Frequently Asked Questions
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Beneficial Ownership Rule FAQs
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Question
What is the Beneficial Ownership Rule and what additional information is now needed when opening a new business account or loan?
AnswerAll banks and financial institutions are subject to a new Beneficial Ownership Rule under the Bank Secrecy Act intended to assist the government and law enforcement in the ongoing fight against money laundering and the financing of terrorism. Each time a new business account is opened, you will be required to provide identifying information (name, address, date of birth, social security number) of the “beneficial owners” of the business and certify that the information is true and accurate to the best of your knowledge. The rule defines a beneficial owner as:
- Each individual that has 25% or more of the equity interest in the business; and
- One individual that has the authority to exercise control of the business (such as a CEO, executive officer or treasurer)
To ensure an efficient account opening experience, we recommend that you obtain the information listed above for each of the identified individuals. If your business will frequently need to open new accounts or loans with us, please complete this Beneficial Owner and Controlling Person form and keep this information current.
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Business Samsung Pay
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Question
Does Sandy Spring Bank protect my virtual cards?
AnswerYes. Just like your physical credit and debit cards, your virtual credit and debit cards are covered by zero liability protection. The zero liability protection** covers fraudulent purchases and payments made by others using your physical or virtual credit and debit cards. If you suspect unauthorized use of your virtual credit or debit card, please contact us immediately by calling the number on the back of your card.
You should receive access to funds by the next business day in most cases, pending resolution of your claim. Please consult your customer and account agreements for full details.
** See www.mastercard.us/zero-liability.html for details.
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Question
How do I add my physical debit or credit card to the Samsung Pay App?
AnswerFrom the home screen, touch apps, touch Samsung Pay, touch install. Cards can be easily added to the Samsung Pay app by using your device’s camera to scan in your card’s information, or by manually inputting the card information yourself.
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Question
What is a virtual card?
AnswerVirtual cards are the digital form of your eligible physical credit and debit cards. When you add your physical card to Samsung Pay, it is stored as a virtual card. It will have a unique virtual card number that is only associated with Samsung Pay.
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Question
What type of device do I need to use Samsung Pay?
AnswerYou can use Samsung Pay with the Galaxy S6, S6 active, S6 edge, S6 edge+ and Note 5 and newer devices that are compatible with Samsung Pay. Please visit https://www.samsung.com/pay for a full list of compatible devices.
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Question
Will all merchants accept Samsung Pay?
AnswerSamsung Pay uses proprietary technology that works with both Magnetic Secure Transmission (MST) used to swipe cards and Near Field Communication (NFC) to make contactless mobile payments. MST and NFC enable the Galaxy S6, S6 active, S6 edge, S6 edge+ and Note 5 to make transactions at most card readers where you can swipe or tap your card, excluding gas station pumps.
Please continue to carry your physical cards to use where Samsung Pay is not accepted. Most merchants will display the contactless payment symbol to let you know they accept contactless payments. You can visit this website to determine terminals that accept Samsung Pay https://www.samsung.com/pay
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Question
Will the card image in Samsung Pay match my physical card?
AnswerNo. The card image won’t be an exact match. Keep in mind this doesn’t affect how your cards work with Samsung Pay.
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Question
Does Samsung Pay show my Sandy Spring Bank debit card transactions?
AnswerWallet displays the time or date of the last Sandy Spring Bank debit card purchase you made with Samsung Pay, but it won’t display all your purchase details. For a complete view of all your Sandy Spring Bank debit transactions, sign in to Online Banking or use our Mobile Banking App and select the appropriate account.
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Question
What if my Samsung Phone is lost or stolen?
AnswerSamsung Payments can’t be made from your phone without being authorized via fingerprint or the PIN chosen during the setup process. If you register with Samsung’s Find My Mobile service, you can remotely erase information on the phone, including any cards stored in Samsung Pay. The URL is https://www.samsung.com/us/support/
You should also review your Online & Mobile Banking transactions. If you notice any suspicious activity, please contact us immediately by calling the number on the back of your card.
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Question
If I erase my Samsung Phone, does that cancel my physical cards or can I continue to use them?
AnswerErasing the information on your Samsung will have no effect on your physical cards. You can continue to use your cards as you normally would. Erasing your Samsung Phone will delete the virtual cards from Samsung Pay and they can no longer be used. You can add your credit and debit cards back into Samsung Pay at any time.
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Question
Will merchants receive my physical card number?
AnswerMost merchants won’t have access to your physical card number; they’ll receive the unique virtual card number associated with your credit or debit card.
Please note: MasterCard must provide your physical card number to certain transit merchants (e.g., subway systems) in order to process real-time decisions about whether or not to approve your purchase.
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Question
Which Sandy Spring Bank debit cards are eligible for Samsung Pay?
AnswerYou can add your Sandy Spring Bank personal and business debit cards including HSA debit cards. ATM-only cards cannot be added.
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Business SecurLOCK FAQs
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Question
What is SecurLOCK™ Equip?
AnswerSecurLOCK Equip is a mobile app that allows you to control how, when, and where your debit and/or credit cards are used. It is a simple and secure way to manage and monitor your payment transaction activity. SecurLOCK Equip can help keep your payment cards safe and provide instant notifications whenever your card is used.
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Question
What is required to use it?
AnswerSecurLOCK Equip requires you have a debit card (Debit, World, Business or HSA) issued form Sandy Spring Bank. You will also need an Apple or Android smartphone. After downloading the app, you will be instructed to enter your full account number and other authentication information. Once registered, you can begin using the app immediately.
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Question
How do I get the SecurLOCK Equip app?
AnswerIt is simple. If you have an iPhone, just download the app from the Apple store. If you have an Android phone, download the app from the Google Play store. Once the app has successfully downloaded to your smartphone you can begin to register your cards.
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Question
Is there a fee to use the app?
AnswerNo. It is provided to you for free so you have more control over your card.
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Question
How many cards can I register?
AnswerThere is no limit to the number of Sandy Spring Bank cards that may be registered.
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Question
What kind of cards can I register?
AnswerDebit, World, Business or HSA debit cards.
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Question
What if I am having trouble during registration?
AnswerPlease use the Contact Us button at the bottom of the landing page and a Sandy Spring Bank representative will be more than happy to assist you.
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Question
Why do you need my email address?
AnswerYour email address is needed in case you forget your password and need to reset it.
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Question
Once I register my cards, how do I begin managing and monitoring my payment activity?
AnswerYou can begin using the service immediately. When turning the card off, the little green button in the top right corner of the card image will turn to red. This means that all transactions (expect for recurring payments) will be declined. When you are ready to make a purchase, simply turn the card back on. It is that easy. Now you have the ultimate control to combat fraud.
After you become comfortable with the on/off function you can start selectively setting controls and alerts by channel (in-store, online, mobile, ATM, etc.). You can also set transaction spending limits, select geographic locations where the card can be used, set specific merchant categories, view recent transaction history, receive real-time alerts, and much more.
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Question
What is a real-time alert?
AnswerIt is an immediate push notification sent to the app. You can select to be alerted on all your payment transactions, or you can select preferred transactions. Preferred alerts are available by spending limits, location, transaction type, and merchant category.
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Question
By turning my card off am I closing my account?
AnswerNo. Using the card controls does not change the status of your account.
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Question
How long does it take for a control or alert setting to take effect?
AnswerIt happens immediately after you set and save the option.
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Question
Can I use My Location, My Region, and International at the same time?
AnswerMy Locations and My Region can work independently or together, but neither can be used in conjunction with International.
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Question
What are Alert Preferences?
AnswerAlert Preferences let you know every time a card transaction is attempted. You can be alerted for all or preferred transactions. Preferred alerts are available by location, transaction type, merchant type, and threshold amount.
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Question
My alerts are supposed to notify me of every transaction, but I am not receiving them.
AnswerOnly the primary device will receive alerts. Use the settings menu in the app to set your device as primary.
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Question
I received a new card number. Will it be automatically updated in the app?
AnswerYou will have to add the new account to the app. This can be done by going to Manage Account and adding the card. Be sure to “unmanage” the old card.
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Question
What if I need help with the app?
AnswerThere is a Help function within the app as well as a Contact Us category where you can send an email to Sandy Spring Bank. You can also call us at 800.399.5919.
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Question
My pending purchase shows it is for more than I paid. Why?
AnswerSome merchants send pre-authorizations at higher amounts to test a cards validity. For example, a $25 gas purchase might display as $126. Pre-authorizations are common at the pump, for a hotel stay, or for a car rental. Even though the charge is listed in the app for more, it will clear your account for the correct amount.
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Question
I only want to manage one of my cards, but they’re all being displayed.
AnswerTo select the card(s) you wish to manage, go to Settings and choose Manage Cards. Then uncheck the card or cards you don’t want to manage. Once a card is unmanaged, controls and alerts cannot be set for that card.
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Question
How do I access the menu or log out?
AnswerPress the icon that has three stacked lines to reach the menu. This icon is usually found in the top right corner.
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Question
What if my smartphone is stolen? How secure is the app?
AnswerThe app requires a password to access the contents. Also, there is no personal information stored on the smartphone, and transactions cannot be conducted using the app. The app only displays the last four digits of your card number.
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Question
Would a credit, deposit, or payment ever be denied as a result of card controls set in SecurLOCK Equip?
AnswerNo.
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Question
If I have my card turned off, will my recurring transactions go through?
AnswerYes. Merchant recurring transactions will still be approved. You can select to receive alerts on recurring transactions as well.
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Question
If I get a new smartphone how do I begin using the service again?
AnswerJust download the app to your new smartphone and login with your current user id and password. You can then set your controls and alert preferences.
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Question
How do I get more information about the features and functionality of the app?
AnswerDetailed information can be found throughout the app. Help can be found at the bottom of the login page and listed in the menu. On specific pages such as the My Location page tapping the “i “ next to My Regions will open a window with detailed information on how the control works.
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Question
What kind of mobile devices are supported?
AnswerAndroid – version 4.1 or later and Apple (iOS) – device model 4S, 5, 5C, 5S, 6, or 6 Plus with iOS operating system version 6, 7, or 8 and all future device/release going forward.
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Question
I turned my card on and set My Location. I was at the merchant, and my transaction was still declined. Why?
AnswerIn the app, go to Transactions. Find the one that was denied and open it. Tap the image so it rotates, and the reason the transaction was declined will be listed near the bottom. The transaction could also be declined because of external factors like non-sufficient funds or fraud monitoring.
