FAQ

I forgot my password. What do I do?

Passwords are required for your secuirty. If you forgot your password, please contact Pathfinder Bank at (315) 342-9403 or (800) 811-5620, or you can submit this form online.

Exactly what equipment and software do I need to access the eSolutions by Pathfinder product?

You will need an Internet Service Provider ( ISP ) and browser software which supports Secure Sockets Layer (SSL-128bit) encryption. For best results, we recommend Microsoft Internet Explorer 7.x or the most recent version of any popular browser.

Is the Internet safe and secure for online banking?

Yes. We use 128-bit encryption: Secure Socket Layer 3.0 (SSL) for all communications. This is currently the highest level of security available for Internet transactions.

Can anyone else see my account information?

No. Your online account information is available through access methods that have been rigorously tested for security accessibility. The information is not public. Only you can access it using your Login ID and Password.

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

What if eSolutions by Pathfinder is unavailable? Will my payments be made, will my transfers go through?

If eSolutions by Pathfinder and all of our back up systems were to be unavailable, you should be comfortable that any transaction for which you had already processed, (you should receive a Confirmation Code for any completed Transfer or Bill Payment) prior to the system being unavailable, will go through. If you were in the middle of a transaction and there is a 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.

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

Each payment made by eSolutions by Pathfinder will be processed either by check or by electronic funds transfer. If the payment is made through electronic funds transfer, it may take a day or two for the payment to reach your payee. Payments made by check, however, will be delivered via the postal service. Delivery could take several days depending on where the payment is to be sent. The safest thing is to 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.

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

You can sign up for Bill Payment anytime. Just click on "Payments" at the top of your internet banking screen. Then, click on "Enroll for Payments". You will need to select a payment plan, verify your email address, enter a security name and your date of birth. Then select your payment account (this must be a checking account).

What types of accounts are included in eSolutions by Pathfinder?

All of your accounts with Pathfinder Bank are included.

How current is the information?

eSolutions by Pathfinder is an Online/Realtime internet banking solution. This means that your account information is always current. There is a period from 6:00pm on Friday evening until 6:00am the next business day, where transactions are not updated. They will update at 6:00am the next business day. Business days are Monday-Friday. Saturday, Sunday, and Federal Holidays are not Business Days.

Should the payment date I give for the bill payment service be the date the payment is actually due?

No. You should try and schedule your payments at least 7 days prior to the bills due date. This will help to ensure it reaches your biller in time, as some billers may not post payments right away.

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

Funds will be deducted from your account on the Pay Date if sent electronically or by corporate check. However, if a draft is sent, this is a paper check with your account number and this will clear when the payor has submitted it to your account for payment. Once the check is mailed it will appear under the Sent Payment Section. In the Bill History, you can click view Details and find out if it went draft.

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

If your account has sufficient overdraft protection to cover the payment, we'll draw against that. Otherwise, the payment will be returned for insufficient funds.

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

Processing time will vary depending on how the payment is being sent and how long it will take to get the payment to the payee. The payee should receive your payment on the Pay Date you specified.

Sometimes, however, the payee may take a few days to apply the payment to your account.

Why does it take a few days to process payments?

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. Please allow a few days for processing and delivery.

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

Send a Secure Online message or contact our Electronic Commerce Department at 315-207-8042. Be sure to include all payment information. We will research your request and a status response will be sent to you.

How can I prove payments and transfers were made?

With each Bill Payment/Transfer you are given a confirmation number. This confirmation number tells you we have received it and is used for tracking payments if a problem occurs.

Your monthly statement from your payee should also indicate the date and amount of payment.

How much does it cost to use Bill Pay?

Bill Payment through eSolutions will not cost anything. This is a free service.

How will the payments be made?

We use three methods of payment:

  • Electronic Funds Transfer - The payment will clear your account on the Pay date.
  • Draft Checks - The payment will clear your account when the physical check is cashed from your account.
  • Corporate Checks - The payment is withdrawn electronically and the bill pay provider issues a check from their account on your behalf.

Can I choose the method of payment?

No. eSolutions by Pathfinder will process the payment electronically if possible. If not, then an alternate option is chosen, based on quickest payment method. Over time, some payees which could not accept electronic payment may be able to. They will then begin being paid electronically.

Does eSolutions by Pathfinder work with Quicken and Microsoft Money?

Absolutely. eSolutions by Pathfinder was designed to be highly compatible with these popular software programs and you can access the downloading capability from the Balances screen.

I can view Pathfinder Bank's home page, but I can't get into eSolutions by Pathfinder. What's wrong?

If you are able to view other areas of our web site, but are unable to access eSolutions by Pathfinder, 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 eSolutions by Pathfinder Banking. Using other browsers may prevent access to eSolutions by Pathfinder. Another reason that you might not be able to access eSolutions by Pathfinder 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

Still Need Help? E-mail us at econtact@Pathfinderbank.com.