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Personal Online Banking FAQ

I forgot my password. What do I do?

  • Passwords are required for your security. If you forgot your password, please click on “Forgot your password?” on the password screen, which will trigger Out of Band Authentication (OOBA) to confirm your identity.

  • You may also contact us at Pathfinder Bank if you require further assistance.
    (P): (315) 343-0057, (800) 811-5620 (F): (315) 207-8023 (W): https://www.pathfinderbank.com/about-us/locate-us/contact-us.html

Can I change my e-mail address and phone number?

  • Yes, if you wish to update your e-mail address or phone number, click on the Email and Phone Number link from the Settings menu.

Can I change my User ID?

  • Yes, to change your user ID, click on the User ID link from the Settings menu. The new user ID will need to follow the ID requirements disclosed on this page and will be case sensitive.

Why can’t I login using the mobile banking app?

  • You must login to the online banking website before you can login to the mobile app. Once you have done so, you will use the same login credentials on the app as you use for the website. Mobile device settings can be managed on the website in the Mobile Banking page, under Settings.

Can I create names so that I can easily remember my accounts?

  • Yes, account names can be changed by clicking the Customize Accounts link on the Accounts page.

Exactly what equipment and software do I need to access Pathfinder Bank Online Banking?

  • 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 are further protected by the use of out of band authentication, which requires a security code be entered any time you login from a new location or device.

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

  • If Pathfinder Online Banking and all of our backup systems were to be unavailable, you should be comfortable that any transaction for which you had already processed 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, feel free to contact the bank to ensure your transaction request has been accepted.

What types of accounts are included in Pathfinder Bank Online Banking?

  • All of your accounts with Pathfinder Bank are included.

Can I initiate a first time check order through online banking?

  • No. Only check re-orders can be initiated through online banking. First time orders must be placed with your local branch.

How do I transfer money to/from my account at another financial institution?

  • You can transfer money to and from accounts at other financial institutions by adding them as external transfer accounts. To do this, click on the External Transfer tab and then under Transfer Resources, click Add external account. You will need to provide the account number, routing number and account type for the external account. Once an external account is added it will need to be verified by confirming the dollar amounts of two deposits we will send to the account. External accounts that are waiting to be verified, will be in a "Confirm" status and a link will be provided so that the two deposit amounts can be provided and confirmed. Account confirmation deposits will generally post to the external account within 1-2 days. 

How current is the information?

  • Pathfinder Bank Online Banking is an Online/Realtime internet banking solution. This means that your account information is always current.

I can view Pathfinder Bank’s home page, but I can’t get into Pathfinder Bank Online Banking. What’s wrong?

  • If you are able to view other areas of our website, but are unable to access Online Banking, 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 Pathfinder Bank Online Banking. Using other browsers may prevent access to Pathfinder Bank Online Banking. Another reason that you might not be able to access Pathfinder Bank Online Banking 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 the “Internet Options” icon
      • Click on the tab marked “Security”
      • Click on “Custom” level
      • Scroll down to cookies and click the radio button to enable

Business Online Banking FAQ

I forgot my password. What do I do?

  • Passwords are required for your security. If you forgot your password, please click on “Forgot your password?” on the password screen, which will trigger Out of Band Authentication (OOBA) to confirm your identity.

  • Users may also contact their company administrator to have their password reset.

  • Company administrators may contact us at Pathfinder Bank for further assistance.
    (P): (315) 343-0057, (800) 811-5620 (F): (315) 207-8023 (W): https://www.pathfinderbank.com/about-us/locate-us/contact-us.html

How often can I change my password?

  • Only one password change is allowed in a day by a user. Subsequent password changes in the same day must be performed by the company administrator.

How often can I change my user ID?

  • User IDs cannot be changed after they have been assigned.

Can I change my e-mail address and phone number?

  • Yes. Business users may change their e-mail address and phone number by going to the Manage Contact Preferences page, found within the Administration menu.

Why can’t I login using the mobile banking app?

  • Access to the mobile banking app must be granted by the company administrator before business users can use it. Please contact your company administrator to gain access to this feature.

Can I create names so that I can easily remember my accounts?

  • Administrators can change account descriptions.

Can I set approval levels?

  • Approval levels for services can be set by administrators. Administrators will also manage what role each user will serve in the approval process.

What affect will modifying a user's roles have on the user?

  • Modifying User roles can affect the user’s access and functionality, including the cancellation of scheduled and future-dated requests. 

Can I initiate a first time check order through online banking?

  • No. Only check re-orders can be initiated through online banking. First time orders must be placed with your local branch.

