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Frequently Asked Questions
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eACCESS
What is eAccess?
What accounts do I need for eAccess?
How much does eAccess cost?
Can I use eAccess for my business accounts?
Can I access my credit card accounts online?
What happens when I make a transfer from my home equity and premier line of credit accounts?
Can I download my information into Quicken and Money?
What is the difference between my Ledger Balance and my Available Balance?
Will my check numbers appear when I view my checking account history?
Can I obtain copies of the checks I've written?
Why does the word "View" appear in the Ref#/Chk# column of the Details screen?
What is the cutoff time to transfer funds?
After a fund transfer has been scheduled, can I cancel or edit it?
What are the minimum and maximum amounts that I can transfer?
Can I use eAccess if I live outside the U.S.?
My eAccess sessions automatically ends before I would like it to. Can it be extended?
BILL PAYMENT -
General Information
What can I do through online bill payment?
What type of account do I need for online bill payment?
How do I enroll for online bill payment?
How much does online bill payment cost?
Can I use online bill payment if I live outside the U.S.?
How does online bill payment work for joint account holders?
How much account history is available?
Can I pay bills using my home equity and premier line of credit accounts?
Can I obtain the canceled checks or proof of payment?
How do I know if a payment was received?
What happens if I set up a payment but do not have funds in my account?
Does Associated Bank guarantee online payments scheduled through eAccess?
What if my payment is not received by the payment date?
- Scheduling Payments
What is the difference between "payment date" and "process date"?
How far in advance should I set up payments?
Will my payments be received sooner if I use Express Pay?
What is the cutoff time for entering payments?
Can I cancel or edit payments?
Can I set up recurring payments?
If I cancel a payment, how will I know that the payment wasn't processed?
When is the money withdrawn from my account?
What is "days to pay"?
When adding a payee to my Payee List what is "Your Account #" referring to?
- Types of Payments
Who can I pay?
What are the minimum and maximum amounts I can pay?
What do payees actually receive?
- Customer Care
During what hours can I bank online?
What hours are Customer Care Professionals available?
If I forget my user ID, password, security question answer and/or have been locked out of eAccess, what should I do?
What should I do if I am having trouble
accessing eAccess?
- Security
Is the Internet secure for eAccess?
What can I do to keep my information secure?
Can anyone else see my account information? Is it out in the public?
What are "Security Questions"?
BROWSERS/TECHNICAL
What software and equipment do I need to access eAccess?
How can I determine my current browser encryption (security) level?
How do I upgrade my browser to 128-bit encryption?
How long will it take to download a new browser?
What if I have difficulty downloading a browser update?
Is eAccess available to Macintosh users?
Is eAccess available via WebTV?
What is eAccess?
eAccess is an Internet link to your Associated Bank personal checking, savings, money market, home
equity, premier lines, certain Associated Bank loan accounts, certain checking reserve lines and
installment loan accounts. eAccess provides current balance information about your accounts and
lets you transfer funds between accounts. You can also view checking, savings, money market account,
mortgage, home equity, premier lines and certain Associated Bank loan account activity. If you are enrolled
in bill payment, you are also able to pay bills online.
What accounts do I need for eAccess?
To use eAccess, you will need a personal checking, money market or savings account with Associated Bank. If you do not currently have a personal checking, savings or money market account with us, you can apply online.
How much does eAccess cost?
You may view balances, view transactions and transfer funds electronically at no cost.
Associated Bank offers FREE unlimited bill payment on all Advantage, Advantage Plus, Classic and Platinum Circle accounts. You may make unlimited* bill payments through this system with no hidden fees. To enable your account for bill payments, simply set up a payment.
A 90 day free trial is offered on Free Checking and Student Checking accounts. Make unlimited bill payments for 90 days. After 90 days of making your first bill payment, a low $4.95 monthly fee will apply.
*Note: By federal regulation certain types of accounts such as money market are restricted to a certain number of transactions per month and checks per month. Federal regulations require Associated Bank to charge a fee when these maximums are exceeded. If you are using money market accounts to pay bills and have questions about maximum transaction limits please contact Customer Care at 1-800-682-4989 seven days a week, 24 hours a day.
