Frequently Asked Questions (FAQs)
If you’re having trouble navigating our online banking features or other banking services, our FAQs can help. For specific account questions, contact your client service specialist. Send your general inquiries to email@example.com or call 866.355.0468.
Am I able to access history on my accounts?
Square 1 Bank Online Banking will maintain 16 months of transaction history on your accounts.
Am I able to see images of my paid checks in Online Banking?
Yes. Plus, you can see images of deposit tickets and deposited items, with 16 months of history available.
Are PDFs of Federated statements available through Square 1 Bank Online Banking?
Not at this time. You can view Federated balances in the current-day available balance listed on the Account Balances widget on your home page, and in Account Activity through transaction history.
What authorization do I need from my client in order to debit their account via ACH?
NACHA enacted a rule in late 2014 requiring written authorizations from all non-consumer accounts prior to sending an ACH debit. So, before you send any ACH debits, please make sure you have written authorizations on file (we may ask for a copy).
Are there best practice recommendations for System Administrators?
A best practice is to assign a co-System Administrator which is when another user would have administrative privileges to add or edit sub-user entitlements and limits. Further, enabling Dual Admin Authorization limits the ability of any one co-System Administrator to add or edit sub user entitlements. You may also choose to restrict system access based on time of day, days of the week, or during vacations. The Company System Administrator can set these restrictions for each User by clicking the Administration menu item and selecting Manage Users.
More information on how to restrict access can be found in the Company System Administrator User Guide on the Resources page.
How can I schedule alerts and in what channel can they be delivered?
Alerts can be related to payments, balances, positive pay, new user administration or security alerts
To configure Alerts, click on Tools then select Alert Settings. Alerts can be delivered via email, to multiple email addresses.
Can I export any payment files?
Yes. You will need to create an export profile specific to what you need to export. The Payment Tools option under the Payments menu allows you to create an export profile in the following formats:
• ACH: NACHA-formatted
• ACH: User-Defined
• Wire: User-Defined
• User-defined format type choices: Asterisk-separated, back-slash-separated, forward-slash-separated, comma-separated, last-character-bar-separated or colon-separated
The Payment Export History contains reports for all of the exports you may perform.
Can I import my payment templates or payments into Square 1 Bank Online Banking?
Yes. First, you will need to create an import profile. This function can be found by selecting Payment Tools under the Payments menu. Import profiles can be standard and/or user-defined formats for payments and transfers in the following file formats: ACH NACHA, ACH User-Defined, Wire Standard, Wire User-Defined
Additional options that appear in the subsequent screen displays will be based on the file format you select.
Once you’ve successfully created your import profile, you can then import a file with payment instructions. The system will automatically add the transactions from the imported file to the Payment Center to continue through the regular transaction work flow.
If you need assistance, please contact Client Services at 866.355.0468 or email us at firstname.lastname@example.org.
Can I make a stop payment permanent?
No. A stop payment order is only valid for six months, according to banking industry regulations.
Can I see reports of stop payments I have placed?
Yes. The Check Services Transaction Report can be customized to display stops placed, cancelled and expired on your disbursement accounts. Custom reports can be saved for future use as either private (for one user only) or public (shared among all users with the same company ID).
Note: You can only view those stops you have placed in Online Banking, not those stops placed via phone calls to the bank.
Can I send messages within the Online Banking System?
Yes. Users can send secure messages to Company System Administrator or to Client Services. You can attach files to these messages.
Can I set or reset my Account Nicknames?
Yes, Company System Administrators can set or reset Account Nicknames by clicking the Administration tab and selecting Account Preferences.
Can I upload NACHA formatted files from my accounting or payroll system?
Yes. In the File Services Menu you can access all the File Upload features to upload NACHA formatted files.
Can I upload wires into the online banking system?
Yes, you can import wires into Online Banking, and you can export wire activity. You can also import past transactions to create new Recipients.
To learn more about how to import and export files, or how to create templates and customize reports, use Help or the Learning Library found in the online banking system.
Can I use the temporary password emailed to me if I forget my password?
No. You can only use your temporary password within three days from the time your Company System Administrator (CSA) initially sends it to you. After that it expires and your CSA will need to reset your password.
Can I set more than one phone number for my 1-Time Password?
