FAQs

As our customer, we know how you typically behave, such as when and from where you access online banking. If we detect any activity that does not seem like your typical behavior, we will prompt you to further verify your identity—so that we can ensure it is you and not someone else trying to access your information. This will only happen on rare occasions. Normally you will not be asked for any information beyond your Sign-On ID and Password. For example, if someone tries to sign in with your Sign-On ID and Password from a computer in a foreign country shortly after you have logged off from your normal computer at home, we may decide to verify that it is really you trying to access your account.

Multi-Factor Authentication uses more than one way of verifying your identity. Besides just using your Sign-On ID and Password to sign in to Online Banking, another form of security and verification is used for your protection.

There is absolutely no cost to you associated with our security system.

We value your privacy and the protection of your identity. Traditional password-only sign-on requirements provide minimal security since they are static and easy to steal, break, or crack. Multi-Factor Authentication provides added security against identity theft, phishing, spyware, and other online scams. Multi-Factor Authentication provides an enhanced method for validating the identity of a person using online products and services. By providing another way for you to verify who you are when signing on, Dean Bank gives your financial information an added layer of security. This is for your own protection.

Your User ID remains the same every time you sign on. You will be prompted to change your Password once a year; however we suggest you take the initiative to change it every 90 days. Your Security Questions will require updating every 180 days.

After you are first prompted to set up your security information, you will be prompted to update your questions every 180 days for your security. Besides these updates, you will only be prompted to answer questions when a particular activity or transaction appears to be unusual or uncharacteristic of your typical behavior.

Uncharacteristic or unusual behavior is anything that appears out-of-the-ordinary compared to how and where you normally bank online. If the action being requested does not appear to be something you would normally do, we will ask you for more information to make sure it is really you and not an unauthorized user.

All banks offering internet-based financial services, including Dean Bank, are required by Federal examiners to provide a second level of security.

If your Sign-On ID and Password are stolen, the fraudster would have to be able to answer your security questions correctly. If the user is not able to provide this information, the activity would be blocked. This added layer of security helps us protect your information.

It is great you check your account! It is always a good idea to regularly monitor your account for any unusual activity (like payments you didn’t make). This security service helps prevent those incidences from ever occurring, so when you check your account everything is exactly how it should be.

Yes. In fact, your personal information is as safe as ever because we are making sure it is really you and not an unauthorized user trying to access your information. That means you are being protected every moment — when you are online and more importantly when you are not.

Yes, you can both use the same computer to login to your individual accounts. There is no limit on how many people can login from the same computer.

We are glad to hear you use anti-virus software and a personal firewall. Be sure that you keep both software programs up-to-date for the best possible protection against viruses, Trojans, and hackers. Our security feature protects against other kinds of threats such as a stolen Sign-On ID and Password. It works with your other personal security programs, but it does not replace them.

If any unusual or uncharacteristic behavior is detected you will be asked to answer several of the security questions you chose. We will not ask you to answer questions that you did not select and provide answers to when initially setting up your security information.

The security system takes into account factors such as the computers you typically use to access your account, or the typical security settings for your computer. Hundreds of factors, such as these, create a profile that is unique to you that allows us to make decisions about whether the person conducting a given activity appears to be really you.

You do not need to sign up as all users are automatically enrolled. Expect to be prompted when first banking online to choose several security questions that only you know the answers to. This will only take you a couple of minutes to complete. Once you submit these questions and answers you will have added a layer of protection to your internet banking access! Keep in mind that we will never ask you for your account number or your social security number online.

No. Financial institutions are requiring a variety of other security measures, including selection of personal icons, ID tokens, automated phone calls, and multiple security questions.

