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STATE BANK FINANCIAL - FAQState Bank Financial Online Banking FAQ
Bill Pay Service FAQ
Security FAQ
Miscellaneous Information FAQ
Q. What is State Bank Financial Online Banking? A. State Bank Financial Online Banking lets you use a personal computer and an internet connection to perform many banking activities via the internet. You can get up-to-the-minute information about your accounts and view all account transactions including ATM and point of sale transactions. You can transfer funds between eligible accounts including making payments on loans or credit lines. You can download transaction information into money management software programs such as Microsoft Money. Another feature of Online Banking is the ability to pay bills online with Bill Pay. Q. Is State Bank Financial Online Banking available for my business accounts? A. Yes, State Bank Financial Online Banking is available for both our consumer and commercial customers. If you have both your personal and business accounts with us, you will need to submit separate applications for access to State Bank Financial Online Banking. You will need to have separate State Bank Financial Online Banking IDs and Password to access your accounts and you will not be able to view your personal and business accounts at the same time. The only exception is if you are a Sole Proprietorship, and have both your business and personal accounts with us, you will only need one State Bank Financial Online Banking ID and PASSWORD to access all of your accounts and you will have the ability to transfer funds between your business and personal accounts. Q. How much does State Bank Financial Online Banking and/or Bill Pay cost? A. Online Banking is FREE to our consumer customers when you use it to access account information balance your checkbook and conduct transactions such as account transfers, etc. For our consumer customers, the Bill Pay service is available at no additional cost. For our commercial customers, the Bill Pay service is not available. Please see the Bill Pay FAQ, or call a State Bank Financial representative, for detailed answers to your Bill Pay questions. Q. What do I need to get started using State Bank Financial Online Banking?
A. You need the following to access State Bank Financial Online Banking:
Q. How do I sign up for State Bank Financial Online Banking? A. If you currently have an account with us, you have two ways to sign up. For security reasons, we will identify you prior to providing access.
Q. How long, after signing up, do I have to wait to use State Bank Financial Online Banking? A. If you sign-up online, within approximately three business days of receipt of your application we will mail you your State Bank Financial Online Banking ID and Password instructions. Upon receipt of your State Bank Financial Online Banking ID and PASSWORD, you can log in and begin using the service. If you apply in person, within approximately three business days of receipt of your application we will mail you your State Bank Financial Online Banking ID and Password instructions. Upon receipt of your State Bank Financial Online Banking ID and PASSWORD, you can log in and begin using the service. Q. How do I log onto State Bank Financial Online Banking for the first time?
A. Upon receipt of your State Bank Financial Online Banking ID and PASSWORD:
Q. Can I change my State Bank Financial Online Banking ID to something shorter and/or simpler? A. You can create an alias for your State Bank Financial Online Banking ID to make it easier to remember. Anytime you have logged onto State Bank Financial Online Banking, select "Options" from the menu. Then choose the "Personal" tab from the sub-menu. Type your new User Id of your choice in the New column associated with Personal Id. The next time you log into State Bank Financial Online Banking, you will be able to use the ID that you created. Q. How do I change my State Bank Financial Online Banking PASSWORD? A. You are able to change your State Bank Financial Online Banking PASSWORD any time you log on to State Bank Financial Online Banking. Select "Options" from the menu, then Personal from the sub-menu. Enter your current password in the current box and enter your new password in both of the New password boxes. Your State Bank Financial Online Banking PASSWORD must be a minimum of 6 characters with a maximum of 8 characters in length. The system is case sensitive. Your PASSWORD must be comprised of both letters and numbers. For a more secure PASSWORD, we suggest you use a combination of upper and lower case letters and numbers. Do not make it something that can be easily guessed or figured out (i.e. your nickname, middle name, etc.). A State Bank Financial representative will never ask you for your PASSWORD. For more about security and passwords, please see our Security FAQ or our Security page. Q. What if I have problems with or forget my State Bank Financial Online Banking ID and/or PASSWORD? A. If you lose or forget your State Bank Financial Online Banking ID or PASSWORD, you may contact a State Bank Financial representative at (608) 784-4600 during regular business hours or send an email to customerservice@statebankfinancial.com (Email Security). After confirming your identity, we will be happy to assist you. A State Bank Financial representative will never ask you for your PASSWORD. Q. Why does it say that my account is locked? And what do I do now? A. Your account becomes locked after three unsuccessful login attempts. To get "unlocked", contact a State Bank Financial representative during normal business hours at (608) 784-4600 and they will be happy to unlock and reset your account for you. A State Bank Financial representative will never ask you for your PASSWORD. Q. When I log into State Bank Financial Online Banking, it says "Hello", but not to me. Why? A. State Bank Financial Online Banking always greets the individual or business that has been established as the primary account holder. Q. What accounts can I access using State Bank Financial Online Banking? A. You can access any checking account, money market, savings account, certificate of deposit, or loan you have with us. Certificate of deposit access will provide information only. You cannot request transfers to or from certificate of deposit accounts. With the exception of Home Equity Loans and Lines of Credit, you can make transfers to loan accounts, but you cannot make transfers from your loan accounts to other accounts that you may have. You may make transfers from your home equity