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To directly access an account login page please use the links below:
NBT Online Banker | eStatements | NBT Wealth Connection | NBT 401(k) Daily Services | NBT Remote Deposit | LPL Account View Online

If you have any questions or need any assistance please contact Customer Service at 1-800-NBT-BANK.


FAQs

All Popular Questions


Online Account Opening


1. What information or documents are required in order to open an account online?


In order to open an account online you need to be at least 18 years old and will be asked to provide your name, address, tax identification number, and date of birth. You will also be asked to supply information from a valid identification document and to answer several questions that will be used to further verify your identity. Additionally, you may be required to provide address verification or identification documents such as a copy of your driver's license. 

2. How will I be notified of the status of an account that I have opened online?


You will be notified of the status of your account by email at various stages throughout the process.

3. How long does the account opening process take?


The application process usually takes 10 to 15 minutes. The approval process after application is completed can take from one to ten days.

4. I started an application to open an account online. How do I complete the application?


When you started your application, you created an Applicant ID and password. This allows you to return to the application where you left off to complete the process. To access your partially completed application, perform the following:

  • Navigate to the Online Account Opening page and choose the option "Click here to sign on" below the product selection dropdown.
  • Enter your username and password and click the "LOGIN" button.
  •  If you have forgotten your password, click the "Forgot Password?" button, then enter your username and click the "RESET PASSWORD" button

If you have forgotten your username you will need to start a new application.


Online Banking


1. How do I get to NBT Online Banker?


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

2. Can I download my account history into Microsoft Money or Quicken?


Yes, we currently support export to Microsoft Money® and Quicken®. To download account history:

  • Select the “Accounts” section at the top of your NBT Online Banker screen
  • Select the “Export History” option
    • Enter the start and end date of the history records
    • Enter the software version you are using
    • Click the “Submit” button and then
    • Click the “Export” button to transfer the information

3. Why is a blank window displayed when I attempt to view my eStatement?


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.

4. How do I regain access to NBT Online Banker if I fail all three of my security questions?


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

5. I forgot my online banking password. How can I reset it?


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.

6. Is NBT Online Banker safe and secure?


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.

7. What services can NBT Online Banker provide for me?


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

8. How do I change my NBT Online Banker password?


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.

9. What are the Personal Computer system requirements to use NBT Online Banker?


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.

10. What are eStatements?


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.

11. How long will it take for my payment through NBT Online Bill Pay to be received by the payee?


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.

12. How can I cancel or modify a bill payment that I submitted?


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.

13. How far back does my account history display?


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.

14. What is "Bill Payment?"


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.

15. How do I set up my bill payments?


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.

16. What is the cut-off time for transaction processing?


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.

17. How do I enroll in NBT Online Banker?


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.

18. Can I change my NBT Online Banker Login ID?


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

19. Is there a monthly charge for NBT Online Banker?


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

20. What is the difference between linking an account and creating a manual account in the Personal Financial Management Tool?


Linking an account allows you to connect an account to the Personal Financial Management Tool using the online account and password already established through the financial service provider. This allows the resource to automatically update account information such as your balance and individual transactions. Creating a manual account allows you to manually add assets and liabilities you may not have online access for, but would like to track in your total net worth statement or other account management features.

21. One of my transactions keeps showing up with an incorrect category in the Personal Financial Management Tool; how do I change this?


To change the category associated with a single transaction from a vendor, click on the category description next to the vendor and select your preferred category from the drop-down menu. This will only change and save the category associated with that particular transaction.

To permanently assign a category for a transaction from a particular vendor, apply the check next to the box that says apply this category to new transactions that have the same description.

22. If I change my login information on one of my account’s web sites, will I also have to change it in my Personal Financial Management Tool for it to update properly?


Yes. Your Personal Financial Management Tool requires that all login information for each of your linked accounts be current to ensure your account information is correct. If your login information changes, the Personal Financial Management Tool will inform you that there is a problem connecting to that account.

23. I would like to link an account within the Personal Financial Management Tool but can’t find my provider when I search. How can I add my account?


If you are unable to find your financial service provider through the search feature you may still add your account to the Personal Financial Management Tool manually. Select click here to add an offline account. This is located at the bottom of the dialog box when you are adding accounts. Next, enter the information required and select "Save."

24. How do I make a budget in the Personal Financial Management Tool?


Under the Budgets tab, select Add New Budget and choose from the array of options to set specific monthly budget goals for specific aspects of your personal finances. Moving forward, you can regularly review how you are tracking in relation to your goals by selecting the Budget Tab.

25. Where can I obtain more detailed information on how to use the Personal Financial Management Tool?


On the bottom left-hand of the Dashboard there are some FAQs that provide more detail about the tool.

26. What is the Personal Financial Management Tool Dashboard?


The Dashboard is an easy way to review multiple aspects of your financial composition at one time. It provides snapshots of convenient reports that provide information such as an analysis of your expenses, your net worth statement, account balances, recent transactions and more.

27. How do I enroll in the Personal Financial Management Tool?


To enroll in the Personal Financial Management Tool you must first be enrolled in NBT Online Banker as a personal banking customer. If enrolled, simply log in to NBT Online Banker and click on the Personal Finance tab. Enter your NBT Online Banker username and password, read and accept the disclaimer, and then you will be able to take advantage of its great features.

28. Is there a fee associated with the Personal Financial Management Tool?


No. The Personal Financial Management Tool is available at no cost to NBT Bank customers.

29. Can I export my Personal Financial Management Tool history into Quicken?


No, at this time you cannot export the data from your Personal Financial Management Tool to Quicken. You may export your NBT Bank history to Quicken or another program of your choice by selecting Accounts (located in the top left of your screen) and then select "Export History."

The "Export Transactions" button at the top of your Personal Financial Management Transactions screen will allow you to export your transaction history into an Excel spreadsheet through a .csv file.

30. What happens if I click "Update all Accounts," in the Personal Financial Management Tool but my information doesn’t update?


Try refreshing your browser, or click on another page within the Personal Finance tab and then return to the Accounts page. This allows the information to refresh for your viewing. If the account is still indicating that there is an error, your financial service provider’s website may be temporarily unavailable.

31. How do I un-enroll in the Personal Financial Management Tool?


To un-enroll in the Personal Financial Management Tool, it is recommended that you first delete each of your accounts that have been linked or added to the Personal Financial Management Tool. To do so, select Settings and then click the red box next to each account and select Delete Account from the popup. Once you have deleted your accounts, please contact the NBT Bank Call Center at 1.800.NBT.BANK (1.800.628.2265) or customerservice@nbtbank.com.

32. Can I view my Personal Financial Management Tool through NBT Bank Mobile Banking?


The Personal Financial Management Tool is not currently available through NBT Bank Mobile Banking. However, if you would like to use a smartphone or tablet to access your Personal Financial Management Tool, simply visit nbtbank.com from your device’s browser and log in to NBT Online Banker.

33. What is the Personal Financial Management Tool?


The Personal Financial Management Tool is available to personal banking customers through NBT Online Banker. It allows you to aggregate your personal financial information on one platform to help you get a complete picture of your finances. Your Personal Finance tab in NBT Online Banker comes equipped with features to help you manage your income and expenses so that you are one step closer to reaching your financial goals. You will be able to review account balances, categorize transactions by type, create budgets and goals, set up personalized budget and account alerts, calculate your net worth and much more.

34. One of my linked accounts has a warning message that states a "Manual Update is Required." Aren’t my linked accounts supposed to update automatically?


Your linked accounts will update automatically as long as the connection isn’t disrupted by the account’s financial service provider. Select Settings and scroll down to the financial institution that is not connecting. Click the Folder on the upper right of the dialog box to re-enter your login information. If the problem persists, check your account information on the financial service provider’s web portal. You may need to update your user information on that site before proceeding with its connection to NBT Bank’s Personal Financial Management Tool.

35. I have created a manual account within the Personal Financial Management Tool, but I am not finding a place to enter manual transactions.


When created manually, only certain account types will allow for the manual entering of transactions. Account types that may not allow you to add manual transactions include "Bills" or "Other Assets."

36. When I split a transaction, why does the Personal Financial Management Tool sometimes add another split with a negative dollar amount?


A split with a negative dollar amount will be added to correct or offset a value that has been entered that exceeds the original transaction amount. The combined value of your split transactions cannot exceed the original dollar amount of the transaction.

37. What length of transaction history will be available in the Personal Financial Management Tool?


Your Personal Financial Management Tool will begin collecting and storing data for your transaction history the moment you enroll. This history will continue to build and remain available as long as you are enrolled in the service.

38. Why might the balance or category value be different on certain screens in the Personal Financial Management Tool?


A difference in displayed account balances or category totals may be due to a difference in date range for the information displayed. For instance, one screen may be set to show information for the past 30 days while another is set to show information for the past two weeks. Please review your settings to see if that corrects the issue.

39. What do I do if one of my accounts will not automatically update within the Personal Financial Management Tool?


If your account will not update, please visit your financial service provider’s website and ensure that you are still able to log in to your linked account. You may be experiencing an issue with that site that is causing the Personal Financial Management Tool’s connection to be disrupted.

40. Can I enroll in Popmoney on my phone?


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

41. I am enrolled in Bill Pay but don't have any payees. I don't see the option to enroll in Popmoney.


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.

