Frequently Asked Questions

Every new experience comes with its fair share of questions. Here’s where you can find the most helpful answers to guide you through your new Seacoast Bank Online Banking experience.

 


Yes. During priority access, the existing Seacoast Bank Online Banking platform and related functionality will be available. However, some functionality can only be accessed in one platform at a time, such as Positive Pay services. During priority access, you are strongly encouraged to conduct your activities in the new Seacoast Bank Online Banking platform to ensure consistency.

 

  • The mobile app, bill pay, and Intuit will not be available during priority access.
  • ACH and Check Positive Pay can only be accessed in one platform.


Yes, any user with “view” rights will be able to enroll in eStatements.

Yes. The Positive Pay experience for both Check and ACH will now be consistent. All items presented for payment will be processed and available for decisioning the following day. There will be no pending status as it exists currently.

 

  • Yes. For Check Positive Pay, the revised cutoff time will be 2:00 p.m.
  • No. For ACH positive pay, there will be no changes to existing cutoff times.

 

  • During Priority Access, if you have forgotten your User ID, please contact Seacoast Bank via e-mail at TMPremierSupport@Seacoastbank.com or by phone at 866.839.7794 Monday-Friday 8:00AM – 6:00PM
  • If you have forgotten your password, please enter your User ID.
    • When prompted for a password click on the Forgot my password link.
    • Select how you would like to receive your one-time Secure Access Code.
    • Enter the code in the box provided and select a new password.


We have multiple training options for you to choose from.


Beginning February 2022, you will only have access to the new Seacoast Bank Online Banking platform.


All customers will transition to the new platform in February 2022.


No, if you were already registered, you will still maintain access. However, you will be asked to setup a new password. When setting up your new password you may choose to use your current or past password if you would like, providing it meets the new password requirements. Reference New Password Requirements for more details.


You can view your credit card account details and statements through the credit card portal here.


Card controls will now be available through your desktop, in addition to mobile and tablet. Establish card controls within the Account Services Menu. Prior selections will not carry over.

 

  • Select the ‘Forgot Login ID’ and follow the instructions.
  • If you have forgotten your password, please enter your User ID.
    • When prompted for a password click on the Forgot my password link.
    • Select how you would like to receive your one-time Secure Access Code.
    • Enter the code in the box provided and select a new password.


Log in to Online Banking and follow the steps below:

  • Under ‘Alerts & Settings’ click on ‘Security Preferences’.
  • Click on the ‘Change Password’ tab.
  • Enter the old password and the new password as noted and click on ‘Change Password’.

 

  • If you choose to register your computer you may not be asked to obtain a Secure Access Code at each log in.
  • If you choose not to register the computer you will be asked to go through the Secure Access Code process each time you log in on this computer. You should NOT register a public computer or a computer that others might use outside of your control.


Yes. If you forget your password and your account is not locked, you can use the ‘Forgot Your Password’ option on the Login page to reset.

  • On the Login page, click or tap ‘Forgot Your Password’?
  • Enter your login IDs and click or tap ‘Submit’.
  • Click or tap one of the contact methods that are on file for you. You will receive a code using the contact method that you select.
  • On the ‘Secure Access Code’ page, enter the code and click or tap ‘Submit’.
  • Enter your new password.
  • Re-enter the password in the Confirm Password field.
  • Click or tap ‘Submit’.


No, it is only a temporary access code. Never enter a secure access code on the login page as a password or as an existing password when instructed to change your password or establish a new password.


Once you have successfully logged into the online banking system, you can update your preferred contacts via the ‘Alerts & Settings’ by selecting the ‘Security Preferences’ menu.

Yes.

No, you do not need a separate User ID and password to log into the Mobile Banking app. The same user ID and password you use to access your Online Banking account can be used to access your account through desktop, tablet and mobile device.


Supported browsers include the current and previous two versions of:

  • Google Chrome (Windows, Mac)
  • Edge (Windows)
  • Firefox (Windows, Mac)
  • Safari (Mac)

Internet Explorer and older versions of the browsers listed above are not supported.

