Digital Banking FAQs

What if I do not have access to the phone number or email account associated with my WaterStone Bank account?

Your current email address and phone number on file will be used to complete your initial login. If you experience difficulty logging in for the first time, contact Customer Support Center at 414.761.1000 (toll-free at 888.686.7272) to verify your identity.

I previously used Business Internet Banking and Consumer Internet Banking. Which Login ID and password should I use?

You will have separate Login ID’s for Consumer Digital Banking and Business Digital Banking.

How Do I Get Started?

How can I access Digital Banking on my phone or tablet?

Digital Banking is available by simply downloading the WaterStone Bank App on any iOS (Apple) or Android device. You may also access Digital Banking by visiting the WaterStone Bank website at wsbonline.com. Click on the Digital Banking login icon in the top right corner to be routed to the Digital Banking login page.

Can I use Digital Banking services on more than one device?

Yes, you can access Digital Banking via your phone, tablet, and/or computer.

How many failed login attempts am I allowed?

After 3 failed Login ID and/or password entries, you will be locked out of the system. If this happens, please wait 60 minutes and try again, or call Customer Support Center at (414) 761-1000 or toll-free at (888) 686-7272 for assistance.

Password Guidelines

Your Digital Banking password must meet the following requirements:

• contain between 5 and 15 characters
• include at least 1 number
• may not be the same as your current password

Please keep the following tips in mind when selecting your password:

A strong password helps protect your account. To create a strong password, keep the following guidelines in mind:

• create unique, original passwords
• use the longest practical password
• use a mix of upper and lower case letters
• include one or more numbers
• do not use repeating or adjacent characters
• the password you choose will be case sensitive

In addition, avoid using software or toolbars that store your password. It’s always a good practice to regularly change your password.

Remember to avoid the following when creating a password:

• do not choose passwords that others can easily guess
• do not reuse passwords for multiple online accounts
• never use your account numbers as your password
• do not use personal contact information, such as addresses or phone numbers
• do not use personal information, such as your name, birthday, Social Security Number, passport number, or the names of family members or friends
• do not use sequences of characters such as 1234567 or abcdefg

Registering a Browser or Device

What happens if I get a new mobile device or change my phone number?

There will be no changes if you get a new device. However, if you get a new phone number, please contact Customer Support Center at 414.761.1000 (toll-free at 888.686.7272) to update your number on file.

Can I use the Digital Banking services on more than one device?

Yes, you may use Digital Banking on multiple devices.

How long is a Digital Banking session? Will it time-out?

Each Digital Banking session is 30 minutes. This includes active and inactive use. However, you may log back in if you require additional time.

What is a Secure Access Code?

A Secure Access Code is a randomly generated number delivered to you via text, phone call, or email. The Secure Access Code is used to verify your identity when you log in to Digital Banking from an unregistered device or browser. Please note the Secure Access Code sent via text is a 6-digit number, located in the content of the text message.

Will the Digital Banking system require me to register my device?

Yes, registering your device ensures your machine is authorized to access your Digital Banking profile. We recommend registering your device if you plan on accessing your account from that device on a regular basis.

Every time I login, the system requires a Secure Access Code. Why doesn’t my device register with the Digital Banking platform?

There are several possible reasons that you may need to register a browser or device again, including:

• your browser settings are configured to delete cookies
• your browser cookies were removed for online banking
• you use a browser plug-in that automatically removes browser cookies when you close the browser
• you logged in with a different browser on the same registered computer
• you deleted and reinstalled the mobile banking App
• for security reasons, we reset all active registrations for all users

How do I remove the registration from a device?

Using your computer, delete all internet browser cookies or the browser cookies for Digital Banking. If you wish to remove the registration from a tablet or smartphone, simply delete the App. The registration information will automatically delete once the App is removed.

CHAPTER 2: MOBILE DEVICE

What can I do if the App is not working or is requesting an update?

If the App is not working, we recommend deleting it and downloading a new App.

CHAPTER 3: MESSAGES AND ALERTS

Secure Messages

What is a secure message?

