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Frequently Asked Questions
Online Banking
What is Online Banking?
How do I enroll for Online Banking?
How do I sign in to Online Banking?
What accounts do I need for Online Banking?
How much does Online Banking cost?
Can I use Online Banking for my business accounts?
Can I access my credit card accounts online?
What happens when I make a transfer from my home equity and premier line of credit accounts?
Can I download my information into Quicken and Money?
What is the difference between my Account Balance and my Available Balance?
Will my check numbers appear when I view my checking account activity?
Can I obtain copies of the checks I've written?
Why does a check image appear in the No. column of the Activity screen?
What is the cutoff time to transfer funds?
After a fund transfer has been scheduled, can I cancel or edit it?
What are the minimum and maximum amounts that I can transfer?
Can I use Online Banking if I live outside the U.S.?
BILL PAYMENT -
General Information
What can I do through online bill payment?
What type of account do I need for online bill payment?
How do I enroll for online bill payment?
How much does online bill payment cost?
Can I use online bill payment if I live outside the U.S.?
How does online bill payment work for joint account holders?
How much account history is available?
Can I pay bills using my home equity and premier line of credit accounts?
Can I obtain the canceled checks or proof of payment?
How do I know if a payment was received?
What happens if I set up a payment but do not have funds in my account?
Does Associated Bank guarantee online payments scheduled through Online Banking?
What if my payment is not received by the payment date?
- Scheduling Payments
What is the difference between "due date" and "process date"?
How far in advance should I set up payments?
Can I cancel or edit payments?
Can I set up recurring payments?
If I cancel a payment, how will I know that the payment wasn't processed?
When is the money withdrawn from my account?
What is "delivery time"?
When adding a payee to my Payee List what is "Account Number" referring to?
- Types of Payments
Who can I pay?
What do payees actually receive?
- Customer Care
During what hours can I bank online?
What hours are Customer Care Professionals available?
If I forget my user ID, password, security question answer and/or have been locked out of Online Banking, what should I do?
What should I do if I am having trouble accessing Online Banking?
- Security
Is the Internet secure for Online Banking?
What can I do to keep my information secure?
Can anyone else see my account information? Is it out in the public?
What are "Security Questions"?
BROWSERS/TECHNICAL
What software and equipment do I need to access Online Banking?
How can I determine my current browser encryption (security) level?
How do I upgrade my browser to 128-bit encryption?
How long will it take to download a new browser?
What if I have difficulty downloading a browser update?
Is Online Banking available to Macintosh users?
Is Online Banking available via WebTV?
What is Online Banking?
Online Banking is an Internet link to your Associated Bank personal checking, savings, money market, home equity, premier lines, certain Associated Bank loan accounts, certain Check Credit and installment loan accounts. Online Banking provides current balance information about your accounts and lets you transfer funds between accounts. You can also view checking, savings, money market account, mortgage, home equity, premier lines and certain Associated Bank loan account activity. If you are enrolled in bill payment, you are also able to pay bills online.
How do I enroll for Online Banking?
To enroll in online banking you will first be asked to read and accept the Online Banking Terms and Conditions.
Then you will be asked to enter the following information:
- • Last 4 digits of SSN
- • Account Number
- • Birth Date (MM/DD/YYYY)
Once you are enrolled, you will be presented with a confirmation screen. Click the “To Online Banking” button. You will then be directed to the security questions screen where you will be asked to select and answer three security questions. When done, click on “Update Answers” to be directed to the Account Summary screen.
If you need additional assistance, please contact Associated Bank Customer Care at 1-800-682-4989.
How do I sign in to Online Banking?
To sign-in to online banking, enter the name (user ID) and password you previously set up. Then click on Submit.
What accounts do I need for Online Banking?
To use Online Banking, you will need a personal checking, money market or savings account with Associated Bank. If you do not currently have a personal checking, savings or money market account with us, you can apply online.
How much does Online Banking cost?
You may view balances, view transactions and transfer funds electronically at no cost.
Associated Bank offers FREE unlimited bill payment on all Advantage, Advantage Plus, Classic and Platinum Circle accounts. You may make unlimited* bill payments through this system with no hidden fees. To enable your account for bill payments, simply set up a payment.
A 90 day free trial is offered on Free Checking and Student Checking accounts. Make unlimited bill payments for 90 days. After 90 days of making your first bill payment, a low $4.95 monthly fee will apply.
