You are just a few mouse clicks away from the convenience of banking anytime, anywhere with our online banking service. If you have a Cambridge Trust Company account, you can enroll now.

With Personal Internet Banking, all your everyday banking is free of charge. You can:

  • Access account information anytime, anywhere
  • Get up-to-the minute account balances
  • Review recent account activity
  • View, save and print electronic statements and cleared checks
  • Transfer funds between linked accounts
  • Set up custom alerts to be notified if your balance goes below a specified amount
  • Download account information into Quicken®

Plus, with our optional Online Bill Payment service, you can pay bills in seconds. You can make one-time payments, schedule future bill payments, or set up a schedule for recurring payments such as your mortgage or rent. Paying bill has never been easier.

For additional information, see our Frequently Asked Questions section below.

If you have any questions, please call our Customer Service center at 617-441-1444 or email Customer Service.


FREQUENTLY ASKED QUESTIONS

Personal Internet Banking

What is Personal Internet Banking?
What types of features are offered with this service?
What does this service cost?
How secure is the Personal Internet Banking system?
What are the minimum hardware requirements for Personal Internet Banking?
When is Personal Internet Banking available?

Enrollment

How do I sign up for Cambridge Trust Company's Personal Internet Banking service?
How does self-enrollment work?
What if I don't have a checking or savings account?
How should I enter my Social Security Number during enrollment?
How should I enter my account balance if it is over $999.99?
What happens if my information is not validated during the self-enrollment process?

eStatements, eNotices, and Online Tax Forms

What are eStatements?
What are eNotices?
What are online tax forms?
What are the benefits of eStatements, eNotices, and online tax forms?

Which account types can I choose to receive eStatements, eNotices, and online tax forms?
How do I make a payment on my loan account once I start receiving eStatements?
How much do eStatements, eNotices, and online tax forms cost?
How do I sign up for eStatements, eNotices, and online tax forms?

Mobile

General
What is Cambridge Trust Company Mobile Banking?
How much does this service cost?
Is it secure?
Which wireless carriers are supported?
Do I need a text message or data plan?
I'm not enrolled for online banking. Can I still use this?

Mobile Banking
How do I get started using Mobile Banking?
If I need additional information on mobile banking, who can I call?
How do I optimize my mobile web experience?
Is Mobile Banking supported on my phone?
Is Mobile Banking supported on my tablet?
How do I install the downloadable iPad application?
I already have the iPhone app installed on my iPad. Is there a difference in the iPad app?

Mobile Deposits
What is mobile check depositing?
Do I need a certain type of mobile phone to use mobile depositing?
Who is eligible to use mobile check depositing?
What if an account is not available in the deposit screen of mobile banking?
What types of checks can I deposit with mobile banking?
Are there any limits on the amount of deposits I can submit?
Do I photograph both the front and the back of my check?
How do I endorse my check to deposit remotely?
How will I know if my deposit is received and processed?
Can I photograph more than one check at a time?
What if the check image I photographed is bad?
When should I destroy my deposited check?
When will I see my deposit in my check history?
Can I make my opening account deposit through my mobile device?
What if I submitted a deposit for the wrong amount? Do I need to resubmit the deposit?
A check I submitted was returned, can I resubmit it?

Text Banking
What is Cambridge Trust Company Text Banking?
How do I activate Text Banking?
What is the Cambridge Trust Company shortcode?
Can I use both Text Banking and Mobile Banking on my phone?
Is Text Banking supported on my phone?
Will I receive unsolicited text messages?
What are the Text Banking commands?

Troubleshooting
I enrolled my phone number but did not receive a text message. What should I do?
I received an activation code but never used it. What do I do now?
What happens if I get a new phone or change phone numbers?
Can I use Mobile Banking or Text Banking on more than one phone?
I activated Mobile Banking on my phone's browser. Why am I being asked to activate again?
What if my device is lost or stolen?

User ID & Password

Is there anything that I should know about selecting a user ID and password?
What happens if I forget my user ID and/or password?
Can I change my password at any time?
How secure is my user ID and password?
What happens if I pick a user ID that is the same as another customer?

Access

How soon can I access my account information?
What kind of information will I see the first time I sign on?
Why isn't the amount on one of my accounts appearing on the Account Summary page?
I had left Personal Internet Banking up on my screen when I went to lunch. When I returned I had to log back in. Why?

Transfers

Can I transfer funds right away?
What is the cutoff time for transfers?
Is there a maximum future date for transfers?
Why do CD accounts appear when I am making a transfer?
The Repeating Transfer screen's Frequency field has an option called "Twice a month." When do these transfers occur?
When setting up a Repeating Transfer how does the Frequency field work?

