North Shore Bank - Internet Banking

Frequently Asked Questions
We understand that you may have questions about accessing your accounts through Internet Banking. The following are answers to some of the most frequently asked questions.

1) What is North Shore Bank’s Internet Banking?
North Shore Bank’s Internet Banking is our computer banking service that enables you to gain access to your accounts at North Shore Bank whenever you wish from the Internet. With a click of the mouse, you can perform the following banking transactions from the comfort of your home, or from anywhere you have access to the Internet:

2) Is there a fee to use North Shore Bank’s Internet Banking?
North Shore Bank’s Internet Banking is free. That’s right; there are no charges for the service. With it, you can obtain account information, transfer funds between your accounts at North Shore Bank, pay your bills electronically and conduct other bank transactions.

3) Is North Shore Bank’s Internet Banking available 24 hours a day, seven days a week?
Yes, with the exception of scheduled maintenance and outages as a result of circumstances beyond the control of the Bank, North Shore Bank’s Internet Banking is available around the clock every day.

4) What types of accounts are available with North Shore Bank’s Internet Banking?
With North Shore Bank’s Internet Banking, you have access to all of your consumer North Shore Bank accounts, including Checking, Statement Savings, Certificates of Deposits, Equity Loans, Consumer Loans and Mortgage Loans. The only restriction is that the titles on the accounts must be the same.

5) How current is the available financial information?
Your available checking and savings account information is real time and will reflect North Shore Bank MasterMoneyCard® and ATM activity throughout the business day.

6) Can I access North Shore Bank’s Internet Banking while away from home?
You have access to North Shore Bank’s Internet Banking from any computer with Internet access that meets recommended system requirements.

1) What are the system requirements for North Shore Bank’s Internet Banking?
You can access North Shore Bank’s Internet Banking with virtually any PC or Macintosh® computer. Other than your computer and Internet access using either Microsoft® Internet Explorer or Netscape® Communicator/Navigator, you need only to complete and sign an application form and forward to North Shore Bank, 32 Main St., Peabody, MA 01960 ATTN: Internet Banking Manager. You will be provided with an Access ID and a Password.

Windows® Users:
Minimum browser requirements:
Microsoft Windows (98, ME, 2000, & XP)

To ensure product functionality and the security of your financial information, we support only those versions of the Microsoft Internet Explorer or Netscape browsers identified here. North Shore Banks’ Internet Banking works best with Internet Explorer 6.0 or higher and a screen resolution setting of 800x600.

2) What is an Internet browser?
Simply stated, a browser is the software that enables you to navigate the World Wide Web. To best protect your financial information while offering consistently smooth performance, North Shore Banks’ Internet Banking supports both Microsoft’s Internet Explorer and Netscape’s Navigator or Communicator families of browser software.

1) Is my financial information safe with North Shore Bank’s Internet Banking?
The security of your personal information is our highest priority. We require Multi Factor Authentication; that is we require that more than one method of identification is used to identify our customers and we provide positive identification of our server back to our customers.

When you login you will be required to enter your user ID. Once the ID is accepted then an authentication image is displayed that ensures that you are at North Shore Bank’s official site. Once you confirm the authentication image then you enter your password. Only when all three components of the login are completed will your account information be displayed.

North Shore Bank’s Internet Banking supports the latest in Internet browser technology. During the encryption process, information is scrambled as it is transmitted to prevent unauthorized individuals from reading it. The information is then unscrambled or “decrypted” as it is received. This protects your personal financial information as it is transmitted both to and from North Shore Bank.

2) What are cookies?
A cookie is a text file containing information about a user and is stored on your computer when you request information from some Web sites. The main purpose of a cookie is to identify users and possibly prepare customized Web pages for them. When you enter a Web site using cookies, you may be asked to fill out a form providing such information as your name and interests. Only the information that you provide, or the choices you make while visiting a Web site, can be stored in a cookie. This information is packaged into the cookie and sent to your Web browser (i.e. Internet Explorer, Netscape, AOL) which stores it for later use. The next time you go to the same Web site, your browser will send the cookie to the Web server. The server can use this information to present you with custom Web pages. So, for example, instead of seeing just a generic welcome page you might see a welcome page with your name on it.

Allowing a Web site to create a cookie does not give that or any other site access to the rest of your computer, and only the site that created the cookie can read it. Therefore cookies are harmless and cannot be used to gather sensitive information from your computer’s hard drive. Cookies are not programs and do not transmit computer viruses.

3) How does North Shore Bank use cookies?
We use cookies for our calculators, as well as to track activity through the ‘site’.

Microsoft Internet Explorer:
To accept cookies, from within the browser, simply click on Tools (located on the menu bar). A drop-down menu will appear, click on Internet Options. Click on the Security tab, select Internet and then click on Custom Level.

Netscape Navigator/Communicator:
To accept cookies, from within the browser, simply click on Edit (located on the menu bar). A drop-down menu will appear, click on Preferences. Click on Advanced, select Accept all cookies, and click OK.