A secure message is a safe method for you to communicate confidential information to WaterStone Bank when you log into Digital Banking. Please note, the typical response time is one business day.

Is the content of my message, including attachments, sent securely?

Yes, the delivery of your message is (SSL) encrypted and is never sent through public, unsecured communication channels like email communication.

How do I create a secure message?

1. In the Digital Banking menu, click “Conversations”.
2. Click or tap “New Conversation”.
3. From the “With” drop-down list, click or tap a Recipient.
4. In the Subject field, enter a subject.
5. In the Message field, enter the message.
6. You may attach a file to the message in the desktop version. To do so, click the attachment icon ( ). In the Open dialog box, select a file to attach to the message, and click “Open”.
7. When your message is complete, click “Send”. Your new message appears on the Conversations page.

How do I reply to a secure message?

1. After you read a secure message, click or tap the reply icon ( ). The Reply window appears.
2. In the Message field, enter the message.
3. (Optional) You may attach a file, if desired. To do so, click the attachment file icon ( ). In the Open dialog box, select a file to attach to the message, and select Open.
4. When your reply is complete, click Send.

Alerts

Can I enable alerts through Digital Banking?

Yes, you may create and manage alerts for your accounts. You may also enable/disable security alerts for account activity and edit delivery preferences for receiving alerts. Alerts are not sent in real time, there may be a delay between when transactions occur and when you receive an alert. Set up alerts by clicking on “Settings” and then “Alerts” in the Digital Banking Menu.

What kind of alerts are available?

• Account – warns you when the account balance drops below or rises above a specified threshold
• History – informs you when:
  • a specific check number clears
  • a credit or debit transaction is greater than or less than a specified amount
  • a transaction description matches specified text
• Online Transaction – alerts you of specific online-originated transactions that may influence your finances, such as domestic and international Wire Transfers
• Reminder—provides a prompt regarding a specific date or event

You can choose how often you want to receive alerts.

How will I be notified of alerts?

Alert delivery can be customized using the following methods:

• Email – email notifications are not recommended as email accounts can be compromised
• Voice
• SMS Text Message – dependent on acceptance of SMS Terms and Conditions to receive text messages
• Secure Message Only – alerts will be delivered to your “Secure Messages” mailbox in Digital Banking

When will I receive my alerts?

Alerts are not sent in real-time. You will receive alerts at the beginning of the business day following the transaction.

What if I do not receive a phone or email alert?

If you believe you did not receive a phone or email alert, confirm the alert is enabled by clicking on “Settings” in the Digital Banking Menu. You may also reference your voicemail and junk email folder to be certain they didn’t get misfiled. If you are in need of further assistance, please contact Customer Support Center at 414.761.1000 (toll-free at 888.686.7272).

Please note that email, voice, and text message alerts should not be used to manage critical account details or appointments. Due to its nature, email, voice, and text message networks may not be dependable. However, secure messages within our system are reliable as they are contained entirely within our Digital Banking system.

Which wireless carriers are supported?

We support most of the popular wireless phone carriers, including AT&T, Sprint, T-Mobile, and Verizon. If your carrier is not listed upon enrollment, select “Other” and try the Mobile Web option. You may also check back later as new carriers will be added.

Do I need a text message or data plan?

No. However, text messaging and/or data usage can become expensive without them. Please check with your wireless provider for more information.

What is considered a business day?

A business day is defined as Monday through Friday, excluding federal holidays.

Will I need to acknowledge agreements in the Digital Banking platform?

Yes, you will be presented with our Digital Banking agreement and other compliance related documents within the system.

What cut-off times do I need to be aware of in Digital Banking?

The cut-off time for all outgoing ACH is 5:30 pm. CST Domestic Wires 4:00 pm. CST, International Wires 3:00 pm.  CST and External transfers is 4:30 p.m. CST.

CHAPTER 4: ACCOUNT OPENING, DETAILS, AND STATEMENTS

Account Opening

Can I use Digital Banking to open accounts?

Yes, the following accounts can be opened in Digital Banking:

• Universal Checking
• Essential Checking
• Money Market
• Savings
• Blue's Jr. Bankers Kinds Club
• Standard Term CD
• Promo CD
• Purpose CD

How can I fund the accounts I set up in Digital Banking?

