Personal Online Banking: Frequently Asked Questions

How do I sign up for Alliance eBanking & Alliance eBillPay?
It’s easy. Just complete an eBanking application or stop by and return to your closest at Carolina Alliance Bank office.

Is there a fee for Alliance eBanking & Alliance eBillPay?
Carolina Alliance Bank Alliance eBanking and Alliance eBillPay is free. You may make up to 15 bill payments per month for free. Additional payments are just $0.50 each. Contact Carolina Alliance for more detailed information.

What transactions can I perform through Alliance eBanking and Alliance eBillPay?

  • Obtain current account balances
  • View images of your checks
  • Check deposits made to your account
  • Review ATM and Visa Debit Card purchases
  • Check to confirm automatic payments have been made
  • Review your account history
  • Obtain statement transaction detail on your accounts
  • Obtain interest rate information
  • Transfer funds between selected accounts
  • Set up recurring transfers between your eligible accounts
  • Transfer funds from your deposit accounts to make payments to your loan accounts
  • Place stop payments on checks drawn on your checking account(s)
  • Make payments to any person or business in the United States from your Carolina Alliance checking account(s)
  • Set up recurring payments to any person or business in the United States from your Carolina Alliance checking account(s)

Which accounts will I be able to access with Alliance eBanking?
Most customers will have access to all of their Carolina Alliance accounts. However, certain transactions may not be available for all of your accounts.

Will I have 24-hour access to my accounts?
Yes, Alliance eBanking is available 24 hours a day for your convenience.

Is the Internet safe to transmit my banking information?
Carolina Alliance uses 128-bit encryption Secure Socket Layer 3.0 (SSL) for all communications making it secure and safe.

Can other people access my financial information?
Both your Access ID and password are required to access your accounts through Alliance eBanking. That is why we suggest you keep your Access ID and password confidential and in a secure location.

Who can I call for additional help with online banking & bill pay?
During normal business hours call your local office (phone number are listed on the left-hand side of this page). Or, you can email us at operations@carolinaalliancebank.com.

I'm trying to enroll in online banking. What is my security question and answer?
We will ask you your security question if you call a branch to inquire about your online banking account. We recommend using a question like your mother's maiden name.

What is my Access ID?
Your Access ID is your social security number without dashes (for example, 123456789).

What happens if I forget my password?
If you forget your password, go to the login screen and click on “Forgot Your Password.” Type in your Access ID and your password will be automatically emailed to the email address we have on file for you.

How do I change my password?
Upon logging into online banking, click on Options > Change Password at the top left corner of your screen. Here you will have the ability to change your password. Passwords must be between 6 to 12 characters in length and must contain at least one letter and one number. Passwords are also case sensitive. The new password will take effect immediately.

How do I change the email address you have on file for me?
Log into online banking and click on Options > Change Email Address in the upper left corner of the screen. Keeping your email address up-to-date is very important; password reminders are sent to this email address, when requested.

I am having trouble logging on. What might be the problem?
Your password is case sensitive. Make sure Caps Lock is off and try again. If you are still having a problem or have forgotten your password, click on Forgot Your Password on the login screen. Type in your Access ID and your password will be automatically emailed to the email address we have on file for you.

How do I access online banking?
Click on Online Banking > Personal Login. Type in your Access ID and password. You will be prompted to change your password upon your initial login. Your new password must be between 6 - 12 characters long and contain at least one letter and one number. Passwords are case sensitive. You can change your password through the Online Banking at any time, and occasional password changes are recommended.

What do I need to get started with online banking?
Your browser is an important part of the overall security measures designed to protect your online banking transactions. Please consult the information below to make sure you are using supported browser/system requirements.

  • 56K Modem (40kbs)
  • Monitor set to 800 X 600 (16 bit)
  • Pentium II, 233MHz
  • AOL, WebTV, Earthlink & Compuserve dial-up users should minimize their connection window and launch a supported Internet browser (i.e. Internet Explorer) from the Start button.
  • Cookies enabled
  • JavaScript enabled
  • At least one account with Carolina Alliance

How frequently is my account information updated?
Alliance eBanking operates in "real time." In most cases, that means your account is immediately updated as you perform transactions online.

