Mobile & Online Banking FAQs

Enrollment and Set-Up


Q. How do I enroll in Rockland Trust Online and Mobile Banking?

A. To sign up for online banking you can enroll directly from our website. To access online banking from your desktop, tablet, or mobile device, you only have to enroll once. This means you can use the same User ID and password to access your online banking account from any device. To enroll you will need to provide the following:
  • Your last name
  • Your Social Security number
  • Your date of birth

To enroll in Business Online Banking you will need to complete and submit our online application.

Once enrolled you can download the Rockland Trust Mobile App available at the Apps Store or at Google Play, or login directly from your desktop using the system User ID that was generated during the enrollment process. 


Q. How do I find the mobile app in the Apple App Store or Google Play?

A. To find our app, search using the term Rockland Trust.

First-Time User Login

Q. How do I login for the first time? 


A . Follow these steps:

  1. After enrollment enter your system generated User ID and click on Log In at RocklandTrust.com or in your mobile app.
  2. Do not enter a password; instead, check off the box that says I am a new user. Click Log In.
  3. Select the delivery method to receive your Secure Access Code (text, phone call, or email if applicable).
  4. Enter your six-digit Secure Access Code.
  5. Create and then confirm your password.
  6. A profile screen will appear for your review. You will be required to enter your mobile phone number and email address to complete your first time enrollment. If you have any other changes you will be able to make them after logging into online banking under Services > Address Change.
  7. Review and accept the online banking agreement.
  8. At this time you will be presented with the option to register your browser. If you register your browser, you may no longer need to obtain a Secure Access Code when logging in from the same computer and browser or mobile device.

Q. What is a Secure Access Code? 


A
. Our Secure Access Code ensures only authorized individuals can access their financial information within our online services, providing you an extra layer of security. This authentication process includes the use of a six-digit security code sent to you by either phone or text message that is generated for a one-time use only.


Q. Do I have to enter a Secure Access Code every time I log in?

A . When you enter your Secure Access Code, we will ask if you would like to register this device. If you select register this device for later use, you may no longer need a Secure Access Code for that device. We recommend selecting this option for your personal devices including your computer, laptop, tablet, and mobile phone on a secure network.

If you do not select this option then you will be required to obtain and enter a Secure Access Code each time you login.

Note : To maintain your device registration, your browser must be configured to accept and retain cookies from Rockland Trust. If your device is set up to regularly delete cookies or has an automated program that does so, you will be prompted to register your device after that deletion occurs. For help with cookies and registering your device, see the question and answer for enabling cookies for your browser.


Q. Should I register my device?

A . If you are using a private computer or mobile device that you will use regularly to access your account, you may want to register your device. However, if you are using a computer or mobile device that you do not use regularly, we recommend for your security that you do not register your device.

If you do not register your device, you will be required to enter a Secure Access Code every time you login.

Note : To maintain your device registration, your browser must be configured to accept and retain cookies from Rockland Trust. If your device is set up to regularly delete cookies or has an automated program that does so, you will be prompted to register your device after that deletion occurs. For help with cookies and registering your device, see the question and answer for enabling cookies for your browser.


Q. How do I login to mobile banking?

A . To access mobile banking, you will need to download the new Rockland Trust Mobile App from the Apple App Store or from Android Google Play. Once the app is downloaded you can use your User ID and password that you use to access online banking.

If you are not a current online or mobile banking user, you will need to enroll by clicking the "Enroll" link at RocklandTrust.com.

Android customers - If you experience issues with installing the new mobile app (unknown Error):

  1. Your Android phone or tablet must be using the Android operating system of 4.0.47 or higher. To check your OS go to Settings > About Phone > System Update.
  2. Uninstall the mobile app.
  3. Restart your phone or tablet.
  4. Download the mobile app again from Google Play.

