Frequently Asked Questions About Online Banking & Bill Pay

Signing Up for Online Banking
How can I sign up for Online Banking?
How can I request a debit card?
How do I activate my debit card?
Do I need to upgrade my browser?
How do I check my browser version?
When can I start using Online Banking?

Features of Online Banking
What kind of transactions can I perform using Online Banking?
Will I be able to view my statements online?
What other types of account documents are available online?
Can I transfer funds between accounts?
How many months of transaction history can be viewed?
If I make a withdrawal at an ATM, how soon will my account reflect the balance change?
What is the daily balance on the Account History page?
Why can’t I see all of my accounts in my account summary?
Can I get copies of my account statements through Online Banking?
Can I request images of checks through Online Banking?
Can I directly access the Online Banking information from Quicken or Money?
Can I export my banking information into my Quicken program?

Transfers within Online Banking
Are there limits to the number of transfers I can make online?
What types of accounts can I transfer funds to and from?
Is there a maximum funds transfer I can make between accounts?
Can I schedule a transfer to take place in the future or set up recurring transfers?
How is each of the repeating transfer frequencies scheduled?
Can I transfer money into an account if I am not an account owner?
How do I cancel a transfer that I have entered?
How late in the evening can I make a transfer for the funds to be processed the same day?
I have an account with another bank. Can I transfer funds from this account into my Charter One account?
I never transfer money from some accounts. How do I keep from inadvertently transferring from these accounts?
What is Popmoney1?
What is an Account-to-Account Transfer2?

General Information about Online Banking
How to add a Mobile Address for Alerts?
How much does Online Banking cost?
How current is the information I see on the screen?
Are there times when I will not be able to access my account?
Can I name my accounts?
If the Online Banking system goes down, will my transaction be completed?
Is the Online Banking program available to Macintosh users?

Bill Pay Sign Up
Do I need to sign up separately for the bill payment services?

Features of Bill Pay
Can I set up automatic bill payment?
What are automatic payments?
How do I automatically pay my electronic bills?
Can I include invoice details with my payments?
What proof do I receive that bill payments have been completed?

Bill Pay: Adding Payees and Scheduling Payments
Who can I pay?
How long does it take to set up a new payee in the bill payment system?
How long does it take for a company I am paying to receive payment?
How does my payment get processed and when is the amount deducted from my account?
Do my bills get paid electronically or with a paper check?
Can I postdate a single payment?
How will I know that my payees received payments sent out through bill payment?
If there are not sufficient funds to cover a scheduled bill payment, what will happen?
What date should I enter as my Payment Due Date?
How many days in advance do I have to set up the payment before the day I want the payment to be made?
What does the "status" field indicate? What does it mean that a payment is "processed"?
Can I cancel or place a stop payment on a bill payment?
How is each of the payment frequencies scheduled?

General Information about Bill Pay
What does it cost for the Bill Payment service?
Will my overdraft protection work with the bill payment service?
Can I still write checks?
Can my Charter One loan payments be made using bill payment?
Is there a limit to the number of bill payments I can perform per month?
What should I enter in the Memo field?
What is the "confirmation number"?

Help
What if I forget my password?
Do I need my debit card number to reset my Online Banking password?
How do I retrieve my online User ID?
How do I report a lost or stolen debit card?
What is my Online User ID?
Is my login Password case sensitive?
Can I change my password and Online User ID?
Can I Email questions about my account to you?
Who do I call if I need Online Banking assistance?

Security
How safe is Online Banking? What systems are in place to ensure security?
What is Safe with Charter One®?
Do you guarantee the security of my banking information?
How can I help safeguard my banking information?
How do I know I am visiting a secured Charter One Online#® site?
My password does not work. What do I do?
What happens if I do not log off of the Online Banking system?
What is Secure Socket Layer (SSL)?
What procedures are in place to prevent hackers from accessing my account?
How often will my password change?
How do I report a problem with my account history or transaction?


