Frequently Asked Questions (FAQ)

Mobile Banking 

{beginAccordion}

What is Mobile Banking?

Mobile Banking allows anyone with an online banking account to access their account information from a mobile phone. Mobile Banking offers four exciting ways to access your bank accounts. Choose any or all of these options: 

  • Send a text message
  • Use a mobile browser on your phone
  • Download an application to your phone
  • Receive text or email alerts 

Is Mobile Banking secure?

To ensure the safety and privacy of your account information, we provide some key security features in Mobile Banking:

  • Unique Activation Code: We send you a unique activation code to verify your phone number, which associates your mobile phone with your account.
  • Authentication: You are authenticated for every interaction with Mobile Banking.
  • Encryption: We use 128-bit encryption for all transactions.
  • No Identifiable Information: We don't return any personally identifiable information in a text message, such as your full account number, email address, or personal address. We never ask for or include your user ID or password in any message we send.

Is my personal or financial information stored on my phone?

No. We don't save any files with your personal or financial information on your phone. That information stays strictly within online banking.

Are there fees to use Mobile Banking? 

We don't currently charge fees to access or use Mobile Banking. You should contact your mobile service carrier for information about fees associated with sending or receiving text messages or accessing the Internet from your mobile phone. 

Can I add more than one mobile phone?

Yes. You can register several mobile phones for Mobile Banking. To add a new phone, go to Online Banking and access the Mobile Banking page within the "Options Menu." On the "My Phones" page, select "Add New Phone."

Which accounts can I access in Mobile Banking? 

You can access any account you've set up in online banking, just choose which accounts you want to access.

How current is the account and transaction information?

When you view your account balance, you see the current available balance. When you view transaction history, you see the most recently posted transactions. We don't show any pending transactions.

What if my phone number changes?

If your mobile phone number changes, log into your online banking and under "Options," access the Mobile Banking pages. On the "My Phones" tab, find the old phone number and select the option "Change my phone number."

What if my phone is lost or stolen? 

If your mobile phone is lost or stolen, no one can access your account without knowing your password, and, in some cases, your unique user name. To prevent unauthorized access to your account, you can deactivate your phone in Mobile Banking. Log into your online banking and under "Options," access the Mobile Banking page. On the "My Phones" tab, find the phone number and select the option "Stop using this phone for Mobile Banking."

How do I stop using Mobile Banking on my phone?

To stop using Mobile Banking on your phone, log into your online banking and under "Options," access the Mobile Banking page. On the "My Phones" page, find the phone number and select the option "Stop using this phone for Mobile Banking."

Which phones can I use for Mobile Web Banking?

We support hundreds of models for these major brands: Apple, AT&T, BlackBerry, Google, HTC, LG, Motorola, Nokia, and Samsung. We support phones on a number of different operating systems, including (but not limited to) Android, iOS, Blackberry OS, and Windows Phone.

  • Certified device list for mobile phone banking
  • Certified device list for tablet banking
  • Supported operating systems and browsers for mobile devices

Which mobile service carriers support Mobile Banking?

Mobile Banking works on all major mobile service carriers in the U.S.: AT&T, Sprint, T Mobile®, U.S. Cellular®, and Verizon Wireless. Mobile Banking also works on a number of the smaller service carriers, including (but not limited to) Boost Mobile, Cricket Wireless, Metro PCS, Pioneer Cellular, Union Wireless, and Virgin Mobile USA.

How do I get started with Mobile Banking?

You can register for Mobile Banking two ways:

Method 1

Using your online banking access, log into your account and click on "User Options." Scroll down to Mobile Banking Options and click "Enroll." The system will prompt you through registration. Be sure to turn on your mobile phone and make sure it's ready to receive text messages. When you register for Mobile Banking, you can choose which services you want to use, and which accounts you want to access.

During registration, we send you a text message with a unique activation code to verify your phone number. This code associates your mobile phone with your account. To complete registration, enter the activation code that we send you. This verification lets you know your mobile phone number has been successfully registered in our system. You can also call Customer Support to assist you with the registration process.

Method 2

Using your SmartPhone you can download the app from your app store. When you first open the app you will be prompted for your credentials to begin the registration. If at any time you want to change your registration or Mobile Banking Options, please visit Online Banking using a browser, click "User Options," scroll to "Mobile Banking Options" and click "Edit."

