How can I pay my vehicle loan online?

Simply click here. All other payment options are explained here.

How can I get an amortization schedule on my loan?

You may request an amortization schedule from Customer Service, or we have loan calculators that can be found here.

Can I change my due date?

Yes, you can.  You can move the due date forward up to 15 days or to the last day of the month, whichever is first. A one-time fee may apply to this service.  If you would like to learn more, please contact Customer Service.

How do I cancel my warranty/service plan?

You need to consult your dealer to cancel your warranty.

Why haven't I received a statement or bill yet?

Revolving loans receive a monthly statement, and are mailed the 25th of each month.  Installment loans are issued a coupon book. The booklets are issued for up to 36 months at a time. If your loan is longer than 3 years, then a second booklet will be issued approximately 21 days before the next due date.

How do I remove my name from the loan?

For any change in signers, the loan must be refinanced.  Contact Customer Service, for more information.

Why is my payoff higher than my regular payment?

The payoff is made up of your current principal balance, interest due, plus any service charges or fees, which may or may not have assessed the loan.

How do I enroll for bill pay?

Bill Pay is a service funded by your i-bank checking account.  Simply log into online banking, click on the "Bill Payment" tab and complete the registration form.  Within one to three days, you will be able to log in to bill payment, add your payees and schedule payments.

How can I add a payee?

Add the new payee name in the "Pay Someone New" field, then click "Add".  Enter the payee information to set up payments to the new payee.

When will the payment I authorized be debited from my account?

The funds will be deducted from your account within two business days of the payment processing date.

Can I schedule automatic recurring payments?

Of course you can.  Simply click on “Options” for the payee, and choose “Automatic payment” to set up an automatic recurring payment.

Has a bill-pay item cleared, and can I get a copy?

If the bill was sent by check, then click on the check icon next to the bill.  If the payment was sent electronically, we can provide a copy of the confirmation, or you can contact our Bill Pay Support at (800) 823-7555 to order the confirmation.

Can I have more than one bill payment account?

Absolutely. You can set up more than one checking account with bill pay.  To add a new funding account, click on "Manage Funding Accounts" found in the “I want to…” box.. Then click on “Add an account.” You will be then asked to confirm two micro deposits, which will appear in your account within a day or two.  After you have confirmed these micro deposits, the secondary funding account will be approved within two business days.

Can I place a stop payment on a bill payment item?

If the bill was sent by check, it may be possible to place a stop payment on it.  However, if the payment was sent electronically, then we are unable to stop the payment. If you need to proceed with the stop pay, please contact customer service for assistance. A stop payment fee may apply.

How do I update a payee's account number?

To update a payee account number, click on “Options” for the payee.  Next click on ”Account Information.”  Update the account number or other changes, and click on "Save Changes."

My card is lost or stolen. What do I need to do?

To prevent possible fraud, please report a lost or stolen card as soon as possible (day or night), so it can be blocked from further use..  

To replace your card, please contact Customer Service at (901) 844-0400 or toll-free at (888) 716-9293.

I haven't received my PIN?

Your PIN is mailed separately from your new card.  It should follow your card within two to three days. If you chose your own PIN, then you will not receive a PIN code in the mail.

Do I have to make my first card transaction on my new card at an i-bank ATM?

No, you do not.  Once the card has been activated, you may use it anywhere.

How do I activate my debit card?

You can activate your chip debit card by calling (800) 627-6080.  If you have any questions, contact Customer Service at (901) 844-0400 or toll-free at (888) 716-9293.

Where are i-bank's ATMs?

Each branch has an ATM.  We also have an ATM located inside Kroger at 240 New Byhalia Road in Collierville.  You may also use a First Tennessee Bank ATM for withdrawals, balance inquiries, and transfers free of charge.  

Can you tell me what is the CVV code on the back of my card?

For your security, we are unable to access the customer verification code on the back of your card.  If the CVV has worn away, we can reissue a new card and CVV code for you.

Can I view my i-bank credit card online?

Yes, you can. In the lower left-hand section of this web page or by clicking here.

How can I reorder my checks?

You can reorder your checks online, as long as no changes need to be made. You'll need the routing, account, and next starting check numbers provided on your reorder slip. You can reorder by clicking here, or you may contact Customer Service.

What is Independent Bank's ABA Routing number?

Our routing number for domestic wire transfers or direct deposits is 084008426.

Does i-bank offer overdraft protection?

