New Consumer Online Banking FAQ

Table of Contents:

Login Instructions & Password Related Questions
Secure Access Code Questions
Transfers Within Online Banking
Bill Pay
Transaction History
Mobile Banking
Mobile Apps
Quicken/QuickBooks Users
Account Aggregation Tools


Login Instructions & Password Related Questions

How to login for the first time:
Customers will take the following steps when logging into the new online banking for the first time:
  1. Upon clicking Login, you will be directed to the Secure Access Code screen.  Select the method you prefer to receive your Secure Access Code, (Secure Access Code can be received via phone, e-mail or text message).  NOTE – If the contact information you see is no longer current, call 502-582-2571or 800-625-9066 to provide updated information.
  2. Select "I am a First Time User" check box, then click Login.  Do not enter a password in the password box.
  3. On the home page enter your existing Login ID and click the Login button. 
  4. Within 2 – 3 minutes, you will receive an automated call/e-mail/text with your Secure access code.   
  • The Secure Access Code is good for 15 minutes.  If the code expires, you will have to repeat each of the steps above.
  • If you receive your Secure Access Code via e-mail, you will have to (1) open up a new browser to view the e-mail (do not navigate away from the screen) and (2) the Secure Access Code will not work if you copy and paste.  It must be manually entered.
  1. Retrieve your Secure Access Code, enter into the designated area and click Submit.
  2. Once you have entered your Secure Access Code, you will be prompted to accept the terms and conditions – before you can create a password.
  3. Upon your second login to online banking or any time you log in from an un-registered browser, you will (1) type in your Login ID and click the Login button, (2) type in your password (established in step #6 above).  DO NOT select “I am a first time user”.  We strongly encourage you to login a second time immediately after your first login and register your device.
  4. You will be prompted to register your browser by receiving another Secure Access Code.  Repeat steps #3 & #4 outlined above.  IMPORTANT – You should NOT register a public computer or a computer that othersmight use outside of your control.
Note: If you delete system cookies, either manually or automatically, you will need to register your device at every login.  You can make  changes to your cookie settings through your browser.  See the help section of your browser to learn more.


Secure Access Code

What is a Secure Access Code and why do I need one?
When you login for the first time, you will be prompted to receive a Secure Access Code. A Secure Access Code is a one-time use code that allows you to securely login to our online banking system and is delivered to you via e-mail, phone call or SMS text. You will also need a Secure Access Code if you delete your security certificate or "cookie" that we've stored on your computer, or if you login from a computer that was not registered (or one not registered for repeated use).

Choosing to "register my computer for later use" authorizes us to store a security certificate on your computer which will speed up the verification process in the future, and eliminate the need to use a Secure Access Code on each login.

Some things to remember about Secure Access Codes:
  • When you login for the very first time to online banking, you will be asked to generate a Secure Access Code.
  • Secure Access Codes are for one-time use. You cannot use a Secure Access Code you have already used.
  • Secure Access Codes last a limited amount of time, 15 minutes. If you waited longer than15 minutes to login using the Secure Access Code you received, you will need to request a new one.
May I register more than one computer?

Why do I have to request a Secure Access Code each time I log in?
This could occur due to the following circumstances:
  • You have not previously registered your computer.
  • Your browser settings are such that the system is not holding the registration.   Please see the Internet help sheets on our site regarding browsers.
How do I change my Login ID or Password?
  • Under Preferences, click on ‘Security’.
  • For passwords, click on the Password tab.  For Login IDs, click on the Login ID tab.
  • For passwords, enter the old password and the new password as noted and click on ‘Submit Password Changes’.
  • For Login IDs, click on the Login ID tab, then enter the new ID and click on ‘Submit Login ID change.’
What happens if I forget my password?
Upon logging into Online Banking:
·         Enter your Login ID
·         Select ‘Forgot Password’ and click ‘Login’.   This action will take you to a Secure Access Code delivery screen where you will be able to select the method of receiving your Secure Code.  From there, you will be able to reset your password once you successfully access the system.

May I use my existing online banking password in the new system?
Yes, you can establish the same password in the new system that you used previously.  However, you must follow the first time login process and obtain a Secure Access Code prior to entering your previously used password.


