FAQs

Frequently Asked Questions

Learn more about the great tools and account functions available to you. Click any question for an answer. Still need help? Reach out to a friendly banking expert at your neighborhood branch, call (844) 259-5473 or submit your question online.

FAQ Categories

Overdrafts

What is an Overdraft?

An overdraft occurs when you do not have enough money in your account to cover a transaction, but we pay it anyway.

We can cover your overdrafts in two different ways:

  1. We have standard overdraft practices that come with your account.
     
  2. We also offer overdraft protection plans, such as a link to another account or a line of credit, which may be less costly than our standard overdraft practices. To learn more, ask us about these plans.

What are the standard overdraft practices that come with my account?

We do authorize and pay overdrafts for the following types of transactions:

  • Checks and other transactions made using your checking account number
  • Automatic bill payments

We will not authorize and pay overdrafts for the following types of transactions without your consent:

  • ATM transactions
  • Everyday debit card transactions

We pay overdrafts at our discretion, which means we do not guarantee that we will always authorize and pay any type of transaction.

If we do not authorize and pay an overdraft, your transaction will be declined.

What fees will I be charged if The Andover Bank pays my overdraft?

Under our standard overdraft practices:

  • We will charge you a fee of $33.00 each time we pay an overdraft.
  • We will not charge you a fee if your account is overdrawn less than $5.00 on any given day. If your account is overdrawn for 11 or more consecutive business days, we will charge an additional $2.00 per day.
  • There is a limit of $231.00 per day on the total fees we can charge you for overdrawing your account.

What if I want The Andover Bank to authorize and pay overdrafts on my ATM and everyday debit card transactions?

If you want us to authorize and pay overdrafts for which an overdraft fee will be assessed on ATM and everyday debit card transactions, call (844) 259-5473, complete this form, visit a branch, or mail it to: P.O. Box 1300, Andover, OH 44003. You can revoke your authorization for The Andover Bank to pay these overdrafts at any time by any of the above methods. Your revocation must include both your name and your account number so that we can properly identify your account.

If you have more than one account, you will need to tell us your preference for each account.

Online Banking

What do I need to enroll in online banking?

You need your full account number, social security number and email address.  Go to www.andover.bank > Account Login (or  > Enroll Now and follow the prompts.

Why can’t I login to online banking?

There are a few reasons for login problems:

  • Incorrect Username or Password. Verify your username and password is being entered correctly.  *Tip: Avoid using saved, autofill or suggested usernames/passwords that your browser/device may suggest and try manually entering your credentials.  If you have forgotten your password, you can use the Forgot Password link. 

  • Access is Locked – Too many invalid login attempts and/or incorrect responses to security questions will lock your account.  Contact Customer Support at 1-844-259-5473 for assistance.

  • Service Selected is Incorrect – If you are a Commercial online banking customer, use the drop down arrow to select Commercial Online Banking.  All others should leave the service as Retail Online Banking.

  • Navigation to Website  – If you use a favorite, bookmark or shortcut to get to our homepage, try typing our URL www.andover.bank into the navigation bar of your web browser.  If you are using a search engine to get to the website, select the result that directs you to the URL www.andover.bank

  • Internet/Web Browser – Online banking runs best on the most updated web browser versions.  Make sure your web browser is up to date.

  • Cache and Cookies – Cache and Cookies are files created by websites you visit.  They make your online experience easier by saving browsing information.  Over time, these stored files can affect how your web browser performs and they need to be cleared/deleted.

What are the web browser and operating system requirements?

Our site runs best on the latest versions of major internet browsers (Chrome, FireFox, Internet Explorer, Edge and Safari).  Keep your browser up to date ensure optimal performance and security on our website.  Mobile devices (smartphones and tablets) minimally require Apple IOS 11.0 or Android 5.0 to support the mobile app.  

Mobile devices that cannot update to the minimum requirements may still load online banking; however, not all features will be available.

How do I clear cache and cookies?

Each web browser is different.  Please refer to your browser’s HELP or support for instructions.

Why do I keep getting asked to re-register my device?

You will be asked a challenge question each time you login unless you check the box to register the device.  

                There are several other reasons that you may be asked to re-register a device:

  • You have switched to a new browser or changed your browser settings
  • You deleted your cookies
  • You’ve modified your device/computer, it’s operating system or software settings
  • Your internet provider changed  its system settings affecting our ability to recognize your device
  • You have changed or reset your password

                Also, for enhanced security, online banking may ask a challenge question at random – even if the device is registered.  *Tip:  This can also happen if your browser or device is set to clear history upon exiting, you are in incognito or private browsing mode or your browser settings prevent cookies from being stored on your device. 

Where do I find my bank statements?

In online banking, select the account and click on the DOCUMENTS box. 

 A new window will open > Document Type should be eStatements > Submit.  Note: You do not need to be enrolled in eStatements to access bank statements online.

How do I enroll in paperless statements (eStatements)?