For a full listing of system and browser requirements or to learn how to check and/or update your browser, reference our User Requirements Document.


You cannot complete a first-time logon or register a computer without access to at least one of the listed contacts. If you need immediate access, please contact us. Once we have verified your identity, we can add a new phone number that you can access.


You can remove the registration of a computer/browser by deleting your cookies, or only the cookie related to our online site. Please see your browser help for assistance in deleting cookies.


The Online Activity page contains all transactions initiated via electronic banking but does not include transactions made via other means, like ATM or debit/credit card transactions. This page also shows the status of each electronic transaction as it moves from a drafted status to approved, then processed.

In contrast, the transactions listed on the Account Details page is a record of pending and cleared transactions against your account from all sources, not just electronic banking. Additionally, account history does not include transactions that have been drafted/approved/canceled via electronic banking, but only those that have already cleared or will clear your account the next processing day.


The Online Activity archives all online banking related transactions. This can include – but isn’t limited to – a funds transfer, recurring funds transfers, wires, ACH transactions, and external transfers.

The Account level items are associated with all transactions which align to the account, such as:

  • ATM Debits
  • ATM Credits
  • Transaction at a Branch
  • Checks Deposited (including images)
  • Debits to fund an internal transfer
  • Payroll Deposits


Yes, you will be able to set up alerts for your accounts to be received via secure message, text or email.


Alerts can be sent by text, push notification, email, phone, or secured message within Online Banking. You can also create a ‘notify immediately’ when the event has occurred or establish a specific time of the day for the alert to be delivered. Security Alerts are delivered immediately. In addition, a running list of any pushed alerts will be archived in the Users Message Center.


You can set up alerts for date reminders, posted transaction history, balance notifications, online transactions, and more.


Some security alerts are presented as a default to all users. However, optional alerts are configurable at the user level.


Yes, alerts are account specific and must be established for each account desired.


When subscribed, secure message and email alerts are delivered as an event is triggered. Text message alerts are delivered at the time you select on any day that the alert is triggered.


If you believe you did not receive an alert email, please check your message mailbox under the Messages menu to confirm receipt. If you received your secure message, but not your email, check your Junk email folder first. If your alert is delivered as junk mail, configure your junk mail settings to allow email from our email address. If there is no an alert in your online secure mailbox, it was not sent. Confirm that the alert is enabled. If you still believe you did not receive an alert, please contact us at 866.839.5869, Mon – Fri 7am – 10pm, Sat 8:30am – 5pm.


You will have the option to set up security alerts on your account. We will send notifications to let you know when certain security events happen. By default, you may already have some alerts selected that you may not be able to turn off. If you enter multiple delivery channels (email, phone, and/or text if applicable), you will get the same alert in all selected channels.


Yes, security alerts are event driven and are sent in real time when the event occurs; therefore, these alerts cannot be scheduled.


Yes. Images have a retention of 18 months regardless of image type or method of deposit.


Yes, the app will prompt you to take a picture of both the front and back of your check. As in any deposit, you will need to endorse the back of the check.


When you submit the check, the app will review your submission. If the picture is not clear enough, you will receive an error message. You will need to re-enter the information and re-capture the images (front and back) to submit the deposit again.


The app will tell you that the deposit was submitted. However, that doesn't mean that the deposit is complete. The check may be rejected based on limit, quality of image, or other reasons dependent upon the situation. You should hold on to the check until you see it posted on your statement. If for any reason your check is returned from the processing bank, we will send you an electronic representation of the original check you initially deposited for verification.


Yes.


To initiate an online stop payment, go to the ‘Account Service’ tab and select ‘Stop Payment’.


You need to be enrolled in Seacoast Bank Online Banking in order to take advantage of the Text Banking features.

To enroll in Text Banking:

  • Navigate to the ‘Account Services’ menu and then select ‘Text Banking’ option.
  • Enter the SMS text number and agree to the Terms by checking the box.
  • Once complete, click ‘Save’.