42. What services can NBT Online Banker provide for me regarding my loan?


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

43. How do I sign up for eStatements?


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

Personal Loans


1. Why don’t I see an option to make a loan payment when I log in to my NBT Online Banking Account?


In order to make a loan payment through your Online Banking account, you need to be enrolled in Bill Pay and would also need to have an NBT Bank Checking account. The payment can then be set up using the Bill Pay service.

An alternate way to make a personal loan payment online is to use our “Pay Your Loan” service. There is a $4.95 fee for this service.

2. What is an electronic check (ACH transaction)?


An electronic check is a direct debit to your checking account that's made using the Automated Clearing House (ACH) network. This network is used by financial institutions to facilitate transfers between accounts. Another type of ACH transaction that you may be familiar with is a direct deposit.

3. Where do I find my loan account number?


You can find your loan account number at the top of your loan coupon book or billing statement.

4. What types of personal loan payments can I make online?


You can make installment loan, car loan, personal line of credit, home equity, and residential mortgage payments online.

5. What payment options are available for my NBT Bank personal loan?


There are several payment options available for our Personal Loan products. Visit our Loan Payment Options page for complete details.

6. Can I make a payment through the automated system?


Yes you can pay your loan through the automated phone system using an account from a different bank:

  • Call 800.628.2265
  • Press option 0
  • Then press option 6

You can also call directly at 855.805.9588 to make your payment.

7. Are there fees associated with the various personal loan payment options?


There are multiple options available for making personal loan payments. Some payment methods include a convenience fee and some have no fees.

There is no fee for payments made on or before the due date when you select one of the following payment channels:

  • NBT Online Banker
  • Auto Draft
  • External Account Transfer
  • By Mail
  • In person at any one of our convenient branch locations.

The following payment methods include a convenience fee:

  • Payments facilitated by a Call Center representative are subject to a fee of $16.95.*
  • Payments made through the Pay Your Loan Link and with our automated Phone Service are subject to a $4.95 fee.*
  • Payments made through Automated Service are subject to a fee of $4.95.*

*Note: If your payment is made after the grace period, you will also incur a late payment fee.

8. When using the Pay Your Loan link, how much time should I allow for my payment to post?


Payments made before 3:00 p.m. on a business day will be posted to your loan account that day. Payments made after 3:00 p.m. on a business day or on a weekend or federal holiday will be posted the next business day.

9. What information will I need to make a payment through the “Pay Your Loan” option?


When selecting the "Pay Your Loan" option on the payment options chart under the Loan Payment Options page, you will be notified that you are leaving our website. When you click okay, you will navigate to the secure online payment service we offer through a vendor partner. There's no need to register for this service, and you don't need a user name or password. There is a $4.95 fee for payments made using the Pay Your Loan link.

You will need your loan account number and email address to begin the process. You'll also need the following additional information depending on your method of payment.

  • Debit card. Card number, expiration date and zip code.
  • Electronic check (ACH transaction). Bank routing number and checking account number.

You will receive a confirmation email when you have successfully completed your transaction.

10. Can I pay my commercial or business loan online?


You cannot make commercial or business loan or line of credit payments using the Pay Your Loan link.

If you are enrolled in Online Banker, you can set up a transfer from your checking account to your loan account to make one-time or recurring payments. Please contact your relationship manager to discuss options for making payments.

11. Can I make my payment from my checking account with an electronic check (ACH transaction)?


Yes. We accept payments using electronic checks (ACH transactions) when you select the following payment channels:

  • Pay Your Loan link
  • Automated phone service at 855.805.9588

12. Can I make my payment using a debit card?


Yes. We accept debit card payments when you select the following payment channels:

  • Pay Your Loan link
  • Automated phone service at 800.628.2265
  • Call Center representative

13. How do I make a payment by phone?


We offer two options for making payments by phone.

  • Automated Service. Call 855.805.9588 and follow the prompts to make a payment using our automated service; the fee for this service is $4.95.
  • Call Center. Call 800.628.2265 to reach a Call Center representative who can assist you with your payment; the fee for this service is $16.95.

14. How can I close out my Home Equity Line of Credit?


In order to close your account, you must pay any and all amounts owing under your Loan Agreement, including a mortgage discharge fee. For more information, please call us at 1-800-628-2265 or visit any one of our convenient retail branch locations.

15. What is my repayment period for my Home Equity Line of Credit?


Your Home Equity Line of Credit Agreement will specify the terms and length of the repayment period. When the draw period ends, you will no longer be able to access your line. When you enter the repayment period, your outstanding balance will be converted to a term loan with a variable interest rate and payment amount. Your minimum monthly payment will include both principal plus interest (P+I).

16. What is my Home Equity Line of Credit draw period?


Homequity Line of Credit accounts are generally divided into two periods: the draw period and the repayment period. Once you enter into a Home Equity Line of Credit Agreement, the Agreement will specify the terms and length of the draw and repayment periods. During the draw period, you may borrow against the Credit Line, repay a portion of the amount borrowed, and re-borrow up to the amount of the Credit Limit as needed. Your Credit Limit is defined in the loan agreement and is the maximum amount you may have outstanding at any one time. During the draw period, repayment terms of interest only or principal and interest are available. After the draw period ends, the repayment period will begin and you will no longer be able to obtain credit advances.

17. Can I change my payment method for my Home Equity Line of Credit?


At NBT Bank, we offer a number of convenient options to pay your Home Equity Line of Credit account. If you are thinking about changing your payment method, please refer to our Personal Loan Payment Option page or visit one of our convenient retail branch locations for more information.

18. How can I request a Fixed Rate Conversion Option on my Home Equity Line of Credit?


There is a specific Home Equity Fixed Rate Conversion Option request form that will need to be completed to request a Fixed Rate Conversion Option under your Home Equity Line of Credit account. There is a $50.00 Fixed Rate Conversion Option Fee for each Fixed Rate Conversion Option requested. If you would like to take advantage of this conversion opportunity, you can do so by contacting or visiting any one of our convenient retail branch locations.

19. How do I access my Home Equity Line of Credit?


You may obtain credit advances under your Home Equity Line of Credit through any one of the following methods:

  • Writing a Home Equity Line of Credit check
  • Requesting an advance via telephone inquiry at 800.268.2265
  • An in-person request at any one of our authorized retail branch locations
  • Requesting a transfer online via our NBT Online Banker System

20. Can I manage my loan completely online?


Your loan can be managed through NBT Bank Online Banker, an easy-to-use online banking experience that makes handling your loan flexible and convenient. You will be able to see your balance, confirm your payment and sign up for eStatements.


Debit Card


1. What should I do if I am traveling in the U.S. or internationally and I want to use my debit card?


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.

2. How do I request a new NBT Bank Debit Card?


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.

3. What is the limit on my NBT Bank Debit 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.

4. What do I do if I forget or want to change the PIN for my NBT Bank Debit Card?


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

5. When will I receive my NBT Bank Debit Card?


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

6. What should I do if my NBT Bank Debit Card is lost or stolen?


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.

7. What will happen when my personalized debit card created with MyCardCreation expires?


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.

8. Does my MyCardCreation card replace my current NBT Bank Debit Card?


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.

9. Will my MyCardCreation Debit Card have the same card number as my current debit card?


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

10. How much does it cost to order a personalized card through MyCardCreation?


There is a $9.95 fee per MyCardCreation order.

11. Can I put ANY image I want on my debit card using MyCardCreation?


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.

12. How do I pay for my MyCardCreation order?


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.

13. Does the contact information and address I enter for my MyCardCreation order have to match that on my NBT Bank account?


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.

14. Can I personalize my NBT Bank Credit Card with MyCardCreation?


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

15. Can I put a picture of my business on my debit card with MyCardCreation?


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

16. What happens if the personalized debit card I created with MyCardCreation is lost or stolen?


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.

17. Will my Personal Identification Number (PIN) change when I create an new debit card with MyCardCreation?


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

18. How long will it take to receive the new card I created using MyCardCreation?


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

19. What happens if my image is denied by MyCardCreation?


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.

20. How often can I change the image on my debit card through MyCardCreation?


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.

21. How do I enroll to receive SMS Fraud Alert notifications?


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

22. I didn’t request to be enrolled in the SMS Fraud Alert service. Why did I receive a text message to enroll?


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.

23. Why did I receive multiple text messages to enroll in SMS fraud alerts?


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.

24. How do I prevent a transaction from being defined as suspicious activity?


If you are preparing to travel or make a large purchase that is out of character from your typical activity, we encourage you to submit a Debit Card Travel Notification or contact Customer Service to notify us of your intentions.


General Banking


1. What causes a pending transaction or authorization on my account to be different from my actual purchase amount when using my debit card??


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.

2. How do I order more checks?


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

3. What is my checking account's ABA Routing number (a.k.a. ABA number or Routing Transit number)?


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

4. What is the difference between my "Current Balance" and my "Available Balance"?


Your "Current Balance," also known as ledger balance, is your beginning-of-the-day balance and includes transactions that may have posted to your account but are not yet fully cleared. Your "Available Balance" is the amount that is available to you for withdrawal. To avoid overdrawing your account, you should use the Available Balance.

Note: If you have NBT Bank's Personal Overdraft Line of Credit for your checking account, your available line amount will not be included in your Available Balance, however this amount will allow a transaction to post to your account without an overdraft fee even if you do not have sufficient funds in your available balance to cover the transaction amount.

