FAQs
Understanding Online Banking & Bill Pay
In order to make your Online Banking experience an easy one, we have tried to anticipate some questions you may ask. Before you begin, please read over these questions. We will update this page as needed. Thank you for choosing United Legacy Bank for Online Banking and Bill Pay.
Q: What number should I call if I can’t find the answers to my questions in this document?
A: For questions regarding Online Banking and Bill Pay, to report a lost or stolen Password, or questions about a specific bill payment please contact your branch during normal business hours or send us a message through Contact Us.
Q: What is Online Banking?
A: Online Banking offers secure access to your United Legacy Bank accounts, including balance information and account transfers and account history. This service also provides you the option communicate with the bank in a secure environment, via the internet.
Q: What is Bill Pay?
A: The Online Banking Bill Pay service allows you to pay bills online. You may obtain quick help on various items throughout the system by choosing the option ‘Help’ from the main menu.
Q: How do I get started banking online?
A: Online Banking from Riverside Bank of Central Florida is best viewed with Netscape 8.2, Microsoft Explorer 6.0 or higher. The browser must support 128 bit SSL encryption.
To sign up for Online Banking, you can enroll at any United Legacy Bank branch office. Upon activation, you will receive your assigned client ID number and password to use when signing onto the system. Once you sign onto Online Banking, you will be prompted to change your password. Your password must consist of 6 to 8 alphanumeric characters (example alphanumeric password: summer5).
Individuals interested in using Bill Pay can enroll at any United Legacy Bank office. You must have enrolled in and activated your Online Banking account, have a qualified United Legacy Bank personal checking account and have access to the Internet.
Q: Can I access Online Banking and Bill Pay outside the United States?
A: Yes. As long as you have an United Legacy Bank checking account, Online Banking services and access to the Internet you can access your accounts.
Q: I’m having trouble signing on. What am I doing wrong?
A: More than likely you forgot your password or you entered an invalid password. You are allowed three (3) invalid sign-on attempts before the system will lock you out. Once you’ve exceeded the three (3) attempts and the system locked you out of Online Banking, you will need to contact your branch during business hours. Before Customer Service is allowed to unlock an account, proper ID verification must be obtained from the account owner. The account owner must have a valid 12-digit Online Banking client ID number listed in their name. Customer Service will provide instructions regarding your password.
Q: I forgot my client ID number. What do I do now?
A: You will need to contact your branch during normal business hours. After proper ID verification, you will be given instructions regarding your ID number. Please note that United Legacy Bank will not ask you for your password.
Q: Is there a cost associated with Online Banking?
A: There is no fee for the use of this service. In the future, if the Bank decides to change the fees charged in connection with the Service, we will notify you at least thirty (30) days prior to the effective date of the change.
Q: Which accounts can I access through Online Banking?
A:
- Checking accounts
- Savings accounts
- Money Market accounts
- Time Deposit accounts
- Individual Retirement Accounts (IRAs)
- Loans
- Lines of Credit
You may transfer funds from a savings, checking, or a money market account to a savings, checking, or money market account. Time deposits and Individual Retirement Accounts (IRAs) are view only.
Q: The system has stopped accepting my commands and the login screen appeared.
A: The system may have been idle for 10 minutes or longer. For security purposes, the system is set up with a default feature for a 10-minute time-out. If the system is not used for 10 minutes, the user will be inactive and will have to login again.
Q: If the system shows an error during a transfer, what do I do?
A: Do not immediately “reload” or “refresh” the transfer. The transfer may have already been posted, and the confirmation number was lost in transit.
First, check the account the transfer was drawn on, and then check the account status of the account transferred to. If no debits or credits appear on your accounts, then the transfer was incomplete.
Q: How current is the account information I access through online banking?
A: Account information is real time. When transfers are made online, the debit and credit will appear in each account once a confirmation number is given by the system. If you make a withdrawal at an Automated Teller Machine (ATM), or use a check card, the information is posted to your account as soon as Riverside Bank of Central Florida receives the data from either the ATM vendor or merchant.
Q: What if I open a new United Legacy Bank account and want to access it online?
A: If you are already enrolled in online banking services, send a secure message to United Legacy Bank via the Online Banking Message Center requesting that your new account information be added to your Online Banking account. We will verify the account and process the activation of your account to allow you to access it online. If all information is correct, your new account will be available by the end of the next business day.
Q: Can I download my account information to my financial management software?
A: Yes. You can download account information to Quick Books®, Quicken®, Microsoft Money® or a spreadsheet program such as Excel or Lotus. The information may also be saved as text and exported to your favorite word processing software.
When downloading account information, save the information to a designated file folder on your computer, or specify the destination required for Quick Books, Quicken or Microsoft Money. To retrieve the saved account information, please follow the instructions on your software application (Quick Books, Quicken, Microsoft Money, etc.).
Q: How much history is available to view?
A: Online Banking includes 60 days of history, and information as of your last statement.
Q: How many payees am I able to set up?
A: There is no limit to the number of payees you can have.
Q: When and how are payments processed?
A: There are two types of payment – CHECK and ELECTRONIC.
