CashEdge – Funds Transfer - FAQs - Liberty Online

CashEdge – Funds Transfer - FAQs 

Date Updated: 09.06.2006 

General 

• What is Funds Transfer? 

• Can I Transfer Funds to or from any financial or brokerage house? 

• How do I know if my other financials institutions are participating? 

• How does Funds Transfer work? 

• How much will the Funds Transfer Service cost? 

• How will I know when a transfer is complete? 

• How much money can I transfer per transaction and per 30-day rolling period? 

• Can I transfer funds into someone else's account? 

• Can I use this service to transfer money between accounts at the same financial institution? 

• Can I transfer money internationally using the institutional fund transfer between my accounts? 

• Can I set up a funds transfer now to be executed at a future date? 

• Can I set up regularly recurring funds transfers? 

• What is the maximum number of transfers that can be setup as recurring transfers? 

Administration 

• What member information is asked for when they signup? 

• How is the member’s age verified if they are 18 years old or a resident of the US? 

• How long does it take after signup for the member to do a transaction? 

• Is a credit report pulled on a member when they sign up? 

• If a credit report is pulled, who pays for the process? 

• Are funds from the members account used for the test transfer? Is there a specific amount that's used to 

test with? 

• Does the financial institution on the other end of the transfer ever submit a charge for this type of 

transaction? If they do, how is the member notified of this additional charge? 

• Is there a central location in which the member information is changed? 

• Is there any additional password required by the member to use this product? 

• When this product is added to our Home Banking suite, will it be available on Home Banking demo site? 

• If a member wants to do a transfer on a weekend, will the first day of the transfer take effect on that 

following Monday? If that Monday is a holiday will it be the following business day? 

• If a P2P transaction failed because of password being entered wrong three times, do the fees still apply? 

If they resend the transfer, are new fees applied? 

• What is the month-end procedure for debits & credits with The Funds Transfer vendor/DI? 

• How are the credits from funds withdrawn from member’s transactions passed over to the FI? 

• How are funds confirmed in the member account before they are transferred? 

• Can the member draw from the 'Available balance' only on their account? 

• Will a transfer draw a member into a 'NSF' situation, if so how is that handled? 

• Can members do transactions with financials outside the US? 

• How does a member know if their financial institution can perform these types of transactions? 

• If the financial is not on the list, what must they do to get listed on it? 

• Does the financial institution or brokerage need to have an online presence to participate? 

• Are any parts of the terms of service disclosure customizable? 

• Will the Funds Transfer screens mirror our Online screen look and feel? 

• How does the test verification work? 

• What optional payment types do we have other than ACH? 

• Can members transfer money to pay loans/mortgages at other financials? 

• What types of accounts are supported? 

Digital Insight Corporation – CONFIDENTIAL Page 1 of 30

• Can the Funds Transfer vendor tell how many NSF’s a user has had with the bank outside of Funds 

Transfer? 

• How does the Funds Transfer vendor charge the NSF fee? 

• Are Scheduled or Recurring transfers automatically canceled when an end user leaves the Financial 

Institution? 

• Are transfers to 3rd party accounts allowed? 

• What are the default limits for One-Time Funds Transfers? 

• What are the default limits for Scheduled or Recurring Funds Transfers? 

• What are the ACH codes that are used for the debit(s) and credit(s) leg(s) of Funds Transfer? 

• What is the ACH description sent over with the Funds Transfer debit(s) and credit(s)? 

Registration and Sign Up 

• How long does the sign-up process take? 

• Why do I have to verify my external accounts? 

• Can I make changes to my account portfolio after the initial set-up? 

• How often will I have to go through the account verification process for the external accounts? 

• Do transaction limits and/or fees attached to an account by my financial institution(s) apply to the Funds 

Transfer service? 

External Account Eligibility 

• Which accounts are eligible for Funds Transfer service? 

• Is my savings account eligible? 

• Which accounts are not eligible for Funds Transfer service? 

• Can the Financial Institution prevent their customers from sending money to a particular institution in the 

Funds Transfer product? 

Security and Privacy 

• How do you protect my security and privacy? 

• How do you verify my identity and my account information to prevent fraud? 

• Do you share my information with third parties? 

Creating Your Accounts Portfolio 

• How do I begin signing up for this Service? 

• How do I get started adding accounts to my Accounts Portfolio? 

• How do I add bank accounts? 

• How do I add accounts to my previously established portfolio? 

• Why doesn't the search or alphabetical list produce a match for my outside financial institution(s)? 

• What is an ABA routing number? 

• How do I identify the ABA routing number for my account? 

• How do I find my account number? 

• Which brokerages are accessible for the Funds Transfer Service? 

• How do I add investment accounts to my Accounts Portfolio? 

• What if my brokerage does not appear on the "Available Brokerages" list? 


External Accounts Verification 

• How do you verify my accounts with my outside financial institution(s)? 

• When is the online account verification process possible? 

• What's the process for online account verification? 

• What if I do not have online access to the account? 

• How can I get my external accounts verified using the trial deposit verification method? 

• What do I have to do to get my accounts verified using Trial Deposits Verification? 

• How do I find out the amount of deposits made to get my account verified? 

• How long does it take to get my accounts verified using Trial Deposit Verification? 

• What do I do if the trial deposit(s) made to my account fails? 

• How can I tell which accounts still have to be verified with my financial institutions? 

Executing Funds Transfers 

• Can I use the Funds Transfer service to move funds between my external accounts held at other financial 

institutions? 

• What is a Standard Transfer? 

• What do the directions INTO (Institution) and OUT OF (Institution) for Funds Transfer mean? 

• What are the Next-Day products available? 

• What is a Next-Day Transfer? 

• What are the qualification rules for Next-Day Transfers? 

• How do I know that my account is eligible for a particular product? 

• How do I transfer funds between my enabled accounts? 

• Do account transaction limits and/or fees assigned by my financial institution apply to Funds Transfer 

service? 

• What should I do if I wish to cancel a Funds Transfer request? 

• How long does it take to complete a funds transfer? 

• Under what circumstances will an attempted funds transfer be unsuccessful? 

• When do you execute my funds transfer request? 

• How will I know when a transfer is complete? 

• Will all the external accounts I've submitted appear on the Funds Transfer page? 

• How can I check on the status of my recent funds transfers? 

• How soon after the completion of a funds transaction will the transaction appear as “Complete” on the 

Funds Transfer Status section of the Overview screen? 

• What do the different status designations mean? 

• How can I get further details about transactions that do not go through? 

Pay People: The Basics 

• What is Pay People? 

• How is the Pay People service different from the Funds Transfer service? 

• How secure is sending a payment using the Pay People service? 

• Are there any limits to the amount of money can I send via my Pay People service? 

• Why are there payment limits? 

• To whom can I send payments? 

• From whom can I receive payments? 

• Which of my accounts can I use to send or receive payments? 

• Will I be charged for Pay People online payment transactions? 

• How can I Unsubscribe from the Funds Transfer service? 


Pay People Getting started: Setting up your Pay People Account 

• I've received an e-mail introducing Pay People. What do I do now? 

• Do I have to enable each of my accounts individually for use with my Pay People service? 

• Can I remove banking accounts from this service? 

• Do the people I'm sending funds to have to verify their accounts with these procedures? 

Pay People: Email Addresses 

• How do I add additional email addresses to send or receive Pay People payments? 

• How do I validate my additional email address? 

• How do I deactivate email addresses from the service? 

• How can I change the default email address, which I use with the Pay People service? 

Pay People: Making Payments with Pay People 

• Where do I go on my financial institution’s web site to make a personal payment with Pay People? 

• How do I complete the Pay People form to send a Pay People personal payment? 

• Can I double-check my entries before completing my Pay People payment? 

• What is the Shared Secret Code and how does it work? 

• What happens if the recipient doesn't enter the Shared Secret Code correctly? 

• How do I resubmit a payment? 

• Can I cancel a pending Pay People transaction? 

• How will I know for sure that my Pay People payment request has been processed? 

• How long will it take before the funds are available to my recipient? 

• How will my recipient know that I have sent a Pay People payment? 

• How will I know when my recipient has collected my payment? 

• How long does the recipient have to collect my payment? 

• What happens if the e-mail notifying the payee of my Pay People payment is undeliverable? 

• Will the recipient receive e-mail reminders during the 30-day period? 

• What happens if the recipient doesn't collect the funds within 30 days? 

• What happens if I try to send payment from an account with insufficient funds? 

• I've received an e-mail informing me that my transaction did not go through, but the email did not specify 

a reason. What happened? 

Pay People: Receiving Payments with Pay People 

• I've received an e-mail notice that I've been sent a Pay People payment. This is the first time I have 

received payment a payment of this kind. What do I do next? 

• I've received an e-mail notice that I've been sent a payment. I'm already a registered user. How do I 

proceed? 

• How do I receive payments that have been sent to me via the Pay People service? 

• How long does it take for the funds to reach my account once I've completed the transaction? 

• Can I process more than one incoming payment at the same time? 

• How long do I have to collect a Pay People payment once I've been notified that it's been sent? 

• What is the Secret Code, and how does it work? 

• What if I don't enter the Shared Secret Code correctly? 

• I've received an e-mail informing me that a payment I've received and deposited cannot be completed 

because my account information is incorrect. What should I do? 

