Help Center

Solutions to common Debit Cards, Online Banking, Mobile Banking and Make a Deposit questions.

DEBIT CARDS

  • Q. What should I do if my debit card is lost or stolen?

    A. Please call us at 800.500.1044 immediately.

    Note: A new card will not be automatically ordered for you. You will need to request a new card.

  • Q. Can I order a debit card online?

    A. Yes, for an application, click on Debit Card. A signature is required on this application. It must be printed and mailed in.

    Note: When ordering debit cards online, you will not be able to pick your PIN. Your PIN will be assigned.

  • Q. How do I dispute a transaction?

    A. Visit your nearest branch to file a dispute.

  • Q. How do I activate my new debit card?

    A. Your debit card will arrive with an activation sticker attached (#866-633-5293). You must call the number from your personal phone to activate the card and choose a pin.

ONLINE BANKING

Online Banking Customer Service:Toll Free: 800.414.4177 Middle Georgia: 478.796.6000

  • Q. What accounts can I access with State Bank Online Banking?

    A. With State Bank Online Banking you can get up-to-the minute information on virtually all of your State Bank accounts, including:

    • Checking
    • Savings
    • Money Market Accounts
    • CDs & IRAs
    • Loans
    • Safe Deposit Box
  • Q. Is there a service charge for using State Bank Online Banking?

    A. No, State Bank Online Banking is free for all customers.

  • Q. How do I sign up for online banking?

    A. Please follow these simple steps:

    1. Click here to go to the Online Banking Log-in page
    2. Click on "Enroll" in the upper right corner of the page.
    3. Complete the required fields and click "Continue"
    4. State Bank immediately validates this information
    5. If verified, an email will be sent to your address on file.

      ***Please note that the communication includes a verification link and that you must access this link from the same computer that you used to register and that you must do this within 1 hour of receipt. If you fail to comply you must re-register***

    If you have any questions please contact client care at via email at customerservice@statebt.com or via telephone at 800.414.4177.

  • Q. Can I change my online ID or password?

    A.Yes, under the State Bank and Trust Company Online menu simply click on “Preferences.” On this page, you can control and create items such as:

    • Change your online ID to one of your choice. Please note that your online ID can be 4 to 12 characters in length.
    • Change your password to a new six- to twelve -digit alphanumeric password.
    • Update/enter your e-mail address, and create/answer a unique question in order to use the “password self-reset” tab.

  • Q. What if I forget my online ID or password?

    A. For security purposes, three consecutive invalid login attempts will lock you out of your online account. Please call Client Care Monday – Friday from 8:30 a.m. to 6:00 p.m. to have your account unlocked. You can also use the “password self-reset” feature if you have already filled in the required information under the “Preferences” tab.

  • Q. What types of Internet browsers and operating systems can I use to access my accounts online?

    A. Use one of these supported browsers:

    Use one of these supported operating systems: Windows 7 or Windows 8.
  • Q. What is a cache page?

    A. A cache page is a page you visited most recently that is automatically saved to your hard drive. When you re-access that page, it is retrieved from your hard drive. Retrieval is much quicker than calling the page up fresh from the Internet. However, if the page has been updated on the Internet, you will still be accessing the old page via your hard drive. You will need to clear your cache memory.

  • Q. What are State Bank Online Banking Security Questions?

    A. State Bank Online Banking Security Questions are collected during enrollment and are designed so that the answers are easy for you to remember but difficult for someone other than you to guess. Your security questions will be used periodically as additional authentication when you sign on to Online Banking with your Online ID and Password. When a Security Question is asked, you need to correctly answer the question in order to access your State Bank Online Banking account. We do this to protect your personal information.

  • Q. I have Quicken (or QuickBooks) connected to my bank accounts. I just opened an account with State Bank and want to connect an existing register with my State Bank account. What do I need to do?
  • Q. How do I make a Payment to a State Bank loan account?

    A. To perform a same day payment to a State Bank loan account, click on "Transfers" tab. From this page you need to:

    • Select an account to make the payment from
    • Select the loan account you’d like to pay
    • Enter the amount
    • Schedule the date the payment should be made
    • Payments will be credited to your loan account effective the date submitted. You can also schedule future payments to occur once or on a recurring basis. Same day payments can generally be made between 8:00 am and 10:30 pm EST. Scheduled or recurring transactions can be established at any time.
  • Q. Can I stop or modify my request to transfer funds?

    A. Immediate transfers, once submitted, cannot be modified. One-time scheduled or recurring transfers can be modified or cancelled up until 10:30 pm the day before the transaction is to occur. To do so, click on the “View/Edit Transactions” link under the “Transfers” tab at the top of the page.

  • Q. How do I sign up for Online Bill Pay?

    A. If you are a current State Bank online banking user, simply log into online banking, click the "Bill Pay" tab and follow the prompts. If you are not currently enrolled for either service, submit an online banking enrollment application and apply for both at the same time.

  • Q. Will I see a check number on my account detail for bills paid through State Bank Online Bill Pay?

    A. Yes, check numbers are generated when the bill payment is sent as a paper check. The check number can be obtained after the check payment processes by going to “Payment History” and clicking on “View”. Note that Electronic Bill Payments do not generate check numbers.

  • Q. When does the money to pay bills come out of my account?

    A. For electronic payments, your funds will be deducted the day following your payment request. For payments made anytime over the weekend and before midnight, the money is removed from your account on Monday.

    A. For check payments, the funds will be deducted when the check is presented by the merchant/payee.

  • Q. How do I delete a payee from State Bank Online Bill Pay?

    A. "To delete a Bill Pay payee, access the Bill Pay tab, mouse-over "Payees," and click "View Payees." Within the Payee List, click "Delete" to the right of the payee you wish to delete.

  • Q. How do I know when the payee has received my check?

    A. When funds for a Bill Pay payment are deducted from your account, this is confirmation that the payment has been processed and is on its way to the payee. This is the only confirmation that you will be able to see for these types of payments.
    Electronic bill payments should be received within 2 business days of a payment request. Paper bill payments should be received within 4 business days of a payment request.
    If you have questions regarding a specific payment, please call us at 800.414.4177.

  • Q. How do I know when the payee has received my bill pay?

    Bill payments are sent as a physical check or electronically. If the payment is sent as a physical check you can confirm delivery once it’s deducted from your State Bank account. If it’s sent electronically, please confirm delivery with the payee. Electronic payments are typically received within 2-3 business days. If you have questions regarding a specific payment, please call us at 800.414.4177.

  • Q. What is eStatements?

    A. eStatements is a FREE service to Online Banking customers that allows you to receive an electronic version of your statements or notices (with access to check images), instead of receiving paper statements in the mail.
    If you need a paper copy of your statement or notice, you can print it right from your computer. You can also download your statements for your personal records. By signing up for eStatements you can protect your identity by reducing the possibility of your statements being lost or stolen in the mail.

  • Q. How do I sign up for eStatements?

    A. Simply fill out an eStatements enrollment. Click here to be taken directly to the enrollment page.

  • Q. Is my electronic statement and notice information secure?

    A. Yes, your statements and notices are protected by the same technology that keeps your Online Banking information encrypted and secure. Furthermore, you can reduce the possibility of mail fraud and identity theft by stopping delivery of your paper statements and notices by signing up for eStatements.

  • Q. What accounts are available for eStatements?

    A. Your checking and savings account statements are all available electronically.

  • Q. How long will it take to set up my eStatements?

    A. Once you’ve signed up for eStatements, you will receive an e-mail alerting you when your next statement or notice is available.

  • Q. Can I turn my paper statement and notices back on?

    A. Yes, you can resume paper delivery of your account statements by calling us at 800.414.4177 (Monday - Friday 8:30 am - 6:00 pm) or email us at customer service@statebt.com

  • Q. Will my electronic statements look exactly like your paper versions?

    A. Yes, your electronic statements looks exactly like your paper ones.

  • Q. What format will my electronic statements appear in?

    A. You will also have access to a PDF version of your statement and notices. This document is an exact replica of your paper statements and notices.

  • Q. Will I be able to print my statements and check images?

    A. Yes, once you open your electronic statements you will be able to print them just like you print any document on your computer.

  • Q. How do I save my electronic statements for future reference?

    A. You can save your electronic statements right to your computer as PDF statements. Once the PDF is open, select “File” from the top menu bar and then “Save As”. Be sure to give your document a unique file name so that is easily distinguishable in the future.

  • Q. When will I receive my electronic statement?

    A. Your statement will be available the day after your statement cycles. The “Statement Cycle” date is shown at the top of your account statement.

  • Q. How will I know when a new statement or notice is available?

    A. When a new statement or notice is available, we will send you an e-mail notification.

  • Q. What can I do to notify the bank of my change of address?

    A. There are several ways to notify us of a change in your address. You may visit a State Bank office and notify a client service representative, or you may send us a secure email while you are logged in to Online Banking, or you may send a written request including your signature to State Bank, P.O. Box 4748, Macon, GA 31208.

  • Q. What if I need to change my e-mail address?

    A. In order to continue receiving the e-mail notice that your latest electronic statement is available, you need to notify us of your e-mail address change.
    To update your e-mail address, click on the “Secure Email” tab to send the request or a Client Care Representative at 800.414.4177 (Monday - Friday 8:30 am - 6:00 pm).

  • Q. Who should I contact if I don't receive my electronic statement or notice?

    A. Please call a Client Care Representative at 800.414.4177 (Monday - Friday 8:30 am - 6:00 pm) or email us at customerservice@statebt.com.

  • Q. What is the difference between my Account History in Online Banking and my electronic statement?

    A. Both your Account History page and your electronic statements show your transactions and are free of charge. But, there are some key differences: The Account History page shows all of your transactions for up to 90 days. Additionally, through the search function you have access to 13 months of transaction history. Transaction information is updated as it occurs. Your electronic statement shows the account history for that statement period timeframe.

  • Q. Can I view my statements and notices in Online Banking without signing up for eStatements?

    A. Yes, you can view up to 2 ½ years of statements through State Bank Online Banking (depending on the length of time you’ve been enrolled), however you cannot view all your check images in one place without signing up for eStatements.

  • Q. What is Adobe Reader and why do I need it?

    A. Adobe® Acrobat® ReaderTM is free software used for viewing and printing PDF files. You will need this software installed on your computer in order for your computer to download, display or print your statement and notice images. To download Adobe Acrobat Reader, type get.adobe.com/reader into your address bar.

  • Q. What is Adobe Flash and why do I need it?

    A. Adobe Flash Player is a multimedia platform used for delivering animation and video interactivity to web pages. Two of our new Online Banking features, My Finance and Bank to Bank Transfers, require Adobe Flash. Click here to download and install for PC users and Mac users.

MOBILE BANKING

  • Q. How do I access mobile banking?

    A. For iPhone users, go to the App Store and download the State Bank App. Use your existing State Bank online banking log in and password and begin banking via your smart phone. For Android users, go to the Google Play Store and download the State Bank App. Use your existing State Bank Online Banking log in and password to begin banking via your smart phone.

  • Q. I don’t have a smartphone. Does that mean I cannot use my phone to bank online?

    A. Not at all – you can log on to mobile online banking at http://mobile.statebt.com the browser on your phone.

  • Q. Does Mobile Banking work with all mobile providers?

    A. Yes, Mobile Banking is compatible with all major mobile providers.

  • Q. Do I need to enroll in State Bank Online Banking to use Mobile Banking?

    A. Yes, in order to enroll in Mobile Banking you must first be a State Bank Online Banking customer. If you are not currently enrolled in Online Banking, click on the My Account tab at the top of the page, and select Enroll in Online Banking on the left hand toolbar.

  • Q. What do I need to enroll in Mobile Banking?

    A. Mobile Banking is available to State Bank Online Banking customers with an eligible account. You will also need a mobile phone and plan that allows you to send and receive text messages. State Bank does not charge for Mobile Banking. Message and data rates may apply. These include your wireless carrier’s fees for text messaging.
    Eligible Accounts:

    • Checking
    • Savings
    • Individual Retirement Accounts (IRAs)
    • Certificate of Deposit Accounts (CDs)
    • Money Market Accounts
    • Loans
  • Q. What does it cost to use Mobile Banking?

    A. State Bank does not charge for Mobile Banking. Message and data rates may apply. These include your wireless carrier’s fees for text messaging.

  • Q. Will my personal information be transmitted through Mobile Banking?

    A. No personal information will be exchanged through the text messages you send or receive through Mobile Banking other than your balances or transaction information, depending on the text command sent to State Bank. Instead of your account number, State Bank uses the account nickname you created during Mobile Banking enrollment.

  • Q. Why do I need to create account nicknames?

    A. Your account nickname is an added security feature. You can customize the nickname to include up to 20 alphanumeric characters. Please note that special characters are not allowed. We recommend that you do not use a nickname that contains your full account number.

  • Q. Can I edit the accounts that appear with Mobile Banking?

    A. Yes, you can select the accounts you want to see with Mobile Banking, and exclude those you do not want to see. Go to the Preferences tab in Online Banking and select Update Mobile Settings to customize your Mobile Banking accounts.

  • Q. Can I enroll more than one mobile number on my Mobile Banking account?

    A. No, only one number can be registered; however, you can access mobile banking from multiple devices without registering your phone number.

  • Q. How do I change/remove my mobile number(s)?

    A. Go to the Preferences tab, then Mobile Settings in Online Banking. You will then need to change or remove the mobile number.

  • Q. What happens if my phone is lost or stolen?

    A. If your phone is lost or stolen, you should call your mobile provider to cancel service on the phone. Once you replace the phone, and if you keep the same number, Mobile Banking will continue to work. If you change your number, you will need to enroll your new number.

  • Q. What is SMiShing?

    A. A derivation of phishing, SMiShing is the sending of SMS (text) messages from an unauthorized source to your mobile phone with the intent to collect your personal information. A typical SMiShing message might fraudulently advise you that your debit card has been compromised and that you should call a number to ensure your account’s security. State Bank will never send you a text message requesting that you provide personally identifiable information. SMiShing is easy to avoid if you know what to look for. Any unsolicited text message asking for you to reply with information about yourself or to call and provide such information to a voicemail or live person is inherently suspicious. Delete such messages without replying.

  • Q. What operating systems are supported for Android?

    A. For optimum security and system compatibility, State Bank recommends using Android operating system Gingerbread 2.3.5 or later.

  • Q. Should I be concerned about security with the Android App?

    A. If you are concerned about security on your phone, we recommend downloading the mobile security software app Lookout.

MAKE A DEPOSIT

  • Q. What are the daily limits for Make A Deposit?
    A. The Limits for the Make A Deposit are as follows:
    • Daily limit $5,000 per item per online user ID
    • Daily limit $5,000 per day per online user ID
    • 5 checks per day
    • 25 checks per month
  • Q. Who do I contact if I’m having difficulties making a deposit?

    A. You may contact a State Bank Representative at 1-800-414-4177 or via email at customerservice@statebt.com.

  • Q. What is the cutoff time for Make A Deposit?

    A. Deposits can be made all day. To ensure your deposit is added to your account the next business day, the deposit should be made before 6pm.

  • Q. How do I enroll for Make A Deposit?

    A. You may apply at your local branch or click here to enroll.

  • Q. What devices can I use for Make A Deposit Mobile?

    A. Make a Deposit Mobile works on the Apple iPhone and Android smartphone.