Can I use eAccess for my business accounts?
No, eAccess is designed to operate with personal deposit accounts. Online business account access is available through eManager+. View the eManager+ Demo by clicking on "Business Accounts" located in the "Access My Accounts" box in the left-hand corner of the page.
Can I access my credit card accounts online?
To access your credit card accounts (excluding the Home Equity Visa® Gold Card), simply click on the credit card tab on the home page of our site.
What happens when I make a transfer from my home equity and premier line of credit accounts?
Transfers from home equity, premier lines and certain Associated Bank loan accounts to checking, money market accounts or savings accounts will be treated as a cash advance. Please see terms and conditions for details concerning cash advances.
Can I download my information into Quicken and Money?
Yes, newer versions of Quicken and Money both require a QFX file. QFX file download is available by going to the Accounts Details tab, click on Export Results and select the Download to Quicken image.
- Selecting to ‘open’ the file through this feature launches Quicken for Quicken users.
- Selecting ‘save’ will create a TransactionHistory.QFX file that can be accessed by browsing when needed.
What is the difference between my Ledger Balance and my Available Balance?
The ledger balance includes cleared transactions. The available balance includes both cleared and pending transactions.
Will my check numbers appear when I view my checking account history?
Yes, the account history does display your check numbers.
Can I obtain copies of the checks I've written?
Yes, with the check-imaging feature in eAccess, you are able to view any of your checks that have been processed against your account as well as any of your deposit tickets or withdrawal tickets.
If the word "View" appears in the Ref#/Chk# column, the image is available electronically. Simply click on "View". By default, the front of the image will appear. You can also view the back of the image by clicking the "Back of Image" link located at the top of the screen. Images are limited to account transactions within the past 90 calendar days. Images older than 90 calendar days are available by requesting a copy through the Associated Bank Customer Care Center. If an image is not available for a transaction, the word "View" will not appear next to it. Our customer care professionals are available to assist you seven days a week, 24 hours a day. You can reach our Customer Care Center by phone (1-800-682-4989) or by email.
Hint: Print images by right-clicking your mouse and selecting "Print".
Why does the word "View" appear in the Ref#/Chk# column of the Details screen?
eAccess has a check imaging feature that allows you to view any of the checks that have been processed against your account as well as any of your deposit tickets or withdrawal tickets.
If the word "View" appears in the Ref#/Chk# column, the image is available electronically. Simply click on "View". By default, the front of the image will appear. You can also view the back of the image by clicking the "Back of Image" link located at the top of the screen. Images are limited to account transactions within the past 90 calendar days. Images older than 90 calendar days are available by requesting a copy through the Associated Bank Customer Care Center. If an image is not available for a transaction, the word "View" will not appear next to it. Our customer care professionals are available to assist you seven days a week, 24 hours a day. You can reach our Customer Care Center by phone (1-800-682-4989) or by email.
Hint: Print images by right-clicking your mouse and selecting "Print".
What is the cutoff time to transfer funds?
The cutoff time for transferring funds is 7:00 p.m. CST. Funds transferred after 7:00 p.m. or on weekends and holidays will be processed on the next business day.
After a fund transfer has been scheduled, can I cancel or edit it?
You may cancel or edit scheduled transfers up until 11:59 p.m. CST on the day before your transfer is scheduled to take place. Same-day transfers prior to 7:00 p.m. may not be edited or canceled as they take place immediately.
What are the minimum and maximum amounts that I can transfer?
The minimum amount that you can transfer is $1. If the requested transfer exceeds the maximum allowed dollar limit for transfers of this type, please retry the transfer with a smaller transfer amount. If you continue to experience difficulties, please contact our Customer Care Department at 1-800-682-4989 seven days a week, 24 hours a day.
Can I use eAccess if I live outside the U.S.?
Yes, online enrollment is available to customers with international addresses.
