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General FAQs

What are the Customer Service Call Center hours?

Alerus Financial customer service is available to assist you:

  • Monday–Friday, 7:30 a.m.–7 p.m., Central time
  • Saturday, 8 a.m.–4 p.m., Central time
  • Outside of these hours, please leave a message and we will return your call the next business day.
  • Grand Forks 701.795.2662
  • Fargo 701.280.5151
  • Toll free 800.279.3200, ext. 2662

Alerus Retirement Solutions customer service is available to assist you:

  • Monday–Friday, 7 a.m.–5 p.m., Central time
  • Toll free 800.433.1685
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How is the site secured?

Security Practices
Security Socket Layer (SSL) technology encrypts (scrambles) information that is being sent over the Internet between your computer and Alerus Financial, helping to ensure that the information remains confidential.

The use of SSL requires that you have an SSL compatible browser. While older versions may support SSL sessions, Alerus Financial strongly recommends the following browsers:

Microsoft Internet Explorer 5.5 or later
Netscape Navigator 6.02 or later
All browsers must be ready for 128-bit encryption

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What is encryption and what is the difference between 40- and 128-bit encryption?

Encryption is the scrambling of information as it is transmitted over the Internet to protect your confidentiality. There are two levels of encryption in general use: 40-bit and 128-bit. With 40-bit encryption, there are billions of possible keys to decipher the coded information, and only one of them works. The effectiveness (or level of security) for encryption is measured in terms of how long the key is -- the longer the key, the longer it would take for someone without the correct “decoder” to break the code. This is measured in bits: 40-bit encryption, the level of encryption used with many ordinary browsers.

With 128-bit encryption, there are 300 billion trillion times as many keys as with 40-bit encryption. It is virtually impossible for an unauthorized party to find the right key, even if they are equipped with the best computers. 128-bit encryption is the strongest form of encryption available for financial or confidential transactions over the Internet today.

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What should I do if I think someone is illegally using my Access ID and PIN (or password)?

If you think someone may have illegally obtained your Access ID or PIN (or password), immediately notify us at (701) 795-2662 in Grand Forks, at (701) 280-5151 in Fargo, or by calling (800) 279-3200, ext. 2662.

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What can I do to protect myself from fraud on the Internet?

Personal information shared over the Internet can be used to commit fraud. One common method is for thieves to create a web site using a name that is similar to that of a reputable business, for instance by using a common misspelling of the company’s name. The intent is to lure you into clicking on the copycat web site and giving your personal information, including your account number and password. We caution you to make sure of whom you are dealing with over the Internet and to understand what will be done with your information. Always check that you have typed the correct web site address before entering personal information onto a site. For more detail on steps you can take to protect yourself, we suggest that you review guidelines provided in Safe Internet Banking published by the FDIC.

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What is Alerus Financial doing to ensure online services are secure and confidential?

We are committed to protecting the security and confidentiality of our customer account information. We take measures to protect confidentiality and security of your account. We use several different methods to ensure this security and protect your account information:

  • You can only access Online Banking with certain browsers that have a high security standard. Acceptable browsers include either Internet Explorer 4.0 or greater or Netscape Navigator 4.0 or greater, with 128-bit encryption.
  • Personal and account information passing between your computer and Alerus Financial is encrypted. This means that while your information is in transit it is scrambled so that only we can reassemble it in its original text format. Secure Socket Layer protocol (SSL) provides privacy for data flowing between you and Alerus Financial.
  • We use firewalls to help limit entry by anyone without proper authorization. A firewall is a security mechanism that regulates the data going in and out of a network. It is a commonly used, specialized computer which acts as a shield against data going in or out of a network. It checks to make sure that communications only occur between approved individuals and that the communication is in the proper protocol.
  • Your password is not displayed on the login screen.
  • If no action is taken for 10 minutes, you will automatically be logged off Online Banking Services.
  • Your account will be locked out for 30 minutes after 5 invalid signon attempts. This will count as 1 lockout. Your account can be locked out temporarily (30 minutes) a total of 2 times. After the 2nd temporary lockout, you will be permanently locked out and will need to contact us at (701) 795-2662 in Grand Forks, at (701) 280-5151 in Fargo or by calling (800) 279-3200, ext. 2662.
  • You will be required to select two Security Questions and Answers at the time of enrollment. We will use this information to verify your identity at the time you call us with a request, such as reactivating your access with a temporary password..
  • We are constantly evaluating our security architecture to ensure that it provides the most appropriate level of privacy and safety of bank customers.

 

We also urge you to take measures to protect your account information. You will be provided with a temporary password and temporary Access ID that will give you access to your Eligible Accounts. For security purposes, you are required to change both your password and Access ID upon your initial login to Online Banking Services.

Protect your Access ID and Password. You agree not to allow anyone to gain access to the Services or to let anyone know your password used with the Service. You agree to assume responsibility for all transactions initiated through the Service with your Access ID and password, up to the limits allowed by law. We have no responsibility for establishing the identity of any person or determining the validity of any transaction received using your Access ID and password.

Select unique Access ID and Password. You determine what your Access ID and password will be and they will not be communicated to us. We require that you create a password that is case-sensitive and between 8-16 characters in length. Your password must include at least one alpha and one numeric character. Your password should not be associated with any commonly known personal identification.

Don't leave your computer unattended. You can use your Access ID along with your password to perform certain transactions. Never leave your account information displayed in an area accessible to others and avoid leaving your PC unattended while using Alerus Online. Always log off once you have finished your Alerus Online session. Alerus Financial may not be liable for any losses that occur as a result of the misuse of your Access ID and password while you are logged in.

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How do I obtain Adobe Acrobat Reader?

If you're having trouble visiting some of the pages on our website, visit Adobe's website to download Adobe Acrobat at adobe.com.

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What is Verified by VISA?

Verified by VISA is a global program designed to make shopping on the internet safer and more secure for both consumers and merchants. Your Smartcheck debitcard is eligible for enrollment in the program. For more information about Verified by VISA, click here.

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