Who do I call if I need help accessing my accounts, navigating the web site or changing my password?
You can also call us at (617) 912-4413 during our normal business hours (Monday through Friday; 8:30 a.m. - 5:00 p.m., EST). To ensure account privacy, you will also be asked to verify your personal account data before being serviced.
When can I access my account information?
You can access your account information 7 days a week. However, at various times, service may be temporarily unavailable due to nightly processing, maintenance or interruptions beyond the control of Boston Private Bank & Trust Company.
How do I change my password?
To change your password, click on the Change Password link located in the top right-hand corner of every page. Type in your current password, the new password you would like, and the new password again for verification. Note: Passwords can be from 8 to 20 characters and should not contain symbols. We recommend that you use alpha and numeric characters. Your password should not be associated with any commonly known personal identification, such as social security number, address, date of birth, names of children. Passwords should be memorized rather than written down. Passwords are not case sensitive.
How do I change my username?
Your username is assigned in a random manner to protect your confidentiality. It cannot be modified.
Why do I have to go through an enrollment process when I first log into my account?
On October 2, 2005 the Federal Financial Institutions Examination Council (FFIEC) communicated that passwords alone would no longer be acceptable as the sole means of achieving online security. Instead they are requiring that a Multifactor Authentication process be put in place, which requires more than one source of client identification when you access your account via the internet.
What is Multifactor Authentication?
This superior security technology is used to protect your client account(s) from unauthorized access. It identifies you as an authorized user by recognizing not only your password but your computer as well. Our Multifactor Authentication solution provides a browser based secured cookie with an individualized credential, which is stored on your computer.
Why is this additional security necessary? Why is it important to me?
Due to evolving threats on the internet, it is necessary to ensure the safety of your account(s) by strengthening security. Boston Private Bank & Trust Company wants to ensure that we take every measure to keep your account information safe.
Does it matter what PC I enroll from?
We prefer that when you complete the enrollment process, you are using a computer that you anticipate using on an on-going basis to access your account. After you complete the enrollment process, a persistent cookie will be placed on your computer to assist in identifying you on-going.
I no longer have my Enrollment Code or have not received my Enrollment Code, how can I login?
Please call our help line at 617-912-4413. They can issue you a new Enrollment Code.
Can I access my account from any PC?
Yes. If you have previously completed the enrollment process, you will be able to login to your account from any PC. After entering your User ID, if we recognize your computer (meaning you have previously registered it), you will see your personalized image and phrase. You will then be prompted to enter your Password. If we don’t recognize your computer, we will ask you 2 of the security questions you answered during enrollment. At this time, you will also be given the option to “register” this computer, which means you will be able to access your account from this computer with ease in the future. Upon answering the questions correctly, we will then show you your personal image and description and you will be prompted to enter your Password. If you do not see your personalized image or description, please do not enter your password.
Why is so much information requested during enrollment?
We ask that you provide your e-mail address so that we can send you security notification e-mails, which will serve as alerts as you access your account in the future. These e-mails will notify you of the following events:
- Successful Enrollment
- Security Profile Change (any changes you make to your e-mail address, phone numbers, or security questions
- Registered new PC
- Gained Temporary access to your account from an unrecognized PC
- Failed and suspended login – 3 consecutive failed login attempts.
We ask that you provide one of the two contact phone numbers so that if we implement additional security enhancements in the future, we have the correct information.
What should I do if I receive an e-mail from Boston Private Bank and Trust Company and didn’t recently access my account?
Please contact your Relationship Manager as soon as possible and immediately login to your account and change your Password. We also suggest you change the security questions you answered to protect your identity. If necessary, we may also request a new User ID for you.
Who has access to the answers to my security questions?
No one can view the answers to your security questions (e.g., In what city was your father born?) The answers to these questions are stored securely within the system and validated within the system.
Can I view or update my security information (profile, contact information and security questions) at a later date?
Yes. To update this information, click on “Update Security Profile” and edit your information.
Can I upload/add my own picture?
No. Please choose a personalized image from the library of images provided.
Can two users share/enroll the same PC (using separate User IDs)?
Yes. If a user completes the enrollment process, a persistent cookie associated with that specific User ID will be placed on the PC. Because the cookie is only used to recognize that user, two users can share the same PC.
I prefer to delete my Cookies and temporary internet files, will this cause a problem?
If you prefer to delete your cookies and temporary internet files, you will notice when logging into your account, the website will not recognize you. You will be prompted to answer 2 of the Security Questions you answered during enrollment to gain access to your account.
If I access my account from multiple PCs, will I have to complete the enrollment process multiple times?
No. You will only have to complete the enrollment process once. If you would like to bypass answering the Security Questions when attempting to login to your account from a different PC, you can have the persistent cookie installed on your other computer. Please click the check box on the Security Questions page that allows the cookie to be placed on your PC. You will then be prompted for your Password (after also seeing your personalized image and description).
How do I change which accounts I can access?
Contact your Account Officer. If you don’t know his/her phone number you can call our main number at (617) 912-1900 and they will transfer you. Once your request is processed, you will notice the change in the Account List page after you login. You will be contacted by your Account Officer if your request cannot be processed.
How can I return to Boston Private Bank & Trust Company’s homepage?
Simply click on the Boston Private Bank & Trust Company logo at the top left of any page.
How can I print the information in the format it displays on my screen?
Click on the Print Version link. The data on the screen will be reduced to an 8 ½ by 11 format. Then print using your browsers print function.
How can I download my account information?
From the Investment Detail page, click on the Extract icon in the upper right. Choose "Save this file to disk" and save it in a folder of your choosing. Note that this file will be saved in a format called CSV (Comma Separated Value) which should be readable from the popular spreadsheet and personal finance programs.
How do I see my investment types by percentage?
This information is shown on the Account Summary page in the investment section. It is displayed both numerically and in a pie chart.
How do I know when the last time an asset was priced?
This information is displayed on the Investment Detail page in a column titled “Date Priced”. If you don’t see a “Date Priced” column, go into report options and select date priced as a displayed column.
How far back in time may I look at information online?
The Activity Detail page allows you to review up to 17 months of account information, including the current month. At the bottom of the page, you can select the type of activity from a drop-down menu. For each specific type of activity, you may pull up 17 months of information.
