Online Banking FAQs

Getting Started

What do I need to start using internet banking?

First, set up a temporary password with your Customer Service Representative, or call 1-800-267-3610 during regular business hours to request one.  If you are a Telebanc user, you may use your current Telebanc password as your eBanc temporary password.

You will also need to know one of your account numbers.  It can be a checking, savings, certificate of deposit, or loan account number.  This number will be your eBanc "Access ID"when you sign in as a First Time User.

Minimum Requirements:

  • Browser
  • Apple Safari 4.0, 5.0, 5.1 or 6.0 
  • Google Chrome 
  • Microsoft Internet Explorer 9, 10, or 11
  • Mozilla Firefox 
  • Opera

Some online banking features may not be available with earlier browser versions.

For best results, your screen resolution should be set to 800 x 600 Resolution.

Internet Explorer 11 Customers: If you are having issues when logging in to eBanc you may need to add the eBanc Log In webpage to your “Compatibility View Settings”.
1) Go to eBanc log in screen; 
2) Click “Tools” from the browser menu, then click “Compatibility View Settings”; 
3) Add this website: then click “Add”.
If you still have issues logging in, please use a different browser or call us at 1-800-267-3610 for assistance.

Is internet banking with eBanc secure?

The server that stores your Baylake Bank account information uses Secure Sockets Layer protocol (SSL).  This security encrypts the data sent making it difficult to see your information.  In other words, your information is sent in a scrambled format.   To ensure that the information is being sent from a secure server, the address will start with https://  rather than http:// and you will notice that you are receiving the information from an SSL server securely if you see a closed padlock at the top of your screen like this: 

Using 128-bit encryption technology scrambling your information, it would take a computer dedicated to doing nothing else many years to unscramble.  We require that Internet Explorer browsers use the 128-bit high encryption pack option for the strongest security available.Internet Explorer High Encryption Pack is available for download now. 

I'm a current eBanc user. Why can't I log in?

eBanc requires that your computer's browser utilize 128-bit encryption for your security, and the connection will be automatic within the United States.  However, the connection will not be automatic outside of the U.S.; Internet Explorer will need the 128-bit high encryption pack option for the strongest security available. Internet Explorer High Encryption Pack is available for download now. 

The security feature for eBanc ensures that you are only one who knows your password.  eBanc will consider you a "First Time User" until you go through the process of changing your password at least once. If you have an old bookmark or "favorites" link to access eBanc, you will need to update your eBanc link.  Enter through the "Log In eBanc" button to the left or click here now.

Your Access ID is case sensitive.  If you used any capital letters in setting up your Access ID, you must capitalize those same letters every time you enter your Access ID.   If you are entering the right Access ID and Password and you're still not able to access eBanc, check if your Caps Lock button is activated.

What is my Access ID?

As a "First Time User", your Access ID will be any one of your account numbers.  After you successfully Log In the first time, you will be prompted to change your password.  At that time you may choose a personalized Access ID, using at least six (6) letters and/or numbers.  The Access ID is case sensitive.  If you use letters in your Access ID, you must remember which letters are capitalized and which letters are not capitalized.

You will be required to change your password, but changing your Access ID is optional.  If you do not choose to enter a new Access ID when you are prompted to change your password, your Access ID will continue to be the account number that you used to Log In for the first time.

I'm a First Time User of eBanc. How do I start?

Before you begin, read the Disclosures and Agreement.  There is also a Disclosures and Agreement button at the bottom of each eBanc webpage for your reference.  To access internet banking, click on the Log In eBanc button found on the Baylake Bank homepage or throughout this website.

You will then see a "First Time Users" button for you to use.  Complete the information as requested on the screen:

Access ID: This is one of your account numbers. You can choose to use your checking, savings, certificate of deposit, or loan account number.
Account Type:  Indicate the type of account that you're using as your Access ID.  If you entered your checking account number in the Access ID, then select "Checking".
Password Enter the temporary password you requested from your Customer Service Representative.  If you are a current Telebanc user, you may use that number as your temporary password to Log In as a First Time User.

After choosing "Submit", you will then be asked to change your password.  The bank will not know the password you choose, so you must carefully protect and remember it. 

You may choose to change your Access ID at this time.  Joint account owners will be required to have different Access IDs.  Letters or numbers are allowed and a combination of both is encouraged.   However, because characters are case sensitive, you must use the same capitalization each time.  (Check if your "Caps Lock" button is activated or not!)