How can I manage my wire transfers?

  • You can create templates for transfers you make frequently or make one-time transfer requests.

What is the difference between a one time and template based wire?

  • A one-time wire is a wire transfer request made without the use of a predefined template to electronically wire money between accounts on an as-needed basis. A template based wire is based upon pre-established templates and intended for repetitive use.

Is there a limit to the amount of money I can wire?

  • Yes. You can view your personal wire limits through several of the pages you use to initiate and transmit wires.

How do I manage my payments through ACH?

  • You can create templates for payments you make frequently or make one-time payment requests.

What are recurring ACH payments?

  • Recurring ACH payments are payments that you want to repeat at regular intervals. Recurring payments do not apply to State Tax and Federal tax payments.

Why can't I approve or transmit an ACH file?

  • Only users with the Approval role can approve and transmit uploaded ACH files.

What are the Submit for Approval, Approve, and Transmit functions?

  • Submit for approval submits a request to the approve/transmit queue without approving the request. The Approve button approves a request. The Transmit button submits the request for processing. All approvals must be received before a request can be transmitted.

Where can I get more information about how to navigate the online banking website?

  • We have created quick reference guides to help you learn how to use the new features available through business online banking. You can find these guides on our Business Digital Banking page, under the Helpful Documents tab. There is also a Help Center that you can access when you are logged in by clicking Help on the top right corner of your screen.

Bill Pay FAQ

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

  • Each payment made through Pathfinder Bank Bill Pay 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 Pathfinder Bill Pay initially and later decide that I want to enroll?

  • You can sign up for Pathfinder Bill Pay anytime. Just click on “Bill Pay” at the top of your internet banking screen and follow the on-screen instructions.

Can I select multiple accounts to use for Bill Pay?

  • Yes, you can have more than one of your accounts linked as an account to use for Bill Pay. From the Accounts page, click Customize Accounts. On this page, click the Use for Bill Payment button next to each account you would like to have available for Bill Pay and then click submit. If you would like to remove an account from Bill Pay, uncheck the box.

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 business days prior to the bill 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 via ACH or by direct check. A direct check is a paper check with your account number and this will clear when the payee has submitted it to your account for payment. Once the check is mailed it will appear under the History section. In the Bill History, you can click on that payment to view the details and see the delivery type.

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. Associated overdraft fees will apply if overdraft protection is used. 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. Sometime, 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 transfer were made?

  • With each Bill Payment/Transfer you are given a confirmation number as well as information on how the payment was made (electronic/check) and will include a check number. The confirmation number tells you that 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 Pathfinder Bank Online Banking will not cost anything. This is a free service.

How will the payments be made?

  • We use two methods of payment:
    • Electronic Funds Transfer – The payment will clear your account on the pay date

    • Direct Check – The payment will clear your account when the physical check is cashed from your account

Can I choose the method of payment?

  • No. Pathfinder Bank Bill Pay will process the payment electronically if possible. If not, then a direct check will be mailed. Over time, some payees which could not accept electronic payment may be able to. They will then begin being paid electronically.

Mobile Deposit FAQ

Who is eligible to use Mobile Deposit?

  • Personal customers and business customers are eligible to use mobile deposit. You must have a deposit eligible checking account and be enrolled in our Mobile Banking app to use this feature. Deposit eligible accounts include all of our personal or business checking and savings accounts.

How do I enroll for Mobile Deposit?

  • Personal Users: Customers with personal accounts will have access to mobile deposit simply by downloading the mobile banking app. No addition steps are required.

  • Business Users: Customers with business accounts will need to contact their local branch to request access to mobile deposit. Business administrators will then need to grant access to mobile banking to the business users they would like to use this feature.

Which mobile devices/smart phones are compatible with Mobile Deposit?

  • The Pathfinder Bank Mobile app is needed for Mobile Deposit. The app is currently available for Android™ and iOS® devices. A camera in your mobile device and a connection to the Internet is required in order to use Mobile Deposit. Service may be limited depending upon your local carrier. 

What version of the Mobile app do I need to use Mobile Deposit?

  • Mobile Deposit is a feature included in the most recent version of our Pathfinder Bank Mobile app. If you don't see "Deposit" as a menu option after being enrolled, download our latest app.

How does Mobile Deposit work?

  • Login to the mobile banking app and follow these steps:
    1. Verify that the check has been endorsed properly and that is it an eligible check. To help ensure the check can be processed, please make sure the check is not ripped or damaged. Choose an area with good lighting to take the picture of your check.

