General Questions | Passwords and Security | Error Messages | Transfers, Deposits, Loans | Online Check Images

General Questions

1. Will Internet Banking cost me anything?
No, it's a free service offered to you by MB Financial Bank.

2. Are there any times when Internet Banking is not available?
Although minimal, there are some times when Internet Banking is taken offline for routine backups and maintenance. Our system is unavailable early Sunday morning from midnight to approximately 5 a.m. Occasionally the system will be offline for other reasons. When this occurs we work quickly to resolve the issue(s). In these instances please check the login screen for notification.

3. If I can’t get to a computer, are there other methods available for me to check my account information?
We offer telephone banking through the Phone Access Line (PAL). This service is available 24-hours a day and allows you to access your accounts anytime, anywhere via telephone. You can reach PAL by calling 1 888-i bank mb (1.888.422.6562). Learn more about PAL.

4. Should I use a particular Internet browser for banking online with MB? (i.e. Netscape Navigator or Microsoft Internet Explorer.)
Our site is best viewed using Internet Explorer 5.5 and above or Netscape 6.0 and above. Lower versions may limit your capacity for viewing certain elements of the site. This site requires a JavaScript enabled browser with 128-bit encryption.

5. I’m using a Mac to access the Internet. Will I have any problems accessing my account information?
Our Internet Banking service will work with either PCs or Macs, though you may experience some JavaScript distortions with Macs. In addition, if you are running AOL for Mac you will need to have version 5.0 or better in order to ensure optimum performance.

6. If I have problems or questions can I speak to a live person?
Yes, the Telephone Banking Center is open from 7 a.m. to midnight Monday through Saturday and 10 a.m. to 5 p.m. on Sunday. Call 1.888.i bank mb (1.888.422.6562).

7. Will I continue to receive paper statements via standard mail?
Yes. Internet Banking does not replace your regular monthly statement. However, MB does offer e-statements, which allow you to get your statement via e-mail each month. Learn more about the benefits of e-statements. 

8. Can I get my personal account information into financial software packages such as Quicken® or Microsoft® Money?
Yes, our Internet Banking service allows exporting to software formats for Quicken, Microsoft Money and spreadsheet programs. Simply click on "Transaction Export" in the "Transactions" area, select the appropriate range of information and click on “Export.”

MB supports the WebConnect interface to Quicken. That means you can update your account information directly through Quicken. Check out this Getting Started guide to learn the basics of exporting to Quicken. Intuit, the makers of Quicken, also have developed an excellent online resource center that can help you troubleshoot most problems.

9. How far back can I view or export my transactions on Internet Banking?
Internet Banking allows you to view or export transactions that appear on your current and previous online statements. This means that you’ll be able to see a maximum of 60 days and a minimum of 30 days, depending on the day of the month and when your statement is printed.

10. Why can’t I view all of my accounts online?
There are a variety of reasons why certain accounts may not be available to view online. If you feel there is an error, please contact your personal banker or the Telephone Banking Center. Please do not complete an “Internet Banking Enrollment Form” to add additional accounts to your current access.

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Passwords and Security

1. Are there any User ID/password requirements?
User IDs and passwords must be at least 8 characters long and are not case-sensitive, (meaning the system recognizes both upper and lowercase characters as being the same). It may contain letters or numbers (no special characters). User IDs can contain no spaces.

2. How do I change my password?
In the Internet banking system, click on "Options" > "Change Password" and follow the directions.

3. What if I forget either my username or password?
If you remember your username (Access ID) but have forgotten your password then you can get back online quickly and easily. Just click the "Forgot Password" link on the login page. Once you enter your username, we'll send your password to the e-mail address on file for you. You'll be prompted to chnge your password the next time you log in. If you have forgotten your username, or if you do not have a valid e-mail address on file, please call the Telephone Banking Center for assistance. For your protection, we do not take requests for password resets vis e-mail, so please do not use the "Contact Us" form if you have forgotten your login information.