If you need assistance with setting up an account, please contact our Customer Care Center directly:
Toll-free: 1-800-236-8866
International Phone: 1-262-879-0133
Hours: Seven days a week, 24 hours a day
My eAccess sessions automatically ends before I would like it to. Can it be extended?
Your User Timeout Session can be set between 10-30 minutes. The default setting is at 10 minutes. You will find the option to extend your User Timeout Sessions by clicking on the "My Profile" tab located in the "Preferences" section.
BILL PAYMENT
- General Information
What can I do through online bill payment?
In addition to the services provided through eAccess, you will be able to:
 | Schedule automatic payments for recurring bills of the same amount |
| Use our Express Pay feature and make payments to several payees at once |
| Make simple payments for different amounts at different times - like your phone or utility bill |
| Send money to any individual in the U.S. (subject to the limitations in the eAccess Banking Agreement) |
| Review upcoming scheduled payments and make changes or cancel them |
| Receive an alert such as a reminder that a scheduled monthly payment is due |
What type of account do I need for online bill payment?
To use bill payment, you will need a personal checking or money market account with Associated Bank. Bill payment is not available from a savings account. If you do not currently have a personal checking or money market account with us, you can apply online.
How do I enroll for online bill payment?
If you currently use eAccess, you simply have to schedule a payment. See How much does online bill payment cost?
If you have not used our system in the past, the enrollment process can be started online. To protect your valuable account information, eAccess uses a unique user ID and password. For security purposes, you select your user ID during the online eAccess enrollment. Typically, a password will be given to you verbally via telephone, immediately following the successful completion of your online enrollment. In the event that your password cannot be given verbally, you will have the option to contact an Associated Bank customer service representative. The first time you use eAccess you will be asked to sign in with your user ID that you selected during your online enrollment and the password you received. You'll then be prompted to select a new password.
Please Note: For security purposes the user ID you select in the enrollment process will not be included in any mailing you receive. Please make note of it for use once you receive your password.
How much does online bill payment cost?
Associated Bank offers FREE unlimited bill payment on all Advantage, Advantage Plus, Classic and Platinum Circle accounts. You may make unlimited* bill payments through this system with no hidden fees. To enable your account for bill payments, simply set up a payment.
A 90 day free trial is offered on Free Checking and Student Checking accounts. Make unlimited bill payments for 90 days. After 90 days of making your first bill payment, a low $4.95 monthly fee will apply.
*Note: By federal regulation certain types of accounts such as money market are restricted to a certain number of transactions per month and checks per month. Federal regulations require Associated Bank to charge a fee when these maximums are exceeded. If you are using money market accounts to pay bills and have questions about maximum transaction limits please contact Customer Care at 1-800-682-4989 seven days a week, 24 hours a day.
Can I use online bill payment if I live outside the U.S.?
Yes, online bill payment is available to customers with international addresses. To register for the bill payment feature, simply schedule your first payment.
Please note: Payments can only be made to payees with a United States address. You may not make a payment of alimony, child-support, taxes or other governmental fees, or court-directed payments with the eAccess Service.
If you need assistance becoming an eAccess member contact our Customer Care Center directly:
Toll-free: 1-800-236-8866
International Phone: 1-262-879-0133
Hours: Seven days a week, 24 hours a day
How does online bill payment work for joint account holders?
Each checking account owner may sign up for and use bill payment using the same checking account(s) that payments are made from. Please note, however, that each owner with a unique bill payment user ID may be assessed a monthly bill payment fee. See How much does online bill payment cost?
How much account history is available?
Account history in eAccess online accumulates over time. Typically, new accounts in eAccess begin with 60 to 90 days of account history
and accumulate to a rolling 13-month history.
Can I pay bills using my home equity and premier line of credit accounts?
Bill payment from home equity, premier lines and certain Associated Bank loan accounts is not allowed at this time. (Note, you can transfer funds to your checking account from your home equity or premier line account to cover your bill payment.)
Can I obtain the canceled checks or proof of payment?