• What is the Security PIN Code? 

• What if I already have a Security PIN Code for my Funds Transfer service? 


Funds Transfer 

Q. What is Funds Transfer? 

A. Funds transfer (Inter-Institutional Transfers) is a money movement tool that allows End Users to transfer funds 

between their FI account and their accounts at other financials or brokerage houses. 

Q. Can I Transfer Funds to or from any financial or brokerage house? 

A. Over 23,000 financials and brokerage houses are presently participating. 

Q. How do I know if my other financials institutions are participating? 

A. Upon the process to add your financial institution, a drop down list will allow you to search for your financial 

institution or you may enter the 9-digit ABA routing/transit number. 

Q. How does Funds Transfer work? 

A. We process Electronic Funds Transfers (EFT) via the Automated Clearing House (ACH) secure network. This 

is the same network used by the Federal Reserve to clear checks between financial institutions. We submit a 

request to the ACH network to transfer funds between the accounts you've specified. ACH then uses its secure 

channels to complete the transaction. This procedure is very similar to the process employers use to create direct 

deposit of payroll, and that financial institutions use to carry out automated payments for loans or mortgages. 

Q. How much will the Funds Transfer service cost? 

A. Please check your financial institution Limits and Fees page to review the fees associated with each service. 

Q. How will I know when a transfer is complete? 

A. The Overview screen’s Funds Transfer Status section provides an up-to-date status report of all your funds 

transfer requests over the past 12 months. Each transfer request is displayed along with the date and status of 

the transaction. You should also be able to confirm the completion of the transaction with the FI four business 

days after your transaction request. 

Q. How much money can I transfer per transaction and per 30-day rolling period? 

A. Please check your financial institution Limits and Fees page to review the limits associated with each service. 

Q. Can I transfer funds into someone else's account? 

A. Yes. This can be accomplished in one of the two following ways: 

1. Using the Pay People service you can send money to someone else 

2. Using 3 rd Party Unverified Accounts 

Q. Can I use this service to transfer money between accounts at the same financial institution? 

A. Not at this time, but it’s likely that we’ll be offering this option in the future. However, you can still make 

transfers at the same financial institution through your normal online banking service. 

Q. Can I transfer money internationally using the institutional fund transfer between my accounts? 

A. No, this facility is still not available due to international legislation that varies across the nations. We regret the 

inconvenience. 

Q. Can I set up a funds transfer now to be executed at a future date? 

A. Yes. The end user can now choose “Schedule” as a service, which will allow them to input a date up to one 

year in the future to schedule a funds transfer. 

Q. What is the maximum number of transfers that can be setup as recurring transfers? 

A. There is no limit on the number of transfers that can be setup as recurring transfers as long as they remain 

only up to one year in the future. As an example; if setting up weekly recurring transfers, up to 52 transfers can 

be scheduled in advance. However, these transfers are still subject to the Daily/Monthly limits. 


Q. Can I set up regularly recurring funds transfers? 

A. Yes. The end user is now able to set-up a recurring transfer by entering an amount, number of recurring 

transfers to be executed, a nickname, and by selecting the recurring frequency; the following recurring options are 

available with this option: 

• Once every month – Every month on the same date picked for the first transfer. 

• Twice every month – On the same date as the first transfer plus 15 days. (Exp: if you schedule the first 

transfer with the transfer date of 6/5, the next several transfer dates will be 6/20, 7/5, 7/20, and 8/4. 

• Every week – Every week on the same day of the week picked for the first transfer. 

• Every 2 weeks – Every other week on the same day of the week picked for the first transfer. 

• Every 4 weeks – Every 28 days from the previous transfer date, starting with the first transfer date. 

• Every 2 months – Every other month on the same transfer date as the first transfer. 

• Every 3 months – Every three months on the same transfer date as the first transfer. 

• Every 6 months – Every six months on the same transfer date as the first transfer. 

• Every year – Once a year on the same transfer date as the first transfer. 

Q. What member information is asked for when they signup? 

A. It varies depending on what is pulled from the host system. The fields requested include, but are not limited 

to, name, e-mail address, phone number, and SSN. If certain members don’t have a SSN on the host system, 

The Funds Transfer vendor will ask it from the member. If we pull it from the host, the information will not be 

requested from the member. 

Q. How is the member’s age verified if they are 18 years old or a resident of the US? 

A. Date of birth is one of the required registration items and their address is used for the residency status. 

Q. How long does it take after signup for the member to do a transaction? 

A. It depends on how quickly they setup external accounts and then it depends on what method of account 

verification is available to them. It could be as soon as the same day they sign up. 

Q. Is a credit report pulled on a member when they sign up? 

A. No; however, we reserve the right to pull a credit report at a future date if we need to. 

Q. If a credit report is pulled, who pays for the process? 

A. Digital Insight or the Funds Transfer Vendor. 

Q. Are funds from the member’s account used for the test transfer? Is there a specific amount that's 

used to test with? 

A. No, the actual amounts are covered by the account validation fee charged to the FI; the test amounts are 

chosen at random, and are very small amounts. 

Q. Does the financial institution on the other end of the transfer ever submit a charge for this type of 

transaction? If they do, how is the member notified of this additional charge? 

A. They might. That institution would be responsible for notifying the member of any such charges. 

Q. Is there a central location in which the member information is changed? 

A. Any changes in member information would have to come from the host system. Member email address and 

other personal information are stored separately. Therefore, once they have registered for Funds Transfer, they 

would have to change their e-mail address within the Funds Transfer product. 

Q. Is there any additional password required by the member to use this product? 

A. None is required but there is an optional PIN feature that you can decide to turn on/off during the 

implementations process. 


Q. When this product is added to our Home Banking suite, will it be available on Home Banking demo 

site? 

A. This will be available soon. A flash and static demo will be available off of a splash page that is displayed to 

logged-in online members who haven't registered for Funds Transfer yet. 

Q. If a member wants to do a transfer on a weekend, will the first day of the transfer take effect on the 

following Monday? If that Monday is a holiday will it be the following business day? 

A. Yes. 

Q. If a P2P transaction failed because the password was entered wrong three times, do the fees still 

apply? If they resend the transfer, are new fees applied? 

A. A returned transaction fee will be charged to the FI, but nothing will be charged to the end-user (even if you 

are charging a fee). This is because the transaction was made available even if the receiver did not pick it up. 

The Funds Transfer vendor charges the returned fees to the FI because of some complications surrounding how 

this fee would be obtained from the member. For example, if the returned item were generated because of a 

NSF, then the member would potentially have no money from which the vendor could draw from. 

Q. What is the month-end procedure for debits & credits with the Funds Transfer vendor and DI? 

A. The fees (if any) are withdrawn from the member’s account at the time of the transfer and placed in a holding 

account. 

Q. How are the credits from funds withdrawn from member’s transactions passed over to the FI? 

A. Each month the Funds Transfer vendor will credit the FI’s invoice with the fee revenue generated (if any) or 

they will charge any remaining fees due to the FI. 

Q. How are funds confirmed in the member account before they are transferred? 

A. Balances are only confirmed for next-day transfers from FI accounts. For all other transfer types, we do no 

balance checking. The three-business day settlement allows enough time for the funds to clear before we deposit 

them into the receiving account. For next-day transactions, the Funds Transfer vendor does not wait for the funds 

to clear, which is why the risk is so high for those transactions. 

Q. Can the member draw from the 'Available balance' only on their account? 

A. When the Funds Transfer vendor sends an ACH debit to the sending account, the sending institution is 

responsible for telling us whether or not the funds are there to be transferred. Therefore, it is up to the sending 

institution to notify the Funds Transfer vendor whether the funds are there. 

Q. Will a transfer draw a member into a 'NSF' situation, if so how is that handled? 

A. A transfer could draw a member into a NSF situation. 

Q. Can members do transactions with financials outside the US? 

A. Not at this time. We are exploring international options for future releases. 

Q. How does a member know if their financial institution can perform these types of transactions? 

A. During the external accounts setup process, members will search for their financial institution's (FI) name. If 

they cannot find it, it cannot be supported for transfers (see next question to add a financial). 

Q. If the financial is not on the list, what must they do to get it listed on it? 

A. The Funds Transfer vendor supports nearly 100% of banking institutions in the Federal ACH database. For 

investment institutions (brokerages) not supported, please provide the name and URL of the institution. (We 

appreciate it if you have a contact name, telephone number and test account, but it is not required). We will 

determine if the institution supports ACH transfers and work to put it in our product enhancement queue. 

Q. Does the financial institution or brokerage need to have an online presence to participate? 

A. No. 


Q. Are any parts of the terms of service disclosure customizable? 

A. Yes; the text in the Funds Transfer product disclosures can be customized. Please contact Digital Insight 

Customer Service to make this request. 

Q. Will the Funds Transfer screens mirror our online screen look and feel? 

A. The Funds Transfer screens are gray labeled and are not configurable. 

Q. How does the test verification work? 

A. Trial deposit verification is a lot like a pre-note. Two small, random amounts are deposited into the external 

account. The member is then asked to check what those two small amounts are and come back to the Funds 

Transfer product to enter in the values of the two amounts. The account is then enabled for transfers. 

