FAQS

Getting Started and Enrollment

What is Your Link Online Banking

Banking is a 24/7 internet-based service that provides you with a secure and convenient way to bank. Use Your Link to:

  • Check the balance for your personal Dedham Savings accounts
  • See real-time account activity for all of your accounts
  • View check images online
  • Transfer funds between accounts
  • Pay bills quickly and conveniently
  • Download account history to personal financial management software, such as Microsoft Money, Quicken or Mint.com
  • Reorder checks
  • Request stop payments

What is Bill Payment?

Bill Payment is the secure and convenient way to pay bills online and send funds to businesses and individuals. You can use bill payment to:

  • Make one-time payments
  • Schedule recurring payments
  • Track payments
  • Update or cancel payments
  • Create reports of your payment history

How do I get started with Your Link Online Banking?

Click the Your Link button from our website’s homepage. You will be asked to enter information about yourself and your accounts. We will use this information in a validated process. Once confirmed, you will have immediate access to your account information. You will select your User ID and Password.


 

How do I get started with bill payment?

You can activate bill payment when you sign up for Your Link with Bill Payment or you can choose to activate any time by following these steps:

  • Visit www.dedhamsavings.com and select Your Link
  • Enter your User ID
  • Verify your Secure Sign on and enter your Password
  • Click the Make Payments tab
  • Read the on-screen instructions and click Continue
  • Select a checking account to use to pay bills (you can add more accounts later)

You will receive an email within 2 business days confirming your Bill Payment account is ready for use.

 

Can I sign up for Online Banking if I don’t have a checking or savings account?

Yes. Eligible Dedham Savings accounts include Checking, Savings, and Certificate of Deposit, Money Market and Loan accounts.

 

What are the system requirements for Your Link Online Banking?

You must have Internet access through a computer with browser software that supports 128-bit encryption. We highly recommend the use of the latest commercially accepted browser versions offered by Microsoft ®. In addition to 128-bit encryption, your browser must accept cookies and must also have Java script support enabled to view pages correctly.

 

Does my web browser need to be able to accept pop-up windows?

Yes. In order to apply for products and services and view check images, your browser needs to be able to accept pop-up windows. Before you sign on to Your Link, please temporarily disable any pop up blocking software that you may have installed on your computer or web browser. Most browsers will also allow you to set our Your Link site as a trusted site from which to accept pop-ups.

 

Are there predetermined maintenance times that Your Link Online Banking will not be available?

Yes. Scheduled maintenance may occur on Sundays from approximately 3:00 AM until 7:00 AM EST.

 

How do I sign on to Your Link?

Go to www.dedhamsavings.com and click on the Your Link tab. This will take you to the sign on screen. Enter your User ID. Verify your Secure Sign On and enter your Password.

 

Online Banking Features

What accounts can I view with Your Link Online Banking?

  • Checking
  • Savings
  • Money Market
  • Loans
  • Certificate of Deposit
  • Individual Retirement Account

How do I view check images?

Select the account from the Accounts Overview Page to view the activity. Click on the camera icon displayed next to the check number. A separate browser window (pop-up) appears displaying the image.
 

What accounts can I view with Your Link Online Banking?

  • Checking
  • Savings
  • Money Market
  • Loans
  • Certificate of Deposit
  • Individual Retirement Account

How do I view check images?

Select the account from the Accounts Overview Page to view the activity. Click on the camera icon displayed next to the check number. A separate browser window (pop-up) appears displaying the image.

 

Can I reorder checks online?

Yes To do this:

  • Click the Customer Service tab
  • Click Order Checks under the Account Services heading
  • This will direct you to the check order website

 

Can I request a stop payment on a “physical” check?

Yes. To request a stop payment on a single “physical check” or a range of “physical” checks:

  • Click the Customer Service Tab
  • Click Stop a Check under the Account Services heading
  • Payments made using the Your Link Bill Payment feature cannot be stopped using this feature. If the bill payment has been processed and is a paper check that has not cleared, you may contact our 24-Hour Support Center at 1-888-289-0342 and they can place a stop payment on it for you.

 

Can I set up alerts or notifications for my accounts?

Yes, you can set up a variety of alerts to notify you of important account activity. These alerts are sent via an email. To set up these alerts:

  • Click the Customer Service tab
  • Select Add an Alert under the Contact Options heading
  • From the Add Alerts Screen, make your selection and click Submit

 

 

What accounts can I transfer funds between?

