Return To Bill Pay ePlus

Question #1 Exactly what equipment and software do I need to access the BANKNBSB eBanker product?

Answer: You will need an Internet Service Provider (ISP), a modem (the faster the better, but at least 28,800 baud is recommended), and Browser software which supports Secure Sockets Layer (SSL) encryption. For best results, we recommend Microsoft Internet Explorer 5.x, however you can access BANKNBSB eBanker with IE versions 4.x and Netscape Navigator 4.x or higher. In all cases it is important that you be on the most recent release of whatever version you are on.

Question #2 Is the Internet safe and secure for online banking?

Answer: Yes. This is a common concern with banking and commerce on the Internet. Data on the Internet is safeguarded by encryption as it moves between systems. Data residing on a system can only be accessed by using an authorized sign-on ID and Passcode.

Any kind of breach in the security of our systems would be a serious business issue for the bank. Our success depends on our ability to manage these systems safely and to continue to earn your trust as our customer. Please be assured that we will take every measure possible to protect the financial information and resources you have entrusted to us.

You can help safeguard your information and the banking systems by protecting your Sign-On ID and Pass Code. A proper combination of your Sign-On ID and Pass Code is the only way to get access into your account. Please be careful to keep this information secure.

Question #3 Can anyone else see my account information?

Answer: Your online account information is available through access methods which have been rigorously tested for their secure access. The information is not public. Only you can access it using your Sign-On ID and Pass Code.

Question #4What if BANKNBSB eBanker goes down? Will my payments be made, will my transfers go through?

Answer: If BANKNBSB eBanker and all of our back up systems were to go down, you can be comfortable that any transaction, for which you had already processed, prior to the system going down, will go through. If you were in the middle of a transaction and there is some question as to whether the system has received the request, you may feel free to contact the bank to ensure your transaction request has been accepted.

Question #5 How long does it take for a payment to reach my payee?

Answer: Each payment made by BANKNBSB eBanker will be processed either by check or by electronic funds transfer. Payments made through electronic funds transfer should reach your payee on or by the due/recurrence date. Payments made by check will be delivered via the postal service. Delivery could take several days depending on where the payment is to be sent. The safest thing to do is always schedule your payments at least seven business days ahead of the date they are due. This will ensure that the payment will be made and processed in time.

Question #6 What if I don't sign up for Bill Payment initially and later decide that I want to sign up?

Answer: You can sign up for Bill Payment anytime you want. Just click on the Pay Bills button located on the Transaction screen. You will be notified that you are not currently enrolled. You will then be presented the opportunity to enroll. Simply acknowledge your desire to enroll, and you can immediately start using the service.

Question #7 What type of accounts is included in BANKNBSB eBanker?

Answer: You can access the following types of accounts:

  • Checking
  • Statement Savings
  • Loan
  • CD's/Money Market
  • Passbook Savings (including clubs) 

Question #8 Can I have more than one checking account linked to BANKNBSB eBanker?

Answer: Yes. You can link all of your checking accounts to BANKNBSB eBanker.

Question #9 How current is this information?

Answer: All transactions and balance updates are performed once per day. So any transactions you perform today that change your balance (i.e. deposits, ATM withdrawals); will be reflected the following business day.

Question #10 Should the payment date I give be the date the payment is actually due?

Answer: No. You need to allow some time for the payment to reach your payee, so enter a date before the actual due date. Be sure to take into account that, although you can schedule a payment at any time, payments are actually initiated (sent to the payee) only on business days.

Question #11 How soon are the funds actually taken out of my account?

Answer: Your account will be debited when the payment is sent. This payment process will begin within 24-48 hours after scheduling a payment.

Question #12 What happens if I don't have enough money in my account to cover a bill payment?

Answer: The payment will be returned for insufficient funds.

Question #13 When and how are my payments delivered and how can I ensure that my payee receives my payment on the due date?