Security


Q. Do I need to update my browser version?

A . Yes, make sure you're using the most recent versions of your web browser and operating system. Microsoft Internet Explorer® 8 or earlier and Microsoft Windows XP are not supported.​


  • Your Apple phone or tablet must be using Apple iOS 9 or higher. To update your Apple phone or tablet's operating system go to Settings > General > Software Update
  • Your Android phone or tablet must be using the Android operating system 4.0.47 or higher. To check your OS go to Settings > About Phone > System Update
Browser Requirements:

Browser

Operating System

Most Recent Browser Version

Microsoft Internet Explorer ® Please turn off Compatibility Mode
Windows 7 & 8
Windows 10
11
Edge
Mozilla FireFox ® Windows 7 & 8 33
Google Chrome TM Windows 7 & 8 37

Mac Operating System

Mozilla FireFox ® OSx10.6-10.8 33
Safari ® OSx10.8 9
Google Chrome TM OSx x 10.6-10.8 37

Click on the button below to see whether your browser meets the latest security requirements for safe online banking and Internet use.


Q. What do I do if I see the "Unsupported Browser" message when using Internet Explorer to login to online banking?

A . Click on Tools at the top of the Internet Explorer window.


  • Then select Compatibility View Settings in the drop-down list.
  • In the Compatibility View Settings window, if you see RocklandTrust.com in the list below Websites you've added to Compatibility View.
  • Click on RocklanTrust.com in the list, and then click the Remove button.
  • Then click the Close button.
  • Close all of your Internet Explorer windows.
  • Open a new IE browser and you will be able to navigate to the online banking login page without error

Q. How do I change my Secure Access Code delivery destination?


  • Login to online banking, select Settings, Security Preferences, Secure Delivery
  • You can edit or create where you want your preferred contact sent
  • It is important that we have your correct mobile phone, home phone number and email on file so you can receive Secure Access Codes when logging in from an unregistered device or in the event that you need to reset your password or authorize a transaction.

Q. I have been locked out of the system due to entering the wrong User ID or Password too many times. How do I unlock my account?

A . If your account has been locked due to several unsuccessful login attempts, for your security you are required to contact us at 508.732.7072 or toll-free at 800.222.2299 or visit a local branch.


Q. How do I enable Fingerprint Log In?

A . Fingerprint login is only available for users with a fingerprint scanner enabled device. In the event you choose to disable the feature on your mobile device, your account will revert back to requiring a User ID and password.

To set up fingerprint login simply click on the Touch ID or Fingerprint ID link on the login screen in the mobile banking app and follow the instructions.


Q. How do I update my contact information?


  • Go to RocklandTrust.com and log in to online banking
  • Click on Services
  • Click on Address Change
  • You will be able to update your email, phone numbers, home address, and mailing address
  • For assistance please contact us at 508.732.7072

Cookies


Q. How do I set up the Google Chrome browser to accept cookies?

A . To maintain your Rockland Trust Online Banking device registration (and not have to obtain and enter a Secure Access Code every time you login), you must configure your browser to accept and retain cookies.

To accept cookies from Rockland Trust:

  • Click on the menu (three lines) icon at the top right corner of the browser window
  • Select Settings from the drop-down menu
  • Scroll to the bottom of the page and click Show advanced settings
  • In the Privacy section, click Content settings
  • In the Cookies section, select Block sites from setting any data, and then click Manage exceptions
  • In the Hostname Pattern field, type [*.]rocklandtrust.com and select Behavior type Allow
  • Click Done in the Cookie and Site Data Exceptions window, and Done in the Content Settings window

Congratulations! Chrome will now accept cookies. You can register your device!


Q. How do I set up the Microsoft Internet Explorer® browser to accept cookies?

A . To maintain your Rockland Trust Online Banking device registration (and not have to obtain and enter a Secure Access Code every time you login), you must configure your browser to accept and retain cookies.

To accept cookies from Rockland Trust:

  • Click the Tools (gear) icon at the top right corner of the browser
  • Select Internet options from the drop-down menu
  • In the Privacy tab, click Sites
  • In the Address of Website field, type www.rocklandtrust.com, and then click Allow
  • Click OK in the Per Site Privacy Actions window and OK in the Internet Options window

Congratulations! Microsoft Internet Explorer® will now accept cookies. You can register your device!


Q. How do I set up the Mozilla Firefox® browser to Accept Cookies?

A. To maintain your Rockland Trust Online Banking device registration (and not have to obtain and enter a Secure Access Code every time you login), you must configure your browser to accept and retain cookies.