You can transfer funds between eligible Dedham Savings statement accounts. You must apply for transfer access by visiting one of our branches or by completing the transfer Authorization Form located on our website. You must print and mail our Transfer Authorization Form.

 

When will the funds I transfer become available?

Your funds are available immediately for transfers made by 10 PM EST. For transfers made after 10 PM EST, the funds will be available the next business day.

 

How do I change my password?

  • Click the Customer Service Tab
  • Select Change Password under the Account Maintenance heading
  • Change Password and Click Submit

 

Can I change my User ID?

You can change your User ID only once. This can be performed by doing the following:

  • Click the Customer Service Tab
  • Select Change User ID under the Account Maintenance heading
  • Choose new User ID and Click Submit

 

Who can I pay with Bill Payment?

Using Your Link Bill Payment, you can make payments to almost anyone to whom you would otherwise send a paper check. This includes repeating payments for your insurance, phone, cable, credit cards, rent, mortgage etc. You can also send money to family and friends or pay one time bills to payees like your doctor, childcare facility, landscaper etc.

Please note: You cannot use Bill Payment to pay taxes or make payments to other government agencies, make court-ordered payments or make payments outside of the United States or US territories.

 

How long does it take for a payment to reach the payee?

If the payee accepts electronic payments, it can take up to three business days. If the payee only accepts paper-based payments, it can take up to five business days. When you select a "send on" date, the "deliver by" date will also appear.

 

How much account activity can I view through Your Link?

For those customers who have Your Link with Bill Payment, the history retention is thirteen months. For those customers who have the Your Link Basic, they will only be able to view the last 62 days.

 

Why can’t I edit my payee’s address?

We are always working with payees to ensure that your payments are made as quickly and efficiently as possible. In some instances, a payee will specify that payments should be sent to a specific address that is different than the one on your bill. These updates occur automatically and do not allow you to change the address. Please be assured that the payments are still sent on the date, in the amount and to the payee you have specified.

 

Can I set up recurring payments?

Yes, you can set up recurring payments for payees you send the same amount to each month such as your insurance, phone or cable company. To set up recurring payments:

  • Click the Make Payments tab
  • Select My Payees from the navigational panel
  • From the My Payees screen, click on Set Up Recurring for any payee and follow the onscreen instructions

 

Can I set up alerts or notifications for my bill payments?

Yes, when you set up a new payee, you will automatically receive an alert when you send a payment to that payee. This alert is sent via email. If you have turned off this alert, you can turn it back on by:

  • Clicking the Make Payment tab and select My Payees.
  • From the My Payees screen, click Change under the email Notifications column for any payee and follow the onscreen instructions.

 

How do I get help with Your Link Online Banking and Bill Payment?

If you need help or have any questions about Your Link or Your Link with Bill Payment, there are many resources available to help you. Within the application, there are links located on the bottom of each page called How do I and FAQs which can be used to assist you.

Email. General inquiries can always be sent to yourlink@dedhamsavings.com. Please do not include your account information in the email.

To protect your privacy, please send any account or transaction related questions using the secure mail feature available through Your Link Online Banking. To access your secured account,

  • Click on the Customer Service tab
  • Select Contact Us
  • Complete the required fields
  • Send your message

Call us. During regular business hours, you may contact our Electronic Banking Department at (781) 329-6700 or (800) 318-9613. For after hours, you may call our 24-Hour Support Center at 1-888-289-0342.

Visit. Dedham Savings representatives at any of our branches would be happy to assist you with all of your banking needs including questions about Your Link.

Or get answers now with Live Chat.

 

What if I forget my User ID?

During regular business hours, you may contact our Electronic Banking Department at (781) 329-6700 or (800) 318-9613. For after hours, you may call our 24-Hour Support Center at 1-888-289-0342.

 

Bill Payments

How do I start using Bill Payment?

Once you receive your funding account confirmation, you may begin to pay bills online.

  • Click the Make Payments tab.
  • Select Add a Payee located on the navigational panel.
  • Complete the information on the Add a Payee screen.
  • Have copies of your bills to assist you with setting up new payees.
  • Once the information is completed, click on the Add Payee icon.
  • Once you’ve added a payee, click on Make Payments which will display the payee you just set up

How do I start using Bill Payment?

Once you receive your funding account confirmation, you may begin to pay bills online.

