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General - Quicken and Quickbooks

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  • How can I use Quicken® / QuickBooks® with Personal Online Banking?+

    You can use Quicken / QuickBooks with Personal Online Banking in two ways:
     1.Download account information from Personal Online Banking into Quicken / QuickBooks (Web Connect)
     2.Download account information and utilize other features of Personal Online Banking, including transfers and bill payments, through your Quicken / QuickBooks software (Direct Connect)

  • What is Web Connect?+

    Web Connect is an online service offered for Quicken® / QuickBooks® users. It allows you to download your transactions from Personal Online Banking into your Quicken or QuickBooks software. The transactions will be automatically reconciled against what has already been entered. It is a simple quick way to manage your finances.

  • What is Direct Connect?+

    By using Direct Connect, you can access many of the features of Personal Online Banking and Bill Pay at Rabobank. The two products share information about account transactions, bill payment, transfers and more. For example, if you pay a bill in Quicken® it will automatically be reflected in Personal Online Banking. It is two-way communication between Rabobank and your Quicken® / QuickBooks® software.

  • Is there a charge to access my accounts and/or use Bill Pay through Quicken® or QuickBooks®?+

    There is no charge to access online banking or Bill Pay through Quicken or QuickBooks.

  • What version of Quicken® and QuickBooks® can I use with Online Banking?+

    The supported Quicken or QuickBooks versions are typically the current version, plus the prior two versions. The ability to use Direct Connect may vary. As Intuit (the maker of Quicken / QuickBooks) improves their products and security, the retirement of older versions of software is necessary. To find out more about Intuit's software retirement schedule, click on the appropriate link below.
     Quicken® Retirement Schedule
     QuickBooks® Retirement Schedule

  • What accounts can I access through Quicken® / QuickBooks®?+

    You can access all accounts that are available in Personal Online Banking.

  • What if I have technical problems with Online Banking and Bill Pay through Quicken® or QuickBooks®?+

    If you are having technical issues with your Quicken or QuickBooks software, please contact Intuit. The following links can be used to access the product support sites.
     Quicken® Support
    QuickBooks® Support
     
    If you are having problems with Personal Online Banking, please call (800) 959-2399.

  • My version of Quicken® / QuickBooks® is being retired. How will this affect my service?+

    To continue using Web Connect or Direct Connect, you will need to upgrade to a more recent version of software.

Direct Connect - Quicken and Quickbooks

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  • How do I set up Direct Connect?+

    To allow access to Direct Connect:
    1. Log into Personal Online Banking.
    2. Go to the Online Services page and click on the "Set up a Direct Connection."
     
    You will be led through a quick activation process. Once complete you will need to set up your account(s) in Quicken® / QuickBooks®. Refer to Intuit's User Guide for instructions specific to your version of Quicken / QuickBooks for creating accounts and enabling them for Direct Connect access.

  • What is Direct Connect?+

    By using Direct Connect, you can access many of the features of Personal Online Banking and Bill Pay at Rabobank. The two products share information about account transactions, bill payment, transfers and more. For example, if you pay a bill in Quicken® it will automatically be reflected in Personal Online Banking. It is two-way communication between Rabobank and your Quicken® / QuickBooks® software.

  • What activities can I perform using Direct Connect?+

    You can perform many activities that you would through Personal Online Banking.
     •View account balances
     •Get account activity
     •Perform a one-time transfer
     •Pay bills
     •Send and receive secure messages

  • Can I access Direct Connect from more than one computer?+

    Yes, but you will need to call eBanking at (800) 959-2399 to authorize the additional connections.

  • Is Direct Connect secure?+

    Yes, Direct Connect is secure. In addition to the login ID and password that you use to access Personal Online Banking, specific access must be set up in Personal Online Banking. Once this connection is set up, no other connections are allowed. For your protection, only one connection can be set up in Personal Online Banking, additional connections from other computers require calling eBanking at (800) 959-2399.

  • What accounts can I use to pay my bills through Quicken® or QuickBooks®?+

    You can pay bills from the same accounts you can from Personal Online Banking.

  • What are the deadlines to have my transactions processed the same business day?+

    The cutoff times are the same as for Personal Online Banking and are listed below. Transactions completed after the cutoff time or on a day that is not a business day will be processed the following business day.
     •Transfers between Accounts- The cutoff for same day processing is 9:00 p.m. Pacific Time. Transfers are completed in real time. Those completed after 9:00 p.m. Pacific Time will be posted on the following business day.
     •Bill Payments- The cutoff for same day processing is 10:00 a.m. Pacific Time. To ensure that payment is properly credited to your account prior to the payment due date, please allow at least five (5) business days from the current date for processing and delivering the payment. Remember to allow for weekends and holidays as you schedule payments. The system will display the quickest date that a payment can be credited.

  • Which personal accounts can I transfer funds to?+

    You can perform transfers from the same accounts you can in Personal Online Banking.

  • How much account activity will I see when I download my transactions through Quicken® or QuickBooks®?+

    You will be able to view up to 90 days of account activity depending on when your account was added to Personal Online Banking.

Web Connect - Quicken and Quickbooks

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  • What is Web Connect?+

    Web Connect is an online service offered for Quicken® / QuickBooks® users. It allows you to download your transactions from Personal Online Banking into your Quicken or QuickBooks software. The transactions will be automatically reconciled against what has already been entered. It is a simple quick way to manage your finances.

  • How do I use Web Connect?+

    To use Web Connect:
     1.Log into Personal Online Banking and access the Download page.
     2.Choose the appropriate download type from the drop-down menu and click Download.
     
    In recent version of Quicken/QuickBooks, this can be configured to automatically log in for you and retrieve your recent transactions.

eStatements

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  • What are eStatements?+

    eStatements are the electronic delivery of your statements and notices. They are environmentally friendly as they can replace the current paper statements and notices you receive in the mail.

  • What are the benefits of switching to eStatements?+

    By making the switch to eStatements, you can:
     •Access your financial information 24 hours a day from anywhere you have access to the Internet
    •Get organized and reduce the clutter of paper statements
    •Print a paper copy of your statement as needed that is the legal equivalent of a mailed statement
     •Reduce the risk of mail fraud and identity theft that comes with mail delivery
    •Help to protect the environment

  • Will I receive paper images of my checks with eStatements?+
    When you choose to receive Online Only statements and notices, we will stop sending you paper check image statements. However, you will have access to images of your checks online.
  • Will I receive account notices online?+
    Yes, if you sign up for eStatements you will also receive your account notices (e.g. a Certificate of Deposit maturity notice) online. If you choose to receive Online Only statements and notices for your deposit accounts, we will stop sending you paper notices.
  • Are eStatements secure?+
    Yes, eStatements are a reliable and secure way of receiving your account statements and notices. Your personal and financial information are protected behind multiple layers of security.
  • What accounts are eligible for eStatements?+
    eStatements are available for all deposit accounts. You can also view your loan statements and notices online but are unable to receive Online Only statements and notices at this time.
  • Can I get eStatements if my account statements are combined?+
    If you have combined statements, your eStatements will look the same as the paper statements you currently receive.
  • What are the system requirements for viewing eStatements?+
    To view your statement, you must have Adobe Acrobat Reader 6.0 or higher installed on your computer. If you do not have it, you can download Adobe Reader for free.
  • How do I access eStatements?+
    There are three ways to access eStatements. You can use the Account Login drop-down menu located on the right side of the www.rabobankamerica.com Web site. Select eStatements and then click on the Go button. You may also access eStatements through personal online banking.
  • What should I do if I have trouble logging in to eStatements?+
    Please call customer support at (800) 959-2399 Monday through Friday 7:00 a.m. to 6:00 p.m. Pacific Time and Saturday & Sunday 7:00 a.m. to 3:00 p.m. Pacific Time.
  • How do I sign up for eStatements?+

    To sign up for eStatements, you need to have a Rabobank deposit or loan account. You can sign up for eStatements from the home page of our Web site or through personal online banking.

    Web site Enrollment
    1.Use the Account Login drop-down menu located on the right side of the www.rabobankamerica.com Web site. Select eStatements and then click on the Go button.
    2.The sign-on page will open. Click on the link in the sentence "Not enrolled? Sign up now to access eStatements".
    3.The system will then lead you through the enrollment process


    Personal Online Banking
    1.Log into personal online banking and click on eStatements.
    2.From the eStatements page, click on the View eStatement button.
    3.The system will then lead you through the enrollment process.

  • How much does it cost to receive statements online?+

    It's free to receive and view statements online. 

  • Can I receive a paper statement as well as an eStatement?+

    Yes, you have the option to receive both an eStatement and a paper statement.

  • What if I have a joint account?+

    Choosing to receive eStatements for an account applies to all account holders. However, when a new statement is available, e-mail notifications will only be sent to the e-mail addresses specified. In order for both signers on a joint account to receive these notifications, the additional e-mail addresses must be added in the Profiles tab or other account holders should enroll separately for eStatements.

  • When will my eStatement be available?+

    Statements and notices become available for viewing within 24 hours of your statement date. An e-mail notification will be sent to you when your statement is ready or you have a notice.

  • How will I know when a new eStatement or notice is available?+

    We'll send you an e-mail at the close of each statement cycle or when you have a notice to let you know that your current statement or notice is ready.

    If you are not receiving e-mail notifications, there are a few things you should check:
    •Sign on and select the Profiles tab
    •Make sure your e-mail address is current and correct for each account. If it is, check to see if your e-mail account is filing notifications in your spam or bulk folders. Add Rabobank to your address book to ensure that notifications go to your regular inbox.

    Even if you have not received an e-mail notification from us, you can always sign on and view your statements online.

  • How long will my eStatement be available?+

    We retain up to 7 years of statement history and 4 months of notices.

  • Can I view statements dated prior to my enrollment date?+

    When you first enroll, you will have deposit statements available to you from June 2009 on and loan statements from December 2010 on or from the time you first opened the account after those dates.

  • Will my eStatement look the same as my regular printed statement?+

    All statements are in Adobe Acrobat (PDF) format and are exact images of your mailed paper statements and notices. If you have a deposit account, the system also provides access to check images associated with those statements.

    Please note: While the loan statement is an exact image of the statement you receive in the mail the payment coupon is different and cannot be used to submit your payment. This is due to a special ink that is used on the payment coupons that allows proper processing.

  • How can I view my eStatements?+

    To view your statements, simply sign on to eStatements, then:
    1.On the left side of the screen, click on the account type you wish to access
    2.Select the account you want to view from the drop-down menu
    3.The current year's available statements will be displayed. For older statements, select the Year link of the statement you are interested in viewing
    4.Click on the statement date you wish to view

  • How can I view the check images associated with my deposit statements?+

    To view the check images, simply sign on to eStatements, then:
    1.Click on the Checks link on the left side of the screen
    2.From the drop-down menu, select the account the check was drawn on
    3.The most recent month's check images will be displayed
    4.For older check images, select the Month or the Year link of the check image you are interested in viewing

    Or

    While viewing the statement, click on the check number you wish to see an image of.

  • How can I view my account notices?+

    To view your account notices, simply sign on to eStatements, then:
    1.On the left side of the screen, click on E-Notices
    2.Select the account you want to view from the drop-down menu
    3.The most recent month's notices will be displayed
    4.For older notices, select the Month or the Year link of the notice you are interested in viewing

  • How do I print my eStatement?+

    Once you have opened your eStatement, you can print it by selecting the print icon in the window containing the statement.

  • How do I save my eStatement?+

    Once you have opened your eStatement, you can save it to your computer by using the small disk icon in the window containing the statement.

  • How do I update my e-mail address?+

    To update your e-mail address, log in to eStatements, then:
    1.On the top menu bar, click on Profile
    2.In the Delivery Preference section, update the e-mail address for each account
    3.Click Submit

  • How do I update my delivery preference (e.g. online only, paper only)?+

    To change how you receive your statements and notices:
    1.Sign on to eStatements and select the Profiles tab
    2.Under Delivery Preference, change the status for the desired account
    3.Click Submit

  • Will I still be able to view my eStatements if I need to close my account?+

    We will retain up to 7 years of statement history on a closed account. If you have other personal accounts with Rabobank still open, you can continue to access eStatements through Personal Online Banking. If the closed account was your only account at Rabobank, you can access the statements through the eStatements site directly. You would use the Account Login drop-down menu located on the right side of the www.rabobankamerica.com Web site. Select eStatements and then click on the Go button.

  • What should I do if one of my accounts is not listed?+

    Please call customer support at (800) 959-2399 Monday through Friday 7:00 a.m. to 6:00 p.m. Pacific Time and Saturday & Sunday 7:00 a.m. to 3:00 p.m. Pacific Time.

Security

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  • Is Online Banking secure?+
    The latest in Internet security and user authentication is employed so that data being transmitted through the Online Banking system is protected from unauthorized access. The following outlines the methods in place to secure your privacy.

    Digital IDs from Verisign

    The Online Banking system uses digital ID's certified by Verisign, an industry leader in digital identification certificates, to authenticate user information and provide access to the data through the system. The Online Banking system, combined with digital ID authentication through Verisign, allow the server to implement Secure Sockets Layer (SSL) protocol, the standard technology for secure web-based communications.

    Firewalls

    Server access is protected using a firewall system and the leading firewall software. Firewalls provide secure access to the web server and its software by only allowing authorized traffic through to the server.

    What You Can Do

    Obtaining personal firewall protection is recommended for bank customers that use high-speed internet connections, such as DSL or cable. Such computers are more vulnerable to potential hackers. Ensure that you have anti-virus software installed and updated regularly.

    Electronic Mail

    Public email transmissions are not secure. We request that you do not send us or ask for personal, confidential or sensitive information via any general or public email system. You will find secure email capabilities within the Online Banking Message Center.
  • How will you confirm my identity?+

    We will confirm your identity by two authentication "factors." These factors include:
     •Something You Know (your Login ID and password)
     •Something You Have (your computer)
     
    We use your computer as the second-factor (something you have). If we cannot confirm your identity or we do not recognize your computer, we will ask you a Challenge Question to which only you know the answer. These Challenge Questions are selected and answered by you when you enroll in online banking. If you answer the Challenge Questions correctly, you're identity will be confirmed and you can proceed with login.

  • How will I know that I am not at a fraudulent site?+

    When your Identity Image is visible, you'll know that you're on Rabobank's official Online Banking site and you can safely enter your password. Here's how it works:
    1.First, you'll enter your Login ID and click continue.
    2.If we recognize the computer you are using, your Identity Image will be presented to you on the next page. Once you confirm your Identity Image, you'll know you can safely enter your password. If you don't recognize your Identity Image, don't enter your password.

  • I am not an Internet expert. How easy is Identity Image to use?+

    It extremely simple for anyone to use. You don't need to memorize anything new-just use the site as usual and look for your Identity Image at login.

  • What is Intelligent Authentication?+

    Intelligent Authentication identifies you by checking the computer(s) that you are using to access our Web site. Typically you will access our Web site from one or two computers, such as your work and home machines. Intelligent Authentication will remember that, so if the computer(s) doesn't match the information we have in our system, we'll request an answer to a challenge question. This prevents potential fraudsters from logging into your account, even if they acquire or guess your Login ID and password.

  • Where do I enter my password?+

    You will enter your Login ID first. You'll then see your Identity Image. When your Identity Image is visible, you'll know that you're on Rabobank's official Online Banking site and you can safely enter your password.

