New Mobile Banking FAQ


Getting started

I am already an online banking customer. Can I use my Online Banking Log in credentials for Mobile Banking?

Yes. In order to avoid delays in accessing the new system, please update your contact information to ensure the information we have on record is accurate. 

Login to our existing Online Banking>> Click Options>>Update any/all contact information in the fields shown.

When we move to the new system, we will send a Secure Access Code to the phone number/email address on our records and you will not be able to access the system without it.

How do I enroll in mobile and online banking?

You can enroll by completing this form. Our team will confirm when everything is set up.

How do I change my password?

If you have forgotten your password, you can click the forgot password link (also available from our login screens).

If you know your password but would like to change it, once in online banking, please select Profiles & Settings>> Security Preferences. Select Change Password. Enter your old password. Create and confirm the new password following the onscreen password criteria.

I don’t remember my username.

No problem. Please click our forgot username link and complete the prompts.

Why do I have to provide a secure access code when I login?

Secure Access Codes (SAC) provide an extra layer of security. They link to your online banking token system or contact information. By using this authorization system, you verify that you are the account holder. Don't worry. You can choose an option to "register this device" and it won't prompt you for this code again, unless you log in from a different system, or clear your local cache that stores these settings.

I currently use Mobile Banking. Will I need to download a new app?

Yes, we have a NEW app for the new experience. Please visit the Apple Store or the Google Play Store to download the new version.

General questions or general usage

Will I need to do anything after the upgrade regarding Bill Pay?

No action is required. All previously entered Bill Pay information (i.e. payees, scheduled payments, recurring payments, etc.) will remain in your online Bill Pay profile.

Account names have defaulted back to the account number, how do I change them back?

On the dashboard that shows all of your accounts, please click the three dots to the right of the account name. Then select "Nickname Account" type the new name and click save.

Will my scheduled transfers convert over to the new Online Banking system?

Yes. Any transactions (e.g. recurring transfers, bill payments) previously scheduled in the current Online Banking System, will be carried over to the new system and processed as normal.

Will I have access to my eStatement history?

Yes. You will continue to have access to 18 months of eStatements.

Will my transaction history transfer over to the new system?

Yes. At the initial login, you will have access to 12 months of transaction history.

Is your Mobile Banking app supported on my mobile phone?

Our Mobile Banking is supported on most iPhone®, iPad®, and AndroidTM devices. You can also use mobile phones with a mobile web browser that supports cookies.

Is Mobile Banking secure?

Yes, our Mobile Banking service utilizes best practice security services such as HTTPS, TLS encryption, password access, biometrics, and application time-out when not in use. Only the phones that you enroll can access your bank accounts and no account data is ever stored on your phone.

Questions for Business

What is a subsidiary?

A subsidiary is an alternate company profile that you can use when you create a payment or template. You can use subsidiaries when your business requires that you create transactions for multiple entities. This overview might help and this link explains how to manage them.

We import ACH files into the system. What NACHA file format requirements to import our file?

Please refer to our in-depth guide for importing a NACHA file.

How do I determine when to use the ACH options ‘Payment from file’ versus ‘ACH Pass Thru’?

The ‘Payment from File’ option should be used if the NACHA file being imported contains only one batch and is designated with either a PPD or CCD SEC class code.

 

If a NACHA file contains more than one batch or is designated with an SEC class code other than PPD or CCD (ex. IAT, WEB, TEL, CTX) then the ‘ACH Pass Thru’ feature will need to be used.

Can we import a CSV file with payment information into online banking?

A 5-column CSV file can be imported into Online Banking using the ‘Payment from File’ option within the ACH & Wire Payments menu. The five fields required are the following in this order: Recipient, ABA#, Account Number, Account Type (1 for checking; 2 for savings), and Amount.

I created a new user in online banking for my company but they cannot login, why?

All users must be validated first from a Chesapeake Bank employee. You and the user will be notified when access has been granted.

Why can’t the new user see any of our accounts?

When you create a new user, you must set the account rights, transaction rights, and limits for the user. 

If a user is deleted will we lose record of their activity?

No. It only removes their access and rights to the online banking system. All payments and templates that the user created remain, as do references to the online activity.

More great content coming your way

That’s right, we are currently working on several videos that include consumer and business overviews, along with “how-to” instructions.

Need additional assistance?

We have a solution center ready to help you, call 1-866-366-0959. We also have advanced questions and answers available online.