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Frequently Asked Questions
1. Who can use Online Banking?
Anyone who is an AuburnBank customer and has at least one checking account may sign up and have access to any of their accounts.
2. Can a business customer use Online Banking?
Yes. The person opening the account must be on the corporate resolution and authorized to open accounts on behalf of the business. If the person is authorized all he or she needs to do is fill out an application. Otherwise, an authorized person would be required to open the Online Banking account.
3. Can business accounts and personal accounts be combined under the same customer online set up?
Not generally. Online setups are done on an individual basis, and businesses are considered to be a separate entity.
4. When is Online Banking available for use?
In general, Online Banking is available 24 hours a day, 365 days a year. However, the system may be down periodically for maintenance or for other reasons outside of our control.
Online Banking transactions are processed and information updated only on business days. Our business days are Monday through Friday, excluding legal holidays.
5. How late in the evening can I make a transfer on a normal business day?
The transfer cut off time for current day’s business is 2:00 p.m. CST.
6. Are there limits on the number of transfers a customer can make?
Yes, depending on the type of account you have. Some accounts, such as checking accounts, have no limits on the number of transfers a client can make. Federal regulations limit the number of withdrawals or transfers for savings and money market accounts. You may make no more than six preauthorized withdrawals, automatic or telephonic transfers, checks, drafts, and debit card or other similar transactions from your account per month or statement cycle. Please refer to the account disclosure you received when opening your account for further limitations.
7. How current is the information?
The available balance for checking and savings accounts is real time and will change throughout the day based on the activity. For example, as the customer uses their ATM or debit card or transfers money between accounts, the available balance will be updated to reflect the activity.
8. I'm having trouble accessing Online Banking. What should I do?
There are several possibilities. If you are having problems accessing many websites, please contact your Internet Service Provider (ISP).
If you can access other websites but not AuburnBank's, then either our system is off-line or we are experiencing a temporary disruption in service. Please try again later.
If the problem persists, please contact our Online Banking Customer Services at 1-334-821-9200. A customer service representative will be there to answer your calls Monday through Friday from 8:00 a.m. to 5:00 p.m.(CST)
9. I can access auburnbank.com, but I cannot read any of the information on it.
This is because you are viewing our site within an older browser. You will need to update your browser in order to view the information on the site.
You will need Microsoft Internet Explorer 4.0 or above or Netscape Navigator 4.08 or above. You can download a browser free by accessing one of the following web sites:
www.microsoft.com/windows/ie/download/ie55.htm
www.netscape.com/download/index.html#clients?cp=dowdep2
10. I can use all of the functions and read all of the information on your website, but I cannot access the Online Banking page.
Online Banking will not be accessible unless your browser is equipped with 128-bit encryption. You should test your browser to determine if you need the 128-bit encryption software. You can do this by clicking the “Test Browser” button located on our site in the “Access Your Accounts” section of the page. Once your browser has been tested, you will receive a suggestion regarding your browser software. There will also be a link available for your use to download the appropriate browser software.
11. Why won't my PIN number work?
There could be several reasons your PIN number may not work. You may be entering the wrong PIN number. You could also be locked out of the system. You are allowed three PIN attempts, and on the 3rd attempt, if invalid, you will be locked out of the system. If you are locked out, you will not be able to log into Online Banking for 24 hours. This is a security feature built in to the system.
12. What do I do if I forget my Identification or PIN?
If you have forgotten your PIN number you may request one by calling or e-mailing AuburnBank Customer Services at 1-334-821-9200 or contact us @auburnbank.com.
13. What can I do to keep my e-mail information secure?
You can provide one of Online Banking’s most important safety features by protecting your Online Banking Identification and PIN. There are several things you can do to protect your Identification and PIN.
Do not use an obvious number or other accessible information for your Online Banking ID or PIN.
Ensure no one is watching when you enter your Online Banking ID and PIN.
Try to memorize your Online Banking ID and PIN rather than writing them down.
If you record your Online Banking ID and PIN, store the document in a secure place.
Do not share your Online Banking ID and PIN with others.
Report any unusual account activity immediately.
Do not give your information to anyone requesting it over the phone unless you have initiated the call.
Always log out of the system.
14. What happens if I forget to log off of the system?
By default Online Banking has a 10-minute time out feature, so if the system is not used for 10 minutes, the user will become inactive and will have to log on to the system again.
15. Why does a debit show on my account more than once when I only used my debit card once?
The business where you used your CheckCard “preauthorized” your purchase, which ensures your transaction is valid. “Preauthorization” places a temporary “memo-debit” on your account. Once the actual debit is received, it temporarily appears on your account along with a “memo-credit” which offsets the original “memo-debit.”
16. There are several items that show up on my current history that I do not understand.
These items are “real time” transactions. ATM transactions, teller transactions (identified as Vertex), Online Banking transfers, and POD items (items presented by another bank that will be processed on the current business day) are considered “real time” transactions. “Real time” transactions are immediately posted to your account without any processing delays and show up immediately on your current history.
17. What does the dowloading feature do?
The download option in Online Banking Account Access allows you to download your transactions into spreadsheet, word processing, and finance programs such as (Quicken or Microsoft Money).
The download option in Bill Payment allows you to download your payment schedule into spreadsheet, word processing, and finance programs such as (Quicken or Microsoft Money).
18. How many days in advance should I schedule my bill payment prior to the due date?
All payments should be scheduled to pay at least 5 days before the actual due date.
19. How late in the evening can I add, edit or delete a payment?
Payments can be added, edited or deleted until 10:00 p.m. (CST) on the business day before the scheduled payment date.
20. Do I need to re-enter the payee information each month?
Not unless the payee information changes. Your payee will remain in the system until deleted and can be found in the New Payment drop down menu.
21. How do I verify proof of payment?
Each time a customer pays a bill, a confirmation number is given. A customer can also contact Metavante (our Bill Payment service provider) regarding additional confirmation (such as a check copy). Metavante can be reached by dialing 1-866-211-1502.
22. Who can I pay using Online Banking Bill Payment?
You can pay virtually anyone. The only persons you cannot pay are governmental agencies (including court ordered payments) and Chase Manhattan Bank.
23. Who decides if the payment can be made electronically or by check?
Metavante, the Bill Payment Service Provider, determines whether payments are made electronically or by check. You can see how the payee will receive payment by viewing the payee list.
24. What are the maximum and minimum payment amounts?
The maximum is $9,999.99, and the minimum is $1.00.
25. When can I cancel my Bill Payment Services?
You may cancel your Bill Payment services at any time. However, you will be charged for the current month’s service during the following month. All scheduled payments will be deleted immediately upon cancellation of Bill Payment services.
26. Who do I contact if I have a question regarding my AuburnBank Bill Payments?
Please contact a customer service representative by calling Metavante(our Bill Payment Provider) at 1-866-211-1502. They will be able to adequately handle any questions regarding payments, stops, etc.
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