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Adirondack Bank

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Frequently Asked Questions

If you need further assistance, please contact an Adirondack Bank representative at (315) 798-4039 or (877) 404-2265.

 

Computer Requirements
- What are the browser requirements?
- How do I know if I need to update my current browser?
- How do I get the most recent version of Internet Explorer or Netscape Navigator?
- What kind of computer software and equipment do I need?
 

Tips for Technical Problems
- What should I do if my browser only loads part of a page?
- Why does my browser seem slow?
- How can I print without graphics?
- Why did my session log out?
- My account says that it is disabled, why did this happen and what do I do?
- I get a message that says “Cannot access unsecured Website” what does this mean?
- I get a message that says “Invalid Security Code” what does this mean?
- I get a message that says “No active session was found” what does this mean?
- I get a message that says “Page cannot be displayed at this time” what does this mean?
- I get a message that says “Secure connection cannot connect with Webserver” what does this mean?
- I get a message that says “Unable to establish a secure connection” what does this mean?
- Is there online help available?

 

Security
- Are there any security guidelines to eCom?
- Is the Internet safe and secure to use eCom?

 

Using eCom
- What is eCom?
- Are there any fees for eCom?
- How do I sign up for eCom?
- How many characters must my eCom password be?
- What is a case sensitive alpha numeric password?
- What do I do if I forgot my password?
- Can I change my eCom password online?
- Does my password expire?
- How often should I change my eCom password?
- What type of transactions can I do online?
- Why is my current balance different from my available balance?
- What is the difference between an express transfer, a one-time transfer, and a scheduled (recurring) transfer?
- Can the joint member on my account use eCom?
- How do I sign off eCom?


Computer Requirements


What are the browser requirements?

To access eCom, we suggest that you use a web browser such as Internet Explorer or Netscape Navigator. Your browser must support 128-bit SSL encryption so that we can maintain the highest encryption standards throughout our site to protect your online account information.


How do I know if I need to update my current browser?

To determine whether you need a newer version of your web browser for Internet Explorer:

  1. Open up your browser window.
  2. Click on the "Help" option button at the top of the browser.
  3. Click on the heading "About Internet Explorer"
  4. There should be a heading called "Cipher Strength" in the window that opens up when you click on the "About Internet Explorer". It must say 128-bit, to the right of the "Cipher Strength" heading, for you to have 128-bit encryption.
    If you don't have 128-bit encryption you can click on the link "(Update Information)", to the right of the "Cipher Strength" heading, to download the 128-bit encryption software.

To determine whether you need a newer version of your web browser for Netscape Navigator:

  1. Open up your browser window.
  2. Click on the "Help" option button at the top of the browser.
  3. Click on the heading "About Navigator" or "About Communicator”.
  4. Once you have clicked on the "About Navigator" or "About Communicator" heading you will be taken to a page that tells you about your browser version. In this page you must have a section of text that states:
    This version supports high-grade (128-bit) security with RSA Public Key Cryptography, DSA, MD2, MD5, RC2-CBC, RC4, DES-CBC, DES-EDE3-CBC.
    If you don't have this section of text, you will need to upgrade your Netscape browser.

How do I get the most recent version of Internet Explorer or Netscape Navigator?

You can download a copy directly from Microsoft using your current browser and following the directions. Choose a version to download that is version 4.0 or higher for Netscape Navigator and 5.5 or higher for Internet Explorer.

 

What kind of computer software and equipment do I need?

You will need an internet service provider and a web browser that supports Secure Socket Layers (SSL) with 128-bit encryption.

Tips for Technical Problems

 

What should I do if my browser only loads part of a page?

If you are using Internet Explorer, click on the “Refresh” button on the toolbar. If you are using Netscape Navigator, click on the “Reload” button on the toolbar. In the event that this does not correct the problem, our site may be experiencing exceptionally heavy usage. Please try again at a later time.

 

Why does my browser seem slow?

You may need to upgrade your browser.
The required 128-bit encryption may slow your browser.
You may have a number of applications running. By closing some of these programs may improve your computer’s performance speed.

 

How can I print without graphics?

Highlight the text that you would like to print. Right click on your mouse, and then select “Print”. When the print menu comes up choose the option in the print range that says “Selection”.

 

Why did my session log out?

For security purposes, there is a time limit on your session. If you are logged on for 10 minutes without any activity the eCom session will automatically disconnect. You may return to the log in screen to sign back into your account.

 

My account says that it is disabled, why did this happen and what do I do?

Your account may have been disabled due to too many invalid log in attempts, or incorrect account information. Please contact an Adirondack Bank Representative to have this reset. Please be prepared to verify your identity when calling. (315) 798-4039 or (877) 404-2265

 

I get a message that says “Cannot access unsecured Website” what does this mean?

You may be using a browser that does not support 128-bit encryption. First, you will need to identify which version and encryption strength your browser is currently running. If you do not meet these requirements, you will need to upgrade your browser.

 

I get a message that says “Invalid Security Code” what does this mean?

While attempting to log in to eCom, you entered your Access ID or Password incorrectly. Please verifty that you are using the correct Access ID and Password and re-enter the information.

 

I get a message that says “No active session was found” what does this mean?

Your browser may be set to “Work Offline”, or you may have lost your connection with the Internet. To check your online status, click File (located on the menu bar). A drop-down menu will appear, make sure Work Offline is not checked, if it is simply select it (this will remove the checkmark.) Or check your connection to the Internet, and if you have been disconnected, log back on to the Internet.

