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New Online Banking FAQs

Find answers to popular questions about the New Online Banking.

Online Banking

Are there specific things I should know about the recent changes to Online Banking that launched December 2020.  

Yes.  You can find it here.

How do I see my bank statement inside of Online Banking?

Select “Statements” under Online Services in the menu. Once on the Statements page, select the account for which you would like to view a statement for and the date of the statement from the drop downs. Then simply click Get Statement and a PDF of your statement will open.

How do I enroll in eStatements?

To enroll in eStatements, please navigate to Statement Preferences in the menu under Settings. You will need to verify that you can open and read a PDF and accept the Terms and Conditions. You will be able to select which accounts you would like to receive eStatements for.

I’m locked out of Personal Online Banking, what can I do?

Please contact our Customer Experience Team at (877) 820-2265, via the chat icon on our website or visit a branch during normal business hours.

How do I transfer money between my Bank accounts when I’m in Online Banking?

You can navigate to the Funds Transfer page by selecting Transfer under Pay & Transfer in the menu or you can also select the Transfer Money Now link in the right hand navigation. Once at the Funds Transfer page, simply select which account you would like the transfer to come from and where you would like it to be deposited. You will select the dollar amount the frequency of the transfer and the transfer date. Once you have verified you have everything correct, simple click Transfer Funds.

If you would like to transfer funds to an account outside of Macatawa Bank, you will first need to “Add an External Account” and then “Verify External Account”. Both of these options can be found under Pay & Transfer in the menu. Please note, the Transfer date is the date the funds will be debited from your account. External transfers will arrive at their destination 1 – 3 business days from the transfer date. Online transfer History and recurring transfers can be viewed in the Activity Center.

How do I enroll in Online Banking?

You can enroll by clicking the Enroll Now link on the Online Banking  page or in the login dropdown. You can also contact our Customer Experience Team at (877) 820-2265, via the chat icon on our website or visit a branch during normal business hours.

Do I have to sign up for Mobile Banking?

If you have already enrolled in Personal Online Banking you have access to mobile banking, simply download the Macatawa Bank app and login using your Personal Online Banking credentials. If you have not enrolled in Personal Online Banking yet, please visit the online banking page to get started.

How do I inquire about a transaction?

Look to the right of the amount of the transaction you have a question on, click the ellipsis (three horizontal dots) and select “Ask a question”. A form appears that is self-populated with the transaction number. Please include your question and any other relevant information regarding the transaction in question. You can also include attachments in your message to us.

What if I forgot my Login ID?

Please contact our Customer Experience Team at (877) 820-2265, via the chat icon on our website or visit a branch during normal business hours.

Should I register my device?

If you normally use the same private device to access your online banking, registering the device will save time in future logins. Do not register a browser if it is a public or shared computer.

Do I have to get a Secure Access Code every time I sign into my Online Banking account?

You need a Secure Access Code (SAC) when you login for the first time or the first from any new device. You can choose to register your device when logging in so a SAC will not be required the next time you access from the same device. If you delete cookies you will need to request another SAC.

What if I forgot my password?

If you forget your password and your account is not locked, you can use the Forgot Your Password option in the login box to reset your password. If you have locked yourself, please contact our Customer Experience Team at (877) 820-2265, via the chat icon on our website or visit a branch during normal business hours.

How do I place a Stop Payment on a check?

To stop a payment on a check, navigate to Stop Payments under Online Services in the menu. Complete and submit the required information in the form. You have will have the option to Stop Payment on a single check or on multiple checks in a consecutive order. For multiple checks not in consecutive order, you will need to complete and submit the single check form multiple times. For all other stop payments such as ACH or Bill Pay, please contact our Customer Experience Team at (877) 820-2265 during normal business hours.

How do I export history into Quick books, Quicken or other accounting software?

You can export transactions from the Account Details page to a file format that you select. Click the export icon and then select an export format from the drop-down list. Depending on your browser settings, the file will either automatically save to a folder or will prompt you to specify where you would like the file to be exported.

If you would like to narrow your results, you can do so by either searching transactions or using filters.

Currently the export feature is available in online banking, but not in the mobile app.

Can I reorder checks online?

Yes, you can place a check re-order inside of Online Banking by navigating to Reorder Checks located under Online Services. For initial check orders, please call our Customer Experience Team at (877) 820-2265 or stop by the location nearest you during normal business hours.

Can I use touch authentication to access the Macatawa Bank mobile app?

If your mobile device has a fingerprint sensor and is operating on a supported OS version, you can log in using your fingerprint. You will need to set up fingerprint authentication on your device prior to logging in and only one fingerprint can be registered to an account.

On the login page tap Fingerprint, then Enroll Now. On the authentication page, enter your Login ID, Password and tap Authorize, then place your finger on the home button to capture your fingerprint.

Note, touch authentication is tied to your online banking password. If you change your password for online banking, you will need to disable fingerprint authentication and then enable it again with your new password.

How do I group my accounts?

