charge.
Scheduled bill payments or other direct payments to other people that have not yet been processed.
Debit card transactions that have been previously authorized but not sent to us for payment from your account where we have released the transaction authorization hold and the transaction is sent for payment from your account at a later date.

North Shore Bank authorizes and pays transactions using the Available Balance in your account. If you have Standard Coverage, the Available Balance for checks, ACH items, and recurring debit card transactions includes the amount of the Overdraft Privilege limit and any available Overdraft Protection. The Available Balance for ATM and everyday debit card transactions on accounts includes any available Overdraft Protection, but does NOT include the Overdraft Privilege Limit. For accounts with Extended Coverage, the Overdraft Privilege Limit is included in the Available Balance for authorizing ATM and everyday debit card transactions.

An easy way to keep track of your transaction history is to enroll in Online Banking or the Mobile App if you are not already enrolled.

How do I access more transaction history in Online Banking or the Mobile App?

How do I order checks? How much do checks cost?

What types of checking and savings accounts can I open online?

Do you offer automated account alerts?

How do I determine what browser I am using?

How do I remove saved passwords from my web browser?

Google Chrome
Microsoft Internet Explorer
Apple Safari

View a list of web browsers that are supported with Online Banking.

Google Chrome

Remove a saved password.

You can make Chrome forget specific passwords or clear all saved passwords at any time.

On your computer, open Chrome.
At the top right, click More Settings.
At the bottom, click Show advanced settings.
Under "Passwords and forms," click Manage passwords. A box will appear with a list of saved passwords.
In the "Saved passwords" section, select the website and click Delete .
Click Done.

Stop asking to save passwords.

By default, Chrome offers to save your password. You can turn this option off or on at any time.

On your computer, open Chrome.
At the top right, click More Settings.
At the bottom, click Show advanced settings.
Under "Password and forms," uncheck the box next to "Offer to save your web passwords" or "Offer to save passwords with Google Smart Lock for Passwords."

To offer to save passwords again, check the box next to "Offer to save your web passwords" or "Offer to save passwords with Google Smart Lock for Passwords."

Make Chrome ask to save passwords again.

If you told Chrome to never offer to save your password for a specific site, but you change your mind, you can bring back the option.

On your computer, open Chrome.
At the top right, click More Settings.
At the bottom, click Show advanced settings.
Under "Passwords and forms," click Manage passwords. A box will appear with a list of saved passwords.
In the "Never saved" section, select the website and click Delete .
Click Done.

If Chrome isn't asking to save any passwords anymore, you may have asked it to stop saving passwords. Bring back the prompt by turning "Offer to save passwords" back on.

Microsoft Internet Explorer

Remove just one saved password.

Go to the login page and type the first letter of the username into the name field.
In the drop-down list, select the name by putting the pointer on it.
Hit the Delete key and answer "yes" to the dialog.

Apple Safari

Remove just one saved password.

From the Safari menu, select Preferences
Select the Passwords tab
Locate and select the website for which you want to delete a saved username/password
Press the Remove button and confirm the deletion request

How do I sign up for the Mobile App?

How do I update my profile or contact information (phone, mailing address, email) in the Mobile App?

Can I set up my Online Banking to automatically deduct my loan payment?

I completed the process to open a deposit account online. What's next?

What does Revocable Proxy mean?

What information do I need to open a new account online?

What if I can’t upload my photo ID when opening a new checking or savings account online?

What is my loan payoff amount?

How do I check the status of a loan application?

Why get a home equity line of credit with my mortgage?

What kinds of mortgages does North Shore Bank offer?

What is a mortgage loan?

I tried to perform a transfer through the EASY ACCESS line, but it didn't go through. Why not?

Do you have first-time homebuyer programs?

Do I need to send you a copy of my property tax bill for my mortgage?

Do I need to provide you with proof of my Homeowners Insurance?

Contact a Mortgage Loan Officer

Can I refinance my current mortgage?

Can I pay my own real estate taxes and homeowners insurance if my mortgage is through North Shore Bank?