You may fund an account using a Debit Card, Credit Card, or (internal or external) bank transfer.

How long will it take to open an account?

Typically, opening an account only takes a few minutes. Our Digital Banking account opening process is designed to be as seamless and efficient as possible. After you login, select “Open Accounts” from the Digital Banking Menu.

Account Details

Will I see all of my WaterStone Bank accounts with one Login ID?

Business and personal accounts will have separate Login IDs. When logging in to your personal account, you will see all of the personal accounts you own. When logging in to your business account, you will see all of the accounts that you have been assigned to.

If you wish to view your personal and business accounts with one Login ID, please contact our Cash Management Team at 262.696.7158.

Will I be able to access Digital Banking while traveling outside of the country?

Digital Banking access will be available to you while traveling in Mexico, Canada, United Kingdom, Ireland, and Germany.

Am I able to view financial accounts I have outside of WaterStone Bank, via the Digital Banking platform?

Yes. See your full financial picture in one place by aggregating your accounts – including those outside of WaterStone Bank. To get started, click “Link Accounts” on the main screen and follow the prompts to add your accounts from other financial institutions.

I’m having a hard time aggregating my accounts from other financial institutions. What should I do?

If you’re experiencing trouble linking your accounts, please try the following steps:

1. Log out of your account and log back in
2. Unlink your account and repeat the steps to re-link it
3. Contact Customer Support Center at 414.761.1000 (toll-free at 888.686.7272)

Can I download to Quicken or QuickBooks? What versions are supported?

Yes. Quicken’s 2017 version will be supported for two years, and QuickBooks versions will be supported for 3 years.

When I download the Digital Banking App to Quicken, it does not launch automatically. Why?

Typically, this means the file type is not properly associated with the application. The easiest way to create the association is to save the download file to your desktop, right-click the file, and click “Open With”. In the “Open With” dialog, select “Quicken or QuickBooks”. The next time you download your history, the program should launch automatically.

Will I be able to pay my loans within Digital Banking?

Yes, you can make your monthly payments by transferring money from a deposit account to your loan.  

Will pending or real-time transactions appear immediately in the new Digital Banking platform?

Yes.

Can I change my address through Digital Banking?

Yes, changing your address can be done through Digital Banking on one or more of the accounts you hold at WaterStone Bank. This address change request will update your account profile, statements, and other mail correspondence associated with your account. This change may take 24 to 48 hours to take effect.    

Can I order checks in Digital Banking?

Yes. Both Business and Consumer customers can order checks.

Will I be able to view check images in Digital Banking?

Yes, you will be able to view images of checks you wrote once they clear your account. However, you will not be able to see images of checks you deposited.

External Transfers

Can I transfer funds to and from accounts I already own at another financial institution?

Existing customers are able to perform external transfers. Consumer accounts should request access by contacting the Customer Support Center at 414.761.1000 (toll-free at 888.686.7272). Business users can receive rights via the access assigned by the company administrator. New customers are eligible after the account has been established for 30 calendar days and has received a direct deposit.

How do I add an external account?

To add an external account, click on “Transactions” in the Digital Banking Menu, and select “Add External Account.”

How do I delete an external account?

To delete an external account, go to “Settings” in the Digital Banking Menu, and click “Account Preferences.” Then, select your external account and click on the trash can image to delete.

Fund Transfer

Can I transfer funds between my WaterStone Bank accounts within Digital Banking?

Yes, you may transfer funds by clicking on “Transactions” in the Digital Banking Menu, and selecting “Funds Transfer.” You can perform one time transfers or set up recurring transfers.

How do I cancel a transfer that was set up as a recurring transfer? Can I cancel one transfer within the series of recurring transfers?

You may cancel one or multiple transfers within a series of recurring transfers. To cancel a single transfer click “Transactions” in the Digital Banking Menu. Then, select the “Single Transfer” tab within the Activity Center. Select the corresponding transfer by date, click the three vertical dots to the right of the transfer, and choose “Cancel”. Cancel the entire series by selecting the “Recurring Transfers” tab.

