Online & Mobile Banking - Frequently Asked 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 some information. 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: 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: 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: 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.
Mobile Check Deposits
Q: What is Mobile Check Deposit?
A. It is a fast, easy and secure way to deposit checks to your BankRI account using your mobile device.
Q. What type of mobile device must I have to use Mobile Check Deposit?
A. All iPhone®, iPad® and Android™ mobile devices.*
Q: What accounts are eligible?
- Endorse your check. Please include “For Mobile Deposit Only” under your signature.
- Select "Deposit checks" from the Menu or use the "Deposit" icon from your homepage dashboard.
- Select “Deposit a Check.”
- Enter the dollar amount of the check. Press Continue.
- Select the account you want the check deposited to.
- Place your check on a brightly lit, plain, flat surface. Position the check within the guides provided by the app.
- Take a picture of the front of the check by tapping the screen to capture the image.
- If the image is clear and meets all of the requirements, select “Continue.” If not, select “Retake” and try again.
- Repeat the process for the back of the check.
- Verify the details of your deposit: that the amount of the deposit is correct, the correct account is selected and thumbnail images of both the front and back of the check are displayed.
- Once you have verified that your deposit information is correct, select “Submit” at the bottom of the screen. Once complete, a confirmation will be displayed. You will then be sent an email once your deposit is received.
Q: Is it possible to schedule recurring payments?
A: Yes. You can schedule weekly, semi-monthly and monthly recurring payments.
Q: When I add a new payee to bill pay account, or change my account number, how quickly will the change take place?
A: When you update the information for the bill payment account, the changes are implemented immediately.
Q: Can I use electronic bill payment with all my accounts?
A: No, only checking accounts can be used for bill payment purposes.
Q: When can I start using electronic bill payment?
A: You can begin using bill pay as soon as you have logged in to Online Banking for the first time.
Q: When is bill payment available?
A: You can schedule payments 24 hours a day, seven days a week.
Q: How do I add new payees?
A: You can add payees by accessing the Payee section of Bill Pay. New payees will be added to the payee list immediately.
Q: Can bill payment be used when I am out of the country?
A: Bill payment provides you with peace of mind when you are traveling for an extended period of time. All you need is access to the Internet with a secure browser and you can pay your bills while out of the country. Payees must be located within the 50 United States and Territories.
Q: Who can be paid using the bill payment system?
A: Anyone in the 50 United States and territories who can accept a check can be paid using the bill payment system. You can pay practically anyone- charge accounts, utilities, auto loans, professionals, even a lawn service or a relative. However, tax payments (such as federal, state and local) and court directed payments (such as alimony and child support) cannot be processed through our online bill payment system.
Q: Can I pay my bills on the weekend?
A: You can set up your payments during the weekend. However, the system will prohibit you from scheduling a single payment and the first of a recurring payment on the same weekend. When scheduling payments on a weekend, the first day for which you can schedule payments (single or recurring) is the first business day following the weekend.
Q: If I schedule multiple bill payments for a single day, how will my account be debited- as a lump sum or separately?
A: Each bill payment is debited separately.
Q: How is my account debited?
A: Your account is debited via ACH.
Q: What is ACH?
A: Automated Clearing House is a funds transfer system which provides for the interbank clearing of electronic entries for participating financial institutions.
Q: Are all my payments made by ACH?
A: No. In some cases - often when paying an individual - a payee may not be able to accept ACH payments. In such cases the Bill Pay system creates a paper check that is mailed to your payee. When a paper check is mailed, your account is debited for the amount of the check when the check is deposited by your payee.
Q: If I make an error in selecting an electronic payee and it results in a late fee, am I responsible for the charges?
A: If you select an electronic payee with an address that is different from that indicated on the payment coupon, then you are responsible for the late fee. You always have the option to manually enter a different address for a payee.
Q: How do I place a 'stop payment' on a bill payment?
