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FAQs

Online Banking FAQs

Login, Passwords and Secure Access Code

If you cannot access Online Banking or Freedom Bank Mobile Banking, please call our Client Support team at 703-242-5300 and press 2.

After entering an incorrect password in the login box, click the "Forgot your password?" link just below the login button. Enter your User ID to receive a new Secure Access Code and reset your password.

A Secure Access Code is a security feature that validates contact information that currently resides on the Bank records, to authenticate your identity.

As part of your initial login experience, your Secure Access Code will only be delivered to the contact information on file within our current Online Banking system. Once you have logged in successfully, you can add or edit Secure Access Code delivery methods by clicking on the “Settings” option from the left-hand navigation, selecting “Security Preferences” and clicking on the option for “Secure Access Code Delivery.”

If you opt to receive your Secure Access Code via text, you will receive a text from 864-34. Use the Secure Access Code that appears in the message portion of the text, not the number the text is sent from. If you have requested the Secure Access Code be sent more than once, use the Secure Access Code you received last.

Each Secure Access Code is unique and is only valid for a limited time. If you’re not able to enter the Secure Access Code within that time period, you will need to request that a new one be sent.

The Secure Access Code is only valid for a limited time. If you’ve “timed out,” just hit the back button to begin again.

This is a security feature to protect your Online Banking session. You should only register your PC or Mobile Device that you own.

If you are being prompted to register your computer every time you login, your browser might not be allowing cookies. Online Banking places a cookie on your computer when you register your browser. This lets the Online Banking system know that you have confirmed and trust the computer being used. If you are not accepting cookies, or deleting them, then you will be prompted to register your computer.

Note: If you have a security program that clears your Internet cookies, or if you clear them manually, you will be required to re-register your computer. You may choose to adjust this setting in your browser’s Tools or Internet Options settings and add freedom.bank.

Cookies are small text files placed on your hard drive that permit websites to store information about your visit. In most instances, this information is used to personalize subsequent visits to the website or to remember any personal settings or customization available to you on the site. Most cookies are harmless, particularly when received from websites such as your personal online banking site for your financial institution.

No, if you are accessing Online Banking from a personal/trusted computer, register that device and you will periodically use a Secure Access Code when accessing Online Banking from that device.

You will have to retrieve a Secure Access Code each time you try to login to Online Banking from a device that is not registered.

To ensure proper functionality, we recommend using the most recent versions of Internet Explorer, Firefox, Chrome, and Safari or better for browser software.

To determine what browser and version you are using follow these simple instructions.

Open your browser, click on Help at the top, select “About” (name of the browser, Help will display the version of the browser you are using).

Absolutely. Our Online Banking system will provide you the ability to bank anytime, anywhere, from any device conveniently and securely. You can download the app on any Android or Apple device, and it will provide a consistent experience with banking from your desktop. If you're on a platform that isn't Android or Apple, you can always access Online Banking via your HTML-compatible mobile browser.

Online Activity Center

Any type of online activity you initiated via the Online Banking system to include ACH activity, Wires, Funds Transfers, Stop Payments or updates on your Account. Use the “Search Transfer” section to search for a specific transaction type.

Freedom Bank began capturing transaction data in August 2019 and all transactions that have occurred since are available in the Activity Center. Going forward, data will be retained for a rolling 7-year period.

Online Banking Services

In addition to standard functions like checking your balance, paying bills, printing statements and transferring funds between Freedom Bank accounts, Online Banking now offers advanced functionality, including:

  • View history and transfer funds without leaving the page
  • Secure Message Center
  • Transfer funds to and from checking, savings and loan accounts
  • External linking of accounts for Transfers to other Financial Institutions
  • Enroll in eStatements
  • Make deposits via Mobile device
  • Secure access login and security setting options
  • Receive Account, History and Date Alerts by Text or Email
  • Customize your Online Banking with a nickname, display of accounts, grouping and much more!

Select “Stop Payment” from the navigation pane and complete the required fields to include the account number, check number, payee, amount, date of check and reason for stop payment. Stop Payment is in effect for six months.

