Personal Banking FAQs

Personal Banking FAQs 

You have questions. We have answers. 

Learn more about our new mobile app, available on Apple App Store or Google Play, as well as our new online banking platform.

If you have a question that isn’t answered below, please visit our Resource Center, call us at 833-BERKBNK or visit your nearest Berkshire Bank financial center.

Getting Started

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.
 

Settings

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.
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.
 

Accounts

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 Don’t worry if you see it twice, it will only be withdrawn once.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.
You can adjust the zoom/magnification under the accessibility settings on your mobile device to be able to enlarge the screen viewing.
 

Bill Center

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.
 

Transfers

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

Features

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.
 

About the Transition

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.
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.