Frequently Asked Questions

HELP CENTER

Top 5 frequently asked questions

 How late in the day can I make Online Banking transfers?

Transfers can be made at any time. However, the transfer cut-off time is 8 p.m. Eastern Time during regular banking days, which excludes weekends and holidays. Any transfer made after 8 p.m. ET will be processed on the next business day.

 How do I sign up to receive eStatements?

If you currently use Online Banking simply click on the eDocs tab in Online Banking then click on Documents and Settings to enroll.

 When and how are bill payments processed?

Payments will be processed each business day starting at 3:00 p.m. Eastern Time. You may only edit or stop a scheduled payment if it still appears in your Scheduled Payments list. Payments scheduled after 3:00 p.m. Eastern Time will be processed on the next business day. When scheduling payments, you will receive an estimated delivery date. However, we recommend you use the following guidelines to ensure your payments reach your payees by the due date:

  • For electronic payments, allow 3 business days for the payment to be received and posted by your payee. For check payments, allow 5 business days for the payment to be received by your payee.
  • Electronic payments scheduled for same-day processing will post to your checking account the same business day if entered into Online Banking Bill Pay prior to 3:00 p.m. Eastern Time.
  • Check payments will be deducted the same as a check you would write from your checkbook and mail to a payee.
 What functions can I perform from my mobile device?
  • Locate branch offices
  • View Transaction History
  • View Account Balances
  • Transfer Funds between accounts
  • Pay Bills to existing Payees
  • View Alert
 Does Susquehanna have smartphone Apps?

Yes, two. Both are free and can be downloaded easily.

  • A Mobile Banking app for iPhone and Android where you can check balances, view transactions, transfer funds, and pay bills, You can go to the Apple App Store on your iPhone or the Google Play Store on your Android and search for Susquehanna Bank
  • A Mobile Deposit app for iPhone, Android and Blackberry where you can deposit checks into your checking account. You can go to the Apple App Store on your iPhone, the Google Play Store on your Android or Blackberry App World and search for Susquehanna Bank.


Need more answers?

Select a category to view a complete list of questions and answers for each topic.

Online Banking Basics

How do I sign up for Online Banking?

To sign up for Online Banking, Susquehanna’s online banking service, please complete the enrollment form

How much does Online Banking cost?

There is no charge for Online Banking services, however, there may be fees if you utilize our Cash Management service.

What are secure tokens and how do they work?

A secure token is a security feature that you may decide to utilize in order to provide an additional layer of protection for your online banking access. Susquehanna Bank offers this service to personal and business customers for a one-time fee of $20. Cash Management banking customers are required to use secure tokens, due to the type of financial transactions they can perform online; the cost of the token is covered within overall Cash Management charges.

The token will generate a unique, one-time-use code number that you must enter each time you access your accounts online. Coupled with your user ID and password, this will add another layer of authentication to help verify that only authorized users can access accounts and conduct transactions online. Protecting the security of your personal and financial information is a top priority of Susquehanna Bank, and we encourage you to utilize the secure token service. If you wish to request a secure token, please contact the Customer Service Center at 800-311-3182 and select any one of the Online Banking menu options to speak with a representative.

What kind of browser do I need to have to use Online Banking?

Online Banking supports Microsoft Internet Explorer, Chrome, Safari for MAC and Firefox. The browser must support SSL, 128- bit encryption. (Current plus two previous versions of these browsers may be used).

How do I know if my browser utilizes 128-bit encryption?

You can verify your browser encryption level by going to the Online Banking log-in page and selecting the "Test Browser" tab. You can also check your browser software. For Internet Explorer, click on Help, then select About Internet Explorer. Chrome uses the same settings that are set for Internet Explorer.

What happens if I forget my Online Banking password?

You are allowed 3 attempts to enter your password. If unsuccessful after the 3rd attempt, you will be locked out of Online Banking. Immediate access may be regained by using the password self-reset option or calling our Customer Service Center at 800-311-3182.

What happens if I don't log off of the system?

Online Banking has a 10 minute time-out feature. If you are logged in for 10 consecutive minutes without using Online Banking, the system will alert you that a time out is going to occur and allow you to choose to continue your session.

Does my Online Banking service ever expire?

Online Banking service does not expire if you are regularly using the service. However, if you do not log in to the service for 180 days, the service will automatically move into a dormant status. While in the dormant status, you will be unable to log in until you call us to request that your service be restored. If you still have not logged in at the end of 366 days, your Online Banking service will automatically be deleted.

