Frequently Asked Questions

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Mobile Banking

Q. What type of mobile devices can be used to access accounts? 

A. The service works with any web-enabled mobile device that supports wireless application protocol (WAP) browsers. You must also have SMS text messaging capabilities to utilize the product. Check with your mobile or wireless service provider to make sure your device has these capabilities and you subscribe to the required services.

Q. What functions can I perform from my mobile device?

A.Users will have the ability to:

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

You may not have access to all functions if for instance you only maintain one account with the bank you will not be able to do transfers between accounts.

Q. How do I know if my transfer or bill payment was entered successfully?

A. Each time you make a transfer or bill payment, a confirmation SMS Text Message will be sent to your mobile device. If you do not receive a confirmation text message, double check by logging in to TSB NetTeller Online Banking using your computer to make sure the transaction went through.

Q. What if I no longer want to be a mobile user?

A. Log in to your Tennessee State Bank online banking at www.tnstatebank.com > Select Options > Mobile Settings > Deselect Activate Mobile Banking Access > Click Submit.

Q. What happens if I lose my mobile device?

A. Since your account data is not stored on your mobile device, your information cannot be stolen. Report the issue to your mobile provider so that your mobile service can be terminated or suspended until a new device is obtained. When you replace your device, simply edit your Mobile Settings and make any changes to the Wireless Provider and/or Phone Number.

Q. Why can’t I add a new payee?

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

Q. What happens if I lose communication/signal during a transaction?

A. 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.

Q. What do I need to do if I get a new phone?

A. 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.

Q. How can I search for a transaction?

A. You will only be able to view 30 days worth of transaction history on your mobile device. There is not a search feature. You can check by logging in to TSB NetTeller Online Banking using your computer to verify transactions.

Q. Can I use any mobile device to access my accounts?

A. 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 any device from which you perform a transaction.

Q. Can I add a new Bill Payment Payee via mobile banking?

A. No. You can only submit payments to payees already established through your Tennessee State Bank online banking. To add a new payee,log in to your TSB NetTeller Online Banking, select Bill Payment, and add a new payee. You can then submit payments to that payee via your mobile device.

Q. How do I delete a Bill Payment that I set up through my mobile device?

A. You must log in to your TSB NetTeller Online Banking account to delete the payment from the main menu of the Bill Pay option.

Q. When I try to enter an amount for a bill payment or transfer, I can’t enter any numbers, only letters. Why?

A. Check your phone’s settings to make sure you don’t have Alpha-only enabled on the keypad. You may also check with your service provider if you need assistance with settings on your mobile device.

Q. What if I can’t get my mobile device to work with TSB NetTeller Online Banking? 

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

  • You must first enroll through TSB's NetTeller Online Banking before you can gain access.
  • Your mobile device must be web enabled.
  • Your mobile network must allow secure SSL traffic. (You may need to contact your mobile provider to determine this.)

If your phone meets these requirements and you continue experiencing problems, the mobile version may not be compatible with your phone's browser. An interim solution would be to try downloading another browser.

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Account Access

Q. Which business accounts can I view? 

A. Generally, you can view any accounts for which you use the same business name or same business Tax Identification Number or TIN under the same NetTeller ID number. You can have accounts sharing the name or TIN linked to view. These types of business accounts include Checking, Money Market, Savings, Certificates of Deposits, and Loans. You may also sign up to view any business credit cards you have with Tennessee State Bank.

Q. If I have both business and personal accounts, can I view them together?

A.It depends. If you are a sole proprietor and use your Social Security Number or SSN on the business account then both your business and personal accounts can be linked together under one NetTeller ID number. However, if business accounts you have with us have a TIN which is different from your SSN, then business and personal accounts cannot be accessed using the same NetTeller ID.

Q. How do I remove/add an account to Online Banking? 

A. Sign on to TSB NetTeller Online Banking just as you normally would. Then, you just click on the “New Message” link on the left side of the screen. This will allow you to send us a secure message with your requested changes. Just type the message and hit send.

Q. Is Internet Banking secure?

A. Tennessee State Bank makes every effort to ensure your information is secure. We require the use of the NetTeller ID and a NetTeller Password for you to access the account information. We also require that you use a browser that uses 128 bit SSL encryption to access the TSB NetTeller Online Banking site. This is the highest level of encryption available for public use.

Q. How do I report an unauthorized transaction?

A. Sign on to TSB NetTeller Online Banking just as you normally would. Then, you just click on the “Contact” tab on the upper right of the main screen and then click on the “New Message” link on the left side of the screen. This will allow you to send us a secure message with the information concerning the unauthorized transaction, Just type the message and hit send. We will contact you after we receive the information.

Q. How do I order new checks?

A. Go to Personal Banking > Convenience Services and then select the Check Re-Order link to submit your information.

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Transaction Reporting

Q. How can I find a specific check or deposit? 

A. On either business or personal accounts, you can find a check or deposit through TSB’s NetTeller Online Banking. Sign on as usual to Online Banking using your NetTeller ID and NetTeller Password. Your account listing is displayed. Use the arrow to pull down the menu on the account where you wish to find the check or deposit and select “Transactions”. The transaction history on the account will display. You have the option of selecting the time period for the transactions display. If you select “Search”, this will bring up a screen that allows you to search by check amount, check number, or dollar amount.