If you have questions with either method, contact Customer Support to assist you.

Do I have to agree to the Terms and Conditions to use Mobile Banking?

Yes, you must read and accept our terms and conditions.

Can I register multiple users to the same phone?

Yes! Multiple users may login from the same phone.

I received my activation code but never used it—what do I do now?

Your activation code expires 24 hours after we send it to you. To request a new code, log into your online banking and under "Options," access the Mobile Banking page. On the "My Phones" tab, find the phone number and select the option "Get new activation code." We'll send you a text message with a new activation code.

I haven't received the activation code on my mobile phone. What should I do?

Check the mobile phone number you entered during registration. If it is correct, here are a couple of options to resolve the issue. 

Option 1

Verify that your mobile phone is on and able to receive text messages to and from a standard U.S. short code.

Option 2 

Request a new activation code. Log into your online banking, and under "Options," access the Mobile Banking page. On the "My Phones" tab, find the phone number and select the option "Get new activation code." We'll send you a text message with a new activation code.

If you're still having problems with the activation code, call Customer Care for assistance.

What do I need to use the text messaging service?

To use Mobile Banking's text messaging service, you must: 

  • Have an online banking account
  • Have a mobile phone that supports SMS text messaging and short codes
  • Register for Mobile Banking and select the text messaging service

Why are my Mobile Banking text messages coming from a short code?

You receive all Mobile Banking text messages from a short code. To make it easier to recognize our text messages, add us to your contact list with the short code.

What is a short code?

A short code is a shortened version of a phone number. A short code is generally five or six numbers in length. Five-digit short codes range from 20000 to 99999; six-digit short codes range from 222222 to 899999. The Solvay Bank short code is 96924.

Where do I send my text messages?

Send all text messages to the short code provided in your initial activation text message.

What are the text messaging keywords and how do I use them?

Keywords are the text messages you send to request account information or ATM and branch locations.

Account Balance Requests

BAL followed by account nickname to check the balances for all accounts you've registered in Mobile Banking.

Transaction History Requests

STMT, TRAN, HIST followed by account nickname

Most Recently Posted Transactions of the Specified Account

NEXT, MORE. If your transaction history response message ends with "Reply NEXT", text NEXT or MORE to view more transactions.

ATM and Branch Location Requests

ATM, BRANCH, BOTH (address). Find ATMs, branch locations, or both near an address that you specify. You can enter: 

  • ZIP Code
  • City and ZIP Code
  • City and State
  • Street, City, and State

Help Requests

HELP, HLP provide information about the Mobile Banking keywords.

STOP, END, CANCEL, UNSUBSCRIBE, STOP ALL. To stop receiving Mobile Banking alerts, you can text:

  • STOP BNKG to cancel banking alerts
  • STOP ALL to stop all alerts

Are the keywords case-sensitive?

No. Whether you type "BAL" or "bal," we send a response with your account balance information.

What should I do if I don't get a response to a request?

Make sure you're sending text messages to the short code you received in your activation text message. Check the keyword and any additional information required for the request, such as, account nickname, or address.

Why are my results sent as multiple messages?

Text messages are limited to 160 characters. Sometimes we can't send all your account information in one message because it exceeds the character limit. In this case, we send your account information in multiple messages.

I have text messaging enabled on my mobile phone. Why can't I receive Mobile Banking text messages? 

Your mobile service carrier may be blocking short codes, or you may have blocked short codes in your phone options. 

What do I need to use the mobile browser service?

To use Mobile Banking's browser service, you must:

  • Have an online banking account
  • Have a mobile phone that supports web browsing
  • Have a wireless data plan with your mobile service carrier
  • Register for Mobile Banking and select the mobile browser service

Mobile Banking is optimized for a wide range of phones — providing a rich and interactive interface on touch screen phones.

How do I access the Mobile Banking website?

During registration we send you a unique website address (URL) that is intended only for you. The website URL will only work on the phones you've registered in Mobile Banking. Be sure to bookmark this address in your phone's web browser so you can easily return to it. 

 I can't find my link to the Mobile Banking website. What should I do?

If you can't find the message that we sent during registration with the unique URL for Mobile Banking, you can request another message. Log into Online Banking from your computer and go to the "My Phones" page in online banking, find the phone number, and select the option "Get a link to the Mobile Banking website." 

