Frequently Asked Questions (FAQ)

Online Bill Pay

How do I start using Citizen Online Bill Pay?

You begin by adding merchants/payees to your Merchant/Payee list. You can then schedule payments for them using the Pay Bills or QuickPay options.

What kind of bill payments are available?

There are two kinds of bill payments available:

  1. One-time – A payment that is processed on the day you specify. On the payment date you specify the funds are withdrawn from your account and the payment is sent to the merchant/payee. The merchant/payee will receive the payment 2-5 days after the payment date.
  2. Automatic – A recurring payment that occurs at your specified frequency as many times as you indicate.

Why do I get a confirmation number when I make a payment?

Confirmation numbers are provided for all confirmed or modified payments. This is your assurance that a payment will be processed on the date it is scheduled. It is also a reference number that can be used for requesting research.

How will I know if a payment was processed successfully?

The Payment History will show a status of “Processed” for that particular payment. However, this does not guarantee the merchant/payee received or posted this payment.

How will I know if a payment failed?

The Payment History will show a status of “Failed” for that particular payment and the system will send you a message to let you know the payment failed. The most common reason for a failed payment is insufficient funds in the account used to make the payment.

The payment history showed that my payment was processed, but my account has not been debited. Should I schedule another payment for this merchant/payee?

No. Anytime a payment shows a status of Processed in the Payment History, this means that the payment went out to the merchant/payee successfully. The debit to your account can take up to 3 business days to post to your bank account.

Is there a way I can verify online that a merchant/payee received my payment?

If payment was made to the merchant/payee by check, you can determine if the check has been cashed by viewing the payment details under payment history. Actual verification needs to come from the merchant/payee. If the payment was made via electronic remittance, then you must contact the merchant/payee to verify that the payment was received and posted.

What is the maximum amount for any one payment?

There is a pre-determined limit on the amount you can pay. If you are having problems, please contact Customer Service.

How far in advance can I set up a payment?

Payments can be set up as much as 18 months in advance.

Do I have to re-enter payments each month?

You can set up automatic payments of the same amount so you do not have to re-enter them each month.

Are there any payments I should not make through the system?

The following payment types should not be made through the system:

  • Tax payment
  • Court ordered payments
  • Payment to payees outside the United States
  • It is not recommended to pay another financial institution to which you wish to make a deposit.

How many days before the due date do I need to make a payment?

Unless otherwise specified, we recommend that you specify a payment date at least 5 business days before the due date to ensure your payment reaches its destination on time.

The Bill Pay system says ‘Schedule payment at least 5 business days before due date’. What does this really mean?

The number of days before the payment due date is called “lead time.” Lead time covers the time required for the merchant/payee to receive and post the payment (assuming the merchant/payee address and account number are correct). This does not guarantee when the merchant/payee will post the payment. The day that the payment was processed is not included in the lead time.
Lead time should be used with discretion, since only user experience with the merchant/payee will determine the number of days the user should allow for actual posting of the payment.

Is there a way to see previous payments?

Payment history is retained for 18 months. You may search for past payments by using one or a combination of the following:

  • Merchant/Payee Name
  • Payment Date
  • Payment Amount
  • Confirmation Number

What if my recurring or one-time payment falls on a non-business day?

One-time payments cannot be scheduled for non-business days (such as weekends or Federal holidays). Recurring payments are scheduled payments set up to happen on the same day or date each month (for example: each 15th). If one of these recurring dates falls on a non-business day, the payment is processed on the preceding business day.

What do I need to do if one of my merchants/payees notifies me that a payment has not been received?

First, contact the merchant/payee directly to verify that the payment has not been received. Next, confirm that your payment was processed by using the Payment History option. View the payment details and select Research Request to initiate a payment Investigation.

Is there a cutoff time for me to cancel or change a payment scheduled for today?

You can review, change or cancel a payment at any time. If the payment is scheduled for that day, the change or cancellation must be before daily settlement time (2PM Eastern Time). The system displays an error message if you attempt to modify a payment after this deadline.

How will I know if an automatic payment instruction has expired?

You will receive a Final Payment secure message notifying you the last scheduled payment has been processed. You can modify and reschedule your payment if you wish to continue it.

When can I begin making payments to a new merchant/payee I added?

You can begin making payment to that merchant/payee immediately.

Can I pay someone who does not appear on my list?

Yes, simply add the merchant/payee to your Merchant/Payee List in order to make a payment to them.

How do I add a merchant/payee to my list?

Using the Merchant/Payee Accounts option, select Add Merchant/Payee and then complete the requested fields.

How do I change the account number or address for a merchant/payee?

Using the Merchant/Payee Accounts option, select the Merchant/Payee, select Details and then update the appropriate information.

How do I send a secure message to Customer Service?

