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

My debit card is missing, stolen or declined. What do I do?

If you need to report a lost or stolen card, if you see a transaction on your account you didn’t make, or if your card was declined although you have sufficient funds, please give us a call right away. If you already have the CardValet App, you can temporarily turn "off" your debit card the moment you realize your card is lost or stolen. When you find your card, you can simply turn your card back "on".

1-855-331-3221 or (207) 521-3221 Mon-Fri 8am-5pm (ET), option 3

1-800-472-3272 after hours, option 2

What happens if fraud is detected on my debit card?

As part of our commitment to protecting your financial information and to help reduce card-related fraud, we monitor your debit card usage for any unusual activity. You'll receive an automated phone call if unusual activity is detected on your card. If you can't be reached by phone and transactions are being questioned, your card may be temporarily blocked for your protection. If this has happened, please call 1-855-331-3221 Mon-Fri 8am-5pm, option 3 or after hours call 1-800-472-3272, option 2. You can manage how and where your debit card is used and receive alerts with the CardValet® App. You can even temporarily turn "off" your debit card the moment you realize your card is lost, stolen or if you suspect fraud. When you find your card, you can simply turn your card back "on".

Katahdin Trust will NEVER call, text, or send emails asking you to provide sensitive banking information. Never give out your social security number, account number, online banking username, or password over the phone unless you initiate the call to a phone number that you know is legitimate.

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. 

 

How do I replace my debit card?

Get your new debit card instantly! If your debit card has been lost, stolen, or damaged and you need to order a replacement, please call us at 1-855-331-3221 or contact your local branch. You can request a temporary debit card for instant access to your account until you receive your permanent card in the mail. Additional fees may apply.

How do I change my debit card PIN?

1-800-992-3808 or select ‘Change PIN’ at any Katahdin Trust ATM.

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. To update your mailing address, email, or telephone number, please call us at 1-855-331-3221 or contact your local branch today. You may also visit your online banking profile to verify your information. 

Need Help Logging into Personal Online Banking?

Here's more information that might help you if you're having trouble logging into Online Banking.

I don't remember 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 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.

I forgot my password.

No problem. You can reset your password online. Enter your User Code (your Username) and we'll email you 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 at least 8 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.

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.

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 at least 8 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 change my challenge question?

It's recommended that you change your security data periodically. You can change your challenge questions by simply clicking on PROFILE from within online banking and then under the CHALLENGE QUESTIONS section click EDIT.

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

How do I enroll in Online Banking?

Enrolling is easy. Simply Enroll Today and complete the First Time Login enrollment form. You’ll be able to check your account balances, pay bills, transfer funds and much more! You’ll also have access to view your monthly statements online with eStatements. You can even bank on the go with your mobile device. Enjoy Text Banking or our downloadable Mobile AppCheck 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.

I don’t remember 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 note using spaces. Your Username may also be referred to as an Access ID,  User Code, or User ID.

I forgot my password.

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 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 at least 8 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 at least 8 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 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 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 before they have a chance to clear your account.  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 flexibly 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.

 

 

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