What do I need to download the Mobile Banking application? 

To download the Mobile Banking application, you must:

  • Have an online banking account
  • Have a smart device
  • Have a wireless data plan with your mobile service carrier

How do I download Mobile Banking App to my device?

You may download the mobile app directly from the app store for your device. Once the download is complete, log in using your existing online banking user ID and password.

You may also download the app from within your online banking service on your computer.

  1. Log into your Online Banking account from your computer and go to the "Options" button at the top of the screen.
  2. Scroll down to the section titled "Mobile Banking Profile" and click the "Enroll Now" button.
  3. Check the boxes next to each "Eligible Account(s)" you would like to register and enter a nickname for each one.
  4. On the next page, enter your mobile phone number including the area code and click "Next."
  5. Select the Mobile Downloadable App option.
  6. A text message with a link to the downloadable app will be sent to you.
  7. Click the link for the Downloadable Application to be transferred to the application download page within your app store. Once you download and install the app, the Solvay Bank icon will appear on your phone.

I can't find my link to download Mobile Banking App. What should I do?

If you can't find the message that we sent during registration with the download link for Mobile Banking, you can request another message. Log onto Online Banking from your computer and go to the "My Phones" tab with your online banking options menu under the "Mobile Banking" tab, find the phone number, and select the option "Download the application.” 

{endAccordion}

Mobile Deposit

{beginAccordion}

Are there any fees for using Mobile Deposit?

No fees will be assessed for checks deposited using Mobile Deposit. Your mobile carrier's message and data rates may also apply.

What is Mobile Deposit and how does it work? 

With Mobile Deposit, you can make a deposit directly into your checking or savings account using the Solvay Bank Mobile Banking App on your iPhone®, Android™, or iPad® device. Mobile Deposit lets you submit photos of the front and back of your endorsed check. The image is processed the same way as making a deposit at the branch or an ATM. None of the checks' images are stored on your phone, so you can rest assured that it is secure.

How do I get Mobile Deposit?

Mobile Deposit is automatically available within the Solvay Bank Mobile Banking App for Apple®, Android™, or Kindle devices. If you are enrolled in our personal online banking, simply download the Mobile Banking App from the appropriate app store for your device.

Do I have to enroll for Mobile Deposit?

You are automatically enrolled in Solvay Bank Mobile Deposit when you enroll in Solvay Bank Mobile Banking.

What is required for Mobile Deposit 

In order to use Mobile Deposit, you must have:

  • An active Personal Online Banking profile
  • A Smart Device (Apple®, Android™, or Kindle Device) with camera
  • Downloaded the Solvay Bank Mobile Banking App to your device

How should I endorse the check? 

Sign/Endorse the back of your check and write "For Mobile Deposit Only at Solvay Bank " below your signature.

What should I do with my check after completing a mobile deposit?

After depositing your check using Mobile Deposit, please follow these best practice guidelines:

  • Write "Mobile Deposit on Date" on the front of your check. The date should be the month, day, and year of your deposit.
  • Securely store your deposited check for a 30-day period after confirming that the deposited funds have been applied to your account and then destroy it.

What types of checks can I mobile deposit?

You can deposit most check types, including personal, payroll, and government checks payable in U.S. dollars and drawn at any U.S. bank. They must be payable to and endorsed by the account holder. 

You cannot deposit money orders, traveler's checks, foreign checks, savings bonds, cash, or checks that are postdated or more than 6 months old. Please refer to your agreement for use of Solvay Bank Mobile Deposit for more detailed information.

What is the cutoff time for mobile deposits and when will funds be available in my account?

Checks successfully deposited through Mobile Deposit prior to 2:30pm Eastern Time on any business day will be deemed to have been received by the bank on that business day. Funds from mobile deposits are not available for immediate withdrawal. Please refer to the Deposit Account Agreement and Funds Availability Policy for funds availability.

How do I know if a deposit went through? 

A successful mobile deposit will show in your transaction history with the dollar amount by the end of the following business day. 

Is there a limit to how much I can deposit? 

You may deposit up to $2,500 a day using Mobile Deposit. However, we may establish limits on the number of checks, or the total amount of checks deposited using Mobile Deposit. These limits may change from time to time without notice to you. We reserve the right to modify (including reduce) your transaction limits at our discretion, subject to applicable notice requirements in Online Banking e-Signature and Electronic Disclosure Agreement.

