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YOUR QUESTIONS, ANSWERED.

We want you to get the most out of your banking relationship. Providing easy access to information is one of the ways we’ll help make that happen. Use our Customer Support page to find the answers to your questions or to contact us for the information you need.

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Customer Support

Popular Questions


Apple Pay is an easy, secure and private way to pay for in-store and in-app purchase using the Passbook app on select Apple devices. With Apple Pay, you can leave your NBT Bank card in your wallet and make your purchase using your phone.

Yes. You can view the balances on each account that is linked to your registered debit card(s).

Please go to the Settings page and tap the "Manage Accounts" link. You can now enable or disable the accounts and cards you want to manage. You must manage at least one card and at least one account. Please remember to tap OK to save your settings.

CardValet will only allow up to 20 characters to be inputted in the address field.

Alert settings take effect as soon as the "updating information" message in the app stops.

The app can be found in both the Google Play store and Apple app store as "CardValet".

No, CardValet currently supports personal and business debit cards.

The app automatically logs the user off in 10 minutes.

Yes. Canadian customers are able to use the CardValet service.

The debit card image within CardValet will be the standard NBT Bank debit card design.

A shared card may be controlled by multiple users. For example, both you and your son may have added the card to your respective apps. Even if you turn off the card, he may have turned it back on.

Yes, control and alert preferences perform different functions. If you set control preferences and a transaction gets denied, you will receive an alert notification immediately. But if you want a transaction to go through but still be alerted, you need to set alert preferences.

Logon to the CardValet app and verify your settings. When a transaction is declined, there is no way to approve it using the app. To have the transaction go through, you must change whatever control stopped the transaction in the first place, and then process the transaction again. If you are unsure why your card was declined, please contact Customer Service for assistance.

Yes. If you have registered your child's card within CardValet, you will be able to set restrictions and alerts for their cards.

Threshold limits will only affect individual transactions and not the daily limit. If a threshold is set to $40, the debit card user will only be able to spend $40 per transaction, but will not be stopped from spending more through multiple transactions up to the maximum allowed per day.

CardValet tracks card-based transactions, therefore the deposits that would be tracked and reported through CardValet (and deducted from the "Monthly Spend") would be deposits made at the ATM using your card.

Yes. CardValet will operate on both Android and Apple devices. It is compatible with their most recent software releases, as well as the past two generations. CardValet is not currently optimized for use on tablets.

CardValet sends alerts for all "card present" events, including in-store transactions, regardless of the Do-Not-Disturb setting. This is because the user is expected to be at the store and making the purchase for card present transactions.

If you forget your CardValet password, you can press the "Forgot Password?" button, then:

  • You will be prompted for your login username
  • Enter login username, then press OK
  • A one-time password will be sent to the email address provided during registration
  • If you don't receive an email, check your spam folder
  • Check "Have Reset Token"
  • Enter the token number from the email you received
  • Choose a new password
  • Confirm your new password
  • Press "OK"

If you have forgotten your user name, please contact Customer Service for assistance. At this time, there is not an option to retrieve your user name within CardValet.

You need to enter the same level of detail entered for the original card. This information generally includes the card number, address, ZIP code, expiration date, and CVV/CVC code. Secondary authentication includes: security token sent in an email, last 4 digits of the social security number, or a PIN'd transaction amount performed in the past 72 hours.

Yes. International transactions can be blocked using the "International" location control. Transactions will be limited to the United States.

Yes, however you will still need to notify NBT Bank of your travel plans. If international travel is enabled within the app and the bank is not notified, transactions will still be denied.

If you travel outside of the five mile radius set by the "My Location" setting your card transactions may be declined. If this is the case, please contact your local branch or Customer Service for assistance.

No, the location restriction only applies to in-store purchases.

Yes, transactions can be restricted by region (zip code) or by proximity of your primary device.

After each failed login attempt, you will receive a "Login Failed. Please enter username and password" message. After the third failed login, the system will lock you out for 30 minutes. If you wish to be unlocked prior to the 30 minute timeframe, please contact Customer Service for assistance.

The low balance alert is controlled on a cardholder level. It can be turned off or adjusted to better suit personal preferences.

CardValet updates your balance under two conditions (a) when you log in, and (b) when you tap refresh. Even if your balance has fallen below the threshold that you have set, it is only updated when you log into the app or tap refresh, which then triggers the alert. So you need to log into the app for the balance to be retrieved and the alert to be generated.

