Northern State Online - Frequently Asked Questions

  1. What is Northern State Online Banking?
  2. Is Northern State Online available for my business accounts?
  3. How much does Northern State Online and/or Bill Pay cost?
  4. What do I need to get started using Northern State Online Banking?
  5. How do I sign up for Northern State Online Banking?
  6. How do I log onto Northern State Online for the first time?
  7. Can I change my Northern State Online ID to something shorter and/or simpler?
  8. How do I change my Northern State Online PIN?
  9. What if I have problems with or forget my Northern State Online ID or PIN?
  10. Why does it say that my account is locked? And what do I do now?
  11. When I log into Northern State Online , it says "Hello", but not to me. Why?
  12. What accounts can I access using Northern State Online ?
  13. Can I change or customize the account names that are displayed?
  14. Is the information about my accounts timely and accurate?
  15. How do account transfers work?
  16. Can I transfer to and from any account?
  17. Why can't I transfer funds online between my corporation and personal accounts?
  18. How much history is maintained on my accounts?
  19. Can I use my financial software program with Northern State Online ?
  20. How do I import transactions to my financial software program?
  21. When I was trying to import my transactions into my financial software program, I received an error that states that the file format is invalid. What can I do?

Bill Pay Service FAQ

  1. How do I sign up for the Northern State Online Bill Pay service?
  2. How do I start using Bill Pay?
  3. What is the difference between a bill payment and a transfer?
  4. How will I know what payments have been made?
  5. Which of my Bank accounts can I use to pay bills?
  6. Who can I pay?
  7. Is there anyone I shouldn't pay through Bill Pay?
  8. Do I need to contact my payees to tell them I'm using Northern State Online Bill Pay?
  9. How are my bills paid?
  10. When is my account debited for my scheduled bills?
  11. Can I schedule recurring payments?
  12. How do I cancel a bill payment or recurring payment?
  13. Can I change or delete a payee?
  14. Can I change a scheduled payment?
  15. Can I place a stop payment on a bill payment that has already been processed?
  16. What is the cut-off time to change or delete pending payments?
  17. What should I do if a payee has not posted my payment or if I've received a late notice?
  18. What happens if I don't have enough money in my account to cover a Bill Payment? Will I be notified?

Miscellaneous FAQ

  1. How safe is my account information?
  2. How do I know if my Internet browser has the right level of security and encryption for Northern State Online ?
  3. Can anyone else see my account information?
  4. How quickly will Northern State Online load over the internet?
  5. Why do you ask for my email address?
  6. I am receiving error messages when attempting to access online banking, why is this?
  7. Can I access Northern State Online from outside the United States?
  8. How do I contact the Bank if I have a additional questions or comments about Northern State Online ?

Q1. What is Northern State Online Banking?

A. Northern State Online lets you perform many banking activities via the internet. You can get up-to-the-minute information about your accounts and view all account transactions including ATM and point of sale transactions. You can transfer funds between eligible accounts including making payments on loans or credit lines. You can download transaction information into money management software programs such as Microsoft Money. Another feature of NSB Online is the ability to pay bills online with Bill Pay.

Q2. Is Northern State Online available for my business accounts?

A. Yes, Northern State Online is available for both our consumer and commercial customers. If you have both your personal and business accounts with us, you will need to submit separate applications for access to Northern State Online . You will need to have separate online IDs and PINs to access your accounts and you will not be able to view your personal and business accounts at the same time. The only exception is if you are a Sole Proprietorship, and have both your business and personal accounts with us, you will only need one NSB Online ID and PIN to access all of your accounts and you will have the ability to transfer funds between your business and personal accounts.

Q3. How much does Northern State Online and Bill Pay cost?

A. Northern State Online is FREE to both our consumer and commercial customers when you use it to access account information, balance your checkbook and conduct transactions such as account transfers, etc. The online Bill Pay service is available to qualified applicants for a monthly fee. Please contact Northern State Bank at 715-682-2772 for current charges. You may also refer to the NSB Online Disclosure.

Q4. What do I need to get started using Northern State Online ?

A. You need the following to access Northern State Online :

- A personal computer

- An active account with an Internet Service Provider (ISP)

- Internet browser software with 128-bit security encryption

- An account with Northern State Bank

- You will also need to enroll for a Northern State Online ID and PIN.