Yes, once you have enrolled your number for the Text Banking feature from within online banking, you will be able to request balances through your mobile device.


Initially you will be able to view 6 months of transaction history, overtime this will increase to 18 months. If enrolled in eStatements you will be able to retrieve up to 7 years of statements.


Yes, you have the option to go paperless, opting-out of paper statements, and receive convenient online statements instead. Statement Delivery Preferences must be set prior to launching Statements for the first time.


The Process Date is in the past, the transaction is already in processed status or the user does not have cancel rights.

 

  • Go to the ‘Online Activity’ option under the ‘Money Movement’ menu.
  • Locate the transaction that needs to be cancelled
  • Click the ‘Cancel’ option located within the ‘Actions’ option on the right side of the screen.


Yes, under ‘Money Management’ select ‘Transfer’. You’ll have the ability to initiate a one-time or recurring transfer. Transfers can be made to either a Seacoast Bank account or to an external account, once that account has been set up and verified.


Yes, simply select the transaction in question, then the three dots to the right and finally ’Ask a question’. This will create a secure message with all of the pertinent details for a Seacoast associate to research.


Yes. Please use the following steps:

  • Go to ‘Online Activity’ under the ‘Money Movement’ menu and locate the recurring transfer.
  • Select the ‘Edit’ option to modify the transfer.
  • Make the desired change to the new transaction and submit.

 

  • Search for the transaction in the ‘Online Activity’ option under the ‘Money Movement’ menu.
  • Check and confirm whether the transaction is in ‘Drafted’ status. If it is, the transaction was never approved by the user.


Yes. Personal banking customers can transfer money between a Seacoast Bank checking and savings accounts and accounts you may have at other financial institutions. To learn more about transferring funds to your account at another financial institution, click ‘Manage External Accounts’ from the ‘Money Movement’ menu.


Yes, recurring transactions may be edited the same as one-time funds transfers. You can also cancel individual occurrences of the transaction under the ‘Money Management’ select the ‘Online Activity’ menu.


The same features and functions available with the online application, are available within the mobile app.


The mobile application requires your mobile service provider’s data and/or text plan. Message and data rates may apply. There are no additional fees assessed by Seacoast for downloading the app to your device or using the app.


Here are some general best practices for banking on your mobile device:

  • To prevent viruses or other unwanted problems, do not open attachments from unknown or untrustworthy sources.
  • Do not install pirated software or software from unknown sources.
  • Limit unauthorized access to your cell phone. Do not leave your mobile phone unattended during an open mobile banking session.
  • Never save your User ID and Password in the mobile phone, in memos, or anywhere on your device.
  • Be aware of the potential for fraudulent Mobile Banking apps.


Most Android and Apple devices. Reference the User Requirements Document for a full listing of supported devices.


For iOS users, if you have the Seacoast Bank Mobile App on your phone, it will automatically convert at launch. If you do not have the app, you can download it from the Apple App Store.

For Android users, you will need to install the new app from the Google Play Store, even if you have the current app installed on your device.


The following mobile/devices are supported:

  • iOS phone
  • Android phone
  • iOS tablet
  • Android tablet
  • Apple watch

Reference the User Requirements Document for full details.


Yes, there is an available link for every account titled ‘Ask about account’ within online banking. Navigate to this link by clicking on the account in question on the Home screen. The link will appear in blue on the top right-hand corner of the screen. This feature also exists at the transaction level.


Yes, by clicking on the account on the Home page, this will bring you into the ‘Account Details’ page. The ‘Export’ option is located on the right side of the screen. The following export formats are available:

  • Spreadsheet XLS
  • Spreadsheet CSV
  • Microsoft LFX
  • Quicken QFX
  • Quickbooks QBO


We’ve created step-by-step instructional videos to guide you on the use of some of the most popular features and functions. Links for the videos are listed in the menu within Seacoast Bank Online Banking.