Signing Up for Online Banking  
How can I sign up for Online Banking?
  It's easy to enroll in Charter One Bank Online® If you have Charter One ATM/Debit Card, you can sign up online right now. You'll be asked to supply your 16-digit ATM/debit card number and PIN, a Charter One account number and the last four digits of your Social Security number. If you do not have Charter One ATM or Debit Card call Online Banking Customer Service toll free at 1-877-981-3733 (for business customers, 1-888-229-8211) to sign up. 
 
How can I request a debit card?

If you have a checking account with us, you can request your debit card by calling 1-877-981-3733 or visit your local branch (or business customers call 1-888-229-8211).

How do I activate my debit card?

You can active your card three different ways:

  • Call the toll-free number on the sticker that’s placed on your debit card.
  • Use the debit card with your current PIN at any Charter One ATM. Your card will activate automatically.
  • Use your debit card for any purchase with your current PIN at any Point of Sale.

Do I need to upgrade my browser?
In order to access all functions of Charter One Online® and to ensure your information is transmitted securely, we recommend Microsoft® Internet Explorer 6.0 through 8.0.
For the best customer experience, we recommend using Microsoft Internet Explorer 6.0 through 8.0 with 128-bit encryption. Currently Microsoft® Internet Explorer 9.0 is not supported and we are working on compatibility for this version of Microsoft® Internet Explorer.

Please see our Technical Requirements and Security page for complete details and links to recommended browsers.

How do I check my browser version?
For Internet Explorer select the HELP option from the browser menu. Then, select the ABOUT option from the list displayed. The browser version displays on the dialogue box.
 
When can I start using Online Banking?
You can begin using Online Banking immediately after signing up!
 
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Features of Online Banking
 
What kind of transactions can I perform using Online Banking?
You can review account history and current transactions, transfer funds between accounts (inside and outside the bank), place stop payments, request copies of statements, send customer service requests via secured Email, pay bills, view images of cleared checks, access your checking, savings and loan account statements online, and much more.

Personal online banking users have access to deposit accounts, loans and lines of credit, credit cards, and Mortgages. Business users have access to deposit accounts, overdraft lines of credit, and some loans and lines of credit. Business customers may request that other business or personal accounts on which they have an eligible account ownership be linked to their online profile.

Will I be able to view my statements online?
Yes. Many types of account statements, including those for most deposit, credit, and loan accounts, are available through Online Banking.

What other types of account documents are available online?
In addition to account statements, certain types of notices are available online. At this time these include CD Maturity Notices, Electronic Funds Transfer Notices (for Passbook accounts) and Overdraft/Insufficient Funds Notices.

Can I transfer funds between accounts?
Yes. You can transfer from any eligible checking, money market, savings, or personal line of credit account you have linked to your profile. You can transfer money to any checking, money market, savings, personal line of credit account, and most personal loan accounts. (In cases where account types are IRAs or other restricted products, transfers may not be permitted.)  Please see the "Transfers within Online Banking" FAQs further down this page for more details.

How many months of transaction history can be viewed?
You can view up to 18 months of transaction history. (12 months of statement activity for Personal Credit Cards)

If I make a withdrawal at an ATM, how soon will my account reflect the balance change?
When you withdraw funds from an ATM or make a purchase with your debit card, the funds will immediately be removed from your available balance. Some networks update transactions real time while others don't. In general, ATM/debit card transactions will be reflected on the Online Banking Transaction History by the next business day.

What is the daily balance on the Account History page?
The running balance on your Account History page is similar to your check register: it indicates the balance in your account each time you have a deposit or withdrawal activity.

Please note that the balance does not reflect holds, outstanding checks, and other transactions, which could cause the balance to be different from the bank's balance on any given day. The bank does not use this balance as your available balance, and you should not, either.
 
