Are you having trouble enrolling in or accessing your Bank of Orrick Online Banking account? Take a look at the following Frequently Asked Questions and see if they answer your question. If not, please call our Help Desk at 816-770-3311 Monday-Friday 8 a.m.-4 p.m.; Saturday 8 a.m.-noon, excluding holidays, or send us an email at email@example.com
What is Mobile Banking?
Mobile Banking is electronic banking designed to work with mobile devices such as cell phones, smartphones and tablets.
How is it different than Online Banking?
Online Banking is designed to work with a desktop or laptop, PC or Apple. Mobile Banking works well on a mobile phone or tablet device.
Is Online Banking required to be a Mobile Banking user?
Yes. The products are very different but they are integrated, and use the same access credentials.
Is Mobile Banking secure?
Yes. The Mobile Browser option requires a URL unique to each user as well as your Online Banking password. The Bank of Orrick App requires you to login with your Online Banking Username the first time you use it, but will always require you to use your Online Banking password each time you login to the app. All options require enrollment through Online Banking and are tied to your mobile phone number.
Is there a fee for Mobile Banking?
No. Mobile Banking is a free service but message and data rates from your mobile provider may apply.
Does Mobile Banking allow me to do everything I can do with Online Banking?
Mobile Banking incorporates the most frequently used functions including balance inquiry, transaction history, transfer, Mobile Deposit and Bill Pay . Certain functions including image retrieval, scheduled transfers or setting up new Bill Pay payees will need to be done through Online Banking on a PC.
Will Mobile Banking work with most types of mobile devices?
Yes it does. There is a separate The Bank of Orrick Mobile App for Tablet that will also have to be downloaded and installed on your tablet device. Visit www.bankoforrick.com to download the correct app for your tablet device or visit your mobile device app store.
Most of the Mobile Banking options will work with any mobile device. Only a smartphone will work with all three Mobile Banking options
How do I enroll?
After you have successfully downloaded the app, enter your online banking credentials.
How do I make a change to my Mobile Banking options?
To make any changes to your mobile banking options, you will log into Online Banking from a desktop or laptop PC. From there, you will go to the "Service" link and click on "Mobility”. There are several options available for Mobile Banking including adding a phone; having the mobile browser link resent to you via text; register for additional Mobile Banking options.
Can I reset my password from my mobile device if I forgot my password?
No. You must reset your password through online banking.
Who do I contact for assistance?
Our Help Desk staff would be happy to answer any of your questions. They are available from 8:00 am to 4:00 pm Monday through Friday; 8:00 am – noon on Saturday, excluding holidays, at 816-770-3311 or you can email the staff at firstname.lastname@example.org.
Can I deposit checks using my smartphone or tablet?
Yes. Mobile deposits are available with The Bank of Orrick’s mobile app using Android smartphones and Apple devices with rear-facing cameras.1
1Not all devices may be supported.
Is there a fee to use mobile check deposit?
No. There is not a fee for the service, however, mobile carrier fees may apply.
What are my daily deposit limits?
For consumer accounts: $100 in any one check, and $100 in any one Business Day, deposit limits are subject to change from time to time. Please contact the bank to see if you qualify for larger limits.
Will I have any funds available immediately after depositing a check?
No, funds may be available within two business days. Longer holds may apply in some cases (please refer to your Disclosure Agreement.) We do, however, review each item and may return the check if there are issues with the deposit. Examples of this may include checks returned for insufficient funds in the check writer’s account, post-dated or stale-dated checks, or checks ineligible for the service.
What happens if I attempt to deposit a check that is non-eligible for mobile deposit, like an international check?
The Bank of Orrick will reject the deposit, and you will be required to bring the check into the bank.
What happens if I accidentally deposit the same check twice?
To prevent this oversight from happening, always write “deposited” on the face of checks you have submitted and validated were deposited. If a check is deposited a second time, we will deduct the funds from your account equal to the duplicate deposit amount. The Bank of Orrick reserves the right to remove you from the mobile deposit service if duplicate deposit attempts occur.
How many days of check deposit history can I see?
How long should I keep my deposited checks?
You should confirm your check has been deposited, and then destroy the check after 30 days.