Our Overdraft Protection Service options gives you peace of mind.  To cover transactions made using your checking account number (such as checks and automatic bill payments), you can either link your checking account to another i-bank deposit account, or to a cash reserve account.  The funds will automatically transfer to the overdrawn account, so you can rest assured that your account is covered.  To cover ATM or debit card transactions, you must opt-in to overdraft protection either by completing this form, visiting an i-bank location, or providing us with your consent when you open your account.  For more information or to apply for any overdraft protection service, please contact Customer Service or speak with your personal banker.

What is Mobile Banking?

Mobile Banking is a service that enables you to access your account information, conduct transfers, and pay and manage your bill payments either by downloading our app for your iPhone or Android devices or by using your mobile device’s web browser.

What does Mobile Banking cost?

We offer this feature for FREE, but you are required to subscribe to a data plan through your wireless provider. You should check with your wireless provider whether additional fees apply.

How does Mobile Banking work?

From your mobile device, simply open a browser and enter Independent Bank's homepage –  www.i-bankonline.com.  Or open our mobile app on your device.

Enter your user ID and password – the same that you use for Online Banking – and select the Log In button.  No separate or different registration is required.  Answer any additional security questions (if needed), then select the Continue button to access Mobile Banking.  Once logged in, you can navigate to:

Access Your Accounts and statements » Pay Bills » Make Transfers

Using our mobile app, you can also deposit checks and view your accounts across all financial institutions in Money Management.

Can I see transactions for a different time period?

From your mobile browser, choose “older” at the bottom of the screen to see previous history.  If you are using our mobile app, simply keep scrolling to view your history.

My session timed out pretty quickly. Can I change the timeout value?

Five minutes is the only timeout option.  For your security and protection, when there has been no account activity for five minutes, the session will time out and display the Mobile Web Banking log-in page with a Session Expired message.

Can I see scheduled transfers on my phone?

Yes, just select the View Scheduled Transfers link on the Transfer tab to see up to ten transfers scheduled over the next 30 days.  If you have more than ten transfers scheduled, just select the View More button.

Can I change or remove a scheduled transfer?

Yes, you can do both. On the Schedule Transfer page, scroll down and use the Edit Scheduled Transfer link to change the amount, from account, to account and/or date for any future dated one-time transfer.  Or you can use the Delete Scheduled Transfer link to remove a future dated one-time transfer.

Can I register for Bill Pay on my phone?

You must first access online banking using a personal computer; click on the Bill Pay button and enroll there.  Chances are that you automatically registered for Bill Pay when you signed up for online banking.  If so, all you need to do is set up one or more payees, and you're on your way.

Can I see completed payments on my phone?

Yes, you can.  Simply select the Payment History button on the Make a Payment page and you will see the most recent ten payments that have been made.  Use the More History button to see additional payments, a maximum of ninety days in the past.  The details provided include the payee name, payment date, amount, and from account.

Why am I receiving an error when entering my password?

Your password must be between four and eight characters.  Also, your password cannot contain leading or trailing blanks.

Why am I receiving an error when entering my user id?

The user id must be between 6 and 20 characters.  It must contain at least one alpha character, and cannot be the same as your Tax ID, social security number, or account number with i-bank.

Is it safe to bank using the Mobile Banking service?

Yes, it is.  To protect your privacy, you are required to authenticate yourself, using the same information from Online Banking, on each individual mobile device.  And all communication between your mobile device, wireless provider, and the mobile banking server are encrypted.  In addition, your passwords, answers to challenge questions, and account information are never stored by the mobile device or in the Mobile Web Banking application.

Is help available through my mobile device?

For help regarding i-bank's Mobile Banking service, contact Customer Service.  For help regarding your mobile device and/or wireless Internet connectivity, contact your wireless provider.

What is Money Management?

Money Management is an account aggregation tool that allows you to track your spending habits. Money Management gives you the ability to consolidate all your financial information in one place, and is a helpful resource for budgeting, bill payment and financial planning.

Can I view accounts and loans at other institutions through Money Management?

Yes, you can. On the Home tab, you can list all of your accounts from any institution, such as your investment accounts, mortgage, car loan and credit cards, in the Accounts section. Your i-bank accounts will automatically be listed.

Some of my transactions are uncategorized; how can this be corrected?

Knowing where your money is going will improve your spending and budgeting goals. You can categorize these transactions by simply choosing the appropriate category. You can also add additional categories, for more personalization.

How do I track my overall net worth using Money Management?

You will find the new Net Worth feature on the Money Management toolbar.  This feature enables you to monitor your net worth at a glance. Your net worth is calculated by subtracting your debts (credit cards, loans, etc.) from your assets (checking, savings and other assets).

