Frequently Asked Questions Regarding Personal Online Banking
For Online Banking questions, please contact our Support Department at (866) 270-7100, Monday-Friday 8:30 AM -
6 PM. Or, you can email onlinebanking@ucbi.com. You will need to know your security question and answer to verify your identity.
For Bill Payment questions, unless otherwise stated, please contact Support at (800) 854-9359. There will be someone there to assist you 24/7.
Q: What is the charge for Online Banking and Bill Pay?
A: Online Banking and Bill Pay are free to all United customers.
Q: Are commercial customers eligible for Online Banking?
A: Any business may sign up for Business Online Banking. We have three options that will meet any of your needs no matter what size your company may be. For more information on Business Online Banking, please contact our Corporate Services area at 866-270-6100.
Q: If I want to send an email to onlinebanking@ucbi.com for support, what information should I include?
A: You should always include the name of the location where you opened your account, the name(s) on your account, your security answer and a preferred form of contact. If you would like to receive a phone call, please include your home or business number and the best time to call.
Q: How secure is Online Banking?
A: United Community Bank maintains rigorous security standards and procedures regarding unauthorized access to customer information. We issue a unique Access ID and Password that identify the customer when logging on to Online Banking. These are mailed separately to the customer. In relation to technology, United uses the Secure Socket Layer (SSL) for transferring data and the highest type of encryption 128bit. SSL is the technology used to make sure that users establish sessions only with secure Internet sites. It protects data with (1) authentication, which ensures that the customer is actually communicating with the bank and not someone impersonating the bank, (2) encryption, the scrambling of transferred data so that account information cannot be intercepted and read by a third party, and (3) data integrity, the verification that the information sent by the customer to the bank has not been altered during the transfer.
Q: How long will it take to get set up for Online Banking?
A: Your Access ID and Password will be assigned and mailed to you within 3 - 5 days. The Access ID and Password are mailed in separate envelopes and mailed one day apart for security purposes.
Q: Why must I wait for my Access ID and Password to be sent by mail?
A: This is a security measure to prevent others from gaining access to your account. The information will be mailed to the address that is used for statements on the main account.
Q: When I enroll in Online Banking, I am asked to enter a security question and answer. What is my security question and answer?
A: Your security question and answer are used as a security procedure to prevent someone other than you from calling Support regarding your account. YOU define your security question and answer. An example of a security question would be What is my mother's maiden name? When calling Support for assistance with your account, you will be asked your security question and you will need to provide the correct answer to receive support. Be sure to set your security question and answer to something that no one else will know.
Q: Why do I need an authentication image and phrase?
A: The authentication image and phrase are extra protection for your accounts. If you do not see your personal image and phrase after you enter your Access ID, you are not on the authentic UCBI website and you should NOT enter your password.
Q: When enrolling in Online Banking, should I use all the numbers at the bottom of my check for my primary account number?
A: The following is an example of the numbers at the bottom of your check. You only need to enter the account number when enrolling in Online Banking.
Q: If I have multiple checking and savings accounts, do I have to enroll for each account?
A: When you enroll using your primary account, you should see all accounts on which you are a signer and that are linked together. If you do not see all of your accounts, they may not be linked together. Contact the location where you opened your accounts and they will help you gain access to all of your accounts.
Q: How do I add/change the accounts that I am viewing online?
A: Please contact the bank office where you opened your account if you have additional accounts that you would like to access via Online Banking.
Q: If multiple people are on the same account, can those users access each other's accounts?
A: Only if the user is an owner or signer on that account.
Q: When I log in for the first time I get the error message, "Information Missing or Invalid."
A: When entering the Access ID and Password you receive by mail, you will need to enter them exactly as they appear on the notice. The system is case sensitive, so be sure to enter any indicated capital letters.
Q: Why do I sometimes need to answer a challenge question when I sign in to Online Banking, but not always?
A: When you enroll in Online Banking you will be prompted to choose three (3) challenge questions to answer. The system will also ask if you would like to register the computer you are using as a Personal computer or a Public computer. You will not be asked a challenge question when you use a computer that is registered as your Personal computer. If you use a computer that is registered as a Public computer, the system will ask you a challenge question. This is to prevent someone other than yourself from accessing your information. You should only register computers that you use regularly and which are not available for public use as Personal computers.
Q: What if I forget my Password?