After this first time Log In to eBanc, you will simply Log In using your Access ID and your new password.

I have a joint account. How do I access my account?

Each customer needs to sign on to eBanc with their own Password and Access ID.    If one signer on the account has already accessed eBanc using the "First Time User" button, their Access ID (account number) is assigned to that password.   If an Access ID is already in use or has been chosen by another Baylake Bank customer, you will be prompted to choose a new Access ID.

After I log on to eBanc, what should I do first?

Welcome! Once you're logged in to your accounts, there isn't any right or wrong thing to do first.  The "Preferences" button makes it very easy to change your password, and we encourage you to make a habit of changing it often for your own security. 

Once you are logged in, the screen will display "My Accounts" with a listing of your accounts.  You can view each of them in more detail by clicking on the corresponding account number.   Clicking on an account number will bring the "Balances" screen.  Just click on the other available buttons to see the different types of information now available to you.

One of the choices to log on the Account Type is Certificate. What is that? How do I log on using my Certificate of Deposit as my account type?

Certificate means Certificate of Deposit.  You can log in using your Certificate of Deposit number by choosing this account type.

Should I register my personal computer?

You will be asked whether you are using a Personal Computer or Public Computer. Choosing a Personal Computer will make it a Registered Computer. Do not select this option if the public has access to the computer. By using a Registered Computer, Baylake Bank will be able to verify you automatically, and will not need to ask Challenge Questions.

Registered Personal Computers: If your personal computer is registered, the next time you Log In to eBanc, you will: 
1. Enter your Access ID
2. Verify the address bar has turned GREEN:
If yes, enter your Password
If the address bar is not GREEN, DO NOT enter your Password. Contact us for assistance.

Public Computers: You should not register computers that are not yours. You will be asked to answer one of your Challenge Questions, so we can be sure that it is really you who wants to access your accounts. When you Log In to eBanc on a public computer: 

1. Enter your Access ID
2. A Challenge Question will appear. Answer it exactly.
3. Verify the address bar has turned GREEN. 
If yes, enter your Password
If not, DO NOT enter your Password and contact us for assistance.

Can I register more than one Personal Computer?

Yes, you may register all of your personal computers. For your protection, do not register public computers.

Can I register a personal computer that I share with someone else who may also use eBanc?

Yes, each of you will identified independently. We will be able to identify who each of you are based on your User ID and the cookie placed on your personal computer at registration..

User Information

What should I do if I forget my password?

Go to the Log In screen for eBanc for a link that says "Forgot Password?" Enter the information requested to have your password sent via email. For your security, remember to change your password regularly by clicking on the "Preferences" button and selecting the Password option.. 

If you need assistance, contact your Personal Banker or call 1-800-267-3610 to receive a new temporary password. 

When do my banking transactions appear on eBanc?

You are able to view your financial information "live".  Any electronic items, including ATM orcheck card transactions, or in person transactions will appear immediately by clicking "Transactions" then select "Current Business Day".  

"Current Business Day" transactions are pending transactions.  Deposits made at one of our Baylake Bank Financial Centers, ACH, check card, and ATM card transactions make up the majority of these entries.

It is important to note that these transactions reflect certain types of account activity and, may or may not, be posted to your account at the end of the business day. For example, if you purchase an item from a merchant using your check card, a verification transaction is sent to your account to see if you have enough money for the purchase. This verification appears as a pending transaction until the end of the business day. Another transaction is sent to your account when the merchant processes the actual purchase. In some cases, the verification and the actual transaction will appear as pending transactions on the same day. Only one of these will post to your account. 

Furthermore, merchants are not consistent in the way they send verification transactions to your accounts. Some will verify for the exact dollar amount of the purchase while others will round up to the nearest dollar or five-dollar increment. Some restaurants, for example, will add 15% to the verification amount to cover an expected tip. This amount is for verification only and should not be written down in your ledger as the actual transaction amount.

What are "Memo Posted Debits on my business account"?

When you write out checks that are cashed by others who do not bank with Baylake Bank, the total amount of those checks will appear in a group as "Memo Posted Debits".  As Baylake Bank pays them, they will appear under your "Current Statement" as individual checks and their corresponding amounts.