4. I share accounts with another person. Can we share our Internet Banking login?
For security reasons we recommend that our customers do not share Internet Banking login information.

5. Why can't I see my entire account number?
Masking some of the digits in your account number is added protection for you and your money.

6. Can I send account information via e-mail?
E-mail is not secure, and for your protection we recommend that you don't send specific account information and/or inquiries via e-mail. For inquiries of this nature you can visit any of our banking centers or call the Telephone Banking Center.

7. How can I change the e-mail address I have on file?
In the Internet Banking system, click on "Options" > "Change Email Address" and follow the directions.

8. How can I be sure my account information will be secure when banking online?
The security of your banking information is of great importance to MB. Your information resides behind a firewall that protects it against unauthorized entry. In addition, all our transactions are encrypted so they cannot be read via the Internet, and you will have a personal password that allows only you access to your accounts. It is critical to your security that you protect this information from others. We suggest you periodically change your password.

9. How do I know my money is safe with MB Financial Bank?
Your MB deposit accounts are insured by the Federal Deposit Insurance Corporation (FDIC). To find out how FDIC deposit insurance works, check out their web site.

10. Does MB Financial Bank have a privacy statement?
Yes, click here to view. Questions regarding our privacy statement can be e-mailed to us.

11. What is Enhanced Online Security?
Enhanced Online Security is another level of protection for you and your money. Each time you log in, we show you a picture and phrase that's unique to you, proving that the site is secure. Additionally, you verify your identity to the bank with a security token that is saved on your computer or by answering a challenge question of your choosing. To learn more about Enhanced Online Security, please visit our resource center.

12. Can I change my Enhanced Online Security information once I've enrolled?
Yes, you can change your image, pass phrase and security questions at any time. In the Internete Banking system, click on "Options" > "Change Security Data" and follow the directions. If you have been locked out of Enhanced Online Security and cannot remember the answers to your questions, then you must contact the Telephone Banking Center to have your information reset.

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Error Messages

1. I received an error message that my session had timed out. What does this mean?
After 15 minutes of inactivity the system will automatically and securely log you off. Simply log in again.

2. What do the different error messages mean?
There are three common errors you may receive when you attempt to log in. Here’s what they mean:

• No Response from Enterprise Server or Your Accounts Are Not Available at this Time – This message indicates that Internet Banking is down, either for maintenance or due to a problem on our end. We will try to have it up as soon as possible.
• Invalid User Code – When you get this message it could mean that you are using the an incorrect user name or password, or it could mean that you have locked yourself out of the system. In either case, please call our Telephone Banking Center and they will assist you.
• Transaction did not complete for following reasons - no active session was found-please log in to start your on line session – If you get this message when you attempt to log in it usually means you have disabled the cookies on your browser. To use Internet Banking you need to enable “session cookies” on your browser.

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Transfers, Deposits and Loans

1. What are the limitations on transferring funds between accounts with Internet Banking?
You may only transfer money between accounts that are shown on your Internet Banking screen after you log in. In addition, the funds in your account must be available in order to make a transfer, and there are regulatory requirements limiting the number of transfers from savings or money markets to other accounts to six per month.

2. How long will it take for a transaction to post to my account?
Our system is on-line, real-time, therefore most transactions post immediately. Funds from your deposits may not be available immediately. Funds availability for cash withdrawals, transfers and check payments depends on the type of deposits made. For more information, please refer to the brochure titled, " Our Relationship: Account Disclosure Information" provided to you at the time you opened your account.

3. Can I cancel a transfer once it has been confirmed?
Once confirmed, Express Transfers cannot be cancelled. We suggest you use the Internet Banking system to move the funds back to the original account. If your transfer is scheduled for a future date, you can delete or modify it from your Transfer List.

4. How can I confirm that the transfer went through?
Under the "Transaction" button, click on either "Current Business Day" or "Current Statement" to confirm that the transfer was completed.