Can I cancel or waive my escrow account?

Can I be notified when mortgage/refinance rates change?

Are there other products at North Shore Bank that can enhance my mortgage?

I received a check from my insurer covering the loss to my property, and it is payable to both the bank and me. What do I need to do next?

How can I get the best mortgage rate?

Why get pre-approved before shopping for a home?

How can I improve my chances of getting a mortgage?

Which Mortgage Loan is the Best: Adjustable or Fixed Rate?

What’s the best term for a mortgage?

Is it better to pay points for a lower rate?

What happens after I apply for a mortgage?

What documents do I need to close on a mortgage?

Are there tips I can use for faster closing?

Apply for your mortgage loan.

What is the maximum mortgage amount I can apply for?

What happened to Popmoney?

Can I pay off my Home Equity Loan or mortgage through the online loan payment service?

How is the rate determined for my Home Equity Line of Credit?

How do I apply to refinance my home equity loan?

Do you offer home equity lines of credit?

Are there closing costs associated with a Home Equity Line of Credit?

How do I get a copy of my statement?

How can I submit a secure email through Online Banking?

What is Overdraft Privilege?

How do I sign up for overdraft protection?

How much does it cost to use Bill Pay?

Are there spending limits on my debit card?

Classic/Standard Debit Cards

For your protection, there is a daily spending limit of $2,000 as long as the money is available in your account. ATM machine withdrawals have a daily limit of $500, which is subject to change based on individual ATM machines. This limit also includes an additional $15.00 to cover any ATM fees assessed for a total spending limit of $2,515.00.

If you are going to make a purchase over the $2,000 daily limit, call the number on the back of the card or North Shore Bank Customer Support, to request a limit increase.

Platinum/Enhanced Debit Cards

For your protection, there is a daily spending limit of $5,000 as long as the money is available in your account. ATM machine withdrawals have a daily limit of $500, which is subject to change based on individual ATM machines. This limit also includes an additional $15.00 to cover any ATM fees assessed for a total spending limit of $5,515.00.

If you are going to make a purchase over the $5,000 daily limit, call the number on the back of the card or North Shore Bank Customer Support, to request a limit increase.

Business Debit Cards

If you are going to make a purchase over the $5,000 daily limit, call the number on the back of the card or North Shore Bank Customer Support, to request a limit increase.

HSA Debit Cards

If you are going to make a purchase over the $2,000 daily limit, call the number on the back of the card or North Shore Bank Customer Support, to request a limit increase.

How does my debit card work?

How do I change my personal identification number (PIN) for my debit card?

How do you determine exchange rates for foreign transactions?

How much does it cost to replace my debit card?

MoneyPass ATM network

My debit card is not working; help!

What about recurring payments on my old debit card?

What do I do if my debit card does not work?

What do I do if my personal identification number (PIN) does not work?

What do I do if the ATM does not dispense the money I asked for and the funds have been deducted from my account?

What is my PIN for my debit card?

What is the difference between the Platinum and Standard Debit Card?

What should I do if I am out of town and my debit card is declined and I know that the funds are available?

Who do I call if my debit card is restricted?

Why are my debit card transactions being denied so often?

How do I sign up for Online Banking?

Can I print my statement using Online Banking or the Mobile App?

Do I need to receive paper statements or can I get my statements electronically?

What is an eStatement (electronic statement) and where is it?

What type of account is required for Bill Pay?

How do I get started receiving eBills?

How do I deposit checks online?

How do I set up automatic Bill Payment using Online Banking so the money is taken out the same time each month?

How do I view my eStatements?

How long will it take for funds transferred via the Mobile App to be made available?

Why did I receive a call from Fraud Prevention Center?

How do I remove bookmarked websites from my web browser?

Am I required to register before sending a payment with the online loan payment service?

What do I do if I forgot my Online Banking password?

How do I register my business credit card for Visa Business Reporting?

Will I be able to see my Digital Wallet transactions on my phone?

I’m locked out of my Online Banking account? What should I do?