Specific merchant types have been created within CardValet, and these merchant types can be used for controls or alerts via the "Alert Preferences" or "Control Preferences" screen. Each of the merchant types contains various merchant category codes (MCC). Please note that it is possible for a retailer to forward a MCC that may differ from the CardValet merchant type classification. Merchant types currently supported include: Department Store; Entertainment; Gas Station; Grocery; Household; Personal Care; Restaurant; Travel; and Others.

Yes. Specific cards can be "unmanaged" through the Settings option. Un-managing a card does not affect the remaining cards enrolled in CardValet.

My Location is only effective for the enrolled user. To limit the dependent's card, the user can use the Region feature to set usage preferences for where the card can be used. Set location preference to "Region" in the drop down menu, then "Add" a "New Region" to set the map to the area where the card may be used.

CardValet ignores location information that is more than 1 hour old. So, if your phone is off for more than an hour then My Location will not take effect, and the transaction will not be denied on the basis of the old location information.

The "My Location" control will check to ensure the merchants location is within a five miles radius of your "primary" device. These controls affect in-person transactions only and will not affect internet transactions. Transactions attempted outside of this 5 mile radius may be declined.

No. If you cannot find your debit card, or suspect it has been stolen, please contact your local branch or Customer Service to report it so that they may also assist you with a new card order.

There is no limit on how many cards you can register within a single CardValet application.

CardValet passwords must be at least eight (8) characters in length and must contain at least: one (1) upper case character, one (1) lower case character, one (1) number and one (1) special character.

The Bank's standard ATM and POS purchase still apply. To request an ATM or POS limit increase, please contact your local branch for assistance.

Push notifications are sent to the phone number CardValet has on record. You will not receive notifications if you have turned the function "off" within CardValet, or if the push notification setting in your phone is disabled.

No, recurring transactions will not be affected and will continue to process normally.

There is a minimum time that must elapse between consecutive balance refreshes. Further, when you tap refresh, sometimes it may take several seconds to update the balance from NBT. You need to tap refresh or go back into the account details a second time to see the balance update in this case.

The region shows the approximate area where the card can be used. CardValet can typically map the transaction down to a Zip Code or City. If the city or Zip Code of the merchant overlaps with the selected region in the map, then the transaction can still go through. There are instances where a merchant location cannot be mapped down to a Zip Code or City, in which case CardValet will default to a State-level match.

Only one user can register using a unique card number. Once you have registered using your card, you can add your dependent cards using the "Add Card" feature of CardValet to control and monitor all your debit cards from NBT Bank.

If the card number is new, then the user must "add" the new card number to the user's profile. In addition, the user may delete the old card by accessing Settings > Manage Accounts.

Restrictions can be set up for certain merchant types, but not for individual retailers. Please be aware that the merchant codes presented may differ from the ones you might associate with a particular merchant. An example of this would be Costco identifying their merchant type as a "Department Store" yet you have restricted "Grocery Store". In this example, the transaction would be approved because the merchant types weren't identical.

"Server Unreachable" error means that the CardValet application could not connect to the CardValet server that communicates with NBT Bank. Please tap on the bar again - sometimes the server is unreachable when your network connectivity is weak or intermittent, and retrying the connection by tapping on the "server unreachable" message connects the application to the server. If the problem persists, you may have to kill the application and restart it. If the server is down for maintenance, the problem may persist and you may have to try later.

There are some merchant types where a merchant will pre-authorize the card for an amount that may be larger than the actual transaction amount. Examples include Gas Stations, Hotels, Car Rentals, Equipment Rentals, etc. - similarly many situations where you present a card and receive a service before paying for it. In such cases, a merchant may "pre-authorize" your card for a higher amount than the actual transaction - it is just a Hold on your account, the money is not actually charged to your account at that time. But in such cases, the pre-authorization may fail if the amount is greater than the limit.

CardValet only shows the transactions that are performed with the card. It does not show the transactions that are done on the account without using your card, such as teller transactions.

CardValet allows you to control your card and set rules for where it cannot be used. However, even if a transaction is consistent with the usage policies that you have set, it may be declined for other reasons - for example the transaction violated fraud rules or you do not have sufficient funds, etc. A transaction that fails your control rules will be declined, but a transaction that passes your control rules is still not always guaranteed to be approved.

Yes. A "Do Not Disturb" time can be set that will stop most notifications being sent during that time. Transaction denial and in-person transaction notifications will still be sent. Notifications can also be accessed under the "Messages" tab within the CardValet app.

Off and On settings should take affect immediately as long as service is available for your mobile device.

For your Checking and Savings accounts, you can see the "Available Balance" and "Current Balance". Available balance reflects the actual amount that a user can still spend on the account while current balance reflects the balance as shown in the ledger, not including pending transactions.

