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FAQs

Personal

    • Our Mobile Banking App is free to download and use. Standard data rates from your wireless provider may still apply. Learn more about Mobile Banking.
    • No, you can download and use the Mobile App without enrolling in Online Banking. Learn more about Mobile Banking & Online Banking
    • We support most wireless phone carriers, including AT&T, Sprint, T-Mobile and Verizon.
    • Yes, a data plan is needed. Please check with your wireless carrier for more information.
    • Yes, our mobile banking service utilizes data encryption, password access and application time-out when your mobile device is not in use. Only the mobile devices that you enroll can access your accounts. In addition, no account data is ever stored on your mobile device. In the event your mobile device is lost or stolen, the service can be immediately disabled on the Mobile Banking Center through Online Banking or by calling us at 1-877-367-8178.
    • If you are concerned about misuse of your mobile device, contact your mobile service provider immediately to stop all wireless service. Additionally, sign on to Online Banking and disable or remove your device within the Mobile Banking Center.
    • You can click on the “Forgot Username or Password?” link on the login screen, select either “Forgot Username” or “Forgot Password”, and follow the prompts.
    • Ensure you are using your correct Username and Password. If you are unsure of your Username or Password, you can utilize the “Forgot Username or Password?” link on the login screen and follow the prompts to retrieve your Username or reset your Password.
    • You are eligible for Mobile Deposit if you have a Premier Bank personal checking, savings or money market account.
    • Most domestic checks may be processed through Mobile Deposit. We are unable to accept money orders, foreign checks or savings bonds.
    • Yes, the limit is $2,500 daily and $5,000 every 20 business days. Any items presented in excess of the limits will be rejected but can be deposited at your local branch. You may request a higher limit by calling 1-877-367-8178
    • Using Premier Bank's Mobile Banking app, select “ Deposit Check” located at the middle bottom of the snapshot screen and follow the on-screen prompts. You may also choose the “Deposit” tile in your account activity screen. You must endorse your check "For Mobile Deposit" in addition to your signature to successfully deposit.
    • Once your deposit has been received we will send you a confirmation email. When your deposit is processed, you will receive a second e-mail notification on the status of your deposit. This e-mail will indicate if the deposit was approved or declined for processing. If declined, a reason will be provided.
    • You can endorse by writing “For Mobile Deposit” on the back of your check above the endorsement line in addition to your signature.
    • No, you do not need to resubmit your deposit. If you entered the wrong amount for the deposit, our operators will correct the deposit amount.
    • Deposits may be made with Mobile Deposit at any time. If your deposit is approved before our 4 PM daily cutoff time, your deposit will post to your account the following business day (business days are defined as Monday – Friday). If your deposit is made after the daily cutoff time, your funds will be available the second business day. For example, if you deposit a check at 10 PM on a Monday evening, the funds will not post to your account until Wednesday morning. Please refer to the Terms and Conditions document for more information.
    • Checks deposited through the Mobile App can be viewed by clicking the three dots (…) labeled “More” from the bottom of the screen, then click “Services” and choose “Deposit Check.” Select Activity on the Mobile Deposit screen to view a history of checks deposited through the Mobile App. The deposit will NOT be in the transaction history for the account until it has been credited.
    • If the same deposit is submitted twice, it will be identified and stopped by our processors. Should this occur, you will receive a declined deposit notification.
    • No, you must contact the maker of the check at that time to either obtain a new check or payment by other means.
    • You may photograph multiple checks during the same mobile deposit session; however, you may only photograph one check at a time.
    • You have the option to retake photographs of a check before submitting or you may cancel the deposit. The system will notify you if the image is unclear and cannot be processed. If you are unable to photograph a clear image, please deposit your check at one of our offices or ATMs.
    • No, keep the check for 60 days then securely destroy the check. Putting the check through a shredder is the most secure way to destroy it. Do not VOID the check after submittal in the event that the deposit is not approved and needs to be re-submitted.
    • To view previously paid bills, select "Bill Pay" from the bottom of your screen. You will be able to view a summary of payments made under Activity.
    • Bill Pay allows you to pay bills online, saving you time, envelopes and stamps. It is an optional service available through Online Banking and the Premier Bank Mobile App.
    • Online Banking: Login to your Online Banking account. Select “Transfer & Pay” and choose “Pay Bills” from the top navigation. You can select the Payee you wish to pay from the “My Payees” section in the Bill Pay Dashboard, or click “+ Add Payee” to set up a new payee.

