Digital Banking FAQ
We've Gathered Some Frequently Asked Questions
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Will my login credentials remain the same for the new system?
Usernames: You will use the Username that you established for Internet Banking in our previous system, unless you received specific communication that your username must be changed. Some characters are not permitted, and the maximum character count is 25.
Passwords: For security reasons, you will need to re-establish a password. Follow the instructions that were sent to you via email and standard mail to complete this process. Please note that not all special characters are accepted. Please click “Show Rules” when you reestablish your password to ensure the password you choose will be accepted.
Has the login process for Internet Banking changed?
No. Once you set up your new password, you can log in right from our website homepage as you do now. The only difference is that you will now be prompted to complete a two-factor authentication process as opposed to the challenge questions you had previously established.
What is this two-factor authentication?
Two-factor authentication is an additional layer of security that uses a verification code that only a specific user has access to.
Will I be asked for a verification code each time I login to Internet Banking?
If you want to be remembered each time you log in, click the “Don’t ask for codes again on this computer” box that appears on the verification code screen. Note: Never select this option when using a public or shared computer.
Can I receive the two factor verification code via email?
No. The code will be delivered via text message or by voice to a mobile or landline phone.
What happens if I have limited text messaging or I do not have a mobile device?
You can choose to receive a phone call, or you can download the Authy App to your phone or computer.
I entered my telephone number for the verification code. Why am I not receiving the phone call or text message with the code?
The last two digits of the phone number you entered will appear on your screen; please ensure these numbers are correct. If they are and you still do not receive the verification code, please contact our Customer Care Center.
Has the login process for Mobile Banking changed?
Yes, but for the better! You will use the same username and password that you use for Internet Banking, but you may now use Touch or Face ID on enabled devices.
The password I would like to use doesn’t work!
Check to make sure you are not using a character that is not permitted, such as the # symbol. You’ll find a list of password rules by clicking “Show Rules” when you set it up for the first time.
Do I need to sign out of the new Online Banking platform?
Yes; the sign out option is located at the top right of screen where you see the arrow next to your name.
How do I sign out of Mobile Banking?
You are signed out automatically when you exit the app or lock your device. There is no need to manually log out. You will need to be re-authenticated each time you visit the app.
Will my alerts work in the new Online Banking?
Any alerts established in the previous system will not transfer to the new system. You may reestablish balance and transaction alerts in the new system beginning on June 3. When using our mobile app, you’ll need to enable notifications in order to receive alerts. Simply click on the account you wish to set an alert for, and select Manage Alerts.
I only see one balance – is it my Available or Current Balance?
The balance that displays is your available balance. To view your current balance, click on the “i“ under the balance within the account.
Some of my accounts no longer have the nicknames I gave them in the previous system – why?
You may need to re-establish some account nicknames. If your account nickname was over 20 characters long or contained a special character, it will need to be reestablished.
To change your account nicknames, go to Settings, and click on “Tompkins Trust Company” under “Accounts.” From there, select “Rename” for the accounts you wish to assign nicknames.
Why do I see accounts that I didn’t see in the previous system?
You may have accounts connected to your profile that were suppressed from your view in the previous system. These accounts will be viewable at the time of the upgrade.
To suppress any of your accounts, click on the account you wish to suppress, select Settings, and turn off the button next to “Show in app.”
How do I print my account activity?
After selecting an account from the dashboard, click the printer icon at the top of the Activity menu bar. If you would like to print a specific date range:
1. Click on the spyglass icon in the Activity bar
2. Click “Search and Sorting Options” and enter the date range
3. Click the Print icon.
2. Click “Search and Sorting Options” and enter the date range
3. Click the Print icon.
Will all of my accounts be viewable when I log into the new Internet Banking?
Yes, they will appear in the Accounts section of the dashboard. On a computer, they will be listed in groups of four. If you have more than four accounts, click View All.
On your mobile device, one account will show at a time. Simply swipe the account to the left, or use the arrow pointing to the right to view additional accounts.
Why can’t I see some accounts that I had access to view and/or deposit to?
The new online banking system will only allow those accounts that you have full access to.
You need to be a primary or secondary owner, power of attorney or custodian on the account. Some external accounts may not be converted. Upon conversion, please verify your accounts. You must have an owner relationship in order for an account to be connected to your profile.
How much account transaction history will be available?
You will initially have access to up to 120 days of transaction history for all account types. History will accumulate more account data going forward. If you require history prior to February 2019, please be sure to download it prior to 5/31. . Estatements prior to 120 days will still be available for your reference in the Documents section of the new system.
How do I use the “organize accounts” feature to see my accounts in a certain order?
From your computer: Click the three dots in the Accounts section, and then select “Organize Accounts.” You’ll see a list of all of your accounts with dots to the left of each one. To move an account, click on the dots and drag the account to the order in which you would like for it to appear. Once completed, click “Done” and you will be routed back to the dashboard of the main page.
From a mobile device: Click the up and down arrows in the Accounts section. You’ll see a list of all of your accounts with three lines to the right of each one. To move an account, select and hold the lines, and drag the account to the order in which you would like for it to appear. Once completed, click “Done” and you will be routed back to the dashboard of the main page.
I don’t recognize some transactions in the Activity section.
On the home screen (your Dashboard), the transaction list includes transactions from all of your accounts. You may view transactions for specific accounts by clicking the account name.
I used to have accounts connected to my profile that I could transfer money to, but now I don’t see them.
