Digital Services

Online Banking Login Instructions

1. Enroll as a “First Time User”.
2. Enter the required information, use the PIN supplied at account opening, and select “Enroll.”
3. Create an Access ID and Password.
   - Access ID must be at least six characters long; do not use special characters or account numbers.
   - Password must be 9 to 17 characters long, and contain an upper case letter, lower case letter, number, and special character.
4. Complete the additional security information.
5. Review and “Accept” the terms and conditions.
6. You are now enrolled in Online Banking and Tele-Banc.

Tele-Banc

1. To access, dial 419-355-2121 or 800-219-6124 and use the PIN supplied at account opening. 

Online Banking Security

Croghan Colonial Bank has technical controls to help mitigate some of the risks associated with Online Banking. However, should your Online Banking account become compromised, please immediately contact 888-276-4426.

The best form of prevention is to make yourself aware of the various threats related to Online Banking.

Online Banking Education & Awareness

How to Enroll

Croghan App

1. Download the Croghan Mobile Banking app for iPhone or Android.
2. Enter your Online Banking username and password.
3. Review and “Accept” the terms and conditions.
4. You are now enrolled in Mobile Banking.
   - Turn on mobile-only features such as Touch ID, Face ID, and Instant Balance.

Mobile Web or Mobile Text

1. While logged into your Online Banking, either follow the Mobile Banking prompt screen or select “Profile” from the top toolbar and scroll to the “Mobile Banking Profile” section to “Enroll Now”.
2. Review and “Accept” the Mobile Banking Terms and Conditions, and select “Continue”.
3. Select the Mobile Banking option you prefer, and select “Continue”.
4. Select the accounts you want to access, create nicknames, and select “Continue”.
5. Enter your mobile phone number, and select “Continue”.
6. An Activation Code is texted to this mobile phone number (code expires after 24 hours).
7. Enter the Activation Code sent via text, and select “Activate”.
8. A text message will be sent confirming your activation.

Frequently Asked Questions

Q. Is Mobile Banking secure?
A. Mobile Banking employs industry best practices concerning security. At a high level, Mobile Banking offers the following security safeguards:

• Authentication – Users are authenticated by username, password, and security challenge questions for every interaction with Mobile Banking.
• Encryption – 128-bit encryption is used for all transactions.
• Fraud – Mobile Banking incorporates mechanisms to detect fraud.
• Availability/Resilience – protected against malicious attacks through software and server hardening measures.
• Audit Ability – provides full audit capabilities through event logs and event-based reporting.
  
  
  

Q. Is my personal or financial information stored on my phone?

A. Mobile Banking does not save any files with personal or financial information on your mobile device.

Q. Which accounts can I access using Mobile Banking?

A. The accounts listed in your Online Banking are available for Mobile Banking. You select which accounts you want to access during Mobile Banking enrollment.

Q. How current is the account and transaction information?

A. You will see your current available account balance. You will see the most recently posted transactions in your transaction history; pending transactions are not displayed.

Q. Can I add more than one mobile phone?
A. Yes, you can enroll several mobile devices for Mobile Banking.

Q. What if my phone number changes?

A. If your mobile phone number changes, update the number within Online Banking under Options>Manage Devices.

Q. What if my phone is lost or stolen?

A. No one can access your account without knowing your password and, in some cases, your unique user name. You can deactivate your mobile device within Online Banking under Options>Manage Devices to prevent unauthorized access.

Q. How do I stop using Mobile Banking on my phone?

A. To stop using Mobile Banking on your mobile device, go to Options>Manage Devices.

Q. Which phones can I use for Mobile Banking?

A. Hundreds of phones are supported, including these major brands: iPhone, BlackBerry, HTC, LG, Motorola, Nokia, Pantech, Samsung, Sanyo, and Ericsson. Phones on several different operating systems are also supported, including Android, BlackBerry, iOS, Symbian, Windows Mobile, Linus, Palm webOS, and Maemo.

Q. Which mobile service carriers support Mobile Banking?

A. Mobile Banking works on all major mobile service carriers in the U.S.: AT&T, Sprint, T-Mobile®, U.S. Cellular®, and Verizon Wireless. Mobile Banking also works on a number of the smaller service carriers, including Boost Mobile, Cricket Wireless, Metro PCS, Pioneer Cellular, Union Wireless, and Virgin Mobile USA.

Q. I have a prepaid plan, can I use Mobile Banking?

A. Mobile Banking works with most prepaid plans, but we cannot guarantee that your carrier supports standard U.S. shortcodes. T-Mobile prepaid does not support shortcodes.