External Transfers

What is External Transfers?
How much does External Transfers cost?
Who is eligible for External Transfers?
How do I sign up for External Transfers?
What accounts can I transfer funds between?
Can I transfer funds internationally?
Are there limits on the amount and number of external transfers I can make?
Can I set up recurring or future-dated external transfers?
How far in advance can I schedule an external transfer?
When are external transfers available in my account?
What is the cut-off time to submit an external transfer?
What is the cut-off time to change or delete upcoming an external transfer?
When does an external transfer get debited from my account?
What happens if I set up an external transfer but do not have sufficient funds in my account on the send date?
How many external accounts can I add?
What are trial deposits? How do I verify them?
How do I disable External Transfers?
 

Out of Band Authentication

What is the one-time security code?
How does the one-time security code work?
Why is a one-time security code needed?
What if I do not have a phone number listed on my account or need to update with my current contact information?
Do I need a new security code each time I try to complete a transaction in Personal Internet Banking?
I was unable to complete my transaction with the security code. What should I do?

Bill Payment

Do you offer Bill Pay?
What does this service cost?
How does Bill Pay work?
How far in advance of the due date on my bill should I schedule my payment?
Can I use multiple accounts to fund bill payments?
Can I designate the multiple funding accounts at the time of enrollment?
What is the cutoff time for bill payments?
Can I use Online Bill Pay from outside the United States?
Can I set up a payee in another country?
Do I need to contact my payees to tell them I am using a bill payment service?
How do I add a payee (merchant/vendor)?
How long does it take to setup a new payee in Online Bill Pay?
Can I make changes to an already scheduled payment?
Can I place a stop payment on a bill payment that I have already set up?
What if my payee says that they have not received my payment?

Stop Payments

What is the cutoff time for stop payments?
Is there any limit on the dollar amount of a stop payment?
Is there any limit on the number of stop payments that I can request?
Do stops placed outside of Personal Internet Banking, for example at a branch, appear within Personal Internet Banking?

Miscellaneous

What if my e-mail address changes?
Can I re-order checks through Personal Internet Banking?

Contact Information

What if I still have questions?


Personal Internet Banking


What is Personal Internet Banking?
Personal Internet Banking is Cambridge Trust Company's Internet banking service that will make banking easier and more powerful than ever. All you need is a computer and an Internet connection. It is available 24 hours a day, 7 days a week.


What types of features are offered with this service?
With Personal Internet Banking you can:

  • View balances and account activity for all of your accounts
  • Use Mobile Banking to manage your accounts through your mobile device
  • Better manage your funds by quickly and easily transferring funds from one account to another
  • Schedule transfers to automatically occur on a regular basis
  • Initiate stop payments online to save time
  • Set up Account Alert notifications based on preset parameters regarding your account, such as balance thresholds, specific check clearing or CD maturity notification
  • Send a secure message to Cambridge Trust Company at your convenience via secure e-mail.
  • Pay bills electronically


What does this service cost?
Customers can access account information, pay bills online, and transfer funds between their accounts through Personal Internet Banking - FREE!


How secure is the Personal Internet Banking system?
We are committed to providing our customers with the highest level of security available. In order to ensure that your information is protected, we have employed the latest technologies to protect your financial information, including:

  • Secure Socket Layer (SSL) Encryption
    Cambridge Trust Company's Personal Internet Banking requires a browser capable of high-security 128-bit encryption (SSL). Without this level of security, access will be denied. Should you attempt to access this site from a computer with a browser that is not enabled for high-security, access will be denied.
  • Browser
    We support MS Internet Explorer 6.0 and higher, AOL 8.0 and higher, AOL Mac OS X, Safari 1.2x and higher, Firefox 1.0 and higher, and Camino 1.0. In addition to 128-bit encryption, your browser must also have JavaScript support enabled in order to view pages correctly.


What are the minimum hardware requirements for Personal Internet Banking?
The Personal Internet Banking service has been optimized to run on a standard platform that meets the following system requirements. Less robust PC's could result in slower response times.

  • HARDWARE: PC or Macintosh Computer equipped with:
    133 Mhz processor
    64 Mg of memory
    56k Modem
    800x600 screen resolution 


When is Personal Internet Banking available?
Our Personal Internet Banking service is available 24 hours a day, 365 days a year. However, scheduled maintenance may occur on Sundays between 3:00 am - 7:00 am EST.


Enrollment


How do I sign up for Cambridge Trust Company's Personal Internet Banking service?
You must be a current Cambridge Trust Company customer. You can sign up for Personal Internet Banking using a simplified, paperless, self-enrollment process directly from our Web site. If you already have a checking or savings account with us, have your last bank statement handy so you can answer some questions regarding your accounts. Once you are successfully enrolled, you can immediately view your account information, online real-time and at no cost. Just click on the 'Enroll Now' link on the Personal Internet Banking sign-on page, and follow the easy instructions to self-enroll.


