Online Banking FAQs


What if I forget my access ID?
If you forget your Online Banking access ID, you should call Online Banking Support at 616-243-1040. Online Banking Support is available Monday through Friday 8 a.m. to 5 p.m.

What if I forget my password?
If you forget your online banking password you can reset it from the online banking password screen by clicking "Forgot Your Password?"  When you click on the "Forgot Your Password?" link, you will be prompted to provide additional identifying information before your temporary password is sent to the email address on file.

What computer equipment and software do I need for Online Banking?
Windows Vista, Windows 7, Windows 8.X, and Windows 10 (will need to set default browser to Internet Explorer 11):
Microsoft Internet Explorer 10 or 11
Apple Safari 7.0 or higher  
Mozilla Firefox
Google Chrome

Mac OS X 10.5 or higher:
Apple Safari 7.0 or higher
Mozilla Firefox

I'm unable to register my home PC, what do I need to do?
This may be caused by switching between browser types on the same PC. You will need to delete the flash token from your PC, once the token is deleted you should only be challenged the first time.

  1. On a Windows PC: Delete the folder from within the folder C:\Documents and Settings\<Profile Name>\Application Data\Macromedia\Flash Player\#SharedObjects\<random folder name>\
  2. On a Mac PC, Delete the folder from within the the folder Library/Preferences/macromedia/Flash Player/#Shared Objects\<Random Folder Name>
  3. Delete all cookies and temporary internet files (uncheck the "Preserve Favorites website data")
  4. Close all internet browsers and re-launch

On a Windows Vista, Windows 7 or a Mac (or if you are unable to located the folder above)

  1. Navigate to the Adobe Flash Settings Manager Website (
  2. In the Settings Manager list to the left, navigate to the "Website Privacy Settings Panel"
  3. In the Panel to the right there will be a list of "Visited Websites". Search for, select it, then click the "Delete Website" button, then click the "Confirm" button to remove the Flash Object
  4. Delete all cookies and temporary internet files (uncheck the "Preserve Favorites website data")
  5. Close all internet browsers and re-launch
If you are having trouble logging into mobile banking and have not changed your password in the last 12 months, you must log into online banking to update your password.  If your password has been updated in the last 12 months and you are still having trouble logging in, please contact customer support at 1.800.968.1990.

I'm unable to view my statement through online banking.
Some of the security changes that are in the Adobe Reader version 9.4.2 have caused our Online Banking Statements to ask to be downloaded, once you allow the download the page refreshes and kicks you out of online banking. To fix this issue please update your Adobe Reader to the most recent version (Adobe Reader X (10.0 or higher)). The latest version can be found at the Adobe website

I've upgraded to Adobe Reader X now I do not have a print or save button.
Adobe Reader X has a new feature called reading mode which "hides everything in the work area except the document and the menu bar" ( To view the navigation buttons scroll to the bottom of each page and hover over the document. You can also disable reading mode within Adobe Reader

  1. Open Preferences from within Adobe Reader (Windows: Edit > Preferences; Mac OS: Adobe Reader > Preferences)
  2. Under Categories, click Internet
  3. Check the box for "Display PDF in browser"
  4. Uncheck the box for "Display in Read Mode by default"

How do I clear my cookies?
In Internet Explorer, delete the temporary files that Internet Explorer creates:

  1. In Internet Explorer, select Tools > Internet Options.
  2. Click Delete Files in the General tab
  3. Check the boxes for Temporary Internet Files and Cookies, uncheck Preserve Favorites website data
  4. Click OK when prompted.

In Firefox, delete the temporary files that Firefox creates:

  1. In Firefox, select Tools > Clear Private Data.
  2. Deselect all options except Cache.
  3. Click Clear Private Data Now.