To accept cookies from Rockland Trust:

  • Click the Menu (three lines) icon at the top right corner of the browser
  • Select Options from the drop-down menu
  • In the Privacy tab, select Use custom settings for history from the Firefox drop-down menu
  • Make sure Accept cookies from sites is unchecked, and then click Exceptions
  • In the Address of Website field, type www.rocklandtrust.com, and then click Allow
  • Click Close in the Exceptions window and OK in the Options window

Congratulations! Mozilla Firefox® will now accept cookies. You can register your device!


Q. How do I set up Safari® to Accept Cookies?

A. To maintain your Rockland Trust Online Banking device registration (and not have to obtain and enter a Secure Access Code every time you login), you must configure your browser to accept and retain cookies.

Note: Safari does not provide a way for you to select only certain websites from which to receive cookies.

  • On the toolbar at the top of the screen, click Safari and select Preferences from the drop-down menu
  • Click the Privacy tab and select one of the following options from the Cookies and Website Data section: 
  • Always allow: Accepts cookies from all websites, third-parties, and advertisers
  • Allow from websites I visit: Accepts cookies from the websites you visit, as well as limited third-party cookies
  • Allow from current website only: Accepts cookies only from the websites you visit; no third-party cookies at all
  • Click the Close button to save your settings and exit the Preferences window

Congratulations! Safari® will now accept cookies. You can register your device!


Q. What is a cookie?

A. A computer cookie is a small text file placed on your hard drive by a web server. Cookies help personalize your experience when you use websites. They do this by recording that you've visited the website that gave you the cookie, as well as data about what you did while you were there. When you visit again, the site can use the cookie to "remember" you've been there before and some of what you did. One common example of a website using a cookie to "remember" your activity is an online shopping cart that holds your items while you continue to shop.


Q. What do cookies have to do with my bank account?

A. If you have a private computer or mobile device that you will use regularly to access online banking, you may want to "register your device." This tells our system to remember the device and browser you're using so we can securely identify you.

To maintain your device registration (and not have to obtain and enter a Secure Access Code (SAC) with each login), you must configure your browser to accept and retain cookies from Rockland Trust. If your device is set up to regularly delete cookies or has an automated program that does so, you'll be prompted to register your device after that deletion occurs. You also may be prompted to register your device again if you upgrade your operating system or browser.


Q. Aren't cookies a kind of spyware?

A . No, cookies aren't spyware or viruses. They are also not a program, nor can they run programs. Although disreputable websites can use cookies to track your activity on the web, Rockland Trust uses cookies only for specific purposes that help customize your experience on our website.


Q. How does Rockland Trust use cookies?

A, Rockland Trust uses cookies to personalize your experience on our website. For example, we use cookies to display information about events happening near you based on the closest branch to you. We also use cookies to maintain your online banking session when you've logged in. We use cookies to remember that your particular device and browser are registered with our website, and that you can login with that device and browser combination without needing to enter a single-use Secure Access Code.


Q. Does Rockland Trust use cookies to track my banking activity? ​

A . No. Our cookies do not track your banking activity, nor do they collect any of your personally identifiable information. Please see Rockland Trust's Privacy Policy for our policy regarding the privacy of consumer financial banking services.


Mobile Banking


Q. How do I download a mobile and/or tablet app?

A. To access mobile banking, you will need to download the Rockland Trust Mobile App from the App Store or Google Play.


  • Your Apple phone or tablet must be using Apple iOS 9 or higher. To update your Apple phone or tablet's operating system go to Settings > General > Software Update
  • Your Android phone or tablet must be using the Android operating system of 4.0.47 or higher. To check your OS go to Settings > About Phone > System Update
  • Once the app is downloaded you can use the same User ID and Password that you use to access your online banking account on a desktop computer

If you are not a current online or mobile banking user you will need to enroll by clicking the Enroll link at RocklandTrust.com.


Q . What if I forgot my current User ID and/or Password? 


