 
Online Banking & Bill Pay
Frequently Asked Questions (FAQs)
BASIC
QUESTIONS
CONNECT24
BILL PAY QUESTIONS
SECURITY QUESTIONS
TECHNICAL QUESTIONS
INTERNET ISSUES
GETTING HELP
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BASIC QUESTIONS
What are Connect24 Online Banking &
Connect24 Bill Pay?
Connect24 Online Banking and Bill Pay are
free online services that provide secure access to your deposit accounts via the Internet, any time
day or night. With Online Banking, you can check your balances,
verify cleared deposits or checks, and transfer funds from one account to another. With Bill Pay, you can pay
bills at your convenience and receive bills from certain payees
online.
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What kind of bank account do I need to use
Connect24 Online Banking and Bill Pay?
For Online
Banking, all you need is a deposit account with Fairfield County Bank
or Ridgefield Bank, a division of Fairfield
County Bank. However,
in order to use the Bill Pay service, you will need a checking account
with the Bank.
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How do I get started?
You will need
to enroll online separately for Online Banking and Bill Pay. For
Online Banking,
click here
and you will be connected to the login page. Click on the
enrollment link and follow the enrollment instructions. Once you are
enrolled in Online Banking, click on the "Billl Pay - Enroll Now"
link at the bottom of the login screen and you will be
connected to the Bill Pay enrollment form.
Please note that online enrollment is only available to individuals. Businesses
should contact our Customer Connections for assistance with the
online
enrollment process.
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How soon can I start using Connect24 Online
Banking and Bill Pay?
With Online Banking, you will select your Access ID
and password during our instant enrollment. Once enrolled, you
can start using the service immediately. When you have completed
the enrollment process
for Bill Pay through the Online Banking service, you will receive confirmation
within a few minutes notifying you that you can begin using Bill
Pay.
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What are the fees associated with Connect24
Online Banking and Bill Pay?
Online Banking and Bill
Pay are absolutely free!
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Can I access my accounts from both home and work?
Yes, you can
access your accounts from any computer that supports Secure Socket
Layer (SSL) traffic over a 128-bit encrypted browser. SSL allows you
to send and receive encrypted (encoded) transactions over the
Internet. Microsoft Explorer and Netscape Navigator support 128-bit
encryption.
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What if I open a new account after I'm
set up for Connect24 Online Banking?
Your new
deposit and loan accounts will automatically be linked to
Connect24 Online Banking.
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Can I use Connect24 Online Banking and Bill Pay
with my business account?
Yes, you can access your business deposit accounts with both
services. Please note, however, that you will not be able to
transfer funds between personal and business accounts.
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How will my overdraft line of credit appear?
A line of Credit
will appear as part of the balance of the applicable checking
account.
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How do I deposit money into my account?
You can mail
deposits to us at Fairfield County Bank, P.O. Box 2050, Ridgefield, CT
06877-0950. You can also have a deposit wired or transferred
electronically as an ACH to your account, once your account has been
opened. For your convenience, we recommend that you have your
paycheck, pension or social security check directly deposited into
your account. Of course, you can always make a deposit at any of our
branch locations.
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How do I make a loan payment using Connect24
Online Banking?
You can
transfer funds between your Checking or Statement Savings account to
pay your loan. The payment must be for the exact
amount due and additional payments to principal or escrow must be
made by check. If you wish to make an overpayment, you have the
option of using our Connect24 Bill Pay service.
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How much transaction history can I view?
You can view up
to 5 weeks of history for checking accounts, up to 24 months of
history for Savings and CD accounts, and up 13 months of history for
loans and mortgages.
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Will I be able to print my online statement?
Yes. Use the
Print button on the toolbar. You may also use the File drop-down
menu. Once you have opened that menu, select Print.
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Can I transfer money between different banks?
No, you can
only transfer funds among your accounts at Fairfield County Bank
Corp.
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Do I have access to my account via telephone if I'm
not at my computer?
Yes, you can
call our automated
Connect24 Telephone Banking service, 24 hours a day,
seven days a week to inquire about your accounts. Simply call (203)
431-1986 or toll-free at
1-800-416-5866.
Can I view
my paid checks?
Yes, you can see the front and back of your presented and paid
checks. Select an option in the Transactions menu in the
Online Banking site (Previous Statement, Current Statement, Previous
Business Day or Current Business Day) and click on the check number
you wish to view. You can print these images by selecting File
then Print.
Is there
a fee for viewing checks online?
No, this service feature is provided to all Connect24 Online Banking
customers at no charge.
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CONNECT24
BILL PAY QUESTIONS
How does Connect24 Bill Pay work?
The Bill
Payment service allows you to pay bills from your
checking account. Bill Payment eliminates the time-consuming process
of writing checks, addressing envelopes and applying stamps.
Detailed instructions are available in the Help and FAQ functions of
the Bill Pay site.
