Frequently Asked Questions

Online Banking

How can I change my password?
After logging into to eCash Online Banking, click Set Up and then change your password. To change your password, you must enter your user name, your current password, then type in your new password, confirm the new password and click enter. You will receive a message that will indicate your password was successfully changed.

What if I forget my password?
Contact Rockford Bank & Trust at 815-961-9383. RBT will reissue a new pre-assigned password which will be mailed to your residence. After logging in to Personal eCash Online Banking, you are encouraged to change your password.

How do I Stop a Payment?
To Stop Payment on a check contact Rockford Bank & Trust at 815-961-9383.

What if I need help?
If you have a question about Online Banking that does not require the transmission of sensitive information simply send an email to conactecashretail@rkfdbank.com or contact us at 815-961-9383 or 1-866-502-2357.

Bill Pay

What is Electronic Bill Pay?
Electronic Bill Pay is the most convenient service to be introduced since ATM’s. As a subscriber, you can pay almost any bill by simply accessing the service through the Internet.

How do I get started?
The first thing you'll need to do is organize all of the information about any individual, family member, friend, business, payee or professional who generates an invoice for products or services that you want to pay through Bill Pay. Gather together the names, billing addresses and your account number with the company or individual (phone numbers if available are appreciated). Next, click on the Bill Payment button within Personal eCash Online Banking. Then, submit the enrollment form.

How soon can I start making payments?
After enrolling online, you may begin the system as soon as the financial institutions administrator approves your welcome letter. Your welcome letter will contain important information you will need to begin the bill pay program.

Is there anyone I cannot pay through Bill Pay?
You may pay almost any payee you wish. There are several restrictions: 1) The merchant must be located in the United States; 2) Payments may not be remitted to tax authorities or government and collection agencies; 3) Payments may not be remitted to security companies such as Ameritrade for stock purchases or trade taxing authorities and 4) Court directed payments are unauthorized (Alimony, child support, or other legal debts). Don't forget you can use this system to send payments to your son/daughter in college, pay your local orthodontist, credit cards, charitable donations, etc.

Should the processing date I give be the date the payment is actually due?
No. You need to allow a minimum of five (5) business days for payments to reach your payee. Depending on the payee, you may need to allow additional days due to the distance the payment will travel. Remember, although you can schedule a payment at anytime, payments are actually sent to payees only on business days.

How far in advance can I schedule a payment?
You can schedule a single payment for up to 90 days in advance.

How soon are funds actually taken out of my account?
Bill payments are debited from your account on the processing date you requested. There is no float.

What happens if I don't have enough money in my account to cover a bill payment?
If funds are not available on the requested processing date, your bill payment will be cancelled.

What is the difference between a variable / single bill payment and a recurring payment?
A variable / single bill payment is a one-time payment such as your telephone bill where the amount fluctuates each time. Or perhaps it is a payment you do not make regularly such as a florist you use only occasionally. A recurring payment is one made regularly for the same dollar amount, on the same day each month such as your car or mortgage payment. You need only to set up a recurring payment once in the system and access the system only when the payment is to be changed or cancelled. Otherwise, your recurring payments will be made automatically.

How are my payments delivered and how can I ensure that my payee receives my payment by the due date?
You may schedule payments to be initiated on the day you enter the information, on a future date or on the same day each month. Although you can enter payment information 24 hours a day, 7 days a week, payments can only be initiated on business days.

After funds are withdrawn from your account, we may remit your payments by electron funds transfer, or if the biller does not accept electronic payments, by mailing your payee a check on an account we maintain for this purpose, or by some other appropriate means. Because of the time it takes to remit your payment to the payee, they will not receive payment on the processing date (the date you instructed us to deduct the funds from your account.) Therefore, in order to provide sufficient time for payments to be received by your payee, the processing date should be at least (5) five business days before the bill’s actual due date. Additional days must be added to this time frame if the payment is traveling outside of a 4 state radius.

Why does it take five business days and sometimes more for payments?
Although a number of your payees accept payments electronically, many do not. For those that do not accept electronic payments, we must send a check to that payee through the U.S. mail. Once the payee receives the check, it may also take a day or so for the payee to process the check and post it to your account. Even for electronic payments, it may take two or three days for your account to be posted. Holidays must also be taken into consideration.

How close to the original payment date can I change or cancel a bill payment?
You can change or delete a bill payment until 2 p.m. (CST) on the processing date.

What should I do if a payee has not posted my payment?
First, be sure to allow a minimum of five (5) business days for a payee to receive your payment. CONTACT YOUR PAYEE. If a payee does not post your payment within ten (10) business days of the date you requested the payment to be processed, simply call 1-866-484-3936 and press “5” for subscriber services. The Bill Pay Service provider will follow up on the payment and get back to you within 24 to 48 hours.

How do I add more payees?
You may use the “ADD PAYEE” button online. Or, you may also call subscriber services and we can take this information from you directly. It is recommended that is you have more than 3 payees to add, that you submit your request in writing to RBT. Be sure to include your name, user ID and detail on each payee you wish to pay.

How can I prove payments and transfers were made?
Each time you enter a payment you are given a transaction number to ensure we received your request. In addition, payments will appear on your monthly statement. Or, you may go online and view your history.


How do I pay for my Bill Pay service?
The monthly subscriber fee will be automatically withdrawn from your checking account on the anniversary date of your initial sign up. Your anniversary date will be included in the Welcome letter.

How can I cancel my Bill Pay service?
To make sure payments are not missed or duplicated during cancellation delete any pending scheduled payments. Then contact RBT to cancel the Bill Pay service.

What if I have a question?
Help is just a phone call away. If you have questions regarding Bill Pay, support is available by calling 1-866-314-3137. Simply press “5” and a service representative will assist you. Service representatives are standing by Monday through Friday from 6:30 a.m. to 10:00 p.m. Central Standard Time (CST)

Already online? Get instant answers with Live Chat. Simply click the Chat button within Bill Pay and interact directly with a service representative.