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Online Banking FAQs

Below you will find answers to some frequently asked questions about Online Banking. If you need additional information, please review the FAQs for BillPay or Microsoft® Money and Quicken®. If you are still unable to find the answer to your question give us a call.
General Information
Security
Browser and System Requirements
Online Banking Features
Help
General Information
What is Online Banking?
Online Banking is a simple and convenient way to manage your money, whenever you want, from any personal computer with an Internet connection and a secure browser with 128-bit encryption. You can check account balances, pay bills, receive information about transactions on your accounts, make transfers between your accounts, stop payment on a personal check, and reorder checks. You can even download your account summary and history.
Is there a fee for Online Banking?
Online Banking is absolutely free.
How do I enroll?
You may enroll in Online Banking directly online via our Website. Simply complete and submit the enrollment form directly to us. Or, you may stop by any local branch to do so. Should you have any questions, call us at 877-SOV-BANK (768-2265), main menu option 4.
Will I have access to all my Sovereign accounts through Online Banking?
With Online Banking, you have access to your deposit accounts, including checking, savings, and money markets, as well as a summary view of your personal loans, lines of credit, and CDs.

There are 2 levels of access available through Online Banking—depending upon the account type and your account relationship:
  • Inquiry Access—the ability to view summary and history information, as well as the ability to download to personal financial management software
  • Financial Access—you have all the access of Inquiry, plus the ability to schedule transfers and pay bills through our optional BillPay service

Although not part of our Online Banking product, you can also access your Sovereign Bank credit card information online. You may do so by visiting www.sovereignbank.com and selecting Consumer Credit Cards under “Access Your Accounts.”
Can I pay my bills through Online Banking?
Yes, you can pay your bills through the Online Banking BillPay product. If you currently use Online Banking and want to take advantage of our bill payment product (BillPay), you may complete and send the enrollment form available on our Website. Should you have any questions, call us at 877-SOV-BANK (768-2265), main menu option 4.
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Security
How secure is Online Banking?
Sovereign Bank utilizes several layers of technology to ensure the security of your transactions on the Internet. All account information entered and displayed online is maintained on a secured database encrypted using Secure Socket Layer (SSL) technology. We also protect information stored in our database by hardened connections called Firewalls. Only those devices authorized to communicate with the database can make a connection to the database.

Online Banking also requires users to enter a User Identification Number and a Password. It is strongly recommended that you do not share your User ID and Password with anyone—doing so will allow others to access your personal account information.
How can I guarantee the security of my banking information?
You are the first line of defense for your online account security. Treat your Online Banking User ID and Password just as you would an ATM or Debit card PIN. Never write it down. Instead, you should memorize it. When you have completed your Online Banking session, exit the system by selecting “Log Off” in the bottom left corner of the page. We also recommend that you clear your Internet browser's cache and history after visiting the online banking site, particularly if you are using a public computer.
How do I know I am visiting a secured site?
The most obvious indication that a site you are visiting is in fact secured is found in the URL header. You will see that the “http://” changes to “https://” (the letter “s” indicates a secured site). A small gold padlock may also appear in your browser, indicating that the address is secured.
What procedures are in place to prevent hackers from accessing my account information online?
Secure Socket Layer (SSL) secures communications. The browser sends a session key to the Bank that is encrypted using the Bank's public key. This session key will be used to encrypt the communication between the server and browser using a symmetric-key encryption algorithm. Furthermore, firewalls are in place between the Internet and our production network.
What happens if I do not log off of Online Banking?
By default, Online Banking has a 10-minute time out feature. If the session is idle for 10 minutes (no clicks), the user is automatically disconnected.
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Browser and System Requirements
What Internet browsers are compatible with Online Banking?
  PC Operating Systems - Windows 7
Internet Explorer 8 and higher
Firefox 9.0 and higher
Chrome 15.0 or higher
  PC Operating Systems - Windows XP
Internet Explorer 8.x and higher
Firefox 9.0 and higher
Chrome 15.0 or higher
  PC Operating Systems - Windows Vista
Internet Explorer 8.x and higher
Firefox 9.0 and higher
Chrome 15.0 or higher
  MAC Operating Systems - OS X 10.7
Safari 5.1 and higher
Firefox 9.0 and higher
Chrome 15.0 or higher
  MAC Operating Systems - OS X 10.6
Safari 5.1 and higher
Firefox 9.0 and higher
Chrome 15.0 or higher
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Online Banking Features
What is the difference between “Ledger Balance” and “Available Balance”?
Your “Ledger Balance” is your beginning of the day balance.

