Do you have a question? Navigate to our Contact Us page to view our Frequently Asked Questions (FAQ's) or get in touch with a representative either via phone or online by using our secure message center.
Listed below is a list of our most frequently asked questions from users. Have a different question? Send a written request through our secure message center or contact a representative of our Help Center at (888) 635-5350.
How do I update my address?
You can change your address to any of the accounts on your profile by creating a Change Address message. If an account is not listed, please contact the Help Center.
I selected Paperless Documents but still got paper in the mail. Why?
Your request to Go Paperless may take up to 24 hours to complete. Due to the timing of statement production, it may take one additional statement cycle for these changes to take effect. Go to eDocuments --> Go Paperless page to confirm your account is Paperless.
How do I update my phone number and/or email address?
To update your Private Passport email and phone number(s), go to Contact Information on My Passport --> My Profile & Preferences. To change your contact information on file, create a General/Technical Inquiry message.
How do I remove a closed account?
Closed accounts are automatically removed from Private Passport after 90 days. Create an Account Inquiry message to remove the account(s) sooner.
Technical
Why is data on Private Passport overlapping?
The overlapping of data is caused by the browser compatibility view settings. In Internet Explorer, go to Tools --> Compatibility View Settings.
The page does not load when setting up text banking. How can this be fixed?
The text banking screen will load once the compatibility view settings are turned off. In Internet Explorer, go to Tools --> Compatibility View Settings.
Why doesn't the bill pay payment center print?
The print feature for Payment Center is not yet supported.
Nothing happens after clicking on the Brokerage tab.
The common cause of the brokerage page not appearing is a pop up blocker. Please hold down your CTRL key and try to relaunch the page or turn off pop up blocker to allow the page to reload.
Why doesn't the external Funds Transfer screen load?
Adjust the compatibility view settings to allow page to reload. In Internet Explorer, go to Tools --> Compatibility View Settings.
Checks
How do I order checks?
To order checks, create an Order Checks message. Once an account is selected, most orders are routed to the vendor Deluxe.
When will the checks arrive?
Checks will be received in the mail within 14 calendar days.
Is there a fee for the check reorder?
A fee may be incurred based on the check design, number of boxes and mailing options. If a fee is incurred, we will contact you before it is charged.
How can I find out the status of a check re-order?
To find out the status of your check order, you can send a written request through the General/Technical Inquiry message or call the Help Center at 888-635-5350.
Transactions
How to send an ACH or Wire transfer to an external account?
External accounts can be added by going to Banking --> Transfer Funds and then go to the External Transfer Accounts tab. Then, you can go to Transfer Funds to make a transfer.
How do I make a payment to my Northern Trust loan?
To make a payment to your Northern Trust loan, you must have a Northern Trust deposit account. Go to Banking --> Transfer Funds to submit a one-time or recurring transfer from your deposit account to your loan. There is also an option to make additional principal or principal only payments.
How do I place a stop payment on a check or an electronic debit?
To place a stop payment on a check or an electronic debit, create an Account Inquiry message. Select the account and in the comments include: 1. Check Number or Debit Information, 2. Date and 3. Amount. Please note that a $30.00 fee may incur. If a fee is incurred, we will contact you before it is charged.
How do I check the status of a bill payment?
To check the status of a bill payment, go to Banking --> Bill Payment under the Biller History tab. Locate the biller that payment was issued to and then click on Details.
Our secure message center is a quick and convenient way to get common requests serviced online! All messages sent via our secure message center will be routed to your messages inbox within Private Passport. A help center representative will respond back within 24 hours of each communication.
To start your communication, choose the most appropriate topic and fill out the subsequent form and click send. All replies will be sent directly to your messages mailbox within Private Passport. Listed below are the message topics available for servicing:
Change Address
Need to change your billing address for one or more accounts? Use this topic to fill out and submit your change address request. If an account is not listed, please contact the Help Center.
Account Inquiry
Have an account related question? Use this topic to communicate with our help center representatives.
General / Technical
Have a general or technical question? Use this topic to submit a request to our help center representatives.
Order Checks
Need to order more checks? Use this topic to complete the request. Once an account is selected, most orders are routed to the vendor Deluxe. Checks will be received in the mail within 14 calendar days. To find out the status of your check order, you can send a written request through the General/Technical Inquiry message or call the Help Center at 888-635-5350.
Navigate to the Messages mailbox by navigating to the top-right hand of the Private Passport screen and clicking on the "Messages" link. Once here, you can view all secure message center responses from the help center as well as create a new message, reply back to any existing message, and delete messages.