Online Banking Frequently Asked Questions
(For more detailed information please consult the Security disclosure)
1.0 - General Questions
1.1 - What is Online Banking?
Online Banking allows you to use a personal computer with a “128-bit secure” Internet connection to conduct your banking electronically. We recommend the use the latest fully patched version of either Microsoft® Internet Explorer or Mozilla Firefox for your browser. At home, at work, or on vacation, you can always access your Commerce Bank accounts.
1.2 - How do I enroll in Online Banking?
Current customers may enroll via our website at www.bankatcommerce.com. Look under Online Resources for the “Online Enrollment Form” link on our Home Page and follow the First-Time User Enrollment login instructions.
1.3 - What do I do if I do not remember my Log in ID or Password?
If you do not remember your Login ID, call our Customer Response Center at 1-800-698-BANK(2265). To receive a new password, you may click on the "Forgot Your Password?" link located on the password page. The system will email you a password if you have not locked yourself out.
1.4 - When can I use Online Banking?
Online Banking is available 24 hours a day, 7 days a week.
1.5 - How often will my account information be updated?
Online Banking offers "realtime” connectivity; therefore, deposits, electronic credits, checks, transfers and other debits are updated throughout the day, Monday through Friday until 7:00 PM. This allows you to monitor your account throughout the day for transactions such as direct deposit credits, transfers and payments you have authorized.
1.6 - Will I have access to all of my accounts through Online Banking?
You can access your linked checking, money market, certificate of deposit, savings, and loan accounts online. This gives you maximum security and flexible control over your account information.
1.7 - Are there fees for using Online Banking?
Online Banking, including Bill Pay, is a service we provide free of charge to our valued customers. Customary fees, such as stop payment and check reorder fees do apply. Please refer to the current Commerce Schedule of Fees for details.
1.8 - Does Online Banking work with Intuit Quicken or other financial software?
Absolutely. Online Banking was designed to be highly compatible with these and other popular finance programs. We have achieved this compatibility by building an industry-standard export capability right into Online Banking. Additional information is available on our Financial Software page.
1.9 - Can anyone else access my account details?
No. Access is by Login ID and password only, and each time you logon, we will ask you for these credentials. As long as you keep your Login ID and password secret, no one else can access your account or see your details, even if they are using the same computer to access their own account. To protect information as it travels over the Internet, it is scrambled using 128-bit encryption which is internationally recognized as being safe and secure. Commerce Bank uses a “3 strikes and you’re out” protocol. After three failed attempts to enter a correct password, access is locked out.
1.10 - Can I change the display order for my accounts?
Yes, you can change the default display order by navigating to the Preferences > Account menu and entering your preferred account display order. Lower order numbers will be displayed before higher order numbers within each group of accounts (i.e. checking, savings, loan, etc.).
1.11 - How do I view check and other transaction images?
The magnifying glass icon next to some transactions indicates that there is an image stored for that transaction, such as a check image. Just click on the magnifying glass icon for the specific transaction image you want to view and the system will retrieve the image and display it in a pop-up window. You will need to configure your pop-up blocker to accept pop-ups from our site to use this feature. If your image is unavailable, contact your local branch for more information.
1.12 - What if I need technical support?
We're here to help you. Please contact the Online Banking Help Desk by email at email@example.com, or by calling (508) 797-6921 or (508) 791-9656 Monday through Friday 8:00 AM - 5:00 PM.
1.13 - How do I add an account to view?
While logged in, please send us a Secure Message, or contact our Customer Response Center at 1-800-698-BANK(2265).
1.14 - Can I change my account alias or nick name?
Yes. This option is located under the tab PREFERENCES > ACCOUNTS. Enter desired Display Name and click Submit.
1.15 - How do I view a copy of a cleared check?
Click on the magnifying glass next to the transaction. A window will open allowing you to view the front and back of the check.
1.16 - How do I create an alert?
Select Alerts in Preferences tab and click Add an Alert. Select the alert type. The alert types are balance, date, history or transaction. Proceed to complete the criteria and click on Submit.
1.17 - How do I update my email address?
In the Preferences tab, click on SECURITY and then the SECURE DELIVERY tab. Change and/or edit the delivery contact information fields and click Submit.
1.18 - How do I transfer between accounts?
Select Funds Transfers and Click on Transfer Funds on the left menu, choose the To and From accounts then enter the amount you want to transfer. You may also enter a description for tracking purposes. Once the transfer is "drafted", you will need to click the "Approve" button to execute the transaction.
2.0 - Online Banking Online Transactions
2.1 - Will I have access to account statements and history on my accounts?
Not only does Online Banking allow you to view "realtime,” up-to-the moment transactions processed on your accounts, you will have access to online historical information and the ability to view and download your account eStatements.
