Consumer FAQs

Post-Conversion Weekend - Starting May 8th

How do I log into the new system for the first time?

Conversion Enrollment 

You will be keeping your current username unless your username does not meet the new credential requirements. You will be prompted to update your information to meet these requirements. The temporary password will be: Last six of TAX ID (SSN/EIN) followed by your Zip Code. 

New Enrollment

If you are enrolling to use South Shore Bank’s digital banking platform for the first time, you will need to click on "Personal Enrollment" and complete the registration process. 

  • To log in for the first time post-conversion, enter your existing username and the password criteria.
  • Accept the new Terms & Conditions.
  • You will be prompted to set up a new password. 
  • An access code will be sent to your phone number we have on file. You have the option to receive the code by text or phone. If the contact information is incorrect, contact us at 781.682.3715. 
  • You will receive an access code and be asked to input it. 
  • Once the access code has been verified, it will direct you to your online banking profile.
  • After successfully logging in, you will receive an email stating that there has been a login attempt on your online Banking profile. 

Will my online banking username change?

Your username will not change unless you have been notified directly by South Shore Bank. When you log into online banking for the first time after the upgrade your username will be the same one. 

What are the online banking username requirements?

  • Minimum 6 characters 
  • Cannot be all numbers (can be all letters or characters)
  • Can contain letters, numbers and the following special characters: @$*_-=.!~
  • Cannot contain any whitespace (spaces are not allowed: including before, in the middle of, or after the username)

Will my online banking password change?

The temporary password will be: Last six of TAX ID (SSN/EIN) followed by your Zip Code.

New Password Requirements: 

  • Minimum of 9 characters
  • Minimum of 2 letters 
  • Minimum of 1 uppercase letter
  • Minimum of 1 lowercase letter
  • Minimum of 1 number
  • Minimum of 1 special character

How do I access the new digital banking platform (online/mobile banking)?

You can access online banking on a desktop, laptop, mobile phone, or other internet-accessible device.

Download the new mobile app from the Download on the App Store  Get it on Google Play

Please note: You will NOT be able to access the website via old/stored bookmarks.

Will I still be required to set up security questions?

No, security questions have been replaced by the new method of Multi-Factor Authentication.

Multi-Factor Authentication is a security measure that allows you to request a one-time access code to log into online banking. The code enhances security by creating an added layer of protection on top of your unique username and password. This extra step helps to verify you, protect your credentials and secure the accounts you can access.

Do I need to get a confirmation code every time I log into online banking? 

No. After receiving your confirmation code, you can save time by registering the device you are using. Click the "Yes, register my private device" button if you do not want to receive a confirmation code or phone call each time you log in. If you prefer to input a confirmation code with each log in, no additional action is needed.

How can I log into online banking if I can’t get a verification code through a text message? 

Multi-Factor Authentication uses a unique one-time access code to verify identity and log into online banking. If you are unable to receive text (SMS) messages, you can choose to receive your access code via a phone call or email.

  • Select Call Me or Email Me and click Next.
  • If Call Me was selected, you will receive an automated phone call that will provide your 6-digit access code (have a pen and paper ready).
  • If Email Me was selected, you will receive an automated message that includes your 6-digit access code.
  • Return to the verification code screen.
  • Enter your access code and click Enter. 
  • If you are still having trouble, please contact us at 781.682.3715 to ensure we have the correct phone number and/or email address for you on file.

Please note: The contact information MUST match our records for the additional security layer to work correctly.


What type of alerts are available?

Security alerts are available. Transaction alerts will be available soon. 

Bill Pay

Will my Bill Pay account change? 

You will be asked to accept terms and conditions again, but you will not need to set up any existing billers or payees.

Will my Bill Pay recurring payments carry over? 

Yes. Recurring Bill Pay payments will carry over to the new platform. 

Will my current funding accounts carry over? 

All account(s) associated with a Bill Pay profile must be in a verified status. To make sure your account(s) is verified, or to verify an account, access Bill Pay on the current platform and press on "Accounts". If you need assistance verifying your account, please contact us at 781.682.3715.

Will my Bill Pay history carry over? 

Yes, your Bill Pay history will carry over. 

Will my eBills carry over?

Yes. eBills will carry over to the new platform.

Card Management

Will Card Management be carrying over? 

Yes, a new and improved Card Management experience will be available.

Do I need to re-register?

Yes, you will need to re-register for Card Management.

Do I have to add my card information manually? 

No, your card information will populate once you re-register for Card Management.

Will my current card controls carry over? 

Yes, your current card controls will migrate over.

Will the current alerts I had set up through Card Management carry over? 

You will have to re-establish your alerts.

How do I turn my Debit Card ON or OFF?

