Small Business Online: Frequently Asked Questions

Getting started

What is BB&T Small Business Online?

BB&T Small Business Online® offers payments and transfers, online statements, alerts on your account activity and balances, and much more. Online banking also offers business services including ACH & Wire and Multiple User Access.

How do I enroll in small business online banking?

Look for the Enroll Now button on the BB&T Small Business Online page. You'll need a BB&T business account to enroll in online banking. If you don't have an account, you can open a deposit account online and enroll, or visit your local BB&T branch.

Is online banking secure?

Yes. Our top priority is to ensure the security of your personal and financial information online. Details are available on the Privacy and Security Central section of our website.

What devices can access online banking?

You can access online banking with your smartphone, tablet or computer, as long as your device has Internet access. Online banking will automatically adjust to fit the screen size of any device.

Account details

Which of my accounts can I view online?

You can view the following accounts with online banking:

  • Checking
  • Money market
  • Savings
  • Credit card
  • Line of credit (LOC)
  • Mortgage
  • Personal loans
  • Certificate of deposit (CD)
  • Non-brokerage
  • Individual retirement account (IRA)
  • Auto, business and consumer loans

If I have both business and personal accounts with BB&T, can I view them together?

Yes. You can add your personal accounts to your business accounts and view them together. You can also combine multiple business entities/TINs. To combine account views, contact your local BB&T branch for assistance.

Will new accounts be automatically added to my online banking profile?

Yes, new accounts will be automatically added to your online banking profile. If you don't wish to view the new account online, please contact online banking support through your Secure Message Center in online banking or call 888-BBT-ONLINE (888-228-6654) for assistance.

Customer service

What happens if I forget or want to change my user ID or password?

If you forgot your user ID, call online banking support at 888-BBT-ONLINE (888-228-6654) for assistance.

If you forgot your password, you have the option to reset it right from your logon screen. Select "Forgot your password?" to get started. You’ll need your user ID, primary email and last five digits of your SSN or EIN to get started. BB&T will then send you a one-time code by text or phone call. Use your one-time code to verify your identity and reset your password.

If you want to change your user ID or password, click Edit My Profile in the Customer Service menu and click Change User ID.

As a security precaution, it's a good idea to refresh your user ID and password annually.

What are the terms and conditions of online banking?

For a detailed review of our Small Business Online service, please see our Online Banking Disclosures.

How can I contact BB&T with a question regarding online issues?

For questions regarding online issues, you can send a secure message through online banking. You can also contact online banking support at 888-BBT-ONLINE (888-228-6654), Monday through Saturday from 6 am to midnight ET for assistance.

How can I contact BB&T for account information?

For questions regarding account information, you can contact customer service at 800-BANK-BBT (800-226-5228). Our automated phone service is available 24/7. Associates are available to assist you from 6 am until midnight ET.

I've noticed some suspicious activity in my account. Who do I call?

If you suspect fraudulent activity on your account, contact the fraud department immediately at 800-BANK-BBT (800-226-5228). For questions regarding activity in your account, contact online banking support at 888-BBT-ONLINE (888-228-6654), Monday through Saturday from 6 am to midnight ET for assistance.

Secure Message Center

What is the Secure Message Center?

The Secure Message Center is an online banking feature that allows you to ask questions and receive information about your BB&T account. It's available for all BB&T account holders.

What makes the messages secure?

Messages that are sent and received through the Secure Message Center are secure because the messages never leave the BB&T servers. The messages are sent and viewed within your online banking account, so the only way to send and receive the messages is to log on to online banking.

Alerts

What are alerts?

Alerts enable you to receive information on your account balances and transactions. You can set alerts on the account activities most important to you and receive alerts by email or text message, in either English or Spanish. Alerts can be added, modified or deleted at any time. Only the primary account owner can receive alerts.

What alerts are available?

