I've forgotten my password. How do I get a new one?

There are two ways to get a new temporary password for Online Banking:

1. Request a temporary password to be sent to you via email: After you have entered your Login ID and you are prompted to enter your password, there is a link titled "forgot password." Clicking on this link will generate a new temporary password that will be emailed to you. You can use this password to log into the system, but will be required to select a new password on your next login.

   Please note that passwords are 8-16 characters in length, characters can be a combination of numbers, letters and symbols. The password must contain at least one letter and one number. An example of a proper password would be mb3597y.

   You may change your password at any time once you are in the application.

2. Call Client Service at (617) 912-4000 between 8:30 a.m. and 5:00 p.m. Monday through Friday. Client Service will be happy to send you a temporary password via email.

I am locked out of the system. What should I do?

If you have typed in an incorrect password three times in a row, you will be locked out of the system for a brief period of time. Once the system unlocks, simply re-enter your correct Login ID and password, or select "Forgot password" on the password page and respond to one of your pre-established “challenge” questions in order to obtain a new temporary password via email.

If you need to access the system before the system will unlock, please contact Client Service at (617) 912-4000 between 8:30 a.m. and 5:00 p.m. Monday through Friday.

Why am I getting unfamiliar challenge questions that I have never selected?

There could be multiple reasons for getting an unfamiliar challenge question. For example:

• You may have misspelled your Login ID. Please remember your Login ID is case sensitive. Please reenter your Login ID and try again.
• You are locked out of the system.

Why am I getting challenge questions every time I login?

• You may be using a different PC each time you login. For your security, you are prompted to answer a challenge question when the system does not recognize your PC as being secure.
• You have not selected the option to have the system recognize your PC during login. When you are prompted to enter your password, be sure to select the box titled "I use this computer often" at the bottom of the password page.

How do I request adding additional accounts to my Online Banking?

You must complete the Online Banking – Personal Account Maintenance Request form. The signatures of all joint accounts owners are required. To obtain a form, call your Relationship Officer or Client Service at (617) 912-4000.

How are Online Bill Payments processed?

Our payment methods include, but may not be limited to, an electronic payment or a check remitted on your behalf.

If the company or individual is paid electronically the funds for the payment clear your account on the scheduled payment date. If the payment is made by a check, the funds should clear your account on the scheduled payment date. Keep in mind, however, that you should always have funds available to cover the payment on the scheduled payment date.

The payment method for each payment is determined automatically by our system. One of the main determining factors is the method by which entities prefer to receive payment. If a payment can be issued electronically, we do so whenever possible because it is the most efficient method. If a payment cannot be issued electronically, our system determines to remit a check on your behalf.

A payment may switch from one payment method to another for a number of reasons. The merchant may have temporarily switched the payment method to paper, while they update processing information. Recent changes or re-issuance of your payee account number could alter the payment method. The amount of the payment and your payment history are also considered. There are many factors that we evaluate when making this decision.

Regardless of the payment method, our goal is to deliver the payment to the merchant on the due date according to your payment instructions.