*Note: By federal regulation certain types of accounts such as money market are restricted to a certain number of transactions per month and checks per month. Federal regulations require Associated Bank to charge a fee when these maximums are exceeded. If you are using money market accounts to pay bills and have questions about maximum transaction limits please contact Customer Care at 1-800-682-4989 seven days a week, 24 hours a day.
Can I use Online Banking for my business accounts?
No, Online Banking is designed to operate with personal deposit accounts. Online business account access is available through eManager+. View the eManager+ Demo by clicking on "Business Accounts" located in the "Access My Accounts" box in the left-hand corner of the page.
Can I access my credit card accounts online?
To access your credit card accounts (excluding the Home Equity Visa® Gold Card), simply click on the credit card tab on “Credit Card Accounts" located in the "Access My Accounts" box in the left-hand corner of the page.
What happens when I make a transfer from my home equity and premier line of credit accounts?
Transfers from home equity, premier lines and certain Associated Bank loan accounts to checking, money market accounts or savings accounts will be treated as a cash advance. Please see terms and conditions for details concerning cash advances.
Can I download my information into Quicken and Money?
Yes, newer versions of Quicken and Money both require a QFX file. QFX file download is available by going to the “Accounts” tab and clicking on the download link.
To download transaction information, select an account, date range and download type and then click on Download.
What is the difference between my Account Balance and my Available Balance?
The account balance includes cleared transactions. The available balance includes both cleared and pending transactions.
Will my check numbers appear when I view my checking account activity?
Yes, the account history does display your check numbers.
Can I obtain copies of the checks I've written?
Yes, with the check-imaging feature in Online Banking, you are able to view any of your checks that have been processed against your account as well as any of your deposit tickets or withdrawal tickets.
If a check number hyperlink appears in the No. column, the image is available electronically. Simply click on the check number hyperlink to view the check image. You can also request copies of your cancelled checks from the Self Service page on Online Banking. Our customer care professionals are available to assist you seven days a week, 24 hours a day. You can reach our Customer Care Center by phone (1-800-682-4989) or by email.
Hint: Print images by using the print icon at the top of the image screen.
Why does a check image appear in the No. column of the Activity screen?
Online Banking has a check imaging feature that allows you to view any of the checks that have been processed against your account as well as any of your deposit tickets or withdrawal tickets.
If a check number hyperlink appears in the No. column, the image is available electronically. Simply click on the check number hyperlink to view the check image. You can also request copies of your cancelled checks from the Self Service page on Online Banking. Our customer care professionals are available to assist you seven days a week, 24 hours a day. You can reach our Customer Care Center by phone (1-800-682-4989) or by email.
Hint: Print images by using the print icon at the top of the image screen.
What is the cutoff time to transfer funds?
We can process a funds transfer on the same business day as your instructions, if we receive your instructions before our Online Banking cut-off time stated on the screens labeled “Transfers.” If we receive your instruction after the cut-off time, we will process the transaction on our next business day.
After a fund transfer has been scheduled, can I cancel or edit it?
You may cancel or edit a funds transfer prior to 8:00 P.M., Central Standard Time, on the day prior to the processing date. If we do not receive your complete and accurate instruction canceling or editing a funds transfer prior to such times, we will process the transaction. This applies to a recurring or a one-time transaction.
What are the minimum and maximum amounts that I can transfer?
The minimum amount that you can transfer is $1. If the requested transfer exceeds the maximum allowed dollar limit for transfers of this type, please retry the transfer with a smaller transfer amount. If you continue to experience difficulties, please contact our Customer Care Department at 1-800-682-4989 seven days a week, 24 hours a day.
Can I use Online Banking if I live outside the U.S.?
Yes, online enrollment is available to customers with international addresses.
If you need assistance with setting up an account, please contact our Customer Care Center directly:
Toll-free: 1-800-236-8866
International Phone: 1-262-879-0133
Hours: Seven days a week, 24 hours a day
BILL PAYMENT
- General Information
What can I do through online bill payment?
In addition to the services provided through Online Banking, you will be able to:
 | Schedule automatic payments for recurring bills of the same amount |
| Make payments to several payees at once |
| Make simple payments for different amounts at different times - like your phone or utility bill |
| Send money to any individual in the U.S. (subject to the limitations in the Online Banking Terms & Conditions) |
| Review upcoming scheduled payments and make changes or cancel them |
| Receive an alert such as a reminder that a scheduled monthly payment is due |
What type of account do I need for online bill payment?
To use bill payment, you will need a personal checking or money market account with Associated Bank. Bill payment is not available from a savings account. If you do not currently have a personal checking or money market account with us, you can apply online.
How do I enroll for online bill payment?
