Frequently Asked Questions
Please select a topic area to review frequently asked questions.
- Valid state issued driver’s license
- Valid passport or U.S. Passport ID card
- Valid state issued ID card for example, non-driver photo ID card issued by DMV. (Sheriff’s ID cards are not acceptable).
- U.S. Government identification card (U.S. Armed Forces)
- Secondary Identification (Not accepted in lieu of primary identification):U.S. Government identification card (U.S. Armed Forces)
- Automobile registration
- Credit Card
- Union Card
- Local government ID card (generally contains a photograph but little other information. Some non-drivers carry this in lieu of a driver’s license.)
- Original draft registration card.
- Local company identification card (company should be recognizable and reputable)
- Valid Green Card
Commercial, Non-Profit, Trust Relationships must have:
- Articles of incorporation, corporate bylaws, business license, signature authority documents, partnership agreements, sole proprietorship agreements, trust agreements, and/or similar documents
A signature is necessary to change your address on your accounts; you may send us a change of address form to our main office:
PO Box 70
Ballston Spa, NY 12020
or visit your local branch and speak with a teller or service associate.
What type of security do you offer?
We have designed a distributed security network that ensures protection throughout the process. Distributed security means that rather than relying on one security measure we rely on several. Among those we use are authentication, encryption, and automatic time-outs. All sessions are encrypted. That means your passcode and all the information relating to you and your accounts employ some of the strongest forms of cryptography that are commercially available for use over the Internet. If for any reason your secure session ends, your session terminates automatically.
When information is sent via the Internet, the information is broken down into separate packages—called packets—before leaving your computer. These packets are reassembled when they reach our processing center. Since millions of packets are sent over the Internet at any given moment, it would be extremely difficult for a hacker to find all those relating to you. Your name and full account number are never sent over the Internet. So even if someone intercepts a transmission, the information obtained wouldn’t be useful.What is encryption?Encryption is the process of turning meaningful words and numbers into a coded language. Encryption software can turn your account information into gibberish that can be understood only by you and your financial institution.How does encryption work?Everything that travels through cyberspace during your session becomes a string of unrecognizable numbers before entering the Internet. Only system computers and your Internet browser understand the mathematical formulas that turn your banking session into numeric code, and then back to meaningful information.How do I know if my banking session is encrypted?Your banking session is encrypted when the URL address begins with “https://”. This indicates the site is secure. Browsers also indicate security status in a graphical manner, with a special icon or something similar. Microsoft Internet Explorer uses a padlock icon in the lower right corner of the browser window. Double-click on this item to get more detailed security information. If for some reason your secure session ends, your banking session terminates.What type of encryption do I need?We require you to use 128-bit (domestic or U.S. grade) encryption if possible, which is available on the latest versions of the Firefox and Internet Explorer browsers.What security measures are taken to prevent sensitive information from being intercepted online?From the moment account information leaves your computer to the time it enters computers at our processing center, we take numerous steps to keep information secure in cyberspace. All sessions are encrypted. That means your passcode and all information relating to you and your accounts employ some of the strongest forms of cryptography that are commercially available for use over the Internet. If for any reason your secure session ends, your session terminates automatically. When information is sent via the Internet, the information is broken down into separate packages, called packets, before leaving your computer. These packets are reassembled when they reach our processing center. Since millions of packets are sent over the Internet at any given moment, it would be extremely difficult for a hacker to find all those relating to you. Your name and full account number are never sent over the Internet. So even if someone intercepts a transmission, the information obtained wouldn’t be useful.
Why do I have a red message notice on my page?If you have any unread urgent messages, an Urgent Messages link appears in red on every page. Clicking this link takes you to the Messages page.How can I change the size of the text in a table?The tables are designed to show as much text as possible on a single page. Whether you can change the size of the text depends on your browser. On the User Services tab, click the Adjust Font Size link for detailed information.Can I change my default to display a different page when I log on?Yes. You can select the section that appears first by changing your Start Page Selection preferences in the User Services section.Can I change my access ID?Yes. Your access ID is unique to your account, but it can be changed. Click the User Services tab, and then click Change Access ID.Can I use any browser for online banking?You may use any browser that supports the SSL (Secure Socket Layer) protocol. Most popular browsers support this security feature. To maintain our high security level we also require your using a browser with 128-bit encryption. Current versions of Microsoft Internet Explorer and Mozilla Firefox both provide this encryption level.What accounts can I access online?Checking, Savings, Money Market, CD, IRA, Loans may all be accessed through the system.
Do I have to log out completely before switching accounts?
No. To switch accounts, carry out the following procedure:
- On the left-hand drop-down menu, select the account you want to work with next.
- On the right-hand drop-down menu, select the action you want to view, and then click Go.What is the triangle next to Account #?The triangle indicates how the table is sorted. Click the column title to sort your account list by account type, owner, number, or balance.
What is the difference between history and detail?History and detail are defined as follows:
- History. This shows the account's transaction history covering a given date range within the last two years since you signed up.
- Detail. This shows detailed information about the account including account owner, account type, account number, interest paid, hold amount, ledger balance, and account history for the last month.What is the difference between Balance and the Ledger balance?They are defined as follows:
- Balance. The account's running balance, including recent Internet transactions.
- Ledger Balance. The official financial institution's balance recorded on the date shown. The differences between the two balances are created by any Internet transactions that have been sent to your financial institution but have not yet posted.From which balance can I make online transfers?For Online Transfers, use the Available Balance. This balance takes into consideration any Internet transactions you have made. The system checks this balance for sufficient funds before making payments.
How can I adjust my page to view all history without having to scroll?
