Online Banking FAQs
A: There are two easy ways for Bank Independent accountholders to enroll. The first option is to visit www.bibank.com, click “Enroll Now” on the Online Banking sign-in box on the right side of the screen and then follow the easy instructions:
- You’ll be prompted to accept the Terms and Conditions of Online Banking
- Enter your Social Security number, your Bank Independent checking or savings account number, and the email address we have on file for you.
- Next, you’ll enter your name, address and date of birth and click "Submit."
- Click “Send email verification”*
- Open the email you receive and click on the link*
- Make note of your temporary 12-digit User ID (you’ll be able to change this later!)
*Please note that the enrollment process must be completed within the same browser session and on the same computer within one hour.
You may also enroll for Online Banking by contacting Customer Service at (256) 386-5000 or (877) 865-5050.
A: With Bank Independent Online Banking, you have control over nearly every aspect of managing your Bank Independent accounts. You can:
- View balance and transaction history for your Online Banking accounts
- Transfer funds between your authorized Online Banking accounts
- Transfer funds between your Bank Independent account and accounts you hold at other financial institutions (conditions will apply)
- Pay one-time, occasional and recurring payments online with Bill Pay
- Manage your finances with our My Finance online financial management system
- Enable Mobile Banking to bank anywhere, anytime using your mobile device
- Download account information into your financial management software
- Set up personalized alerts
- Send and receive secure electronic messages to and from Bank Independent
A: There is no charge for personal Online Banking services. However, there are fees associated with Online Banking for business. For more information on our Business Banking services, please contact Customer Service at (256) 386-5000 or (877) 865-5050.
A: The first time you log in you will be prompted to accept the Online Banking Terms and Conditions, then change your password for security reasons. You will also have the option of changing your User ID. Then, you will be asked to enter your mobile phone number and provider (this will be used to confirm "high-risk" transactions). Next, select a personal image from our directory of over 3000 images. You’ll also be prompted to select and answer three security questions. Lastly, you will be asked to enter or update your email address.
A: No. You must use the twelve-digit number the first time you log in. After that you have the option to create a new, unique User ID. If you do not assign this User ID upon your first log in to Online Banking, you can change your User ID by visiting the Settings tab within Online Banking, clicking on “Personal” and entering a new User ID under “Modify Login Information.”
A: Online Banking User IDs must consist of at least one letter. They are not case sensitive, and only the following special characters are allowed: + _ % @ ! $ & * ~
A: Passwords must be between 6 and 25 characters, and must contain at least one letter and at least one number. The following special characters are allowed in Online Banking passwords: + _ % @ ! $ * ~. It must not match nor contain your User ID. Passwords are case sensitive.
A: Bank Independent Online Banking is online and real-time. Most transactions that occur within your account are available for viewing immediately. Online Banking will build and retain up to 18 months of your transaction history.
A: Online Banking service does not expire if you are regularly using the service. However, if you do not log in to the service for 180 days, the service will automatically move into a dormant status. While in dormant status, you will be unable to log in until you call us to request that your service be restored. If you still have not logged in after one year, your Online Banking service will automatically be deleted.
A: Our Customer Service representatives will be available at (256) 386-5000 or (877) 865-5050 Monday through Saturday from 8:00am to 8:00pm to personally assist you with any Online Banking questions or issues. However, you can also use the Message Center within Online Banking to send us secure encrypted emails from within your Online Banking session 24 hours a day, seven days a week. We will respond to your emails as soon as possible during normal business hours. Incoming secure messages to your Online Banking Message Center will alert you to important events and news concerning your accounts.
A: Transfers can be made at any time. However, please note that transfer cut-off time is 8:00pm Central time Monday through Saturday (excluding Bank holidays). Any transfer made after 8:00pm or on a day the bank is closed will be processed on the next business day.
A: Yes, alerts are available via text message*, email or upon login to Online Banking or Mobile Banking. Alerts provide you with a convenient way to be made aware of various activities occurring on your accounts. Simply click on the Settings tab then select “Alerts” to establish these alerts. Alert options include events, balance thresholds, item actions and personal activities. Please note that insufficient funds (NSF) alerts are sent the business day after the item(s) have posted to your account. If you wish to be alerted in advance to a low balance situation, we advise you to use the “balance alert” feature to receive an alert when you reach a pre-determined low balance. * You are responsible for any text messaging fees from your carrier (not from Bank Independent), and carrier message and data rates may apply.
A: To remove an account from the My View page of Online Banking, simply click on the wheel-like icon in the top right corner of the box that says "My Accounts," then configure the accounts that you'd like to appear. This does not remove the account from Online Banking, but it will hide it from the My View page. To permanently remove an account, please contact Customer Service via the secure Message Center within Online Banking, or call (256) 386-5000 or (877) 865-5050.
A: Make sure the account has been added to your My View page by clicking on the wheel-like icon in the top right corner of the box that says "Recent Transactions." If the account is listed on the right side of the Configure Recent Transaction listing, it is hidden. Simply click the plus sign beside the account name to add the account to the left side of the listing so that transactions from this account will be shown in the "Recent Transactions" box.
A: There are three ways to access details about each of your accounts:
- From the "My Accounts" box on the My View page, simply click on the word "Info" to the right of the account
- On the Accounts page, choose "Account Info" from the drop-down list to the right of the account
- Click on your Account Nickname while you are in the "My Accounts" box on the "My View" box or from within the "Account Info" page
A: If you are making a payment on an interest-only loan, please enter your payment in the “Regular Payment” field in order to advance the due date. Transfers entered after 8:00 pm Central Time will be processed on the next business day.
A: To access Bank Independent Online Banking you will need a personal computer that has an established and secure connection to the internet through your choice of Internet Service Provider, plus a browser that is compatible with the Online Banking service.
A: Online Banking supports Microsoft Internet Explorer 11, Microsoft Edge, Safari (for Apple/Mac users only), Google Chrome and Firefox. The browser must support SSL 128-bit encryption. The current version plus one previous version of these browsers may be used.
A: Encryption turns meaningful words and phrases into coded language. Everything that you do during your Online Banking session becomes a string of unrecognizable numbers before entering the internet. Your account information will read as gibberish to everyone but you and our financial institution. All of your Online Banking sessions will be encrypted. We employ the strongest forms of encryption that are commercially available for use over the internet.
A: A 128-bit encryption means that there are trillions of possible keys that could fit into the lock that holds your account information, but only one that works for each Online Banking session. This level of encryption is so powerful that the US government lists this encryption as a federal munition—meaning browsers that offer it can only be used and downloaded by citizens and permanent residents of the United States and Canada.
A: SSL stands for “Secure Socket Layer.” This technology allows users to establish sessions with secure Internet sites, meaning they have minimal risk of external violation. Once inside the Online Banking site, our use of SSL technology keeps you and your account information secure.
A: You can verify your browser encryption level by going to the Online Banking login page (the screen where you enter your password to complete log in) and selecting the “Test Browser” tab. You can also check your browser software. For example, in Internet Explorer, you can click on “Help” in your toolbar and then select “About Internet Explorer.”
A: You can determine if you are in a secure session by looking for the “secure” icons (usually in the shape of a padlock) in the status bar of your browser.
A: During each session in which you use Bank Independent Online Banking, the system will pass a “cookie” to your browser for the purpose of identifying you during that session. A “cookie” is security data that is given to an internet browser by a web server that is returned by the browser to the server on subsequent transmissions to identify the user and encryption information. When you log in to Bank Independent Online Banking, a “cookie” enables the bank to process multiple transactions during the same communication session without you having to provide your Online Banking User ID and password for each individual transaction.
A: You must notify Customer Service immediately at (256) 386-5000 or (877) 865-5050 if you believe your User ID or password has been compromised or if an unauthorized transaction has occurred.
A: You are allowed three attempts to enter your password. If you are unsuccessful after the third attempt, you will be locked out of Online Banking. Immediate access may be regained by using the “Forgot your Password?” option or calling Customer Service at (256) 386-5000 or (877) 865-5050.
A: The system will monitor your accounts online for any unusual or uncharacteristic activity, such as an attempt to log in from a different location, a request for an unusually large transaction or other unusual transaction. If something out of the ordinary is detected, Online Banking will verify your identity by asking you to answer your pre-established security questions.
A: You will almost always be prompted to choose these questions during your initial login to Online Banking and provide answers only you would know. The system will then be ready to ask these questions if it detects any unusual activity on your account in the future.
A: No. It is usually rare that Online Banking needs to pose these questions to verify the identity of a person logging in or requesting a transaction. These questions will be posed if there is a variation in your particular pattern of use. For example, if you usually log in from your home computer in Alabama, and then you go on vacation and log in from a computer in Hawaii, the system may pose the questions to verify your identity and complete the login.