Q. What optional payment types do we have other than ACH? 

A. None today. Future functionality should include transactions processed over the ATM networks. 

Q. Can members transfer money to pay loans/mortgages at other financials? 

A. Not at this time. We are looking at enabling host institution loan accounts for transfers in the near future. 

Q. What types of accounts are supported? 

A. Checking, Savings, and Money Market accounts. 

Q. Can the Funds Transfer vendor tell how many NSFs a user has had with the bank outside of Funds 

Transfer? 

A. No; NSFs as it relates to a user’s ability to send premium and next day transfers only applies to NSFs 

occurring within Funds Transfer. 

Q. How does the Funds Transfer vendor charge the NSF fee? 

A. They do not. After two NSFs on an account, they suspend the account. (They will resubmit a debit after one 

NSF.) It is up to the financial institution where the NSF occurred as to whether or not a fee is charged. 

Q. Are Scheduled or Recurring transfers automatically canceled when an end user leaves the Financial 

Institution? 

A. No, they are not. If an end user leaves the Financial Institution, they must either cancel any Scheduled and 

Recurring transfers that they have previously setup, or the Financial Institution must unsubscribe this user from 

the Funds Transfer service in the COMPASS tool. 

Q. Are transfers to 3 rd Party Accounts allowed? 

A. Yes. These can be enabled for your financial institution by formal request only. Please contact Digital Insight 

if you would like to schedule the activation of this feature. However, since 3 rd party accounts will not be verified; 

these accounts are subject to the following restrictions: 

• 3 rd party accounts can never be the source account (From) for any transfer. 

• Only host accounts can be used as the source account in a transfer to a 3 rd party account. 

• Outbound transfer limits will apply to transfers to 3 rd party accounts. 


Q. What are the default limits for One-Time Funds Transfers? 

A. 

Standard Daily Limits Standard Monthly Limits * 

INBOUND OUTBOUND INBOUND OUTBOUND 

$2,000 $2,000 $5,000 $5,000 

Premium (Next Day) Daily Limits 1 Premium (Next Day) Monthly Limits 1 

INBOUND OUTBOUND INBOUND OUTBOUND 

$2,000 $2,000 $5,000 $5,000 

High Limits Daily High Limits Monthly 

INBOUND 2 OUTBOUND 3 INBOUND 2 OUTBOUND 3 

$15,000 $15,000 $25,000 $25,000 

Pay People (P2P) Daily Limits Pay People (P2P) Monthly Limits 

OUTBOUND OUTBOUND 

$500 $1,000 

1. Premium eligibility requires an account in good standing and a successful completion of $500 from the 

same external account into your host account at least 60 days prior is required to make the external 

account eligible for Premium service. Once your external account becomes eligible, you must have at 

least $750 in your account to transfer money from your external account. And when transferring money 

out of your account you must have at least $750 after adjusting for the current transaction and the ones 

that have not been released to Automated Clearing House (ACH). 

2. High Limits eligibility requires an account in good standing and a successful completion of $1000 from the 

same external account into customer's host account at least 60 days prior is required to make the 

external account eligible for High Limit Transfer service. 

3. Daily and Monthly High Limits is available for outbound transfers from Day 1 without enforcement of 

qualification rules. 

* Monthly is defined as a rolling 30 days, not a calendar month. 

Q. What are the default limits for Scheduled or Recurring Funds Transfers? 

A. 

Daily Limits 

• Scheduled Transfers – All requested scheduled transfer amounts will be checked against the 

Remaining Daily Limit for the scheduled execution date. 

• Recurring Transfers – The dollar amount of a recurring transfer set-up will be checked against the 

remaining daily limit for each date of each transfer within the set-up. 

Monthly Limits * 

• Monthly Limit for Scheduled Transfers – All scheduled transfer amounts will be checked against a 

monthly limit. 

• Monthly Limit for Recurring Transfers – For each transfer within the Recurring Set-up, if the total 

dollar amount of all completed or pending transfers in the 29 days prior to the transfer date, plus the 

dollar amount of the transfer is greater than the monthly limit, the user will receive an error message 

and be unable to complete the Recurring Set-up. 


Q. What are the ACH codes that are used for the debit(s) and credit(s) leg(s) of a Funds Transfer? 

A. Although there are 20 different Standard Entry Class Codes (SEC Codes) or ACH Codes that are used for 

ACH in general, the Funds Transfer vendor, CashEdge, uses only the following two: 

1. Debit(s) – Internet Initiated Entry (WEB) 

2. Credit(s) – Prearranged Payment and Deposit (PPD) 

Q. What is the ACH description sent over with the Funds Transfer debit(s) and credit(s)? 

A. Although these descriptions are customizable, most financial institutions use the name of the product and the 

leg number (both for the debit and credit leg of the transaction). 


Registration and Sign Up 

Q. How long does the sign-up process take? 

A. Initial registration and identity verification: Your financial institution has auto-registered you for the Funds 

Transfer & Pay People services. You can access it from your financial institution’s Online Banking service web 

site. After you have accepted the agreement, you will be taken to the page titled Overview. Here you will see the 

accounts you hold at your financial institution auto-enabled for the Funds Transfer and Pay People service. In 

some cases, if your financial institution is not able to provide the required profile information to auto-register you 

for the Funds Transfer service, you may be asked to enter the missing pieces of information. The overall time 

required to get up and running with the service should only take a few minutes. 

Account verification: You will be required to get the accounts verified that do not reside at your financial 

institution (external accounts). There are three methods by which we verify – Online, trial deposits, and 

by fax methods. During the registration process, most of the major banks, credit unions, and brokerages, 

you will be able to verify your accounts online. Otherwise, verification can be done via the trial deposits 

or fax methods. This process generally takes 2-3 business days. 

Q. Why do I have to verify my external accounts? 

A. We do everything possible to protect your security and maintain the integrity of the payments network. The 

account verification procedures are double-check safeguards that help us make sure that no one else sets up 

your accounts but you. 

Q. Can I make changes to my account portfolio after the initial set-up? 

A. Yes; you can easily add or delete outside accounts at any time. 

Q. How often will I have to go through the account verification process for the external accounts? 

A. For your protection, we will ask you to a complete the individual account verification process for each account 

you set up in the first session, and for any accounts you add thereafter. For accounts held outside of your 

Financial Institution, Account Ownership Verification is a one-time exercise you are required to complete when 

setting up external accounts. Once the set up is complete, it is a single point and click user experience to 

schedule a transaction from those accounts. 

Q. Do transaction limits and/or fees attached to an account by my financial institution(s) apply to the 

Funds Transfer service? 

A. Yes. In all cases, limits, fees, and conditions placed on account transactions by individual financial institutions 

apply to transfers executed through Funds Transfer. Please contact your financial institution for this information. 


External Account Eligibility 

Q. Which accounts are eligible for Funds Transfer service? 

A. At this time, you can add the following external institution accounts to your Portfolio: 

• Checking accounts, savings accounts, and Money Market checking and Money Market savings accounts 

held at any commercial bank or credit union nationwide that is able to accept ACH transfers. 

• Investment accounts held at any of our affiliated online brokerage firms. We currently have access to 

most of the nation's largest brokerage companies, and we will be adding several major brokerages in the 

near future. 

Please note that the accounts held at your financial institution will be auto-enabled for this service. All of your 

outside accounts will be required to complete our account ownership verification process. 

Q. Is my savings account eligible? 

A. Savings accounts are eligible for the Funds Transfer Service. However, many institutions place transaction 

limits on savings accounts. Any limits and conditions placed on transactions into or out of your savings account 

by your institution will apply. 

Q. Which accounts are not eligible for Funds Transfer service? 

A. The following accounts are not eligible for Funds Transfer service: 

• Individual Retirement Accounts (IRA, 401(k)) 

• Custodial and/or Trust Accounts 

• Business Accounts for which more than one person has check-writing privileges 

• Certificate of Deposits (CDs) or other time-based accounts 

• Loan Accounts (including credit card and equity accounts) 

You may have other accounts that are not eligible for this service due to restrictions specific to outside 

financial institution(s). Contact your external financial institutions directly to determine whether or not your 

account is eligible for this service. 

Q. Can the Financial Institution prevent their customers from sending money to a particular institution in 

the Funds Transfer product? 

A. No, the financial institution cannot prevent their customers from sending money to a particular institution in the 

Funds Transfer product. 


Security and Privacy 

Q. How do you protect my security and privacy? 

A. We're committed to maintaining the privacy, security, and integrity of the financial and personal information 

you share with us, and take every precaution to do so. We've designed multiple levels of security to protect your 

information from loss, theft, unauthorized access, modification, and disclosure. We make sure that our security 

measures conform to all applicable federal, state, and local laws. 

• Sensitive information, such as bank account numbers, is encrypted with state-of-the-art encryption 

software. For a full description of the care we take in this area, please see our full-length Security Policy. 

• Our procedures also include extensive in-house privacy measures. We place your personal and financial 

information on a secure portion of our Web site. Your user login name, password, and all information 

pertaining to your individual accounts, remains encrypted. Always. Neither our software, nor any of our 

employees can decode this information. Please see our full-length Privacy Policy for more details. 

Q. How do you verify my identity and my account information to prevent fraud? 

A. We employ a two-tiered verification system to make sure your accounts are secure: 

• When you sign up for the Funds Transfer service, the financial institution provides confirmation of your 

identity and the accounts held at that financial institution. After accepting the terms of service disclosure, 

you can start using the Funds Transfer product. 

