Frequently Asked Questions Click to reveal answer

Why does the Username I want not work?

Your Username needs to be at least six characters and is CaSe SeNsitivE. If it still does not work, someone else may already be using that Username.

Why does the Password I want not work?

Your Password needs to be at least 8 characters, but no more than 17 and is CaSe SeNsitivE. It needs to contain at least 2 letters and 2 numbers.

What is a PassMark™ Image and why do I need it?

A PassMark™ is the image you select when you enroll. This is an enhanced security feature that helps protect you while you access your account. On the Internet today, fraudsters attempt to steal your identity by impersonating the websites you trust. We are committed to proactively protecting you against such attacks. The PassMark™ helps us do this.

Can I upload my own PassMark™?

No, you cannot upload your own PassMark™. For security reasons, you must choose one of the 50,000+ pre-loaded images we provide to you during enrollment.

What keeps somebody from stealing my PassMark™ and Phrase?

We only show you your PassMark™ and Phrase if you login from your registered computer, or after you have answered a challenge question. So, it is not possible for an unauthorized person to get access to your PassMark™ and Phrase.

I see Username on the home page, but where do I enter my Password?

The log-in process has improved to protect the privacy and the security of your personal information. We will still ask you for your Password, but not until we have confirmed your identity and let you know you are at the correct Web site.

Why am I being asked a challenge question when I try to login?

We ask you a Challenge Question when we detect that you are trying to login from a computer you haven't selected us to recognize . This is to prevent unauthorized access to your accounts. Since only you know the answer to the questions, we will know it’s really you.

IF you check the box: Please recognize this computer when I login, you will only be asked a challenge question the first time you login from a new computer. If you are using a public terminal, you will not want to check this box.

How will I know that I am not at a fraudulent site?

After you enter your Username and Login you will be redirected to Online Banking. Once you click 'OK' you will see your PassMark™ Image and Phrase, so you know it's safe to enter your Password. If you do NOT see the correct Image or Phrase you may be on a fraudulent site, do not enter your Password, instead call 1-800-320-7262 and ask for the Internet Department.

How will you confirm my identity?

We will confirm you identity by these factors:

  • Your Username and/or Password
  • The computer you are using
  • Security question and answer you have entered during Enrollment

Can I access my account from multiple computers?

Yes If you log-in from a new computer or a public terminal, you will need to go through one extra step of answering a Challenge Question. This helps protect you by keeping unauthorized people from accessing your valuable information. There is no limit on how many different computers you can use to login to your account.

Can I change my PassMark™ Image, Phrase, Challenge Question or Password after I enroll?

Yes, you can change any of these by going to User Options in Online Banking.

In Online Bill Pay, when is the money for the payment withdrawn from my payment account?

If the payment is sent electronically, the money for the payment is withdrawn from your payment account on the pay date (the date the biller receives your payment).

If the company or person cannot receive electronic payments, Stearns Bank prints a check and sends it to the billing address. For some checks, the money for the payment is withdrawn on the pay date. For others, the money is withdrawn when the company or person deposits or cashes the check.

In Bill Pay, when does a Biller receive my payment?

We deliver your online bill pay payment on the pay date that you select.

What is the cutoff time for online transfers?

The cutoff time for an internal transfer is 6 pm Central Time and an ACH or Wire Transfer (PremierEcorp) is 3 pm Central time. Transfers initiated after the times stated will occur the next business day.