5. What should I do if I see an error in my account history or suspect an unauthorized transfer?


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.

6. When are funds available after I make a deposit?


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.


NBT Banker Line


1. What do I use as my PIN for the NBT Banker Line and what do I do if I forget my PIN or want to change it?


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).

2. How can I do a phone transfer?


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.

3. How do I access my bank account over the phone?


  • 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).

4. How do I find out if a specific check has cleared by phone?


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.


Mobile


1. How do I enroll in Mobile Banking?


To enroll in Mobile Banking you must first enroll in NBT Online Banker. Enrolling in Online Banker is easy and is a great way to make your banking flexible and convenient.

Get started by visiting the NBT Online Banker page. Once you are enrolled in NBT Online Banker, you're on your way to the convenience of Mobile Banking:

  • Simply log in to NBT Online Banker.
  • Click on the "Mobile Banking" tab.
  • Complete the enrollment form.

2. I am enrolling in NBT Mobile Banking and have received a text. Do I need to text back "yes"?


Yes, once you receive the first text message from NBT Bank (469228), you will need to respond "YES" to successfully complete the enrollment process.

After responding, you will receive two additional text messages from NBT Bank:

  • The second text message is to welcome you to NBT Bank Mobile Banking and will provide you with the following web address to get you started using your mobile Internet browser: m.nbtbank.com.
  • The third text message will confirm that your phone has been enabled for Mobile Banking through SMS text messages. Your cell phone carrier's standard message and data rates will apply for these messages

3. Do I need to be enrolled in Online Banking in order to use Mobile Banking?


Yes. You must be enrolled in Online Banker in order to use Mobile Banking.

4. Where can I find the Mobile Banking disclaimer for future reference?


The Mobile Disclaimer can be accessed at any time by visiting: www.nbtbank.com/mobiledisclaimer. You may also easily access a copy within NBT Online Banker.

5. How do I access the main menu in Mobile Banking?


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

6. Can joint account holders both use Mobile Banking?


While any number of devices can download and login to the App, only one mobile device can be registered for SMS/text mobile banking per NBT Online Banker account. For added account security, NBT Bank recommends each account holder maintain a separate Online Banker account and therefore separate Mobile Banking login information.

7. Is there a fee for Mobile Banking, Mobile Deposit or the Mobile Banking app?


The NBT Bank Mobile app is offered free to any NBT Bank customer with and Apple or Android Mobile Device. Additionally, NBT Bank Mobile Banking is a free service available through Online Banker. 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.

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


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.

9. What are the limits for checks that can be deposited using Mobile Deposit?


  • The total value of all checks deposited in a single day cannot exceed $5,000.
  • The total value of all checks deposited in a single month cannot exceed $7,500.

10. Can I make a deposit to a savings account?


No. Mobile Deposit will only allow deposits to be made to an NBT Bank checking account.

11. Where do I accept the Mobile Banking disclaimer?


Log in to NBT Online Banker or NBT Online Banker for Business.

  • Click on the "Mobile Banking" tab
  • If you are not yet enrolled in NBT Bank Mobile Banking you will be prompted to accept the disclaimer before you may create a username or mobile password

12. Does Mobile Banking work with all devices and wireless carriers?


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.

13. My cell phone was lost / stolen, how do cancel Mobile Banking?


You can cancel your Mobile Banking at any time by un-enrolling through your NBT Online Banker account.

14. If I transfer funds through Mobile Banking, will the transfers be processed immediately or will there be a delay?


Mobile Banking transfers between NBT Bank accounts are processed immediately, just as experienced within Online Banker.

15. Can I make a mobile transfer to anyone and/or to any bank?


No. Similar to your experience with NBT Online Banker, you may only transfer funds between NBT Bank accounts.

16. How long will the Mobile Banking app stay open before it times out?


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.

17. How do I recover or change my Mobile Banking login username?


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 NBT Online Banker please contact Customer Service at 1-800-NBT-BANK (1-800-628-2265) or customerservice@nbtbank.com.

To change your NBT Online Banker Login ID:

  • Login to NBT Online Banker
  • Click on "Preferences" in the main tool bar
  • Select "Change Login ID" in the sub-menu
  • Enter your new username
  • Confirm your new username
  • Select "Save"

18. Are my mobile username and password the same as my NBT Online Banker credentials?


Effective October 16th, we’ve made a system update that requires the same username and password to login to both NBT Online Banker and NBT Bank Mobile Banking. Please use your Online Banking username and password to access Mobile Banking.

19. What is the difference between un-enrolling and disabling mobile access?


Un-enrolling in Mobile Banking will cancel or render invalid all aspects of your Mobile Banking user account. Your mobile device will no longer be enabled for NBT Bank Mobile Banking. Disabling Mobile Banking access will allow you to temporarily stop using Mobile Banking. It will allow you to save your Mobile Banking account (your Mobile Banking log in, password and mobile phone number) for your use at a later date.

20. What do I do if I forget my Mobile Password?


You can reset your password by logging into your NBT Online Banking account and:

  • Clicking on "Mobile Banking" tab
  • Clicking on the "Change Password" button
  • Entering your new password
  • Confirming your new password
  • Clicking Save

If you need additional assistance, please contact the Customer Service Center at 800.628.2265.

21. How do I change my Mobile Banking Password?


Your Mobile Banking Password is the same password that you use to login to NBT Online Banker.

To change your NBT Online Banker Login ID:

  • Login to NBT Online Banker
  • Click on "Preferences" in the main tool bar
  • Select "Change Login ID" in the sub-menu
  • Enter your new username
  • Confirm your new username
  • Select "Save"

22. I don't have a data plan on my mobile device. Can I still use Mobile Banking?


Yes, if your mobile device is SMS text message enabled, you can still access Mobile Banking through text messages.

23. What are the SMS text message commands for Mobile Banking?


Simply text, HELP ALL to 469228 to get a list of action commands.

24. Is Mobile Banking secure?


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.

25. Can I re-enroll in Mobile Banking after I un-enroll?


Yes. You may re-enroll in Mobile Banking at any time through your NBT Online Banker account.

26. If I pay bills through Mobile Banking, will the payments be processed immediately or will there be a delay?


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

27. How do I change the account my bills are paid from within NBT Bank Mobile Banking?


Once you have selected your Payee (or bill you wish to pay) within NBT Bank 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 they payment should be delivered. Click "Submit" to process the payment.

28. Can I pay bills through Mobile Banking?


Yes. You can easily pay bills using Mobile Banking for any payees that are set up within your NBT Online Banker.

29. Can I access NBT Bank Mobile Banking for both business and personal use with the same app and from the same phone?


Yes, you can use the same mobile phone and phone number to access NBT Bank Mobile banking for personal and business use, but it is not recommended.

All NBT Bank personal and business banking customers will access NBT Bank Mobile Banking through the same web app (m.nbtbank.com) or Apple or Android smart phone applications. You will need to enroll in Mobile Banking for your Personal and Business accounts separately, creating different user ID’s for each. You will then use the unique user ID you established during the enrollment process to access either your personal or business accounts. For your added security, please remember to logout of the app after every use.

Please note that if you are using one mobile phone for both your personal and business access, the SMS Text Messaging function will be associated with the first NBT Online Banker login that you registered to that mobile phone number.

30. Can I draft an ACH/Payroll/Wire transaction through Mobile Banking?


No, as a security feature, you may only use NBT Bank Mobile Banking for Business to approve a pending transaction.

31. If an employee enrolled in Mobile Banking for Business leaves the company, how quickly will their Mobile Banking access be revoked?


As is standard procedure, once you have notified NBT Bank of the user's departure from your company, his/her NBT Online Banker for Business and Mobile Banking for Business access will be revoked simultaneously. Additionally, the supervisor can grant or revoke rights at any time.

32. How do I view additional detail on transactions on my account with NBT Mobile Banking?


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.

33. I am not seeing all of the features included in Mobile Banking.


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.

34. Who do I contact for help with Mobile Banking?


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

35. How do I access Mobile Banking?


NBT Bank offers three convenient and secure ways to manage your personal banking needs from your mobile device: through SMS text message; through your mobile device's web browser or through an application available for Apple and Android devices.

36. I have an auto signature attached to the text messages I send. Will this cause a problem when using SMS Texting for Mobile Banking?


Yes, the system will think the signature is a part of the account nickname and return an error. You need to disable the text message auto signature feature before you send text inquiries to Mobile Banking.

37. 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 U.S.

38. I receive an error message when trying to deposit my check with Mobile Deposit.


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.

39. How do I endorse a check for Mobile Deposit?


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

40. 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.

41. 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.

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


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.

43. I am an NBT Online Banker for Business user, and I don't see the Mobile Banking tab to enroll within NBT Online Banker.


Only NBT Online Banker for Business supervisors will have the ability to enroll in Mobile Banking initially. Business users who are not supervisors must first request access from their supervisor. The supervisor can update that employee's profile to enable access to NBT Bank Mobile Banking for Business, at which point, they will be able to see the Mobile Banking tab within NBT Online Banker for Business and complete enrollment.

44. How do I enroll in Mobile Banking for Business?


To enroll in Mobile Banking you must first enroll in NBT Online Banker for Business. Enrolling in Online Banker is easy and is a great way to make your banking flexible and convenient.