Balance alerts

  • Balance Alert – Notification of your balance—either daily or weekly
  • Zero Negative Balance Alert – Notification when your balance is zero or a negative amount
  • Low Balance Alert – Notification when your balance is at or below a set dollar amount

Debit alerts

  • Overdraft Fee Alert – Notification when an Overdraft or Returned Items fee has been charged to your account
  • Cleared Check Alert – Notification of the checks that cleared your account the previous day
  • Debit/Withdrawal Threshold Alert – Notification when a debit or withdrawal of more than a set dollar amount is made

Deposit alerts

  • Deposit Correction Alert – Notification when an error is made in the calculation of a deposit
  • Deposit Threshold Alert – Notification when a deposit is made of more than a set dollar amount

Statement alerts

  • Online Statement Alert – Notification when your online statement is available

Security alerts

  • Email/Mobile Number Changed Alert – Notification when your email address or mobile number has been changed or deleted
  • Online Banking Profile Changed Alert – Notification when a change is made to your online banking account profile or your account is locked due to multiple unsuccessful logon attempts
  • Secure Message Alert – Notification when a message is delivered to your inbox in the Secure Message Center

When are my alerts delivered?

Generally, alerts will be sent the morning of the following business day. There are two exceptions:

  • Account transactions on a Saturday or Sunday will create an alert on Tuesday.
  • Account transactions on a holiday (any day of the week) will create an alert the second business day following the holiday.

Are alerts secure?

BB&T is very concerned about the safety and privacy of your information and committed to security. The alerts service uses advanced encryption technology to prevent unauthorized access to your personal information. In addition, BB&T will never share your full account numbers, Personal Identification Number (PIN), email address, user ID or password in an alert message.

Are there fees associated with alerts?

BB&T does not charge you a fee to use or access our alerts service. Messages and data rates may apply from your mobile provider. Check your text message/data plan and contact your mobile provider with any questions regarding your plan.

Making payments with BB&T Bill Pay

Can I make a Bill Pay payment online?

Making a payment online is automatically included with online banking. You may use the bill payment service through online banking, Quicken and QuickBooks. If you use Quicken or QuickBooks, fees may apply.

Your bill payments will be sent to the recipients you designate, either as a paper check or an electronic funds transfer. All bill payments made are covered by our Online Bill Payment Guarantee.

When do the funds for a Bill Pay payment leave my checking account?

BB&T uses two bill payment types: electronic and paper check. For recipients who don't accept electronic payments, a paper check will be sent by US Mail and the funds are withdrawn from your account after the recipient deposits the check.

For electronic payments, funds are held on the Send On date and withdrawn on the Deliver By date, which is within two business days for recipients who accept electronic payments.

For paper check payments, the paper check will be sent by US Mail and the funds are withdrawn from your account after the recipient deposits the check.

If there isn't enough money in your account on the Send On date, BB&T will cancel the payment. You will not incur an NSF fee, but your bill will not be paid. You will need to reschedule your payment when you have adequate funds available in your account.

How far in advance can I make a Bill Pay payment?

Payments can be scheduled for up to one year in advance.

How large can a Bill Pay payment amount be?

Payments can be made in any amount up to $100,000.

Is there a limit to how many Bill Pay payments I can schedule during a single month?

No, there is no limit.

Does BB&T use a third party to process Bill Pay payments?

BB&T partners with a third-party provider to process and deliver Bill Pay payments. All support and claims issues are handled by BB&T. All claims and any client service issues should be directed to our online banking support at 888-BBT-ONLINE (888-228-6654). Online banking support hours are 6 am to midnight ET, seven days a week excluding Christmas Day, December 25.

Can I schedule a repeating Bill Pay payment or transfer?

Yes, you can schedule a repeating payment or transfer by selecting a frequency after you select the recipient and account while making a payment or transferring money. Transfers cannot be scheduled to occur on weekends or bank holidays. A repeating transfer is scheduled for one of those days will be moved to the following business day.

How do I know what type of payment method to use?

If you have a recipient who doesn't need to receive payment for 2 to 5 business days, you can use Bill Pay.

For next- or same-day payments, you can use ACH or wire transfer. Many businesses also use ACH for payroll direct deposit.

Before you can use ACH and wire transfer, you must subscribe. Once you subscribe to the service, there's a two-day wait period until you can use the service.