What if there is a mistake or error?

You should notify us of any suspected errors regarding checks deposited through Solvay Bank Mobile Deposit as soon as possible, and in no event later than 60 days after your next Solvay Bank account statement relating to the suspected error.

How long does it take to upload a deposit?

This will depend on your network connection. Most deposits take 5 to 30 seconds to submit.

What do I do if I lose my phone? 

You can disable your mobile device from mobile banking and mobile deposit at any time using your Solvay Bank Online account under "User Options." Or you may call us at (315) 484.2201 during business hours.

Who should I call with mobile deposit questions?

For assistance with Mobile Deposit, please contact Customer Care at (315) 484.2201 during business hours. Monday through Wednesday from 8:00am to 5:00pm, Thursday and Friday from 8:00am to 6:00pm and Saturday from 9:00am to 12:00pm (noon). 

What if I would like to add or delete a device from mobile deposit? 

You simply log into your online banking accounts, click on "User Options" and scroll down to the mobile banking section and click on "Manage Devices." This screen will allow you to add or make changes to an existing device. 

Why does my mobile deposit listing on the Transaction page state Pending?

All deposits are reviewed and verified prior to being processed. The deposit will show as Pending until the verification is completed during normal business hours.

How can I view the checks I have deposited? 

Inside the Solvay Bank Mobile Banking app, click "Deposit" and select "View Deposit History." Once you select the deposit in question, a "View Check" icon will appear.

{endAccordion}

eStatements

{beginAccordion} 

How do I sign up for eStatements 

Getting eStatements started is easy!

Log onto Personal Online Banking and click on the "Enroll in eStatements" tab. Select the accounts you wish to receive electronic statements and agree to the terms. Done.

Will I continue to receive paper statements?

No. If you receive eStatements for an account, you will not receive a paper statement. However, you can print your online statement anytime from online banking.

Can I set up some of my accounts for eStatements and some for paper statements?

Yes. You can choose which of your accounts you want to receive eStatements, and which ones you wish to continue to receive paper statements. However, combined statements cannot be split between the two methods of delivery.

When will I receive my eStatement?

You will receive your eStatement approximately the same time that you currently receive your paper statement. When new eStatements are available for viewing, we will send an email notification to the primary email address on your account.

How long will my eStatements be available?

eStatements will be available via Personal Online Banking for 13 months after they have been posted for viewing. You can easily save your eStatements to your computer or storage device for permanent storage.

What if I have a joint account? Do both owners have to agree to receive eStatements?

No. Only one account owner's request is necessary to turn eStatements on and paper statements off.

If I change my mind can I discontinue eStatements?

Yes. You can turn off eStatements at any time. If you wish to turn off eStatements for some or all of your accounts, simply notify Solvay Bank in writing.

When I open new accounts, will they automatically be set up for eStatements?

Not automatically, unless you let us know your preference at the time the account is opened. Alternatively, you could choose eStatements for each new account within online banking by clicking on the "Enroll in eStatements" tab.

Is my statement information secure? 

When you bank online with Solvay Bank, your personal financial information is protected. To receive eStatements you need a browser that supports secure 128-bit encryption. Solvay Bank maintains a firewall to prevent unauthorized entry to our systems, and data is transferred using a private code that encrypts the data to prevent eavesdropping, tampering, and message forgery.

What do I do if I need assistance? 

Email [email protected] or call 315-484-2201.

{endAccordion}

Popmoney® 

{beginAccordion}

What is Popmoney? 

The Popmoney® personal payment service lets you send and receive money from friends, family, or just about anyone with an email address or mobile number1. Popmoney is part of our online bill pay service and lets you move money from your bank account to theirs safely and securely, with ease. And Popmoney is easy for your friends and family to use, at their bank or at Popmoney.com.

How do I enroll/sign up? 

Enrollment is easy. Popmoney is a part of our online bill pay service, so if you are already enrolled in online bill pay you can log in and start using the Popmoney service now. If not, simply enroll in online bill pay to start using the Popmoney service.

How does Popmoney work?

Popmoney works through our online banking and bill pay service, using the same systems and security you rely on today.

To send money, all you need is the name and email address or mobile telephone number of the person to whom you are sending money. They will receive a personalized email or text message notification that comes directly from you.