2.2 - How much history displays for an account? Can I change the default amount?
The default amount of history displayed for a selected account is 50 items. This default amount, by number of transactions or number of days of history, can be changed for each account under Preferences > Account.
2.3 - Why are some of my account numbers highlighted and marked with an asterisk?
Highlighted account numbers indicate that there is pending transactional activity for the account, often called memo-posted transactions. You can review these pending transactions by navigating to Account > History for that account.
2.4 - Can I place check orders online?
Commerce Bank now accepts check reorders online. For your protection, online check orders are restricted to stock replenishment. If you need to update your personal information, such as name or address, please contact your local branch office to complete your reorder request.
2.5 - What kind of transfers can I make?
You can make transfers among all your linked accounts, including direct transfers and payments to your overdraft protection.
2.6 - Are there cutoff times for processing transfers for same-day processing?
Yes. The transfer cut-off is 7:00 PM. If you utilize Bill Pay, the Bill Pay cut-off is 4:00 PM.
2.7 - What happens if I initiate a transaction after the deadline?
Commerce Bank will accept your transaction request made past the cut-off deadline and process your transaction on the following business day.
2.8 - Does a Stop Payment request, on a check I wrote, guarantee that the payment will be stopped?
No. An online request to stop payment on a check does not guarantee that the check will be stopped, as the item may have already been processed and posted to your account. The check number, date and amount must be accurate in order for us to identify the check you wish to stop. You must review the history on your account to determine if the item has previously been paid before placing your stop payment order. A Stop Payment fee is charged for any request you make against your account.
2.9 - I am interested in establishing alerts. When are they delivered?
When triggered, secure message and email alerts are delivered immediately after all of our transactions have been processed. Phone alerts are delivered at the time you select on any day that the alert is triggered.
2.10 - Are alerts realtime?
No, alerts are triggered at processing time each day. For example, if an alert value is triggered during the day on Monday, the alert is generated during our processing cycle Monday night. A secure message or email will be sent immediately after processing, while a phone notification will be sent at the time you selected on Tuesday.
3.0 - Internet Security
3.1 - What is a Secure Access Code?
Your Secure Access Code will be issued to you upon your first login. This Secure Access Code will allow you to securely log into your accounts online and then select your new password. You will only have to repeat this process if you accidentally delete the persistent cookie that is automatically installed on your computer, or if you attempt to login to your accounts using a different computer than the one you registered.
3.2 - What are “cookies” and should they be enabled?
3.3 - What makes one browser more secure than another?
Browsers offer varying degrees of security, particularly in regard to encryption and personalized settings. Commerce requires secure browsers offering 128-bit encryption as it is the most secure method currently available to ensure protection of your information.
3.4 - Why do I have to change my password?
Security. Only you have this information. By changing your password to one that only you know, you maximize the level of security to your accounts.
3.5 - Is it important to keep Commerce Bank updated on any e-mail address changes?
Absolutely. You can easily keep your email address current by successfully logging into Online Banking and then just click on the “Account Options” button and enter your new email address.
3.6 - I have a new password and browser, but each time I login, I have to get a Secure Code. Why?
The most likely explanations for having to register your browser multiple times are:
1. Your browser is not set to store cookies from the web address of our online banking server (secure.onlineaccess1.com).
2. Cookies are automatically deleted each time you close your browser.
3. You are logging in from separate browsers or separate PCs.
3.7 - When I signed in recently, it asked me to go through the Secure Access Code process again. Why is that?
If you ever reset or delete the cookies on your browser, you will go through this process again.
3.8 - Who resets passwords should they be forgotten?
Any user may reset their existing password by responding to pre-established questions and answers created as part of their personal profile. If you are locked out, after multiple retries, or if you need assistance, please email the Online Banking Help Desk for assistance at firstname.lastname@example.org. Representatives are also available Monday through Friday from 8:00 AM to 5:00 PM by calling (508) 797-6921 or (508) 791-9656.
3.9 - Are email communications secure?
No. Email transmissions are not a secure method of communication. For your protection, please do not send private account or personal information via email.
3.10 - Is there a secure method to communicate electronically with Commerce?
Yes. Based upon a combination of our internal system security, 128-bit encryption, user login ID, password and multifactor authentication, we are confident that communications you utilize via Online Banking Online “secure messaging” protects your personal information.
3.11 - Where can I get more information?
Many questions can be answered by looking in the Online Banking & Bill Pay User’s Agreement. If you can't find the answer in the Online User Guide, our friendly and knowledgeable Commerce Bank Online Banking support specialists are always available by email, or by calling (508) 797-6921 or (508) 791-9656, Monday through Friday from 8:00 AM to 5:00 PM.
Commerce Bank will never ask you for your password.