your experience is the most important thing

 

when you need to reach us, know you’ll be talking to a fellow Western New Yorker

 

Customer
Experience
Center

Our Customer Experience Center representatives are happy to help you!
Click the “Talk to us!” button in the bottom right corner to get started.

Hours:
Mon-Fri: 8:30am to 6:00pm
Sat: 9:00 am to 2:00 pm

Chat online 24/7/365

Talk to to us through your computer

Leave us your info and our people will call your people 24/7/365

Give us a call at 1.844.MYEVANS (1.844.693.8267)

For business banking inquiries, please fill out this form.

Frequently Asked Questions

What is the Evans Bank routing number?

The Evans Bank routing number is 0223-1012-1.  The routing number is located at the bottom of an Evans Bank check.

How do I activate my card?

To activate your card, please call 1.866.633.5293.

How do I order checks?

To order checks, visit DeluxeYou can also call our Customer Experience Center at 1.844.MYEVANS or visit your local branch. 

Where can I find current rates?

You can find our current rates here.

Who do I call after business hours for debit card fraud?

For after hours debit card fraud, please call 800.500.1044.

Please note this is a third party company.

Online Banking

How do I log in for the first time?
  • Visit evansbank.com and click “Login” in the top righthand corner
  • Input your username and click “Sign On” to start the authentication process

If you do not yet have a username, you’ll need to enroll in Evans online banking. Please select enroll in Evans online banking at the bottom of the login page.

Is a video tutorial available?
How do I reset my password?

If you have locked yourself out of online banking, just click “Reset my Password” on the log in screen. You will need your username, Social Security Number (or Tax Identification Number for businesses) and account number to unlock and reset the password. After you input your information, a security code will be sent to the phone number we have on file for authentication purposes.

Your Evans Bank account information can be found on your monthly statement, checks, or on the paperwork you received at account opening.

You can also call our Customer Experience Center at 1.844.MYEVANS or visit your local branch for additional help.

How do I check my account balance?

 You can log into Evans Bank Online Banking website , use the Evans Bank Mobile App or call the Evans Bank Telephone Banking System at 716-926-2600.

If you are not already enrolled in Evans Bank Online Banking, follow the link above and click on “Enroll in Evans Online Banking”. You will need basic information including your Social Security Number, Account Type and Account Number.

Your Evans Bank Account information can be found on your monthly statement, checks, or on the paperwork you received at account opening.

How do I transfer funds?

To transfer funds, click on Move Money then Transfer. From there, you can follow the onscreen prompts to guide you.

How do I pay a bill?

To pay a bill, click on Move Money then Bill Pay. First you must enroll in online bill pay and then follow the easy onscreen prompts to complete the process. Bill Pay allows you to make payments, set up automatic payments, monitor payment information, and set up email alerts for payment activity.

How do I set up account alerts?

To set up account and service alerts, click on Alerts under Self Service. Here you can set up account alerts for balance and maturity, as well as service alerts like password reset attempts, new secure messages, sign on attempt failures and more.

How do I enroll in eStatements?

Once you log into your account….

  • Select the three lines on the top left
  • Select Accounts
  • Select Documents
  • Select Delivery Settings
  • Select Online for which account you are looking to enroll
  • In confirm for PDF access, Click PDF Reader link to receive code
  • Enter Code in box below to confirm electronic consent
  • Read and accept terms and agreement
  • And then submit
  • You will get delivery preference confirmation notice after selection
How do I stop a payment for a check?

To stop a payment, click on Stop Payment under Self Service and follow the onscreen prompts. Be sure to have the check number ready to complete the process.

There is a pending charge on my account that I do not recognize; what can I do about it?

Pending items are transactions that have been made within the last day/business day but have not yet posted to your account. If it is not a transaction that you made, a dispute can be filed once the transaction has posted to your account and no longer shows as pending.

If it is a transaction that you are not sure of and it is outside of business hours, please see “How do I disable my debit card?” below.

Mobile Banking – Evans Bank App

How do I log in for the first time?
  • Enroll in Evans online banking
  • Download the mobile app from:
  • Use the same username and password as your online banking account
  • When you login in, you’ll complete a two-step authentication process. For added security, a five-digit security code will be sent via text to your chosen mobile device. From there, follow the onscreen prompts to complete the process.
How do I view my account information and balances?

Once logged in, the first screen you see lists your accounts. Tap any account to access account summary and transaction details.

How do I make a transfer?
  • Tap the plus sign (+) at the bottom of the screen
  • Tap Transfer
  • Select the account to transfer funds from and transfer funds to
  • Input the amount
  • Select continue and then approve
How do I use mobile checking deposit?
  • Tap the main menu plus sign (+)
  • Tap Deposit
  • Tap Continue
  • Allow access to your phone camera
  • Take a photo of the front of the check
  • Take a photo of the back of the check
  • Select account to deposit into
  • Input the amount
  • Tap Continue to confirm

Note: The daily deposit limit for consumers is $7,500 and for businesses is $25,000.

How do I set up card control?

The Evans card control option through mobile banking allows you to turn your debit card on or off at your convenience, as well as add rules for card usage based on dollar value, locations, and types of merchants.

  • Tap More in the bottom right-hand corner
  • Tap Card Controls in the menu
  • Select the card you want to edit controls for
  • Tap the toggle to enable or disable the card
  • Select Locations Control to restrict geographical locations where the card can be used
  • Select Transaction Types for restrictions
  • Select Merchant Types for restrictions
  • Select Threshold Amount to put a limit on transactions
How do I pay a bill or add a payee?
  • Tap the plus sign (+) at the bottom of the screen
  • Tap Pay Bill
  • In the Find Payee search bar, begin typing the name of the payee then select Create New Payee
  • Input the payee information
How to locate Evans Bank branches and ATM locations?