Why am I not able to access mobile deposit?
You must have an account that qualifies for mobile deposit and also be a customer for a minimum of two business days. Please contact the bank to request an application form. We will send this form to you via your preferred method of communication. Once you have completed the form you return it to the bank and if your account qualifies you will be notified when you can begin to utilize this product.
1Not all devices may be supported.
What are tips for taking a good photo of your check?
What are items that are ineligible to be deposited?
What is Online Banking?
Online Banking provides access to your account information at The Bank of Orrick anytime, anywhere you have access to a personal computer, laptop, internet, or even a mobile device. Online Banking is available 24 hours a day, seven days a week.
How do I enroll for Online Banking?
Anyone with an account at The Bank of Orrick may enroll for Online Banking. Simply select the "Enroll" link from the top of this page. Select "Personal Use," and then complete the first time user information and click submit. We will contact you to verify your enrollment request. Once verified we will send you system generated user ID and passwords via separate mailings. On your first log in you will be prompted to create a new unique user ID and password. Next you will establish Enhanced Security for Multi-factor authentication which is in the form of three challenge questions that will be used to identify you on your computer. After you agree to the Terms and Conditions of Online Banking, you will be able to view your accounts online. You will receive an electronic banking disclosure via mail after enrolling.
Is there a charge for Online Banking?
No. Online Banking is FREE. You may incur text or data charges from your mobile provider. If you choose to use the Bill Payment feature, there may be a charge for those transactions. Visit the Bill Pay page for more information.
My e-mail address has changed from when I enrolled, how can I change it?
You may change your e-mail address at any time by clicking "Service" on the left side of the Online Banking screen. Then click on “change info” then scroll to the bottom of the page and click on submit to complete the change.
Do I have other options regarding the layout of my Online Banking screen?
Yes. Once you have logged onto Online Banking you may change your "default screen" by clicking the "Service" link on the left side of your screen. Then you will click on “change info” and change the default screen option. There are several options available and they can be changed at any time.
I am having problems logging on the first time, what could be wrong?
Make sure you are using the Username and Password that the bank initially sent you. Once you log in with the provided credentials you will be prompted to create your own username and password. Usernames and Passwords are case sensitive, so if the Username you chose is in capital letters, you need to use capital letters to log in as well. If you still cannot get logged on, call the Bank at 816-770-3311.
What are the Username and Password requirements?
A Username must be at least 6 characters. The characters may be letters or numbers or a combination. Letters may be upper or lower case, however Usernames are case sensitive, so remember exactly how you typed it upon setting it up. Passwords must be at least 10 characters and must contain at least one upper case letter, one lower case letter, one special character and two numbers.
What is Enhanced Security?
Enhanced Security is a multi-layered authentication method of protecting your identity. After the initial enrollment login process, your login credentials will go through an access process that begins when you type in your correct Username and Password. The next step is checking the device you are using. If the system does not recognize the device, you may be asked to complete a Security Challenge question to ensure your identity. There is also a geographical indicator. If you are trying to log in from a new location, you may be asked an additional question.
What should I consider a personal or public computer?
A public computer is a computer you do not normally use and is frequented by other people such as an internet cafe, library, etc. A personal computer would be your home computer or even a work computer if it is not shared with other people on a regular basis.
How many computers may I register as a personal computer?
You may register up to 99 personal computers.
I have registered my computer as a personal computer; however each time I log in, I am prompted to answer a challenge question. Why is this happening?
If your browser cookies have been deleted, our system can no longer recognize your computer as a registered computer. Some browsers such as Firefox, delete cookies automatically upon exiting. This is a setting that can be changed. If you need assistance in doing so, please contact the Bank at 816-770-3311.
What if I forget my Username or Password?
If you forget your Username or Password, call the Bank at 816-770-3311 to have it reset. The Bank is available Monday-Friday 8 a.m.-4 p.m. and Saturday 8 a.m.-noon, excluding holidays.
Do Passwords ever expire?
Yes. Passwords will expire every 182 days. After you change the system produced Password the first time you log on, you will not be required to change your Password until you are prompted to do so on 182 day intervals.
Can I change my Username?