Who do I contact if I have questions?

We want to make your Online Banking experience as easy and convenient as possible. If you have a problem or question, please call our Customer Service Center at 800-311-3182 , send a message through the Online Banking Secure Message Center, Email Us or contact your local branch office. Representatives are available to assist you in the Customer Service Center Monday through Friday 8 a.m. to 8 p.m. and, Saturday 8 a.m. to 4 p.m. EST.

Online Banking Cookies

What is a persistent cookie?

A cookie is a small piece of text stored on a user’s computer. A persistent cookie contains information that does not change between user sessions and is commonly used to save preferences of a user to ease navigation and device tagging.

Why does Online Banking require use of a persistent cookie?

Online Banking requires acceptance of a persistent cookie to make your online sessions more secure. We will use this cookie for positive device tagging allowing the system to confirm that the user and the cookie are associated with a profile. As long as the user is coming from the same cookie, then the system is more trusted.

What information is stored on this cookie?

The cookie is a hashed value created by our system. The value includes several things that we will not disclose due to security implications. The cookie cannot be placed on another computer and the cookie is encrypted.

Can my cookie be used by a hacker/fraudster?

Cookies that are passed from Online Banking are encrypted to ensure that data can’t be captured from the cookie should a user’s computer become compromised.

Is this persistent cookie a guarantee against online account fraud?

Capturing of cookies is not a complete guarantee against fraud, but it is a strong deterrent. It is very important that your computer and/or network is using updated operating systems and firewalls, virus protection and spyware scans. This, along with the persistent cookie and other behind the scenes security measures that we use, provide you with multiple layers of protection.

What happens if I delete my cookies periodically?

If you delete your cookies, a new cookie will be added once you have successfully authenticated to our system. If you have your browser set to prompt for cookies, you will be prompted every time a new cookie is created.

What does the message look like when accepting a cookie?

Below is an example from Internet Explorer. Please click on the 'Allow Cookie' button to accept the persistent cookie.

Online Banking Security

Is Online Banking safe?

Not only is Online Banking one of the most convenient ways to access your accounts, it's also safe. We adhere to stringent industry standards regarding online security and employ encrypted technology to keep your information secure. All sensitive information requires passwords that only you know. To further enhance security, log--in sessions have a time-out limit. If you are logged in for 10 consecutive minutes without using Online Banking, you will have to log -in again to resume banking. Also, password guessing is deterred and reported. We recommend you change your Online Banking password every 90 days.

Our system also monitors customers’ accounts online for any uncharacteristic activity, such as an attempt to log in from a distant location or a request for an unusually large transaction. If something out of the ordinary is detected, the system will ask pre-established security questions to verify that the person making the request is actually the customer. Each user also selects a personal image (watermark) which appears with each login and every page visited while logged in. This image further confirms to the user that they are on the legitimate bank’s website. Internet security is not a one time task. We are constantly developing and implementing security enhancements to ensure the integrity of our Online Banking system.

What are secure tokens and how do they work?

A secure token is a security feature that you may decide to utilize in order to provide an additional layer of protection for your online banking access. Susquehanna Bank offers this service to personal and business customers for a one-time fee of $20. Cash Management banking customers are required to use secure tokens, due to the type of financial transactions they can perform online; the cost of the token is covered within overall Cash Management charges.

The token will generate a unique, one-time-use code number that you must enter each time you access your accounts online. Coupled with your user ID and password, this will add another layer of authentication to help verify that only authorized users can access accounts and conduct transactions online. Protecting the security of your personal and financial information is a top priority of Susquehanna Bank, and we encourage you to utilize the secure token service. If you wish to request a secure token, please contact the Customer Service Center at 800-311-3182 and select any one of the Online Banking menu options to speak with a representative.

Why do I need to establish security questions?

The system will monitor your accounts online for any unusual or uncharacteristic activity, such as an attempt to log in from a distant location or a request for an unusually large transaction. If something out of the ordinary is detected, Online Banking will verify your identity by asking you to answer your pre-established security questions.

What do I need to do to set up my security questions?

During one of your online banking sessions, Online Banking will prompt you to choose and answer several questions, providing answers only you would know. That’s all you need to do. The system will then be ready to ask these questions if it detects any unusual activity on your account in the future.

Will I have to answer these questions each time I use Online Banking?

