Frequently Asked Questions
Answers to the most commonly asked Digital Banking questions.
NDBT provides a variety of ways to self-service your digital banking experience. This FAQ is a good place to start!
Digital Banking - Frequently Asked Questions
If you need further assistance, please contact us at 972.716.7100 or customer.service@ndbt.com. More visual explanations of how to use the new digital platform can be found by accessing our Digital Banking User Guide and Digital Banking Business User Guide.
Topics are arranged in alphabetical order: Accounts; Bill Pay; Card Management; Check Services; Deposits; Documents; Login; Message Center; Miscellaneous; Mobile App; Pay & Transfer; Quick Apply; Telephone Banking; Viewing External Accounts
What are some of the features of the new digital banking platform?
The new digital banking platform has a simple, clean look and improved navigation, as well as several other improvements:
- Enhanced Security: Introducing a new learned-based technology to help protect your information.
- Better Communication Tools: Communicate with our support team more efficiently, while important information is sent to you in a safe, secure manner.
- Streamlined Transactions: Enjoy hassle-free payments, transfers, and bill management right from your fingertips.
- Self-service Tools: Easily manage password resets and forgotten usernames.
Accounts
Will my accounts information from other financial institutions carry over to the new platform?
Yes. Any transfer accounts from other Financial Institutions that are currently established on your account will carry over to the new platform and be seen under the Accounts page. *However, if you ar utilizing the Financial Wellness tools located in the Goals tab, you will need to re-enter the account information to gain a more holistic view of your finances (balances/transactions).
Will I have access to all of my accounts with a single login?
Upon request, we can establish access to any of your shared accounts with a single login. In order to request this functionality, please contact us directly.
Where can I find my loan payment amount?
Loan payment amounts will show in the Make a Transfer screen within the Transfers page or the Account Details tab within the Accounts page.
Where can I find my account number in Online Banking?
Under the Accounts page, select the eye icon next to your hidden amount number to view. To hide again, reselect the eye icon.
Where can I find NDBT's routing number in Digital Banking?
The routing number can be found by scrolling down to the bottom of any page on Online or Mobile Banking.
Will setting a category for a certain transaction and merchant be applied to future purchases?
Yes, as long as there is not a change to the Merchant’s information, the new platform will recognize the transaction and categorize it as you have previously designated.
How far back can I search transactions on an account?
Up to 18 months of transactions will be available.
How far back will my check images written from my account be available?
Up to 18 months of check images will be available for checks written from your account.
Will I be able to download statements to Quicken or Excel?
Yes. Using the Accounts page, simple select the Download icon and select download options.
If I hide my account, will I still be able to transfer funds to/from that account in Online Banking?
Yes. Hiding an account from the Home/Dashboard will not affect your ability to transfer to and from the account. You can gain visibility again by navigating to the Settings and making the appropriate modification under the Accounts tab or you can unhide the account from the Home/Dashboard screen. If an end user hides the account on either the Settings or Accounts tabs, they will not see that account in the “To” or “From” dropdown menu on the Transfers screen. As a result, they will be unable to use that account for transfers until they unhide it on either Settings or Accounts screens.
Bill Pay
Will my bill pay information carry over to the new digital banking platform?
Yes. All your current payee/payment information will carry over. Please review your bill pay settings, just to be sure everything is correct.
If I am transferring to a new payee, do I need to verify with a temporary code?
Yes. Anytime money above a set threshold is being transferred out of your account, or a new account link (external or internal) is being established, a verification code will be sent via Voice, Email, or Text to verify your identity.
I had a recurring transfer set up in the old platform, does it need to be reset in the new digital banking platform?
No. Any recurring transfers will be converted to the new digital banking platform. Should you need to make modifications (edit or delete) to the recurring transfers after the conversion, navigate to Transfers and Payments, then select Scheduled. From there you can make modifications or cancel the recurring transfer.
Why is the option to edit and delete a transfer series greyed out in the Schedule tab?
If the option to edit or delete a transfer series is greyed out, this means the series was set up by an employee on your behalf outside of the online banking platform. Modifications to this series will require assistance from a representative.
I previously set up a transfer. Will I be able to edit or cancel it in the new system?
Converted transfers can be edited in the account or memo fields. You have the ability to cancel scheduled transfers.
Will I need to set up my payees again?
No, existing payees and scheduled payments will appear in the new platform.
What is the turnaround time for an electronic bill pay payment?
2-3 business days.
What are ebills vs Bill Pay and how is the Bill Pay widget view different?
An eBill (electronic bill) is an electronic version of a paper bill that you can view and pay via the Bill Pay widget. The eBills are only compatible with the companies that have been designated as an eBill provider (ex: Verizon Wireless, Discover and Home Depot).
Why am I receiving the following error when attempting to submit a payment in the Bill Pay Widget? "Error: An unexpected error has occurred. Please try again later. Original Error Code: IPay.8040"
This error is occurring due to the entry in the memo field. You may be using too many characters (Max = 25), or you may be using special characters that are not allowed.
