Online & Mobile Banking - Frequently Asked Questions

Q: Why am I being asked to enter my email and phone number when logging in?
A:  For added security, the new system uses a secure feature called two-factor authentication, which uses text messages or phone calls to verify it is you logging in. When you first log in, you will be asked to set up your two-factor authentication by entering your email and a phone number.

  • Select if you want to receive your security codes as an automated phone call or a text message.image of verification code screen
  • Enter the verification code that you receive and select Verify.
  • You may check the box on the verification screen if you do not want to enter a code each time you logon.  (See example image.)
  • If you login using a different device or browser, you will be asked to enter a code.  This new feature replaces security questions.

Q: What should I do if I forget my password?
A: If you forget your password, you can reset your login credentials by clicking the "Forgot?" link on the sign on screen and you will be asked to provide your social security number and an active account number.  If you are experience a problem, please contact our Customer Support Center at (866) 422-6574 for assistance.  (Please note that Business Online & Mobile Banking customers cannot use this feature.)

Q: How do I "Sign Out" of Online & Mobile Banking?
A: On your desktop, you can locate the “Sign out” button by clicking on your name/initials in either the upper right hand corner or on the lower left.  On your mobile device, you can locate the “Sign out” button by bringing up your menu (click '≡' in upper left corner) and your “Sign out” button will be at the bottom.

Q: Which browsers can I use to access Online & Mobile Banking?
A:Our Online & Mobile Banking can be used with a secure browser such as Google Chrome, Microsoft Edge, Safari or Firefox. Internet Explorer is no longer supported. If you have questions, please contact our Customer Support Center (866) 422-6574.

Q: How frequently is my Bank Rhode Island account information updated?
A: Your account information is updated every business day with new transactions that were posted to your account the previous business day.

Q: Why am I no longer receiving my balance and transaction alerts?
A: If you had balance and transaction alerts on our previous Online Banking system (prior to 3/16/2021), you will need to reset them in the current Online & Mobile Banking system. (Business Online Banking customers will not need to reset their balance and transaction alerts).

Q: How do I set up balance and transaction alerts?
A: To set up an alert, select your account, and choose “Alert preferences”. Alerts can be set for Balances and Transactions. Choose “+ Add alert” and complete the details. You may choose to receive alerts by text, email, or an in-app message.

Q: How do I change my security preferences?
A: To change your User Name, Password, Passcode, Face/Touch ID or phone number for Two Factor Authentication, go to the Menu and select Settings, then choose Security.

Q: How do I customize my homepage/dashboard to view transactions, payments, transfers, remote deposits, card management, etc.?
A: You can customize your homepage by adding or rearranging the Dashboard Cards as follows:

      • Click/Tap the “…” in the upper right corner of any Dashboard card, OR from the bottom of the screen, click/tap Organize Dashboard
      • Click/Tap and drag the card titles to re-arrange them
      • Click/Tap the “+” icon in the upper right to add more cards, OR choose Add a Card from the bottom of the page

Q: How do I change the order is which my accounts are displayed?
A: Select “Accounts” from your Menu, then click on “Organize Accounts” at the bottom of your screen.

Q: What restrictions apply to transferring funds?
A: Transfers are limited to the available balance within a withdrawal account. Transfers from a savings account or Money Market deposit account are also subject to the transaction limits under Federal Law. For further information, refer to your Deposit Account Agreement.

Q: Who do I call if I need help?
A: You can reach us at (866) 422-6574, stop by one of our branch locations or you may begin a conversation with our Customer Support Center online and on mobile.

For more information, please view the following: