FAQs

Online Banking

Q: How do I view Account Activity?

A: From the Accounts Overview Page, click on the account activity you want to view. All transactions for the last 30 days are displayed. For transaction history click on search transaction history at the top of the page.

Q: How do I sort my Account Activity?

A: Account activity appears in most recent date order. You can click the column headings to sort by Date, Number, Withdrawal, or Deposit.

Q: Why isn't one of my accounts appearing on the Account Overview page?

A: If you are unable to see all of your accounts on Online Banking, it may have to do with either how the account is set up or how the account name is set up on our computer records. Please contact us to have an additional account displayed on the Account Overview page.

Q: Can I personalize account descriptions in Online Banking?

A: Yes. From the Account Overview page, click customize your accounts. Enter a personalized name for the account in the Account Description field. Click submit to save your settings. The new name you have chosen will now appear on the Account overview page. Please note these accounts will appear in alphabetical order.

Q: How do I change the order in which my accounts appear on the Account Overview page?

A: From the Account Overview page, click customize your accounts. Enter a number in the description field to specify the order the account will appear on the Accounts overview page. For example, if you enter 1 Susie's Checking and 2 Amanda's Savings, Susie's Checking will appear first on the list. Click submit to save your settings.

Q: How can I get an account to appear in Online Banking if I am not the direct owner (for example, I'm a trustee or custodian)?

A: You will need to contact us to verify the ownership information and to have the account added for viewing.

Q: I have some accounts that I don't always need to see on the Account Overview page. Can I control what I see and don't see?

A: Yes. From the Accounts Overview page, click customize your accounts. To make accounts visible, make sure the hide account box is not checked. If you do not want to view the account, check the hide account box. Click submit to save your changes.

Q: One of my closed accounts is appearing in Online Banking. Can I have this removed?

A: Yes. Contact us if you would like to have the account completely removed from Online Banking. Or, from the Accounts Overview page, click customize your accounts. Check the hide account box if you do not want the account to be visible. Click submit to save your changes.

Q: If I have an account other than checking, can I enroll in Internet Banking?

A: Yes. While enrolling through online banking enrollment, select the specific account type you wish to enroll, enter the appropriate data. If you select one of the following: ATM or Debit Card, Checking, Savings, Money Market Account, or Loan Account you will receive instant access online, pending system verification. A confirmation message will appear at the end of the enrollment process.

General Information

Q: How soon after I enroll in Online Bill Pay will I be allowed to start making payments?

A: We will verify the enrollment information provided, validate it, and provide access to you. This generally takes two days.

Q: How will I be notified that I am authorized for Online Bill Pay?

A: You will receive an e-mail message indicating your funding accounts have been approved.

Q: If I'm a secondary signer on an account, can I use that account for Bill Pay?

A: Yes, as long as you are an owner on the account. Please contact us if you need help setting this up in Internet Banking.

Q: How does Online Bill Pay work?

A: Online Bill Pay is a service that allows you to set up bill payments to businesses and individuals. Once you enter a payment into the system, the request is submitted to Bill Payment Services (8:00 p.m. CST, Sunday through Friday). The following business day, your payment is sent electronically or by check and the funds are deducted from your specified account.

Q: Which accounts can I use to pay bills?

A: We recommend using a checking account to pay bills.

Q: How do I change the account from which I pay my bills?

A: If the account you currently use to pay bills has pending payments tied to it, you should select a new account for the pending payments before changing the current account. You MUST have at least one account set up as the bill payment account in Account Preferences at any given time.

Q: How long is bill payment history kept?

A: Bill payment history is kept for a minimum of 90 days.

Q: Do I need to contact my payees to tell them I am using a bill payment service?

A: No. Your payees do not need to do anything different to process online bill payments. Online Bill Pay uses the ACH (Automated Clearing House) electronic network or a paper check with your payment information clearly indicated.

Q: How do I add a payee (merchant/vendor/individual)?

A: Use the Make Payment tab, click on add a payee and enter the required information.

Q: How long does it take to set up a new payee in Online Bill Pay?

A: Once the new payee is entered, you can use the payee immediately.

Q: How do I know if a payee will receive payments electronically or via paper check?

A: Please allow 5 days for your first bill payment to each payee after the first payment you will be able to view a bill pay report to verify from the paid from column. Generally when making a payment, if the calendar indicates the bill is within 3 days the bill is electronic, if 5 days it is being sent via paper check.

Q: Can I make multiple payments to the same payee on the same day?

A: Yes, you can make multiple payments to the same payee on the same day as long as the payment amounts are different. For your protection, the system will not pay duplicate items for the same payee on the same day.

Q: How do I change a payee's name and address?

A: On the make a payment tab, click on the payee delete the payee and enter it with the correct information.

Q: How do I delete a payee?

A: Cancel all scheduled payments for the payee by accessing the scheduled bill payment link and cancel any scheduled payments. Then, click on Make Payments tab under my payees click on the specific payee, payee details will appear, and click delete. Payee information will appear on confirm delete page.

Q: What does the payee receive with my payment?

A: The payee will receive either an ACH (Automated Clearing House) electronic payment or a paper check. In either case, the payment is appended with the information that you have provided, such as your name and account number with the payee, so the payee can properly credit your payment.

Q: When should I set up my payments to make sure they are paid on time?

A: Suggested payment "lead times" will be provided based on whether the payee accepts electronic payment (This payee accepts ePayments. Allow at least 3 business days to ensure on-time payment.) or paper check payment (This payee is always paid by a mailed check. Allow at least 5 business days to ensure on-time payment.). While making a payment to your payee you can click on the calendar to view your options.

Q: Are there minimum and maximum payment amounts?

A: The minimum payment amount is $1.00. The maximum amount per single payment is $5000.00 or maximum of $10,000 per day.

Q: How far in advance can I schedule payments?

A: You may schedule a one-time future payment up to 364 days in advance.

Q: How late in the day can I enter, edit, or delete a payment?

A: Cut off time is 8:00 p.m. CST. Payments entered after this cut-off will be processed on the next business day.

Q: How often does the payment processor make payments?

A: Payments are processed Monday through Friday excluding holidays.

Q: Can I make changes to an already scheduled payment?

A: If the payment is still pending, changes can be made. However, once the payment has been transmitted, you can no longer make changes to or delete payments.

Q: When can I cancel a payment?

A: You can cancel or modify your payment online at any time before the cut-off time of 8:00 p.m. CST on the payment transaction date.

Q: What date do I put in the SEND ON field?

A: For a future-dated payment this should be the date that you want your payment to be transmitted. This will be the date the payment is extracted for processing.

Q: Can I place a stop payment on a bill payment that I have already set up?

A: No. However, if the payment has been processed and is a paper check that has not yet cleared, you may contact American Trust's bill payment support, toll-free at 888-279-9210, and they can place a stop payment on it for you.

Q: What if my payee says that they have not received my payment?

A: Contact American Trust's bill payment support, toll-free, at 888-279-9210. Your payment will be researched.

Q: Can I get a copy of a canceled check?

A: Yes. Contact American Trust's bill payment support, toll-free, at 888-279-9210 to request a copy of a bill payment check. A fee may apply.

Q: What is a recurring payment?

A: Recurring payments are sent automatically on an ongoing basis. You set up payment rules regarding their frequency, amount, and timing. You can be notified each time a recurring payment is sent. Recurring payments are useful when you have payees that receive regular payments.

Q: How do I set up a recurring payment?

A: Choose Make Payments tab, click on my payees in payment option field, choose setup automatic, and select the payment option "pay automatically at regular intervals." Fill in the amount of each payment, the frequency of the payment, the start date or the date you want the payments to begin, and the end date. You can choose to continue payments until you change the rule, deactivate or delete the payee, or end the payments on a specific date you enter and save changes.

Q: How do I pay several merchant/vendors/individuals at one time?

A: From the Make Payment tab, you will see a list of all Payees you have set up in Bill Pay. Type in the amount you want to pay and the date you want to issue the payment. Click on Make Payments. These payments should now appear on the Scheduled Bill Payments link.

E-Statements

Q: When I received the paper or email statements, copies of my check images were attached. How do I find my images now?

A: Check images are available online, however a full page of images does not attach to the online statement. While viewing the transaction history on Online Banking, you may simply click on the camera to the right of the check that has cleared your account. An image of your draft will appear. Also, while viewing the statement online, the check number is underlined. When you click on the underlined check number the check image will appear.

Q: How can the statement be printed?

A: Click on the date to view the statement, and once it loads, click on PDF at the top of the statement. This will create a Portable Document File, which enables you to save the document to your computer or print the statement.

Q: How will I know my statement is ready?

A: When your statement cycle ends and a statement is ready you will receive two messages informing you to retrieve your statement. The first notification will be sent within Online Banking to the Bank Mail Message Center. Another notification will reach you at the home email address you've provided to American Trust.

Q: How long will my statements be available online?

A: Statements are available online beginning on December 5, 2008. Account information is always available for 13 months from the day of enrollment of Online Banking.

Q: How do I change the way I receive my statements?

A: On the statements menu, click on change the statement delivery method and select paper or online.

Q: How do I change my email address?

A: Click on the customer service tab, click on change email address, and update information.