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FAQs

Bill Pay

How do I enroll in Bill Pay?

  • Log into your Royal Bank Online Banking account
  • Choose the Bill Pay tab
  • Review and accept the Terms and Conditions
  • Follow the prompts and complete the required fields

How do I set up payees?

  • Log into Royal Bank Online Banking from a computer (not the mobile app)
  • Choose the Bill Pay tab
  • Click "Add a Payee" at the top of the page
  • Select if the payee is a company, person or financial institution
  • Complete the required fields
    • If your payee does not match any of the electronic payees in our system, you will need to fill out additional information about the payee
      • In this case, payments will process as a paper check

Click Here to view a video on adding a payee and making a payment

How do I make a payment?

  • To pay a single bill, select the payee from your payees list
    • Enter the amount and payment date and confirm which account you wish to pay from. Once your information is entered, choose "pay" to submit the payment
  • To make a recurring payment, select the payee from your payees list
    • Choose "Pay Recurring" from the list of options below the amount and payment date fields
    • Complete the required fields
  • To make multiple payments at one time, enter the payment amount and date and choose which account you wish to pay from for each payee you wish to make payment to
    • Scroll to the bottom of your payees list and choose "submit" to initiate payment to your payees

Click Here to view a video on adding a payee and making a payment

How do I pay a person?

  • Select the "Pay a Person" tab from the Bill Pay dashboard
  • Choose to pay via the following  methods
    • Email: payee does not share account information with the payer
    • Direct deposit: requires the payees routing and account numbers
    • Check: requires the address of where to send the check
  • Complete the required fields
  • Each new pay-a-person payment requires a new activiation confirmation

How long will it take for my payment to process?

Electronic payments will appear on your statement the date that you requested the payment to take place. Please allow 3-5 business days for electronic payments to complete.
Check payments will show on your statement when the check clears. Please allow 5-7 business days for the payments to reach the merchant and plan your payments accordingly.

Can I edit my payment?

Payments may be edited if they are still in the Pending Payments section. Select "Edit" to view, edit or delete a payment.

What is an eBill?

eBill allows you to automatically import due dates and amounts from third-party online billing statements and send an alert to you when it's time to schedule a payment. For example, you may want to set up your online cell phone or credit card account as an eBill inside the Bill Pay dashboard in order to view the payment amount and due date of your current bills and schedule a payment. eBill saves time from logging into each payees online account individually.

Click Here to view a video on setting up an eBill

E-Statements

How do I self-enroll?

  • Log in to Royal Bank Online Banking
  • Choose e-statements from the menu bar at the top of the page
  • Select the account(s) for which you would like to receive e-statements
  • Verify your email address
  • Enter a security phrase to identify authentic emails
  • Respond to the confirmation email you will receive within a few minutes of enrolling

Will I continue to receive my paper statement if I sign up for e-statements?

By enrolling in e-statements, you elect to exclusively receive your statements electronically. You can select which accounts you wish to receive e-statements for. Accounts you do not enroll will continue to receive paper statements via US Mail.

How long will my e-statements be viewable online?

Once you enroll, e-statements will appear in your Online Banking account starting with the next statement date. Your electronic statements will be available to view for 18 months. Once they expire, you will no longer be available to view them in Online Banking. Contact your local branch if you require a statement that is no longer available in your Online Banking portal.

Do I have to have special software to access my e-statements?

E-statements are accessible as PDF documents. You will need to download the latest version of Adobe Reader to view your e-statements.

How do I change the email address that my e-statements notifications are being sent to?

Visit the e-statements page in your Online Banking account and select email settings. You can enter your new email address here.

Can I withdraw participation in e-statements once I’ve been enrolled?

Visit the e-statements page in your Online Banking account and deselect the account(s) you no longer wish to receive e-statements for. Please be aware that fees may apply as outlined in the Royal Bank current Fee Schedule. You can also contact us to request withdrawal from e-statements.

Health Savings Account

What are medical expenses?

Medical care expenses are defined as alleviating or preventing a physical or mental defect or illness.  They do not include expenses that are merely beneficial, such as vitamins or supplements.

How do I access the funds?

Royal Bank customers will be provided with a no-fee debit card.  Transactions can be viewed on the Royal Bank website just as with other deposit accounts, and a monthly statement will be generated.  Consult with your accountant or tax preparer to see if itemized receipts should be kept and for how long.

What are contribution limits?

Visit www.treasury.gov for more information.

Mobile Banking App

Mobile Banking App

Is my username and password for the app the same as my username and password for Online Banking?