When you select Compose New Mail from the menu, a Send To drop-down selection is presented. Select the appropriate recipient and click the Create Message button.

Can I send a secure message to one of my merchant/payees?

No, you may only send a secure message to us.

Can I receive an email to let me know that the system has sent me a secure message?

To indicate when you want to receive an email, select Personal Information, Alerts. On this screen you can choose which incidents should generate an email.

Can I download transactions to my Personal Financial Manager software such as QuickenTM, Microsoft MoneyTM or Microsoft ExcelTM?

Yes, the system has an Export feature.

Password Security

What is Password Security?

Stalbridge Commercial Bank NA is proud to deliver the highest level of security for our Citizen Online customers. We’re adding an additional layer of security to our log in process called Password Security. This helps ensure that your information is secure, protecting you from fraud and identity theft.

Why do we need Password Security?

With Password Security, we’re adding another layer of security to protect our customers’ information and their online banking accounts. Password Security also guards against ever-increasing e-mail scams called phishing and pharming.

Has my password changed?

No. You can still use your current password for logging in to Citizen Online.

How do I enroll for Password Security?

Customers will automatically be prompted to the enrollment screen when they log in to Citizen Online.

If someone steals my password, will Password Security prevent them from accessing my account?

Yes. If an unauthorized person tries to log in to your account from another computer, they will be asked to correctly answer 3 challenge questions that you provided during enrollment. Without this additional personal information they will not be able to log in to your account.

How do you know that I’m logging in from my own computer?

When you enroll, Password Security uses a cookie to identify your computer. Each time you log in, our software identifies your computer, your IP address, and other unique identifiers. The cookie is secure and does not contain any personal information.

If I delete my cookies, will I need to register the computer again?

Not necessarily. If you have Adobe® Flash® Player installed on your computer, we may use Flash shared objects to identify your computer in the event that we can’t identify your cookies. By using Flash shared objects as a backup method for recognizing you as a valid user, we ensure that your log in experience is as quick and convenient as possible.

Can I access Citizen Online from multiple computers?

Yes, you can access Citizen Online from any number of computers. If you log in from a computer that you haven’t used for Citizen Online before, you just need to correctly answer your challenge questions to verify that it’s you. You can register as many PCs as you like.

I share my computer with someone who also uses Citizen Online. Can both of us still log in from this computer?

Yes. There’s no limit to how many people can log in to Citizen Online from the same computer. Remember not to share your User ID, Password, or answers to your challenge questions.

SAFETY TIP: Stalbridge Commercial Bank NA will never ask you to change your private information, and we will never change it for you.

Citizen Online

What is Citizen Online?

Citizen Online is our online service that allows you to access your account information 24 hours a day, 7 days a week. Using Citizen Online, you can:

  • View account balances, check images and history
  • 24-hour access to checking, savings, loans and CDs
  • Export history to financial software or spreadsheets
  • Transfer funds between accounts
  • Pay bills online

What do I need to bank online?

Banking online is easy. Citizen Online works well on most of today’s browsers, and must support 128-bit SSL encryption. If your browser does not support these encryption levels, you’ll need to update it. To get started, simply complete the enrollment form to receive your log in information.

Is it safe to Log In if I don’t see the lock icon in the corner of the browser window?

Yes, it is safe to Log In. Your user name and password are not transmitted until you submit them by clicking on the “Log In” button. It is at this time that a secure session, or connection, is established between our server and your browser. All information is encrypted using a 128-bit encryption algorithm, which is the strongest encryption available commercially. It is then sent to our Online Banking systems to be authenticated.

What types of accounts can I view with Internet Banking?

With Internet Banking, you can view all your Stalbridge Commercial Bank NA accounts, as well as loans.

How often is my account information updated?

Account information is updated multiple times each day, offering you the most current information available.

How secure is my personal account information?

Stalbridge Commercial Bank NA uses the latest Internet security available, including secure communications (SSL), firewalls, 128 bit encryption, and operating systems that have been designed to provide maximum security.

Why am I signed off sometimes and I have to sign in again?

If Citizen Online has been inactive for a period of time, Citizen Online may automatically sign you off to prevent unauthorized use of your accounts, and to prevent others from viewing your information.

Can I pay my bills using Citizen Online?

Yes. You can make payments to anyone in the United States from the utility company to the local babysitter. You may schedule payments to be made immediately or on a specified date in the future. You can even set up recurring payments so you do not have to worry about paying your regular bills. Recurring payments can be set up weekly, semi-monthly or monthly. Bill Pay eliminates the need for writing checks or addressing envelopes. More importantly it saves you time and simplifies your busy life. (Fees may apply)

What type of account is required for Bill Pay?

Bill pay can be used with a checking account

May I pay bills from more than one checking account?


How far in advance should I set up a payment to ensure it is paid on time?

