Frequently Asked Questions

Three invalid logon attempts will lock you out of Online Banking. If the customer has activated the Self Reset function, they will be prompted to reset the password after answering personally set security questions. Customers can also call the eBanking Customer service department at 866-614-3383 Monday – Friday from 9:00 am – 5:00 pm for assistance.

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Yes. If you have any Lake Sunapee Bank and its The Nashua Bank division accounts - CD, Loan, Savings, or Checking product - you can get Online Banking for FREE. You must have a checking account to have Bill Payment.

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The change can be made through any customer service representative at any Lake Sunapee Bank and its The Nashua Bank division location, or by clicking on Contact us while in your Online Banking account site..

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Our Online Banking has a Self Reset option in our Online Banking. By following steps in Account Management Options, a customer can set personal security questions. By setting these in advance you will be able to reset yourself if you are locked out. If this is not activated by the customer, they will be prompted to call the Internet Banking Customer service department at 866-614-3383 Monday – Friday from 9:00 am – 5:00 pm.

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First, we use 128-bit encryption, the highest form of encryption currently available, to secure your Online Banking sessions. Whenever you see the padlock symbol in your browser, you know this security feature is active. Other security tools are in place to ensure the integrity of your data, including firewalls and filtering routers that secure computers from Internet access and a "trusted" operating system, which protects information from both internal and external threats. Also our merchant services provider also has secure encryption for all transactions.

For additional security, customers select their own Personal Identification Number. PIN guessing is deterred by locking the ID out of the system following three unsuccessful logon attempts. These are just a few of the many security tools we use. These layers of security work together to make sure that all information transmitted between you and Lake Sunapee Bank and its The Nashua Bank division is both secure and authentic.

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By clicking on the Test Browser button on our Home Page/Online Banking sign-on page.

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Call our eBanking Customer Service Center at 866-614-3383, or e-mail your question to . The eBanking Customer Service Center is open Monday – Friday 9:00 am – 5:00 pm and Saturday 9:00 am – 12:00 pm.

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User ID, PIN, and Internet access. The Internet access could be at home or work. The browser must have 128-bit encryption. Using Internet access from some company locations may not work because of the security that company has implemented for outside Internet browsing.

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Online Banking and Bill Payment is free to all customers.

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If you lose/forget your ID or PIN, call our eBanking Customer Service Center at 866-614-3383 - Monday – Friday 9:00 am – 5:00 pm and Saturday 9:00 am – 12:00 pm. We will then be able to reset your PIN, and mail a PIN reminder with the ID number.

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• Unlimited in the numbers and types of accounts to access.
• Transfer funds electronically between all checking and savings accounts (regulatory limitations may apply).
• Transfer funds electronically between checking/savings and loan accounts at Lake Sunapee Bank and its The Nashua Bank division allowing for Interest / Principal payment distribution.
• Transfer funds electronically between lines of credit (Cash Reserve) and checking.
• Statement information on all deposit and loan accounts.
• Check Imaging statement retrieval with front and back images on all cancelled checks.
• Obtain account information on your Checking, Savings, CDs, Loan, and Safe Deposit Accounts.
• Stop payment on checks drawn on your checking account at Lake Sunapee Bank and its The Nashua Bank division (stop payment charges may apply).
• Download "real time" transactions from any accounts to industry standard money management software.
• Bill Payment Option - access the designated checking account to pay most bills.

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It will be available virtually any time, day or night, 7 days a week. However, there may be times when it is temporarily unavailable due to nightly processing updates, or technical difficulties.

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Any Consumer or Sole Proprietor can use Online Banking and Bill Payment. Partnerships, Corporations, and governmental institutions who require more sophisticated financial services may elect to use our Business Online Banking product. Contact our Business Services Manager at 866-614-3383 for more information!

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Our customers can start Online Banking by visiting any Customer Service Representative at any branch location, or by applying online.

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Our mobile banking is phone device agnostic. It works with any web-enabled mobile phone device whose network allows secure SSL traffic.

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Provided that you have access, you can:

• View Transaction History
• View Account Balances
• Transfer Funds between accounts
• Pay Bills to existing Payees
• View Alerts
• Release ACH and wires

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If you have selected to receive text alerts, each time you make a transfer or bill payment, a confirmation SMS Text Message is sent to your mobile device. If you do not receive a confirmation text message, double check to make sure the transaction went through via traditional NetTeller.

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Log in to our online banking site > Select Options > Mobile Settings > Deselect Activate Mobile Banking Access > Click Agree. 

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Since your account data is not stored on your mobile device, your information cannot be stolen. When you replace your device, simply edit your Mobile Settings and make any changes to the Wireless Provider and/or Phone Number.

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Functionality is limited to sending payments to already established payees. To add a new payee, log in to the online banking site, select Bill Payment, and add a new payee. You can then submit payments to that payee via your mobile device.

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When you complete a transaction from your mobile device (bill payment, funds transfer, etc.) you will receive an SMS Text Message as confirmation that the transaction was successful. If you do not receive this message due to a dropped call or lost signal, check your accounts and re-submit any transactions that did not process.

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If you simply get a new phone, but are using the same phone number and provider, no changes on your part are necessary. If you switch providers and/or phone numbers, log in to your NetTeller account via the Internet and update your information on the Options > Mobile Settings page. You will not receive SMS Text Messages regarding Mobile Banking transactions if your phone number is not correct.

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You will only be able to view 15 days worth of transaction history on your mobile device. There is not a search feature.

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Yes. You can access your accounts via any mobile device that is web-enabled and allows secure SSL traffic. The only difference is that SMS Text messages will be sent to the device entered when enrolling for mobile banking, not necessarily the device from which you perform a transaction.

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No. You can only add payments to payees already established through your traditional Internet-based NetTeller ID.

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You must log in to your Internet-based Online Banking ID and delete the payment from the main menu of the Bill Pay module.

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Check your phone’s settings to make sure you don’t have Alpha-only enabled on the keypad.

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There are a number of reasons that you may experience trouble accessing the mobile version of Internet banking on your phone. To use the mobile version, your phone will need to meet the following minimum requirements:

1. Your mobile device must be web enabled.
2. Your mobile network must allow secure SSL traffic. (You may need to contact your mobile provider to determine this.)

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Enrollment for Mobile Text must be completed within your traditional NetTeller site.

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The validation code displays on the enrollment confirmation page within NetTeller.  If you have navigated away from the enrollment confirmation page, you can submit the enrollment again to redisplay the code.

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During the enrollment process you must designate a mobile short name for each enrolled account.  This short name must be included in the text request to get account specific information.  

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Un-enrollment can be accomplished one of two ways. You can log into your traditional Online Banking site and un-select the enroll option or you can text STOP to 89549.

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Mobile Deposit is a convenient, easy way to deposit checks from your mobile phone into one of your deposit merchant accounts. With the LSB & TNB Mobile Banking app on your iPhone® or Android^TM you can take photos of your check, enter the check information and securely submit your deposit for processing.

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There is no charge for Mobile Deposit. There may be charges associated with data usage on your phone depending on your wireless phone plan. Check with your wireless phone carrier for more information.        

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Not at this time. Currently only the iPhone (3G or higher) with iOS 4.0 or higher, and the Android 2.2 or higher is currently supported.        

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Mobile Deposit is available to qualified customers who have applied for and been approved for this service. To use Mobile Deposit, you must be an iPhone or Android user and enrolled in Online Banking and in Mobile Banking. To apply click on the Mobile Deposit Application link Apply Now on our Mobile Banking web page, complete information, accept the terms of agreement, and submit the application securely online. You will receive an email within two business days after we receive your application notifying you of your approval.          

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Once you have been notified that you have been approve follow these steps:

1. Download the latest Lake Sunapee Bank Mobile Banking app from the App Store, or from Google Play Store.
2. Log into your Online Banking with your existing User ID and PIN.
3. Scroll over and select the Mobile Deposit option to get started and follow the step-by-step directions. Quick Start Guide

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Once you are enrolled in Mobile Deposit you may make mobile deposits into any Lake Sunapee Bank checking, savings or money market account you listed on your application.

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Yes, there are transaction limits. New Customers (approved customers new to 6 months)

• Daily: $1,000 and up to 8 Items
• Monthly: $10,000 and up to 40 Items Existing Customers (approved customers with established accounts for more than 6 months )
• Daily: $2,500 and up to 8 Items
• Monthly: $10,000 and up to 40 Items Daily and monthly transaction limits apply per customer, not per account. If you have multiple accounts these daily and monthly limits will apply.

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It is not recommended because of the quality of many of the images.

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You will receive two types of notification that your deposit has been successful. First, a pop-up window will appear confirming your transaction. You will also receive an email confirming your transaction. Important Note: If you do not receive an email confirming your transaction, check your SPAM folder and take steps to ensure that future emails from this address are not blocked.

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Successfully submitting your check images with your mobile device will begin the deposit process. However, the processing time to complete the deposit may vary. Deposits made through Mobile Deposits will generally update on your account at 10:30 a.m. EST, 2:30 p.m. EST, and 5:30p.m. EST, Monday through Friday. Any Mobile Deposits made after 5 p.m. EST Friday through Sunday will be posted and available to you the next business day in the 10:30 am EST update. If your deposit is declined, we will email you the notice by the first business day after the day the deposit is received. Deposits may be subject to additional case by case or exception holds. Please refer to the Bank's Funds Availability Policy for more information.

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Deposits will be available to review for 5 days on the Mobile Deposit option of your mobile device. Once the deposit has posted to your account, it will appear in your Online Banking history for up to 6 months. To access this history:

1. Sign into Online Banking.
2. Select transactions for the account into which you made the deposit.
3. Click on the deposit to view the available transaction detail. Scroll through your history to view the available deposit detail.

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After successfully submitting a deposit with Mobile Deposit, retain the original check until final settlement of the item should there be any dispute that the image does not satisfy legal equivalency requirements. We recommend keeping the check for a minimum of 14 days, then securely destroy the check.

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• Checks must be made payable only to you. Joint checks or checks made payable to Cash must be properly endorsed.
• Checks must not be drawn on an international bank or payable in a foreign currency.
• Checks must not be altered on the front of the check in any way.
• Checks must have an authorized signature. Demand drafts or remotely created checks are not allowed.
• Checks must not be dated more than six months prior to the date of deposit.
• Checks must not have previously been returned as stop payment or account closed.

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Yes. You will be prompted occasionally to update your application. In addition, customers should also download and apply any updates received from their respective service providers to ensure ongoing optimal operation of devices.

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Due to Federal Regulations the customer may not make more than six transfers or withdrawals per month or statement period, when these transfers are made by means of a pre-authorized or automatic transfer, or telephonic agreement, order or instruction, including Online Banking. Transferring from a savings or money market account to a loan at Lake Sunapee Bank and its The Nashua Bank division does not count towards the excessive withdrawal limit.

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You may transfer between all your designated deposit or loan accounts at Lake Sunapee Bank and its The Nashua Bank division. Some accounts may be excluded from transfer capability due to regulatory requirements, bank policy, or loan agreement between the customer and Lake Sunapee Bank and its The Nashua Bank division.

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A transfer can be made up to 10:45pm EST time during any business day for that transaction to post that night. This includes all transfers between deposit accounts and loans. A transfer made today after 10:45pm will "memo post", but will not actually appear until the next business day.

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