loan into your checking accounts. Q. Can I change or customize the account names that are displayed? A. Yes. You are able to change the names that are displayed for your accounts any time you log on to State Bank Financial Online Banking. Select "Options" from the menu. From the "Account" option, you will be presented with a list of all your accounts and boxes to enter in the new account names that you choose. When finished typing in any new account names, simply click the "Submit" button. A confirmation page will appear confirming each account name change that you have made. If you are finished making changes, select the "Accounts" link at the top of the page to return to the main account listing page. Any changes you made will immediately be reflected in your account names. Q. Only the last four digits of my account number are displayed. Why? A. For your security, we have chosen to only provide the last four numbers of your account as part of your account name. You may modify the account names shown for your accounts any time you are logged into State Bank Financial Online Banking. Select "Options" from the menu. From the Account, you will be presented with a list of all your accounts and boxes to enter in the new account names that you choose. When finished typing in any new account names, simply click the "Submit" button. A confirmation page will appear confirming each account name change that you have made. If you are finished making changes, select the "Account" link at the top of the page to return to the main account listing page. Any changes you made will immediately be reflected in your account names. Q. Is the information about my accounts timely and accurate? A. Yes. All information and transactions conducted during normal business hours are handled on a real time, online basis. During normal end-of-day processing, which occurs at 5:30 p.m. CST, the date is forwarded to the next business day and transactions done after that time will carry to the next business date. Q. How do account transfers work? A. From your account list, simply select "Transfer" from the drop down box next to the account from which you want to transfer money, indicate the account to which you want to transfer money, enter the amount to transfer, enter the frequency and date(s) the transfer is to be made, and click the "Submit" button. Transfers between accounts requested before 5:30 p.m. CST on a regular business day may be processed that same day. Transfers between accounts requested after 5:30 p.m. CST (or on a weekend or Bank holiday) may be processed the next business day. Note: Transfers from loan accounts, other than home equity loans, and lines of credit are not permitted. Q. Can I transfer to and from any account? A. Account transfers are allowed to and from personal checking, savings, and money market accounts for which you are an authorized signer on the account. You cannot transfer funds from an installment loan or line of credit (with the exception of home equity loans, lines of credit), or from or into a certificate of deposit or IRA. Funds transfers into loans or lines of credit will be credited as payments or principal payments only. Federal regulations limit the number of transactions you can perform on a savings account and money market account. For specific details, please consult your individual product disclosure you received upon opening your account, or call a State Bank Financial representative at (608) 784-4600. Q. Why can't I transfer funds online between my corporation and personal accounts? A. Regulators place a strict burden on banks to limit potential liability with respect to funds being improperly moved from corporation accounts to personal accounts. A check being written from the corporation by an authorized signer, to a specific payee, provides a paper trail that can be used if, at any future date, there is any question as to why corporate funds were moved to a personal account. This applies to Corporations, Limited Liability Companies (LLC), and partnerships. However, those customers with a Sole Proprietorship will continue to have the ability to transfer funds between their business and personal accounts. Q. Can I retrieve images of checks? A. Yes, you can view images of checks. Check images can be viewed on all transactions that have cleared your account. From the account list on the main page, select "View current transactions" from the drop down menu next to the account you wish to view. From the list of transactions for this account, click directly on the check number that you wish to view in the Check No. column. This will display the front of the check. To view the back of the check simply click the "Flip" button. Click the "Rotate" button to rotate the image. Click "Cancel" to return to the transaction listing. Q. How much history is maintained on my accounts? A. You can search on transactions that occurred after April 11, 2003. Q. What happens if I open an account after I start using State Bank Financial Online Banking? A. You will have access to your account the next time you log on to your Online Banking account. However, if you do not see the new account under your account list, please contact a State Bank Financial representative (608-784-4600) to have your new account added. Q. Can I use my financial software program with State Bank Financial Online Banking? A. Yes, you can download posted transactions to your financial software program. Uploading transactions from your financial software program to State Bank Financial Online Banking is not possible at this time. Microsoft Money is supported for downloading transactions from State Bank Financial Online Banking. You may also choose to download into a text file or a spreadsheet. To search for help with Quicken or Quickbooks, visit the Intuit web site at www.intuit.com/support/ To search for help with Microsoft Money, visit www.microsoft.com/money Q. How do I import transactions to my financial software program? A. Follow these steps to import your transactions into your financial software program:
A. Please make sure you followed the steps outlined in the previous question, paying particular attention to the type of software program to which you choose to download. Please note that State Bank Financial does not support downloading of transactions into either Quickbooks. If you currently use one of these programs, we recommend that you switch to Microsoft Money in order to be able to download your transactions. If this does not remedy the problem, contact a State Bank Financial Bank representative at (608) 784-4600.