Yes.

Mobile Deposit Feature

How do I request enrollment?

  • Download the Royal Bank Mobile Banking App in your app store to request enrollment.

How long will it take for someone to get back to me once I enroll?

Once enrollment has been requested, a Royal Bank representative will contact you by email within three business days to confirm enrollment and provide further instruction.

How do I make a deposit?

Log into the app by entering your online banking username and password. Once your enrollment request has been approved by a customer service representative, a “Deposits” icon will appear on your home screen.

  • Tap the Deposits icon
  • Click “Deposit a Check”
  • Tap the photo icon to take a picture of the front of your check, and again to take a picture of the back of your check; you can retake the image or choose to use the image
  • Enter the exact amount of the check
  • Choose a deposit account you wish your funds to be deposited in to
  • Review the information for accuracy and click Deposit to send your deposit to the bank
    • You can choose to review your deposit, but cannot retake the image at this point

Tips:

  • Checks MUST be endorsed with “For Mobile Deposit Only” and your signature
  • Keep original check for sixty (60) days after depositing
  • Deposit multiple checks individually
  • Deposits made after 2:00pm CST will be deposited the following business day
  • There is a limit of ten (10) deposits per day, per account
Mobile Wallet

How is it secure?

Unlike a traditional payment method, mobile wallets replace your card number with a unique code (or “token”) for each device. When paying with your Mobile Wallet, the merchant will receive your token and not your card number helping to keep your information secure.  In addition, these payment methods require you to use your Touch ID thumbprint or a passcode to complete the transaction.

How do I add a card?

Download the mobile wallet app in your device’s app store. Some phones and tablets have a mobile wallet built-in to the device, so you may want to check to see if your device already has one. Once you’ve opened the app, enter your Royal Bank Credit or Debit Card information. Once the card has been approved for your device, you may begin making mobile payments.

What do I need to get started?

You’ll need your Royal Bank Debit and/or Credit Card(s) that you’d like to add to your Mobile Wallet and the mobile device(s) that you’d like to add your debit or credit card to. If you have multiple devices that you’ll be paying with, you’ll likely need to set up your card on each device separately.

How do I use my Mobile Wallet to pay for a purchase?

Pay by simply holding your device to the payment terminal and wait for payment confirmation. Most devices will require you to enter a thumbprint or a passcode to complete the transaction.

How do I return an item that I bought using my Mobile Wallet?

The cashier can use your Device Account Number to find the purchase and process the return, just as they would with a traditional credit or debit card payment. Depending on which Mobile Wallet provider you use, the Device Account Number should be located in your app settings.
 

How can I check my recent transactions?

When you view your card in your Mobile Wallet, you’ll see the last transaction for each credit or debit card.
 

What if I lose my phone, tablet or smartwatch?

Most phones, tablets and smart watches require a Touch ID thumbprint or passcode to access the device and to make a payment, so your Mobile Wallet should remain secure. You can also contact the bank to suspend or turn your card off until your device is located.
 

Can I continue to use my plastic card if I add it to my Mobile Wallet?

Yes! You can still use your plastic debit or credit card, even if you’ve set it up in your Mobile Wallet.
Online Banking

Which accounts can I view?

You can view as many or as few accounts on Online Banking as you wish to have available. Link checking, savings and investment accounts, loans or CDs for free access anytime, anywhere.

How do I transfer funds?

To conduct a quick transfer, click on the drop-down menu located next to your account listing on the accounts page. The drop-down menu lists quick-access options including transactions, download, statements, transfers and account information. Choose "transfers" from this listing and complete the required fields. You can also click on "transfers" in the menu bar at the top of the page. This will take you to the "transfers" page. Here you can create a new transfer, view past transfers or view and edit pending transfers.  

How do I place a stop payment on a check or an electronic payment?

In your Account List, go to the "Select Option" dropdown for your checking account; select Stop Payments.  Read the important information about Stop Payments, and then enter the required information.

How do I manage my Online Banking account information?

Manage personal settings, login information, account settings, display settings, alerts and mobile settings under the "Options" tab at the top of the page.

What are account alerts?

With Online Banking from Royal Bank, you can choose to setup alerts to notify you of specified account activity via text, email or upon login to Online Banking.

Balance alerts

Notifies you if your account balance goes above or below a specified dollar amount

Event alerts

Notifies you if specific events occur such as a transfer expiring, an ACH was rejected or a loan or CD matures

Item alerts

Notifies you if a specific item clears the intended account

Personal alerts

Allows you to set up an alert by date with a self-generated message