How does self-enrollment work?
You will be asked to enter certain information about yourself and your accounts. We will use this information in a validation process that, once confirmed, will allow you immediate access to your account information. You will select your own user ID and password, which you will use each time that you log onto Cambridge Trust Company's Personal Internet Banking system. Be sure to remember the user ID and password that you have selected.


What if I don't have a checking or savings account?
If you do not have a checking or savings account, but would like to view your Cambridge Trust Company loan or CD account information online, we'll collect your customer information today and our Customer Support Department will activate your banking services within 3 - 5 business days.


How should I enter my Social Security Number during enrollment?
Social Security Numbers entered on the enrollment screens should not contain dashes or spaces.


How should I enter my account balance if it is over $999.99?
You must NOT enter a comma in the dollar amount for any balances over $999.99. For example: $1500.00 would be the correct way to enter in your last statement balance.


What happens if my information is not validated during the self-enrollment process?
If we cannot confirm the information that you provide, a Cambridge Trust Company Customer Support representative will review your application the next business day. You will be contacted within two business days about the status of your application.


eStatements


What are eStatements?
eStatements are an electronic delivery of your monthly account statement. eStatements take the place of your mailed paper statement and look exactly the same as the paper statement.


What are eNotices? 
eNotices are electronic versions of the notices you receive in the mail. Notices provide timely information about important account activities, such as certificate maturity and renewals, interest rate changes, and overdrafts.


What are online tax forms?

Online tax forms are electronic versions of the tax forms you receive in the mail. These include Forms 1098, 1099, and 5498.


What are the benefits of eStatements, eNotices, and online tax forms?

  • Eliminates mail fraud
  • Reduces identity theft through theft of statement
  • Quicker availability of statement
  • Custom Alerts through e-Banking notifies you when your statement is available
  • Availability of check images
  • Statements will remain available for seven years. Deposit account statements are available from June 2008 forward. Loan account statements are available from July 2012 forward.

Which account types can I chose to receive eStatements, eNotices, and online tax forms? 
eStatements, eNotices, and online tax forms are available for both deposit and loan accounts, including:

  • Checking
  • Savings
  • Money Market
  • CDs
  • Mortgage and Home Equity
  • Revolving Credit Lines
  • Installment Loans

How do I make a payment on my loan account once I start receiving eStatements?
Once eStatements are selected, you will no longer receive your paper invoices. You must log in to Cambridge Trust Personal Internet Banking to retrieve your statement. There are two options for paying your loan account:

  • Transfer funds to your loan account under the "Make a Transfer" page in Personal Internet Banking.
  • Sign up for our Bill Payment Service and select the Cambridge Trust Payee.


How much do eStatements, eNotices, and online tax forms cost?
There is no charge for eStatements, eNotices, and online tax forms.


How do I sign up for eStatements, eNotices, and online tax forms?
Simply log in to Cambridge Trust Personal Internet Banking and click on the "Customer Service" menu at the top of the page and select "Change document delivery method." From there select online from the drop downs for each individual accounts you wish to receive eStatements, eNotices, and online tax forms. You will read and accept the Statement Service Agreement and Disclosure. Upon accepting the Agreement, you will immediately have access to your eStatements, eNotices, and online tax forms.

Mobile

General

What is Cambridge Trust Company Mobile Banking?
Mobile banking gives you access to your accounts from your mobile web browser or a downloadable mobile banking application, depending on your preference and your phone's capabilities. With Mobile Banking you are able to: view account balances, search recent account activity, transfer funds, pay bills, deposit checks (available for the downloadable app only), and find nearest Cambridge Trust Company ATM or branch locations.

How much does this service cost?
There is currently no charge associated with the service. However, there may be charges associated with text messaging and data usage on your phone. Check with your wireless phone carrier for more information.

Is it secure?
Yes, the mobile banking service utilizes best practices from online banking, such as HTTPS, 128-bit SSL encryption, or password access and application time-out when your phone is not in use. Only the phones that you personally enroll in the service can access your accounts. In addition, no account data is ever stored on your phone. And in the event your phone is lost or stolen, the service can be immediately disabled by either going online to the Mobile Banking enrollment website or calling us.

Which wireless carriers are supported?
We support all the popular US wireless phone carriers, including AT&T, Sprint, T-Mobile, and Verizon. If your carrier is not listed when you enroll, select 'Other' and try the Mobile Web option, or check back later, as new carriers will be added over time.

Do I need a text message or data plan?
Yes, a text messaging and/or data plan is typically needed, as data usage can become expensive without them. Please check with your wireless carrier for more information.