    2. From the Accounts tab, click the + sign in the bottom right corner of your screen and then click the Deposit button.

    3. Follow the instructions to take pictures of the front and back of the check, ensuring that all four corners of the check are captured in the image.

    4. Verify that both images have been captured and that the deposit amount, account and date of deposit are accurate and then submit to complete your deposit.

Can I split a Mobile Deposit between two accounts?

  • No, a check can only be deposited to a single account. After the deposit has cleared, you may then transfer funds between multiple accounts.

Can I make a deposit to a savings account?

  • Yes, mobile deposit now offers the option to deposit into a checking account or a savings account.

How should I endorse the check?

  • To make a Mobile Deposit, please endorse your check as you normally would for any other deposit. Pathfinder Bank requires specifying "mobile deposit" under your signature. In some instances, checks may also include a box that says "mobile deposit" on the front or back. That box MUST be checked. Without this endorsement, the deposit will be rejected.

Do I need to take a picture of both the front and the back of the check?

  • Yes. In order to successfully complete a Mobile Deposit, you must take a picture of the front and back of the check.

How do I orient my check when I take the picture for Mobile Deposit?

  • Your check should be positioned in landscape format for the image to be accepted for Mobile Deposit.

Do I need to complete a deposit slip for my check?

  • No, you can skip the slip with Mobile Deposit. All of the information gathered from a deposit slip will be captured electronically.

Can I deposit any type of check with Mobile Deposit?

  • Pathfinder Bank Mobile Deposit can accept most check types, including two party (personal), payroll, and government checks. Mobile Deposit will only process checks that have been issued in the United States of America.

Can I deposit a check from a foreign country through Mobile Deposit?

  • No, Mobile Deposit will only process checks that have been issued in the United States of America.

Can I deposit a Money Order or Traveler's Check through Mobile Deposit?

  • Yes, Money Orders and Traveler’s Checks may be deposited electronically through Mobile Deposit.

May I make a Mobile Deposit with a check made payable to a joint owner on my account?

  • Yes. As long as the individual is a joint owner on the account and the check has been properly endorsed, the check can be deposited.

What are the Mobile Remote Deposit Limits?

  • Personal:
    • Maximum value of each check deposited: $2,500.00.
    • Daily Mobile Deposit limit per account: $2,500.00.
    • Monthly Mobile Deposit limit per account: $5,000.00 
  • Business:
    • Maximum value of each check deposited: $5,000.00
    • Daily Mobile Deposit limit per account: $5,000.00
    • Monthly Mobile Deposit limit per account: $10,000.00

Is there a limit to the number of checks I can deposit through Mobile Deposit?

  • You may only deposit one check at a time and checks may only be deposited into an eligible Pathfinder Bank account. However, there is not a limit to the number of checks you can deposit in a single day through Mobile Deposit as long as the value limit is not exceeded.

Is there a fee associated with making a Mobile Deposit?

  • No, Mobile Deposit is a free service made available through the Pathfinder Bank Mobile Banking app.

How do I know that my check has been successfully deposited?

  • If the deposit is made before 3:00 PM EST on a business day that we are open, you will see an entry stating “Remote Deposit” in your online banking by 6:00 PM that day. Holds will be placed in accordance with Pathfinder Bank's Funds Availability Policy. We reserve the right to reject any item transmitted through the Mobile Deposit services, at our discretion.

When will my funds be available after making a Mobile Deposit?

  • Generally, $300 of the funds will be available to you once the entry posts and the remainder of the funds will be available to you on the 2nd business day following your deposit. Deposits made after 3:00pm, or on a day the bank it not open, will be processed on the next business day and available during the business day after that. All deposits are subject to review. We reserve the right to reject any item transmitted through the Mobile Deposit services, at our discretion.

What do I do with my check after making a Mobile Deposit?

  • Once you have verified your mobile deposit has been properly credited to your account; you agree to retain the check for at least 30 calendar days from the date of the image transmission. After the 30 calendar days are up, you agree to destroy the check that you transmitted as an image, mark it “VOID,” or otherwise render it incapable of further transmission, deposit, or presentment. During the time the retained check is available, you agree to promptly provide it to Pathfinder Bank upon request.

I receive an error message when trying to deposit my check.

  • For the security of your account and accuracy of your account transactions, Mobile Deposit will conduct several tests to ensure your check complies with the Federal Reserve standards for clearing check images. To support the check's image quality, ensure that you take the picture of the check in a well-lit environment, the check is not torn or distressed and that the handwriting is clearly legible. Also, ensure that the amount of the check matches the amount that you entered manually on the Deposit screen. If you continue to experience difficulty, please visit your local Pathfinder Bank office for assistance.

 

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