Bill Pay Service FAQQ. How do I sign up for the State Bank Financial Online Banking Bill Pay service? A. Bill Pay is an option you can sign up for when enrolling in State Bank Financial Online Banking and anytime after, by using the same application located on our home page at www.statebankfinancial.com. For our consumer customers, there is no monthly fee for the use of the Bill Pay service. Please call a State Bank Financial representative at (608) 784-4600; during normal business hours for answers to your questions about the Bill Pay service. Q. How do I start using Bill Pay? A. The first time you use the Bill Pay service; there are some one-time set-up steps to perform.
Once you have set-up your bill pay accounts and entered your Payees, you will only need to complete the directions in Item 3) above for future bill payments. You will need to enter any new Payees that you have not previously set up. NOTE: The first time you utilize the Bill Pay Service, to ensure your Payee(s) receives the payment on time; schedule all your payments at least eight (8) business days before your bill's due date. You can always adjust the lead-time as you observe how quickly a Payee posts your payment, but we recommend always using at least a five (5) day lead time in case of unforeseen delays. Q. What is the difference between a bill payment and a transfer? A. A transfer refers to the ability to move funds between individual accounts that are held by you at State Bank Financial, such as checking and savings. A bill payment is a payment to a third party. A bill payment is synonymous with writing a check. Q. How will I know what payments have been made? A. When you log into State Bank Financial Online Banking, you will always be able to view all of your transactions that have posted to your accounts. Any payments that have been made using Bill Pay will also appear on your regular monthly or quarterly bank statement. Q. Which of my Bank accounts can I use to pay my bills? A. The Bill Pay Service is offered through your checking account with the Bank, or if you have more than one checking account, you may select which checking account(s) from which to make the payment. A. You can make payments to virtually any business or individual located within the United States. Q. Is there anyone I shouldn't pay through Bill Pay? A. The Bill Pay service may not be used to make payments to settle securities purchases, federal and state tax payments, or court-ordered payments. Q. Do I need to contact my payees to tell them I'm using State Bank Financial Online Banking Bill Pay? A. No. Your use of State Bank Financial Online Banking Bill Pay will be seamless to your payees. It will not change how your payments are credited or how money moves through your accounts. A. Payments that are entered or scheduled prior to 1:45 a.m. Central Standard Time (CST) on a business day will be processed at our 2:00 a.m. CST processing time. Payments that are entered or scheduled between 2:00 a.m. and 11:45 p.m. CST on a business day will be processed at our 12:00 p.m. CST processing time. Payments entered or scheduled after 12:00 p.m. CST will be processed the next business day at our 2:00 a.m. CST processing time. Payments are sent to your Payees in one of two ways:
Q. When is my account debited for my scheduled bills? A. For all scheduled payments, whether they are to be made electronically or by check, there are two processing times daily - one in the morning at 2:00 a.m. CST, and one in the afternoon at 12:00 p.m. CST. For any electronic payments entered or scheduled by 1:45 a.m. CST on any business day, your account is debited at the 2:00 a.m. CST processing time. For any electronic payments entered or scheduled between 2:00 a.m. CST and 11:45 p.m. CST on any business day, your account will be debited at the 12:00 p.m. CST processing time. For payments that are to be made by check, the check is prepared and mailed on the scheduled date, however, your account is not debited until the check is deposited by your Payee and it clears the Bank, just as if you had written the check yourself. 11:45 p.m. CST is the "end-of-day" cut off time for State Bank Financial Online Banking Bill Pay transactions. Bill payments entered after 11:45 p.m. CST may be processed the following business day during the 2:00 a.m. CST processing time. Payments scheduled on a bank holiday or weekend may be processed the next business day. Q. Can I schedule recurring payments? A. Yes. Refer to the "How do I start using Bill Pay" section above. Bill Pay will continue to automatically schedule and send the payment at the specified interval until the number of payments remaining are zero or you cancel the recurring payment option. Note: Payments scheduled on a bank holiday or on a weekend may be processed the next business day. Q. How do I cancel a bill payment or recurring payment? A. Select "Main" from the Bill Pay menu. Click on the delete option beside the payment that you want to delete and then click "Submit". If you are deleting a payment due today, you must delete it prior to the earliest processing time for the day - no later than 1:45 a.m. CST if you entered or scheduled it prior to that time, and no later than 11:45 a.m. CST if you entered or scheduled it between 2:01 a.m. and 11:45 a.m. CST. Q. Can I change or delete a payee? A. Yes. Select the "Payees" from the Bill Pay menu. From the list of Payees, select either edit or delete beside the name of the Payee you wish to edit or delete. Q. Can I change a scheduled payment? A. Yes. To a change a payment, select "Main" from the Bill Pay menu. From the Payment Schedule, select the payment(s) to edit by clicking in the "Quick Edit" box next to the payment. Once you have selected all of the payments for editing, click the "Quick Edit" button. From there you will be able to modify the amount and memo of each payment selected. You can also