FAQ's

Banker Questions

Q. How do I open a checking/savings account?

A. Opening a checking account with BankCherokee is easy. Go to our Personal Banking page and click on Checking Accounts or Savings Accounts. From there you can learn about all of our account options.

Q. How do I apply for a loan?

A. We know your time is very valuable, that’s why we make applying for a loan easy. Go to our Personal Banking page and click on Personal Loans or Home Equity Loans. From there you can view our different loan options and fill out an online application. Then, one of our bankers will be in touch to finish the process and make it as easy as possible.

Enhanced Online Security

Q. Where did the password field go?

A. BankCherokee is proud to deliver the highest level of security for our Internet banking customers. We’re adding an additional layer of security to our log in process called Enhanced Online Security. Simply enter your current Access Id and click on Sign In. You will then be asked for your current password and then taken to the enrollment page where you will create a unique pass phrase and answer a few questions.

Q. What is Enhanced Online Security?

A. BankCherokee is proud to deliver the highest level of security for our Internet banking customers. We’re adding an additional layer of security to our log in process called Enhanced Online Security. This helps ensure that your information is secure, protecting you from fraud and identity theft.

Q. How does Enhanced Online Security work?

A. Enhanced Online Security verifies your identity in two ways. Every time you log in to Internet banking, BankCherokee identifies you, and it lets you identify BankCherokee using a secret image and pass phrase.

Q. Why do we need Enhanced Online Security?

A. With Enhanced Online Security, we’re adding another layer of security to protect our customers’ information and their online banking accounts. Enhanced Online Security also guards against ever-increasing e-mail scams called phishing and pharming.

Q. Has my password changed?

A. No. You can still use your current password for logging in to Internet banking.

Q. How do I enroll for Enhanced Online Security?

A. Customers will automatically be prompted to the enrollment screen when they log in to Internet banking.

Q. If someone steals my password, will Enhanced Online Security prevent them from accessing my account?

A. Yes. If an unauthorized person tries to log in to your account from another computer, they will be asked one of your challenge questions.. Without this additional personal information they will not be able to log in to your account.

Q. What keeps someone from stealing my private image and pass phrase?

A. Your private image and pass phrase automatically appear only if you log in from a computer we already recognize as yours. If you log in from a different computer, we will ask one of your challenge questions before showing the image.

Q. How do I know I'm at the valid Internet banking site?

A. Your secret image and text phrase will appear confirming that you're at the BankCherokee legitimate Web site.

Q. How do you know that I'm logging in from my own computer?

A. When you enroll, Enhanced Online Security uses a cookie to identify your computer. Each time you log in, our software identifies your computer, your IP address, and other unique identifiers. The cookie is secure and does not contain any personal information.

Q. If I delete my cookies, will I need to register the computer again?

A. Not necessarily. If you have Adobe® Flash® Player installed on your computer, we may use Flash shared objects to identify your computer in the event that we can't identify your cookies. By using Flash shared objects as a backup method for recognizing you as a valid user, we ensure that your log in experience is as quick and convenient as possible.

Q. Can I access Internet banking from multiple computers?

A. Yes, you can access Internet banking from any number of computers. If you log in from a computer that you haven't used for Internet banking before, you just need to answer one of your challenge questions to verify that it's you. You can register as many PCs as you like.

Q. I share my computer with someone who also uses Internet banking. Can both of us still log in from this computer?

A. Yes. There's no limit to how many people can log in to Internet banking from the same computer. Remember not to share your User ID, Password, or answers to your challenge questions.

Q. Can I change my Enhanced Online Security image, text phrase, and challenge questions?

A. Yes, after logging in, select PERSONAL PROFILE, then CHANGE SECURITY DATA.
SAFETY TIP: Our financial institution will never ask you to change your private information, and we will never change it for you.

Q. Is there a fee for using the service?

A. Enhanced Online Security is free. It's just one more way we're working with you to safeguard your privacy and security.

Enhanced Security Chip Cards

Q. What are Enhanced Security Chip Cards?

A. A chip card - also called a smart card or an EMV card - is a debit card that contains a microprocessor that enhances the security of cards during point-of-sale transactions.

These cards, already is use in much of the world, use a security standard originally developed by Europay, Mastercard and Visa (EMV) as a way to fight card fraud resulting from theft, skimming and counterfeiting. The EMV technology has been adopted by the other major card brands and issuers.

