Personal Banking Customer Support

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

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

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

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

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

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

Yes. You can easily pay bills using Mobile Banking.

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

Mobile Banking bill payments are processed to payees immediately or as scheduled, just as experienced within Online Banking. If your payment is made electronically, payment will be received in 2 to 3 business day after posting to your account. If your payee does not accept electronic payments, a check will be generated and the payment will be received on the date specified within Bill Pay.

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

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

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

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

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

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

For the security of your account and accuracy of your account transactions, Mobile Deposit will conduct several tests to ensure your check complies with the Federal Reserve standards for clearing check images. Our recommendations to meet those requirements include:

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

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

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

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

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

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

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

Yes.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Your login ID must:

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

Your password:

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

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

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

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

To recover your Login ID

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

From the Account Balances screen:

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

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

From the Transfers Tab

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

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

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

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

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

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

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

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

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

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

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

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

Account history can be viewed within the system for 18 months back from the current date. Your account history will begin building on the day your Internet banking account is activated.

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

• Navigate to www.nbtbank.com and select "NBT Digital Banking" in the account Login section
• Click on "Register Now!" below the "Login Now"
• Follow the prompts

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

To cancel or modify a payment:

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

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

Select the “Payments” option from the main menu.

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

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

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

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

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

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

No.

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

Just follow these simple steps to easily enroll in eStatements:

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

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

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

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

Changing your password is quick and easy from within NBT Online Banking.

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

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

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

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

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

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

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

• View account information, history and eStatements
• Make your payment
• Initiate a stop payment and
• Email your questions to [email protected]

Account history can be viewed within the system for 18 months back from the current date. Your account history will begin building on the day your Internet banking account is activated.

Changing your password is quick and easy from within NBT Online Banking.

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

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

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.

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

Same-Day Availability

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

Next-Day Availability

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

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

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.

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

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"

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."

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.

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.

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.

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

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.

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

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.

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

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

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".

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.

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.

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.

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.

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

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

For questions regarding your Visa Checkout account, please contact Visa Checkout support at [email protected] 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.

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

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.

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

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.

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

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.

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

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

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.

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.

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

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

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

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.

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

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.

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

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.

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

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

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.

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 contact Visa directly by calling 1-800-847-2911.

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.

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.

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.

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

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.

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

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.