You must create a unique Login Account for each Financial Institution, though you can use the same application. Each Login Account is applicable for a single Financial Institution. In the login page, the Logo of the last logged-in Financial Institution shows.

The card continues to display in the settings/Manage Card screen. When a card is unmanaged, the card is no longer tracked for transactions and no longer displays when the user logs into CardValet.

No, you must create separate login credentials - including user name and password - for CardValet. These login credentials are not shared with any other system and are unique to CardValet.

You should turn on location tracking in your mobile device. My Location only takes effect if (a) location tracking is enabled in the mobile device, (b) location tracking is enabled for CardValet application, (c) My Location is enabled for control or alert on a card, and (d) device is primary for the user.

Yes. Copies of all notifications are located within the "Message" tab located within the CardValet.

CardValet is a mobile app and fraud mitigation tool for our cardholders. CardValet gives you the freedom to manage and customize your card usage and settings from the convenience of a smartphone.

A Chip Card, which may also be referred to as an EMV card or smart card, is a debit or credit card that contains an embedded microchip that enhances the security of cards during card-present transactions. These cards use a security standard originally developed by Europay, MasterCard and Visa (EMV) as a way to fight the growing problem of card fraud resulting from counterfeiting and lost or stolen cards. Chip Cards are designed to work with chip-enabled terminals using EMV technology. Transactions become more secure because the chip produces a single-use code that validates your transaction when you try to make a purchase. Because Chip Card Technology is a global payment standard, chip cards can be used around the world offering you greater convenience.

Traditional credit and debit cards in the U.S. have used a magnetic stripe on the back of the card. The stripe contains cardholder data that doesn’t change. In the wrong hands, this data can be skimmed or copied and used to make counterfeit cards, which can then be used to commit fraud. Chip Cards contain a computer chip that creates a unique transaction code for each purchase, and the card is customized for each cardholder. This technology protects against card-present fraud. Chip Cards will still have a magnetic stripe on the back because not all businesses are expected to convert their card-reading payment terminals to chip-enabled terminals right away.

  • To Make a Purchase at a Merchant. Simply insert your NBT Bank Debit Card into the front of the card reader with the chip facing up. Leave your card in the reader and follow the prompts on the screen. If a signature is required, simply sign when prompted and always remember to take your card when your transaction is complete. If a merchant has not made the transition to a Chip-Enabled terminal, you can still simply swipe your card and sign to complete your transaction just like you do today.
  • At an ATM. For ATM transactions, you will insert your card into the reader and follow the instructions on the screen. Depending on the type of ATM, they might be prompted to re-insert your card. You will leave the card in the ATM until the transaction is complete and the card is released. Please remember to remove your card from the ATM after completing your transaction.
  • Online and by Phone. You can make online, in-app and by phone purchases with your new Chip Card just as you normally would.

Yes. When both the card and the card reader are EMV-compliant, Chip Cards are more secure than magnetic stripe cards. Chip cards use microchip technology that produces a single-use code that validates your transaction. If data were somehow stolen from a chip card transaction, it could not be used to make another card or purchase because each transaction is unique. Magnetic stripe cards do not use this process and have been targets of criminals who can skim this information and create counterfeit cards for fraudulent use.

No. While many merchants already have made the necessary changes, many others have yet to do so. Your new NBT Bank Debit Card featuring the Chip Card Technology is an acceptable form of payment at all payment terminals wherever Visa is accepted.

Yes. Chip cards will continue to have a magnetic stripe on the back, which will allow you to use your card if a merchant has yet to update its card readers.

Yes. Chip Cards are the standard in much of the rest of the world, including frequently traveled places such as Europe, Canada and Mexico. In the U.S., Chip Cards will continue to have a magnetic stripe on the back so they can be processed by merchants who have yet to convert their card readers to process chip-enabled transactions.

We will be rolling out chip cards to all of our personal and business NBT Bank Debit Card cardholders in phases over the next several months, so there is no need to request one. You will receive your new card in the mail before your current card expires.

You can use your current card until you get your chip card. At that time, activate your new chip card and start using it. Be sure to destroy your old card by cutting it up or shredding it.

For most customers, your card number will not change when your new Debit Card is issued. If we have made the decision to issue you a new card number, you will be notified in advance of your receipt of the new card.

Customers whose debit card numbers remain the same with the receipt of their new Chip Card will not have to choose a new PIN. If you do receive a new debit card number, you will need to assign a new PIN.

Yes. Your new NBT Bank Debit Card with Chip Technology is compatible with Mobile Payments, including Apple Pay®, Samsung Pay® and Android Pay.