The Stop Payment feature is for checks only. If you must place a Stop Payment for ACH transactions, please contact our Client Support Team at (703) 242-5300 Press Option 2 to reach a Freedom Bank Representative.

The Stop Payment feature is for single checks only. If you need to place a Stop Payment for multiple checks, please contact our Client Support Team at (703) 242-5300 Press Option 2 to reach a Freedom Bank Representative.

eStatement

You will receive an email to notify you your statement is ready for your review. Simply log on to your Online Banking and click Services to retrieve your statements listed under “Statements”.

Yes, check images are part of the eStatement service offered by Freedom Bank.

Click on the Message Center and select “Update Contact Information” to update your physical address and email address.

  • Quicker and safer delivery
  • Images of canceled checks are included
  • “Go Green” with less paper
  • Eliminates storage and shredding of paper
  • Additional users may be authorized to view your statements
  • Statement history is available for 24 months

Yes, all customers qualify for enrollment.

Statements are available for by request for 7-years, and online for 24 months. For assistance with older statements, please call our Client Support team at 703-242-5300 and press 2.

You will receive an image of any information or notice that would be included in a paper statement.

Your eStatements will also be combined, just like your paper statements.

Yes, PDF versions are available if you wish to save or print your statement.

Online Bill Pay

Bill Payment is a service that allows you to pay virtually anyone or any company through your Online Banking account. You determine who you want to pay, when you want to make the payment, and which account you want the payment to come from. It's safe, secure and easy to use.

Login to your account and click the "Bill Pay" link. You must review and agree to the Bill Payment Agreement.

You can pay virtually any business or individual with a mailing address within the United States.

Yes. Select the account on your Online Banking profile you want to use for Bill Payments.

The first step is to add a payee, the person or company you wish to pay. Get started by clicking on “Adding a Payee”. Enter the requested information. Typically this information can be found on your latest bill statement. Once you add your payee, you can start making payments in seconds.

Find your payee on the payments dashboard. Enter the payment amount and date, then submit.

Payments are sent one of two ways, electronically or by paper checks. 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.

Paying bills online is one of the safest ways to pay your bills. Bill Payment helps guard against identity theft from lost or stolen checkbooks, bills and statements. It also increases your privacy because only you can access your account information, account numbers and payment history. As a result, you maintain tighter control of your account with real-time access to your payments activity.

Generally, your payment is received within 2 to 7 days, depending on whether or not it is sent electronically or via paper check.

Most scheduled payments are sent electronically and funds are withdrawn from your account on the payment date. If payment is made by check, funds will be debited from your account once the payee has presented the item for payment.

Here's a quick list of the many ways you can benefit from using Bill Payment.

  • Save time. With Bill Payment, you can receive and pay your bills online, all in one place. That means no more visiting multiple websites to pay bills or trips to the post office to mail checks. In addition, smart features such as recurring payments allow you to automate regular bill payments.
  • Save money. Paying bills online saves on postage, envelopes, late fees and checks.
  • Stay organized. Your payment history is stored in your online account, so you won't have to sort through paper receipts or visit multiple websites to access past transactions.
  • Gain peace of mind. Paying bills electronically means no risk of mailed checks getting lost or stolen. Plus, you can stop worrying about missing a bill payment when you set up reminders and automated recurring payments.

eBill is a feature that allows you to receive and pay electronic summary versions of paper bills directly from your Bill Payment account.

eBills are delivered directly to your Bill Payment account. Once you set up an individual eBill for a company you do business with, an eBill comes directly from that payee to your account. Examples of businesses that offer eBills are cable service providers, phone service providers, utility providers and credit card companies.

You will also continue to receive paper bill statements unless you contact the payee to stop sending those statements.

If a payee offers eBill, there will be a "Set up eBill" link next to their listing on your Bill Payment dashboard.

With eBill, everything you need is in one convenient location. Using eBill allows you to streamline your bill pay routine and have online access to your bills. That means you won't have to keep track of paper bills. In addition, you can view past bill summaries at a glance.

