Support & FAQs

An “ACH transfer” is a fancy word for an electronic transfer. This can be anything from a scheduled transfer from one of your other bank accounts to a recurring debit payment made by your car insurance company. Typically any time you initiate a transaction electronically using your account number and bank routing number, this is considered an ACH (“Automated Clearing House”) transfer.

A wire transfer is another way of sending money electronically and is typically initiated through a financial institution. When initiating a wire transfer, you are asked to provide your account information, as well as, the recipient’s account information (account number, bank routing number, recipient’s address). Wire transfers allow people and businesses to send money in a quick fashion. Unlike other money transfer services that have lower limits, wire transfers allow large sums of money to be sent. A fee may be charged for wire transfers. Consult our current fee schedule for applicable fees.

Avidia Bank’s Internet Banking is an easy way to access eligible accounts and perform banking activities from anywhere using your internet enabled devices.

Safeguarding your new account is very important to us. Gathering this basic information will allow us to better understand your anticipated transaction types. As a result, our systems are able to detect potential fraud and alert you immediately of any drastic account changes. Of course your banking needs may also change over time.

Federal law requires that all financial institutions obtain, verify, and record personal information that identifies each person who opens an account. Answering these additional security questions, such as employment history, also provides an additional layer of security helps protect our customers against identity fraud.

With Internet banking from Avidia Bank you can:

• Check your account activity
• Make loan payments
• Transfer funds
• Pay your bills
• Access bank statements and tax forms

Internet Banking and Bill Pay are free. All you need to do is sign up.

You can download your account activity in .CSV file format which is compatible with Quicken, MS Money, as well as Microsoft Excel and other spreadsheet programs.

Yes you can with our Internet Bill Pay service. This service saves you time and money while making paying your bills easier than ever.

You can set up all your accounts so your monthly statements are sent to you via email and they will also be available in your Avidia Mobile App.

Enrollment is easy. Simply log in to your online banking account on your computer, go to the All menu, choose Settings and select “Document Delivery”. Then, use the drop-down arrow to change to online delivery. You can also opt to receive your notices and year-end tax forms electronically.

Through eStatements, you not only save paper but also get your statements delivered faster.

When your eStatement is ready you will get an instant email notification. This is just another way that Internet Banking is fast, easy and convenient.

Yes. Internet Banking enables you to transfer funds externally to accounts outside Avidia Bank as well as into your Avidia account from other financial institutions.

All our accounts offer Premium Alerts, a service that lets you use emails and text messages to keep close tabs on all kinds of account activity. Set up your alerts through internet or mobile banking.

Common alerts include:

• Card transactions made above a certain dollar threshold
• Card not presented during a transaction
• Out-of-State transaction

Learn more about Premium Alerts

Minimum length is eight characters (Maximum length 32)

• Must be different from the user’s password, even if different cases are used (upper vs. lowercase)
• Must include a combination of the following types of characters: At least two letters – A through Z (uppercase and/or lowercase.) AND at least two numbers – 0 through 9
• Are case sensitive
• May NOT contain any of the following special characters: < > \ |
• Spaces are not allowed

Minimum length is eight characters (Maximum length 32)

• Must be different from the user’s user ID, even if different cases are used (upper vs. lowercase)
• Must include a combination of the following types of characters: At least one letter – A through Z (uppercase and/or lowercase.) AND at least one numbers – 0 through 9
• Password is case sensitive
• May NOT contain any of the following special characters: < > \ ‘ , ` “
• Spaces are not allowed

All you need is an internet enabled device and a browser that meets the following requirements:

Note: Cookies and JavaScript must be enabled.

Avidia Mobile is an easy way to access your Avidia Bank accounts from anywhere, at any time, using your mobile phone.

Avidia Mobile can be used to:

• View your account balances and activity
• Search cleared transactions
• View cleared check images
• ATM locator
• Pay bills
• Deposit checks
• View and track your credit score
• Store and organize receipts electronically
• Instantly access electronic debit card to store in your Apple Wallet

You can access information from any Avidia Bank account that you own and can view through your Internet Banking account. (Internet Banking is needed to access Avidia Mobile.)

Avidia Mobile can be downloaded to your phone as an app or accessed with a mobile internet connection through your web browser. You do not need to worry about carrier or model limitations.

Yes. Developed with some of the foremost banking security companies in the world, Avidia Bank’s Mobile Banking product keeps your personal information safe and secure in the following ways:

• Secure online registration or download from App Store or Google Play
• No storage of personal or sensitive information such as account numbers or passcodes
• Avidia Mobile uses multiple levels of encryption to protect your personal data
• The app identifies your phone each time you conduct a mobile transaction

Avidia Mobile is free although your mobile phone carrier may charge a fee for data access or text messages. Be sure to check with your mobile carrier about any charges you may receive.

There are two easy ways to register for Avidia Bank’s Mobile Banking:

1) Download Avidia Mobile from either the App Store or Google Play

2) If you do not have a smartphone, you can access Avidia Mobile through your phone’s web browser following the instructions below:

• Login to Internet Banking
• In the Financial Center, follow the steps to activate your phone through the Mobile Banking Center
• Once your phone is activated, you will receive a text message with the web link to Avidia Mobile* (web link is mc.avidiabank.com which is only accessible through a mobile phone web browser) Please bookmark this page on your phone for easy, future access.

