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Online Banking FAQs

Getting Started:
Logging On and Off of Online Banking:
Using Online Banking:
Using Bill Pay:
Business Online Banking:
E-Statements:

Getting Started:
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What is Online Banking?
Q What is Online Banking?
A Online banking is a convenient way for SussexBank customers to conduct much of their personal and business banking via the internet. With Online Banking, you can:
  • Check deposit and loan balances;
  • Transfer funds between accounts;
  • View detailed history of your account transactions;
  • View current and limited previous monthly statements;
  • View check images;
  • Make Loan payments;
  • Pay bills (see Using Bill Pay).

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Do I need special hardware or software to use Online Banking?
Q Do I need special hardware or software to use Online Banking?
A A browser with 128 bit encryption is required to ensure the security of your Online Banking and Bill Pay. In addition, the following browsers are supported:

IE Internet Explorer Version 8.0 or Version 9.0 (to determine your Internet Explorer version; find the Internet Explorer help option and click on about Internet Explorer)

 

Firefox Version 13 or higher

 

Safari (MAC) Version 5.17 and higher

 

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Is there any cost to use Online Banking?
Q Is there any cost to use Online Banking?
A No. Online Banking and Bill Pay are offered free. All other terms and conditions of your accounts continue to apply.

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What accounts can I access via Online Banking?
Q What accounts can I access via Online Banking?
A Most accounts are accessible; including checking, savings, CD's, IRA's, loans, and club accounts.

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Logging On and Off of Online Banking:
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I'm having difficulty logging in. What do I do?
Q I'm having difficulty logging in. What do I do?
A If you complete the Online Banking ID and Password fields and click Login and your computer does not seem to do anything, the problem may be your browser. The most common reason for this is that your computer settings need to be adjusted to accept cookies.

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Why does it say "Your Account is Currently Locked" when I try to log on?
Q Why does it say "Your Account is Currently Locked" when I try to log on?
A This is strictly for your security and protection. Accounts will lock for reasons such as extended inactivity or the Online Banking ID or Password being entered incorrectly 3 times in a row. If your account is locked, please contact your local branch. Once your identity has been verified, we will unlock the account and reset the Password.

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What happens if I forget my Password?
Q What happens if I forget my Password?
A You are allowed 3 attempts to enter the correct Password before your account will be locked. If you cannot remember your Password and/or you are locked out of the system, please call your local branch or click the Password Self Reset tab if you have previously created a personal question and answer.

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Can I reset my own Password?
Q Can I reset my own Password?
A Yes, you can reset your password without contacting the bank. First, you must successfully log in and click on the 'Options' tab. Then create your personal question and answer. The next time you are locked out you click the Password Self Reset tab and follow the instructions.

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What happens if I don't log off the system?
Q What happens if I don't log off the system?
A Online Banking has a 10-minute time out feature. After 9 minutes of inactivity, the system will produce a pop-up window, warning of the time out feature and prompting you to continue if you desire. Once the system has been inactive for 10 minutes, the user will be required to re-enter his or her Online Banking ID and Password. For your protection, we recommend that you always formally log off the system at the conclusion of your session.

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Using Online Banking:
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How often is account information updated?
Q How often is account information updated?
A Account transactions and balances are real-time and change as you carry out transactions. There may be periodic delays due to processing or system issues beyond our control. Online Banking transactions are processed and information updated only on business days.

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How do I add or delete accounts to my Online Banking?
Q How do I add or delete accounts to my Online Banking?
A You can choose the 'Send Secure Message' tab to send a secure email requesting your change, or you can visit any of our branches and speak with a representative.

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Can an online account be a joint account?
Q Can an online account be a joint account?
A No. Each Online Banking Customer must use their own login ID and Password.

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Can I transfer funds between my business and personal accounts?
Q Can I transfer funds between my business and personal accounts?
A Sole Proprietors have the ability to transfer funds between their business and personal accounts. However, due to strict regulatory guidelines, Corporations, Limited Liability Companies and partnerships are restricted from this type of banking activity.

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How many statements can I see online?
Q How many statements can I see online?
A You can access and print your three most recent statements.

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What are the password change requirements?
Q What are the password change requirements?
A For your protection and security the system requires the user to change passwords every 120 days.

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What if I am an occasional Online Banking User?
Q What if I am an occasional Online Banking User?
A Online Banking users should access the system regularly. Access will automatically be placed in a dormant status after 180 days of inactivity. This will require the user to contact the bank. Once your identity is verified your access will be reestablished. Inactive users of more than 240 days are automatically deleted from the system.

