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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.
    • Yes, you must first enable your account(s) for Online Banking before using Mobile 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.
    • Unfortunately you are not able to complete this on the App. You can utilize the forgotten user id / forgotten password feature from the internet browser on your frequently used computer. If you are not able to complete that process, please call Customer Care for password assistance only. You will need to visit your local branch for assistance with user id.
    • You may experience trouble logging into the mobile app for two reasons.
      1. Your password has expired. To change your password, log onto Online Banking through an Internet Browser. Once logged in, click "More," and then "Customer Service". Choose "Password" and then create a new password.
      2. You're currently locked out of Online Banking. When an incorrect password is attempted multiple times, a user can become locked out of their Online Banking and mobile app.

      * First, try logging into Online Banking through a Browser. If you're able to login to the online banking system but not the mobile app, please wait at least 24 hours from your last login attempt to try again. If a user attempts to log in to the mobile app before it has been 24 hours from their last login, for security purposes, the user will not have access to the app for an additional 24 hours.

      * If you're unable to access Online Banking through both the Mobile App and the Internet Browser, please utilize the "Forgot Password" or "Forgot Username" option from the Internet Browser.

      If the above steps have been attempted, and you continue to experience trouble logging in, please call customer service for further assistance.
    • To enroll in People Pay, log into Online Banking. Select Pay and Transfer, then click Pay People and accept the disclosure and choose your funding account.
    • Log into Online Banking, select the Pay and Transfer tab and click Manage payment accounts. Check the account you would like to use for People Pay.
    • Log into Online Banking, select the Customer Service tab and click Manage alerts. On the Manage Alerts page, select the People Pay Alerts tab found under the Add contact information link. From there you can change and modify where and when alerts are sent.
    • To send a payment, enter the recipient's email address or mobile phone number using Premier Bank's Mobile App or Online Banking. The recipient is sent an email or text message with instructions to claim the funds.
    • People Pay is free for all checking account clients enrolled in Online Banking. Normal data and text message rates may apply.
    • When money is available to claim, you will receive an email or text message with claim instructions.
    • No, the recipient will not be able to see any corresponding personal information from the sender including email address or bank account information. They will only see the name of the sender in the notification.
    • You may cancel a payment if the recipient has not claimed the funds. Payments that are automatically deposited directly into their bank account or claimed through PayPal cannot be canceled. The recipient will be notified if you cancel a payment via email or text. If you have sent funds via PayPal or they go unclaimed within PayPal, it could take up to 30 calendar days for PayPal to refund your payment.
    • You will receive an email or text stating that your funds were sent. To see if the payment has been claimed using your Mobile Banking app, tap the blue plus sign and log into People Pay to view the activity tab. Then go to the Activity tab. To view in Online Banking, select the Pay and Transfer tab and click Pay People to view Incoming and Outgoing activity.
    • The recipient has 10 calendar days to claim the funds. If funds are not claimed within 10 calendar days, a refund of the payment will be issued to the sender.
    • Premier Bank's Bill Pay service within Online Banking is generally designed for paying bills like utilities, services, mortgage, etc. People Pay is commonly used to reimburse coworkers for lunch, pay your babysitter or send money to your children away at college.
    • Yes, you can view up to 24 months of payment history in the Outgoing tab section within Online Banking.
    • No. Currently People Pay can only be used between bank accounts in the United States.
    • 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, 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" 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 p.m. 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 p.m. 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.
    • 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.
    • To view previously paid bills, select the "Bill Pay" option from the main menu and then select "Recent". Your display will refresh with a list of completed bill payments in a summary format. Select an item to see the payment's details.
    • 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.
    • Bill Pay allows you to pay bills online, saving you time, envelopes and stamps. It is an optional service available through Online Banking.
    • Your mobile devices must have an appropriate data plan and/or Wi-Fi connectivity.
    • Using Premier Bank's Mobile Banking app, go to the menu icon located at the top left of the screen and select "Pay Bill". The on-screen prompts will guide you through choosing the payee, the payment account, send or due date and amount. Then you may enter an optional memo.
    • You enroll for Bill Pay through your Online Banking account. Once enrolled, you will be able to access Bill Pay on your mobile device.
    • Depending on the payee's capabilities, payments are issued via paper checks or electronically.
    • To cancel a payment, select the "Bill Pay" option from the main menu, then select "Scheduled". The system will respond with a list of payments currently scheduled and unpaid. Choose from this list the payment you wish to cancel. The system will display the payment details. From this screen, select "Cancel Payment". The system will ask you to confirm that you wish to cancel the payment.
    • You may manage your payees, including activating and deactivating by logging into OnLine Banking and accessing the list of payees.
    • 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 first of all support electronic bills, and have a relationship with our bill pay provider for this. If that is the case, from within online banking- bill pay, when you click on the menu options under that specific payee, you will have the option for "eBill"
    • Our standard checks come in packs of 40 at a rate of $20.60 including tax, shipping and handling.
    • 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 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, please contact the Bank for further assistance.
    • Your User ID is the same User ID you established for Online Banking.
    • Yes, you may save your User ID by selecting "Save My User ID" on the login screen. For enhanced security, the User ID will then be presented in the future in a masked format, hiding some of the characters. You may also remove the User ID, at a later time, by simply changing the prompt to "Off".
    • Your Password is the same Password you established for Online Banking.
    • Contact customer service at 1-877-367-8178 or visit one of our branches.
    • Activation codes expire after a specific period of time. If you need a new one, return to the Mobile Banking Center through Online Banking and request a new activation code.
    • 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."
    • 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/.
    • You will receive your checks 7-10 business days from the date your new account is funded.
    • Your mobile devices must have an appropriate data plan and/or Wi-Fi connectivity.
    •  Your secret word and hint can only be made up of letters and numbers. Spaces and special characters are not permitted.
    • Log into online banking, click on "More" from the top menu bar, click "customer service" – document delivery – select online, click the disclosure to review, accept and click submit.
    • 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.
    • 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.
    • 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.
    • 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 or direct deposit), 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.

