NetTeller FAQs
- What is NetTeller? Is there a fee?
- NetTeller is a real-time online system that allows our customers a secure and convenient way to access their CHB accounts via the Internet. NetTeller is free!
- Do I have to register to use NetTeller?
- You can apply online or in person!
- I am having difficulty logging into my NetTeller account. What do I do?
There may be several reasons you are experiencing difficulty logging into your NetTeller session. If you complete the ID and PIN fields and click submit and your computer does not seem to do anything, the problem may be your browser. We have found that users with Internet Explorer version 6.0 or XP need to complete one of the following two options:
- At the bottom right hand corner of your screen there should be a little red circle with a minus sign inside. Double click on this icon and a 'Privacy Report' window should appear. On the Privacy Report, highlight the site address in the text area by clicking once on it, then click 'Summary.' When the Privacy Policy window pops up, check the box at the bottom that states 'Always allow this site to use cookies.' Click OK and close out of the privacy report.
- If this does not seem to clear up the problem, you may want to try this solution. On the top Internet Explorer tool bar, choose 'Tools,' then 'Internet Options.' On the Internet Options window, click on the tab labeled 'Privacy.' On the Privacy window, there will be a section titled Settings, and there will be a slider on the left hand side. Move the slider all the way down, until it says 'Accept All Cookies.' Click OK and close out.
- Why does it say 'Your Account is Currently Locked' when I try to log into NetTeller?
- As a security measure, accounts will lock for several reasons, such as inactivity or the incorrect PIN being entered three times in a row. If your account is locked, please call your local branch, or 845-794-9203 during regular business hours. Upon proper identification, we will be happy to unlock the account and reset the PIN. This is only for the security of our customers. We apologize for any inconvenience.
- What kind of browser do I need?
You will need a connection to the Internet and a Web Browser that supports 128-bit SSL encryption. Microsoft Internet Explorer 7.0 (or higher), Firefox 3 (or higher), or Safari 1.0 (or higher) support this type of encryption.
You can download the latest browser software at the following sites:
- What happens if I forget my PIN?
- You are allowed 3 attempts to enter the correct PIN before your account will be locked. If you cannot remember your PIN and/or you are locked out of the system, please contact your local branch or call 1-845-794-9203 during regular business hours.
- What happens if I don’t log off the system?
- NetTeller has a 10-minute time out feature. If the system has been inactive for over 10 minutes, the user will be required to re-enter their ID and PIN.
- How secure is NetTeller?
- State-of-the-art technology is used to keep your information secure. All sensitive and personal information is encrypted, and access requires passwords that only you know. In addition, your account numbers, Social Security numbers, and Tax ID numbers are never displayed on the NetTeller system. However, if you feel your information has been jeopardized in any way, please contact your local branch immediately.
- Are there limits on the number of transfers I can make?
- Yes, depending on the type of account you have. Some accounts, such as checking accounts, have no limits on the number of transfers a client can make. However, savings accounts, by federal regulation, are allowed no more than six preauthorized electronic transfers per month.
- What does the downloading feature do?
- The download option allows you to download your transactions and/or payment schedule (PowerPay users) into spreadsheet or word processing programs and Microsoft Money.
- What can I do to keep my information secure?
There are several things you can do to protect your Identification and PIN.
- Do not use an obvious number or other accessible information for your NetTeller ID or PIN.
- Ensure no one is watching when you enter your NetTeller ID and PIN.
- Try to memorize your NetTeller ID and PIN rather than writing them down.
- If you record your NetTeller ID and PIN, store the document in a secure place.
- Do not share your NetTeller ID and PIN with others.
- Report any unusual account activity immediately.
- Do not give your information to anyone requesting it over the phone unless you have initiated the call.
- Always log out of the system.
Bill Pay FAQs
- What is Bill Pay? Is there a fee?
- Bill Pay is an online bill payment system that allows our customers to send an electronic or check remittance to any business/person within the United States. Bill Pay is free to all account holders.
- Do I have to register to use Bill Pay?
- Yes, a one-time application is required to sign up for Bill Pay. Apply at any Catskill Hudson Bank branch or apply online. You will use your NetTeller ID and PIN to access Bill Pay.
- When and how are payments processed?
You can pay anyone in the United States, from your next-door neighbor, to the utility company, to a child in college across the country. The only restriction is that you cannot pay any government agencies.
- How late in the day can I enter, edit or delete a payment?