• Occasionally, we're unable to register successfully because of incomplete information received from your 

outside financial institution(s). If this happens, you will have a chance to provide this information and you 

will be registered for the service. 

• Before activating the accounts you hold at outside financial institutions, we'll verify each one with that 

specific financial institution. This takes a little more time, but it is part of the care we take to maintain your 

privacy and the overall integrity of the payment network. 

Q. Do you share my information with third parties? 

A. Your information is never shared with third parties. 


Creating Your Accounts Portfolio 

Q. How do I begin signing up for this Service? 

A. To complete the sign up process, just complete the following simple steps: 

• Accept the User Agreement: Log in to your online banking account; click on the button that will take you 

to the Funds Transfer service. On accepting the User Agreement, you will be taken to the Overview 

page. 

• Validate Your Email Address: Click on the link from the message on the Overview page. You will be 

asked to enter the 20-digit validation code you have received at the email address you have provided to 

your financial institution. 

Once that is done, you are set up to use the Funds Transfer service. To transfer funds between accounts, 

start setting up the external account by clicking on Add Accounts from the navigation bar. 

Q. How do I get started adding accounts to my Accounts Portfolio? 

A. Start at the page titled Overview: 

To get started, click the Add Accounts from the navigation bar. Enter the name of the external financial 

institution from which you want to add an account in the search box. It will come back with a list of 

financial institutions that match your search criteria. Select the outside financial institution you want to 

add an account from and you will be asked to enter the required information to set up that account. 

Q. How do I add bank accounts? 

A. Bank Accounts are Checking accounts, investment brokerage accounts, Money Market, or savings accounts. 

Click the Add Accounts tab on the navigation bar and you will be taken directly to the page titled Add Bank 

Accounts. You can search for your outside financial institution either by name or by 9-digit ABA/Routing 

Number. In many cases, we'll be able to verify the account with your outside financial institution automatically 

through our online account verification process. For outside accounts, just follow the instructions to set up the 

account via trial deposit verification or fax verification procedures. 

Step 1--Entering your institution name 

From the page titled Add Bank Accounts, enter the name of the outside financial institution you wish to 

add in the data entry field. For best results, please enter a significant portion of the institution name. 

Note that typing the full institution name may prevent a successful search if our database doesn't include 

the name exactly as you've entered it. Do not use abbreviations. See the examples on the page titled 

Add Bank Account for hints on how to best enter the institution name in the data field. 

Once you perform the search, you'll see hyperlinks for one or more institutions matching your search 

data. Click on the link for your institution. 

Alternatively, you can search for your outside institution by entering the 9-digit ABA Routing Number 

usually found at the bottom of your check on the left hand side. 

Step 2--Providing account information 

After selecting your outside financial institution’s name from the search results, you'll be brought to a 

screen asking for the account number and ABA routing number of your account. Enter the account 

number in the data field and select the proper ABA routing number from the drop-down list. See below 

for information about ABA Routing/Transit numbers, including what they are and how to find them. 

Online account verification: We can often verify the account with your institution immediately via the 

Internet. If this is the case, you'll also be asked to supply the login credentials you use to gain access to 

your online account with that financial institution. If online account verification is not available, you'll be 

asked to complete our convenient trial deposit verification process or verification by fax. See below for 

details regarding online and offline account verification. 


When you have supplied all the requested information, click the button labeled Continue. You will be 

brought to the Overview page. 

• If you have completed a successful online verification, the account will be listed in the Overview page 

under a section titled Enabled Accounts. This account is now ready to be used for funds transfers. 

• If trial deposit verification or fax (offline) verification is required, the account will appear in the 

Overview page under a section titled Accounts Requiring Verification. 

Step 3--Adding additional accounts 

To add one or more additional bank accounts to your account portfolio, click on the Add Accounts tab at 

the top of the page. You'll return to the Add Bank Accounts page, where you can simply repeat the 

process described above until you've submitted all the bank accounts you wish to enable for Funds 

Transfer service. 

To add investment accounts, click on the Add Accounts tab to return to Add Bank Accounts page. 

Click Add Investment Accounts link. (See below for details about adding your investment accounts.) 

Step 4--Verify your accounts 

For your protection, before we activate your new accounts to be used with this service, we'll verify each 

account with your corresponding financial institution(s). 

• Your accounts held at the host financial institution will be auto-enabled for the service. 

• The outside accounts that you have submitted for this service that could not be verified online appear 

on the Overview page under the box called Accounts Requiring Verification. 

• To complete the verification process, just click on the Verify link next to that account under the 

section titled Accounts Requiring Verification. (See below for details regarding account 

verification.) 

Q. How do I add accounts to my previously established portfolio? 

A. The procedures for adding new accounts to a previously established portfolio and for adding accounts to a 

brand new portfolio are exactly the same. See above for steps to follow. 

Q. Why doesn't the search or alphabetical list produce a match for my outside financial institution(s)? 

A. 

1) Your search may not be successful if you've included an abbreviation in the search criteria, or entered 

the institution name in a way that is inconsistent with its listing in our databases (see the search hints on 

the Add Bank Accounts page). This includes abbreviations, typos, and/or spelling errors. 

2) You may be entering an institution that isn't in our database yet. While our listings include over 23,000 

banks and credit unions in the U.S., there are still a few institutions that are not yet included. 

3) You may be trying to enter an account type that is not eligible for Funds Transfer. Bank accounts 

currently eligible to be added to your Portfolio generally include checking accounts and savings accounts. 

Q. What is an ABA routing number? 

A. The ABA routing number is an identification number assigned to each financial institution and each branch 

office. The larger your institution, the more ABA numbers appear in the drop-down list on the data entry screen. 

The ABA number is usually a 9-digit number bound at the bottom of your check usually on the left-hand side. 

Q. How do I identify the ABA routing number for my account? 

A. On your checks you'll see a printed row of numbers at the bottom of your checks. The ABA routing number is 

the nine-digit sequence that appears between the "⏐:" symbols. 


Q. How do I find my account number? 

A. You can find your account number on your account statement or on your check in that same row of numbers 

where you found your 9-digit ABA Routing/Transit number. Your account number appears on your check 

between the "⏐:" symbols. 

Q. Which brokerages are accessible for the Funds Transfer Service? 

A. The Funds Transfer service allows you to add investment accounts from any of our affiliated online brokerage 

firms. We are proud to offer access to most of the nation's prominent brokerage companies and we'll be adding 

more in the near future. 

Q. How do I add investment accounts to my Accounts Portfolio? 

A. An investment account is the cash account (usually a money market account) that you hold at your brokerage. 

This is where your brokerage holds the funds you use to make stock, mutual fund and other investment 

purchases and where the brokerage deposits the proceeds from the sales you execute. Click the Add Accounts 

tab at the top of the Overview page. You'll be brought to the Add Bank Accounts screen. Click Add 

Investment Accounts. You'll be brought to the Add Investment Accounts screen. 

Step 1--Select a brokerage 

Click on the name of your brokerage if it appears on the Available Brokerages list. 

Step 2--Enter account information 

You'll be brought to a screen asking for the information we need to verify an account at your brokerage. 

Depending on your particular brokerage, you may be asked whether or not you have check-writing 

capabilities for your account. If your account includes check-writing privileges, you'll be asked for the 

ABA routing number that appears on your check. 

Online account verification: We can often verify the account with your institution immediately via the 

Internet. If this is the case, you'll also be asked to supply login credentials you use to gain access to your 

online account with your account provider. If online account verification is not possible, you'll be asked to 

complete our convenient trial deposit verification process or offline verification by fax. See below for 

details regarding online and offline account verification. 

When you have supplied all the requested information, click the button labeled Continue. You will be 

brought to the page titled Overview. 

• Overview page under the section titled Enabled Accounts. This account is now ready to be used 

with the Funds Transfer service. 

• If trial deposit verification or offline verification is required, the account will appear on the Overview 

page under the section titled Accounts Requiring Verification. 

Step 3--Adding additional accounts 

To add additional investment accounts simply return to the Add Investment Accounts page and repeat 

this process. 

To add bank accounts, click Add Accounts to return to the Add Bank Accounts page. (See above for 

details about adding your bank accounts.) 

Step 4--Verifying your accounts 

For your protection, before we activate your new accounts for this service, we'll verify each account with 

its corresponding financial institution. 

• The accounts that you have submitted for this service that could not be verified online appear on the 

Overview page under the section titled Accounts Requiring Verification. 


• To complete the verification process, just click on the Verify link next to the account that needs 

verification under the section titled Accounts Requiring Verification. (See below for details 

regarding account verification.) 

Q. What if my brokerage does not appear on the "Available Brokerages" list? 

A. Unfortunately, if you do not see your brokerage institution in this list, you won't be able to add accounts held at 

that institution to your Funds Transfer portfolio. 

External Accounts Verification 

Q. How do you verify my accounts with my outside financial institution(s)? 

A. In many cases, we can complete online verification of individual bank and brokerage accounts for which you 

have Internet access within just a few minutes. For other accounts, we'll ask you to complete the trial deposit 

verification or verification by fax process. 

Q. When is the online account verification process possible? 

A. The online account verification process is possible when you have online access to your bank account. 

We have online verification arrangements with a select group of banks, including some of the most 

prominent financial institutions in the country. Accounts held at these financial institutions are eligible for 

our automatic online verification process. We will be constantly working to expand this group, to make 

adding accounts even easier in the future. 