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Question
If I get a new smartphone how do I begin using the service again?
AnswerJust download the app to your new smartphone and login with your current user id and password. You can then set your controls and alert preferences.
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Debit Card Alerts FAQs
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Question
How do I enroll?
AnswerWe have already included you in these enhanced services as part of our fraud protection services.
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Question
What triggers these alerts?
AnswerTransactions that we have identified as potential fraud trigger the alerts.
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Question
If I receive an alert, does that automatically block my account from further purchases?
AnswerThe majority of suspected fraud accounts will be blocked, just as they are today. However, some lower risk items may not be declined.
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Question
If I respond back that the transaction(s) are valid, will you automatically unblock my account?
AnswerYes, though please keep in mind that it could take up to 5 – 10 minutes for a block to be removed in some situations.
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Question
What if my “yes” or “no” text response has a typo?
AnswerThe system will accept many common typo variations of the “yes” or “no” text message response. If the system cannot understand what was typed, it will generate a message to call a representative for help.
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Question
Are Real Time Debit Card Alerts available for both consumer and business cardholders?
AnswerYes.
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Question
In what order will communications occur?
AnswerThe standard order of communication is:
- Text
- Voice Call
Alerts generated overnight result in an email only until calling and texting hours are available. Text will be sent from 7:00 a.m. to 10:00 p.m. in your time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the your time zone.
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Question
How do the incoming and outgoing voice calls work?
AnswerIf a mobile phone is on record, a text alert is triggered first. All numbers on record that are identified as a mobile phone are utilized. FIS has technology to determine if a phone number is a mobile phone or land line. If there is no response to the text(s), then an automated voice call is generated. The automated voice call asks the client to confirm the authorization(s) are valid or unrecognized. If the cardholder pushes not recognized, the call is transferred to an agent to confirm the alert is fraudulent.
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Question
Is this service 24 hours, or only in a certain window?
AnswerIn other areas of business, we have calls only going out during certain hours so cardholders aren’t being called before normal waking hours. Emails will be sent 24 hours. Text will be sent from 7:00 a.m. to 10:00 p.m. in the cardholder’s time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the cardholder’s time zone. Texts and voice calls pending from the night before will be triggered the following morning at the applicable time noted above. Agents are available 24/7.
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Question
How can I stop text messages if I don’t want to receive them any longer?
AnswerAll you need to do is respond back to the SMS text alert with the word STOP. U.S. consumers who have service through AT&T, Verizon, Sprint, and T-Mobile will not be charged message or data rates for our fraud alerts. We absorb that cost for you!
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Question
Can I still receive alerts on my U.S. mobile phone while travelling internationally?
AnswerWe are unable to send text or phone calls internationally, but please make sure your email address is current as we can always email you 24 hours a day 7 days a week.
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Question
I have not provided Sandy Spring Bank with my mobile phone number, but would like to receive text messages. How can I sign up for Real Time Debit Card Text Alerts?
AnswerSimply call Sandy Spring Bank’s Client Service Center, or visit any branch location, to add your mobile phone number to your accounts. Please make sure to keep your email address and phone numbers up to date so that we may contact you quickly if fraud is suspected on your accounts. Our Client Service Center is available Monday – Friday from 8:00 a.m. to 7:00 p.m., and on Saturday from 8:00 a.m. to 1:00 p.m.
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Real Time Debit Card Alerts
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Question
How do I enroll?
AnswerWe have already included you in these enhanced services as part of our fraud protection services.
-
Question
What triggers these alerts?
AnswerTransactions that we have identified as potential fraud trigger the alerts.
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Question
If I receive an alert, does that automatically block my account from further purchases?
AnswerThe majority of suspected fraud accounts will be blocked, just as they are today. However, some lower risk items may not be declined.
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Question
If I respond back that the transaction(s) are valid, will you automatically unblock my account?
AnswerYes, though please keep in mind that it could take up to 5 – 10 minutes for a block to be removed in some situations.
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Question
If a transaction is declined due to suspected fraud, but I validate that I did make the purchase, can I try to complete the purchase again?
AnswerOnce the alert is updated in our fraud system, you can attempt the transaction again, usually within 5 – 10 minutes of the initial message sent to validate activity.
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Question
What if my “yes” or “no” text response has a typo?
AnswerThe system will accept many common typo variations of the “yes” or “no” text message response. If the system cannot understand what was typed, it will generate a message to call a representative for help.
-
Question
Are Real Time Debit Card Alerts available for both consumer and business cardholders?
AnswerYes.
-
Question
In what order will communications occur?
AnswerThe standard order of communication is:
- Text
- Voice Call
Alerts generated overnight result in an email only until calling and texting hours are available. Text will be sent from 7:00 a.m. to 10:00 p.m. in your time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the your time zone.
-
Question
How do the incoming and outgoing voice calls work?
AnswerIf a mobile phone is on record, a text alert is triggered first. All numbers on record that are identified as a mobile phone are utilized. FIS has technology to determine if a phone number is a mobile phone or land line. If there is no response to the text(s), then an automated voice call is generated. The automated voice call asks the client to confirm the authorization(s) are valid or unrecognized. If the cardholder pushes not recognized, the call is transferred to an agent to confirm the alert is fraudulent.
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Question
Is this service 24 hours, or only in a certain window?
AnswerIn other areas of business, we have calls only going out during certain hours so cardholders aren’t being called before normal waking hours. Emails will be sent 24 hours. Text will be sent from 7:00 a.m. to 10:00 p.m. in the cardholder’s time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the cardholder’s time zone. Texts and voice calls pending from the night before will be triggered the following morning at the applicable time noted above. Agents are available 24/7.
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Question
How can I stop text messages if I don’t want to receive them any longer?
AnswerAll you need to do is respond back to the SMS text alert with the word STOP. U.S. consumers who have service through AT&T, Verizon, Sprint, and T-Mobile will not be charged message or data rates for our fraud alerts. We absorb that cost for you!
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Question
Can I still receive alerts on my U.S. mobile phone while travelling internationally?
AnswerWe are unable to send text or phone calls internationally, but please make sure your email address is current as we can always email you 24 hours a day 7 days a week.
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Question
I have not provided Sandy Spring Bank with my mobile phone number, but would like to receive text messages. How can I sign up for Real Time Debit Card Text Alerts?
AnswerSimply call Sandy Spring Bank’s Client Service Center, or visit any branch location, to add your mobile phone number to your accounts. Please make sure to keep your email address and phone numbers up to date so that we may contact you quickly if fraud is suspected on your accounts. Our Client Service Center is available Monday – Friday from 8:00 a.m. to 7:00 p.m., and on Saturday from 8:00 a.m. to 1:00 p.m.
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Business Debit Card Alerts FAQs
-
Question
How do I enroll?
AnswerWe have already included you in these enhanced services as part of our fraud protection services.
-
Question
What triggers these alerts?
AnswerTransactions that we have identified as potential fraud trigger the alerts.
-
Question
If I receive an alert, does that automatically block my account from further purchases?
AnswerThe majority of suspected fraud accounts will be blocked, just as they are today. However, some lower risk items may not be declined.
-
Question
If I respond back that the transaction(s) are valid, will you automatically unblock my account?
AnswerYes, though please keep in mind that it could take up to 5 – 10 minutes for a block to be removed in some situations.
-
Question
What if my “yes” or “no” text response has a typo?
AnswerThe system will accept many common typo variations of the “yes” or “no” text message response. If the system cannot understand what was typed, it will generate a message to call a representative for help.
-
Question
Are Real Time Debit Card Alerts available for both consumer and business cardholders?
AnswerYes.
-
Question
In what order will communications occur?
AnswerThe standard order of communication is:
- Text
- Voice Call
Alerts generated overnight result in an email only until calling and texting hours are available. Text will be sent from 7:00 a.m. to 10:00 p.m. in your time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the your time zone.
-
Question
How do the incoming and outgoing voice calls work?
AnswerIf a mobile phone is on record, a text alert is triggered first. All numbers on record that are identified as a mobile phone are utilized. FIS has technology to determine if a phone number is a mobile phone or land line. If there is no response to the text(s), then an automated voice call is generated. The automated voice call asks the client to confirm the authorization(s) are valid or unrecognized. If the cardholder pushes not recognized, the call is transferred to an agent to confirm the alert is fraudulent.
-
Question
Is this service 24 hours, or only in a certain window?
AnswerIn other areas of business, we have calls only going out during certain hours so cardholders aren’t being called before normal waking hours. Emails will be sent 24 hours. Text will be sent from 7:00 a.m. to 10:00 p.m. in the cardholder’s time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the cardholder’s time zone. Texts and voice calls pending from the night before will be triggered the following morning at the applicable time noted above. Agents are available 24/7.
-
Question
How can I stop text messages if I don’t want to receive them any longer?
AnswerAll you need to do is respond back to the SMS text alert with the word STOP. U.S. consumers who have service through AT&T, Verizon, Sprint, and T-Mobile will not be charged message or data rates for our fraud alerts. We absorb that cost for you!
-
Question
Can I still receive alerts on my U.S. mobile phone while travelling internationally?
AnswerWe are unable to send text or phone calls internationally, but please make sure your email address is current as we can always email you 24 hours a day 7 days a week.
-
Question
I have not provided Sandy Spring Bank with my mobile phone number, but would like to receive text messages. How can I sign up for Real Time Debit Card Text Alerts?
AnswerSimply call Sandy Spring Bank’s Client Service Center, or visit any branch location, to add your mobile phone number to your accounts. Please make sure to keep your email address and phone numbers up to date so that we may contact you quickly if fraud is suspected on your accounts. Our Client Service Center is available Monday – Friday from 8:00 a.m. to 7:00 p.m., and on Saturday from 8:00 a.m. to 1:00 p.m.
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Remote Deposit Upgrade FAQs
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Question
What is Remote Deposit Update?
AnswerThe Remote Deposit Update is the latest version (4.1.1) of remote deposit available to Sandy Spring Bank clients. With Remote Deposit Update you will be able to use Google Chrome on PC and Mac computers, and continue to use the same scanner you have today.
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Business Google Pay
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Question
How do I add my debit card to Google Pay?
AnswerAdding your Sandy Spring Bank Debit card to Google Pay takes just a few minutes. First, download the app from Google Play or check to see if it’s already installed on your phone. Then, open the app and follow the instructions.
