Many common questions are answered below.  Just select the topic and question that best fits your need.

If you are unable to find an answer below, we’re here to help.  Just contact us.

General Banking

How do I set up Direct Deposit of my payroll check?

If your employer participates in a direct deposit program, simply provide our routing and transit number and your account number to the human resources or payroll department at your company, and your direct deposit will usually begin within thirty days.

How do I set up Direct Deposit of my Social Security check?

Simply contact the Social Security Administration at 1-800-772-1213 (TTY 1-800-325-0778) and provide them with our routing and transit number and your account number. Or visit them online.

What is Brookline Bank’s Routing and Transit Number?


Can I get information about my account by phone?

Account information is available with our Customer Service Representatives during business hours at any of our offices or you can call Telephone Banking for automated account information 24 hours a day.

Can I open an account if I don’t live in the United States? What if I live in the United States but am not a citizen yet?

At this time, we only accept applications from persons residing within the United States with valid U.S. tax identification numbers (Social Security Numbers). If you have questions, contact us. We’d like to hear from you.

Can I do all of my banking with you?

Thanks to the convenience of Online & Mobile Banking, Direct Deposit, and ATMs, everyday banking activities can be performed on your own time. Contact us with questions about your banking needs.

Can I look at all of my transactions at any time?

With Online & Mobile Banking, you have access to your account information 24 hours a day, 7 days a week!

How frequently is my information updated?

Your account information is updated every business day with new transactions that posted to your account the previous day.

Are wire transfers possible to and from my checking account?

Funds can be transferred to and from accounts by wire transfer or via ACH (Automated Clearing House) debits or credits. Contact us for details.

How do I make a deposit to my account from a remote location?

You can do most of your banking by using Mobile Banking, direct deposit, ATMs or ACH (Automated Clearing House) transactions. We also offer a bank-by-mail service, which allows you to mail non-recurring deposits. Our Mobile Check Deposit and Deposit XPress services allow individuals and businesses a fast and easy way to make deposits of checks remotely from a mobile device or from their place of business using their PC and a special check scanner. Contact us for details on a method that’s best for you.

Online Banking

What can I do with Online & Mobile Banking?

You can view account balances and transaction history, transfer money, pay bills and download transactions to financial software and much more.

How do I select or change my Username and Password?

For complete information on creating secure login information, learn more here.

How current is my banking information?

Your account information is updated every business day with new transactions that were posted to your account the previous business day.

What accounts will I be able to access through Online & Mobile Banking?

You can access your checking, savings, and loan accounts from Online & Mobile Banking. They are intended to give you as much access, security, and versatility as possible.

What formats can I download my transaction history in?

Online Banking supports downloads to Quicken® (QFX), QuickBooks® (QBO or IIF) and will also export file formats for personal finance (QIF), spreadsheet (CSV), or word processing (txt).

Can I schedule future transfers?

 Yes, you can schedule immediate, future, and recurring transfers.

How long can I be inactive before being logged out of Online & Mobile Banking?

The inactivity time-out default is set for 10 minutes.

What happens if I forget or lose my password?

Just call our Customer Service Center at 877-668-2265 and we will take you through the steps needed to log in to Online & Mobile Banking. Personal banking customer may also use the “forgot?” link to reset their password on their own.

Bill Pay

How do I enroll in Bill Pay?

Steps to enroll in Bill Pay:

For Personal Online Banking:

  1. Log in to Online & Mobile Banking and select the Payments menu item.
  2. A new window will appear asking you to “Enroll in payments.”  Select the Enroll button.
  3. You should now see a “Congratulations” message.  Select the Continue button.
  4. You may now add payees and schedule payments.

For Business Online Banking:

  1. Click the “Administration” option in the main menu to the left
  2. On the Administration page, click the “Bill Pay” tab
  3. Follow prompts to complete enrollment
  4. Please allow up to 1 business day for enrollment to be processed


Is it possible to schedule recurring payments?

