Important Information
- Know Your Credentials: You will need to know your Online Banking ID/username and password in order to log in to the new platform for the first time. Please reach out to the Online Banking team prior to our go live date on December 30 if you don’t know your password.
- Email | onlinebanking@signaturebankna.com
- Phone | 419-841-7773
- Mobile Banking App: We will be transitioning to a new mobile banking application. The current mobile banking application will no longer work and will not be updated. You will need to delete the old app and download our new app. The new app will be available for download on December 30. We will be communicating methods to download the new app from the App Store and Google Play Store.
- Two-factor Authentication: A 2FA method will be required for all Online Banking users. For most clients, this will likely be as simple as setting up a text message code that will be used to authenticate you. You can see examples of what your first log in experience will be like here.
When is the new Online Banking platform launching?
The new platform will go live on December 30, 2024.
What will my first log in to the new Online Banking platform experience be?
This is what you can expect:
- If you are already an Online Banking user, you will continue to use your existing Online Banking ID/username and password to access the new Online Banking platform. You will continue to find the login page in the top right-hand corner of our website – you will simply be taken to our upgraded platform beginning the morning of December 30. If you have any browser bookmarks you use to navigate to the login page directly, please update them to point to our website home page login instead.
- During your first log in you will set up your Two-Factor Authentication (2FA) methods. The Online Banking platform will walk you through creating the 2FA method of your choice including SMS, Phone, authenticator application, FIDO security key/token, or Passkey (Biometric). You can add additional 2FA methods after logging in. Some business clients previously using the authenticator or tokens from Symantec will have slightly different options.
Will there be any downtime during the transition?
Transfer functionality will be temporarily unavailable on the morning of December 30. This does not affect ACH or Wire transfers. We will be able to process the transfer on your behalf. Contact the Bank at 419-841-7773 to execute the transfer if you receive an error message the morning of go live.
Will my recurring transfers carry over to the new platform?
Yes, all recurring transfers will automatically convert to the new platform.
What do I need to log in to the new platform?
You will need your current Online Banking ID/username and password. If you don’t know them, please contact us before December 30 to reset your credentials. If you fail to enter your correct credentials, you may see the following error:
I share a username and password with another person. Do I need to take action?
We encourage users to have their own username and password. Existing usernames and passwords will be maintained.
Will 2FA be required for all users?
Yes, all users must enable Two Factor Authentication (2FA) for added security. For most clients this will be as simple as enabling a text/SMS code.
What are my 2FA options?
Our platform has a robust set of 2FA options. You are encouraged to select the 2FA method that suits your needs.
| Type | Description | Security | Notes |
| SMS / Phone Call | Get a call or text and enter the number on screen | Good | Convenient. Beware of losing a cell phone or Port Out scams |
| Authy | Get a call, text, or open app and enter number on screen | Good | A specific Authenticator app that natively support SMS/phone call generation |
| Authenticator App | Get a push notification or open the app and enter the number on screen | Better | Ex: Google Authenticator, DUO, Microsoft Authenticator. |
| FIDO Security Key/Token | Plug a USB drive into your computer or phone charge port or tap near back of phone | Best | Currently best in class security method, ensuring even if your password is stolen, your account still cannot be accessed without your physical token device |
| Passkey (Biometric, PIN, Pattern) | Insert a biometric-enabled USB drive or use integrated face ID/thumbprint | Best | Currently best in class security method, ensuring even if your password is stolen, your account still cannot be accessed without your physical presence |
I currently use a token for authentication. Will it still work?
Symantec tokens will no longer be supported. Users currently using tokens will need to transition to a 2FA method. This can be as simple as text/SMS code.
What if I would prefer to have a physical token?
If you prefer to have a physical security key/token, this will require action on your part prior to the go live date.
- The security key must be in your possession in order to register it as a 2FA method.
- Because security keys should be unique to each person, the Bank takes a “Bring Your Own Token” approach which is in line with modern security standards.
- If you already have a security key/token used for another system access, you can use that for our Online Banking platform.
How do I purchase a FIDO compliant security key/token?
While there are many makes and models of FIDO security keys/tokens compatible with different device types, some users have reported good experiences with the brands and token types shown below. Signature Bank does not partner with or endorse any of these brands.
Shop with caution – ensure token device meets the FIDO standard and are purchased from reputable vendors to avoid scams. Both of these brands can be purchased directly from the company rather than through resellers.
| Brand | Model | Computer (USB-A) or Computer/Phone Port (USB-C) | NFC (Contactless phone protocol) | Biometric (Thumbprint) | Android / Apple Device Support | Approximate Cost | Notes |
| Yubico | Security Key NFC | USB-A | Yes | No | Both with NFC | $25.00 | Affordable and versatile option right for users with basic needs |
| Yubico | Security Key C NFC | USB-C | Yes | No | Android / New Apple / NFC | $29.00 | Affordable and versatile option right for users with basic needs |
| Yubico | Yubico 5Ci | USB-C / Lightning (legacy Apple) | No | No | Apple | $75.00 | Plug in only, supports older Apple devices |
| Yubico |
Yubikey 5 (C) Nano | USB-A USB-C |
No | No | Android / New Apple | $60.00 | Small version ideal for keychains. Plug in only |
| Yubico |
Yubikey A/C Bio | USB-A USB-C |
No | Yes | Android / New Apple | $95.00 | Uses thumbprint on a connected token. Biometric option without requiring a mobile device |
| Titan (Google) | USB-A/NFC Security Key | USB-A | Yes | No | Both with NFC | $30.00 | Affordable and versatile option right for users with basic needs |
| Titan (Google) | USB-C/NFC Security Key | USB-C | Yes | No | Android / New Apple / NFC | $35.00 | Affordable and versatile option right for users with basic needs |
We have IP Restrict enabled. Will that continue to work?