delete a scheduled payment (see "How do I cancel a bill payment or recurring payment" above). Q. Can I place a stop payment on a bill payment that has already been processed? A. Stop payments can be placed on Bill Pay checks after they have been printed and mailed. We cannot place a stop payment on an electronic bill payment that has already been processed. There may be a fee for any stop payment request. Q. What is the cut-off time to change or delete pending payments? A. You may cancel or change any scheduled payment through State Bank Financial Online Banking by no later than earliest processing time on the scheduled Payment Date after you have scheduled the payment. There are two processing times each business day: 2:00 a.m. CST and 12:00 p.m. CST. Q. What should I do if a payee has not posted my payment or I've received a late notice? A. First, you should always allow enough time for the payee to receive and post your payment. Remember to allow at least 72 hours for electronic payments and up to 8 days for check/draft payments. If you receive a late notice, and more than enough time was given for the payment, call the payee directly to ensure your payment and late notice did not cross in the mail. You may also check your account transactions by using State Bank Financial Online Banking to see if your payment or check has cleared. If you believe an error has occurred, you can email us at customerservice@statebankfinancial.com (Email Security) with the payee's name, payment date, amount, account number, and telephone number or call a State Bank Financial representative (608) 784-4600 and we can research the payment. Q. What happens if I don't have enough money in my account to cover a Bill Payment? Will I be notified? A. Electronic payments are verified against available funds in your account before they are debited. If there are insufficient funds, the payment will not be processed. You will need to resubmit the payment when there are sufficient funds in your account. Checks issued through Bill Pay are not verified against available funds in your account before they are processed. If your account has sufficient overdraft protection to cover the payment, we'll draw against that, otherwise the payment may be canceled and not processed. If a payment is canceled due to insufficient funds, the Bank will send a "Non-Sufficient Funds Notice" to your mailing address on file.
Security FAQQ. How safe is my account information? A. We use commercially reasonable security technology to keep your account information safe. With encryption, firewalls, and trusted operating systems incorporated into our overall banking architecture, authentic transactions may take place over the internet with relative safety. No system is completely safe from third parties, however. As such, we do not guarantee the security of all communications. Your State Bank Financial Online Banking ID and PASSWORD are confidential and you should exercise care when using them. Don't make your PASSWORD something that can be easily guessed or figured out. Never lend your State Bank Financial Online Banking ID or PASSWORD to anyone and never write them on your PC or any computer materials. Never accept advice from strangers while you are using it. Beware of fraudulent requests for your PASSWORD by someone posing as a Bank employee. A Bank employee would never ask for this information! Never use a "Save Password" feature if offered by your browser. (This is a feature available in Microsoft Explorer 5.0.) This would allow anyone who opens your browser access to your account information without needing your State Bank Financial Online Banking PASSWORD. Use a browser with 128-bit encryption. (Encryption is a method of scrambling information transmitted between you and the Bank.) Please refer to our Security page for more information about the security of State Bank Financial Online Banking. Q. Where can I find more detailed information about security? A. Please refer to our online Security page for more detailed information about the security of State Bank Financial Online Banking. Q. Can the Bank answer questions about my internet service connection or my computer? A. Your best source of information regarding any issues you have with your internet connection is your Internet Service Provider. Their customer service personnel are trained to answer all your internet connection questions. The same holds true for any questions about your computer. Contact the hardware manufacturer or software company for best results. Q. How do I know if my Internet browser has the right level of security and encryption for State Bank Financial Online Banking? A. You can test your browser through the log on page under Test Browser. If an update is required you will be given further instructions. To learn more about browser requirements for access to State Bank Financial Online Banking, please click here. Q. Can anyone else see my account information? A. No, your online account information is available only to those with an authorized State Bank Financial Online Banking ID and PASSWORD. The information is not public. For more information, please refer to our Privacy Statement. A State Bank Financial representative will never ask you for your State Bank Financial Online Banking ID or PASSWORD. Q. Who is liable, the Bank or me, if a "hacker" breaks into the system and takes all or some of my money? A. Your liability may be limited by a federal regulation (known as "Regulation E") against "unauthorized transactions" to your accounts. Please refer to the State Bank Financial Online Banking Agreement and Disclosure Statement given to you when you signed up for State Bank Financial Online Banking for more details. You may obtain another copy of this disclosure from any of our banking offices, by accessing our website, or by calling a State Bank Financial representative at (608) 784-4600.
