FAQs | Katahdin Trust Company (Houlton, ME)

Frequently Asked Questions & Helpful Guides

Don’t see what you’re looking for? Our friendly staff will be glad to help answer any additional questions you may have. Contact us today!

 

Frequently Asked Questions

Helpful Guides

Financial Forms

Need Help With Your Debit Card?

Here's more information that might help you if you're having trouble with your Debit Card. 

Why would my Debit Card be declined?

There are several reasons why your Debit Card might be declined, including:

  • Insufficient funds
  • Exceeded daily transaction limit
  • Used expired card information
  • Entered the wrong PIN
  • Card not activated
  • Detected suspicious activity
  • Damaged card
  • Your billing zip code does not match
  • Blocked country (including online and telephone transactions)

What should I do if my Debit Card is declined but I have money?

Call 1-855-331-3221 and follow the menu prompts to select “report your card lost, stolen, or declined”. We will help identify the reason why your card was declined and help fix any issues. 

If you are enrolled in our mobile banking app, select Cards from the menu, tap on the applicable transaction, and select Show More to view the reason for denial and the originating location. Reasons why your card might be declined are listed above.

What should I do if my Debit Card is stolen or hacked?

Call us right away at 1-855-331-3221. If you are enrolled in our mobile banking app, select Cards from the menu, and change the toggle button next to “Card is ON” under the applicable card to immediately prevent further usage.

What should I do if my Debit Card is lost?

If you are enrolled in our mobile banking app, select Cards from the menu, and change the toggle button next to “Card is ON” under the applicable card to immediately prevent further usage. When you find your card, you can simply turn your card back "on". Or, call 1-855-331-3221 to cancel your card and order a new one.

What should I do if I need help with my Debit Card after hours?

Call 1-800-472-3272, option 2 to contact our after-hours Card Processing Center. NOTE: If your card was declined or blocked, proceed with option 2 to report a lost or stolen card, which includes assistance with declined transactions due to possible card fraud. If your card is being declined for a reason other than possible fraud and you are enrolled in our mobile banking app, you can use the Cards feature to look up your transaction including the reason for denial.

What should I do if my Debit Card is broken or damaged?

Call 1-855-331-3221 or contact your local branch to order a replacement. If you need a card right away, you can pick up a temporary debit card from your local branch for instant access to your account until you receive your permanent card in the mail. Additional fees may apply.

How can I change my debit card PIN?

Call 1-800-992-3808, select ‘Change PIN’ at any Katahdin Trust ATM, or if you are enrolled in our mobile banking app, select Cards from the menu, and then 'Set PIN'.

Can I use my Debit Card internationally?

Yes. Call 1-855-331-3221 and let us know that you plan on traveling out of your normal transaction area, to a foreign country, or making a foreign transaction online.

Can I update my account before I travel?

If you plan on traveling out of your normal transaction area, to a foreign country or are making a foreign transaction online, please contact our Electronic Banking Department to have your account updated. They can be reached at 1-855-331-3221. Having your updated contact information will help ensure we're able to quickly notify you of unusual patterns on your debit card.

Travel Tip: carry more than one form of payment when traveling, such as cash or credit card. This will be helpful in the event that your card is lost or damaged. 

 

General Questions

How do I view my statement online?

Visit KatahdinTrust.com and login to your Online Banking account. Click on the name of your desired account from the Accounts list and click "Documents". Confirm the search criteria displayed is correct and click "Submit". Click the statement you want to view under Available Documents. You'll have access to 18 months of statement history. 

How do I change my contact information?

To ensure we can reach you whenever necessary, please keep us informed of your correct contact information at all times. Visit your online banking profile to verify your information is current and where you can update your email and phone numbers. To update your mailing address, email, or telephone number, please call us at 1-855-331-3221 or contact your local branch today.

Need Help Logging into Personal Online Banking or Mobile App?

Here's more information that might help you if you're having trouble logging in.

How do I find my Username?

Call our local Electronic Banking Department located at the Houlton Operations Center at (207) 521-0455, ext. 12111 or Toll-Free at 1-855-331-3221 Monday to Friday 8am to 5pm and we’ll be happy to provide you with your Username. Your Username may also be referred to as an Access ID or User Code. Do you have the 'Caps Lock' turned on? Be sure you are typing your Username using the correct case and are using no spaces.

How do I get my password if I forgot it?

No problem. You can reset your password online. Enter your User Code (your Username) and we'll email you a temporary password. The next time you login, you'll be prompted to change your password to protect your security. Don't include your username or the word password in your password.

Do you have the 'Caps Lock' turned on? Be sure you're typing your password using the correct case and are not using spaces. Passwords must be between 9 and 17 characters. They must also include at least: one uppercase letter, one lowercase letter, one number, and one special character. For example: Katahd!n2

If you've experienced six consecutive invalid password attempts, your password has become blocked and your password will need to be reset by one of our Representatives. Please call our local Electronic Banking Department located at the Houlton Operations Center at (207) 521-0455, ext. 12111 or Toll-Free at 1-855-331-3221 Monday to Friday 8am to 5pm and we’ll be happy to reset your password for you.

How do I change my username?

Please call our local Electronic Banking Department located at the Houlton Operations Center at (207) 521-0455, ext. 12111 or Toll-Free at 1-855-331-3221 Monday to Friday 8am to 5pm and we’ll be glad to change your Username for you.

How do I change my password?

If you know your current Password, you may change it at any time by clicking on PROFILE from within online banking and then under the PASSWORD section click EDIT. Don't include your username or the word password in your password. Passwords must be between 9 and 17 characters. They must also include at least: one uppercase letter, one lowercase letter, one number, and one special character. For example: Katahd!n2

How do I add or update my phone numbers to receive a one-time passcode?

To update your home or work phone number: login to Online Banking, click Profile, next to Phone click Edit. To update your mobile phone number, click Profile, next to Security Challenge click Edit; or within the mobile app select More, then Manage Two Factor Authentication. You can also call us at (207) 521-0455, ext. 12111, Toll-Free at 1-855-331-3221, or chat with us online for assistance Monday- Friday 8am to 5pm.

The home phone field is required. If you do not have a home phone, you can also enter your mobile phone number or add another number as the home phone to be used with the automated phone call option. For more information, visit our Verification Passcode page.

SAFETY TIP: We will NEVER call, email, or text you asking for the passcode. Never give the code to anyone over the phone or through email. Only enter the code when you are logging in to Katahdin's online or mobile banking system. See additional tips and security information.

How do I enroll in Online or Mobile Banking?

Enroll Today in online banking and complete the First Time Login enrollment form. You can bank on the go from your mobile device with our downloadable Mobile App. Must have at least one checking, savings, CD, or loan account with us to enroll. Check out our Online Education Center to view a demo of these convenient services.

Can I do online banking on my phone? How do I download the app?

Yes, you can! Conveniently monitor your accounts using your mobile phone or tablet - receive alerts, view accounts, pay bills, deposit checks, or transfer funds whenever you need to. Wherever you happen to be. Download the Katahdin Mobile App and use your Online Banking Login info or select Enroll nowCheck out our Online Education Center to view a demo of these convenient services.

 

Need Help Logging into Business Online Banking?

From enrollment and logging in, to processing transactions, our informative guides will help you navigate our system.

How do I find my Username?  

Simply call our local Electronic Banking Department located at the Houlton Operations Center at (207) 521-0455, ext. 12111 or Toll-Free at 1-855-331-3221 Monday to Friday 8am to 5pm and we’ll be happy to help you with your Username.

Do you have the 'Caps Lock' turned on? Be sure you're typing your Username using the correct case and are not using spaces. Your Username may also be referred to as an Access ID,  User Code, or User ID.

How do I get my password if I forgot it?

No problem. Simply click the "Forgot Password/PIN" link on the Business Online Banking login page. When prompted, enter the requested information, click Reset Password or Pin, and we'll email you a temporary password. The next time you log in, you'll be prompted to change your password to protect your security. Don't include your username or the word password in your password.

Do you have the 'Caps Lock' turned on? Be sure you're typing your password using the correct case and are not using spaces. Passwords must be between 9 and 17 characters. They must also include at least: one uppercase letter, one lowercase letter, one number, and one special character. For example: Katahd!n2

If you've experienced six consecutive invalid password attempts, your password will be blocked and will need to be reset by one of our Representatives. Please call our local Electronic Banking Department located at the Houlton Operations Center at (207) 521-0455, ext. 12111 or Toll-Free at 1-855-331-3221 Monday to Fri 8am to 5pm and we’ll be happy to reset it for you.

I can’t remember the answer to my security challenge question.

Answers are not case-sensitive. If you need to reset your questions and answers, please call our local Electronic Banking Department located at the Houlton Operations Center at (207) 521-0455, ext. 12111 or Toll-Free at 1-855-331-3221 Monday to Friday 8am to 5pm and we’ll be happy to help.

My security token is lost or damaged.

No problem. Simply click the "token lost or damaged" link on the Business Online Banking login page. When prompted, enter your Username and Password/PIN (your unique 4 digit PIN you created when setting up your token) and click Begin Verification. Next, select if your token was lost or damaged. You'll receive an email confirmation and we’ll mail you a new token within one business day. If you need immediate assistance, please call our local Electronic Banking Department located at the Houlton Operations Center at (207) 521-0455, ext. 12111 or Toll-Free at 1-855-331-3221 Monday to Friday 8am to 5pm.

How do I change my Username?

Please call our local Electronic Banking Department located at the Houlton Operations Center at (207) 521-0455, ext. 12111 or Toll-Free at 1-855-331-3221 Monday to Friday 8am to 5pm and we’ll be glad to change your Username for you.

How do I change my password?

If you know your current password, you may change it at any time by clicking Password under Profile from within business online banking. Passwords must be between 9 and 17 characters. They must also include at least: one uppercase letter, one lowercase letter, one number, and one special character. Don't include your username or the word password in your password.

How do I change my challenge questions?

It's recommended that you change your security data periodically. You can change your challenge questions by clicking Challenge Questions under Profile from within business online banking.

SAFETY TIP: We'll never ask you to change your private information, and for your security, we'll never change it for you. If you receive an email asking for your financial information, DON'T give out your information.

How do I enroll in Business Online Banking?

Please stop by your local branch or submit your request online to enroll in Business Online Banking. Check out our Online Education Center to view a demo of all the helpful tools and services we have available for your business.

Using Business Online Banking and Bill Pay Tips

Below is helpful information to make your use of Business Online Banking and Bill Pay services as quick and easy as possible.

Home Screen

The home screen provides a summary of your account information.  It's also a multi-tasking center where you can complete common transactions.

At a glance, you'll see if there are any new messages or alerts that have been sent to you. Click on the blue number next to the ALERTS icon to read them.  You can create and edit email or SMS text alerts through MANAGE ALERTS to always be notified of certain actions on your accounts.  Add your email address and/or cell phone number under CONTACT OPTIONS and then select ALERT OPTIONS to create and edit your alert preferences.      

The ACCOUNTS list provides a snapshot of all your accounts along with the current balance. Click RECENT to view the ten most recent transactions without leaving the home screen.  

PAYMENTS & TRANSFERS allow you to quickly review wire, ACH and internal transfers.  

From the home screen you can also conduct:

  • Quick Internal Transfers
  • Launch ACH, ACH Import, Wire and Wire Imports
  • Go to Bill Pay
  • Launch Positive Pay

Accounts

The ACCOUNTS tab provides you with a collective view of your business accounts.  Click on an account for a detailed view of transactions and activity.  

  • View transactions for the current and previous business day
  • View transactions for the current and previous statement period
  • View 18 months of statement history in Documents. Research your account history and filter the list to search for individual transactions; you can also export transaction activity to your desktop
  • View brief summaries of the account's current status; you can also search for specific transactions or images

Payments & Transfers

Make a one-time transfer or schedule a recurring batch.  Internal transfers, ACH, Wire, and Bill Pay are located under the PAYMENTS & TRANSFERS tab.

Our ACH services allow you to process direct deposit of payroll, payments to vendors, business to business payments, Federal and State/local tax payments, and more.  Create templates for repetitive payments or collections, define frequencies for up to a year in advance, and import NACHA or CSV files directly from your accounting system.

Wire transfers are the fastest way for you to move funds across the country or the world.  Unlike ACH, which provides next-day transfer of funds, wire transfers provide same-day, near-immediate transfer of funds.    

Bill Pay services simplify your business by allowing you to set up automatic, or one-time, payments for recurring bills.  No checks to write, no stamps to purchase, and no envelopes to address or mail.  When you schedule a payment, the payment calendar will indicate the earliest available payment date. The payment date you specify is the date the payment will be received by the payee.   

Checks & Deposits

Stop payment, launch eCheck Deposit, or be connected to Positive Pay under CHECKS & DEPOSITS.

Stop payments allow you to prevent a check from being cashed, for example, if it has been lost or stolen.  

Positive Pay is a cash management system available for no monthly fee for enhanced protection against check fraud.  With Positive Pay, Katahdin Trust will only pay on the checks you have authorized. We'll bring any checks to your attention that you have not authorized.  For more information, contact your local branch or email info@katahdintrust.com. 

The Deposit Checks tab takes you to eCheck Deposit, a service designed to make the deposit process more efficient and flexible by allowing you to deposit checks without leaving your office.  For more information, contact your local branch or email info@katahdintrust.com. 

Administration

The Administration tab allows you to control employee profiles and permission settings and add and approve ACH and wire templates.

Add, delete or change employee settings on your own or ask the Electronic Banking team for assistance by emailing info@katahdintrust.com.

Contact Us

We're here to help! Feel free to use our online chat feature, email us at info@katahdintrust.com, or call us at (207) 521-0455, ext. 12111 or Toll-Free 1-855-331-3221, Monday-Friday 8am to 5pm.

 

 

Find Us
Branches & ATMs
Call Us
Talk with a local banker
Email Us
With secure messages
Chat with Us
We are here to help
Back to Top