Internet Banking & Bank-by-PhoneNetTeller Security Tips
NetTeller Internet BankingCortland Bank's NetTeller Internet banking product allows our customers to perform various banking activities using the Internet. For further information, contact our Internet Banking department or fill out our Information Request form. NetTeller Security TipsIn order to maintain data security in an Internet environment, this product requires the use of a browser with 128-bit encryption technology. Because NetTeller security relies upon password-protection, it is VITAL that you keep your ID and PIN confidential. We recommend that you:
For additional data security, if a user takes no action in NetTeller for 10 minutes, the user will automatically be logged off of NetTeller. Password Tips
Ideas for creating passwords:
NetTeller General InformationThere are 3 NetTeller Internet banking modules:
Cortland Banks' NetTeller works with Apple®, Windows®, Linux and other operating systems, provided that the browser that you are using is compatible with NetTeller. System requirements for the NetTeller Internet banking product are:
Customer SupportIf
you have questions about NetTeller or have problems with NetTeller call us or
email us at (please include your name and phone number): Cortland Banks NetTeller Support: Notice: Since information sent by email is at risk of loss of confidentiality when it is transmitted over the internet, we do not recommend sending confidential information by email. Such information would include account numbers, social security numbers, credit card numbers, and passwords. If you have questions about or problems with the Bill
Pay function of NetTeller, call:
NetTeller Home Banking FAQsQ:
What happens if I don’t log off the system? A: By default, NetTeller has a 10 minute time out feature, so if the system is not
used for 10 minutes, then the user will be inactive and will have to log in again.
Q:
What kind of browser do I need to have? A: While NetTeller supports most browsers with 128-bit encryption, it is recommended that you use Microsoft® Internet Explorer version 3.0 or newer, Netscape® Navigator version 4.5 or newer, or America On-Line® version 4.5 or newer. Q:
Why can I go to your web page but I can’t read any information on it? A: This is because you are visiting our site with an older browser. Contact your browser vendor and update your browser to a later version. Once your browser is updated, you will be able to see the site better, plus an updated browser provides more security. Q:
What happens if I forget my PIN? A: You are allowed three PIN attempts, and on the 3rd attempt, if invalid, you will be locked out of the system. Your PIN will automatically be reset in 24 hours. If you are locked out during normal business hours (8:30 a.m.-4:30 p.m. Monday through Friday), you may contact NetTeller Customer Support. Q:
How late in the evening can I make transfers? A: The transfer cut off time for current day’s business is 7:00 p.m. (EST).
NetTeller Bill Pay FAQs
When and how are the payments processed? Payments submitted, recurring or one time, before 3:00 AM EST Monday-Friday will be processed at 3:00 AM EST. Payments submitted between 3:00 AM EST and 1:00 PM EST will be processed at 1:00 PM EST. Payments received after 1:00 PM EST on Monday-Thursday will be processed the next business day. Payments received after 1:00 PM EST on Friday will be processed the next business day. All payments scheduled to go on a weekend will be processed on the processing day before the weekend. All payments scheduled to go on a holiday will be processed the day before that date. Payments entered on the weekend, recurring or one time, will be processed on the next business day. What happens if I have a scheduled payment that falls over a weekend or holiday? If a SCHEDULED payment falls on a holiday or weekend, it will be paid on the Friday BEFORE the weekend, or the last working day BEFORE the holiday. Can I use Online Bill Payment if I live outside the U.S.? Yes, as long as you have a bank account in the United States. However, you cannot pay bills to payees located outside the United States. Can I get a copy of a cancelled check? Yes. You will need to contact the bank for this information. How long is history retained in the View Payment History section? Payment history for active and deleted payees is retained and viewable 18 months How far in advance should I set up a payment to ensure it is paid on time? For an ELECTRONIC PAYMENT, allow 3 business days from when the payment is submitted. For a CHECK payment, the check will be in the mail on the same day the payment is submitted if it is submitted before the 3 a.m. processing. If the check payment is entered before 1:00 PM EST, the check will be mailed the following morning. Allow 5 to 7 business days for a check payment. Please note that we have no control over the U.S. Postal Service. Are there minimum and maximum payment amounts? Electronic payments are validated against the available account balance prior to processing, and check payments settle against your account like any other check, therefore, there is no dollar limitation on payments made through PowerPay. You are limited only by the amount of funds in your account. Can I have multiple payments to the same payee on the same day? At this time, there is nothing that checks for multiple payments for the same amounts going to the same vendor on the same day. Can I stop a payment? Only check payments can be stopped after the check is printed and mailed, payment history will show the check number for that payment. The stop payment would be added in the same manner as for a regular check written out of your checkbook Whom can I pay through Online Bill Payment? You can pay ANYONE in the United States from the next-door neighbor, to the utility company, to the bank, and even a child in college across the country. What do the status fields indicate on the Payment History Page? Processed - The payment has been processed and sent.