How do I set up my goals and budget?

To set up your goals, click the Goals tab in the Money Management toolbar.  From there you can click “Add a Goal.”

To set up your budget, click the Budgets tab in the Money Management toolbar.  You can auto-generate your budget or set up a custom budget.

How do I set up alerts and reminders?

To set up a bill reminder or other notification, click on the Settings icon.  You can set up email or text notifications based on a variety of alerts.

How do I enroll for online banking?

Simply click here to begin the registration process.

When are my bank statements available online?

You checking or savings statement can be viewed online after your statement cuts each month or quarter.  An email reminder will be sent once the latest statement is produced.

Can I make my automobile loan payment online?

Yes!  You can pay online through our auto loan payment website by clicking here.

Can I place a stop payment online?

You can place a stop payment on a "check" online.  If the item is a draft or electronic item, please contact Customer Service.

Can I use Quicken or Quick Books programs with online banking?

You can export your account data into Quicken, QuickBooks, or other compatible software, or an excel spreadsheet. 

Is online banking secure?

Your computer browser must support at least 128-bit encryption.  We require multiple identifications before approving each customer for online banking.  And each time a customer logs in to our secure online banking, we require a user id and a password, plus an out-of-wallet identifier such as a one-time pass code or cookie.  You can always be sure of our security by noting the padlock in either the right side of the address bar or at the bottom right hand corner of your browser, if using internet explorer, and also by noting that the URL starts with https instead of just http which indicates that the site is secure. For more details, you can refer to our online banking disclosure and our online security policy.

Do we have secure emailing?

Yes, emails and chat through your online banking session are secure.

Why am I receiving an error when entering my password?

Your password must be between 6 and 8 characters.  Also, your password cannot contain leading or trailing blanks.

How long after I register for online banking, until I can log in?

We need one business day for the approval process, so you should be able to sign into your accounts after you receive an email confirmation from us.

How do I reset my online password? How long will it take?

You can quickly reset your password by clicking the Password Reset link on the login page. If you need additional help resetting your password, please contact Customer Service.

What is this rewards program?

This rewards program lets you earn rewards by using your i-bank’s debit card to purchase merchandise and services. The program is available to all debit Cardholders ("Cardholders"). Through this program, you’ll receive targeted offers to receive rewards on purchases based on how you shop. As a Cardholder, there is no limit to the rewards you can earn. So, the more you use your i-bank debit card, the more offers you can receive and the more rewards you can earn!

Where do I go to see offers?

You can find offers on the new home page beneath transactions in the transaction history or in the “rewards” section in the upper right part of the page. Offers can also be found on the account history page or the rewards summary page. New offers will be labeled as “New Offers” until you click to activate them. Once clicked, the reward is “loaded onto” the associated debit card. All offers can be viewed by visiting the rewards summary page.

How do I redeem offers?

Each offer is based on how you currently shop, so the offers that you receive are relevant! To redeem the offer, simply click on it to see the details; this automatically loads the offer onto your debit card. Then shop at the specified retailer and pay using your debit card to earn the reward. Each offer has different details regarding when and where to shop and how much you need to spend. Offers that require an online purchase are clearly specified and may include a redemption code. Please read the details to determine how to redeem each offer and start earning rewards.

Do I need to use a coupon or code to earn rewards?

Typically, you do not need a coupon or code to redeem an offer. Each offer has different specifications regarding when and where you shop and how much you need to spend. Offers that require an online purchase are clearly specified and may include a redemption code. Please read offer details to determine how to redeem each offer. 

How long do I have to take advantage of an offer?

Each offer has an offer period that was set by the merchant. You must redeem offers before the expiration date. The expiration date can be found in the offer details section of the offer by clicking on the offer.

When do I receive the rewards for the offers I redeem?

Your rewards will typically be deposited to your account the month after you redeem the offer. Since we do not share your personal information with retailers, we cannot credit your account immediately at the time of purchase. For example, any rewards you redeem in the month of September typically will be credited to your account at the end of October. If you would like to see the offers you have redeemed or the total value of the offers you have redeemed, please visit the rewards summary page. 

If I have more than one account will I see the same offers on both accounts?

Offers are matched on an account level, based on the purchases made with your i-bank debit card for that account. If you make different purchases with different accounts, you will see different offers in those accounts. You must use the debit card connected to that account to redeem the offers for that account.

Can I use any of my financial institution’s cards to earn rewards?