When your debit card is turned ON, you can use it to make purchases and other normal transactions. When the debit card is turned OFF, one-time transactions using your card or card number will be declined. Recurring transactions (like your monthly gym membership or your streaming subscription) will still process even when your card is turned OFF.

To turn your debit card ON/OFF, access Card Management through online or mobile banking and select the toggle to set your desired card status. Changes to your card status are instant, so you are in control of your card usage.

Why would I turn my debit card ON or OFF?  

You might turn your card OFF if you lose or misplace your card, to block certain types of merchants, certain types of transactions, transactions originating from outside the United States, and even set a spending limit for each debit card that you own. It's up to you! You will also be able to set alerts, so you stay "in the know" when it comes to your money.

Please note: Your recurring transactions (transactions you have authorized to occur more than one time like your gym membership, or your monthly streaming subscription) will continue even if your card is turned OFF.

If I turn my debit card OFF, will my recurring transactions be blocked?

No, your recurring transactions will not be blocked. They will continue to be processed, even when your card is turned OFF.

What are Card Management alerts?

The Alerts and Control Preference screen allows you to have even more control on how you receive your alerts and for what types of transactions. You can change your preferences to receive alerts for transactions/merchants you have selected, called "Preferred Transactions", or you can change your preferences and receive alerts for only those transactions/merchants you selected to block, called "Blocked Transactions". 

What types of Alerts and Declines can be enabled?  

Within Card Management, select the "Set Declines & Alerts" menu, you can request alerts for the following transactions:

  • Merchant Type
  • Transaction Type
  • Location Type
  • Spend Limits

Merchant Type - Receive alerts when Personal Care, Household, Restaurants, Travel, Entertainment, Age Restricted, Department Stores, Gas Stations, and Groceries purchase occurs. 

Transaction Type - Receive alerts when an ATM, Recurring, Mobile Wallet, In- Store or Mail/Phone Order purchase occurs.

Location Type - Receive alerts on foreign transactions so that any transaction originating outside the U.S. will trigger an alert. 

Spend Limits - Receive alerts for transactions above a certain dollar amount. For example, if you enter $50, you will not receive an alert for a $50 purchase but would for a $50.01 purchase. 

Can I manage debit card controls on more than one debit card?

Yes! All eligible cards you own will be presented to you when you log into online or mobile banking and click on "Card Management". 

Can I use debit card controls to notify South Shore Bank of my upcoming travel plans?

You may open up a card for travel* up to two weeks of travel through Card Management. This does not apply for internet purchases. 

*You will not be able to open for a country that has been blocked by South Shore Bank.


Will I have access to my eStatement history?

Yes, eStatement history will be converted over to the new platform. 

How do I view my eStatements?  

If you have already enrolled in eStatements, you will be able to easily access past and current eStatements simply by selecting eStatements in the Digital Services menu upon logging into the new system.  

Make sure to allow pop-up blocker for the eStatements page to open.

How do I enroll in eStatements? 

You can enroll in eStatements through online banking or the mobile app.

1. Within online banking, select eStatements from the Digital Services menu. On the mobile app, press the more button, then select eStatements under Additional Services. 

2. Read and agree to the eStatement disclosure.

Why am I getting an error when accessing eStatements?

If you get an error while accessing eStatements, make sure you have your email address added on "My Settings" page. 

External Loan Pay

What is External Loan Pay?

We are very happy to introduce this new feature!

External Loan Pay allows clients to use an account at another Financial Institution to make a payment to their South Shore Bank loan.

How do I access External Loan Pay?

Once you are logged into personal online banking, simply select Move Money and then External Loan Pay.

How do I add an account to schedule a payment?

Within Online Banking, select the Move Money menu to access External Loan Payments. 

  • Select "click here" to start the process of adding an external account. 
  • Select the Account Type as Checking or Savings.
  • Enter your Bank or Credit Union’s Routing Number.
  • Enter and confirm your Account Number.

Click "Continue" to submit your account information. Validation of the information will occur within two business days from the current day. To validate an account, two small deposits less than $1.00 each will be made to the funding account within two business days. Once you see the deposits in the funding account, return to External Loan Payments to validate the funding account by pressing on "Manage External Accounts".

When validation is complete, you may schedule an external loan payment.

Can I use a deposit account at South Shore Bank within External Loan Pay? 

To schedule a payment to your South Shore Bank loan from your South Shore Bank deposit account, simply use the Internal Transfer feature.

Is there a fee for using External Loan Pay?

There is no fee for using this feature.

Will payments post the same business day?

All payments will post the next business day if received prior to 5:00 PM EST. Payments submitted after 5:00 PM EST will be processed on the second business day. 

Payments cannot be scheduled to be paid on a weekend or a holiday.

Can I issue a final payment and close out my loan using this feature? 