Payments should be made at least five (5) business days in advance of the due date of the payee.

When will the payments be deducted from my account?

For electronic payments, funds will be deducted from your account on the date that you have requested your bill to be paid. Payments made by check will be deducted once the payee has received the payment and the check has cleared your account.

Can I transfer funds between my accounts?

Yes, you can transfer funds between any of your Stalbridge Commercial Bank NA accounts.

Do I need extra software or hardware to use Citizen Online?

No extra software is necessary. You can access your Stalbridge Commercial Bank NA accounts from almost any PC that has Internet access.

Will Citizen Online work with my current Internet Service Provider?

Yes, Citizen Online works with any ISP.

Can I access my accounts from both home and work?

Yes, you can access your accounts from almost any PC.

Phishing and ID Theft

What is phishing?

Phishing (pronounced “fishing”) is a form of identity theft where fraudsters use email to steal your personal information. By obtaining this information they can gain access to your accounts, steal your identity, or commit other illegal acts.

How does phishing work?

Phishing works by creating a phony email or website that appears to be legitimate, thereby providing potential victims with a false sense of security. They trick the recipient into providing sensitive information, which may later be used to commit fraud, whether it be Identity Theft, or purchasing goods using your card information.

What does a phishing email look like?

The nature of phishing schemes has evolved and is likely to continue to do so in the future. Currently, email phishing is best described by the following characteristics:

  • Emails using company logos and familiar language reporting a problem and asking you to update your account information by prompting a return email or by filling out a website form.
  • Emails with attachments asking you to install software so that fraudsters can use it to record your keystrokes (called Keystroke Logging) and online activity.
  • Emails that contain typographical or grammatical errors. Spelling errors allow fraudsters to bypass spam filters used by Internet Service Providers (ISP’s).
  • Windows that pop up over a legitimate company’s website asking you to enter personal information.

What should I do if I receive a suspicious email?

If you receive an email that you believe could be fraudulent, do not click on any of the links and do not call any phone numbers listed from the email. Immediately contact the bank for assistance.

How do I protect myself from phishing attacks?

If you are at all in doubt about the authenticity of the communication, contact the company through familiar communication channels.

  • Do not click on a link in an email when you are not sure of its legitimacy, even if it looks genuine. If you are at all in doubt, contact the company directly.
  • Avoid emailing personal and financial information.
  • Never open email attachments from unknown sources and delete the email in question immediately.
  • Regularly review your account statements.
  • Do not share IDs/user names and passwords.
  • Change your passwords regularly.
  • Install the latest anti-virus and firewall applications to your computer.
  • Follow your computer manufacturer’s recommendations to ensure that your computer is current on its patches.

What is a firewall?

A firewall (or Internet firewall) helps make your computer invisible to online attackers and some malicious software such as viruses, worms, and Trojan horses. A firewall can also help prevent software on your computer from accessing the Internet to accept updates and modification without your permission. Firewalls come in both software and hardware form, but hardware firewalls are intended for use in addition to a software firewall. It is important to have both a firewall and antivirus software turned on before you connect to the Internet.

What is antivirus software?

Antivirus software helps protect your computer against specific viruses and related malicious software, such as worms and Trojan horses. Antivirus software must be kept up to date. These updates are generally available through a subscription from your antivirus vendor. It is important to have both antivirus software and a firewall turned on before you connect to the Internet.

Where do I find more information on how to protect my personal and financial data?

The Federal Trade Commission provides useful resources:

  • “How Not to Get Hooked by the ‘Phishing’ Scam”, available on the Federal Trade Commission website (
  • “Take Charge: Fighting Back Against Identity Theft”, available on the Federal Trade Commission website (

What is pharming?

Pharming is similar to phishing, but rather than spamming you with email requests, pharming redirects your Web browser to a fraudulent website. Unlike phishing, you do not have to click an email link to be directed to a spoof website.

How can I protect myself from pharming?

Antivirus software and spyware removal software cannot protect against pharming. In order to remove pharming as a threat, websites that deliver or request private information such as Internet banking need to add another layer of authentication to their log in process.
For your protection, financial institutions are adding another layer of authentication to secure your online banking information. Our new system verifies your identity in two ways. Every time you log in to Internet banking the bank identifies you, and it let’s you identify the bank. This is the best method of protecting your online information from phishing and pharming. Look for other industries and online retailers to offer similar secure log-in procedures in the near future.

What is vishing?

Vishing (or “phone phishing”) are attacks in which bank customers are contacted by email or sometimes automated phone call and told that their checking account has been compromised. Instead of being referred to a website (as in phishing scams), customers are urged to call a local or toll-free number and provide their account information or their Social Security number to clear up the problem.

How can I protect myself from vishing?

Do not call numbers listed in any email. As an added precaution, do not disclose personal or financial information over the phone unless you initiated the call.