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Sugar River Bank

Online Banking FAQs

Have an Online Banking question? The answer may be right here.

Online Banking Transfers; View Transactions


Q. How do I sign up for SRB Online Banking?
A. There are two ways you may sign up for Online Banking:

  1. Click here to enroll online
  2. You may contact one of our Customer Service Representatives to receive the enrollment form.

Q. What types of Internet browsers can I use to access SRB Online Banking?
A. The current and prior major release of Edge, Chrome, Firefox and Safari on a rolling basis will be supported. Each time a new version is released, the new version will be updated and support will cease on the third-oldest major version.


Q. What if I am not using one of the supported browsers?
A. You may experience issues with SRB Online Banking or be denied access to the system. If this occurs, please download one of the browsers listed and attempt the action again.

Q. Can I use a Beta version of one of the supported browsers?
A. We do not recommend using a Beta version of any browser. When new versions of browsers are fully tested and deemed compatible with SRB Online Banking, they will be updated on the supported browsers list.

Q. Can I use a Personal Financial Management system (such as Microsoft Money or Quicken) as my Internet browser?
A. Microsoft Money and Quicken allow users to connect to the Internet using a version of Internet Explorer that is built into their product. These browsers are referred to as Embedded Browsers; SRB Online Banking does not support Embedded Browsers. These are ‘stripped-down’ versions of the actual browser, and as such, do not contain components and security features necessary to allow SRB Online Banking to properly function. At this time, there are no plans to support Embedded Browsers and no fixes can be made, as the issues lie with the browser and not SRB Online Banking.

Q. Can I use Online Banking if I only have a CD, Loan or Savings Account?
A. Yes. SRB Online Banking is available free to all Sugar River Bank customers.

Q. Why am I locked out of my Online Banking?
A. Your online access becomes locked after three invalid login attempts. Using Auto Complete may also contribute to your access becoming locked.

Q. If I am locked out, how do I get back in?
A. On the login screen click Forgot.  The Account recovery screen appears click Try another way. Enter in the requested information and click Next.  The Verification code delivery screen will appear -select how you would like to receive your code and click Next. Enter in your verification code and click Verify.  The Reset Password screen will appear – enter your new Password and click Update.  For additional help please call Online Banking Support at (603) 863-3000.

Q. What happens if I forget my User ID or Password?
A. If you lose/forget your User ID or Password, please call (603) 863-3000 and ask to speak to Online Banking Support or use the Password Self Reset feature.

Q. What do I do if I forgot Password?
A. On the login screen enter your user name and click Forgot. The Account Recovery screen appears.  Enter the required information and click Next.  The Verification code delivery screen will appear – select how you would like to receive your code and click Next.  Enter in your verification code and click Verify.  The Reset Password page will appear – enter your new Password and click Update.

For additional help please call Online Banking Support at (603) 863-3000.


Q. Will Online Banking be available to me all the time?
A. It will be available virtually any time, day or night, 7 days a week, however there may be times when it is temporarily unavailable due to nightly processing updates, system maintenance or technical difficulties.

Q. If I have a question about Online Banking, whom should I call?
A. Contact Sugar River Bank (603) 863-3000 and ask to speak with Online Banking Support.

Bill Payment

Q. Whom can I pay through Online Bill Pay?
A. You can pay any company or individual in the United States

Q. Can I use Bill Pay if I live outside the U.S.?
A. Yes, but you cannot create payments to payees located outside the United States.

Q. How many payees may I have set up?
A. There is no limit to the amount of payees you can set up.

Q. What payment frequencies are available?
A. Weekly, bi-weekly, every 4 weeks, semi-monthly, monthly, every other month, quarterly, semi-annual and annual payment frequencies are available.

Q. How far in advance should I set up a payment to ensure it is paid on time?
A. For an ELECTRONIC PAYMENT, allow 1 to 3 business days, excluding holidays, from when the payment is submitted. For a CHECK PAYMENT, allow 5 to 7 business days excluding holidays. 

Q. Can I postdate a single payment?
A. Yes. Just set the payment date for a valid future date. Remember that the payment will not be processed until the date selected.

Q. Can I postdate recurring payments?
A. Yes. If a monthly recurring payment is set up to be paid on the 15th and the current date is November 12th, a payment will be scheduled for the month of November and set up to process the 15th of every month until the end date; however, if the payment is set up to be paid on the 15th and the current date is November 16th, the first payment will occur December 15th.

Q. When will the money be taken out of my account?
A. For an ELECTRONIC PAYMENT, funds are debited the same day that the payment is sent. Check Payment funds are debited from the account when the check clears your account at the bank.

Q. What if I do not have enough money in my account?
A. A CHECK payment is handled in the same manner as a check written out of your checkbook against an insufficient balance. ELECTRONIC payments are verified for funds availability during processing. If the funds are available, the account that you selected for the payment will be debited and the information is sent for processing. If the funds are not available, the payment will not be processed and you will receive a message that the payment could not be sent due to insufficient funds. Each day for five business days, the payment will be resubmitted for you until either you delete the payment or funds are available to make the payment.

Q. Can I place a stop payment for a Bill-Pay check?
A. Yes. After the check is printed and mailed, the payment history will show the check number for that payment. The stop payment would be added in the same manner as a regular check written out of your checkbook. ELECTRONIC payments cannot be stopped. (Stop payment charges may apply)

Q. Can I get a copy of a cancelled check?
A. Yes. Click on the Check# under Ref/Check No on the Current Transactions screen. If the check cleared your account prior to the last statement date, please call Sugar River Bank at (603) 863-3000 and ask to speak with a Customer Service Representative.

Q. How long is the history retained in the View Payment History section?
A. Payment history for active and deleted payees is retained and viewable for 18 months.

Q. If I have questions about Bill Pay, whom should I call?
A. Contact Sugar River Bank at (603) 863-3000 and ask to speak with Online Banking Support


Online Banking Transfers; Viewing Transactions


Q. Between what accounts can I transfer?
A. You may transfer between all your designated deposit or loan accounts at Sugar River Bank and external bank accounts you have set up. Some accounts may be excluded from transfers due to bank policy or loan agreement between the customer and the bank.

Q. How late in the day can I transfer funds so they will post to my account the same day?
A. SRB Transfers made prior to 5:30PM EST Monday thru Thursday or 6:00PM EST Friday, will post the same business day and will be reflected in the balance immediately for checking, savings and money market accounts. Transfers made after 5:30PM EST Monday thru Thursday or 6:00PM EST Friday, will post the next business day and will appear as a memo post transaction once the bank's nightly processing is complete. Pending transfers can be viewed by clicking Pending on the Transfers page of your Online Banking account.

Q. How late in the day can I transfer funds to EXTERNAL bank accounts so they will post to my account the same day?
A. External Bank Transfers (Bank to Bank) made prior to 2:00PM EST Monday thru Friday, will be sent the same business day. External Transfers made after 2:00PM EST Monday thru Friday, will post the next business day and will appear as a memo post transaction once the bank's nightly processing is complete. Pending transfers can be viewed by clicking Pending on the Transfers page of your Online Banking account.

Q. When will my SRB transfer take effect?
A. Transfers set up prior to 5:30PM EST Monday thru Thursday and 6:00PM EST Friday are effective the same business day and: 
  • will be reflected in the balance immediately for checking, savings and money market accounts.
  • will not be viewable on a loan account until the next business day.
Q. How do I transfer money between my accounts?
A. Select the Transfer Quick Action. Then choose the account you want to transfer   From and To. Eligible internal and external accounts will be listed. 

Q. Can I add a memo line to a transfer?
A. A memo line can be added to an immediate transfer. It cannot be added to recurring or future-dated transfers.

Q. Why am I unable to add a memo to recurring or future-dated transfers?
A. Memos are not an option for recurring or future-dated transfers; however, you can add a “tag” to transactions that will appear after the transfer posts to your account.
 
Q. Can I make a person-to-person transfer?
A. Yes. The recipient’s phone number and e-mail address are required. On your desktop, select “Pay a person” from Quick Actions. From your mobile app select Pay from the Quick Actions. In the top right corner click on “+” and then choose “Person”. For detailed instructions click Here.
 
Q. Will I be able to delete transfers once they have been submitted?
A. No, internal and external transfers cannot be deleted once submitted. If a transfer was submitted mistakenly, a new transfer will need to be set up to move the funds back.
 
Q. How do I make a loan payment?
A. Select the Transfer Quick Action and choose the checking or savings account you want to make your payment from. Then select your loan account to transfer to. To schedule a recurring payment, select “More Options” to schedule frequency and date. Transfers completed after 5:30pm EST Monday thru Thursday and 6:00pm EST Friday will be processed on the next business day.
 
Q. Can I set up automated loan payments?
A. To schedule a recurring payment or a future-dated payment, select “More Options” to schedule frequency and date.

Q. How can I view an estimated payoff for my loan?
A. An estimated payoff is shown in the Account Details. This payoff estimate may not include additional fees and other charges that have accrued, such as escrow. For a final payoff amount, please contact 603-863-3000 and ask to speak to Loan Servicing.
 
Q. How much does the mobile app cost?
A. There are no fees to download and use the SRB mobile app; however, connectivity and usage rates may apply. Contact your wireless service provider for more details.
 
Q. Do I use the same user ID and password for the mobile app as I would for online banking?
A, Yes, you will use the same user ID and password that you use to log into online banking.

Q. If I forgot my password, can I reset it within the app?
A. Yes, you can easily reset your login credentials by clicking on the ‘Forgot?’ link on the mobile app.

Q. How do I sign out of the mobile app?
A. You will automatically be signed out once the swipe or close the app. Each time you access your app, you will be required to enter your passcode, use your fingerprint or utilize the facial recognition feature in order to log in again.
 
Q. Can I pay bills or a person in the app?
A. Yes, you can easily add payees, edit payees, and submit payments using the app.
 
Q. Is there a fee to use mobile deposit?
A. No, mobile deposit within the SRB mobile app is free.
 
Q. Are there any limitations with using mobile deposit?
A. Yes, there is a daily deposit dollar limit of $2,500.00.  Some checks are not eligible for deposit.  For a complete listing of these items please refer to the User Agreement or contact Customer Service at 603-863-3000 for specific details.
 
Q. Does Sugar River Bank offer connections with Intuit financial software, Quicken and QuickBooks?
A. Yes, if enrolled for Online Banking, you can connect to your personal accounts through Quicken financial management software—or if you are a business, through QuickBooks account management software.

Q. What is the difference between Web Connect and Direct Connect?
A. Web Connect allows you to download your transactions directly from within Online Banking and import them into Quicken / QuickBooks. Direct Connect allows Intuit to connect directly to your Univest accounts on your behalf. You do not have to manually sign in to Online Banking and manually download transactions. It is a two-way connection that can be used for paying bills and transfers from within the Intuit product.
 
Q. How do I connect to Quicken or QuickBooks?
A. When activating through the software, search for ‘Sugar River Bank’ to use Web Connect or ‘Sugar River Bank’ to use Direct Connect. You will be required to enter your Online Banking username and password, and then select the accounts to be linked.

Q. I am unable to connect my accounts with Quicken / QuickBooks, who should I contact?
A. If you were previously connected to Sugar River Bank with Quicken or QuickBooks, you may need to disconnect and reconnect to re-establish connectivity.  Below are helpful links on how to do this.

Questions about Intuit products and features should be directed to Intuit support: 1-800-446-8848.

Q. Will my third-party aggregators, such as Mint, Acorn, etc., still be able to access my online banking accounts?
A. If this connection is not working properly, please inform your provider that you are having issues so they can work to correct it on their end.