5. Why hasn't the transfer that's scheduled for today been processed?
We verify all scheduled transactions for available funds at 3 p.m. daily. If the funds are available at that time your transfer will proceed.

6. I have money in my account, but my transfer was denied because of insufficient funds. Why?
Funds transfers are based on your Available Balance, which may be different from your Current Balance. Your Current Balance may reflect funds that are not yet available (either from a recent deposit or a hold on your account.) To learn when those funds will be available, you can contact your Personal Banker or call the Telephone Banking Center.

7. How late in the day can I make a transfer and still have it appear on the current business day?
Transactions made after 7 p.m. will be processed on the next business day. All other transactions will be processed on the current business day.

8. I made a transfer using the “Express Transfer” feature, and after the transaction it presented me with a “new” account balance. Why is the “new” balance the same as the old balance?
This is an issue we have identified, and we are working to correct it. The system is returning your Current Balance, which does not change throughout the day. It should return your Available Balance, which reflects all of the day’s transactions. We apologize for any confusion, and we hope to address it soon.

9. I made a transfer but it’s not appearing on the current business day transactions for either account. Where did it go?
Transactions made between 9 p.m. and approximately 3 a.m. are not available for immediate viewing due to our nightly processing schedule. If your transaction was made during this time please check back the next morning to verify that it was processed. If you made the transaction during the day and it is not appearing please notify the Telephone Banking Center.

10. What is MB’s routing number?
A routing number is the nine-digit number on the bottom of your checks that uniquely identifies our bank in the Federal Reserve banking system. Our bank’s routing number is 071001737.

11. Can I find the current pay-off amount for my loan online?
The Internet Banking system gives you an approximate pay-off amount. You must contact your personal banker or the Telephone Banking Center to get the exact payoff amount.

12. I made a transfer from my checking account to make a loan payment. The money has been debited from my checking account but it hasn’t been posted to my loan. Why?
Our checking and savings accounts show transactions made throughout the day, but our loan system does not. The payment will post to your loan during our nightly processing and it will show on your account tomorrow.

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Online Check Images

1. Will online check images cost me anything?
There is no fee for online check imaging through Internet Banking.

2. How do I sign up for online check imaging?
Online check imaging is automatic when you sign up for Internet Banking with mbfinancial.com. It is available with all checking accounts, even if your account is truncated or you get your checks back. It is not available with home equity checks.

3. Can I view all of my checks through check imaging?
You will be able to view all checks for which we have captured an image. Occasionally images for certain checks will be unavailable as a result of problems with scanning that particular item.

4. Will I be able to see the front and back of the check?
Yes, both sides will be available.

5. What do I do if I see a check image that isn’t mine?
If you notice missing or incorrect check images, please contact the Telephone Banking Center.

6. Every time I try to retrieve a check image I get a message that says, “Image Cannot be Retrieved at This Time.” Why can’t I see any images?
If you are unable to retrieve any images we may have taken our image system offline for a short time. Please try back later. If you are unable to retrieve one specific image please contact your personal banker or the Telephone Banking Center.

7. Can I retrieve images of deposits made in person at a teller?
Yes, you can view images of deposit slips.

8. How soon after a check has cleared my account can I expect to see the image online?
Most images will be available the next business day. Only items on the “Current Business Day” screen will be unavailable.

9. How long will my check images be available online?
Our Internet Banking system allows you to see transactions for both your current and previous statements. In addition, you can search for checks by specific check number. Simply use the search feature on the “Transactions Menu” page. Checks prior to January 2002 will not be available. If you need to retrieve a copy of an earlier check please call your personal banker or the Telephone Banking Center.

10. Is a check image as good as the original when proof of payment becomes necessary?
In most instances a copy of your cancelled check is as valid as the original when proof of payment is necessary. In those rare instances where it is not, please contact the Telephone Banking Center.

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