If their bank or credit union offers Popmoney, they can simply access Popmoney through Online Banking. If their bank or credit union does not offer Popmoney, they can pick up the funds just as easily at Popmoney.com2.

The money will move from your Solvay Bank account to theirs — without having to exchange financial account information with each other.

When someone sends you money through Popmoney, it will be deposited directly into the Solvay Bank checking or savings account that you've designated as your primary account.

What can I use Popmoney for 

Use Popmoney to pay and get paid for all sorts of things1. Some examples include:

  • Give a gift to family and friends
  • Collect rent from tenants or roommates
  • Pay your dog walker or lawn care service
  • Send money to your child at college
  • Pay back friends for a fun outing, like a dinner or concert

How much does it cost to use Popmoney?

A fee of $1.00 is charged each time you send or request money which is then collected by the recipient. There's no cost to pick up a payment.

How does a non-Solvay Bank customer receive money?

A large network of banks offer Popmoney, but if the recipient's bank is not a part of the network they can still sign up at Popmoney.com2. Almost anybody with a bank account can sign up1.

Is Popmoney secure?

From the moment information is sent to the Popmoney personal payment service, throughout the entire transaction process, it is kept highly secure using industry-leading technology. Popmoney uses one-time verification codes that are sent to the mobile number or email address where the payment notification was sent to prevent an unauthorized person from fraudulently depositing someone else's payment. 

When will the recipient receive the funds? 

The delivery speed will be displayed when you schedule the payment. It could take additional time if your contact has not enrolled in Popmoney or will have to log in and accept the payment.

When will funds be deducted from my account?

If you schedule a payment before 4pm Eastern Time on a business day, the funds will be debited the same day. You should see the transaction in your account activity the following day. If you schedule a payment after 4pm Eastern Time or on a non-business day, the funds will be debited from your account the next business day. 

What are the different ways I can send money to someone?

You can send money using a recipient's:

  • Email address: your recipient will receive an email with instructions on how to direct the payment into his or her bank account1.
  • Mobile number: a text message will be sent to the recipient with instructions on how to direct the payment into his or her bank account1.
  • Bank account1 information (routing and account number): money will be deposited directly into your recipient's bank account1. You will also have the option to send the recipient an email.

Is Popmoney available outside of the United States?

Currently, Popmoney is only available for use between bank accounts1 and registered users residing in the United States, as well as for military personnel with an APO address. Payments can take up to 3 business days or can arrive as early as the next business day. 

Do I have to enter my recipient's information each time I send them money? 

Popmoney saves the email address and mobile number for your contacts. If any of your contacts changes an email address or mobile number, you will need to update their information to send payment notifications. You can search, edit, or delete contacts. When you search your contacts, you can search by first and last name, email address or mobile number, amount, and date range.

Note: You cannot edit a contact while there are Pending or In Progress payments associated with them. Pending payments must be canceled before a contact can be edited or deleted. In Progress payments must reach the Completed status before their contact information can be edited or deleted.

Will my account information be shared with the recipient?

No, your account information will not be shared with the recipient. The recipient will only see your first name, last name, and the message you wrote for the payment. When you send a payment to an email address, the recipient will also see your email address. Similarly, you will not be able to see the recipient's account information.

Why do I have limits on my payments?

For your protection, limits have been created on how much money and how many payments can be sent during various time periods. You can click the help icon next to the "Amounts" field to view your available limits.

Why am I asked to enter a message to the contact?

A personal message helps your contact know that they are receiving a payment from someone they familiar with. It is also your opportunity to communicate the purpose of the payment.

Can I cancel a payment?

Yes, you may cancel a payment any time before or on the send date. Your contact will be notified if you cancel a payment after a payment notification has been sent.

How do I add a contact?

There are two ways to add a contact:

  • Click on the "Contacts" tab and click on the "Add Contact" button. Enter the required fields and click "Save."
  • Click on the "Add New Contact" link in the drop-down list that appears when you click on the "To" field. Enter the required fields on the popup window and click "Save."

Can I create a payment with a future date? 

Yes, Popmoney allows you to schedule one time or recurring future payments. See sections "Scheduled Payments" below.

Why don't I see a payment that I'm expecting?

If you are expecting a payment and you do not see it in your Incoming Payments, this is most likely because you have not added the email address or mobile number to which the payment was sent. Have you added this email address or mobile number? If not, go to Preferences to add and verify it. Once you are done, you will be able to see the payment immediately.