You will need to schedule
your payments at least one business day in advance of the payment
due date which is the date you want your payment to reach your
payee. If you schedule a
payment for a date that falls on a weekend or holiday, the payment
date will be moved to the previous business day. For example, if you
schedule a payment date on a Saturday or Sunday, the payment date is
moved to the previous Friday. Payment instructions received after 7:00 p.m. (ET), on weekends or holidays will be considered received
on the next business day. Bill pays will typically clear your
account on the scheduled payment date. Keep in mind, however, that
you should always have funds available to cover the payment on the
scheduled payment date.
The Bill Pay
service also gives you the ability to request e-bills (electronic bills)
from a payee.
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Who can I pay with the Bill Payment service?
The bill pay
service lets you pay anyone in the United States that you would
normally pay by check or automated debit. It is recommended that
you do not use the service for state and federal tax payments and
court-ordered payments.
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What if the person I'm sending a bill pay to doesn't
accept electronic payments?
If the merchant
or individual doesn't accept electronic payments, a check will be
mailed to the payee.
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Can I use the Bill Pay service to pay recurring bills
automatically?
You can schedule recurring payments to be automatically made for a
fixed amount on a weekly, biweekly, twice a month, monthly, every
four weeks, bimonthly, quarterly, semi-annual or annual basis.
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Can I cancel a bill payment or recurring payment once
it is initiated?
You can stop any
bill payment that is in a “Scheduled” status.
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What should I do if a payee has not posted my payment?
You should allow at least 5 business days for a payee to receive
your payment. If a payee does not post your payment within 5
business days after your scheduled payment date, call the payee
directly or you can
contact us online.
We will address your comments within 24 hours. You can call us at
(203) 431-7437 or toll-free 1-877-431-7431, ext. 7437,
Monday through Friday, 8 am to 6 p.m. and Saturday, 8 am to 1 p.m.
Please provide the payee's name, payment date and amount, and payee
telephone number.
How do I add a new payment
account to the bill pay service?
-
Go to My Accounts.
The My Profile - Personal Information page will open.
-
Click Add An Account.
-
In Account Type, select the type
of account from which the funds are to be withdrawn.
-
Select if the account is Personal or
Business.
-
In Account Name, type a
description that identifies the account to you. This will help
you to know which payment account you are using; for example,
Personal Checking or Business Checking.
-
In Routing Transit Number, enter
the bank’s routing transit number: 221172270
-
In Account Number, type the account number for your payment
account.
Note: You can usually find this number on the bottom of a check
or on your account statement. You must type this number
correctly for your payments to process.
- In Confirm Account Number,
re-enter your account number.
What does
“confirming” a new payment account mean?
If
you add another checking account to the bill pay service, your
payment account will be confirmed by CheckFree, our bill pay service
provider. Account confirmation helps to protect against unauthorized
use of your payment account. You will receive an e-mail from
CheckFree’s “Customer Care” with instructions on confirming
your account. CheckFree will make two small deposits (each under
$1.00) and one withdrawal to your account. The withdrawal is the sum
of the two deposits. The deposits and withdrawal will appear on your
statement in the Online Banking site within one to three business
days with Connect24 Bill Pay AcctConfrm as the
description. Please note that until your new checking account has
been confirmed, you will be assigned a payment limit. After your
payment account has been confirmed, your bill payment limit will be
$99,999.99 per payment.
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SECURITY QUESTIONS
Are Connect24 Online Banking and Bill Pay
secure?
With the use of
encryption, firewalls and trusted operating systems incorporated
into our overall banking architecture, secure and authentic
transactions take place over the Internet.
In addition, have added another layer of security to our login process called PassMark
that will help ensure your information is secure, protecting you
from fraud and identity theft. PassMark also guards against
ever-increasing e-mail scams called phishing and pharming. To learn
more about PassMark, click here.
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Can anyone else view my account information?
The key to
ensure that your information remains private is your personal
password, used in conjunction with your Access ID.
Do not share your password with anyone.
Keep your account information secure. Always exit your Connect24
Online Banking and Bill Pay sessions before moving to other Internet
sites. Finally, notify us immediately if you notice any
unusual activity.
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What should I do if I forget my password
or my password doesn't work?
When you choose
your password, it is immediately encrypted for your protection and
no one knows it but you, not even the Bank.
If you know
your password, make sure to check your caps lock key. Passwords are
case sensitive. Also, be sure you have entered your Access ID
correctly. If you are still unable to log in, click
on the "Did you forget your password?" link on the Online Banking
login screen and a new temporary password will be e-mailed to you.
Once you login with your temporary password, you will be prompted to
change it and then will be able to access your accounts.
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Can I e-mail questions to you about my account?
Most account information questions are fine to transmit via e-mail
as long as you don't send confidential information such as your
account number or social security number. If you need to reference
them, you may choose the last four digits of both of these numbers
instead of the complete number. You can click
here to contact us online.
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TECHNICAL QUESTIONS
What kind of computer equipment or
software do I need?