Activity Center Page

How is the Activity Center page different from the Account Details page?

The Activity Center page contains all transactions initiated in Digital Banking, including checks deposited through Mobile Check Deposit. It does not include transactions that you make via other means, such as ATM or Debit Card transactions. The Activity Center page also shows the status of each electronic transaction as it moves from a drafted status to approved, and processed.

Statements

Will I have access to my e-statement history?

Yes, you will have access to account statements that you choose to receive electronically. Those statements will be available dating back to November 2019. Statements will be available indefinitely.

Where do I go to view my statements?

Statements can be viewed by clicking on “Statements” in the Digital Banking Menu. Then choose “View Statements” and select the desired account.

To see which of your accounts are set for electronic (versus paper) delivery, click on “Statement Delivery.” If you would like to enroll in e-statements, click on the pencil icon to update your preferences.

Why are some accounts not included in the account drop-down list when viewing statements?

At this time, certain account types do not support e-statements.

Will past loan statements be available in the Digital Banking platform?

Yes. Loan statements will be available from January 30, 2020.

CHAPTER 5: PAYING BILLS

Paying Bills

What is a Payee?

A Payee is the issuer of a bill that is due to be paid by you.

How do I add a Payee?                                

Clicking “Add Payee” at the top of the payments page will walk you through a one time, step-by-step setup process to gather key information used to send your payments.

What information is printed on the checks?

Are there different Bill Pay options available when viewing on a desktop versus mobile or tablet?

No, there is no difference between the devices.

Will I need to sign an agreement to utilize Bill Pay?

Yes.

What is the daily cut-off time for Bill Pay?

The cut-off time for sending same day payments is 1:00 p.m. CST.

If I create a future-dated check, when will the check be processed and effective?

If you create a future-dated check, the check will be processed on the processing date you select. The date that the check arrives at your recipient’s address is dependent on the U.S. mail system.

How do check memos work?

Memos are available for use when there is additional information about the payment you need to disclose. (I.e.: adding “apply extra payment to principal” on a mortgage payment)

What are Payee Categories?

Payee Categories allow you to group your Payees for customized listings, whether you’re scheduling payments, viewing pending transactions, or researching your transaction history. You can manage your categories under “My Account” and assign a Payee to a category when adding or editing them.

When is my account debited to fund these payments?

If the payment is made via check, your account will be debited when the check clears your account.  

Can a Payee see my payment comment?

No. Comments are for your personal use and will not be sent with your payment.

How long should I allow for the payment to arrive at the Payee?

You should plan the same amount of time you would if you were mailing a check. 

What if I do not have an account number with the Payee (i.e. company) or the Payee is a person?

Please see Chapter 10 on People Pay.

Payments

How do I set up a person-to-person payment?

When adding a Payee, choose the “Pay a Person” option. Whether you have their deposit account information or not, there are options readily available to send your payment.

Can I make payments on a holiday or weekend?

No. Holidays and weekends are designated as ineligible for payment processing and will affect the dates available when scheduling your payment.

How do I set up recurring payments?

To set up a recurring payment, click the “Make it Recurring” link located in the “Action” column of the payment page. Enter the amount and select the “Pay from Account.” You may also include the frequency of the scheduled payments.

Can I see payments that will process more than 45 days from now?

Yes. You can view all of your scheduled payments by clicking the “View Pending Transaction” link available below the schedule payment section of your payment page.

Is there a cutoff date for editing or stopping a payment?

Yes. You may edit or stop a payment prior to 11:59 p.m. EST on the date the payment is scheduled to process.

What is my transaction history?

Your transaction history helps you keep track of your payments with customized reports. It provides a detailed timeline of each transaction scheduled within Bill Pay.

How long are records stored in my transaction history?

Your transaction history will allow you to report transactions up to 18 months from the current date.

eBills

What is an eBill?

eBills present due dates and amounts from your billing statement to alert you when it’s time to schedule payments.

How do I set up an eBill?

Your Payee must have a website available to view your bill online to be eligible for eBills. If your Payee is eligible for eBills in Bill Pay you will need to provide the credentials to access the bill information for the Payee.