      Mobile App: Select “Bill Pay” from the bottom of your screen. Click the “Make a Payment” tile to select a payee that has already been established. Select the “Add and Manage Payees” tile to set up a new payee.
    • You can set up Bill Pay payments from your Online Banking account or the Premier Bank Mobile App. You will need to read and accept the disclosure to begin once you access the Bill Pay widget.
    • Depending on the payee's capabilities, payments are issued via paper checks or electronically.
    • Scheduled Bill Pay payments can be canceled in Online Banking or the Mobile App.

      Online Banking: From the Bill Pay Dashboard, click on the Scheduled Tab to view all scheduled payments. To cancel a payment, click on the “Trash Can” icon next to the payment you wish to cancel and click the “Yes, Cancel” button to confirm.

      Mobile App: From the Bill Pay screen, select the payment you wish to cancel and click the “Cancel Payment” button. Click the “Cancel this payment” button to confirm.

      Please note: If a payment is in a processing state, you will not be able to make any edits to the payment.
    • You may manage your payees, including activating and deactivating by logging into Online Banking or the Premier Bank Mobile App and selecting "Bill Pay".

      Online Banking: From the Bill Pay dashboard, select the Payee you wish to change, click “Manage” and click the pencil icon in the “Payee Information” to make changes. Remember to click “Save Changes” when you are finished. To delete the Payee, click the “Delete Payee” link at the bottom of the information page. You can toggle that status to "Inactive" in order to remove the payee from your default list. You may only deactivate a bill if you have no scheduled payments.

      Mobile App: Click the “Add and Manage Payees” tile and select the Payee you wish to change. Click the pencil icon to edit payee details. Remember to click “Save” when you are finished. To delete the Payee, click the trash can icon next to the Payee Name under the Payee Details and click the “Delete Payee” button.
    • If you have an issue with a bill or a specific item on the bill, contact the payee directly. Remember, you may pay the desired amount in Bill Pay while you are disputing items.
    • Our Bill Pay service will require you to have funds greater than or equal to the dollar amount of your payment available in your account on the date your payment is scheduled to be sent.

      **Example:** If you schedule a payment of $200 to be sent to ABC Utilities on August 18, the account you use to fund the payment must have an available balance of $200 or more as of August 18.  
      If your available balance is less than $200, you will receive a notice indicating that your bill was not paid as scheduled. You will then need to put more money into the account and reschedule the payment.
    • Your payee has to support electronic bills and have a relationship with our Bill Pay provider for this option to be available.  If an eBill is available for the payee, you can click on the “Sign up for eBill” link on the payee’s tile on the Bill Pay dashboard.
    • Yes, any time money above a set threshold is being transferred out of your account, or a new account link (external or internal) is being established, a verification code will be sent via Voice, Email or Text to verify your identity.
    • If the option to edit or delete a transfer series is greyed out, this means the series was set up by a Premier Bank associate on your behalf outside of the Online Banking platform. Modifications to this series will require assistance.
    • This error is occurring due to the entry in the memo field. You may be using too many characters (Max = 25), or you may be using special characters that are not allowed.
    • You will receive your debit card 7-10 business days from the date that the new account is funded.
    • The CVV code is the 3 digit number located on the back of your credit card to the right of the signature panel.
    • A chip card—also known as an EMV card—is a debit card with an added layer of security when you pay with your debit card at a chip-enabled terminal.
    • Yes, when purchases are made using chip technology at chip-enabled terminals, the transaction is more secure because of a unique process that is used to determine if the card is authentic. This makes the card more difficult to counterfeit or copy.
    • No, as the industry continues to develop new ways to protect consumers, perpetrators continue to look for new ways to commit fraud. Chip cards provide an additional layer of security at chip-enabled terminals.
    • If the merchant has a chip-enabled terminal, simply insert your chip card face up in the terminal. The chip card will remain in the terminal while the transaction is processed. To authorize your transaction, just follow the prompts as you do today. You’ll be prompted to enter your PIN or to provide a signature as you normally would to verify the transaction. If the transaction amount is low, you may not be required to do either.
    • No, you will not be liable for fraudulent purchases made with your debit card even if the terminal is not chip-enabled. Just remember to contact Premier Bank as soon as possible if you identify any unauthorized activity on your account at 1-877-367-8178
    • * **The chip-enabled terminal is installed, but not turned on.** Some merchants are not yet allowing debit chip cards to be inserted. This may occur in the short-term while terminals are becoming chip-enabled. If you insert your chip debit card and nothing happens, please swipe your card to complete your transaction.