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Question
What is a virtual card?
AnswerVirtual cards are the digital form of your eligible physical credit and debit cards. When you add your physical card to Google Pay, it is stored as a virtual card. It will have a unique virtual card number that is only associated with Google Pay.
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Question
Which Sandy Spring Bank debit cards are eligible for Google Pay?
AnswerYou can add your Sandy Spring Bank personal and business debit cards including HSA debit cards. ATM-only cards cannot be added.
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Question
What type of device do I need to use Google Pay?
AnswerGoogle Pay works on Android Devices running KitKat 4.4 or higher.
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Question
Where can I use Google Pay?
AnswerGoogle Pay is accepted at millions of places around the world. You can use it anywhere contactless payments are accepted.
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Question
How do I pay?
AnswerGoogle Pay works anywhere you see one of these symbols at checkout. Just wake your phone and hold it near the terminal. You don’t even need to open the app.
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Question
What if my Android Phone is lost or stolen?
AnswerWhile we hope your phone is never lost or stolen, it’s a good idea to enable your Android Device Manager. On your Android device, go to the Google Settings app, and then tap on Android Device Manager. The locator feature is enabled by default, but to enable remote data wipe, tap on the box next to “Allow remote factory reset,” then tap “Activate.”
If your Android Device is ever lost or stolen you can use Android Device Administrator to lock it remotely, create a new password, and wipe your personal information from it.
We also recommend that you notify their mobile carrier and promptly call the Sandy Spring Bank customer service number on the back of your card. You should mention you added your card to Android Pay, so the Sandy Spring Bank can disable the card for use with Android Pay. If you locate the device, you will need to add their card back to Android Pay before making any purchases.
You should also review your Online & Mobile Banking transactions. If you notice any suspicious activity, please contact us immediately by calling the number on the back of your card.
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Question
If I erase my Android Phone, does that cancel my physical cards or can I continue to use them?
AnswerErasing the information on your Android will have no effect on your physical cards. You can continue to use your cards as you normally would. Erasing your Android Phone will delete the virtual cards from Android Pay and they can no longer be used. You can add your credit and debit cards back into Android Pay at any time.
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Question
What if my Sandy Spring Debit Card is lost or stolen?
AnswerPlease call 301.774.6400 or 800.399.5919 and press 2 for our Client Service Center. One of our representatives will block your old card and order you a new one. You will need to update Google Pay with your new card number.
After hours, or on non-business days, please call 800.236.2442 to have your card blocked. On the next business day, please contact our Client Service Center to order a replacement card. You may also request your replacement card using our secure message feature through BankXpress online banking.
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Business SecurLOCK
-
Question
What is SecurLOCK™ Equip?
AnswerSecurLOCK Equip is a mobile app that allows you to control how, when, and where your debit and/or credit cards are used. It is a simple and secure way to manage and monitor your payment transaction activity. SecurLOCK Equip can help keep your payment cards safe and provide instant notifications whenever your card is used.
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Question
What is required to use it?
AnswerSecurLOCK Equip requires you have a debit card (Debit, World, Business or HSA) issued form Sandy Spring Bank. You will also need an Apple or Android smartphone. After downloading the app, you will be instructed to enter your full account number and other authentication information. Once registered, you can begin using the app immediately.
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Question
How do I get the SecurLOCK Equip app?
AnswerIt is simple. If you have an iPhone, just download the app from the Apple store. If you have an Android phone, download the app from the Google Play store. Once the app has successfully downloaded to your smartphone you can begin to register your cards.
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Question
Is there a fee to use the app?
AnswerNo. It is provided to you for free so you have more control over your card.
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Question
How many cards can I register?
AnswerThere is no limit to the number of Sandy Spring Bank cards that may be registered.
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Question
What kind of cards can I register?
AnswerDebit, World, Business or HSA debit cards.
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Question
Why do you need my email address?
AnswerYour email address is needed in case you forget your password and need to reset it.
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Question
Once I register my cards, how do I begin managing and monitoring my payment activity?
AnswerYou can begin using the service immediately. When turning the card off, the little green button in the top right corner of the card image will turn to red. This means that all transactions (expect for recurring payments) will be declined. When you are ready to make a purchase, simply turn the card back on. It is that easy. Now you have the ultimate control to combat fraud.
After you become comfortable with the on/off function you can start selectively setting controls and alerts by channel (in-store, online, mobile, ATM, etc.). You can also set transaction spending limits, select geographic locations where the card can be used, set specific merchant categories, view recent transaction history, receive real-time alerts, and much more.
-
Question
What is a real-time alert?
AnswerIt is an immediate push notification sent to the app. You can select to be alerted on all your payment transactions, or you can select preferred transactions. Preferred alerts are available by spending limits, location, transaction type, and merchant category.
-
Question
By turning my card off am I closing my account?
AnswerNo. Using the card controls does not change the status of your account.
-
Question
How long does it take for a control or alert setting to take effect?
AnswerIt happens immediately after you set and save the option.
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Question
What are Alert Preferences?
AnswerAlert Preferences let you know every time a card transaction is attempted. You can be alerted for all or preferred transactions. Preferred alerts are available by location, transaction type, merchant type, and threshold amount.
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Question
My alerts are supposed to notify me of every transaction, but I am not receiving them.
AnswerOnly the primary device will receive alerts. Use the settings menu in the app to set your device as primary.
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Question
I received a new card number. Will it be automatically updated in the app?
AnswerYou will have to add the new account to the app. This can be done by going to Manage Account and adding the card. Be sure to “unmanage” the old card.
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Question
What if I need help with the app?
AnswerThere is a Help function within the app as well as a Contact Us category where you can send an email to Sandy Spring Bank. You can also call us at 800.399.5919.
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Question
How long will my transaction history display?
AnswerThe last 50 transactions will display in the app for thirty calendar days.
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Question
My pending purchase shows it is for more than I paid. Why?
AnswerSome merchants send pre-authorizations at higher amounts to test a cards validity. For example, a $25 gas purchase might display as $126. Pre-authorizations are common at the pump, for a hotel stay, or for a car rental. Even though the charge is listed in the app for more, it will clear your account for the correct amount.
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Question
How do I access the menu or log out?
AnswerPress the icon that has three stacked lines to reach the menu. This icon is usually found in the top right corner.
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Question
What if my smartphone is stolen? How secure is the app?
AnswerThe app requires a password to access the contents. Also, there is no personal information stored on the smartphone, and transactions cannot be conducted using the app. The app only displays the last four digits of your card number.
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Question
Would a credit, deposit, or payment ever be denied as a result of card controls set in SecurLOCK Equip?
AnswerNo.
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Question
If I have my card turned off, will my recurring transactions go through?
AnswerYes. Merchant recurring transactions will still be approved. You can select to receive alerts on recurring transactions as well.
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Question
If I get a new smartphone how do I begin using the service again?
AnswerJust download the app to your new smartphone and login with your current user id and password. You can then set your controls and alert preferences.
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Question
How do I get more information about the features and functionality of the app?
AnswerDetailed information can be found throughout the app. Help can be found at the bottom of the login page and listed in the menu. On specific pages such as the My Location page tapping the “i “ next to My Regions will open a window with detailed information on how the control works.
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Business Apple Pay
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Question
How do I add my physical credit or debit card to Apple Pay?
AnswerTo add a card on an iPhone or iPad, go into Settings, open Wallet® & Apple Pay, and select “Add Credit or Debit Card.” On iPhone, you can open Wallet, then swipe down and tap the plus sign. From there, use your iPhone’s camera to enter the card information or type it in manually. If you already have credit and debit cards in your iTunes account, you can add those to Wallet by simply entering the card security code. The card security code is a 3-digit code on your card. Keep in mind the first card you store in Wallet is your default payment card, but you can always change that in Settings. Consider making your Sandy Spring Bank Debit Mastercard® your default card.
For more information on adding your credit or debit cards, or compatible devices please visit the Apple Pay page.
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Question
Why am I being asked to call Sandy Spring Bank to verify my card?
AnswerThis is just an extra security step from Apple. Simply call the number provided so we can verify your card. Then look for a Wallet message letting you know your card is ready for Apple Pay.
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Question
What is a Device Account Number?
AnswerApple refers to the digital form of credit and debit cards as the Device Account Number.
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Question
Does Sandy Spring Bank protect my virtual cards?
AnswerYes. Just like your physical credit and debit cards, your virtual credit and debit cards are covered by zero liability protection. The zero liability protection** covers fraudulent purchases and payments made by others using your physical or virtual credit and debit cards. If you suspect unauthorized use of your virtual credit or debit card, please contact us immediately by calling the number on the back of your card.
You should receive access to funds by the next business day in most cases, pending resolution of your claim. Please consult your customer and account agreements for full details.
** See www.mastercard.us/zero-liability.html for details.
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Question
Will merchants receive my physical card number?
AnswerMost merchants won’t have access to your physical card number; they’ll receive the unique virtual card number associated with your credit or debit card.
Please note: MasterCard must provide your physical card number to certain transit merchants (e.g., subway systems) in order to process real-time decisions about whether or not to approve your purchase.
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Question
Which Sandy Spring Bank debit cards are eligible for Apple Pay?
AnswerYou can add your Sandy Spring Bank personal and business debit cards including HSA debit cards. ATM-only cards cannot be added.
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Question
What type of device do I need to use Apple Pay?
AnswerAt this time, Apple Pay works on iPhone models with Face ID, iPhone models with Touch ID, except for the iPhone 5s. It also works with iPad Pro, iPad Air, iPad, iPad mini models with Touch ID or Face ID. You can use Apple Pay with compatible iPhones and iPad for purchases and payments: In stores, Within Apps or On the web in Safari, wherever Apple Pay is accepted.
Please visit Apple for a current list of supported devices. -
Question
Will all merchants accept Apple Pay?
AnswerNo. Not all merchants have adopted this technology. Please continue to carry your physical cards to use where Apple Pay is not accepted. Most merchants will display the contactless payment symbol to let you know they accept contactless payments.
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Question
Will the card image in Apple Pay match my physical card?
AnswerNo. The card image won’t be an exact match. Keep in mind this doesn’t affect how your cards work with Apple Pay.
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Question
Does Wallet show my Sandy Spring Bank debit card transactions?
AnswerWallet displays the time or date of the last Sandy Spring Bank debit card purchase you made with Apple Pay, but it won’t display all your purchase details. For a complete view of all your Sandy Spring Bank debit transactions, sign in to Online Banking or use our Mobile Banking App and select the appropriate account.
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Question
What if my iPhone is lost or stolen?
AnswerWhile we hope your phone is never lost or stolen, it’s a good idea to download Apple’s Find My iPhone app before that happens. You can use the app to quickly place your device in Lost Mode so your information is not accessible, or you can remotely erase your iPhone. Please note: Find My iPhone must be enabled in iCloud settings on your device before you can locate it with this app.
If you can’t download the Find my iPhone app or can’t disable Apple Pay using your iCloud account from another device, you should cancel your physical debit or credit cards which will delete your virtual cards from Apple Pay. You should also review your Online & Mobile Banking transactions. If you notice any suspicious activity, please contact us immediately by calling the number on the back of your card.
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Question
If I erase my iPhone, does that cancel my physical cards or can I continue to use them?
AnswerErasing the information on your iPhone will have no effect on your physical cards. You can continue to use your cards as you normally would. Erasing your iPhone will delete the virtual cards from Apple Pay and they can no longer be used. You can add your credit and debit cards back into Apple Pay at any time.
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Borrowing
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Mortgage Construction
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Question
Who is my primary contact during the construction process?
AnswerOnce your loan is approved, a Construction Loan Administrator (CLA) will be assigned to manage the draw process. The CLA is available to answer any questions you may have and will aid you and your builder in the scheduling of inspections and the disbursement of funds.
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Question
What fees are associated with the construction process?
AnswerWe collect a fee at settlement, which allows for up to six inspections, seven disbursements and, if applicable, modification to a permanent loan. You may be billed for additional fees if you exceed the standard number of inspections and disbursements.
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Question
What is the draw schedule?
AnswerThe draw schedule details the amount of funds available to be disbursed and the necessary requirements to be met throughout the construction process.
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Question
How does the draw process work?
AnswerUpon request of an advance of funds, we will order an inspection. Upon verification of work completed, we will disburse funds in accordance with the draw schedule.
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Question
What is the standard method of disbursing funds?
AnswerWe will deposit funds into your Sandy Spring Bank checking account. For any other method of disbursement you will be charged a $15 fee per advance.
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Question
What is required prior to the first draw?
AnswerPrior to the disbursement of funds, you will need to provide a copy of the building permit, wall check survey, well log (if applicable) and hazard/builders risk insurance.
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Question
Can funds be re-advanced?
AnswerNo. You may make principal reductions at any time, but those funds will not be re-advanced later.
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Question
What if my home is not complete and my loan has matured?
AnswerYou will receive a notice 45 days prior to maturity. At that time, if construction is not complete a loan extension may be required. Contact your CLA for terms and conditions.
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Question
What if the scope of my project changes during construction?
AnswerNotify your CLA immediately if there are changes to your contract, cost, plans or specifications.
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Question
How are payments calculated?
AnswerPayments are interest only based on the outstanding balance, and are due monthly. A bill is mailed to you 15 days before the payment is due. Payments may be deducted automatically from your Sandy Spring Bank checking account or an account at another financial institution.
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Question
My current home is additional collateral on this loan. When I sell my current home, how does the lien get released?
AnswerWhen your current home goes under contract, have the settlement attorney contact your CLA and provide lien release information. Your CLA and settlement attorney will coordinate releasing the lien.
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Mortgage Construction
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Debit and Credit
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Question
Does Sandy Spring Bank protect my virtual cards?
AnswerYes. Just like your physical credit and debit cards, your virtual credit and debit cards are covered by zero liability protection. The zero liability protection** covers fraudulent purchases and payments made by others using your physical or virtual credit and debit cards. If you suspect unauthorized use of your virtual credit or debit card, please contact us immediately by calling the number on the back of your card.
You should receive access to funds by the next business day in most cases, pending resolution of your claim. Please consult your customer and account agreements for full details.
** See www.mastercard.us/zero-liability.html for details.
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Chip Technology
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Question
What are chip cards?
AnswerChip cards have a microchip embedded in the card that provides increased protection against fraud. Your chip card will also have the usual magnetic stripe on the back so that you can continue using your card while merchants are transitioning to new chip card terminals.
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Question
How is this chip card different from a magnetic stripe card?
AnswerA chip card looks just like a traditional card with an embedded chip in addition to the standard magnetic stripe on the back of the card. Rather than swiping your card, you will insert your chip card into the card terminal to complete the transaction.
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Question
Where can I use my chip Debit Mastercard?
AnswerUse your chip card at the exact same merchants you do now—by inserting the card into card terminals that are chip enabled or swiping your card at merchant locations that have not yet switched to chip-enabled card terminals. You can also continue to use your card as you did before for online payments, telephone payments, and at ATMs.
If the ATM is chip enabled, your card will remain in the card reader until your transaction is complete.
*Certain terms, conditions, and exclusions apply. See www.mastercard.us and www.sandyspringbank.com for details.
**If the card is lost or stolen, the MasterCard Zero Liability program protects against unauthorized purchases. See www.mastercard.us/zero-liability for full terms and conditions. Certain restrictions apply.
© 2016 Mastercard. Mastercard, Debit Mastercard and the Mastercard brand marks are trademarks of MasterCard International Incorporated.
Member FDIC -
Question
Can I set-up automatic payments for my chip Debit Mastercard?
AnswerIf you would like to save time and pay bills automatically with your new “chip enabled” Sandy Spring Bank Debit Mastercard, it is easy. Simply contact the providers that send you bills on a regular basis, and ask if you can pay with your Debit Mastercard. No more writing checks or worrying about late payments. Your payments will appear on your monthly statement for easy tracking and record keeping.
*Certain terms, conditions, and exclusions apply. See www.mastercard.us and www.sandyspringbank.com for details.
**If the card is lost or stolen, the MasterCard Zero Liability program protects against unauthorized purchases. See www.mastercard.us/zero-liability for full terms and conditions. Certain restrictions apply.
© 2016 Mastercard. Mastercard, Debit Mastercard and the Mastercard brand marks are trademarks of MasterCard International Incorporated.
Member FDIC -
Question
Can I get cash at ATMs with the chip Debit Mastercard?
AnswerYes, use your debit card to get cash at any Sandy Spring Bank or Allpoint® ATM, plus over a million ATMs around the world that display the Mastercard,® Maestro,® Cirrus® or NYCE® acceptance marks.
*Certain terms, conditions, and exclusions apply. See www.mastercard.us and www.sandyspringbank.com for details.
**If the card is lost or stolen, the MasterCard Zero Liability program protects against unauthorized purchases. See www.mastercard.us/zero-liability for full terms and conditions. Certain restrictions apply.
© 2016 MasterCard. Mastercard, Debit Mastercard and the Mastercard brand marks are trademarks of MasterCard International Incorporated
Member FDIC -
Question
Can I get cash back with my purchases with the chip Debit Mastercard?
AnswerYes, where available and up to a certain amount. At the beginning of your transaction, be sure to ask your cashier if they offer cash back. If they do, you’ll need to enter your PIN.
*Certain terms, conditions, and exclusions apply. See www.mastercard.us and www.sandyspringbank.com for details.
**If the card is lost or stolen, the MasterCard Zero Liability program protects against unauthorized purchases. See www.mastercard.us/zero-liability for full terms and conditions. Certain restrictions apply.
© 2016 MasterCard. MasterCard, Debit MasterCard and the MasterCard brand marks are trademarks of MasterCard International Incorporated.
Member FDIC -
Question
What benefits come with the new “chip enabled” Debit Mastercard?
AnswerThe "chip enabled” Debit Mastercard provides Security, Shopping and Protection benefits* including Mastercard Zero Liability** for unauthorized transactions. If you currently have a Debit Mastercard, these benefits have not changed. Plus you have the added security of the chip on your debit card which also makes it more difficult to copy or counterfeit your card. For information on your card benefits, please see the appropriate Guide to Benefits brochure based on your card type.
*Certain terms, conditions, and exclusions apply. See www.mastercard.us and www.sandyspringbank.com for details.
**If the card is lost or stolen, the Mastercard Zero Liability program protects against unauthorized purchases. See www.mastercard.us/zero-liability for full terms and conditions. Certain restrictions apply.
© 2016 Mastercard. Mastercard, Debit Mastercard and the Mastercard brand marks are trademarks of MasterCard International Incorporated.
Member FDIC -
Question
Who can I contact if I have additional questions?
AnswerSimply contact any of our convenient Sandy Spring Bank Community Offices or our Client Service Center at 800.399.5919 and they will be able to assist you with any additional questions you may have regarding the new chip Debit MasterCard.
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Apple Pay™
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Question
How do I add my physical credit or debit card to Apple Pay?
AnswerTo add a card on an iPhone or iPad, go into Settings, open Wallet® & Apple Pay, and select “Add Credit or Debit Card.” On iPhone, you can open Wallet, then swipe down and tap the plus sign. From there, use your iPhone’s camera to enter the card information or type it in manually. If you already have credit and debit cards in your iTunes account, you can add those to Wallet by simply entering the card security code. The card security code is a 3-digit code on your card. Keep in mind the first card you store in Wallet is your default payment card, but you can always change that in Settings. Consider making your Sandy Spring Bank Debit Mastercard® your default card.
For more information on adding your credit or debit cards, or compatible devices please visit the Apple Pay page.
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Question
Why am I being asked to call Sandy Spring Bank to verify my card?
AnswerThis is just an extra security step from Apple. Simply call the number provided so we can verify your card. Then look for a Wallet message letting you know your card is ready for Apple Pay.
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Question
What is a Device Account Number?
AnswerApple refers to the digital form of credit and debit cards as the Device Account Number.
-
Question
Does Sandy Spring Bank protect my virtual cards?
AnswerYes. Just like your physical credit and debit cards, your virtual credit and debit cards are covered by zero liability protection. The zero liability protection** covers fraudulent purchases and payments made by others using your physical or virtual credit and debit cards. If you suspect unauthorized use of your virtual credit or debit card, please contact us immediately by calling the number on the back of your card.
You should receive access to funds by the next business day in most cases, pending resolution of your claim. Please consult your customer and account agreements for full details.
** See www.mastercard.us/zero-liability.html for details.
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Question
Will merchants receive my physical card number?
AnswerMost merchants won’t have access to your physical card number; they’ll receive the unique virtual card number associated with your credit or debit card.
Please note: MasterCard must provide your physical card number to certain transit merchants (e.g., subway systems) in order to process real-time decisions about whether or not to approve your purchase.
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Question
Which Sandy Spring Bank debit cards are eligible for Apple Pay?
AnswerYou can add your Sandy Spring Bank personal and business debit cards including HSA debit cards. ATM-only cards cannot be added.
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Question
What type of device do I need to use Apple Pay?
AnswerAt this time, Apple Pay works on iPhone models with Face ID, iPhone models with Touch ID, except for the iPhone 5s. It also works with iPad Pro, iPad Air, iPad, iPad mini models with Touch ID or Face ID. You can use Apple Pay with compatible iPhones and iPad for purchases and payments: In stores, Within Apps or On the web in Safari, wherever Apple Pay is accepted.
Please visit Apple for a current list of supported devices. -
Question
Will all merchants accept Apple Pay?
AnswerNo. Not all merchants have adopted this technology. Please continue to carry your physical cards to use where Apple Pay is not accepted. Most merchants will display the contactless payment symbol to let you know they accept contactless payments.
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Question
Will the card image in Apple Pay match my physical card?
AnswerNo. The card image won’t be an exact match. Keep in mind this doesn’t affect how your cards work with Apple Pay.
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Question
Does Wallet show my Sandy Spring Bank debit card transactions?
AnswerWallet displays the time or date of the last Sandy Spring Bank debit card purchase you made with Apple Pay, but it won’t display all your purchase details. For a complete view of all your Sandy Spring Bank debit transactions, sign in to Online Banking or use our Mobile Banking App and select the appropriate account.
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Question
What if my iPhone is lost or stolen?
AnswerWhile we hope your phone is never lost or stolen, it’s a good idea to download Apple’s Find My iPhone app before that happens. You can use the app to quickly place your device in Lost Mode so your information is not accessible, or you can remotely erase your iPhone. Please note: Find My iPhone must be enabled in iCloud settings on your device before you can locate it with this app.
If you can’t download the Find my iPhone app or can’t disable Apple Pay using your iCloud account from another device, you should cancel your physical debit or credit cards which will delete your virtual cards from Apple Pay. You should also review your Online & Mobile Banking transactions. If you notice any suspicious activity, please contact us immediately by calling the number on the back of your card.
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Question
If I erase my iPhone, does that cancel my physical cards or can I continue to use them?
AnswerErasing the information on your iPhone will have no effect on your physical cards. You can continue to use your cards as you normally would. Erasing your iPhone will delete the virtual cards from Apple Pay and they can no longer be used. You can add your credit and debit cards back into Apple Pay at any time.
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Google Pay
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Question
How do I add my debit card to Google Pay?
AnswerAdding your Sandy Spring Bank Debit card to Google Pay takes just a few minutes. First, download the app from Google Play or check to see if it’s already installed on your phone. Then, open the app and follow the instructions.
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Question
What is a virtual card?
AnswerVirtual cards are the digital form of your eligible physical credit and debit cards. When you add your physical card to Google Pay, it is stored as a virtual card. It will have a unique virtual card number that is only associated with Google Pay.
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Question
Which Sandy Spring Bank debit cards are eligible for Google Pay?
AnswerYou can add your Sandy Spring Bank personal and business debit cards including HSA debit cards. ATM-only cards cannot be added.
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Question
What type of device do I need to use Google Pay?
AnswerGoogle Pay works on Android Devices running KitKat 4.4 or higher.
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Question
Where can I use Google Pay?
AnswerGoogle Pay is accepted at millions of places around the world. You can use it anywhere contactless payments are accepted.
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Question
How do I pay?
AnswerGoogle Pay works anywhere you see one of these symbols at checkout. Just wake your phone and hold it near the terminal. You don’t even need to open the app.
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Question
What if my Android Phone is lost or stolen?
AnswerWhile we hope your phone is never lost or stolen, it’s a good idea to enable your Android Device Manager. On your Android device, go to the Google Settings app, and then tap on Android Device Manager. The locator feature is enabled by default, but to enable remote data wipe, tap on the box next to “Allow remote factory reset,” then tap “Activate.”
If your Android Device is ever lost or stolen you can use Android Device Administrator to lock it remotely, create a new password, and wipe your personal information from it.
We also recommend that you notify their mobile carrier and promptly call the Sandy Spring Bank customer service number on the back of your card. You should mention you added your card to Android Pay, so the Sandy Spring Bank can disable the card for use with Android Pay. If you locate the device, you will need to add their card back to Android Pay before making any purchases.
You should also review your Online & Mobile Banking transactions. If you notice any suspicious activity, please contact us immediately by calling the number on the back of your card.
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Question
If I erase my Android Phone, does that cancel my physical cards or can I continue to use them?
AnswerErasing the information on your Android will have no effect on your physical cards. You can continue to use your cards as you normally would. Erasing your Android Phone will delete the virtual cards from Android Pay and they can no longer be used. You can add your credit and debit cards back into Android Pay at any time.
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Question
What if my Sandy Spring Debit Card is lost or stolen?
AnswerPlease call 301.774.6400 or 800.399.5919 and press 2 for our Client Service Center. One of our representatives will block your old card and order you a new one. You will need to update Google Pay with your new card number.
After hours, or on non-business days, please call 800.236.2442 to have your card blocked. On the next business day, please contact our Client Service Center to order a replacement card. You may also request your replacement card using our secure message feature through BankXpress online banking.
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Samsung Pay
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Question
How do I add my physical debit or credit card to the Samsung Pay App?
AnswerFrom the home screen, touch apps, touch Samsung Pay, touch install. Cards can be easily added to the Samsung Pay app by using your device’s camera to scan in your card’s information, or by manually inputting the card information yourself.
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Question
Why am I being asked to call Sandy Spring Bank to verify my card?
AnswerThis is just an extra security step from Samsung Pay. Simply call the number provided so we can verify your card. Then look for a wallet message letting you know that Samsung Pay has been activated. You will also receive an email from Samsung Pay.
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Question
What is a virtual card?
AnswerVirtual cards are the digital form of your eligible physical credit and debit cards. When you add your physical card to Samsung Pay, it is stored as a virtual card. It will have a unique virtual card number that is only associated with Samsung Pay.
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Question
Will merchants receive my physical card number?
AnswerMost merchants won’t have access to your physical card number; they’ll receive the unique virtual card number associated with your credit or debit card.
Please note: MasterCard must provide your physical card number to certain transit merchants (e.g., subway systems) in order to process real-time decisions about whether or not to approve your purchase.
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Question
What type of device do I need to use Samsung Pay?
AnswerYou can use Samsung Pay with the Galaxy S6, S6 active, S6 edge, S6 edge+ and Note 5 and newer devices that are compatible with Samsung Pay. Please visit https://www.samsung.com/pay for a full list of compatible devices.
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Question
Will all merchants accept Samsung Pay?
AnswerSamsung Pay uses proprietary technology that works with both Magnetic Secure Transmission (MST) used to swipe cards and Near Field Communication (NFC) to make contactless mobile payments. MST and NFC enable the Galaxy S6, S6 active, S6 edge, S6 edge+ and Note 5 to make transactions at most card readers where you can swipe or tap your card, excluding gas station pumps.
Please continue to carry your physical cards to use where Samsung Pay is not accepted. Most merchants will display the contactless payment symbol to let you know they accept contactless payments. You can visit this website to determine terminals that accept Samsung Pay https://www.samsung.com/pay
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Question
Will the card image in Samsung Pay match my physical card?
AnswerNo. The card image won’t be an exact match. Keep in mind this doesn’t affect how your cards work with Samsung Pay.
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Question
Does Samsung Pay show my Sandy Spring Bank debit card transactions?
AnswerWallet displays the time or date of the last Sandy Spring Bank debit card purchase you made with Samsung Pay, but it won’t display all your purchase details. For a complete view of all your Sandy Spring Bank debit transactions, sign in to Online Banking or use our Mobile Banking App and select the appropriate account.
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Question
What if my Samsung Phone is lost or stolen?
AnswerSamsung Payments can’t be made from your phone without being authorized via fingerprint or the PIN chosen during the setup process. If you register with Samsung’s Find My Mobile service, you can remotely erase information on the phone, including any cards stored in Samsung Pay. The URL is https://www.samsung.com/us/support/
You should also review your Online & Mobile Banking transactions. If you notice any suspicious activity, please contact us immediately by calling the number on the back of your card.
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Question
If I erase my Samsung Phone, does that cancel my physical cards or can I continue to use them?
AnswerErasing the information on your Samsung will have no effect on your physical cards. You can continue to use your cards as you normally would. Erasing your Samsung Phone will delete the virtual cards from Samsung Pay and they can no longer be used. You can add your credit and debit cards back into Samsung Pay at any time.
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SecurLOCK
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Question
What is SecurLOCK™ Equip?
AnswerSecurLOCK Equip is a mobile app that allows you to control how, when, and where your debit and/or credit cards are used. It is a simple and secure way to manage and monitor your payment transaction activity. SecurLOCK Equip can help keep your payment cards safe and provide instant notifications whenever your card is used.
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Question
What is required to use it?
AnswerSecurLOCK Equip requires you have a debit card (Debit, World, Business or HSA) issued form Sandy Spring Bank. You will also need an Apple or Android smartphone. After downloading the app, you will be instructed to enter your full account number and other authentication information. Once registered, you can begin using the app immediately.
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Question
How do I get the SecurLOCK Equip app?
AnswerIt is simple. If you have an iPhone, just download the app from the Apple store. If you have an Android phone, download the app from the Google Play store. Once the app has successfully downloaded to your smartphone you can begin to register your cards.
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Question
Is there a fee to use the app?
AnswerNo. It is provided to you for free so you have more control over your card.
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Question
How many cards can I register?
AnswerThere is no limit to the number of Sandy Spring Bank cards that may be registered.
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Question
What kind of cards can I register?
AnswerDebit, World, Business or HSA debit cards.
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Question
What if I am having trouble during registration?
AnswerPlease use the Contact Us button at the bottom of the landing page and a Sandy Spring Bank representative will be more than happy to assist you.
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Question
Why do you need my email address?
AnswerYour email address is needed in case you forget your password and need to reset it.
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Question
Once I register my cards, how do I begin managing and monitoring my payment activity?
AnswerYou can begin using the service immediately. When turning the card off, the little green button in the top right corner of the card image will turn to red. This means that all transactions (expect for recurring payments) will be declined. When you are ready to make a purchase, simply turn the card back on. It is that easy. Now you have the ultimate control to combat fraud.
After you become comfortable with the on/off function you can start selectively setting controls and alerts by channel (in-store, online, mobile, ATM, etc.). You can also set transaction spending limits, select geographic locations where the card can be used, set specific merchant categories, view recent transaction history, receive real-time alerts, and much more.
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Question
What is a real-time alert?
AnswerIt is an immediate push notification sent to the app. You can select to be alerted on all your payment transactions, or you can select preferred transactions. Preferred alerts are available by spending limits, location, transaction type, and merchant category.
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Question
By turning my card off am I closing my account?
AnswerNo. Using the card controls does not change the status of your account.
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Question
How long does it take for a control or alert setting to take effect?
AnswerIt happens immediately after you set and save the option.
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Question
If I have my card turned off, will my recurring transactions go through?
AnswerYes. Merchant recurring transactions will still be approved. You can select to receive alerts on recurring transactions as well.
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Question
Can I use My Location, My Region, and International at the same time?
AnswerMy Locations and My Region can work independently or together, but neither can be used in conjunction with International.
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Question
What are Alert Preferences?
AnswerAlert Preferences let you know every time a card transaction is attempted. You can be alerted for all or preferred transactions. Preferred alerts are available by location, transaction type, merchant type, and threshold amount.
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Question
My alerts are supposed to notify me of every transaction, but I am not receiving them.
AnswerOnly the primary device will receive alerts. Use the settings menu in the app to set your device as primary.
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Question
I received a new card number. Will it be automatically updated in the app?
AnswerYou will have to add the new account to the app. This can be done by going to Manage Account and adding the card. Be sure to “unmanage” the old card.
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Question
What if I need help with the app?
AnswerThere is a Help function within the app as well as a Contact Us category where you can send an email to Sandy Spring Bank. You can also call us at 800.399.5919.
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Question
How long will my transaction history display?
AnswerThe last 50 transactions will display in the app for thirty calendar days.
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Question
My pending purchase shows it is for more than I paid. Why?
AnswerSome merchants send pre-authorizations at higher amounts to test a cards validity. For example, a $25 gas purchase might display as $126. Pre-authorizations are common at the pump, for a hotel stay, or for a car rental. Even though the charge is listed in the app for more, it will clear your account for the correct amount.
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Question
I only want to manage one of my cards, but they’re all being displayed.
AnswerTo select the card(s) you wish to manage, go to Settings and choose Manage Cards. Then uncheck the card or cards you don’t want to manage. Once a card is unmanaged, controls and alerts cannot be set for that card.
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Question
How do I access the menu or log out?
AnswerPress the icon that has three stacked lines to reach the menu. This icon is usually found in the top right corner.
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Question
How do I get more information about the features and functionality of the app?
AnswerDetailed information can be found throughout the app. Help can be found at the bottom of the login page and listed in the menu. On specific pages such as the My Location page tapping the “i “ next to My Regions will open a window with detailed information on how the control works.
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Question
What if my smartphone is stolen? How secure is the app?
AnswerThe app requires a password to access the contents. Also, there is no personal information stored on the smartphone, and transactions cannot be conducted using the app. The app only displays the last four digits of your card number.
-
Question
Would a credit, deposit, or payment ever be denied as a result of card controls set in SecurLOCK Equip?
AnswerNo.
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Question
If I have my card turned off, will my recurring transactions go through?
AnswerYes. Merchant recurring transactions will still be approved. You can select to receive alerts on recurring transactions as well.
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Question
If I get a new smartphone how do I begin using the service again?
AnswerJust download the app to your new smartphone and login with your current user id and password. You can then set your controls and alert preferences.
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Question
How do I get more information about the features and functionality of the app?
AnswerDetailed information can be found throughout the app. Help can be found at the bottom of the login page and listed in the menu. On specific pages such as the My Location page tapping the “i “ next to My Regions will open a window with detailed information on how the control works.
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External Transfers
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Question
How do External Transfers work?
AnswerTransfers are made through the Automated Clearing House (ACH) network. Once you make your transfer request the funds are credited on the effective date. Transfers take three business days, not including the day you request the transfer. External Transfers are available to consumer accounts only.
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Question
How long does a Personal Online Banking External Transfer take?
AnswerTransfers begin their processing the next business day after your request, provided they are made prior to the cutoff time. External Transfer requests made after the 6:00 p.m. daily cutoff time do not begin processing until the following business day. The transfer is complete as of the effective date, specified when you request the transfer.
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Question
What do I do if I want to cancel an External Transfer?
AnswerYou cannot cancel a transfer if it has already begun processing. If it is still pending and has not begun processing you may cancel the transfer by clicking ‘delete’ on the transfer from the Pending Transfers page.
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Question
What types of accounts can I setup for External Transfers?
AnswerYou can setup checking and savings accounts for External Transfers. External Transfers are available to consumer accounts only.
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Question
What are the ownership requirements for External Transfers?
AnswerYou must be an owner on the accounts at both Sandy Spring Bank and the other institution. The exception is if you are requesting an account for outbound transfer only. External Transfers are available to consumer accounts only. Sole proprietors and business accounts are not eligible for the External Transfer service. ebiz, our online banking system for business accounts has an External Transfer feature available
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Question
What is the fee for External Transfers?
AnswerThere is no fee for External Transfers.
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Question
What is the dollar limit?
AnswerYou may transfer a total of $5,000 per transfer cycle. A cycle lasts from the time the transfer begins processing until it is completed (usually the settlement date displayed in Personal Online Banking).
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Question
How many accounts can I setup?
AnswerYou may setup three accounts to perform both inbound and outbound transfers using your Sandy Spring accounts. You may setup one account for the purpose of sending outbound transfers only.
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Question
Why would I want to setup an account for outbound transfers only?
AnswerIn the event you have a child away at college and you would like to send money to them electronically, outbound transfers would be a good option. It still requires that you include a voided check for checking accounts and a copy of a recent statement for savings accounts.
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Question
How do I setup accounts for Personal Online Banking External Transfers?
AnswerLogin to Personal Online Banking, click the Accounts tab, and click “Connect An Account”. You will be prompted for a One-Time PIN. Enter the One-Time PIN, read and accept the agreement, then enter your financial institution details. In a couple of days you will need to verify two small dollar deposits to you external account in online banking. You will receive an email, but you will also find a link to the validation page on the Information & Settings page under the gear wheel icon in the header.
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Question
How long does it take to get external accounts setup in Personal Online Banking?
AnswerIt takes about 5-7 business days after validating you small dollar amounts.
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Question
What happens if one of my accounts doesn’t have sufficient funds for the transfer?
AnswerIf a debit is returned for insufficient funds we may cancel your External Transfer service.
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Question
What if I have more questions?
AnswerPlease send us a secure message when you are logged into Personal Online Banking. You may also call us during business hours at 800.399.5919 and press 2 for our Client Service Center.
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General
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Question
What is the bank routing number?
AnswerABA/Routing number: 055001096
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Question
What are the Sandy Spring Bank branch hours?
AnswerPlease click here for our hours.
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Question
Where are Sandy Spring branches located?
AnswerPlease click here for our locations.
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Question
How are withdrawals posted to my account?
AnswerThe bank posts all deposits and credits to a client’s account prior to posting any debits and withdrawals.
All debit/withdrawal transactions will be placed into groups which will determine the priority of when that transaction will post to an account. Within each group, transactions will be posted in date and time order (when available), check serial number order (lowest check number to highest check number) or low to high dollar amount order if neither date/time or check serial number is available.
The chart below that outlines the new posting priority groups and the posting method of each transaction within a priority group.
Group Type Transaction Posting Method 1 Credit All deposits, credits, refunds, transfer credits and advances Low to High Dollar Amount Order 2 Debit Outgoing wire transfers, cashed checks, in-person withdrawals, ATM withdrawals, transfer debits, deposit return items, SSB automatic loan payment, debit advices, and previously incurred service charges/fees (i.e. overdraft fees from previous day) Date/Time Order 3 Debit Non-returnable electronic items (i.e. debit card Point of Sale and signature transactions) Date/Time Order 4 Debit ACH Withdrawals Date/Time Order 5 Debit Checks (in-clearing, electronified, bill payments issued in check form) Serial Number Order 6 Debit Monthly and Maintenance Service Charges Low to High Dollar Amount Order -
Question
According to my receipt I had money in my account when I made my ATM withdrawal; why was I charged an overdraft fee for it?
AnswerThe balance on your receipt reflected the available funds in your account at the time the transaction occurred. When your other outstanding withdrawals for that day were posted to your account that evening, you did not have sufficient funds in your account to cover all your withdrawals. All debit/withdrawal transactions will be placed into groups which will determine the priority of when that transaction will post to an account. Within each group, transactions will be posted in date and time order (when available), check serial number order (lowest check number to highest check number) or low to high dollar amount order if neither date/time or check serial number is available.
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Question
What can I do to avoid overdraft fees?
AnswerYou can avoid overdraft fees by keeping sufficient funds in your account to cover any withdrawals you make. Recording electronic transactions in your register right away helps to keep your records as current as possible. Online banking and telephone banking are also available to monitor your account activity as frequently as you desire at no charge. When you receive your monthly statement, balance your account to make sure you recorded everything. As an added precaution, we do offer overdraft protection options if you would like to apply.
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Question
When will the funds be available when I deposit a non-cash deposit?
AnswerIn most cases, our policy is to make funds available to you on the first business day after the day we receive your deposit. For determining the availability of your deposit, every day is a business day, except Saturday, Sunday, and federal holidays. If you make a deposit before 3:00 p.m. (Maryland Offices) or 4:00 p.m. (Virginia Offices) on a business day that we are open, we will consider that day to be the day of your deposit.
There are a few instances where we do not make all of the funds you deposited available to you on the first business day after the day of your deposit. Depending on the type and amount of the check that you deposit, funds may not be available until the fifth business day after the day of your deposit. However, the first $200 of the deposit will be available to you on the first business day after the day of your deposit. We will notify you if we are not going to make all funds available to you on the first business day after the day of your deposit. For more information please refer to the Funds Availability Disclosure in our Personal Deposit Account and Electronic Banking Agreement.