You may call the Help Desk at 816-770-3311 to change your Username.
Can I change my Password?
Yes. You may change your Password online after the 91 day lockin period by selecting "service" from the Online Banking screen and then selecting "Change Password."
What happens if I don't log off the system?
Once you have logged onto Online Banking, you have begun an "active session." If you walk away during the course of an active session, someone else can use your computer to perform transactions involving your accounts. It is similar to walking away from an ATM machine while your card is still in the machine. For your security, Online Banking will automatically end your active session if there is not activity on your computer for 10 minutes. However, to eliminate any exposure, it is always better for you to end the active session by selecting "Log Off" when you are finished or close your browser window.
Will any browser work for Online Banking?
Online Banking is compatible with the following browsers:
Can I use the back and forward arrows on my browser?
Yes. You may use the "Back" and "Forward" arrows found on most browsers if you are on a registered computer. If you are on a public computer, you must use the navigation buttons within Online Banking.
How do I know if my banking session is encrypted?
You can tell you are in a secure site and your information is being encrypted if you see a closed pad lock in your browser window. If the pad lock is locked, you are in a secure site. If it is not, you are not in a secure website.
What is the bank doing to keep my account information safe and secure?
The Bank of Orrick has worked to create the safest possible online environment for our customers and employees. We have addressed several areas of security including:
What is encryption?
The translation of data into secret code. Encryption is the most effective way to achieve data security. To read an encrypted file, you must have access to a secret key or password that enables you to decrypt it.
What can I do to protect my accounts and personal information?
The Bank of Orrick takes numerous steps to keep your accounts and personal information secure, but you also must maintain the security of your own banking information. Here is what you can do:
If you feel your computer has been infected, do not log on to Online Banking until you have had a professional determine it is safe to use.
What should I do if I feel my Username or Password may have been compromised?
If you feel your Username has been compromised, immediately call our Bank at 816-770-3311 to have it changed.
Why is it important to select "Log Off" when I finish using Online Banking or when I walk away from my computer?
Once you have logged on to Online Banking, you have begun an "active session." If you walk away during the course of an active session, someone else can use your computer to perform transactions involving your accounts. It is similar to walking away from an ATM machine while your card is still in the machine. For your security, Online Banking will automatically end your active session if there is not activity on your computer for 10 minutes. However, to eliminate any exposure, it is always better for you to end the active session by selecting "Log Off" when you are finished or close your browser window.
Security concerns me, what are my rights if an unauthorized person would access my account?
Federal regulations protect you from unauthorized electronic transactions. These regulations not only protect you when you are in Online Banking, but when you are using credit cards, ATM cards, and ACH. In most cases, you will not be responsible for unauthorized activity on your account. To find out more details about your rights and responsibilities contact the Bank at 816-770-3311 or stop by in person.
I enrolled using my spouse's name and social security number. Our accounts are joint, why won't the Help Desk reset the log in codes for me?
Online Banking allows logged in users to see account information for every account that user's name is connected to. Not all accounts for all married couples are joint. Even if they are all joint today, that does not mean that one of the spouses may open an individual account tomorrow. Banks are under very strict regulations regarding privacy. If a spouse would walk into the bank and ask for account information on an individual account of the other spouse, the bank is not allowed to provide that information. For that very reason, Online Banking accounts will not be reset for anyone other than the owner of the social security number of which the account is enrolled. It is recommended that all customers enroll themselves using their own name and social security number.
What type of accounts can I transfer funds between?
You may transfer funds between any accounts in which you are an owner on both accounts. You may not advance funds from an operating loan or line of credit unless the line of credit is a Home Equity Loan.
How do I transfer funds?
You may easily transfer funds between accounts by selecting "Transfer" within Online Banking.
When will my transfer take place?
A transfer request made before 7:00 p.m. Central Time on any business day will be made that day. Transfers made after 7:00 p.m. Central Time will happen on the following business day.
Are there limits on the number of transfers I can make?
The system will allow you to make as many transfers as you like. However, government regulations do not allow more than six electronic withdrawals (including transfers) from a savings account, MMIA account, per statement cycle. If you exceed this number you will be notified by mail.