Supported Devices and Operating Systems

This is a list of devices and operating systems certified to work with our mobile app. Other devices and operating systems may work even though they are not listed.

Device List

Benefits

• Pay virtually anyone at any time.
• The Bill Payment Center allows you to receive, view, and pay bills from one location. Electronic bills (e-bills) are available.
• Pay date is the day you want the payee to receive payment.
• In most cases, funds are taken out of your account the same day it is credited to the payee.
• Use multiple checking accounts to manage your bills.
• Create sub-categories for your payees to organize your bill payments better.
• Download your bill payment history to Quicken_® software.
• The monthly service fee is dependent on your checking account product.
  
  

How to Enroll

1. While logged into Online Banking in a browser, select “Bill Payment”  from the blue navigation toolbar.
2. Select “Enroll”.
3. Review and “Accept” the terms and conditions.
4. You are now enrolled in Bill Pay.
   - Add bills, set up payments, or select “What Else Can I Do”  to explore other features.

Available Alert Categories

• ATM/Debit Card - Get alerts when ATM/Debit card transactions and changes occur.
• Balance - Low balance alerts can help you avoid overdrafts or maintain balances to qualify for rewards. High-balance alerts can help you identify when you might want to transfer or invest money.
• Certificates - Get alerts when your certificate of deposit is about to mature so you can decide whether to renew or cash out. Also, know when a new CD is funded.
• Loans - Get alerts when a payment is due, past due, has been paid or when any loan activity occurs. Know if you exceed your credit limit.
• Other - Get alerts when something unexpected happens.
• Security - Get alerts if someone changes your information or is trying to get access to your online banking.
• Transaction - Get alerts when deposits, checks, or withdrawals are posted to your account.
• Transfers - Get alerts when large incoming or outgoing transfers are posted to your account.
  
  

How to Enroll

1. While logged into Online Banking, select “Alerts” from the gray navigation toolbar.
2. Select the method(s) you’d like to use to receive alerts. Secure Inbox, Email, and/or Text Message.
   - For email alerts, verify your email address is accurate and/or add a new one. A verification code will be sent to your email inbox.
   - For text alerts, input your Mobile Phone Number. An activation code will be texted to you.
3. Select an alert “Category” to view available options.
4. Within each category, select the alerts you’d like to receive and how you’d like to be notified.
5. Select “Save”.
6. Repeat the process within each category to set up the alerts you’d like to receive.
7. You are now enrolled in Account Alerts.
   - Set “Do Not Disturb” hours in the overview tab.

Frequently Asked Questions

Q. What are Croghan Alerts?
A. They are email, text, and/or push notification updates about your accounts (carrier, message, and data rates may apply).

Q. How many email addresses or mobile numbers can I have my Croghan Alerts sent to?

A. Each user can have one email address and one mobile number set up to receive Croghan Alerts.

Q. What should I do if my email address or mobile number changes?

A. Select the “Croghan Alerts” tab within Online Banking. You’ll see the Croghan Alerts that you’ve signed up to receive. Select “Edit” for each alert to update your email address or mobile number.

Q. When are account alerts delivered?

A. We may send Croghan Alerts multiple times daily to ensure you receive timely information regarding your accounts. Many Croghan Alerts are triggered when a transaction posts to your account; some of your transactions post to your account immediately, while other transactions post once a day. You can expect to receive Croghan Alerts no later than one business day from the triggering event.

Q. Why do my Health Savings and Money Market Accounts show as checking accounts?

A. Since Health Savings and Money Market accounts have check-writing abilities, they are considered checking accounts on our system.

Q. Why did I receive two alerts for the same transaction?

A. You may receive two alerts for the same transaction due to how the transaction posts to your account. One alert is for pre-authorization of the transaction, and the second is when the transaction actually posts to your account. If you have questions regarding a double alert, review your account information through Online or Mobile Banking to verify the transaction was correctly posted to your account.

Q. I paid several bills using Bill Pay, why does my alert text message only show one payment?

A. Text message alerts give a snapshot of account alert information. For this purpose, when payments are made simultaneously, the text message will only reflect one payment – even though the entire amount of all payments was taken from your account. Email alerts contain much more detail, and we suggest you also sign up to receive email alerts for this purpose.

Q. How do I turn off Croghan Alerts?

A. Select the “Croghan Alerts” tab within Online Banking. You’ll see the Croghan Alerts that you’ve signed up to receive. Select “Delete” on the alerts that you wish to turn off.