While NBT Bank encourages your creativity and ability to personalize your card in a way that speaks to you, please refer to our Image Guidelines to ensure your image is in line with the service criteria. NBT Bank does reserve the right to reject any image/photograph submitted at its absolute discretion.

The cost of creating your personalized debit card will be charged to the primary checking account tied to your NBT Bank Debit Card. If you do not have enough funds to cover the fee(s), your MyCardCreation request may not be processed.

When NBT Bank renews your debit card upon expiration, you will receive your personalized renewal card with the same image and card number at no charge. If you wish to change your card image prior to renewal, you must place an order for a new MyCardCreation design at least 45 days prior to your card’s renewal. If you choose to have a new MyCardCreation design, there will be a $9.95 charge for your new image.

Yes. Your personalized card will serve as the new debit card for your account. Upon receipt of your new card, you are strongly encouraged to destroy your old card.

Generally, the same card number will be used. However, NBT Bank may issue a new card number when providing your MyCardCreation card.

Yes, please use the contact information and address currently on file with NBT Bank when processing your MyCardCreation order. Your MyCardCreation personalized debit card will only be shipped to the address on file with NBT Bank. If this information needs to be updated, please log in to NBT Online Banker to update your contact information under the “Other Services” tab prior to placing your card order.

Upon approval of your card image, please anticipate delivery of your personalized debit card in 7-10 business days at the address specified.

If your selected image is denied, you will receive an email from NBT Bank Customer Service indicating that your order cannot be processed. You may submit a new image that follows the image guidelines following the notification.

With MyCardCreation you may change the image on your debit card as often as you like. Each MyCardCreation order will cost $9.95, charged to the primary checking account associated with your debit card.

No. Your PIN will remain the same. If you would like to update your PIN, please visit your local NBT Bank office for assistance.

No, the MyCardCreation service is only available for NBT Bank Debit Cards at this time.

Yes. NBT Bank Business Debit Card holders may use an appropriate image of their business or their logo on their personalized debit card.

In the event your card is lost or stolen, NBT will issue a replacement card to you with a new card number (replacement card fees may apply, see Pricing Schedule). After a replacement card has been issued, you may request a personalized debit card using the new card number and the same image that was on your prior card for a cost of $9.95. If you would prefer to change your card image, you will need to place a new MyCardCreation order at a cost of $9.95.

You should receive your NBT Bank Debit Card within seven to ten business days from the date you place your order.

You can request a new consumer NBT Bank Debit Card by contacting our Call Center at 1-800-628-2265 or by visiting the nearest branch. A business customer can request a new card by filling out an application at the nearest branch.

If you forget your PIN or want to change it, you can create a new PIN by calling 1-800-567-3451.

If you believe your NBT Bank Debit Card and/or PIN has been lost or stolen or that someone has transferred or may transfer money from your account without your permission, you can contact your local branch or our Call Center at 1-800-628-2265.

If your card is lost or stolen after our normal business hours, call 1-800-628-2265 and select the option to report a lost or stolen card.

Generally, the daily limit is $600 for an NBT Bank Debit Card when a PIN is used and up to $10,000 of your available balance if you select the credit card option and sign for a purchase. However, limits can vary based on your account type. Please contact your local branch for details.

The limit for an NBT Bank Business Debit Card is set during the application process.

Please submit our secure, online Debit Card Travel Notification Form at least two business days prior to your departure. You may also contact Customer Service or your local branch.

Yes. You may easily enroll your NBT Bank Visa Debit Card in Verified by Visa before using your card to make online purchases. Enroll or Manage your account now.

Yes. NBT Bank works diligently to help protect its customers from fraud and identity theft. Verified by Visa is an added layer of security to help prevent fraudulent purchases from happening online, allowing you greater peace of mind while shopping online.

No. The added security of Verified by Visa is complementary to all NBT Bank Debit Card holders.

No. Once you have completed the enrollment process, Verified by Visa will remember your card information and personal password for verification with your purchases with any participating online store.

To reset your password, log into the Manage Your Account page. After login, complete the prompts to create a new password.

No. Participation in the Verified by Visa program is voluntary. However, if you choose not enroll you may no longer be able to use your NBT Bank Debit Card to shop online with the participating retailers.

The next time you check out at a participating merchant, you will be prompted with an authentication page to complete registration. During the authentication process you will create a password to be used during the verification process for future online purchases. You may also enroll your card now.

If you have forgotten your password, select the "Forgot Your Password" prompt at checkout or on the Manage Your Account page accessible through the Verified By Visa page on our website. You will then re-enroll your NBT Bank Debit Card in the Verified by Visa program to establish new login credentials.