Get started by enrolling in NBT Online Banker for Business. Once you are enrolled in NBT Online Banker for Business, you're on your way to the convenience of Mobile Banking:

  • Simply log in to Online Banker.
  • Select the Mobile Banking tab.
  • Complete the enrollment form.

45. I am an NBT Online Banker for Business supervisor. How do I enable an employee's profile for NBT Bank Mobile Banking for Business access?


  1. Login to NBT Online Banker.
  2. Navigate to "Business Apps" and select "Administration" from the provided options.
  3. Select the user you wish to grant access to Mobile Banking for Business by clicking on the individual's full name.
  4. Scroll down to "Base Features" and select "Mobile Banking" from the options provided.
  5. Save your changes.
  6. To revoke access from an employee, follow the instructions above, unselecting the Mobile Banking option in step 4. You can also grant or revoke access to the Mobile Deposit Feature using this procedure.

46. Can a business use Mobile Deposit?


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

47. If I'm enrolled in Mobile Banking and I change phone numbers, what do I do?


You can change your mobile number by logging into your NBT Online Banker account and then:

  • Select "Mobile Banking"
  • Click "Change Login Details"
  • Change the mobile number
  • Click the "Save" button

48. Can I cancel Mobile Banking at any time?


Yes. You can un-enroll from NBT Bank Mobile Banking through your Online Banker account at any time by:

  • Navigating to the Mobile Banking tab
  • select the "un-enroll" button.

49. How is dual control maintained with NBT Bank Mobile Banking for Business?


Your company's dual control process will remain intact even when using NBT Bank Mobile Banking for Business. An employee's Mobile Banking login is connected to his/her NBT Online Banker for Business login. Therefore, an individual cannot draft an ACH/Payroll/Wire transaction in NBT Online Banker for Business and then approve it through NBT Bank Mobile Banking for Business. An individual may only use NBT Bank Mobile Banking for Business to approve a transaction drafted by another user within your company.

50. Can I get access to all of my Business Apps through NBT Bank Mobile Banking for Business?


No, you cannot access all NBT Online Banker Business Apps through NBT Bank Mobile Banking for Business at this time. If you have enrolled in the corresponding service tiers, NBT Bank Mobile Banking for Business will provide you the ability to: complete inter-account transfers; pay bills; and authorize pending wire transfers, ACH Payments, payroll transactions and collections.

51. Can I make an adjustment to an ACH/Payroll/Wire transaction through Mobile Banking?


No, as a security feature, we do not allow customers to change or draft ACH/Payroll/Wire transactions through NBT Bank Mobile Banking for Business.

52. Can I re-enroll for SMS texting if I opt out?


Yes. If you opt out of texting, your Mobile Banking will be disabled. You may re-enroll in Mobile Banking at any time through your NBT Online Banker account.

53. Can I split a Mobile Deposit between two checking accounts?


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.

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


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

55. I don’t remember my NBT Online Banker username. What do I do?


To recover a forgotten NBT Online Banker username, please contact NBT Bank Customer Service at 1-800-NBT-BANK.

56. What are the password requirements?


Your password:

  • Must be a minimum of eight (8) characters and cannot exceed 16 characters
  • If you are changing your password from that currently used for NBT Online Banker, it cannot be one of your past three passwords used

57. What are the login ID requirements?


Your login ID must:

  • Be a minimum of eight (8) characters
  • Username should not have a zero (0) as the first character
  • Username should not contain special characters (e.g. @,#,&)

58. How do I provide user access for NBT Mobile Deposit to a team member?


To provide Mobile Deposit user access you log in to NBT Online Banker and then:

  1. Under the “Business Apps” tab, select “Administration”.
  2. Select the business user that you want to grant access to.
  3. Scroll down to the Base Feature section select the “Mobile Remote Deposit Capture” option.
  4. Click Save.
  5. At the top of the Business Users Detail page, click the “Accounts” tab.
  6. Select all accounts the user should be able to deposit into. Click “Submit” and then “Confirm” on the next page.

59. How do I provide user access for NBT Mobile Banking to a team member?


To provide Mobile Banking user access you log in to NBT Online Banker and then:

  1. Under the “Business Apps” tab, select “Administration”.
  2. Select the business user that you want to grant access to.
  3. Scroll down to the Base Feature section select the “Mobile Banking” option.
  4. Click Save.

Apple Pay


1. How does Apple Pay work?


Apple Pay provides an added layer of security for in-store and in-app purchases by enabling payments for your preferred debit or credit cards without you having to use your physical card. Apple Pay uses tokenization to securely transmit your preferred method of payment with the app or the store's Near Field Communication terminal at checkout. Through tokenization, a Device Account Number along with an encrypted transaction-specific security code is used to make the purchase rather than your card number further protecting your account from being compromised.

2. Can I add my card to more than one device?


Yes, you may add your card on up to ten devices. Your card will need to be added separately to each device through the Passbook app. You will be notified each time your card is added to a new device.

3. What happens to my Apple Pay-enrolled NBT Bank card if I lose my phone?


If you believe your device has been lost or stolen or your Apple Pay card information compromised in any way, please call NBT Bank at 1-800-628-2265 to deactivate your NBT Bank enrolled card. This will not impact your ability to use your physical card. You can also go to www.icloud.com/settings or the Find My iPhone app to temporarily suspend or permanently remove the ability to make payments from your device, even if your device is offline.

4. How many cards can I put on my device?


Apple Pay currently allows for up to eight cards to be added to Passbook.

5. What is Near Field Communication (NFC)?


NFC is a technology that allows a smartphone or other mobile device to safely, securely and purposefully communicate with a payment terminal in very close proximity. You may also hear it referred to as a contactless payment solution. If your device is NFC enabled, look for the NFC icon on the payment terminal next time you are checking out.

6. What is a Device Account Number and how is it different from my card number?


For your security, when you add your NBT Bank card to Apple Pay, a Device Account Number that is separate and unique to your device is created. Your Device Account Number, instead of your real card number, is used to make purchases using Apple Pay further protecting your personal information. Your phone does not store your card number and nor does the merchant or app with which you are making the purchase.

7. What is Apple Pay?


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.

8. How do I add my card to Apple Pay?


Apple Pay is a function of the Passbook app on select Apple devices. Your NBT Bank card can be added to Passbook by accessing the app directly or by navigating to "Settings" and selecting "Passbook & Apple Pay" and following the prompts on your screen. If you don't see the option to "Add Credit or Debit Card," swipe down and tap the plus sign. If you already have your NBT Bank card on file for iTunes®, follow the prompts to add it to your Passbook.

9. What Apple devices are eligible for Apple Pay?


In order to use Apple Pay, you need to have an iPhone 6 or iPhone 6 Plus running on iOS 8.1 or later for contactless and in-app payments. You can use iPad Air™ 2 and iPad mini™ 3 for in-app payments only. In 2015, Apple Pay was also made available for use through the Apple Watch.

10. What is tokenization?


Tokenization replaces the personal account number assigned to your debit or credit card with a digital token that can be used for online and mobile payments. The token has no value if stolen or intercepted by an unauthorized party.

11. Is Apple Pay secure?


Apple Pay is a secure way to make purchases in-store or in-app using your preferred NBT Bank card. Apple Pay adds an added layer of security to your purchases by using tokenization to securely transmit your preferred method of payment with the app or the store's Near Field Communication terminal at checkout. Through tokenization, a Device Account Number along with an encrypted transaction-specific security code is used to make the purchase rather than your card number further protecting your account from being compromised.

12. Where can I use Apple Pay?


Apple Pay is an accepted contactless payment option among a growing number of retailers and for a growing number of in-app purchases. While checking out in-store, look for the contactless payment and/or Apple Pay symbol on the payment terminal. Look for the "Buy with Apple Pay" or "Apple Pay" button at checkout within the apps. Visit Apple's web site for a complete list of participating stores and apps.

13. Can I use Apple Pay when I travel internationally?


At this time, Apple Pay can only be used in the United States.

14. Can I still use Apple Pay to make a purchase if my physical NBT Bank card is lost or stolen?


If your NBT Bank card is lost or stolen, please contact NBT Bank immediately at 1-800-628-2265 to protect your account from fraudulent activity. If your card number has been suspended by the bank for your protection, Apple Pay will not allow you to process charges using that card.

15. How do I make payments using Apple Pay?


Once you have enabled your NBT Bank card within Apple Pay, you can make payments by holding your phone in close proximity to the Near Field Communication or contactless payment terminal and simply placing your thumb on the Touch ID button displayed on your device's screen. You may make an in-app purchase by selecting Apple Pay upon checkout and placing your finger on the Touch ID button displayed on your device's screen. A passcode can be used when making payments in lieu of the fingerprint option.

16. How do I make a return if I paid for the purchase with Apple Pay?


If you need to make a return for a purchase made with Apple Pay, you may be asked to provide to the cashier the last four digits of your Device Account Number instead of the last few digits of your card number. To find the last four digits of your Device Account Number for your card, visit the "Passbook & Apple Pay" section of your device "Settings" or look on the back of your card in the Passbook app.

17. How do I remove my NBT Bank card from Apple Pay?


You can remove your card by selecting "Remove Card" in the "Passbook & Apple Pay" section of your device "Settings" or on the back of your card in the Passbook app by tapping on the "i in a circle icon" symbol. You can also visit www.icloud.com/settings to remove your card or Find My iPhone to temporarily suspend or permanently remove the ability to pay with your cards on your device.