  • Click the Make Payments tab.
  • Select Add a Payee located on the navigational panel.
  • Complete the information on the Add a Payee screen.
  • Have copies of your bills to assist you with setting up new payees.
  • Once the information is completed, click on the Add Payee icon.
  • Once you’ve added a payee, click on Make Payments which will display the payee you just set up.

 

Secure Sign On

What is Secure Sign On?

Secure Sign On is a service to help protect you from fraudulent online activity. It provides you with visual cues when you sign on so you know that you are on our website and it is safe to enter information. Secure Sign On also helps us ensure that only authorized individuals can access financial information online.

 

How do I set up Secure Sign On?

By completing three easy steps:

  • First, select a picture and enter a phrase you want to use as confirmation that you are on our website.
  • Then, set up confirmation questions that help us ensure that only authorized individuals are accessing your account information.
  • Last, decide whether to register this personal computer as an authorized location from which to access your account information.

 

What happens if I cancel Secure Sign On during setup?

The information you enter in the setup process is not saved until you complete the final confirmation step and click “Submit.” If you exit the process before this final step, you will lose the information you have set up and will need to start the process again.

 

Do I have to change any Internet browser settings for Secure Sign On to work?

To register this computer as an authorized location for accessing your account information, your Internet Browser must be set to accept permanent cookies. Most browsers accept cookies as a default setting. If you haven’t customized this setting, you’ll probably not need to make any changes. If you do need to change the Internet cookie setting to accept permanent cookies, follow the instructions provided in the Internet browser’s help file to complete this task. If you do not want to make this change, you will be able to sign on using the confirmation questions for validation.

 

Why doesn't my browser's Auto Complete feature pre-fill my password?

Once you set up Secure Sign On, your password will not pre-fill. Secure Sign On uses a multi-page sign-on process that does not allow your browser to anticipate your password entry. While the Auto Complete feature may be helpful for some things, it can also seriously compromise your security and privacy. If a password is saved in the browser on a public computer, that information is available to others for use or theft.

 

I use a service that lets me see the information from all my online accounts on one website. After I set up Secure Sign On, will my account information with you still appear on this website?

Account aggregation lets you see the information from all your online accounts on one website. The firm operating the account aggregation service logs in as you and uses your security information to get your information for you. Once you set up Secure Sign On, these services may not work with the user ID and password you provided them because Secure Sign On uses a multi-page sign-on process. Confirmation questions and cookies are also used as additional security information.

 

How is the Secure Sign On picture and personal phrase used?

The picture and phrase are our way of telling you that you are at our legitimate website. This protects you from a fraudulent internet activity known as phishing. They are always displayed when you sign on, forget your password, or need to change a temporary or expired password. If you enter your user ID and the next screen does not show your picture and phrase, do not enter any personal information. Instead, re-enter your user ID or contact us for assistance. If you do not see your picture and personal phrase on these pages, do not enter your personal information.

 

What is phishing?

Phishing is an Internet fraud technique that is used by criminals to trick you into giving them personal information. Phishing occurs when a criminal sends you an e-mail message with a link to what may appear to be our website – but it is actually a fake. On this fake website, you will be asked to enter personal information, such as your social security number, account number or credit card number. Phishing is a fraudulent act aimed at stealing your identity and private account information. Phishers set up a phony website that looks like the site of a trusted company to trick you into disclosing your user ID and password.

 

Is my personal phrase the same as my password?

No. Your personal phrase lets you know that you are at our website and not an imposter site. It should not contain personal information like your password because it is displayed when you sign on, forget your password, or need to change a temporary or expired password and may be seen by people when you complete these tasks.

 

Can other people see my picture and phrase?

Yes. Your picture and personal phrase are always displayed when you sign on, forget your password, or need to change a temporary or expired password and may be seen by people when you complete these tasks. Don’t worry if someone sees your picture and phrase. It’s just our sign to you that you are at our website.

 

Can I change my picture and personal phrase?

To change your picture and personal phrase, you must go through the Secure SignOn Setup process again and re-establish your confirmation questions as well. In order to re-enroll in the Secure Sign On Setup, please call our Electronic Banking Department.

 

How are the Secure Sign On confirmation questions used?

Confirmation questions are used as an additional form of identification when you sign on from a computer that has not been registered. They are also used to verify your identity if you forget your password or need to change a temporary or expired password. These extra security measures help us insure that only authorized individuals access your financial information.

 

Can I change my confirmation questions?