ACH payments and wire transfers can be scheduled for a date in the future, and be set up as repeating.

How much does it cost to use ACH & Wire transfer?

There is a monthly fee to subscribe and use this faster payment service. Transaction fees also apply. See fee schedule.

Who can receive payments?

A recipient can be any company, agency, organization or individual with an address that includes a valid US Postal Service ZIP code, including APO/FPO (military) addresses.

How much payment history can I view online?

You can view all payments processed in the last 24 months. For access to payment information older than 24 months, please call online banking support at 888-BBT-ONLINE (888-228-6654) for assistance.

Transferring money

Can I transfer funds to and from another financial institution?

Yes, you can transfer funds between certain BB&T accounts and your eligible accounts at another financial institution from Payments & Transfers, using our Outside Transfer Service. Fees may apply, and this feature isn't available to all BB&T clients.

How far in advance can I make a transfer?

Transfers can be scheduled for up to one year in advance.

After I transfer money to an account at another bank, when will the funds be credited to that account?

The funds should be credited to that account within three business days. If you qualify for Next-Business-Day service, you can transfer the funds using expedited delivery. The transfer cut-off time for both services is 7 pm ET.

How much money can I transfer at one time?

For transfers between your BB&T accounts, you may transfer up to $1 million in a single transfer, unless you are limited by the account type.

For transfers between BB&T and another bank, the limits are: $5,000 per transaction, $5,000 daily and $12,500 monthly. These limits apply for the following services:

Standard three-business-day outbound transfers

Standard three-business-day inbound transfers

Next-business-day outbound  transfers

Next-business-day inbound  transfers

How much transfer history can I view online?

You can view all transfers that have been processed in the last 36 months for personal and business checking and savings accounts, and in the last 24 months for any other account. For access to transfer information older than this, please call online banking support at 888-BBT-ONLINE (888-228-6654) for assistance.

Accounting software

Does BB&T support accounting software integration other than Quicken or QuickBooks?

We support the Direct Connect and Web Connect services that allow you to access your online banking information using any accounting software. If you choose to use Direct Connect, the accounting software needs to be Open Financial Exchange (OFX) data-stream compatible. Please check with your accounting software vendor to determine compatibility.

Additionally, BB&T supports exports of CSV files, which may then be imported into your accounting software.

How can I use Quicken or QuickBooks with online banking?

You can access your information from online banking through Quicken or QuickBooks using the Direct Connect or Web Connect services.

Direct Connect

  • Send and receive account data automatically
  • Get account balances, pay bills and transfer money
  • Monthly service fee

Web Connect

  • Manual transfer of account data
  • Specify a single account and date range for each download
  • No monthly fee

What versions of Quicken and QuickBooks can I use with online banking?

Online banking supports the current version and the two previous versions of Quicken Windows and Quicken Mac, and the current version and the previous two versions of QuickBooks Windows and QuickBooks Mac. To view the systems requirements, visit Quicken(opens in a new tab) or QuickBooks(opens in a new tab).

Note: A monthly service fee is assessed to access your financial data through the Direct Connect service. There's no fee for Web Connect.

Does BB&T supply me with a copy of accounting software?

No. However, BB&T clients may purchase Quicken or QuickBooks directly from Intuit at a discounted rate.

What types of accounts can I access through the Direct Connect and Web Connect services and how much transaction history is available?

You may access the following types of accounts:

  • Checking
  • Savings
  • Money market
  • Personal credit card
  • Line of credit (LOC)

Up to 14 months of transaction history is available through the Direct Connect and Web Connect services.

What do I need to set up my accounts in my accounting software?

To use online banking with your accounting software, you must have Internet access and an online banking user ID and password.

At this time, only the account owner can connect to the Direct Connect and Web Connect services.

Making ACH payments and wire transfers

What is an ACH payment?

An ACH payment is a payment made through the Automated Clearing House, a secure, electronic network for financial transactions in the United States. With ACH payments, you can enjoy faster delivery than online bill payment with a service that's less expensive than making wire transfers. ACH payments include direct deposit payroll, federal taxes, business-to-consumer and business-to-business transactions. There's a fee to subscribe to this service.