Scheduled check payments are processed Monday through Friday at 1:00 PM. Check payments made or scheduled before 1:00 PM Monday through Friday will be processed that day. Check payments entered after 1:00 PM will be processed on the next business day.
Scheduled electronic payments are processed twice a day Monday through Friday at 2:00 AM and 1:00 PM. Electronic payments made or scheduled before 1:00 PM Monday through Friday will be processed that day. Electronic payments entered after 1:00 PM will be processed on the next business day.
All scheduled payments that fall on the weekend or a holiday will be processed the previous business day. Always allow 1 to 3 business days for electronic payments, 4 -7 days for payments made by check.
(All times are Eastern)
- Will the memo field be printed on the check sent to the payee?
- Yes. The memo field text will be printed on payments remitted by check. The account number that you entered when you added the payee to your Personal Payee List is also printed on the check. This allows the payee to know which account to apply the payment to.
- Can I postdate single and/or recurring payments?
- Yes. Just set the payment date for any date in the future. Single payments are actually set up into two categories: current and future payments, which allow you to schedule payments in the future or for the current date. If a monthly recurring payment is set up to be paid on the 15th and the current date is November 5th, a payment will be scheduled for the month of November and the 15th of every future month until the end 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 15th.
Mobile Banking FAQs
- What are the restrictions on the type of mobile devices that can be used to access accounts?
- The JHA mobile solution is phone device agnostic. It works with any web-enabled mobile phone device whose network allows secure SSL traffic.
- What functions can I perform from my mobile device?
- Provided that your Financial Institution has given you access, you can: View Transaction History, View Account Balances, Transfer Funds between accounts, Pay Bills to existing Payees, View Alerts.
- How do I know if my transfer or bill payment was entered successfully?
- Each time you make a transfer or bill payment, a confirmation SMS Text Message will be sent to your mobile device. If you do not receive a confirmation text message, double check to make sure the transaction went through.
- What if I no longer want to be a mobile user?
- Log in to your Financial Institution’s online banking site > Select Options > Mobile Settings > Deselect Activate Mobile Banking Access > Click Agree.
- What happens if I lose my mobile device?
- Since your account data is not stored on your mobile device, your information cannot be stolen. When you replace your device, simply edit your Mobile Settings and make any changes to the Wireless Provider and/or Phone Number.
- Why can’t I add a new payee?
- Functionality is limited to sending payments to already established payees. To add a new payee, log in to the online banking site, select Bill Payment, and add a new payee. You can then submit payments to that payee via your mobile device.
- What happens if I lose communication/signal during a transaction?
- When you complete a transaction from your mobile device (bill payment, funds transfer, etc.) you will receive an SMS Text Message as confirmation that the transaction was successful. If you do not receive this message due to a dropped call or lost signal, check your accounts and re-submit any transactions that did not process.
- What do I need to do if I get a new phone?
- If you simply get a new phone, but are using the same phone number and provider, no changes on your part are necessary. If you switch providers and/or phone numbers, log in to your NetTeller account via the Internet and update your information on the Options > Mobile Settings page. You will not receive SMS Text Messages regarding Mobile Banking transactions if your phone number is not correct.
- How can I search for a transaction?
- You will only be able to view 15 days worth of transaction history on your mobile device. There is not a search feature.
- Can I use any mobile device to access my accounts?
- Yes. You can access your accounts via any mobile device that is web-enabled and allows secure SSL traffic. The only difference is that SMS Text messages will be sent to the device entered when enrolling for mobile banking, not any device from which you perform a transaction.
- Can I add a new Bill Payment Payee via mobile banking?
- No. You can only add payments to payees already established through your traditional Internet-based NetTeller ID.
- How do I delete a Bill Payment that I set up through my mobile device?
- You must log in to the Internet-based NetTeller ID and delete the payment from the main menu of the Bill Pay module.
- When I try to enter an amount for a bill payment or transfer, I can’t enter any numbers, only letters. Why?
- Check your phone’s settings to make sure you don’t have Alpha-only enabled on the keypad.
- What if I can’t get my mobile device to work with Internet Banking?
- There are a number of reasons that you may experience trouble accessing the mobile version of Internet banking on your phone. To use the mobile version, your phone will need to meet the following minimum requirements: 1. You must first enroll through traditional Internet banking before you can gain access. 2. Your mobile device must be web enabled. 3. Your mobile network must allow secure SSL traffic. (You may need to contact your mobile provider to determine this.)