Utilize the secure message center to contact us, or for time sensitive requests please contact your Relationship Manager, or call us at 866.839.5869, Mon – Fri 7am – 10pm, Sat 8:30am – 5pm.


The deactivate/reactivate process will need to be performed on the Quicken software prior to using the Express Web Connect.


To connect Quickbooks, you must first remove the existing feed before you can establish a connection in the online banking platform. Once connected you can export and import information as needed.


Seacoast Bank Online Banking is designed to fully safeguard the privacy and security of your financial information. Unlike normal internet communication, all information sent to and from our processing center is encrypted and sent through a secure communications channel. Messages cannot be redirected, read, or tampered with. We also take advantage of the maximum level of security supported by your browser.


Yes, the transport of your message is SSL encrypted and is never sent through public, unsecured communication channels like email communication.


Yes, you can change the nickname by selecting the ‘3 dot menu’ to the right of the account then ‘Nickname Account’.


Your profile information may be used within the online banking system to pre-populate certain data or forms. In addition, we may rely on this profile contact information to contact you regarding online banking-related issues or to provide you information on these services; therefore, it is important to keep this information up-to-date.


Yes, a main administrator can manage their own users within online banking. The user is than able to navigate within online banking in the ‘Administration’ menu to ‘Manage Users’ or ‘Manage User Roles’.


User information will be migrated to the new platform with the respective entitlements. User Roles and Policy management have been enhanced so the experience will differ for Administrators.


Yes. PPP loans are viewable in the new system.


Within the ‘Money Movement’ menu, click on ‘Payments’, within the ‘New Payments’ drop down menu select the payment type for a one-time payment.


Yes, the user can create the new recipient without saving the recipient for one-time payments.


A payment file must be uploaded prior to 4:00 pm to be processed same day.


The Positive Pay experience for both Check and ACH will now be consistent. All items presented for payment will be processed and available for decisioning the following day. This is a change for ACH transactions.


Recurring transactions will need to be re-established in the new Seacoast Bank Online Banking. Scheduled ACH credit or debit transactions will not be migrated.


Initially you will be able to see 6 months of transaction history, overtime this will increase to 18 months. If enrolled in eStatements you will be able to retrieve up to 7 years of statements. Download ACH and other reports prior to February 1.


Yes, existing payment rules will be migrated.


The Positive Pay experience for both Check and ACH will now be consistent. All items presented for payment will be processed and available for decisioning the following day. Positive Pay is not real time.


Customers with a 10-digit ACH Originator ID will not have a change, those with an Originator ID less than 10 digits will need to add preceding 0’s.

NACHA regulations requires a 10-digit unique ACH originator ID. As part of the migration process to the new online banking platform, Seacoast conducted a review of customer accounts having originator IDs with less than 10-digits. If your existing ACH originator ID was less than 10-digits, it has been updated to include preceding “0”s… to make it 10-digits. Ex: Prior ACH originator ID “8652760” would be updated to “0008652760” to comply with NACHA regulations.

Upload files need to include the 10 digit ACH Originator ID by adding preceding zeros.


The Positive Pay experience for both Check and ACH will now be consistent. All items presented for payment will be processed and available for decisioning the following day. This is a change for ACH transactions.


Yes. For both, Check and ACH Positive Pay, the cutoff time is 2:00 p.m.


Yes. International wire capabilities will be available during priority access and Go Live.


Yes. Along with this upgrade, is the introduction of digital tokens made available through Symantec VIP Access Manager.


Please visit the Apple App Store or Google Play Store to download the Symantec VIP Access Manager App. Apple App Store Google Play Store


No. Customers will continue to use existing online banking for Bill Pay activities.


Yes. This functionality will be available at Go Live.


Yes, any recurring payment models and single scheduled payments, as well as payees will be available in the new system. Any templates that had missing information will include a message to “please update.”


Yes, any customer utilizing the new system exclusively will see no change to their analysis billing.