Getting Started

Frequently Asked Questions

• What is Online Banking?

  Online Banking is an Internet-based service that provides you a safe and convenient way to do your banking. With Online Banking, you can view your account balances, transfer funds, pay bills, send service requests to the bank and more.

• What can I do with Online Banking?

  With Online Banking you can:

  • Check current balances on personal checking, savings, personal loan, line of credit, Certificates of Deposit (CD), Individual Retirement Account (IRA), brokerage accounts, mortgage and most business checking accounts.
  • Transfer funds between many of your accounts with us.
  • View transactions that have posted to your Bank of America checking and savings accounts for up to the past twelve statement cycles.
  • Reconcile checking and savings account transactions with your online or paper statement.
  • View the outstanding balance due and transaction activity from the last statement cycle on your credit card.¹
  • View life of the investment history for certificate of deposits.
  • View life of the loan history for your loans and lines of credit.
  • View up to 24 months of history for your mortgage.
  • Nickname your accounts for personalized, quick and easy reference.
  • Use My Portfolio to see your expenses automatically categorized for you and to track your net worth - including 401(K), frequent flyer miles and more from other institutions - all in one place.
  • Download your posted transaction information for your financial management software such as Quicken€® or Microsoft Money€®.
  • Send online customer service requests to: Inquire about a specific transaction, Ask a technical question about Online Banking, or Send feedback and comments using online mail.
  • Pay most of your bills online.

  ¹May not be available for some accounts.

• What is Bill Pay?

  Bill Pay is a feature of Online Banking that allows you to pay your bills online.

• How much does Online Banking cost?

  Online Banking is a free service¹ that gives you access to your accounts and lets you make transfers between your Bank of America accounts. Bill Pay, a feature of Online Banking, is also free.

  1Other account-related fees still apply.

• Can I use Quicken or Microsoft Money with Online Banking?

  Yes. Using the industry standard Quicken Interchange Format (QIF), you can download your transaction information into QIF-Long for Quicken 2000. You can download transaction information for Microsoft Money 2000 using the OFX export type. Comma Delimited is an ASC II text file that has fields surrounded by quotation marks and separated by commas. Comma Delimited can be used to export information in a format for use in a spreadsheet such as Excel, or a database application. OFX/QIF download enables you to record all of your online bill paying activity, transfers, and even your ATM and Point of Sale (POS) activity conveniently in your preferred financial management software.

• What are nicknames?

  Nicknames are an easy way to personalize your accounts and, once assigned, are used to identify your accounts throughout Online Banking. Nicknames can be assigned by you at any time and can be up to 30 alphanumeric characters. These nicknames are stored on your computer only, and do not affect account titles that you may have selected to go with your records at the Bank

• What do I need to enroll in Online Banking?

  • A Bank of America checking account or personal credit card
  • Internet access
  • One of the following recommended Internet browsers
    • Microsoft Internet Explorer 6.0 and higher
    • Firefox 2 and higher
  • An e-mail address
  • ATM or check card number and PIN

  For Bill Pay you will also need:

  • A Bank of America checking account
  • Copies of your paper bills to begin adding merchants/payees

• Can I begin using Online Banking immediately?

  Yes, If you have a personal or small business Bank of America ATM, Check Card or credit card you can begin using Online Banking immediately.

  If you don't have a card, you still can enroll by calling 1.800.933.6262. Customer service associates are available Monday through Friday from 7 a.m. to 10 p.m.; Saturday and Sunday from 8 a.m. to 5 p.m.

• How do I sign in?

  To access your accounts online,

  • Enter your Online ID in the sign in box on the Bank of America homepage
  • Confirm that your SiteKey is correct
  • Enter your Passcode and click "Sign In"

• What if I forgot or need to change my Online Banking Passcode?

  If you forget your passcode, you can change or reset it by visiting the Reset Passcode link from the Bank of America homepage. In order to change or reset your passcode, you will need to provide your Social Security number, your Bank of America ATM or check card personal identification number (PIN), and your SiteKey.

• What if I forgot or need to change my Online Banking ID?

  If you forget your Online Banking ID, you can reset it from the Bank of America homepage by clicking Forgot or need help with your ID

  If you forget your Online Banking ID, you can change or reset it by selecting the Forgot or need help with your ID link from the Bank of America homepage. In order to change or reset your Online ID, you will need to provide your Social Security number, your Bank of America ATM or check card personal identification number (PIN), and your SiteKey.

  If you want to change your Online ID after you have already signed in, visit the Change your Online ID link from the Customer Service menu within Online Banking.

• How do I change my Online ID?

  You can change your Online Banking ID from the Online Banking sign in area on the Bank of America home page. Click on either the "Forgot or need help with your ID?" link. You will need your Social Security number and Bank of America ATM or Check Card personal identification number (PIN). You can also change your Online Banking ID after you have signed into Online banking by following the instructions below:

  • Select the Customer Service link
  • Click the "Change your online ID" link
  • Follow the on-screen instructions to change your Online ID

• What is SafePass™?