Q. How can I obtain a copy of a check? 

A. Once you have located the item you want to view following the instructions in “How can I find a specific check or deposit?” you can view and print an electronic image of recently posted checks by clicking on the check number on the transaction listing.

Q. Can I view my paper account statement online?

A. If you have accounts for which paper statements are regularly produced and mailed to you, you can review the statement through Internet Banking. You can view these by logging onto Internet Banking using your NetTeller ID and NetTeller Password. Select the account you would like to review and select “Statements” from the “Select Activity” pull down menu. The last few months of statements will be available. Select the display method you prefer and the statement will be shown.

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Bill Payment

Q. Is there a limit to the number of bills I can pay with Online Banking? 

A. Tennessee State Bank does not limit the number of bills you can pay online. However, there are certain transaction limitations. You should refer to your Online Banking Agreement for limits. Generally, you are not permitted to pay more than $9,999.99 to one payee, you may not pay government agencies, and you may not make payments outside the United States using TSB's Internet Banking Bill Payment.

Q. What is a payee? 

A. Payees are those entities that you designate to receive payments through the Bill Payment function of Internet Banking.

Q. What information do I need to add a Payee? 

A. When adding a new payee to TSB's Internet Banking Bill Payment system you will need to include payee name as well as the address, phone number and account number shown on the bill remittance that you would mail in if not using TSB's Internet Banking Bill Payment.

Q. How long does it take my payment to reach a payee? 

A. It depends if the payee is set to receive the payment electronically or if a paper check has to be produced. When you enter your payments through Online Banking Bill Pay, the system will let you know if the payment is to be made electronically or by paper check. We recommend that you allow at least three to five business days for electronic payments and seven to ten business days for payments made by check. You should make electronic payments 5 business days prior to your due date and set amounts payable by paper check to occur 10 business days prior to your due date.

Q. How do I cancel an electronic payment through Bill Pay? 

A. Actions or transactions can be entered, edited, or deleted until 1:00 p.m. (ET) the day before the payment is to be initiated.  

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Transfers

Q. Which business accounts can I transfer between?

A. You are permitted to make transfers on TSB's NetTeller Online Banking between business checking, savings, Money Market or loan accounts that are listed under the same Customer Information File Number.  However, if any of the business accounts you own require two signatures, no TSB NetTeller Online Banking transfers are permitted. Transfers made online that involve savings or Money Market accounts have transaction limits and online transactions count against those limits.

Q. Which personal accounts can I transfer between? 

A. You may transfer between all accounts linked onTSB NetTeller Online Banking except for any certificates of deposit that you own. Any transfers made that involve savings or Money Market accounts that have transaction limitations that will count against those limits.

Q. Can I transfer funds from my personal accounts to my business using Online Banking? 

A. It depends, if you have personal accounts and also have a business account or accounts as a sole proprietor and you use your Social Security Number or SSN on both, those accounts may be linked under the same customer information file number and you may make transfers between accounts that are not certificates of deposit. If you do not have a sole proprietorship or utilize a TIN different from your SSN, then the accounts may not be linked under the same customer information file number and transfers between your business and personal accounts cannot be accomplished through TSB NetTeller Online Banking.  

Q. When will my funds become available? 

A. Transfers between linked TSB accounts that you submit on bank business days before 5 PM Eastern Time will be posted to your accounts on the same business day if the requested funds transferred are available. Transfers submitted after 5 PM Eastern Time on a business day will be posted to your accounts on the next bank business day. Business days for Tennessee State Bank are Monday through Friday, except Federal Holidays. Funds will generally be available if no holds have been placed on the account. You can check your available balance on Internet Banking by going to “Select Activities” and click on “Transactions”. Your available and current balance will appear on this page.

Q. Can I transfer funds to my mortgage, loan or line of credit? 

A. If the mortgage, loan or line of credit is also with Tennessee State Bank you may make transfers from checking or savings accounts if the accounts are linked. You may set transfers to occur on a one time, weekly, biweekly or monthly basis. If the mortgage, loan or line of credit is not with Tennessee State Bank you can make the payment through TSB's NetTeller Online Banking Bill Payment service.

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Payroll Services

Q. How does this service work for my business? 

A. TSB's Cash Management allows you to pay your employees through automated payments to their chosen bank account. You can access this service through ACH links in Cash Management. Talk with your TSB Customer Service Representative or send us a secure message by selecting the “Contact” tab on the upper right of the main screen and then click on the “New Message” link on the left side of the screen. This will allow you to send us a secure message with your request.

Q. How will my employees get paid? 

A. Your employees are paid by “direct deposit”. The employee supplies you information regarding their bank account and you make an electronic payment directly to their account with TSB's Cash Management.

Q. Can I pay employees by Direct Deposit to other banks? 

A. Yes, the employee will need to provide you certain account information in order to make the direct deposit. It doesn't matter if the accounts are at different banks.

Q. Does TSB offer online payroll services for businesses? 

A. Yes, TSB allows businesses to make direct deposits of payrolls to their employee's accounts. Businesses must sign up for TSB's Cash Management to take advantage of this service.

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