      * **The chip-enabled terminal is turned on for chip credit cards only.** Some merchants are only allowing chip credit cards to be inserted and plan to allow chip debit cards at a later date. If you insert your chip debit card and nothing happens, please swipe your card and complete your transaction. This does not mean there is anything wrong with the chip on your card.

      You may always choose to swipe your card first, and if the merchant accepts chip debit cards, you'll be instructed to insert your card into the terminal.
    • Yes, in addition to the embedded chip that provides an added layer of security at chip-enabled terminals, your card will continue to have the traditional magnetic stripe, enabling you to use it at merchants who do not yet have a chip-enabled terminal.
    • Yes, your card will work at both a chip-enabled ATM and at ATMs where only magnetic stripe transactions are accepted.
    • There is no additional cost to have or to use your new card with chip technology.
    • The cashback option is determined by the individual merchant. If cash back is an option, you would need to use the debit function when processing your payment.
    • If your card is being declined, attempt to use it as a Debit and enter your PIN, this will help process the transaction. If that does not resolve the issue, please contact the Bank at 1-877-367-8178 for further assistance.
    • You will set up your Username when you enroll in Online or Mobile Banking. If you forgot your Username, you can click the “Forgot Username” link located in the login box on the Premier Bank homepage and follow the prompts to retrieve your Username.
    • Yes, you may save your Username by toggling the “Remember Me” switch “On” from the authentication screen to enable this feature. For your security, do not enable this feature on a public computer. You may remove the Username at a later time by simply toggling the switch to "Off".
    • You established your password when you enrolled in Online Banking. If you have forgotten your password, you can click the “Forgot Password” link located in the login box on the Premier Bank homepage and follow the prompts to reset your password.
    • Contact our Client Solution Center at 1-877-367-8178 or visit your local branch.
    • Activation codes expire after a specific period of time. If you need a new activation code, you will need to submit a new request.
    • To add this as a Payable-On-Death (POD) account, please visit your nearest branch. You will need to provide the home address and date of birth of the POD. A POD allows remaining account funds to go directly to an appointed beneficiary without processing through a probate court and is available for all personal checking, savings and certificate of deposit accounts.
    • Disclosures contain the important terms and conditions that apply to your new account. Reviewing and accepting disclosures ensures that you are informed about how we will manage your new account.
    • You must open and review the disclosure before check marking "I have read and agree to the disclosure."
    • Transfers can be made from your Online Banking account or the Premier Bank Mobile App. You will need to add the account if you haven’t already done so.

      Online Banking: Hover over “Transfer & Pay” and select “Transfer Money.” Click on the “More Actions” tab and click the “Add Account” tile.

      Mobile App: Click on “Transfers” from the bottom of the screen and click on the “Add Account” tile.

      In both platforms, you will be able to add the account instantly by signing into the external account with your login credentials, or you can manually add the account. You will be asked to provide the account number and routing number from the account you wish to transfer from. Verification can take up to 3 days when you manually add your account.

      Once the account has been set up, you can make a transfer by selecting “Make a Transfer” and completing all required fields. The account at the other bank:

      * Must be owned by you
      * Must be located in the U.S.
      * Cannot be a credit card, brokerage or investment account.
    • To contact us, please email us at [email protected]
    • 241270851
    • To set up Automatic Loan Payments please download and fill out this form. You can either email or mail the form to us.
    • You can order checks by visiting our partner website here. You can also Order Checks directly from your Online Banking account or the Mobile App from the Services section by selecting “Order Checks.”
    • Prices start at $28.40, subject to style and quantity.
    • You will receive your checks 7-10 business days from the date your new account is funded.
    • You can find out the hours of operation for our branches on our Locations page.
    • 4:00 PM EST
    • Account balance can be obtained by multiple channels: Mobile Banking App, Telephone Banking, Online Banking or ATM.
    • If you already have an eligible account* with us, we can expedite your application using your existing information. Sections of your new account application will populate with information we have on file.

