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Online Banking FAQs


General Help

  • Who do I contact for help?

    You can call the TSB Bank staff at 515-928-2142 or e-mail us for assistance with Internet Banking.
     

  • Where do I access TSB Bank's Internet Banking?

    Follow this link to access Internet Banking. The link can also be found under the "Online Banking" button to the left.
     

  • How do I sign up for Internet Banking?

    At the Internet Banking home page, click on the link that says "click here to register."

    The registration page will then be shown. You will need to enter various bits of information, including your SSN and a password to be used later. Also, be sure to enter the accounts that you would like to access using Internet Banking.

    Once you have registered, the TSB Bank staff will set up your accounts so that they may be accessed via your Internet Banking sign-on.  You will receive both an e-mail from the Bank stating that your account is active and a follow-up letter with the same information.
     

  • What is my customer number?

    Your customer number is the social security number you used to sign up for Internet Banking without any dashes or spaces.

    You can also set up an "Alternate Customer Number" once you've successfully signed in. This can be entered under the User Options section of the Internet Banking site.
     

  • I'm locked out of my Internet Banking account.  What do I do?

    The Internet Banking site locks accounts after 4 bad logins in a row.

    The first option is to use the "Forgotten Password Retrieval" feature on the TSB Bank Online Banking Site.  The link to this can be found just below the login dialogue on the sign-in page.  The site will require your customer number and the answer to your enhanced login security question to proceed with the reset. 

    We can also issue you a new password to allow access to online banking right away. Just call us at 515-928-2142 or  contact us via this site with the best time to give you a call. Reissuing your password at the bank will clear out your enhanced login security settings and will force you to enter a new challenge question and answer.
     

  • I've already signed up for Internet Banking and would like to add web access to another one of my accounts. What do I need to do?

    If you already have Internet Banking and are opening a new deposit or loan account, just ask us to enable that account for Internet Banking.

    If you have other accounts that weren't originally included in Internet Banking, just let us know that you'd like web access to those accounts and we'll set them up as well.
     

  • When are the balances and transactions updated?

    Balances and transactions are updated on the Internet Banking system after the bank's computers have completed their nightly update run. This will be complete by 7:00 PM on most nights.
     

  • What is the cutoff time for transfers?

    Any transfers made before 2:00PM Central Time will be made that business day. Any transfers made after 2:00PM Central Time will be made the next business day.
     

  • Is there a way to differentiate my accounts on the Account Access page so that it's easier to tell them apart?

    All accounts can be assigned a "nickname" that you'll be able to use to differentiate between accounts. By default, all nicknames are assigned as "CHECKING ACCOUNT", "SAVINGS ACCOUNT", and so on based upon the account type. Online Banking users can nickname their accounts in the "User Options" area of the site.
     
  • Why does my current balance differ from the available balance on my checking account?

    TSB Bank offers the Overdraft Defender(SM) overdraft protection program which gives each consumer in good standing either $300 or $500 of overdraft protection.

 
Security
 

  • What web browsers are supported by TSB Bank's Internet Banking site?

    We recommend the following web browsers for accessing the Internet Banking site:

    • Internet Explorer 6.0 or above
    • AOL 6, 7, or 8
    • Mozilla Firefox 1.5 or higher
    • Apple Safari 4 or higher
    • Other browsers may work, but they must support SSL 3.0 and 128 bit SSL.
       
  • What is the encryption level required of my web browser?

    128 bit SSL is required by the Internet Banking site.

    Please see our 128 bit SSL FAQ for more information.
     

  • Will TSB Bank ever contact me for my account information?

    Per the TSB Bank's Statement on Phishing and Fraudulent E-Mail, Bank staff will never contact you via e-mail to ask for credit or debit card numbers, account numbers, drivers license numbers, or account passwords.  If you receive an e-mail purportedly from us and have questions about it, please contact us either through this site or at 1-800-920-2085.
     

Bill Pay

  • A payee did not receive a payment - what should I do?

    Log in to TSB Bank Online and go into Bill Pay.  Click on "Bill History" - this will bring up a list of bill payments that have been made. 

    Find the payment that didn't get received and hit "View Detail."  This brings up the details of how and when the bill was paid and from what account it was drawn.

    Click on the "Payment Inquiry" link.  This is the best and method of finding out what the problem with the payment is.  Fill out the form and make sure to especially document anyone that you've talked to regarding the payment and any other significant information.  Submitting this form will cause the Bill Payment vendor to launch an investigation into the payment and will get you an answer.
     

  • Why does TSB Bank Online Bill Pay disallow me from paying a bill on today's date?

    The date you enter is the date that the payment will arrive at the payee. The site will not let you enter a date sooner than the payment can be delivered.
     

  • Why does it take 7 or 8 days for an Online Bill payment to TSB to reach the bank?

    The Bill Pay vendor doesn’t differentiate TSB from any other payee. If you would like to post a loan payment, the simplest (and quickest) method is to transfer funds from a savings or checking account to the loan.
     

  • Online Bill Pay is interecepting my session telling me that I must upgrade my browser for security reasons?

    Online Bill Pay requires your browser to use 128-bit encryption using SSL 3.0 for communications with that site.  This message means that the current browser configuration does not offer enough security to be allowed on the site.  Please see above for a list of browsers that are acceptible for Online Bill Pay.
     

  • Clicking in to Online Bill Pay sends me back to the signon page?

    Recently, this has affected a small number of customers.  We recommend that the following items be checked:

    - Have you just signed up for Online Bill Pay and have you ever accessed it before?  There are cases where the Online Bill Pay registration can be incomplete on our end - give us a call and we'll investigate and correct the issue.

    - Are you using a new browser or a new version of your preferred web browser?

    Access to Online Bill Pay requires the browser to accept third party cookies.  The Online Bill Pay service runs as a frame within the Online Banking application on another domain.  When Online Bill Pay attempts to use a cookie, it will not be a tsbbankonline.com cookie - and if third party cookies are disallowed, the application will not work.

    Add tsbbankonline.com and partnercare.checkfree.com to your trusted sites list.  This lowers some of the security settings in Internet Explorer associated with those sites and should remove any impediments to Online Banking operations.

    - Are you running a new antivirus or firewall application?

    A new antivirus or firewall application may be attempting to block the Online Bill Pay client.  Make sure that tsbbankonline.com and partnercare.checkfree.com are both whitelisted domains.

eStatements

  • I've got a question on eStatements.  Is there any information about them on the website?

    Information, including answers to frequently asked questions, can be found here.
     

 Turbo Tax Online

  • What is the Turbo Tax Online button?

    TSB Bank is using an Intuit subsidiary for providing Online Banking services.  The Turbo Tax Online button was provided to our customers as a way to obtain those services at a discount.
     

  • Doesn't TSB Bank provide tax preparation services?

    Yes - information on our tax preparation services can be found here.  The Turbo Tax Online offering is another avenue of tax preparation that is available in the marketplace and TSB Bank is providing this through the Bank's website as a way to pass some savings on to our customers.
     

  • What does Turbo Tax Online cost?

    The fees for using Turbo Tax Online range from a free federal return to $63.70 for 2009 taxes.  State returns are always extra cost.  The cost of the return is determined by what kind of income and deductions that a user might have.
     

  • Who supports Turbo Tax Online.

    Intuit will support all Turbo Tax Online questions.  If a customer is in need of further assistance with their taxes, they might consider making an appointment with TSB Bank staff for tax preparation.