A: At any time, you may click on the Forgot Password link located on the login page and we will immediately email your password information to the email address you have listed under the Options button. During business hours you may also call our Support phone number, send us an e-mail, or click on the Forgot Password link. After you receive your current password information from us, you will be required to create a new password the next time you log in. For your protection, if your account is already "locked out" due to 3 invalid password attempts or an invalid answer to a challenge question, you will need to contact our Support department at (866) 270-7100 to receive your Password.
Q: What happens if I do not access my Online Banking account for several months?
A: If you do not access the system at least once during a 120 day period your Online Banking account will be automatically deleted and re-enrollment will be required.
Q: Who should I contact if I need to change my mailing address and/or email address?
A: To change your mailing address, you should contact a Customer Service Representative at your local bank office. To change your email address, you can click on the Options button and then click on Change Email Address.
Q: Can I transfer funds from CDs and IRA accounts to my checking and savings accounts?
A: No, you can only transfer between your checking and savings accounts.
Q: Can I transfer funds from my checking or savings accounts to make a loan payment?
A: Yes, as long as the loan was set up in the same state (i.e. GA, TN, or NC) as your checking or savings account.
Q: Will I be able to transfer money from my Home Equity loan to my checking or savings account?
A: Yes, you will be able to transfer money from your Home Equity loan to checking or savings as long as the loan was set up in the same state (i.e. GA, TN, or NC) as your checking or savings account.
Q: Can I advance funds from a Line of Credit loan?
A: No. You must receive approval to receive an advance on a line of credit which cannot be given over the Internet.
Q: What is the cut-off time for a transaction to be posted on the same day's business?
A: If you perform an Express Transfer by 5:00 pm, that transfer will process in that day's business. A Regular Scheduled Transfer will be processed one day later.
Q: Can I export financial information to Quicken or MS Money?
A: Yes, there is an Export function in the Transactions Menu to allow exporting to these programs. We offer export/import capabilities for Quicken (QIF), Quicken 2003 or later (QFX), and MS Money (OFX) as well as Comma Separated Files (CSV).
Q: How long is my account history available?
A: Checking accounts for up to 60 days
Savings accounts for up to 120 days
CDs for up to the life of the CD
IRAs for up to the life of the IRA
Loans for up to the life of the loan.
Q: Can I print a statement further back than the Current or Previous Statement?
A: Yes. You can access up to four months of statements through the Documents button.
Q: When trying to review my statements under Documents, I received an error message "The plugin did not initialize properly." I then received an error message "The plugin was found, but an error in the plugin has occurred."
A: To view statements you are required to have Adobe Acrobat installed. If you have Adobe Acrobat installed and still cannot view your statement, try to reinstall Adobe Acrobat. To download the program, go to
www.adobe.com. Select the option to download Adobe Reader.
Q: What is the time frame for viewing the check images?
A: The images will be available for current and previous month statements.
Q: Are bill payments debited from my account when the transaction is sent or when the biller receives it?
A: A payment submitted through Bill Payment will not be deducted from your account until the biller has deposited it. If the payment is an electronic one, the payment will be deducted on the indicated Due Date.
Q: Will I be able to pay my bills with my Home Equity loan or Line of Credit?
A: No. You will only be able to pay bills through a checking account.
Q: What do I need to do if I have two (2) checking accounts and I would like to pay bills from both of them?
A: Please contact our Support department at (866) 270-7100 to be set up to pay bills from multiple checking accounts.
Q: How can I cancel a recurring payment or recurring transfer?
A: From the Transfer or Payment list, select the Delete button beside the transfer or payment you would like to cancel. This will remove the transaction. If you would like to add the transfer or payment back to the system, you will need to reenter the transaction.
Q: How can I stop a bill payment that I have submitted?
A: You can stop a Bill Payment through the Payment Activity link if the View, Change, or Delete option is still available. If it is not, you should call us at 1-800-854-9359 within 24 hours after the payment has been submitted. If the payment was sent as a regular paper check you will have to contact your local bank to request a stop. You can find out how the payment is sent by clicking on the View link under payment activity. There will be a $35.00 charge per stop payment.
Q: If I close a checking account that is set up for Bill Payment and open a new checking account, will my bills automatically be debited from the new checking account?
A: No. You must contact our Support department at (866) 270-7100 to change the checking account that your bills are paid from.
Q: What do I need to do if I close my checking account and it is set up for Bill Payment?
A: You should verify there are no recurring payments set up that may automatically try to pay against this closed account. Please contact our Support department at (866) 270-7100 if you have any questions.