1) How do I sign up for North Shore Bank’s Internet Banking?
North Shore Bank’s Basic Internet Banking service is available to you at no charge once the application is completed. Visit or call any one of our branches and request an application.

2) How do I log in to North Shore Bank’s Internet Banking for the first time?
You can access North Shore Bank’s Internet Banking (as illustrated below):

From our Home Page, you can start the program by clicking on the “Log in” square listed under the ACCOUNT ACCESS banner, and then Personal Accounts.

Upon entering the Log In page, click the First Time User button. The “First Time Log In” screen will be displayed.

Type your assigned Access ID and Password in the appropriate box, and then press ENTER or click the Submit button.

(Your initial Access ID and Password has been sent to you. For security purposes, we require that you contact our Customer Information Center at 978.573.1410 if you do not know or have not received this information.)

You must change your Access ID to something other than your assigned Access ID. This option is available during the First Time Log In session only. Your new Access ID will apply to all subsequent North Shore Bank’s Internet Banking access. It must be a minimum of 6-12 alpha -numeric characters.

When creating a new password, please be sure to use secure password standards. That is, your password should not be a dictionary word, it should include a combination of upper and lower case letters, numbers and symbols such as @$%&.

Type your new password again to confirm it is correct, and then press ENTER or click the Submit button.

For added security, the next screen contains a security data section for you to complete:

Finally, choose whether or not to register your computer. You should only register a trusted personal computer, never a public one

Please read and accept the Internet Banking Terms and Conditions Agreement in order to continue.

The “Account Summary” page will be displayed upon successful completion of the First Time Log In sequence.

1) What type of password is required to use North Shore Bank’s Internet Banking?
To log in to North Shore Bank’s Internet Banking, you will be required to provide a “case-sensitive, alpha-numeric” password consisting of 8-16 characters, of which at least one character must be a letter and one must be a number.

2) What is a case-sensitive, alphanumeric password?
“Case sensitive” means that both upper and lower case letters are representative of each other (e.g. an “e” is an “e”; an “E” is an “E”). Alpha-numeric means that a combination of letters and numbers are used.

3) What should I do if I forget my password?
You may click on the ‘Forgot Password’ link on the Access ID Login screen and a password will be sent to the email address provided by you in the security data section the first time you logged in, or you may call our Customer Information Center at 978.573.1410.

4) How do I change my password?
For security purposes, we require that you change your initial password immediately during the First Time Users Log In. As an additional measure, you should change your password periodically thereafter. Changing your password is very simple from anywhere within North Shore Bank’s Internet Banking.

Click on the Change Password button at the top of your North Shore Banks’ Internet Banking screen. The “Change Password” page will appear. Type your Current Password and New Password in the boxes provided. In the Confirm New Password box, re-type your New Password to confirm that your entry is correct.

Click on the Submit button. Your change is recorded and takes effect immediately.

5) Does my password expire?
If you do not use your Access ID and Password for 90 days, it will expire and you will need to perform a First Time User log in again.

6) How do I clear a password stored in Internet Explorer Cache?
Perform the following procedure from within Internet Explorer. Click on Tools (located on the menu bar). A drop-down menu will appear, click on Internet Options. Click on the Content tab. Click on the Auto Complete button and then click on the Clear Passwords button.

1) Can I review a summary of all my accounts?
Yes, the “Account Summary” page will display each time you log in to North Shore Bank’s Internet Banking. Its List of Accounts provides you with a consolidated report of your total account portfolio with North Shore Bank, which may include the following account types:

The Account Summary page is available to you throughout your online session by clicking the Accounts button at the top of your North Shore Bank’s Internet Banking page.

2) What if I do not see all my accounts on the Account Summary page?
You must be a signer on the account in order to have the account listed on the Account Summary page, any business account requires a separate sign on. If you do not see the account listed, you will need to call our Customer Information Center at 978.573.1410.

3) How can I review detailed information on an account?
To review detailed account information or to perform a transaction for a single account, click and select the desired account number from the List of Accounts on the Account Summary page. The “Account Inquiry” page, which provides a detailed account summary, will then be displayed.

4) What kind of detailed information can I review and transact?
The level of account detail and transaction types available is determined by account type, as illustrated below:

Account Type	Detail Available	Transactions Allowed
Checking	Balances, Activity and Interest Information	Account Inquiry, Bill Payment and Funds Transfer
Savings	Balances, Activity and Interest Information	Account Inquiry and Funds Transfer
Certificate of Deposit	Balances, Interest and Maturity Information	Account Inquiry
Loans	Balances, Payments, Due Dates and Escrow Information	Account Inquiry, Loan Payments and Transfers

For example, you may —
transfer funds to and from your Savings account (statement only), but not from your CD or passbook account

5) How do I view my account activity?
By clicking the Transactions button, you can review your Current Statement transactions, Previous Statement transactions, Current Business Day, and/or Previous Business Day transaction history. This will include any type of account activity, such as a deposit or withdrawal by check, which has been credited or debited to your account.