I'm not enrolled for online banking. Can I still use this?
You must first enable your bank account(s) for online banking before using mobile. Click here to enroll in online banking.

 

Mobile Banking

How do I get started using Mobile Banking?
Simply visit m.cambridgetrust.com from your phone or iPad’s web browser and log in to your account. You can either bank through mobile web or click on the "Download the Application" link from your iPhone, iPad, or Android device. You can also download the app directly from iTunes or Google Play to your mobile device.

If I need additional information on mobile banking, who can I call?
For assistance or more information on mobile banking, including mobile check depositing, please email or call our Customer Resource Center at 617-441-1444.

How do I optimize my mobile web experience?
We recommend three steps for an optimal experience: 1) Ensure your devices's browser has cookies enabled. 2) Enable stylesheets on your browser. 3) Bookmark our Mobile Banking site - m.cambridgetrust.com.

Is Mobile Banking supported on my phone?
Mobile Banking is supported on most phones with a mobile web browser that supports cookies. In addition, the downloadable app is available on iPhone, iPad, and Android devices. Both mobile web and mobile applications can be found by entering the mobile web URL (http://m.cambridgetrust.com) in your device's browser.

Is Mobile Banking supported on my tablet?
A tablet-optimized Mobile Banking application is available for the iPad.

How do I install the downloadable iPad application?
Visit m.cambridgetrust.com from the browser on your iPad and select the “Download the Application” link. You will be directed to the App Store.

I already have the iPhone app installed on my iPad. Is there a difference in the iPad app?
Yes. The iPad-specific app is optimized for the iPad screen and provides a better overall experience. In order to install the iPad app, you will first need to delete the existing iPhone app from your iPad. Once you have done that, follow the above instructions to install the iPad app.
 

 

Mobile Deposits

What is mobile check depositing?

Mobile check depositing allows mobile banking customers to deposit checks using the downloadable app on their iPhone, iPad, or Android mobile device.

Do I need a certain type of mobile phone to use mobile depositing?

Mobile check depositing is available through the Cambridge Trust Company downloadable app for Apple iPhones, iPads and Androids. If you don't already have the app installed on your phone, go to the iTunes App Store or Google Play store to download. You can also go to m.cambridgetrust.com on your device's browser and select the "Download the Application" link.

Who is eligible to use mobile check depositing?

Any mobile banking customer who has a Personal Checking, Savings, or Money Market account in good standing and that has been open at least 90 days is eligible to deposit checks remotely using the downloadable app on their iPhone, iPad, or Android device. If you are not currently a mobile banking customer, click here for complete enrollment instructions.

What if an account is not available in the deposit screen of mobile banking?

In most cases, eligible accounts will automatically be available for mobile deposits. If you have an account that does not show within the deposit screen of mobile banking, please call us at 617-441-1444 for assistance.

What types of checks can I deposit with mobile banking?

Most domestic checks made payable to you can be deposited using your mobile device. Money orders, foreign items, or savings bonds are not able to be deposited using your mobile device. Visit one of our 12 branch locations to make a deposit that is not available through mobile banking.

Are there any limits on the amount of deposits I can submit?

Yes. You may deposit up to 10 checks in one day or an amount totaling up to $10,000 in one day, or up to 25 checks in 25 days or an amount totaling up to $100,000 in 25 days. Checks deposited in excess of these limits will be declined.

Do I photograph both the front and the back of my check?

Yes. During the deposit process, you will be required to photograph the front and back of your check.

How do I endorse my check to deposit remotely?

You should sign your check with the following endorsement:

  • For Deposit Only Cambridge Trust Company 
  • Your Account Number
  • Your Signature

How will I know if my deposit is received and processed?

You will receive a notification by email when your deposit has been received. Please save your check until you receive the second notification indicating your deposit was approved. When your deposit is processed, you will receive a second email notification on the status of your deposit. This email will indicate if the deposit was approved or declined for processing. If declined, a reason will be provided.

Can I photograph more than one check at a time?

You can photograph multiple checks in the same mobile banking session, however you may only photograph one check per deposit.

What if the check image I photographed is bad?

You have the option to retake photographs of the check before submitting or you may cancel the deposit. If you are unable to photograph a clear image, please mail your check or visit a branch to make your deposit.

When should I destroy my deposited check?

Keep the check until you receive confirmation that your deposit was approved and is reflected in your account balance. Once you have confirmed the check has been posted to your account you should void and destroy the deposited check.

When will I see my deposit in my check history?

The deposit will appear in the Deposit History screen on the mobile app right away.

Checks successfully deposited through Mobile Check Deposit prior to 5 p.m. ET on any business day will appear in your account history the following day (e.g., A check deposited at 3 p.m. ET on Monday will be processed on Monday and appear in Account History on Tuesday).