A.
If you forgot your User ID, please contact us at 508.732.7072 or visit any Rockland Trust branch location.

If you forgot your password:

  • Select the Forgot Your Password link on the online banking login page or within the mobile banking app
  • Enter your Login ID, and press the Submit button
  • Request a Secure Access Code to be sent via text, phone call or email
  • Set your new Password

Q. Can I pay a bill using the Mobile Banking App?

A. Yes, you have the ability to send a payment to a payee that you have already set up; and you can set up a new payee on your mobile device.


Q. How do I know if my transfer was submitted successfully?

A. Once you complete the transfer, a confirmation message displays on the screen. You can also review your pending and processed transfers within your Activity Center.


Q. How much does Rockland Trust Mobile Banking cost?

A. There is no charge associated with this service. However, there may be charges associated with text messaging and data usage on your phone. Check with your wireless phone carrier for more information.


Q. What are some tips to keep my Mobile Banking experience safe?

A. Here are some general best practices for banking on your mobile device:

  • To prevent viruses or other unwanted problems, do not open attachments from unknown or untrustworthy sources
  • Do not install pirated software or software from unknown sources
  • Limit unauthorized access to your cell phone. Do not leave your mobile phone unattended during an open mobile banking session
  • Never save your User ID and Password in the mobile phone, in memos, or anywhere on your device
  • Always remember to log off properly using the Log Off button when you have completed your Mobile Banking activities
  • Be aware of the potential for fraudulent Mobile Banking Apps

Q. What if I lose my mobile phone?

A.
There will be no financial information from Rockland Trust saved on your mobile phone as part of our Mobile Banking service. Do not add your log in credentials to the memo pad or voice record them on your mobile device, as this information could then be obtained by others. We also recommend that you password protect your mobile device if possible.

Mobile Deposit


Q. Do I need to take a photo of both the front and back of the check? 


A.
Yes, the app will prompt you to take a picture of both the front and back of your check. As in any deposit, you will need to endorse the back of the check.


Q. How do I know if the picture of the check is clear enough for deposit?


A. When you submit the check, the app will review your submission. If the picture is not clear enough, you will receive an error message. You will need to re-enter the information and re-capture the images (front and back) to submit the deposit again.


Q. What should I do with the check after I have deposited it through the Mobile Banking App?

A. The app will tell you that the deposit was submitted. However, that doesn't mean that the deposit is complete. We may reject the check based on limit, quality of image, or other reasons that we deem necessary. You should hold on to the check until you see it posted on your statement. If for any reason your check is returned from the processing bank, we will send you an image of the item you initially deposited for verification.


Q. How long does it take to deposit funds and when will the funds be available?

A. Generally, funds will be available the next business day if you make your deposit before 7 p.m. EST. See your account agreement for details.


Q. How will I know if my deposit was accepted?

A. If you make a deposit during a business day before 7 p.m. you will receive an email from us that day letting you know if the deposit was accepted or if there was an issue that may require you to redeposit the check through your phone or at a branch/ATM. If you deposit after 7 p.m. during a business day or anytime on a weekend or holiday, you will receive notification the next business day.


Q. What do I do if my deposit isn't accepted?

A. If there is an issue with your deposit, you will receive an e-mail giving you directions on what to do next.


Q. Do I need to use a deposit slip?

A. No. Sending a clear picture of the front and back of the check is all that's needed for the deposit.


Q. Why can't my administrator or users make check deposits into my business account?

A. In order for users to make a deposit, they must have Deposit Rights to that account. If there is an issue with your deposit, you will receive an e-mail giving you directions on what to do next.


Mobile Text Banking


Q. How do I enroll in text banking?


A. Log into online banking and follow the steps below:

  • Select Settings, Text Enrollment
  • Slide the button to On to enable Text Banking
  • Enter a SMS text number
  • Agree to the Terms and Conditions and click Save (you will then receive a text message confirming enrollment)
  • Click Visit Preferences. For each account, enter your account nickname (four digit name) and viewing order (1, 2, 3) and click the Enabled check box
  • Click Submit button
  • Once the above steps have been completed, text us at 226563 and then enter LIST to receive list of commands
  • Message and data rates may apply


Text (SMS) Banking Shortcut Commands:


BAL or BAL + account nickname:  Get account balance.
HIST + account nickname:  Get account history.
XFER + from account nickname + to account nickname + amount: Transfer funds between accounts.
LIST: Receive a list of all commands.
HELP: Receive website and phone number for help with text banking.
STOP: Stop all text messages to the mobile device.