Balance due, due date and minimum payment amount are included in your eBill. If you need additional details, there will be a link that lets you log into your account on your payee's website, or you can check your paper statement.

To pay an eBill, simply choose the account you want to pay from, enter the amount you want to pay and schedule when you want the payment delivered.

For questions concerning Bill Pay, please call our Client Support team at 703-242-5300 and press 2. You can also reach out directly to the bill pay provider customer service at 1-855-214-2721.

Payments made before 3:00 p.m. ET Monday - Friday will be processed the same day. Payments made after 3:00 p.m. ET will be processed the next business day.

You can start scheduling payments immediately after adding a new payee.

Mobile Deposits

We are enhancing our Online Banking system as part of our ongoing effort to provide you with an intuitive and interactive Online Banking experience. The new Online Banking system offers you the same features and services on your PC, tablet and mobile devices.

If you have an iPad® or iPhone® you can find the Freedom Bank Mobile Banking app in the App Store. If you have an Android smartphone or tablet, just download the Freedom Bank Mobile Banking app from the Google Play Store or Amazon Appstore.

Your Mobile Deposit feature is automatic with your new Mobile App.

Mobile Check Deposit is only available in the Freedom Bank Mobile Banking App, available for free in Apple iTunes or Google Play. Once you log into the app, click on “Deposit Check” from the navigation pane and follow the instructions.

Login to your Freedom Bank Mobile App and follow these simple steps:

  • Select 'Deposit Check' from the Menu Bar
  • Choose the account where you want to deposit your check
  • Enter the amount
  • Select Capture Image. Take a picture of the front and back of your indorsed check (indorsement verbiage will appear prior to capturing the back of the check) with your mobile device. For photos that work best, follow these guidelines:
    • Place your check on a dark colored, plain surface that is well lit
    • Position you camera directly over the check
    • Fit all four corners in the outlines provided on your mobile device's camera screen
  • Submit your deposit

You can deposit checks payable in U.S. dollars and drawn at any U.S. Bank, including personal, business and most government checks. They must also be payable to, and indorsed by the account holder.

Funds are not immediately available. If a deposit is made before the cut off time (5pm eastern time each business day), the funds will generally be available by the next business day. If a hold is placed on any portion of the deposit, you will be notified about the availability of your funds.

The daily cut-off time for a Mobile Deposit to be processed is 5pm eastern time each business day.

To project against fraudulent activity, Freedom Bank does place a limit on the dollar and number of checks that can be deposited. If you have difficulty making a deposit, or receive a message that you have exceeded your daily limit please call our Client Support team at 703-242-5300 and press 2.

After depositing your check using Mobile Deposit, please follow these best practice guidelines:

  • Write "Mobile Deposit (Today's Date)" on the front of your check. The date should be the month, day, and year of your deposit.
  • Securely store your check for 10 days after your deposit, and then destroy it. This allows sufficient time in case the original check is required for any reason.

We are pleased to offer Mobile Deposits at no cost for Freedom Bank Online and Freedom Bank Business Online clients. Please check with your wireless provider about carrier and web access fees.

Funds Transfers

You can transfer between your Freedom Bank Checking, Savings and Loan Accounts. Real-time transfers are processed immediately and ready for your use.

On the Transfer screen select “Make this a Recurring Transfer”, then select your preferred frequency offered on the drop down. You can view your scheduled transfer by visiting the Online Banking Activity Center from the navigation pane.

On the Transfer screen select “Make this a Recurring Transfer” to make your monthly loan payment. You can view your scheduled transfer by visiting the Online Banking Activity Center from the navigation pane.

Choose Online Activity Center from the navigation bar then select “Recurring Transactions”. You will see a list of your transactions. Under “Actions” you can view, approve, cancel, copy or even print any transaction listed. Select "Cancel Series” to cancel the recurring transfers. Processed transactions cannot be canceled.

If you would like to revise a transaction, you will need to delete it and create a new transfer with the correct information.

