Border State Bank | Resource Center

Logging in / Enrollment

How do I sign-up for Internet Banking?

Log on to our website: www.borderstatebank.com and click on "Enroll Now". Complete the enrollment form and submit. The Bank will then contact you via email in 24-48 hours with your User ID and First-Time Log-in instructions.

How do I log-in for the first time?

Enter your new User ID that we sent to you.
Check First Time User and click Login.
A text box will pop up and ask you how you want to receive your secure code. Choose either by email or phone. Your code will be sent to that device moments later. You will have 30 minutes to enter it back into the online banking page. This process helps us verify your identity and secure your online information.
The system will ask you to accept an online disclaimer. You must accept to continue.
The system will ask you to verify your profile information. This includes your name, address, phone numbers, etc.
As a final step, you will be asked to create a password. The system will prompt you to enter a password in the new password field. Enter it again to verify. (NOTE: You will not have an old password to enter.)

When I sign in, I don’t have a phone number or email address that I can use to get a Secure Access Code delivered. What do I do?

A Delivery Method is necessary for the bank to send you your Secure Access Code. Please contact your branch to have your secure phone and email information updated.
Multiple Phone Numbers and Email addresses can be set-up in your profile.
If you want to add additional phone numbers or emails when you are onling, you can do so under Preferences – Security.

My Access Code did not arrive right away?

If you requested your Access Code to be delivered via email, there could be a couple of reasons why it has not arrived:
1. Your Spam Filter may have blocked it thinking it was a “spam” email. Check your junk mailbox. To avoid this in the future, you can “whitelist” our email address ~ contact your Internet provider for instructions on how to do this.
2. Another reason may be if your email address on our system is not current. Contact us to update your information.
3. Once you receive your Access Code, it is valid only for 30 minutes. If it’s not used within 30 minutes, your User ID will be locked for security purposes. Please contact us to unlock your User ID.

What if I forgot my Password?

If you have tried to log-in less than 3 times, you can click “Forgot Password”. A new access code will be emailed or phoned to you per your choice. Enter this new access code, and set-up a new password.
If you have attempted to log-in more than 3 times, please contact your Personal Banker to reset your password.

Transfers

What is the Cut-off for Transfers

Transfers submitted before 3:30pm will post on the same business day.
You can also future-date transfers!
Recurring Transfers can also be set-up for a set amount on a set schedule.

I scheduled a transfer, but I do not see that it has been processed.

You may have clicked “Draft” instead of “Approve”. Check your Online Activities screen to see if it is sitting in a drafted status.
"Draft" indicates you don’t want to process the transfer at this time, but want to save it to finish later.
If it is in a Draft status, you can approve it IF it is prior to the Cut-off time of 3:30 for that day. If it is past 3:30, please cancel the transfer and create a new one as needed. A drafted transaction cannot be edited, only approved or cancelled.

Can I check on previous, pending, or recurring transfers?

Yes – click on "Online Activity" in the Accounts Menu.
Double-click on the item to view more details.

Can I advance from a Line of Credit loan to my checking account?

Yes –, you will have the ability to do transfers online from Check Credits, LOC’s, & HELOC’s

Why do my Internet Banking transfers show as an “ACH Payment” on my statement?

The new system utilizes the ACH format & system to process and post this transfer information, and therefore the ACH description is used. And due to this format change, unfortunately, the to/from account number will no longer show in the description.

Technical Problems

My screens are taking a long time to load, why?

The internet banking system may experience slower loading times based on a number of factors, including time of day you are on the internet (and so are thousands of others), if you have a dial up system, or even your own pc’s speed. These things are out of your control.
One thing you may try is to change the set-up to "Standard User" from a "Power User". Doing so, you will lose some of the internet banking systems functionality within the history and overview screens, but you may experience some quicker load times for those screens. This change can be made under Preferences - User.

When I click on "Statements", nothing happens.