  SafePass is an optional extra layer of protection for Online Banking. When completing sensitive activities you trigger a 6-digit, 1-time-use code to be sent to your registered mobile device as a text message.

  After you have enabled SafePass, you will be prompted to enter the SafePass code you receive when:
  

  • Adding new transfer and Bill Pay accounts
  • Making large transfers
  • Verifying your identity without SiteKey questions
  • Signing in to Online Banking (optional)

  If you choose to use SafePass, some online activities will be automatically protected while some can be optionally protected. Most actions will only require that you use SafePass just a few times per month. You can select which actions you want to use SafePass on by visiting the SafePass settings page.

  SafePass is considered part of two-factor authentication, which uses 'something you know' (your passcode, for example) and 'something you have' (SafePass code via mobile device) to verify your identity.

• How do I enable SafePass?

  SafePass is available to Online Banking customers for free. In order to enable SafePass, you will need a mobile device with service from an approved provider that accepts text messages and a web browser that supports Flash player version 9.0.

  Note: You can update your Flash player by visiting http://www.adobe.com/go/getflash

• How do I use my SafePass code?

  Whenever you are attempting an action protected with SafePass, you will be prompted with a panel that asks you to Send SafePass Code. Doing this will send a secure, 1-time code to your mobile device as a text message. In order to complete your action, you will need to enter the security code.

• What happens if I don't have my SafePass mobile device with me?

  If SafePass stops you from signing in to Online Banking because you do not have your designated mobile device with you, please call 1.800.933.6262 (CA customers call 1.800.792.0808). This may occur if you have selected to use SafePass whenever you sign in from an unrecognized computer. You also have the ability of enabling a second mobile device with SafePass to use as a backup.

• What happens if my mobile device becomes lost or is stolen?

  If you are using SafePass with your mobile device and it becomes lost or is stolen, please call 1.800.933.6262 (CA customers call 1.800.792.0808) to disable it. No one will be able to use your SafePass because only you have the combination of your Online ID and passcode. Customer service associates are available Monday through Friday from 7 a.m. to 10 p.m.; Saturday and Sunday from 8 a.m. to 5 p.m.

• How do I turn SafePass off?

  You can turn SafePass off at any time by visiting the Customer Service menu within Online Banking. You may also call Customer Service at 1.800.933.6262 (CA customers call 1.800.792.0808) to disable it. Customer service associates are available Monday through Friday from 7 a.m. to 10 p.m.; Saturday and Sunday from 8 a.m. to 5 p.m.

• What happens if I don't receive a SafePass code on my mobile device?

  If you have sent a code to your device but do not receive it, first check to make sure your device has proper reception. You may also request for a new code to be sent to you by selecting the Go back and start again link from the SafePass panel.

• Do I need to have Mobile Banking to use SafePass?

  No, the only thing you need in order to receive your randomly generated SafePass code is a mobile device that can receive text messages.

• What is SiteKey?

  SiteKey is a new, award-winning online security feature that is now a standard part of your Online Banking sign-in experience. As part of our ongoing commitment to help protect you against identify theft and fraud, SiteKey helps prevent unauthorized access to your accounts while reassuring you that you're at the valid Bank of America website. SiteKey consists of three parts: an image, an image title, and three challenge questions that are secrets between you and Bank of America. All three parts help protect you, whether you're signing in to Online Banking from your own computer, or from somewhere else (such as work or a public library).

• Why do I need SiteKey?

  SiteKey helps to ensure your information is secure by protecting you from fraud and identity theft in two ways. First, it helps you recognize that you're at the valid Online Banking site at Bank of America, rather than at a phony look-alike site. Secondly, you can ensure that we also recognize you as the true owner of your account because SiteKey helps us verify your identity with your chosen image and image description. If we don't recognize your computer, we'll ask you one of your challenge questions as an additional line of defense against unauthorized access to your accounts.

• How does SiteKey work?

  SiteKey is made up of three parts: an image, a image title, and three challenge questions that no one else knows. When you're at your own computer, enter your Online ID. Then click on the Sign In button and we'll show your secret SiteKey image and image title, which verifies that you're at the valid Online Banking site at Bank of America. You know it's safe to enter your Passcode.

  When you're signing in from a different computer, we ask one of your challenge questions to verify your identity. When you answer correctly, the secret SiteKey image title and image appears. You know it's safe to enter your Passcode and sign in; and we know that it's really you.

• Has my password changed?

  No. The SiteKey image, image title, and three challenge questions and answers you provide are separate from your regular Online Banking login password.

• Does SiteKey use cookies?

  One of the ways we recognize you is by placing a cookie on your computer when you sign up for our SiteKey service. The cookie contains a randomly generated, unique number used as an identifier. When you sign in after that, your Web browser sends us this cookie, which lets us know that you're using your own computer. The cookie is visible only to the Online Banking site at Bank of America and does not contain any personal information. You can also access Online Banking from any number of computers and have the same SiteKey protections.

