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Frequently Asked Questions

General Questions

Many of our locations have unique hours to meet the needs of our local clients. Please visit our Locations page for the hours of the banking center nearest you.

The following Banking Centers offer Safe Deposit Boxes for lease. Please contact the Banking Center for availability.

Barre Banking Center
56 Common Street
Barre MA 01005
Phone: 877.355.4693

Gardner Banking Center
6 City Hall Ave.
Gardner MA 01440
Phone: 978.632.5591

Leominster Main Street Banking Center
75 Main Street
Leominster MA 01453
Phone: 978.534.5222

Needham Banking Center
129 Chestnut Street
Needham MA 02492
Phone: 781.449.0770

Paxton Banking Center
713 Pleasant Street
Paxton MA 01612
Phone: 508.799.2274

Fitchburg Twin City Banking Center
Twin City Plaza
130 Whalon Street
Fitchburg MA 01420
Phone: 978.345.4331

Winchendon Banking Center
1 School Square/Rt. 12
Winchendon MA 01475
Phone: 978.297.2447

For general correspondence:

Fidelity Bank
9 Leominster Connector
Leominster MA 01453

Please use this address when mailing to any of our banking center locations. Our individual banking centers do not receive mail at their physical address.

Fidelity Bank’s routing number is 211370707

A routing number, also known as an ABA number, is a 9-digit code to identify a specific bank. You may need to know the routing number to set up a direct deposit into your account for things like payroll or social security, or to set up payments out of the account for things like utility bills.

You can find your full account number in several locations.

  • Bank Statement
  • Online banking: Once you are logged into your online banking, click on the Account Name and then click on Details to see the full account number.
  • Mobile app: Once you are logged into our mobile app, click on the Account Name and then click on Details to see the full account number.
  • Check: Your account number is displayed on the bottom left side of your checks. There are three sets of numbers appearing on the bottom of your checks. The first is a 9-digit routing number that identifies the bank, the second set of numbers is your account number, and the last set of numbers is the check number.

If your ATM/Debit card is misplaced, lost, or stolen, please call us as soon as possible.

After business hours, call: 888-297-3416

Getting Started with Online & Mobile Banking

Step 1: Visit the Fidelity Bank Website

Navigate to www.fidelitybankonline.com. And click on the “Enroll” link located under the Online Banking Login section.

Step 2: Enter your SSN (or ITIN for a non-US citizen), Account number, Email Address and Phone Number.

*The email address and phone number must match what is on file with Fidelity Bank. A mobile number is preferred, as it will allow you to receive the security code via text message.

Step 3: Verify Your Identity

Click Next to begin the verification process. If your phone number on file is a mobile number, you’ll receive a text message with a security code. If it’s a landline, select “Try another way” and choose Phone call to receive your code.

Enter the security code in the “Enter code” field and click “Verify”. To skip security codes on future logins from a trusted device, check the box labeled “Don’t ask for codes again on this computer”. 

Step 4: Create Your Login Credentials. Enter your desired Username and Password, then click “Next”. If needed, click “Show Rules” to view the requirements for each field.

If you receive an error message (e.g., Username Unavailable or Password does not meet minimum requirements), adjust your entry based on the guidelines provided.

Step 5: Review and Complete Enrollment.

Read the End-User License Agreement and click “Agree” to proceed. Once accepted, your enrollment is complete, and your account Dashboard will appear—giving you immediate access to your Fidelity Bank Online & Mobile Banking features.

Subsequent Logins
For future logins to Fidelity Bank Online Banking, follow these steps:

  1. Enter your Username and click Login.
  2. Enter your Password and click Sign In.

If you previously registered your device as trusted, your Dashboard will appear automatically. If not, you’ll receive a security code via your preferred method—text or phone call—and will need to enter the code and click Verify to complete your login.

How to Download/Use our Mobile Apps

You can download our Apple, Android™, or Amazon Mobile Banking Apps by simply clicking on the links below while on your smartphone or tablet or by searching the respective app stores for Fidelity Bank MA.