Why can't I see all of my accounts in my account summary?
Accounts on which you have an ownership code which (generally) allows you withdrawal rights, may be included in your online profile. Accounts may or may not appear in your profile based on whether they have been designated as business or personal. Business owners may request eligible personal accounts be linked to the business profile by visiting a Charter One branch or calling us at 1-888-229-8211. If you don't see an account you expected to see, call us toll free at 1-877-981-3733 for personal accounts (1-888-229-8211 for business accounts).

Can I get copies of my account statements through Online Banking?
Up to 18 months of your statements are available online and can be retrieved immediately. Statements can be saved or downloaded any time for longer storage needs. Statements beyond 18 months can be ordered through Online Banking by selecting the "Order Statement Copies" option from the Online Banking Service Center area.
 
Can I see images of checks through Online Banking?
Yes. You can click on the check number entry on your Account History and, if an image is available for that check, it will appear on screen. If a check image is not available, you may order a check copy through the Online Banking Customer Service area. Fees may apply for check copy requests.
 
Can I directly access the Online Banking information from Quicken or Money?
Yes. Please go to the Online Banking with Quicken or Microsoft Money page for detailed information about coordinating your online account with your financial management software.
 
Can I export my banking information into my Quicken program?
Yes. Please go to the Online Banking with Quicken or Microsoft Money page for detailed information about coordinating your online account with your financial management software.

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Transfers within Online Banking

Are there limits to the number of transfers I can make online?
The type of account you have with Charter One may limit the number of transfers allowed. Checking accounts have no limits to the number of transfers allowed. Savings and money market accounts are limited by federal regulations regarding savings products Check the Terms and Conditions page or your deposit account disclosure for more detail.
 
What types of accounts can I transfer funds to and from?
You can transfer from any checking, money market, savings or line of credit account you have linked to your profile. You can transfer money to any checking, money market, savings, line of credit account, personal credit card, and most loan accounts. (In cases where account types are IRAs or other restricted products, transfers may not be permitted.) All accounts must be eligible for Online Banking under your account profile.

You can also transfer from your checking, money market, or savings account to the checking, money market, or savings account of another customer. (Requires set up of the Transfer Account Inside the Bank of another customer)

In addition, you can transfer between your checking, money market, or savings account and the checking and savings accounts you own at other financial institutions. (Requires set up of the Transfer Account Outside the Bank)

Is there a maximum funds transfer I can make between accounts?
For eligible deposit accounts (excluding Transfers Outside the Bank and Transfers to Other Customers), the maximum available for transfer is equal to the available balance in your "from" account. This includes any balance linked to the account for overdraft protection.

Transfers Outside the Bank are subject to the following dollar limits:

Type of Limit Amount
Incoming
Business Day
In Process
Monthly
 
$2000
$2000
$5000
Outgoing
Business Day
In Process
Monthly
 
$2000
$2000
$5000

*There is a $3.00 per transaction fee for Outgoing Transfers Outside the Bank

Transfers Inside the Bank to other customers are subject to the following dollar limits:

Limit per transaction $2000

Can I schedule a transfer to take place in the future or set up recurring transfers?
Yes. You can select either a future date or choose the "Make Repeating" option from the Transfer Funds page.

How is each of the repeating transfer frequencies scheduled?
Weekly transfers occur every 7 days beginning with the first transfer date specified.
 
Biweekly transfers occur every 14 days, or every other week, beginning with the first transfer date specified.
 
Semi-Monthly transfers occur on the first transfer date specified and then again every 15 days after the first transfer date.
 
Monthly transfers occur on the same calendar day of every month, beginning with the first transfer date specified.
 
Every Four Weeks transfers occur every 28 days beginning with the first transfer date specified.

Bi-monthly transfers occur on the same calendar date every other month beginning with the first transfer date specified.
 
Quarterly transfers occur on the same calendar date every 3 months beginning with the first transfer date specified.
 