Check with your institution if you're not sure about your access status or passwords for any of your 

accounts. Please see our full-length Privacy Policy for details about how we protect the passwords and 

user names you share with us. 

Q. What's the process for online account verification? 

A. When you enter the name of your outside financial institution on the Add Bank Accounts screen, you'll be 

brought to the data entry screen for that institution. There you will be asked to provide the bank's ABA/routing 

number and your account number. If online verification with the institution is possible, you'll also be asked for the 

login credentials such as the user name and password that you employ to gain access to your accounts at the 

account provider web site. 

• If you have online access to this account, provide all the requested information. Click the button labeled 

Continue. We will automatically attempt to verify the account with your outside institution online. This 

will take only a minute or two. (Please see our Privacy Policy if you're concerned about sharing 

passwords and/or pin numbers.) You'll be brought to the page titled Overview. 

• If the online verification process is successful, the account will appear under the section titled Enabled 

Accounts and is now available for scheduling transfer transactions. 

• If online verification is unsuccessful, the account will appear under Accounts Requiring Verification. 

These are the accounts waiting to be confirmed with your institutions via the offline verification process. 

You can try the online verification process for this account once more by clicking the Verify link next to the 

account listing. You'll be asked to supply your account information again. When you've done so, click 

Continue. We will try a second time to confirm your account with your outside financial institution. If this 

second attempt is successful, the account will appear under Enabled Accounts. If the second attempt is 

unsuccessful, the account will remain in the Accounts Requiring Verification section. 


Q. What if I do not have online access to the account? 

A. Just provide your account number and ABA number, leave all other information fields blank, and click 

Continue. You'll be brought to the Overview page, and the account will appear under the Accounts Requiring 

Verification section. 

Q. How can I get my external accounts verified using the trial deposit verification method? 

A. If your account cannot be verified using the real time online verification method; you will be directed to the 

page where you can initiate the trial deposits. Upon receipt of this instruction, the Funds Transfer vendor will 

make one or two small deposits into your account. You will then be asked to confirm the amount of deposits. 

Once you know the amount of the deposit(s) by calling your outside financial institution or from your account 

statement available online, just login to your account and click on Verify next to the account under the section 

titled Accounts Requiring Verification. You will be taken to a screen where you can enter the amount of the 

deposit(s). If the amounts entered are correct, your external account will then be enabled for the service. The 

account will now be displayed under the section titled Enabled Accounts on the Overview page. 

Q. What do I have to do to get my accounts verified using Trial Deposits Verification? 

A. If for any reason you do not want to get your account verified online; you can always get it verified using the 

trial deposit verification. Just click on the link Trial Deposit Verification and follow the simple instructions. On 

receiving your instruction, the Funds Transfer vendor will make one or two deposits into your account. You will 

then be asked to confirm the amount of deposits. 

Q. How do I find out the amount of deposits made to get my account verified? 

A. The trial deposit transactions can be identified as from eTRANSFER or ACCOUNT VERIFY in your account 

statement. You can find out the amount of deposits made by in a number of ways: 

• Call your outside financial institution 

• Review the account statement available online on your outside financial institution’s web site 

• Review your monthly statement 

Q. How long does it take to get my accounts verified using Trial Deposit Verification? 

A. The trail deposit transaction(s), if posted successfully to your account are available within 2 business days 

from the day you registered your account for the Funds Transfer service. Sometimes, the trial deposit verification 

can take longer than that based on how long your outside financial institution takes to post the transfer. 

Q. What do I do if the trial deposit(s) made to my account fails? 

A. If the trial deposits did not post successfully to your account; you will be notified by e-mail. Also, when you 

click on the Verify link next to the account from the Overview page, the link will take you a screen showing the 

status of the transaction as Failed. Additionally, if you are unable to provide your login information, or the trial 

deposits method fails, you can also have your accounts verified via the fax verification process. To use the fax 

verification method, click on the fax link, available on the Add Accounts screen, and follow the instructions. 

Q. How can I tell which accounts still have to be verified with my financial institutions? 

A. For your protection, every other account you submit for the Funds Transfer service must be verified with that 

institution before getting enabled for the service. All accounts still pending verification will appear in your 

Overview page under the section titled Accounts Requiring Verification. We ask you to help us complete the 

verification of these accounts by completing the simple verification process based on the method selected by you. 


Executing Funds Transfers 

Q. Can I use the Funds Transfer service to move funds between my external accounts held at other 

financial institutions? 

A. No. This Funds Transfer service can facilitate movement of funds between your accounts held at your 

financial institution (host) and your accounts held at external financial institutions ONLY. It does not support 

movement of funds between your accounts held at other (external) financial institutions at this time. 

Q. What is a Standard Transfer? 

A. A standard transfer is a regular transfer that takes 3 business days to settle after the transaction request is 

submitted. The applicable Transfer Limits can be found on the Limits and Fees page. 

Q. What do the directions INTO (Institution) and OUT OF (Institution) for Funds Transfer mean? 

A. The INTO (Institution) Funds Transfer stands for the funds that come into your financial institution account and 

your account gets credited by that amount. The OUT OF (Institution) Funds Transfer stands for the funds that 

move out of your account and your account gets debited by that amount. 

Q. What are the Next-Day products available? 

A. Apart from the regular transfer called Standard Transfer, there is a Next-Day (also referred to as Premium 

Transfer) service available where the funds reach the destination account within the next business day. 

Q. What is a Next-Day Transfer? 

A. These are Inter-Institutional fund transfers for which settlement takes place on the following day of the transfer 

request. The complete transaction details are released to ACH on the day of the transfer request. Next-Day 

Transfers are also referred to as Premium Transfers; limits can be found on the Limits and Fees page. 

Q. What are the qualification rules for Next-Day Transfers? 

A. To be eligible for the Next-Day transfer service, your account must meet the following conditions: 

1. You must be in good standing with your financial institution. 

2. You must not have any Non Sufficient Funds (NSF) experience in the previous Months from the 

registration date of the Funds Transfer service with your financial institution. 

3. You must not have had any negative experience with the Funds Transfer product or the Funds Transfer 

vendor. Negative experience shall include, without limitation, NSF, Account Closed (debit only), 

Authorization Revoked by Customer, Payment Stopped, Customer Advises not Authorized, Account 

Holder Deceased, Beneficiary Deceased, Account Frozen. 

4. To be eligible for the Next-Day transfer service, the non-host account to which you are transferring money 

to is required to make a successful inbound transfer of $500 to your account at least 60 days prior to the 

date of a Next-Day transfer. 

5. For an inbound transaction, your account must have a minimum available balance of $750. 

6. For an outbound transaction, your account must have a minimum available balance of $750 after 

adjusting for the current transaction. Current transactions shall include all transfers that are open and 

have not been released by the Funds Transfer vendor. 

Q. How do I know that my account is eligible for a particular product? 

A. When your account becomes eligible for a particular product you can view the icon of the product next to your 

account under the Funds Transfer tab. 


Q. How do I transfer funds between my enabled accounts? 

A. Go to the Overview screen and click on the Transfer Funds tab at the top of your screen. You'll see a listing 

of all of your funds transfer enabled accounts. Simply select the account you want in the Transfer From and 

Transfer To columns, enter a transfer amount in the data field, and click the button labeled Confirm. 

You'll be brought to a confirmation screen where you'll see the details of your funds transfer request. 

• If everything is correct, click the button labeled Confirm. 

• To revise your request, click Edit. You'll be returned to the Transfer Funds screen, where you can make 

any necessary changes. When you're ready, click Confirm once more. 

• You will be returned to the Overview screen, where you'll be given a reference number for your 

transaction. The details of the transfer will also appear on the Overview screen in the area labeled 

Recent Transfers. 

• The transfer will also appear on the History page, which offers a detailed view of your funds transfer 

history, including the status of all the transactions executed over the past 12 months. 

Q. Do account transaction limits and/or fees assigned by my financial institution apply to Funds Transfer 

service? 

A. Yes. In all cases, limits and conditions placed on account transactions by individual financial institutions apply 

to Funds Transfer. Please note that your external account financial institution may charge any and all fees 

resulting from such conditions to you. If in doubt, please contact your financial institutions to determine whether 

restrictions and/or conditions, including fees, pertain to transactions made into or out of any of your accounts. 

Q. What should I do if I wish to cancel a Funds Transfer request? 

A. You can cancel your request anytime before the cut-off time. Once your Funds Transfer request has been 

transmitted to ACH, you cannot cancel the transaction. Your best bet is to request a second transfer between the 

same two accounts sending the funds back to their point of original (in effect reversing your first transfer). It is 

simple to cancel the transaction before the cut-off time. Just click on the Cancel Link next to the transaction on 

the Overview page and follow the simple instructions. 

Q. How long does it take to complete a funds transfer? 

A. A regular funds transfer will take from three to four business days to complete. Please note that the 

completion of a transfer, including the availability of funds in the destination account and access to the transaction 

details, will depend in part upon how quickly the institution updates your account details. Full details regarding 

your funds transfer requests are viewable on the Overview page under the section labeled Transfer Status. 

