Online Banking FAQ's
Q. What do I need to enroll in Online Banking?
A. You will need your Social Security Number and your date of birth to enroll. The information you provide is safeguarded using secure internet data encryption technologies and is only used for setting up your account. For business customers, please visit a Trustco Bank location to request online access.
Q. How do I access my Trustco Bank accounts online?
A. Stop into any of our over 140 Branch locations and speak to the Branch Manager.
Q. How do I get a Login ID and password?
A. During the enrollment process, for security reasons and to maintain the confidentiality of your Login ID and password(s), you will select your own Login ID and password. You can change your password on online banking at any time. You should change your password periodically.
Q. What software do I need to use Online Banking?
A. We suggest using Microsoft Internet Explorer Version 8.0 (or higher) with 128-bit encryption or Firefox Version 3.6 (or higher) with 128-bit encryption to access online banking. No additional software is required for online banking access.
Q. Reasons to enroll in Online Banking?
A. Trustco Bank’s online banking gives you access to your accounts 24 hours a day, 7 days a week. You have the ability to:
- Review Transactions
- Balance Accounts
- Transfer fund between checking, savings and money markets accounts.
- Make Trustco loan payments by transferring directly from your checking or savings account.
- View monthly e-statements
- Free Bill Pay
- Download information to Quicken and Microsoft Money.
- Request stop payments on checks.
- Reorder checks
- Receive email and text alerts – for account balance, checks cleared, successful transfers and more!
Q. Is there a fee to access my accounts online?
A. No. You can also access your accounts using our online banking 24 hours a day.
Q. What are pending transactions?
A. Pending transactions are hold(s) or credit(s) place on your account affecting your available balance. Some pending deposit amounts may include funds that are being held. Some pending debits may reflect a merchant hold on your account, which may or may not be the final amount posted to your account.
Q. What can I do if I forget my login ID/password for online banking?
A. If you have forgotten your Login ID or password, please call customer service at 1-800-670-4110 (between 9:00am and 6:00pm M-F) in order to regain access to online banking.
Q. Why I am locked out or cannot access online banking?
A. Your access to online banking will be blocked in the event your Login ID or password is entered incorrectly on three consecutive access attempts. If this occurs, please call customer service at 1-800-670-4110 (between 9:00am and 6:00pm M-F).
Q. I just opened a new account but I do not see it online. What should I do?
A. Visit any Trustco Bank location and a branch manager will happily assist you with adding your new account to your online banking access. You can also contact customer service at 1-800-670-4110 (between 9:00am and 6:00pm M-F) for assistance.
Q. How do I transfer funds between my Trustco Bank accounts?
A. You can schedule transfers as one time transactions or as recurring events that repeat for a specified duration. Click the transfers tab, then click create a new transfer and follow the steps to complete the transfer set-up process.
Q. How do I change my Login ID or password?
A. You can change your Login ID or password at any time. Click on the preferences menu, here you will find a list of preference options. Click on the option you would like to perform and follow the steps to complete.
Q. I have an account that is showing up twice. How do I remove this from my display?
A. In the preferences page, click on the change account preferences option. In this option you will be able to remove any closed accounts that you no longer want to view.
Q. How do I report suspicious email or fraud?
A. Contact your local branch or call customer service at 1-800-670-4110 (between 9:00am and 6:00pm M-F) immediately. Trustco Bank will never send you an email with a link to our logon page or ask you for any personal information using email.
Q. Is there a fee for using Bill Pay?
A. No. Once you are enrolled in online banking, Bill Pay is a free and secure way to pay your monthly bills.
Q. How do I enroll in Bill Pay?
A. Once enrolled in our online banking, simply login and click on the Bill Pay tab. Click the Open Bill Pay button and follow the steps to complete the set-up process. Your request for Bill Pay access will be confirmed by email within 2 business days.
Q. My payee hasn’t received my bill payment. What are my options?
A. For Bill Pay assistance, please call 1-888-251-2534. A representative will be able to assist you with tracking your payment.