Online Banking Services

Online Banking Services FAQs

Common Questions About Consumer eBanking

Are there age restrictions for using Exchange OnLine?

Exchange OnLine is available for all personal banking customers to view accounts and eStatements. Minors using Exchange OnLine will have limited money movement abilities . Minors under the age of 13 should request parent or guardian approval before enrolling. 

How do I get more information about the features and functionality of the app?

Please visit our Mobile Banking page to read more about our mobile app’s features and benefits.  If you are looking for help, live chat is available inside the app during regular business hours, you can send secure messages in the “Message Center” in the app or call your local office. 

Why can’t I use the desktop version of Exchange OnLine? Why isn’t my browser compatible? 

For security purposes, National Exchange Bank’s online personal banking platform, Exchange OnLine, is designed to be compatible with the most recent browsers. For most browsers, the latest two versions are supported. 

Why can’t I see all the features I am expecting to see on my Chromebook?

Chromebooks, though they look like a laptop, function differently and do not always display the full browser version of Exchange OnLine. We recommend downloading the mobile app on your Chromebook to get the best experience. 

What accounts can I view in Exchange Online?

You can view any account, including personal checking, savings, credit cards, loans and certificate of deposits. As soon as you sign on, you will see a list of your personal accounts.

What happens if I forget my password?

Exchange OnLine has a “forgot password” feature. If you ever forget a password, click “Password” in the “Forgot Username or Password” link on the login screen. You will need to choose a password that has not been used previously.\

Additionally, you may change your password at any time in the Settings > Security menu.

How can I set-up multi-factor or 2-step verification security?

Multi-factor authentication can only be set up through the browser version of Exchange OnLine. We recommend using a PC or tablet to access the security settings. Once logged in, select your picture or icon in the upper right-hand corner and choose settings, then go to the security tab.

Why did I get two requests for a one-time passcode / MFA?

If you are attempting to do a transfer to another financial institution (an external transfer) for more than $250, the MFA process will be triggered, and you will be asked to authenticate the request with a one-time passcode. You may also get a passcode request from the other financial institution. Only one of the requests is from National Exchange Bank & Trust’s online banking.

How far back can I see my transactions?

Exchange OnLine users will be able to view at least 90 days of activity upon enrollment as a new customer (and upon first login after the transition to the new platform in June 2025). Transaction history will build up to 2 years. Statements will build for up to two years as well.

How can I save transactions?

You have the option to download your activity and save it in a variety of formats including CSV, OFX, QFX and QBO. From a browser on a computer or tablet, in the Accounts screen for any account select the download arrow icon immediately above your transactions for download options to pop-up on the right. Choose your preferred download format, date range and account(s) for the transactions you want to download and select "Download."

How do I customize categories for my transactions?

From the accounts page, with the account selected that you want to customize the transactions for, click on the button below the transaction, for example the button may read “Loans” or “Groceries.” The side-car menu will display to “Categorize Transaction” in here you will seemany options of parent categories to scroll through and select. Once you select a parent category, there are more sub-categories to choose from.You can create a custom sub-category:  click the “+”, type your category name,   hit enter to save

Note: You will not be able to delete or edit custom categories.

My transaction is missing the check number. What can I do?

If the system’s AI is removing your check number, within the browser version of Exchange OnLine, click “Help” in the upper right corner of the transaction summary drop down.  Then choose “The transaction’s simple description is inaccurate.” This will allow you to revert to the original description which includes the check number.

What is the difference between my Current Balance and my Available Balance?

Your Current Balance is the balance that includes all finalized transactions. It does not include any pending transactions such as card payments. Your Available Balance is your Current Balance plus electronic transactions currently pending. This is the balance used when attempting card transactions. 

Can I notify the bank that my email address changed in Exchange OnLine?

Yes.

Use the Message Center to send a secure form to request your contact information change. 

Where can I find interest information?

In Exchange OnLine in a browser, choose the account you want from your dashboard and select Account Details.  In the mobile app, select the account you want and touch “Show Details” in the upper right corner.

Why am I seeing my closed account in eBanking?

Accounts will show in eBanking in a closed status until they go through our historical purge process. You can choose to hide (or show) accounts based on your preference within the Account area of the Settings menu.

Why can I still see an account that I hid in the dashboard on the accounts page?

The dashboard settings in a browser on a PC only customize what you see on the dashboard. To hide an account from all areas inside online banking, please use the settings menu found under your profile icon / image in the upper right corner of your screen. 

How do I access the menu or log out?

In the app, select the “More” menu with the three dots, and at the top you will see the “Log out” button displayed to the right of your name. On a PC, select your profile in the top right and “Log Out.”