Yes. You have the option of entering up to four phone numbers in the online banking system to receive the SureKey code. One phone number may be set for SMS text message delivery, and up to three phone numbers may be set to receive the SureKey code via voice message. (Or all four phone numbers may be set for voice delivery.) Then during each login, the user may choose the most convenient of the stored phone numbers to receive the SureKey code.
Do I need to create a total for my deposits before I scan my batches of checks?
No. In the Remote Deposit Service you will create an electronic record of deposited items. The system balances scanned checks against this record and discrepancies will be presented back to you for verification or correction. You may notice that ink endorsements have gone away, as we now use virtual endorsements.
How can I download or sync Square 1 Online Banking to my QuickBooks Profile?
Please contact your Client Services Specialist to set up the connection to QuickBooks Online or QuickBooks Desktop. You will be provided a specific set of credentials for the connection, which will be different than your Online Banking credentials.
Intuit users can view transactions and download them as a .qbo file that can be uploaded to QuickBooks via the Export Profile function under Account Reports.
How can I switch from having my payroll deducted from my current bank to Square 1?
Simply contact your payroll provider (ADP, Trinet, etc.) to notify them of the change. In most cases, they will ask for a letter from Square 1 with your new account information. This is available from your Client Services Specialist.
How do I add a new user?
To add new users, click the Administration menu item and select Create New User from the drop down menu. Each user may be given a specific role and permissions. A new user can be cloned from an existing user.
For more information on how to set up new users, please refer to the Review Sub-User Credentials + Entitlements User Guide.
It may be helpful for your Company’s System Administrator to assign another employee to be a co-Administrator to cover responsibilities during times when they’re away.
How do I add another System Administrator?
The Company System Administrator (CSA) manages access and permissions for all users of the online banking system. Your company can have more than one System Administrator. To add a new Company System Administrator with the same rights as the current System Administrator, clone the CSA profile and give the same permissions to the new user by clicking on Administration from the main menu and select Manage Users. From there, click on the Copy to Existing User option. To add CSA privileges to an existing user, select the user to edit by clicking their user ID and toggling the check box for System Administrator. This box is located right beneath the Access Level header and is tagged by a Security Level label to the left.
How do I change my password?
Click Tools from the menu bar then select Password, and follow the prompts.
Online Banking passwords must be:
• a minimum of 8 characters
• a maximum of 13 characters
• at least one letter, one number, and one special character
• acceptable special characters include: ! @ # $ % & + =
There are some other rules. Passwords:
• expire every 90 days
• are case sensitive
• cannot be the same as your User ID
• cannot be any of your last four passwords
How do I initiate a wire transfer from my Square 1 Account?
There are two ways to accomplish this. You can use Online Banking, or send a manual wire using a bank issued PIN. To send a manual wire, please contact the Wire Department toll-free at 866.355.0468.
How do I log in the first time?
Your Company System Administrators (CSAs) will create the new user profile and generate a temporary password that will be sent via email. Once you receive your temporary password, you can log in via the www.square1bank.com. For more information, see the How to Log In user guide. Please contact your CSA if you do not know your user ID.
How do I make an ACH or Wire Transfer in the Online Banking system?
ACH and Wires are found in the Payments Center, which is accessed from the Payments menu. ACH access is an add on feature and your company must be enrolled in the service in order to have access to it. Both ACH and Wire Payments may be made from templates or free form. Templates can be imported for both payment types.
How do I make an internal transfer in the Online Banking system?
Internal Transfers are transfers between accounts with common ownership at Square 1. To move money between your Square 1 accounts, click Transfers from the main menu and select the appropriate choice.
How do I unlock User IDs? How do I reset a user's password?
Company System Administrators can unlock User IDs and reset passwords by clicking Administration on the main menu and selecting Reset / Edit, then Login for locked User IDs or Password to reset passwords.
Note: Unlocking a user is used when the user still remembers their password. Resetting a password will send an email with a temporary password to the user.
If you are the Company System Administrator and are locked out, your company’s secondary System Administrator can help, or you can call Client Services at 866.355.0468.
I see a clock that counts down from 15 minutes when I log in. What's that for?