If your NBT Bank Debit Card number has changed, you will need to re-enroll your card in the Verified by Visa program. If your card number has not changed, no action is required.

Look for the Verified by Visa logo on the online retailer's web site to see if they participate in the program in advance of making your purchase.

Debit cards are automatically enrolled in SMS Fraud Alerts when we have your mobile phone number on record.

NBT Bank will issue an enrollment text message for each of the ATM or Debit Cards associated with your mobile phone number. You only need to respond once to enroll all of your cards in this fraud monitoring service.

Protecting our customers’ accounts from fraud is a top priority for NBT Bank. Therefore, we will take every opportunity to ensure you have access to services that can help prevent identity theft and fraudulent activity. All new accounts with debit cards attached are automatically enrolled in SMS Fraud Alerts. You can opt-out of this service by replying STOP to an alert that you received.

As a reminder, it is a best practice to keep your contact information and primary address up-to-date so you may receive timely communication and support regarding your accounts.

NBT Online Banker for Business customers will only need to enter a One Time PIN once if you check the "Please recognize this computer when I log in" box. If you do not check the box to recognize this computer for future transactions, you will need to receive a One Time PIN each time you attempt to use NBT Online Banker.

*Note: If you checked "Please recognize this computer when I log in" and you continue to be prompted for a One Time PIN every time you login, please review the security settings in your browser to ensure that cookies and cache are not being cleared when ending a browsing session.

Additionally, any of the following could cause this:

  • You're using a new computer or one you haven't used before.
  • You've switched to a new browser or changed your browser settings.
  • You've deleted your cookies.
  • You've modified your computer, its operating system, or its software settings.
  • Your internet provider changed its system settings affecting our ability to recognize your device.

If we observe a change in your online access patterns, you will be asked to enter a One-time PIN to access your NBT Online Banking account. Online functions that require a One Time PIN are those that could potentially compromise your security or privacy. These include:

  • Logging in from an unrecognized device
  • Updating contact details or One Time PIN delivery details
  • Changing login ID details

Transfers can be canceled or edited prior to their initiation while they are in a Pending status. Once a transfer has been initiated, it will change to a status of In-Process and will no longer be subject to cancellation or editing.

The cut-off time for submitting a transaction is 4:00 PM. All transactions submitted after 4:00 PM, Mondays through Fridays or on weekends or bank holidays will be processed the next Business Day.

At this time, you can transfer funds between personal checking, savings, money market checking or money market savings accounts held at any commercial bank or credit union nationwide that is able to accept ACH transfers. You can also transfer funds from your account at another financial institution to pay your NBT Bank loan.

No, when using this service to transfer money, the system will not support transfer requests between two external accounts; one of your NBT Bank accounts must either be the To or the From account. Transfers between two NBT Bank accounts can be completed using the Transfer tab in NBT Online Banker.

NBT Bank Transfers funds electronically via the Automated Clearing House (ACH) secure network. This is the same network used by the Federal Reserve Bank to clear checks between financial institutions. NBT Bank submits a request to the ACH network to transfer funds between the accounts you've specified. ACH then uses its secure channels to complete the transaction. This is the same process used by employers to make payroll direct deposits.

No, you cannot use the External Account Transfer service to transmit funds to financial institutions outside of the United States.

For additional security of your funds, limits of $2,000/week and $5,000/month have been established on how much money can be transferred during various time periods.

The following accounts are not eligible for the NBT Bank External Account Transfer Service:

  • Individual Retirement Accounts (IRAs)
  • Custodial and/or Trust Accounts
  • Business Accounts
  • Certificate of Deposits (CDs) or other time-based accounts
  • External Loan Accounts (including credit card and equity accounts)

You may have other accounts that are ineligible for this service due to restrictions specific to your external financial institution(s). If in doubt, please contact the other institutions you have a relationship with to ensure that your accounts are eligible for External Account Transfer services.

No, at this time you cannot use the External Account Transfer service to transfer funds to another NBT Bank customer. This service will be added to NBT Online Banking in a future enhancement.

NBT Bank's External Account Transfer service is available to customers through NBT Online Banker and NBT Bank Mobile Banking. Just sign in to your NBT Online Banker account and go to the Transfers tab and click the Recipients sub-menu. Once there, click the Add Recipients button and enter the requested account information and follow these steps.