• What is a cookie?

  A cookie is a file created by an Internet site to store information on your computer, such as your preferences when visiting that site. Think of a cookie as an identification card that's uniquely yours. Its job is to notify the site when you've returned. Cookies tell us how often you visit pages, which helps us find out what information interests you. In this way, we can give you more of the content you like and less of the content you don't.

• Does SiteKey Use Flash Objects?

  Yes, if you have Macromedia Flash installed on your computer, we will use Macromedia Flash Objects to identify your computer in the event that we can't identify your cookies. By using Flash Objects as a backup method for recognizing you as a valid user, we ensure that your sign-in experience is as quick and convenient as possible.

• What is a flash object?

  Macromedia Flash Objects store data on your computer in much the same way that cookies do. If you have Macromedia Flash installed, Bank of America can use Flash Objects to recognize your computer in the event that you erase all your cookies. That way, even if we can't identify you by your cookies, we can identify you as a valid user without having to ask you one of your SiteKey challenge questions.

• How is SiteKey more secure?

  SiteKey helps you know that you are at the valid Online Banking site at Bank of America before you enter your Passcode. In addition, we know it's really you signing in because we recognize your computer or we ask you a challenge question to verify your identity.

• What if someone steals my Passcode? How will SiteKey prevent them from accessing my account?

  When an unauthorized person tries to sign in from another computer, we will recognize that they're using a different computer, and so we'll ask one of your challenge questions. They won't know the answer and will not be able to sign in to your account.

• Why do I need to set up challenge questions?

  Challenge questions help prevent unauthorized people from getting access to your Online Banking information. That way, even if they've stolen your Online ID and Passcode, they won't know the answer to the secret question. And if someone signs in from a computer that we don't recognize (for example, if you sign in from a public library), we'll ask you a challenge question to verify that it's really you.

• What keeps somebody from stealing my SiteKey image and image title?

  After you click on the Sign In button, we only show your SiteKey image and image title automatically if you sign in from a computer we recognize as your computer. If you're at a different computer, we ask one of your challenge questions before showing the image.

• When I enter my Online ID, it asks me a question instead of showing my SiteKey image. Why?

  This is to help verify that it's really you signing in. We ask a challenge question when you're signing in from a computer we don't recognize. Your correct answer confirms that it's really you.

• How do I know I'm at the genuine Online Banking site?

  SiteKey will help you figure that out. Type the correct address (www.bankofamerica.com) directly into your Web browser. When you arrive at the site and enter your Online ID, click on the Sign in button, and your secret SiteKey image and image title will appear. That's confirmation that you're at the bank's legitimate Web site. If you do not see your secret image and image title, and are not asked your secret challenge question, do not enter your Passcode. Since this may represent a fraudulent website, please report this immediately to us at abuse@bankofamerica.com.

• How do you know that I'm signing in from my own computer?

  When you sign up for our SiteKey service, we put a secure cookie on your computer. The cookie contains a randomly generated, unique number used as an identifier. When you sign in after that, your Web browser sends us this cookie, which lets us know that you're using your own computer. The cookie is visible only to the Online Banking site at Bank of America and does not contain any personal information. You can also access Online Banking from any number of computers and have the same SiteKey protections.

• Can I access Online Banking from multiple computers?

  Yes, you can access Online Banking from any number of computers and have the same SiteKey protections. If you sign in from a computer that you haven't used for Online Banking before, you just need to answer one of your challenge questions to verify that it's really you. Once you answer the question correctly, we will ask you if you would like us to recognize that computer in the future. If you answer yes, you will not need to answer a challenge question when you use that computer.

• I share my computer with someone who also uses Online Banking. Can both of us still sign in from this computer?

  Yes. You can use the same computer to sign in to your individual Online Banking accounts safely; you won't see each other's information. There's no limit to how many people can sign in to Online Banking at Bank of America from the same computer. Just remember not to share your Online ID, Passcode or answers to your challenge questions.

• Can I change my SiteKey image, image title, and challenge questions?

  Yes, you can change your SiteKey image, image title, and challenge questions at any time. We will never ask you to change your SiteKey information, and we will never change it for you. To make the change, sign in to Online Banking and go to the Customer Service tab. Then click on either the Change your SiteKey link or the Change your SiteKey Challenge Questions or Answers link.

• Is there a fee for using the SiteKey service?

  SiteKey is free. It's just one more way we're working with you to safeguard your privacy and security.

• How do I sign up for SiteKey?

  Signing up for and using SiteKey is quick and easy. You simply choose a SiteKey image, image title, and three challenge questions. You have two ways of signing up for SiteKey at the time you enroll in Online Banking or if you are already enrolled the next time you sign in you will be prompt to set up your SiteKey image, image title and three challenge questions.