In order to take advantage of all features in the NBT Mobile Banking App, you need to have the latest version of the app installed on your mobile device. We encourage you to check your update notifications on a regular basis to ensure you can take advantage of improvements and new features as they become available.

To view additional detail on a single transaction on your account, click on the specific transaction you would like to learn more about and the transaction will expand to include additional details for your reference.

NBT Bank offers three convenient and secure ways to access your personal bank accounts from your mobile device:

1. through SMS text message;
2. through your mobile device's web browser, or
3. through an application available for Apple^® and Google^® devices.

There are a number ways to get assistance with NBT Bank Mobile Banking:

• Browse our Mobile Banking Frequently Asked Questions
• Visit your local NBT Bank Office
• Contact the Customer Service Center at 800.628.2265
• Make use of the in-app message center

Yes. You can easily pay bills using Mobile Banking.

Once you have selected your Payee (or bill you wish to pay) within Mobile Banking, you will be prompted with a drop-down menu to select the account you would like to use to pay your bill. You will then select the amount you wish to pay, and on which date the payment should be delivered. Click "Submit" to process the payment.

Mobile Banking bill payments are processed to payees immediately or as scheduled, just as experienced within Online Banking. 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.

Yes, you can use the same mobile phone and phone number to access Mobile Banking for personal and business use.

Note that you will only be able to associate one of the User IDs with Biometric Authentication.

You can change your mobile number by logging into your Online or Mobile Banking and then:

• Select "Profile"
• Click "Profile Updates"
• Click “Contact Information”
• Change the mobile number
• Click the "Update" button

Yes, Mobile Deposit is available to all business customers enrolled in Digital Banking in addition to its availability for personal banking customers.

To make a Mobile Deposit, please endorse your check as you normally would for any other deposit. NBT Bank recommends specifying "For Deposit Only".

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. Our recommendations to meet those requirements include:

• To support the check's image quality
  • Take the picture of the check in a well-lit environment
  • Take the picture in landscape mode
  • Ensure that the check is not torn or distressed
  • Ensure that the handwriting is clearly legible.
• Please also ensure that the amount of the check matches that which you entered manually on the Deposit screen.

If you continue to experience difficulty, please visit your local NBT Bank office for deposit assistance.

No. Mobile Deposit will only process checks that have been issued in the U.S.

If you submit a Mobile Deposit before 6:00pm on a bank business day, your funds will be available the next business day. Deposits made after 6:00pm will be processed the next business day and available the business day following.

Holds will be placed on a case-by-case basis and in accordance with NBT Bank's Funds Availability Policy, which is available in the Consumer Deposit Account Agreement. Holds might not immediately show on the account.

We reserve the right to reject any item transmitted through the Mobile Deposit services, at our discretion.

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

Yes.

Consumer
The total value of all checks deposited in a single day cannot exceed $5,000.

Business
The total value of all checks deposited in a single day cannot exceed $20,000.

Typically, funds from a Mobile Deposit completed before 6:00pm on a business day should be available in your account the next day. If that time has passed and you do not see confirmation of your deposit, please contact NBT Bank Customer Service at 800.628.2265 for assistance.

Yes, you can deposit a money order or traveler's check.

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

Mobile Banking is available through all wireless carriers and for all mobile devices that are SMS text messaging and/or web browser enabled. NBT Bank offers three convenient and secure ways to manage your personal banking needs from your mobile device:

1. through SMS text message
2. through your mobile device's web browser or
3. through an app available for Apple cell phones and tablets and Android cell phones.

There is no difference between Mobile and Online Banking. Once you have enrolled for one, you are free to access all Digital Banking services from any device.

By tapping on the icon in the upper right-hand corner of the application after you have logged in.

Yes, if your mobile device is SMS text message enabled, you can still access your account information through text messages by enabling Text Banking. To enroll for this service:

1. Login to Online Banking
2. Click “Profile”
3. Click “Text Banking”
4. Click “Register Phone Number”
5. Enter the phone number you would like to use for Text Banking
6. Read and Agree to the Terms and Conditions
7. Click “Add”

Yes: Mobile Banking uses the same hardened security infrastructure as NBT Online Banker including HTTPS encryption with 128-bit encryption and none of your personal information is ever stored or cached on your device.

Simply text, HELP to 51081 to get a list of action commands.

The NBT Bank Mobile Banking app will time out after it remains idle for 15 minutes. NBT Bank recommends logging out of the app after each use to protect your financial information.

You have access to the same features within Mobile Banking as you do within Online Banking. This includes:

1. Internal Transfers between your NBT Accounts
2. External Transfers between accounts you own held at external financial institutions
3. Payments to people you trust through Zelle

Mobile Banking transfers between NBT Bank accounts made before 10:00 PM are processed immediately.

For Personal users, you may click on the “Forgot User ID?” link and complete the requested information to have your User ID emailed to the email address on file.

If you are a Business User and forgot your User ID, your Business Administrator should be able to assist you with recovering or resetting your User ID.

If you are a Business Administrator and forgot your User ID, please contact Customer Service at 1-800-628-2265

Your login ID must:

• Be a minimum of 5 characters and a maximum of 26 characters
• Username should not have a “0” as the first character
• Username should not contain special characters (e.g. @,#,&)

Your password:

• Must be a minimum of 8 characters and a maximum of 32 characters
• Must contain at least three of the following: lower case character, upper case character, number, special character (Ex. @, $, &…)
• If you are changing your password from that currently used for NBT Online Banking, it cannot be one of your past three passwords use

There are no fees for these services. The NBT Bank Mobile app is offered free to any NBT Bank customer with an Apple or Android Mobile Device. Mobile Deposit is a free service provided through the Mobile Banking app.