Checks successfully deposited after 5 p.m. ET on any business day or anytime on a non-business day will be processed on the next business day. The deposit will appear in Account History the following business day (e.g., A check deposited at 6 p.m. ET on Wednesday will be processed on Thursday and appear in your Account History on Friday. A check deposited after 5 p.m. ET on Friday or anytime on Saturday or Sunday will be processed on Monday and appear in your Account History on Tuesday).

Can I make my opening account deposit through my mobile device?

No, at this time you are not able to initially fund a new account using the mobile deposit feature.

What if I submitted a deposit for the wrong amount? Do I need to resubmit the deposit?

No, you do not need to resubmit your deposit. If you entered the wrong amount for the deposit, we will correct the deposit amount. You will receive an email notifying you of the change.

A check I submitted was returned, can I resubmit it?

If a deposit is returned, please do not re-deposit the check with the mobile check deposit service. We will send you written notice through the U.S. Postal Service if a deposit is returned.

 

Text Banking

What is Cambridge Trust Company Text Banking?
Text banking gives you access to your accounts via text (SMS) messages on your phone. It's a fast, easy way to look up account balances or recent account history by sending a text command to a shortcode.

How do I activate Text Banking?
Activation is a one-time process that helps ensure your security. An activation code is issued to you on the online enrollment site. You will need to enter this code on your device to begin text banking. We recommend you print your activation code and installation instructions for easy reference during installation. 

What is the Cambridge Trust Company shortcode?
All text messages should be sent to 79680

Can I use both Text Banking and Mobile Banking on my phone?
Yes. Simply enroll in Text Banking and download the app to enable both services.

Is Text Banking supported on my phone?
Text Banking will work on any text message (SMS) capable phone from one of our supported carriers.

Will I receive unsolicited text messages?
No. You will only receive messages when you specifically request them with one of the Text Banking commands or if you subscribe to Mobile Alerts.

What are the Text Banking commands?

Function Command Description

Balance

B

Summary of available balances for all accounts

History

H

Summary of recent transactions per account

Command

C

List of available Text Banking commands

Help

HE

Help content for Text Banking

Login

L

Receive a URL for the Cambridge Trust Company Mobile Browser website

Stop

S

De-activate all Cambridge Trust Company text services

NOTE: You can check for additional available commands by activating your phone and sending C to 79680.

 

Troubleshooting

I enrolled my phone number in Text Banking but did not receive a text message. What should I do?
Typically you should receive a text message within a few minutes after enrolling, however sometimes mobile carriers experience delays which slow down text message delivery. While waiting, make sure your phone has wireless signal. In addition, be sure you entered the correct phone number on the enrollment site. If you still do not receive it, try to enroll again. If the problem continues, contact your wireless carrier to be sure text messaging is enabled on your phone.

I received an activation code but never used it. What do I do now?
Activation codes expire after a specific period of time (usually 24 hours). If you need a new one, return to the Mobile Banking enrollment site (called the Mobile Banking Center) and request a new activation code.

What happens if I get a new device or change phone numbers?

If you only use the Mobile Banking app and do not use SMS Text Banking, you simply need to download the app to your new device and log in to your account as usual.

If you do use SMS Text Banking, log in to your Personal Internet Banking account from a computer and update your phones profile by clicking Manage Mobile Banking Settings. We recommend removing your old phone and re-enrolling your new phone.

Can I use Mobile Banking or Text Banking on more than one device?
Yes. You can access your account from any device with the Cambridge Trust mobile banking app installed on it. If you would like to use more than one phone for SMS Text Banking, log in to your Personal Internet Banking account from a computer and enroll additional devices by clicking on Manage Mobile Banking Settings.

I activated Mobile Banking on my device's browser. Why am I being asked to activate again?
At the time of activation a "cookie" is stored on your device's browser which allows the Mobile Banking system to remember that you activated. The cookie is only visible by the Mobile Banking system and does not contain personal information. Some devices may require you to enable cookies or periodically erase them, requiring reactivation. If you are experiencing this issue, check your device settings to ensure that cookies are enabled. If cookies are enabled and the issue persists, please contact your mobile network carrier for cookie support information on your mobile phone.

What if my device is lost or stolen?
If you are concerned about misuse of your phone, contact your mobile service provider immediately to stop all wireless service. Additionally, you should contact the Cambridge Trust Customer Resource Center at 617-441-1444 to deactivate your device's mobile banking access.
 


