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Frequently Asked Questions


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Online Banking User Information
Bill Pay and E-Billing
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Trusteer Rapport

Online Banking User Information

Bill Pay and E-Billing

Q. How do I get started with online banking?
A. It's easy, simply click here! Or visit www.washtrust.com and click the Enroll in Online Banking link found below the Login button.

Q. What Operating Systems and browsers are supported?
A. You must have a computer with 128-bit encryption. Please be sure you are using the most up to date versions of the browsers listed below. Your browser will need both JavaScript and cookies enabled to access and operate within the site. You must also have Adobe Acrobat Reader version 9.x or higher and Adobe Flash Player version 10 or higher.

  • Microsoft Internet Explorer 11
  • Mozilla Firefox
  • Google Chrome
  • Safari 8

If you are not using one of the supported browsers listed above, you may encounter issues within your online banking experience. We recommend switching to one of the supported browsers listed above in order to ensure you have an optimal online banking experience.


Q. Is online banking secure?
A. Security is a top priority at Washington Trust and we have taken every precaution to ensure your information is transmitted safely and securely. We use state-of-the-art technology to monitor the integrity and security of our system. The American Bankers Association endorses our online banking service.

We address security at three levels:

  • The first concern is the security of customer information as it is sent from the customer's PC to the Web server.
  • The second area concerns the security of the environment in which the Online Banking server and customer information database resides.
  • Finally, security measures are in place to prevent unauthorized users from attempting to log into the online banking section of the Web site.

E-mail transactions may not be secure. Please do not send personal information, such as account numbers, passwords, or account information via e-mail.

Q. How does Washington Trust's Enhanced Login Security protect my account information?
A. This superior security technology protects your identity from whatever computer you're using, whether at home, at the office, or on the go. It identifies you as the true "owner" of your accounts by recognizing not only your password, but your computer as well. If your computer isn't recognized by us - you've logged in from a public computer or one you haven't used before - we'll prompt you to provide a One Time Passcode as an additional line of defense to prevent unauthorized access. Your identity is protected, and your peace of mind? At ease.

Washington Trust's Enhanced Login Security will:

  • Defend against identity theft and fraud.
  • Provide added security from any computer, wherever you are.
  • Make it easy for you with one-time sign-up and convenient access

Q. How much does online banking cost?
A.  There is no cost for the use of online banking and bill payment.

Q. Do both people need to complete an online application for joint accounts?
A. Yes. Each person needs to complete a separate online application listing the joint accounts they would like to access with online banking.

Q. What accounts can I access with online banking?
A. You can access all active checking, savings, loan, or CD accounts in your name.

Q. How often can I view account information?
A. You may view account history and transactions 24 hours a day, seven days a week.

Q. How frequently is account information updated?
A. Washington Trust updates account information on a real time basis. As transactions are received (paid or deposited), information is registered within the Online Banking Service.

Q. What happens if I forget my password?
A. If you forgot your Online Banking password, or have been locked out of the system, please complete the following steps to gain access:

  1. Click on "Forgot Password?" located on the Personal Banking page under Personal Banking Login.
  2. Enter your User ID which is your login name.
  3. Verify the One Time Passcode provided via voice or text and click "Continue".
  4. Enter a new password. Re-enter the new password and click "Continue". Your password is reset. Click on "Login". You may log on to Online Banking with your User ID and new password.


  1. Contact us at 401-348-1200 or toll free at 1-800-475-2265 to have your password reset.
  2. Obtain verbal confirmation that we have reset your password before you proceed to the next step.

Q. How can online banking help me manage my money?
A. You can access our free FinanceWorks service to review, categorize and track spending through your Online Banking access.  Additionally, you may download account information from your online banking account into personal financial software, such as Quicken.  You can also download information into a spreadsheet as a comma deleted text. Online banking also helps you manage your money in the following ways:

  • Bill Payment: You can pay all of your bills electronically, as long as they are in the United States. For more information, view the "Bill Pay & E-Billing" section of the website or Personal online banking Agreement. NOTE: You should not use this feature to pay taxes or other government bills.
  • Transfer Funds: You can transfer funds from your checking and savings accounts to your other online accounts.
  • E-mail Notifications: You can have the bank send you e-mail messages to notify you of specific account activity. Example: You can ask to be notified when a specific check clears, or when your account balance rises above or falls below a certain amount.

Q. What is the difference between "Balance" and "Available Balance"?
A. The "Balance" reflects your current account balance. The "Available Balance" reflects your current balance plus overdraft protection or any holds you may have placed on your account.

Q. Why can't I use the Back or Forward buttons?
A. As part of the online banking security feature, you cannot use the Back or Forward buttons. Use the navigation buttons on the top of your screen to navigate. Once you are ready to exit, click on the "Logout" button located in the top right hand navigation.

Q. How far back can I view my account history?
A. The "My Accounts" feature displays deposit account activity as of your most recent two week period. You can view up to 2 years of history from the date your account was established with us. To view your account activity click on the underlined name of your account. 

Q. Can I view my statement online?
A. Yes. You are able to view 2 years of online statements. Simply click on the Online Statement button, agree to the online disclosure, and choose an account to view from the drop down menu. 

Q. Q. Will my password expire?
A. Online banking passwords expire every 120 days. A warning prompt will appear 10 days prior to the password expiring. You can change your password at that time or wait until the password has expired at which time you will be required to change your password. Mobile App and Mobile Webpage users will not be prompted 10 days prior to the password expiring. They will simply be prompted to change their password when it has expired.

Q. Can I use the same password over again?
A. When creating a new password, you cannot select a password that matches your current password or the password previously used.

Q. Once I've signed up for Bill Pay & E-Billing, when can I start paying bills online?
A. Once you complete and submit the online form, you can start paying bills immediately.

Q. How long does it take to pay a bill once a new payee is set up?
A. Once you have entered the payee into the system, you may pay your bill to that payee immediately. Please note that the payment date is the date the payment is to be sent to the payee and not the date the payment is due.

Q. How long does it take for a payment to reach the payee?
A. Please allow 5 business days for check payments to be received. An ACH or electronic payment takes two to three business days.

Q. What happens if I make a payment and there are insufficient funds in my account?
A. If you have scheduled a payment for which there are insufficient funds, the Bill Payment Service will be automatically blocked for future bill payments until the account has sufficient funds. Three attempts will be made to collect the funds.

Q. How can I verify that a payment has been made, or cancel a payment?
A. Click on "Bill Payment" and your pending payments automatically display under "Scheduled Payments".  You can, edit or delete a payment until 10:30 pm EST on the day the payment is scheduled to be sent.  To view processed payments, enter the payee name in the search payment history field or click "View Payment History".  If you need to cancel a payment that has already been transmitted, please contact us at 401-348-1200 or toll-free at 1-800-475-2265.

Q. Who do I contact if my bill was not paid?
A. Contact us at 401-348-1200 or toll-free at 1-800-475-2265.

Q. How do I close my Bill Payment Account?
A. Contact us at 401-348-1200 or toll-free at 1-800-475-2265.

Q. What happens if I need to change my checking account number for bill payment?
A. You will need to contact us at 401-348-1200 or toll-free at 1-800-475-2265 to have your bill payment account number changed.

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