If you already have an internet browser with 128-bit security encryption, it is not necessary to download any additional software or programs. All updates, enhancements, or other changes to Northern State Online will automatically be reflected each time you log onto the system.

Q5. How do I sign up for Northern State Online ?

A. If you currently have an account with us, you have two ways to sign up. For security reasons, we will identify you prior to providing access.

1. Click here to access our application or follow the steps below to obtain an application on our web site home page:

a) Click on the "Online Banking" tab located at the top right of the screen;
b) Click on "Apply Now", and follow the directions on the page that pops up;
c) Print out and complete the Northern State Online Application

d) Mail your completed and signed Online Application to: Northern State Online, 321 West Main St., P.O. Box 617, Ashland, WI 54806. Within three days of the receipt of a properly completed Northern State Online Application and Agreement we will mail your Northern State Online ID and, in a separate mailing, your PIN

or

d). Come in and meet with one of our representatives at any time during normal business hours to request the service. You will be asked to sign our Northern State Online Agreement and your ID and PIN will be provided to you.

Once you receive a Northern State Online ID and PIN, you can begin using the service by clicking on the Online Banking link from our home page and select Log In.

If you are not currently a Northern State Bank customer, please stop at any of our locations for new account information.

Q6. How do I log onto Northern State Online for the first time?

A. Upon receipt of your online ID and PIN:

Go to our web site (www.nsbashland.com);

Click on the "Online Banking" tab located at the top right of the page;

Click on "Log In";

At the login screen, enter your Northern State Online ID and PIN in the indicated locations;

After logging in, you will be prompted to change your PIN.  This is required for security reasons.

You are now ready to use the service anytime and anywhere you have internet access.

Please note: Your PIN must be a minimum of 6 characters with a maximum of 8 characters in length. The system is case sensitive. Your PIN must be comprised of both letters and numbers. For a more secure PIN, we suggest you use a combination of upper and lower case letters and numbers. Do not make it something that can be easily guessed or figured out (i.e. your nickname, middle name, etc.).

Q7. Can I change my ID to something shorter and/or simpler?

A. You can create an alias for your Northern State Online ID to make it easier to remember. Anytime you have logged on, select "Management" from the Services drop down box that is accessible at the top left of any screen. From the Account Management Options drop down box, simply select "Create/Change Northern State Online ID (Alias)" and then follow the directions. The next time you log into Northern State Online , you will be able to use the ID that you created.

Q8. How do I change my PIN?

A. You are able to change your PIN any time you log on to Northern State Online . Select "Management" from the Services drop down box that is accessible from any page. From the Account Management Options drop down box, simply select the "Change Northern State Online PIN" button, and then follow the directions that are presented. Your PIN must be a minimum of 6 characters with a maximum of 8 characters in length. The system is case sensitive. Your PIN must be comprised of both letters and numbers. For a more secure PIN, we suggest you use a combination of upper and lower case letters and numbers. Do not make it something that can be easily guessed or figured out (i.e. your nickname, middle name, etc.).

Q9. What if I have problems with or forget my Northern State Online ID and/or PIN?

A. If you lose or forget your online ID or PIN, you may contact a Northern State Bank representative at (715)682-2772 during regular business hours. After confirming your identity, we will be happy to assist you.

Q10. Why does it say that my account is locked? And what do I do now?

A. Your account becomes locked after three unsuccessful login attempts. To get "unlocked", contact a Northern State Bank representative during normal business hours at (715)682-2772 and they will be happy to unlock and reset your account for you.

Q11. When I log into Northern State Online , it says "Hello", but not to me. Why?

A. Northern State Online always greets the individual or business that has been established as the primary account holder.

Q12. What accounts can I access using Northern State Online ?

A. You can access any Northern State Bank checking account, money market, savings account, certificate of deposit, or loan or IRA you have with us. Certificate of deposit access will provide information only. You cannot request transfers to or from certificate of deposit accounts. With the exception of home equity loans, you can make transfers to loan accounts, but you cannot make transfers from your loan accounts to other accounts that you may have. You may make transfers from your home equity loan into your checking accounts. Per federal regulations, you cannot make more than 6 electronic or telephone transfers or withdrawals from Money Market accounts per month.