When will the funds be available in my account after I deposit the payment?

Click Activity to view the estimated date when the funds will be available. All payments are available within 3 business days, though some may be available sooner depending on delivery speed and the date that the payment was sent.

What is Automatic Deposit?

Automatic Deposit is the easiest and fastest way to receive money. It allows you to designate one account into which payments from all participating financial institutions will be automatically deposited. After selecting this option, there is nothing more for you to do. You will be notified of incoming payments by email or text message, and all payments will be sent into your selected account. You can edit automatic deposit settings in "Preferences." 

Why didn't Automatic Deposit work for an incoming payment? 

There are two reasons why automatic deposit may not work for incoming payments.

First, the payment might not have been sent to an email address or mobile number in your profile. You can click "Preferences" to add and verify additional email addresses or mobile numbers.

Second, as an extra security precaution, the sender is sometimes required to provide your mobile number when they schedule a payment. You need to verify access to this mobile number in order to receive the payment.

What happens when a payment someone sent me expires?

You have ten days from the send date to deposit a payment. When a payment expires, the funds are returned to the sender. After a payment expires, you will have to contact your sender to request another payment if you still wish to receive the funds.

I do not see any amount for the request. What do I do?

The requestor has decided to let you choose the amount you would like to pay. However, the maximum amount you can pay may be subject to maximum transaction limits.

I have paid the request, but the requestor is saying he has not received the money. Should I pay again?

It takes 3 business days for the requestor's account to be credited, after you have made the payment. The requestor can check the status of the payment by going to the "Activity" section of Popmoney.

What do I do if I do not want to pay the request?

You have the option to reject the request. Click on the details of the received request and select the reject option. You have the option to send a message to the requester when you reject the request. Note that if you do not take any action, the request will eventually expire (typically in 30 days).

I received a Popmoney notification to my email or mobile device regarding a request for money. However, I do not see the request in my To Do List. What do I do?

If you do not see a Request or Invoice that you are expecting, this is most likely because you have not added the email address or mobile number to which the request was sent. Have you added this email address or mobile number? If not, please do so.

What are the different payment statuses?

Below is a list of all the possible payment statuses and their definitions. 

On Hold:

The payment was placed on hold because the sender failed verification when attempting to schedule the payment. Please call (800) 877.8021 to remove the hold.

Pending:

  • If this is a payment you sent, the recipient was notified of this payment. The funds will be withdrawn from your account the next day.
  • If this is a payment you received, the payment is being processed and the funds will be deposited into your account within three business days.

In Progress:

  • If this is a payment you sent, the recipient was notified of this payment and the payment is being processed.
  • If this is a payment you received, the funds are being processed and will be deposited into your account within three business days.

Failed: 

A payment may fail due to one of the following reasons:

  • The recipient is unable to validate access to the mobile phone as provided by the sender.
  • The funds could not be deposited into the account provided by the recipient.
  • There are insufficient funds in the account to cover the amount of the payment.

Stopped:

The sender stopped the payment after the send date. The funds are returned to the sender's account.

Expired: 

The recipient has ten days from the send date to provide instructions on how to deposit the payment. After the payment expires, the funds are returned to the sender's account.

Completed:

The payment has successfully been deposited into the recipient's account.

Why did my transaction fail? 

A payment may fail due to one of the following reasons: 

  • The recipient is unable to validate access to the mobile phone as provided by the sender
  • The funds could not be deposited into the account provided by the recipient
  • There are insufficient funds in the account to cover the amount of the payment

Can I edit or cancel a future-dated payment? 

Yes, you can edit or cancel a future-dated payment any time before the send date. You can only edit certain fields, which include Send Date, Amount, Subject Line, Personal Message, and My Notes.

You can also stop a payment any time after the send date if the payment has not been deposited into the recipient's account. To stop a payment, go to "Activity" and click the "Stop Payment" button. You will not see the "Stop Payment" button if the option is no longer available.

Can I edit or cancel a recurring payment plan?

Yes, you can edit or cancel the next payment any time before the send date or the entire recurring payment plan at any time. For the next payment, you can edit the Send Date, Amount, Subject Line, and Personal Message, without affecting the rest of the plan. For the entire recurring payment plan, you can edit the same fields as well as the Frequency and Duration.