Transfers Within Online Banking

I’m an existing Online Banking customer and I have set up future dated or recurring transfers.  Do I have to set these up again in the new system?
 No.  You will not have to take any action to keep these payments and transfers in place.  VERY IMPORTANT – Transfers that you set up in the old online banking system will continue to occur but will NOT appear within the new online banking system.  These transfers are stored on our core system, not the online banking system.
There are two ways to transfer between accounts:
  1. Go to the ‘Overview’ screen, select the ‘quick action’ button (lightning bolt) to the right of the account you want to transfer from/to.  Select ‘Transfer From/To’ and fill in the appropriate information.  Once you have filled in all of the information, press ‘enter’.  This will immediately process your transfer.  This method will only process a transfer for the current business day.  If you want to process multiple transfers, scheduled a recurring transfer or schedule a transfer for a future date use the second method below.
  2. A second way to process a transfer is through the ‘Funds Transfer’ screen.  The main thing you need to remember is that this is a two-step process.  You will first submit your new transfer request.  You MUST then approve the transfer.  If you do not approve your transfer, it will not be activated.  Here is a step-by-step process for you to follow:·        
  • Under Transactions, click on Funds Transfer
  • For a one time transfer:  select the From Account, To Account, Date and Amount.  You may also enter a description for your reference. Click Submit
  • For a recurring transfer:  select the From Account and To Account then click ‘Enter Transfer Frequency’.   Enter the details of how the transaction is to occur. Click Submit.
  • You will be asked if you are sure, answer as desired. You are not finished yet.
  • A summary of the transaction is shown.  If you want to execute the transaction, click on ‘Approve’.  If you’d like to save the transaction for later, click on ‘Draft’ or select Cancel to remove the transfer.  Your transfer must be approved prior to 7:00pm on the date it is to process.
How do I delete a recurring transfer that was set up before conversion?
You may contact branch personnel or Stock Yards Bank’s Electronic Banking Services Department at (502) 582-2571 or (800) 625-9066 to request the transfer be changed or deleted.

Will the transfer cut off time stay the same?
No.  The cut off time for internal transfers will change from 6:00 PM to 7:00 PM ET.  In other words, all transfers made before 7:00 PM ET will be considered same day.  All transfers which occur after 7:00 PM ET will process next business day.

Will I be able to execute external transfers through the new online banking system?
This feature is not currently available but we are working to make this feature available to you in the very near future.


Bill Pay

I am currently a Bill Pay customer.  Will I have to re-enroll for Bill Pay?
No.  We are staying with the same Bill Pay processor so all payees and scheduled & recurring payments will transfer over to the new system.


Transaction History

Will my account history convert over?
Yes - 15 months of account history will convert over to the new system, dating back to January 2013.



Will I have to re-establish my account alerts?
Your current alerts will continue without any action needed from you.  There are also new alerts available within the new online banking system which you may elect to use at any given time.

I currently have alerts set up and I would like to change or delete a current alert.  How do I do this?
For all alerts that you set up on the old online banking system, you will need to contact our Electronic Banking Services Department at (502) 582-2571 or (800) 625-9066 to modify or cancel these alerts.  You will, however, have the ability to modify your alerts that you originate in the new online banking system.



Will I have to reenroll for eStatements?
No -  if you are currently enrolled for eStatements, you will continue receiving statements electronically.


