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Personal Banking - Frequently Asked Questions

Online Banking

1. Features, Sign on, and Account Access

2. User ID and Password

3. Bill Payment/Transfers

4. Technical and Security Questions

5. System Availability

6. Fees

1. Features, Sign on, and Account Access

1.1 What features does this service offer?

With Online Banking you can pay bills; transfer funds between Union Bank accounts; transfer funds from and to external bank accounts; and view your account balances, transactions, statements, paid checks, and deposit slips. For more information, please take our guided tour.

1.2 How do I get started?

You may sign up for Online Banking today if you have a Union Bank checking account or a Portfolio Connection® account. You can access Online Banking immediately with your debit or ATM card and PIN or your telephone banking ID and PIN. Sign up now to get started. 

1.3 If I don't have a Union Bank debit or ATM card, can I still sign up for Online Banking?

Yes. You can also enroll with a telephone banking PIN which you can obtain at a branch. If you do not have a Union Bank debit or ATM card or a telephone banking PIN, you can still sign up for Online Banking here. After you have submitted your application, we will mail a User ID and temporary password to you.

1.4 What is my password?

Your Online Banking password is a combination of letters and numbers that you select. It is separate from your PIN.

1.5 Which accounts can I access with Online Banking?

  • Checking accounts, including the Portfolio Connection account from UnionBanc Investment Services, Union Bank's brokerage subsidiary
  • MoneyMarket Accounts
  • Savings accounts
  • Certificates of deposit
  • Individual Retirement Accounts
  • Mortgages
  • Consumer loans
  • Lines of credit
  • Cash Reserve Accounts

1.6 How do I change my address?

Sign on to Online Banking. Under My Summary, go to My Profile and select Change Address. Or call us at 1-800-238-4486 and speak to a Customer Service Representative.
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2. User ID and Password

2.1 What is my User ID?

Your User ID is a combination of letters and numbers that you select to identify yourself to us when you sign on to Online Banking. 

2.2 What do I do if I forget my password?

Click on the Forgot Password link on the password page. Follow the steps to select a new password.

2.3 How do I change my password?

Sign on to Online Banking, go to My Profile, then select Change Password.
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3. Bill Payment/Transfers

3.1 Whom can I pay with Bill Pay?

You can make a payment to any individual, business, or merchant with a United States address. We strongly advise against using Bill Pay to pay your taxes, as local, state, and federal agencies frequently require that coupons accompany these payments. Union Bank will not be liable for any penalties resulting from late or missing tax payments.

3.2 How does Union Bank make an online bill payment -- electronically or by check?

Payments are based on Union Bank's relationships with the payee. Most payments are paid electronically, and some are paid by an official bank check.

3.3 When are online bill payments debited from my account?

Union Bank will debit your account on the Send Date you enter when requesting the payment. We recommend that you schedule payments in advance of the payment due date by the number of business days noted for each payee.

3.4 What happens if the payment doesn't make it on time or the merchant doesn't receive it?

First, call the merchant to verify whether the payment was received. If not, sign on to Online Banking, select Payment History, select View History for the payee, select View Detail, and then select Inquire About This Payment to initiate your request. Or call us at 1-800-238-4486 with the information. We will contact your merchant, investigate the problem, and provide you with a resolution within five business days.

3.5 From which accounts can I pay bills?

Bill Pay is available for any Union Bank checking account or MoneyMarket Account, as well as for the Portfolio Connection account from UnionBanc Investment Services. Note that for MoneyMarket Accounts, there are limited free transaction privileges.

3.6 When does Union Bank process my payment or fund transfer requests?

We will process your payment requests the same day if they are completed by 11:45 p.m. (PT) Monday through Friday, except on bank holidays.
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4. Technical and Security Questions

4.1 How does Union Bank protect my information?

To safeguard all financial and personal information, Union Bank:
  • Requires a User ID
  • Requires an online password that only the customer knows and should keep secret
  • Asks challenge questions to confirm the customer's identity
  • Uses encrypted pages for password sign-on
  • Uses 128-bit encryption for secure information throughout Online Banking
  • Retains all account data in secure bank systems
  • Ensures that email received by the bank is seen by only a Union Bank employee
  • Uses systems that protect all financial and personal information and are anchored in state-of-the-art security features

4.2 Which web browser should I use?

We support most current and popular web browsers that are 128-bit encrypted.

4.3 How secure is this service? How do I know my information is protected?

Our Union Bank team of technical security specialists continually work to ensure that all financial transactions, data transmissions, and communications remain fully secure by accepting only browsers with 128-bit encryption.

4.4 What is encryption?

Encryption systems scramble electronic communications and information and allow users to communicate on the Internet with confidence, knowing their security and privacy are protected. We use 128-bit encryption, which provides powerful protection for Internet transactions. This encryption ensures that only Union Bank can view the information you exchange online.

4.5 Can I use Online Banking with my smartphone or tablet?

Yes, but we do not provide technical support if you encounter any problems with your smartphone or tablet while using Online Banking.
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5. System Availability

5.1 When can I access Online Banking?

All Online Banking features are available at all times except during system updates. These typically occur as follows (PT):
  • Monday to Friday 11:45 p.m. to 12:00 a.m.
  • Available for inquiries only Tuesday to Saturday 12:00 a.m. to 1:00 a.m.
  • Sunday from 12:00 a.m. to 6:00 a.m.
  • Monday 2:00 a.m. to 4:00 a.m.

5.2 Are there other times when the system may be unavailable?

Access to the service may also be unavailable without notice for the following reasons:
  • Unscheduled maintenance due to unforeseen problems
  • A system outage due to events such as earthquakes, fires, floods, computer failures, interruptions in telephone service, or electrical outages

5.3 How early in the day can I access updated account balance and transaction information?

Union Bank updates your account information by 6:00 a.m. (PT) Tuesday through Friday and by 8:00 a.m. (PT) on Saturdays, except on bank holidays. There is no update on Sunday or Monday. All transactions completed on Saturday, Sunday, and Monday are included in the Tuesday morning update.
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6. Fees

6.1 What is the fee for Online Banking & Bill Pay service?

Online Banking & Bill Pay is free1 for individuals.
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