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 for business.
Option 1 - Request an automatically generated password email. After you have entered your Company ID and Login ID and are on the screen with the site image and phrase, there is a link to "forgot password." Clicking on this link will generate a new temporary password that will be emailed to you. You will then be required to select a new password when you next log into the system.
Option 2 - Ask your Company Security Administrator (CSA) to reset your password for you. If you are a CSA and require a password reset, please contact the Bank at (617) 912-4248.
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. Re-entering the correct Company ID and Login ID, selecting “Forgot password” on the password page, and a successful response to one of your pre-established "challenge" questions will enable you to obtain a new temporary password via email.
How do I request adding additional accounts to my Online Banking?
- CSA must complete and sign the Online Banking for Business Account List schedule D-3.
- This form can be obtained by calling your Relationship Officer or the Cash Management Service Line at (617) 912-4248.
- Fax the completed form to (617) 912-4553.
- Bank Operations will process your request within 24 - 48 hours.
- Once the account is added, the CSA must entitle users to the account.
I have requested accounts to be added to my online account and cannot see them, what do I do?
Once your request to add new accounts to your online banking has been processed, login as the CSA. Once you are on the company screen, scroll down to see if the account is listed. If it is listed, go to the Admin function and complete the following steps:
As the CSA, you must first entitle yourself and then other users to view the account.
- Go to "Admin"
- Administer User entitlements
- Click on User Name
- Scroll down to User Access
- Click on Account description 1234567
- Click on Preview Account
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.