Q13. Can I change or customize the account names that are displayed?

A. Yes. You are able to change the names that are displayed for your accounts any time you log on to Northern State Online . Select "Management" from the Services drop down box that is accessible at the top left of any page. From the Account Management Options drop down box, select the "Change Pseudo Account Name" option. You will be presented with a list of all your accounts and boxes to enter in the new account names that you choose. When finished typing in any new account names, simply click the "Submit" button. A confirmation page will appear confirming each account name change that you have made. If you are finished making changes, select the "Account Listing" link at the bottom of the page to return to the main account listing page. Any changes you made will immediately be reflected in your account names.

Q14. Is the information about my accounts timely and accurate?

A. Yes. All information and transactions conducted during normal business hours are handled on a real time, online basis. During normal end-of-day processing, which occurs at 4:00 p.m. CST, the date is forwarded to the next business day and transactions done after that time will carry to the next business date.

Q15. How do account transfers work?

A. From your account list, simply select "Transfers" from the drop down box next to the account from which you want to transfer money. Next, indicate the account to which you want to transfer money, enter the amount to transfer, enter the frequency and date(s) the transfer is to be made, and click the "Submit" button. Transfers between accounts requested before 3:45 p.m. CST on a regular business day may be processed that same day. Transfers between accounts requested after 3:45 p.m. CST (or on a weekend or Bank holiday) may be processed the next business day. Note: Transfers from loan accounts, other than home equity loans, are not permitted.

Q16. Can I transfer to and from any account?

A. Account transfers are allowed to and from personal checking, NOW, savings, and money market accounts for which you are an authorized signer on the account. You cannot transfer funds from an installment loan or line of credit (with the exception of home equity loans), or from or into a certificate of deposit or IRA. Funds transfers into loans or lines of credit will be credited as payments. Federal regulations limit the number of transactions you can perform on a savings account and money market account. For specific details, please consult your individual product disclosure you received upon opening your account, or call a Northern State Bank representative at (715) 682-2772.

Q17. Why can't I transfer funds online between my corporation and personal accounts?

A. Regulators place a strict burden on banks to limit potential liability with respect to funds being improperly moved from corporation accounts to personal accounts. A check being written from the corporation by an authorized signer, to a specific payee, provides a paper trail that can be used if, at any future date, there is any question as to why corporate funds were moved to a personal account.

This applies to Corporations, Limited Liability Companies (LLC), and partnerships. However, those customers with a Sole Proprietorship will continue to have the ability to transfer funds between their business and personal accounts.

Q18. How much history is maintained on my accounts?

A. Transaction history is maintained beginning with the date you sign up for Northern State Online . History is maintained up to 90 days from that date forward.

Q19. Can I use my financial software program with Northern State Online ?

A. Yes, you can download posted transactions to your financial software program. Uploading transactions from your financial software program to Northern State Online is not possible at this time. Microsoft Money is supported for downloading transactions from Northern State Online . Quicken and Quickbooks are not currently supported for direct downloading of transactions. You may also choose to download into a text file or a spreadsheet.

Q20 . How do I import transactions to my financial software program?

A. Follow these steps to import your transactions into your financial software program:

Click the "download" link in the Services drop down menu located at the top of each page.

Choose the source account and the date range you wish to download.

Select the type of software you are downloading into.

Click the "Continue" button.

Follow the appropriate directions on the screen to download your transactions.

If you right clicked on the link and saved the file to your personal computer, you will need to open your financial software program, click on "File", then click on "Import", locate where you saved the downloaded file and click on it, and then click the Import button.

Q21. When I was trying to import my transactions into my financial software program, I received an error that states that the file format is invalid. What can I do?

A. Please make sure you followed the steps outlined in the previous question, paying particular attention to the type of software program to which you choose to download.

Please note that Northern State Bank does not support downloading of transactions into either Quicken or Quickbooks. If you currently use one of these programs, we recommend that you switch to Microsoft Money in order to be able to download your transactions.

If this does not remedy the problem, contact a Northern State Bank representative at (715) 682-2772.