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Question
Why is my available balance more or less than my current balance?
AnswerThe available balance for your account may differ from the current balance because of pending transactions that have been presented against the account, but have not yet been processed. Once processed, the transactions are reflected in the current balance and show in the account history.
The available balance also includes credit available if you have a line of credit linked to your checking account.
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Question
Where is the account number located on my checks?
AnswerFor personal accounts, the account number is the 10-digit number immediately, following the routing number at the bottom of your check. Our bank routing number, 055001096, is listed first followed by your 10-digit checking account number.
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Question
How can I change the address on my accounts?
AnswerYou can change your address by contacting our Client Service Center or visiting any community office to complete a Change of Address form. You can also send us a secure email through BankXpress online banking or a letter that includes your account number(s) and signature to: Sandy Spring Bank (SSB), Client Service Center, 17801 Georgia Avenue, Olney, MD 20832.
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Question
How can I order personal and/or business checks or deposit slips?
AnswerPersonal Check Orders Business Check Orders
or by contacting our Client Service Center at 800.399.5919 and pressing 2. You may also visit any of our branches during lobby hours.
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Question
How can I place a stop payment?
AnswerYou can stop payment of a check through BankXpress online banking, ebiz online banking, or by contacting our Client Service Center at 800.399.5919 and pressing 2. You may also stop by any of our community offices. Certain fees may apply. Please refer to our Personal Deposit Account and Electronic Banking Agreement for more information.
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Question
How do I stop an auto-debit from my account?
AnswerIf another financial institution or company, such as an insurance company or health club, is debiting your account, you will need to contact them directly to cancel the auto-debit.
If Sandy Spring Bank is debiting your account for payment on a SSB loan or service, please mail a letter instructing us to cancel the auto-debit to: Sandy Spring Bank, 17801 Georgia Ave, Olney MD 20832, or visit one of our community offices.
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Question
How do I send a wire transfer?
AnswerRequests for an outgoing wire transfer must be originated in person at one of our community offices during lobby hours. You will need to contact the receiving company/organization to obtain their wiring instructions. There are fees to send wires both domestically and internationally. For complete details, please contact our Client Service Center at 800.399.5919 and press 2.
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Question
What information do I need for an incoming wire transfer?
AnswerYou will need to provide your Sandy Spring Bank account number to the company who will be wiring the funds to you. Remember: your account is the ten-digit number located at the bottom of your check following the ABA/Routing number.
Certain fees may apply. For more information, please contact our Client Service Center at 800.399.5919 and press 2.
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Question
How do I change my name on my accounts?
AnswerTo change your name on an existing account, you will need to complete a new signature card and provide verification of the legal change of name, which includes an updated social security card. You can do this by contacting our Client Service Center or visiting one of our community offices during lobby hours.
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Question
What does “electronified” check mean?
AnswerAn electronified check means that the information from the paper check has been submitted to us electronically. The merchant or other financial institution guarantees that this is a true representation of the paper check and that they are submitting the electronic request in place of the paper check. They further guarantee that the paper check will not be submitted for payment. With an electronified check, Sandy Spring Bank does not receive the paper check; therefore, we cannot return it in your statement.
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Question
Do you offer Certificates of Deposit?
AnswerYes, please choose the type of CD below for more information.
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Question
Does Sandy Spring Bank offer certified checks?
AnswerWe provide Cashier’s Checks, which are guaranteed funds, for Sandy Spring Bank clients. Certain fees may apply. Please refer to our Personal Deposit Account and Electronic Banking Agreement and Personal Fee Schedule for more information.
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Question
Does Sandy Spring Bank offer Cashier’s Checks? If so, how do I get one?
AnswerYes, we do offer Cashier’s Checks. You can request one at any of our community offices. Certain fees may apply. Please refer to our Personal Deposit Account and Electronic Banking Agreement and Personal Fee Schedule for more information.
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Question
Does Sandy Spring Bank have notary service available? When and where?
AnswerNotary service is usually available during lobby hours in our community offices. We recommend that you call ahead to verify that there is a notary available. Certain fees may apply. Please refer to our Personal Deposit Account and Electronic Banking Agreement and Personal Fee Schedule for more information.
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Question
What is the safe deposit box availability?
AnswerSafe deposit box availability varies by community offices. It is best to check with the most convenient community office to determine if the box size you would like is available.
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Question
What are your mortgage rates?
AnswerSince mortgage rates can change several times a day, we recommend that you speak directly to our mortgage department at 800.869.8523 for the most up-to-date mortgage rates.
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Question
How can a third party receive a payoff quote for my loan?
AnswerA third party can request a written payoff quote by faxing that request to 703-319-9518. The request must include the client’s written authorization. Requests received prior to 3:00 p.m. will be faxed to the requestor’s fax number the next business day.
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Question
What are your deposit rates?
AnswerClick here for our current deposit rates.
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Question
What are your consumer loan rates?
AnswerClick here for our current consumer loan rates.
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Question
How can I change the PIN to my Debit Card?
AnswerYou can change your PIN at any of our community office ATMs. Press “More Selections” and “PIN Change”. If you have forgotten your PIN, you can request a PIN reminder by contacting our Client Service Center at 1.800.399.5919 and pressing 2.
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Question
Can I have more than one Debit Card for my personal and/or business checking account?
AnswerIt is our practice to issue one Debit Card per person for personal clients and one per authorized signer for each business entity. If you have special circumstances, please contact our Client Service Center at 800.399.5919 and press 2.
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Question
Why can’t I access all of my accounts using my Debit Card?
AnswerThere is one primary checking account and one primary savings account on the Debit Card. When making MasterCard purchases only the primary checking account will be used. You may add additional accounts to your Debit Card by calling the Client Service Center at 800.399.5919 and press 2, or visiting any of our community offices. These secondary accounts are only accessible through Sandy Spring Bank ATMs.
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Question
My Debit Card is about to expire; when will I receive a replacement?
AnswerA replacement card should arrive on or about the first of the month the card is supposed to expire. i.e. If your card expires 11/14, then you should receive your replacement around the first week of November. If you haven’t received your replacement card by the 15th of the month your card will expire, please contact the Client Service Center at 800.399.5919 and press 2.
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Question
How do I dispute a transaction made with my Debit Card?
AnswerPlease contact our Client Service Center at 800.399.5919 and press 2, to report unauthorized transactions on your check card.
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Question
What should I do if my Debit Card is lost or stolen?
AnswerPlease call 301.774.6400 or 800.399.5919 and press 2 for our Client Service Center from 8 a.m. to 7 p.m. Monday thru Friday, and from 8 a.m. to 1 p.m. on Saturdays. One of our representatives will block your old card and order you a new one.
After hours, or on non-business days, please call 800.236.2442 to have your card blocked. On the next business day, please call our Client Service Center to order a replacement. You may also request your replacement card using our secure message feature through BankXpress online banking.
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Question
What should I do if my Sandy Spring credit card is lost or stolen?
AnswerFor information on how to report a lost or stolen Sandy Spring Bank credit card, please Click here
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Question
Why can’t I log onto Personal or Business Online Banking?
AnswerPlease contact us at 800.399.5919 and press 2 for our Client Service Center. Let us know what error information you received when attempting to log on and we will assist you in logging on successfully. We are available Monday – Friday 8:00 a.m. to 7:00 p.m. and Saturdays 8:00 a.m. to 1:00 p.m.
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Question
If I am not a Sandy Spring Bank client, can I cash a check payable to me?
AnswerYes, if the check is drawn on Sandy Spring Bank, you may present it for payment at any of our community offices. There must be sufficient, available funds in the account on which the check is drawn and you must provide a valid form of identification at the time of the transaction.
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Question
Can I cash checks in the drive-thru if I am not a Sandy Spring Bank client?
AnswerYes, with a valid form of identification.
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Mobile Banking
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Question
How much does this service cost?
AnswerMobile banking is a free service offered to our online banking customers. However, there may be charges associated with text messaging and data usage on your phone. Check with your mobile phone carrier for applicable fees.
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Question
I’m not enrolled for personal online banking. Can I still use personal mobile banking?
AnswerYes, just download the mobile app and tap to enroll. The same login information is used for mobile and online banking.
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Question
How do I sign up for personal mobile banking?
AnswerIf you are already a personal online banking user, download the app and use your online credentials to login. If you are not a current user of personal online banking, download the app and tap to enroll from your mobile device.
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Question
Is it secure?
AnswerYes, our mobile banking service utilizes best practices from online banking, such as HTTPS, 128-bit SSL encryption, PIN or password access, and application timeout when your phone is not in use. Only the phones that you personally enroll in the service can access your accounts, and account data is never stored on your phone. In the event your phone is lost or stolen, the service can be immediately disabled by either going to sandyspringbank.com or calling our Online Banking support line at 800.399.5919.
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Question
Which wireless carriers are supported by personal mobile banking?
AnswerWe support all the popular U.S. mobile phone carriers for text banking, including AT&T, T-Mobile, Verizon, Sprint/Nextel/Boost, Alltel (Now includes Midwest), Virgin Mobile, Cricket, and U.S. Cellular. If your carrier is not listed, check back later as new carriers are added over time.
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Question
Do I need a text message or data plan?
AnswerYes, a text messaging and/or data plan is recommended, as data usage can become expensive without them. Please check with your wireless carrier for more information.
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Question
What is Activation?
AnswerActivation is a one-time process that helps ensure your security. After you enroll a phone, you will receive an activation code which will be required to begin using mobile banking on your device. Your activation code is good for 24 hours. If you are unable to activate your phone during that time, just return to the management page on your computer and follow the prompts to request a new activation code. We recommend you print your activation code and instructions for easy reference during installation.
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Question
What is Sandy Spring Bank text banking?
AnswerSandy Spring Bank text banking gives you access to your accounts via text messages on your phone. It’s a fast, easy way to look up account balances or recent account history by sending a text command.
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Question
What is the Sandy Spring Bank text banking code?
AnswerThe Sandy Spring Bank text banking code will be provided to you once you enroll in text banking. For ease of use, we recommend that you add this number to your phone’s address book or contacts and name it something that you will easily recognize, such as Sandy Spring Bank Text Banking.