 

I get a message that says “Page cannot be displayed at this time” what does this mean?

You may have a slow Internet connection, or eCom may be down. Try one more time to connect to eCom and if you are unsuccessful the second time, please contact an Adirondack Bank customer support representative at (315) 798-4039 or (877) 404-2265.

 

I get a message that says “Secure connection cannot connect with Web server” what does this mean?

You may be using a browser that does not support 128-bit encryption. First, you will need to identify which version and encryption strength your browser is currently running. If you do not meet these requirements, you will need to upgrade your browser.

 

I get a message that says “Unable to establish a secure connection” what does this mean?

You may be using a browser that does not support 128-bit encryption. First, you will need to identify which version and encryption strength your browser is currently running. If you do not meet these requirements, you will need to upgrade your browser.

 

Is there online help available?

Yes, should you require additional assistance; Online Help is your best solution. It’s convenient, simple to understand, and structured in a format that enables you to find the information you need quickly. Help is available upon a successful log in to eCom by clicking the Help button at the top of your eCom page. Help is divided into three parts, Contents, Index, and Search.

Security


Are there any security guidelines to eCom?

One of our highest priorities at Adirondack Bank is to ensure the privacy of your information. Once you enroll in eCom, you will be able to create an Access ID and Password that serves as your first line of security. While you are accessing the online banking services, you will be utilizing state-of-the-art encryption technology of all data that is transmitted between your computer and our secure server. Most browsers today utilize an encryption method called Secure Sockets Layer (SSL). SSL is software-based security protocol that encodes date before it is transmitted over the Internet.
128-bit encryption provides a high level of security; major commercial browsers such as Netscape Navigator’s versions 4.0 and higher, along with Internet Explorer’s versions 5.5 and higher, include this encryption software. eCom requires the use of 128-bit SSL encryption to ensure the privacy of your information.
To ensure that your encryption is active, an icon such as a lock or key will be displayed in the corner of your browser’s window.
To maintain these safe levels of security we suggest you practice these habits
- Never reveal your Access ID or Password to anyone.
- Change your password frequently using the change password function
- Always log off of eCom before leaving your computer
- Always log off of eCom before accessing other websites

 

Is the Internet safe and secure to use eCom?

The Internet is inherently insecure but at Adirondack Bank, security is extremely important and we have taken the necessary precautions to ensure that the highest levels of security are in place. eCom requires the use of certain web browsers because of their built in security encryption features. If you use a browser that does not have the security features required, you will not be able to log on to eCom.

Using eCom
 

What is eCom?

eCom is a service for Adirondack Bank customers that provides convenient access to account information and account transactions using the Internet. Customers will be able to access their accounts 24-hours a day, 7 days a week. eCom is compatible with Quicken, and Microsoft Money.

 

Are there any fees for eCom?

No, eCom is free to all customers that sign up. However, Adirondack Bank reserves the right to charge a fee.

 

How do I sign up for eCom?

To sign up for eCom you must complete an application form online. Please visit the following link to complete an application.

 

How many characters must my eCom password be?

To log in to eCom you must provide a case sensitive, alpha numeric password which must be at least 8 characters long with a maximum of 12 characters. Your password must also incorporate at least one upper case letter, at least one lower case letter, at least one number, and at least one special character. (Special characters are: !, @, #, $, %, ^, &, *, )

 

What is a case-sensitive, alphanumeric password?

Case sensitive means that both upper and lower case letters are representative of each other (an “e” is an “e”; and an “E” is an “E”)

 

What do I do if I forgot my password?

For security purposes, you will need to contact an Adirondack Bank Customer Service Representative for further assistance.

 

Can I change my eCom password online?

You can do so online at any time by selecting password change under the options button.

 

Does my password expire?

No, however if you do not use your Access ID and Password for 6 months, your account will expire and you will need to contact an Adirondack Bank Customer Service Representative to reactivate your account.

 

How often should I change my eCom password?

For security reasons, we recommend changing your eCom password every month or two. Choose a password you will remember so you do not have to write it down. If someone has learned your password, change it immediately or contact an Adirondack Bank Customer Service Representative to reset your account.

 

What type of transactions can I do online?

You can access all of your accounts with our Bank online. You can review, print, initiate transactions, and transfer funds between accounts. You can also select transactions, sort transactions and export transactions to personal financial management applications.

 

Why is my current balance different from my available balance?

The difference between available and current balance in your account may be any check transaction you have done within the past few days or any holds placed on checks deposited.

 

What is the difference between an express transfer, a one-time transfer, and a scheduled (recurring) transfer?

- An Express Transfer can be performed from any page in eCom, and is a single and immediate transfer of funds from any one account to any other; both debit and credit will occur on the same business day.
- A One-Time Transfer is a single and immediate transfer of funds from one account to another; both the debit and credit will occur on the same business day.
- A Scheduled (Recurring) Transfer is a repeated transfer of funds over a designated period of time. For example, you can schedule a recurring transfer weekly, bi-weekly, monthly, bi-monthly, quarterly, semi-annually or annually. The debit occurs on the day the transfer is scheduled for and the credit occurs on the following business day.

 

Can the joint member on my account use eCom?

The joint member can access the account online; however they will have to submit an application so we may assign them their own Access ID and Password.

 

How do I sign off eCom?

For maximum security, we recommend that you sign off each time you are finished using eCom. To sign off, just click on the Log Out / Home button. If you forget to do so, the “time out” feature will automatically sign you off after 10 minutes.