Although you will not automatically receive canceled checks, you will receive a reference number for every payment you schedule. This can be used to track payments in the Payment History section. Proof of payment should also be shown on the next bill you receive from the merchant.
How do I know if a payment was received?
You can verify that a payment was processed by checking your Payment History. A "Processed" status indicates a payment has been sent. You can view up to 13 months of history. In addition, payments should be reflected on the next bill you receive from that merchant.
What happens if I set up a payment but do not have funds in my account?
Unless your account has sufficient funds or is linked to Checking Reserve Line Overdraft Protection, the payment will fail. Visit a banking location to discuss overdraft protection options. (Please Note: Credit Card Reserve Line Overdraft Protection will not be utilized for online transfers or payments). Associated Bank will attempt to process the payment for three consecutive business days. If on the third day, there still aren't enough funds in the account, the payment will not be made.
Does Associated Bank guarantee online payments scheduled through eAccess?
Yes. If a bill payment issue arises, please notify our Customer Care Center via email or through the secure eAccess Message Center. You may also contact Customer Care at 1-800-682-4989 seven days a week, 24 hours a day.
Click here for complete information.
(Requires Adobe Acrobat Reader.)
What if my payment is not received by the payment date?
Most payees process a payment within 10 business days from date of payment mailing. Contact the payee to verify their current payment processing time.
- Scheduling Payments
What is the difference between "payment date" and "process date"?
The "payment date" is the estimated day that your payee will receive the payment. The "process date" is the date on which the money will be deducted from your designated account.
How far in advance should I set up payments?
In general your payment date should be at least five (5) business days from the date you set up a payment. However, the number of days required to make a payment can vary by payee based on the method your payee can receive payments. Each payee in the system is assigned a number of "days to pay" that tells you specifically for each payee how far in advance to set your payment. The "days to pay" listing is in your payee list next to each payee.
Will my payments be received sooner if I use Express Pay?
No, the Express Pay feature is designed to allow you to pay multiple payees with a single click. The bill payment "days to pay" will be the same as if you schedule payments through the "Make a Payment" option.
What is the cutoff time for entering payments?
The cutoff time for entering payments is 7:00 p.m. CST. Payments scheduled after 7:00 p.m. CST or on weekends and holidays will be processed on the next business day.
Can I cancel or edit payments?
Yes. You may cancel or edit scheduled payments up until 7:00 p.m. CST on the day your payment is scheduled to be processed.
Can I set up recurring payments?
Yes. For recurring expenses like a mortgage loan, you can schedule your payments to be processed automatically by indicating the frequency of the payment.
If I cancel a payment, how will I know that the payment wasn't processed?
The payment will no longer appear on your "Upcoming Payments" screen and it will not appear in your "Payment History". Payments may be canceled online up to 7:00 p.m. CST on the scheduled process date.
When is the money withdrawn from my account?
The money is withdrawn from your account on the scheduled processing date. This is usually five (5) business days before the actual payment date of your bill. Please refer to the number of days it will take for the payment to be processed. You will find this next to the payee name in your "Payee List".
What is "days to pay"?
It is the estimated number of days that it takes for a payee to receive the payment. This period will vary depending on whether your payee is paid electronically or by paper check.
When adding a payee to my Payee List what is "Your Account #" referring to?
"Your Account #" refers to your account number with the payee, not your Associated Checking Account Number.
- Types of Payments
Who can I pay?
Payments can only be made to payees with a United States address. You may not make a payment of alimony, child-support, taxes or other governmental fees, or court-directed payments with the eAccess Service.
What are the minimum and maximum amounts I can pay?
A single transaction has to be between $1 and $10,000.
What do payees actually receive?
Electronic payees receive payment information in an electronic format that automatically updates their accounts payable systems. Non-electronic merchants or individual payees receive a laser-printed paper check sent through the U.S. Postal Service.
- Customer Care
During what hours can I bank online?
You are able to bank online at all times except during scheduled maintenance which may take place on Sundays between the hours of 2:00-4:00 a.m. CST. This may require the system to be taken offline.
What hours are Customer Care Professionals available?
