FAQ

Debit Cards

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 mobile bank or CardValet® you should also shut your card off immediately. Contact your local branch of Shelby State Bank during normal business hours, or, if after hours, call 1-800-472-3272.

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?

If you are traveling and plan to use your debit card, please contact your local branch of Shelby State Bank prior to leaving on your trip. Upon notification, the Bank will place a travel note on the debit card to avoid the card being restricted.

Are there Debit Card Controls?

Shelby State Bank gives you control of your debit card through CardValet® which is built right into our Mobile App. You are able to simply turn your card off and turn it back on through our SSB Mobile Banking App while also being able to set up alerts and limits.

Internet Banking

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?

At this time, Online Banking is not compatible with iPads or 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.

Automatic Bill Pay

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.

Mobile Banking

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?

Yes, there are two types of alerts that can be set up. Account alerts are set up and managed via your Online Banking account under the Alerts tab. You choose which alerts you want to receive and which device and/or email alerts are sent to. CardValet® allows you to set alerts for your SSB Debit Card and is accessed via the SSB Mobile App. After logging into the mobile app, simply tap on the More menu and choose Cards.

Can I use CardValet without the SSB Mobile App?

Yes, simply go to your App Store search and download the CardValet® app. Once it is downloaded, follow the set up steps, load your debit card and set the alerts you wish to receive. 

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 Mobile Capture check deposit limit is $1,500.00 with a daily deposit limit of $2,500.00.

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.

Miscellaneous

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 or contact your local branch office.