The new, more robust 2FA requirements will replace the IP Restrict security measure.
I noticed the landing page now displays my Available Balance instead of the Current Balance. How can I find my Current Balance?
The new Online Banking landing page will display your Available Balance. If you want to see your Current Balance, click on the account for balance details.
Legacy Online Banking Platform: Current Balance:
New Online Banking Platform: Available Balance:
Click on the account you want to see details on:
Click on the icon next to the word "available" to view the current balance details:
What is the difference between Current Balance and Available Balance?
The Current Balance is the balance as of the close of banking business the previous business day. Available Balances are more up to date as they include transactions expected to settle to your account today.
Will I need to download a new mobile banking app?
Yes, the current app will no longer work and will not be updated. You will need to delete the old app and download our new app. The new app will be available for download on December 30. We will be communicating methods to download the new app from the Apple App Store and Google Play Store.
How can I download the new mobile app?
Our current mobile banking app will provide you with links to download the new app from the appropriate app store. Other options include:
- QR codes will be available in our lobby
- Download links will be available on our website
- Search for "Signature Bank, Toledo Ohio" and look for the app with our S logo (as shown below) from the applicable app store
I currently use biometric settings (FaceID, TouchID) to log into my mobile banking app. Will that still work?
You will need to set up new biometrics on the new mobile banking app. It is very important that you have access to your Online Banking ID/username and password for the first log in to the new app. Once logged in, you will be able to reestablish your biometric settings.
Will I still be able to complete mobile deposits on the new mobile banking app?
Yes, mobile deposit is available on the new mobile banking app.
Why can our employees see account balances when they couldn’t before?
In the current Online Banking platform, certain users may have been set up to view account history without seeing running, current, or available balances. This will no longer be supported in the new Online Banking platform. If a user has account access, they will be able to see account balances. This is industry standard. We encourage Cash Management administrators to carefully review permissions for users and consider revoking account access for sensitive accounts. We can assist you with determining account permissions if you are uncertain how this may affect you.
Should I review my employees access rights for the new Online Banking platform?
The Online Banking platform upgrade will provide a new and more streamlined user interface for accessing account information. This is a good opportunity for clients to perform a review of all Cash Management users and their permissions, to ensure users have appropriate account authority, particularly in regard to the ability to view accounts, transfer between accounts, administer account security and users, make mobile deposits, bill payments, ACH batches, or Wire transactions.
To ensure your changes are saved, please complete them before December 27 at 12 PM or after go live on December 30.
Review your users now by navigating to the Cash Management tab > Users
We had employees that were set up to complete Mobile Remote Deposits that didn’t have access to any of our accounts. Is this still possible?
Users must have account access to complete Mobile Remote Deposits. If you need to grant permission to users to submit deposits but not have access to other operating account information, we can assist in creating a dedicated-purpose deposit account for Mobile Remote Deposits.
Does Signature Bank’s new Online Banking platform support data aggregators?
Yes, to promote our clients’ effective use of their Online Banking data, Signature Bank has established a modern Online Banking platform built on an API, or Application Programming Interface, which allows you to choose to connect certain third-party applications to your Online Banking. Many of these third-party applications use intermediaries, called data aggregators, to create connections for them.
Aggregators known to work with Signature Bank's new Online Banking platform include:
- Akoya
- Finicity by Mastercard
- Intuit
- MX
- Plaid
- Stripe
- Visa
- Yodlee
How long will it take for the connection to data aggregators to begin working on the new platform?
As part of the transition to the new platform, the Bank has proactively notified major data aggregators that we are changing platforms. We hope these data aggregators act quickly to update their systems with our new Online Banking platform information to reestablish connection. However, the Bank cannot control how quickly an aggregator reacts to our notification.
Many connections are likely to break on the first day the new platform is live, and connection errors may persist for a few days while aggregators update their records. We are happy to try to help you with any banking matter but unfortunately, with many of these connections, we will be unable to open inquiries or support requests on your behalf.
You may need to contact your application provider and request that they correct the connection or assist you in troubleshooting the connection.
What if I am using an app that is not able to integrate with the new Online Banking platform?
Our new Online Banking platform is known to work with many major data aggregators however, there are an unlimited number of data aggregators in the market, and it is impossible to guarantee support for every type of connection.
