How are my bills actually paid?
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Security
How does Internet
Banking security work?
Imagine sending a friend a letter. Now imagine that instead
of just dropping it into the mailbox, you put the letter through a
shredder that only you have the key to and then into the mailbox.
And instead of one carrier coming to pick it up, the post office
sends 100 carriers to each take a piece of your letter. They each go
on their own route through all sorts of neighborhoods to your
friend's house. Once there, your friend takes this pile of
incomprehensible paper, puts it through a reverse shredder that they
only have a key to, and out comes your letter, safe and sound.
If we sent information through the
traditional manner of one letter, one carrier, and one route, it
would be easy for someone to find the truck carrying your letter and
pick it out. So we use the 100 carrier method, otherwise known as
RSA public-key cryptography. It's become a standard on the Internet,
wherever private or sensitive information is concerned.
What is a cookie?
A cookie is a piece of data passed to
your browser. Internet Banking uses cookies inside the secure
banking environment to keep track of your session data. Basically it
tells our system that you’ve already logged on as a valid user.
Without this cookie data, you would have to logon every time you
wanted to move to another banking screen. When you hit the Exit
button to leave the bank, the cookie data is flushed from your
system.
Newer browser versions have a feature that allows you to be
notified when a cookie is being handed to your system. You can
disable this option under “Internet Options”.
To keep my banking
information private, what recommendations do you have?
- Use the latest version of either
Netscape Navigator 4.0 or Microsoft Internet Explorer 4.0. Both
of these browsers are certified for use at our site.
- Keep your password confidential.
Change it frequently to insure that no one else can guess it,
and do not let anyone else use it.
- Never walk away from your
computer without exiting the system first. When you are finished
with your banking, click the Exit button located at the top and
bottom navigational toolbars. Once you have ended your session,
no further transactions can be processed until you sign on to
the system again.
Is
BerkshireBank@Home a secure way to bank?
Yes, BerkshireBank@Home utilizes
several types of technology to ensure the security of your banking
information. Your transaction history remains securely behind a
series of firewalls designed to protect the information. Visit our
Security Information page for more details.
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Browser
How can I tell if I
have a secure connection to Internet Banking?
The visual indicators of a secured connection vary from
browser to browser. The following is a listing of all the major
browsers and their methods of indicating a secured connection.
Please note that while you are on this page, all the indicators
should show an unsecured connection (this will change if you enter
Internet Banking).
- Netscape Navigator 4.0 - look for an icon of a lock in the
bottom corner of the browser. If it is in a locked position,
your should have a secure session. If unlocked, you have an
unsecured connection, which is what you should have for this
page.
- Microsoft Internet Explorer 4.0 - A small lock will appear in
the bottom bar of the browser to indicate a secure connection.
If you don't see a lock, you don't have a secure connection.
While trying to go
back to a previous page, I was taken back to the logon screen. Why
did this happen?
Sometimes using your browser’s back
button will cause you to be logged out of Internet Banking. For
security reasons some pages are automatically expired so that you
cannot return to them. By using the navigation toolbar found at the
top of most Internet Banking pages, you should not encounter this
problem.
What do I do if I
receive the following message: "Server is busy or is not
responding."?
Check the location box and make sure that the address was
typed properly. A complete web address for Berkshire Bank is in
the format http://www.berkshirebank.com, or with secure web sites,
don’t forget the “s”: https:www.berkshirebank.com. Sometimes you
will receive this message when the server is busy. Try a second
time to connect and the connection will go through. Maybe the server
you are looking for doesn’t exist, because you’ve typed the name
incorrectly or the server is down right now. If after three attempts
you still do not connect, please call the On-line Banking Center
at 866-432-7996.
Can I use Pocket IE
on a Windows CE system?
To access Internet Banking via Microsoft Pocket Internet
Explorer on a Windows CE system, such as a palm PC, you must disable
the cache on Pocket IE.
Where can I find
other help sources?
If you still have
questions regarding your browser, we encourage you to contact the
appropriate company that created it through the normal customer
support channels. However, if you have any questions regarding
Internet Banking, your accounts, or are having difficulty connecting
to your bank’s Internet Bank, please call the On-line Banking
Center at (877) 329-2569 - 24 hours a day, 7 days a week or
Berkshire Bank’s Web Support at (800) 220-6956 during business
hours.