Yes. You can schedule weekly, semi-monthly and monthly recurring payments.

When I add a new payee to bill pay account, or change my account number, how quickly will the change take place?

When you update the information for the bill payment account, the changes are immediate.

Can I use Bill Pay with all my accounts?

Only checking accounts can be used for bill payment purposes. You can add multiple checking accounts to Bill Pay and choose the accounts from which payments are drawn. 

If you need assistance adding accounts, please call our Customer Service Center at 877-668-2265.

When can I start using Bill Pay?

You can begin using Bill Pay as soon as you have logged in to Online & Mobile Banking for the first time.

How do I add new payees?

To add a new payee:

  1. Select “Payments” the main menu on the left
  2. In the top right-hand corner of the Payments window, click “+New Payee”
  3. Follow the prompts to complete

Please note, if adding a business or utility, please be sure to enter the account and address information from your most recent bill.

Who can be paid using Bill Pay?

Anyone or any entity in the 50 United States and territories who can accept a check can be paid using Bill Pay. However, tax payments (such as federal, state and local) and court directed payments (such as alimony and child support) cannot be processed through Bill Pay.

Can I pay my bills on the weekend?

You can set up your payments during the weekend. However, the system will prohibit you from scheduling a single payment and the first of a recurring payment on the same weekend. When scheduling payments on a weekend, the first day for which you can schedule payments (single or recurring) is the first business day following the weekend.

If I schedule multiple bill payments for a single day, how will my account be debited – as a lump sum or separately?

Each bill payment is debited separately.

How is my account debited?

We are able to pay many payees electronically. In these cases, the funds are withdrawn from your account when your payment is issued. If we are unable to issue the payment electronically, a paper check is issued which will debit your account when it has been deposited by the payee and cleared.



What is ACH?

Automated Clearing House is a funds transfer system which provides for the interbank clearing of electronic entries for participating financial institutions.

Are all my payments made by ACH?

No. In some cases – often when paying an individual – a payee may not be able to accept ACH payments. In such cases the Bill Pay system creates a paper check that is mailed to your payee. When a paper check is mailed, your account is debited for the amount of the check when the check is deposited by your payee.

If I make an error in selecting a payee and it results in a late fee, am I responsible for the charges?

If you select an electronic payee with an address that is different from that indicated on the payment coupon, you are responsible for the late fee. You always have the option to manually enter a different address for a payee.

How do I place a ‘stop payment’ on a bill payment?

Payments can be cancelled by 3:00 pm on the day they are scheduled to be sent. 

Once an electronic payment has been issued, it cannot be stopped.  If an electronic payment was made in error, we would recommend contacting the payee to request a refund.

Payments issued as a paper checks can be stopped after they are issued.  If you wish to stop payment on a check you may do so either within Online & Mobile Banking or by giving us a call at 877-668-2265.

Mobile Check Deposit

What is Mobile Check Deposit?

It is a fast, easy and secure way to deposit checks via your mobile device.

How do I sign up for Mobile Check Deposit?

First, you need to be an Online & Mobile Banking user and have downloaded our Mobile app. Once you’ve logged into Mobile Banking, choose Deposit check to enroll. (Please allow up to two business days for enrollment to be complete.)

What type of mobile device must I have to use Mobile Check Deposit?

 All currently supported iPhone,® iPad ® and AndroidTM mobile devices may be used.

Is there a waiting period?

No, however activation could take up to two business days.

What accounts are eligible?

You can make deposits to any Brookline Bank Checking, Savings or Money Market Account that you have selected to view on Mobile Banking. 

Are there any fees for making Mobile Check Deposits?


How do I make a Mobile Check Deposit?

 It’s easy. Just follow these steps:

  1. Sign (endorse) your check on the reverse side where indicated. Please include “For Mobile Deposit Only” under your signature.
  2. Log in on your mobile device
  3. Tap the menu icon in the top left-hand corner
  4. Tap “Deposit checks”
  5. Tap “Deposit a check”
  6. Follow prompts to complete

What are the cut-off times for Mobile Check Deposits?