Signature Bank’s Online Banking upgrade includes important updates for security of your information. Among these, Signature Bank has established an Online Banking platform built on an API which allows you to choose to connect certain third-party applications and programs to your Online Banking platform. This type of modern API connection replaces an older version of connectivity called screen scraping. Screen scraping is no longer considered to be an acceptable connection method in the financial industry because it lacks uniformity and certain safeguards for data as it travels between systems, leading to higher risk of compromise. It can also allow your applications to “pretend” to be human instead of identifying themselves as user-permissioned third-party programs.
Our platform will no longer allow screen-scraping. As a result, some applications may no longer be able to connect to Online Banking. If you encounter an application that no longer connects because it was screen scraping, we are happy to refer your vendor or application provider to a resource that can help them learn how to connect to our platform using a modern API connection.
We apologize for any inconvenience but hope you understand why we are pursuing this vital security measure as part of the modernization of our platform. All major US banks are embracing API technology to safeguard client data, and the Federal Government is expected to require banks to stop allowing screen scraping within the next couple of years.
Will Intuit services like QuickBooks and Quicken be affected?
Will I need to reestablish my Intuit connectivity?
Potentially, this can be done from within your Intuit application as described within their resources:
- Connect bank and credit card accounts to QuickBooks Online
- Connection Types in Quicken | Quicken
- Connectivity Troubleshooting | Quicken
After creating the connection request, you must approve the request from within Online Banking by navigating to:
Settings > Security > Direct Connect
What about apps that rely on screen scraping?
The new platform does not support screen scraping for security reasons. We recommend switching to apps that use secure API connections.
How do I view or manage connected apps?
Navigate to Settings > Security > Connected Apps to view or manage your third-party app connections.
What is going to happen to my Symantec token?
Symantec tokens will no longer be supported. Users currently using tokens will need to transition to a 2FA method. If you use ACH, Wires, or Business Bill Pay, you will be required to utilize either an authenticator app, FIDO compliant security key/token, or a passkey.
You can destroy or repurpose any physical tokens. The Bank does not expect them to be returned. The VIP Access mobile authenticator app will not be supported. The application can be uninstalled after December 30. Common authenticator apps that are supported include but are not limited to, Google Authenticator, DUO, Authy, and Microsoft Authenticator.
What happens to my SMS text alerts?
SMS text alert settings will not transfer to the new platform. You will need to reestablish alerts after logging in. The account level alerts can be edited to your preference. See the examples below:
Are there changes to the types of alerts available?
The new Online Banking platform supports balance and transaction alerts based on dollar thresholds only.
Business clients with access to the "Cash Management" module will be able to retain their existing alerts. Reach out to the Online Banking Team with any questions on alerts.
How can I protect my 2FA method?
Remember: Never share your 2FA code with anyone—it’s your key to secure access and should be kept private.
Can I add more than one 2FA type as a resiliency method?
Yes! Navigate to My Profile > Account Settings > Security > Two-factor Authentication > Edit Settings > Add another method
Which browsers are supported for the new Online Banking platform?
The new Online Banking platform works with all major modern browsers as long as they are up-to-date. If you encounter issues, please ensure your browser is updated to the latest version for optimal performance.
Mobile
Desktop
I am noticing a lag in seeing some updated information. Is there a fix for this?
Clearing your browser cache (temporary browser memory) will help speed things up.
Here’s how to clear your cache in the three major browsers without affecting your browser history:
If you like to use shortcuts, you can use Ctrl+Shift+Delete. If not, you can you can follow the instructions by browser below.
Google Chrome
- Click the three dots in the top-right corner.
- Select Settings > Privacy and security > Delete browsing data.
- In the pop-up:
- Under “Time range,” select All time (or your preferred range).
- Uncheck Browsing history and ensure Cached images and files is checked.
- Click Delete data.
Microsoft Edge
- Click the three dots in the top-right corner.
- Go to Settings > Privacy, search, and services.
- Under Clear browsing data, click Choose what to clear.
- In the pop-up:
- Under “Time range,” select All time (or your preferred range).
- Uncheck Browsing history and ensure Cached images and files is checked.
- Select your desired time range.
- Click Clear now.
Safari (Mac)
- Click Safari in the menu bar and select Preferences.
- Go to the Advanced tab and check Show Develop menu in menu bar.
- From the menu bar, click Develop > Empty Caches.
- This clears the cache without affecting browsing history
Once you have cleared your cache, log out and back in to the platform and your slowness issues should be resolved. If they persist, please reach out to the Online Banking team at 419-841-7773 or onlinebanking@signaturebankna.com.
I can't find a feature that I am used to using. Is there a way to get to that feature?
While the new Online Banking platform introduces enhanced features, some functionality is not yet or may no longer be available. For most of these differences, you can still access the previous look & feel of the "Cash Management" features by clicking on the Cash Management menu in the navigation bar. Note: there is no additional log in required. This will ensure you can continue accessing the tools you’re familiar with as we continue to enhance our platform. A table of key differences, feature availability, and instructions to access the Cash Management menu is provided for your convenience.
Support and Assistance
For assistance, contact us at 419-841-7773 or onlinebanking@signaturebankna.com.