Answer: When you schedule a payment, BANKNBSB eBanker warehouses the payment until it is time to process it. The time to process will vary depending on how the payment is to be made and how long it will take to get the payment to the payee.

Once the system has determined that it is time to process the payment, the payment is changed to a processing status. The payment is then processed by conducting an electronic funds transfer, or a check is produced and made payable to the payee from your account. The check is then sent to the payee via regular mail.

Since the system requires you to submit payment requests seven days in advance, this ensures there is sufficient lead time to process your request and get it to the payee by the date you specify.

Question #14 Why does it take a few days to process payments?

Answer: Although a number of your payees accept payments electronically, many do not. For those that do not accept electronic payments, we must send a check to that payee through the U.S. Mail. Once it is received by the payee, it may also take a day or so for that payee to process the check and post it to your account. Even for electronic payments, it may take two or three days for your payment to be posted. By allowing a few days for processing and delivery, we can guarantee that your bills are paid on time.

Question #15 What should I do if a payee has not posted my payment?

Answer: You need to allow a few days for your payee to process your payment. If your payee has not posted the payment to your account on or before the due/recurrence date, send an online message to the Bill Payment Desk to inquire about the status of the payment. Be sure to provide the item's reference number. The reference number is displayed on the Payment History screen under the "Additional Items" column. The payment will then be traced and a status response will be sent to you.

Question #16 How can I prove payments and transfers were made?

Answer: With each payment and transfer, you are given a reference number so you know we received it. In addition, payments and transfers will appear on your Register screen so you can see they posted. You'll also continue to receive your monthly statement in the mail from your payee.

Question #17 How much does it cost to use Bill Pay?

Answer: The monthly fee for eCommerce Banker payment services is $5.95 for a “Basic Checking Account” the first six months are waived; with a “Free Checking Plus Account” or “18/65 Free Checking Plus Account” the bill payment service is waived.

Question #18 Will I be charged the monthly service fee even if I don't make any payments?

Answer: Yes, the monthly service fee is charged just like your telephone bill or cable bill - whether you use the service or not.


Question #19 How will the payments be made?

Answer: We use two methods of payment:

  • Electronic - BANKNBSB eBanker sends an electronic credit to your payee on or before the due/recurrence date. 
  • Laser Draft - A paper check is sent to your payee by mail. 

Question #20: Can I choose the method of payment?

Answer: No. BANKNBSB eBanker will process the payment electronically if possible. If not, then an Online Check is produced. Over time, some payees that could not accept electronic payment may be able to. They will then begin being paid electronically.

Question #21 Does BANKNBSB eBanker work with Quicken?

Answer: Absolutely. BANKNBSB eBanker was designed to be highly compatible with this popular software. We have achieved this compatibility by building an industry-standard Quicken Interchange Format (QIF) downloading capability right into BANKNBSB eBanker. You can access the downloading capability from the Reports screen.

Question #22 I can view other areas of BANKNBSB eBanker but I can't get into BANKNBSB eBanker. What's wrong?

Answer: If you are able to view other areas of our web site, but are unable to access BANKNBSB eBanker, it may indicate that you are having a problem accessing secured sites in general. Both your browser and Internet Service Provider must support secured sites. Refer to the requirements for using BANKNBSB eBanker Banking. Using other browsers may prevent access to BANKNBSB eBanker. Another reason that you might not be able to access BANKNBSB eBanker is that your cookies may not be enabled. In order to enter the secure encrypted site you must accept the cookies. To Enable cookies for Internet Explorer 5.5 or higher:

  • Click on start
  • Click on setting
  • Select control panel
  • Click on "Internet Options" icon
  • Click on the tab marked "security"
  • Click on "custom" level
  • Scroll down to cookies and click the radio button to enable to Enable cookies for Netscape Navigator 4.7 or higher:
  • Open Netscape
  • From edit menu, select "preferences"
  • Click on "advanced"
  • Under cookies select "Accept all Cookies"

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