The countdown clock is used to “time-out” any user who has been inactive for 15 minutes. As long as a user is active within the system, the clock will continue to reset itself. But if a user pauses to do a task outside of the online banking system, they will be able to see how long they have to resume activity in the system before they will be timed out of the portal. There is also a two-minute pop-up warning that will alert users before they are timed out.
I’ve been trying to log in but have forgotten my password. How do I log in?
Your Company System Administrator can log into the system and reset your Password with your User ID. The CSA should click on Administration from the main menu, select Reset/Edit and then choose Password from the sub-menu. This process will trigger a new temporary password to be sent to the user.
I’ve been trying to log in but have locked myself out. How do I get into the system now?
Your Company System Administrator (CSA) can log into the system and easily unlock on your User ID by resetting your login. The CSA should click on Administration from the main menu, select Reset/Edit and then choose > Login from the drop-down menu. If you are the CSA for your company and have locked yourself out, you can either ask your co-CSA (if you have designated a secondary CSA) or call the National Service Center at 866.355.0468 (between 8 AM and 8 PM EST M-F) for assistance.
How can I export or download account activity?
There are a few ways to do this. First in the Account Activity view, you may download activity into a CSV format. The data downloaded will be the current view or range of activity. Second, users may create an export profile to different formats: QBO, BAI II, comma-separated, semicolon-separated, SWIFT and tab-separated. This can be accomplished under the Accounts Menu–>Export Profile
What about my SureKey code? How do I change that? When does it expire?
To change your SureKey code, choose Tools from the menu bar and then SureKey Profile. Next, click on the Change Personal Code button on the SureKey Profile Page to change your four-digit code. Note that you must change your SureKey password every 180 days.
What are some of the features related to transaction inquiries?
Besides a standard search on amount or date, you can search by keyword, debit amount, or credit amount in Account Activity.
When search results are shown, you can select the number of transactions (10-100) displayed per page and skip pages quickly to get to a particular transaction with faster scrolling and fewer mouse clicks.
What are some of the Payments features in the online banking system?
There are several features that save time and increase control.
• no need to re-authenticate prior to initiating a payment
• ability to copy and group templates
• ability to upload wires
• ability to create a Preferred Bank list
• option to require dual approval to verify payment templates
• ability to customize reports
What are some of the Positive Pay features in the online banking system?
There are three additional services offered for Positive Pay:
• Payee Positive Pay
• Reverse Positive Pay
• Standard Positive Pay
What are some of the Transfers features in the online banking system?
The features for Internal Transfers are listed in the Transfers Tab.
• Manage Transfers – create transfer templates for regular or repeated transfers
• Create Transfers – create a single transfer, a one to many transfer, and many to one transfer
• Transfer Tools – create import profiles specifically for transfer purposes and provides the history
• Create Templates – Create Transfers instructions that can be re-used as needed
• Reports – create four different reports (Transfer Detail, Transfer Summary, Transfer Template Detail + Transfer Template Summary)
What are the bank's processing deadlines?
Outgoing Wire Transfers
• Domestic 5:30 pm Eastern / 2:30 pm Pacific
• International 4:30 pm Eastern / 1:30 pm Pacific
• Payments from a Square 1 Account 3:30 pm Eastern / 12:30 pm Pacific
• Advances to a Square 1 Account 3:30 pm Eastern / 12:30 pm Pacific
• Advances by Wire Transfer 2:30 pm Eastern / 11:30 am Pacific
Incoming Wire Transfers 5:30 pm Eastern / 2:30 pm Pacific
Must be received by this time for credit on the same business day.
ACH Transmissions 5:00 pm Eastern / 2:00 pm Pacific
Remote Deposits 5:00 pm Eastern / 2:00 pm Pacific
Book Transfers 5:30 pm Eastern / 2:30 pm Pacific
Positive Pay 1:00 pm Eastern / 10:00 am Pacific
What are the Learning Library and the envelope marked 'Inbox' on the upper right side of the screen?
The Learning Library is where you’ll find the Avatar-led training modules. The Inbox is where all alerts and messages are housed. You may also access the message system via the main menu by selecting Tools and then either Manage Messages or Create Messages.
What are the red numbers that appear next to Alerts, Messages & Approvals?
The section at the top of the screen is called the Message Center. It tells you when you have work to perform or information to review.