The funds will get posted to your destination account once the funds have been successfully drawn from 

your source account. Your transaction remains in process for four business days from the day you sent 

your request. After that, the status gets updated to Complete indicating a successful transaction, 

provided we have not received notice of any problems with the transfer (see below). 

Q. Under what circumstances will an attempted funds transfer be unsuccessful? 

A. A funds transfer will be returned if it cannot successfully be posted to your account. The most common 

reasons for failed or returned funds transfers are: 

• Entering an incorrect account number or bank ABA routing number 

• Lack of sufficient funds in the source account 

• Exceeding the dollar limit for an individual transaction, total transactions per calendar month, or 

outstanding transfers (transfers that you've initiated but which haven't been finalized) 

You will be notified by e-mail if we have received a return message on your transaction indicating that the 

transfer has not been completed. Full details will be available on your History screen. 


Q. When do you execute my funds transfer request? 

A. Your funds transfer request enters into the ACH system on the business day following receipt of your request, 

provided you've made your funds transfer transaction request (funds transfer execution message) by 10:00 PM 

PST (11:59 PM Eastern) for Standard Transfers and by 4:00 PM PST (7:00 PM Eastern) for Next Day Transfers. 

If you initiate a funds transfer request after 10:00 PM PST, the transfer will be posted two business days 

following the request date. Please note that all funds transfer requested during the weekend (after 10:00 

PM PST on Friday) will be posted on Tuesday. 

Depending upon the financial institution, it may take an additional business day for the transaction to be 

reflected in the account balance of the destination account. Please refer to the following tables for basic 

transaction cycle information: 

Standard Transfers Cycle 

Requested by Source account debited 

Destination account 

credited before Start-of- 

10:00pm PST on: before Start-of-Business on: Business on: 

Monday Tuesday Thursday 

Tuesday Wednesday Friday 

Wednesday Thursday Monday 

Thursday Friday Tuesday 

Friday Monday Wednesday 

Saturday Monday Wednesday 

Sunday Monday Wednesday 

Next Day Transfers Cycle 

Requested before 


5:00pm PST on: Source account debited credited before Start-ofbefore 

Start-of-Business on: Business on: 

Sunday Monday Monday 

Monday Tuesday Tuesday 

Tuesday Wednesday Wednesday 

Wednesday Thursday Thursday 

Thursday Friday Friday 

Requested 

Anytime on: 

Source account debited 

before Start-of-Business on: 

Friday Monday Monday 

Saturday Monday Monday 


credited before Start-of- 

Business on: 

Q. How will I know when a transfer is complete? 

A. You can go to your History screen for an up-to-date status report on your funds transfer request. Four 

business days after the transfer request is made, you should also be able to confirm the completion of the 

transaction with your financial institution. 


Q. Will all the external accounts I've submitted appear on the Funds Transfer page? 

A. Your account(s) can only be enabled for Funds Transfer services after they have been verified with your 

outside financial institution; please check the Overview page. If verification of the account is still pending, or if 

you haven't begun the offline verification process, you will see the account listed in the Overview page under the 

section titled Accounts Requiring Verification. 

When the verification process has been completed, the account will automatically be listed under the 

section labeled Enabled Accounts on the Overview page and appear on the Funds Transfer page. 

You can now schedule transactions from this account. 

Q. How can I check on the status of my recent funds transfers? 

A. Click the tab labeled History from the navigation bar. You'll arrive at the History page, where you'll see a 

table that lists your funds transfer requests over the past twelve months. The screen shows 

• The reference number of each transaction 

• The date you requested each funds transfer 

• The origin account (source account) and destination account (destination account) of each transfer 

• The dollar amount of each transfer 

• The current status of each transfer 

Q. How soon after the completion of a funds transfer transaction will the transaction appear as 

“Complete” on the Funds Transfer Status section of the Overview screen? 

A. When we receive your funds transfer request, we alert the ACH system to debit (withdraw funds from) the 

source account for your transaction. If we don't receive a return from ACH, indicating a problem with the 

transaction, within 2 to 3 business days, we'll credit (deposit funds into) your destination account with the amount 

of your funds transfer. Within the next business day, the funds should be confirmed as appearing in your 

destination account. At that time, the transaction is automatically listed as Complete on your History screen. 

Q. What do the different status designations mean? 

A. 

• Pending: We have not yet received confirmation of a successful transaction. This process generally 

requires four business days. You may see an indication of the transaction in the account balance of the 

source account but not the destination account of your funds transfer. 

• Complete: The transfer is confirmed. The transaction will be reflected in your account balances with your 

institutions as a withdrawal from your source account and a deposit in your destination account. It's a 

good idea to verify the transaction with your financial institutions. 

• Rejected: We were unable to remove the funds from the source account or place the funds in your 

destination account. Typical causes of failed or returned funds transfers are: 

1. Incorrect account number or bank ABA routing number provided during the account setup. 

2. Lack of sufficient funds in the source account. If we receive an ACH return due to non-sufficient 

funds (NSF) in the source account, we'll automatically try the transaction a second time. A funds 

transfer will be designated unsuccessful only after a second NSF return. You will be notified by email 

if we receive a return notice on your transaction indicating the transfer cannot be completed. 

• Complete (Return): Occasionally, we'll receive a return from the ACH system indicating a problem with 

the transaction after the normal 4 business-day waiting period. This designation indicates that we 

received the return notice after having already designated the funds transfer as Complete. 

It is possible that you'll see a record of the debit on the account statement of your source account. If this 

does occur, the funds will automatically be returned to that account, appearing as a credit on your 

account statement. 


Q. How can I get further details about transactions that do not go through? 

A. If a transaction is unsuccessful, the designation Rejected or Returned will appear in the Status column of the 

History screen as a hyperlink. Click on this link to receive full details about the transaction and the situation that 

was encountered. 

Pay People: The Basics 

Q. What is Pay People? 

A. Pay People is a convenient service that allows you to send and receive personal payments of up to $1,000 per 

payment via e-mail across any third party. 

Q. How is the Pay People service different from the Funds Transfer service? 

A. The Funds Transfer service is used to move funds between your financial accounts. You'll use your Pay 

People service to make and receive payments to individuals. 

Q. How secure is sending a payment using the Pay People service? 

A. Very secure. In fact, we're not really sending funds or restricted information via e-mail. Only the notification 

about each transaction is relayed via e-mail. The transfer of funds takes place within our secure servers and the 

transmission of data is encrypted. Both the sender and the recipient have to log in to their secure online 

accounts in order to either initiate or complete the transaction. 

Q. Are there any limits to the amount of money can I send via my Pay People service? 

A. Check the Limits and Fees page to review the limits and fees associated with each service. 

Q. Why are there payment limits? 

A. The payment limits for the Pay People service are there for you protection. As you can see from the 

description of our securities procedures, your funds, accounts, and information are guarded by state-of-the-art 

security and encryption procedures and technology. However, in the highly unlikely event that someone other 

than you gains access to your account, the payment limits minimize the amount of damage that can be done. 

Q. To whom can I send payments? 

A. You can send payments to anyone who has a valid e-mail address and a checking or savings account. 

Q. From whom can I receive payments? 

A. You can receive Pay People payments from anyone with a checking or savings account. 

Q. Which of my accounts can I use to send or receive payments? 

A. You can send payments from and receive payments into any of your checking and savings accounts residing 

at a financial institution. 

The online Pay People payment is provided as a comprehensive service to our account holders. You 

can send payments from, and receive payments into, any of your checking or savings accounts, whether 

or not they are held at this financial institution. 

Q. Will I be charged for Pay People online payment transactions? 

A. Check the Limits and Fees page to review the limits and fees associated with each service. The fee will be 

deducted from the source account you use for your payment. 

Q. How can I Unsubscribe from the Funds Transfer service? 

A. If at any time you wish to discontinue your use of the Service, you can unsubscribe by clicking on 

“Unsubscribe” from the Edit Profile page or by sending an e-mail to your financial institution or, if you prefer, by 

sending a registered or certified letter to the financial institution. Once your account with your financial institution 

has terminated for any reason, you will have no further right or access to use the Funds Transfer service. 


Getting started: Setting up your Pay People Account 

Q. I've received an e-mail introducing Pay People. What do I do now? 

A. Please login into your online banking account at this financial institution’s web site. Click on the “Funds 

Transfer” or “Pay People” icon to go to the Overview page. When you click on the link from the message on the 

Overview page, you will be brought to a page that will display your e-mail address and ask for a 20-digit 

validation code. You'll find that code on the Introduction e-mail you received. Cut and paste this validation 

number from the e-mail into the appropriate field, then click "Submit." You'll be brought to the Overview page. 

Q. Do I have to enable each of my accounts individually for use with my Pay People service? 

A. No. When you activate the Pay People service, you'll find that all of your checking, savings, and money 

market accounts at this financial institution are already enabled for sending and receiving payments via the Pay 

People service. 

Q. Can I remove banking accounts from this service? 

A. Yes; you can remove any account (external account) that is held at an outside institution. Go to the Overview 

page and click "Remove." You'll be asked to confirm that you wish to deactivate this account. 

Q. Do the people I'm sending funds to have to verify their accounts with these procedures? 

A. No. Receiving funds is a much easier process. Anyone you send money to will be able to deposit that 

payment into the savings, checking, and/or money market account of their choice, by following the procedures 

outlined in the email notification. People receiving payments via this service for the first time have to complete a 

quick, one-time registration procedure. 