Bill Pay Service FAQ

Q1. How do I sign up for the Northern State Online Bill Pay service?

A. Bill Pay is an option you can apply for when enrolling in Northern State Online . Pre-approval for Bill Pay is required.

Please call a Northern State Bank representative at (715) 682-2772 during normal business hours for answers to your questions about the application process and costs for the Bill Pay service.

Q2. How do I start using Bill Pay?

A. The first time you use the Bill Pay service, there are some one-time set-up steps to perform.

1) You must first identify which account(s) to use as your Bill Pay account(s):

- From the account list on the main Northern State Online page, select "Set up as bill payment account" from the drop down box next to the account from which you wish to pay bills.

- You must indicate the number with which to start your bill pay check numbers and accept the fee schedule.

- After selecting "Accept", a message will appear that your account has successfully been setup for bill pay. The option to "Set up as bill payment account" will now read "Pay Bills" for this account.

- Repeat these steps for any additional accounts which you wish to designate as bill pay accounts.

2) You must now set up your Payees:

- Select "Add Payee" from the Bill Payment drop down menu.

- To add an electronic Payee, click on the binoculars icon to perform a search (an electronic Payee cannot be added without performing a search).

- If you find your Payee in the search results list, click the checkmark beside the Payee's name. The Payee name will display on the "Add Payee" screen.

- Complete the remaining fields and select "Add Payee".

If you could not find your Payee in the search results list, manually enter the Payee information in the required fields and select "Add Payee".

- Complete this process for each new Payee you wish to add.

- Once Payees have been added, they can be viewed, and certain information can be edited by selecting "View Payee List" from the Bill Pay drop down menu.

3) Now you can set up your payments:

- Select "Pay Bills" from the Bill Pay drop down menu or from the drop down box next to the account list on the Northern State Online main page.

- From the drop down menus, select the account from which the bill will be paid and the Payee.

- Enter the dollar amount of the payment and any memo information (memo information is transmitted with check payments only).

- Choose the frequency of the payment.

For recurring payments, enter the expiration date of the payment and whether or not the amount is different for each payment.

- When payment information is complete, click on "Submit Payment".

- Repeat these steps for each additional payment you wish to make.

Once you have set-up your bill pay accounts and entered your Payees, you will only need to complete the directions in Item 3) above for future bill payments. You will need to enter any new Payees that you have not previously set up.

NOTE: The first time you utilize the Bill Pay Service, to ensure your Payee(s) receives the payment on time, schedule all your payments at least eight (8) business days before your bill's due date. You can always adjust the lead-time as you observe how quickly a Payee posts your payment, but we recommend always using at least a five (5) day lead time in case of unforeseen delays.

Q3. What is the difference between a bill payment and a transfer?

A. A transfer refers to the ability to move funds between individual accounts that are linked to you, such as checking and savings. A bill payment is a payment to a third party. A bill payment is synonymous with writing a check.

Q4. How will I know what payments have been made?

A. When you log into Northern State Online Banking, you will always be able to view all of your transactions that have posted to your accounts. Any payments that have been made using Bill Pay will also appear on your regular monthly or quarterly bank statement.

Q5. Which of my Bank accounts can I use to pay my bills?

A. The Bill Pay Service is offered through your checking account with the Bank, or if you have more than one checking account, you may select which checking account(s) from which to make the payment.

Q6. Who can I pay?

A. You can make payments to virtually any business or individual located within the United States.

Q7. Is there anyone I shouldn't pay through Bill Pay?

A. The Bill Pay service may not be used to make payments to settle securities purchases, federal and state tax payments, or court-ordered payments.

Q8. Do I need to contact my Payees to tell them I'm using Northern State Online Bill Pay?

A. No. Your use of Bill Pay will be seamless to your Payees. It will not change how your payments are credited or how money moves through your accounts.

Q9. How are my bills paid?

A. Payments that are entered or scheduled prior to 1:45 a.m. Central Standard Time (CST) on a business day will be processed at our 2:00 a.m. CST processing time.

Payments that are entered or scheduled between 2:00 a.m. and 11:45 a.m. CST on a business day will be processed at our 12:00 noon CST processing time.

Payments entered or scheduled after 12:00 noon CST will be processed the next business day at our 2:00 a.m. CST processing time.

Payments are sent to your Payees in one of two ways:

For those Payees you have set up as Electronic Payees, payments are made electronically by our third party service provider. Although the funds are debited from your account the same day, it may take 3 to 4 days for the electronic payments to reach your Payee(s); or

For all other Payees, payment is made by check, with your name listed as sender, mailed that same day through the U.S. mail to your Payee. The checks are laser printed and MICR encoded at the JHA Houston Service Bureau, our third party service provider. The checks are encoded with the routing number of Northern State Bank, your account number, and a sequential check number. These checks clear against your account just as if you had written the check from your own checkbook. Sufficient time must be allowed for the post office to deliver the check to your Payee(s).

Q10. When is my account debited for my scheduled bills?

A. For all scheduled payments, whether they are to be made electronically or by check, there are two processing times daily - one in the morning at 2:00 a.m. CST, and one at 12:00 noon.CST.

For any electronic payments entered or scheduled by 1:45 a.m. CST on any business day, your account is debited at the 2:00 a.m. CST processing time. For any electronic payments entered or scheduled between 2:00 a.m. CST and 11:45 a.m. CST on any business day, your account will be debited at the 12:00 noon CST processing time.

For payments that are to be made by check, the check is prepared and mailed on the scheduled date, however, your account is not debited until the check is deposited by your Payee and it clears the Bank, just as if you had written the check yourself.

11:45 a.m. CST is the "end-of-day" cut off time for Bill Pay transactions. Bill payments entered after 11:45 a.m. CST may be processed the following business day during the 2:00 a.m. CST processing time. Payments scheduled on a bank holiday or weekend may be processed the next business day.

Q11. Can I schedule recurring payments?

A. Yes. Refer to the "How do I start using Bill Pay" section above. Bill Pay will continue to automatically schedule and send the payment at the specified interval until the number of payments remaining are zero or you cancel the recurring payment option. Note: Payments scheduled on a bank holiday or on a weekend may be processed the next business day.

Q12. How do I cancel a bill payment or recurring payment?

A. Select "View Scheduled Payments" from the Bill Pay drop down menu. Click on the delete option beside the payment that you want to delete and then click confirm. If you are deleting a payment due today, you must delete it prior to the earliest processing time for the day - no later than 1:45 a.m. CST if you entered or scheduled it prior to that time, and no later than 11:45 a.m. CST if you entered or scheduled it between 2:01 a.m. and 11:45 a.m. CST.

Q13. Can I change or delete a payee?

A. Yes. Select the "View Payee List" from the Bill Pay drop down menu. From the list of Payees, select either edit or delete beside the name of the Payee you wish to edit or delete.

Q14. Can I change a scheduled payment?

A. Yes. To change a payment, select "View Scheduled Payments" from the Bill Pay drop down menu. From the Payment Schedule, select the payment(s) to edit by clicking in the "Quick Edit" box next to the payment. Once you have selected all of the payments for editing, click the "Quick Edit" button. From there you will be able to modify the amount and memo of each payment selected. You can also delete a scheduled payment (see "How do I cancel a bill payment or recurring payment" above).

Q15 . Can I place a stop payment on a bill payment that has already been processed?

A. Stop payments can be placed on Bill Pay checks after they have been printed and mailed. We cannot place a stop payment on an electronic bill payment that has already been processed. There may be a fee for any stop payment request.

Q16. What is the cut-off time to change or delete pending payments?

A. You may cancel or change any scheduled payment through Northern State Online by no later than the earliest processing time on the scheduled Payment Date after you have scheduled the payment. There are two processing times each business day: 2:00 a.m. CST and 12:00 noon CST.

Q17. What should I do if a Payee has not posted my payment or I've received a late notice?

A. First, you should always allow enough time for the Payee to receive and post your payment. Remember to allow at least 72 hours for electronic payments and up to 8 days for check/draft payments. If you receive a late notice, and more than enough time was given for the payment, call the payee directly to ensure your payment and late notice did not cross in the mail. You may also check your account transactions by using Northern State Online to see if your payment or check has cleared. If you believe an error has occurred, you can call us at (715)682-2772. After verifying your identity we will ask for the payee's name, payment date, amount, account number and we will research the payment.