Visa Checkout


1. What is Visa Checkout?


Visa Checkout makes online shopping more enjoyable by making it easy to complete your purchase. Simply enter your username and password and speed through your online shopping experiences with a single account that can be used across all your devices. No need to re-enter your card number or address. And you can store and use any major credit or debit card.

Some benefits of Visa Checkout include:

  • Reducing the number of payment screens to just two, eliminating the need to reenter shipping and billing addresses
  • Offering a consistent, simple experience across desktop, mobile web and apps
  • Offering an experience which never requires shoppers to leave the merchant's website to complete a purchase
  • Offering the option to pay with any major debit or credit card
  • For more information about Visa Checkout, visit: www.visacheckout.com

2. How do I contact Visa with any questions regarding Visa Checkout?


If you have questions about your Visa Checkout account, please contact Visa Checkout support at support@mail.visa.checkout.com or call 1-855-847-2032, then enter your access code or press number 1 (24x7 except Christmas and New Year's Day).

3. Is there a cost to participate or fee to use Visa Checkout?


No, there is no cost to participate or fee to use Visa Checkout.

4. How is consumer information protected in Visa Checkout?


Visa has a wealth of experience in handling sensitive information. Visa uses advanced security technologies to help protect your information, including industry standard encryption and multilayer authentication.

5. Is Visa Checkout available as a mobile app?


Visa Checkout can be accessed using any web-enabled mobile device.

6. Where is Visa Checkout accepted?


A list of online stores currently accepting Visa Checkout can be found at www.visacheckout.com. Visa is continually adding to the list of online stores who accept Visa Checkout. Please check the home site periodically for the latest merchant information.

7. If I sign up for Visa Checkout at one merchant can it be used at other merchants?


Yes, after you enroll in Visa Checkout, you can use it at any online store where you see Visa Checkout.

8. How can I contact Visa Checkout customer support?


For questions regarding your Visa Checkout account, please contact Visa Checkout support at support@mail.checkout.visa.com or call 1-855-847-2032, then enter your access code or press number 1 (24x7, except Christmas and New Year's Day).

If calling from outside of the US or Canada, customers can call 303-967-1041, then enter your access code or press number 1. **International calling rates may apply.

9. How do I sign up for Visa Checkout?


To create a Visa Checkout account, just visit www.visacheckout.com and click "Create an Account." You'll be able to establish your initial profile, create your password and add payment methods & shipping addresses to your account.

You can also sign up for an account if you're shopping on a website that accepts Visa Checkout. When you see the Visa Checkout option, select it and follow the enrollment steps.

10. What information do I need to enter to create a Visa Checkout account?


You must enter your first name, last name, valid email address, phone number (optional) and create a password to set up your Visa Checkout account.

11. What is the Remember Me Feature in Visa Checkout?


When selecting this option, your user ID will be auto-populated and you will only be required to enter your password to log in at a site or complete a purchase. This feature is available when logging into your account or merchant site from the same device. Additionally, your preferred payment option will be displayed during checkout.

12. Can Visa or NBT Bank enroll me in Visa Checkout on my behalf?


No, neither Visa nor NBT Bank are able to enroll you on your behalf.

13. I've successfully enrolled, now what can I do with Visa Checkout?


Once you've created your Visa Checkout account, you can use it to complete purchases without re-entering your payment and shipping information on any online store where you see Visa Checkout. Simply enter your username and password, or just your password if utilizing the 'remember me' option.

Here's an overview of the things you can do in your account:

  • Add more payment methods
  • Edit card details
  • Remove a payment method
  • Set a default payment method and shipping address
  • Add frequently used shipping addresses

14. What if I don't want to share my card information with Visa for Visa Checkout?


In order to make payments using your Visa Checkout account, you must enter and confirm your payment card information. Visa uses advanced security technologies to help protect your information, including industry standard encryption and multilayer authentication. When adding a payment method to your account, Visa asks for your billing address. The billing address is required to confirm the address matches the card information on file with prior to making a purchase with your Visa Checkout account.

15. Can my email address or mobile number be used to create more than one Visa Checkout account?


No, once an email address or mobile number is used to create a Visa Checkout account, it can't be linked to or used again to create a different Visa Checkout account.

16. I currently receive email notifications whenever I add or edit certain Visa Checkout account settings (e.g., add or edit shipping address; add or edit payment method; edit Alerts settings). Why does Visa send me these email notifications?


Visa is committed to maintaining the highest standard of security and privacy with your Visa Checkout account information. Visa notifies you of changes to your Visa Checkout account as an added level of security to help protect you should someone else attempt to take control of your account. Visa does not allow customers to stop receiving these notifications to ensure we maintain the highest standard of security and privacy with your Visa Checkout account information.

17. What if my mobile number is already in use when trying to sign up for Visa Checkout?


If you are attempting to enroll with your mobile number and receive a message "The mobile number is already linked to a Visa Checkout account", you may reclaim the mobile number if you didn't create that account. Reclaiming your mobile number will close the Visa Checkout account associated with the mobile number and allow you to create a new account. Use the "claim this account" link and Visa Checkout will send instructions to your mobile number via SMS which includes a reclaim code which will expire within 5 minutes of it being sent.

18. How do I confirm my mobile number in Visa Checkout?


You can confirm your mobile number by signing into your Visa Checkout account, click "Account Settings" and then click the "Confirm Mobile". Click on the "Send Code" button and a code will be sent to your mobile number via SMS. Enter the code sent to your mobile phone at the "Account Setting" link to complete confirming your mobile number.

19. Once my Visa Checkout account is created, can I change my user ID email or phone number?


No. If you wish to change your email or phone number you must set up a new account and re-add all your profile information, including billing address and payment cards. We also recommend that you close your original account by visiting the Visa Checkout homepage, clicking on Customer Support and then Troubleshooting. Find the "Problem with your Account" section and follow process to close your account.

20. What are the minimum Visa Checkout password requirements?


To meet the minimum requirements, a Visa Checkout password must:

  • Have at least 6 (six) characters and a maximum of 32 characters
  • Not be the same as 5 (five) consecutive characters of the user ID
  • Passwords are case sensitive and allow for these special characters: ! @ # $ % ^ & * ?
  • Cannot contain any spaces or any repeating 3 (three) characters

21. How do I change my Visa Checkout password?


You can change your password by signing into your Visa Checkout account and selecting the "Account Settings" link and then the "Account Information" link.

22. If I forgot my Visa Checkout account password, what do I do?


Just click the "Forgot Password?" link on the sign in page on the Visa Checkout website. Visa Checkout will send instructions to your enrolled email address to reset your Visa Checkout password.

23. My account is locked. How can I unlock my account?


To prevent unauthorized access, Visa Checkout locks your account for one hour if you enter an incorrect email address or password too many times. Please wait at least one hour and then try again. (Note to agent: a user account will be locked after 3 unsuccessful attempts to login.)

24. Can I make a purchase using Visa Checkout, if my account is locked?


No, you are not able to use your Visa Checkout account for purchases during the time the account is locked.

25. Why does Visa Checkout require me to answer a security question in certain situations?


Visa Checkout requires answers to security questions in order to validate your identity in some situations, such as when you log in from a new device or when you have forgotten your password.

26. How do I change my answers to my Visa Checkout security questions?


You can change your security question answers by signing into your Visa Checkout account and selecting the "Account Settings" link and then selecting "Account Information" link. Select option "Edit Security Questions".

27. I forgot to set up my security questions when I enrolled and have forgotten my password. How can I access my Visa Checkout account?


If you have forgotten your password or are unable to access your Visa Checkout Personal account, you can re-enroll in Visa Checkout by reclaiming your email address. To do so, follow these steps:

  • Fill out the enrollment form. You will then see a page informing you that your email address is already enrolled in Visa Checkout.
  • Click the "reclaim my email address" link.
  • Visa Checkout will send instructions to your email address. Follow those instructions to complete the process.

Reclaiming your email address will close your previous Visa Checkout account and allow you to enroll again with your email address. You must re-enter all your card and shipping information.

If you know your password and need to add security questions and responses to your account, log in to your Visa Checkout Personal account. Visa Checkout will prompt you to set up these responses from there.

28. When I was enrolling in Visa Checkout through NBT Bank, incorrect personal information was pre-populated. May I change the information?


Yes, you may correct the information that has been pre-populated.

29. I was enrolling in Visa Checkout during merchant checkout and I had a problem with my internet connection. I'm not sure if my order with the merchant was successful. What should I do?


Contact the merchant directly to ensure your order was successfully processed.

30. How do I close my Visa Checkout account?


You can close your account by signing into your Visa Checkout account and selecting the "Customer Support" link and then clicking on "more" under the "Troubleshooting" section. Then click on "Problem with your account", then go the "Close account" section.

31. Will NBT Bank or Visa close my Visa Checkout account after a period of time if there is no activity?


At this time, neither NBT Bank nor Visa Checkout currently closes Visa Checkout accounts that are inactive.

32. Can NBT Bank or Visa close my Visa Checkout account on my behalf?


Visa Checkout agents are able to close your account on your behalf. At this time, NBT Bank is not able to close your Visa Checkout account. You are also able to close your own account by signing into your Visa Checkout account and selecting the "Account Settings" link and then the "Account Information" link. Then click "Close my Visa Checkout Account" under "Account Services."

33. How long before my Visa Checkout log in session expires due to inactivity?


Your Visa Checkout log in session expires after 8 minutes of inactivity.