How do I import/export a Quicken Transfer Format (.QFX) file?

Do you offer credit card rewards?

Where can I get information about career opportunities?

Can I get my Loan Statement online?

Why does my loan statement say I don't owe a payment until later in the future?

When will my Mobile Deposit funds be available?

What kind of checks can I process using Mobile Deposit?

How do I get the best image of the check using Mobile Deposit?

How do I sign up for Bill Pay?

Is Mobile Deposit secure?

How long should I keep the original checks that I deposit with the Mobile App?

Why do I need to enter my Online Banking/Mobile App password before making a transaction within the Mobile App?

How are my property taxes paid?

What benefits are included with the Platinum Debit Card?

How do I know if my card has contactless technology?

How can I make a credit card payment?

How can I apply for a credit card online?

Do I need to request a contactless debit card or will North Shore Bank send one to me?

Can I get a debit card without contactless technology?

Can I add my contactless debit card to my digital wallet?

What if I don’t have all of my required information when I start a new checking or savings account application online?

Where can I find current/open job opportunities with North Shore Bank?

I wrote a check and it cleared for a different amount than what I wrote it. Why?

What should I do about missing checkbooks?

When will my online fund transfers be processed?

Why am I getting locked out of Online Banking?

How can I make a loan payment to another financial institution using Online Banking or the Mobile App?

Can I view my checks online?

Can I close my bank account(s) through Online Banking or the Mobile App?

Are connections to third party sites secure through the website?

Why do you pull credit for new account application?

I noticed an error on my credit report for a North Shore Bank loan. What should I do?

How soon are funds from telephone transfers available?

How can I sign up for direct deposit?

Do you offer a foreign currency exchange service?

What insurance products do you offer?

Does North Shore Bank sell gift cards?

Does North Shore Bank have a travel card?

Does North Shore Bank have a prepaid card?

Do you offer student loans?

Do you offer safe deposit boxes?

Download a Direct Deposit Change Form today to get started!

How do I set up an automated transfer in Online Banking or the Mobile App?

What fees do you charge for ATM/debit card use?

Can I apply for work out assistance on all my loans If I have more than one?

Can I apply for an auto loan if I have not found the car I want yet?

Can I apply for a loan even if I am coming out of bankruptcy?

What do I do If I have been locked out of my Online Banking?

Can I make a direct withdrawal from a bank other than North Shore Bank to make my lease payment?

If I want to trade in my current leased vehicle, do I have to return to the original dealer?

Who can I ask about recharacterization and whether or not to do a Roth IRA conversion?

When is property considered unclaimed?

What is unclaimed property?

What is the difference between a credit card and a debit card?

What is my account number?

What is an IBAN and is it required for international transfers?

Are IRA recharacterizations still allowed?

What is an IRA recharacterization?

If someone transfers money into my account, can they see my account balance?

How many accounts can I open?

How can I prevent unclaimed property from being escheated?

Do you offer an automated phone service that can verify a check amount?

Can I deposit coins in a branch?

Can my loan be paid off by a third party?

Do I get credit if the payoff balance is less than the Gap insurance is willing to pay?

Why did my check bounce when I had money?

Can I change insurance companies for my homeowner's policy? Do I need to notify you?

I had a fire loss (or other damage) to my property. What should I do?

How does the chip make my debit card more secure?

How do I pay at a card reader that is not chip-enabled?

Do I still need to sign the back of my contactless debit card?

How do I cancel my eBill trial?

What do the following error messages or warnings mean?

"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).
"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).
"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 contact North Shore Bank Customer Support.
“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.
"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.
”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).

I am trying to add my debit card to my digital wallet. Why am I being prompted to call my bank for verification?

What if I need to return an item that I purchased using my Digital Wallet?

Is there a fee or charge for using a Digital Wallet?

If I receive a new debit card, do I need to add it to my Digital Wallet?

How is my information protected when using a Digital Wallet?

How do I set my North Shore Bank debit card as the default card in my digital wallet?