No. It is usually rare that Online Banking needs to pose these questions to verify the identity of a person logging in or requesting a transaction. The questions will be posed if there is a variation in your particular pattern of use. For example, if you usually log in from your home computer in Maryland, and then you go on vacation and log in from a computer in Hawaii, the system may pose the questions to verify your identity and complete the log-in.

I already have virus protection, a personal firewall and run spyware detection software. Why do I need to have security questions and accept a persistent cookie on my computer?

We are glad to hear you use virus protection, a personal firewall and spyware detection. Be sure that you keep these software programs up-to-date for the best possible protection against viruses, trojans and other types of malware. In addition to your security software, the Online Banking security features provide greater protection by adding more layers of security to your online experience. These features work together with your own system security, but they do not replace them.

How do I change the cookie settings in my Browser to allow acceptance of the persistent cookie?

This may depend on the browser and browser version you are using. Typically, you would access the cookie settings using the Tools-Internet Options menu of your browser and select the Privacy setting. If you need assistance with your cookie settings, please call our Customer Service Center for assistance at 800-311-3182.

Online Banking Features

How late in the day can I make transfers?

Transfers can be made at any time. However, please note the transfer cut-off time is 8 p.m. Eastern Time during regular banking days, which excludes weekends and holidays (A list of our observed holidays is available by contacting us). Any transfer made after 8 p.m. Eastern Time will be processed on the next business day.

When viewing my current transactions, why do I see electronic transactions and Online Banking transfers duplicated and my running balance is not appearing correctly?

End-of-day processing is required for your transactions to be updated. During the processing there is a small window of time when memo posted items may appear twice and your running balance may be impacted as well. If this occurs, please log out and log back in a short time later to view your posted transactions list and updated balances.

Can I set up email Alerts for my transactions using Online Banking?

Yes, email Alerts are an option and provide you with a convenient way to alert you to various activities occurring on your accounts. Simply click on the ‘Manage Settings’ menu option to establish these Alerts. Note: Insufficient Funds Alerts are sent the business day after the item(s) have posted to your account. If you wish to be alerted in advance to a low balance situation, we advise you to use the "Balance Alerts" feature that will Alert you more quickly to a low balance account status.

Bill Pay Basics

How do I sign up for Bill Pay?

Bill Pay is included in Susquehanna’s Online Banking service. If you already have an Online Banking ID and Password, log in to Online Banking and click on the Bill Pay tab. Simply follow the online prompts to complete your enrollment for Bill Pay and you can begin using it immediately. If you do not already have an Online Banking ID, click here to enroll in our Online Banking service.

Whom can I pay with Bill Pay?

You can pay anyone with a United States address (also includes U.S. territories) from your next-door neighbor, to the utility company, to a child in college across the country. The only restriction is that you cannot pay any government agencies.

How do I pay bills using Online Banking?

In order to pay bills through Online Banking, you must first set-up your payee(s). Click on the "Payees" tab then click on "Add a Payee" follow the prompts to create your payees. Select "Payments" to schedule single or recurring bill payments. Bills can be paid on a one-time basis or on a predetermined regular schedule. If the payee is in our electronic payee database, you may choose to pay your bill electronically. If the payee is not listed in our electronic database, the payment will be sent by check. For a record of your transactions, you can simply click on "Payment History" and view or print the page.

Do you offer Bill Pay for businesses?

Ask us how you can get the new Online Banking features that we offer through Business Bill Pay that will give you more control, greater efficiency, improved cash flow, long-term savings and more time to focus on your business.

  • Business Bill Pay Manager
    • Delegate payment tasks with flexible entitlement controls to various users.
    • Set dual account signature requirements to ensure proper payment approvals.
  • Business Bill Pay Plus
    • Send payroll deposits to multiple accounts.
What additional features are available with Business Bill Pay?

New online banking features that we offer through Business Bill Pay will give you more control greater efficiency, improved cash flow, long-term savings and more time to focus on your business.