34. What kind of payment methods can I add to my Visa Checkout account?


Add Visa, MasterCard, American Express or Discover debit or credit cards to your Visa Checkout account.

35. Can I add private label cards to my Visa Checkout account? (e.g., Macy's, Kohl's, Home Depot)


No, Visa Checkout does not allow private label cards to be added as a Payment Method in your Visa Checkout account.

36. Can the same credit or debit card be added to two different Visa Checkout accounts (e.g. can a husband and wife who share the same account number add the card to each individual's Visa Checkout account)?


Yes, the same credit or debit card can be added to two different Visa Checkout accounts.

37. Why does Visa provide an option to select one of my payment methods as my preferred payment method?


If you choose a preferred payment method when adding a card to your Visa Checkout account, this card will automatically be selected when you checkout using Visa Checkout as your payment option. You can still change your payment method for any given transaction even if you have set one method as preferred.

38. How do I add a card into my Visa Checkout account?


You can add Visa, MasterCard, American Express or Discover credit or debit cards to your Visa Checkout account. Your cards will be saved in your account so checking out at sites that accept Visa Checkout is fast, safe and secure. To add a card to your account:

  • Sign into your Visa Checkout account
  • Click the "Payment Methods" tab
  • Click the "Add a payment method" link
  • Enter your payment information in the provided fields
  • Click "Save."

39. Why does Visa require a billing address when I add a payment method to my account?


The billing address is required to confirm the address matches the card information on file with NBT Bank prior to making a purchase with your Visa Checkout account. This also enables you to shop without sharing card account information with the seller when you pay.

40. Why does Visa require a phone number when I add a payment method to my Visa Checkout account?


In some situations, a merchant may need to contact you to complete your purchase order. Visa Checkout makes this information available to the merchant should a problem with your purchase require the merchant to contact you.

41. I received an error message "The information you entered does not match the information on record." when attempting to add a card to my Visa Checkout account. What can I do to resolve this problem?


Visa Checkout cannot add your card to your Visa Checkout account if the billing information you entered does not match the billing information associated with your card. Please verify that you have correctly entered the required card information, and that the billing address matches the card information on file with NBT Bank.

42. Can the Visa Checkout account hold all of my payment methods?


The Visa Checkout account can accommodate the number of cards that any typical consumer carries.

43. How do I remove a card from my Visa Checkout account?


If you'd like to remove one of your saved cards from your Visa Checkout account, follow these steps:

  • Sign into your Visa Checkout account
  • Click the "Payment Methods" tab, where you'll see the cards linked to your account
  • Next to the card you'd like to remove, click the "remove" link
  • Click "Remove payment method" to confirm your decision

44. I received an error message "You have exceeded the maximum allowed attempts to add or edit a payment method. Please try again after 24 hours." What can I do to resolve this problem?


To prevent unauthorized access to card information, Visa Checkout stops multiple attempts to add a card to your payment methods with incorrect information. You are not allowed to add a payment method to your account or complete a transaction for 24 hours after receiving this message.

45. Should the card image displayed on my payment method match my physical card branding within Visa Checkout?


NBT Bank will display a standardized card image within Visa Checkout that may or may not match the design seen on your physical NBT Bank card. This will not impact your ability to use Visa Checkout.

46. Why is my card image not always showing up during checkout when using Visa Checkout?


Your card image will display only if the Remember Me option is selected.

47. I enrolled in Visa Checkout through NBT Bank. Will my payment methods automatically be updated on my behalf?


No, your NBT Bank payment information will not automatically update within Visa Checkout.

48. How do I edit a Payment Method nickname?


You can edit the Payment Method nickname by following these steps:

  • Go to the Payment Methods tab and select the payment method you want to edit
  • Click the "Edit" button and change the nickname
  • Click "Save Changes" to save the change

49. How do I pay with Visa Checkout?


When you're shopping online at merchants that accept Visa Checkout, you'll see a "Checkout with Visa Checkout" button at checkout. Once you have created a Visa Checkout account, all you need to do to pay at these sites is sign in with your email address and password.

50. How do I report a problem I'm having with my Visa Checkout account?


To check order status or make changes to your order, please contact the merchant directly. If you have concerns about a charge, the status of a refund, or have any customer service issues with the merchant, please contact the merchant directly. If you have an issue that has not been resolved by the merchant and would like to escalate a concern about a charge or refund, please contact NBT Bank.

If you're having trouble with your Visa Checkout account, visit www.visacheckout.com and click on Contact Us at the bottom of the page. For questions regarding your Visa Checkout account, please contact Visa Checkout support at support@mail.checkout.visa.com or call 1-855-847-2032, then enter your access code or press number 1 (24x7 except Christmas and New Year's Day).

51. I received a decline when I was paying for an online purchase using my Visa Checkout account. What should I do?


If you received a decline message while shopping online using your Visa Checkout account, please contact NBT Bank customer service at 1-800-628-2265.

52. I wish to dispute a transaction I made using my Visa Checkout account. What should I do?


If you wish to dispute a transaction you made with your Visa Checkout account, contact the merchant directly to attempt to rectify the situation.

53. I made a mistake on my order when making a purchase at an online merchant using my Visa Checkout account. What should I do?


Contact the merchant directly to verify your order or make any changes.

54. What is the Address Book in Visa Checkout?


The Address Book in your Visa Checkout account lets you securely store addresses in your account, and it lets you easily select shipping addresses while you shop. You can also designate a default shipping address, which helps you check out even faster when you frequently ship to a particular address.

55. How do I add an address to my Visa Checkout account?


To add an address, follow these steps:

  • Sign into your Visa Checkout account
  • Click the "Address Book" tab
  • Click the "Add an address" link
  • Enter the address details in the provided fields. If the address is the one you most frequently use, you can check the "This is my default shipping address" box. Your default address is automatically selected for you when you pay with Visa Checkout
  • Click "Save address"

56. How do I remove an address in my Visa Checkout account?


To remove an address you've added to your account, follow these steps:

  • Sign into your Visa Checkout account
  • Click the "Address Book" tab
  • Next to the address you'd like to remove, click the "remove" link
  • Click the "Remove address" button to confirm

External Account Transfer


1. Can I use External Account Transfer to transfer money between accounts at the same financial institution?


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.

2. What accounts types are eligible for the External Account Transfer service?


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.

3. Can I send money internationally through External Account Transfer?


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

4. How does External Account Transfer work?


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.

5. What is the cut-off time to submit a transaction through External Account Transfer?


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.

6. Can I cancel or edit a payment made through External Account Transfer?


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.

7. How do I complete a transfer with External Account Transfer?


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.

8. When are External Account Transfer transactions processed and when will the funds be available?


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.

9. Why do I have to verify my external accounts to use External Account Transfer?


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.

10. How would I use External Account 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.

11. What account types are not eligible for the External Account Transfer service?


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.

12. Why do I have limits on my payments through External Account Transfer?


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.

13. How do I sign up for NBT Bank's External Account Transfer service?


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.

14. Can I transfer funds to another NBT Bank customer through External Account Transfer?


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.

15. Will the login process for NBT Online Banker change due to One-time PIN?


The login process will remain the same. You will only be prompted to enter a One-time PIN when you choose to complete certain online banking transactions such as External Account Transfer.

16. Can I register more than one mobile phone number?


Only one mobile phone number can be registered at any time and the One Time PIN will always be sent to the mobile phone number you have provided to us. To update your contact details you can sign on to NBT Online Banker or contact our Call Center at 800.628.2265. Call Center representatives are available weekdays from 7:00 a.m. to 7:00 p.m. and Saturdays from 9:00 a.m. to noon.

17. How do I update my contact information to ensure my One-time PIN is delivered to me?


Your personal information can be updated at any time using the "Change of Address" feature under Other Services within NBT Online Banker.

18. What if I don't receive my One-time PIN?


If you don't receive your One Time PIN you may request another by clicking "Send OTP" a second time. Each six-digit One Time PIN is valid for ten minutes once your receive it. If after ten minutes you still don't receive your One Time PIN, please contact our Call Center at 800.628.2265. Call Center representatives are available weekdays from 7:00 a.m. to 7:00 p.m. and Saturdays from 9:00 a.m. to noon.

19. How long does it take to receive the one-time PIN to my in box or via phone?


The One Time PIN will be sent instantly and is valid for ten minutes. After ten minutes, the One Time PIN will expire, and you will need to generate a new one. You can do this through the One Time PIN screen in NBT Online Banker.

20. How will I receive my six-digit One-time PIN?


You may choose to have your six-digit One Time PIN delivered one of three ways:

  • Automated call back to your phone number on file
  • Text message to your mobile phone number on file
  • Email to your email address on file

21. What happens if I enter an incorrect One-time PIN?


If you have attempted to enter your One Time PIN three times and you are not still able to log in, you may be locked out of NBT Online Banker. Please contact our Call Center at 800.628.2265 for assistance. Call Center representatives are available weekdays from 7:00 a.m. to 7:00 p.m. and Saturdays from 9:00 a.m. to noon.

22. As a Business Banking Customer, when will I need to use a one-time PIN?


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

23. As a Personal Banking Customer, when will I need to use a one-time PIN?


NBT Online Banker customers using our External Account Transfer service to move funds between their NBT Bank account and accounts at other financial institutions or to make a payment on their NBT Bank loan will be required to enter a One-time PIN to verify they are initiating the transaction.