Transactions that we receive, but have not been run through the bank yet, are listed in a group as "Memo Posted Debits".  This is found in the "Current Business Day" section of the transaction menu.   This is the most up-to-the-second balance of your account.

How can I be certain that a transfer I set up will happen?

One time transfer. You can rest assured when you receive a Confirmation Number that your "One Time Transfer"  occurred.  We recommend that you print the page with your Confirmation Number on it.  (Write down the Confirmation Number and transfer information if printing is not possible.)  If you have any questions about this transaction, we will need this Confirmation Number in order to help you.

You will be able to view the transfers by choosing the "Transactions" button for each of the saving or deposit accounts and looking at the "Current Business Day".  A transfer made from a deposit account will appear immediately, however the payment made to a loan account or Personal Reserve Account (PRA) will appear only after the nightly bank processing update.

New Scheduled Transfers.  The details of your transfers that were set up using the "New Scheduled Transfer" button will appear by choosing the "Transfer" button under the account the transfer will be coming from.

How do I cancel a one-time transfer?

One time transfers are "real time" meaning once you submit your transfer request, it affects the balance. To "undo" the transfer, you have to reverse the transfer.  That is, to "reverse" a transfer you just made of $100.00 from your checking account to your savings account, you would now need to transfer the same amount of $100.00 from your savings account back to your checking account.  (Note the special rules for savings account allow for a total of six withdrawals each month without charge by the bank.)

How do I cancel a scheduled transfer?

Scheduled transfers are not "real time", that is, they go into effect during the nightly banking update. So, if a transfer is scheduled for the current business day, you can still change it before the update. Turning the scheduled number to zero will cancel any transfer. 

View your scheduled transfers to be held in the future on each account using the "Transfer" button.  To modify a transfer, click on the link to the account you wish to change.   It will open the transfer details you had set up.  To cancel the scheduled transfer, change the remaining transfers to zero, or make other changes you wish.   Choose "Update Transfer Information". 

When I get large amounts in my accounts, why can't I see all the numbers?

For best viewing, your screen resolution should be set to 800 x 600. 

How can I see my Home Equityline?

Home Equityline account activity is available through eBanc with the rest of your accounts.  If you cannot view your Home Equityline, contact Loan Accounting at 743-5551 or 1 (800) 267-3610, Monday - Friday 9:00 a.m. - 4:30 p.m. to have it added to your eBanc service.

Why can't I see my spouse's account?

Your password allows you access to the accounts which you are an owner or signer.  If you are not able to view an account which you believe you should be able to see, contact Baylake Bank's processing department at 920-743-5551 or 1 (800) 267-3610 for assistance Monday -Friday 9:00 a.m. - 4:30 p.m.

If you are not an owner or signer on an account, you will not be given access to that account.  For example, if your spouse holds an account in his or her own name, you will not be able to view it in your household accounts.

Can I use eBanc with Quicken®, Quickbooks® or Microsoft Money®?

You can export your checking and savings account transaction information from eBanc.  First select the account from which you wish to export the information.  From the "Transactions" drop down menu, select "Export Transactions ". 

You will be able to select the format that your Personal Financial Management software accepts: 

  • Comma Separated File (.CSV)
  • Intuit Quicken (.QIF)
  • Microsoft Money (.OFX)
  • Intuit Quickbooks (.IIF)
  • Intuit Quicken (.QFX) - for Quicken versions 2005 or later
  • Intuit Quickbooks (.QBO) - for Quickbooks versions 2005 or later

When you are using your financial software, Quicken® or Microsoft Money®, for example, you can use their import function to bring in the eBanc information file that was exported. 

I have registered my personal computer as a Registered Computer so I do not need to answer the Challenge Questions during log in. However, that computer is still presenting the Challenge Questions.

There is a file on your computer that is preventing eBanc from registering your computer. Search your computer for file called Passmark.sol and delete it. The next time you register your computer eBanc will recognize your computer as a personal computer instead of a public computer.

Internet Explorer 11 customers may have an issue when logging in to eBanc. You may need to add the eBanc Log In webpage to your “Compatibility View Settings”.

1) Go to eBanc log in screen;
2) Click “Tools” from the browser menu, then click “Compatibility View Settings”;
3) Add this website: then click “Add”.

If you still have issues logging in, please use a different browser or call us at 1-800-267-3610 for assistance.