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Frequently Asked Questions: Consumer Online Banking
Please review the list below for your question. If you have additional questions, please contact us at 847.407.2300.
Can I access both my business and personal accounts with only one Access ID?
How do I change my Access ID?
How often will I be required to change my Online Banking password?
I am no longer able to log in to Online Banking. Why?
I forgot my password. How can I retrieve it?
Why does Online Banking take so long to download?
What is the difference between an Express Transfer and a Scheduled Transfer?
How far back can I view transactions on my account?
What PC software is supported for transaction downloads?
Can I import commands from Quicken or Quickbooks?
I locked myself out of my Online Banking account. How do I reset my account?
Multifactor Authentication
What is Multifactor Authentication (MFA) and why do I need it?
Can I opt out of Multifactor Authentication (MFA)?
How do I enroll in Multifactor Authentication (MFA)?
Within MFA, what does the picture indicate? And why do I need to enter a Pass Phrase?
How does the American Chartered Bank online system confirm my identity?
How many attempts can I make to answer a Challenge Question before my account is disabled?
Can I ever change my Challenge Questions and/or Answers?
Can I access both my business and personal accounts with only one Access ID?
No. Our best practice is to use separate Access IDs for business and personal accounts. Also, clients should never share Access IDs with non-signers on the account.
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How do I change my Access ID?
You will be prompted the first time you log in to change your Access ID. If you have Bank-by-Phone prior to Online Banking enrollment, you will not be asked to change your Access ID. You can, however, request to change your Access ID by contacting the Online Banking department at 847.273.1665.
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How often will I be required to change my Online Banking password?
For security purposes, you will be prompted to change your password every 12 months if you have made no previous changes. In addition, you can elect to change your password at any time by following the instructions here.
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I am no longer able to log into Online Banking. Why?
For security purposes, if you have not logged into Online Banking for more than 3 months, our system automatically eliminates Online Banking access. You must re-enroll in Online Banking (you can do so here).
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I forgot my password. How can I retrieve it?
You may follow the instructions found here to retrieve your password electronically. Your password will be sent to the email address on file.
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Why does Online Banking take so long to download?
Is your Internet connection Dial-up, Cable, or DSL? Dial-up customers tend to take much longer to download pages than Cable or DSL customers due to the Internet connection speeds. This is a personal client preference and unfortunately, American Chartered cannot make any adjustments to the site to increase download speed if you use a Dial-up connection.
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What is the difference between an Express Transfer and a Scheduled Transfer?
An Express transfer is a one time transfer and it will instantaneously post to your account. An Express Transfer cannot be deleted once a confirmation number is provided. A Scheduled Transfer is a recurring or one time transfer and will post at the end of the business day. A Scheduled Transfer can be deleted.
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How far back can I view transactions on my account?
You can view statements back until August 2005. However, due to memory constraints you may only export transactions for the current and previous statement cycles.
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What PC software is supported for transaction downloads?
Online Banking is compatible with Quicken, Money and Quickbooks.
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Can I import commands from Quicken or Quickbooks?
Quicken and Quickbooks have features to perform a transaction like "transfer from checking to savings" or "pay a bill;" American Chartered does not have the functionality to allow this software to send a command back to the Bank for processing.
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I locked myself out of my Online Banking account. How do I reset my account?
Reset your account by entering your Access ID on the log in page and click "Login." You should then click on the "Did you forget your password?" link. You will receive an email with the correct password to your email address of record.
NOTE: You must enter your correct Access ID to receive the reminder email and reset your account. In addition, you will be required to change your password after logging in.
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What is Multifactor Authentication (MFA) and why do I need it?
Multifactor Authentication is an enhanced security feature that helps protect you while you access your account through Online Banking. Online fraud perpetrators sometimes attempt to steal your identity or gain illegal access to your accounts by tricking you into logging into a website that looks similar to the American Chartered site, but is in fact fraudulent. As a reminder, American Chartered Bank will never ask you for sensitive personal information such as your social security number through our website or an email. Learn more
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Can I opt out of Multifactor Authentication (MFA)?
No. Federal Regulators require all banks to implement MFA and require all clients using Online Banking to comply.
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How do I enroll in Multifactor Authentication (MFA)?
To enroll in MFA, the first time you log in to Online Banking, you will be directed to:
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Choose a picture to associate with the website
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Create and enter a Pass Phrase
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Verify your email address
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Provide answers to three Challenge Questions
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Within MFA, what does the picture indicate? And why do I need to enter a Pass Phrase?
The MFA picture and Pass Phrase are designed to help you identify that you are on the American Chartered Bank website and not a fraudulent look-alike site. After you enter your log-in information, if you are on the true American Chartered website, the picture and phrase you chose will be presented on the screen. Once you confirm that the picture and Pass Phrase are correct, it is safe to enter your password. If you do not recognize the picture and Pass Phrase, do NOT enter your Password. This may be an indication of a fraudulent website.
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How does the American Chartered Bank online system confirm my identity?
We confirm your identity using two authentication "factors." These factors include: 1) Something You Know (your Access ID and Password) and 2) Something You Have (your computer and associated IP address). We use your computer IP address as the second factor in this way: If they system does not recognize the computer IP as one you have previously registered (e.g. you are using your work computer but you have only registered your home computer in the past), you will be asked a Challenge Question. Remember, these Challenge Questions were selected and answered by you the first time your logged in to Online Banking. If you answer the Challenge Questions correctly, your identity will be confirmed and you can proceed with the login.
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How many attempts can I make to answer a Challenge Question before my account is disabled?
You will have 4 opportunities to answer a Challenge Question correctly before you are locked out of your account. If you are ever locked out of your Online Banking account, please follow the instructions found here to unlock your account.
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Can I ever change my Challenge Questions and/or Answers?
Yes. Please follow the instructions found here.
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