If you currently use Online Banking, you simply have to schedule a payment. See How much does online bill payment cost?
If you have not used our system in the past, the enrollment process can be completed online. To protect your valuable account information, Online Banking uses a unique user ID and password. For security purposes, you select your user ID during the Online Banking enrollment process.
How much does online bill payment cost?
Associated Bank offers FREE unlimited bill payment on all Advantage, Advantage Plus, Classic and Platinum Circle accounts. You may make unlimited* bill payments through this system with no hidden fees. To enable your account for bill payments, simply set up a payment.
A 90 day free trial is offered on Free Checking and Student Checking accounts. Make unlimited bill payments for 90 days. After 90 days of making your first bill payment, a low $4.95 monthly fee will apply.
*Note: By federal regulation certain types of accounts such as money market are restricted to a certain number of transactions per month and checks per month. Federal regulations require Associated Bank to charge a fee when these maximums are exceeded. If you are using money market accounts to pay bills and have questions about maximum transaction limits please contact Customer Care at 1-800-682-4989 seven days a week, 24 hours a day.
Can I use online bill payment if I live outside the U.S.?
Yes, online bill payment is available to customers with international addresses. To register for the bill payment feature, simply schedule your first payment.
Please note: Payments can only be made to payees with a United States address. You may not make a payment of alimony, child-support, taxes or other governmental fees, or court-directed payments with the Online Banking Service.
If you need assistance becoming an Online Banking member contact our Customer Care Center directly:
Toll-free: 1-800-682-4989
International Phone: 1-262-879-0133
Hours: Seven days a week, 24 hours a day
How does online bill payment work for joint account holders?
Each checking account owner may sign up for and use bill payment using the same checking account(s) that payments are made from. Please note, however, that each owner with a unique bill payment user ID may be assessed a monthly bill payment fee if applicable. See How much does online bill payment cost?
How much account history is available?
Account history in Online Banking accumulates over time. Account history accumulates to a rolling 27-month history.
Can I pay bills using my home equity and premier line of credit accounts?
Bill payment from home equity, premier lines and certain Associated Bank loan accounts is not allowed at this time. (Note, you can transfer funds to your checking account from your home equity or premier line account to cover your bill payment.)
Can I obtain the canceled checks or proof of payment?
Although you will not automatically receive canceled checks, you will receive an ID number for every payment you schedule. This can be used to track payments in the Payment History section. Proof of payment should also be shown on the next bill you receive from the merchant.
How do I know if a payment was received?
You can verify that a payment was processed by checking your Payment History. A "Processed" status indicates a payment has been sent. You can view up to 13 months of history. In addition, payments should be reflected on the next bill you receive from that merchant.
What happens if I set up a payment but do not have funds in my account?
Unless your account has sufficient funds or is linked to Checking Reserve Line Overdraft Protection, the payment will fail. Visit a banking location to discuss overdraft protection options. (Please Note: Credit Card Reserve Line Overdraft Protection will not be utilized for online transfers or payments). Associated Bank will attempt to process the payment for three consecutive business days. If on the third day, there still aren't enough funds in the account, the payment will not be made.
Does Associated Bank guarantee online payments scheduled through Online Banking?
Yes. If a bill payment issue arises, please notify our Customer Care Center via email or through the secure Online Banking Message Center. You may also contact Customer Care at 1-800-682-4989 seven days a week, 24 hours a day.
Click here for complete information.
(Requires Adobe Acrobat Reader.)
What if my payment is not received by the payment date?
Most payees process a payment within 10 business days from date of payment mailing. Contact the payee to verify their current payment processing time.
- Scheduling Payments
What is the difference between "due date" and "process date"?
The "due date" is the estimated day that your payee will receive the payment. The "process date" is the date on which the money will be deducted from your designated account.
How far in advance should I set up payments?
In general your payment date should be at least five (5) business days from the date you set up a payment. However, the number of days required to make a payment can vary by payee based on the method your payee can receive payments. Each payee in the system is assigned a "delivery time" that tells you specifically for each payee how far in advance to set your payment. The "delivery time" listing is in your payee list under each payee’s name.
Can I cancel or edit payments?
You may cancel or edit a bill payment prior to 8:00 P.M., Central Standard Time, on the day prior to the processing date. If we do not receive your complete and accurate instruction canceling or editing a bill payment prior to such times, we will process the transaction. This applies to a recurring or a one-time transaction.
Can I set up recurring payments?
Yes. For recurring expenses like a mortgage loan, you can schedule your payments to be processed automatically by indicating the frequency of the payment.