Our customer care professionals are available to assist you seven days a week, 24 hours a day. You can reach our Customer Care Center by phone (1-800-682-4989) or by email.
If I forget my user ID, password, answer to my security question and/or have been locked out of eAccess, what should I do?
If you forget your password after you are enrolled, you may request a new one from the Sign In page and a new password will be given to you verbally via telephone, immediately following the successful completion of your online request. You may also contact Customer Care and request that your password be reset.
If you forget your user ID, answer to your security question(s), or have been locked out of eAccess, you may contact Customer Care at the number listed below.Our customer care professionals are available to assist you seven days a week, 24 hours a day. You can reach our Customer Care Center by phone (1-800-682-4989) or by email.
Please note: Once your password has been reset, you will be asked to change it the next time you sign in to your account.
What should I do if I am having trouble accessing eAccess?
There are several possibilities. If you're having problems accessing all Web sites, please contact your Internet Service Provider (ISP). If you can access other Web sites but not Associated Bank's or you are getting a specific error message inside the eAccess system, please contact the Customer Care Center by phone (1-800-682-4989) or by email.
Is the Internet secure for eAccess?
The security and integrity of customers' accounts and transactions are top priorities for Associated Bank. Please refer to our security statement to learn more.
To use eAccess, it is required that you use a Microsoft Internet Explorer or Netscape browser version 4.0 or higher with 128-bit encryption. Please note: eAccess performs at optimal levels when using Internet Explorer versions 5.5 or higher as your browser and this is what Associated Bank recommends. If you prefer a browser other than Internet Explorer 5.5 or higher, eAccess does support Internet Explorer or Netscape versions 4.0 or higher.
To check your current browser status, simply check the "Help" section on your browser's tool bar and look under "About Internet Explorer" or "About Netscape Navigator" to see the browser version and encryption level.
While in your eAccess session, an icon resembling a "yellow lock" will be visible at the bottom of your browser signifying a secure connection. If it does not appear, either you do not have an encryption enabled browser, or you have a proper browser, but you do not have the SSL enabled on your browser.
What can I do to keep my information secure?
You provide one of online banking's most important safety features through the protection of your online password. Make sure no one can see your password as you sign in. Also, it is important to sign off the eAccess system after you've completed your session or before moving on to other Web sites.
SECURITY TIPS: These few tips can help ensure the privacy of your account information:
| Do not write your password down or leave it where someone sitting at your computer can see. |
| Never reveal your password to anyone. |
| An Associated Bank representative will never ask you for your password. |
| An Associated Bank representative will never ask you for the answers to your security questions. |
| Notify Associated Bank immediately if you notice any unusual account activity. |
| Keep all documents that include your account information in a safe place (including ATM receipts and monthly account statements). |
| Create strong passwords. Read more. |
| Frequently change your password. |
Can anyone else see my account information? Is it out in the public?
The information is not public. Only you can access it using your personal user ID and password. Unless you share your user ID and password, no one can access your account information online.
You should treat your password the same way you treat your Check Card or ATM Card PIN (Personal Identification Number). Please memorize it; don't write it down.
What are "Security Questions"?
Security questions, also referred to as Multifactor Authentication, are an online banking security feature that provide you with an extra layer of security to help protect you against identity theft and fraud. Security questions and answers provide information known only to you. Your unique answers to your selected questions will be used to confirm your identity when you login to eAccess from an unknown computer or based on a combination of security criteria.
You are able to change your security questions and answers from within eAccess. By selecting the Preferences tab on the left side navigation and then selecting the Security Questions tab within Preferences you will be able to select and answer new security questions
What software and equipment do I need to access eAccess?
To use eAccess, you will need Internet access and an Internet browser that supports Secure Sockets Layer with 128-bit encryption and a computer with at least a 133mHz processor and a 28.8 modem.
Please note: eAccess performs at optimal levels when using Internet Explorer versions 5.5 or higher as your browser and this is what Associated Bank recommends. If you prefer a browser other than Internet Explorer 5.5 or higher, eAccess does support Internet Explorer or Netscape versions 4.0 or higher.
