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Online and Mobile Banking FAQs

Online and Mobile Banking FAQs

You do not have to re-register for Online Banking and Mobile. However, if your User ID or password (or both) does not meet the minimum requirements, you will be prompted to change it per the steps below:

  • Step 1: For your initial sign-on, you must use your existing User ID for Online/Mobile Banking and the temporary password provided in a correspondence mailed to you in mid February. HOWEVER, if your User ID is all numeric and/or your Social Security Number, you will be prompted to change it. Your new User ID will need to meet the criteria listed below.
    • User ID Requirements
      • Must be at least six characters long
      • Must contain one letter
      • Can contain letters, numbers and the following special characters: @$*_-=.!~
      • Cannot contain any spaces or gaps
  • Step 2: Review and Agree to Terms and Conditions after entering your username and temporary password.
  • Step 3: You will be prompted to change your temporary password to meet the security standards listed below. This will be your permanent password to access the Online Banking and Mobile Banking applications in conjunction with your User ID.
    • Password Requirements
      • Must be between 10 and 32 characters
      • Must contain characters from at least two of the following three categories:
        • Letters
        • Numbers
        • Any special characters
      • Cannot contain any whitespaces
      • Cannot be a substring of the username
      • Passwords are case sensitive
      • Passwords do not expire
    • You may use a previous password as long as it meets the requirement listed above.
  • Step 4: Once your new password has been established, the next screen will ask to verify your contact information with receipt of a one-time passcode to a phone number or email address on file. Select your preferred method of receiving the access code and select one of the options provided: Text me; Call me; Email me.
  • Step 5: After entering your one-time verification passcode you will have the option to register your computer and browser, allowing you to skip subsequent verification prompts on that device. Once completed, the next screen will be the Accounts Overview screen, which allows you to begin using Online Banking.

Follow the above instructions.

The current ProvidentConnect Online Banking, Bill Payment, and Mobile Banking systems will not be available from 5:00 PM on Friday, March 6, 2020 to 8:00 AM on Tuesday, March 10, 2020.

IMPORTANT: BEFORE DOWNLOADING THE NEW MOBILE APP(S) TO YOUR DEVICE(S), YOU MUST DELETE THE EXISTING PROVIDENT BANK MOBILE APP(S).

MOBILE BANKING: The new Provident Bank Mobile Banking app for smart phones and tablets must be downloaded and identity must be authenticated before use.

Android and iOS wearables can be synced within the mobile app; a separate app download is not required.

People Pay will no longer be available effective 5:00 PM on Friday, March 6, 2020. Zelle® is the upgraded personal payment solution. You will need to enroll in Zelle and set up your payments.  Zelle is a safe, secure, and simple way to send and receive money with people you know. Zelle is a cash-replacement product that allows almost anyone with a United States bank account and a mobile number or email address to send and receive money in minutes. Paying friends and family is as simple as enrolling, adding a person's contact information, the amount of the transaction and selecting Send.

All of your scheduled automatic payments and Bill Pay payees will seamlessly transition to the new system. If you have personal electronic payee(s) set up in Bill Pay, all payments to those payee(s) will be converted from an ACH payment to a check payment, without exception. You will be able to utilize Zelle as an alternative.

No bill payments, including recurring payments, will be made while Bill Pay is unavailable from 5:00 PM on Friday, March 6, 2020 to 8:00 AM on Tuesday, March 10, 2020. If you have bills that are due to be paid during this blackout period, be sure to schedule those bills to be paid prior to Friday, March 6, 2020.

You can pay anyone in the United States that you would normally pay by check or automatic debit. Even if you don't receive bills from the company or person you want to pay, you can still add the information required to make payments. You can pay large companies and small companies, as well as individuals such as child care providers or family members. When you pay a bill, Bill Pay sends the payment electronically whenever possible. If the company cannot receive electronic payments, Bill Pay prints a check and sends it to the address you provide when adding your payee.

You cannot use Bill Pay to pay any company or person with an address outside the United States or its territories.

You will need to verify your scheduled transfers for both external (destination account outside of Provident) and internal (destination account held at Provident) accounts. If you do not see the transfers, they will need to be re-established.

  • Account details: find your full account number under “Account Details” in both the Mobile app and Online Banking.
  • Account notifications: turn on and off within the Mobile app;
    • Within the “More” menu, select “Settings” and then “Push Notifications” to set up
  • Biometrics/fingerprint authentication: now available using the AndroidTM smartphone mobile app.
  • Account listing preferences: Your list of accounts can be re-arranged based on your preference, in both Mobile and Online Banking. Hide or show your accounts within the Mobile app, in addition to Online Banking.

If you have additional questions not answered here, our Customer Contact Center is available at 800.448.7768, Monday through Friday 8:00 AM – 7:00 PM, and Saturday 9:00 AM – 2:00 PM.

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