If you are using Internet Explorer as your browser, on the View menu, click Text Size, and choose the font size most appropriate for viewing.
If you are using Mozilla Firefox as your browser, on the View menu, click Increase Font or Decrease Font.There is a "Pending transaction” on my Account History page. What is it?A pending entry is created for all transactions (for example, an online bill payment or a transfer), which will reconcile on the current or future business day.What page do I have to be on to download into Quicken or Microsoft Money?You must be on the Account History page. Once you have logged on, click the Accounts tab. Find the account you want to download. Under Make a Selection, click the history link.How can I download my account activity into Quicken or Microsoft Money?On the Account History page, choose the dates and format you wish to download.Can I upload FROM Quicken?No. The history is generated from your activities on this site.How do I download into a spreadsheet like Microsoft Excel?You must be on the Account History page.
- Choose either the comma separated or the tab separated format.
- Save as “download.cvs”.
- Open your spreadsheet.
- Open the downloaded file.
If I have a problem transferring funds, how do I report it?When a problem occurs with a transfer, write down the Transfer ID number appearing on the Transfer Confirmation page, and refer to it when you report the problem by secure email to BSNB. Click the Messages tab, and then click the CONTACT US link to report the problem.Can I transfer money from one account to another account?Yes, if both accounts are accessible online. Click the Transfers tab, and look for the Schedule Transfer module on the page. Fill in the account, description, amount, frequency, and period information, and click the TRANSFER button to schedule the transfer.Can I transfer money online to an account at another Financial Institution?Yes. You can enter an external transfer account request for your non BSNB, account on the Add External Transfers Account page. BSNB will review and approve or decline the request, and notify you by an in-session alert that you can open on the Messages tab. Transfer fees may apply.When I schedule a transfer, are these changes reflected immediately in my balance?Yes, the debit transfers are reflected immediately on the Account Detail page as a pending transaction. The posted transactions will be displayed when BSNB updates the online transfers.How soon after a transaction is performed will it appear on the system?This varies according to the type of transaction. Transactions are not instantaneous. However, debit transactions will show up immediately as a pending transaction and will affect your available balance. Most transactions will be processed on the same banking day, and your regular balance will be updated.
What are user services?User services allow you to request many standard financial services, including reordering checks, enrolling in mobile banking requesting stop payments, updating contact information, and ordering copies of documents, such as cancelled checks, disclosure forms, and loan agreements. You can also send questions or comments to BSNB through encrypted message, change your passcode, and look up contact information for us, including addresses, phone numbers, and fax numbers.Can I default to a different page when I log on?Yes, you can select which section you want to view first. Go to the User Services tab and click User Preferences. Select Start Section. Use the drop-down menu to choose which section will appear first when you log on.
Managing Your Account
How do I change my passcode?Click the User Services tab and select Change Passcode to change your passcode.How often do I have to change my passcode?You will be prompted to change your passcode every 60 days and required to change it after 90 days if you have not changed it prior to that. If you feel that your passcode has been compromised, please contact us immediately. At any other time, you can change the passcode in the User Services tab.Are there guidelines for creating a secure Passcode?Yes. Passcodes require a minimum of 6 characters consisting of at least 1 letter, 1 number, and 1 special character. In addition, your Passcode cannot be the same as your Access ID.What do I do if I forget my passcode?Click the Forget Your Passcode? link where you login to Online Banking on BSNB’s home page.
Accessing Banking Services
How do I reorder checks?Click the User Services tab, and then click Reorder Checks. For security reasons, you can only reorder checks with the same style and address as your current checks. To change the check style or address, contact BSNB directly.How do I send a message to you?Click the Send a Secure Message link on the User Services tab.Can I change my access ID?Yes. Click the User Services tab, and then click Change Access ID.What type of files can not be used with Secure File Transfer?Some file types (.exe , .bat, .com, .sys) are not allowed. Online Banking can accept a file size up to 5MB. Cash Management can accept a file size up to 20MB.
How do I report a problem?For most problems, click the User Services tab, and then click Send a Secure Message. Describe your problem in the message and send it to us.Why is secure messaging necessary?The information you are sending is sensitive. A secure message ensures that your information will stay confidential. However, never send your passcode. Customer Service does not need it to help you.How do I read a message from BSNB?While logged on, click the Messages tab, and then click the message you wish to read in the list.How do I send a secure message?On the Messages tab, click the Contact Us link.
How do I get started using this feature?Upon logging into your online banking session at www.bsnb.com, you would select Add/View Account Services within the User Services tab to request those allowable accounts for which you would like to use bill pay.Who can I make bill payments to with Bill Pay?You may pay a variety of vendors including utilities, local businesses, and even individuals. You may also pay a bill at another financial institution.How many bill payments can I make each month?Please see our Online Banking Fees and Charges Schedule.How does my payee receive payment?Payments are sent electronically whenever possible. If the company or person cannot receive electronic payments the payment will be sent as a check to the billing address.What account can I use to make payments from?You may make payments from any BSNB consumer or business checking account.How long does it take for my payment to reach my payee?Most payments can be delivered electronically, the next business day. If the payment is sent by check, however, if can take up to four days. The payment calendar can help determine the dates you can select to make your payments.What are e-Bills?An e-bill is a bill that you can view and pay online at the Payment Center. It typically contains the same information as a paper bill or statement. There will be a “Get Bill” icon next to any biller who offers e-Bills.How do I pay e-Bills?Once an electronic bill has been added there will be a “Bill Due” icon that appears in the Pay Bills section of the Payment Center at the time the bill is due. Select the appropriate biller and amount option and follow the steps to Pay Bill, Make Payments, Submit Payments and Finished.