Q. I signed up for Croghan Alerts but have never received them, why?

A. You may have typed an incorrect email address or phone number at the time of signup. Select the “Croghan Alerts” tab within Online Banking to “Edit” your information.

Q. I stopped receiving my Croghan Alerts, and I’m unsure why?

A. Updates to Croghan Alerts may occur. Due to the update, customers must re-sign up for their Croghan Alerts. You will be notified on our website, croghan.com when updates occur.

Benefits

• Set card controls by location, merchant type, and spending limits.
• View spending insights for a clear picture of when and where your purchases were made.
• Add travel plans so you can use your card worry-free.
• Receive transaction alerts, fight fraud, quickly reach support, and more!

Benefits

• Reduces the risk of identity theft and fraud. 
• No mail delay, eStatements are available sooner.
• Up to 24 months of eStatements are available within Online Banking.
  
  

How to Enroll

1. Log in to Online Banking, and select “Profile” from the grey navigation toolbar.
2. Scroll to the "Electronic Statement" section and select the account(s) you want to enroll in.
3. Review and "Accept" the terms and conditions.
4. You are now enrolled in eStatement.
   - You'll receive an email when your new eStatement is available to view.

Frequently Asked Questions

Q. Will my eStatement look the same as the paper statement I received in the mail?

A. Yes, the PDF eStatement will look the same as your paper statement, and it’s legally acceptable. For recordkeeping purposes, you can save and/or print your eStatements.

Q. My account has multiple account owners, who can enroll or view eStatements?

A. The first three names listed on the account can enroll for eStatements. All account owners will be able to view the eStatements by using their own Online Banking login information.

Q. Are there any computer specifications I’ll need to view my eStatements properly?

A. For the service to work correctly, you must have access to a computer capable of internet access. It is necessary to have a version of Internet Explorer 6.0 or above, or Mozilla Firefox 3.0 or above. Other browsers may still function but are not currently certified with our product. In addition, you must have a valid email account and a version of Adobe Reader 5.0 or above installed on your PC to view the statement. You can download a version of Adobe to your computer at https://get.adobe.com/reader/.

Q. I didn’t receive an email notification, how do I verify that an email address is current?

A. It’s important to keep your email address current. To verify or change your email address, sign in to Online Banking, and select “Profile” on your toolbar. If your email address is current and you do not receive your email notification, please get in touch with us.

Q. Will I receive my eStatement as an email?

A. No, you will receive an email notification when your eStatement is available. Your actual eStatement is accessed through Online Banking.

Q. When prompted to sign up for eStatements, I selected the “Ask Me Later” or “Decline” option. I’m ready to sign up now, how do I get back to the signup screen?

A. While logged into Online Banking, select “Profile” on the toolbar, then scroll to the eStatements section and select “Edit”. Complete the eStatement Enrollment Form.

Q. Can I go back to receiving paper statements?

A. Yes, you can return to receiving paper statements anytime. Please be aware that some of our accounts access a fee for paper statements. Notify us in writing of this request.
Croghan Colonial Bank
323 Croghan Street
Fremont, OH 43420

Q. Are there any security issues I need to be aware of?

A. Make sure you always keep your Online Banking password secure. Make sure you log out of your Online Banking account and close all windows that you’ve opened to display your eStatements before you leave your computer to protect your account information

Q. Can I save and/or print my eStatements?

A. Yes. You can save your eStatements to your computer to print them through a printer connected to your computer.

Frequently Asked Questions

Q. What is Mobile Deposit?

A. The Mobile Deposit feature allows Mobile Banking customers to make a check deposit via the Mobile Banking App by photographing the front and back of the check with their smartphone and submitting that image for deposit to their account.

Q. Do I need to enroll in Mobile Deposit?

A. Customers do not need to enroll to complete a Mobile Deposit. If you are currently a Mobile Banking customer, this additional service will automatically be available to you. If you are not a Mobile Banking customer, download the free Croghan Mobile Banking App from your App Store to get started.

Q. What accounts are eligible to receive Mobile Deposits?

A. You can make a Mobile Deposit to a checking, savings, or money market account.

Q. Is there a fee for Mobile Deposit?

A. There is no additional fee for the Mobile Deposit service.

Q. I can't see the account I wish to deposit to; how can I fix this?

A. Accounts must be selected to access via Mobile Banking. To complete this step, log on to your Online Banking through our website, croghan.com. Select the Profile tab and scroll to the Mobile Banking section; you can then manage your devices and add the accounts you wish to access.