Phishing is a type of fraud. The term "phishing" (pronounced fishing) refers to a scam that tries to obtain and use an individual’s personal or financial information in a fraudulent manner. Generally a person will experience the following process from a fraudster conducting a phishing scam:

• A consumer receives an email, which appears to originate from a financial institution, government agency, or other well-known/reputable entity.
• The message describes an urgent reason you must "verify" or "re-submit" personal or confidential information by clicking on a link embedded in the message.
• The provided link appears to be the Web site of the financial institution, government agency or other well-known/reputable entity, but in "phishing" scams, the Web site actually belongs to the fraudster/scammer.
• Once inside the fraudulent Web site, the consumer may be asked to provide Social Security numbers, account numbers, passwords or other information used to identify the consumer, such as the maiden name of the consumer's mother or the consumer's place of birth.
• When the consumer provides the information, those perpetrating the fraud can begin to access consumer accounts or assume the person's identity.

The number and sophistication of fraudulent activity will continue to increase. As a general rule you should be very careful about giving out your personal information over the internet.

• Be suspicious of any email with urgent requests for personal financial information.
• Don't click the links in an email, instant message or chat if you suspect the message might not be authentic or you don't recognize the sender or user's address.
• Always ensure that you're using a secure website when submitting credit card or other sensitive information via your web browser. Remember not all scam sites will try to show the "https://" and/or the security lock. Get in the habit of looking at the address line as well.
• Regularly log onto your online accounts and check your bank, credit and debit card statements to ensure that all transactions are legitimate.
• Ensure that your browser is up-to-date and security patches have been applied.
• Always report "phishing" or "spoofed" emails.

If you suspect that your accounts have been compromised report the incident right away by calling a Dean Bank Representative at 508.528.0088.

Your User Name and Password can be compromised in a variety of ways, by responding to a phishing email, via a keylogger or Trojan horse virus that was installed on your PC through a fraudulent email or by someone with whom you may have shared your user name and password. Your User Name and Password are critical components of securing your data therefore to protect them from being compromised you should never share them with anyone or write them down.

Keylogger access is often downloaded inadvertently by users clicking on links in fraudulent emails and poses a dangerous threat to user privacy. A keylogger is a computer program that logs each keystroke a user types on a keyboard and saves this data into a file or transfers it via the internet to a pre-determined remote location. It also can capture screenshots of the user activity, log-in passwords, record online chat conversations or take different actions in order to find out what a user is doing.

In addition to technology deployed by Dean Bank to ensure customer safety, Users should utilize these additional security guidelines:

• Consider conducting online banking from a PC that is not used for internet or email access.
• Review and reconcile your accounts on a daily basis and report any suspicious activity to Dean Bank immediately.
• Be suspicious of emails purporting to be from a financial institution, government department or other agency requesting account information, account verification or banking access credentials such as usernames, passwords, PIN codes and similar information. Dean Bank will never call you and ask for personal or business information over the telephone or request information via email.
• Install a dedicated, actively managed firewall, especially if you have a broadband or dedicated connection to the internet, such as DSL or cable. A firewall limits the potential for unauthorized access to a network and computers.
• Create a strong password with at least 5 characters, 1 uppercase Character and with at least one number.
• Prohibit the use of "shared" usernames and passwords.
• Change your password periodically throughout the year.
• Never share or write down your username and/or password information.
• Install anti-virus and ensure it is updated regularly.
• Complete a periodic scan of your PC using your anti-virus software.
• Ensure computer updates are completed regularly or as requested, particularly operating systems and key applications. It is often possible to sign up for automatic updates or update notifications for your operating system and many applications.
• Consider installing a spyware detection program or software.
• Verify use of a secure session by noting the https (not http) in the browser’s web address bar and looking for the picture of the lock in the bottom right hand corner of your browser.
• Avoid using automatic login features that save usernames and passwords for online banking.
• Never leave a computer unattended while using any online banking.
• Never register a computer to use your Dean Bank Online Banking at internet cafes, public libraries, etc.

Yes, Dean Bank uses https for any secure areas on its website and for online banking and online account services.

Web browsers will encrypt text automatically when connected to a secure server, evidenced by an address beginning with https. The server decrypts the text upon its arrival. This process protects against anyone "listening in." They would only see unreadable gibberish. Dean Bank deploys https in all areas where private information is input or accessed.

Encryption refers to complex algorithmic schemes that encode plain text into non-readable form or cyphertext. The receiver of the encrypted text uses a "key" to decrypt the message, returning it to its original plain text form. The key is the trigger mechanism to the algorithm, all communication from you to the system, and from the system to you, is encrypted using a maximum of 128 bits, which is the current standard for encryption.