      *An eligible account is a deposit account (excluding CDs), or a loan in which you are an owner.
    • Please call the branch location referred to within your confirmation email.  If you did not receive an email you can check your application status here or call our Client Solution center at 1-877-367-8178.
    • If enrolled in Online Banking:
      • Desktop: Log in to Online Banking, select “Open a New Account” from the top navigation, then click “Check Status/View Details of Application”
      • Mobile: Log in, click “More”, select “Open a New Account”, then click “Check Status/View Details of Application”
      If not yet enrolled in Online Banking:
    • Backup withholding is a process by which the Internal Revenue Service (IRS) ensures that applicable federal income taxes are paid on certain types of income received by a taxpayer. In the enrollment process, answer "Yes" to the questions "Backup Withholding" if the IRS has notified you that you are subject to backup withholding. For more information, please refer to the instructions on IRS Form W-9, Request for Taxpayer Identification Number and Certification, available on the IRS website at http://www.irs.gov/.
    • Bank regulations require that financial institutions collect an expectation of a customer’s transactional behavior in order to determine risk levels in terms of money laundering, terrorist finance, and identity theft.
    • For security purposes and to help the government fight terrorism and money-laundering activities, Federal law requires financial institutions to obtain, verify and record information that identifies each person who opens an account. Your recent employment history helps us correctly identify you and is a standard request for information when you open an account with us.
    • A hold means that although we have received your deposit, you will not be able to use the funds for cash withdrawals or transfers until the hold period has expired.

      For new accounts funded by external transfers (Automated Clearing House ACH), a temporary hold for 5 business days will be placed on your account. The funds in your new account will be available to you on the 6th business day after your account is funded.
       
    • If you will be the only person to have ownership on this account, select Individual. If you want to add a co-owner to the account, select Joint.
    • Log into Online Banking, click on "Accounts" from the top menu bar and select "Statements & Docs."  You can select how you wish to receive your statements and other documents under the “Subscriptions” tab. Click on “Subscription Settings” to expand the tile. You can change your subscription settings by clicking the gear icon next to each document type.
    • Your mobile devices must have an appropriate data plan and/or Wi-Fi connectivity.
    • Updating any contact information can be completed in Online Banking, the Premier Bank Mobile App or by visiting your local branch

      Online Banking: Hover over the “Services” tab and select “Settings.” Choose the Contact Tab. Click on the pencil icon to edit your information. Remember to click “Save” when you are finished.

      Mobile App: Click on the three dots labeled “More” at the bottom of your screen and choose Settings. Click on “Contact” and choose what information you need to update. Remember to click “Save” when you are finished.
    • If you are Bankrupt and would like to opt in or out of periodic loan statements please mail request to:
      Premier Bank
      Attn: Loan Servicing Department
      P.O Box 248
      Defiance, OH 43512