Q. Are chip cards more secure than my current card?

A. Yes. Chip cards add an additional layer of security to the safeguards that already protect your card. Each time you use your chip card, it generates a code that is unique to that transaction. This makes it harder to counterfeit your card or to use it fraudulently for in-store purchases.

Q. When will the change happen?

A. Even though chip cards have started being issued in the U.S. and some merchants have already installed chip-enabled card terminals for payment, the entire conversion process is expected to take a few years to complete. That's why chip cards will continue to have a magnetic stripe on the back. That way, if a merchant's terminal or an ATM is not yet chip-enabled, your transaction can still be processed using the magnetic stripe as it is today.

Q. When will I get my chip card?

A. Chip Debit Cards–You'll begin to see your debit cards replaced with the new chip card beginning later this year, as your current card expires.

There is no need to request a new card. You'll automatically receive your new chip card in the mail before your card's expiration date. There is no extra charge for the new chip card.

If you are planning to travel internationally or have an immediate need for a chip card, please contact us at (651) 225-6299. A fee for early issuance may apply.

Q. How am I protected?

A. All debit and credit cards that we issue come with 'zero liability protection,' so you are not held liable for unauthorized transactions if a card is stolen, lost or fraudulently used at a merchant or online. It is important that you promptly report a lost or stolen card or any suspicious transactions. See the applicable agreement for your account on liability and reporting requirements for unauthorized transactions.

What information is on the chip?

The chip contains information about your account and the card expiration date. It also generates a unique code for every transaction when used with a chip-enabled terminal at the point of sale.

Q. How do I use them?

A. When used at merchants with chip-enabled card terminals it's as easy as:

-Insert the card, face up and chip end first, into the terminal.
-Leave the card in the terminal during the entire transaction.
-Follow the instructions on the screen and either sign or enter your PIN as needed. Be sure to remove your card and take your receipt when the transaction is complete.

For merchants without chip-enabled terminals, you will 'swipe' your card through the terminal, just as you do today.

Q. Can I use my chip card anywhere?

A. Yes. Your chip card can be used virtually anywhere this brand of card is accepted in the U.S. and around the world. If a merchant has a chip-enabled card terminal, you will insert your card during the transaction. In the U.S., you will still be able to 'swipe' your card to make your payment if a merchant has a regular terminal. You will need a PIN to be able to make a transaction at an ATM.

Q. Do I need to sign the back of the card?

A. Yes. You still need to sign the back of your card.

Q. Can I use it to make purchases online or by phone?

A. Yes. You can use your chip card to make these purchases as you do today.

Q. Can I use my card at an ATM?

A. Yes. For ATM transactions, insert your card into terminal and follow the instructions on the screen. Depending on the type of ATM, you might be prompted to re-insert your card. Leave the card in the ATM until the transaction is complete and the card is released, and then remove your card and any money you might have withdrawn.

Q. Will chip cards prevent data breaches?

A. While chip cards won't prevent the types of large-scale data breaches that have hit some merchants, they do make it extremely difficult to produce counterfeit cards from that stolen data.

eStatements

Q. What are eStatements?

A. eStatements are an electronic version of your paper statements. They look just like your paper statements, but you view them online.

Q. Are eStatements safe?

A. Yes. Your eStatement is stored on a secure server and transmitted to your Internet browser using 128-bit encryption. Only you can access your eStatement using your Cherokee Online access ID and password.

Q. I read that using eStatements helps prevent identity theft. Is this true?

A. Because Access Ids, Passwords and our additional level of security are needed to access your eStatement, your information is more secure than it is in your mailbox, where identity thieves can easily grab your paper bank statements. BankCherokee also uses state-of-the-art security measures to ensure that your information is protected online.

Q. Does my eStatement contain the same information as my paper statement?

A. Yes. Your eStatement contains the same information your paper statement does. The eStatement itself is a Portable Document Format (pdf) version of your paper statement and looks exactly like the paper statements you're used to receiving.

Q. Is there a fee for the eStatement service?

A. No. eStatements are a free service from BankCherokee.

Q. Do I have to be an Online Banking user in order to view my statements online via eStatement?

A. Yes, you must sign up for Online Banking in order to receive eStatements.  If you are not signed up for Online Banking please click here to sign up.