Once you’ve downloaded and installed your desired app, you can get started.
If you are already enrolled in Online Banking:

Apple App Store iconGoogle Play Logo

Simply log in using your existing Online Banking Username and Password and access our full suite of mobile banking features including BillPay, Mobile Deposit, and Balance Transfers.

If you are not enrolled in Online Banking: 

Step 1: Open the app and tap “First time user? Enroll now.” 

Step 2: Enter your SSN (or ITIN for a non-US citizen), Account number, Email Address and Phone Number.

*The email address and phone number must match what is on file with Fidelity Bank. A mobile number is preferred, as it will allow you to receive the security code via text message.

Step 3: Verify Your Identity

Click Next to begin the verification process. If your phone number on file is a mobile number, you’ll receive a text message with a security code. If it’s a landline, select “Try another way” and choose Phone call to receive your code.

Enter the security code in the “Enter code” field and click “Verify”. To skip security codes on future logins from a trusted device, check the box labeled “Don’t ask for codes again on this computer”. 

Step 4: Create Your Login Credentials
Enter your desired Username and Password, then click “Next”. If needed, click “Show Rules” to view the requirements for each field.

If you receive an error message (e.g., Username Unavailable or Password does not meet minimum requirements), adjust your entry based on the guidelines provided.

Step 5: Review and Complete Enrollment.

Read the End-User License Agreement and click “Agree” to proceed. Once accepted, your enrollment is complete, and your account Dashboard will appear—giving you immediate access to your Fidelity Bank Online & Mobile Banking features.

Subsequent Logins
For future logins to Fidelity Bank Mobile App, follow these steps:

  1. Enter your Username and tap Login.
  2. Enter your Password and tap Sign In.

If you previously registered your device as trusted, your Dashboard will appear automatically. If not, you’ll receive a security code via your preferred method—text or phone call—and will need to enter the code and click Verify to complete your login.

eStatements​

Use the following steps to enroll one or more account(s) to receive electronic statements.

Enrolling a new account in eStatements if you have an existing account already enrolled in eStatements (and have completed the consent process): 

Step 1: Select the Account
From your Dashboard, click or tap the account you’d like to enroll in eStatements.

Step 2: Go to Documents
Click or tap Documents to access statement preferences

Step 3: Review the Documents Agreement
Read the eStatement Service Agreement and click accept to confirm you’ve reviewed it.

Step 4: Choose Accounts to Enroll

Check the box next to any account(s) you’d like to enroll in eStatements.

Step 5: Click Enroll.

You’ll receive an email from Fidelity Bank confirming the change in your statement delivery method.

Enrolling as a new customer in eStatements (with no accounts previously enrolled in eStatements): 

Step 1: Select the Account
From your Dashboard, click or tap the account you’d like to enroll in eStatements.

Step 2: Go to Documents
Click or tap Documents to begin the enrollment process

Step 3: Review the Documents Agreement
Read the eStatement Service Agreement and click accept to confirm you’ve reviewed it.

Step 4: Confirm Your Email Address
Ensure your email address is accurate, as it will be used for eStatement notifications.

Step 5: Enroll
Click or tap Enroll.

Step 6: Confirm Enrollment
Click or tap OK on the confirmation pop-up.

A message will confirm your enrollment was successful, and you’ll receive a confirmation email from Fidelity Bank.

Already signed up for eStatements? You can easily send copies to someone you trust, like your accountant, a family member, or Attorney-in-Fact—without mailing paper copies. Additional Recipients will receive password-protected eStatements only and will not have access to Online or Mobile Banking.

If you’re using Online Banking:

Step 1: Select the Account
From your Dashboard, click or tap the account you’d like to enroll additional recipients in.

Step 2: On the right side of the screen, click the Settings card.
Scroll to the bottom of the screen; in the Documents card, select Advanced Settings.

Step 3: At the top of the screen, select the Additional Recipients tab. Click the Add Additional Recipients button.

Step 4: Add Recipient Information
Enter the recipient’s Email Address, create a Username, and set an Access PIN, then, click Save.