When I make a transfer, can I see it immediately on my account statement?
If a transfer is made, you can see the transfer within a few minutes.
Can a transfer be established to occur in the future or on a recurring basis?
Yes, a transfer can be setup to occur on a future date. Transfers can also be set up to recur automatically daily, weekly, monthly, end of month, bi-monthly, quarterly, semi-annually, annually, or on demand.
Can a transfer be edited or deleted?
Edits and deletions can be made by selecting the pending or reoccurring transfer from the right side of the screen.
If a recurring transfer falls on a weekend or holiday, when will the transfer occur?On the business day prior to the holiday or weekend.
Can I transfer funds into another person's account from my account?
You may electronically transfer funds into another person's account if you are an owner on both accounts. This is for security reasons. However, if you are not an owner on the other person's account, you may use the Bill Pay feature to send money to this person. This would result in a check being mailed directly to them. You may also come into the bank to deposit funds in another account holder's account. The other option is using Popmoney. Popmoney is a product in which an email alert or text message is sent to the recipient notifying them that money is available to them from you. They have to login and create an account, but then the money will be directly deposited into their account. A small fee is charged for Popmoney.
I have an account at another bank, can I transfer funds to that account?
No. With Online Banking you may only transfer funds between your accounts at The Bank of Orrick. However, you could use Popmoney to send funds from your account at The Bank of Orrick to your account at another bank. By using the Bill Pay method a paper check would be mailed by us to your other bank for them to deposit directly into your account. This could take 5-7 business days. Popmoney does have a small fee involved; however, the transaction takes place within one business day of the transfer.
Which types of accounts can I access using Online Banking?
You will be able to access any checking, savings, certificate of deposit or loan (including Home Equity) account of which you are an owner.
Why don't I see all of my accounts listed?
Only accounts in which you are an owner of are visible when you log on to Online Banking. If you are an owner on another account that you do not see in your account list when you log on, please contact the Bank at 816-770-3311.
How can I distinguish between accounts?
You may assign "nicknames" to your accounts by selecting “selection” from the left side menu.
Is it possible to make a certain account unavailable in Online Banking?
Yes, it is possible to completely restrict an account from electronic banking or to make it "inquiry only." If this is done, it will not be accessible by any owner of that account in Online Banking. An example of when a customer may want to do this is for custodial accounts in which the parent does not want the minor to be able to access through electronic banking. To discuss this option, please call the Bank at 816-770-3311.
Can I open an account online?
Currently we do not offer online account opening.
For a deposit account, what is "Current Balance?"
Your current balance is your current principle balance. To find interest information, you would need to select the account from the "Accounts" page.
Can I search for a specific transaction?
Yes, you may search for a certain transaction by selecting "History Tab" from the left side menu. You can search by date, type, check number, and amount.
What period is covered in Transaction History?
All transactions going back a minimum of 18 months will be displayed.
Can I view previous statements?
Yes, you may view statements up to 18 months.
Will my images be included with my monthly e-Statement(s)?
Yes. Images are included with e-Statements, It is an exact replica of your printed statement.
What is the recommended method for permanent storage of e-Statements?
This is a personal preference. Some choose to print them and save the paper copy. Others create a folder on their local computer and save them to that folder. If using this method, it is recommended users periodically save the folder of statements to a thumb drive or CD for permanent storage.
Can I issue a stop payment on a check online?
No. You must contact the bank to issue a stop payment.
How can I cancel a stop payment?
You may cancel a stop payment order by contacting the bank.
Can I make an advance on my line of credit?
You may advance funds from a Home Equity account. For all other advances, you would need to contact the bank.
Can I make a regular loan payment?
Yes. You may make payments to any loan you have with The Bank of Orrick. This can be done by simply using the "Transfer" button.
Can I make principal-only loan payments?
Yes. By selecting the "Transfer" button and either doing a one-time or scheduled transfer. During setup select "Principal Only" from the "Payment Type" drop down box.
Can I set up a recurring loan payment?
Yes. Select the "Transfer" button and use the drop down boxes to complete the transfer.
What do I do with my payment coupon if I am making my loan payment through Online Banking?