Q. What is required to sign up for eStatements?

A. Signing up for eStatements requires enrollment in Cherokee Online. Access to Cherokee Online requires an Internet connection and a browser supporting 128-bit security encryption. Viewing eStatements requires the free Adobe® Acrobat® Reader® software.

Q. What accounts are eligible for eStatements?

A. eStatements are currently available for all BankCherokee checking and savings accounts.

Q. Can I enroll for more than one checking or savings account?

A. eStatements are enrolled on an account-by-account basis. Therefore, you can enroll as many checking and savings accounts as you wish. If you wish to enroll additional accounts after your initial enrollment, simply click on the Enroll in eStatements banner after you’ve signed into your online banking account and follow the instructions.

Q. How do I sign up for eStatements?

A. - Log on to Cherokee Online.
- Click on the Personal Profile link/button.
- Scroll down to the bottom of the page and look for the section entitled eStatement Enrollment.
- Click on the Edit button to enroll.

Q. How will I know a new eStatement is ready to be viewed?

A. Each month, you will receive an e-mail notification from BankCherokee that lets you know your statement is ready. The message will not contain any confidential information, such as your BankCherokee account number. The message will provide a link that will direct you to the “Log In” screen of our Internet Banking service, where you'll use your Access ID and Password to access your account statement.

Q. How do I view eStatements?

A. Log into your online account. Click on the account number for the statement you would like to view. Click on the Documents button. Click on the eStatements link. Now, simply click on the statement you would like to view and it will open up in Adobe Acrobat. It’s that easy!

Q. What is a PDF? Do I need Adobe Acrobat Software to view my eStatements?
How do I get a copy?

A. A PDF is a Portable Document Format and is a standard way to deliver electronic documents on the Internet. Your eStatement will be delivered to you as a PDF document. To read your PDF eStatement document you will need a copy of Adobe Acrobat Reader. If you do not have a copy of Adobe Reader, you can download a copy free of charge from www.adobe.com.

Q. What if I enroll and then decide I want to switch back to paper statements?

A. You can change your mind, and withdraw your consent, at any time. You can withdraw your consent by calling us at 651.225.6299 or by writing to us at: BankCherokee, Attn: Internet Banking, 607 S. Smith Ave. St. Paul, MN 55107. You will not be charged a fee for doing so. When you turn off eStatements, you will automatically begin receiving mailed (paper) statements and legal notices with your next statement cycle.

Q. Why do I have to provide my email address to sign up for eStatements?

A. We will notify you via email when your eStatement is ready to be viewed.

Q. How do I change my e-mail address?

A. Log into your Cherokee Online account. Click on the Personal Profile link. Look for the section entitled E-Mail and click the Edit button. Enter your new e-mail address and Submit.

Q. Will my eStatement be available if for some reason I don't receive my email notification?

A. Yes. Your actual eStatement is independent of your email notification. If you do not receive your email notification, please call us at 651.225.6299, during business hours, and one of our convenience bankers will verify that we have your correct email address.

Q. How long is my eStatement available?

A. You will be able to view your statement for 16 months. Each month your new statement will be added to your available eStatement list, which will accumulate up to a 16-month period. After 16 months, your oldest eStatement will no longer be available online. You will have the ability to save your eStatements to your computer while the eStatement appears in your active eStatement list.

Q. How do I save eStatements to my computer?

A. Once you have opened your eStatement and are viewing it in Adobe Reader, go to the File menu and choose “Save”.  Name the statement file whatever you would like and choose the location you would like to save it to on your computer.  Alternatively, you can just right-click on the date of the statement you want to save and choose “Save Target As” from the pop-up menu, name the statement file whatever you would like and choose the location you would like to save it to on your computer.

Q. I have Windows XP and when I download and try to open my eStatement it says that a preview is not available. Why can’t I see my eStatement?

A. Your computer may not have the correct file type association for Adobe Acrobat Reader.
To correct this: Right-click the eStatement file, a pop-up menu will display. Select Open With from the pop-up menu and then select Choose Program. From the list choose Acrobat Reader and then select the check box that says "Always use the selected program to open this kind of file." After you have done this you should be able to double-click your eStatement file and have it open in Acrobat Reader.

