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 Internet Explorer 6.0 or higher or Firefox. 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.

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).

Microsoft Internet Explorer - 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 (866) 432-7996 - 24 hours a day, 7 days a week or Berkshire Bank’s Web Support at (800) 220-6956 during business hours.

Internet Banking

What are the system requirements to use BerkshireBank@Home?

PC or Macintosh computer

Software

-Windows 2000 SPX or higher, Firefox 2.0 or higher, Safari1.2 or higher and AOL 8.0 or higher

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 "Enroll Now" section on the "Welcome" page. Simply complete the on-line information and submit.

How will I access BerkshireBank@Home once I enroll?

Once you are enrolled, you will receive your own personal username and password by E-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 are not required to do so.

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 877-432-7996. 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?

Reset your password on the welcome screen of Bank@Home by clicking "forgot your password” or call Web Support at 800-220-6956 during business hours.

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 the correct password. If you still are unable to access your account information, please call the On-line Banking Center at 877-432-7996 24/7.

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 account the next business day.

Bill Payment

What accounts may I use for Bill Payment?

You may use your checking account(s) for 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 2-3 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 reoccurring. Bill payment cannot be used to transmit tax payments, payments outside of the United States or alimony, child support, or other court ordered payments.

How are my bills actually paid?

Internet Banking submits (transmits) all your bill pay requests to our bill payment service provider throughout the day, Monday through Friday excluding Federal Holidays. The bill payment service determines if your payee will accept your payment electronically or if a check needs to be sent. The pay date is the date on which your payee will receive the payment. To avoid late payments please be sure to select pay dates on or before your bill’s due date. Remember, some billers may take several days to post the payment to your account. Please factor that time into your selection of the pay date. The funds will be deducted from your checking account on the date the payment is scheduled if the payment can be sent electronically or on the date the check is presented to Berkshire Bank if your payee does not except electronic payments. Typically the funds are deducted on the pay date.

Please remember that the process date you select is the date that your payee will receive your payment.

For more information, call (413) 443-5601, 1-800-773-5601, stop into any Berkshire Bank office, or contact us.