 If you’d like to add more recipients: click Add Additional Recipients.

Step 5: Assign Documents to Additional Recipients.
Next to edit, click Assign Documents

Select the account(s) you want to share with the additional recipient and click Save Settings.

Step 6: The eStatement Service Agreement will appear on your screen.

Click I Agree to show you have read the eStatement Service Agreement.

Add More or Manage Access
Repeat the steps above to add more recipients. You can edit or remove access at any time.

If you’re using Mobile Banking:

Step 1: Select the Account
From your Dashboard, tap the account you’d like to enroll additional recipients in.

Step 2: Tap on Settings.
Next to electronic statements, select Advanced Settings.

Step 3: You will be directed to the Documents window. At the top of the screen, select the Additional Recipients tab.

Click the Add Additional Recipients button.

Step 4: Add Recipient Information. Enter the recipient’s Email Address, create a Username, and set an Access PIN, then, click Save.

 If you’d like to add more recipients: click Add Additional Recipients.

Step 5: Assign Documents
Next to edit, click Assign Documents. Select the account(s) you want to share with the additional recipient and click Save Settings.

Step 6: The eStatement Service Agreement will appear on your screen. Click I Agree to show you have read the eStatement Service Agreement.

Add More or Manage Access
Repeat the steps above to add more recipients. You can edit or remove access at any time.

Important: Credentials must be shared with the recipient and will expire every 6 months for security purposes.

Follow these steps to view your eStatements through Fidelity Bank’s Online or Mobile Banking:

Step 1: Select Your Account
Log in and go to your Dashboard. Click or tap the account you’d like to view.

Step 2: Open Documents
Click or tap Documents to access your eStatements.

Step 3: View Your Statement
Select the document you want to view, then click the download icon to open it as a PDF.

Note: Only eStatements generated after enrollment will be available. To request a previous statement, please contact your local Banking Center or our Client Care team.

You may download or print the eStatement as needed.

Additional Recipients

Additional Recipients will be able to view eStatements, check images, and tax notices for the accounts you’ve shared with them. They will not have access to Online or Mobile Banking features such as transfers, Bill Pay or adding other recipients.

You’ll set up the recipient with their email address, a Username, and an Access PIN. When new eStatements or notices are available, the recipient will receive an email with a secure link. They’ll use the credentials you created to log in and view the documents. For added security, these credentials will expire every 6 months.

Yes. You can edit or delete recipient access at any time by signing in through Online or Mobile Banking. Access will also automatically expire every 6 months unless updated.

No. Fidelity Bank provides this service free of charge to help you securely share your account documents.

Account Management

You may want to update your password for security or personal preference.

Step 1:

For Online Banking:

  • Click your name in the lower-left corner
  • Select Personal Settings > Security

For Mobile Banking:

  • Tap the (☰) menu icon

Tap Your Name > Settings > Security

Step 2:

For Online Banking:

  • Click Edit next to Password

For Mobile Banking:

  • Tap Change password

Step 3: Enter your current password and new password

  • In Online Banking, you’ll need to enter the new password twice to confirm
  • Use Show Rules or Password Rules to review password requirements.

Step 4: Click or tap Save to update your password.

You’ll receive an email confirmation and will need to use your new password the next time you log in.

Update your login Username at any time for convenience or enhanced security.

Step 1: 

For Online Banking:

  • Click your name in the lower-left corner
  • Select Personal Settings > Security

For Mobile Banking:

  • Tap the (☰) menu icon
  • Tap Your Name > Settings > Security

Step 2: 

For Online Banking:

  • Click Edit, next to username.

For Mobile Banking:

  • Tap Change username.

The Accounts page in Fidelity Bank’s Online and Mobile Banking provides a clear view of your account information, including:

  • Account-specific transactions.
  • Fidelity Bank’s routing number.
  • Full account numbers.
  • Account ownership details.
  • Quick access to tools like Documents, Transfers, and Alert Preferences.