What is a wire transfer?

A wire transfer is an electronic payment service for transferring funds (for example, through the Federal Reserve Wire Network). There's a fee to subscribe to the ACH & Wire service.

What information do I need to send an ACH payment or wire transfer?

ACH payments and wire transfers require you to have additional information about the recipient's account. Depending on the type of payment, you may need the recipient's ABA routing number, Swift BIC number, account number, street address and/or intermediary bank information.

How large can an ACH payment or wire transfer amount be?

You can send a maximum ACH payment or wire transfer of $75,000.

Is there a limit to how many ACH payments or wire transfers I can schedule during a single month?

No, but you cannot send more than $75,000 during a period of 3 consecutive business days.

When I make an ACH payment or wire transfer, when does the money leave my account?

For same-day wire, a hold is placed on the funds, which become unavailable to you as soon as you submit the wire.

For ACH payments, including direct deposit, a hold is placed on the funds, which become unavailable to you the day before the payment date. For instance, if Friday is payday, and you set up the payment on Monday, the funds will be held on Thursday.

How do I use ACH payments to make a federal tax payment?

To send federal tax payments, you must first enroll with the US Department of Treasury at eftps.com(opens in a new tab). When you enroll, select the payment type that allows your financial institution to initiate your transaction.

How long does it take to set up the ACH & Wire service?

The subscription process for ACH & Wire may take up to two business days. A valid phone number is required to send ACH payments and wire transfers.

How do I cancel my ACH & Wire service?

To cancel the service, please call online support at 888-BBT-ONLINE (888-228-6654).

Multiple User Access

Can I give other people, such as an office manager or bookkeeper, access to my business accounts?

Yes. Online banking allows you to provide customized account access for additional users for one monthly fee for the service. You must subscribe to the Multiple User Access service prior to adding the users.

With Multiple User Access, you can give your employees and other users the ability to make bill payments, wire transfers or ACH payments. They can also transfer money and use many other features available in online banking. For your protection, you can also limit each user's access, including what accounts they can see and which activities they can perform.

Online statements

What is an online statement?

An online statement is an electronic PDF file of your monthly account statement that can be viewed in online banking. You can save and print your statement. For legal purposes, a printed version of an online statement is the same as a paper statement mailed through the US Mail.

What are the advantages of receiving my statement online instead of through the mail?

Security:

  • Online statements are secure. They're provided to you through the secure BB&T banking platform.
  • Online statements reduce the risk of identity theft and fraud by eliminating paper copies.

Convenience:

  • Online statements are available for viewing at your convenience within hours after they're produced, much faster than waiting for your paper statements in the mail. You can view and download up to 36 months of statements for personal and business checking and savings accounts, and up to 24 months for any other account.
  • Online statements can be downloaded and saved to a disk, hard drive or portable storage device.
  • Online statements can be printed for your records.

Do I need special software or tools to view my online statements?

Your online statement is a PDF file, which can be opened with Adobe Reader. If you don't have this software, you can download it at no cost from www.adobe.com(opens in a new tab).

Which accounts are eligible for online statements?

Current eligible accounts for online statements include:

  • BB&T checking accounts
  • BB&T savings accounts
  • Other deposit accounts that are part of your current consolidated statement, including individual statements and consolidated (grouped) statements
  • BB&T home equity loans and lines of credit
  • Any BB&T loan obtained or originated through a dealership (e.g., an auto, boat or RV loan)
  • BB&T personal credit card accounts
  • Mortgage accounts

Please note: You are not currently able to view your Smart Money or AMA (Asset Management Account) in your online statement.

How much statement history can I view?

You can view and download up to 36 months of statements for personal and business checking and savings accounts, and up to 24 months for any other account.

Can I be notified when my statement is available online?

You can sign up to receive an email or text alert that will notify you when your online statement is available. Statement alerts are available for checking, savings, credit card and other accounts.

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    Client must qualify for Next-Business-Day Service. Fees may apply.

Only deposit products are FDIC insured.

Loans, lines of credit and credit cards are subject to credit approval.

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