Miscellaneous Information FAQQ. Why does State Bank Financial Online Banking takes so long to load over the internet? A. A secure site such as State Bank Financial Online Banking will be slower due to the encryption process. Additionally, the capabilities of your computer, memory space available, modem, software, and Internet Service Provider all affect the speed at which the information travels. Please be patient, the slower speed is for both your and our security and protection. Q. I can't get past the page that says, "This site requires 128-bit encryption." How do I upgrade my browser? A. State Bank Financial Online Banking requires a browser capable of 128-bit encryption. From the main log in page, click on the "Test Browser" icon and follow the directions to test your system. To learn more about browser requirements for accessing State Bank Financial Online Banking, please click here. Q. Why do you ask for my email address? A. This is a useful means for us to provide you with important information about State Bank Financial Online Banking, and forthcoming enhancements or changes to our products and services. We will never send personal or confidential account information via email. We will never give your email address to anyone else. For more information, please refer to our Privacy Statement. Q. I am receiving error messages when attempting to access State Bank Financial Online Banking, why is this? A. It could be that we are performing routine maintenance or are experiencing unexpected downtime during the time you are attempting to log-in. Whenever possible, routine maintenance will only be performed during periods of minimal usage (i.e. Sunday mornings between the hours of midnight and 5:00 a.m. EST). We will always try to notify you at least 48 hours in advance of any scheduled downtime. If we are experiencing unexpected downtime, you will not be able to access State Bank Financial Online Banking until the problem is resolved. Once the system is back up and running, you should be able to log in normally. If you continue to experience problems, please contact a State Bank Financial representative during normal business hours at (608) 784-4600. It is also important to note that State Bank Financial Online Banking requires an Internet browser with the highest level of security and 128-bit encryption. If an update is required you will receive further information. If no update is required for your browser and problems persist, you should contact a State Bank Financial representative at (608) 784-4600 during banking hours. Q. What internet browsers can I use with State Bank Financial Online Banking? A. You may use Microsoft Internet Explorer® (Versions 4.0 or higher) Netscape Navigator® (Versions 4.51 or higher). These browsers support secure transactions over the internet using Secure Socket Layer (SSL) protocol. If you get an error that has "CGI" in the title when you try to access State Bank Financial Online Banking, your browser may have its "Java" turned off. You can turn the Java on in the Options or Preferences menu of your browser. Q. Can I use AOL with State Bank Financial Online Banking? A. Yes. As long as the Internet browser you are using with AOL has 128-bit encryption, you will be able to access State Bank Financial Online Banking with AOL. Q. Can I access State Bank Financial Online Banking from outside the United States? A. Yes. Just use a secure browser such as Netscape Navigator® or Microsoft Explorer®. Q. How do I contact the Bank if I have a additional questions or comments about State Bank Financial Online Banking? A. If you have any questions, comments, or concern you can email us at customerservice@statebankfinancial.com (Email Security) or call a State Bank Financial representative at (608) 784-4600 from 9:00 a.m. to 5:00 p.m., Monday through Friday. Please note that email is not a secure environment like State Bank Financial Online Banking. Please do not include any sensitive information in your email, such as account numbers, PASSWORDs, or social security numbers. Your name, a phone number where you may be reached, and a general description of your question will be sufficient to respond to your question.
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