General Questions

Q. I have money in my checking account why didn't my debit card work?

A. BankCherokee's debit cards are serviced by First Data. Although this is a rare occurrence, there may be a delay from the time a deposit is made and when the funds are available for you to use via a debit card.

Q. How do I find the routing number on my check?

A. Your routing number is a nine digit numeric code printed on the bottom of your check.

For Personal accounts the routing number is the first set of nine numbers. On Business accounts it is the second set of nine numbers.

Mobile Banking

Q. Is Mobile Banking Free? 

A. Yes, our Mobile Banking service is free. Our standard fees apply for bill payments and Popmoney person-to-person payments made through Mobile Banking. 

Message and data rates may apply. 

Q. Do I need to be enrolled in Online Banking to use Mobile Banking?

A. Yes. You must be enrolled in Cherokee Online Banking to use mobile banking.

Q. Do I need to sign up for Mobile Banking?

A. You do not need to enroll for Mobile Banking, unless you plan to use the Text Banking option.

Log in to Online Banking, click on “Personal Profile” and go to section entitled “Mobile Banking Profile”. Once enrolled, you will receive a welcome text.

Q. Is there a wait period to use Mobile Banking?

A. There is no wait period.

For the Mobile Banking App: Once you have downloaded and installed the app, simply log in using the same user ID and password used for Online Banking.

For Mobile Browser Banking: From your mobile browser, log in to the mobile browser version of online banking at https://fmm.mbgo.net/096000580/b/ using the same credentials you use for Cherokee Online.

For Text Banking: Log in to Cherokee Online Banking, click on "Personal Profile" and go to the section entitled "Mobile Banking Profile". Once enrolled, you will receive a welcome text.

Q. Do I need a new username or password?

A. No. Use the same Cherokee Online Banking user ID and password. If you change your Online Banking password, the Mobile Banking password will automatically change as well.

Q. How do I install the Smartphone App?

A. The smartphone app can be found by searching your smartphone’s application store, either the Apple App Store, Google Play or Kindle Store. You simply type in “BankCherokee” to find us.

Once downloaded, simply use your Cherokee Online Banking credentials to log in.

Q. What if I lose a mobile device?

A. You can deactivate the device by following these steps:

Log in to Cherokee Online Banking and access Mobile Banking preferences under the Personal Profile link.

Locate the phone number and select the option "Stop using this device for Mobile Banking".

Or call us at 651-225-6299 during regular banking hours.

Q. How do I set up alerts?

A. It's easy. Just log in to Cherokee Online Banking and set your alert preferences under Messages by clicking the "New" link.

Q. Can I add new payees from Mobile Bill Pay?

A. No. To add a new payee to your list, log in to Cherokee Online Banking Bill Pay.

Q. How much transaction history do I have access too?

A. You can view your current and previous statement history via mobile banking.

Mobile Deposit

Q. What dollar limits apply to Mobile Deposit?

A. You may make any number of Mobile Deposits with a limit per check and a daily limit of $1,500.00. Each Mobile Deposit includes one deposited check only.

Q. How should I endorse a Mobile Deposit check?

A. Be sure that the back of the check is endorsed, as usual, and include the words ‘For Mobile Deposit Only’ to identify the check as a Mobile Deposit.

Q. When are funds available from a Mobile Deposit?

A. Funds from Mobile Deposits are generally available on the next business day after it is received, just like any deposit.

If making a deposit prior to the cut-off time (2:30 pm CST) you will see a Pending Transaction credit on your account around or after 3:30 pm CST. You can also check the status of your deposit via mobile banking. Log in to Mobile banking, click on Deposits and then click on View Deposit History

The cut-off time for Mobile Deposit is 2:30 pm CST.

Q. What should I do with the paper check after a deposit?

A. We recommend securely storing the check for 14 business days, then destroying the original paper check.

Q. What types of checks can be deposited?

A. Any check drawn from a U.S. financial institution can be deposited. The following items cannot be deposited:

International checks.
U.S. savings bonds.
Postal money orders.
Third party checks.
Checks payable to customer and another party who is not a joint owner on the account.

Online Banking

Q. How do I enroll in online banking?

A. Enrolling in online banking couldn’t be easier, simply go to our homepage and click on the Enroll button for Cherokee Online located on the left hand side of the screen. Or simply click here and fill out the enrollment form. After you complete the enrollment form you’ll have immediate access to your BankCherokee accounts.