Q18 . What happens if I don't have enough money in my account to cover a Bill Payment? Will I be notified?

A. Electronic payments are verified against available funds in your account before they are debited. If there are insufficient funds, the payment will not be processed. You will need to resubmit the payment when there are sufficient funds in your account.

Checks issued through Bill Pay are not verified against available funds in your account before they are processed. If your account has sufficient overdraft protection to cover the payment, we'll draw against that, otherwise the payment may be canceled and not processed. If a payment is canceled due to insufficient funds, the Bank will send a "Non-Sufficient Funds Notice" to your mailing address on file.

Miscellaneous FAQ

Q1 . How safe is my account information?

A. We use commercially reasonable security technology to keep your account information safe. With encryption, firewalls, and trusted operating systems incorporated into our overall banking architecture, authentic transactions may take place over the internet with relative safety. No system is completely safe from third parties, however. As such, we do not guarantee the security of all communications.

Your online ID and PIN are confidential and you should exercise care when using them. Don't make your PIN something that can be easily guessed or figured out. Never give your ID or PIN to anyone and never write them on your PC or any computer materials. Never accept advice from strangers while you are using it. Beware of fraudulent requests for your PIN by someone posing as a Bank employee. A Bank employee would never ask for this information! Never use a "Save Password" feature if offered by your browser. (This would allow anyone who opens your browser access to your account information without needing your PIN.

Use a browser with 128-bit encryption. (Encryption is a method of scrambling information transmitted between you and the Bank.)

Q2 . How do I know if my Internet browser has the right level of security and encryption for Northern State Online ?

A. The Northern State Online login page has a "Test Browser" button that you can click to see if your browser offers the required encryption.

Q3. Can anyone else see my account information?

A. No, online account information is available only to those with an authorized Northern State Online ID and PIN. The information is not public. For more information please refer to our Privacy Statement .

Q4. How quickly will Northern State Online load over the internet?

A. A secure site such as Northern State Online will be somewhat slower due to the encryption process. Additionally, the capabilities of your computer, memory space available, modem, software, and Internet Service Provider all affect the speed at which the information travels. Please be patient, the slower speed is for security and protection for both you and the bank. Some tips that can help if memory is the problem:

Click on your browser's "Help" button to find how to make appropriate changes.

Reduce the graphics - Graphics require extensive system resources, and can be eliminated to speed up the loading process.

Clear your memory cache.

Shut down other programs you have running.

Change your wallpaper to a generic pattern or remove your screen saver feature.

Q5. Why do you ask for my email address?

A. This is a useful means for us to provide you with important information about Northern State Online , and forthcoming enhancements or changes to our products and services. We will never send personal or confidential account information via email. We will never give your email address to anyone else. For more information please refer to our Privacy Statement .

Q6. I am receiving error messages when attempting to access Northern State Online , why is this?

A. It could be that we are performing routine maintenance or are experiencing unexpected downtime during the time you are attempting to log-in. Whenever possible, routine maintenance will only be performed during periods of minimal usage (i.e. Sunday mornings between the hours of midnight and 4:00 a.m. CST).

We will always try to notify you at least 48 hours in advance of any scheduled downtime. If we are experiencing unexpected downtime, you will not be able to access Northern State Online until the problem is resolved. Once the system is back up and running, you should be able to log in normally. If you continue to experience problems, please contact a Northern State Bank representative during normal business hours at (715)682-2772.

Q7. Can I access Northern State Online from outside the United States?

A. Yes. Just use a secure browser such as Microsoft Explorer 7®. 

Q8. How do I contact the Bank if I have a additional questions or comments about Nothern State Online ?

A. If you have any questions, comments, or concerns you can Turn on JavaScript!. Please note that email is not a secure environment like Northern State Online . Please do not include any sensitive information in your email, such as account numbers, PINs, or social security numbers. Your name, a phone number where you may be reached, and a general description of your question will be sufficient to respond to your question. You may also call a Northern State Bank representative at (715)682-2772 from 8:00 a.m. to 4:00 p.m., Monday, Tuesday, Wednesday and Friday and from 8:00 a.m. through 5:00 p.m. on Thursdays.