Email Addresses 

Q. How do I add additional email addresses to send or receive Pay People payments? 

A. To add one or more new email addresses to be used for Pay People transactions, click the Edit Profile link. 

You’ll be brought to the Edit Email page. That page will display the list of your registered email addresses. Click 

on “Add Email,” and enter the new address in the data field. When you click “Submit”, you’ll be returned to your 

email address list, with the new address now included. You will be asked to follow the simple validation 

procedures before you can start using the new email address with the Pay People service. 

Q. How do I validate my additional email address? 

A. Your newly added email address will be listed as “Awaiting Validation.” For security reasons, you’ll be asked to 

confirm this email address before it will be activated for use. You will automatically be sent an email message, 

containing a Validation Code, to the new address. When this email arrives, return to your email address list, click 

“Validate” for the appropriate address, and copy the Validation Code from the email message into the data entry 

field. When you click “Submit”, your new email address will be validated and ready to use. 

Q. How do I deactivate email addresses from the service? 

A. Follow the instructions for adding email addresses. When you get to the online email address list, click the 

“Delete” link for any email address you’d like to deactivate. You will receive a confirmation email notifying you the 

completion of your request to delete an email address. 

Q. How can I change the default email address, which I use with the Pay People service? 

A. The default email for your Pay People transactions is your Main email address. To change this address, click 

on Edit Profile and go to Edit Email. Your main, or default, email address will appear with the word “main” in 

bold print. To select a new main address, click the “Change Main” link in the Action column and follow the 

directions. When you’ve completed this process, you will receive a confirmation email. 


Making Payments with Pay People 

Q. Where do I go on my financial institution’s web site to make a personal payment with Pay People? 

A. Please login to your online banking account at your financial institution’s website. Click on “Pay People”, and 

then on “Payments” tab to schedule a payment. 

Q. How do I complete the Pay People form to send a Pay People personal payment? 

A. Here is the list of fields required to schedule a payment. 

• Recipient's Full Name: If you are sending payment to a particular recipient for the first time, enter his or 

her first name and last name in this field. Type in the first name, followed by the last name, with a space 

in between (i.e., Bob Smith). 

OR 

If you have previously sent a Pay People payment to this person, his or her name should appear in the 

Recipient's Full Name drop-down list. Simply select the appropriate name from this list. 

• Recipient's E-mail Address: Type in the full e-mail address of the payment recipient. It's a good idea to 

double-check the address after you've typed it in, since the success of the transaction depends upon us 

having your payee's correct e-mail address. 

• From Account: This is a drop-down list of your accounts at this financial institution that are eligible for 

use with Pay People. Select the account you'd like to use to make your payment. 

• Shared Secret Code: This is a code that you select to ensure that no one but your intended payee will 

be able to collect your payment. Select a single alphanumeric code (no spaces or symbols) of from four 

to twenty characters. Your recipient will have to know this code in order to collect the payment, so be 

sure to communicate the code to your payee as soon as possible. No one but you knows this Shared 

Secret Code and only you can share it with your payee. 

• Message to the Recipient: Enter a message of up to 200 words. Think of this as the "memo" section on 

a paper check. This message will appear on the e-mail that your payee will receive announcing your 

payment. 

• Amount: Enter the amount of your payment. You may send Pay People payments totaling up to $500 

per day. 

• Your Remaining Monthly Limit: Your total Pay People payments may not exceed $1,000 during the 

last 30-day period. 

The figure listed here represents the amount of money you are currently eligible to send, based on this 

limit. For example, if your monthly limit is $500.00, and you have sent $200.00 of total Pay People 

payments during the last thirty days, your remaining limit will be $300.00 ($500.00 - $200.00). 

Please note that your total amount of Outstanding Payments may not exceed $500. Your outstanding 

limits frees up when the funds have been withdrawn successfully from the source account. 

• Charge: Your financial institution charges a nominal fee per Pay People payment. This amount will be 

deducted from the account you use for your payment. 

• Click "Confirm" to send your Pay People payment, or "Cancel" to cancel sending the payment. 


Q. Can I double-check my entries before completing my Pay People payment? 

A. Yes. When you click Confirm on the Pay People form, you'll be brought to a confirmation screen that will 

display every detail of your intended transaction. If everything is correct, click Submit to send the transaction for 

processing. To make corrections, click Edit to be returned to the Pay People form. 

Q. What is the Shared Secret Code and how does it work? 

A. Each Pay People payment must have a shared secret code, which should be known only to the payer and the 

recipient. The payer enters the shared secret code when initiating the transaction and the recipient must supply 

the same code to collect the payment. The secret code must be a single "word" (no spaces or symbols) using 

four to twenty alphanumeric characters. No one but you knows this shared secret code and only you can share it 

with your payee. 

Q. What happens if the recipient doesn't enter the Shared Secret Code correctly? 

A. The person receiving the Pay People payment has three (3) chances to enter the secret code correctly when 

attempting to collect the payment. After the third incorrect attempt to enter the code, the recipient will be offered 

the following two choices: 

1) The recipient of the payment may click on a link that will cause an e-mail to be sent to the payment 

sender alerting that person of the problem and asking that they resubmit the payment transaction (see 

resubmit instructions, below). You can either resubmit the original shared secret code or create a new 

one. Be sure to contact the recipient to confirm the shared secret code of the resent payment. 

You may also choose to cancel the transaction at this time. Go to your Overview or your History page 

and click the Cancel link next to the transaction in question. In that case, the funds will be automatically 

returned to your account within the next 2 business days. 

2) The intended recipient may cancel the transaction. You will receive an e-mail notification that the payee 

has taken this action. The transaction status on your History and Overview pages will change to 

Cancelled; funds will be returned to your account automatically within 2 business days. 

Q. How do I resubmit a payment? 

A. To resubmit a pending payment, simply go to your Overview page and click on the Resubmit link next to the 

transaction in question. You'll be brought to the Pay People screen for the transaction. Enter a shared secret 

code. You may choose to resubmit the original shared secret code or create a new one. Click Submit. The 

payee will receive an e-mail notification that the payment has been resent. Be sure to contact the payee to 

ensure that he or she knows the correct shared secret code. 

Q. Can I cancel a pending Pay People transaction? 

A. Yes, you can. All you have to do is go to your History screen, find the transaction in question, and click 

Cancel next to the transaction under the Status column. You will be asked if you're sure you want to cancel the 

transaction. Click Yes. You can also cancel a transaction in the exact same manner from the Action column of 

your Overview screen. The funds will be returned to the account of origin. 

Q. How will I know for sure that my Pay People payment request has been processed? 

A. Once you click Submit on the Transaction Confirmation screen, you'll be brought to your Overview screen. 

Your new Pay People payment will be listed under Recent Transactions. You'll also find the same transaction 

listed on your History page under the section titled Payments Made. 

Q. How long will it take before the funds are available to my recipient? 

A. Pay People payments are generally available for your payee to collect within two to three business days from 

the day you have submitted your request. 

Q. How will my recipient know that I have sent a Pay People payment? 

A. Your recipient will receive an e-mail announcing your Pay People payment. The e-mail will also include 


instructions on how to proceed and a link to collect the payment. First time Pay People payment recipients will be 

instructed to complete a short one-minute registration form. Don't forget that you must also contact your recipient 

separately to pass along the shared secret code for your payment transaction. 

Q. How will I know when my recipient has collected my payment? 

A. Each of your recent Pay People transactions is listed both on your Overview page and on your History page. 

The notation in the Status column for the transaction on both of these pages will change to Complete when your 

recipient has successfully completed the collection process. You'll also receive an e-mail when your payee has 

initiated the process of collecting your payment. 

Q. How long does the recipient have to collect my payment? 

A. The recipient must complete the collection process within 30 days of receiving e-mail notification of your Pay 

People payment. If there has been no response from your payee, the funds are automatically returned to the 

source account. 

Q. What happens if the e-mail notifying the payee of my Pay People payment is undeliverable? 

A. If the Pay People payment notification e-mail is undeliverable, you will receive a return e-mail notifying you of 

the problem. This problem most frequently occurs because the sender has entered a misspelled or invalid e-mail 

address on the Pay People form. 

To correct or change your recipient's e-mail address, go to the Overview page. Find the payment in 

question in the Recent Transactions section. E-mail Undeliverable should appear as a link in the 

Status column. Clicking on this link will bring you to the Pay People form for the transaction. Re-enter 

the e-mail address of your payee. You may wish to contact the payee to confirm that you have the 

correct address. Click Submit. The Pay People vendor will send out a new e-mail notifying the payee of 

your Pay People online payment at the revised e-mail address. 

Q. Will the recipient receive e-mail reminders during the 30-day period? 

A. Yes. We will send out an e-mail reminder to the payee 2 days after our initial e-mail notification. We will also 

send you an e-mail if your recipient has not collected payment seven days after the original notification. If we do 

not hear from the payee within the 30 days from the day the payee received the first e-mail notification, the funds 

will be automatically returned to the source account. 

Q. What happens if the recipient doesn't collect the funds within 30 days? 

A. The Pay People payment will be automatically cancelled and the funds will be returned to the account of 

origin. You will receive an e-mail notification that this has occurred, and the status column for this transaction on 

the Overview and History screens will change from Awaiting Collection to Funds Returned. 

