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Frequently Asked Questions

Check Image Retrieval

When do check images become available online?

Images of cleared FMA checks are available three (3) business days after the cleared date shown on your account Activity page. Images will remain available online for 90 calendar days.

How do I retrieve an online check image?

There are two ways you will be able to access the window from which you can choose to retrieve an online check image:
• Via the Activity Detail (All Activities) or Activity Detail (FMA Checks) view within the Portfolio section, you can click on the check number and launch the Check Image Request window. The Check Image Request pop up window reflects 18 months of check history.
• Via the Activity Detail (All Activities) or Activity Detail (FMA Checks) view within the Portfolio section, you can click on the "Check Image" button and launch the Check Image Request window.

Can I see an image of a check returned due to insufficient funds?

No, if your check is returned due to insufficient funds, the image will not appear online.

I made a payment via Bill Pay. Can I retrieve an image?

Yes, as long as the payment method is paper check.

Are Electronic Bill Payment or Automatic Clearing House (ACH) Debit check images available online?

No, Electronic Bill Payments paid via Bill Pay and pre-authorized ACH transfers do not have an image and will not be available online.

Is there a fee for retrieving check images?

You will be able to retrieve, print and save the check images without charge. But, if you select the option to request a check copy to be mailed, the standard FMA check copy fee may still apply.

Is the printed check image a valid proof of payment?

Yes, when printed, online check images are considered valid proof of payment.

I retrieved a check image and I think that the check may be fraudulent. What should I do?

If you are requesting a check image or requesting a check copy because you suspect fraudulent activity in your account, please contact your Financial Advisor advisor or call the FMA Client Service Center at 1-800-634-9855 immediately.

The 90 day limit of my online check image has passed. How can I get a copy of my check?

If you require a check copy, you can still request that a paper copy of the check be mailed to you.

Will I be able to see the full image of the check?

The Check Image Request displays the front and back of the requested image, and includes identifying information such as check number, date cleared and the amount. You can also print and save the image.

I am having trouble printing the entire check image - part of it is cut off. What can I do?

You can increase and decrease the image by using your magnifying glass icon. But, if you enlarge the image, it may not fit the page parameters and part of the check may not print. Your check image should print on a letter-sized page and you will have to decrease the magnification of the image before attempting to print the image.