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eBanking FAQs
About Online Banking
 How do I sign up for Online Banking?Complete an e-banking enrollment form & fax to 607-324-9515, or mail to Steuben Trust Company, Electronic Banking Department, One Steuben Square, Hornell, NY 14843, or drop off at your local branch. An enrollment form can be printed by clicking on the link "Sign Up For eBanking" or at any of our branch offices. Who can I talk to if I have a question/problem or if I'm doing my Online Banking after hours?
If you have a question, our Electronic Banking Department can be reached Monday through Friday, 8:00 a.m. to 5:00 p.m. at (800) 588.5010 ext. 677 or direct at 607.324.9677 or you can send an email to info@steubentrust.com. You will receive a response within one business day. - There are also "Help" buttons available on some of the eBanking screens that give descriptions of what certain functions are for. How much does it cost? There is no charge for our Personal eBanking product whether you choose our Full Service product with Bill Pay or our Basic Service. Who can enroll? Anyone 18 years old & older providing you have a deposit or loan account with Steuben Trust Company. Can we have Joint Account Enrollment? Our eBanking product is specific per user. Although you may be a joint account holder, each account holder should apply for eBanking separately. Accessing Your Accounts
Why isn't my password working?
- The password is case sensitive. If this is your first time logging in you will need to use all caps.
- Login problems are frequently typos
- Type Slowly.
- If you are using the number keys on the right side of your keyboard, make sure your Number Lock light is on.
- If your browser was set to automatically remember your password when you log into our eBanking system, this option is no longer available.
- If you forgot your password contact Electronic Banking at (800) 588-5010 ext. 677 Why aren't all of my accounts listed in the eBanking system? New Accounts
- New accounts are added to your profile on the next business day after they are opened.
Existing Accounts
- If you are unable to see existing account information, it is possible that you have logged in during our nightly update and the account information may be unavailable. This generally occurs between the hours of 6:00 p.m. - 8:00 p.m. Please try again later & if there continues to be a problem please contact Electronic Banking at (800) 588-5010 ext. 677 or email us by clicking the e-mail link at the bottom of your account page.
Is my Login ID case sensitive? No, only your password is case sensitive.
Why am I getting an error at Sign on?
If the error is a "CGI Error on Attempted Login - Unexpected error in hb.exe: Could not load control file" the likely cause of this issue is your browser settings have "Session Cookies" turned off. There is two ways of fixing this issue:
- Adding the eBanking page as a trusted site
- Allowing Browser to Accept Session Cookies
To add the eBanking as a trusted site follow the following steps:
- Select "Tools" > Internet Options > Security Tab
- Select "Trusted Sites", ensure that "Security Level for this Zone is set to Low
- Select the "Sites" tab and add https://secure.steubentrust.com.
- Select the "Add" button
- You will now be able to access our eBanking site.
To Allow your Browser to Accept Session Cookies:
- Select "Tools" > Internet Options > Privacy Tab
- Select "Advanced", to display the Advanced Privacy Settings
- Select "Override automatic cookie handling"
- Select "Always allow session cookies"
- You should now be able to access eBanking.
Online Bill Payment
Refer to the Help Screen in the Pay Bills section for information concerning:
- Setting up a Payee
- Making a Payment
- Canceling a Payment (Up to 4:00 p.m.)
- Review Previous Payments
How do I change a payee's name, address, account, number?
To modify an existing payee:
- Click on Pay bills
- Click on the Payee to be modified from your list of payees
or
- Click on Setup Payees
- Locate the specific payee in the Bill Payer List & highlight
- Click on modify this Entry
- Make appropriate changes & click submit to save.
- Click on pay bills
- Click on setup payee
- Locate the payee from the Bill Payer List & highlight.
- Click on Remove This Entry
When should I set up payments to make sure they are paid on time?
Minimum payment lead times are based on whether the payment is being sent electronically or via paper draft. Electronic payments should allow a minimum of 3-5 days & paper drafts should allow 5-8 days.
When can I cancel a payment?
Payments can be cancelled up until 4:00 p.m. on the scheduled date.
What if my payee says they have not received my payment?
Call or e-mail the Electronic Banking Department & we will be happy to research the payment for you.
- Payments done via paper draft that have not been cashed can have a stop payment placed on them at no charge & payment can be re-submitted or refunded to your checking account. Can I get a copy of a canceled check from my eBanking payment?
Yes, contact our Electronic Banking Department to process the request. Cash Management
Why can't I access accounts?
- All Cash Management accounts have an Administrator which must grant each user access to specific accounts. If this is the first time logging in and you are not the Administrator, verify they have set you up.
- New Accounts will be added the next business day after they are opened. The account Administrator will need to grant access to applicable users.
Why can't I access eBanking from other PC's?
Cash management users are limited to using 1 PC per Login ID. If you need to login in from a different PC you need to contact Electronic Banking for a 'cookie' reset.
Why isn't my password working?
- Be sure your Administrator has set you up.
- The password is case sensitive.
- Login problems are frequently typos- Type slowly.
- If you are using the number keys on the right of the keyboard be sure the Number Lock light is on.
- If you forgot your password or need to be unlocked, call Electronic Banking. You will need a security code for verification. |
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