You must have an owner relationship for an account to be connected to your profile. However, you may now use the Pay A Person feature to pay an individual without knowing their account number. All you need to know is the payee’s mobile number and email address. Payments up to $500 per transaction and $1,000 per business day can be made through this service. To create a P2P payment, simply click on the “Pay a Person” option from a computer, or from a mobile device, click on “Pay”, select the “+” sign in the top right corner, enter your password and select Person.
Will my Bill Pay payees and scheduled payments still be available?
Yes, all of your Bill Pay payees and scheduled payments will be available to you just as they are in the existing online banking. Simply click “Manage Payments.”
Is there a limit to how many Bill Pay payees I can add?
There are no limitations to the number of payees that can be added to your payee list.
When should I use Pay a Bill in the Move Money section?
If you are already enrolled in Bill Pay and have established payees, you will see your existing companies in the Pay a Bill section.
I need to send money to someone whose account I do not have access to – what’s the best way to do this?
Use the Pay A Person feature: this feature allows you to pay an individual without knowing their account number. All you need to know is the payee’s mobile number and email address. Payments up to $500 per transaction and $1,000 per business day can be made through this service. To create a P2P payment, simply click on the “Pay a Person” option from a computer, or from a mobile device, click on “Pay”, select the “+” sign in the top right corner, enter your password and select Person.
How do I set up a new individual payee in online or mobile?
Use the Pay A Person feature: this feature allows you to pay an individual without knowing their account number. All you need to know is the payee’s mobile number and email address. Payments up to $500 per transaction and $1,000 per business day can be made through this service. To create a P2P payment, simply click on the “Pay a Person” option from a computer, or from a mobile device, click on “Pay”, select the “+” sign in the top right corner, enter your password and select Person.
Will I need to reestablish my bank to bank transfers?
Yes, we are not able to convert your recurring or future dated external transfers. Therefore, you will need to reestablish those transfers in the new program. However, if the transfer is to a loan account, you will need to establish it in Bill Pay.
Please note: you must have an owner relationship on an account in order for it to be connected to your profile. If you do not have an owner relationship, you may use the Pay A Person feature.
Will I need to reestablish my internal recurring or future dated transfers?
If your transfers do not fit the new system’s transfer options, then you will need to reestablish those transfers.
How do I set up a recurring transfer between my accounts at Tompkins?
From a computer: Click Make a Transfer in the Move money section or Transfers on the Dashboard.
From a mobile device: Select an account, and tap Transfer.
Why can I now see automatic transfers set up that were created in branch/outside of digital banking?
The new system will display all recurring transfers, regardless of whether they were created in digital banking or at a branch.
Are scheduled transfer options the same as they were in the old system?
Some of these frequency options may be different than what you’re used to. Be sure to log into the new system and choose a new transfer frequency that works for you.
Why are my recurring and future dated internal transfers not appearing in my accounts in the morning like they used to?
The new system processes transfers in the evening each business day.
How do I set up a transfer to my account at another bank?
From a computer: Select Make a Transfer in the Move money or Transfers section. At the bottom of the screen, select the option to Add Account, and enter the necessary information after entering your password.
From a mobile device: Select the plus (+) icon in the Accounts section, and select the option for Make External Transfers. You will then be able to add the account information after entering your password.
You will be required to verify the external account by obtaining the amounts of the two small deposits. You will need to enter these amounts by going to Settings and selecting External Transfers.
Can I establish an end date for a recurring transfer?
No, end dates cannot be established for recurring transfers.
Is the external account transfer fee the same?
Yes, but it will now be charged at the time of the transfer rather than at the end of the month.
When I transfer funds from my external account, how long will my funds be held before they are accessible?
In most cases, your Tompkins account will be credited and your external account will be debited the next business day.
Where can I see my scheduled transfers?
Scheduled transfers are located in “Scheduled Activities” within each individual account. Or, to view all scheduled activity, select Transfer from your dashboard or from the main menu by clicking the three horizontal lines in the top left of the app.
How do I cancel a scheduled transfer?
If you created the transfer using the digital banking system, select the transfer, and click Cancel. If the transfer was not created in our digital banking system, please contact our Customer Care Center.
How does the new feature of Connecting to an Institution work?
Connecting to an institution allows you to view your account information at other participating financial institutions. Not all banks participate, so if your bank is not in the top 25 pick list you can try entering your bank name in the search field. If your bank participates, it will ask you to enter the login credentials you use for that bank. If the bank does not participate, you will receive a message stating, “We don’t recognize this institution.”
How I can I view my e-Statements?
e-Statements are available in the Documents section within each individual account.
Will I still be able to view past e-Statements?
Yes, all estatements that you have access to today will be accessible in the new system.
Why do I get a blank screen when I try to access my e-Statements?
If you are using Internet Explorer, try using a different browser such as Chrome, Firefox, Microsoft Edge or Safari.
Can I place a stop payment online?
Yes, but only for check items. If you need to place a stop payment on a pre-authorized (ACH) electronic transaction or debit card transaction, you will need to contact our Customer Care Center.
Where do I find the stop payment option in Internet Banking?
Select the account for which you wish to place the stop payment, then click the Stop Payments option located on the right side of the screen. This option is currently not available on mobile devices.
To perform user level activities, click the drop down in the upper right hand corner by your name and select Settings.
This allows you to update profile information, change user name, password or two factor authentication. It’s also another way to get to other services and external transfers.
Profile – Allows you to edit your address, email address, and phone numbers
Security – Allows you to update your username, password and two factor authentication
Bank Name – Allows you to access the account level services
External Transfers – Allows you to add or delete external transfers
Security – Allows you to update your username, password and two factor authentication
Bank Name – Allows you to access the account level services
External Transfers – Allows you to add or delete external transfers