Rejected NSF-The payment that you have tried sending has rejected due to Non-sufficient funds. NSF payments will keep trying until one of the following happens: the funds become available; if it’s a recurring payment and it expires, or if you delete the payment.
Communication Failure-There was an error due to communication problems.
The payment will try again
during the next processing run. How many payees may I have set up? There is no limit to the amount of payees you can set up through the Internet. Can I edit Payee addresses? No. Once an address is entered it stays with that payee. If you need to change an address it will be necessary to recreate the payee using the new address. How do I know if a payee is electronic or check? Once you have set up the payee, then you can look at the PAYEE LIST screen and you will see a field that will tell you if the payee is electronic or check. What payment frequencies are available? You can set up payments in any of the following frequencies: Weekly Bi-weekly Monthly Semi-monthly Quarterly Annually Semi-annually When can you edit the dollar amount on a scheduled recurring payment? You may edit the dollar amount the next business day after the scheduled payment date. Can I postdate recurring payments? If a monthly recurring payment is set up to be paid on the 15th and the current date is November 12th, a payment will be scheduled for the month of November and set up to occur the 15th of every month until the end date is reached. However, if the payment is set up to be paid on the 15th and the current date is November 16th, the first payment will occur on December 15th. Can I postdate a single payment? Yes. Just set the payment date for a valid future date. Will the memo field I fill out when setting up a payment be passed on to the payee? Yes, your memo will appear on paper check bill payments. The memo field is 40 characters long. Any amount over 40 characters will be cut off. Memo field information will not appear on electronic payments. Are there any merchants that I cannot pay through the Bill Payment service? No. Any merchant that is on Princeton's database can go electronically. If a merchant is not on the list you may send the payment as a check. Make sure that you enter your merchant account number exactly the way it appears on your bill. If you choose a merchant on the electronic database that requires an address match, choose the correct remittance address listed on your bill. When will the money be taken out of my account? For an ELECTRONIC PAYMENT, funds are debited the same day that the payment is sent, providing it is sent by 1 PM EST. Electronic payments submitted after 1:00 PM EST are debited the next day during bill pay processing. CHECK payment funds are debited from the account when the check clears your account at the bank. What if I do not have enough money in my account? CHECK payments are handled in the same manner as a check written out of your checkbook against an insufficient balance. ELECTRONIC payments are verified for funds availability during processing. If the funds are available, the account that you selected for the payment will be debited and the information sent on to Princeton for processing. If the funds are not available, the payment will not be processed and you will receive a message to inform you that the payment could not be sent due to insufficient funds. Each day the payment will be resubmitted for you until either you delete the payment or the funds are in the account to make the payment. How late in the day can I enter, edit, or delete a payment? You may add, edit, or delete a payment up to 3:00 AM EST on the day the payment is scheduled to be sent. If a same day payment is submitted between 3:00 AM EST and 1:00 PM EST it may be edited up until 1:00 PM EST.
NetTeller Troubleshooting InformationIf you only wish to delete your Temporary Internet Files (or Caches), to resolve problems related to the May 17, 2003 NetTeller update, see step 4 below, or use the Windows Disk Cleanup utility: (Netscape users should refer first to step 4c for Caches, then try step 3c if Cookies need to be deleted. Warning: The following procedure will delete ALL Temporary Internet Files, not just NetTeller-related files. Depending on the number of files involved, this option can take a while to process.) A. Select Start...Programs (or All Programs)...Accessories...System Tools...Disk Cleanup. B. Select the drive upon which your Temporary Internet Files reside (usually C:). C. Select Temporary Internet Files; uncheck all other items. D. Click "OK". E. Confirm deletion by clicking "OK". NetTeller customers who experience problems accessing the NetTeller server can attempt the following steps to resolve the problem: 1) Determine which version of browser is in use. a. NetTeller supports versions of Microsoft Internet Explorer and Netscape Navigator 4.0 or greater. The Encryption Level must be at least 128-bit encryption. Start your browser, choose the “Help” menu, then the “About Internet Explorer” or “About Netscape” option, as appropriate. This dialog box will display the version, as well as indicating the encryption level. b. AOL users should use at least version 5.0. This can be determined by starting AOL, closing the “Sign On” dialog box by clicking the X in the corner of the “Sign On” window (NOT the larger “America Online” window!), then choosing the “Help” menu, then the ”About America Online” option. Versions 5.0 or higher already have 128-bit encryption. 