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Using Bill Pay:
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How does Bill Pay work?
Q How does Bill Pay work?
A Payments are electronically transferred from your checking account to your payee's account through the Automated Clearing House (ACH) network. If the party you are making a payment to is not setup for electronic transfer, a paper check is sent via US Mail.

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Are there fees associated with Bill Pay?
Q Are there fees associated with Bill Pay?
A No. The Bill Pay feature of Online Banking is FREE.

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To whom can I make payments?
Q To whom can I make payments?
A You can make payments or send money to any person or company in the United States except government agencies.

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How far in advance should I set up a payment to insure it is paid on time?
Q How far in advance should I set up a payment to insure it is paid on time?
A Always allow at least 3-5 business days for electronic payments and at least 7-10 business days for payments made by check.

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What happens if I have a scheduled payment that falls over a weekend or holiday?
Q What happens if I have a scheduled payment that falls over a weekend or holiday?
A All scheduled payments that fall on the weekend or a holiday will be processed the previous business day. You should allow at least 3-5 business days for electronic payments and at least 7-10 business days for payments made by check.

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What if I do not have enough money in my account?
Q What if I do not have enough money in my account?
A If you request a payment for more than the balance in your account and the payment is to be made electronically, the system will not process the payment until funds are available. If a payment is being made by check, the check is written and forwarded to the payee. If your account has insufficient funds to cover the check when the check is presented to the bank for payment, it may be returned, and you will be subject to an Insufficient Funds charge.

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Can I schedule recurring payments?
Q Can I schedule recurring payments?
A Yes. Payments may be one time or recurring.

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How far in advance can I schedule payments?
Q How far in advance can I schedule payments?
A Payments may be scheduled up to 90 days in advance of the first due date.

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Business Online Banking:
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What is Business Online Banking?
Q What is Business Online Banking?
A Business Online Banking provides commercial customers with online account access, transaction origination, and complete account management capabilities. The system also provides the capability to execute wire transfers; ACH originations; file uploads as well as access to transactional information and account activity; balance and float reporting; credit line advances and payments; and statement retrieval. Business Online Banking, is fully integrated with Sussex Bank's Online Banking.

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Wire Transfer
Q Wire Transfer
A Business Online Banking commercial customers who execute bank wire transfers regularly or on occasion can take advantage of the convenience that the wire transfer feature provides within the Business Online Banking system.

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ACH (Automated Clearing House)
Q ACH (Automated Clearing House)
A Business Online Banking Automated Clearing House (ACH) transactions are a convenient way for businesses to process payroll, collect bills, or concentrate cash from other accounts on a scheduled basis via ACH origination or file uploads.

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E-Statements:
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What is e-Statements?
Q What is e-Statements?
A Go Green! e-Statements is the solution to reducing paper. Have you ever thought about receiving your monthly checking and or statement savings statements electronically? It's easy and simple. All you have to do is be an existing Online Banking customer or enroll as a new customer then select the "e-Statements" tab and complete the required information.

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Enrolling for e-Statements
Q Enrolling for e-Statements
A To enroll for Sussex Bank e-Statements you must first be an Online Banking user. If you are not an existing Online Banking user, you can enroll for Online Banking from our main page by going to the Online Banking tab box and then selecting "Enroll Now".

An existing online banking user can select the "e-Statements" tab from their main account page and complete the following steps: Verify your email address, choose a phrase to be included on the subject line of your e-Statement email, read and accept the agreement then submit. Once you have completed the above steps you can select the Documents and Settings tab to see the accounts that will be included with your e-Statements.

 

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e-Statement Facts
Q e-Statement Facts
A

You must be an Online Banking user to enroll for e-Statements.

 

  • You must have at least one Sussex Bank checking and or statement savings account.

     

  • Once you elect to enroll for e-Statements, you will no longer receive a paper statement for that account.

     

  • You must have a valid email address with access to, Adobe Acrobat Reader® version 6.0 or higher, and at least 1MB of free space to access and view your statements.

     

  • e-Statements will be sent to the email address that is on file with Sussex Bank's Online Banking system.

     

  • e-Statements are accessible online for 13 months upon enrollment and receipt of the first statement.

     

  • It is the customer's responsibility to keep your email address updated on Sussex Bank's Online Banking system.

     

  • You have the option to have your e-Statements emailed to up to three other recipients. It is the customer's responsibility to maintain the username, access PIN, and email address for all additional recipients.

     

  • You have the right to withdraw your consent to receive e-Statements at any time by logging on to your Online Banking then selecting the "e-Statements" tab, then "Documents and Settings" tab. Deselect the accounts then click submit.
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