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FAQs Customer Care Center

Village Online Banking & Bill Payment

Q. I forgot my Access ID/password for Village Online Banking. How can they be recovered?
A. If you remember your Access ID, you can reset your password by clicking on the “Forgot Your Password?” link on the Login Page. If you do not remember your Access ID, for security purposes, we ask that you come into a branch with identification so we can look it up for you.

Q. Under today’s transactions I see a “pending” transaction but it does not provide me with the balance. Why?
A. A pending transaction is a transaction you did today but has not arrived at the bank to clear your account yet. Because it is not really here yet there can’t be a balance associated with it, so that is why the balance says zero. The balance column is there is because it is viewed under today’s transactions and there are transactions that have cleared the bank in that section so the balance is presented for those.

Q. Why am I given a picture, then asked to create a passphrase and then 3 additional security questions?
A. This is a one- time process to establish your security credentials for online banking. The picture and the created pass phrase will appear after you enter your Access ID each time you login to online banking. If it is not there, it means you are not securely at our site. The security questions are used if you use a computer that the system does not recognize or your Access ID was entered incorrectly. Those are used to make sure you are the person trying to access your accounts.

Q. What is a passphrase? What do I put here? –
A. This is a phrase that you create. The phrase is put under the image when you are logging in so you know that the page is genuine. If your image or passphrase appears and is not correct, you know that you are not at the true Village Bank site or your Access ID was entered incorrectly and should contact our Customer Care Center at (617) 969-4300.

Q. How often do I have to change my Village Online Banking password?
A. At least once every 6 months from the last time you changed your password or enrolled in the service.

Q. Why do I have to change my Village Online Banking password every 6 months?
A. We all hate passwords, especially having to change them however it is a security feature for all Village Bank customers. This requirement helps to safeguard your information and your funds. If someone was using your User ID and password without your knowledge, you’d have no idea. By changing it, you avoid having your password used without your knowledge.

Q.What happens if I don’t change my password before it expires?
A. If you don’t change your password at least once every six months, then your password will expire. After your password has expired, you will be prompted to change your password to gain access to Village Online Banking again. If you do not sign in at all for 6 months you will automatically become unenrolled.

Q. Is online bill payment free?
A. Online bill payment is free when used with our Free Checking product. Any other account types using the product will receive 3 months free and be charged $4.99 for each month thereafter.

Q. Do you offer Quicken® or QuickBooks® with Village Online Banking?
A. With the Village Online Banking system, you can export your transactions from Village Online Banking and import them into Quicken or QuickBooks using a tool called Express Web Connect.

Q. I used to be able to just go in and pay my bills and the system gave me the nearest date I could pay what happened?
A. The date is now blank. Once you type in a dollar amount it will bring up the next available date to pay the bill. Under the date it may say “Pay Today”. Pay Today is an option the company you are paying offers. It is used if you need to make a payment today to avoid a late payment, late payment fee or possible interruption of service.

Q. Why is there a Bill Pay Fee of $9.95 when I try to pay a bill on  today's date?
A. No, the Bill Pay cost did not go up! However, we have added expedited delivery options for those people that need to pay their bill same day, to avoid being charged a late fee. If the company you are trying to pay offers same day payment for a fee you will see the fee. In order to not be charged a fee simply choose a date 1-2 days later.