How do I enroll in EBSB Online?
Via the Web: Follow the instructions for self enrollment or via the web: First, read the "Terms and Conditions" disclosures. Then complete the Internet Banking application right here on www.ebsb.com. After you've printed the application, simply sign it and return to us by dropping it off, fax to us at (978) 977-2880 or mail to:

How will I access EBSB Online once I enroll?
Go to www.ebsb.com and click on the EBSB Online logo. You will be brought to the special banking section of our Web site where you will enter your Username and Password. IF you did not already chose your own and the bank sent one to you, will be instructed to choose a new password. An explanation of how to choose your new password will be on the screen. For added security, you should change your password on a regular basis.

Set Up and Maintenance of EBSB Online

Where do I get help with EBSB Online if I need it?
When you sign up as an EBSB Online customer, you will have access to the EBSB Online 24-hour Customer Support line - (800) 524-7912. This support is available 7 days per week, 365 days per year to make your online banking experience as smooth and convenient as possible. If your phone line is busy with your computer, online help is available throughout EBSB Online.

What happens if I forget my password?
In the event that your password is forgotten, you should call the EBSB Online Customer Support line at (800) 524-7912, or during regular business hours at (800) 657-3272. For security reasons, EBSB is unable to provide your current or new password over the phone, but will mail a new password to your primary address.

Is EBSB Online a secure way to do my banking?
Yes. EBSB Online utilizes several types of technology to ensure the security of your banking information. Your transaction history remains securely behind a series of firewalls designed to protect that information from outside access. For detailed information regarding our security process, refer to the Security details below.

How can I email EBSB regarding my EBSB Online account?
While you are using EBSB Online, you can contact us via email by clicking message center and choose contact us. You may also e:mail us directly at ebsbonline@ebsb.com.

If I change my email address, how should I notify the bank?
Email is a vital communication link between you and the bank. You should notify us immediately if your email address changes. This can be done by stopping into one of our branches. You may also request that we mail the required form to you by contacting us via telephone, fax or email.

What if my accounts at EBSB change?
Any change in your account information is important and should be communicated to us. When you open an account and want to access it online, you should request that it be added to your EBSB Online accounts. If you close an account, you should also notify us to ensure that it is removed from your EBSB Online information.

What if I cannot access EBSB Online on my computer?
Our 24-hour Customer Support line is ready to help. Call 1-800-524-7912 and a representative will assist you with any technical issues that may be causing difficulties.

Using EBSB Online

Can I customize the account descriptions to make them easier to remember?
Each screen has a "help" button. CLick on it and it will explain. Click on ACCOUNT, Choose account preferences, change name in account description.

Can I use EBSB Online to transfer funds?
Yes. You may transfer funds between qualifying accounts. Funds may be transferred to and from checking, money market and statement savings accounts. You may also use EBSB Online to transfer money to pay your loan.

What is the minimum amount I can pay via Electronic Bill Pay?
With EBSB Online, you can pays as small as $10.00.

How does Online Bill Pay work?
Online Bill Pay is a service that allows you to set up bill payments to businesses and individuals. Once you enter a payment instruction in the system, the request is submitted to Bill Payment Services (9:00 p.m. EST, Monday through Friday). The following business day, your payment is sent electronically or by check and the funds are deducted from your funding account.

If I enroll for bill payment today, when will I be able to schedule and make bill payments?
Bill pay enrollment is an overnight process. A batch process runs at night to display the user's account or payment method used for making payments. Until that is complete, the end user cannot initiate any payments because the "payment method" drop-down list will not have any selections to choose from. The same day-delay overnight process will apply when an end-user adds additional accounts to be used for bill payment.

Can I use Online Bill Pay from outside the United States?
Yes, as long as your bank account is in the United States, Guam, Puerto Rico, or the U.S. Virgin Islands.

Which accounts can I use to pay bills?
Demand Deposit Accounts (Checking / NOW), and Money Market accounts are the only type of accounts you can use to pay bills. NOTE: Use of money market accounts has limitations. Please refer to the account agreement disclosure.

How do I change a funding account?
If the funding account has pending payments, you should select a new funding account for the bill payments before changing the current funding account. You MUST have at least one account set up as the bill payment account in Account Preferences at any given time.

How long is bill payment history kept?
Bill payment history is kept for a minimum of 90 days.

Can I set up a payee in another country?
Online bill payments may only be made to a United States payee (which includes Guam, Puerto Rico, U.S. Virgin Islands, and international U.S. military bases) in United States dollars.

Do I need to contact my payees to tell them I am using a bill payment service?
No. Your payees do not need to do anything different to process online bill payments. Online Bill Pay uses the ACH electronic network or a paper check with your payment information clearly indicated.

How do I add a payee (merchant/vendor)?
Use the Payee Search function within the product to find and add your new payee. If the new payee is not listed, simply select Manually Enter Payees and enter the required information.

How long does it take to setup a new payee in Online Bill Pay?
Once the new payee is entered, you can use the payee immediately.

