Online FAQs

Business Online Banking FAQs

What is Business Online Banking? Is there a fee?

Business Online Banking is a real-time online system that allows our business clients a secure and convenient way to access their StellarOne Bank accounts via the Internet. Business Online Banking, the basic solution, is free for clients with limited banking needs. For clients whose online needs require processing payroll electronically or sending domestic wires our standard solution, Business eSolutions may better suit your needs. To learn more about each package, click here. Please refer to the Business and Commercial Services Pricing Schedule for online package pricing.

Do I have to register to use Business Online?

Yes, a simple one-time application is required to sign up for Business Online Banking. If you would like to enroll in Business Online Banking, please visit your local StellarOne Bank location. Once the completed application is received by the Bank, we will issue a Company ID and Password, along with your Individual User ID and Password. Your first log in to your Business Online Banking account will require you to change the system-generated Company Password as well as your Individual Password to a password of your choice. The Company ID and Password will be shared by any users of your Business Online Banking account.

If you are interested in enrolling in Business eSolutions, please contact us at 888.785.5271 for further information. Our Client Contact Center is available Monday through Friday, 7 am to 7 pm, and on Saturdays from 8 am to 1 pm.

How do I use Business Online Banking?

After you enter the Company ID and Password and your Individual User ID and Password, you will be shown a list of your company's account and balances on the Account Summary page. If you want more detail, or want to carry out a transaction, just select the function from the pull down menu for the respective account. Any additional pages will have action buttons that lead you through your transactions. Anytime you need additional assistance please call us at 888.785.5271. Our Client Contact Center is available Monday through Friday, 7 am to 7 pm, and on Saturdays from 8 am to 1 pm.

What do I need to access Business Online Banking?

You will need a connection to the Internet, 128-bit encryption; for PCs, Microsoft Internet Explorer, Firefox; and for Macs, Safari.

What if all my accounts do not appear on the account list?

You must be a signer on the appropriate deposit resolution with the appropriate authority to have an account added to your company's account list. If an account falls in this category and is not shown on the listing, simply call the Client Contact Center at 888.785.5271 to have it added. Our Client Contact Center is available Monday through Friday, 7 am to 7 pm and on Saturdays from 8 am to 1 pm.

What if I enter the wrong Company User ID or Password?

For security purposes, three consecutive invalid sign-on attempts will lock all company users out of the system for 24 hours. If you are locked out, please contact the Client Contact Center at 888.785.5271; upon proper identification of the company administrator, the Company Password will be reset. Our Client Contact Center is available Monday through Friday, 7 am to 7 pm and on Saturdays from 8 am to 1 pm.

What if I enter the wrong Individual User ID or Password?

For security purposes, three consecutive invalid sign-on attempts will lock only you out of the system for 24 hours. All other company users will be able to access Business Online Banking. If you are locked out, please contact the Client Contact Center at 888.785.5271; upon proper identification of the company administrator, the password will be reset. Our Client Contact Center is available Monday through Friday, 7 am to 7 pm and on Saturdays from 8 am to 1 pm.

What if I forgot my password?

We do not have access passwords, once they have been changed. However, a Client Contact Center Associate can reset the Company Password or your Individual Password, and then you can change them to your own preferred password. Just give us a call at 888.785.5271. Our Client Contact Center is available Monday through Friday, 7 am to 7 pm and on Saturdays from 8 am to 1 pm.

Remember to share the new Company Password with all users if it is changed.

Why doesn't my Business Online Banking password work?

There could be several reasons. You may be entering the wrong password. You could also be temporarily locked out of Business Online Banking. You are allowed three login attempts. On the third attempt, if invalid, your Business Online Banking account is locked for security reasons. In addition, if no one at the company has logged in to Business Online Banking in the past 90 days, users are locked out of the system. If you are locked out, please call 888.785.5271. Our Client Contact Center is available Monday through Friday, 7 am to 7 pm and on Saturdays from 8 am to 1 pm.

Can I add additional users to my company's Business Online Banking account?

Yes. Additional users can be added under the Cash Management tab. Each user will be required to use the Company ID and Password with their individual User ID and Password assigned during the set up process.

Can I pay my employees through Business Online Banking?

Yes. However, you will need to sign additional documentation prior to permissions being granted. Additional fees will apply. Refer to the Business and Commercial Services Pricing Schedule.

On a normal business day, how late can the company make an internal funds transfer?

All internal transfers requested before 6:00 pm ET will be processed that day. Any transfers after that time will post the next business day.

How current is the information on Business Online Banking?

The information displayed in Business Online Banking is real time information. Transactions will post to your company account as they occur. The available balance in your company's checking account will change throughout the day based on the activity.

Are there limits on the number of online transfers?

