Frequently Asked Questions
The information given here is designed to serve as a guide for online banking customers. Hopefully any questions you have regarding our online services will be answered here. If you do not find the answer to your question below, please contact your nearest Independence Bank location for further information.
Q: How do I get my account set up for Independence Online?
A: In order to set up new Independence Online service, you will need to fill out and sign an online enrollment form. This form basically lists your account numbers, includes your name and has a signature. Without your signature authorizing the account numbers to be set up for Internet access, we cannot process your application.
Click here to download, print and complete an online banking enrollment form, then return it to your nearest Independence Bank location to get started.
Q: How long does it take to set up a new account?
A: After you complete your online enrollment form, just drop it by any Independence Bank location. Typical turnaround time is 48 hours or less.
Q: What do I use for my login ID?
A: Your login ID will be assigned to you prior to activation of your Independence Online service.
Account Options, System Operations, Miscellaneous Questions
Q: Do I need to fill out another online enrollment form if I close my current account and open a new one?
A: Yes. Because your account number has changed, we ask that you complete another enrollment form so we can set up your online service again.
Q: What fees are associated with Independence Bank Online?
A: See Plan Description below.
|Free||Our no-cost online plan allows our personal customers to view account balances and transfer money between Independence Bank accounts and view check images.|
|Free BILL PAY||For personal customers who have direct deposit into their checking accounts, all of the features above plus our bill payment services are provided at no charge.|
|$7 per month||Without direct deposit into a personal checking account, this plan includes all of the features above in addition to our bill pay services. With this plan, you can pay any of your bills directly from the Internet.|
|$5 per month||This plan is designed for our business customers who would like to view their account balances and transfer funds, download history, and view check images. It does not include any Cash Management or bill pay services.|
|$25 per month||This plan is designed for our business customers who need the advanced functions of online banking, such as Cash Management, ACH collection, payroll, bill pay and others. Any ACH initiated will be .10 per item. Call our Cash Management department for more information at 270-686-1776.|
Q: What is the cut-off time for my Internet transactions?
A: The cut-off time for Internet and telephone banking transactions is 5:00 p.m. CST. This means that transactions done before 5:00 p.m. CST on the Internet system will be processed that same business day. Any transactions done after 5:00 p.m. CST will be processed the next business day. The cut-off time for all Express Pay transactions is 4:00 p.m. CST. Online Bill Pay transactions done after 4:00 p.m. CST will be processed the next business day.
Q: Is Independence Online real-time?
A: Yes, our online banking system operates in a real-time environment.
Q: Am I required to change my password on a set interval?
A: Yes. The online banking system will prompt users to change their passwords every 90 days. The passwords must be unique, meaning that you CANNOT use the same password three times in a row. Please make sure to use a password that is hard to guess yet easy to remember. Also, new passwords must be at least 8 to 16 characters in length and must contain both numbers and letters.
Q: What happens if I forget my password?
A: If you forget your password, just click on the “Forgot my Password” link on the login page and a temporary password will be e-mailed to the address on file.
Q: How long does it take for a new password to take effect?
A: You will receive email notifications of a new password within minutes. Please make sure to have current email address on file. If new passwords are requested at an Independence Bank location or by phone they will be activated within 24 hours. Attempted logins during this time may cause further delays.
Q: Is there a time-out period if I don’t use my account for a certain amount of time?