24. Why is there a need for one-time PIN?


One-Time PIN serves as an added layer of authentication when you perform certain transactions within NBT Online Banker. This additional layer of security should provide you peace of mind when you manage your account online with us.

25. As a Personal Banking Customer, do I have to enter a One-time PIN for every transaction or every session?


NBT Online Banker customers will be required to enter a One Time PIN for each External Account Transfer you schedule.

26. Can I use the same one-time PIN multiple times?


A One Time PIN is a dynamic password and is valid for the current session or transaction only.

27. What is one-time PIN?


One-time PIN has been introduced as an additional layer of security to protect your NBT Online Banker account from fraud. A One Time PIN is a randomly generated, six digit number delivered to you as an automated phone call, text message or email. One Time PIN is confidential and should not be shared with anyone, even if the person claims to be an NBT Bank official. To ensure you receive the One Time PIN when required, it is important that you keep your contact information updated with us.

28. As a Business Banking Customer, do I have to enter a One-time PIN for every transaction or every session?


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.

29. Is there a fee for one-time PIN?


NBT Bank does not charge a fee for this enhanced security feature. Standard Text Messaging and data fees from your mobile provider may apply.


CardValet


1. How do I receive notifications on the CardValet App?


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.

2. Can I increase my ATM and Point-of-Sale (POS) purchase limits using the CardValet app?


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.

3. What are the CardValet password requirements?


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.

4. When using the CardValet Application, will adding controls or turning off my card affect recurring transactions?


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

5. Can multiple users register with CardValet using the same card?


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.

6. I set region on the map on the CardValet App. Does this mean my card can only be used exactly in this region?


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.

7. I keep hitting refresh but it does not update balance on CardValet. Why?


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.

8. Can a user turn on My Location for a dependent's card on CardValet? How will it work?


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.

9. If I have multiple cards can I unmanage just one of the cards and still be able to use CardValet for the other card I have?


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

10. When merchant or spending limit controls are in place for multiple users on CardValet (i.e. controls a parent has put in place for merchant category for a child) can the child override those controls?


Yes. An alert is sent to other users who have registered the same card number stating that a control has been changed.

11. I set My Location on CardValet but turned my phone off. Will my transactions get denied?


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.

12. How many cards can you register within a single CardValet application?


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

13. If I lose my debit card and shut it off within the CardValet app, will I automatically be issued a new card?


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.

14. On the CardValet App, what is the range of the "My Location" control?


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.

15. When cardholders receive a reissued or replacement card, will they have to update their cards within the CardValet application?


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.

16. When unmanaging on the CardValet app, does that actually delete the card from the app or will it still show in the settings screen?


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.

17. I have two cards from different financial institutions that support CardValet. Can I register both cards with CardValet?


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.

18. Why do I see two balances on CardValet, and what do they mean?


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.

19. Can I use my online banking login credentials for 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.

20. What is 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.

21. If I have notifications turned off within CardValet or my phone settings stop them from appearing, is there another way I can view them?


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

22. I turned location to my location on the CardValet app but it says location is not turned on in device. What should I do?


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.

23. I set a spend limit of $50 on CardValet but can't fill gas in some stations. Why?


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.

24. I see server unreachable error on CardValet. What does this mean?


"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.

25. Can I restrict which stores my card can be used at on the CardValet App?


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.

26. I am not able to see my teller transactions or bill pay on CardValet account.


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.

27. How long do I have to wait to use my card after turning it back on within the CardValet App?


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

28. Can notifications be turned off for a specific time period on the CardValet App?


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.

29. I turned my card on and set My Location on CardValet, and I was at the merchant location. My transaction still got declined, why?


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.

30. I added my son's card to my CardValet app. I turned it off but it turned on again. Why?


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.

31. I have a custom debit card, but the card image within CardValet is red, why?


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

32. Is CardValet App available to Canadian customers?


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

33. I set control preferences on CardValet. Do I need to set alert preferences separately for the same card?


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.

34. On the CardValet App I set my child's limit to $40 but they were able to spend $100 in a day, why?


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.

35. If my child and I have a joint checking account and I registered my child's debit card in the CardValet App, can I set up restrictions for their card?


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

36. How do I handle declined transaction notifications from the CardValet App?


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.

37. Why does my full address not fit when registering for CardValet?


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

38. I see accounts that I don't want to manage from my CardValet app. How do I turn these off?


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.

39. Can I check my account balances using CardValet?


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

40. How long does it take for an alert setting to take effect in CardValet?


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

41. If I don't log out of the CardValet app, how long will I stay logged in?


The app automatically logs the user off in 10 minutes.

42. Does CardValet work for ATM and Credit cards?


No, CardValet currently supports personal and business debit cards.

43. Where can I find the CardValet app to download?


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

44. How do you do a deposit through CardValet?


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.

45. Can I restrict transactions by location on the CardValet Application?


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

46. On the CardValet App, if I set a location restriction will it stop online purchases?


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

47. What happens if I leave my phone at home or I don't have it on me after setting up location on CardValet?


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.

48. How many times can I input my password incorrectly before I am locked out of CardValet?


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.

49. How are controls established for various merchant types on the CardValet Application?


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.

50. I set low balance alert but did not get an alert immediately after it went below. When is alert generated on CardValet?


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.

51. Can we turn the low balance alert off on CardValet?


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

52. I forgot my CardValet Password. How can I reset it?


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"

53. I set "Do Not Disturb" but still get some alerts on CardValet. What is going on?


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.

54. Do I need a smartphone or tablet to use CardValet?


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.

55. What should I do if I forgot my CardValet user name?


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.

56. Can I enable international travel on CardValet?


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.

57. Can cardholders block all international transactions on CardValet?


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

58. When loading more than one card on a device, what type of information do I need in order to register each card on 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.


Chip Card Technology


1. Can I use my current card until I receive my Chip Card?


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.

2. Can a Chip Card be used at a swipe-only payment terminal?


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.

3. Are Chip Cards safer than magnetic stripe cards?


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.

4. Will I be able to use my Chip Card when traveling?


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.

5. When will I get my Chip Card?


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.

6. What is Chip Card Technology?


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.

7. Do all merchants have Chip Card readers?


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.

8. How do I use a Chip Card?


  • 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.

9. How do Chip Cards protect me from fraud?


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.

10. Will my card number change with my new Chip Card?


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.

11. Will I need to choose a new PIN when I receive my new Chip 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.

12. Is Chip Technology compatible with Mobile Payments?


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


Fingerprint Authentication


1. Why, after I log out, am I unable to log back in using Touch ID or Fingerprint Sign-in?


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.

2. I opted out of fingerprint authentication but now I want to enroll. How do I do that?


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.

3. I originally activated use of Fingerprint Authentication, but no longer want it. How can I unenroll?


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.

4. Why am I not being prompted to enable 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.

5. How can I enable fingerprint authentication on my Apple or Android device?


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.

6. Who is able to use Touch ID or Fingerprint Sign-in?


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.

7. Is fingerprint authentication available for both Android and Apple® devices?


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

8. When will I be prompted to use fingerprint authentication with my NBT Bank app?


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.


Solar Loans


1. For a prepayment or a lump sum payment on my solar loan, can I choose to pay off the principal of either the interest bearing portion or the zero interest portion?


All prepayments will be applied first to the interest-bearing portion of the loan, which provide you a benefit as you will be saving money in interest over the life of the loan. After the Zero Interest Portion of the loan matures, the prepayments will be applied to the Zero Interest Portion of the loan.

2. I’ve installed a solar energy system and I’m not seeing savings on electric bill. What should I do?


Please contact Sungage Financial:

http://www.sungagefinancial.com/
844-SUNGAGE 844-786-4243

3. Can I change the day of the month my solar loan payment is due?


Yes, by calling 844-NBT-LEND If you want to change the due date within the first 90 days, you can do so at no additional charge (although there may be additional interest charged) After 90 days, you may change the due date, but there may be an additional charge.

4. What services can NBT Online Banker provide for me regarding my Solar Loan payment?


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 Solar Loan payment
  • Initiate a stop payment and
  • Email your questions to customerservice@nbtbank.com

5. How do I make a payment for my solar loan by phone?


You have two options for making payments by phone.

  • Call Service Center at 844-628-5363 to reach a Call Center representative who can assist you with your payment.
  • Use Automated Service. Call 855-805-9588 and follow the prompts to make a payment using our automated service; the fee for this service is $4.95.

6. What do I do if I have a problem with my solar energy system?


Please contact your solar energy system installer.

7. Will I be sent a reminder regarding the due date of the Zero Interest Portion of my solar loan?


Yes. You will be sent weekly reminders starting from 8 weeks prior to the ZIP payment maturity date. The letter will include your solar loan balance as well as payment options.

8. How do I pay off the Zero Interest Portion of my solar loan?


You can make a one-time payment towards the Zero Interest Portion of your loan in several ways:

  • Online: Make a one-time ACH payment. Complete the online ACH form to transfer funds from your bank account at any financial institution. Submit both ZIP and monthly payment when using this payment option, even if you are enrolled in recurring ACH payments. Your recurring ACH payment will be suspended without authorizing duplicate payment.
  • Check: Mail check with the completed payment coupon to:
       NBT Bank Loan Operations
       P.O. Box 149
       Canajoharie, NY 13317
  • Service Center: Call NBT’s Solar Lending Customer Service team at 877-NBT- LEND (844-628-5363)

Please Note: Service center transactions will require an additional fee.