Your computer may be set to "block pop-ups", which affects this feature. If that is the case, look for your "pop-up message", and change the settings to allow pop-ups from this site.
Due to the size of this statement file, it may take a few minutes for this screen to load. Your PC & Internet speed also play a factor.
It’s important NOT to click on another task while the file is loading, as that will abort the loading process.

Functionality

How far back can we see Account History?

You will have history from 10/15/07 thru current.

I can only see a few days of history on my account? What’s wrong?

Check your Account Preferences. Each account can be set-up to view a set amount of items, or to go back for a certain amount of days. This can be customized in the Preferences-Accounts section.
You can also establish Nick-names for your accounts here, and determine the order they appear.
There is also a Search Function available on your Account History page. Click on the down-arrow above your Account history information, and you can search utilizing lots of options.

How do I see an image of my check?

In the Account History – click on the magnifying glass in front of the item. This may take a few seconds to load. It will open another browser, which may be minimized on your screen.

If I submit a Secure Message – who receives my message? Can I dictate who gets it? And how do I receive the answer?

All Secure Messages are sent to a Centralized mailbox accessible by designated staff, and it is checked daily. If needed, the message will be forwarded to the applicable staff member to answer.
Our answers to your Secure Message will be displayed on the Internet Banking site under your Secure Messages.
All data in secure messages is private, so it is safe to send sensitive information such as account numbers if needed.

How often will my account information be updated?

Although our online banking isn’t officially "real-time", we strive to provide the most up to date information by updating the file several times daily. (update times on the customer side: 10am, 1pm, & 4pm).
HOWEVER, it’s very important not to soley rely on Internet Banking history to monitor for daily overdrawn balances. Certain items may show as pending after the daily transfer cutoff. Therefore it’s important to be aware of outstanding items that have not yet posted.
Items posted on that day’s business will show as “Pending Items” until they officially post during our nightly update, at Midnight.

Can I make an Address Change request online?

We appreciate you updating your address information anytime you have a change. And now it’s easier because you can do it online! Click on Address Change under Services, type in the updates and click OK.

How do I do a Stop Payment online?

Click on Stop Payment, under Services. Pick the account and enter all the applicable information.
The $20 Stop Payment fee will be automatically deducted from this account.
Disclosures on the site will eliminate the need to also have a signed stop payment order on file.
If you need to delete a Stop Payment, please contact a PB or Teller.

Can I make a Principal-Only Payment on my loan on Internet Banking?

Unfortunately due to how our transfers interface, it’s only possible to do Regular Payments (which apply to both Interest & Principal) online.
If your wish is to initiate an online Principal payment, options are:
1. Send the Bank a Secure Message with your request ~ under Services – Messages. These messages are checked daily, and your request will be processed and a reply confirmation sent back to you.
2. You may email your request to the Bookkeeping Department at: bookkeepingstaff@borderstatebank.com, and they will promptly process your request.
3. Call your local branch with your request.
4. Drop off or mail us a payment with your request that this is a Principal only payment.

Misc. Questions

What is the difference between Current Balance and Available Balance on my Checking and Savings accounts?

The Current balance is your account balance as of the 2:00 cut-off on the prior day’s business.
The Available balance is your Current balance + any pending deposits and - any withdrawals/checks so far that day. Plus it also includes your Unused Line of Credit from your Check Credit or HELOC account.

I cannot view one (or more) of my Border State Bank accounts.

If one of your bank accounts is not showing up in online banking, please contact one of our Personal Bankers for assistance. They will be able to determine your authorization level by reviewing our internal documents and add that account to your online banking profile.
We review reports daily to catch new reports and add them to Internet banking customers, however we apologize if some of these are missed.

I have a Check Credit account that’s the same account number as my Checking account, and that is confusing.

One suggestion is to utilize the “Nickname” feature. Go to Preferences – Account. Under the Display Name column, you can type in a unique identifying name of the account (ex: Farm Account)
Other features in Account Preferences that are useful are:
1. You can decide the order you see the accounts.
2. You can determine how many items you see in history, or how far back in history you see.