What is the difference between adding a contact's email address or account?

The information you provide on a contact determines how the payment you send to them will be processed and how he/she will be notified. 

Email address: your contact will receive an email with instructions on how to direct the payment into his or her account.

Account information (routing and account number): the money will be directly deposited into your contact's account. You will also have the option to send an email to the contact.

Why are my contacts' email addresses, accounts suspended or on hold?

For your protection, your contacts' email addresses and accounts in Popmoney may be placed on hold or suspended for various reasons. For example, if you fail verification when attempting to send money to them, this would result in a hold. Please call (800) 877.8021 to remove a hold or suspension.

What is a primary email address? 

Your primary email address will be used for all communications between Popmoney and you.

Why would I want to add multiple email addresses or mobile numbers that I own?

By adding multiple email addresses or mobile numbers, you can choose to receive payments made to any of them. For example, this is helpful for individuals who have separate email addresses or mobile numbers for personal friends and work colleagues.

What is Automatic Deposit? 

Automatic Deposit is the easiest and fastest way to receive money. It allows you to designate one account into which payments from all participating financial institutions will be automatically deposited. After selecting this option, there is nothing more for you to do. You will be notified of incoming payments by email or text message, and all payments will be sent into your selected account. You can edit automatic deposit settings in "Preferences."

{endAccordion}

Account Alerts 

{beginAccordion} 

What are Alerts? 

Alerts are a complimentary service available to Solvay Bank Online Banking customers, allowing you to stay informed of activity on your account. Alerts can be set up to notify you by email, mobile text, or inside your online banking — whichever you choose.

How much does it cost to use Alerts?

There are currently no fees to use Solvay Bank's Alerts and there is no limit to the number of alerts you can create. However, if you choose to receive alerts on your mobile phone, message and data rates from your mobile provider may still apply.

What types of accounts can I receive Alerts for?

Alert templates are currently available for any Checking, Savings, or Loan Accounts that you have with Solvay Bank.

How often will I receive Alerts?

Alerts are sent when the criteria you establish is met. Depending on the alert template you choose, you could be notified daily or throughout the day as activity happens.

Is there a limit to how many Alerts I can receive?

No. You can set up as many alerts on your accounts as you desire.

What are the requirements for Alerts?

You must be an Online Banking customer to set up and receive alerts.

How does Solvay Bank safeguard my private information? 

Your privacy and account security are a top concern for us. That's why there are multiple safeguards in place to secure your private information.

  • Only email addresses or mobile devices that you authorize through our secure Online Banking site will receive alert messages
  • Account numbers are masked within an alert to protect your safety
  • No detailed personal information is sent via text message or email

Can I change or delete an Alert I have set-up? 

From the Alert Menu, click on the appropriate icon for View, Edit, or Delete. Please note that not all fields can be modified once an alert is established. For some templates you may need to delete the active alert and then set up a new one. 

What are Alert Templates?

The following templates are available for all users that have access to Online Banking. Templates are used as a starting point for the different alerts that you wish to set up.

Check(s) Cleared 

An alert will be sent to you when a specific check or range of checks clear your account. If checks are found to match the criteria you define the event will fulfill and delete. The system will check for this information during the nightly process.

Checking Withdrawal

An alert will be sent to you when a withdrawal posts to your Checking Account.

Checking Deposit

An alert will be sent to you when a deposit, greater than or less than a specified dollar amount set by you, is made to your Checking Account. 

Checking Balance

An alert will be sent to you when the balance in your Checking Account is greater than or less than a specified dollar amount set by you.

Savings Withdrawal

An alert will be sent to you when a withdrawal posts to your Savings Account.

Savings Deposit

An alert will be sent to you when a deposit is made to your Savings Account.

 Savings Balance

An alert will be sent to you when the balance in your Savings Account is greater than or less than a specified dollar amount set by you. 

Loan Payment Due 

An alert will be sent to you when a payment is due on your Loan. The system will check for this information during the nightly process.

{endAccordion}

 

1Terms and conditions apply. 

2Popmoney® personal payments services offered at www.popmoney.com are provided by CheckFreePay Corporation, a licensed money transmitter, and CheckFreePay Corporation of New York, which is licensed as a Money Transmitter for payment services by the New York State Department of Financial Services