User ID & Password


Is there anything that I should know about selecting a user ID and password?
During the enrollment process, you will be asked to select your own user ID and password. It may be helpful to have this selection ready to use. Both the user ID and password are CASE SENSITIVE. Just follow this required format:

  • Your User ID and Password must contain a minimum of 2 alpha and 2 numeric characters
  • Your User ID must be minimum of 8 characters, maximum of 32 characters
    Your Password must be minimum of 8 characters, maximum of 32 characters
    Example:
    User ID: Int45net
    Password: Bank67g!


What happens if I forget my user ID and/or password?
Cambridge Trust Company does know your user ID, but we do not know your password. If you forget your password, contact Customer Support at 617-441-1444 so that we can issue you a new one.


Can I change my password any time?
Yes, you can change your password at any time, by clicking on Customer Service tab and selecting Password. You will be asked to enter your old password, a new password, and to confirm the new password.


How secure is my user ID & password?
You can help to ensure the security of your information by doing the following:

  • Protect your user ID and password. Never disclose them to anyone else. Cambridge Trust Company will never ask you for your password.
  • Commit your password to memory; never write it down.
  • Change your password whenever you feel that your password may be compromised.
  • Do not use passwords that can be easily guessed.
  • Always exit properly from Internet Banking by clicking the Sign Off button.


What happens if I pick a user ID that is the same as another customer?
Because user IDs are unique database identifiers, no two customers can claim the same ID. We prohibit new or "re-enrolling" users from taking an ID already assigned to another user, even if that user has been deleted or un-enrolled.
During self-enrollment, the following message appears should you select an ID that already exists for Cambridge Trust Company: "We were unable to enroll you as a user with this input. Please try again or contact Customer Support."


Access


How soon can I access my account information?
Once you have successfully enrolled, you will be able to login immediately to Personal Internet Banking and view your account information.


What kind of information will I see the first time I sign on?
The self-enrollment process automatically enrolls you in our Basic service, which does not include bill payment services. The first screen that you will be taken to will display a summary of accounts for which we have been able to confirm that you are an account owner. During your first online session, you will see account balances and account activity. During any given session, you could see between 30 and 60 days of transactions for your accounts, depending on when your account statement cycled.


Why isn't the amount on one of my accounts appearing on the Account Summary page?
It is possible that the account may have been opened after you enrolled in Personal Internet Banking and is not linked. Contact Customer Support to complete this process.


I had left Personal Internet Banking up on my screen when I went to lunch. When I returned I had to log back in. Why?
For security purposes, Personal Internet Banking has a 'time-out' feature that will automatically log you off if the system has been idle for more than 20 minutes.


Transfers


Can I transfer funds right away?
Once we have verified the information that you have provided, usually within one business day, you will then be able to access additional functionality, such as transfers.


What is the cutoff time for transfers?
Transfers must be made before 9:00 p.m. EST.
Please note: A transfer you schedule for today in a repeating transfer series will be processed the next business day. Remaining transfers in the series will be processed according to the schedule you specify. If you want a transfer processed today, use the one-time transfer feature.


Is there a maximum future date for transfers?
The maximum future date is one year from today's date.


Why do CD accounts appear when I am making a transfer?
All accounts will display in the drop-down list. However, if you try to create a transfer between CD accounts, an error message appears.


The Repeating Transfer screen's Frequency field has an option called "Twice a month." When do these transfers occur?
These transfers take place every 14 days.


When setting up a Repeating Transfer how does the Frequency field work?
If your start date is Tuesday, the 5th of October and you chose the following Frequency:
Weekly - the next date would be the next Tuesday.
Bi-Weekly - the next date would be every other Tuesday.
Twice a month - every 14 days
Monthly - the next date would be the 5th of the next month.
Quarterly - the next date would be 3 months after the date selected.
Semi-Annually - the next date would be 6 months after the date selected.
Annually - the next date would be October 5th of next year.

External Transfers

 

What is External Transfers?

External Transfers is a feature that allows youto transfer money between your Cambridge Trust Company accounts and accounts that are owned by you at other U.S. financial institutions. External Transfers is available to personal customers only.

How much does External Transfers cost?

Cambridge Trust Company does not charge for External Transfers.

Who is eligible for External Transfers?

All Personal Internet Banking customers who are enrolled in eStatements are eligible to make external transfers. If you are a current customer not yet enrolled in Personal Internet Banking, you can enroll online. If you have Personal Internet Banking, but are not yet enrolled in eStatements, you can sign up by logging in to your account and clicking on the Statements link on the left side of the Accounts Overview screen.

How do I sign up for External Transfers?

To start using External Transfers, you must link an external account to your Cambridge Trust account. To do this, log in to your Personal Internet Banking account. From the Account Overview screen, select “Make an external transfer” in the Quick Links section on the left. Then select “add an external account” to link your external accounts. You will need the routing number and account number of your external account in order to complete the set up.

What accounts can I transfer funds between?

