Personal Customer Assistance

We're moving forward

As we continue to navigate the ongoing impacts of COVID-19, NBT Bank remains committed to making sure that we support our customers and their banking needs safely and seamlessly. Whether you prefer to pop in to our branch lobbies with new safety protocols and enhanced cleaning, stop at one of our drive-thru or walk-up windows or conduct digital transactions from wherever you are with our mobile and online services—we’re here to help.

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Branches & ATMs

Visit Lobbies Safely

Loan Payment Options

Business Customer Assistance

Stimulus Payments

UPDATE:The IRS will start making payments by direct deposit or through paper checks to qualifying individuals starting the week of January 4, 2021.

Easy ways to deposit your stimulus check 24/7:

Mobile Banking app Deposit your check using your mobile device
ATM Deposit your check with no slip at any ATM 24/7

Stimulus Direct Deposit Alerts

Know exactly when your stimulus check has been deposited. Log in to online or mobile banking, go to Profile and select Alerts to get started. Be sure to update both “Manage Recipients” and “Manage Alerts” to receive text and/or email alerts.

Need more information? Visit the IRS's "Get My Payment" tool to:

Check your payment status
Confirm your payment type: direct deposit or check
Check your bank account information for direct deposit

For more details visit our Q&A section.

The best hours in banking

With our free and secure, 24/7 online and mobile banking services, you get the best hours banking has to offer for your everyday transactions. Enroll today and have access to the following services:

Transaction history
Checks cleared
Transfer funds between accounts
Pay bill and loans online
Send friends and family money with Zelle^®
Sign-up for direct deposit of your paycheck
Deposit checks using a mobile device
Find and ATM or Branch near you

Enroll today and gain 24/7 access to your accounts

Enrolling is quick and easy, and using these services provides 24/7 access to your accounts while maintaining social distance.

Enroll in online banking or download our mobile app for 24/7 digital access to your accounts.

Fraud Alerts

Protect yourself from COVID-19 scams.

Defending Against COVID-19 Fraud Scams

COVID-19 CARES Act Scams

Customer Support

Monday-Friday, 7am – 7pm
Saturday, 9am – 12pm

1-800-628-2265

We anticipate increased call volumes.

[email protected]

Facebook Messenger

Branch Availability

We have adjusted branch access in the interest of protecting our customers and employees.

Learn More

Economic Stimulus Q&A

Frequently Asked Questions and Answers

Haven’t found your answer? Search our popular questions below to help find what you’re looking for. Simply type in your question, or choose a subject from the dropdown, or do both and click Submit.

Popular Questions

Has a 2nd set of Stimulus payments been passed?

Congress reached a deal on a $900 billion coronavirus economic relief package that includes a second stimulus for most Americans. NBT Bank is currently monitoring the situation and preparing for the passing of the bill.

When will I see my stimulus check or direct deposit?

Stimulus payments could be processed as early as the week of 1/4. We recommend you review the IRS website https://www.irs.gov for additional information.

Who would qualify for a 2nd set of Stimulus payments and how much should be expected?

The second set of stimulus payments will work like the first round of stimulus checks and will be based on income. Americans with taxable income under $75,000 (or $150,000 for couples filing jointly) will be eligible for $600 per adult or $1,200 per couple. Children would qualify for stimulus checks worth $600 each. Payments phase out at a rate of $5.00 per every additional $100.00 in income starting at $75,000 in adjusted gross income for singles, $112,500 for heads of household, and $150,000 for married couples filing jointly.

How much will my Stimulus check or direct deposit be?

Eligibility and how to calculate your stimulus payment can be found at https://www.irs.gov/coronavirus/get-my-payment.

Is my Stimulus Payment in my account and can I use it?

Please use our free digital services to check your account for the stimulus deposit. Log in or enroll in NBT Online banking, NBT mobile banking or our automated NBT bank-by-phone line at 1-800-628-2265 select option 2 to confirm your deposit.

Why has my Stimulus direct deposit not been credited to my account yet?

Please check the IRS website for stimulus requirements. If you meet the stimulus requirements, please visit https://www.irs.gov/coronavirus/get-my-payment or call the Economic Impact Payment Questions team at 1-800-919-9835.

Why is my stimulus payment not the amount that I expected?

If your Stimulus check is not the amount you expected, please contact the IRS economic impact payment questions team at 1-800-919-9835.

What happens if my Stimulus Payment is directed to a closed account?

The payment will be returned to the IRS and a paper check will be issued to the address the IRS has on file for you.

I am not an NBT Bank Customer will you cash my check?

At this time NBT Bank will not be cashing Economic Stimulus Payment Checks for non-customers. However, you can visit one of our branch locations to open an account or go to www.nbtbank.com to apply for an account. Because you are a new customer, special rules apply during the first 30 days your account is open. As a result, the funds will not be available right away. We will inform you at the time of the deposit how long the hold will be.

For additional Frequently Asked Questions and Information

Visit www.IRS.gov/coronavirus

Important Service Disruption: