New and Improved Online Banking & Website Is HereYou've been asking and it's finally here!As an Empire State Bank customer, you’ve come to expect excellent service from a community-focused bank that is committed to you, and service you can continue to expect. As part of our commitment to make banking even more convenient we and are pleased to announce that we have completed our new banking system upgrade. The banking system upgrade will help us continue to provide the extraordinary customer service you have come to expect, while enabling us to offer the most up-to-date products and services, the latest cutting-edge banking technology, new financial tools and enhanced user experience. The banking system upgrade includes many new features and enhancements to improve the user experience, including:
|
User GuideEmpire State Bank is upgrading its banking system technology in order to help us serve you better, enhance security and provide the latest banking products, services and features so you can continue to move forward. Your personal experience and satisfaction remain our highest priorities. As we transition through this process we have developed the following System Upgrade Guide. This guide contains detailed information you need to know about the new and enhanced products, services and features and how to contact us when you need support. Please take time to carefully review the enclosed guide and retain it for future reference. |
Online EducationVisit our suite of Online Education videos to learn more about the products and services that Empire State Bank has to offer as well as step-by-step tutorials on how to use the new and enhanced services! |
Systems Upgrade Guide and Frequently Asked Questions (FAQs)Quick ReferenceQ: When will we be closed? We will close Friday, September 9th at 5pm and reopening on Monday. Sept. 12.
GeneralQ: When will the system upgrade occur? Our system upgrade will take place from September 9th beginning at 5 PM to September 12th at 9 am. Q: Will my account number change? No, your account number will not change. You can continue to use your current checks. Your loan account number will not change. Q: What if I find an error on my account after the Systems Upgrade is complete? If you do encounter an error on your account, please contact us at 845-451-7888. Q: Will I have access to online and mobile banking? Your access to online and our mobile banking app will be temporarily unavailable from September 9th at 5PM EST through September 12th at 9AM EST. Online BankingQ: Why does my online banking look different? As we strive to provide you with the latest digital technology, access to our online banking portal will look a little different to you. Beginning September 12th, you will see we have separated the login buttons for our Business and Personal customers. You will choose the login option most applicable to you based on the information below, and follow the login instructions. Q: I am attempting to log in to Business Online Banking. Should I log in to Personal Banking or Business Banking? If you currently access both your business and personal accounts through your business online login, you will continue to be able to do so by logging in to the new, upgraded business online banking. If you access your business account via your personal online banking login your account has been moved to business online banking to access all the newly upgraded business features. See the following FAQ question for instructions on how to log into Business Online Banking. Q: How do I log in to Business Online Banking for the first time?
Q: How do I log in to Personal Online Banking for the first time?
If you are in need of assistance logging in please call 845 451-7888. Q: Will I continue to receive eStatements as normal? If you are a Personal banking customer then you will have to re-enroll in eStatements in order to continue the service. If you are a Business banking customer you will receive your eStatement as normal. Q: Where are my old check images and statements? Any check images and statements prior to September 12th will be temporarily unavailable in Online Banking. Statements will not be available in Mobile Banking. If you are in immediate need of a specific check image or statement, please contact your branch or your Relationship Banker. Q: Why is Web Connect not working? You will need to modify your QuickBooks/Quicken settings to ensure the smooth transition of your data. Instructions are available at www.esbna.com for Direct Connect or Web Connect for Quicken and QuickBooks, in Mac or Windows. Q: What happened to my account nicknames? All of your previously established account nicknames will be carried over. Q: What will happen to my external transfer information? If you are a Personal Banking customer, your current external transfer information will NOT transfer over. Please be sure to review your current information and retain any pertinent information. Internal transfers will be transferred over. Q: Will my bill payments be paid on time? Your bill pay information will be brought over as entered, but it is strongly recommended that you verify the payee and payment information you saved in the previous Bill Pay system transferred accurately. You will NOT be able to enter any new bill payments or payees from September 8th at 5PM through September 12th at 9 AM. Q: Why am I not receiving alerts? Your previously set alerts did not carry over to the new Online Banking and Mobile Banking systems. As of September 12th, you now have more control and more forms of alerts to choose from. You can set up alerts for your accounts by visiting the Alerts option in Online Banking and the mobile app. Mobile BankingQ: Why does my mobile banking look different? As we strive to provide you with the latest digital technology, our mobile banking app will look a little different to you. Beginning September 12th, you will see that there are two apps available in all app stores, one for Business customers and one for Personal customers. You will choose the app most applicable to you based on the information above, and follow the login instructions.
ATMsQ:Will this affect ATM service? ATMs at ALL Empire State Bank locations will be offline starting September 9th at 5PM. ATM availability will staggered through approximately end-of-day September 13th.
Debit CardQ: Will my Debit Card still work? There will be no changes to Debit Cards. You will continue to use your existing card and PIN. Your Debit Card will work through the system conversion weekend; however withdrawal amounts may be limited. It is recommended that you visit a banking center or ATM prior to September 9th should you need to make a cash withdrawal in excess of the limited amounts during the system upgrade weekend. From September 9th at 4PM EST through September 12th at approximately 9 AM EST, your debit card will be restricted to the following daily limits: 09/09/2022 4PM EST through 09/11/2022 11:59 PM EST -> $300 ATM/$300 POS We're Here To Help?Thank you for your cooperation during this exciting time. Our goal is to make your transition simple and seamless. With that goal in mind, our team is trained and ready to assist you. Should you have any questions now, or at any point in the transition process, do not hesitate to contact our dedicated systems upgrade call center at 845-451-7888, via email at ESBcustomerservice@esbna.com or by visiting your local banking center, www.esbna.com/Locations-Hours |