In order to issue a final payment and close out a loan, you must contact South Shore Bank’s Loan Servicing department at 781.682.3715 X 6001.

External Transfer

How do I set up a new transfer to or from another Financial Institution?

Within Online Banking, select the Transfers menu to access External Transfers. 

  • Select "click here" to start the process of adding an external account. 
  • Select the Account Type as Checking or Savings.
  • Enter your Bank or Credit Union’s Routing Number.
  • Enter and confirm your Account Number.

Click "Continue" to submit your account information. Validation of the information will occur within two business days from the current day. To validate an account, two small deposits less than $1.00 each will be made to the funding account within two business days. Once you see the deposits in the funding account, return to External Transfers to validate the funding account by pressing on "Manage External Accounts".

When validation is complete, you may schedule an external transfer.

Is there a dollar amount limit on transfers? 

The daily limit for external transfers is $1,500, and the monthly limit is $3,000.

Why am I required to complete a setup verification process?  

The setup verification process is a security measure to ensure you have access to the non-South Shore Bank account. 

Is there a fee for using External Transfer?

There is no fee for using this feature.

When will my external transfer be available?  

All transfers will post the next business day if received prior to 5:00 PM EST. Transfers submitted after 5:00 PM EST will be processed on the second business day. 

Transfers cannot be scheduled to be paid on a weekend or a holiday.


Will my account nicknames transfer to the new system?  

Yes, the nicknames for the primary owner will be carrying over. However joint owners will need to re-establish their account nicknames.

How do I add account nicknames to the new system?  

From "My Accounts" tab, press on "Settings" next to the "Transfer" tab. After modifying the nickname, press on "Go to My Accounts".

Will I still be able to use biometrics to log into my mobile app?  

Biometrics will not be available the first time you log into the new app. You will need to log in with your username and password and then you can activate fingerprint or facial recognition.

Do I need to re-link any third-party websites? 

Yes, you will need to update any third-party applications that are currently connected to your online banking profile such as Venmo, Plaid, etc.

Which Internet browsers can I use to access my accounts online?  

You can access your account online using any major Internet browser such as Microsoft Edge, Firefox, Safari, or Chrome. We recommend using the most up-to-date browsers. 

How do I re-order checks in online banking? 

Select "Check Reorder" in the Digital Services menu. For first time-orders please contact us at 781.682.3715. 

Do I have to re-enroll in Credit Sense?

No, your Credit Sense profile will carry over.

How do I find my account number? 

Desktop: Click on the account name, then on the Accounts History screen click on "Account Details".

Mobile App: In the Accounts tab, tap on the account, then tap, Show Details.

Can I give my username and password to a family member or friend to help me manage my accounts?

Your login credentials are meant for your use only, and the Multi-Factor Authentication process (MFA) is linked to your phone number(s) and/or email address. To enable a trusted family member or friend who is not a signer on your accounts to log in on your behalf and assist you with your banking, please use the Share Access with Others tool found in the main navigation bar under Additional Services. This feature allows you to input the name, email address, and phone number of your trusted family member or friend, and it will email unique login credentials for them to use. For their access with their unique username and password, you decide what accounts they can see, and what level of access they have: View Only, Make Internal Transfers, or Transfers and Bill Pay. Please note: this feature is not supported on the mobile app. 

To share access with others, you must access this feature by logging in on our website to online banking, and those users to whom you grant access must also log into online banking through our website.

Mobile Deposit

Will I be able to make mobile deposits into my checking account(s)? 

Yes, making a mobile deposit into your checking or money market account(s) will not change.

What should I do with a check after a successful mobile deposit?

Please save the check in a secure location for 30 days after depositing it remotely in the event that the paper item is needed for verification or adjustment. Also, watch for it to appear on your monthly statement. After that point, you may destroy the check.

How will I know my mobile deposit was submitted for processing?  

Upon successful completion of a mobile deposit transaction, you’ll receive a confirmation screen on your device within the Deposits tab of South Shore Bank’s mobile app.

You’ll then receive an email confirmation saying that the item has been approved for processing. Should a discrepancy or adjustment be detected, you’ll receive another email alerting you that the deposit has been adjusted or rejected.

How long can I view checks deposited through the app?

Deposited checks can be viewed for up to 180 days.

If I discover I’ve entered an incorrect amount for a mobile deposited item, should I take another photo of the item?  

No, we will process any needed check amount adjustments. Once you have submitted your deposit on your mobile device, you will not be able to take another photo of the same check as it will be detected as a duplicate item.

Money Management - New Feature! 

What is Money Management? 

We’re making it easier than ever to visualize and interact with your money. With Money Management, you’ll gain powerful insights on when, where and how you spend. 

With Money Management, you can: 

  • See all your accounts in one place
  • View your spending trends
  • Set and manage budgets 
  • Visualize your financial goals

Money Management gives you the tools to start simplifying your finances—and so much more. To access Money Management, select "Move Money" from the menu, then select Money Management. 

What is the Budgeting & Spending tool? 

It's a free, versatile tool that combines, tracks, and organizes all of your financial information. You can see your transactions and expenses, create budgets, set future goals, and more. 

Is Money Management secure? 

Security is one of our top priorities, and you can be assured your financial data is protected with Money Management. Money Management uses bank-level encryption and security measures to keep the data safe and secure. Your personal information is never shared with or sold to a third party.

How far back will Money Management get information for my South Shore Bank accounts and those at other Financial Institutions? 

Money Management will import 90 days of transaction history upon logging in. The amount from other institutions will vary according to their policies.  

Can I add an account that isn't supported for automatic downloading? 

Yes. Log into Money Management, open Account View, then click on "Add an Account" in the navigation bar. Choose Account Type, enter your details and click save. 

How do I add an asset, like my home or vehicle, to balance my loans in net worth? 

Click on "Add a Manual Account" and choose Property under Account Type. 

Can I recover transactions or other data from a deleted account? 

No, this data can't be recovered. Make sure to double check all data before deleting an account.

Money Management will not import one or more of my external accounts. Why? 

Not all systems are compatible with Money Management.

What browser do you recommend for Money Management? 

Support varies based on browser version. Chrome will be more compatible than an outdated Internet Explorer version. If your browser is incompatible, Money Management will alert you.

How and where do I request support for Money Management? 

Clients can submit support tickets right inside Money Management under the help section. The Money Management support team who is comprised of highly skilled specialists that are happy to answer any questions. Support emails will come from Please make sure to check your spam folders if you don’t see their emails in your primary inbox.

Quicken® & QuickBooks®

Will I have access to Quicken® & QuickBooks®? 

Yes, you will still have access to Quicken®/QuickBooks®. However, please be sure to update your credentials with the new URL for South Shore Bank’s new digital banking platform.

There might be up to several days of delays for the Quicken® & QuickBooks® system to be ready for re-linking.

Video Tutorials 

The following videos will provide you with additional support for the required changes. Each video demonstrates the deactivate/disconnect process for that product. 

Quicken® Windows - Deactivate

Quicken® Mac - Reactivate

QuickBooks® Windows - Deactivate

QuickBooks® Mac - Deactivate

QuickBooks® Online - Disconnect

Top 3 Post-Conversion Troubleshooting Issues

Issue # 1: Duplicate Transactions After Reconnecting 

The most common issue reported by clients is duplicate transactions.

Some clients may say their register is out of balance or that they are being asked to add an adjustment during reconciliation.

Fix the Issue:

  1. If the duplicate transactions have not been added to the register, they can be deleted individually prior to accepting.
  2. If the transactions have already been added to the register, they can be deleted from the register individually or in groups.

Issue # 2: Duplicate Accounts After Reconnecting

Unable to link to an existing account, getting prompted to create a new account, or that they are only given the choice to add a new account. 

Fix the Issue:

  1. First, confirm that all accounts have been deactivated, including inactive (QuickBooks®) or hidden (Quicken®) accounts.
  2. Then, if you’re working in QuickBooks®, delete any downloaded transactions that do not match the register in the Online Banking Center. If you’re working in Quicken®, delete the duplicate accounts.
  3. Finally, repeat the reconnection steps.

Issue # 3: Connected/Reconnected the Incorrect Account

Transactions are downloading into the wrong account. 

Fix the Issue:

  1. First, open the account register for the incorrectly linked account.
  2. If the transactions have not yet been accepted into the register in QuickBooks®, delete them in the Online Banking Center. Then, deactivate the account. If the transactions have not yet been accepted into the register in Quicken®, delete the transactions.
  3. If the transactions have already been added to the register in Quicken® or QuickBooks®, restore a backup.
  4. Finally, repeat the reconnection steps. Be sure to link to the correct account when reconnecting.

Versions that support online banking & discontinuation dates: QuickBooks® & Quicken®.


For more Zelle® FAQs click here

Will Zelle® carry over to the new platform? 

Yes, Zelle® will be on the new platform. 

Will Zelle® be available during conversion weekend? 

Zelle® is now available for South Shore Bank clients.

Do I need to re-enroll for Zelle®?

Yes, you would need to re-enroll with Zelle®.

Will my Zelle® history carry over? 

Zelle® history will not be carrying over. 

Will my contacts carry over? 

You will need to re-add all your contacts on Zelle®.

Will my Zelle® recurring payments carry over? 

Recurring payments must be set up again as they will not carry over.