You may discard your payment coupon(s) if you are utilizing Online Banking to make your payments.
When making a loan payment, is it better to do it by Transfer or Bill Pay?
If you are making a loan payment you have with The Bank of Orrick, you should do it as a transfer. This will give you immediate credit and will result in less paperwork. You can also make a payment to a loan owned by another bank by using Bill Pay or Popmoney.
Bill Payment Questions
How do I enroll for Bill Pay?
The Bill Pay option is available to all Online Banking users. The first time you click on this button, you are automatically enrolled.
What accounts can I use to pay my bills?
You may use any checking account that you are an owner of to pay your bills. If you would like to use an account that is not listed, please call the Bank at 816-770-3311 and they will be happy to add this service for you.
What bills can I pay?
You can use Bill Pay to pay anyone you choose. It does not have to be a company.
How long does it take for the payment to be made?
Since some payments will be electronic and some via paper check, it will depend. There are several merchants which you can make same day payments! When choosing the date for payment, a calendar will pop up. The bold dates are the dates available for payment, with the first bold date being the earliest date.
When and how does the money to pay the bills come out of my account?
The amount of the payment will be deducted from your account on the date you choose the payment to be made. If the payment is electronic, it will come out of your account as an electronic ACH item. If it is a paper check, it will most likely clear your account as any other check you write except the check number will begin with 99xxx.
How do I set up payees and make Bill Payments?
You can click on the "Add a Company or Person" tab to set up your payee(s). This step will only need to be done once. It is extremely important if you are paying a company, such as a credit card or utility company, that you be sure to include the FULL account number you have for that payee. Electronic payments are the quickest and most secure method of payment however; payments cannot be made electronically if this information is missing.
What if I don't have an account number for the payee that I am setting up? What do I enter in the account number field?
You can leave it blank if you do not have one or enter "none." You may also just enter your name. If you do have an account number, it is very important to enter it to ensure proper credit by the vendor. The account number field can hold up to 32 characters.
What are electronic bills or e-bills?
An electronic bill, offered by some companies, enables you to have your bill automatically sent to your bill pay account which will default in the amount and date due which saves you time.
If I have any questions when using Bill Pay, who should I call?
There is a special number to call if you need assistance with Bill Pay. The Bank of Orrick has partnered with CheckFree to provide you with the best Bill Pay service available. The CheckFree experts are dedicated to helping you with your questions and are available from 6 a.m.-midnight, 365 days a year by calling 844-753-7435. You may also call The Bank of Orrick at 816-770-3311, however we do not have the same level of expertise or ability to research transactions as effectively and efficiently as CheckFree.
How will my payment coupon that came with my bill get to the payee?
It doesn't. Your name and the information you provided at the time the payee was set up (such as account number) will be included with the payment. This is sufficient information for proper posting of your payment.
What happens to payments with incomplete or inaccurate information?
Depending on the nature of the missing information, it may result in the delay of you receiving credit on your account. Generally, the payee will contact you or the bank if they have a question on the payment.
What is the cutoff time for Bill Pay?
3:00 p.m. Central Time
How do I know if a payment was sent?
For payments which are made electronically, you will see the debit to your account with a description of the payee on the date of payment. Example "Payment to Discover Card." For payments made by paper check, a check beginning with check number 99xxx will clear your account on or near your requested date for payment.
Can I cancel payments?
You may cancel a payment that has not already been made. You can do this by choosing "Cancel" next to the payment you want to cancel. On the next page that opens, click "Cancel Payment" and then "Finished."
How much will Bill Pay cost?
Bill Pay service is FREE for Bank of Orrick customers.
Will a payment be issued if funds are not available?
Yes. The payment will be issued to the payee, however NSF charges may apply and your payment may be returned if funds are not available. If the payment was a paper check, the return would go back to the merchant in which you were paying. If the payment was an electronic ACH payment, the return will go back to CheckFree and they will contact you directly.
When is the last opportunity to change or cancel a bill payment?
This will depend on the payment. Call the CheckFree Help Line at 844-753-7435 if you are unsure if a payment can be changed or canceled.
What about payment dates that fall on a weekend or holiday?
The payment will be made the following business day.