Home Page

Your checking, savings, CD and loan accounts will display. Click on any of the accounts to obtain account history, transactions, and check images.

Please call our Client Support team at 703-242-5300 and press 2, or send us a Secure Message to add any accounts that are missing.

You can view the history of any account directly from the home page or through the Activity Center.

On the Home page, click on “Filter” icon and select “Custom Date” as your Time Period. Select a “start date”, “end date" and “apply filters”.

On the Home page, view your checks on the Transaction History and click on the check number.

Message Center

Send a Secure Message by clicking on the Message Center on the navigation pane and then clicking on the "New Message” button on the right of the screen. For an added convenience, you may add supported attachments to your message in the format listed under “Supported Attachments”.

Yes. Click on the Message Center to send us any questions about your accounts. You will receive a reply within one business day.

You will receive notifications on Date, Account, History, Online Transaction and Security Alerts. You can choose to receive your Alerts via email, text or by the Message Center.

Home Page Preference

We have already added “Quick Transfers” to your Home Page Preferences. Please be looking for more links to customize your Home Screen in the near future.

Account Preferences

We have already added “Quick Transfers” to your Home Screen. Please be looking for more links to customize your Home Screen in the near future.

On “Account Preferences”, enter your new Group Name using the pencil icon. Select the order of how you want to view the accounts by using the arrow keys.

On “Account Preferences”, you can change the order of your accounts on this page by using the arrow keys. This determines the order your accounts will appear on the Home Screen, subject to the grouping of the accounts.

Yes. On “Account Preferences” you cannot remove an account, but you can hide accounts from view. Go to “Settings” from the navigation pane and select “Account Preferences”. Click on the account you wish to hide and click on the “Visible” button to hide it. You can re-display the account from this menu as well.

Security Preferences

Click on “Settings” on the navigation pane then click on “Security Preferences”. Next, select the “Change Password” and follow the instructions on the screen.

Click on “Settings” on the navigation pane then click on “Security Preferences”. Next, select the “Change Password” and follow the instructions on the screen.

Alerts

Click on “Alerts” from the navigation pane to customized alerts for Dates, Account, History and Online Transaction Alerts. You may choose to receive your alerts via Text or Email.

“Security Alerts” are established to secure sensitive online activity such as changes to passwords, browser registration, external funds transfers and more. These types of “Security Alerts” have prevented online banking account compromises and have proven to be effective.

You may select Alerts on specific account and transaction activity, online transactions, and message reminders. To set an alert, go to Settings and select the Alerts you desire to receive from a list of available alerts on the Online Banking system.

ACH & WIRE

ACH stands for the Automated Clearing House and, like Wire Transfer, is a way to send and receive money.

  • There are two types of ACH transactions – payments and collections
  • Payments may be originated as credits to an entity or in the form of a debit against our account.
    • Credit Origination – ACH Credits are frequently used to pay vendors or employees. An ACH Credit SENDS money to another entity.
    • Debit Origination – ACH Debits are typically used by select vendors to collect funds you owe. An ACH Debit PULLS money from another entity. This transaction type is currently reserved for commercial use only.

There are two primary ACH Standard Entry Classes:
PPD – Transactions directed to individuals. Examples include
Direct Deposit of Payroll (Credit Originated)
Collection of mortgage or consumer tax payments (Debit Originated)
CCD – Transactions directed to corporate or commercial entities
Payment to a trading partner (Credit Originated)
Corporate Tax Payment collected by Federal State or Local Government (Debit Originated)

You may see additional SEC codes such as WEB, TEL and ARC transactions on your PERSONAL account.

  • A WEB is a onetime electronic debit you authorize through a web based transaction.
  • A TEL is a onetime electronic debit you authorize through a telephone transaction
  • An ARC is a check based payment you send to a company who converts the check to an electronic transaction

Originators are required to receive authorization to send the transaction (both debit and credit) from the trading partner/customer. Authorization must be retained on file until that authorization is revoked.

