Frequently Asked Questions

Online Banking FAQ's

Q: What is Online Banking?
A: Online Banking is a tool that allows you to use a personal computer with an Internet connection to conduct your banking online.

Q: What can I do with Online Banking?
A: You can view account balances and transaction history, transfer money and much more.

Q: How do I access Online Banking?
A: Once your online registration is received we will process your request. An email will be sent detailing your initial login information, once your registration has been approved. You must have an existing account before accessing Online Banking.

Q: What is required to use the Online Banking service?
A: All you need to use Online Banking is a secure browser that supports 128 bit encryption such as Microsoft Internet Explorer®, or Firefox®. You can use any computer that has Internet access.

Q: How current is my banking information?
A: Your account information is updated every business day with new check transactions posted to your account from the previous business day. All electronic transactions show up as they occur.

Q: When can I use Online Banking services?
A: With Online Banking you have access to your account information 24 hours a day, 7 days a week.

Q: How long can I be inactive before being logged out of the Online Banking product?
A: The inactivity time out default is set for 15 minutes.

Q: Can I create my own password?
A: Yes, after you log in for the first time, you will be prompted to change your password for Online Banking.

Q: Are there special requirements?
A: Your password must contain between 6 and 14 characters, with at least 1 number, at least 1 upper case letter, as least once lowercase letter and at least 1 special character. You may also change your password at any time through accessing the Settings Menu and Security Preferences.

Q: What happens if I forget or lose my password?
A: You may access the Forgot My Password link on Password page or contact the Deposit Services Department at 609-463-5220 and we will take your through the steps needed to get back into the system.

Q: Can I change my User ID?
A: You can change your User ID at any time through accessing the Setting Menu and Security Preferences.

Q: Can I change my password?
A: You can change your password at any time by accessing the Settings Menu and Security Options.

Q: What accounts will I be able to access through Online Banking?
A: You can access your Sturdy Savings Bank checking, savings, certificates of deposit, loan, and holiday club accounts. Our Online Banking product is designed to provide you as much access, security, and versatility as possible.

Q: Can I schedule future transfers?
A: You can schedule future transfers by accessing the Recurring Transfers option to schedule open, future and recurring transfers.

Q: Can I view cancelled check images online?
A: You can view check images online through the Account History area. Just click on the check number and an image of the front and back of the check will appear.

Q: When I click on check image, why does it state that the "Service is Not Available"?
A: The most common reason for receiving this message is because your check cleared electronically and the Bank does not have a copy of the image.

Q: How current is my banking information?
A: Your account information is updated immediately with each new transaction.

Q: What formats can I download my transaction history in?
A: Online Banking supports downloads to Quicken, Quickbooks or as a comma-delimited text file.

Q: Can I view my account details in more than one way?
A: You can view your accounts by date, check number, amount or balance in ascending or descending order.

Q: Can I open an account online?
A: We currently do not offer account opening online, at this time.

Q: What is Enhanced Login Security?
A: Enhanced Login Security is an online security feature that provides additional protection from unauthorized access to your accounts to assist in keeping your financial information secure. It allows us to identify you as the true owner of your login access by recognizing not only your User ID and Password, but also your computer. If we do not recognize your computer, as an additional security measure, you will be asked to provide a one-time Secure Access Code.

Q: Who can I contact if I have more questions regarding Online Banking?
A: You may contact the Deposit Services department at 609-463-5220 during normal business hours, Monday through Friday. You may also use our Secure Messages option within Online Banking to submit your question to the Deposit Services Department.

Banking FAQ's

Q: Are Sturdy Savings Bank deposit accounts FDIC Insured?
A: Yes! Depositors' funds at Sturdy Savings Bank, an FDIC insured Bank, are insured to $250,000 per owner by the Federal Deposit Insurance Corporation (FDIC). Individual Retirement Accounts (IRAs) are insured separately to $250,000 per owner. Depositors with more than $250,000 at Sturdy can still be fully insured, provided the accounts meet certain requirements. We can help you calculate your insurance coverage using the FDIC's online Electronic Deposit Insurance Estimator.

