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Frequently Asked Questions

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).

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FAQs

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

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

Digital Banking Terms and Conditions

"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).

What do the following error messages or warnings mean?

FAQs

Google Chrome

Remove a saved password.

Stop asking to save passwords.

Make Chrome ask to save passwords again.

Microsoft Internet Explorer

Remove just one saved password.

Apple Safari

Remove just one saved password.

Google Chrome

Tip

Microsoft Internet Explorer

Right-click on any bookmark and select "Delete".

Apple Safari

Right-click on any bookmark and select "Delete".

What do the following error messages or warnings mean?

FAQs

How do I sign up for the Mobile App?

How do I sign up for Online Banking?

How do I enroll in and use Bill Discovery?

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

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 remove saved passwords from my web browser?

Google Chrome

Remove a saved password.

Stop asking to save passwords.

Make Chrome ask to save passwords again.

Microsoft Internet Explorer

Remove just one saved password.

Apple Safari

Remove just one saved password.

When will my online fund transfers be processed?

How do I deposit checks online?

How do I change my email address for my eStatement delivery?

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

How secure is my information in Online Banking?

What are the username and password requirements for Online Banking?

Can I specify a time/times when I don’t want to receive account alerts?

When are account alerts delivered?

How do I sign up for account alerts?

Can I send Account Alerts to multiple email addresses or mobile phones?

Will all Year End tax forms be available electronically?

What accounts are eligible to receive electronic tax documents?

How do I view my tax documents electronically?

Do you offer automated account alerts?

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

How do I remove bookmarked websites from my web browser?

Google Chrome

Tip

Microsoft Internet Explorer

Right-click on any bookmark and select "Delete".

Apple Safari

Right-click on any bookmark and select "Delete".

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

How do I set up SMS eAlerts through Online Banking?

How do I transfer money into a different account?

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

How do I sign up to receive eStatements?

How do I get a copy of my statement?

How much does it cost to use Online Banking?

What are the browser requirements for Online Banking?

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

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

How do I determine what browser I am using?

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 sign up for Bill Pay?

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

How do I sign into Online Banking?

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

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

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

How can I submit a secure email through Online Banking?

How do I view my eStatements?

Can I get my Loan Statement online?

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?

Are connections to third party sites secure through the website?

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

What do the following error messages or warnings mean?

How do I change my Online Banking password?

How safe is my account information online?

How do I print or save my eStatements?

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

How do I log off of Online Banking?

What are cookies?

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

Can I change my statement date?

How will I be alerted that my eStatement is ready?

How do I change my Online Banking challenge/security questions?