To change your confirmation questions, you must go through the Secure Sign-on Setup process again and re-establish your picture and personal phrase as well. In order to re-enroll in the Secure Sign On Setup, please call our Electronic Banking Department.

 

What happens if I forget the answer to a confirmation question?

Confirmation questions must be answered to access your account information from an unregistered computer. Answers are not case sensitive but the information and spelling must match what was entered during setup. You will have several opportunities to answer the questions correctly before access to your account information is disabled. If you are not able to access your account information, please call our Electronic Banking Department.

 

What happens when I register a personal computer?

We store a permanent cookie on the computer that enables us to recognize it as an authorized location to access your information online. The next time you sign on, we will recognize the location and you will not be asked to answer confirmation questions as part of the sign-on process.

 

What is a cookie?

A cookie is a small text file that a web server can store on a user's computer. The cookie we store on your computer is only used by us when you access your account information online. It is not used to track your Internet activity and cannot be used by others to access your information.

 

Why would I register a personal computer?

Registering your computer is another security measure to protect your financial information. With your user ID and password, this information helps us prevent unauthorized access to your accounts. On a registered computer, you are not asked to answer confirmation questions when you sign on – making it faster to access your account information.

 

Can I register this personal computer later?

Yes. Each time you sign on using an unregistered personal computer, you will be given an opportunity to register it.

 

Why shouldn’t I register public computers?

We don't recommend registering public computers to access your financial information online. Public computers can be used by many individuals and aren’t typically as secure as a personal computer. When you use public computers, we will ask you additional questions before you sign on to protect your personal information. Examples of public computers include, computers available at a library, coffee shop, or other public locations.

 

What happens if I registered a personal computer by mistake? Can someone use it to access my account information?

No, someone cannot access your account information online simply because the computer has been registered. In addition to the cookie we use to register a computer, your user ID and password are needed to sign on from an authorized location. If you are concerned about a cookie that has been left on a public computer, we suggest that you change your password and/or user ID. The cookie does not contain this information and is useless if these other identifiers are not presented properly. Cookies are also updated periodically as an additional security measure.

 

If multiple people use this computer, should each person register it?

If more than one person is commonly using this computer to access information for accounts they have with us, each person should register the computer for faster access to their information. Registered locations are saved for each customer.

 

If I register this computer, will I ever be asked to register it again?

You may be asked to register this computer again if the cookie is deleted or if your Internet browser doesn’t allow permanent cookies. Also, if you use more than one Internet browser on your computer, you will be asked to register this computer the first time you use a different browser. Note: If your Internet browser doesn’t allow permanent cookies, you can change your cookie settings using the instructions provided in the Internet browser’s help file.

 

Are cookies dangerous to my computer?

No. Cookies are small text files that can only be retrieved by the website that stored it on your computer. These websites cannot look at any other cookie or anything else on your machine. The cookie we store on registered computers are only used to ensure that an authorized location is accessing your account information. It is not used to track your Internet activity and cannot be used by others to access your information.

 

Does anti-spyware and firewall software affect registration of a personal computer?

We recommend that you use anti-spyware and firewall software on all your computers. However, some anti-spyware and firewall software do not allow cookies to be stored on a computer. If your anti-spyware or firewall software does not allow cookies, you may not be able to register your personal computer. Some anti-spyware software may give you an option to remove cookies. If our cookie is removed, your personal computer will no longer be registered and you will be asked to answer confirmation questions the next time you sign on.

 

How can I guarantee the security of my banking information?

You are the first line of defense for your online account security. We recommend that you:

  • Never provide your password to anyone. Our employees never ask for this information.
  • Be careful with your password. Do not write it down or maintain it in a place that is easily accessible.
  • Select a password which consists of letters, a series of numbers, or a combination of letters and numbers that cannot be easily guessed by others.
  • When you are done using Online Banking, exit the system by clicking the Sign Off link in the top-right corner of the page.

 

How often can I change my password?

As often as needed, but only once per day. Once you are signed on, go to the Customer Service tab to make the change.

 

How do I access Online Banking if I forget my password?

Click the Forgot Your Password link on the Login page. If this link isn't displayed, please contact our Electronic Banking Department for assistance.

 

How often can I change my user ID?

Following your initial enrollment into Online Banking, you will be permitted to change your user ID only once. While we do recommend that you change your password as often as needed to prevent it from being compromised, it is not wise to change the user ID, which uniquely identifies you as a user of the Your Link service.