Semiannual transfers occur on the same calendar date every 6 months beginning with the first transfer date specified.

Annual transfers occur on the same calendar date every year beginning with the first transfer date specified.
 
Note: If the recurring transfer is scheduled on a Sunday or bank holiday, the transfer will be processed on the following business day.

Can I transfer money into an account if I am not an account owner?
Yes, From your Deposit Account to certain deposit accounts of other customers with the bank "Transfers Inside the Bank".

  • You will need to set up and verify each of the accounts that you wish to use to make these transfers to.
  • There is no fee for transferring funds inside the bank to another customer and the dollar limit for Transfers Inside the Bank to other customers is $2000 per transaction.

How do I cancel a transfer that I have entered?
Select the Transfers tab from the navigation bar and then both Pending and Completed transfers will be displayed on the Transfer History Page. From here you can edit or delete transfers that have not yet been processed.

How late in the evening can I make a transfer for the funds to be processed same day?
The cutoff time is for deposit accounts generally is 11:30 PM EST for a transfer to be considered on a particular business day. The cut off time for transfer to a Personal Credit Card is 5:00PM EST. The cut off time for Small Business Loans or Lines of Credit is 7:50PM EST. For "Transfers Outside the Bank" the cut off time is 3:00PM EST.

I have an account with another bank. Can I transfer funds from this account into my Charter One account?
Yes. Within Online Banking you may sign up for the option of transferring funds between your linked deposit accounts with the bank and certain deposit or investment accounts at other financial institutions (International Transfers are not supported). You will need to set up and verify each of your non-Charter One accounts that you wish to use for these transfers. You agree that you will only attempt to set up and verify accounts for which you have the authority to transfer funds.

I never transfer money from some accounts. How do I keep from inadvertently transferring from these accounts?
All accounts that are eligible for account transfer display in the account pull down menu. Currently, there is no means to disable an account for transfer other than masking them through the show/hide feature found in the Online Banking Preferences/My Accounts area.

What is Popmoney1?
Popmoney1 is an innovative payment service that makes sending and receiving money as easy as emailing or texting, and eliminates the hassles associated with payments via cash or check.

  • Sending money: Simply log in to your online bank account and look for Popmoney1. You can then send money to anyone using his/her email address or bank account information.
  • Receiving Money: You’ll receive an email or text alert when someone sends you money. You'll have the option of directing the funds to a Charter One account, credit card or debit card. Just set your preferences at Popmoney.com

What is an Account-to-Account Transfer2?
An Account-To-Account Transfer2 allows you to move funds from your Charter One account(s) into and out of your accounts held at other banks or financial institutions. All transactions are processed via the Automated Clearing House (ACH) secure network—the same network used by the Federal Reserve to clear checks between financial institutions. And the procedure used is very similar to the process employers use to create direct deposit of payroll and that financial institutions use to carry out automated payments for loans or mortgages.


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General Information about Online Banking

How to add a Mobile Address for Alerts?
Alerts can be sent by secure email to the Alerts Center. They can also be sent to additional locations, including your personal email, mobile phone or pager.

To have Alerts sent to your mobile phone, enter the following address (using your 10 digit phone number) based on your mobile provider.*

Provider Address Format
Verizon 10digitphonenumber@vtext.com
AT&T 10digitphonenumber@txt.att.net
Sprint 10digitphonenumber@messaging.sprintpcs.com
T-Mobile 10digitphonenumber@tmomail.net
Nextel 10digitphonenumber@messaging.nextel.com
Cingular 10digitphonenumber@cingularme.com
Virgin Mobile 10digitphonenumber@vmobl.com
Alltel 10digitphonenumber@message.alltel.com
CellularOne 10digitphonenumber@mobile.celloneusa.com
Omnipoint 10digitphonenumber@omnipointpcs.com
Qwest 10digitphonenumber@qwestmp.com

*Mobile provider fees may apply.