You can also order checks, access settings, and place stop payments on checks directly from your account screen.

Get notified when your account balance goes above or below a set amount. Use the following steps to add a balance alert:

Step 1: From your Dashboard, click or tap the account you want to monitor

Step 2: Select Alert Preferences.

  • For Online Banking: Select Alert Preferences using the blue square to the right of the screen.
  • For Mobile Banking: Select Alert Preferences on the grey menu. 

Step 3: To create a Balance alert: Select Balances, transactions, and deposits.

Step 4: Below Balance, click or tap +Add alert

Step 5: To get notified when your balance is Over a certain amount:

  • Select Over, enter the balance threshold, choose your notification method(s): Text, Email, In-App Message.
  • Click/tap Add alert.
  • Optional: Update Account Information if necessary.

To get notified when your balance is Under a certain amount:

  • Select Under, enter the balance threshold, choose your notification method(s): Text, Email, In-App Message
  • Click/tap Add alert.
  • Optional: Update Account Information if necessary.

Get notified when deposits or withdrawals exceed a set amount. Use the following steps to add a transaction alert:

Step 1: From your Dashboard, click or tap the account you want to monitor.

Step 2: Select Alert Preferences.

  • For Online Banking: Select Alert Preferences using the blue square on the right of the screen.
  • For Mobile Banking: Select Alert Preferences on the grey drop-down menu. 

Step 3: Select Balances, transactions, and deposits.

Step 4: Click the Transaction tab, click or tap +Add alert

Step 5: To get notified when a credit (deposit or earning) is over a certain amount:

  • Select Credit (deposit or earning).
  • Enter the amount.
  • Choose your notification method(s): Text, Email, In-App Message.
  • Click or tap Add alert.

Optional: Update Account Information if necessary

Step 6: To get notified when a debit (withdrawal or fee) is over a certain amount:

  • Select Debit (withdrawal or fee).
  • Enter the amount.
  • Choose your notification method(s): Text, Email, In-App Message.
  • Click or tap Add alert.

Optional: Update Account Information if necessary.

Receive an alert when a check you have written has cleared. Use the following steps to receive an alert when a check you have written has cleared:

Step 1: From your Dashboard, click or tap the account you want to monitor.

Step 2: Select Alert Preferences.

  • For Online Banking: Select Alert Preferences using the blue square to the right of the screen.
  • For Mobile Banking: Select Alert Preferences on the grey menu. 

Step 3: Select Checks > Check cleared.

Step 4: Choose your alert method(s) by clicking or tapping the buttons next to: Email, Text Message, or In-App Message.

If the button is Green, that’s how you will know notifications for the selected method(s) are turned on. 

Step 5: Click Save.

Easily manage your spending by organizing your transactions with tags, notes, images, or attaching them to a conversation.

Step 1: From the Dashboard, in the Transactions Card, select the transaction you want to update.

If you don’t see it, click or tap See more in the bottom right of the card to view additional activity. 

Step 2: Choose from the following options:

  • Add Tags – Select an existing tag or create your own. Tags are saved for future use.
  • Add Notes – Type a brief note and click or tap Done.
  • Attach Images – Upload a receipt or photo related to the transaction.
  • Attach to a Conversation – Start a secure message, continue a previous one, or call us directly from the app.

Step 3: Close the Transaction Details window when finished.

To log off of Online Banking:

  1. Click your name in the lower left corner.
  2. Click Sign Out.

To log off of Mobile Banking:

  1. Tap the menu (☰) icon.
  2. Select your name in the lower left corner.
  3. Tap Sign Out.

Mobile Check Deposit

Follow these steps to deposit a check using the Fidelity Bank-MA Mobile App:

Step 1: Endorse the back of the check and write “For Deposit Only” in the endorsement area.

Step 2: From your Dashboard, tap the menu icon (☰), then tap Deposit Checks.

Step 3: Tap Deposit a check.

Step 4: Tap the Check amount field, enter the dollar amount, and continue. Reference deposit limit information found under the amount field.

Step 5: Tap the account into which you want to deposit the check.

Checks can only be deposited into one account. Split deposits are not available via mobile.

Step 6: Use your mobile device to photograph the front of the check.
Center the image within the frame. Tap the screen to capture.

  • If the image is clear, tap Continue
  • If not, tap Retake and try again

Step 7: Repeat Step 6 to capture the back of the check.

Step 8: Review the deposit details and tap Submit to complete the deposit.

Before making deposits, the account must be enrolled for mobile check deposit. Here’s how:

Step 1:

In the Mobile App:

  • From your Dashboard, tap the menu icon (☰), then tap Deposit Checks.

In Online Banking:

  • From your dashboard, click Remote Deposits from the left-hand menu

Enrollment can begin in Online Banking but check deposits must be made via the mobile app.

Step 2: Click or tap Enroll an account.

Step 3: Select the account(s) you’d like to enroll and click or tap Enroll.
A message will confirm Enrollment Submitted and notify the bank of your request.

Step 4: Click or tap OK.
The selected account will show Pending Approval until final review is complete.

Once your enrollment is approved, you’ll receive a message in Online and Mobile Banking titled RDC Account Approval, and the account will display as Enrolled—ready for deposits.

Standard limits per customer are:

  • 99 checks and/or $10,000 per business day.
  • 999 checks and/or $15,000 per calendar month.
  • Maximum of $10,000 for a single deposit.

Need more? Contact our Client Care team or your local Banking Center to request a limit increase.

Transfers & Payments​

Move money quickly and securely between your Fidelity Bank accounts using Online or Mobile Banking.

Option 1

Step 1: Start from the Dashboard

From your Dashboard, click or tap the blue Transfer box

Step 2: Select the From account. Select the account you want to transfer funds From.

Now, Select the To account. Select the account you want to transfer funds To.

Step 3: Enter the Amount of funds you want to transfer.

Step 4: (Optional) Click More Options to:

    • Set a transfer frequency (e.g., weekly, monthly)
    • Choose a future transfer date
    • Add a memo (for immediate internal transfers only)

Step 5: Click or tap Submit. Funds availability details will appear after confirmation.

Option 2

Step 1: Start from the Dashboard

From your Dashboard, select the account you want to transfer funds from.

Step 2: On the account details page, click or tap Transfer.

Step 3: Complete steps 2–5 from option 1. 

Option 3

Step 1: For Online Banking: Click Transfers from the left sidebar.

For Mobile Banking: Tap the menu icon (☰), then tap Transfers.

Step 2: On the account details page, click or tap Make a transfer.

Step 3: Then, follow steps 2–5 from Option 1.

Easily pay your Fidelity Bank loan directly from your checking or savings account.

Step 1: Start a Payment
From your Dashboard, click or tap Transfer.

Step 2: Select the From Account
Choose the account you want to use to make the payment.

Step 3: Select the Loan Account
Click or tap the To dropdown and select your Fidelity Bank loan account.

Step 4: Enter the Payment Amount
Type in the amount you’d like to pay.

You can’t pay more than the available balance in your funding account.

Step 5: Adjust Payment Options (Optional)
Click More options if you want to:

  • Change the payment type (e.g., regular, principal only)
  • Set a recurring payment
  • Choose a future payment date

Step 6: Submit the Payment
Click or tap Submit to finalize the transaction. You’ll receive confirmation once the payment is complete.

You can securely link an external checking or savings account from another bank or credit union to your Fidelity Bank Online or Mobile Banking. Once verified, you’ll be able to transfer funds between institutions.

Note: Only checking or savings accounts can be linked. For loan payments to other institutions, use Bill Pay.

To Set Up an External Account:

Step 1: If you’re using Online Banking:

  • From your Dashboard, click Transfers in the left menu.
  • Click + Add External Account in the top right corner of the transfers card. 

If you’re using Mobile Banking:

  • Tap the menu (☰) icon.
  • Tap Transfers, then tap Transfer to other institutions by adding an external account.
  • Tap + Add external account.