Mobile Banking

How do I use Mobile Banking if I do not have an Android or Apple phone?  
There are two options to use Mobile Banking if you do not have a smart phone:  Browser based or Text Banking.
  1. Browser Based Mobile Enrollment (Note - if you have an Android or Apple phone, you can download the mobile app directly from Google Play or App Store)
You enroll to use our mobile banking browser by clicking on the Mobile Enrollment tab and selecting the check box to enable mobile banking access. This will allow you to use your existing online banking user ID and password on our mobile site.  If you use our old Browser Based Mobile Services, on or after April 8th, you will need to re-enroll with our new online banking system.
To enroll in Browser Based Mobile Banking:
  • From the online banking menu, choose Preferences > Mobile. The Mobile Preferences page appears.
  • Select Yes, enable my user ID and Password for use on my mobile device check box.
  • As a convenience, you can also have our mobile web address sent to an e-mail address on your mobile phone by entering your e-mail address and clicking Send.  This will allow you to click on the address from your e-mail and save it to your bookmarks in your mobile browser.
  • Use your online banking Login ID and Password to access your accounts.
Authorizing Transfers in Browser Based Mobile Banking
You will be required to enter a Mobile Authorization Code (MAC) to complete and authorize some transactions over your mobile device while using Browser Based Mobile Banking. If you want to be able to transfer funds over a mobile device, you should establish your MAC from the Mobile Authorizations tab.  To establish your MAC, go to Preferences > Mobile > Mobile Authorizations and follow the instructions on that screen.
2. Text Banking
Note:  Our old text banking product expires on 3/31/2014.  As a result, we will not have text banking services from 4/1/2014 until 4/8/2014.  On 4/8, you can re-enroll in our new online banking system. 
Text Banking Enrollment
Text banking requires that you register for the service in online banking. From the Text Banking tab in Mobile under Preferences, you can select the option to enroll in text banking, register a cell phone number, and agree to the terms of service.
To enroll in text banking:
  1. From the online banking menu, choose Preferences > Mobile. The Mobile Preferences page appears. The Mobile Enrollment tab appears by default.
  2. Choose the Text Banking tab.
  3. Select Enable my accounts for use on my text device.
  4. Enter a number for a text enabled mobile device in the SMS Text Number field.
  5. Select the check box to Agree to Terms and click Submit. A text message is sent to the mobile device welcoming you to text banking.
Upon initial enrollment, you will be redirected to the Account Preferences page where you can enable, order and nickname your accounts for use with text banking.
This is the easiest way to get account information without a smartphone or data plan.  After enrolling, text a command to BANKME (226563). 
Use Text Banking to Quickly Access:
  • Balances
  • History
  • Financial institution information (such as website, phone number, etc.)
  • Funds Transfers
Note - Signatures (or any other text such as phone numbers) appended to text messages may cause errors in processing. It is recommended that you disable your automatic signature (or any appended text) when sending text banking commands.

Text Banking Commands:
Send text commands to 226563 (BANKME). The following commands are available:
Text Command Action
BAL or BAL <account nickname> Receive account balance (If no account nickname is included, the balances of all enabled accounts will be listed)
HIST <account nickname> Receive account history
XFER <from account nickname> <to account nickname> <amount> Transfer funds between accounts
LIST Receive a list of available text commands
HELP Receive a list of contact points for information on text banking (for example, your website or phone number)
STOP Stop all text messages to the mobile device (for text banking and SMS alerts/notifications)

Do I use the same short code for Text Banking?
No -  the new number for text banking is 226563 (BANKME).

Text Banking isn’t working.  Am I doing something wrong?  How do I fix this?
Due to the Online Banking conversion, Text Banking won’t be available to you April 1st – April 8th.  On April 8th, you may re-activate your Text Banking with us by logging into online banking and then clicking on ‘Mobile’ in the menu (listed under Preferences).   Click on the tab labeled “Text Banking” and from there, you can re-enroll.  See page 6 for step-by-step enrollment instructions.  We apologize for this inconvenience.
If you have a Smart Phone (iPhone or Android), you may conduct your mobile banking through our app.  The new app. will be available April 8th through the App Store or Google Play.


Mobile Apps

Will Stock Yards Bank Continue to Have a Mobile App? 
Yes – We are pleased to announce that we will have branded Mobile Banking apps for Android and Apple phones and tablets.  Go to the Apple Store or Google Play to download our new apps.  Use one of the following Key Words to find our app:  Stock Yards Bank, Stock Yards, Stock Yards Mobile, SYB Mobile or Stock Yards Bank & Trust.
Will the current mobile app work on the new system?
No - You will need to delete your current Touch Banking app and download the new Stock Yards Bank app from the App Store or Google Play.

Will I be able to deposit a check (Remote Deposit Capture) through my mobile App?
This feature will be available to qualifying customers in the very near future.


Quicken/QuickBooks Users

I use Quicken or QuickBooks.  Do I have to do anything special?
Yes – you will have to deactivate and reactivate your accounts after the conversion for the connectivity to work. 


Account Aggregation Tools

I have bank accounts at multiple financial institutions and I currently use (or other financial tools) to aggregate all of my bank accounts.  Will I be able to continue to do this?
Yes – BUT, you will need to re-link your accounts once your accounts convert to our new online banking system.  This is true regardless of the aggregation tool you are using.

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