How does Autopay work?

Autopay will schedule a payment for you when your new eBill arrives, based on your preferences.

Rush Payments

What is a rush payment?

A rush payment can be used to send a payment via check that requires delivery within the next two days. Fees will apply.

How do I rush a payment?

If you have a bill that’s quickly approaching the due date, you can use the “Rush Delivery” link to select a guaranteed delivery option.

Can I track a rush payment?

Yes. If you choose an option that includes UPS tracking, you can monitor the delivery of the payment in your transaction history.

Pay from Account

Can I add another Pay From account?

A Pay From account can be added by accessing “My Account” and clicking the “Add Account” link located in the Pay From account section.

How do I edit Pay From account information?

A Pay From account can be edited by accessing “My account.” Click the “View account” link and then select “Edit.”

Message Center

What is my Message Center? How does it work?

The Message Center is located within Bill Pay. It provides a secure means for communicating with us regarding your accounts or payments.

How long are my messages stored?

Messages are retained for 180 days from the date the message was received or sent. They will be systematically deleted after that time elapses. However, you may save messages by clicking on it and selecting “This message should never expire” in the message detail area.

Miscellaneous

How do I schedule an alert or reminder for myself?

Click “My Account” and use the “View Alerts” link under the “Notifications” section of the page to set the notification preferences within your Bill Pay account. To add a reminder from the payment page, click the Payee name and use the “Add Reminder” link to have notifications sent to your phone or email when a payment is due.

Why does my dashboard say “Attention Required”?

If there are actions required, the “Attention Required” indicator will appear. This notification will provide links to help you resolve the items.

What is the payment calendar and how do I use it?

The payment calendar is a monthly snapshot of transactions that are pending or processed. You can access pending payments or payment history by clicking the transaction totals displayed on any given day.

CHAPTER 6: MOBILE CHECK DEPOSIT

Mobile Check Deposit

What is Mobile Check Deposit?

Mobile Check Deposit lets you deposit a check into an eligible WaterStone Bank Checking, Savings, or Money Market account. This can be done by taking a picture of the front and back of the check, using your iPhone, iPad, or Android device.

Is there a fee to use WaterStone Bank Mobile Check Deposit?

No, you will not be charged a fee to make deposits using Mobile Check Deposit.

What are the eligibility requirements for using Mobile Check Deposit?

To access Mobile Check Deposit, you must be enrolled in Digital Banking and have at least one eligible WaterStone Bank Checking, Savings, or Money Market account.

When will the funds be available for withdrawal once I make a Mobile Check Deposit?

Deposits made using Mobile Check Deposit are processed and based on the time the deposit was submitted. If we receive the deposit after 6:00 p.m. CST on a business day, on a non-business day (Saturday – Sunday), or on a Federal holiday, your deposit will be reviewed for approval on the next business day, which will be considered the processing day of your deposit. For approved checks, all funds will be available two business days after the day you receive notice your Mobile Check Deposit was approved. If you are a new customer, during the first 30 days of account opening, funds will be held an additional five business days, totaling seven business days.

What is considered a business day?

A business day is defined as Monday through Friday excluding Federal Holidays.

Should I endorse the back of my check(s) before making a deposit using Mobile Check Deposit?

Yes. Please endorse the check with your signature.

Should I include a deposit slip with the picture of my check for Mobile Check Deposit?

No. You do not need to include a deposit slip for deposits made using Mobile Check Deposit.

Do I photograph both the front and the back of my check for Mobile Check Deposit?

Yes. During the deposit process, you will be required to photograph the front and the back of your check.

What types of checks can I deposit through Mobile Check Deposit?

You may deposit most U.S. personal, business, and government checks through Mobile Check Deposit. Foreign checks, U.S. Savings Bonds, Travelers Checks, and third party checks (not payable directly to you) are not accepted via Mobile Check Deposit. Money orders and rebate checks may not be accepted. If you have questions or are in need of further assistance, please contact Customer Support Center at 414.761.1000 (toll-free at 888.686.7272).

How will I know the status of a Mobile Check Deposit?