6) How do I export transactions into financial software such as Intuit’s Quicken or Microsoft Money?
Exporting transaction information for use with your personal finance software, such as Intuit’s Quicken or Microsoft Money, can be accomplished from the Account Summary page by clicking on the desired account number from the Account List. Then click on the Transactions button. Choose Export Transactions at the bottom of the drop down box.

From the Select File Format drop-down list box, select the appropriate file type from the following list:

1) How do I review an established transfer?
To review previously established transfers, click the Accounts button, click the account you wish to review the established transfers for, then click the Transfers List button. The “Transfers” page will be displayed. Any established transfers will be conveniently listed for your review by “To Account”, indicating the account number which is receiving the transfer.

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

3) When does a transfer occur when I schedule the transfer for a weekend or holiday?
A Transfer will only occur on a business day; therefore, if you schedule a transfer for a weekend it will occur on the following Monday. In the event of a holiday, the transfer will occur on the following business day.

4) How do I set up an express transfer?
To establish an express transfer from the Account Inquiry page, click the Express Transfer button, the transfer window will appear. Select the account from the drop down box you wish to transfer funds from, then type in the amount in the box next to the account you wish to transfer to. Click the next and then submit to complete the transfer.

5) How do I set up a recurring (scheduled) transfer?
To establish a recurring (scheduled) transfer from the Account Inquiry page, click the Transfers button, then click the New Scheduled Transfer button. The Transfer window will appear. Select the account you want to transfer funds to and the Transfer Frequency from the available drop-down list boxes. Type the Amount that you wish to transfer and select the Date on which the transfer will occur. You can restrict the number of recurring transfers by typing a number in the Number of Remaining Transfers (optional) box. Type a description of the transfer in the Description box. Click the submit button to complete the scheduled transfer request.

Please note: when making a North Shore Bank loan payment (transfer), any interest that is currently due is applied first, and the remaining balance is applied to principal. Therefore, if your current bill has not been generated, then no interest is due at the time the payment is made, it will all be applied to principal.

6) How do I change a scheduled transfer?
You can change a scheduled (recurring) transfer so long as you submit a Scheduled Transfer Change request no later than 3:30 PM on the day that the funds are scheduled to transfer.

From the Transfers page, click the transfer you want to change from the “To Account” column of the Transfer list provided. The Change Scheduled Transfer window will appear. The following transfer options can be changed:

You can skip a scheduled (recurring) transfer so long as you submit a Scheduled Transfer Skip request no later than 3:30 PM on the day that the funds are scheduled to transfer.

From the Transfers page, click the transfer you want to skip from the “To Account” column of the Transfer list provided. The Change Scheduled Transfer window will appear. You can skip established transfers one of two ways - change the transfer amount to zero or change the payment date to reflect the desired date. Either process will skip the current transfer. If you change the transfer amount to zero, however, you must re-establish the transfer by typing a new date and dollar amount.

1) 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 North Shore Banks’ Internet Banking by clicking the Help button at the top of your North Shore Banks’ Internet Banking page. Help is divided into two parts, Contents and Index.

Contents covers general North Shore Bank’s Internet Banking topics which include:

Index allows you to search for help on almost any North Shore Banks’ Internet Banking subject by typing a word or selection of words into a text dialog box or clicking on your preferred subject from the list provided.

2) How do I contact North Shore Bank if I have a question?
You may e-mail us at info@northshore-bank.com or, if you prefer, call our Customer Information Center at 978.573.1410.

3) During what hours can I telephone North Shore Bank for technical support?
You may call our Customer Information Center at 978.573.1410 and request to speak with a Technical Support Specialist during the following hours:

After hours, please provide an e-mail to info@northshore-bank.com and supply the information you are looking for along with the time of day and phone number or e-mail address you wish to be contacted at, and we will provide the necessary support you need.

4) Is there a fee for telephone technical support?
No, technical support is provided free of charge to all North Shore Bank’s Internet Banking customers.

Microsoft, MSN, WebTV, Windows, and Money are either trademarks or registered trademarks of Microsoft Corporation in the United States and/or other countries.

Netscape and the Netscape N logo is a registered trademark of Netscape Communications Corporation in the U.S. and other countries. Navigator and Communicator are also trademarks of Netscape Communications Corporation and may be registered outside the U.S.

Intuit and Quicken are registered trademarks and/or registered service marks of Intuit Inc., or one of its subsidiaries, in the United States and other countries.

Macintosh is a registered trademark of Apple Inc. registered in the United States and other countries.

Here to serve you!
If you have any questions about our products and services, please use our Information Request Form, or call (978) 538-7000 to speak with one of our Customer Service Representatives. We will be happy to answer your questions and assist you in selecting the products and services that best meet your financial needs.