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Mobile & Online Banking FAQs

Online Banking Enrollment


Q. How do I enroll in Rockland Trust Online and Mobile Banking?
A. To enroll for personal online or mobile banking, use a browser and navigate to the RocklandTrust.com homepage, click “Account Logins” and select “Enroll”. You will need to provide the following:
  • Your last name
  • Your Social Security number
  • Your date of birth 
To enroll for business online or mobile banking, using a browser navigate to the RocklandTrust.com homepage, click “Account Logins”, select the “Business Banking” tab and click “Enroll”. You will then be directed to complete and submit a Business Online Banking Enrollment Form.

First-Time User Log In


Q. How do I log in for the first time? 

A. Desktop:
  • From the Account Logins screen on RocklandTrust.com enter your User ID and click “Log In”
  • Do not enter a password; instead, click “I am a new user”
  • Re-Enter your Login ID and click “Submit”
  • Select the delivery method to receive your Secure Access Code (phone call, email, or text if applicable)
  • Enter the six-digit Secure Access Code delivered to you
  • Create and confirm your password
  • A profile screen will appear for your review. You will be required to complete all missing fields and submit to complete your enrollment
  • Review and accept the online banking agreement
Mobile:
  • Click “I am a new user.”
  • Enter your Login ID and click "Submit"
  • Select the delivery method to receive your Secure Access Code (phone call, email, or text if applicable)
  • Enter the six-digit Secure Access Code delivered to you
  • Create and confirm your password
  • A profile screen will appear for your review. You will be required to complete all missing fields and submit to complete your enrollment
  • Review and accept the online banking agreement
Q. What is a Secure Access Code? 

AA Secure Access Code is a one-time use 6 digit security code which provides an extra layer of security and authentication within online banking. 

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 Device” you will not need to enter a secure access code going forward unless your browser or device does not retain cookies from Rockland Trust. 

For help with cookies and registering your device, please visit the "Security & Privacy" tab on our FAQs page.
 
Q. How do I update or add to my Secure Access Code delivery destinations?
A. Log in to online banking, select “Settings”, “Security Preferences”, “Secure Delivery”.
 
Either click the pencil icon to edit an existing delivery method or click on one of the new delivery method icons on the bottom right of the page to add additional delivery methods.

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.

General Online Banking Questions


Q. How do I change my password? 
A. Log in and follow the steps below:
  • Under Settings, click on “Security Preferences”
  • Click on “Change Password”
  • Enter the old password and the new password and click “Change Password” 
Q. How do I change my User ID? 

A. Log in and follow the steps below:

  • Under Settings, click on “Security Preferences”
  • Click on the “Change Login ID” tab
  • Type in your desired new Login ID
  • Click “Save new Login ID”
Q. What if I forgot my current User ID and/or password?
A. If you forgot your User ID:
  • Contact us at 508.732.7072 or visit any Rockland Trust branch location
If you forgot your password: 
  • Click the “Forgot Your Password” link on the online banking log in page or within the mobile banking app
  • Enter your Login ID, and click “Submit”
  • Request a Secure Access Code to be sent via text, phone call or email
  • Enter and confirm your new password
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 log in attempts, for your security you are required to contact us at 508.732.7072 or visit a local branch.
 
Q. How do I update my contact information?
A. Log in and follow the steps below:
  • Under Services, click on “Address Change”
  • You will be able to update your email, phone numbers, home address, and mailing address
  • Click “Submit”
Q. How do I add or delete an account?
A. To add or delete an account please send a secure message via online banking. Click “Messages”, “New Conversation” (the pencil in the blue circle), and then select the “Add An Account” option in the top drop down menu.

Q. How do I add or manage users?
A. Business customers may add and manage users via the Commercial tab. To begin, click “Users”. If you wish to edit, click on the pencil icon or if you wish to add a new user, click “Add User” in the top right hand corner.
 
Q. How do I enroll in and access paperless statements? 

A. Click on “Statements” within online banking and then accept the eStatement Agreement. Once accepted, you will be shown the eStatements online for your eligible account(s) and a new page will open with a rolling 36 months of statements you can view, print, or download.

