How many times can I enter my password incorrectly before they are locked?
You will become locked from your online banking and mobile banking app if the password is entered incorrectly 5 times. You will need to contact the bank to be unlocked.
How can I change my password?
For Online Banking Users: Once logged in, click on the Self Service, select My Profile and then Login/Security.
For Mobile Banking App Users: Once logged in, click on the “More” tab and then click on “Change Password.”
Is Touch/Face ID login going to be available on the mobile banking app?
Yes. There is also a passcode function that allows you to sign in with a passcode that you choose when downloading the mobile app.
Do you have to use the Passcode feature?
No, you can disable the Passcode during set up by clicking on the X in the top left corner of the screen when asked to set up the code.
If I change my password on Online Banking, when I log into mobile, will I be asked to update my password?
If you have biometrics set up, you will not be asked.
What can the customer do if they do not know their login credentials?
If the customer does not know their login credentials, have them click “Having problems?” and select ‘Forgot username’ and their username will be emailed to them. Once they have their username, they can click on ‘Forgot password’ to change their password.
What are the requirements for the Username?
The Username criteria is:
- Username is unique
- 6-30 characters
- Does not include spaces
- Must contain at least one letter
- May contain the following special characters: . @ * ' $ - ! _ ,
- Username is not case sensitive
What are the password requirements?
The Password criteria is:
- At least 8-30 characters
- Does not include spaces
- Include 3 of the following:
- One uppercase letter
- One lowercase letter
- One number
- One special character !@#$%^&*()
- Cannot be the same as prior 10 passwords
What special characters are allowed for nicknames?
Nickname criteria:
- Maximum of 32 characters
- May contain the following special characters: @ # & . { } ~ - , _ : ’ !
- Any migrating user that has a special character that is not supported will be stripped off the nickname.
What special characters are allowed for email?
@ # & . { } ~ - , _ : ’ !
Note: This will affect enrollment into Bill Pay and Zelle.
What special characters are allowed for account nicknames?
@ # & . { } ~ - , _ : ’ !
Maximum of 32 characters
Are alerts real time?
No. Alerts are based off the end of day balances/transactions. Alerts are sent in the early morning after overnight processing has been completed. Balance alerts will be sent on the day after the criteria has been met and every day after until balance goes above/below the threshold entered.
How much transaction history will be available online?
The platform supports up to 13 months of transaction history and up to 7 years of Account Statements. For brand new online and mobile banking customers, transaction history is not available until one business day after enrolling in online or mobile banking.
Is it easy to make a mobile deposit?
Our mobile app provides a seamless, enhanced experience for faster, easier deposits on the go. Among our mobile deposit features: The ability to see the mobile deposit in your transaction history quickly and an updated image capture process that automatically takes photos of the front/back of the check when it comes into focus.
Is person-to-person payments available?
Yes, person-to-person payments are available on the platform.
Why is my transaction showing as pending in my Transaction History?
Transactions, including debit card pre-authorizations, may appear as "pending" in your Transaction History. Your available balance reflects real-time processed transactions.
Will there be options for scheduled internal transfers?
You will be able to schedule transfers.
If I want to initiate a transfer through the mobile banking app, do I have to do the first transfer on online banking?
No, your first transfer can be done on the mobile banking app.
Can I update my address through Online or Mobile Banking?
No. If you need to update your address please contact us at 1-800-EASTERN (327-8376). Keep in mind, you can still update your phone numbers or e-mail address within online or mobile banking.
Does the device type under My Profile in the Self-Service tab refer to my iOS version?
No, there is no connection to your device.
Why do I get an error when using the same mobile device as someone else?
"Setup incomplete. Something went wrong during registration. Please try again." The app will recognize the first person that logged in, the customers would have to reset the app for the second person to sign-on.
I have trusted my browser that I share with someone else. They have trusted it too, but it always prompts me to trust the browser. Am I doing something wrong?
If one user trusts the browser then a second user logs in via the same browser and trusts the browser, it overwrites the trusting of the browser by the previous user. We are looking at ways to improve this in the future, however, this will be the behavior for the time being.
Where do I go to manage my debit card within online banking vs mobile banking?
For Online Banking Users: Once logged in, select Self Service in the top menu and then select Manage Cards. You can then select the card you want to manage.
For Mobile Banking App Users: Once logged in, simply click on the Cards icon at the bottom of the screen. You can then select the card you want to manage.
Can I reactivate my debit card through mobile or online banking?
Although mobile and online banking will allow you to replace your card and order a new one, it does not allow you to reactivate the card. If you have found your card or shut it down in error, you will need to step into a branch to have it reactivated or submit a request.
NOTE: You cannot call the Customer Service Center to reactivate a debit card.
Can I change my debit card limits through mobile or online banking?
With mobile or online banking, you will be able to decrease or increase your debit card limits up to the standard limits that are in place.
Are External Transfers available within Online and Mobile Banking?
Yes. However, external accounts need to be set up in Online Banking before being accessed in online or mobile.
How do I set up an external account?
In Online Banking, select Transfers. Then, go to Managed External Accounts, you can see any external accounts you have added. You can also add an external account by clicking on the “+External accounts” button.
Simply fill in the account information and click Add. It may take up to 3 business days to set up the external account as the system sends 2 small deposits to the external account. You will use these deposits to activate your account.
Can I request an external transfer to or from a loan?
No, external transfers can only be done between deposit accounts.
Is there a cost for an external transfer between deposit accounts?
There are no fees for external transfers.
What is the turnaround time for an external transfer?
The turnaround time for a standard external transfer is up to 3 business days. Transfers done prior to 4:00 PM from your Eastern Bank account to an external account will take one business day. Incoming external transfers from an external account into your Eastern account can take up to three business days.
Any external transfers submitted Monday - Friday before 4pm ET will be processed in 3 business days. External transfers submitted after 4pm ET, on a weekend or holiday will be effective the following business day.
For external transfer limits, please go to https://www.easternbank.com/onlinemobilelimits.
If I set up a reoccurring external transfer, how can I edit the transaction?
You can edit date, amount and frequency from the recurring series. You cannot edit your from/to account.
Why am I seeing icons on my transactions?
The icons are there to help you visually identify transactions more easily.
Can I edit the categories to something I recognize?
Yes, in online banking only (not mobile) you can reassign a transaction category to another one that is listed. Once the transaction is processed (no longer pending), you can click on the transaction in question, and there is a “pencil” icon next to the listed category which you can click to edit. From there, you can select a different category.
How do I make a payment?
From the Pay tab, click on a payee, and in the new window select the amount, date and funding account.
Where are pending payments?
Go to the Activity tab for pending payments under Scheduled.
- Pending / scheduled payments can be edited or canceled here.
- On the Pay tab, there is a Scheduled Date column that shows the DATE of an upcoming payment.
Where are my completed payments?
Go to the Activity tab for completed payments under History.
Where can I view my payees?
Payees are listed on the Pay tab and on the Recipients tab. You can also view how payments are sent (Check vs Electronic)
How can customers add a payee?
Once you are in the Pay tab, click on the +Add Recipient button. Start by typing in the recipient’s name. If the system has info on the company, it will be prepopulated. If not, you will be asked to fill in additional information including address and phone number. Once you have finished, click on Continue to see that the recipient has been added.
Where can I manage my payees?
From the Recipients tab, click on a payee and from the modal window, users can do the following:
- Modify payee information
- Hide / unhide payee account number
- Set up eBill information
- Set up autopay
- Modify autopay instructions
- Set up payment reminders
- Delete payee