  • Business Bill Pay Manager
    • Delegate payment tasks with flexible entitlement controls to various users.
    • Drill down to the payee and dollar amount level to establish permissions for multiple users.
    • Set dual account signature requirements to ensure proper payment approvals.
  • Business Bill Pay Plus
    • Send payroll deposits to multiple accounts.
Are there any fees for bill payment?
  • No monthly charge
  • $2.99
  • $1.99
  • $4.95 (2nd business day)
  • $9.95 (2nd business day)
  • $14.95 (next business day)
  • Personal Bill Pay
  • Gift Check
  • Donation Check
  • Rush Electronic Payment
  • Rush Check Payment
  • Rush Check Payment
  • $4.95 plus $.50 per payment over 10 per month
  • $9.95 plus $.50 per payment over 10 per month
  • $6.95 plus $.50 per file over 15 per month
  • $4.95 (2nd business day)
  • $9.95 (2nd business day)
  • $14.95 (next business day)
  • Basic Business Bill Pay
  • Bill Pay Manager*
  • Plus-Payroll Deposits*
  • Rush Electronic Payment
  • Rush Check Payment
  • Rush Check Payment
*Requires additional agreement. You must have Business Bill Pay Manager to utilize the Plus service. Business fees compound based on the services selected.
What happens if I do not use my Bill Pay service for an extended period of time?

If you have no scheduled or recurring bill payments for six months, the bill payment service portion of your Online Banking service will be removed.

Types of Payments

What is the difference between 'Add a Person' and 'Add a Bill'?

The 'Add a Person' option allows you to send person to person electronic payments using an email verification process The 'Add a Bill' option allows you to send check or electronic payments to Companies, Individuals, a Bank or Credit Union. You can learn more about these various options by viewing the demo available on your bill payment home page after you log in.

What are eBills?

eBills is an electronic bill presentment process. After you have established this service within the new Online Banking Bill Pay system, your electronic bills will pull automatically into Online Banking Bill Pay each month. Then it’s just a matter of clicking on the bill to make your payment. No separate login required! Note: You will need to have log in credentials established with your payee in order to utilize this convenient feature. Some electronic payees may not be available for this service.

What are gift and donation checks?

This is a unique feature that will allow you to customize a bill pay check that you may send to any one for many different occasions, i.e. birthdays, anniversaries and more. You may insert your own customized greeting on the check voucher and decorate the check with an appropriate image. The donation check allows you to send an email to any charity notifying them of the donation and you may also select to send the donation in honor of or in memory of an individual.

Payment Processing

When and how are bill payments processed?

Payments will be processed each business day starting at 3:00 p.m. Eastern Time. You may only edit or stop a scheduled payment if it still appears in your Scheduled Payments list. Payments scheduled after 3:00 p.m. Eastern Time will be processed on the next business day. When scheduling payments, you will receive an estimated delivery date. However, we recommend you use the following guidelines to ensure your payments reach your payees by the due date:

  • For electronic payments, allow 3 business days for the payment to be received and posted by your payee.
  • For check payments, allow 5 business days for the payment to be received by your payee.
  • Electronic payments scheduled for same-day processing will post to your checking account the same business day if entered into Online Banking Bill Pay prior to 3:00 p.m. Eastern Time.
  • Check payments will be deducted the same as a check you would write from your checkbook and mail to a payee.
Are payments processed on weekends and holidays?

Bill payments do not process on non-business days. For recurring payments, you have the option to select the payment date to be the business day before or the business day after the weekend or holiday when you set up your payment.

On the Payment History page, how much history will be available?

Bill Pay history is maintained for 18 months.

How many payees may I have set up?

There is no limit for setting up payees.

How do I know if a payee is electronic or check?

Once you have set up a new payee, go to the "Payees" screen which will show you if the payment is being mailed by check or sent electronically to your payee.

Will my Check or Electronic Payment type ever change?

Yes, that is possible. Our Bill Pay service performs a periodic review of payment types. If we find that your payment type can be changed from check to electronic type, our system will automatically make that change. If a payee no longer accepts electronic payments, your payee would then be changed to a check payment type. This is done to send payments to your payees in the fastest, most efficient and secure way possible. If you wish to be notified of a payment type change, please click on the bill payment "Options" menu, and select eNotifications to select the Alerts you would like to receive. Please remember that if you have a payment type change, you may need to adjust your payment date to allow more or less days for the payment to reach your payee.

Will the memo field from a scheduled payment be printed on the check sent to the payee?

Yes, any text entered in the memo field will print on the check. The account number that you entered when adding the payee to your Personal Payee List is also printed on the check. This lets the payee know to which account the payment should be applied.

How late in the day can I enter, edit or delete a payment?

3:00 PM

Can I stop a bill payment or get a copy of a check?

You can stop payment on "check" bill payments if they have not yet cleared your account. Simply call the Customer Service Center at 800.311.3182 and select one of the Online Banking options to speak with a representative.

