Monterey County Bank
ONLINE BANKING FREQUENTLY ASKED QUESTIONS



For other questions or additional assistance regarding your account, please contact your local branch or send an email to electronic_banking@montereycountybank.com.

As a precaution, please do not include any sensitive information when sending emails.

Communications sent to this address will be responded to via email or phone within one (1) banking day.

If you suspect unauthorized access or suspicious activity on your account, please contact your local branch as soon as possible.


What does Internet Banking offer?
How do I sign up for Internet Banking?
Is there a fee to sign up or use Internet Banking?
What is Cash Management Internet Banking?
Is there an Internet Banking Services Agreement?
What are the Access ID and Password requirements?
How can I change my password?
What if I forgot my Password?
How can I change my Access ID?
What if I forgot my Access ID?
How can I change my email address?
How can I change my Security/Challenge Questions?
What if I forgot the answers to my Security/Challenge Questions?
Can I make/request bank account changes online?
Can I open/close bank accounts online?
Can I transfer funds?
How long does it take for my transfers to process?
Will I receive a confirmation or receipt for my transfer?
Can I reverse a transfer if there is an error?
Is there a limit on the number of transfers I can process online?

Can I change the PIN on my ATM/VISA debit card online?
Can I place a stop payment on a check online?
Can I order checks/deposit slips through the bank online?
Can I view images of my checks online?
Can I view my account statements online?
Can I sign up for eStatements?
Can I set up Account Alerts?
Can I export my account information to my financial software?
What file formats are available for export?
What does Bill Pay offer?
Is there a fee for enrolling/using Bill Pay?
How do I enroll in Bill Pay?
• Is Mobile Banking available?
• How do I cancel my Internet Banking Account?
Error: Incorrect Security Challenge Response
Error: Account is Disabled
Error: Login Information is Missing or Invalid
Error: Unable to Process Request
Error: Unable to Connect to Enterprise Server
Error: Webpage or Online Session has Expired

 

What does Internet Banking offer?



With Internet Banking, customers can: 

     ⇒ View current account information for:
               • Deposit Accounts
               • Savings Accounts
               • Certificate of Deposits
               • Loans
               • Visa Debit Cards
     ⇒ View available transactions/balances
     ⇒ Transfer funds between designated Monterey County Bank accounts
     ⇒ Export data for financial management software
     ⇒ Request stop payments
     ⇒ Review statement copies for up to 18 months
     ⇒ View check copies for up to 18 months
     ⇒ Establish Account Alerts to monitor accounts
     ⇒ Create a Spending Report to track income and expenses
     ⇒ Make bill payments
               • Some restrictions may apply
               • Requires enrollment in Bill Pay

Note: Services and features may be subject to change.

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How do I sign up for Internet Banking?



To sign up for Internet Banking, you must be a Monterey County Bank account holder or an authorized account agent. 

Online self-enrollment for Internet Banking is not available at this time.

Please visit or contact one of our branches to speak with an account representative for further assistance.

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Is there a fee to sign up or use Internet Banking?



There are no set up or service fees for Monterey County Bank's Internet Banking.  Standard account or transactional fees, as described in the MCB Standard Disclosure, may apply.

Please visit or contact one of our branches to request a copy of our current MCB Standard Disclosure.

Additional fees may apply for add-on services in Internet Banking (i.e. Bill Pay).

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What is Cash Management Internet Banking?



Cash Management is a corporate suite of online services.  Enrollment and service fees apply for access to this product. 

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Is there an Internet Banking Services Agreement?



Yes.  Prior to gaining access to the Internet Banking system, all users are required to accept the terms and conditions of Monterey County Bank's Internet Banking Services Agreement.  Customers will have the option to opt out of the service by clicking “Do Not Accept”.  Failure to accept the Internet Banking Services Agreement will cancel the log in process and access to the system will not be granted.

On an annual or as needed basis, the Internet Banking Services Agreement may be revised.  A current copy will be presented online in which customer will be required to re-accept.  Failure to accept the new terms will prevent further access to the system.