Q: How do I set up Direct Deposit of my payroll check?
A: After your Sturdy Savings Bank account application has been approved, you will receive Sturdy Savings Bank's routing and transit number and your account number. If your employer participates in a direct deposit program, simply provide this information to the human resources or payroll department at your company. Your company will provide you with information on when direct deposit will begin. Direct Deposit is available with our Checking and Savings accounts.

Q: How do I set up Direct Deposit of my Social Security check?
A: After your Sturdy Savings Bank account application has been approved, you will receive Sturdy Savings Bank's routing and transit number and your account number. Simply contact us, and have your Social Security Number and account information available to set up your direct deposit right over the phone. Direct Deposit is available with our Checking and Savings accounts.

Q: Can I get information about my account by phone?
A: Yes! Sturdy Savings BankLine is your telephone access to information 24 hours a day. Contact us for information on accessing Sturdy Savings BankLine. Account information is also available from our Customer Service Representatives during business hours at any of our offices. Sturdy Savings BankLine can be reached by calling (609) 368-6000.

Q: Is interest paid on Sturdy Savings Bank checking accounts?
A: Yes! If you would like a checking account that pays a market rate of interest, our NOW Checking Account may be for you.

Q: Can I do all of my banking with Sturdy Savings Bank?
A: Yes! Thanks to the convenience of Direct Deposit, ATMs and Online Banking, daily banking activities can be performed from the comfort of your home and on your time. Contact us with questions about your banking needs.

Q: How do I make a deposit to my account (from a remote location)?
A: You can do most of your banking by using Direct Deposit, ATMs or ACH (Automated Clearing House) transactions. Sturdy Savings Bank also offers a bank-by-mail service, which allows you to mail non-recurring deposits.

Q: How frequently is my Sturdy Savings Bank information updated?
A: Sturdy Savings Bank updates all customer information nightly. Whether you access our Online Banking site or visit our customer service department, your account information is updated every day to reflect all account activity. (Online banking and ATM balances are real-time.)

Q: Are wire transfers possible to and from my accounts with Sturdy Savings Bank?
A: Yes! Funds can be transferred to and from Sturdy Savings Bank accounts by wire transfer or via ACH (Automated Clearing House) debits or credits. Contact us for details.

Q: Can I look at my transactions at any time?
A: Yes! With Online Banking, you have access to your account information 24 hours a day, 7 days a week.

Internet Security Tips and FAQ's

The Internet Banking service has several effective security techniques that we encourage you to implement when using Sturdy Savings Bank's Online Banking product:

• Never reveal your password to anyone or leave your password where someone else can obtain and use it.
• Use the Sign Off button to end each Online Banking session. Do not use the Back button to exit the site.
• Change your session time timeout in User Options to a time that meets your needs.
• Balance your account on a regular basis.

Q: I'm still hesitant about banking online. Can other people see my account information?
A: Your account information is just as secure as it is at your physical brick and mortar bank. We've taken every step possible to be sure our system meets the latest security standards, including the latest security encryption methods and software.

Q: What about filling out applications online? How secure is that?
A: Filling out applications online is as secure as the Online Banking system. Your entire session, from beginning to end, is encrypted. Our system supports 128-bit encryption, so you can also use the latest browser from Firefox or Microsoft that supports this security level. In fact, the highest encryption Netscape and Microsoft browsers' support is 128-bit, so you will be using the highest bit encryption currently available if you use a 128-bit encryption capable browser.

Q: I keep hearing a lot about encryption. What exactly is it, and why does it make everything more secure?
A: Encryption is basically a way to rewrite something in a code that can then be decoded later with the right key. The encryption we use employs a mathematical process for the key, which is made up of a certain number of bits (hence, 128-bit encryption). The higher the number of bits, the better the encryption. While using our Online Banking system, all communication from you to the system and from the system to you is encrypted using a maximum of 128 bits. In other words, when you send information to the system, your browser encrypts it using a 128-bit key, and then sends it to the system. The system then decodes the information you sent it using the key (which is predetermined when your Online Banking session is started) and processes it.