Dean Bank provides layers of security protection by deploying the following functionality in online banking:

• Use of https 128 Bit encryption
• Multi-Factor Authentication functionality
• Challenge questions, secure access codes, and/or one time passwords via SMS
• Anti-phishing functionality
• Security & Account Alerts

Dean Bank deploys a risk and fraud analytics program, which monitors online banking behavior and identifies transaction irregularities. This service provides the opportunity to identify and provide a quicker response to attempts to commit fraudulent activity.

Mobile banking is a fast and convenient way to access account information and make transfers on the go. Mobile devices are however often easily lost or stolen. To ensure the protection of your information some functionality is not available in the mobile banking environment such as:

• Password Changes
• Security Information Changes which includes the Challenge Questions and the Challenge Picture for Multifactor Authentication
• User ID Changes
• Contact Information Changes including email address
• Payee Creation or Changes

It is also important to note that there is no data stored on your mobile device aside from a cookie that holds information on the device itself.

Here are some tips and general good practices for banking on your mobile device:

• Download and apply security updates and patches to your mobile browser when they are made available by your wireless provider. These are designed to provide you with protection from known possible security problems.
• Research your mobile device to determine its vulnerability as some devices are more vulnerable than others.
• To prevent viruses or other unwanted problems, do not open attachments from unknown or untrustworthy sources.
• Do not install pirated software or software from unknown sources.
• Limit unauthorized access to your mobile phone. Do not leave your mobile phone unattended during an open mobile banking session.
• Never save your User ID and Password in the mobile phone, in memos, or anywhere on your device.
• Always remember to log off properly using the "Sign Off" button when you have completed your mobile banking activities.Be aware of the potential for fraudulent mobile banking apps.

No. Regular email is not secure. Never email personal financial information such as account numbers or your Social Security number.

No. Dean Bank will never ask for your PIN or password. We have implemented alternative methods of verifying your identity.

Dean Bank provides MasterCard^™ SecureCode^® to assist in your ATM/debit card personal information protection as well as security tips to help protect yourself and your family. For further information please visit the Security Center.

You understand that the statement information received from Dean Bank will be encrypted and password protected for your security. As a result, you will be required to enter your Sign-On ID and Password to view the electronic statement(s) and check images. Your Sign-On ID and Password are highly sensitive and extremely confidential and must not be disclosed to others or recorded in or on your personal computer.

In case of errors or questions about your electronic statement(s), you can contact us by telephone at 508.528.0088, or notify us in writing at Dean Bank, P.O. Box 307, Franklin, MA 02038 as soon as possible. We must hear from you no later than 60 days after we sent you the first statement on which the error or problem appeared. (1) Tell us your name and account number. (2) Describe the error or the transfer you are unsure about, and explain as clearly as you can why you believe it is an error or why you need more information. (3) Tell us the dollar amount of the suspected error. We will investigate your complaint and will correct any error promptly. If we take more than 10 business days to do this, we will credit your account for the amount you think is in error; so that you will have the use of the money during the time it takes us to complete our investigation.

You can gain access to your account statements by using any type of computer connected to the internet and logging in to Dean Bank Online. The preferred browser is Microsoft Explorer version 4.04 or higher. Upon requesting eStatement service, you will receive an email with links to the sites from which you can download all the required software.

By opting to receive eStatements, Dean Bank will discontinue sending you paper statements via postal mail service. Your eStatements contain the same information as a paper statement and can be printed out. You will need a printer if you want to create a paper copy of your statements. By requesting to receive your statements electronically, you are telling Dean Bank that you have printing capabilities. If you decide to stop receiving eStatements and return to traditional paper statements, please contact us and we will make this change.

You will be notified by email each time that a new statement becomes available for viewing online. In order to send you notification of your current eStatement, we must always have your current email address on file. If you are an existing Dean Bank Online customer, you will be asked to verify the email address we have on file when you sign up for eStatements. If you are not yet an online banking customer, you will be asked to provide us with an email address that will be used to send you all electronic statement related notifications. Let us know immediately if your email address changes.

