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 the Card Management tab. This is located on your Account Dashboard or in the settings for your account. (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; if after hours, call 1-888-297-3416.

Can I use my Debit Card for a foreign transaction?

Yes. 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?

Yes. For domestic travel, please create a travel plan through our SSB Mobile App by clicking on Personal Settings and then Travel Notices. Or contact your local branch office prior to leaving on your trip. 

For international travel (including Mexico and Canada), please contact your local office before leaving and we will assist you in setting up the proper controls for international card use.

How can I manage my Debit Card?

Shelby State Bank provides card management through our SSB Mobile App. You have control to turn your card on and off, set alerts, notifications and spend limits. Card Management is located on your Dashboard or within the account number tied to your debit card.

How do I enroll in Internet Banking?

Click here and follow the steps or download the SSB Mobile App and select "First time user? Enroll now."

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 for online banking or on the app for mobile banking. You can also change your password anytime by logging in to your online account and selecting the Security tab in your settings.

I am locked out of Online Banking. How do I gain access?

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

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

After logging into Online Banking, locate your Settings tab found in your Personal Profile. Under the Settings tab, you will be able to change your password, two-step authentication, email address, phone number, enroll and/or manage eStatements, and manage devices. 

How do I set up User Alerts?

After logging into Online Banking, click on your Profile on your Dashboard. Go to Personal Settings, and then User Alerts. From this menu, you will be able to select, set and manage various alerts and alert receipt methods.

Can I use my tablet for Online Banking?

Yes. The SSB Mobile App is compatible with iPads and Android Tablets.

Will my Online Banking profile ever close?

Yes. For security purposes, after 180 days of inactivity, your online banking profile 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. Our SSB Mobile App is available for Androids and iPhones. Go to your app store and search for Shelby State Bank Mobile and click on Download. Once the SSB App has been installed, you can use your established online banking credentials to login or select "First time user? Enroll now." through the 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.

Are there account activity alerts?

Yes. Account and debit card alerts can be set and managed through Online Banking or the SSB Mobile App. You have the option of receiving alerts and notifications via text message or email. Click on your side menu, select your Profile, and click Settings. From this menu, select The Shelby State Bank under Accounts and then click the Account and Alert preferences. This will allow you to set and manage balance and transaction alerts and alert receipt methods. From the Dashboard, you can also select Card Management, which offers even more notification options.

Can I do a Mobile Deposit?

Yes. From the SSB Mobile App, you can now use your mobile device to make a deposit. Just locate the Deposit Checks tab on the side menu bar to enroll. Once enrollment has been approved, please ensure you clearly write "For Mobile Deposit Only" below your endorsement on the back of the check you are depositing.

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?

Please contact or stop in to your local branch office to complete a stop payment request.