Online Banking FAQ

What is Online Banking?
Online Banking allows our customers a secure and convenient way to access their accounts via the Internet anytime of the day, any day of the year.

What do I need to access Online Banking?
You need an Internet connection and a Web Browser that supports 128-bit encryption. You also need an account with our bank and an assigned user ID and Password.

Do I have to register to use Online Banking?
Yes, a one-time application is required to sign up for Online Banking. Once you have signed up for Online Banking, we will issue a User ID and a Password. Upon your first visit to Online Banking system you will be asked to select a password of your choice and that password will be used whenever you access Online Banking. Your password must be seven to ten digits containing letters and a number(s).

Can I change my User ID and Password?
Yes, you can assign an “Alias” User ID. The “Alias” User ID cannot begin with a number. The password may be changed as often as you want. Simply click on the options tab and follow the simple instructions.

Why does it say, “Your Account is Currently Locked”?
As a security measure, accounts will lock for several reasons, such as inactivity or the incorrect password being entered three times in a row. You can reset your password simply by clicking on the options tab and setting up your password reset question and answer. You can also call a customer service representative and we will be happy to unlock the account and reset the password.

What if I don’t log off the system?
Online Banking has a 10-minute time out feature. If the system has been inactive for over 10 minutes, the user will be required to re-enter their ID and password.

How secure is Online Banking?
State-of-the-art technology is used to keep your information secure. All sensitive and personal information is encrypted, and access requires passwords that only you know. In addition, your Social Security number and Tax ID number are never displayed on the Online Banking system.

What can I do to keep my information secure?
You can protect your Identification and Password in several ways.

  • Do not share your ID and Password with others.
  • Do not give your information to anyone requesting it over the phone unless you have initiated the call.
  • When you enter your ID and Password make sure no one is watching.
  • If you write down your ID and Password make sure you store them in a secure place.
  • Try to memorize your ID and Password.
  • Do not use obvious information for your ID or Password.
  • Always log out of the system.

Bill Pay FAQ

What is Bill Pay?
Bill Pay is an online bill payment system that allows our customers to send an electronic or check remittance to any business/person within the United States.

Is there a charge for Bill Pay?
No, Bill Pay is free.

Do I have to register to use Bill Pay?
Yes, you can register for Bill Pay when you sign up for Online Banking or anytime after that.

When I pay a bill, when does the money come out of my account?
If the payee is in the Electronic Payee database, the funds come out of your account the day your payment is made. If the payee is paid by check, the funds will come from your account the day the check clears the bank.

Who can I pay with Bill Payment?
You can pay anyone in the United States, from your next-door neighbor, to the utility company, to a child in college across the country. The only restriction is that you cannot pay any state or federal government agencies.

Who do I contact if I have a problem with Bill Pay?
If you have a problem with Bill Pay, please contact First Sentry Bank at (304) 522-6400

Do I need to re-enter payee information each month?
Only if the payee information changes. The payee information will remain in Online Banking until you delete it. The only thing you'll have to change each month is the amount you want to pay and the date you want the bill paid.