Q. What should I do if I get a new phone number?

A. Follow the steps below to change your phone number for text banking:

  • Under Settings, click on Text Banking
  • Enter your cell phone number in the SMS Text Number box and agree to the Terms and Conditions
  • Click Submit to save changes.

Q. Does text banking work with my prepaid services plan?

A. You can use any phone that accepts SMS texts. Message and data rates may apply.


    Money Transfers


    Q. Can I transfer funds to another Rockland Trust account holder?

    A. Yes. As a personal banking customer, you can use the Friends and Family Transfers feature, you can transfer funds to another active Rockland Trust Online Banking account holder. 

    Business customers do not have this option.


    Q. Can I transfer funds to an account I have at another financial institution?

    A.
    Yes. As a personal banking customer, you can transfer money between your Rockland Trust checking and savings accounts and accounts you may have at other financial institutions. To learn more about transferring funds to your account at another financial institution, click on the Manage External Accounts feature in Online Banking. 

    Business accounts do not have this option.


    Q. How do I set up an external transfer? 

    • Click on Transactions
    • Click on Link External Account
    • You will need your account and routing numbers from your other financial institution
    • These numbers can be located toward the bottom of a paper check and Click Continue
    • For security purposes, you will be asked to verify your ownership of the external account via two small micro deposits made to your account
    • You should then receive micro deposits in two to three business days deposited to the external account to show the process has been initialized
    • Once you see that you have received these deposits, go back to "Link External Accounts" under "Transactions" and under STEP 2 click the blue link to enter the amounts and activate your external account

    Q. How do I transfer funds between my Rockland Trust accounts?

    A. To make transfers between accounts follow the steps below.

    • Under Transactions click on Transfer Funds
    • Enter the fields for From Account , To Account , Date and Amount . You may also enter a description for your reference
    • Choose whether it is a One-Time or a Recurring transfer. If it is a Recurring transfer, enter the details of how the transaction is to occur
    • Once finished click Submit
    • A summary of the transaction will be shown. Click Approve
    • If you want to save it for later you can click on Draft


    General Online Banking Questions


    Q. Will I be able to send secure messages within online banking?

    A. Yes. Once you are logged in, you will be able to send a message and an attachment to a representative for follow-up.


    Q. How do I change my password?

    A.
    Log in and follow the steps below.

    • Under Settings, click on Security Preferences
    • Click on the Change Password
    • Enter the old password and the new password as noted and click on Change Password 

    Q. How do I change my User ID?

    A. Log in and follow the steps below.

    1. Under Settings , click on Security Preferences.
    2. Click on the Change Login ID tab.
    3. Type in your desired new Login ID.
    4. Click on Submit.


    Q. What are the minimum browser recommendations?

    A.
    Click on the button to see whether your browser meets the latest security requirements for safe Online Banking and Internet use.


    Q. How do I enroll in paperless statements?

    A. Click on Statements within online banking and then accept the E-Statement Disclosure. Once accepted you will be shown the e-statements online for your account(s).

    Note: Access to enrollment and viewing of your statements are not available on mobile devices.


    Q. How do I access my paperless statements?

    A. Click on the Transactions tab within Online Banking and then click Statements. A new page opens with the statement(s) you wish to view, print or download.


    Q. How long are paperless statements available?

    A. Statements will be available for a rolling three years.


    Q. How do I find my way through the online banking system?

    A.
    The new Rockland Trust online banking platform is organized into 3 main sections:

    Transactions: to transfer money, pay bills, use the activity center, and view statements

     


    Services: to order checks, stop payments, and make address changes

     


    Settings: to update your account preferences, alerts, text enrollment, themes, and security settings including login ID, password, Secure Access Code delivery, and Fingerprint Login.



    Q. How do I hide an account?

    A.
    You cannot hide an account. You are able to order the accounts based on your priority. If you wish not to view an account, please send a message with the account you wish to have removed from view.