• Messages – You can send and receive self-contained, secure messages to/from your Company System Administrators or Client Services here. The built-in message system also accommodates the use of attachments. Responses are delivered inside the portal and stored in the system for 90 days
• Alerts – Any alert you have signed up for or security alerts that need attention will be noted here
• Approvals – Items that are waiting for your approval will be noted and can be accessed here
Note: Users who approve payment transactions will need to periodically log into the system to see if their approval is needed to submit a payment. Via the Tools menu, you can enroll in system alerts that can be activated for various purposes. Square 1 suggests that CSAs and users take this opportunity to communicate and update their internal procedures for initiation and approval of payment instructions.
What browsers does the online banking system require? Not everyone at my company uses the same one.
Square 1 Bank Online Banking is compatible with modern browsers, including IE 9+, Firefox, Chrome and Safari.
What different payment limits can be set for users?
System Administrators can set a dollar limit for each User and payment type based on their responsibilities.
More information on working with limits can be found in the e-Learning modules or Help pages in the online banking system, or in the Review Sub-User Credentials + Entitlements user guide on the Resources page.
What do the payments limits terms mean in Online Banking?
In Online Banking, sub-user payments authority is set according to three limits: Transaction, Approval and Daily Cumulative. The Transaction Limit defines the maximum amount for a single transaction a sub-user may submit for approval or release to the Bank. The Approval Limit defines the approval limit by payment type. And the Daily Cumulative Limit defines a cumulative maximum amount the user can process in one day.
What is a book wire? Aren’t all wire transfers book transfers?
A book wire is an in-house money transfer between different companies with accounts at Square 1. This is a lower cost wire option.
All other wires are sent through the Federal Reserve to facilitate money transfers between accounts at Square 1 and other financial institutions.
Both book wires and Fedwires move money for same day settlement.
What is a multiple stop?
In the online banking system, authorized users can request a single stop payment (one check at a time), a stop on a range of checks and multiple stops. Multiple stops allow you to place stops on multiple check ranges, namely groups of checks that aren’t all sequential.
What is the difference between a Recipient and a Template?
A Template is used for repeated transactions, where all the banking details are entered once, but allowing the amount and date to be added each time you need to pay someone. The Square 1 account to be debited is saved in the template.
A Recipient is the record for the business or individual you want to pay. Once a Recipient record is established, the name and banking information are stored for ACH or Wires. The Square 1 account number to be debited is added with each payment.
What is the difference between a Standard Bank and a Preferred Bank?
A Preferred Bank is a bank record created by you for banks you use frequently. Creating these records makes it easy to choose each time you create a new payment request.
A Standard Bank is a bank from the master file of all banks listed in Square 1’s system from which you can move money.
What is the difference between standard, custom & special reports?
Standard and custom are the two types of account reports. Standard reports provide balance and transaction data received by Square 1 via one of the industry-established standard file formats for performing cash management information reporting, such as BAI or SWIFT. Custom reports allow users to specify their own report parameters. Users can save custom reports as either private (for that user only) or public (shared among all users with the same company ID).
Special reports provide information related to specific product offerings, such as CDARS and loans. Note that special reports cannot be customized as standard reports.
To access accounts reports, click Accounts and choose Account Reports or Special Reports. Clicking on a hyperlink on any statement, notice or report, allows you to print or save the data as a PDF.
What kind reports for transfers are available in your Online Banking system?
Standard Transfer reports, all of which can be customized, include:
• Transfer Detail
• Transfer Summary
• Transfer Template Detail
• Transfer Template Summary
What reports are available for Positive Pay?
There are standard reports available by clicking Reports and selecting Fraud Control. The following reports are available, depending on your enrolled subscriptions:
• ACH Positive Pay Items Report
• Void Instruction Report
• Positive Pay Items
• Reverse Positive Pay Items Report
You can also customize each report by clicking the Customize button to the right of each report.
What reports are available to help me track my file uploads and imports?
File Upload reports can be found by selecting Reports under the File Services menu. There are three File Upload report types: Payment Summary, Payment Detail and File Upload Summary.
Within each report, you can drill down to specific information using the available search criteria.
File Import reports can be found by selecting Payment Reports under the Payments menu. You will only be able to access these reports if your company subscribes to these services and your Company System Administrator grants you access to these reports.
What tips or best practices does Square 1 recommend for dealing with all of the available reports?