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Internet Banking
What are the system
requirements to use BerkshireBank@Home?
PC or Macintosh computer
Software
- DOS 5.0 or higher, or
- Windows 3.1 (Netscape Navigator version 4.0,
Internet Explorer 4.0 or higher)
Modem
Internet Access
How much does
BerkshireBank@Home cost?
There is no monthly fee for unlimited use of BerkshireBank@Home Internet banking inquiry,
Bill Pay, funds transfer and personal management reporting.
How do I enroll in
BerkshireBank@Home?
Register on-line from the "First Time User" section on
the "Welcome" page. Simply print the signature page and
complete the on-line information. Mail the "signature page"
to the address on the application, or bring it to any of our branches.
How will I access
BerkshireBank@Home once I enroll?
Once you are enrolled, you will receive your own personal username
and password by mail from Berkshire Bank. Go to www.berkshirebank.com
and click on the BerkshireBank@Home logo. You will go directly
to the special banking section where you will enter your username
and password. You may change your password as often as you wish, but
you will be required to change it every 90 days at the minimum for
security purposes.
Where do I get help
with BerkshireBank@Home if I need it?
As a BerkshireBank@Home customer, you will have access to our
24-hour customer support line at 877-329-2569. If you have questions
regarding your Berkshire Bank accounts, call us during business
hours at 800-220-6956 or email us at websupport@berkshirebank.com.
If your phone line is busy when your computer is on line, help is
available through the tutorials and help screens.
What happens if I
forget my password?
Call Web Support at 800-220-6956 during business hours. Berkshire
Bank is unable to provide your current or new password over the
phone, but will mail a new password to your address.
How can I e-mail Berkshire
Bank?
You can contact us by email at websupport@berkshirebank.com.
What types of accounts
can I see on Internet Banking?
You are able to view all deposit and loan accounts (checking, savings,
money market, CDs, mortgage, personal, and auto loans).
When I try to sign
on to Internet Banking I receive a message saying "login
failed, retry". What happened?
It is possible that you have entered your username and/or password
incorrectly. The password is case sensitive so we recommend that you
verify that your Caps Lock button is not turned on and that you have
copied the password down correctly. Also, when entering your
username, make sure you include the dashes. If you still are unable
to access your account information, please call the On-line Banking
Center.
On the Funds Transfer
screen there is a message that "fund transfers entered after
6:00 pm eastern time (ET) will be processed the next day".
Does this mean my transfer will not go through today?
While your funds transfer is still initiated today, the
transaction will not appear in your register until after nightly
processing at the bank. You should receive a message back from the
system indicating that your transfer has been successful and the
Statement Available Balance will reflect the change in your balance
the next time you log in to the system.
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Bill Payment
What accounts may I
use for Bill Payment?
You may use your checking account for your bill payment.
Do I automatically
have access to Bill Payment if I use BerkshireBank@Home?
You need to sign up for the Bill Payment service. The service
will be available for your use in 2-5 business days after completing
an application. There is no fee for unlimited use of Bill Payment.
Are there any restrictions
to using Bill Payment?
You can use Bill Payment for transactions under $9,999.99 that
are one time or recurring. Bill payment cannot be used to transmit
alimony, child support, or other court ordered directed payments.
How are my bills
actually paid?
Internet Banking submits (transmits) all your bill pay requests
to our bill payment service around 6:00 pm eastern time (ET) each
day, Sunday through Friday. The following business day after we
submit the payment request, the bill payment service determines
if your payee will accept your payment electronically or if a check
needs to be sent. Once this is determined, your payment is sent
and the funds are deducted from your checking account. Typically
the funds are deducted from your account two business days following
the transmission.
Please remember that the transmit date is not the day your payee
will receive your payment. It is the day the bill payment process
begins. The payment still must be processed and sent through the
mail or ACH Debit. Bill payments are transmitted Sunday through
Friday by Internet Banking so PLAN AHEAD and please remember weekends
and holidays.
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For more information, call (413) 443-5601, 1-800-773-5601, stop into any Berkshire Bank office,
or contact us.
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