Business

    • Contact a Treasury Management Support Specialist to activate by calling 419-785-3750. Once your Business Internet Banking profile is approved for Business Mobile Banking, simply download our app from the app stores below:
    • You are eligible for Business Mobile Deposit if you have a Premier Business checking, savings or money market account. To activate Business Mobile Deposit, call Treasury Management support at 419-785-3750
    • Most domestic checks may be processed through Business Mobile Deposit. We are unable to accept money orders, foreign check, savings bonds and third-party checks.
    • Yes, the limit is $5,000 daily and $25,000 every 20 business days. Any items presented in excess of the limits will be rejected but can be deposited at your local branch. You may request a higher limit by calling Treasury Management Support at 419-785-3750.
    • Using Premier Bank's Business Mobile Banking app, go to the menu icon located at the top left of the screen and select "Check Deposit" and follow the on-screen prompts. You must endorse your check "For Mobile Deposit Only" in addition to writing the name of the business account to successfully deposit.
    • You can endorse by writing “For Mobile Deposit Only” on the back of your check above the endorsement line in addition to the name of the business account. For personal checks, you must endorse your check "For Mobile Deposit Only" in addition to your signature.
    • No, you do not need to resubmit your deposit. If you entered the wrong amount for the deposit, our operators will correct the deposit amount.
    • Deposits may be made with Business Mobile Deposit at any time. If your deposit is approved before our 4 PM daily cutoff time, your deposit will post to your account the following business day (business days are defined as Monday – Friday). If your deposit is made after the daily cutoff time, your funds will be available the second business day. For example, if you deposit a check at 10 PM on a Monday evening, the funds will not post to your account until Wednesday morning. Please refer to the Terms and Conditions document for more information.
    • All deposits will be in the check deposits “recent” history which can be reviewed immediately after the deposit is submitted. The deposit will indicate “submitted” until received and processed. It will be listed as “approved” once the deposit has been reviewed. The deposit will NOT be in the transaction history for the account until it has been credited.
    • If the same deposit is submitted twice, it will be identified and stopped by our processors. Should this occur, you will receive a declined deposit notification.
    • Yes, businesses with cash management services such as ACH and wire online origination may approve pending ACH or wire transactions using Business Mobile Banking in combination with the RSA token.
    • Yes. Simply enroll for Business Mobile Banking directly from your other mobile device.
    • Go to the navigation menu and select "Approvals". If a transaction is pending approval, it will be found under the "Today" tab. Click on the pending transaction and select "Transmit". You will be prompted to enter your RSA token passcode, the same way you approve pending transactions in Business Internet Banking.
    • The Business Mobile Banking allows a user to approve pending ACH or wire transactions only. ACH and wire transactions can be originated by logging into Business Internet Banking. Changes to a pending ACH or wire transaction must also be completed using Business Internet Banking.
    • The approval service for Business Mobile Banking must first be requested by the Company Administrator by contacting Treasury Management Support at 419-785-3750 and requesting ACH and wire approvals. Additional users who have the token approval role for ACH or wire transactions will be able to approve pending ACH or wire transactions using the Business Mobile Banking once the Administrator has requested the Approval service.
    • ACH and wire transactions are subject to the ACH and Wire cumulative daily limits established by Premier Bank and the Company Administrator. If you are over your daily ACH limit, please contact the Company Administrator or call Treasury Management Support at 419-785-3750 for further assistance. ACH and wire transactions are also subject to daily processing cut\-off times. ACH files effective for the next business day must be approved by the daily cut-off of 4:30 PM Eastern. Same-day domestic wires must be approved by the daily cut\-off of 4:00 PM Eastern, while same-day international wires must be approved by 4:00 PM Eastern. To change the date of a pending transaction the user who submitted the transaction for approval must log into Business Internet Banking and edit the pending transaction's effective date.
    • Yes, a data plan is needed. Please check with your wireless carrier for more information.
    • If you get a new mobile device or change phone numbers, be sure to return to the Business Mobile Banking Center via Business Internet Banking and update your mobile device profile to remove your old device and enroll your new device.
    • At the time of activation a "cookie" is stored on your device which allows the Mobile Banking system to remember that you activated. The cookie is only visible by the Mobile Banking system and does not contain personal information. Some devices may require you to enable cookies or periodically erase them, requiring reactivation. If you are experiencing this issue, check your settings to ensure that cookies are enabled. If cookies are enabled and the issue persists, please contact your mobile network carrier or device manufacturer for cookie support information.