Your “Available Balance” is your beginning of the day balance plus or minus any of “Today's Credits” or “Today's Debits.”

For example, your Ledger Balance is $100. Today's credits total $25 (you deposited $25 cash at your local branch), and Today's Debits total $10 (you withdrew $10 at an ATM). Your Available Balance would be $115.

Note: other transactions may be credited/debited to your account throughout the day.

Ledger Balance
+ Credits
- Check Holds
- Permanent Holds
- Temporary Holds
= Available Balance
How much Account History is available online?
You will be able to access information about your account within Online Banking for your current statement cycle, as well as information from the two prior statement cycles.
How can I view my Account History online?
Select the account number that you wish to view. At the bottom of the Account Details page, select “View History.” You will be presented with a drop-menu of options to customize the history information displayed. Select “Submit,” enter the appropriate search criteria, and select “Get History.”
Can I transfer funds between all of my Sovereign accounts?
Transfers can be made between personal accounts, provided you are the owner or co-owner on the accounts involved. Transfers are permitted “to” and “from” the following accounts:
  • Checking
  • Statement Savings*
  • Money Market Savings*
  • Line of Credit
Note: Transfers are permitted “to” an installment loan, but not “from” an installment loan.

Transfers are not permitted “to” or “from” the following accounts:
  • Passbook Savings
  • Certificate of Deposit
  • Individual Retirement Accounts
Is there a minimum/maximum amount that may be transferred online?
A single, online transfer may be made in U.S. dollar amounts between $.01 and $100,000.00. There is no limit as to the total dollar amount transferred per day.
When will my online transfer be processed?
Transfers initiated on and schedule for the current business day prior to 8 p.m. ET will be transacted and posted to the accounts as of that business day.

If the transfer is initiated on a business day after 8 p.m. ET or on a non-business day, the transfer will be posted to the accounts as of the next business day.
Can I schedule a transfer to take place on a future date?
Yes. You may schedule a one-time transfer to occur on a date up to 30 days into the future.
Can I schedule recurring transfers?
Yes. You may schedule a recurring transfer to occur automatically on a specific date, for a specific amount, on a monthly basis.
Can I transfer funds between my Sovereign accounts and accounts at another bank?
No. Transfers may only be made between accounts within your online profile at Sovereign Bank.
How do I cancel a pending transfer?
You may cancel a scheduled online transfer that has not been processed from the Pending Transfers screen. Select the appropriate pending transfer from the list and select Cancel at the bottom of the page. You will be asked to confirm the selection to ensure accuracy.
Can I place a Stop Payment online?
Yes. You may place a Stop Payment on a personal check that you have written. It is best to first view your Account History to determine that the check has not yet cleared your account. Please refer to your Personal Deposit Account fee schedule for applicable fees.
Do I have access to my Loan history information online?
No. At this time, you will have limited access to a snapshot view of your loan accounts online. The information available includes the Principal Balance, Current Amount Due, Next Payment Date, Total Interest Paid to Date, Interest Paid Last Year, and the Interest Rate.
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Help
I forgot my Online Banking Password—What do I do?
Simply contact us at 877-SOV-BANK (768-2265), main menu option 4, and we will reset it for you.
I opened a new account. When will I see it online?
Your new account will automatically appear online within 2-4 business days of opening.
Why did my session “time out”?
As a security measure, your Online Banking session will automatically “time out” if you have not performed an action, such as clicking a link, for 10 minutes. This security feature is intended to prevent another individual from viewing your account information while your computer is unattended. If you have timed out of your online session, you will be prompted to re-enter your User ID and Password.
I received the message “Invalid Account Number” when logging on. What does this mean?
This error message generally appears when you have entered an invalid User ID or Password.

You may also receive this message if your region preference is incorrect. To ensure that you have selected the correct region, click on the Site Preference link. If the state displayed is not the state where your accounts were opened, select the appropriate state and then Submit. Once complete, return to the login page to logon again.
I received the message “Internet Banking Closed.” What does this mean?
Generally, this message indicates that you have been locked out of Online Banking due to invalid logon attempts. To reset your access, simply contact us at 877-SOV-BANK (768-2265), main menu option 4.

This message may also appear if you attempt to logon between 1 a.m. and 3 a.m. ET while account and service maintenance occurs.
What is an error code TB969?
This error message generally indicates that you have been locked-out of Online Banking due to invalid logon attempts. To reset your access, simply contact us at 877-SOV-BANK (768-2265), main menu option 4.
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* Transfers are limited to six (6) times per statement period. Please refer to the Personal Deposit Account Agreement for details.
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