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!

 

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 will receive an automated phone call if unusual activity is detected on your card. If you cannot 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".

Can I update my account before I travel?

If you plan on traveling out of your normal transaction area, to a foreign country or making a foreign transaction online, please contact our Electronic Banking Department at 1-855-331-3221 so we can update your account. Having your updated contact information will help ensure we are able to quickly notify you of unusual patterns on your debit card. We also find that it’s best to carry more than one form of payment when traveling, such as cash or credit card, in the event that you happen to lose or damage your card. 

 

How do I replace my debit card?

Get your new debit card instantly! If your debit card is damaged and you need to order a replacement, please contact your local branch. Additional fees may apply. You can request a temporary debit card for instant access to your account until you receive your permanent card in the mail. Available for newly opened accounts and lost, stolen, or damaged replacement debit cards. 

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 desired statement you wish to view under Available Documents. You will have access to 18 months of statement history. 

How do I change my address?

Please call us at 1-855-331-3221 or contact your local branch today.

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 will email you you a temporary password. The next time you login, you will be prompted to change your password to protect your security. Do not include your username or the word password in your password.

Do you have the 'Caps Lock' turned on? Be sure you are typing your password using the correct case and are using no spaces. Passwords must be at least 8 characters and include at least one of all of the following: one uppercase letter, one lowercase letter, one number, and one special character. For example: Katahd!n2

If you have 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. Do not include your username or the word password in your password. Passwords must be at least 8 characters and include at least one of all of the following: one uppercase letter, one lowercase letter, one number, and one special character. For example: Katahd!n2

How do I change my challenge question?

It is 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 will 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 and bank on the go from your mobile device with Text Banking, Mobile Browser Banking or our downloadable Mobile App. Check 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 User ID.

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 User ID.
Do you have the 'Caps Lock' turned on? Be sure you are typing your User ID using the correct case and are using no spaces. Your User ID may also be referred to as an Access ID or User Code.

I forgot my password.

No problem. Simply click the "Forgot Password/PIN" link on the Password screen when logging in to Business Online Banking (you'll need select the radio button next to Business, enter your User ID and click Login on the homepage first). When prompted, enter your Access ID (User ID), click Submit and we will email you a temporary password. The next time you login, you will be prompted to change your password to protect your security. Do not include your username or the word password in your password.

Do you have the 'Caps Lock' turned on? Be sure you are typing your password using the correct case and are using no spaces. Passwords must be at least 8 characters and include at least one of all of the following: one numeric, one uppercase character, one lowercase character, and one special character.

If you have 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 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 "if token is lost or damaged" link on the Password screen when logging in to Business Online Banking (you'll need select the radio button next to Business, enter your User ID and click Login on the homepage first). When prompted, enter your Access ID (User ID) and Password/PIN (your unique 4 digit PIN you created when setting up your token) and click Submit. Next, select if your token was lost or damaged. You will 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 User ID?

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 User ID for you.

How do I change my password?

If you know your current password, you may change it at any time by clicking Change Password under the Account Services menu from within business online banking. Passwords must be at least 8 characters and include at least one of all of the following: one numeric, one uppercase character, one lowercase character, and one special character. Do not include your username or the word password in your password.

How do I change my challenge questions?

It is recommended that you change your security data periodically. You can change your challenge questions by clicking Change Security Data under the Account Services menu from within business online banking.

SAFETY TIP: We will 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.

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 convenient 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.

Account Overview

The Account Overview screen provides a summary of your account information. It is also a multi-tasking center where you can complete the most 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 green number next to the message (envelope icon) or alert (horn icon) to read them.

The account list provides a snapshot of all the accounts you've selected to display, along with available and current balances. You can edit the list of accounts and click on "Refresh" to update the list of accounts being displayed.

Click on an account to see details of that account.

The Transactions box provides a summary of current activity. Within the Transactions box, you can:

  • Review and approve pending transactions
  • View a list of the most recent transactions, including ACH Transactions and Wire Transfers
  • Preview upcoming transactions that are scheduled for the near future
  • If you are an authorized user, review and approve batch file transfers

The Quick Transfers box allows you to conduct quick transfers using templates you've already created.

Within the Quick Launch box, you can launch your ACH Manager, Wire Manager, and eCheck Deposit.

Transactions Menu

Within the Transactions menu, for any of your selected accounts, you can:

  • View transactions for the current and previous business day
  • View transactions for the current and previous statement period
  • View 18 months of statement history where you can 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

Transfers

To make a one-time transfer to/from your Katahdin Trust accounts, use the Quick Transfer box on the Account Overview screen accessing templates you've already created. You can also make or schedule transfers to/from your Katahdin Trust accounts by clicking on Transfers List within the Management Tools tab.

Authorized users will find your company's scheduled transfers for each particular account on the Transfers Issued screen under the Management Tools tab, where you can also edit or delete a transfer.

Alerts

You may reestablish your alerts by clicking on Alerts under the Account Services tab. You will be able to set up SMS text alerts.

eStatements

You have immediate access to 18 months of statement history available for you to view online under the Documents tab from any Account Details screen. If you are currently continuing to receive paper statements in the mail and would like to reduce the clutter in your mailbox, simply contact us via secure email and we'll stop your paper statements.

The administrator of your company's Business Online Banking service with Katahdin Trust will receive an e-mail notice whenever the current statement is ready to be viewed.

Bill Pay

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.

ACH/Wires

Our ACH/Wire service is available to you, and you are able to schedule automatic recurring ACH or Wire transactions.

Tax Payments

Our Tax Payment service is available to you to make your tax payments. Simply click on ACH Manager within the Management Tools tab. You'll see Federal and State/Local Tax Payments as drop-down menu options for external transfers. You are able to schedule automatic recurring tax payments.

eCheck Deposit

Our eCheck Deposit service is available within Business Online Banking. It is designed to make the deposit process more efficient and flexible by enabling your business to make deposits without even having to leave your office. For more information contact your local branch or e-mail info@katahdintrust.com

Positive Pay

A cash management service, Positive Pay, is available for enhanced protection against check fraud. For more information and to request this new service, contact your local branch or e-mail 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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