How do I know if a payee will receive payments electronically or via paper check?
When you conduct a Payee Search, electronic payees are indicated by a message under Payee Name that the payee "Provides EPayments". Also, when a bill payment is made electronically, a little "e" is displayed on the "Make Payment" screen. If only the payee's name appears under Payee Name, that payee currently accepts only paper check payments, and a picture of a check is displayed.

Can I make multiple payments to the same payee on the same day?
Yes, you can make multiple payments to the same payee on the same day as long as the payment amounts are different. For your protection, the system will not pay duplicate items for the same payee on the same day.

How do I change a payee's name and address?
To change any payee from the Payee Summary list, click the pencil icon under the Edit column to make necessary changes. The only fields that may be changed are AMOUNT, ACCOUNT NUMBER, and PAYMENT STATUS. For any other changes, delete the payee and re-add it with the correct information.

How do I delete a payee?
Cancel all scheduled payments for the payee by accessing the Pending Payments screen and clicking the scissors icon under the Edit column. Then, select the payee you want to delete by clicking on the scissors icon.

What does the payee receive with my payment?
Your payee will receive either an ACH electronic payment or a paper check. In either case, the payment is appended with the information that you have provided, such as your name and account number with the payee, so the payee can properly credit your payment.

When should I set up my payments to make sure they are paid on time?
Minimum payment "lead times" will be provided based on whether the payee accepts electronic payment (designated by an "e" symbol) or paper check payment (designated by a paper check symbol). Payments to electronic payees should be scheduled a minimum of 3 days before the payment due date. For paper check payments, payments should be scheduled a minimum of 5 days before payment due date.

Are there any payments that I cannot make using Online Bill Pay?
Payments cannot be made in foreign currency or to international payees. For payments to U. S. government agencies, Online Bill Pay has limited ability to research any issues that may arise due to the government's strict adherence to the Consumer Privacy Act. Online Bill Pay will not be responsible for any late fees or penalties that may be incurred by these types of payments.

How far in advance can I schedule payments?
You may schedule a one-time future payment up to 364 days in advance.

How late in the day can I enter, edit, or delete a payment?
Cut off time is 9:00 p.m. EST. Any new bill payments entered by that time will be accepted for processing that day, unless they are future dated, in which case they will remain in the pending queue until 9:00 pm EST on that date. Payments entered after this cutoff will be processed on the next business day.

Will bill payment activity that I perform today reflect "real time" in my bill payment reporting function?
Bill payment reporting is not "real time." Activity reports do not reflect bill payment activity until the day following the activity.

How often does the payment processor make payments?
Payments are processed Monday through Friday excluding holidays.

Can I make changes to an already scheduled payment?
If the payment is still pending, changes can be made. However, once the payment has been transmitted, you can no longer make changes to or delete payments.

When can I cancel a payment?
You can cancel or modify your payment online at any time before the cutoff time of 9:00 p.m. EST on the payment transaction date.

What date do I put in the TRANSMIT DATE field?
For a future dated payment this should be the date that you want your payment to be transmitted. This is the date the payment is extracted for processing.

Can I place a stop payment on a bill payment that I have already set up?
You yourself cannot place a stop payment on a bill payment. If the payment has been processed and is a paper check that has not yet cleared, you may contact the Customer Care Center bill payment support area at 1-800-524-7912, and they can place a stop payment on it for you.

What if my payee says that they have not received my payment?
Contact the Customer Care Center bill payment support center at 1-800-524-7912, who will research your payment.

Can I get a copy of a canceled check?
Contact the Customer Care Center bill payment support center at 1-800-524-7912, to request a copy of a bill payment check. A fee may apply.

EBSB is concerned about the security and integrity of the data provided through EBSB Online. Because of this concern, we have established a partnership with Metavante Corporation to provide a secure system for conducting your banking transactions. We use several different technologies to ensure that your information remains secure.

Firewalls
A firewall is a computer that is used to determine who has access to areas of a computer network. It also logs and tracks each transaction made or attempted. The firewall takes a customer's request and puts it in a holding pattern while it performs several functions to verify the authenticity of the user.

Vault Servers
The Vault Server is designed to be a barrier between the outside world and the system where account information is stored. It uses a public key cryptography system (a complex coding system) to allow a customer to create an "encrypted tunnel" between the customer's computer and the Vault Server. The algorithm implemented has been used by government and corporate systems for years without failure.

Usernames & Passwords
Once the customer connects to the Vault Server, he/she is asked to authenticate the session by entering a Username and Password. When a customer first enrolls in EBSB Online, we will provide him/her with a password, but he/she is encouraged to change that upon first usage. The customer has five chances to successfully attempt to log in before the system locks his/her account.

Passwords are case sensitive.

Database Server
A customer can request information about his/her account and perform various functions after he/she has logged in to EBSB Online. The Vault Server protects these processes against any form of outside intervention. For additional security, the Vault Server communicates with a Database Server that resides behind the Vault Server and is connected via a private network. This is done to prevent eavesdropping on the network. The Database Server is restricted to identified sources only, preventing access by unauthorized users inside or outside of the network.