View Mobile Deposit User Agreement This will need to be updated once documents are migrated to this CMS.

Dean Bank’s Mobile Deposit service is designed to allow you to make deposits to your checking, statement savings, or money market savings accounts remotely by capturing a digital image of a paper check with a mobile device and electronically delivering the image to the Bank.

You may use Mobile Deposit to deposit checks into your checking, statement savings or money market account, if linked to your Dean Bank online banking account.

If you go over your transaction or deposit limit, the transaction will not be accepted. You will receive an error message stating that your limits have been exceeded and the deposit cannot be processed.

Checks successfully deposited through Mobile Deposit prior to 4:00 PM Eastern Time on any business day will be deemed to have been received by the bank on that business day. Deposits after the cutoff time or on a Saturday, Sunday or day the bank is not open will be considered received on the next business day.

Currently, the Bank does not charge a fee to consumer accounts for use of Mobile Deposit. Business accounts will be charged a fee as indicated by the Business Fee Schedule. Wireless connectivity and usage rates may apply. Contact your wireless service provider for more details.

Funds deposited using Mobile Deposit will be made available to you by 9:00 AM Eastern Time on the next business day after the day we receive your deposit. Checks deposited through Mobile Deposit will not appear in your account history or balance until the next business day after the day of deposit.

You should secure the check in a safe place and note on the check that it was “Electronically Presented” as part of a mobile deposit. The check should be kept for at least sixty days after you receive your confirmation. At that time, you should destroy the deposited check so that no one attempts to negotiate it in the future. Before destroying, verify on your account statement that the deposit was received and credited to your account.

Deposits made using Mobile Deposit can be viewed for 30 days after the deposit was processed by logging into the mobile banking app and selecting View Mobile Deposit History on the Mobile Deposit Main Menu. Your deposit history is also available for viewing on Online Banking.

Each check must be deposited as a separate deposit transaction. You can, however, make multiple deposits as long as you do not exceed your daily or monthly dollar limit.

Yes. There are daily and monthly limits. The daily deposit limit for consumer accounts is $2,000 and $10,000 every 30 calendar days. The daily deposit limit for business accounts is $5,000 and $50,000 every 30 calendar days.

First, you must sign in to the mobile banking app using your Dean Bank Online user ID and password. If you are not already a Dean Bank Online user, please visit our website to enroll. Once logged in to the mobile banking app, select Mobile Deposit from the menu of banking activities. Endorse your check per the terms of our Agreement, choose the account to receive the deposit, enter the amount of the check, take photos of the front and back of the check, verify the information you have entered, and submit the deposit.

uChoose Rewards is a rewards program where you earn points for shopping while using your Dean Bank Debit MasterCard, then redeem your points for anything of your choice from a huge online rewards catalog. 

Earn points on qualifying transactions, which are outlined in the welcome materials you received after signing up for this program. Earn even more points when you shop at the participating retailers listed on www.uchooserewards.com. 

Plus, you can earn even more points when you shop at participating retailers. Choose to shop in-store at national or local retailers or online through www.uchooserewards.com. When shopping in-store, select credit and sign for your purchases. 

You earn points everywhere your card is accepted.

You can redeem your points for literally thousands of options. It all depends on your personal preferences. You can get event tickets, electronics and hi-tech gadgets, spa treatments, apparel, airline tickets, activity vouchers – the list goes on and on. Browse the redemption section to see all the exciting options available to you. 

We keep track of all the points you earn and will help you find just what you are looking for when you are ready to redeem. We even have a Wish List that will help you track when you have earned enough to redeem a specific item. 

It can take up to 60 days for your points to be credited to your account. You must accumulate 1,500 points before you can redeem your points. After that, you can redeem for any number of amazing items. Simply look for your “Total Points Available for Redemption” on the Point Details page to see how many points you have available for redemption. 

Yes, all cards within an account automatically earn points together. In addition, if you have multiple accounts with Dean Bank, you can link them together to earn rewards faster. Just visit the Preferences page to link more accounts to your program. 