You can transfer funds to and from your Cambridge Trust personal checking, money market, and savings accounts and deposit accounts you own at other U.S. financial institutions. Other banks may restrict your ability to complete transfers initiated from this service.

Can I transfer funds internationally?

No, External Transfers is not available for bank accounts outside the U.S.

Are there limits on the amount and number of external transfers I can make?

• External transfers from your Cambridge Trust account are limited to:
• $25,000 per transaction;
• $25,000 in aggregate per day;
• $100,000 in aggregate per calendar month;
• 3 total transactions per day;
• 10 total transactions per calendar month
 External transfers into your Cambridge Trust Company account are limited to:
• $50,000 per transaction;
• $50,000 in aggregate per day;
• $100,000 in aggregate per calendar month;
• 3 total transactions per day;
• 10 total transactions per calendar month
Some account types (ex. Money Market and Savings) have withdrawal limitations. Please refer to your Account Disclosures & Rules and Regulations before initiating transfers involving these accounts.


Can I set up recurring or future-dated external transfers?

Yes, both one-time and recurring external transfers can be scheduled in advance. Recurring transfers must be scheduled for the same amount, between the same two accounts, at the same intervals. Recurring transfers can be scheduled weekly, every other week, twice a month, monthly, every four weeks, every other month, quarterly, twice a year, and annually.


How far in advance can I schedule an external transfer?

There is no limit to how far in advance you can schedule an external transfer.

When are external transfers available in my account?

For the purpose of external transfers, if your account is over 90 days old, it is considered an "established account." External transfers made into an established account will become available after three business days. Accounts fewer than 90 days old are considered new. Funds transferred into a new account will be available after five business days.

  New Accounts Established Accounts
Account Age Fewer than 90 days More than 90 days
Deposit Availability for Withdrawal After 5 business days After 3 business days
Example: Funds transferred on Monday Following Monday Thursday

Until the hold period is over, you may not withdraw these funds, transfer these funds out of the account, or write checks on these funds.

What is the cut-off time to submit an external transfer?

The cut-off time for submitting external transfers is 9 p.m. ET each business day. External transfers submitted after 9 p.m. ET, on weekends, or bank holidays will be processed the next business day.

What is the cut-off time to change or delete upcoming an external transfer?

The cut-off time to change or delete an upcoming external transfer is 9 p.m. EST on the send date.

When does an external transfer get debited from my account?

A transfer of funds out of your Cambridge Trust account will be debited from your account on the day the transfer is scheduled. The funds may not appear in your external account for up to two business days. Funds transferred into your Cambridge Trust Company account will appear in your account balance on the day they are scheduled, but will not be available until the hold time above has passed.

What happens if I set up an external transfer but do not have sufficient funds in my account on the send date?

If a scheduled transfer is attempted on your account for more than the funds available in that account, the transfer will fail. You can be notified of a processed or failed external transfer by creating an alert within Personal Internet Banking. After logging in, go to “Manage Alerts” in the Customer Service tab. Then select “Add” for the Transfer Failed and Transfer Processed alerts.


How many external accounts can I add?

There is no limit to the number of external accounts you can link to your account. 

What are trial deposits? How do I verify them?

When linking an external account to External Transfers, ownership of the account must be verified. To do that, small deposits are made into the account. You need confirm the deposit amounts. To verify your trial deposits, follow these steps:

  1. Receive Trial Deposits.Within three business days, we will make up to two small deposits into your external account.
  2. Check Deposit Amounts. Log into your source account to review the deposit amounts made. You should see two transfers for less than $1.00. Write down the amounts for reference.
  3. Confirm Deposit Amounts. You will receive an email notification asking you to confirm the deposit amounts. Log in to Personal Internet Banking, go to “Manage external transfers” in the Quick Links section on the left. Click on the “verify” link next to your source account and enter the deposit amounts. If the amounts entered by you match the amounts of the deposits we made, the account will be enabled immediately for External Transfers.

How do I disable External Transfers?

You may disable External Transfers by contacting our Customer Resource Center at 617-441-1444 between 8 a.m. and 5:30 p.m. Monday through Friday or by logging into Personal Internet Banking and using the Contact Us link to request that your External Transfer Account be removed.
 

Out of Band Authentication

What is the one-time security code?
It is a randomly generated one-time code we provide. You enter it before completing certain transactions to prevent fraudulent transactions and unauthorized access to your financial information.

How does the one-time security code work?
Upon setting up certain transactions in Personal Internet Banking, you will receive security code and be asked to select a phone number to receive an automated phone call or text message. If you select a mobile number, you have the option to receive a text message instead of a phone call. Once your contact information is verified, you will receive a phone call or text message from 617-441-1444. When prompted, enter the one-time security code to complete your transaction.