You will need a computer with a connection to the Internet and a
browser supporting Secure Socket Layer communications. Either
Netscape/Communicator Version 6.0 or Microsoft Internet Explorer
Version 5.5 (or higher) is required to use the online banking and
bill pay services. If you need to upgrade your browser, you can
download Netscape Navigator at
http://www.netscape.com or
Microsoft Internet Explorer at
http://www.microsoft.com. Once you
have performed the download, you can use the Online Banking and Bill
Pay services.
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Why do I need a secure browser to use Connect24
Online Banking?
In order to use
Connect24 Online Banking, your web browser must support SSL
(Secure Socket Layer) protocol. SSL allows you to send and receive
encrypted (encoded) transactions over the Internet.
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What should I do if my browser is
rejected?
If you do not have Netscape/Communicator Version
6.0 or Microsoft Internet Explorer Version 5.5 (or higher), you may
download either Netscape Navigator at
http://www.netscape.com
or Microsoft Internet Explorer at
http://www.microsoft.com.
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What happens if I receive a security message that prevents me from
logging in?
You are most likely experiencing a problem with your browser and
may need to upgrade to a higher version. Netscape/Communicator
Version 6.0 or Microsoft Internet Explorer Version 5.5 (or higher)
is required to use the new online banking and bill pay services. If
you need to upgrade your browser, you can download Netscape
Navigator at
http://www.netscape.com or
Microsoft Internet Explorer at
http://www.microsoft.com. Once you
have performed the download, you can use the Online Banking and Bill
Pay services.
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When I log
into Online Banking, all of the fields are not displayed. Why does
that happen?
This can be an indication that your computer does not meet the
browser requirements. For Netscape/Communicator, Version 6.0 is
required and for Microsoft Internet Explorer, Version 5.5 (or
higher) is required. If you need to upgrade your browser, you can
download Netscape Navigator at
http://www.netscape.com or
Microsoft Internet Explorer at
http://www.microsoft.com. Once you
have performed the download, you can use the Online Banking and Bill
Pay services.
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INTERNET ISSUES
I typed in
your URL (Universal Resource Locator or web address,
www.fcbankcorp.com) and it would not connect. Why?
Netscape users
may see a message like, “The requested location does not have DNS
entry. Check with…” Internet Explorer users may see a message like,
“The page cannot be displayed. The page you are looking for is
currently unavailable…” First make sure you are typing the address
correctly. If you still cannot connect, it may be a temporary
problem with Internet routing. Domain name servers match the letters
we type with numeric addresses (IP address) on the network. Some
servers will be missing entries at given times. First, simply try
again. If several attempts do not connect, a key server may be down.
It is rare, but does happen. Try accessing other websites. If you
cannot reach other sites, contact your Internet Services Provider
(ISP) if the problem persists. If you get through to other sites,
try the site again at a later time. If you are still
unable to connect, call a Customer Consultant at
(203) 431-7437 or toll-free at
1-877-431-7431, ext. 7437, Monday through Friday, 8 am to 6 p.m. and Saturday, 8
a.m. to 1 p.m.
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What if I can’t access Connect24 Online Banking
and/or Bill Pay?
There may be a
variety of factors that affect the ability to connect to a secure
site. One possible problem may be heavy Internet traffic. If that is
the case, you will need to try again later. Or you may be accessing
the Internet through a firewall. This means it might not let you
into another secure site, which sits behind another firewall. If
this problem continues with other web sites, you may need to check
with your Internet provider.
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Why does using my “BACK” button exit me out of
Connect24 Online Banking and Bill Pay? Why can’t I bookmark the
pages I use most often and be connected directly to those pages?
For security
reasons, your access to Connect24 Online Banking
and Bill Pay is
controlled by always having to go through a log in page where you
must have a valid Access ID
and Password. To protect this, some pages within Connect24
Online Banking and Bill Pay automatically expire. In these cases,
using the BACK button puts you out of the Online Banking and Bill
Pay sites. For the same reasons, you cannot use your browser’s
bookmarks to go directly into Connect24 Online Banking or
Bill Pay without first going through the log in page
of Online Banking. We suggest
that you bookmark the bank’s home page for easy access. If you lose
your Online Banking or Bill Pay session, simply return to the log in
page of Online Banking and sign on again.
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GETTING HELP
Who do I contact for help?
If you still need assistance after reviewing the Help Functions on
the Online Banking and Bill Pay sites, you can call a Customer
Consultant at (203) 431-7437 or toll -free at 1-877-431-7431, ext.
7437, Monday through Friday, 8 am to 6 p.m. and Saturday, 8 am to 1
p.m. If you prefer, you can
contact us online. When sending e-mail messages, please
keep in mind that e-mail is not secure. Therefore, do not include
any sensitive information such as account numbers, balances,
passwords, etc. By providing us with your name, mailing address,
phone number and a general description of your question, we can
review your account activity and will respond to you by phone or
e-mail. If you don't have access to your computer and you would
still like to retrieve information about your accounts, call our
automated Connect24 Telephone Banking service at (203) 431-1986 or
1-800-416-5866 any time, day or night.
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