Clients wishing to originate ACH payments or collections must be approved by the bank. Once approved, the bank will set daily and monthly transaction limits on your account. These limits are based on each company’s activity and the frequency of their payments.

Please contact your Treasury Management Sales Officer if you need to make a temporary adjustment to your predetermined ACH limits. We can typically accommodate increase requests on the same business day.

All ACH Payments with same day settlement instructions must be submitted to the bank by 11:30 AM. Payments submitted after the 11:30 AM Cut-off time will settle the next business day or on the date designated within the ACH File.

Same day ACH transactions must be delivered to the bank prior to 11:30 AM. There is no limit to the number of transactions that are included in each file, however the individual transaction may not exceed $100,000.

The settlement date reflected in your ACH transaction file is the date the recipient will see the transaction in their account. Freedom Bank requires pre-funding for most ACH Credit files originated, meaning that your account is debited for the total amount of the file the day it is submitted to the bank.

Outgoing payments may settle on a same day basis or be scheduled up to 30-days in advance. ACH Debit files will settle at both banks on the day designated within the origination file.

Unlike Wire Transfers, which are considered final as soon as the funds are posted to the recipient’s account, ACH transactions may be reversed or returned for a variety of reasons. Please contact your Treasury Management Sales partner for additional information.

Authorized users can create templates which allow you to initiate multiple payments to the same entity without having to reenter all of the recipient’s banking information. To create a template, simply click the New Template options under Advanced Payments. Once the template has been created, you can select the frequency of the payment, as well as the amount. The amount can be modified in the payment screen if the amount varies from payment to payment.

If you receive an unauthorized ACH debit, please contact your Community Office or Treasury Management Sales partner immediately. Unauthorized returns may be sent back to the originating bank within 1 business day. Companies may also subscribe to the Bank’s ACH Positive Pay service which reviews incoming ACH Debits against those specifically authorized, alerting you to any suspicious activity.

Clients wishing to originate Wire Transfers must be approved by the bank. Once approved, the bank will work with you to set daily and monthly transaction limits on your account. These limits are based on each company’s activity and the frequency of their payments.

Yes. Freedom Bank offers clients the ability to originate both domestic and international wires. International wires may be sent in US Dollars or most local currencies. Please contact your Treasury Management Sales partner for more information about foreign denominated wire transactions.

Please contact your Treasury Management Sales Officer if you need to make a temporary adjustment to your predetermined wire limits. We can typically accommodate increase requests on the same business day.

Freedom Bank can accept Domestic Wire Transfers online until 5:00 PM Eastern. International Wires (both USD and foreign denominated) must be input prior to 4:00 PM Eastern. Manual wires initiated through one of our sales offices must be complete by 3:00 PM Eastern. Originators must contact the wire desk for an exchange rate for all foreign denominated transactions.

Please contact your Community Office or Treasury Management Sales Officer if you need to make a temporary adjustment to your predetermined Wire limits. We can typically accommodate increase requests on the same business day.

Wire Transfers are considered final as soon as the funds are posted to the recipient’s account. Once funds have been credited to the receiving party, requests for wire reversals or return must be authorized by the account holder. Many banks will not honor a request for return, instead recommending that the sending and receiving parties negotiate the return of funds.

Authorized users can create templates which allow you to initiate multiple payments to the same entity without having to reenter all of the recipient’s banking information. To create a template, simply click the New Template options under Advanced Payments. Once the template has been created you can select the frequency of the payment, as well as the amount. The amount can be modified in the payment screen if the amount varies from payment to payment.

To assure the safety and security of your funds, Freedom Bank requires call-back authorization for all outgoing wires, including those input through the online banking system. Call backs are directed to an authorized signer, or other individuals authorized through the original wire transfer origination agreement. Call backs are made only to the telephone number of record for the authorized individuals. Clients wishing to initiate wires without the call-back review must execute special agreement indemnifying the bank against loss in the event of account compromise.

Please Note: E-mail is not a secure form of communication. Please do not send any confidential information using this form. This includes account numbers, social security numbers and password or PIN information.

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