      For new account funded by credit or debit cards, a temporary hold for 3 business days will be placed on your account. The funds in your new account will be available to you on the 4th business day after the account is funded.
    • 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.
    • Please verify that you are entering the User Id the same that you have previously.
    • Transfer money from my account at a different bank: You will be asked to provide the routing number from the account you wish to transfer from. We will transfer the initial deposit from your account at a different bank. 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.

      Make a direct deposit from my account at a different bank: To set up direct deposit for your new account, contact the account holder of your income source (i.e. Payroll, Social Security, Pension, etc.). You will need to provide your account holder with:

      * Account number generated from this application (will be provided in next step)
      * Premier Bank's routing number: 241270851
    • Currently Premier Bank offers People Pay to safely send and receive money. To learn more click here
    • You can order checks by visiting our partner website here.
    • Account balance can be obtained by multiple channels: Mobile Banking App, VRU, Online Banking, ATM.
    • 241270851
    • 4:00 pm EST
    • To contact us, please email us at ContactUs@YourPremierBank.com
    • To find out the hours of operation for our branches please navigate to the "Locations" tab.
    • Updating any contact information can be completed by visiting your local branch. Email address and mobile phone number can also be updated via online banking channel.
    • 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 customer care center at 1-877-367-8178.

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 p.m. 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 p.m. 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 p.m. Eastern. Same-day domestic wires must be approved by the daily cut\-off of 4:00 p.m. Eastern, while same-day international wires must be approved by 4:00 p.m. 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 a.m. to 10:00 p.m. in the cardholder's time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. 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 Vista 32-bit or 64\-bit
      * Windows 7 32-bit or 64\-bit
      * Windows 8 32-bit or 64\-bit
      * Mac OS X 10.7.3 or higher
    • * Microsoft Internet Explorer version 9 or higher
      * Mozilla Firefox – version 11.0 or higher
      * Apple Safari – version 5.0 or higher
      * Google Chrome – version 20 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