A current copy of the agreement can be found by clicking here: Internet Banking Agreement

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What are the Access ID and Password requirements?



The requirements will be notated on any screen where your access ID and/or password can be changed.  At the Bank's discretion, the log on credential requirements (i.e. number of letters, numbers, symbols, etc.) may be updated or modified without prior notice.

When attempting to change your access ID or Password, failure to meet these requirements will result in an error message that "Login Information is Missing or Invalid".

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How can I change my password?



If logged into your Internet Banking account, click on the “Change Options” link in the top right hand corner of the screen.

For additional assistance, please visit or contact your local branch to speak with a bank representative.

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What if I forgot my Password?



After multiple incorrect attempts have been made, the system will automatically disable the account to prevent any further access attempts.  You must contact your local branch for further assistance.

If your account has not yet been disabled, click on the “Forgot Password” link on the password screen.  The password screen is displayed only after successfully entering in a correct Access ID and answering a Security Question(s) (if applicable).  Complete the required information on the Forgot Password screen.  The information provided must match an active Internet Banking account.  An email with a temporary will be auto-generated and sent to the email address on record within 3-5 minutes.

If you do not receive the email or continue to encounter problems signing in, please visit or contact your local branch to speak with a bank representative.

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How can I change my Access ID?



At this time, Access IDs cannot be retrieved or changed online.

For additional assistance, please visit or contact your local branch to speak with a bank representative.

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What if I forgot my Access ID?



At this time, Access IDs cannot be retrieved or changed online.

For additional assistance, please visit or contact your local branch to speak with a bank representative.

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How can I change my email address?



Once logged in to your online account, click on the "Change Options" link in the top right-hand corner of the screen.

For additional assistance, please visit or contact your local branch to speak with a bank representative.

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How can I change my Security/Challenge Questions?



Once logged in to your online account, click on the "Change Options" link in the top right-hand corner of the screen.

For additional assistance, please visit or contact your local branch to speak with a bank representative.

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What if I forgot the answers to my Security/Challenge Questions?



After multiple incorrect attempts have been made, the system will automatically disable the account to prevent any further access attempts.  You must contact your local branch for further assistance.

As a security precaution, if you do not recognize the question(s) being asked, do not proceed further.  Ensure you are logging in to the proper Monterey County Bank website and are entering in the correct Access ID.

For additional assistance, please visit or contact your local branch to speak with a bank representative.

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Can I make/request bank account changes online?



At this time, bank account changes (i.e. addresses, phone numbers, account signers, etc.) cannot be changed or requested online.

For additional assistance, please visit or contact your local branch to speak with a bank representative.

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Can I open/close bank accounts online?



No, for security purposes, bank accounts can not be opened and/or closed online.

For additional assistance, please visit or contact your local branch to speak with a bank representative.

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Can I transfer funds?



Yes.  To transfer funds, go to the "Funds Transfer" menu.  You must be a signer or authorized account agent on both accounts.  The accounts must be set up to accept or allow transfers and have an available balance.  Internal Transfers are only allowed between accounts established within Monterey County Bank.

External Transfers to other Financial Institutions are not available at this time.

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How long does it take for my transfers to process? 



Express Transfer: This transfer is processed as a one-time transfer and is recommended for same-day immediate funding. Funds are instantly reflected on the account and included in the available balance.  Transfers submitted prior to 5:00 p.m. PST will clear on the same business day. Transfers submitted after 5:00 p.m. PST will clear on the following business day.

New Scheduled Transfer: This transfer can be a one-time or recurring transfer scheduled for a future date(s). Recurring transfers scheduled for a fixed dollar amount will be processed according to the Frequency and Transfer Day selected at the time the transfer is scheduled. Should the scheduled transfer date fall on a non-Business Day, the scheduled transfer will process on the following business day. Transfers are processed and funds are made available at the end of Business Day (midnight PST) on the day of the transfer.