Mobile deposits confirmed as received before 7:00 p.m. ET on Monday through Friday (except Bank Holidays) will be considered deposited on that day. Deposits confirmed as received after 7:00 p.m. ET on Monday through Friday (except Bank Holidays) will be considered deposited on the next Business Day.

When will funds be made available?

Deposits entered before 7 pm ET on a business day will be processed same-day. Deposits entered after that time or on a non-business day will be processed the next business day and will reflect in your account the following day.

I just made a Mobile Check Deposit. Why don’t I see the deposit in my online history?

Pending Mobile Check Deposits will not be listed in your transaction history. To confirm the deposit is in-process, you can select “Recent activity” on the “Deposit Checks” page. You will see the deposit listed in your account transaction history once the deposit has been processed.

How long should I keep my original check once I’ve made a Mobile Check Deposit?

You should keep the original check for 30 days after depositing it. To avoid re-depositing it by mistake, consider writing “Mobile Deposit” on the front of the check as a reminder to yourself.

What types of checks can I deposit with Mobile Check Deposit?

Checks payable in U.S. dollars and drawn at any U.S. bank, including personal, business and government checks, are eligible as long as they are payable to and endorsed by the account holder.

What types of checks are not allowed for Mobile Check Deposit?

International checks, U.S. savings bonds, money orders, remotely created checks, convenience checks (checks drawn against a line of credit) and checks made out to cash are not allowable. For a complete listing of ineligible checks, please see our Online Banking Agreement.

Why might I have been declined for using Mobile Check Deposit?

You must have one or more eligible checking or savings account(s) that have been open and in good standing. If you have had any nonsufficient funds occurrences during a rolling 90 day period you will not be eligible to use this service. If, after a ninety day period you have not had any nonsufficient funds occurrences you may re-apply.

Why would my check be returned?

Poor image quality is the most common reason a check cannot be read. If you have deposited a check through Mobile Check Deposit that has been returned, please call us at 877-668-2265.

Why does my email deposit confirmation reference Central Time.

Our mobile banking processor is located in the central time zone, therefore your confirmation references Central Time. Please add an hour for Eastern Time.



What are eStatements?

eStatements are a service that allows you to view your monthly statements and year-end tax forms from Online & Mobile Banking. The online versions replace the mailed, paper versions and are, environmentally friendly, secure, easily accessible, fast, and free.

How do I enroll in eStatements?

In order to receive eStatements you need to be enrolled and active in our Online & Mobile Banking service. You will select Documents within the account for which you want to receive the eStatement. You will receive a confirmation email from us when your enrollment has been completed.

How do I access my eStatements?

When your statement is ready, you’ll receive a courtesy email letting you know that your eStatement is available for viewing. To access your statement, log on to Online or Mobile Banking, and select the account for the statement you want to view. It’s that quick and easy!

Will I continue to receive paper statements once my eStatement service is set up?

No, once you have completed the enrollment process, paper statements are no longer produced for your account(s).

What accounts are eligible for eStatements?

All of your deposit accounts (with the exception of Certificates of Deposit) and credit accounts are available for eStatements.

How long will my eStatement be available?

Once you sign up, you’ll be able to view up to seven years of eStatements.

How do I print my eStatements?

If you are viewing your eStatements from a laptop or desktop computer, and you have a printer, you can print your eStatements documents directly from your browser.

Can I save my statement and PDF attachment on my computer or other storage device?

Yes, in fact, we recommend that you save your monthly statements on your computer, a flash drive, or other storage device so you can easily retrieve them in the future. To save a copy of your eStatement, or online tax forms open the pdf, choose “File” then “Save As” and specify where you want the document saved on your storage device.

What if I don’t receive an eStatement notification when expected?