Can I postdate a single payment?

Yes. Just set the payment date for any date in the future. Single payments are actually set up into two categories: current and future payments, which allow the user to schedule payments in the future or for the current date. Current date payments will be sent to your payee the same day if entered prior to 3:00 PM.

Can I edit vendor addresses?

You may edit a Payee address for check payments, but for electronic payments you must establish them as a new payee with the correct address and delete the old payee record.

Mobile Banking

What is Mobile Banking?

Mobile Banking is a free service that allows you to access your account information, transfer funds and pay bills with your mobile device.

What functions can I perform from my mobile device?
  • Locate branch offices
  • View Transaction History
  • View Account Balances
  • Transfer Funds between accounts
  • Pay Bills to existing Payees
  • View Alerts
How do I enroll in Mobile Banking?

If you currently use Online Banking, log in to Online Banking and click on 'Manage Settings', then click 'Mobile Settings' and select Enable web access for your mobile device. Or simply enroll via your mobile device.

Can I use any mobile device to access my accounts?

Yes. You can use any mobile device that is web-enabled and allows secure SSL traffic. However, SMS Text messages will be sent to the cell phone number registered in Online Banking.

Do I use the same user ID and password as Online Banking?

Yes, use the same user ID and password as you do for Online Banking.

Are there fees for the Mobile Banking service?

No, it is free for Personal, Business and Cash Management Online Banking customers.

Does Susquehanna have smartphone Apps?

Yes, two. Both are free and can be downloaded easily.

  • A Mobile Banking app for iPhone and Android where you can check balances, view transactions, transfer funds, and pay bills, You can go to the Apple App Store on your iPhone or the Google Play Store on your Android and search for Susquehanna Bank
  • A Mobile Deposit app for iPhone, Android and Blackberry where you can deposit checks into your checking account. You can go to the Apple App Store on your iPhone, the Google Play Store on your Android or Blackberry App World and search for Susquehanna Bank.
Can I schedule recurring transfers and bill payments using mobile banking?

At this time only one-time, immediate transfers and bill payments may be entered.

How late in the day can I make transfers?

Transfers can be made at any time. However, please note the transfer cut-off time is 8 p.m. Eastern Time during regular banking days, which excludes weekends and holidays (A list of our observed holidays is available by contacting us). Any transfer made after 8 p.m. Eastern Time will be processed on the next business day.

How do I know if my transfer or bill payment was entered successfully?

A confirmation SMS Text Message will be sent to your mobile device. If you do not receive a confirmation text message, double check to make sure the transaction went through. Your wireless carrier may charge fees for data usage and text messaging services.

How do I add a new bill payment payee?

New payees can only be added through Online Banking. Mobile functionality is limited to sending payments to already established payees.

How do I delete a bill payment that I set up through my mobile device?

Log in to Online Banking and delete the payment from the main menu of the Bill Pay module.

When I try to enter an amount for a bill payment or transfer, I can’t enter any numbers, only letters. Why?

Check your phone’s settings to make sure you don’t have Alpha-only enabled on the keypad.

How do I securely end my mobile banking browser session?

Select the 'Logout' link to logout of mobile banking, then close your browser through your mobile device browsing options. Closing your browser will securely end your mobile banking login session.

What if I can’t get my mobile device to work with Online Banking?

Verify:

  1. Your mobile device must be web enabled. (Contact your mobile provider)
  2. Your mobile network must allow secure SSL traffic. (Contact your mobile provider)
  3. You must first enroll in Mobile Banking through Online Banking before you can gain access.
What happens if I lose communication/signal during a transaction?

If you do not receive a confirmation SMS Text Message due to a dropped call or lost signal, check your accounts and re-submit any transactions that did not process.

What happens if I lose my mobile device?

Account data and login credentials are not stored automatically on your mobile device. Therefore, anyone who has access to your phone cannot login to your accounts. Do not add your login credentials to the memo pad or voice record them on your mobile device as this information could then be obtained by others. Password protect your mobile device if possible. Contact your mobile service provider.

What do I need to do if I get a new phone?

If you are using the same phone number and provider, no changes are needed. If you switch providers and/or phone numbers, log in to your Online Banking account via the Internet on your PC and update your information by selecting Manage Settings > Mobile Settings page.

What if I no longer want to be a mobile user?

Log in Online Banking and Select Manage Settings > Mobile Settings > Deselect Enable web access for your mobile device > Click Agree.

