Frequently Asked Questions

General

Online Banking

Bill Pay

Mobile Banking

Mobile Deposit

How do I add a new payee?

Click the ‘add payee’ box at the top of the payments page. This will show you step by step how to add the new payee. Always remember to use your most recent bill to ensure you have the correct account information entered when adding the new payee.
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Is there a cutoff date for editing or stopping a payment?

Yes, the cutoff date and time for editing or stopping a payment is 3:00PM EST on the date the payment is set to process. All payments go through a funds verification process, therefore any payment that passes the funds verification will be processed at that time and unable to stop.
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What is my transaction history?

Transaction history shows the transactions that have been scheduled within bill pay. Transaction history stores up to 18 months of payment information.
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How do I set up a payment to an individual?

Select the ‘Pay a Person’ tab, from there you will select the payment method. You can input the account information for direct deposit, send an email for an email payment, or send a check in the mail. Simply select the check box next to the payment method of your choice, select next, and input the required payee information. Each payment method requires different information and steps.
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Can I pay an individual through bill pay?

Yes, you can pay another individual right through bill pay! There are several different options on how the payment can be sent. Payment can be sent via check, email, or direct deposit.
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How do I set up a recurring payment?

To set up a recurring payment, click the ‘make it recurring’ link located in the ‘actions’ column on the right hand side of the screen. This will prompt you to set up the recurring payment details. You will select the pay from account, payment amount, and frequency for your payments to be automatically scheduled.
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How do I hide a payee?

By clicking the ‘Minus’  icon next to the payee name will hide the payee from your payments screen. This will not cancel any scheduled payments or notifications for the payee that has been hidden.
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How do I unhide a payee?

Across the top on your payments screen there is an option for ‘Hidden’, click the hyperlink to open the hidden payees screen. Click the ‘Plus’ icon to add the payee back to the payments screen.
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How do I transfer funds to another bank?

Click the ‘Add a Payee’ box from the top of the payments screen, select the check box next to ‘Pay a bank or credit union’. This allows you to make a payment to another bank for a loan or credit card payment. To have funds deposited into a checking or savings account at another bank, simply set the payment to ‘Pay a person’ and choose the payment method. Input the required information to finish adding the payee.
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If I use bill pay will my payment be guaranteed by the due date?

When scheduling your payment, it will provide you with an ‘estimated date of arrival’ to help determine when it is best to be sent.  During that process, you will want to verify how the payment will be sent, whether it is electronically or by check.  If it is sent by check you will want to allow enough time for the check to reach them via the mail, therefore the payment should be sent prior to the due date to ensure it is there on time.  If it is sent electronic you will want to schedule it 2 business days prior to the due date to ensure the delivery.
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My payee hasn’t received my payment, what are my options?

Your options are dependent upon the payment method. If a check was mailed there is the option to place a stop payment on that specific check. If the payment was sent electronically, proof of payment would need to be supplied to the payee. This may help them locate the payment in their system.
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How do I turn Touch ID on or off?

This feature can be turned on or off at any time through the preferences option in the app. Use the slide bar next to Fingerprint Login to turn the feature on and off.
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How does Touch ID work?

Lightly hold your finger on the home button. Your phone system will authenticate your fingerprint and log you into the Mobile Banking app from the login screen!
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What is Touch ID?

Touch ID is a fingerprint authentication built right into the home button of your smart phone.
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What features are available in the Mobile Banking app?

Through the app you have the access to view transaction history, pay bills, mobile deposits, view statements, account transfers, and more! All of this is accessible right through your smart phone!
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How do I know I am downloading the correct ChoiceOne Bank app?

The ChoiceOne Bank Mobile Banking app will show the ChoiceOne Bank logo.
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How do I set up Mobile Banking with ChoiceOne Bank?

If you are enrolled in Online Banking you can also use the Mobile Banking app! Simply log into the mobile app with your online banking credentials.
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What is ChoiceOne Bank’s routing number?

ChoiceOne’s routing number is: 072408436
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How can I avoid overdraft and NSF fees?

We have a few options available to help with avoiding overdraft fees.  We offer products such as automatic transfers, Check Plus line of credit, or opting out of our overdraft privilege.  Please call our customer service center toll free at 888-775-6687 or stop into the nearest branch if you are interested in learning more about these products.
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How do I get a new debit card if my current card is set to expire?

Your debit card is valid until the last day of the expiration month listed on the front of the card. All expiring cards will automatically reissue in the middle of the month that the card is set to expire.
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How do I reset the PIN number on my debit card?

To reset the pin, you must call 1-800-992-3808. The process will not take long, follow a few simple steps and your PIN will be reset.
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How do I activate my debit card?

To activate your card, you must call 1-800-992-3808. Once you call the number follow the prompts to activate your card and setup your PIN. Once you activate the card and set the PIN your card will be ready for use.
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How can I report my debit card lost or stolen?

