Personal Banking FAQs

You can log in for the first time via the mobile app or from a web browser on a computer or any mobile device. Visit Getting Started or our Resource Center for detailed instructions.

Our new mobile app — “Berkshire Bank Mobile” — makes banking on the go easier than ever before. It’s available in the Apple App Store or Google Play. Visit Getting Started or our Resource Center for detailed instructions.

Usernames in online and mobile banking will not change for most users. A small number of usernames may not meet the requirements of the new system. You will receive a separate email or phone call before the transition if your username is affected.

There will be no changes to account numbers or loan numbers in the transition.

Any recurring automatic payments through your debit card or set up in a Berkshire Bank financial center via ACH will not change. If you use bill pay, please visit berkshirebank.com/bill-pay for more information.

If you have not logged in since Sept. 18, 2022, you must login to online or mobile banking by 5 p.m. on Sept. 7 to be included in the transition. If you do not login by this time, you will need to re-enroll after the transition and any bill pay payees or scheduled transfers/payments will be lost.

We’re excited to share that the new platform will offer a new self-service password reset feature in online and mobile banking that will make it faster and more convenient to securely reset your password.

To change the address where you receive statements and documents, please contact us using our Secure Messaging service.

You will need to re-consent to your preferred delivery method/s for statements and documents as part of the transition. This will be a one-time task when you login to our new online and mobile banking platform for the first time. We are encouraging all customers to sign up for electronic delivery of documents, which include statements and notices. Electronic delivery provides quicker, secure access to account documents and also benefits the environment. When choosing this option, all documents related to all of your accounts may be provided electronically.

eDocuments are any eStatement and/or eNotice. Up to 200 eDocuments from the past 18 months will be available on the platform when it launches Sept. 18. If you would like to retain additional eDocuments, please download or print them before Sept. 14.

Email alerts for statements and notices are unavailable on the new platform. You may login regularly to view your statements and notices.

Customers will continue to be able to turn their cards on and off in the mobile app in the event of fraud or a lost card. Our new platform also makes this option available in online banking. Other debit card controls — such as the option to receive alerts based on location, transaction, merchant type or threshold amounts — will no longer be available. Stay tuned for future communications around this functionality.

Transactions, including debit card pre-authorizations, may appear as a "Hold" in your Transaction History. Don’t worry if you see it twice, it will only be withdrawn once. Your available balance reflects real-time processed transactions.

You have the option to instantly add (also ""Instant Verify"") or manually add an external account to your profile in both our online banking platform and our mobile app. If you experience an issue with instantly adding an external account on the mobile app, you have two options:
 

1. Please use the option to instantly add the account from a browser using online banking on your desktop or mobile browser at Online.BerkshireBank.com or
2. Manually add the external account directly in the app or from a browser on your desktop at Online.BerkshireBank.com.

Our new Bill Center bill pay service will help you easily manage paying your bills whether its electronically or by a check that we print and mail.

Visit our Bill Center page for FAQs and information about changes current bill pay users will experience on our new platform.

Yes, after the transition, the options for frequencies available for scheduled internal transfers will change. Learn more.

Yes, the cut-off time for external transfers will change on the new platform to 5:00 p.m. on business days.

The new online and mobile banking experience will be filled with new features to make banking easier and more convenient for our personal and small business banking customers. Review a list of all the helpful new features that will be available.

Our new mobile app will provide a seamless, enhanced experience for faster, easier deposits on the go. Among our new mobile deposit features: The ability to see the mobile deposit in your transaction history quickly and an updated image capture process that automatically takes photos of the front/back of the check when it comes into focus. In addition, we’re pleased to share that all types of business accounts will have the option to use mobile deposit.

Yes, our new platform will offer real-time peer-to-peer (P2P) payments. Our new P2P Payments feature allows you to electronically “send cash” using your Berkshire Bank debit card to anyone’s account. Simply provide the email or phone number of the person you want to send money to and the amount. The recipient is then notified by email or text message with instructions on how to securely accept the funds. This feature is sometimes referred to as Pay It Now.

The eReceipts feature and all stored eReceipts will be unavailable on the new platform. If you wish to retain stored eReceipts after the transition, please download them by Sept. 7 at 5 p.m. Learn more about all the new features our new platform will offer, including expanded budgeting tools.

Unfortunately, this program will be unavailable in the new platform.

We’re rolling out a more modern digital banking experience on Sept. 18, 2023, that will make banking easier and more convenient for our personal and small business banking customers. It will include a new online banking experience, as well as a new mobile app. 

Check out the new features that will be available. Please note: There will be no changes to account numbers or loan numbers in the transition.

The transition will take place over five days, from Sept. 14 to Sept. 18. The new platform will be available on Sept. 18 at 9 a.m.

Online and mobile banking will be unavailable starting on Sept. 14 at 5 p.m. until Sept. 18 at 9 a.m. for the transition. We apologize for this necessary inconvenience. Please review all important dates and steps to get ready to help ensure a smooth transition.

Customers are encouraged to complete several essential steps by Sept. 7 and Sept. 13 for the smoothest possible transition to our new online and mobile banking platform. 

Online and mobile banking will be unavailable starting on Sept. 14 at 5 p.m. until Sept. 18 at 9 a.m. for the transition. To provide additional customer support, we will have extended hours at financial centers over the weekend of the transition. On both Saturday, Sept. 16, and Sunday, Sept. 17, most of our financial centers will be open from 9 a.m. to 1 p.m. As a reminder all MyTeller locations provide extended hours for your convenience. You also have the option to do your banking anytime using our telephone banking at 888-685-8300.

External transfers scheduled to take place Sept. 12-15 will not be processed. All external transfers scheduled for the weekend of Sept. 16-17 will be processed on the next business day, Monday, Sept. 18, as all weekend transactions are. As an added precaution, please check your account history on or after Sept. 18 to ensure all transfers have been completed prior to resubmitting a transfer. An external transfer moves funds electronically using online or mobile banking between your Berkshire Bank account and your account at another bank.

Internal transfers scheduled through online and mobile banking to take place Sept. 15-17, whether scheduled or recurring, will process as one-time transfers on Monday, Sept 18. You may make internal transfers Sept. 15-17 by visiting a financial center, at an ATM if both accounts are linked to the same debit card, by using telephone banking at 888-685-8300, or by calling 833-BERKBNK.

Beginning Sept. 18, all internal transfers will process as normal. As an added precaution, please check your account history on or after Sept. 18 to ensure all transfers have been completed prior to resubmitting a transfer.

An internal transfer moves funds electronically between your Berkshire Bank accounts.

Digital banking refers to the use of electronic platforms and technologies, such as mobile apps and online banking through your desktop computer or laptop, to conduct various banking activities and transactions. It allows users to check balances and perform transactions such as fund transfers and bill payments.