Q. How do I set up account alerts?
A. Click the “Alerts” tab. There are five types of alerts that you can set up: Security Alerts, Account Alerts, History Alerts, Online Transaction Alerts, and Reminder Alerts.

Q. How will I receive account alerts?
A. You can choose to receive alerts by email, phone call, text, or secure message.
 
Q. Is my online application secure?
A. All aspects of Rockland Trust are incredibly secure thanks to a combination of encryption, firewalls, and third party verification among other security features. Visit our Online Banking Security page to learn more about what we do to protect your information.
 
Q. How do I send a secure message within online banking?
A. Click “Messages” and then “New Conversation” (the pencil in the blue circle). You will be able to send a message and an attachment to a representative for follow-up.
 
Q. Is there a fee for online banking?
A. Online banking is a complimentary service for personal banking accounts. 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. Whom do I call if I need online banking assistance?
A. For personal online banking assistance contact our Customer Information Center at 508.732.7072
For business online banking assistance contact our Customer Information Center at 508.732.7078

General Mobile Banking Questions


Q. How do I download the Rockland Trust 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. 

Q. How do I log in to mobile banking?
A. 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.

Q. How do I enable fingerprint log in?
A. To set up fingerprint log in simply click on the “Touch ID” or “Fingerprint ID” link on the log in screen in the mobile banking app and follow the instructions. 

Q. How do I enable Face ID log in?
A. To set up Face ID log in simply click on the “Face ID” link on the log in screen in the mobile banking app and follow the instructions.

Q. Is there a fee for mobile banking?
A. There is no charge associated with this service for personal accounts. However, there may be charges associated with text messaging and data usage on your phone. Check with your wireless phone carrier for more information.


Mobile Deposit


Q. What are the limits for mobile deposit?
A. Default limits allow you to deposit up to $5,000.00 per day for personal accounts and up to $20,000.00 per day for business accounts. Some exceptions may apply.

Q. Do I need to use a deposit slip?
A. Sending a clear picture of the front and back of the check is all that's needed for the 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 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 has been accepted. 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. When will the funds be available?
A. Generally, funds will be available the next business day if you make your deposit before 7:00 p.m. and it is approved. Deposits that need additional review will be reviewed and approved/declined the following business day. See your account agreement for details. 

Q. How will I know if my deposit is accepted?
A. Once you submit your deposit you will get an email that it has been received. You will then get a follow-up email with a decision whether it has been approved or declined.

Q. What do I do if my deposit isn’t accepted?
A. You will receive an email stating the decline reason and will potentially need to redeposit your item.

Q. Why can’t my administrator or users make check deposits to my business account?
A. In order for users to make a deposit, they must have Deposit Rights to that account.

Mobile Text Banking


Q. How do I enroll in or change my number for text banking?
A. Log in and follow the steps below:
  • Select “Settings”, then “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”
  • Once the above steps have been completed, text us at 226563 and then enter LIST to receive list of commands
Note: Message and data rates may apply

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.

Q. What are the text (SMS) banking shortcut commands?
A. Below is a list of the 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.

Money Transfers


Q. How do I transfer funds between my Rockland Trust accounts?
A. Log in and follow the steps below:
  • Under the "Move My Money" tab, click on “Between Accounts”
  • Enter the fields for From Account, To Account, Amount, and Transfer Date. You may also enter a Memo 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
  • Click “Transfer Funds”
  • A summary of the transaction will be shown. Click “Approve”
  • If you want to save it for later you can click “Draft”
Q. Can I transfer funds to another Rockland Trust account holder?
A. As a personal banking customer, you can use the Friends and Family Transfers feature to transfer funds to another active Rockland Trust Online Banking account holder.  You can do this by clicking "To Someone Else" under the "Move My Money" tab.

Note: Business customers do not have this option.

Q. Can I transfer funds to an account I have at another financial institution?
A. 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 “Link My Outside Account” under the "Move My Money" tab for more information. 

Note: Business customers do not have this option.

Q. How do I set up an external transfer?
A. Log in and follow the steps below:
  • Click “Move My Money”
  • Click “Link My Outside Account”
  • You will need the account and routing number of your other financial institution
  • For security purposes, you should then receive two micro deposits within two to three business days deposited to the external account
  • Once you see that you have received these deposits, go back to "Link My Outside Accounts" under “Move My Money” and under STEP 2 click "Continue" to enter the amounts and activate your external account
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 pending and processed transfers within your "Activity Center".