Card Management
Which cards are eligible to use the lock/unlock feature?
All of our debit and credit cards are eligible for this feature.
What happens when I lock my card?
Within minutes, you will see the card appear locked. Locking your card will prevent new transactions, while still allowing recurring transactions, pre-authorized payments and refunds to post to your account.
What happens when I unlock my card?
Once your card is unlocked, you may resume transactions and payments.
Should I lock my card if I see an unauthorized transaction?
No. Please dispute the transaction in Online Banking or contact us, and we will block the card and send you a new card. We recommend you lock your card for temporary misplacement. If you suspect fraudulent charges or you are certain you have lost your card, please contact us.
Will a locked card work in my mobile wallet?
No. The card will show up in the mobile wallet, but authorizations will be declined.
Will I receive card alerts?
Once you register your card and select your notification preference, all card transaction alerts will be sent to you in real time.
Card Rewards
Will the Card Rewards Widget work for both cash rewards and regular rewards?
Yes.
Check Services
When I Stop Payment via Check Services, will I get charged a stop payment fee?
The stop payment fee is determined by the financial institution, so the amounts and stipulations may vary.
Will members over age 65 still be charged for checks when they order using online banking?
Yes. To receive a check order for free, users over 65 must make this request with a representative.
Dashboard (Home)
What is new?
Besides a new design and a friendly user experience, we hope you enjoy the new features of card controls, financial wellness, and mobile wallet.
Deposits
How does Mobile Deposit work?
Select Deposit Checks, the account you wish to deposit to, enter the amount of your check and Sign the back of your check or, if available, check the box that reads: “Check here if mobile deposit.” You will then be prompted to take a photo of the front and back of your endorsed check with your mobile device. Be sure to capture a clear picture with all 4 corners of the check in your mobile device’s camera screen. Then submit your deposit. You will receive a confirmation message on your mobile device along with an email confirmation, after your deposit is submitted.
When will my mobile deposit funds be available?
Usually within 10 minutes unless a hold is applied. Common reasons a hold is applied include: large deposit amounts, third party checks, deposited checks returned unpaid, etc. When the funds are available, you will be able to see the amount in the available balance of the account you selected when you submitted the mobile deposit.
E-Docs
Will I be able to download statements to Quicken or Excel?
Yes. Using Accounts, simply select the share and then the export icon.
Linking External Accounts
Why won't the banking account from another financial institution sync?
Ensure the login information is correct for the bank that you are attempting to link. If your login information is correct, and you are still having an issue and/or if you notice a yellow alert icon or the “Balance as of…” date is old, you will need to manually refresh the data. For mobile users, navigate to Settings and under Accounts, select the account that needs to be synced, and then “update login.” For desktop or tablet users, navigate to Settings and under Accounts, select the account that needs to be synced, and the refresh icon.
How often are my external accounts updated?
Daily. Please note, some accounts will not automatically refresh if the other financial institution requires multi factor authentication (for example, security questions). If they use multi factor authentication, this will require you to refresh your credentials by navigating to Settings, under Accounts, and clicking on the aggregate account you would like to be updated.
Can I receive my statements from other financial institutions on this application?
No. You will still have to access most features using your other financial institutions application.
What can I do with a linked external account?
Adding external accounts will give you a holistic view of your personal finances. Using the Financial Wellness widget will allow you to have a full view of your spending by category. You can use the filter option to look at specific categories or time frames across your accounts.
Logging In
How do I log into the new system?
- Android mobile device – Delete the old application from your phone and download the new version from the Google Play Store
- iOS mobile devices – Ensure your application is the latest version
- Log in using your current username
- Enter your current password
- A temporary passcode/password will be sent to your designated contact preference on record (voice, email, text)
- Create your new personalized password (you will use your current username and this password to login moving forward)
Can I use my same username?
Yes. You can use your existing username. If you have forgotten your username, click the “Forgot Username?” link on our home page.
Can I use my same password?
No. Once you have logged in the first time using your current password, you will be prompted to create a new password.
How will my biometrics be affected?
If the biometric security (fingerprint scan or face recognition) on your mobile device is currently activated, you will be prompted with setup instructions.
Will my account look the same when I log in?
All of your current account information will transfer securely to the new system. Once you log in, you will immediately notice a change to the home/dashboard layout, giving you a convenient snapshot view of your accounts. You can easily rearrange the home/dashboard according to your preferences.
What is going to be different?
The biggest and best difference is that most everything you can do within the online platform can now be done in the mobile app, providing a seamless banking experience so you can easily manage your money from a single device. Even better, our new service offers a suite of user-friendly tools for doing everything from everyday banking to achieving long-term financial goals.
Can I change my username and password after my initial log in?
Yes. You are able to change your username and password by navigating to Settings and following the instructions.
