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The Private Bank - Frequently Asked Questions

Online Banking and Bill Pay

1. Features, Sign on, and Account Access

2. User ID and Password

3. Online Bill Payment

4. Transfers

5. Technical and Security Questions

6. System Availability

7. 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, deposited checks, and deposit slips. 

1.2 How do I get started?

You may sign up for Online Banking today if you have a Union Bank checking, savings or a MoneyMarket account or a Portfolio Connection®1 account. You can access Online Banking immediately with your debit or ATM card and PIN or your telephone banking 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. All time deposit and lending account types are eligible for enrollment. 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
  • MoneyMarket accounts
  • Savings accounts
  • Portfolio Connection accounts from UnionBanc Investment Services1, Union Bank's brokerage subsidiary
  • Time Deposits
  • 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, go to 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 Profile, then select Change Password.
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3. Online Bill Payment

3.1 Who can I pay with Online 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 made electronically if the payee can accept electronic payments. Most payments are paid electronically. Some are paid by a check that we mail to the merchant.

3.3 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 and then view the status of the payment. If you have questions or need to file a claim, 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.

3.4 From which accounts can I pay bills?

Bill Pay is available for any Union Bank checking account or money market account, as well as for the Portfolio Connection account from UnionBanc Investment Services1. Please note there are transaction limitations for money market accounts, there are limited no-cost transaction privileges. Transactions utilizing the Portfolio Connection account may involve the liquidation of portfolio holdings if there is not enough uninvested cash in the Portfolio Connection account to cover the requested transaction. These liquidations will incur standard brokerage fees. Fees may apply for special services such as same day or next day payments.
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4. Transfers

4.1 What transfers can I make?

You can transfer funds to or from eligible Union Bank accounts you own. You can also set up external transfers to and from checking, savings or MoneyMarket accounts that you own. Personal customers can also transfer funds to accounts they do not own, either at Union Bank or other financial institutions. You can make one-time or recurring transfers and even schedule multiple transfers at once to save time. Fees may apply for special services such as same day or next day transfers.

4.2 Is there a cutoff time for transfers?

Most transfers can be made until midnight each business day. Transfers to or from external accounts you own must be submitted by 10 p.m. Pacific Time. Transfers submitted after the cut off times are initiated the following business day.
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5. Technical and Security Questions

5.1 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

5.2 Which web browser should I use?

We support most current and popular web browsers that are 128-bit encrypted. See our computer requirements for detailed information.

5.3 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.

5.4 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.

5.5 Can I use Online Banking with my smartphone or iPad?

Yes, you can access Mobile Banking two ways:
  • For faster access, download our Mobile Banking app for iPhone®, iPad®, BlackBerry®, or Android™
  • You can also go directly to our mobile website from your mobile phone by typing
Learn more about mobile banking.2
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6. System Availability

6.1 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):
  • Sunday from 12:00 a.m. to 6:00 a.m.
  • First Monday of each month from 2:00 a.m. to 3:30 a.m.

6.2 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

6.3 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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7. Fees

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

There is no fee for enrolling in Online Banking or online BillPay3 for individuals. Fees may apply for special services, such as same day or next day transfers or payments.
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