Q. What is Bill Pay, and how does it work?

A. Bill Pay is a feature that allows BankCherokee customers to send payments out either electronically or via U.S mail without the need for postage. It is a great time saver. To see a demo of Cherokee Online Bill Pay click here.

Q. Is there a monthly fee for online banking?

A. No, there is no monthly fee for online banking.

Q. Is there a monthly fee for your online Bill Pay service?

A. No, there is no monthly fee for our online Bill Pay service.

Q. I did a Bill Payment a few days ago and the company says they haven't received it. Why?

A.

You can check the status of your bill payment by logging into your bill payment account and then click on Bill History. From this screen you can locate the payment in question and view the payment details. Or if you'd prefer speaking to someone you can call 1.866.679.3392 between the hours of 6 am to Midnight seven days per week.

Q. How do I login to online banking?

A. The login for Online Banking is located on our homepage in the upper left hand corner. The login is also available on all other pages in the same area.

Q. I am locked out of online banking; how do I get logged in again?

A. Please contact customer service at 651-225-6299, and a bank representative will be able to assist you.

Q. I forgot my password/access ID; how do I get that information?

A. Please contact customer service at 651-225-6299, and a bank representative will be able to assist you.

Q. What is your cut-off time for online banking transactions?

A. To ensure prompt payment of bill pay transactions we have a 3:00 PM CST cut-off. Any transaction requested after the cut-off time will be considered a next day transaction.

Q. I received a red error message on your website that said, "We have detected that JavaScript has been disabled in your browser settings."  What does this mean, and how can I fix it?

A.

Many times this is caused by having the security settings in your browser set too high.

To check for Internet Explorer, go to Tools > Internet Options and click on the Security tab. Click the Default level button.  Click OK.  Close and re-open all Internet Explorer windows.

For Firefox, go to Preferences. Click on the Content icon, then place a check mark in both Enable Java and Enable JavaScript.  Close the window.

For Safari, go to Preferences. Click on the Security icon, then place a check mark in both Enable Java and Enable JavaScript.  Close the window.

Report Lost/Stolen Check Card

Q. What do I do if my check card is lost or stolen?

A.  

Steps to take if your BankCherokee Check Card has been lost or stolen.

Step One – Close your Check Card (see options below)

  • During Normal Banking Hours - (Monday through Friday 8:30 a.m. to 5:00 p.m. and
      Saturday 9:00 a.m. to Noon.)

     Call our Convenience Banking Center: 651-225-6299

  • After Hours

     Call: 1-800-535-8440

Step Two – If you are using the After Hours number, please click here to email us. In your email please say that you reported your card lost or stolen via the After Hours number and provide us with a contact phone number. We will call you during normal banking hours the next business day to further assist you.

Step Three – Do you have other credit cards that were lost or stolen? If so, below are customer service numbers to Visa, MasterCard, Discover and American Express so you can report your card(s) lost or stolen.

• Visa: 1-800-VISA-911 (within the U.S. or Canada)
• MasterCard: 1-800-627-8372 (within the U.S.)
• Discover: 1-800-347-2683 (within the U.S.)
• American Express: 1-800-528-4800 (within the U.S.)

Teller Questions

Q. What are your cut-off times for deposits?

A. We do not have a cut-off time for deposits. We give you same day credit for your deposit right up until closing time. Click here to view our locations and hours.

Wire Transfers

Q. I need to wire money to your bank, what are your wiring instructions?

A.

For Incoming Domestic Wires:

Send to:
BankCherokee
607 S. Smith Ave.
St. Paul, MN 55107

ABA/Routing Number: 096000580

BNF (Beneficiary): Customer's Name and Account Number with BankCherokee.

For Incoming Foreign Wires:

INTERMEDIARY INSTITUTION:

Pacific Coast Bankers' Bank
San Francisco, CA 94104
SWIFT CODE: PCBBUS66
ABA Number: 121042484

ACCOUNT WITH:

BankCherokee
607 S. Smith Ave
Saint Paul, MN 55107
Account Number: 096000580

BENEFICIARY CUSTOMER:

Name: << the beneficiary's name goes here >>
Address (Line 1): << the beneficiary's address goes here>>
Address (Line 2): << the beneficiary's second address line, if any, goes here >>
Account Number: << the beneficiary's account number with BankCherokee>

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