2) Ensure java is enabled. a. In Internet Explorer, choose the “Tools” menu, and the “Internet Options…” option. Click the “Security” tab, click the icon for the “Internet” Web content zone, click the “Custom Level” button, and ensure that the “Java permissions” option is not set to “Disabled” or “Custom”. Further down, ensure that “Scripting of Java applets” is not set to “Disabled”. b. AOL users should choose the “Settings” menu, then the “Preferences” option. In the resulting “Preferences” dialog box, choose the “Internet Properties (WWW)” link. This will take you to an “AOL Internet Properties” dialog box, similar to the Internet Explorer browser “Internet Options” dialog box. Click the “Security” tab, click the icon for the “Internet” Web content zone, click the “Custom Level” button, and ensure that the “Java permissions” option is not set to “Disabled” or “Custom”. Further down, ensure that “Scripting of Java applets” is not set to “Disabled”. c. In Netscape, choose the “Edit” menu, then the “Preferences” option. In the resulting “Preferences” dialog box, click on the “Advanced” option. Make sure that the “Enable Java” option is selected and click “OK” 3) Ensure that cookies are enabled for the NetTeller site. a. In Internet Explorer, choose the “Tools” menu, and the “Internet Options…” option. Click the “Privacy” tab. Click the “Edit” button in the “Web Sites” section. For “Address of Web site”, type “netteller.com”, click the “Allow” button, and click “OK”. b. AOL users should choose the “Settings” menu, then the “Preferences” option. In the resulting “Preferences” dialog box, choose the “Internet Properties (WWW)” link. This will take you to an “AOL Internet Properties” dialog box, similar to the Internet Explorer browser “Internet Options” dialog box. Click the “Privacy” tab. Click the “Edit” button in the “Web Sites” section. For “Address of Web site”, type “netteller.com”, click the “Allow” button, and click “OK”. c. In Netscape, choose the “Edit” menu, then the “Preferences” option. In the resulting “Preferences” dialog box, double-click on the “Privacy & Security” option to expand it (if it is not already expanded). Click on the “Cookies” option. Make sure Cookies are not disabled. (Any of the other options should work.) You might also try choosing the “Manage Stored Cookies” option, selecting the NetTeller cookies, and removing them by clicking the “Remove Cookie” button. 4) Clear your Internet browser caches. a. In Internet Explorer, choose the “Tools” menu, and the “Internet Options…” option. Click the “General” tab, and click the “Delete Cookies” and “Delete Files” buttons in the “Temporary Internet files” section. (If you wish, you may try taking just the "Delete Files" option, first. If this resolves the problem, you will not need to delete your cookie files.) WARNING: This action will clear all of the user’s Temporary Internet Files and Cookies, not just those for NetTeller! b. AOL users should choose the “Settings” menu, then the “Preferences” option. In the resulting “Preferences” dialog box, choose the “Internet Properties (WWW)” link to bring up the “AOL Internet Properties” dialog box. Click on the “General” tab, and click the “Delete Cookies” and “Delete Files” buttons in the “Temporary Internet files” section. (If you wish, you may try taking just the "Delete Files" option, first. If this resolves the problem, you will not need to delete your cookie files.) WARNING: This action will clear all of the user’s Temporary Internet Files and Cookies, not just those for NetTeller! c. In Netscape, choose the “Edit” menu, then the “Preferences” option. In the resulting “Preferences” dialog box, double-click on the “Advanced” option to expand it (if it is not already expanded). Click on the “Cache” option. Click the “Clear Memory Cache” and “Clear Disk Cache” buttons. (If you wish, you may try taking these options one at a time. If one resolves the problem, you will not need to perform the other.) WARNING: This action will clear all of the user’s Cache Files, not just those for NetTeller! 5) If the problem still exists, try another secure site, if possible, to determine if the problem is specific to NetTeller, or if all secure sites are affected. 6) If you are an AOL user, determine if the problem is specific to the AOL browser by connecting to AOL; then (while still connected), open Internet Explorer (make sure Internet Explorer is 128-bit encryption-enabled, with java and cookies enabled), and try the NetTeller site again. If this works, then the problem is likely AOL-browser-related. 7) Check for a nearly full hard drive, or low system ram memory, which would slow access and cause the browser to time out when trying to reach the server. 8) If possible, try accessing the site from a different computer, using the same Internet Service Provider and connection method. 9) For AOL users, check the AOL Personal Filing Cabinet for excessive entries, which may slow the AOL application down to the point that it times out and delivers an error message. |
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