You can use the Account Grouping feature to categorize accounts on the Home Page, both internal accounts and external accounts that are aggregated with Financial Tools. If you are using a mouse, click an account card, holding the mouse button drag the card to a new location and then release the mouse button. On a mobile device, tap a card and drag it to a new location and lift your finger to drop it in the desired location.

To create a new account group, click or tap an account card and drag it to the New Group icon that appears in the lower-right corner of the screen while a card is being moved. When the card is dropped on the New Group icon a field appears. Enter the name for the new group and click the check mark button to save the changes. You can easily rename a group by clicking the pencil icon to the right of the title. Simply edit the name and click the check mark button to save any changes.

How do I remove accounts from groups on the home page?

Simply drag the account card out of the Group. If you remove all account cards from a group, it will ask you to confirm you want to delete the group.

My contact information for Secure Access Code isn’t correct, what should I do?

You may update your information inside of Online Banking by navigating to Contact Info under Settings or contact our Customer Experience Team at (877) 820-2265 or via the chat icon on our website during normal business hours.

How do I hide or unhide accounts from showing on the Home page?

You can change the account visibility by visiting Account Preferences under Settings in the menu. Click or tap the account you would like to show/hide, use the Account Visibility toggle button to change the Account Visibility.

What browsers can I use to access my Online Banking?

Our Online Banking works with Google Chrome, Firefox, Safari or Microsoft Edge. Internet Explorer is not supported. 

How do I set up Alerts?

You can set up alerts by navigating to the Alerts page located under Online Services in the menu.

What type of alerts can I set up?

You can set up Account Alerts, History Alerts and Online Transaction Alerts.

Can I find my entire account number in Online Banking?

Yes, when you are on the home page, click on the account card you would like to view the Account Number for. Once your account page loads, select “Details” to see your account number.

External Accounts

How do I link accounts from other banking institutions?

It’s a two-step process. First, navigate to Add External Account under the Pay & Transfer in the menu. Complete the form and click the Continue button at the bottom of the page. Next, two micro deposits will be generated and sent to your external account within 3 business days. Once these have been made, make note of the deposits, and navigate to Verify External Account under the Pay & Transfer in the menu. Enter the information and select Continue.

What are micro deposits?

They are very small automated deposits that are used to verify external account transfer capabilities. What if the micro deposits don’t show up in your account? Please contact your other financial institution to verify routing and account number.

Bill Pay

Do I need to enroll in Online Bill Pay?

No, Online Bill Pay is part of Online Banking. You don’t need to do anything additional. You can just start using it.

How do I setup a Bill Pay payee?

Once logged in to Online Banking, select “Bill Pay” to enter the Payment Center, next select “Add a Company or Person” and follow the steps provided.

How do I change or cancel a payment?

You can change a payment that has not started processing from the Bill Pay page. Navigate to the Bill Pay area and locate the pending payments area on the right side of the screen. Next locate the pending payment you would like to edit and click either change or cancel and follow the prompts to complete your desired change.

How do I get to Bill Pay in Online Banking?

Navigate to Bill Pay in the menu. This is located under Pay & Transfer.

What is Popmoney inside of Bill Pay?

You can use Popmoney to pay anyone you know or owe. All you need is the recipients email address or mobile phone number. If you are a Macatawa Bank Personal Online Banking & Bill Pay customer, you have access to Popmoney. Simply login to online banking and navigate Bill Pay and select Popmoney.

I have other questions about Bill Pay that aren’t listed here, where can I find help?

The Bill Pay “Help Center” is a great place to learn more about our online bill payment service. Log in to Online Banking, navigate to the Bill Pay page and select “Help Center” from the menu. If you don’t find what you need, please reach out to our Customer Experience Team at (877) 820-2265 or via the chat icon on our website during normal business hours.

Mobile Deposit

How do I deposit a check via the Macatawa Bank mobile app?

Inside of the Macatawa Bank Personal Mobile app, tap “Deposit Check” in the menu. You will select the account where you would like the check deposited, enter the amount of the check. You will then need to take a photo of both the front and the back of the check. Once happy with the images, simply select “Submit Deposit”.

Is there a fee to use Mobile Deposit?

No, there is not a fee to use Mobile Deposit, however, standard data rates may apply from your Mobile Carrier. Is there a limit to the amount of a check I can deposit using mobile deposit? Yes, deposit limits vary by customer and your personal limits can fluctuate over time.

Do I need to endorse the check differently when I deposit via mobile?

Please endorse the back of the check and include “For Mobile Deposit to Macatawa Bank”.

What should I do with the check I deposited?

After you receive confirmation from us that we have received the image you submitted, we need you to hold the check for at least 30 days. After 30 days, you should destroy, write VOID, or otherwise properly render it incapable of further deposit/presentment.

When will the funds deposited through Mobile Deposit be made available?

Generally the funds will be made available within three business days from the day of deposit (5:00 pm EST cut-off time to be considered day of deposit). However, in some cases there may be a delay due to things such as an error in the transmission or the check requires a hold.

Activity Center

What is the Activity Center?

The Activity Center displays details for all transactions that were created inside of Online and Mobile Banking, including recurring transactions and deposits made via Mobile Deposit.