Do funds transfers happen in "real time"?
Funds transfers occur either on the date of entry, on the following business day or on a specified date entered, depending on when you transmit the transfer instructions. Important note: if a funds transfer is requested after 5:45 pm, the transfer will appear in your records the next business day.

Why can't I transfer money in or out of one of my accounts?
Some bank accounts do not support transfers. For example, transfers may not be made from loan accounts. Contact us for more information about this topic.

Can I stop a payment on a check after it has been processed for payment?
No, once the check has been processed from your account you cannot place a stop payment on the specified check. If the check is still outstanding (not processed), a stop payment can be placed. Stop pays will be processed the same day as long as they are received before 6 p.m. EST. There is a $34.00 fee that will be automatically assessed to your account.

Can I use Alliance eBanking with Quicken 2007 and Quickbooks 2007?
Yes. You must own Quicken or Quickbooks software in order to download your transaction history in the correct file format.

What happens if I have problems loading a downloaded file to a software application such as MS Excel®, MS Money®, Quicken® or another software application?
First and foremost, make sure the file downloaded is in the correct format desired. Second, try downloading a second time, in case the first file was somehow corrupted during the download. Lastly, if the second download attempt still cannot be correctly viewed, please review the software application informational booklet or contact your software application manufacturer for assistance. Our online banking download capability uses the latest software versions, so please review the software version you have. You may have to update your software. Most software manufacturers have a "help" feature available on their respective web sites.

Can I pay bills online?
Yes. With Alliance eBillPay service, you can make payments to any person or business in the United States from your Carolina Alliance account(s). Payments will be made by debiting your account and remitting the funds to the designated payee, either electronically or by check.

How do I get started with Alliance eBillPay?
If this is the first time you have used Alliance eBillPay, we suggest that you assemble your most recent invoices from the companies that you want to pay. Before you can begin making bill payments to a payee online, you must create a list of people or companies you want to pay.

Log into your online banking account and select the account you would like to pay your bills from (i.e. checking). Click on Bill Payments and the bill payment screen will open in another window (you may want to temporarily disable your browser’s pop-up blocker).

Simply click on Payee Setup > Add Payee and enter the name and billing address of the company or individual you wish to pay and your Payee Account Number (your account number at that company) and click Submit. You can continue to enter payees using the same steps to build your own personal payee list. Once the information is entered, it’s saved and you don’t need to set the payees up again.

How much is Alliance eBillPay?
Alliance eBillPay is free to personal customers.

How long does it take for a bill payment to reach my payee?
Each bill payment made Alliance eBillPay will be processed either by check or by electronic funds transfer. Delivery could take several days, although electronic payments tend to arrive faster. We recommend that you always schedule your payments at least seven (7) business days ahead of the date they are due to insure that the payment arrives in time.

Should I schedule the payment on the date the payment is actually due?
No. You need to allow seven (7) business days for the payment to reach your payee, so enter a date seven (7) business days before the actual due date. Be sure to take into account that, although you can schedule a payment at any time, payments are actually initiated (sent to the payee) only on business days.

When are the funds for bill payments actually deducted from my account?
Online bill payments are deducted from your account on the scheduled date. If the scheduled payment date falls on a non-business day, the payment will be deducted from your account on the previous business day.

When and how are my bill payments made and how can I be sure that my payee receives my payment on the due date?
When you schedule an online bill payment, the payment amount will be debited from your account and sent to your payee electronically or by paper check, depending on how the merchant can accept your payment. If your merchant can only accept a paper check, it will be sent to the payee via regular mail.

To insure timely receipt of your payment by the payee on the due date, payments should be scheduled seven (7) business days before the due date.

Why does it take a few days to process bill payments?
Although a number of payees accept payments electronically, many do not. For those that do not accept electronic payments, we must send a check to that payee through the U.S. Mail. Once it is received by the payee, it may also take a day or so for that payee to process the check and post it to your account. Even for electronic payments, it may take two or three days for your payment to be posted. By allowing a few days for processing and delivery, we can guarantee that your bills are paid on time.

Can I set up recurring bill payments online?
Yes. You can schedule recurring payments to be automatically made on a weekly, semi-monthly, and monthly basis.

Can I delete a scheduled bill payment?
Yes, if you have scheduled a future or recurring payment, but the payment date has not yet arrived, you may use the online bill pay service to delete the payment.


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