How much does Online Banking cost?
There is no monthly maintenance fee for the Online Service. There may be incidental charges and fees associated with the Online Service, such as those set out below, including, but not limited to, Account fees and charges you initiate by requesting stop payments, check copies, outgoing transfers outside the bank, or similar services.

How current is the information I see on the screen?
The available balance is real time based on transactions completed online throughout the day; this may also include cash deposits/withdrawals at the branch, ATM withdrawals, debit card purchases, and telephone transfers.

Are there times when I will not be able to access my account?
The Online Banking program is available 24 hours a day, 7 days a week. The only exceptions are when system maintenance is being performed.

Can I name my accounts?
Yes. Simply click the Online Banking Service Center tab and select "Add or Change Your Account Nicknames." Choose the account from the list, type in an account nickname, and click on the save button.

If the Online Banking system goes down, will my transaction be completed?
In the rare event that the Online Banking system and all of our back-up systems were to go down, you can be comfortable that any transaction for which you have received a confirmation number will go through. If you were in the middle of processing a payment when the technical difficulty occurred and had not yet received your confirmation number, you should review your "Pending Payments and Transfers" when the system comes back up. If the payment/transfer does not appear, then you should re-enter the transaction.

Is the Online Banking program available to Macintosh users?
Yes. Macintosh users have full access to Online Banking provided they are using a Safari 2.0 or higher or Firefox 2.0 or higher browser.
 
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Bill Pay Sign Up

Do I need to sign up separately for the bill payment services?
No, there is no separate sign up for the Bill Payment service. Once you are signed up for Online Banking, you can use the Bill Payment service immediately. Simply click on the Pay Bills tab to begin. For business customers, it may take up to 24hrs to enroll in the Online Bill Pay service.

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Features of Bill Pay

Can I set up automatic bill payment?
You can set up payments for a future date. For fixed payment amounts on a specific day, you can set up repeating payments.
 

What are automatic payments?
Automatic payments provide a means for automatically scheduling payments in Pay Bills based on the options you select. You can set up two different types of automatic payments.

  • Automatic Payments for Electronic Bills - If you receive electronic bills, some billers let you set up options for paying them automatically. You can decide whether to always pay the amount due or to set a limit on the amount for automatically paying the bill. You can also decide whether to make the payment on the due date or on the earliest date available after you receive the bill.
  • Automatic Payment Schedules - You can set up an automatic payment schedule to pay bills of a set amount at regular intervals. For example, you can schedule a payment at the first of each month to pay your mortgage or rent. This type of automatic payment is always available to you, regardless of whether you receive electronic bills from the biller or whether the biller lets you pay your electronic bills automatically.

How do I automatically pay my electronic bills?
Some billers let you set up options for paying your electronic bills automatically. To set up these options, go to Manage My Bills, select a bill, and then select the option to add an automatic payment.
 

Can I include invoice details with my payments?
Business customers are able to include invoice details with payments. With each payment you have the option to include invoice number, amount, discount amount, invoice description and discount description.
 

What proof do I receive that bill payments have been completed?
Under the Bill Pay tab, you can select Payment History to review details on all your past payments. You can review up to six months of past payments to your payees and determine the status of the payment.
 

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Bill Pay: Adding Payees and Scheduling Payments

Who can I pay?
You can pay almost anyone in the United States: national bank card companies, mortgage or auto loan companies, department stores, your health club, the paperboy. Any company or individual to which you could send a check for payment is eligible for payment through Online Bill Payment.  
Please note that individuals or businesses residing outside the United States are not eligible for bill payment. In addition, bill payments for tax payments or court-ordered payments are prohibited.

How long does it take to set up a new payee in the bill payment system?
Once you are signed up for Online Banking, you can set up a payee at any time. Setting up a new payee takes only a few clicks and payments to the new payee can be made immediately.