Are my Digital Wallet purchases covered by Fraud Protection?

I need help with setting up Apple Pay, Google Pay or Samsung Pay. What do I need to do?

How do I add my North Shore Bank debit card to Apple Pay?

How do I enroll in eStatements through my Business Online Banking account.

What branches feature Video Tellers?

Where are your ATMs located?

What is the maximum amount I can withdraw from an ATM in one day?

Can I make cash deposits at an ATM?

Are there any service fees for ATM withdrawals?

What is your contact information such as your mailing address?

What are your locations?

I received a survey request claiming to be from North Shore Bank. Is this legitimate?

Do you offer payday loans?

If I have bad credit, can I qualify for an auto loan?

Do you have loans for motorcycles?

How long does a loan approval take?

How can I qualify for a loan?

What do you mean by risk based lending?

How secure is Bill Pay?

Can I mail a check for deposit into my account?

How much will it cost me to refinance my first mortgage?

What are my closing costs for my mortgage?

What is a Mortgage Note?

How do I change my Online Banking password?

How safe is my account information online?

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

How do I print or save my eStatements?

Do you offer business loans?

I can’t log into Business Online Banking

Where can I make contactless payments?

How does contactless technology work?

How will purchases appear on my monthly statement?

How do I use my chip-enabled card to make purchases?

What is a chip-enabled card?

Where can I use my chip-enabled debit card globally?

How do I add my North Shore Bank Debit Card to Google Pay?

I am seeing a ""Session Expired"" message when accessing eStatements.

What do I need to open an account for my business?

I can’t access Online Banking from my favorites.

What are the minimum and maximum amounts I can shelter?

What costs are involved in a deferred compensation plan?

How are my Section 457 distributions paid to me when I retire?

May I participate in a Section 457 plan in addition to other retirement plans?

Do you offer construction loans?

What insurance requirements do you have for auto loans?

How long will it take to receive a vehicle title when a customer pays their auto loan off?

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What happens to payments made on the online loan payment service after 5:30 PM on Friday, Saturday, and Sunday?

What is the daily cut-off time to make a payment that will get posted towards the current business day activity?

What is the maximum payment amount that I can submit through the online loan payment service?

Will I be charged a fee for submitting a payment through the online loan payment service?

Can I submit a lease payment through the online loan payment service?

Can I set up and make recurring loan payments online?

Why did I receive an eBill when I did not initiate it?

What account number should I provide when registering to pay my loan online?

How far in advance can I schedule a payment with Bill Pay?

What are eBills?

When I receive an eBill, how do I pay it?

Will I still receive a paper bills in the mail with eBills?

How long will my eBills be available online?

How do you know when I have new eBills to pay?

When will I receive my eBills each month?

How much do eBills cost?

How fast are Bill Payments delivered?

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Will my maturing CD still have a 10-day grace period?

Where can I access tax forms online?

When will you send my tax forms?

What is ChexSystems?

Do you offer VA or FHA loans?

Can I roll my closing cost fees into my loan?

What is an escrow account?

What is Freddie Mac?

What is the Truth-In-Lending Act?

When is my mortgage payment posted to my account?

What happens if I send in a mortgage payment that is less than the full monthly payment due?

What is an escrow analysis?

How is an escrow shortage collected?

When will I receive a refund of my escrow overage?

Where can I find a listing of your Mortgage Loan Originators?

How do I log off of Online Banking?

How do I sign into Online Banking?

What are cookies?

What is 128-bit encryption and what is it?

What are the password guidelines for Online Banking access?

How often is the activity and balance updated on my Online Banking accounts?

How do I connect my Online Banking or Business Online Banking account to Mint.com or QuickBooks Online?

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Calculators and Guides to Help Manage Your Money

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Why we are "The Bank of You"

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News

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Frequently Asked Questions

What’s the difference between “Card on File” and “Recurring Payments”?

What is My Card Manager?

I set up debit card alerts, but I am not receiving them on my mobile phone.

I set a spend limit on my debit card of $100 per transaction, but my debit card is denied at some gas stations. Why?