If I cancel a payment, how will I know that the payment wasn't processed?
The payment will no longer appear on your "Pending Payments" screen and it will have a status of “cancelled” in your "Payment History
When is the money withdrawn from my account?
The money is withdrawn from your account on the scheduled processing date. This is usually two to five (2 to 5) business days before the actual payment date of your bill. Please refer to the number of days it will take for the payment to be processed. You will find this under the payee name on the "Manage Payees" page.
What is "delivery time"?
It is the estimated number of days that it takes for a payee to receive the payment. This period will vary depending on whether your payee is paid electronically or by paper check.
When adding a payee to my Payee List what is "Account Number” referring to?
"Account Number" refers to your account number with the payee, not your Associated Checking Account Number.
- Types of Payments
Who can I pay?
Payments can only be made to payees with a United States address. You may not make a payment of alimony, child-support, taxes or other governmental fees, or court-directed payments with the Online Banking Service.
What do payees actually receive?
Electronic payees receive payment information in an electronic format that automatically updates their accounts payable systems. Non-electronic merchants or individual payees receive a laser-printed paper check sent through the U.S. Postal Service.
- Customer Care
During what hours can I bank online?
You are able to bank online at all times except during scheduled maintenance which may take place on Sundays between the hours of 2:00-4:00 a.m. CST. This may require the system to be taken offline.
What hours are Customer Care Professionals available?
Our customer care professionals are available to assist you seven days a week, 24 hours a day. You can reach our Customer Care Center by phone (1-800-682-4989) or by email.
If I forget my user ID, password, answer to my security question and/or have been locked out of Online Banking, what should I do?
If you forget your password after you are enrolled, you may select a new one from the Sign In page by clicking on the link “Forgot Your Password? You may also contact Customer Care and request that your password be reset.
If you forget your user ID, answer to your security question(s), or have been locked out of Online Banking, you may contact Customer Care at the number listed below. Our customer care professionals are available to assist you seven days a week, 24 hours a day. You can reach our Customer Care Center by phone (1-800-682-4989) or by email.
Please note: Once your password has been reset by customer care, you will be asked to change it the next time you sign in to your account.
What should I do if I am having trouble accessing Online Banking?
There are several possibilities. If you're having problems accessing all Web sites, please contact your Internet Service Provider (ISP). If you can access other Web sites but not Associated Bank's or you are getting a specific error message inside the Online Banking system, please contact the Customer Care Center by phone (1-800-682-4989) or by email.
Is the Internet secure for Online Banking?
The security and integrity of customers' accounts and transactions are top priorities for Associated Bank. Please refer to our security statement to learn more.
To use Online Banking, You will need Internet access and an Internet browser that supports Secure Sockets Layer with 128 bit encryption. You are responsible for selecting all systems, hardware and your Internet service provider. You are also responsible for any defect, malfunction or interruption in service or security due to hardware failure, your choice of Internet service provider and systems and computer services.
To check your current browser status, simply check the "Help" section on your browser's tool bar and look under "About Internet Explorer" or "About Netscape Navigator" to see the browser version and encryption level.
While in your Online Banking session, an icon resembling a "yellow lock" will be visible at the bottom of your browser signifying a secure connection. If it does not appear, either you do not have an encryption enabled browser, or you have a proper browser, but you do not have the SSL enabled on your browser.
What can I do to keep my information secure?
You provide one of Online Banking’s most important safety features through the protection of your online password. Make sure no one can see your password as you sign in. Also, it is important to sign off the Online Banking system after you've completed your session or before moving on to other Web sites.
SECURITY TIPS: These few tips can help ensure the privacy of your account information:
| Do not write your password down or leave it where someone sitting at your computer can see. |
| Never reveal your password to anyone. |
| An Associated Bank representative will never ask you for your password. |
| An Associated Bank representative will never ask you for the answers to your security questions. |
| Notify Associated Bank immediately if you notice any unusual account activity. |
| Keep all documents that include your account information in a safe place (including ATM receipts and monthly account statements). |
| Create strong passwords. Read more. |
| Frequently change your password. |
Can anyone else see my account information? Is it out in the public?
The information is not public. Only you can access it using your personal user ID and password. Unless you share your user ID and password, no one can access your account information online.
You should treat your password the same way you treat your Check Card or ATM Card PIN (Personal Identification Number). Please memorize it; don't write it down.
What are "Security Questions"?