      If you would like to reactivate, text R or RECOVER to 79680. If Premier Bank supports enrollment on your mobile device, you will not need to provide an activation code. However, you may be asked to enroll again due to issues with cookies.
    • If you are concerned about misuse of your mobile device, contact your mobile service provider immediately to stop all wireless service. Additionally, sign on to Business Internet Banking and disable or remove your device within the "Manage Mobile Banking Settings" under the "Administration" menu.
    • Smartphones and other devices such as tablets must have a rear-facing, auto-focus, 3MP+ (mega pixel) camera. Devices that do not meet the minimum criteria will not see the Check Deposit option in the app menu and are not eligible for Business Mobile Deposit on that device.
    • Yes. Visit the Mobile Banking Center and simply enroll (and then activate) another device.
    • At the time of activation a "cookie" is stored on your device which allows the Mobile Banking system to remember that you activated. The cookie is only visible by the Mobile Banking system and does not contain personal information. Some devices may require you to enable cookies or periodically erase them, requiring reactivation. ||| If you are experiencing this issue, check your settings to ensure that cookies are enabled. If cookies are enabled and the issue persists, please contact your mobile network carrier or device manufacturer for cookie support information. If you would like to reactivate, text R or RECOVER to 79680. If Premier Bank supports enrollment on your mobile device, you will not need to provide an activation code. However, you may be asked to enroll again due to issues with cookies.
    • Automated Clearing House (ACH) is a network that electronically processes transactions for financial institutions. These transfers typically take a few business days to process and for the money to be available in the receiving account. When you transfer funds from an account at one bank to another account at another bank over the internet or when you pay a bill online you are likely completing an ACH transfer. An ACH transfer is the most common form of electronic money movement.
    • A wire transfer is a form of electronic money movement that moves the money real-time from the sending account to the receiving account at another bank. These types of transfers are less common and often require you to pay a fee and interact directly with a person at the bank either in person or over the phone.
    • Browser Android OS Apple iOS Mac OS Windows 8 Windows 10
      Apple Inc. Safari   X X    
      Google Chrome X   X X X
      Microsoft Edge         X
      Microsoft 
      Internet Explorer
            X X
      Mozilla Firefox       X X
    • On June 7, 2015, Microsoft support for Windows XP ended.  
    • Updating your operating system will ensure your private information is protected from harmful viruses, spyware and other malicious software.
    • To protect your sensitive account information, you will not be able to access Business Internet Banking.
    • Security ratings are determined by an operating system's capabilities to protect from threats, viruses, worms, malware or remote hacker intrusions.
    • For more information about upgrading to a new Windows operating system, please visit Windows Upgrades. For more information about upgrading to a new Mac OS X, please visit Mac Upgrades.
    • A web browser is software installed onto your computer that allows you to access the Internet and web based applications.
    • To protect your sensitive account information, you will not be able to access Business Internet Banking.
    • Updating your browser on a regular basis will provide additional defense against hackers and identity thieves.
    • You can update your browser by visiting the websites below:

      * Windows Internet Explorer
      * Windows Firefox
      * Windows Chrome
      * Mac Safari
      * Mac Firefox
      * Mac Google Chrome
    • We support most wireless phone carriers, including AT&T, Sprint, T-Mobile, and Verizon.
    • Yes, our business mobile banking service utilizes data encryption, password access and application time-out when your mobile device is not in use. Only the mobile devices that you enroll can access your accounts. In addition, no account data is ever stored on your mobile device. In the event your mobile device is lost or stolen, the service can be immediately disabled. To disable go to the "Administration" menu on Business Internet Banking and select disable under "Manage Mobile Banking Settings" or call Treasury Management Support at 419-785-3750. View up to 24 months of payment history in the Outgoing tab section within Online Banking.
    • Yes, you must first enable your account(s) for Business Internet Banking before using Business Mobile Banking. Click the button below to enroll in Business Internet Banking.
    • Your User ID is the same User ID you established for Business Internet Banking.
    • Your Password is the same Password you established for Business Internet Banking.
    • Your Company ID is the same Company ID you established for Business Internet Banking.
    • Contact Treasury Management Support at 419-785-3750 or visit one of our branches.
    • You enroll for Business Mobile Bill Pay through your Business Internet Banking account by contacting Treasury Management Support at 419-785-3750. Once enrolled, you will be able to access Bill Pay on your mobile device.
    • Business Mobile Bill Pay allows you to pay bills online, saving you time, envelopes and stamps. It is an optional service available through Business Internet Banking.
    • You may manage your payees, including activating and deactivating by logging into Business Internet Banking and accessing the list of payees.
    • Business Internet Banking accounts that have more than one Tax Identification Number (TIN) enrolled into Bill Pay will not be eligible to use Business Mobile Bill Pay. You may pay bills by logging into Business Internet Banking.
    • SecurLOCK Communicate is a fraud prevention service that uses individual cardholder, transactions, and merchant data to identify high-risk activity. Fraud alerts are then generated and communicated to the cardholder via SMS, phone, or email for validation to prevent additional fraud.
    • For Canadian consumers, both text and email alerts are available.
    • We have already included you in these enhanced services as part of our fraud protection services.
    • While SecurLOCK constantly monitors for fraud, we only call during certain hours so cardholders are not disturbed during typical sleeping hours. Agents are available 24/7.
    • No, Premier Bank will not charge for this service. We absorb the SMS text alert costs for U.S. consumers who have their service through AT&T, Verizon, Sprint, and T-Mobile. The cardholder may stop the text messages at any time by simply typing the word STOP in a response to the SMS.
    • These customers have U.S. numbers, but are traveling overseas, possibly on a non-US carrier. We are unable to send text or phone calls internationally, but please make sure your email address is current as we can always email you 24 hours a day 7 days a week.
    • Transactions that we have identified as potential fraud triggers the alerts.
    • We will never ask you for your card number or information about transactions. We will always provide you with the transaction information and ask you to validate that the transaction(s) were completed by you or someone that you have authorized, or were NOT authorized.
    • The majority of suspected fraud accounts will be blocked, just as they are today. However, some small or reoccurring transactions may not be declined by the block.
    • Yes, though please keep in mind that it could take 5–10 minutes for a block to be removed in some situations.
    • Once the alert is updated in our fraud system, you can attempt the transaction again, usually within 5 – 10 minutes of the initial call/text/email to validate activity.
    • SecurLOCK has the ability to recognize your phone number on record as a mobile phone or landline. If we do not receive a response to the text(s), the system sends an automated voice call asking you to confirm if authorizations are valid or unrecognized. If you select “Not Recognized,” the call is transferred to an agent to confirm the fraudulent transaction(s). If there is no response to the text or voice call, an email is sent requesting that you confirm the transactions are valid.
    • The system will accept many common typo variations of the “yes” or “no” text message response. If the system cannot understand what was typed, it will generate a message to call a representative for help.
    • All you need to do is respond back to the SMS text alert with the word STOP. U.S. consumers who have service through AT&T, Verizon, Sprint, and T-Mobile will not be charged message or data rates for our fraud alerts. We absorb that cost for you!
    • Communicate alerts are not configured through a mobile app, but rather through our fraud systems. The standard order of engagement is:

      1. Text
      2. Voice Call
      3. Email

      Alerts generated overnight result in an email only until calling and texting hours are available. Text will be sent from 7:00 AM to 10:00 PM in the cardholder's time zone. Calls will be sent from 8:00 AM to 9:00 PM in the cardholder's time zone.
    • No, but we will contact the cardholder using the contact information on file for the card. In the case of a business, that may be a security officer or someone designated by the business at the time of application. **++It is very important to notify us when contact information changes.++**
    • Adobe Reader version 10.0 or higher (free from Adobe)Adobe Reader version 10.0 or higher (free from Adobe) is required to generate reports.
    • • Windows 11 32-bit or 64-bit

      • Windows 10 32-bit or 64-bit

      • Windows 8.1 32-bit or 64-bit

      • Mac OS X 10.15 or higher

    • • Microsoft Edge browser – version 98.0.1108.43 or higher

      • Mozilla Firefox – version 97 or higher

      • Apple Safari – version 15.2 or higher

      • Google Chrome – version 98.0.4758 or higher


      *Please note - The software version numbers listed are our stated minimums for each software type. However, we recommend that users continue to update their software (e.g., browsers, Java, Adobe Reader) to the latest versions, using the appropriate mechanisms, to take advantage of security and performance enhancements issued by the software suppliers.
    • Yes, a scanner can be purchased through Premier Bank. Premier Bank's preferred scanners are the Panini VisionX and the Panini I:Deal.
    • An operating system is software that manages computer hardware and software resources and provides common services for computer programs.
    • Yes, the following scanners are compatible for Remote Deposit Capture:

      * Burroughs/Unisys  
      SmartSource Professional
      * Canon  
      CR-25, CR-50, CR-55, CR-80, CR-180 II, CR-135i, CR-190i
      * Digital Check  
      TellerScan TS215, TS230, TS240, 4120  
      CheXpress CX30
      * Epson  
      CaptureOne
      * MagTek  
      Excella STX
      * Panini  
      VisionX  
      I:Deal  
      wI:Deal
      * Pertech  
      6100
      * RDM  
      EC7000i