  1. Accept Terms and Conditions. The first time you add an external account, you will be asked to review and accept the Terms and Conditions for this service.
  2. Verify Accounts. We use the Trial Deposit method to verify your accounts. We will make two small deposits using our funds and a withdrawal for an amount equal to the deposits to your external account. The deposits will be made within 2-3 business days. After 2 or 3 days, check with your external institution either online or by another method to identify the amounts of the deposits.
  3. After obtaining the deposit amounts, log in to your NBT Online Banker account. On the Recipients screen located within the Transfers tab, there will be a list of accounts awaiting validation. Click on the "verify" link and you will be prompted to enter the deposit amounts made to your account. Note: You will have two attempts to enter the deposit amounts correctly.
  4. Once you successfully enter the correct deposit amounts, your account will be immediately available to conduct transfers. All external accounts will be conveniently listed on the Account Balances screen in NBT Online Banker.

Transactions are processed on the date you specify up to a year in advance. Transactions will take approximately three (3) business days to process. If a transaction is scheduled to process on a weekend or holiday, it will be processed the next Business Day.

Once you have successfully added an external account, there are two ways for you to complete a transfer:

From the Account Balances screen:

  1. Select the plus sign in front of the financial institution you want to transfer funds from.
  2. In the drop down menu, select the financial institution you want to transfer the funds to.
  3. Enter the dollar amount you would like to transfer.
  4. Click submit. You will be prompted to receive a One Time PIN via one of the contact methods you have chosen. (See One-time PIN FAQs for more information)

To verify the transfer has been initiated by you, you will be required to enter your One Time PIN in the box shown on-screen to complete the funds transfer. We will send your One Time PIN to you via the contact method you selected when enrolling in that service. Enter your One Time PIN in the box shown on-screen to complete the funds transfer.

From the Transfers Tab

  1. Select a From and To account, enter the amount and transfer date. Your verified external account(s) will display in the standard transfer drop down menus. Select the account you want the funds transferred to or from.
  2. Upon clicking submit, you will be prompted to receive a One Time PIN via one of the contact methods you have chosen. (See One-time PIN FAQs for more information)

To verify the transfer has been initiated by you, you will be required to enter your One Time PIN in the box shown on-screen to complete the funds transfer. We will send your One Time PIN to you via the contact method you selected when enrolling in that service. Enter your One Time PIN in the box shown on-screen to complete the funds transfer.

You can use this service to electronically transfer money between your account(s) at NBT Bank and your account(s) at various financial institutions within the United States using NBT Online Banker or NBT Bank's Mobile Banking service. You can also transfer funds from your account at another financial institution to pay your NBT Bank loan.

We do everything possible to protect your security and maintain the integrity of the payments network. The account verification procedures are safeguards that help us make sure nobody sets up your accounts or transfers funds between accounts but you.

If your statement shows transactions that you believe you did not authorize, tell us at once. Telephoning is the best way of keeping your possible losses down. We must hear from you no later than 60 days after we sent you the first statement on which the error or problem appeared. You can contact your local branch or our Call Center at 1-800-628-2265.

Same-Day Availability

  • Funds from electronic direct deposits, wire transfers and the following deposits if made in person to one of our employees will be available on the day of deposit:
    • Cash
    • On-us official checks
    • On-us money orders. 

Next-Day Availability

  • Funds from the following deposits are available to you on the first business day after the banking day of your deposit if you make the deposit in person to one of our employees and the checks are payable to you:
    • U.S. Treasury checks
    • Federal Reserve Bank checks
    • Federal Home Loan Bank checks
    • U.S. Postal money orders
    • State and local government checks
    • Cashier’s, certified and teller’s checks
    • Checks drawn on NBT Bank and
    • Checks drawn on all other U. S. banks.

In some cases, we may delay your ability to withdraw funds beyond the schedule outlined above in accordance with the NBT Bank Funds Availability Policy, which is available in the Consumer Deposit Account Agreement. Then, the funds will generally be available between the 7th and 9th business day after the banking day of deposit, depending on the type of hold placed on your account.

Merchants can place holds on debit card accounts to protect themselves against fraud, error or loss. For example, a hotel may put a hold on a certain amount when you use a debit card to reserve a room. You will not have access to that amount until the hold is removed, which generally happens once the actual charge is processed.

There are several ways to order additional checks:

  • Call our automated voice response unit at 1-800-628-2265 and select Option 6
  • Log in to NBT Online Banker, click "Other Services" and then click "Reorder Checks"
  • Speak with a teller or customer service representative at your local branch
  • Contact our Call Center at 1-800-628-2265

If you are reordering checks, setting up a direct deposit or automatic payment or preparing a wire transfer, you will likely be asked to provide an "ABA number" (ABA stands for American Bankers Association). ABA numbers expedite the processing of debits and credits between financial institutions.

  • If you are reordering checks, refer to the bottom of one of your current checks. The ABA number will be the nine-digit number at the bottom to the left of your account number.
  • If you are trying to set up a direct deposit or automatic payment or are preparing a wire transfer, you should use the ABA routing number for NBT Bank: 021303618.