Security questions, also referred to as Multifactor Authentication, are an online banking security feature that provide you with an extra layer of security to help protect you against identity theft and fraud. Security questions and answers provide information known only to you. Your unique answers to your selected questions will be used to confirm your identity when you login to Online Banking from an unknown computer or based on a combination of security criteria.
You are able to change your security questions and answers from within Online Banking. By selecting the “Self Service” tab on the top and then selecting the “Request Security Questions / Answers” link within the Personal Information box you will be able to select and answer new security questions.
What software and equipment do I need to access Online Banking?
To use Online Banking, you will need Internet access and an Internet browser that supports Secure Sockets Layer with 128-bit encryption and a computer with at least a 133mHz processor and a 28.8 modem.
How can I determine my current browser encryption (security) level?
Internet Explorer 6.0 for Windows XP and Internet Explorer 5.5 for Windows 95, Windows 98, Windows NT 4.0, Windows 2000, and Windows XP now includes standard 128-bit encryption strength. Please note: It is necessary to upgrade the Windows 2000 operating system to 128-bit as a second step to having a 128-bit encrypted browser (see next question).
If you are using Netscape you already have 128-bit encryption installed.
If you are using Internet Explorer select 'About Internet Explorer' from the 'Help' menu. Your browser encryption level is listed on the screen as Cipher Strength. If your browser is not running 128-bit security, you will need to upgrade your browser. (See below).
How do I upgrade my browser to 128-bit encryption?
To obtain 128-bit encryption for Windows 2000, you may download the High Encryption pack from the Microsoft Windows Update Web site:
| Select 'About Internet Explorer' from the 'Help' menu and note your browser version. |
| Visit the Windows Update Web Site. You may receive 'Security Warnings' when the Windows Update component is installed. Simply click 'Yes' on these screens to allow the Windows Update to install. |
| Click 'Scan for updates' to display available downloads. |
| Click 'Review and install updates' to display available downloads. Note: Critical updates, when available, will be automatically selected for install. These critical updates are not necessary to upgrade to 128 bit encryption, but it is highly recommended that you install them. |
| Select 'Windows 2000' under the 'Pick updates to install' section on the left side of the screen. |
| Locate the 'Windows 2000 High Encryption Pack' in the list of available updates and click 'Add'. |
| Click 'Review and install updates' to review the items you have selected for install. |
| Click 'Install Now'. |
| Follow on screen instructions to update your browser. Review and 'Accept' any license agreements that are displayed. This update may require a restart of your computer. You will be prompted if a restart is required. |
To obtain 128-bit encryption for Internet Explorer Version prior to 5.5 for Windows 95, Windows 98, and Windows NT 4.0, you must install the appropriate Service Pack:
| Select 'About Internet Explorer' from the 'Help' menu and note your browser version. |
| Visit the Internet Explorer High Encryption Web Site. |
| Click the appropriate download link on the right side of the screen for the noted browser version and platform. |
| Select 'Save This Program To Disk' and note the filename. |
| Select and note the file location and click 'Save'. |
| Select 'Run' from the windows 'Start' menu and click 'Browse...'. |
| Locate the downloaded file noted above and click 'OK'. |
| Follow on screen instructions to update your browser. This may require a restart of your computer. |
How long will it take to download a new browser?
Download times vary greatly depending on the speed and type of Internet connection and the amount of traffic on the web page being used to obtain the file.
For quicker downloading, CD-ROMs that contain the latest Microsoft Internet Explorer software are available from Microsoft. This will ensure your Internet browser has the required security features needed to successfully manage your accounts online. Click here to download the latest versions of Internet Explorer or order a downloadable CD.
What if I have difficulty downloading a browser update?
If you have a modem connection slower than 28.8 or are using a browser older than Netscape Navigator 3.04 or Microsoft Internet Explorer 4.73 then you may experience difficulty obtaining a download. In these cases, CD-ROMs that contain the latest version of Microsoft Internet Explorer software are available from Microsoft
(http://www.microsoft.com/windows/ie/default.mspx) which can typically be obtained for shipping costs. This will ensure your Internet browser has the required security features needed to successfully manage your accounts online. Or, if you prefer, you can order a browser CD through www.netscape.com.
Is Online Banking available to Macintosh users?
Macintosh users can use Online Banking services as long as they have an Internet Service Provider (ISP), a modem and a browser that supports Secure Sockets Layer.
Is Online Banking available via WebTV?
We do not support WebTV at this time.
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Personal
Security
Identity theft, fraud, email scams… there are many ways criminals can strike online. Associated Bank's identity and credit security suite helps protect your identity and your credit. Meet with one of our Security Specialists to learn more, or click on the links below.