How long does it take for a company I am paying to receive payment?
If your biller accepts electronic payments, in most cases, the payment is made the next business day. If the biller accepts only paper checks, it typically takes three business days from the time the payment is sent. When you enter an amount, Pay Bills automatically displays the earliest date you can select for the company or person to receive the payment in the Pay Date box. You can either accept this date or change it to a later one.

How does my payment get processed and when is the amount deducted from my account?
Pay Bills automatically displays the earliest date you can select for the company or person to receive the payment in the Pay Date box. Most payments are sent electronically to your billers. In the case of electronic payments, the payments begin processing one business day prior to the Pay Date and the funds are withdrawn from your account on the Pay Date. If a paper check is required, a check payment is mailed prior to the Pay Date in order for your payment to be received by the Pay Date. Select the date you want the payment to arrive by. When a biller does not accept accept electronic payments, the payment will be mailed as a paper check which could arrive before the Pay Date. Please be sure to have sufficient funds in your account a few days prior to the Pay Date in case the payment arrives early.

Do my bills get paid electronically or with a paper check?
We attempt to make all payments by electronic means, but some companies and individuals still require paper checks. For small business customers, any payment that requires additional invoice information will be sent as a paper check generated by Charter One.

Can I postdate a single payment?
Yes. You can enter any future date you choose -- up to 365 days in advance.

How will I know that my payees received payments sent out through bill payment?
You can view your past payments on the Bill History screen to determine if they have been processed or contact the companies directly to verify receipt of payment.

If there are not sufficient funds to cover a scheduled bill payment, what will happen?
If you do not have sufficient funds in the account and if you do not have some form of overdraft protection on the day we attempt to collect the funds, Charter One has the sole discretion to reject the payment or pay the item and overdraw your account. Refer to your deposit account disclosure for applicable fees.

What date should I enter as my Payment Due Date?
The Payment Due Date should be the date that your bill is actually due.

How many days in advance do I have to set up the payment before the day I want the payment to be made?
You will need to schedule your payment at least 1 business day prior to payment due date for electronic payments and at least 3 business days prior to the Payment Due Date for paper check payments.

What does the "status" field indicate? What does it mean that a payment is "processed"?
The status field indicates the current state of your bill payment request. "Pending" indicates payment has not processed yet. "Paid" indicates the payment was successfully processed and delivered to the payee. "Unpaid" indicate the e-bill has not yet been paid.

Can I cancel or place a stop payment on a bill payment?
After you enter a bill payment request, you can review the payment in the Pending Payments screen. You may cancel or edit a payment up to (3) business days or more prior to the Pay Date by following directions within the help section of the Bill Payment Service. There is no charge for cancelling or editing a Pending Payment. Once the payment moves from the Pending Payments screen to the Payment History screen, it indicates that the payment is in process or has already been processed and the payment cannot be cancelled or edited. Contact Online Banking Customer Service toll free at 1-877-981-3733 (or 1-888-229-8211 for business customers) for further assistance.

How is each of the payment frequencies scheduled?
The status field indicates the current state of your bill payment request.
 

Weekly Every week on (or near) the same day of the week you scheduled the first payment.
Every 2 weeks Every other week on (or near) the same day of the week you scheduled the first payment.
Every 4 weeks Every 28 days from the previous payment date, starting with the first payment date.
Monthly Every month on (or near) the same date you scheduled the first payment.
Twice a month Every month on (or near) the same date you scheduled the first payment. The second payment is scheduled 15 days after the first payment date.
Every 2 months Every two months on (or near) the same date you scheduled the first payment.
Every 3 months Every three months on (or near) the same date you scheduled the first payment.
Every 6 months Every six months on (or near) the same date you scheduled the first payment.
Annually Every 12 months on (or near) the same date you scheduled the first payment.
 
Note: The dates may be adjusted to ensure that payments are sent on a business day within the selected time period. The dates are always rolled back to the previous business day. For example: If you select a Monthly frequency and schedule the payment on the first of every month, and if the first of the month falls on a non-business day the payment would roll back to the previous business day.
 