 

Alternative Method (both platforms):

  • Click or tap your name in the lower left corner.
  • Click or tap Settings (Personal or Account).
  • Click or tap +Add Account at the bottom of the card.

Step 2: Enter Account Details
Provide the following information:

  • Account Name – How this external account will appear in your Fidelity Bank account list (e.g., “My ABC Checking”).
  • Routing Number – The 9-digit number provided by the other institution.
  • Account Number – The number for the external checking or savings account.

Step 3: Select the Account Type
Click or tap Select and choose either Checking or Savings.

Step 4: Submit the Request
Click or tap Submit.

You’ll see a message confirming that two small verification deposits (micro-deposits) have been sent. These typically arrive within 1–3 business days.

Once you’ve received the two small deposits in your external account, follow these steps to verify and activate it for transfers.

Step 1: Access External Transfers
If you’re using Online Banking:

  • Click your name in the lower left corner of the screen.
  • Select Account Settings.
  • A list of external accounts will appear.

If you’re using Mobile Banking:

  • Tap the menu (☰) icon.
  • Select your name > Settings
  • A list of external accounts will appear under accounts.

Step 2: Select the Account you want to Verify
Then, enter the two deposit amounts in any order and click Confirm.

Step 3: A message will confirm your account has been verified and is ready for transfers.

Note: Transfers between Fidelity Bank and external accounts may take 1–3 business days to process.

Use the following steps to place a stop payment for a single check that hasn’t been cashed yet.

If the check has already been cashed, contact our Client Care Center at (800) 581-5363 or visit your local Banking Center.

Step 1: From your Dashboard, click or tap the account the check was written from.

Step 2: Click Stop payments.

  • For Online Banking: Select Stop Payments using the blue square to the right of the screen.
  • For Mobile Banking: Select Stop Payments at the bottom of the grey menu.

Step 3: Choose A single check

Step 4: Enter the following:

  • Check Number
  • Check Amount
  • Check Date
  • Payee Name
  • Reason (Select from the list provided)

Step 5: Click Submit.
The stop payment will be placed, and the check will no longer be processed.

Use the following steps to place a stop payment for a range of checks.

Step 1: From your Dashboard, click or tap the account the checks were written from.

Step 2: Click Stop payments.

  • For Online Banking: Select Stop Payments using the blue square to the right of the screen.
  • For Mobile Banking: Select Stop Payments at the bottom of the grey menu.

Step 3: Choose A Range of Checks

Step 4: Enter the Start and End check numbers

Step 5: Select a Reason (optional but recommended).

Step 6: Click Submit.
The stop payment will be placed, and the range of checks won’t be paid by Fidelity Bank

Dashboard Customization​

You can customize your Dashboard so your most-used tools—like Transactions, Transfers, or Payments—are right where you want them. Each section is called a card, and you can easily add, remove, or rearrange them to fit your preferences.

You can personalize your Dashboard by:

  • Rearranging the order of cards
  • Resizing certain cards (Online Banking only)
  • Removing cards you don’t use (you can always add them back later)

Step 1:

For both Online and Mobile Banking:

  • Scroll all the way to the bottom of your dashboard
  • Click or tap Organize Dashboard.

The Organize Dashboard window will open, displaying all current cards and their order.

Step 2: Click or tap Add a card at the bottom of the screen.
A list of available cards will appear.

Step 3: Select +Add a Card. Choose the card(s) you’d like to add.

Step 4: Click or tap Done to return to your Dashboard.

Step 5: The new card(s) will appear at the bottom of your Dashboard layout.

To change the order, drag and drop the card(s) into your preferred position.

Follow these steps to remove cards.

Step 1:

For both Online and Mobile Banking:

  • Scroll all the way to the bottom of your dashboard
  • Click or tap Organize Dashboard.

The Organize Dashboard window will open, displaying all current cards and their order.

Step 2: Click or tap the X on the card you want to remove.

Step 3: Click or tap Done to return to your Dashboard.

You can re-add removed cards at any time by following the “Add a Card” steps above.