Tap on Locations in the bottom menu. Tap on a pin to see the address or use the search bar at the top.

How do I send a bill payment?
  • Tap the plus sign (+) at the bottom of the screen
  • Tap Pay Bill
  • Select the desired payee
  • Select account to pay from
  • Select send date
  • Input the amount
  • Tap Continue
How do I set up digital pay?

Visit Apple Wallet or Google Wallet to learn how to set up your digital wallet.

Evans Bank is compatible with Venmo, Zelle and CashApp. Visit their websites or apps for set up instructions.

How do I enable biometric login?

Tap More in the bottom right-hand corner then tap Settings. For Apple users, you can enable Face ID and for Andorid users you can enable fingerprint ID.

Debit Card

How do I activate my Evans Bank debit card?

To activate your debit card, please call 1-866-633-5293. Please be aware that you must be calling from a phone number that Evans Bank has on file for you when calling the card activation line.

You may also activate your card at any Evans Bank ATM using your PIN.

Contact Customer Experience Center with any further questions concerning debit card activation during regular business hours or send us a message anytime through online banking or here.

Why is my Evans Bank debit card getting declined?

Debit card declines can occur for various reasons.

Check the amount of the transaction you are trying to make. Is the transaction amount above the daily limit in place? (see What is the daily limit on my Evans Bank debit card for purchases and ATM withdrawals? below for reference)

Have you received a new card recently, either a replacement with the same card number or a brand-new card? If so, you’ll need to ensure that you’ve updated your expiration date and CVV code (the 3-digit code on the back of the card), any place that you may have your card information stored.

If the above items do not help in getting your transaction to process, please contact the Customer Experience Center during regular business hours.

What is the daily limit on my Evans Bank debit card for purchases and ATM withdrawals?

For your protection, the daily limits on our debit cards are as follows:

Consumers: $2500 for point-of-sale purchases and $500 for ATM withdrawals (minors under 18, the point-of-sale limit is $750).

Evans One: $5000 for point-of-sale purchases and $1000 for ATM withdrawals.

Businesses: $10,000 for point-of-sale purchases and $1000 for ATM withdrawals.

How do I disable my debit card?

If your Evans Bank debit card is lost or stolen after hours (the Evans Customer Experience Center hours are M-F 8:30am-6pm, Sat 9am-2pm) please call the Lost/Stolen Card Hotline at 1-800-500-1044.

If you are enrolled in online banking, you can also disable your card by using the Evans Bank mobile application logging using your online banking credentials. Log into the mobile application, select the More icon and then select the option for Card Controls to turn your debit card on or off.

If you are not already enrolled in Evans Bank online banking, follow this link and click on “Enroll in Evans Online Banking”. You will need basic information including your Social Security Number, account type and account number.

If you have called and placed a temporary hold on your card and you have since located the card, you can call the Customer Experience Center at 1.844.MYEVANS (1.844.693.8267) during regular business hours and we can open the card back up for you.

Contact Customer Experience Center during regular business hours with any further questions concerning lost or stolen debit cards.

I need a replacement for my Evans Bank debit card, how do I order one?

To order a debit card, you can contact us during regular business hours or stop into any one of our locations during regular business hours.

To find your nearest location and hours click here.

Mortgage & Loans

I am interested in getting a loan through Evans Bank. Where do I begin?

For mortgage information, please visit here.

For personal loan information, please visit here.

For Home Equity Loans and Lines of Credit information, please visit here.

Home Equity

What is a home equity?

Home equity loan is a secured loan in which your primary residence or second home is used as collateral.

What is a repayment period?

The period begins when the draw period ends. The repayment period is 15 years. During the repayment period, you will make principal and interest payments.

What is a draw period?

The draw period is the time in which you can access the available funds in your line of credit. The draw period options available are 5 years or 10 years depending on the product selected. Product options available to either pay interest only during the draw period or pay down the principal while in the draw period.

What is a variable interest rate?

An interest rate that changes periodically in relation to an index. The payment amount may increase or decrease depending on when the index fluctuates.

Escrow

What is escrow in a mortgage?

A mortgage escrow account is where part of your monthly loan payment is deposited to cover costs associated with real property taxes, homeowners’ insurance and/or private mortgage insurance.

How can I avoid an escrow shortage?

Review your property tax assessment, as well as your homeowner’s insurance for an increase. Additional escrow payments can be made at any time

What is an escrow shortage?

Mortgage payments can increase due to a shortage in the escrow. This can be for a few reasons including tax increases or if you deferred your payments at any point during the year. In order to make the shortage payment more manageable, the amount is typically spread over 12 months, increasing the monthly mortgage payment.

For further assistance or questions regarding your escrow analysis, please contact Customer Experience Center during regular business hours.

Year-End

What is a 1098 form?

1098 is a mortgage interest statement to report the amounts paid by a borrower if it is $600 or more in interest, mortgage insurance premium, or points during that tax year.

How do I obtain my 1098 form?

1098 Forms are mailed to the primary account holder. If you would like a copy, please contact Evans at 1.844.MYEVANS. The interest paid year to date can also be found on your December monthly billing statement within the transaction activity summary.

What is a 1099?

If the bank paid you more than $10 in interest during the year, Evans Bank will mail a 1099 form to the primary account holder.

Notice!

Links to external websites are provided by Evans Bank for your convenience. Use of such links on Evans Bank website are not an endorsement or warranty by Evans Bank of the information, products or services provided by such external websites. Evans Bank does not control such websites. You should review the linked site's privacy and security policies as they may be different from Evans Bank's.

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