Message Center
What does the Message Center do?
It allows you to send secure messages to NDBT and it allows us to send secure messages to you.
What happened to the digital banking after hours telephone support?
NDBT’s new digital banking platform includes support tools within the system to replace the previous need for outside support, including password resets and forgotten usernames.
Miscellaneous
Will my device/browser work?
Online Banking supports the last two versions of the browsers listed below:
- Google Chrome: Latest two versions
- Firefox: Latest two versions
- Internet Explorer: v11*
- Microsoft Edge: Latest two versions
- Safari: Last two major versions
- IOS: Last two major versions
- Android: v9.0 and higher
*Limited Support: Some functionality may not work as expected. End users with IE 11 as their browser will still be able to access essential functionality of Online Banking.
Can I update my beneficiary online?
No.
Can I change the language of my online banking screen?
Yes. To change languages you would need to access your profile and change your default Language.
Are notifications for my account in real time?
Some alerts will be sent out in real time (for example, Mobile Deposit alerts). Most alerts will be sent out to members in batches. The will not be in real time as batches take place at 12am, 6am, 12pm and 6pm.
What are the important links found in Quick Links?
Currently the Quick Links include direct access to:
- Statements/Tax Forms
- Message Center
- Debit Card Alerts/Debit Card Controls
How can I make a loan payment from an external account (not with NDBT)?
To make a payment to a consumer loan that is not a credit card, please use the Make a Transfer feature. If you would like to make a payment to a credit card or prefer another option to make a payment, you can setup the external account, by navigating to Transfers and using Make a Transfer.
Will I be able to setup account alerts?
Yes. Alerts can be sent via mobile SMS, email or push notification to the application on a mobile device. Navigate to Settings and under Notification you can setup your alert preferences.
Why don't I have the ability to receive notifications via SMS text?
To activate the ability to receive mobile alerts, you must first agree to terms and conditions that can be found by navigating to Settings and under Contact, select the edit pencil next to the mobile number for the option to request a temporary code, confirm that code, and opt that mobile device in to receive SMS alerts.
What day and time are ACH transactions processed?
ACH process days and time are:
I replied "STOP" to stop receiving text message alerts but I am still receiving them. How can I make them stop?
Turn off alerts by navigating to Settings, choose Notifications, and click the gear next to the alert you are wanting to manage. Simply slide to turn the alert off and click save. Since alerts are customizable based upon the alert type, you will need to manage or turn off each alert that you do not want to receive.
I'm logging in from a different device, but am not receiving a prompt for a multi-factor authentication code.
If you have previously logged in with another device and selected “remember this device,” it is likely you are logging in with the new device but on the same Wifi connection. Therefore, the device will still show up under registered devices that can be found by navigating to Settings>Security.
Mobile App
Will I need to download a new app?
That depends on your device:
- Android users will need to delet the old app and download a new version from the Google Play Store
- Apple users will only need to update their application
What are the limitations of the mobile platform?
Almost all the functionality of the online platform is available on the mobile platform, with just a few minor exceptions.
What are some of the features not available on the mobile app?
Multi Pay for Bill Pay is available on desktop only.
Will the previous app stop working after go-live?
For Android users, yes. For Apple users the previous application will be updated with the new application.
Will I be able to see a copy of the check image in history when making check deposits using Remote Deposit Capture?
No. Only the check amount will be listed. You will only see images of ON US checks you have written from the account once they have cleared. This can vary depending on the Remote Deposit Capture provider.
Quick Apply
What does the Quick Apply widget do?
Quick Apply allows you to add a share to the account. These shares include: Money Market, Club Accounts, Certificate Accounts, and a Checking if you currently do not have one on the account. You are also able to apply for all consumer loans using this widget.
Telephone Banking
Why is there no telephone banking available?
Pay and Transfer
Are transfers in the transfer widget immediate?
Account to account, account to loan, and user to user are immediate. Setting up an external account for ACH transfers requires the micro deposit verification process and therefore is not immediate. Additionally, transfers set up for an existing external account would still take the 2-3 day window for the transfer to make it to its final destination.
Why am I seeing "CvtdTxfr" for scheduled transfers that were converted?
This is not an issue. This is just a way to track schedule transfers that were converted form the previous system. You are able to delete or change this memo if you prefer.
How do I transfer money to another user of NDBT?
Using Pay & Transfer, under Make a Transfer, select “Transfer to another user of this bank.” You will need to know the recipients last name, member number and account number. If you would like to save the account to transfer in the future, you can check the box to do so.
How is the person (another user of NDBT) I am sending money going to be notified?
An email notification will be sent to the user.
How long does the transfer to another user of NDBT take?
Up to 10 minutes.
How do I edit, delete or change a scheduled transfer that was done in the previous online banking platform?
Unless it was part of the transfers converted to the new platform, you will be able to see the history, but cannot make any modifications.