A: We are glad to hear you use virus protection, a personal firewall and spyware detection. Be sure to keep these software programs up-to-date for the best possible protection against viruses, trojans and other types of malware. In addition to your security software, our Online Banking security features provide greater protection by adding more layers of security to your online experience. These features work together with your own system security, but they do not replace them. They are used to prevent any unauthorized access.
A: Online Banking has a ten-minute time-out feature. If you are logged in for ten consecutive minutes without using Online Banking, the system will alert you that time-out is going to occur and allow you to choose to continue your session. If you don’t continue, the session will log you off.
A: We take numerous steps to keep your account information secure. However, you must take precautions as well. We suggest the following:
- Choose a strong password. Your Online Banking password and your User ID authenticate you when you begin an Online Banking session. You should carefully select a password that is hard to guess. You should not use personal information or a word that can be found in the dictionary.
- Keep your password safe. Even the best password is worthless if it’s written on a note attached to your computer or in your checkbook. Memorize your password and never tell it to anyone. We do not need your password to assist you with your Online Banking account, so we will never ask for it.
- Change your password regularly. It’s important to change your password regularly.
- Remember to sign off properly. You may not always be at your own computer when you bank online. Therefore, it’s important to sign off when you’re finished banking. If you forget to do so, the system automatically logs you off after ten minutes of inactivity.
A: Bank Independent Bill Pay service allows you to set up payments to just about anyone. You tell us the person or company you want to make a payment to, and we will withdraw the money from your account and send the payment to the payee. You may schedule one-time, occasional or recurring payments to be paid right away or on a date in the future.
A: Anyone who has access to a transaction account (checking or savings) in Online Banking is eligible to use the Bill Pay service. You can pay virtually anyone you want using Bank Independent Bill Pay, as long as they have a valid US mailing address. There is no limit to the number of payees you can set up within Bill Pay. You cannot pay a government agency or court-ordered obligation, and payments to an address outside the US are not allowed.
A: Bill Pay enrollment differs for personal and business accounts:
Personal Bill Pay: To sign up for Bill Pay, simply log in to your Bank Independent Online Banking account then click the Bill Pay tab to get started. Simply follow the online prompts to complete your enrollment for Bill Pay and you can begin using it immediately.
Business Bill Pay: To enroll in Bill Pay for business, please contact a Business Banking Specialist at (256) 386-5000 or (877) 865-5050.
A: You will select your primary funding account during enrollment. When you are ready to set up your first bill in Bill Pay, simply, add a payee, select your funding account, and schedule a payment.
A: When scheduling your payment, you tell us the payment amount and the due date of the payment for the payee. Your payment is sent to the payee either by check or electronically to insure the payee receives the payment on the due date you’ve designated.
A: There are currently different schedules and processes for personal accounts and business Bill Pay.
Personal Bill Pay: Within Bill Pay, simply enter the date your payment is due (or the date you would like for your payee to receive the payment), and our Bill Pay system will do the rest! The handy calendar option to the right of the payment date blank will highlight the first available date for your payee to receive your payment. If your payment is sent electronically, it will be delivered to your payee on the date you have selected, and your funds will be deducted from your account on that date. If your payment is sent by check, it will be mailed in time for your payee to receive it on the date you have selected, and will be deducted from your account when the check clears.
Payments will be processed each business day starting at 3:00 pm Central time. You may only edit or stop a scheduled payment if it still appears in your Scheduled Payments list. Payments scheduled after 3:00 pm Central time can be processed as soon as the next business day.
Business Bill Pay: For electronic payments, funds will be deducted from your account on the date the payment is sent, and not on the payment due date or anticipated delivery date. This payment date will be indicated as the "processing date" under your chosen "deliver by" date.
To ensure that your business’ payments are received by your payee in a timely manner, we recommend you use the following guidelines:
- Electronic payments can be delivered as early as the next business day if scheduled prior to 3:00 pm Central time. For check payments, allow at least seven days for the payment to be received by your payee.
- Electronic payments scheduled for same-day processing will post to your checking account the same business day if entered into Online Banking Bill Pay prior to 3:00 pm Central time.
- Check payments will be deducted the same as a check you would write from your checkbook and mail to a payee (the funds are deducted when the check clears your account).