You can select a set of standard reports for each module’s activity, customize them according to user preference or company need, and save them for future use.
What types of User Administration reports are there?
There are three types of User reports for Administrators: Activity, Audit and Setup. All can be found under the Administration menu and then within the Reports section.
What’s the difference between a file upload and a file import?
File Upload and File Import both allow you to provide a file from your source system to the online banking system. These functions also free you from having to key the same information into different systems if you have different types of payments.
File Upload can be used for ACH payments or Positive Pay Issue files. For ACH payments, File Upload will receive and process an NACHA-formatted file. This process is sometimes referred to as an “NACHA pass-through” because the file is uploaded to the online banking platform and “passed through” for processing. Payment instructions are not retained within the online banking system.
A File Import, however, can be performed for both ACH (either NACHA or user-defined format) templates and payments or Wire payments (either Standard or user-defined format).
For both uploads and imports, you must establish a profile in an acceptable format. This ensures that payment transactions can be submitted properly by the system before your files are uploaded or imported.
When will I receive my checks and online banking information?
Upon receipt of your opening deposit, your Client Services Specialist can order checks for you which will be received within seven to 10 business days, or sooner if needed. Online Banking credentials will be delivered to Company System Administrators within five business days and training will subsequently be offered. Company System Administrators are responsible for adding sub users for other persons at your Company.
When will my account be active?
Your account will be active upon receipt of your initial deposit; however, the account number(s) provided before that time are held in reserve for you.
Who should I call with any questions on my account or pertaining to my loan?
Your Client Services Specialist is available to assist in obtaining answers and solutions for any matter that may arise. Please call us at 866.355.0468 or email us at email@example.com
Why am I getting challenged for a Sure Key code when I log in?
At your first login, the online banking system will send you a six-digit PIN once via SMS text or voice, rather than while you’re inside the platform accessing sensitive transactional areas. This process is referred to as Sure Key. In subsequent logins, there will be no interruption during a banking session while accessing sensitive areas within the platform.
Why am I not getting emails that payments are ready for my approval?
By default, Square 1 Bank Online Banking keeps all Wire Transfer Alerts and Messages within the system portal. Once you create a payment, all authorized approvers will see an Alert in the Message Center at the top of their home page. To receive email notification, each user must set up payment alerts via the Tools menu, and direct those alerts to their preferred email address.
This is a great opportunity to review your internal procedures and focus on enhancing controls around payment processing.
Why does my co-worker have different menu items than I do?
You may have a different role and a different set of permissions. Roles and permissions are set for each user by your company’s system administrator (CSA). A user’s role and permissions governs what menu options appear on the user’s screen.
Each CSA will have full administrative rights in the Remote Deposit module and all sub-users will be given roles as Managers. CSAs can re-assign employees to one of six roles, which will help increase online banking security. Refer to the Remote Deposit User Guide for more information on these roles.
If you have questions please contact Client Services at 866.355.0468
Why does my landing page look different than my co-worker's?
No two users at the same company have to have identical home-page displays. The Change Layout button at the top of the Home page allows you to add widgets, modify views in widgets or restore back to the default view.
How can I make deposits to my account?
Deposits may be received by express mail service, U.S. Postal Service or through the Square 1 remote deposit scanner. Funds for deposit should be directed to the Client Services Department. Deposits may also be made in person at the Durham, NC branch.
How will I know that there are Positive Pay suspect items that need my review in the new system?
Suspect Item alerts can be scheduled and emailed to your address of choice.
To configure alerts, click Tools from menu bar and select Manage Alert Settings.
My accounting/payroll system can create an NACHA-formatted file. Can I upload this file in the Online Banking system?
Yes. The File Upload function under the File Services menu includes an NACHA-format option.
What are widgets in Online Banking?
Widgets provide shortcuts to actions, processes and reports and can be customized to create a display that best suits your online banking needs.
What kind of ACH and Wire reports are available within Square 1 Bank Online Banking?
The online banking system provides both Standard and Custom reports. You can access reports for detailed ACH and Wire data under the Payments Menu > Payment Reports.
Custom reports can be created for individual or company-wide use.
Where can I find my loan statements?
Borrowers can access a prior-day Loan Summary Report in PDF format by clicking on the Accounts Menu tab and selecting Account Reports.