If you do not receive your eStatement notification when it is normally sent, please check to be sure your email mailbox is not full and that your email address has not changed. You should also make sure that the email address we use to send your eStatement notifications does not block certain emails as SPAM or “Junk Mail.”

What if I change my mind and want to go back to paper statements?

You can cancel your eStatements delivery at any time. To do so, log in to Online or Mobile Banking, click the account  you wish to unenroll, select Settings, then Documents/Enrolled. You may then de-select the checkbox and click Save. Or, you may write to us at Brookline Bank, eStatements, P.O. Box 470469, Brookline, MA 02447-0469, call our Customer Service Center at 877-668-2265, or send us a secure message via Online or Mobile Banking.

Is there a deadline to opt-in for online tax forms?

There is no deadline for enrolling in tax forms. Once you sign up, you’ll be able to view up to seven (7) years of tax forms.

EMV Chip Card

What is EMV?

EMV stands for Europay, MasterCard®, Visa. It is an international standard for credit and debit cards equipped with computer chips and the technology used to authenticate chip-card transactions. To help stop the ever increasing risk of large scale data breaches and counterfeit card fraud, U.S. banks and other card issuers are migrating to this technology to protect consumers and reduce the costs associated with fraud. EMV chip cards are currently widely used in Europe, Asia and Canada, and are now being adopted in the U.S.

What is an EMV Chip Debit Card?

An EMV chip debit card has a microchip embedded in it that provides substantially more security than a magnetic stripe.

Why are chip cards more secure than traditional cards?

EMV cards are referred to as chip cards. The small metallic square you’ll see on new cards is a microcomputer.

The magnetic-striped cards in use for years store static data, or payment data that does not change. The data stored in the magnetic stripe includes your 16-digit card account number, expiration date and 3-digit security code (CVC) like the one found on the back of your card. EMV Chip cards contain the same data and more. Each purchase or transaction that you make with your card generates dynamic or unique data that is encoded in a safe mode.

EMV helps protect you even if your card or your card data is lost or stolen because the chip technology:

  • Makes it difficult for anyone but the rightful owner to use the card, and
  • Protects against the creation of counterfeit cards because dynamic data is only good for a single purchase or use. Each transaction you make creates a unique code. If the card data is copied and the transaction is attempted again, it will be recognized as a duplicate and rejected.

How is a Chip Card used to make a purchase?

The process for using a chip card is different than using a magnetic stripe card. Instead of swiping, you insert the card into the merchant’s card reader and leave it there. You then follow the prompts on the card reader’s screen and wait to remove the card until the transaction has completed. Be careful not to leave the card behind!





It may take some time to become used to the chip card, but the extra security provided will be well worth the transition from swiping to dipping.

What’s required, to complete a purchase? A signature or a PIN?

The verification method for your Brookline Bank debit card is referred to as chip-and-signature. In many cases you will use a signature or PIN the way you do today. If the merchant prefers to ask for a PIN, you may be asked to enter your PIN for transactions that today require a signature, such as to pay a restaurant bill.

Will a chip card work at a retailer that does not support EMV technology?

Yes. The initial EMV cards will include both chip and magnetic stripe functions. The card reader will guide you through the process:

  • If a card is entered into the chip card slot, but the card reader isn’t yet activated for EMV, it will display an error and you will be prompted to swipe the card in order to use it.
  • Conversely if you attempt to swipe your chip card rather than inserting it, an error will display and you will be prompted to insert the card for chip processing instead.
  • If a chip-card reader is not in place at a merchant, the EMV card can be read with a swipe, just like a traditional magnetic stripe card.

Does the customer still have zero liability the way they do today?

Yes, the customer still has zero liability, even with an EMV chip enabled card.

What about magnetic stripes? Will those go away?

No, not right away. Experts estimate that it may take up to four years for all financial institutions and merchants to fully convert to EMV chip technology. Initial use of both magnetic stripes and EMV chips provides significantly increased security but is easier on customers and merchants than eliminating magnetic stripes all at once.

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