Contact Us: 800.905.7725 or 773.420.5050

Online Banking FAQs

For more interactive and detailed information, please check out our Online Banking Support Library, including demos, user guides, and video tutorials. Bill Pay demos and frequently asked questions are also available.

What is your Online Banking question about?

Logging in
Security and Software
Tools and Features
Bill Payment
Contacting Urban Partnership Bank

Logging In

Q: What is Urban Partnership Bank Online Banking?

A: Urban Partnership Bank's Online Banking service provides quick, convenient banking services accessed through your personal computer. Like our Bank-by-Phone and ATM banking services, Online Banking is part of our ongoing effort to make your financial management as quick, easy and secure as possible.

 

Q: What if I do not have access to the phone or email account contacts listed?

A: You cannot complete a first-time enrollment or register a computer without access to at least one of the listed contacts. If you need immediate access, please contact us. Once we have verified your identity, we can add a new phone number or email address that you can access. 

Q: I have forgotten my login ID. What do I do?

A: If you forget your login ID, please contact us. We will be required to securely verify your identity before providing you your login ID.

Q: The system has warned me that one more unsuccessful login attempt will lock my account. What are my options?

A: If you have unsuccessfully tried to login and have been warned that one more unsuccessful entry will lock your account, you may choose the Forgotten Password process. That process will enable you to reset your password to something you can remember without the risk of locking your account. If you choose to try to login one more time and fail, you will be required to contact us to unlock your account.

Q: I have been locked out of the system due to entering the wrong login ID or password too many times. How do I unlock my account?

A: If you have locked your account due to several unsuccessful login attempts, for your security you are required to contact us to unlock your account.

Q: Can I change my password?

A: Once you have successfully logged into the system, you can voluntarily change your password through the Profile > Password menu.

Q: Why am I being required to register each computer I use to access online banking?

A: In today's online environment, login ID/password access to your financial information is no longer considered sufficient to securely verify your identity. Therefore, in addition to your login ID and password, our online verification requires us to deliver you a one-time piece of required information via something only you possess (for example, your email account or your telephone). Once you receive the additional piece of information (a secure access code) and enter it into our system, we will remember your computer and browser and mark your browser with a cookie and/or other browser-specific object.

Registering your computer adds a strong layer of security to your online accounts. This means that no other unregistered computer in the world has access to your online information, even if your login ID and password were accidentally or unintentionally compromised. Once we register your computer and browser, you will only be required to enter your login ID and password on future logins via the registered computer browser.

Q: I registered my computer during a previous login, but the system is asking me to register it again. Why?

A: There are several reasons this may happen, including:

  • Your browser settings are set to delete cookies, or your browser cookie for online banking has been deleted since the last time you logged in. Please review our recommendations for optimal browser settings.
  • Your online profile is set to require a secure access code delivery each time you log in.
  • You are logging in via a different browser on the same registered computer. Each browser (Internet Explorer/Firefox/Safari/Chrome) must be individually registered.
  • We have reset all active registrations on the system for security purposes.

Q: How do I remove the registration from a computer that is no longer mine?

A: You can remove the registration of a computer/browser by deleting your cookies, or only the cookie related to our online site. Please see your browser help for assistance in deleting cookies.

Q: What is the most secure way to sign off?

A: To maximize the security of your online information, you are strongly encouraged to always use the Log Out menu selection or close your browser to end your session.

Q: What is defined as inactivity?

A: Inactivity is defined as not having submitted any request to the server within the user session timeout period. If you have submitted a request that resulted in the rendering or refreshing of a page, or you have submitted a transaction, your user session timeout period is automatically restarted. Simply typing information like dollar amounts into a form is not defined as system activity.

Security and Software

Q: What software do I need to access Urban Partnership Bank Online Banking?

A: Online Banking is optimized for use with certified/recommended operating systems and browsers. By using a different operating system or browser, you may not be able to take full advantage of all the features within Online Banking. Recommended browsers include the current and last versions of Microsoft Internet Explorer, Mozilla Firefox, Google Chrome, and Apple Safari.

Q: What about security? Is my financial information safe here?

A: Security is a key component of your bank accounts. Urban Partnership Bank is committed to making Online Banking safe and secure.

Any kind of breach in the security of our systems would be a serious business issue for Urban Partnership Bank. Our success as a financial institution depends on our ability to manage these systems safely and to continue to earn your trust. You can be assured that we go to every measure possible to protect the financial information and resources you have entrusted to us.

Online Banking provides secure access to your personal information. Review our security tips for protecting your Online banking account.

Tools and Features

Please visit our Online Banking Support Library for interactive demos, user guides, and video tutorials for Online Banking tools and features. You can also get relevant, detailed information on any screen within Online Banking where you see the “Help” icon.

Bill Payment

Please check out our Bill Pay demos and frequently asked questions.

Contacting Urban Partnership Bank

If you have additional questions, please contact Customer Service for assistance.