Q. How much can I deposit per day?

A. Your daily limit is $2,500 per customer. If your limit is too restrictive for your regular deposit activity, the limit can be reviewed and adjusted. Contact your local Croghan Office or call our customer service team at 888-276-4426.

Q. How many checks can I deposit per day?

A. Only one check can be deposited at a time. There is no limit to the number of checks you can deposit daily.

Q. How do I sign my checks?

A. Endorsing your checks in this manner helps to protect your money in case the physical check is lost or stolen. The endorsement requirements are as follows:

     For Mobile Deposit / Today's Date
     Croghan Colonial Bank
     Your Signature

Q. How soon can I use the funds I deposited through Mobile Deposit?

A. Typically, 1 to 2 business days after the deposit is submitted. The daily cut-off time is 4:00 p.m. EST.

Q. How can I verify the deposit was received by the Bank?

A. When your deposit is submitted, the status will show as "pending" until the Bank processes it. To check the status in Mobile Banking, select Deposit - Check Deposit History. The status of each mobile deposit item will be available here. When the status shows "accepted," the funds will be available.

Q. How will a Mobile Deposit appear on my statement?

A. The transaction description will read as 'Mobile Deposit.'

Q. What should I do with the check after I mobile deposit it?

A. We recommend you prominently mark the check as "Electronically Deposited" to ensure it is not re-deposited. Once you have confirmed the deposit has been "accepted," securely dispose of the check after 60 days.

Q. Are there certain checks I cannot submit with Mobile Deposit?

A. Yes, ineligible items include Checks not payable to you, Checks drawn on non-US banks, checks that are illegible, substituted checks (as defined by Check 21 guidelines), returned checks, counter checks, traveler's checks, money orders, or checks dated more than six months before the date of deposit.

Q. I keep getting a message that my check image is unclear; what can I do?

A. Here are some tips:

• Flatten folded or crumpled checks before taking the photo.
• Place the check on a solid dark background, take the photo in a well-lit area, and try to get too much of the areas surrounding the check.
• Keep the check within the viewfinder on the camera screen when capturing photos.
• Hold the camera as square to the check as possible to reduce corner-to-corner skew.
• Ensure the entire check image is visible and focused, with no shadows.
• All four corners of the check should be visible.

Q. What happens if I mistakenly deposit a check a second time?

A. Our systems are equipped to alert us when a check is presented as a duplicate. Croghan will reverse your deposit, and a Branch employee will contact you.

Q. If I have a joint check, do I have to deposit it into a joint account?

A. Yes, if you have a check made out to two individuals, the Mobile Deposit must be submitted to an account both individuals own. On joint checks, both individuals must sign the Mobile Deposit check.

Q. Can I deposit a check for someone else?

A. No, you can only deposit checks through your mobile banking app that are made payable to you. 

How to Enroll

1. Enroll or Log in to Online Banking, and select "Bill Payment” from the blue navigation toolbar.
2. From the Bill Payment screen, select "What else can I do?" in the bottom right-hand corner.
3. From the light blue navigation bar, Select "Send Money with Zelle®."
4. Accept Terms and Conditions.
5. Select your U.S. mobile number or email address and deposit your account.

That's it! You're ready to start sending and receiving money with Zelle®.

Frequently Asked Questions

Q. What's an ATM surcharge fee?

A. The owner of an ATM can charge cardholders a user fee. The surcharge fee may be as high as $5! You can use your MoneyPass® card at MoneyPass ATMs to avoid paying that surcharge fee. Please be aware that your card-issuing institution (bank, credit union, or prepaid card issuer) may charge other fees. You may wish to contact your card issuer to determine if you will be charged other fees associated with ATM transactions.

Q. How do I know if I can use my card surcharge-free at MoneyPass ATMs?

A. Your card-issuing bank or institution must participate in the MoneyPass Network for you to have surcharge-free access at MoneyPass ATMs. You may see the MoneyPass logo on your card if it participates. If not, contact your issuing institution to find out if your card can be used surcharge-free at MoneyPass ATMs.

Q. Are there MoneyPass ATMs located outside of the United States?

A. MoneyPass surcharge-free ATMs are only found within the United States and Puerto Rico.

Q. I was charged a fee at an ATM that I believed to be a surcharge-free MoneyPass ATM. What can I do?

A. If you are a MoneyPass cardholder and were charged a fee at a MoneyPass ATM, please get in touch with your card-issuing bank or institution. A phone number should be on the back of your card to contact your issuer. To expedite the process, having the exact address, date, and time of the ATM transaction is helpful – this should all be on the ATM receipt.