Frequently Asked Online Banking Questions

Q:What is the system requirement to use the Online Banking service?
A:All you need to use Online Banking is a secure browser that supports 128 bit encryption. For Windows operating systems you will need Microsoft Internet Explorer® 6.0 or higher; Netscape® 7.2 or higher; AOL® 8.0 or higher; or Mozilla Firefox® 1.0. For Macintosh® operating systems you will need AOL® for OS X or Safari® 1.2.with a computer that has Internet access.

Q:How do I access Online Banking?
A:You first complete the Online Banking Registration Form and submit it electronically. You must have an existing checking or savings account to bank online. Once your registration is received, we will process your request and review it for security purposes. Once your registration is approved (typically 1-2 business days) we will notify you by email. You will login for the first time only, with your social security/tax identification number and the password that you chose at the time of registration. Upon successfully logging in, you will be prompted to choose a unique User ID. You will also be asked to answer a security/challenge question as part of our Enhanced Login Security feature.

Q:What is Enhanced Login Security?
A:Enhanced Login Security is a new online security feature that will provide you additional protection from fraud and identity theft. Enhanced Login Security helps prevent unauthorized access to your accounts and secure financial information. Click here to learn more.

Q:What happens if I forget my Password, User ID or Challenge Question answer?
A:Just call us at 978-725-7502 during regular business hours (8:30 am to 5 pm- Monday through Friday) to restore your access to the system.

Helpful Hints:

• Passwords are case-sensitive and require a minimum of 6 characters (including at least 2 numbers and 2 letters.)
• User ID's are not case-sensitive. The first time you log in, the User ID is the registered user's Social Security Number or Business Tax ID. After the first log in, your User ID is what you chose (minimum 6 characters, including at least 1 number and 1 letter.)
• Challenge question answers are not case-sensitive. However, if you used a date in your answer (i.e. 3-15-91) you must enter it in the exact same format.

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:What accounts will I be able to access through Online Banking?
A:You can access your River Bank checking, statement savings and money market accounts. You may also make payments on your River Bank loan accounts. You may only view your activity on your passbook savings, CD and IRA accounts.

Q:How frequently is my River Bank information updated?
A:Balance information is current. If an asterisk appears next to a balance, it is as of the last business day. Account History transaction information is also current.

Q:What makes up the balances I see?
A:The Account Balance reflects your current account balance. The Available Balance reflects your current account balance, minus any funds being held for checks deposited or cashed under River Bank's Funds Availability Policy, or any funds being held for other types of transactions, such as debit card.

Q:When are River Bank transfers processed?
A:Transfers between deposit accounts and loans, will process immediately and be reflected in your Account Balance, providing there are no holds on the account and the funds are available for transfer or payment. The transfer will also show in your Account History detail immediately. Scheduled transfers will be processed on the date you selected and will also show in your Account History detail on the date selected.

Q:What if there is an asterisk next to my balance and I want to do a transfer?
A:If an asterisk appears next to the balance of your account(s) it means that immediate online transfers are not available. You may utilize the Schedule Transfer feature to schedule the transfer for the next available day or you may try the immediate transfer again later that same day.

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

Q:Is there a demo available for me to try?
A:Yes, we have an Online Banking Demo.

Q:How long can I be idle before being logged out of the Online Banking product?
A: The inactivity timeout default is set for 20 minutes. However, you can define the timeout period in the User Options area for 5, 10, 20, 45 or 60 minutes.

Q:Can I change my password at any time?
A:Yes, you can go to User Options and change your password.

Q:What happens if I don't use my Online Banking for an extended period of time?
A:River Bank will attempt to contact you by email if you have not logged into Online Banking for at least 150 days. After that time period, if there is no login activity, your account will be placed on Inactive Status and you will have to re-register to activate it.

Q:How far back can I view my River Bank account history?
A:You can view account activity for up to 18 months after the date that you signed up for Online Banking. You can also view your check images for the past 18 months.

Q:When I click on a 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. Another reason is that there is a timing delay and if you try again in a day or so, you will be able to view it.

Q:Who can I contact if I have more questions regarding Online Banking?
A:You may contact the Online Banking Department at 978-725-7502 during normal business hours, 8:30 am - 5:00 pm Monday-Friday. You may also use our Secure Guestbook to email questions to the Online Banking Department.