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General Information about Bill Pay
 
What does it cost for the Bill Payment service?
The service is currently offered at no charge. You will be notified if this changes in the future.

Will my overdraft protection work with the bill payment service?
Yes. Any overdraft protection on your account is honored when using the online service.

Can I still write checks?
Yes. The bill payment service simply allows you a method to write checks and manage your money via electronic means. Your paper checks are still valid and will appear on your Account History as each check clears your account.

Can my Charter One loan payments be made using bill payment?
Yes. You can enter any one of your Charter One loan or line of credit payments into the Online Bill Payment service. However, for faster payments to your Charter One loan or line of credit, you can transfer funds from your checking or savings account. Select the Transfer Funds tab and choose the "to" and "from" accounts.
 
Is there a limit to the number of bill payments I can perform per month?
The type of account you have with Charter One may limit the number of payments allowed. Checking accounts have no limits to the number of transfers allowed. Savings and money market accounts are limited by federal regulations regarding savings products Check the Terms and Conditions page or your deposit account disclosure for more detail.

What should I enter in the Memo field?
The Memo field can be used to enter additional information specific to a one time or recurring payment. This information will only be noted on payments issued as paper drafts. Electronic payments (wire, ACH, etc.) will not include any memo information you supply.

What is the "confirmation number"?
For each bill payment or transfer you complete using the system, you receive a unique reference number to confirm your transaction. Keep note of the number in case you need to research a particular transaction.
 
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Help

What if I forget my password?
You can create a new password and regain access to Online Banking & Bill Pay by clicking the "Forgot Password?" button located on the login page. Simply provide some personal information and the answer to your Security Question, and we will reset your password online.
 
Do I need my debit card number to reset my Online Banking password?
Yes, you need your Charter One Debit Ccard number and PIN, the last four digits of your Social Security number and your Online User ID in order to reset your Online Banking password.
To order a Charter One Debit Card, on your checking account, call us toll-free at 1-877-242-7837 (for business customers, 1-888-229-8211).
 
How do I retrieve my Online User ID?
To retrieve your Online User ID click on “Trouble Logging In? and then select the “I forgot my Online User ID” option. Follow the instructions to verify your identity to retrieve your Online User ID.
To order a Charter One Debit Card, on your checking account, call us toll-free at 1-877-242-7837 (for business customers, 1-888-229-8211).
 
How do I report a lost or stolen debit card?
Please contact us immediately if you realize that your card is missing or if you notice any fraudulent transactions: 1-877-242-7837. This is the best way to minimize any disruption in your account. You are not responsible for fraudulent card transactions that are reported promptly and you can demonstrate that you have exercised reasonable care in safeguarding your card from the risk of loss or theft.
 
What is my Online User ID?
Your Online User ID is a unique combination of letters and numbers between 5-20 characters that is required for accessing Online Banking. It should be easy for you to remember and hard for others to guess. Your Online User ID is NOT case sensitive and cannot be already taken by another Online Banking customer.
 
Is my login Password case sensitive?
Yes. Valid passwords are case sensitive, between 8 and 15 characters in length, and contain only letters and numbers. It must include at least one letter and at least one number. Your password must be different than your Online User ID.

Can I change my password and Online User ID online?
Yes. Simply log into your online account and select the Service Center tab and then select the "Change Your Online User ID and Password" option. Type in your current and new information, and then save your request.
 
Can I Email questions about my account to you? How secure is Email?
Most Email is not secure and we do not recommend sending sensitive information such as your account number or Social Security number through regular Email.

However, when you communicate via the Online Banking Message Center through the "Send Us A Message" option, your Email is secure.

Who do I call if I need Online Banking assistance?
Contact Online Banking Customer Service at 1-877-981-3733 (or, for business customers, 1-888-229-8211).
 