Once you have downloaded the app or opened Avidia Mobile in your web browser you can now access Avidia Mobile. Log in using your Internet Banking username and password. The first time you use Avidia Mobile, you will be asked a series of questions to verify your identity. Once you are in, you can now perform all the functions available to you. (Please note that you need to enroll in bill pay through Internet Banking to enable this function.)

Yes. Two people can have access to the same joint account number via their individual mobile phones. Both people, however, need to select separate usernames and passcodes to access the app.

Absolutely no personal or sensitive banking information is stored on your phone. Please keep your login information secure. We also recommend that you report the loss of a phone to your mobile carrier and stop service immediately.

No. You only need to report the loss to your mobile carrier and stop service to your phone. If you need to get a new phone, download the app again. You will need to verify your identity after you input your username and password.

In other areas of business, we have calls only going out during certain hours so cardholders aren’t being called after normal waking hours. Emails will be sent 24 hours. Text will be sent from 7:00 a.m. to 10:00 p.m. in the cardholder’s time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the cardholder’s time zone. Texts and voice calls pending from the night before will be triggered the following morning at the applicable time noted above. Agents are available 24/7.

All you need to do is respond back to the SMS text alert with the word STOP. U.S. consumers who have service through AT&T, Verizon, Sprint, and T-Mobile will not be charged message or data rates for our fraud alerts. We absorb that cost for you.

For Canadian consumers, both text and email alerts are available.

These customers have U.S. numbers, but are traveling overseas, possibly on a non-US carrier. We are unable to send text or phone calls internationally, but please make sure your email address is current as we can always email you 24 hours a day 7 days a week.

We have already included you in these enhanced services as part of our fraud protection services

Transactions that we have identified as potential fraud trigger the alerts.

The majority of suspected fraud accounts will be blocked, just as they are today. However, some lower risk items may not be declined.

Yes, though please keep in mind that it could take 5 – 10 minutes for a block to be removed in some situations

Once the alert is updated in our fraud system, you can attempt the transaction again, usually within 5 – 10 minutes of the initial call/text/email to validate activity.

The system will accept many common typo variations of the “yes” or “no” text message response. If the system cannot understand what was typed, it will generate a message to call a representative for help.

No.

Communicate alerts are not configured through a mobile app, but rather through our fraud systems. The standard order of engagement is:

1. Text
2. Voice Call
3. Email

Alerts generated overnight result in an email only until calling and texting hours are available. Text will be sent from 7:00 a.m. to 10:00 p.m. in the cardholder’s time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the cardholder’s time zone.

Communicate actions are triggered by today’s existing fraud alerts through the Falcon system. If a mobile phone is on record, a text alert will be triggered first. All numbers on record that are identified as a mobile phone will be utilized. Communicate has technology that allows it to determine if a phone number is a mobile or land line, so indicators within the processing platform are not required. If we do not receive a response to the text(s), the system sends an automated voice call asking you to confirm if authorizations are valid or unrecognized. If you select “Not Recognized,” the call is transferred to an agent to confirm the fraudulent transaction(s). If there is no response to the text or voice call, an email is sent requesting that you confirm the transactions are valid.

In other areas of business, we have calls only going out during certain hours so cardholders aren’t being called after normal waking hours. Emails will be sent 24 hours. Text will be sent from 7:00 a.m. to 10:00 p.m. in the cardholder’s time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the cardholder’s time zone. Texts and voice calls pending from the night before will be triggered the following morning at the applicable time noted above. Agents are available 24/7.

All you need to do is respond back to the SMS text alert with the word STOP. U.S. consumers who have service through AT&T, Verizon, Sprint, and T-Mobile will not be charged message or data rates for our fraud alerts. We absorb that cost for you!

For Canadian consumers, both text and email alerts are available.

These customers have U.S. numbers, but are traveling overseas, possibly on a non-US carrier. We are unable to send text or phone calls internationally, but please make sure your email address is current as we can always email you 24 hours a day 7 days a week.

We have already included you in these enhanced services as part of our fraud protection services.

Transactions that we have identified as potential fraud trigger the alerts.

The majority of suspected fraud accounts will be blocked, just as they are today. However, some lower risk items may not be declined.

Yes, though please keep in mind that it could take 5 – 10 minutes for a block to be removed in some situations.

Once the alert is updated in our fraud system, you can attempt the transaction again, usually within 5 – 10 minutes of the initial call/text/email to validate activity.

The system will accept many common typo variations of the “yes” or “no” text message response. If the system cannot understand what was typed, it will generate a message to call a representative for help.

No.

Communicate alerts are not configured through a mobile app, but rather through our fraud systems. The standard order of engagement is:

1. Text
2. Voice Call
3. Email

Alerts generated overnight result in an email only until calling and texting hours are available. Text will be sent from 7:00 a.m. to 10:00 p.m. in the cardholder’s time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the cardholder’s time zone.

Communicate actions are triggered by today’s existing fraud alerts through the Falcon system. If a mobile phone is on record, a text alert will be triggered first. All numbers on record that are identified as a mobile phone will be utilized. Communicate has technology that allows it to determine if a phone number is a mobile or land line, so indicators within the processing platform are not required. If we do not receive a response to the text(s), the system sends an automated voice call asking you to confirm if authorizations are valid or unrecognized. If you select “Not Recognized,” the call is transferred to an agent to confirm the fraudulent transaction(s). If there is no response to the text or voice call, an email is sent requesting that you confirm the transactions are valid.