Your statements are available for viewing, printing and saving in online banking.  To enroll in paperless delivery of your statements: Login to online banking > PROFILE > ELECTRONIC STATEMENTS – Edit > Choose eStatements for the delivery method > Click on the link in the Terms and Conditions paragraph > Scroll to the end of the document and get the 4 digit confirmation code > Enter the confirmation code > Check the box to accept the terms and conditions > SAVE.

Can I use online banking to set alerts to notify me about account activity?

Yes! Login to online banking > Select Alerts > Click on eAlerts > Setup New Alert > Choose an alert type from the drop down list > Next > Send to: Online (will text message) or Email > FINISH

How do I transfer funds to or from another bank?

In online banking > BILL PAYMENT >Transfer Money > Add an Account > Enter bank information you wish to transfer to/from > Add Account.  Once the account verification process has completed, you will be able to transfer to/from accounts that you own at other financial institutions.  Please note that fees may apply depending on the direction of the transfer. 

What is Card Valet?

Card Valet is a companion app to our mobile banking app.  Card Valet offers enhanced card management features to compliment the basic features included in the Andover Bank mobile app.  Simply download the app which is available for IOS and Android devices, register and activate your account.

Mobile Banking

Is the Mobile Banking app free?

Yes, our Mobile Banking app is free! Our standard banking fees apply, and message and data rates from your mobile carrier may apply.

Do I need to be enrolled in Online Banking to use Mobile Banking?

Yes.

Do I need to sign up for Mobile Banking?

You do not need to enroll for Mobile Banking, simply download the App after enrolling for Online Banking.

Is there a wait period to use Mobile Banking?

No. Once you have downloaded and installed the app, simply log in using the same username and password used for Online Banking.

What if I lose a mobile device?

You can deactivate the device by following these steps:

  • Log in to Online Banking and access the Mobile Banking preferences.
  • Locate the phone number and select the option "Stop using this device for Mobile Banking".
  • Or call us toll free at (844) 259-5473.

Can I pay bills through Mobile Banking?

Yes! Payments may be scheduled to new and existing payees.

What types of checks can be deposited with Mobile Deposit?

Any check drawn from a U.S. financial institution can be deposited.
The following items cannot be deposited:

  • Insurance Checks
  • International Checks
  • Postal Money Orders
  • Travelers Cheques
  • U.S. Savings Bonds
  • U.S. Treasury Checks

Do daily dollar limits apply to Mobile Deposit?

You may make any number of mobile deposits with a limit per day of $5,000.

How should I endorse a Mobile Deposit check?

Be sure that the back of the check is endorsed as usual, and include the words "For Mobile Deposit" to identify the check as a mobile deposit.

When will funds be available from a Mobile Deposit?

Funds from Mobile Deposits are generally available on the next business day after it is received, just like any deposit.

What should I do with the paper check after a Mobile Deposit?

We recommend securely storing the check for 14 business days, then destroying the original paper check.

General Questions

How do I reorder personal checks?

Reordering checks is simple and quick. The first time you reorder checks, you'll need to call us at 844-259-5473 or visit a branch. All future orders can then be done online through our check reorder partner.

Can I go to any branch and do my banking?

Yes, you can do your banking at any Andover Bank location. Ohio branches are located in Andover, Ashtabula Harbor, Austinburg, Conneaut, Geneva, Jefferson, or Madison. Pennsylvania branches are located in Albion,  Edinboro, and Millcreek.

If I move, do I need to change my checks?

You can continue to use your existing checks, but you may want to order new checks with your new address on them.

What are your branch hours?

The hours of operation for our branches are:

9:00AM - 5:00PM Monday thru Thursday
9:00AM - 6:00PM on Friday
9:00AM - 12:00PM on Saturday
and
Ohio Drive-Up windows open at 8:30AM daily
Pennsylvania  Drive-Up windows open at 9:00AM daily

What do I need to open a new account? How much money?

A valid Drivers License, State ID card, or Passport and Social Security Number.

There is no minimum amount required to open a checking or savings account. Certificates of Deposit require a minimum deposit of $1,000.00.

How can I check my account balance?

You can check your account balances 24 hours a day, 7 days a week on Andover Bank's Online Banking site or by calling INFOLINE at (888) 343-2200.

I have a pension or IRA account. How do I get my funds to the Andover Bank?

Bring your account number from the institution you are transferring from or pension fund information. Your New Account Representative will instruct the financial institution or organization to forward your funds as a direct rollover to transfer to your new account.

Do you have Online Banking?

Yes, you can enroll by visiting our Online Banking page.

I was trying to balance my account, but there's a check amount that I didn't write down. Can you tell me what it is?

Once the check has been presented to the bank for payment, we can provide you with the information. You can also view your account online or call INFOLINE at (888) 343-2200 to determine if the item has cleared.

What do I do if my Andover Bank credit card or debit card is lost or stolen and the bank is closed?

To report a lost or stolen credit card, call (1-800) 325-3678; a lost or stolen debit card should be reported to (1-800) 472-3272 (option 2).