For International Wires our NBT Bank Swift / BIC code is NBTNUS31

  • Dial 800.628.2265
  • Select Option 2 for our automated NBT Banker Line
  • Press 1 and then 1 again for Automated Banking Services

After this, follow the prompts for entering your Social Security number and PIN. (NOTE: this is not your NBT Bank debit card PIN number).

Call the NBT Banker Line at 800.628.2265. After entering your Social Security number and your PIN: (NOTE: this is not your NBT Bank debit card PIN number).

  • Select Option 1 for Checking or
  • Option 2 for Savings
  • Press 2 for Account History
  • Press 4 to search by a specific transaction
  • Press 1 to search by check number

If you do not locate the check by its check number and your balance indicates the item has cleared you can search by the specific dollar amount of the check:

  • Press 2 for Account History
  • Press 4 to search by specific transaction
  • Press 2 to search by dollar amount

Note: If your check was processed electronically, you will need to search by the specific dollar amount of that check.

Your PIN for the NBT Banker Line is a four-digit number that you select the first time you call (this number cannot contain the last four digits of your Social Security number).

  • If you forget your PIN, contact our Call Center at 1-800-628-2265 and the PIN will be reset.
  • If you know your PIN and want to change it press option 5 after entering your Social Security Number and existing PIN number on the NBT Banker Line (800.628.2265).

Call the NBT Banker Line at 800.628.2265. After entering your Social Security number and PIN (NOTE: this is not your NBT Bank debit card PIN number), select Option 4 for Transfers. The system will ask you for the "from" account number, the "to" account number and the transfer amount. When the transfer is completed, the system will provide confirmation.

If you are not an active user of Bill Pay, you will find the option to enroll in Popmoney by scrolling to the bottom of the page and clicking on the link "What Else Can I Do?". On the next screen you will find the option to enroll in Popmoney.

No, you must login to NBT Online Banker from a desktop computer to complete enrollment in Popmoney.

If your payment is made electronically, payment will be received in 2 to 3 business day after posting to your account. If your payee does not accept electronic payments, a check will be generated and the payment will be received on the date specified within Bill Pay.

Transfers submitted after 10:00 p.m. will be posted to your account the next business day. All other transactions except loan payments submitted after 4:00 p.m. will be posted to your account on the next business day. Loan payments submitted after 4:00 p.m. will be reflected on your account in two business days.

NBT Online Banker is our internet banking service which provides you with convenient access to your accounts 24/7. With NBT Online Banker you can:

  • View account information, history and eStatements
  • Transfer funds between your NBT Bank accounts
  • Pay your bills
  • Order checks
  • Initiate a stop payment and
  • e-mail your questions to customerservice@nbtbank.com

Account history can be viewed within the system for 180 days back from the current date. Your account history will begin building on the day your Internet banking account is activated.

In order to enroll in NBT Online Banking, you must have an active NBT Bank checking account. To enroll:

  • Navigate to nbtbank.com and select "NBT Online Banker" in the account Login section
  • Click on "Enroll for NBT Online Banker" below the "Sign In" button on the log in page
  • Follow the prompts

Do you want to take a tour of NBT Online Banker before enrolling? Click on the “Test Drive” button for a demonstration of the system. Don't have a checking account? Open an account online now or visit one of our offices.

If you select Account Access with Bill Payment, you will be able to make payments to specific payees electronically just as you would by handwriting a check from your checkbook. When a bill payment is initiated using the service, your account is debited for the amount stated on the date that you specify. Payments are made electronically or by check as determined by Check Free. You can make one-time payments or set up recurring payments.

You can cancel or modify any bill payment before it is posted to your account. Posting to accounts will take place at 4:00 p.m. on normal business days.

To cancel or modify a payment:

  • Click on “Bill Payments” after logging into NBT Online Banker to enter the Payment Center
  • In the “Pending Payments” section of the Payment Center, click on “Change” or “Cancel” then follow the prompts.

You can cancel or modify a recurring payment using the same process.

Select the “Bill Payments” option at the top of the NBT Online Banker screen.

  • A message will appear indicating that you have not yet set up your account to use Bill Payment.
  • Please read the important disclaimer, check the “I Accept the Disclaimer” box and click the “Submit” button. You will then be able to set up your bill payment payees.

To add payees, select the “Manage Payees” option and

  • Click the “Add a Company or Person to Pay” button.
  • Enter the name of the payee and click the “Search” button to see if the payee is listed.
    • If your payee is available on the pre-determined list, select the payee, enter your account number with the payee and click the “Save” button.
    • For payees not on the pre-determined list, simply click the “Enter the info for ‘payee name’ ” button. You will need to provide the following information:
      • Name of the payee
      • Your account number with the payee
      • Nickname for the payee
      • Mailing address of the payee
      • City, state and zip
      • Phone Number for the payee
      • Click the “Add Bill” Button

Once you have provided this information, you can make a bill payment from the Payment Center.

Changing your Login ID is quick and easy from within your NBT Online Banker Account:

  • Select the “Preferences” option at the top of the NBT Online Banker screen
  • Click the “Change Login Id” option
  • Enter your new Login Id
  • Confirm your new Login id
  • Click Save

No. You can sign up for Account Access Only or Account Access with Bill Payment. Either option is available without a fee.

eStatements are a paperless solution to quickly and securely view account statements online. To enroll simply select the Statements option under Accounts within NBT Online Banker and follow the easy instructions.

Just follow these simple steps to easily enroll in eStatements:

  • Log in to NBT Online Banker
  • Select the "Statement" tab in the gray navigation bar
  • Read and accept the Online Statement Agreement
  • Confirm or update your e-mail address to receive alerts
  • Select your Account
  • Click the Enroll button

It may take several seconds for your statement to open. If your statement does not display after several seconds, customers using Internet Explorer 9 may need to activate Compatibility View. From within Internet Explorer 9, either click the Compatibility View button on the Address bar or:

  • Select Tools > Compatibility View
  • Then, select the Statement option from within NBT Online Banker and open your statement again.

Additionally, you should verify that you have the latest version of Adobe Reader installed.

If three of your security questions are answered incorrectly, your NBT Online Banker will be automatically locked to protect your account from unauthorized access. Please contact the Customer Service Center at 800.628.2265 for assistance or do the following:

  • Select Online Banker in the Account Login dialog box
  • Enter your id and click the "Forgot your password" link
  • Select the "click here to receive a new password" link to confirm that you would like to reset your password
  • A temporary, one-time password will be sent to the e-mail address on record for your login ID.
  • After logging in with the one-time password, reset your password

Simply go to nbtbank.com and use the account login box in the top right of the page.

Changing your password is quick and easy from within your NBT Online Banker Account:

  • Select the “Preferences” option at the top of the NBT Online Banker screen
  • Click the “Change Password” option
  • You will be prompted to:
    • Enter your current password
    • Enter your new password
    • Confirm your new password
    • Click the “Submit” Button

Once you have completed this process, your new password will be active.

After three failed attempts to log into your NBT Online Banker account you will need to reset your password. You can do this easily and securely using the following steps:

  • Select Online Banker in the Account Login dialog box
  • Enter your id and click the "Forgot your password" link
  • Select the "click here to receive a new password" link to confirm that you would like to reset your password
  • A temporary, one-time password will be sent to the e-mail address on record for your login ID.
  • After logging in with the one-time password, reset your password

You can also contact our Customer Service Center at 800.628.2265 for assistance.

You must have Internet access and a web browser with 128-bit encryption. We support the current version and one version back of Internet Explorer, Firefox, and Safari.

NBT Online Banker operates using a combination of industry-approved security technologies to protect data for the bank and for you, our customer. It features password-controlled system entry, a DigiCert issued certificate for the bank's server, Secure Sockets Layer (SSL) protocol for data encryption, and a router loaded with a firewall to regulate the inflow and outflow of server traffic.

NBT Online Banker is our internet banking service which provides you with convenient access to your accounts 24/7. With NBT Online Banker you can:

  • View account information, history and eStatements
  • Make your payment
  • Initiate a stop payment and
  • Email your questions to customerservice@nbtbank.com

    Contact Us

    Call Center Hours of Operation:
    7:00 a.m. - 7:00 p.m. M-F
    9:00 a.m. - 12:00 p.m. Sat.

    Hours of operation exclude federal holidays.

    Questions or inquiries received during non-business hours will be processed on the next business day.

      REPORT A LOST OR STOLEN CARD     

    Travel Plans?

    Attending a conference or taking a business trip? Contact us to ensure debit card transactions are not blocked while you are traveling.



    Mailing Address for General Use:

    NBT Bank
    PO Box 351
    Norwich, NY, 13815

    Mailing Address for Loan Payments:

    NBT Bank Loan Operations
    P.O. Box 149
    Canajoharie, NY 13317

    Legal Services Support:

    NBT Bank
    PO Box 351
    Norwich, NY 13815
    Fax: 607-334-2178
    legaldisclosure@nbtbank.com


    Send a Message

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