Yes, depending on the type of account. Some accounts, such as checking accounts, have no limits on the number of transfers a client can make. However, savings accounts and money market accounts by federal regulation are allowed no more than six electronic transfers per month.

What does the downloading feature do?

The download option allows you to download your company's transactions into QuickBooks.

How many snapshot summary statements can I see online?

You will be able to access and print your current transaction since the last statement as well as the statement dates shown on the Statement screen. The statement file will begin to build from the date the company signs up for Business Online Banking.

What if I get an error message?

If you get an error message please make a note of the message, the error number and the time. Then simply give us a call at 888.785.5271 and we will make every effort to resolve the issue as quickly as possible. Our Client Contact Center is available Monday through Friday, 7 am to 7 pm and on Saturdays from 8 am to 1 pm.

What can I do to keep my company's information secure?

There are several things you can do to protect your company Identification and passwords:

  • Do not use an obvious number or other accessible information for the Business Online Banking passwords
  • Ensure no one is watching when you enter your Individual Business Online Banking ID and Password
  • Try to memorize your Company and Individual Business Online Banking IDs and Passwords rather than writing them down
  • If you record your Company and Individual Business Online Banking ID and Passwords, store the document in a secure place
  • Do not share your Individual Business Online Baking ID and Password with others
  • Report any unusual activity immediately
  • Do not give your company information to anyone requesting it over the phone unless you have initiated the call
  • Always log off of the system

Who do I contact if I have a problem with Business Online Banking?

If you have a problem with Business Online Banking, call the Client Contact Center at 888.785.5271. Our Client Contact Center is available Monday through Friday, 7 am to 7 pm and on Saturdays from 8 am to 1 pm.

eStatements

How do I enroll in eStatements (electronic statements and notices)?

Log into Business Online Banking and click the eDocuments tab at the top of the page. Follow the easy steps on the enrollment page, and then click Enroll Now. Electronic statements, and other electronic documents, are securely housed within your company's Business Online Banking account for 365 days after initial enrollment; statements and documents may also be downloaded to your computer for longer storage life.

Can I choose to add someone else outside of the company to review eStatements?

Yes. Under the eDocuments tab click Additional Recipients. You will need to have the recipient's email address handy. You will provide them a Username and an Account PIN so they can access the company's statements.

I need to update the email address where my company eStatement notification emails are sent. Where can I do that?

Under the eDocuments tab, click Email Setting. You can change your email address or your security phrase if you choose. When finished be sure to click Save Setting to save your changes.

Bill Pay

How do I enroll in Bill Pay?

Log into your Business Online Banking account and click the Bill Pay tab at the top of the page. Be sure your popup blocker is turned off. Follow the easy enrollment instructions to get started.

Can other company users enroll in Bill Pay?

Yes. Once enrolled in Bill Pay, all users will have access to your company's online bill pay information.

Where can I find more information about StellarOne's Bill Pay service?

If you are currently a StellarOne Business Online Banking user, log in and click the Bill Pay tab at the top of the page, and then click Help in the upper right corner of the page. If you are not currently a StellarOne Business Online Banking user, click here to learn more or stop by your local StellarOne Bank location to enroll today!

eAlerts

How can I set up eAlerts (electronic alerts) for my company accounts?

eAlerts is a great way to keep on top of your company's finances - you can set up event alerts, balance alerts, check alerts or personal alerts. Log in to your Business Online Banking account, click the My Details tap at the top of the page, and then click eAlerts. You can then select the eAlerts types you would like to set up and enter the specific details. Remember to click Submit to save.

Does each user need to set up their own eAlerts?

Yes. With the exception of ACH and Wire eAlerts, all other alerts are user specific. ACH and Wire eAlerts are tied to ACH and Wire user permissions and cannot be turned off.

Mobile Banking

How do I enroll in Mobile Banking? How do I get the StellarOne Apps?

Click here to download our FREE Mobile Banking App from Apple iTunes App Store and Android Play Store for the Android, or access StellarOne Mobile Banking on any smart phone by going to www.stellaronemobile.com

What features are available through Mobile Banking?

For the accounts you selected to access through Mobile Banking, you have the ability to:

  • Access transaction details, including current and available balance, and the date and dollar amount of each transaction
  • View recent account activity with a Mobile Snapshot Statement
  • View check images from a smart phone
  • Transfer funds quickly and easily between accounts using a mobile device
  • Access Bill Pay to view your payment history, check scheduled payments and set up bill payments
  • Use the Locations function to see a list of all of the ATM and bank locations available
  • Find lobby and drive through hours for all bank locations

Can I submit my company's payroll or wire funds through Mobile Banking?

No, ACH and Wire services are not available through Mobile Banking.