Why is a one-time security code needed?
It is an extra layer of online banking protection that ensures that your funds and financial information are safe. By requiring the entry of a one-time code and the use of a phone you have on record with us, fraud is prevented even if an unauthorized user learns your online banking user ID and password. It also ensures that you are notified if an unauthorized user attempts to access your account information or complete transactions without your knowledge.

What if I do not have a phone number listed on my account or need to update with my current contact information?
Please contact the Customer Resource Center at 617-441-1444 or to update the contact information on your account.

Do I need a new security code each time I try to complete a transaction in Personal Internet Banking?
You will receive a new security code for each Personal Internet Banking session. This code will be valid until you log out of your account. The one-time security code adds an extra layer of online banking protection that ensures that your funds and financial information are safe.

I was unable to complete my transaction with the security code. What should I do?
If you have any trouble using your one-time security code, please contact the Customer Resource Center at 617-441-1444 or .


Bill Payment


Do you offer Bill Pay?
You can apply for our free bill payment services at anytime. Once approved, you will then be able to set up bill payments to both businesses and individuals.


What does this service cost?
Customers can access account information, pay bills online, and transfer funds between their accounts through Personal Internet Banking - FREE!


How does Bill Pay work?
Online Bill Payment is a service that allows you to set up bill payments to businesses and individuals. You enter payment instructions directly into the system prior to our 9:00 p.m. EST cutoff time, Monday through Friday. The following business day, your payment will be sent electronically or by check and the funds will be deducted from your funding account.


How far in advance of the due date on my bill should I schedule my payment?
You should allow ten (10) business days for the processing of your bill payment. The timeframes involved in this process depend on whether the payee accepts electronic payment or requires a paper check.


Can I use multiple accounts to fund bill payments?
Yes, you can.


Can I designate the multiple funding accounts at the time of enrollment?
After the enrollment process has completed successfully, we can assist you to designate additional accounts for multiple funding.


What is the cutoff time for bill payments?
Bill payments must be made before 9:00 p.m. EST.


Can I use Online Bill Pay from outside the United States?
Yes, you can pay bills from anywhere using 128-bit encrypted browser and an Internet connection.


Can I set up a payee in another country?
Online bill payments may only be made to a United States payee (which includes Guam, Puerto Rico, U.S. Virgin Islands, and international U.S. military bases) in United States dollars.


Do I need to contact my payees to tell them I am using a bill payment service?
No. Your payees do not need to do anything different to process online bill payments. Online Bill Pay uses the ACH electronic network or a paper check with your payment information clearly indicated.


How do I add a payee (merchant/vendor)?
Use the Payee Search function within the product to find and add your new payee. If the new payee is not listed, simply select Manually Enter Payees and enter the required information.


How long does it take to setup a new payee in Online Bill Pay?
Once the new payee is entered, you can use the payee immediately.


Can I make changes to an already scheduled payment?
If the payment is still pending, changes can be made. However, once the payment has been transmitted, you can no longer make changes to or delete payments.


Can I place a stop payment on a bill payment that I have already set up?
You yourself cannot place a stop payment on a bill payment. If the payment has been processed and is a paper check that has not yet cleared, you may contact the Customer Care Center (800-439-4140) and they can place a stop payment on it for you.


What if my payee says that they have not received my payment?
Contact the Customer Care Center (800-439-4140) who will research your payment.


Stop Payments


What is the cutoff time for stop payments?
Stop payments must be made before 9:00 p.m. EST.


Is there any limit on the dollar amount of a stop payment?
There is no minimum or maximum dollar amount limit. You need to decide if placing a stop payment on a check is worth the fee charged for that service.


Is there any limit on the number of stop payments that I can request?
You may request stop payment on a specific 'physical' check. Standard stop payment fees will apply to this request.
Payments made using the Online Bill Payment feature cannot be stopped using this feature. If the bill payment has been processed and is a paper check that has not yet cleared, you may contact the Customer Care Center @ 800-439-4140, and they can place a stop payment on it for you.


Do stops placed outside of Personal Internet Banking, for example at a branch, appear within Personal Internet Banking?
Yes. 


Miscellaneous


What if my e-mail address changes?
You can change your e-mail address directly in the Personal Internet Banking system.


Can I re-order checks through Personal Internet Banking?
Yes, the check re-order menu item can link you to Deluxe's web site, so that you can re-order checks directly from the vendor.


Contact Information


What if I still have questions?
You can call our Customer Support Department during normal business hours at 617-441-1444 or e-mail us at: . For questions concerning bill payment processing and technical support, contact our Customer Care Center at 800-439-4140. The Customer Care Center is available 24-hours a day, 7 days a week (excluding Federal banking holidays) @ 800-439-4140.

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