Loan Payment Transfer: Loan payments may be made online by transferring funds from eligible MCB accounts to the Loan account via Express or Scheduled Transfer.

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Will I receive a confirmation or receipt for my transfer?



Upon completion of the transfer, a confirmation page will be displayed that should be printed for your records. Additionally, you will receive a transfer statement in the mail reflecting the transfer detail.

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Can I reverse a transfer if there is an error?



Express Transfers are processed immediately, therefore, cannot be canceled or reversed.  A second transfer can be processed to replace funds back to the originating account(s).

Funds Transfers scheduled for a future date can be canceled or modified via the "Transfer List".

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Is there a limit on the number of transfers I can process online?



There are no limitations specific to Internet Banking online transfers.  Some accounts and their related transactions may however be subject to limitations and/or terms as outlined in the MCB Standard Disclosure.

Please visit or contact one of our branches to request a copy of our current MCB Standard Disclosure.

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Can I change the PIN on my ATM/VISA debit card online?



No. To change the PIN on your ATM/VISA debit card, please visit your local branch to speak with a New Accounts representative.  You will need your debit card and valid identification to process the request.

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Can I place a stop payment on a check online?



Yes. Via the Accounts menu, select the account to place the Stop Payment on then click on “Stop Payments”.  Complete the applicable information as requested.  Standard Stop Payment fees will apply as outlined in the MCB Standard Disclosure.

Please visit or contact one of our branches to request a copy of our current MCB Standard Disclosure.

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Can I order checks/deposit slips through the bank online?



At this time, online check/deposit slip ordering is not available.

For additional assistance, please visit or contact your local branch to speak with a bank representative.

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Can I view images of my checks online?



Yes.  Checks that have cleared your account will be listed under the Check Number column when viewing statement transaction detail.  Click on the check number to view the check image.

To search for checks (up to 18 months): Go to the "Transactions" menu, select "All Transactions" to search for checks.

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Can I view my account statements online?



Yes.  Via the "Accounts" menu, select the account then click on “Statements”.  Up to 18 months of statements may be view online for open accounts only.

For older statements or statements for closed accounts, please contact your local branch for further assistance.

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Can I sign up for eStatements?



At this time, electronic statement delivery is not available.

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Can I set up Account Alerts?



Yes, Account Alerts may be established by accessing the "My Alerts" menu.  By using this feature, you are opting in to receive email or online notifications for any of the available alerts that are established at your discretion.

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Can I export my account information to my financial software?



Yes, information for up to 18 months may be exported.

Go to the Account Summary screen for the account in which you would like to export information.  Via the "Transactions" menu, select "All Transactions".

Click on the “Export Transactions” link and complete all applicable fields.

Customers who integrate their Internet Banking account directly with third-party software (i.e. QuickBooks, Mint, etc.) by providing the third-party software the Access ID and Password to automatically import/export statement information, may do so at their own risk.

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What file formats are available for export?



The following file formats are available to export account information.  Please refer to your financial software to determine the proper format to select.

     ⇒ Comma Separated File [.CVS]
     ⇒ Microsoft Money [.OFX]
     ⇒ Intuit Quickbooks [.QBO] (2004 and Newer) 
     ⇒ Intuit Quickbooks [.IIF] (2003 and Older)
     ⇒ Intuit Quicken [.QFX]
     ⇒ Intuit Quicken [.QIF]

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What does Bill Pay offer?



Bill Pay is an electronic bill paying product that is intuitive and offers flexibility to users to:

     ⇒ Pay bills from multiple checking accounts within Monterey County Bank
     ⇒ Schedule multiple payments from a single screen
     ⇒ Schedule, change or stop single and recurring payments 
     ⇒ View payment history and cleared check images up to 18 months
     ⇒ Organize payees by categories
     ⇒ 24 x 7 access; extended hours Customer Service and Chat available
     ⇒ Set up Bill Pay Reminders 
            • E-mails remind users of payments due
            • E-mail notifications of activated payees
            • E-mail reminders when a bill was not paid by a "no later than" date

Note: Services and features may be subject to change.