What are my bill payment responsibilities?
Your Bill Pay responsibilities and the responsibilities of the bank are outlined in the Bill Payment Agreement you received at the time of enrollment. You may review this again by clicking on the "Terms of Service" link at the bottom of the Bill Pay window.
Can Bill Pay be turned off so it is not accessible through my Online Bank account?
How do I cancel my Bill Pay service if I no longer want to use online Bill Pay?
Log in to your Bill Pay account through Online Banking. Next, click on the "Profile" tab, choose "Cancel Service" radio button, then click on "Cancel Service" to complete your cancellation.
What kind of alerts can I set up?
You may set up text and/or email alerts for the following:
Can I have alerts shut off during a specific period of time, i.e. when I sleep?
Yes. From the “Service” tab click on alerts and select the time frame you would like to suspend alerts.
What is CardValet?
CardValet is an easy-to-use tool that helps you manage your finances by controlling how, when and where debit cards are used through the CardValet app. With CardValet, you can turn your card “On” or “Off” and control debit card usage and spending, all through your mobile device.
Does CardValet work for ATM cards?
No. CardValet currently supports debit card transactions.
If I have two cards from different financial institutions that support CardValet; can I register both cards with CardValet?
You must create a unique login account for each financial institution. Each login account is applicable for a single financial institution. In the login page, the logo of the last logged-in financial institution shows.
Can multiple Bank of Orrick cards be linked to one registered CardValet account?
Yes. You can register multiple cards within a single CardValet app. Additional cards can be added within the Menu>Manage Portfolio>Add Card screen.
When loading more than one card on a device, what type of information do I need in order to register each card?
You will need to enter the same level of detail entered for the original card. This information generally includes the: -Card Number -Address -ZIP code -Expiration Date -CVV/CVC Code
If a parent registers a card for a child, what stops the child from changing the controls placed on the card?
Each account holder who registers a card will have access to controls for the card. In many cases, the child will not know about CardValet unless the parent shares the information.
When if I receive a replacement card, will I have to update my cards in the app?
Yes. If your card number, expiration date or security code changes then you must add the card to your profile. In addition, you may hide the old card. Both of these functions are accessible in Manage Portfolio.
What if I am having issues registering and cannot get past the SSN?
Make sure that there are no dashes in the SSN field. If there are, remove them and try again. If you continue to have problems registering, then please contact the Bank at 816-770-3311 for assistance.
Can I re-enroll in CardValet if I previously unsubscribed?
Yes. To re-activate, you must register as a new user. You will be required to select a new user name; if you enter your previous user name an error will display. Upon successful registration, you may once again use CardValet.
Can I unsubscribe from CardValet?
Yes. There are multiple ways that you can unsubscribe from CardValet. You can unsubscribe through the CardValet application via Manage Portfolio. To unsubscribe, uncheck all cards and accounts and tap OK.
How long does the app stay logged in if I do not log out?
The app automatically logs off after 10 minutes of inactivity.
What is included in Spent on card this month?
Spent on card this month displays the total amount that is calculated from the cumulative spending on all managed cards in the month to date. At the end of every month, the system automatically resets the monthly spending amount to zero (0). Deposits and refunds are deducted from the total.
What is included in Spent this month?
Spent this month displays on the back of a specific card, when clicked on, and is the total amount that is calculated from the cumulative spending for that card. At the end of the month, the total resets to zero (0). Deposits and refunds are deducted from the total.
When a card is lost, does the new card number need to be registered manually through the app?
Yes. The new card number must be registered. The replacement card is added to your profile via Menu>Manage Portfolio>Add Card.
How is the lost card number removed?
The old card cannot be removed but you can un-manage the card via Manage Portfolio.
On the Login screen, why is the message Logon Failed. Please enter a valid username or password displaying even though the user is entering the correct password?
Each time you enter an incorrect username or password this message displays. On the third attempt your account is disabled; for security reasons the message continues to display even if you enter the correct username/password. To reset, please contact the Bank at 816-770-3311.
What are the CardValet password requirements?
CardValet passwords must be at least 8 characters in length and must contain at least 1 upper case character, 1 lower case character, 1 number, and 1 special character.
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