Is it safe to use Wi-Fi?

When doing something sensitive on your mobile device or PC, like checking a bank account balance or making a payment, don't use the free Wi-Fi in a coffee shop or other access points. Use your password-protected Wi-Fi at home to safeguard your account.

How can I keep my information secure if my phone is lost or stolen?
  1. Turn on the phone's remote wipe service in order to erase data remotely if the phone is stolen or lost
  2. Install mobile tracking to locate the phone or direct police
  3. Turn on encryption and password to protect information on the phone (available on newer models)
Susquehanna takes measures to ensure the security of my confidential information, but what can I do?
  1. Use only trusted WiFi providers
  2. Only install apps from reputable sources
  3. Read online reviews from trusted sources to limit the risk of inadvertently installing malware

Mobile Deposit

What is Mobile Deposit and how does it work?

Mobile Deposit allows you to deposit a single check to your checking account by simply taking a picture of the front and back of the check with a camera-enabled smart phone.

What kind of mobile device will work for Mobile Deposit and what are the device requirements?

Susquehanna Bank’s Mobile Deposit App will work on iPhone®, Android™ and BlackBerry® operating systems. The phone's camera must have a resolution of 2 megapixels or higher and you must have a wireless data plan with your mobile device carrier.

How do I enroll for Mobile Deposit?

The process is simple! Download the app from the designated market for your phone type – Apple iTunes store, Android Google Play or BlackBerry App World and click on Enroll Now; or visit Mobile Deposit Enroll

Are there eligibility requirements to enroll in Mobile Deposit?

You must be enrolling a checking account which is in good standing and has not had more than two overdrafts or returned checks in the past 6-9 months, and you must be at least 18 years of age.

Is there a fee for Mobile Deposit?

There is no fee for personal deposits made with the service. There is a $10 fee per month for business accounts per business.

Will I be charged by my mobile carrier for this service?

Your standard wireless carrier charges may apply.

Do I need to endorse the check I am depositing?

Yes, you are required to endorse the back of the check you are depositing as "For deposit only, account # ______________" or as otherwise instructed by us.

Is there a limit to the dollar amount that I can deposit using Mobile Deposit?

All items deposited via Mobile Deposit are subject to Bank review and/or approval. Deposits to personal accounts should generally be less than $3,000 per business day and $6,000 or less in a calendar month. Deposits to business accounts should generally be less than $5,000 per business day and $10,000 or less in a calendar month.

Do I need to bring the check into the bank after I submit it for deposit using the mobile deposit feature?

No, do not bring the check into the bank after you submit the deposit. We recommend you keep the check for 30 days or until you receive your monthly statement in the mail to confirm the deposit and then destroy it by shredding.

How quickly will the deposit show up in my account?

If your mobile deposit is completed prior to 4PM on any business day, you will receive next business day credit on your account for the deposit. Please note all deposits are subject to review and/or final approval by the Bank.

Can I make a deposit to my savings account?

No. Mobile Deposit is available for deposits made only to checking accounts. You may use Mobile Banking to transfer funds after they become available.

Can I use Mobile Deposit with my business accounts?

Yes, this service is available for business accounts.

Can I use the same ID and password that I use for Online Banking?

Mobile Deposit requires a different User ID and Password structure than Online Banking. You will receive additional information about the ID and Password requirements after you enroll for the service.

How do I change my Mobile Deposit password?

The process for changing the Mobile Deposit password varies from one device to another. First, log into the Mobile Deposit app. Then, for the iPhone® and iPad®, click the white ‘i’ icon in the bottom right-hand corner of the screen. If you have an Android™ or BlackBerry®, press the Menu button on your phone.

How can I view the checks I have deposited and how long are they available?

Deposited check images can be accessed via login on your Mobile Deposit app where they are encrypted and stored for 30 days.

Is it easy to take good pictures from a camera phone?

Camera phone users are generally familiar with their device and with taking a picture of a friend – or a check! The Mobile Deposit app has been designed to be simple for a user, but also robust enough to catch errors. After a user takes images of both the front and back of a check, the Mobile Deposit app will analyze the images for quality and will provide you with feedback almost immediately. You will be notified if the images have been submitted successfully and that the transaction is complete. Alternatively, we may request that you retake the picture because there was a problem reading the check. For example, the user may have not taken a picture of the entire check or there was poor lighting, etc.

What if I forget my Mobile Deposit User name and password?