  • What are the guidelines for selecting my password?+

    The first time you log into the system, you will set up your password. You are encouraged to change your password periodically. The following guidelines apply to selecting your password:
    •Your password must be at least 8 characters in length.
    •It must contain at least 1 number and 1 letter.
    •Special characters (for example # or $) are allowed.
    •Your password should not contain repeated characters (for example aaaball or 111word).
    •Your password is case-sensitive. For example, "A" is not the same as "a".
    •You should not use passwords associated with commonly known personal identification such as social security numbers, your name, names of your children, or your date of birth.
    •You should not use single words that are found in any dictionary.
    •Your password should not be similar to your Login ID.
    •You are responsible for keeping your password confidential at all times

  • How do I change my password?+

    Follow the steps below to change your Online Banking password:
    1.Log in to online banking.
    2.Go to the Online Services page.
    3.Choose Change Login ID/Password in the Preferences section.
    4.To change your password, enter your current password, enter your new password, and then re-enter the new password to confirm. Click Change Password to save the changes or click Cancel to return to the Online Services page

  • What are the guidelines for selecting my Login ID?+

    The first time you log into the system, you will set up your Login ID. The following guidelines apply to selecting your password:
    •Your Login ID must be at least 8 characters in length.
    •It may be a combination of numbers and upper and lower case letters.
    •You should not use a Login ID associated with commonly known personal identification such as social security numbers, your name, names of your children, or your date of birth.
    •You should not use single words that are found in any dictionary.
    •Your Login ID should not be similar to your password.
    •You are responsible for keeping your Login ID confidential at all times.

  • How do I change my Login ID?+

    Follow the steps below to change your Online Banking Login ID:
    1.Log in to online banking.
    2.Go to the Online Services page.
    3.Choose Change Login ID/Password in the Preferences section.
    4.To change your Login ID, enter your current Login ID, enter your new Login ID, and then re-enter your new Login ID to confirm. Click Change Login ID to save the changes or click Cancel to return to the Online Services page.

  • Can I access my account from multiple computers?+

    Yes, you can access your account from any number of computers. If you log in from a new computer or a public terminal, you will just need to go through one extra step of answering a Challenge Question. This helps protect you by keeping unauthorized people from accessing your valuable information. There is no limit on how many different computers you can use to log in to your account.

  • Why do I need an Identity Image?+

    We are providing an enhanced security feature that helps protect you while you access your accounts online. On the Internet today, fraudsters attempt to steal your identity by impersonating the Web sites you trust. We are committed to proactively protecting you, our customer, against such attacks. This security feature helps us do this.

  • What keeps somebody from stealing my Identity Image?+

    We only show you your Identity Image if you log in from your regular computer, or after you have answered a challenge question. So, it is not possible for an unauthorized person to get access to your Identity Image.

  • When will I establish my Identity Image?+

    You will be prompted to do so the first time you enroll in personal online banking. In addition to establishing your Identity Image, you will also be asked to select and answer Challenge Questions.

  • Can I upload my own Identity Image?+

    No, you cannot upload your own Identity Image at this time. For security reasons, you must choose from the images we provide to you during enrollment.

  • Can I change my Identity Image at any time?+

    Yes, you can change your Identity Image by going to the Online Services page after login.

  • What should I do if my Identity Image is incorrect?+

    Immediately call Customer Support at (800) 959-2399 or (760) 482-6268 Monday through Friday from 8 a.m. to 6 p.m. (PT) and Saturday from 9 a.m. to 1 p.m. (PT).

  • Why am I being asked a question when I try to log in?+

    We ask you a Challenge Question when we detect that you are trying to log in from a new computer. This is to prevent unauthorized access to your accounts. Since only you know the answer to the questions, we will know it's really you. Generally you will be asked to answer a challenge question only when you log in for the first time from a new computer.

  • When will I establish my Challenge Questions?+

    You will be prompted to establish your challenge questions the first time you enroll in personal online banking. In addition to selecting and answering your Challenge Questions, you will also be asked to create your Identity Image.

  • Can I change my Challenge Questions at any time?+

    Yes, you can change your Challenge Questions by going to the Online Services page after login.

 
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