How many transactions show within My Card Manager?

I set up a transfer in the Personal Mobile App or Online Banking. What if I change my mind and no longer wish to make the transfer?

Is there a limit to the number of personal accounts I can set up in the Personal Mobile App or Online Banking for external transfers?

In the Personal Mobile App or Online Banking, is there a limit to the amount of money I can transfer to an external account?

Is there a fee to use the Personal Mobile App or Online Banking to transfer money to an external account?

What are some top financial security tips I should be aware of?

Can I schedule an appointment at a branch online?

What market areas does North Shore Bank Serve?

What are your hours?

What is Zelle®?

Who can I send money to with Zelle®?

How do I use Zelle®?

Someone sent me money with Zelle®, how do I receive it?

How do I enroll in Zelle®?

How do I activate my debit card?

What countries do not accept debit cards?

How can I get my account number?

How do I enroll in and use Bill Discovery?

I tried paying with my contactless debit card, and it didn’t work.

How close does my contactless debit card need to be to the checkout reader?

Can I use my contactless debit card on payment readers that don't display the contactless symbol?

How do I pay with contactless?

Can I receive cash back with my contactless debit card?

I would like to open an account online. How do I make the initial deposit?

When I receive a reissued or replacement debit card, will I have to update the card information within My Card Manager?

Can I add other financial institutions’ debit or credit cards to My Card Manager?

I transferred money to/from an external account. How quickly will my transferred funds appear in my account?

Can I use the Mobile App or Online Banking to transfer money to another person’s account?

A transfer was made from my account - but I did not initiate the transfer. What should I do?

How do I connect my Business Online Banking account to my QuickBooks software?

How do I connect my personal Online Banking account to Quicken?

How to I make a deposit at an ATM?

How do I request a duplicate lien release?

What is Extended Debit Card Coverage?

What do I do if I lost my debit or credit card?

What should I do if my Debit card becomes lost or stolen?

Digital Banking Terms and Conditions

Do you have a rewards program?

Can you send a 10-day loan payoff quote to my bank or credit union?

How do I contact Customer Support?

How do I use Apple Pay?

How do I remove a card from Apple Pay?

Can you get me a copy of my credit report?

How do I import my personal Online Banking transactions into my Quicken software?

Which devices can I use with a Digital Wallet?

Why am I seeing pop-up ads when I visit northshorebank.com?

How much does it cost to reorder checks?

How can I view my previous check order(s)?

What are the hardware & software requirements for the Mobile App?

What versions of Android are compatible with the Mobile App?

What versions of iOS are compatible with the Mobile App?

Why is my mobile device no longer compatible with the Mobile App?

How can I make a mortgage or consumer loan payment?

How do I set up SMS eAlerts through Online Banking?

How much does it cost to use Online Banking?

What should I do if I'm affected by the Equifax data breach?

Is a Business Banking App available for tablets (iPad and Android)?

Do you offer signature guarantee?

What are your current Business Account fees?

What is the fee for cashier's checks?

Is there a fee for money orders?

Am I required to keep a certain balance in my checking or savings account to avoid a fee?

Will I be charged a fee for my checking or savings account?

How do I request a stop payment on a check and what does it cost?

What happens if I deposit a check and it bounces?

Why am I seeing a fee on my personal checking or savings statement?

What is the fee for sending domestic or international wires?

What is Zelle^®?

Who can I send money to with Zelle^®?

How do I use Zelle^®?

Someone sent me money with Zelle^®, how do I receive it?

What types of payments can I make with Zelle^®?

How do I get started with Zelle^®?

What if I want to send money to someone whose financial institution doesn't offer Zelle^®?

How does Zelle^®work?

Can I use Zelle^® internationally?

Can I cancel a Zelle^®payment?

How long does it take to receive money with Zelle^®?

Will the person I send money to via Zelle^® be notified?

Is my information secure with Zelle^®?

I'm unsure about using Zelle^® to pay someone and I don't know. What should I do?