You will receive an automated email message when a photo of the front and back of the check for deposit is successfully submitted to WaterStone Bank. A second email notification will be sent when the check is approved. If the check is declined, you will be emailed a notice including a brief explanation.

Will I see my Mobile Check Deposit in my transaction history?

Yes, Mobile Check Deposits will be included in your transaction history within 2 business days.

What if I submitted a mobile check for the wrong amount? Do I need to resubmit the deposit?

No. If you notice an error in a deposit you submitted, do not resubmit it. We will make the correction during the review process.

What if I accidentally submit the same Mobile Check Deposit twice?

If the same deposit is submitted and approved twice, one of the deposits will be reversed from your account.

A check I submitted was returned. Can I resubmit it via Mobile Check Deposit?

No. If a check you deposited via Mobile Check Deposit is returned, WaterStone Bank will send you a notice of a returned check with a copy of the check. You must re-deposit it at a WaterStone Bank Branch.

How long should I keep the original check I deposited through Mobile Check Deposit?

Please keep all original checks deposited through Mobile Check Deposit for 30 days. Do not attempt to deposit checks a second time. In addition, do not "VOID" checks after submittal in the event the deposit is not approved. We recommend that you store checks in a secure area, and shred them before discarding.

Why are check images being rejected in Mobile Check Deposit?

The most common reason a check image is rejected is because the image you submitted was not clear enough. For the best results, we recommend that you lay checks on a flat, dark surface with adequate lighting. Hold the camera steady and make sure all four corners of the check are captured.

Mobile Check Deposit will reject the following items; any check not properly endorsed on the back of the check, any check detected as a duplicate, images submitted with two pictures of one side of the check (versus front and back), or if the routing and account number at the bottom of the check (MICR line) is not valid or legible.

CHAPTER 7: BUSINESS ACCOUNTS

As a Business customer, will I receive a token?
Yes, you will receive a SOFT-token allowing you the opportunity to have your token on either your computer or smart phone. You may download it for free here.

What do I need to know about using Check Positive Pay?
Check Positive Pay allows you to enter or upload a daily file of your check issues list. The system will then verify in clearing checks against your issues list. Any checks that do not match will be considered an exception. You will need to review all exception items on a daily basis.

Can I see transactions from other users in my company?
Depending on your rights, you will be able to see transactions from other users.

How will ACH pre-notes work in Digital Banking?
You will now have control of sending pre-notes via ACH. To send a pre-note to a newly established recipient, send a zero dollar ACH transaction to the recipient’s account. The pre-note confirms the validity of a routing number and account at the receiving financial institution without any movement of funds taking place.

The system does not accept some SEC codes. What can I do?
Currently, we only support PPD and CCD SEC codes.

When might I use an intermediary financial institution?
You may need to use an intermediary financial institution if the beneficiary’s financial institution is not a direct Fedwire participant and cannot receive a wire transfer via the Fedwire system.

If I delete a user, will it delete that user’s activity?
No, if you delete a user it only removes their access and rights to the online banking system. All payments and templates that the user created will remain, in addition to references of their online activity.          

Can I edit user information?
For security purposes, the Primary User of each business can enable or disable the following features for their users:

• Address Change
• Bill Payment
• Check Order
• Internal Transfer
• External Transfer
• Stop Payment
• ACH
• Wire Transfer

Users are able to change their own profile information, Login ID, and password.

CHAPTER 8: FINANCIAL TOOLS

Will "roundup" be an option for funding?
Roundup is not part of the initial launch. We hope to add this or a similar feature in the future.  
 

CHAPTER 9: CARDSYNC

What is CardSync?
CardSync lets you apply new Debit or Credit Card information across your favorite subscription and digital points of sale (POS) services like Hulu, Netflix, iTunes, and Amazon.

How does CardSync work?
CardSync provides a single spot to update your card on file wherever you pay – subscription and streaming services, eCommerce merchants, and more. With CardSync, you provide your login credentials for a subscription service and your WSB-issued card information. The new preferred payment information is automatically tested and applied. The update is live within 24 hours.