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Is there a fee for enrolling/using Bill Pay?




There are no fees to enroll in Bill Pay.  Transactional fees may apply for services within Bill Pay (i.e. rush payment, stop payment, etc.).

Please refer to the Bill Pay Agreement and Disclosure [PDF] for additional information.

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How do I enroll in Bill Pay?



Access to Bill Pay is granted via the Bank’s Internet Banking service.  To enroll in Bill Pay, sign in to your Internet Banking account and click on the ”Bill Pay” button.  Complete the enrollment process.  All Bill Pay new enrollments require Bank review and approval.  All enrollments are reviewed within two (2) business days.

Additional paperwork may be required for enrollments associated with business accounts.

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Is Mobile Banking available?



At this time, Monterey County Bank does not offer Mobile Banking (via a mobile app or mobile website).  Monterey County Bank's website is accessible via some mobile devices and mobile web browsers.  Please note that the formatting and functionality, may vary from one device to another.

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How do I cancel my Internet Banking Account?



To cancel your Internet Banking account, please contact your local branch to speak with a bank representative.

Please note, that Internet Banking Accounts that are inactive (have not been signed in to) for one hundred twenty (120) days will automatically be disabled on the system and will no longer be accessible.  If your account has been disabled, please contact the Bank to speak with a representative for further assistance in re-establishing your online account.

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Error:  Incorrect Security Challenge Response



This error may be displayed for the following reason(s):

     ⇒ The answer provided to the Security Question is incorrect

After multiple failed attempts, the system will automatically disable the account.

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Error:  Account is Disabled



This error may be displayed for the following reason(s):

     ⇒ Multiple failed password attempts
     ⇒ Multiple failed Security Challenge Question/Answer attempts
     ⇒ Account has been disabled by the bank for security purposes
 

For additional assistance, please contact your local branch to speak with a bank representative.

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Error:  Login Information is Missing or Invalid



This error may be displayed for the following reason(s):

     ⇒ During the login process: the Access ID and/or Password entered are incorrect
     ⇒ During the login process: the Access ID and/or Password entered are invalid (account inactive*)
     ⇒ The Access ID and/or Password being created do not meet the security requirements
 

For additional assistance, please contact your local branch to speak with a bank representative.

* Internet Banking Accounts that are inactive (have not been signed in to) for one hundred twenty (120) days will automatically be disabled on the system and will no longer be able be accessible.  If your account has been disabled, please contact the Bank to speak with a representative for further assistance in re-establishing your online account.

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Error:  Unable to Process Request



This error may be displayed for the following reason(s):

     ⇒ The Internet Banking system is down for maintenance
     ⇒ The Internet Banking system is experiencing technical difficulties

The Bank will work with our service provider to ensure the system is back up and running as soon as possible.  As information is available to us, we will do our best to notify you by posting notices on the homepage of any scheduled downtime, due to system maintenance or reports of technical difficulties.

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Error:  Unable to Connect to Enterprise Server



This error may be displayed for the following reason(s):

     ⇒ The Internet Banking system is down for maintenance
     ⇒ The Internet Banking system is experiencing technical difficulties

The Bank will work with our service provider to ensure the system is back up and running as soon as possible.  As information is available to us, we will do our best to notify you by posting notices on the homepage of any scheduled downtime, due to system maintenance or reports of technical difficulties.

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Error:  Webpage or Online Session has Expired



Transaction did not Complete for the Following Reason(s):
1. A Security Error has Occurred - Online Session has Expired Possible Reasons Include Double Clicking or Pressing the Browser's Back Forward or Refresh Buttons. Return to the Login Page to Continue Session

For account security purposes:  Please use the menus, buttons and links provided on each page to navigate Monterey County Bank’s Internet Banking system. Using your internet browser’s back, forward, and refresh buttons to navigate the site will end your session and require you to log in to your account again.

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Page revised as of: 04/12/16

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