Transfer Frequency FAQs

What recurring transfer frequency options are in online banking?

Weekly
Your first weekly transfer is made on the "Start on" date, and subsequent transfers are made every week after that on the same day of the week. Note: If you enter a date for the final weekly transfer, it must fall on the same day of the week as the first transfer. If a different date is chosen, then the series will simply end after the previous occurrence and not on this specific date. 

Biweekly
Your first biweekly transfer is made on the "Start on" date, and subsequent transfers are made every 2 weeks after that on the same day of the week. Note: If you enter a date for the final biweekly transfer, it must fall on the same day of the week as the first transfer and come at the end of a 2-week cycle. If a different date is chosen, then the series will simply end after the previous occurrence and not on this specific date. 

Twice a Month (semi-monthly)
Twice monthly, on the 1st and 15th of the month. Note: If you enter a date for the final twice-a-month transfer, it must fall on the same day of the month as the first or second transfer. If another date is selected, the transfer will end on the previous transfer.

Monthly
Your first monthly transfer is made on the "Start on" date, and subsequent transfers are made every month after that on the same day of the month. If you select a date near the end of a month (for example the 31st) and a given month has less than that number of days, then that month's transfer will execute on the last day of that month (could be on the 30th or the 28th, etc.). Note: If you enter a date for the final monthly transfer, it must fall on the same day of the month as the first transfer. If a different date is chosen, then the series will simply end after the previous occurrence and not on this specific date. 

Quarterly
Your first quarterly transfer is made on the "Start on" date, and subsequent transfers are made every 3 months after that on the same day of the month. Note: If you enter a date for the final quarterly transfer, it must fall on the same day of the month as the first transfer and come at the end of a 3-month cycle.  If a different date is chosen, then the series will simply end after the previous occurrence and not on this specific date. 

Semi-annual (Every six months)
Your first semi-annual transfer is made on the "Start on" date, and subsequent transfers are made every 6 months after that on the same day of the month. Note: If you enter a date for the final semi-annual transfer, it must fall on the same day of the month as the first transfer and come at the end of a 6-month cycle or the series will end after the previous occurrence.

Annual
Your first annual transfer is made on the "Start on" date, and subsequent transfers are made every year after that on the same day and month of the year. Note: If you enter a date for the final annual transfer, it must fall on the same day and month of the year as the first transfer.  If a different date is chosen, then the series will end will end after the previous occurrence and not on that specific date. 

Alert FAQs

How do I turn on text alerts?

Go to your profile in the upper right corner and select Settings > Contact > Phone numbers and verify the mobile phone number by clicking the edit pencil and following the prompts. To manage your alerts, go to Tools > Alerts.

Why didn’t I get my alert for my monthly statement or notice?

Statement and notice alert functionality has been delayed. Your electronic deposit statements and all notices are still available in Exchange OnLine. Our team is hard at work to get these alerts to send as expected.  

Why am I getting all my text notifications at one time?

With the new platform, you will be receiving text notifications all at once around midnight each night. To avoid that please set up daily alerts with a time to avoid getting multiple texts.

Why do I get multiple Balance Threshold alerts per day?

Once your account hits the balance threshold you set for your alert, each time an item clears your account, the resulting balance generates a new alert. If multiple items clear in a day, multiple alerts will be generated.   

If you prefer to receive fewer alerts, consider using the Balance Summary alert. Balance Summary alerts can be set daily or weekly, and for the particular days and time you want to receive the alert. 

Why am I no longer receiving push alerts to my device?

If you receive a new device, your alerts need to be updated to push to the new device.  Open each alert to update the destination, and manage your devices by logging in through a browser. Once logged in, go to  your profile in the upper right. Choose Settings > Security > Push Notification Registered Devices. Controls set up in Card Controls need to be directed to your new device in the Manage Cards section.

Who do SavvyMoney emails come from?

If you have requested to receive emails through the SavvyMoney feature in Exchange OnLine or the mobile app, you will receive emails from info@savvymoney.com

What if my question is not answered in this list?

Find answers to other ebanking banking questions on our product specific pages. 

Online Documents include eStatements and eNotices.

Mobile Check Deposit to deposit your checks from anywhere and everywhere.

Bill Pay questions regarding eBills to help consolidate your eBills and eliminate paper bills, and expedited payments to make last-minute payments via Exchange OnLine.

We are here to support you with any question you might have. Feel free to use the Contact Us form for non-personal / non-confidential questions, use the chat function available on nebat.com in the lower right hand corner and within the ebanking solutions, or call or visit your local office.