What can I do in the Activity Center?

You can sort, search, filter and manage transactions from this page. You can change what transaction details appear on the page by selecting up to six fields. Options vary by transaction type.

You can also use the Activity Center to view or cancel a transaction that has not yet completed processing. Note, if you want to cancel recurring transactions, please be certain to initiate from the recurring transactions tab. If you cancel a recurring transaction from the Single Transactions tab it will result in only that one specific transaction being cancelled, not the entire series of recurring transactions.

Can I edit transfers in the Activity Center?

You can edit future-dated single transfers, recurring transfers, or the next scheduled transfer of a recurring series if you have rights to edit the transfers.

How do I edit a transfer?

Once on the Activity Center page, search for the transfer you want to edit. You can click filters to refine your search. Once you locate the transfer, click or tap Actions>Edit. On the Edit One-Time Transfers screen, make desired changes to any information related to the transfer, then click or tap Transfer Funds

If you have selected a transfer that is part of a recurring series, you can toggle between editing just the next occurrence or the whole series from the notification box located at the top of the screen.

If you would like to edit a recurring transfer, once in the Activity Center click or tap Recurring Transaction tab. Use filters to refine your search to locate the transfer you want to edit. Click or tap Actions > Edit Series, make the desired changes and click or tap Transfer Funds.

Note, Same Day ACH fees may apply to external transfers edited on the day they are scheduled to draft.

Card Swap

What is Card Swap?

The easy way to update your card information for online shopping, streaming and subscription services. It takes the hassle out of manual card updates.

When would I use Card Swap?

If you get a new card or to replace a lost or expired card that you have been using for online payments for places like Amazon, Netflix, Hulu, Spotify, etc.

How does it work?

Once logged into Online Banking, navigate to Card Swap in the menu under Online Services and select Get Started. Choose the online vendors where you have subscriptions or services. (You’ll need your subscription login IDs and passwords) Enter your Macatawa Bank Rewards Debit Card information and verify your card. That’s it. Card Swap will automatically replace the card that’s on file with your merchants.

Does the payment information get updated immediately?

Your new payment information is automatically verified and applied to your subscription/service accounts within 24 hours. Does it cost anything to use Card Swap? No, Card Swap is a free feature that is offered through Macatawa Bank Online Banking.

What if I can’t remember my login credentials for a particular company?

Click the Get Help link near where you enter your credentials. You will be redirected to that company’s site to get help resetting your password.

Do I need to do anything else?

Payments will continue to happen automatically unless you change your username or password with the merchant.

When I get a card with a new expiration date will it auto update Card Swap?

No, but all you need to do is simply update your card information and all of your linked merchants will update at one time.

Debit Card Bill Pay

What is Debit Card Bill Pay?

It is a modern alternative to Bill Pay, it doesn’t replace Bill Pay, but gives you another option to pay your bills. There is no waiting period for processing or check delivery like there is in standard Bill Pay services.

How do I use Debit Card Bill Pay?

Simple. Using the search function, locate a company and enter your account info. Click Setup Payments to make or schedule payments.

Customer to Customer

What is Customer to Customer?

Customer to Customer lets you make a single transfer to another Macatawa Bank customer (for deposit purposes only). You just need their account number, account type and their last name.

Can I set up recurring Customer to Customer transfers?

No, Customer to Customer is for single transfers. If you would like to set up recurring or future dated transfers, you will need to link the other account. Once linked, the account shows as an option to transfer funds.

Pay a Friend

What is Pay a Friend?

It’s a secure and fast way to send money to friends or family. We have partnered with Acculynk/Payzur to offer you Pay a Friend. Their secure technology enables payments to be sent and received in seconds with your Macatawa Bank account.

Is Pay a Friend secure?

Yes, money is sent securely using a phone number or email address. The payment is processed and protected securely just like PIN-based debit card transactions.

How do I use Pay a Friend?

Navigate to Pay a Friend under Pay & Transfer in the menu. If it’s your first time using Pay a Friend, you will need to add a Macatawa Bank debit card using the link below the debit card field on the form.

Simply enter the recipient’s name and phone or email, the amount and select which debit card you would like to use, then click submit. Verify the information is correct in the next screen and click continue (or edit if you need to make changes). Then enter your debit card PIN in the floating PIN pad. (When entering your PIN pay close attention, for security purposes, the numbers scramble after each entry).

Why do I have to enter my PIN to verify transactions?

Pay a Friend payments are processed as PIN-based debit card transactions.

Why do the numbers change places on the PIN pad?

The PIN pad scrambles after you enter each digit of your PIN number for your protection and as an added layer of security.

How fast will they get the money?

It depends on how the recipient chooses to claim the funds. If the recipient chooses to collect via debit card, the funds are available instantly. If they choose to accept with their checking account, it can take up to 5 business days.

How long do they have to collect the money?

The recipient has 10 calendar days to collect the payment. If the payment has not been collected after 10 days, the money will be returned and the sender should see it back in their account within the next three business days.

Is there a cost to use Pay a Friend?

No, there are no fees for you to send or receive money using Pay a Friend.




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