Online Banking FAQs

1. What is eBanking?

eBanking encompasses Charter Oak’s new suite of 24/7 online products. It includes our Online Banking service, eDocuments (receiving your statements and tax form securely electronically), Mobile Banking apps, Mobile Deposit , allowing you to deposit checks wherever you are whenever you want, and Bill Pay, a convenient alternative to the traditional way of paying bills.

2. How do I log in to Online Banking?

Look for the Online Banking box on our home page at CharterOak.org in the upper right corner of the page.

Once there, type in your user name and hit the “LOGIN” button. The first time you log in, you’ll be prompted to accept the new Security Agreement, select a new Watermark for enhanced security purposes and be asked to select three security questions and answers.

In addition, user names must begin with an alpha character and be a minimum of 8 characters and a maximum of 12 characters.

Passwords must be a minimum of 8 characters and a maximum of 10 characters and must include at least one non-alpha character.

If your user name is longer than 12 characters, it will be shortened to the first 12 characters. If your password is longer than 10 characters, it too, will be shortened to the first 10 characters.

If you want to change your user name and password, you can do so within Online Banking or simply call our Contact Center at 860.446.8085.

3. Can I transfer to other accounts?

What information will I need from the member whose account I want to transfer into? You will need the member’s account number, the share or loan ID# and the first three letters of their last name.

How will they know that I made this transfer to their account? On your transaction history it will link the member’s name and account number to the withdrawal, while your name and account number will be linked to the deposit in their transaction history.

4. Is there a cost for Online Banking?

Absolutely not. It’s a free service, although if you use our new Alert functions, keep in mind that there may be costs associated with your smartphone or web-enabled phone provider.

5. What kinds of devices will work with Online Banking?

When you sign up for Charter Oak’s free Online Banking, you will access a new range of services – all from any Internet-enabled device. That includes your computer, your tablet or any mobile-enabled device that offers a secure Internet connection. Online Banking also works with cell phones that may have smaller screens, as long as they can access the Internet.

6. What are some of the features with Online Banking?

Online Banking offers a host of features. You will be able to:

Customize what you see on the screen using the “My View” tab. You can turn on the tools you want, and shut off the tools you’ll never use. It can become your new default page, displaying in a snapshot all of the information you need to know in one screen.

You will be able to download transaction information into financial management tools such as Quicken and Quickbooks.

Bill Pay is integrated in Online Banking and accessed from within the same dashboard, allowing you to toggle back and forth between the two screens without opening a new browser session.

Now available … Mobile Banking Apps for Android and Apple phones and iPads, too!

7. Will I have access to my loan account through Online Banking?

You will be able to view your current loan balance, past history (except on Mortgages), as well as the payment due date and amount due. You will also have the option to make a transfer from one of your Charter Oak accounts to process your payment.

8. Will Charter Oak credit card info be viewable and payable with Online Banking?

Yes. Information for your Charter Oak Visa credit card will be available, and you will be able to see your current balance along with your available credit line, payment due date and payment amount. You’ll also be able to make an electronic payment via Bill Pay, which you can access through Online Banking without the need to log into another site. Detailed transaction history, and same-day payments can be accessed through our eZCardinfo.com site.

9. What if I receive a Service Failure message?

If you receive a Service Failure message you have been locked out of your Online Banking account. Please call our Contact Center at 860.446.8085 or 800.962.3237 for assistance. We can be reached Monday through Wednesday from 8 a.m. to 5 p.m., Thursday and Friday, from 8 a.m. to 6 p.m. and Saturday from 9 a.m. to 1 p.m.