Your carrier's standard text messaging fees and/or data plan fees will apply.

Your Mobile Banking Login ID (username) is the same username that you use to login to NBT Online Banker.

To recover your Login ID

• For Personal users, you may click on the “Forgot User ID?” link and complete the requested information to have your User ID emailed to the email address on file
• If you are a Business User and forgot your User ID, your Business Administrator should be able to assist you with recovering or resetting your User ID
• If you are a Business Administrator and forgot your User ID, please contact Customer Service at 1-800-628-2265

Touch ID is available for any NBT Bank Mobile Banking user that has an Apple device that supports Touch ID and has the feature enabled. The following devices or newer are supported: Generation 1 - iPhone 5S, iPhone SE, iPhone 6, iPhone 6 Plus, iPad Air 2, iPad mini 3, iPad mini 4, iPad Pro 12.9, iPad Pro 9.7; Generation 2 - iPhone 6S, iPhone 6S Plus, iPhone 7, iPhone 7 Plus, MacBook Pro.

Fingerprint Sign-in is available for any Android Device that has a fingerprint scanner, has the Android 6.0 Marshmallow Operating System or later installed and has the feature enabled.

To enable Touch ID on your Apple device or Fingerprint Sign-in on your Android device, navigate to Settings, Touch ID or Fingerprint Sign-in and then Passcode. Ensure that at least one fingerprint is set up within the device before attempting use on NBT Bank Mobile Banking.

If you have Touch ID enabled on your Apple device or Fingerprint Sign-in enabled on your Android device and have a fingerprint enabled, once you download the latest version of the NBT Bank app (v 3.0.8 or newer), the app will prompt you during the login process to decide whether to enable Touch ID or Fingerprint Sign-in for NBT Bank Mobile Banking or not.

Yes, both Android and Apple^® devices support fingerprint authentication. Apple^® through Touch ID and Android through Fingerprint Sign-in.

You may enable Touch ID or Fingerprint Sign-in at any time for your NBT Bank Mobile Banking app on supporting Apple and Android devices. Login to the NBT Bank Mobile Banking app and navigate to Settings.

If you log out of the app it is designed to require you to enter your credentials on the login screen. If you minimize or close the app, and then reopen it, you will be prompted for Touch ID or Fingerprint Sign-in.

If you have not authenticated your device (answered your challenge questions) you will not be prompted to enable Touch ID or Fingerprint Sign-in during the log in process until you have correctly answered your challenge question. Once answered, you will be prompted to enable fingerprint authentication upon your next login attempt.

To deactivate the Touch ID or Fingerprint Sign-in feature for NBT Bank Mobile Banking, log in to the app and navigate to Settings. Under Settings, deselect the Touch ID or Fingerprint Sign-in feature.

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 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.

Log into Online Banking and select “Profile” and “Profile Updates” to update your profile.

Simplifying your banking experience is more important than ever. With eStatements you can:

• securely receive your banking statements online
• make managing your accounts easier
• cut down on clutter and need for hard copy filing

Accessible through Online Banking, eStatements are available for delivery of your checking, savings and loan statements.

Internal Transfers submitted after 10:00 p.m. will be effective on the next business day. Internal transfers submitted prior to 10:00 p.m. will be effective on the current business day.

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

• View account information, history and eStatements
• Transfer funds between your NBT Bank accounts
• Transfer funds between accounts you own at external financial institutions
• Send and receive money from people you trust with Zelle
• Pay your bills
• Deposit checks through the iOS or Android Mobile app
• View images of checks and deposited items
• View spending habits and trends
• Set and manage budgets and savings goals
• Enable real-time account alerts
• Set debit card controls
• Order checks
• Initiate a stop payment and
• email your questions to [email protected]

Account history can be viewed within the system for 18 months 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 Online and Mobile Banking, you must have an active NBT Bank account. To enroll:

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

You can cancel or modify any bill payment before it is posted to your account.

To cancel or modify a payment:

• Click on “Payments” after logging into Online or Mobile Banking 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 “Payments” option from the main menu.

• 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 User ID is quick and easy from within your NBT Online Banking Account:

• Select the “Profile” option from the main menu and then click “Profile Updates” and “User ID”
• Enter your new Login ID
• Confirm your new Login ID
• Click ”Update”

No.

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 Banking and follow the easy instructions.

Just follow these simple steps to easily enroll in eStatements:

• Log in to NBT Online Banking
• Select the "Accounts" option from the main menu and then click “eStatements”
• Read and accept the Online Statement Agreement
• Confirm or update your email address to receive alerts
• Select the Accounts you would like to enroll for eStatements
• Click the Enroll button

If three of your security questions are answered incorrectly, your NBT Online Banking will be automatically locked to protect your account from unauthorized access. Please complete the following:

• Select Online Banking in the Account Login dialog box
• Click the “Forgot Password”
• Enter your User ID, Last Name, Email Address, Birth Date, and Zip Code and click “Submit”
• If your submission matches your profile details on file, your account will be unlocked, and you will be prompted to update 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 NBT Online Banking.

• Select the “Profile” option from the main menu
• Click the “Profile Updates” and “Password” options
• You will be prompted to:
  • Enter your current password
  • Enter your new password
  • Confirm your new password
  • Click the “Update” Button

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

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

• Select Online Banking in the Account Login dialog box
• Click the “Forgot Password” link
• Enter your User ID, Last Name, Email Address, Birth Date, and Zip Code and click “Submit”
• If your submission matches your profile details on file, your account will be unlocked, and you will be prompted to update your password

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

NBT Online Banking 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 [email protected]