9. Who is NBT Bank?


An independent community bank, NBT Bank serves 500,000 customers, offering personal, business and wealth management services through a network of over 150 locations and through online and mobile channels. NBT Bank and our parent company, NBT Bancorp Inc., are based in Norwich, NY.

NBT Bank operates as the lender for the Sungage Solar Loan program in close coordination with Sungage Financial, and we have a longstanding partnership offering point-of-sale financing on behalf of Lending Club Patient Solutions.

10. Can I speak with a service representative about my solar loan? What are the hours of operation?


Please call us at 844.NBT.LEND 844-628-5363

NBT’s Call Center is available:
Monday - Friday: 7:00am – 7:00pm
Saturday: 9:00am – 12:00pm

11. Will I be able to view the ZIP payment balance and ZIP payment maturity date for my solar loan in Online Banker?


NBT Online Banker will show the original amount of the ZIP of your solar loan as well as the maturity date.

Prior to ZIP payment maturity date, your prepayments will apply to the principal of the loan, reducing your loan interest over the term of the loan. On the maturity date, your prepayments will apply to zero interest portion of your loan.

12. What are the benefits of eStatements?


eStatements are convenient, secure and manageable. By enrolling, you reduce the hassle of filing paper and your full statement will be available to you electronically, from home or anywhere. Additionally, you will receive an email notification when your new statement is ready. All statements dating back 18 months will remain online for viewing.

13. How do I sign up for eStatements for my Solar Loan Account?


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 Solar Loan Account
  • Click the Enroll button

14. How do I determine my current outstanding solar loan balance prior to the ZIP Maturity Date?


Please refer to NBT Online Banker or your statement. To determine the current amount owed on your solar loan prior to ZIP Maturity date, please add together the following fields:

  • Balance (This field represents the current interest bearing portion of your loan)
  • Zero Interest Loan Balance (This field represents the Zero Interest Portion of your loan where interest has been deferred until you reach your maturity date.)

The sum of the two fields will represent the current amount owed on your solar loan prior to your Maturity Date.

15. What are the benefits of enrolling in Automated Payments?


There are several benefits to enrolling in Automated Payments. Once enrolled your payment will go through each month on the day that you've selected. When you make an automated payment, it processes through a secure, encrypted system. It is a fast, free, convenient method of paying your loan.

16. I’m a Sungage Customer. How do I enroll in ACH?


Please call us at 844-NBT-LEND (844)-628-5363.

17. Can I extend the interest-free term of my solar loan to 18 months at any point during the process?


No. The amount and term of the loan must be finalized prior to funds being disbursed to your installer.

18. Can I manage my solar loan completely online?


Your solar loan can be managed through NBT Bank Online Banker, an easy-to-use online banking experience that makes handling your solar loan flexible and convenient. You will be able to see your balance, confirm your payment and sign up for eStatements.

19. I am a Sungage customer. How do I enroll in NBT Online Banker after the automatic enrollment period ends?


If you choose to enroll in NBT Online Banker after the automatic enrollment period has ended, please go 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

20. Will interest accrue on the full solar loan amount released at first disbursement?


No, interest will only accrue on the interest bearing portion of the loan, beginning at first disbursement. No interest will be charged on zero interest portion of your solar loan if you pay prior to the ZIP payment maturity date.

21. Is it possible that the final "at maturity" payment on the Truth in Lending (TIL) disclosure could be higher than the listed monthly payment?


Yes, the "at maturity" payment listed on the Truth in Lending (TIL) disclosure may be slightly higher than the regular monthly payment. However, the actual "at maturity" payment will depend upon your actual payment history and could be higher or lower than the "at maturity" payment listed in the TIL.

22. When is my first solar loan payment due?


Your first payment will be due approximately 60 days after the first disbursement is paid to your installer. The exact due date can be located on your statement or in your NBT Online Banker account.

23. Are there fees associated with the various solar loan payment options?


There are multiple options available for making personal loan payments. Some payment methods include a convenience fee and some have no fees.

There is no fee for payments made on or before the due date when you select one of the following payment channels:

  • One-Time ACH payment payment form
  • Payment over the phone with assistance of the Service Center representative at 844-628-5363
  • NBT Online Banker
  • By Mail
  • In person at any one of our convenient branch locations.

The following payment methods include a convenience fee:

  • Payments made through the Pay Your Loan Link and with our automated Phone Service are subject to a $4.95 fee.*
  • Payments made through Automated Service are subject to a fee of $4.95.*

*Note: If your payment is made after the grace period, you will also incur a late payment fee.


LendingClub Patient Solutions Loans


1. How do I obtain a refund for my LendingClub Patient Solutions loan?


Please contact LendingClub Patient Solutions Customer Care Center at (800) 630-1663. for further assistance with obtaining a refund for services not rendered.

2. What do I do if my medical provider is disputing the amount of refund for my LendingClub Patient Solutions loan?


In case of a dispute, please provide itemized bill to the LendingClub Patient Solutions team by faxing to 508-281-8505 or emailing to solutions@lendingclub.com. You can also call LendingClub at 800-630-1663 and provide authorization for LendingClub Patient Solutions to ask for the itemized bill from your medical provider

3. How long does the LendingClub Patient Solutions refund process take?


The refund process takes about 15 business days to complete. The timeline may vary depending on how long it takes for provider to return funds to LendingClub Patient Solutions.

4. Can I speak with a service representative about my LendingClub Patient Solutions loan? What are the hours of operation?


Please call us at 833-NBT-LEND (833-628-5363).

NBT’s Call Center is available:
  Monday – Friday: 7:00 a.m. – 7:00 p.m.
  Saturday: 9:00 a.m. – 12:00 p.m.

5. I did not obtain the services from my medical provider. How can I request a refund?


When services are not rendered and a full refund is due, you will need to contact your medical provider to initiate the refund process with LendingClub Patient Solutions. The medical provider will contact LendingClub Patient Solutions to arrange for a refund on your loan.

Should you have trouble reaching your medical provider, please call LendingClub Patient Solutions Customer Care at (800) 630-1663.

6. I am an existing LendingClub Patient Solutions customer and would like to add additional funds for services. How do I do this?


If you have an existing loan through LendingClub Patient Solutions and would like to add additional funds for services, please call LendingClub Patient Solutions Customer Care Center directly at (800) 630-1663.

7. I am a LendingClub Patient Solutions customer. How do I enroll in Automated Payments?


You should have received an Automated Payments form when you applied for your LendingClub Patient Solutions Loan. This form can be filled out and sent back to NBT Bank for processing.

8. When is my first medical loan payment due?


Your first medical loan payment will be due approximately 45 days after execution of your loan documents. The exact due date can be located on your statement or in your NBT online banking portal.

9. How do I make a LendingClub Patient Solutions Loan payment by phone? Are there any fees associated with phone payments?


Please call us at 833-NBT-LEND (833-628-5363) and follow the prompts to payment or visit the Loan Payment page for additional information.

10. I’m a LendingClub Patient Solutions customer. How do I enroll in NBT Online Banker after the automatic enrollment period ends?


If you choose to enroll in NBT Online Banker after the automatic enrollment period has ended, please 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

Your Tuition Solution Loan


1. How do I obtain a refund for my Your Tuition Solution loan?


You may contact Your Tuition Solution Customer Care Center at 800-920-9777 for further assistance with obtaining a refund for services not rendered.

2. What do I do if the center or school is disputing the amount of refund for my Your Tuition Solution loan?


In case of a dispute, please provide itemized bill to the Your Tuition Solution team by faxing to 508-281-8505 or emailing to solutions@lendingclub.com. You can also call Your Tuition Solution at 800-920-9777.

3. Can I speak with a service representative about my Your Tuition Solution loan? What are the hours of operation?


Please call us at 833-NBT-LEND (833-628-5363).

NBT’s Call Center is available:
  Monday – Friday: 7:00 a.m. – 7:00 p.m.
  Saturday: 9:00 a.m. – 12:00 p.m.

4. How long does the Your Tuition Solution refund process take?


The refund process takes about 15 business days to complete. The timeline may vary depending on how long it takes for center or school to return funds to Your Tuition Solution.

5. How do I make a Your Tuition Solution Loan payment by phone? Are there any fees associated with phone payments?


Please call us at 833-NBT-LEND (833-628-5363) and follow the prompts to payment or visit the Loan Payment page for additional information.

6. I am an existing Your Tuition Solution customer and would like to add additional funds for services. How do I do this?


If you have an existing loan through Your Tuition Solution and would like to add additional funds for services, please call the Your Tuition Solution Customer Care Center directly at 800-920-9777.

7. I am a Your Tuition Solution customer. How do I enroll in Automated Payments?


You should have received an Automated Payments form when you applied for your Your Tuition Solution Loan. This form can be filled out and sent back to NBT Bank for processing.

8. I’m a Your Tuition Solution customer. How do I enroll in NBT Online Banker after the automatic enrollment period ends?


If you choose to enroll in NBT Online Banker after the automatic enrollment period has ended, please 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

9. When is my first Your Tuition Solution loan payment due?


Your first Your Tuition Solution loan payment will be due approximately 45 days after execution of your loan documents. The exact due date can be located on your statement or in your NBT online banking portal.


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