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Security
 
How safe is Online Banking? What systems are in place to ensure security?
All account information entered and displayed online is maintained on a secured database encrypted using Secure Socket Layer (SSL) technology. We also protect information stored in our database by hardened connections called Firewalls. Only those devices authorized to communicate with the database can make a connection to the database. Additionally we offer Safe with Charter One to ensure security.

What is Safe with Charter One?
Please review our Frequently Asked Questions page for information on how Safe with Charter One adds an additional layer of security to your online banking experience.

Do you guarantee the security of my banking information?
Yes. Please see the Charter One Online Guarantee page for complete details.

How can I help safeguard my banking information?
You are the first line of defense for your online account security. Follow the guidelines below to protect yourself and your account integrity.

  • Never provide your password to anyone. Charter One employees never ask for this information.
  • Be sure to keep your Safe with Charter One security image and phrase to yourself.
  • When you have completed your Online Banking session, exit the system by clicking the Log Out option at the top left of the page.
  • Select a password which consists of letters and numbers. It must be between 8-15 characters in length and contain at least one letter and one number. Select something that would not be easily guessed by others.
  • Be careful with your password. Do not write it down or maintain it in a place that is easily accessible.


 
How do I know I am visiting a secured Charter One Online site?
Safe with Charter One provides you a high level of security from the Internet. When you enroll, you will select a security image and phrase. When you login, your chosen image and phrase will appear after you enter your Online User ID to let you know that you are accessing the authentic Charter One Online site.
 
My password does not work. What do I do?
Verify that your Online User ID has been entered correctly, clear the password field and re-enter. If it still does not work, click on the "Forgot Password?" link. You will be asked for additional security information to verify your authentication, create a new password and continue with the Login process. If you are still unable to access online banking, contact Online Banking Customer Service for assistance at 1-877-981-3733 or, for business customers, 1-888-229-8211.
 
What happens if I do not log off of the Online Banking system?
By default, the Online Banking program has a 10-minute time out feature. If the system is idle for 10 minutes, the user is automatically disconnected.
 
What is Secure Socket Layer (SSL)?
Secure Socket Layer (SSL) is a protocol from Netscape Communications Corporation, designed to provide secure communications on the Internet.
 
What procedures are in place to prevent hackers from accessing my account?
At Charter One Bank, the security of your online identity and account information is a top priority for us and a key feature of Charter One Bank Online™.

That is why we use state-of-the art security technology to protect customer sensitive data, such as your Online User ID and Password. And, this is why Charter One Bank Online utilizes Secure Socket Layer (SSL) technology to encrypt the information you provide to ensure that only we have access to your sensitive data and that confidential information, such as your account number or social security number are always protected.
 
How often will my password change?
When you sign up for Online Banking, you will be required to select a password. That will remain your password unless you choose to change it using the Change Your Password function. We recommend you change your password periodically, but we will not prompt you to do so.
 
How do I report a problem with my account history or transaction?
Contact Customer Service at 1-877-981-3733 or, for business customers, 1-888-229-8211.

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All accounts and services are subject to individual approval.

Popmoney® and the Popmoney logo are registered trademarks of CashEdge, a division of Fiserv. All Rights Reserved.

1 Popmoney®:
As of 6/16/13 there will be no charge for standard service (3-day), $10 for next day service. For up to date Online Banking Terms and Conditions visit www.charterone.com/online-banking/terms.aspx Small business customers: $20 monthly fee +$10 fee for next day service. For up to date Online Banking Terms and Conditions visit www.charterone.com/small-business/online-banking/terms.aspx

2 Account to Account Transfers:
As of 3/28/12, only $3 for standard service (3-day), $10 for next day service. For up to date Online Banking Terms and Conditions visit www.charterone.com/online-banking/terms.aspx Small business customers: For up to date Online Banking Terms and Conditions visit www.charterone.com/small-business/online-banking/terms.aspx

 

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