Bill Pay FAQs


Q. How do I enroll for Bill Pay?
A. Log in and follow the steps below:
  • Click on “Bill Pay” and then "Bill Pay Accounts" and follow the on screen prompts
Q. How do I add a payee to Bill Pay?
A. Log in and follow the steps below:
  • Use the search bar to look up your new payees
  • You will need the bill to add the payee details like account number, address, etc.
  • Once added, select the details and frequency of your payments
Q. How do I add a new checking account to use for bill pay?
A. Log in and follow the steps below:
  • Select “Bill Pay Accounts” from the Bill Pay menu
  • Check off the accounts you wish to use for bill pay
  • Click “Save”
  • Once the page updates, click “Pay Bills”
Q. Can I use bill pay on my mobile device?
A. Yes. Rockland Trust's mobile banking app allows all the same functionality as a desktop for Bill Pay.
 
Q. How do I add a biller?
A. To add a new biller, follow the instructions below:
  1. Click the Pay someone new link.
  2. Select a popular payee or enter the person or business name and click Add. If the business is a biller we have it the system, it will appear in the drop-down menu. These billers require limited information at set up and will ensure the fastest payment processing.
  3. Enter the required information and select Add.
Q. Can I receive alerts to notify me about important account information and activity?
A. Yes, you can be notified based on your unique bill management style. In addition, you can also choose how to receive alerts.

Q. How do I use the alerts feature?
A. To use the alerts, click the More tab on your Bill Pay and click Alert Preferences. Some alerts you cannot turn off as they are needed for security purposes but rows that are not grayed out you can toggle on and off by simply clicking the check box to the right of each row. You can also choose the method of receiving alerts by changing the format at the top of the Alert Preferences box.

Q. What's Multi Pay and Single Pay?
A. These are different layouts for paying your bills. You can simply toggle between the two views by clicking at the top of Bill Pay with which view you want to use.

Multi Pay allows you to pay multiple bills in one step. Simply enter the amount for each bill you want to pay in its respective row and choose the Deliver By date. When finished, click Confirm all payments and every row you filled in will be paid for the amounts and dates you chose.

Single Pay shows your billers individually and you simply click on which biller you want to pay. Once the biller is selected, you fill out all the payment information in the box below. Once filled in, simply click Make payment to schedule the payment. 

Q. Can I modify or cancel a payment?
A. Yes, payments can be modified or cancelled up until the time they are processed.
  1. From the Bill Pay Activity panel, click the payment you want to modify or cancel.
  2. Click the Modify or Cancel payment button.
    Note: If the payment is an auto-pay, then click the Edit just this payment button.
  3. If modifying your payment, make the appropriate changes to your payment and click Modify. If cancelling a payment, continue to step 4.
  4. Click Confirm.
  5. Click Close.

Q. How does the Reports feature work?
A. The Reports feature allows you to do a variety of tasks quickly, such as analyzing spending habits and researching payment dates.

To create a report, follow the instructions below:

  1. Click the Reports link on the Helpful Resources panel in the Bill Pay Carousel.
  2. Click the Create link.
  3. Select your report criteria and click Save.
  4. Click Close. The window closes.
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 Information 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.

Q. I have a question not answered on here, what should I do?
A. On the Bill Pay site, click More on the right hand side and then Help for additional questions.

CardSwap FAQs


Q. What is CardSwap?
A. CardSwap allows you to update the payment information for all your favorite subscriptions and digital services, such as Netflix, Amazon, and Hulu — in one place, at the same time.


Note: None of the listed companies are associated with, sponsor, or endorse this product.

Q. How does CardSwap work?
A. You only need to enter your Rockland Trust Debit Card information once, and provide the login information for your service providers. CardSwap does the rest as the new payment information is automatically applied in real time. It may take up to 24 hours for these updates to be made across some services.
 
Q. Does CardSwap work for both debit cards and credit cards?
A. CardSwap only works for Rockland Trust Debit Cards.
 
Q. Will CardSwap require future upgrades, or have new versions?
A. New businesses are added regularly to CardSwap, but no upgrades are required to use the newly added companies or to update your payment information with those new companies.
 
Q. What do I do if a new business was added that I use?
A. Enter the login credentials for that subscription or digital service and CardSwap will automatically update them with your payment information.
 
Q.How many subscription or digital services are available on CardSwap?
A. There are more than 50 vendors available on CardSwap and more businesses are added regularly.
 
Q. Can Rockland Trust select which businesses are offered through CardSwap?
A. The vendors offered in CardSwap are not configurable—although vendors may be added or removed over time.
 
Q. Does CardSwap work for traditional bill pay or direct billers?
A. No, CardSwap is specifically designed for subscription and digital services only.
 
Q. Is CardSwap secure and compliant?
A. CardSwap is safe and secure and constantly undergoes routine testing. All data is encrypted using hardened systems where sensitive data is only used in memory, and never stored in our own databases.
 
Q. Is the credential validation process automatic?
A. Authentication of some vendors is automatic. For others, it’s handled manually and it may take up to 24 hours for updates to be made across services.
 
Q. Does it matter what browser I use?

A. For the best possible user experience on a desktop or laptop, we recommend using Google Chrome when accessing CardSwap.


Apple Watch FAQs


Q. What do I need to use the Rockland Trust Apple Watch app?
A. To utilize the Rockland Trust Apple Watch app you need to have:
  • An Apple Watch
  • An Apple device
  • The Rockland Trust Mobile Banking app installed on the Apple device that your Apple Watch is linked to
  • Enrolled in Rockland Trust Mobile Banking
Q. How do I download the Rockland Trust Apple Watch app?
A. Before downloading the Rockland Trust Apple Watch app, you need to have the Rockland Trust Mobile Banking app installed on your Apple device. If you have “Automatic App Install” enabled, the Rockland Trust Apple Watch app should automatically install on your Apple Watch.

If you don’t have “Automatic App Install” enabled, you will have to manually download the Rockland Trust Apple Watch app. On your Apple device, open the “Watch” app and scroll to the bottom where it says “Available Apps”. From there, select “Install” to the right of “RT Mobile”.

Note: If you don’t already have the “Watch” app installed, you can download the app from the Apple App Store.

Q. How do I turn on the Apple Watch feature?
A. Log in to Rockland Trust Online or Mobile Banking and under the “Settings” tab, select “Apple Watch”. From that screen, you will be able to turn on access to the Apple Watch.

Q. Do I need to log in?
A. The Rockland Trust Apple Watch app is here to make banking easier for you. This means no logging in necessary, allowing you to quickly see your balances and recent transactions.
 
Q. What can I do with the Rockland Trust Apple Watch app?
A. You can use the Rockland Trust Apple Watch app to review up to 10 accounts and those account balances as well as see the 10 most recent transactions on each account without having to log in to your online or mobile banking.
 
Q. I don't see a transaction I just did, how do I refresh the Rockland Trust Apple Watch app?
A. To refresh an account, select the account you would like to refresh on the home page of the Rockland Trust Apple Watch app. On the recent activity screen, firmly press the screen. A “Refresh” button and a “Cancel” button will appear. Select “Refresh” and your account activity will refresh for you.
 
Q. Can I log in on someone else's Apple Watch?
A. For security reasons, your Apple Watch must be paired with the Apple device that has the mobile banking app with your log in credentials. If you unpair your watch from that Apple device, you will no longer be able to view your account information on your Apple Watch.
 
Q. How can I protect my financial information on the Rockland Trust Apple Watch app?
A. We recommend installing a passcode on your Apple Watch. That way, if your Apple Watch is ever lost, no one will have access to your account balances or transaction history.
 
Q. What if I lose my Apple Watch?
A. If you lose your Apple Watch, log in to your Rockland Trust Online or Mobile Banking and turn off access to the Apple Watch.
 
Q. How do I turn off the Apple Watch feature?
A. Log in to Rockland Trust Online or Mobile Banking and under the “Settings” tab, select “Apple Watch”. From that screen, you will be able to turn off access to the Apple Watch