Q. What happens if I try to send a payment from an account with insufficient funds? 

A. If you attempt to send a Pay People payment from an account with insufficient funds, the payment will be 

stopped. For your convenience, we will resubmit the payment once automatically. You will receive an e-mail 

informing you of the situation. In the meantime, for security reasons, the account in question will be temporarily 

suspended for further transactions. If the payment goes through the second time, we will send you a follow-up email 

to let you know and the account will be reinstated for activity. If the payment does not go through on the 

second try you will receive an e-mail informing you of the situation. This e- mail will include the contact information 

of the personnel who can help you resolve the problem. 

Q. I've received an e-mail informing me that my transaction did not go through, but the email did not 

specify a reason. What happened? 

A. There are a variety of situations involving incorrect information or other problems that, on rare occasion, will 

prevent the proper completion of a Pay People payment. The e-mail you've received contains a link to your 

Overview page. You'll see the reason for your problem displayed on this page. Please contact your financial 

institution’s customer service if necessary for further information or assistance in solving the problem. 


Receiving Payments with Pay People 

Q. I've received an e-mail notice that I've been sent a Pay People payment. This is the first time I have 

received a payment of this kind. What do I do next? 

A. If this is your first time, you'll have to register with the service before you can collect the Pay People payment 

you've been sent. This will take less than a minute. 

The e-mail you've received contains two hyper-links, both will take you to the online Collect Payment 

Registration Form. You'll need to fill out this form to establish an account, which is required for you to receive 

personal payments via Pay People. 

Filling out the Collect Payment Registration Form 

• User Name, Password and standard ID information: You'll be asked to select a user name (6 to 16 

alphanumeric characters) and a password (6 to 16 alphanumeric characters; at least one number and at 

least one letter) and to enter some standard personal information including your name, address, social 

security number, telephone numbers and e-mail address. 

NOTE: Keep this username and password in a secure place. You will need it to check the status of your 

payments and collect future payments. 

• Personal Contact Information: You’ll be asked to enter your full name and contact details so that we 

can send you update(s) and notifications related to your Pay People payment. This information is 

required to electronically transmit the funds into your receiving account. 

• E-mail Validation Code: Depending on the link chosen by you to reach the collect payment registration 

form, you will be asked to enter a validation code. This is the 20-digit number that appears on the 

notification e-mail you've received. Simply cut and paste the number from the e-mail into the data field on 

the registration form. If you have chosen the first link in the e-mail notification, you will not be asked to 

enter this 20 digit validation code. 

• Set-Up Account to Collect Money: This is where you'll designate the checking or savings account into 

which you'd like to deposit the Pay People payment you've received. Enter the name of your bank and 

your account number (to ensure accuracy, you're asked to enter the account number twice). Later, you'll 

be able to activate additional accounts to receive payments via Pay People. 

• Entering the ABA Routing/Transit Number: The receive payment registration form also asks for a 9digit 

ABA routing number; the ABA routing number is a banking industry ID number. Each banking 

institution in the United States has its own routing number. You'll find the routing number for your bank at 

the bottom of your check. It will be inside the symbols that look like a small vertical line standing next to 

two small dots. See the illustration on the form receive payment registration form. If you are setting up a 

Savings account and it is not linked to your checking account, please contact your financial institution to 

obtain the 9-digit ABA routing/transit number. 

• Review and Submit: Please be sure to check all of the information you've entered to ensure accuracy. 

You'll see a link that will take you to the terms of use for the service. Check the box that indicates you've 

read this agreement. Once you've done so, click Submit. You'll be taken to the receive payments page, 

where you will complete the process for receiving your Pay People online payment. 

Q. I've received an e-mail notice that I've been sent a payment. I'm already a registered user. How do I 

proceed? 

A. The e-mail you received contains a hyperlink that will take you directly to the log in screen for your account. 

Enter your user name and password. You'll be brought to your Overview screen. Just go to the Receive 

Payments tab to initiate the collection of your payment. Please ensure that you have received the shared secret 

code from the sender, as you will need it to collect your Pay People payment 


Q. How do I receive payments that have been sent to me via the Pay People service? 

A. Once you have logged in to the service, click on the Pay People tab, then on Receive Payments. You will 

be taken to the Receive Payments screen. Here you'll find a listing of all your pending Pay People payments. 

For each payment, you'll see the date the payment was sent, the e-mail address of the payer, and the dollar 

amount of the transaction. Please note that you may process some or all of your pending payments 

simultaneously, provided that you know the shared secret code for each transaction. 

• Click on the selection box to the far left-hand side of the payment(s) you wish to collect. 

• Enter the shared secret code for each selected transaction. The payer created this code at the time the 

transaction was sent. If you don't know the shared secret code for this transaction, contact the person 

who is sending you the payment. 

Please note that you will have three tries to enter the shared secret code correctly for each transaction. If 

you enter the shared secret code incorrectly on your third try, the sender will receive an e-mail with the 

alert that you have been unable to enter the shared secret code successfully. The e-mail will suggest to 

the payer to return to the transaction on his or her History screen and re-enter the shared secret code. 

• For each pending payment, you'll see a drop-down list on the right-hand side labeled Select Account 

containing all of the accounts you have enabled to receive Pay People payments. Select the account you 

wish to use for the current transaction(s). 

• Click Confirm. You will be brought to a confirmation screen that will display the relevant information 

regarding your transaction(s). Please review this information carefully. To change any of the details of 

your transaction(s), click Edit. You'll be returned to the previous screen. If everything is correct, click 

Collect Payment. 

• You will be sent an e-mail confirming your collection of each payment. The person who sent each 

payment will also receive an e-mail confirmation at this time. 

Q. How long does it take for the funds to reach my account once I've completed the transaction? 

A. The funds should reach your account within the two business days from the time you click Collect Payment 

on the Confirm to Receive Money screen. 

Q. Can I process more than one incoming payment at the same time? 

A. Yes. You may process any and all of the pending transactions listed on the Receive Payments screen. Click 

on the selection box (or access Select All), enter the secret code, and select a receiving account for the 

payments you wish to complete. Click Confirm. 

Q. How long do I have to collect a Pay People payment once I've been notified that it's been sent? 

A. You have 30 days to collect your Pay People payment. During this time, you will be sent two e-mail reminders 

in addition to the initial notification. If you do not collect the payment within the 30-day limit, the payment will be 

cancelled, and the funds will be automatically returned to the payer's bank account. 

Q. What is the Secret Code, and how does it work? 

A. For security reasons, each Pay People payment must have a shared secret code that should be known only to 

the payer and the recipient. The payer enters the shared secret code when initiating the transaction; the recipient 

must supply the same shared secret code to collect the payment. The shared secret code must be a single 

alphanumeric "word" (no spaces or symbols), and must be from four to 20 characters in length. Please note that 

the shared secret code is not case sensitive. 


Q. What if I don't enter the Shared Secret Code correctly? 

A. You have three chances to enter the shared secret code correctly for each transaction. After the third 

incorrect attempt to enter the secret share code, you will be automatically offered with the following two choices: 

1) You may click on a link that will cause an e-mail to be sent to the payer, asking that the sender resubmit 

the Pay People transaction. The sender will be able to resubmit the original shared secret code or create 

a new one. Be sure to contact the sender to confirm the shared secret code of the resent payment. You 

will receive an e-mail notification when the sender has resubmitted the payment. Please note that the 

sender may choose to cancel the payment at this time. In that case, the status for the transaction on your 

Overview page will get updated to Funds Returned. 

2) You may also click on a link that will cancel the transaction entirely and return to funds to the sender's 

account. The sender will be informed via e-mail that the transaction has been cancelled. 

Q. I've received an e-mail informing me that a payment I've received and deposited cannot be completed 

because my account information is incorrect. What should I do? 

A. You will receive this message when the information you've supplied when adding an account to collect you 

payment is incorrect. Go to the Overview page. The status of the transaction will be shown as Resubmit and 

Cancel under Payments Received. Find the account in question under the box Accounts Set-Up to Collect 

Payment on the Overview page and click the Delete link. Next, click the Add Account tab and resubmit the 

account, make sure to double-check all the entered information. Once this process has been completed, click 

Resubmit next to the transaction on the Overview page, select the correct Receiving Account and follow the 

simple instructions. 

Once you have completed this process, the funds should arrive at your account within the next two 

business days. 

Please note that if the resubmitted account information is still incorrect, the transaction will be cancelled 

and the funds will be automatically returned to the sender's account. Both the sender and the recipient 

will receive e-mail notification should this occur. 

Q. What is the Security PIN Code? 

A. This is an added layer of protection for this service. Once you have your Pay People account fully activated 

and ready to go, you will be asked to designate a four-character security PIN code the first time you want to 

schedule a payment. This code must be 4-digits long and can consist of numbers and/or letters and is case 

sensitive. Enter the security PIN code you've selected, and then verify it by re-entering. (Thereafter, you'll only 

have to enter the code once.) Please keep this Security PIN code in a secure place as it will be required every 

time you want to request a Pay People transaction. 

Q. What if I already have a Security PIN Code for my Funds Transfer service? 

A. If you already have an up and running Funds Transfer service, you will not be asked to select a new Security 

PIN code. The same security PIN code you've been using for Funds Transfers will also be used with your Pay 

People account.

CashEdge – Funds Transfer - FAQs - Liberty Online

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