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
• 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^® or Microsoft^® Money

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?
You ask me for an Authorized Caller. What does this mean?
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?

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 & 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?

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?

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
• 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.

You ask me for an Authorized Caller. What does this mean?
An authorized caller is the joint owner on the account or other beneficial owner.

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.

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 & password. It may be helpful to have this selection ready to use. Both the user ID & 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 6 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 @ 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 Administration 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. However, if your account is jointly owned, Massachusetts Regulations require that we obtain signatures from both owners. As soon as we receive the completed signature form, we will then be able to add functionality.

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.

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: customerservice@cambridgetrust.com. 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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