You can access the history of your point activity on the Point Details page. 

Yes – you will have the opportunity to change the address for your redemptions as long as the address is located in the United States. 

It can take up to 30 days for transactions to appear on the Point Details page. If points from a qualified transaction do not appear after 30 days, please contact the number or e-mail listed on the Contact Us page for assistance. 

You can only redeem points online through www.uchooserewards.com.

If your card is lost or stolen and a replacement is issued, points will automatically be transferred to the new card. Once you receive your new card, you will need to re-register on the website with your new card. 

Every effort is made to authenticate uChoose Rewards participants – but fraud can occur. If you feel that you might have been a victim of fraud, contact your financial institution so that an investigation can be undertaken. 

Yes – you will have the opportunity to change the address for your redemptions as long as the address is located in the United States. 

There is no cost. Membership in uChoose Rewards® is absolutely free for Dean Bank cardholders, so start shopping and earning today. 

If you have other questions not answered here, you can contact the number or e-mail listed on the Contact Us page. 

Some redemption items can be returned and some cannot. To understand the various redemption policies and processes, please review the Terms and Conditions.

You can view our full list of Zelle FAQs here.

Contactless cards work a lot like mobile wallets. The transaction is completed by simply holding or tapping the card on a contactless-enabled card reader.

It’s up to 10 times faster than swiping, inserting or using cash. Plus, it keeps your info secure and your hands off the card reader.

Contactless cards have been used for years in Europe and Canada. Over the past few years, the U.S. has also embraced the technology.

To check whether your Dean Bank debit card is contactless, just look for the contactless symbol on the back of your card. The contactless symbol is four curved lines that get bigger from left to right. You might notice that it looks similar to the Wi-Fi symbol.

Contactless cards use radio-frequency identification (RFID) technology. This allows the card to communicate with the card reader when the card is held near the reader during a transaction.

Your Contactless card also comes with an EMV chip and the debit card number, expiration date, security code, and magnetic stripe. This gives your card a variety of options at the register. If a store does not have contactless readers, you can still swipe your card or use the chip reader.

When you hold your contactless card to the contactless reader, it securely authenticates your card information. The merchant’s point-of-sale system sends the transaction to the bank for approval and the bank’s processor then analyzes the transaction before approving it.

That may seem like a lot of steps, but the tap-and-go process usually takes less than a second — quicker than inserting or dipping a chip card and much faster than using cash.

Contactless payments work the same way no matter the type of card.  Here’s how to use a contactless debit card:

1. Look for the contactless symbol on the card reader. The four curved lines that appear on your card should also appear on contactless-enabled card readers. 
2. When prompted, hold the card within one to two inches of the contactless symbol.
3. If your purchase is approved, you’ll receive confirmation—typically a beep, green light or check mark.

Once you know how to use contactless debit card, it takes just a few seconds to complete the payment process.

There are so many places you can use your contactless card. From grocery stores and fast-food restaurants to convenience stores and gas stations, thousands of merchants across the country now support contactless technology.

Now you know more about how contactless cards work. But how safe are contactless cards? 

Contactless cards are just as secure as chip cards at a chip-enabled register and they’re even more secure than magnetic stripe payments. 

Each contactless transaction creates a unique, one-time code or password. This helps reduce security risks since the code can’t be used again—and it can be read only by the card-processing network. 

Still have questions about how contactless cards work? Here are the answers to some additional questions: 

• How do I protect my contactless card? You can help protect your contactless card just like you would any other debit or credit card. Learn more about how to prevent identity theft to help keep all your information safer.
• How many times can you use a contactless card in a day? You can use your contactless debit card as often as you would any other card. There is no limit to how many times you can use a card because it’s contactless. 
• What happens if you lose your contactless card and someone uses it? You should report your card as lost or stolen as soon as possible. That goes for any card, no matter whether it is contactless or not. Fraudulent charges are investigated and verified before credit is granted by the bank and for that to happen, you have to report them first.
• Is there a charge for using contactless cards? No, there is no additional charge for using a contactless card instead of a magnetic stripe or chip card.