After you enroll, text a command to 334-421-5037 and we’ll reply with your requested information in seconds.
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Question
Can I use both text banking and mobile banking on my phone?
AnswerYes, you can use both options from the same phone. To do so you will need to activate each option on your phone prior to use. We recommend that you activate both text banking and mobile banking when you enroll, even if you aren’t sure that you will want to use both. By activating both at the time of your enrollment, you will eliminate the need to make changes later.
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Question
Is text banking supported on my phone?
AnswerSandy Spring Bank text banking will work on any text message capable phone from one of our supported carriers.
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Question
Will I receive unsolicited text messages?
AnswerNo. You will only receive messages when you specifically request them with one of the text banking commands.
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Online Banking & Bill Pay
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Question
How Do I Update My Personal Online Banking Passcode?
AnswerOn the Personal Online Banking login screen, click “Forgot Passcode?” and follow the instructions.
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Online Banking Passcode Requirements
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Question
How often do I need to change my Personal Online Banking passcode?
AnswerSandy Spring Bank asks that you to change your personal online banking passcode at least once every twelve months. However, you may change your passcode as many times as you would like during the year and regular updates are encouraged to keep your account secure.
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Question
Can I reuse an old Personal Online Banking passcode?
AnswerWe recommend that you create a new Personal Online Banking passcode every time you change your passcode.
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Question
What are the requirements for my Personal Online Banking passcode?
AnswerCreate an online banking passcode with a minimum of 8 characters, 1 letter, 1 number, and 1 special character. Special characters include: ! $ % , + - . : = ? { } _ [ ] ~ @. The passcode cannot be the same as your User ID and it is case sensitive.
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Question
When using Personal Online Banking, will I be automatically logged out of my account?
AnswerFor your security after 15 minutes of inactivity Personal Online Banking will automatically log you out of your account. To avoid being timed-out of your account, interact with your account online within a 15 minute period.
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Question
How often can I change my Personal Online Banking passcode?
AnswerYou can change your online banking passcode as many times as you wish. Your passcode must be a minimum of 8 characters, 1 letter, 1 number, and 1 special character. This cannot be the same as your User ID and it is case sensitive.
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Question
I have a checking account and share my Personal Online Banking login and passcode with my spouse (who is a joint accountholder). Can I continue to do that?
AnswerSharing an online banking username and passcode is not recommended. You and others who share a joint account should have your own user IDs and passcodes. To enroll in Personal Online Banking, visit sandyspringbank.com and click on Login to Personal Online Banking. Then click on Enroll.
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Online Banking Multi-Factor Authentication
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Question
Why use multi-factor authentication with online banking?
AnswerMulti-factor authentication provides an extra layer of protection to your personal online banking account. These days a simple password isn’t always enough to make sure that someone is who they say they are. Multi-factor authentication makes it harder for fraudsters to access client accounts with a password alone.
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Question
What is multi-factor authentication for online banking?
AnswerMulti-factor authentication adds a second step to the login process to verify your identity and reduce fraud risks. After you enter your username and password, you could be prompted to enter a security code to gain access to your online account. Per your selection, the security code will be delivered to your cell phone or email. The unique security code sent to your cell phone or email can then be entered in the prompt for access to your online account.
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Question
How do I update my mobile number in Personal Online Banking?
AnswerTo update your mobile number you will need to be logged into your Personal Online Banking account. Once you’re logged into online banking, go to the Information & Settings menu by clicking the gear wheel in the header. Select Change Contact Information, and answer your verification questions. Then add your current mobile number. You’ll need to verify the changes you’ve made. Please continue to follow the prompts until you see a security code delivery preference page. Check the box to receive text alerts and submit.
Then click Information & Settings, and visit the Mobile Manager to update your device/number if you have gotten a new device or are using text banking.
You will receive an automated email confirming the changes you’ve made to your account.
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Question
How do I update my contact information to be ready for multi-factor authentication?
AnswerThere are two ways to be ready for multi-factor authentication: verifying your contact information (email and mobile phone) in Personal Online Banking and updating your security code delivery preference.
To confirm your contact information is up to date in online banking, log into online banking and go to the Information & Settings page by clicking the gear wheel in the header. Select Change Contact Information and answer your verification questions. Then add your current mobile number. On the same screen you can also confirm your email. You’ll need to verify the changes you’ve made. Please continue to follow the prompts until you see a security code delivery preference page. Check the box to receive text alerts and submit.
You will receive an automated email confirming the changes you’ve made to your account.
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Question
Is there a difference between receiving email or mobile security codes?
AnswerWhile you will be able to enter a security code from email or mobile delivery, we recommend you choose mobile delivery to receive security codes. Text messages are the fastest way to receive the codes because the codes are at your fingertips. We also believe that security codes on your mobile phone are the easiest way to securely log in to your account.
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Privacy
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Question
What kind of information does Sandy Spring collect?
AnswerThe kind of information we collect depends upon your financial needs and the products and services you request. For example, when you apply for a loan with us, we need information about your financial status – such as your place of employment, income, monthly expenses and personal assets and debts outstanding – to process your loan application. In addition, in order to make your banking as convenient and efficient as possible, we maintain information about your transactions with us, your account balance, and repayment history. Our collection and use of information is consistent with the Voluntary Guidelines for Responsible Use and Protection of Customer Information developed by the American Bankers Association.
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Question
How does Sandy Spring obtain the information?
AnswerWe collect information from many sources. Much of our information comes directly from you when you fill out a loan or account application. For a loan application, we also obtain information from credit reporting agencies and other creditors regarding your credit and repayment history. We retain communications from you (such as letters or emails) in order to answer questions you may have and to keep records of your requests or concerns regarding our products and services. We also use your letters or emails to measure how effectively we have addressed your concerns. We also obtain demographic and household information from outside sources such as database information firms.
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Question
Who at Sandy Spring has access to my information?
AnswerWe have strict internal policies against unauthorized use or disclosure of your information. Our employees have an appropriate level of access to your personal information in order to conduct your financial affairs. We emphasize the importance of confidentiality through our code of conduct, employee training, operating procedures and privacy policy. We require the businesses with which we have a relationship to maintain the confidentiality of consumer information.
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Question
Why does Sandy Spring need my information?
AnswerWe maintain information and data about you to maintain the security of your accounts and to protect you and the entire institution against fraud. We need clear and accurate information to be able to positively identify you and authenticate your transactions in order to prevent access to your accounts by unauthorized individuals.
We also collect and analyze client information as the first step in developing new products. For example, if we know you are a homeowner in need of additional financing, we can recommend a home equity loan or credit line as an alternative to an installment loan because of its potentially lower costs and tax benefits.
We are also required by laws and regulations to gather certain information. For example, we are required by federal regulation to obtain a tax identification number (generally a social security number) for many of our accounts, including all savings, checking and/or investment accounts that pay interest.
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Question
What do I do if I see any inaccurate information on my statements?
AnswerSandy Spring works hard to assure that your information is current, accurate, and as complete as possible. If you see any inaccuracy in your statements or in any other communications from us, please call our Client Service Center at 800.399.5919 or 301-774-6400 or contact us at [email protected]. It is our policy to investigate and correct inaccuracies in a timely manner.
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Question
Are there any regulations on disclosure of account information?
AnswerYes. Under current law, we are allowed to share certain information such as your name, address, and information about your accounts – among our family of companies. In some cases, such as fraud investigation or in response to a validly issued search warrant or subpoena, we may be required by law to provide certain information to law enforcement agencies. There are also laws and regulations that affect the sharing of information with firms outside our family of companies such as check printers, data processors and marketing firms.
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Question
Why does Sandy Spring share information within its family of companies?
AnswerOur goal is to make your financial dealings with us more efficient and easier for you to manage. In addition, information sharing allows us to keep you informed about new products and services, often provided at special rates because you have other account relationships with us. It also helps us to prevent fraud. For example, because of information sharing, a client who reports a lost or stolen debit card knows that the information will automatically be shared throughout our family of companies to prevent problems with other accounts. These uses of information not only offer you convenience, they also dramatically increase the chance of preventing further losses and of apprehending the thief.
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Question
Will my medical records be shared within your family of companies?
AnswerNo. We recognize that, when clients provide medical information for a specific purpose, they do not wish it to be used for any other purpose other than to provide the product or service they have requested. If a client provides personal medical information, we will use it only for the purpose for which it is intended and will not disclose it unless you direct us, in writing, to do so.
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Question
Can I prevent my information from being shared with other companies in your family of companies?
AnswerYes. You can choose to opt out of affiliate information sharing, except for information about your specific transactions and experience.
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Question
Why does Sandy Spring share information with outside companies?
AnswerWe use third parties to help us process your financial transactions and to provide you with a full range of financial products and services. For example, we use third parties to print your checks, to process your account transactions, to help us market our products and services, and to mail account statements. This means more efficient services and helps keep your costs as low as possible. In addition, when you open an account or apply for a loan, or line of credit, we use various credit bureaus as part of the process for approving your application. We may also use outside companies to help us with fraud investigations.
We may retain vendors to help us to better understand our customers’ needs and to optimize our customers’ online experience. Our vendors may use cookies and other technologies to collect data about our customers and their online experience. Our vendors are contractually forbidden to sell or share any of the data collected on our behalf.
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Question
Will the third parties keep my information confidential?
AnswerWe will not share your information with any company that does not agree to keep your information confidential. We carefully select the third-party companies we work with and any information that is shared is always subject to a strict confidentiality agreement. Moreover, it is a violation of federal law for a third party to reuse customer information received from us unless that information is also publicly available elsewhere.
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Question
How do I remove my name from Sandy Spring’s marketing lists?
AnswerTo remove your name from our marketing lists, please do one of the following;
- Write to:
Quality Control – Operations
Sandy Spring Bank
17801 Georgia Avenue
Olney, MD 20832 - Call our Client Service Center at 800.399.5919 or 301.774.6400
- Send us an email at [email protected]
- Visit your nearby community office
In order to ensure that we accurately reflect your request, please provide your full name, street address, and social security number. For telemarketing and/or email requests, also include your telephone number or email address as appropriate. It may take up to eight to twelve weeks for your request to be fully effective. If you choose to remove your name from our list, you may not hear of new products, special offers or discounts that we extend to our clients from time to time. Please note that we will continue to send you marketing material and promotional materials in your statements.
Go to the Sandy Spring Privacy Notice
- Write to:
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