Q: What about information that is stored? Is it encrypted as well?
A: Information stored on our system is also encrypted using at least 128 bits.

Q: I'd like to know more about the security methods you have implemented. Where can I read more?
A: For a more detailed description of the security features in our Online Banking system, please see our Online Banking System Security Overview.

Bill Payment FAQ's

Q: How much does Bill Payment cost?
A: Sturdy Savings Bank currently does not charge for Bill Payment.

Q: Is there a Bill Payment Demo for me to try?
A: Not at this time.

Q: How do I sign up for Bill Pay?
A: You will have to have an Online Banking login to be able to have access to Online Bill Payment. Click on the Transactions Menu and Bill Payment. You will be taken through the prompts of setting up Online Bill Payment.

Q: How much does Bill Payment cost?
A: The Bill Payment service is free.

Q: How long does it take to set up a new payee in Bill Pay?
A: It just takes a few minutes. Have your most recent bill available to enter the payee information. Once you have entered a new payee, you may enter a payment to your new payee immediately. Please note that the payment date is the date the payment is to be sent to the payee and not the date the payment is due.

Q: How do I access my other checking accounts to be able to pay bills from them?
A: If you would like access to more than one of your checking accounts for bill payment purposes, please visit your local branch to complete an Online Banking maintenance form, send us a secure customer service message through Online Banking.

Q: How are my payments actually processed?
A: Payments are processed on the day designated by you. The payment is processed either as an electronic payment or as a paper check depending on what the payee accepts. Most payments are sent electronically. The actual debit from your account occurs within 2 business days of the payment date submitted by you.

Q: How long does it take for a payment to reach the payee?
A: An electronic payment will take a maximum of 3 business days to reach the payee. If the payee is unable to accept electronic payments, please allow 5 business days for check payments to be received. When you click on the Payee name, a note will display what payment form (check or electronic) the payee accepts. You can also click on the calendar, and the date will automatically advance either 3 or 5 days, depending on the payment method, electronic or check.

Q: What happens if I make a payment and there are insufficient funds in my account?
A: If a "non-sufficient funds" (NSF) condition exists, the debit will be returned via banking channels to our Payment processor. The payment return will prompt the system to block your Bill Payment account, preventing you from making more bill payments until the NSF condition is resolved. Any future dated one-time or recurring payments scheduled for release during the time the account is blocked will not be sent. You will also be charged a returned item fee. Please refer to the Fee Schedule.

Q: How can I verify that a payment has been made or make changes to a payment?
A: All pending payments will display on the Make Payments screen. You may view, edit or delete a payment from there. Once a payment has been sent, you may not make any further changes to it. It is the same as if you dropped the payment in a mailbox for delivery. If there are issues after the payment has been sent, they must be resolved with the Payee receiving the funds. The only exception is if the payment has been sent by check, it is possible that you could put a stop payment on the check if it has not been cashed. See Fee Schedule for stop payment fees. You may confirm a payment has been sent by reviewing the last 5 payments processed on the Make Payments screen or you can click on individual payees.

Q: Who do I contact if there is a problem with my bill not being paid?
A: You may contact our Bill Pay provider at 1-855-390-2058 to verify the payment status. You may also call the Deposit Services Department normal business hours 609-463-5220.

Q: I noticed that a payee address has changed. Why is that?
A: Payees supply an updated address after a payment is received. When this happens, the address is automatically updated in the Payee Administration area and cannot be edited.

Q: How far back can I view my Bill Payment history?
A: Up to 24 months of Bill Payment history can be viewed online. Our bill payment provider maintains payment history for up to seven years.

Q: If I make an error in selecting an electronic payee and it results in a late fee, am I responsible for the charges?
A: If you select an electronic payee with an address that is different from that indicated on the payment coupon, then you are responsible for the late fee. You always have the option to manually enter a different address for a payee.