    Q. How do I add or delete an account?

    A.
    To add or delete an account please contact the Customer Service Center via secure message in online banking.
    Q. How do I add or manage users?

    A.
    Business customers may add and manage users via the Commercial tab. Review the Adding and Managing Users Reference Guide for more information.


    Q. What type of alerts can I set up? 


    A.
    You can set up date reminders, balance notifications, transaction alerts, and security alerts. Click to learn more about alerts


    Q. How do I set up account alerts?

    A. Log in to your online banking account and click to open the Alerts page under the Settings section. There are four types of alerts that you can set up; general account, date, history, and transaction alerts. There are additional alerts specific to the security of your login information located under Settings, Alerts tab.


    Q. How will I receive my account alerts?

    A. You can choose to receive alerts by email, phone notification, text, or secure message.


    Bill Pay FAQs


    Q. How do I add a new checking account to use for Bill Pay?

    A.
    Follow these steps to add a new funding account to Bill Pay.

    1. Sign into online or mobile banking.
    2. Select Bill Pay Settings from the Transactions menu.
    3. Check off the accounts you wish to use for Bill Pay.
    4. Click Submit.
    5. Once the page updates and returns you to the account overview, click Pay Bills.


    Q. How do I change the default payment account for Bill Pay?

    A. Once you access Bill Pay, follow these steps to change the default funding account.

    1. Click Administration from the top menu.
    2. Click Change under the Default Account column next to the account you wish to make default.
    3. Click OK to acknowledge that this change will only apply to scheduled (not yet being processed) and future payments.

    Q. How do I edit or cancel a payment, I previously scheduled?

    A. Once you access Bill Pay, follow these steps to cancel a previously scheduled payment.

    1. Locate the payment in the list of pending payments on the right side of the page.
    2. To edit, click Edit make any necessary changes and click Save Changes.
    3. To cancel, click Cancel and then cancel payment in the confirmation window.
    4. If these options are not available, then we have already begun to process this payment and it cannot be edited or canceled.

    Q. How do I set up a payee for auto-pay?


    A.
    Once you access Bill Pay, follow these steps to set up auto-pay.

    1. Click Auto-pay below the desired payee.
    2. Select pay automatically at regular intervals.
    3. Select the funding account.
    4. Enter the amount.
    5. Select the frequency.
    6. Enter the deliver by date for the first payment.
    7. Select to continue payments indefinitely or enter a desired end date or number of instances.
    8. Click Save changes.

    Q. How do I cancel or change an auto-pay?


    A.
    Once you access Bill Pay, follow these steps to cancel or change Auto-pay

    1. Click Auto-pay under the desired payee.
    2. Select Pay manually (turn off auto-pay)
    3. Click Save changes. This has canceled auto-pay for this payee
    4. If you would like to set up auto-pay once again, click Bills & Payments from the top menu and follow the instructions above for setting up a payee for auto-pay.

    Q. How do I delete a payee from Bill Pay?

    A. Once you access Bill Pay, follow these steps to delete a payee from online bill pay.

    1. Click the name of the payee to be deleted.
    2. When the tab opens, click View/change payee details.
    3. To the right side of the screen- click delete payee.
    4. Verify this is the payee to be deleted and click delete payee.
    5. Be certain your screen says the following payee has been successfully deleted.

    Q. How do I stop receiving email notifications that payments have been scheduled?

    A. Once you access Bill Pay, follow these steps to change your alert options.

    1. On the right side of the page, below the lists of pending and processed payments, there is a list of other tasks.
    2. Click Alert Preferences.
    3. Click Payments, E-Bills, Security and/or Funding Account to see which alerts are available in each category.
    4. Check or un-check any options to receive text or e-mail alerts. Some alerts are required and cannot be unchecked.
    5. Once finished, click Save changes.

    Q. Can I use Bill Pay on my mobile device?

    A. Yes! Rockland Trust's mobile banking app allows a user to make payments to previously entered payees and allows you set up new payees on your device.


    Q. My payment was not received by the payee? How do I get credit for it?

    A. If a payment was not received by a payee, please call our Customer Service Center at 508.732.7072 so we can assist you. So we can best research the payment, please have as much information regarding the payment available as possible, including contact information for the payee.