You can report your debit card lost or stolen right through your online banking. From the navigation bar select “Settings & Cards” followed by the “ATM/Debit Card” tab. Click the Lost/Stolen check box next to the appropriate card. This can also be done through the Mobile App; select ‘Preferences’ from the drop down menu, ‘Manage Cards’ and select the card you wish to change. When changing a card through the app you do have the ability to turn the card back on!
You may also contact our Customer Service Center toll free at 888-775-6687. A representative will assist you with closing the debit card and ordering a new replacement card.
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What should I do if there is an unauthorized charge on my account?

If there is an unauthorized charge on your account we have steps that we can take to dispute the unfamiliar charges. Please call our customer service center toll free at 888-775-6687 or stop into your nearest branch to get this process started.
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Can I set up alerts to notify me of account activity?

Yes, you can!  This can be done through your online banking under ‘Settings & Cards’, then the ‘Alerts’ tab.  From there you can customize how and when you would like to be alerted along with specific alert types.
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Which statements can I view online?

If you are enrolled in electronic statements you can view a monthly statement under the ‘eStatements’ tab and a ‘basic statement’ which is found under the ‘accounts tab’.  If you are not enrolled in electronic statements you are only able to view a ‘basic statement’. Electronic statements will only available from the date enrolled going forward, statements sent in the mail are not available under the ‘eStatements’ tab.
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What are the branch hours and locations?

ChoiceOne Bank’s branch hours and locations are listed on the home page of www.ChoiceOne.com in the upper right hand corner.
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Can I order checks online?

Yes, you can order checks online at www.Deluxe.com. You can also contact our Customer Service Center toll free at 888-775-6687 and a representative will be glad to assist you with placing the order.
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How do I access my transaction information within online banking?

Once you log into your online banking simply select the account you wish to view from the ‘accounts’ tab. Once you select the account the recent transactions will appear. If you need to view additional transactions, try updating the ‘View Range’ at the top of the transactions listing.
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How do I enroll in E-Statements?

Once you have logged into your online banking select the ‘E-Statements’ tab. Next, choose ‘sign up/changes’ and select the check box for the account you would like to enroll. Lastly select ‘save settings’ and your account will then be enrolled for electronic statements.
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Why do I need to answer security questions?

Security questions and answers provide an additional layer of security while authenticating your identity during the login process. This added feature will help protect your personal and financial information from any unauthorized access.
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Is there a charge to use online banking?

No, online banking is a free service provided to all ChoiceOne Bank customers. While there is no charge for online banking some services, such as stop payments, wire transfers, ect. incur a charge.
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Can I securely message someone at the bank if I have questions about my account?

Yes, there is secure messaging through the online banking. Right from the online banking homepage you can send a secure message to one of our Customer Service Representatives. You can expect a response back within 3 business days.
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Can I change how my accounts are named?

Yes- simply select the “Settings & Cards” tab in the navigation bar followed by the “Account” tab. From there you can edit the Pseudo names on the accounts.
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How do I change my Online Banking ID or Password?

Once you have logged into your online banking profile simply select the “Settings & Cards” tab from the navigation bar. Under the “Personal” tab you will have the ability to change the Online Banking ID and Password. Online Banking ID and Password requirements are listed to the right.
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How do I enroll in Online Banking?

Visit any of our 12 convenient locations or call our Customer Service Center toll free at 888-775-6687.
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How many months of transaction history can I view online?

Through online banking you have the ability to view up to 90 days worth of transaction history. However, if you are enrolled in E-Statements, you have the ability to view the statements which contains that information as well.
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How can I find my full account number?

For security purposes we only display the last four digits of the account number online. You can call us toll free at 888-775-6687 and one of our customer service representatives will be glad to assist you.
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What is mobile deposit?

ChoiceOne Mobile Deposit gives you a convenient way to deposit checks from your smart phone wherever you are reducing trips to the branch or ATM machines.
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Will I be charged a fee to use mobile deposit?

No, mobile deposit is free!
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What types of accounts are eligible?

ChoiceOne personal and business; checking, savings, and money market accounts in good standings are eligible. The account must be open for at least 30 days. StartFresh accounts are not eligible.
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How should I endorse my check?

Endorse checks with a signature and the phrase, “Mobile Deposit.”
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What is the limit amount for mobile deposits?

Yes, personal accounts are allowed a daily limit of $2,500 and $5,000 per month. Upon request, business customers are allowed a daily limit of $10,000 and $100,000 per month. Unless otherwise agreed.
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After submitting a deposit what should I do with my check?

Checks that have been successfully submitted and posted to your account should be kept for 30 days and then destroyed. ChoiceOne will have a copy of the check image.
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When will I see my deposit posted to my account?

Mobile deposits received before 7:00PM EST will be processed the same business day. Deposits received after 7:00PM EST will be processed the next business day. Mobile deposits are available Monday-Friday, excluding Federal Holidays.
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When will I have access to my funds?

Accepted deposits will be available the next business day.
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Im having trouble getting my check images to be accepted. What can I do?

Use a dark background with good lighting and all check edges are visible. Make sure to endorse the back of the check and include the words “Mobile Deposit.”
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