A: A payment may changed or deleted anytime before 3:00 PM the business day on which it is paid. Payments that have been processed cannot be stopped.
eStatements and Online Tax Forms
Q. What are eStatements?
A. eStatements and online tax forms are a service that allows you to view your monthly statements and year-end tax forms from Online Banking. The online versions replace the mailed, paper versions and are:
- Environmentally Friendly
- Easily Accessible
Tell me more about e-Statements
Q. How do I begin receiving eStatements?
A. In order to receive eStatements you need to be enrolled and active in our Online Banking service. Log into Online or Mobile Banking, choose one of your accounts, then select "Documents" from the menu. Select "Sign Up/Changes" and provide the requested information and accept the agreement. You will receive a confirmation email from us notifying you that your enrollment has been completed. Then, when the statement is ready, you'll receive a courtesy email letting you know that your eStatement is available for viewing. To access your statement, log into Online or Mobile Banking, choose the appropriate account and select "Documents" from the menu.
Q. How long will it take to set up my eStatement service?
A. You will begin receiving your eStatements the next time you are scheduled to receive your paper statement.
Q. Will I continue to receive paper statements once my eStatement service is set up?
A. No, once you have completed the enrollment process for eStatements, paper statements are no longer produced for your account(s).
Q. What accounts are eligible for eStatements?
A. All your Online Banking deposit accounts (with the exception of Certificates of Deposits) are available as soon as you enroll for eStatements. If you wish to receive a paper statement for some accounts contact us via secure email or call us at (866) 422-6574 to make a change.
Q. How do I access my eStatements?
A. You will receive a courtesy email letting you know that your eStatement is ready and available for viewing. To access your statement, go to our website (bankri.com), log on to Online Banking, click on the eStatements tab and select the appropriate account.
Q. How do I view my eStatements?
A. After you click on the account statement you want to view, a list of your current and past statements displayed. Simply click on "View" to display your statement. If you need a PDF viewer, you will see a window asking whether you would like to download a file or save it to a file on your computer. Cancel the window and install Adobe Acrobat Reader to view your statement. To install a free PDF viewer, go to the Adobe website and follow the instructions to download and install Adobe Acrobat Reader.
Q. How long will my eStatements be available?
A. Your eStatements are available for 24 rolling months from the date you sign up.
Q. How do I print my eStatements?
A. If you have a printer, you can print your eStatements documents directly from your browser.
Q. Can I save my statement and PDF attachment on my computer or other storage device?
A. Yes, in fact, we recommend that you save your monthly statements on either your computer or a disk so you can easily retrieve them in the future. To save a copy of your electronic statement, open the pdf statement, choose "File" then "Save As" and specify where you want the document saved on your storage device..
Q. What if I cannot access my eStatements?
A. If you have any problems accessing your eStatements, contact our Customer Support Center at 1-866-422-6574 .
Q. What if I don't receive an eStatement notification when expected?
A. We monitor the eStatement delivery system for any possible delivery issues so that your eStatement service is not interrupted. If you do not receive your eStatement when it is normally sent, please check to be sure your email mailbox is not full and that your email address has not changed. You should also make sure that the email address we use to send your eStatement notifications does not block certain emails as SPAM or "Junk Mail."
Q. How do I change my email address, and email delivery options?
A. It is very important that we have a current email address for you so that we can continue to notify you when your statements are ready and keep you updated about important product information. To change your email information, log in to Online or Mobile Banking, select "Documents" from the menu and choose "Email Settings."
Q. What if I change my mind and want to go back to paper statements?
A. You can cancel your eStatements delivery at any time. To do so, log in to Online Banking and select "Documents" from the menu. Then select "Sign Up/Changes." To cancel your estatements simply uncheck the box next to the account for which you no longer want eStatements. Or, you may write to us at Bank Rhode Island, eStatements, P.O. Box 9488, Providence, RI 02940-9488, call our Customer Service Center at 1-866- 422-6574 or send us a message through your Online Banking account.
Tell me more about online year-end tax forms
Q. How do I begin receiving 1098 and 1099 tax forms?
A. You must opt-in through Online Banking by going to the eStatements tab and following the same directions as for choosing eStatements.
Q. Is there a deadline to opt-in for online tax forms?
A. You must opt-in by December 27th of the tax year being reported. If you opt-in after this date, you will receive that year's tax forms via U.S. Mail and online forms for the following tax year.