Please call the Susquehanna Call Center Monday - Friday 8 AM - 8 PM or Saturday 8 AM – 4 PM at 800.311.3182.

Can I make a Mobile Deposit to different checking accounts?

Yes, during the enrollment process, you may enter up to 10 checking accounts to be available for use. During the image upload process, you will select the checking account for your individual deposit.

Can I log in to the Mobile Deposit app from multiple mobile phones?

Yes.

How long does it take to upload a deposit?

This will depend on the speed of your connection. Wi-Fi transmission submit times are usually in the 5-10 second range. 3G network transmission times range from 10-30 seconds and pre-3G transmission times range from 30-90 seconds.

Will I be notified when an updated version of the app is available?

Yes, you will be notified either by the Mobile Deposit application or via the App Store when a newer version is available.

How secure is this service and will the check images be saved on my mobile device?

Mobile Deposit provides the following security measures: Login and login authorization, encryption of locally stored data, Secure Socket Layer (SSL) connection requirement, two-factor authentication (unique device signature). No check images are stored on the device.

Who should I call if I need help with mobile deposit?

For assistance, please call our Customer Service Center at 800.311.3182, Monday – Friday from 8AM– 8 PM and Saturdays from 8AM– 4PM.

What if I want to add or delete a checking account?

To add or delete an account or to cancel the Mobile Deposit service, please call our Customer Service Center at 800.311.3182.

eStatement Basics

What types of accounts are eligible for eStatements?

All personal and business checking and savings accounts are eligible for eStatement service.

How do I sign up to receive eStatements?

If you currently use Online Banking simply click on the eDocs tab in Online Banking then click on Documents and Settings to enroll.

Is my eStatement secure?

Yes, your statement is stored behind firewalls and is transmitted to your internet browser using 128-bit encryption. In addition, our enhanced online customer authentication methods also protect you when you login to access your eStatement. As always, it is important that you maintain your personal computer with firewalls, the latest anti-virus and operating system updates and spyware protection.

May I receive both a paper statement and an eStatement?

You will no longer receive a paper statement after you enroll for eStatements. You can change your mind at any time and resume receiving paper statements by calling our Customer Service Center at 800.311.3182.

Do I receive an eStatement every month?

You will receive an eStatement on or around the same time of the month as your current paper statement. Some savings account statements may be quarterly.

Accessing Your eStatements

How do I know when my eStatement is ready?

An email notification will be sent to you when your statement is ready for online viewing.

May I have my eStatement sent to more than one e-mail address?

Yes, you may establish one additional recipient to receive a copy of your eStatement. You may establish this additional recipient from the eDocs menu, click on ‘Additional Recipients’ and follow the instructions. You will be responsible for assigning the additional recipient with their own ID and password to access your statement.

Is it possible for my eStatement information to be exported to other programs?

No, eStatements can only be saved as PDF files.

How do I print out my eStatement?

From the Adobe Acrobat Reader toolbar, simply press the Printer icon.

How do I save my eStatement to my Personal Computer?

Go to File, Save As on the Adobe Acrobat Reader toolbar. You will then be prompted for the location on your computer where you would like to save your statement.

Viewing Your eStatements

How do I view my statement?

You may login directly from the secure email login feature using your Online Banking ID and Password or you may also access your eStatement directly from Online Banking by logging in at https://www.susquehanna.net and viewing the eDocs tab.

Do I need a special program to view my eStatement?

You will need Adobe Acrobat Reader Version 6.0 or higher to view your eStatement. Adobe Acrobat Reader is a free program and may be downloaded from the Adobe website at http://www.adobe.com/downloads.

How long will my eStatement be available for viewing?

Your eStatement is available for 18 months to view, print or save to your personal computer.

Text Banking

Who can use Susquehanna Text Banking?

Text Banking is available to any Susquehanna customer. For validation purposes you must have an Online Banking ID and Password to enroll for this service.

What service can Text Banking provide for me?

When using the SMS text messaging feature on your mobile phone you can check account balances and transaction history. Text Banking will provide you with the last four transactions on your account(s) within the last 15 days.

What is the cost associated with Text Banking?

We do not charge you for Text Banking. Your wireless carrier may charge for using the SMS text message feature on your mobile device. Some carriers may charge additional fees to use their short code texting services.

Do I need a smart phone or PDA to sign up for Text Banking?

No, because virtually every mobile phone/device on the market today is capable of sending and receiving SMS text messages. You must simply have text-messaging available through your mobile device.

How do I get started using Text Banking?

Getting started is easy and quick. Log in to Online Banking and select 'Manage Settings' then click on Mobile Settings and select 'Text Mobile Settings' to enroll.

Do I have to enroll for Mobile Web Banking in order to use Text Banking?

No, you can enroll for both or just one or the other.

What is the difference between Mobile Web Banking and Text Banking?

Mobile Web Banking provides more functionality than Text Banking. For example, with Mobile Web Banking you are able to submit transfers and bill payments. Text Banking only provides SMS messages that contain balance information and account history (last four transactions). In addition, Mobile Web Banking requires you to authenticate using your Online Banking ID and Password, while Text Banking does not. You simply text Susquehanna's short code 89549 and a text command to have a message sent to you with the requested information.

What accounts can I access with Text Banking?

All accounts you are able to access through Susquehanna's Online Banking service are available using Text Banking. Through the Text Banking enrollment process, you will choose the accounts and assign a short name for each one.

What happens if I lose my mobile device?

The information sent to you from Susquehanna's Text Banking is similar to that printed on a typical ATM receipt — it cannot be used to identify you or compromise your accounts. However, if your mobile device is lost or stolen, you should call your mobile provider to cancel service on the device. Once you replace your device, if you keep the same number, Text Banking will continue to work. If you change your number, you will need to login to Online Banking and go to 'Text Mobile Settings' to update your phone number. Remember with any changes such as phone numbers, accounts or short names, you must Accept the Terms and Confirm the change, as well as text the validation code you receive to complete the change process.

What do I need to do if I get a new mobile device?

If you are using the same phone number, no changes are needed. If you change the phone number, see above Q/A for instructions.

Should I save the bank short code in the contact list on my phone?

If you wish to add the bank's short code to your contact list, please use a generic label for security purposes.

What if I no longer want to be a Text Banking user?

Text Susquehannna's short code - 89549 with the word STOP. This will cancel your Text Banking service.

Is the information delivered through Text Banking secure?

Because the content of text messages is generally accessible to anyone who may have access to your mobile device, the information in the text messages you receive from Susquehanna does not include any personally identifiable information. However, your text messages will store the balances and account history that you are requesting. For that reason, we recommend you delete your Text Banking messages after you have received them.

What is SMiShing and why should I know what this is?

Hopefully you are aware of the risks of 'phishing.'

A derivation of phishing, SMiShing involves the use of SMS text messages on mobile devices to collect personal information. A typical SMiShing message might advise you that your debit card has been compromised and you should call a number to ensure your account's security. In calling the number, you would likely be asked to provide your account number, date of birth or other personal information. Once you have done that, your information is in the hands of fraudsters and you are a potential victim of identity theft.

SMiShing is easy to avoid if you know what to look for. Any unsolicited text message asking you to reply with information about yourself or to call and provide information to a voicemail or live person is inherently suspect. Delete such messages without replying.

StatementRewards Basics

Why is Susquehanna offering me StatementRewards?

We strive to look for new ways to help our customers save money.

We could all do a better job at saving money, whether it’s cutting down on expenses, or taking advantage of deals, discounts and coupons. StatementRewards gives you access to personalized money-saving opportunities while you are reviewing your account transactions and the chance to take advantage of savings is easy.

What is the primary benefit to me?
    Get relevant offers from your favorite retailers.
How much does it cost?

Enabling StatementRewards is completely free.

Can I customize the rewards I see?

Rewards are dynamically selected and presented based upon your specific purchases and payments, with a goal of maximizing relevance and value for you. However, you can help the system better personalize the reward selection for you by using the "Like" and "Dislike" buttons upon viewing your rewards.

What if I have additional questions about StatementRewards?

Call 800.311.3182 or visit your closest branch and we will be happy to help you out.

StatementRewards Security

Is my personal information at risk?

The transactional data used to personalize your rewards is anonymous, and moreover, all information contained within the StatementRewards platform is protected via layers of security and encryption measures.

Does the service utilize personally-identifying customer information?

No. StatementRewards does not automatically transmit or transfer any personally identifiable information from your online banking account.

Can I opt out of receiving StatementRewards?

Yes, from the transaction page, you can select Disable Offers and StatementRewards will no longer appear. If you decide you want to enjoy the savings again you can always re-enable it. To turn StatementRewards on again select Enable Offers.