CHECKS are printed and mailed on the same day processed.
ELECTRONIC payments are processed on the same day.
All bill payments are processed twice a day. The first processing begins at 2am CT and the second processing is at 12:00 noon CT. Any payments entered after the 2am processing, and before the 12:00 noon processing will be processed the ‘same day’. Any ‘same day’ payments scheduled after 12 noon CT, will be processed the next business day at 2am CT.
Q: How are holidays and weekends handled?
A: Bill payments are not processed or paid on holidays or weekends. If a SCHEDULED bill payment falls on a holiday or weekend, it will be paid on the Friday BEFORE the weekend, or the last working day BEFORE the holiday.
Q: How long do I have to add, delete, or edit a payment?
A: You can add, edit, or delete a payment up to 2am CT for the 1st processing, and up to 12:00 noon CT for the 2nd processing, on the day the payment is scheduled to be paid.
Q: Can I edit an existing payee that is already set up?
A: The only items that can be edited on an existing payee are the alias name on the account, and the account number. If you want to change anything else, the payee must be deleted and re-entered.
Q: How do I know if a merchant is electronic or check?
A: To search for an electronic payee, click on ‘Payees’ from the main menu, then select ‘Add Payee’. Type the name of the payee in the ‘Enter Payee Name’ field, then select ‘Submit’. Click on the payee name to set up the payment information. If the requested payee is not a result of a search, it must be added as a check payee.
Q: How long does it take a payment to reach the payee?
A: ELECTRONIC PAYMENTS: allow 3 to 4 business days from when the payment is submitted.
CHECK PAYMENTS: the check will be in the mail on the same business day the payment is submitted, if the payment is submitted before 12 noon CT. (This is the same as if you wrote the check out of your checkbook, and put it in the mail on the same day). Please allow up to 10 business days for a check payment. (Just a note – we have no control over the U.S. Postal Service).
Q: Why does it take up to ten business days for my payment to reach the payee?
A: Some payees are able to accept electronic payments, while other payees must be mailed a check. The 10 business days allow enough time for the payment to be received and correctly credited to your account. Here is how it works:
You set up your payment (e.g. to your utility company or to your credit card company) using Riverside Bank of Central Florida's Online Banking Bill Pay service.
On the day the payment is scheduled to be sent, payment processing begins.
Your payment order is sent either electronically or via U.S. mail. Your payee, not Riverside Bank, determines the payment method.
Q: What is the maximum payment amount?
A: Electronic payments are validated against your account ‘available’ balance prior to processing, and check payments settle against your account like any other check; therefore, there is no dollar limitation on payments made through Bill Pay. You are limited only by the amount of funds in your account.
Q: Can I place stop payments for electronic bill payment or can I delete the electronic item once it has been submitted?
A: No. Once the electronic payment is submitted, it will be processed. We cannot place a stop payment on Electronic Payments after the item has been processed (see question ‘When and how are payments processed?’). It will then be up to you to contact the payee for a refund.
Q: When do funds for payments debit my checking account?
A: For an ELECTRONIC PAYMENT, funds are debited the same business day that the payment is sent, if the payment is sent before 12 noon CT. Electronic payments submitted after 12 noon CT are debited the next business day during bill pay processing. CHECK payment funds are debited from the account when the check clears your account.
Q: How long will payment history be viewable online?
A: Payment history for active and deleted payees is retained and viewable for 18 months.
Q: How am I billed for using the Online Banking Bill Pay system?
A: There is no fee for the use of this service. In the future, if the Bank decides to change the fees charged in connection with the Service, we will notify you at least thirty (30) days prior to the effective date of the change.
Q: Will the memo field shown on the ‘Add Payment’ screen be printed on the check sent to the payee?
A Yes. The memo field will be printed on checks. The Payment Description field will not print on checks (this field is for your personal use). Electronic payments will not illustrate any information from the memo field. The account number that you entered when you added the payee to your personal payee list is printed on the check. This allows the payee to know which account to apply the payment to.
Q: What does the ‘status’ field indicate on the PAYMENT HISTORY page?
A: Payment history will reflect payee name, payment status, check number or electronic reference number, processed date, and amount. The payment status will indicate whether the payment has been processed and mailed (or sent electronically), is in process, if the payment has been stopped (as per your stop payment request) or is still pending. Sorting history by Payee, Processed Date/Time, or Amount can be done quickly by clicking on the column heading.
Q: Confirmation Numbers – Are these important?
A: Yes. A confirmation number will be assigned to each bill payment at the time you submit your request. The same confirmation number is also used each time you instruct the bill pay service to amend or delete a scheduled bill payment. You are encouraged to record these confirmation numbers for future reference in resolving any questions or expediting any request you may have about your bill pay transactions. Bill Pay Confirmation Numbers for scheduled payments are found in the menu option for ‘Bill Pay - Pending Payments.’
Q: Can I communicate with someone at the bank online?
A: Yes. You can send and receive messages through the online banking service in a secured environment by clicking on “Contact” from the Online Banking main menu, then click “Add Message”.
More questions about Online Banking - contact us.
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