A: An eBill is an electronic bill presentment process. After you have established this service within Bill Pay, your electronic bills will pull automatically into Bill Pay each month. Then it’s just a matter of clicking on the bill to make your payment. No separate login is required. Please note that you must have login credentials established with your payee in order to utilize this convenient feature. Some electronic payees may not be available for this service.
A: Yes, businesses may enroll in a special edition of Bill Pay customized for commercial needs which will offer you more control, greater efficiency, improved cash flow, long-term savings and more time to focus on your business. To enroll, please contact a Bank Independent Business Banking representative at (256) 386-5000 or (877) 865-5050.
A: Certain fees will apply to services within Bill Pay for business. There are no fees for regular payments from personal accounts within personal Bill Pay. However, some additional options will result in minimal additional fees, such as rush payments and personalized gift and donation checks. Fees for these services will be displayed within Bill Pay.
A: This is a unique feature within Bank Independent Bill Pay that allows you to customize a Bill Pay check that you may send to anyone for many different occasions, such as birthdays and anniversaries. You may insert your own customized greeting on the check voucher and decorate the check with the appropriate image. The donation check allows you to send an email to any charity notifying them of the donation; you may also choose to send the donation in honor or in memory of an individual.
A: Yes, it is possible. Our Bill Pay service performs a periodic review of payment types. If we find that your payment type can be changed from the check to electronic type, our system will automatically make that change. If a payee no longer accepts electronic payments, your payee would then be changed to a check payment type. This is done to send payments to your payees in the fastest, most efficient and secure way possible. If you wish to be notified of a payment type change, please click on the Bill Pay “Options” menu, and select “eNotifications” to choose the alerts you’d like to receive.
A: Bank Independent personal Bill Pay has a predetermined limit of $5000 per day; however, this does not mean that your payment(s) cannot be processed. Any payment(s) over the $5000 daily limit will simply be sent to your payee via check rather than electronically. Upon entering payments exceeding the $5000 daily limit, you will receive a notification that your payment(s) will exceed the predetermined limit, and you will be prompted to enter a remittance address and refresh the date to complete your payment scheduling. To request a predetermined limit over $5000, please call Customer Service at (256) 386-5000 or (877) 865-5050.
A: Bill payments do not process on non-business days. For recurring payments, you have the option to select the payment date to be the business day before or the business day after the weekend or holiday when you set up your payment.
A: No. When you add a payee to the Online Banking payee database, the payee is immediately available to schedule a payment.
A: Bill Pay history is maintained for 18 months.
A: The status field may have one of the following entries:
- Processed: Your payment has been processed and sent
- Rejected NSF: Your payment has been rejected due to insufficient funds in the funding account
- Communication Failure: There was an error due to communication problems
- Vendor Refund: Your payment was rejected and your checking account will be refunded
A: You may set up payments in any of the following frequencies: One-time, weekly, bi-weekly, semi-monthly, monthly, quarterly, semi-annually or annually. A recurring scheduled payment can be set up in advance to any date in the future. A one-time payment can be set up to be sent five years into the future.
A: Yes, any text entered in the memo field will print on the check. The account number that you entered when adding the payee to your personal payee list is also printed on the check. This lets the payee know to which account the payment should be applied.
A: If your payment has not yet been processed (as noted on your Bill Pay screen), you can cancel the payment from within Bill Pay. If the payment was remitted electronically and has already been processed, you may not stop the payment. You can stop payment on “check” bill payments if they have not yet cleared your account. Stop payments can be initiated through Bank Independent Online Banking by selecting “Stop Payment” option. Stop payments can also be placed by calling Customer Service at (256) 386-5000 or (877) 865-5050 Monday through Saturday from 8:00am to 8:00pm to speak with a Bank Independent representative. Please note that fees may apply to stop payment requests.
A: To postdate a single payment, just set the payment date for any date in the future. Single payments are actually set up into two categories, current payments and future payments, which allow you to schedule payments in the future or for the current date. Current date payment will be sent to your payee the same day if entered prior to 3:00pm Central time.
Recurring payments can also be postdated. For example, if a monthly recurring payment is set up to be paid on the 15th and the current date is November 12, a payment will be scheduled for the month of November and set up to occur the 15th of every month until the expiration date is reached. However, if the payment is set up to be paid on the 15th and the current date is November 16, the first payment will occur on December 15.