Does CardSync support payment methods other than card payments (ACH, check, etc.)?
No.

Can account holders use this service for cards other than their WSB-issued card?
No.

Does CardSync work for traditional bill pay or direct billers?
No, CardSync is specifically designed for subscription services and digital points of sale.

CHAPTER 10: PEOPLE PAY

What is People Pay?
People Pay is a mobile payment option that allows you to send payments immediately to others using a WaterStone Bank Debit Card. The funds will deposit directly to the recipients preferred account at WaterStone Bank, PayPal or Venmo. It’s a great way to quickly send money to someone in an emergency or for a special occasion by simply entering recipient’s email address or mobile phone number.

Who can use People Pay payments?
People Pay is available to all consumer customers with a WSB Debit Card.

What are some of the high-level features and benefits of People Pay?

• easy to set up, and easy to use
• send money quickly: near-real-time in some cases
• convenient: send money from your desktop, tablet or mobile phone
• no networks to register or join
• highly secure

What mobile devices can be used?
iOS (Apple) and Android devices are supported.

What information do I need to send payments?
In order to send a payment, you will need a WSB Debit Card, the recipient’s email address or mobile phone number.  If you are sending money via the recipient’s mobile phone number, the device you are using must be able to send SMS text messages.  If your device cannot send SMS text messages, please use the recipient’s email address.

Does the recipient need to be a WaterStone Bank Customer?
No.  If the recipient is a WaterStone Bank Customer, the payment will be automatically deposited into their preferred account.  If the recipient is not a WaterStone Bank Customer, they will have the choice to deposit payment into their PayPal or Venmo accounts.  If they do not have a PayPal or Venmo account, they would need to set up an account to accept People Pay payments.

Who can I send payments to?
Payments can be sent to almost anyone in the United States.

How is a recipient notified?
If the recipient is a WaterStone Bank Customer, a notification is not sent.  Funds are directly credited to the customer’s account.  If the recipient is not a WaterStone Bank customer, the email or SMS message will contain a link directing the recipient to choose how they would like to receive the payment.

How quickly will a recipient receive funds?
A recipient with an account with WaterStone Bank will receive funds near real-time. If the recipient is not a WaterStone Bank customer, they will have the choice to deposit the payment into their PayPal or Venmo accounts.  If they do not have a PayPal or Venmo account, they would need to set up an account to accept People Pay Payments.

Is People Pay secure?
Yes, People Pay is secure. Payment requests are validated via a secure online PIN pad, along with the standard authentication measures of Digital Banking.

Am I able to reject a payment I received from someone via People Pay?
Yes, you can decline a payment you received via People Pay.  In addition, if the payment is not accepted within 5 days, it will automatically be returned to the sender. 

My payment recipient is receiving an error message when they try to deposit the money using their Debit Card. Why?
This is most likely occurring because the recipient’s email address or mobile phone number they entered is not matching what is configured in either PayPal or Venmo.  The recipient simply needs to ensure they are entering the correct email address or mobile phone number when accepting the payments.

What happens if I entered the wrong recipient information or I would like to cancel a payment I made to someone?
As the sender, you can view your payment history within Digital Banking and People Pay.  As long as the recipient has not accepted the funds, you can cancel the payment.

CHAPTER 11: TEXT BANKING

How do I enroll in Text Banking?
To enroll in text banking, follow these steps:

1. In the Digital Banking menu, click “Settings” and then “Text Enrollment.”
2. Once the Text Enrollment page appears, click “On.”
3. Enter the phone number you would like to enable for text banking in the SMS Text Number field.
4. Click “Terms and Conditions” to read the terms and conditions in another tab.
5. Click “Privacy Policy” and read the privacy policy in another tab.
6.  Select the “Agree to Terms” check box.
7. Click “Save”.
8. In the Enrollment Successful message, do one of the following:
   1. Click “Close” to close the Text Banking settings.
   2. Click “Visit Preferences” to configure account preferences for Text Banking.

How do I use Text Banking?
To use Text Banking, send a text message to BANKME (226-563) with one of the below commands. When the action is complete, the text message reply will include the information or the results of the action.