How can I determine my current browser encryption (security) level?
Internet Explorer 6.0 for Windows XP and Internet Explorer 5.5 for Windows 95, Windows 98, Windows NT 4.0, Windows 2000, and Windows XP now includes standard 128-bit encryption strength. Please note: It is necessary to upgrade the Windows 2000 operating system to 128-bit as a second step to having a 128-bit encrypted browser (see next question).
If you are using Netscape you already have 128-bit encryption installed.
If you are using Internet Explorer select 'About Internet Explorer' from the 'Help' menu. Your browser encryption level is listed on the screen as Cipher Strength. If your browser is not running 128-bit security, you will need to upgrade your browser. (See below).
How do I upgrade my browser to 128-bit encryption?
To obtain 128-bit encryption for Windows 2000, you may download the High Encryption pack from the Microsoft Windows Update Web site:
| Select 'About Internet Explorer' from the 'Help' menu and note your browser version. |
| Visit the Windows Update Web Site. You may receive 'Security Warnings' when the Windows Update component is installed. Simply click 'Yes' on these screens to allow the Windows Update to install. |
| Click 'Scan for updates' to display available downloads. |
| Click 'Review and install updates' to display available downloads. Note: Critical updates, when available, will be automatically selected for install. These critical updates are not necessary to upgrade to 128 bit encryption, but it is highly recommended that you install them. |
| Select 'Windows 2000' under the 'Pick updates to install' section on the left side of the screen. |
| Locate the 'Windows 2000 High Encryption Pack' in the list of available updates and click 'Add'. |
| Click 'Review and install updates' to review the items you have selected for install. |
| Click 'Install Now'. |
| Follow on screen instructions to update your browser. Review and 'Accept' any license agreements that are displayed. This update may require a restart of your computer. You will be prompted if a restart is required. |
To obtain 128-bit encryption for Internet Explorer Version prior to 5.5 for Windows 95, Windows 98, and Windows NT 4.0, you must install the appropriate Service Pack:
| Select 'About Internet Explorer' from the 'Help' menu and note your browser version. |
| Visit the Internet Explorer High Encryption Web Site. |
| Click the appropriate download link on the right side of the screen for the noted browser version and platform. |
| Select 'Save This Program To Disk' and note the filename. |
| Select and note the file location and click 'Save'. |
| Select 'Run' from the windows 'Start' menu and click 'Browse...'. |
| Locate the downloaded file noted above and click 'OK'. |
| Follow on screen instructions to update your browser. This may require a restart of your computer. |
How long will it take to download a new browser?
Download times vary greatly depending on the speed and type of Internet connection and the amount of traffic on the web page being used to obtain the file.
For quicker downloading, CD-ROMs that contain the latest Microsoft Internet Explorer software are available from Microsoft. This will ensure your Internet browser has the required security features needed to successfully manage your accounts online. Click here to download the latest versions of Internet Explorer or order a downloadable CD.
What if I have difficulty downloading a browser update?
If you have a modem connection slower than 28.8 or are using a browser older than Netscape Navigator 3.04 or Microsoft Internet Explorer 4.73 then you may experience difficulty obtaining a download. In these cases, CD-ROMs that contain the latest version of Microsoft Internet Explorer software are available from Microsoft
(http://www.microsoft.com/windows/ie/default.mspx) which can typically be obtained for shipping costs. This will ensure your Internet browser has the required security features needed to successfully manage your accounts online. Or, if you prefer, you can order a browser CD through www.netscape.com.
Is eAccess available to Macintosh users?
Macintosh users can use eAccess services as long as they have an Internet Service Provider (ISP), a modem and a browser that supports Secure Sockets Layer.
Is eAccess available via WebTV?
We do not support WebTV at this time.
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Personal
Security
Identity theft, fraud, email scams… there are many ways criminals can strike online. Associated Bank's identity and credit security suite helps protect your identity and your credit. Meet with one of our Security Specialists to learn more, or click on the links below.
