FAQ

How do I dispute a debit card transaction?

If an incorrect or unauthorized transaction posts to your account, it is recommended you attempt to resolve the error with the merchant first. If you are unable to reach the merchant or they are unable to help you, you can file a dispute with Shelby State Bank.

What do I do if my Debit Card is lost or stolen?

If your debit card is lost or stolen, please report it immediately to prevent unauthorized use. If you utilize the SSB mobile app, shut your card off immediately using Card Controls. (You can switch it back "on" at any time if you find your card.) Contact your local branch of Shelby State Bank during normal business hours, or, if after hours, call 1-888-297-3416.

Can I use my Debit Card for a foreign transaction?

If you are purchasing an item outside of the United States using your debit card, please contact your local branch of Shelby State Bank prior to attempting the transaction. We will work with you to complete the transaction.

Can I use my Debit Card while I am traveling?

For domestic travel, please create a travel plan through our SSB Mobile App or contact your local branch office prior to leaving on your trip. For international travel (including Canada), please contact your local office before leaving and we will assist you in setting up the proper controls for your convenience and safety.

Are there Debit Card Controls?

Shelby State Bank provides card controls through our SSB Mobile App. You have control to turn your card on and off, set alerts, notifications and spend limits.

How do I enroll for Internet Banking?

Click here and follow the steps.

How do I recover my password?

Your password can be recovered by clicking on the Forgot Password link in the Login tab on the homepage. You can change your password by logging in to your online account and selecting the profile tab.

I am locked out of Online Banking, how do I gain access?

To unlock your account, please contact your local branch of Shelby State Bank.

How can I change personal information on my Online Banking profile?

After logging into Online Banking, click the Profile tab, located in the top menu bar. Under this tab you will be able to change your password, challenge questions, email address phone number, enroll and/or manage eStatements and manage mobile devices.

How do I set account alerts?

After logging into Online Banking, click on the Alerts tab located in the top menu bar. You will be able to select, set and manage various alerts and alert receipt methods from this menu.

Can I use my tablet for Online Banking?

Yes, Online Banking is compatible with iPads and Android Tablets.

Will my Online Banking account ever close?

Yes, for security purposes, after 180 days of inactivity the online banking account will automatically close. If this happens, it will be necessary to re- enroll for Online Banking.

What is Bill Pay and how do I access it?

Bill Pay is a service that allows you to pay a person or company through your Online Banking account. To enroll, simply click the Bill Pay tab after you've logged into your Online Banking account. You determine what payees you want, when you want to make the payment and which account you want the payment to come from. It is safe, secure and easy to use.

Please note: Upon enrollment the primary checking account will automatically flow to Bill Pay. Contact your local branch of Shelby State Bank to add additional accounts to pay from.

How are bill payments delivered?

Payments are sent one of two ways - electronically or by paper check. The majority of payments are delivered electronically. Your payment information, such as your account number, is sent via secure transmission. All other payments are made by paper checks that are mailed via the U.S. Postal Service.

How long does it take before my payment is received?

Generally, payments are received within 2 to 7 days, dependent on how it was sent – electronically or via paper check.

Is Mobile Banking available?

Yes. Simply enroll for an online banking account and download the SSB Mobile App.

How do I get Mobile Banking on my phone?

Our SSB Mobile App is available for Android and iPhones. Simply go to your App store and search for Shelby State Bank Mobile and click on download. Once the SSB App has been installed, you will use your established Online Banking credentials to login.

Is Text Banking available?

Yes, to sign up for text banking: Login to Online Banking, click on "Profile" and click on Manage Devices and follow the prompts to active a phone number.

Are there Mobile Alerts?

Account alerts can be set and managed through Online Banking. Card alerts can be established and managed through our Mobile Banking app. You have the option of receiving alerts and notifications via txt message or email.

Can I do a Mobile Deposit?

If you are already enrolled in Online Banking and have downloaded the SSB Mobile Banking App, you can now use your mobile device to make a deposit. Please ensure you clearly write “For Mobile Deposit Only” above your endorsement on the back of the check you are depositing.

Are my Mobile Deposits limited?

Yes, the daily deposit limit for Mobile Deposits is $5,000 with a check deposit limit of $5,000.

Is Phone Bank still available?

Yes, Shelby State Bank offers Telephone Banking. Simply call 1-888-327-5875 and follow the prompts.

What options are available with Phone Bank?

Phone Bank is fully functional allowing you to obtain your account balances, transfer funds between accounts, make loan payments and/or change your Phone Bank PIN number. The Phone Bank number is 1-888-327-5875.

How do I request a Stop Payment?

Login to your online banking account in the upper right-hand corner and follow the steps that are outlined here or contact your local branch office.