Online Banking FAQs

A: Online Banking user IDs must consist of at least one letter and may contain numbers and special characters. User IDs are not case sensitive.

A: Passwords must be between 8 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.

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: 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 out.

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.
• 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 Online Banking supports the latest version of major browsers like Microsoft Edge, Chrome, Firefox, and Safari.

Internet Explorer 11 will still be supported, for now, but IE 11 users may see a message stating they are using an outdated browser. Even with our robust layered security system, one of the best lines of defense continues to be using an up-to-date browser. Internet Explorer 11 is no longer under active development by Microsoft. While it continues to receive updated security patches, it does not support all of the modern security features. We recommend using the latest version of Microsoft Edge, Chrome, Firefox, and Safari.

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.

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: 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 for 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 placed by calling Customer Service at (256) 386-5000 or (877) 865-5050 Monday through Saturday from 8:00 a.m. to 8:00 p.m. Central Time to speak with a Bank Independent representative.  Please note that fees may apply to stop payment requests.

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 from your Bank Independent personal checking and savings accounts to 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: You can schedule a one-time transfer, or schedule recurring transfers to occur at weekly, biweekly, semi-monthly or monthly intervals.