A: You may edit a payee address for check payments, but for electronic payments you must establish them as a new payee with the correct address and delete the old payee record. The only items you can edit on an existing electronic payee are the nickname you’ve assigned to the payee and your account number with the payee. If you’d like to change any other information about the payee, such as the mailing address, the payee must be deleted and re-entered. On check payees, however, all fields may be edited.
A: These actions must take place prior to 3:00 pm Central Time in order for processing to begin on the same day. Entries, edits and deletions made after 3:00 pm will be processed on the following business day. You may edit the dollar amount on a recurring scheduled payment as early as the next business day after the scheduled payment date.
A: Once you have set up your new payee, visit the dashboard payee listing within Bill Pay. The delivery method of your payment will be listed with the payee information.
A: If you have no scheduled or recurring bill payments for three months, your Bill Pay functionality within Online Banking may be disabled.
A: Your payment will be submitted to the payee and handled in the same manner as a check written out of your checkbook against an insufficient balance.
A: This option within Bank Independent Online Banking allows you to electronically transfer funds to and from your Bank Independent personal checking and savings accounts and those you hold at other financial institutions.
A: Personal checking and savings accounts are eligible for transfers to and from your Bank Independent accounts.
A: If you have been an Online Banking customer for thirty days and your accounts are in good standing, the "Bank-to-Bank Transfer" option will be enabled for you within your Online Banking account.
A: After logging in to Bank Independent Online Banking, click the "Bank-to-Bank Transfer " option in your menu bar and complete the following steps:
- Review the enrollment introduction and click “Enroll.”
- Review the Bank-to-Bank Transfer Agreement, check the “I Agree” box, and click “Accept.”
- Select "Add an Account" from the sub-menu.
- Complete the required fields to submit an external account (including the financial institution’s routing number and your account number) and click “Submit.”
- In the “One-Time Passcode Authorization” box, click “Send SMS” to have a one-time use four-digit passcode sent to your mobile number.* The number shown in the box is the number you previously registered for the Security Manager feature upon logging in to Online Banking. If you need to change or update this phone number, please call Customer Service at (256) 386-5000 or (877) 865-5050 for assistance. If you cannot or prefer not to receive this code via text message, please contact Customer Service for more information on obtaining a one-time use code for each Bank to Bank Transfer transaction.
- When you receive the passcode on your mobile device, enter the code into the “Enter the passcode” box and click “Submit” to continue the verification process.
- Upon enrollment of your external account, our system will generate two small credit transactions (less than $1.00) to the external account. To complete the verification process, retrieve the amounts of these small credit transactions from your external account.
- Within ten days, log in to Bank Independent Online Banking, select "Bank-to-Bank Transfers" and then select "Enrolled Accounts. Enter the amounts of your two small deposits in the “Verification Amounts” fields as numbers only (no dollar signs or decimal points) and click “Submit.”
- Watch for your enrolled account status to change to “Verified.”
* Your mobile carrier's text messaging fees may apply
A: You can schedule a one-time transfer, or schedule recurring transfers to occur at weekly, biweekly, semi-monthly or monthly intervals.
A: There is no fee for transferring funds INTO your Bank Independent account. However, there will be a fee of $1.00 per transfer to transfer funds FROM your Bank Independent account to your account at another financial institution. This fee will be posted to the Bank Independent account from which you are transferring funds.
A: An Online Banking Bank-to-Bank Transfer of $100 or more from another financial institution into a Bank Independent account will be available two days after the transfer request. Inbound transfers of less than $100 submitted prior to 3:00 pm will be available immediately, while transfers of less than $100 submitted after 3:00 pm will be available on the next business day.
A: Yes. You are allowed three inbound transfers per day not to exceed a total of $1000 and three outbound transfers per day not to exceed a total of $1000.
Please note: Per government regulation, transfers from a savings or money market account to another account or third party by preauthorized, automatic or telephone transfer (including Online Banking transfers) are limited to six per month. If you exceed the transfer limitations set forth in three calendar months in a 12-month period, your account will be subject to closure or change by Bank Independent and may be subject to an excessive usage fee based on our current fee schedule for every outgoing transfer above the stated limit.
A: Yes. Once your external account has been verified from within Online Banking, it will be added within Mobile Banking to the list of your accounts. You can initiate a transfer from or to this account just as you would initiate a transfer among your Bank Independent internal accounts. However, only one-time transfers are available within Mobile Banking. Recurring transfers must be scheduled through Online Banking.