You have to use your i-bank debit card that is associated with the account that received the offer to earn rewards.

Why don’t I have any offers?

Offers are based on how you currently shop to ensure the offers you receive are relevant. If you seldom use your debit card, you may not receive any offers until you begin using your card more. The more you use your i-bank debit card, the more chances you will have to receive relevant offers!

You may not be receiving any offers because you accidentally opted out of the program. If you cannot access the rewards summary page or don’t see the “rewards” section in the upper right part of the new home page, you are not enrolled in the rewards program. Please call Customer Service to be opted back in.

What if I do not want to receive offers?

You can opt out by clicking on the “Stop receiving all offers” link on the rewards summary page. This link can be found in the upper right part of the rewards summary page. If you opt out of the rewards program at this time but change your mind later, please contact Customer Service and we will resume providing offers to you.

Is my personal information shared with retailers?

No. Your personal information is not shared with retailers. In fact, no personal information leaves Independent Bank.

Who administers this program?

This program is administered through a third party. All personally identifiable information is secure and is not shared with the third party. Our third party partner will make best efforts to collect all of the rewards due to you and assumes all liability for the collections. Independent Bank is not liable for rewards, but will work with the partner to ensure a great customer experience.

Is this program free?

Yes, this program is free!  There is no cost associated with this program, making it easy for Cardholders to earn rewards. This new rewards program is just another benefit of using your i-bank debit card.

How secure is Text Message Banking?

Text messages will never contain confidential information about you or your accounts and messages will never reference full account numbers.  Text Message Banking is as secure as online banking. Rest assured that your information is protected with i-bank.

Will I be charged for Text Message Banking?

No, this service is FREE.  However, standard text messaging fees from your wireless carrier may apply.  Please check with your mobile phone carrier to clarify what fees may apply through sending and receiving text messages.

Are there any shortcuts for the keywords?

Yes, the keywords are:

  • STOP = Deactivate service
  • HELP = Help on keywords
  • BAL = Primary account balance
  • BAL CHK = Checking account balances
  • BAL SAV = Savings account balances
  • BAL ALL = All account balances
  • LAST = Last five transactions
  • TRANS = Transfer funds to primary account

Are keywords case sensitive?

No, keywords are not case sensitive.  For example, you can type “help” or “HELP.”

How do I deactivate the Text Message Banking service?

You can deactivate our Text Message Banking service by texting STOP to 454545 on your cell phone, or you can return to the mobile banking page and click the Deactivate link next to your mobile device number.  You can add a new phone at any time if you change your mind later.

I still have not received my code, what do I do?

It might take several minutes to receive your code.  If you feel you have waited sufficiently, you can click the Resend Code link.  Please check your mobile device shortly for a new text message.  If you still do not receive the code, verify the correct mobile number was entered during setup.

What is a primary Text Banking account?

Your primary account is the default account that we will use when you text BAL to 454545.  You should select the one you will likely want to check most often. You can get all account balances by texting BAL ALL to 454545.

Can I change the primary Text Banking account later?

Yes, you can.  Simply return to the Mobile Banking page, and select the Edit link next to your primary account information.

Is there any password needed for Text Message Banking?

No, you don't need a password to access your account information via text message.

I have a new mobile phone number. Can I change or add my number online?

Yes.  You first need to deactivate your old cell phone number, and then add your new cell phone number.  You can do this within alerts and mobile set up.

What is the number I should use to send my keyword text messages?

The short code is 454545.  This short code will only work if you have activated the Text Message Banking service on our online banking site.

Is it possible to stop the weekly account balance notifications?

Yes. Just go to the mobile banking page and click the weekly account balance notifications

check box to deselect it, and then save your changes.

Can I get a text alert when my primary account balance falls below a certain amount?

Yes. First, go to the mobile banking page, select the low balance alert checkbox and select a dollar amount from the drop‐down field (e.g., $200). Thereafter, you will receive a low‐balance alert text whenever your primary account balance falls below this specified dollar amount.

Can I transfer funds into my primary account using my mobile phone?

Yes, if you have selected a “transfer source” account on the mobile banking page. Then, for example, texting TRANS 400 to the short code will transfer $400 to your primary account from the transfer source account. You will then receive a confirmation message with updated account balances for both accounts. Please be aware that you can only transfer funds into your primary account.

I share a joint account. Can I set up two mobile phones for the same primary account?

Yes. After you set up the first number, you can select the Activate another phone link on the mobile banking page and then complete the simple two‐step process.