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Online Banking FAQs


GETTING STARTED

What kind of Internet browser do I need?
What are the system requirements for my security code?
Once I sign up, when can I start using electronic banking?

BANKING

How do I start using electronic banking?
What activities can I do?
What can I see on account inquiries?
How can I be sure my transfer was successful?
What kinds of transfers can I make?
Do transfers always occur on the day or date I designate?
How far in advance can I set up a transfer?
What kinds of accounts allow transfer activity?
Why do I get a confirmation number when I make a transfer?
Do I have to re-enter transfers each month?
Is there a cutoff time for me to delete or change a transfer?
Is there a way to see previous transfers?
How can I add another bank account to my online financial list?
How will I know if an automatic transfer instruction has expired?

BILL PAYMENT

How do I start using bill payment?
What kinds of bill payments are available?
Why do I get a confirmation number when I make a payment?
How will I know if a payment was processed successfully?
How will I know if a payment failed?
How can I be sure my payment will be processed?
The payment history showed that my payment was Processed, but my bank account has not been debited. Should I schedule another payment for this merchant/payee?
Is there a way I can verify online that a merchant/payee received my payment?
Can I set up multiple payments to one merchant/payee?
My bank account was debited at the same time my payment went out last month. This month, the debit did not occur on the same day. Why? Both payments showed a status of Processed.
What is the maximum amount for any one payment?
How far in advance can I set up a payment?
Do I have to re-enter payments each month?
Whom can I pay?
Whom can’t I pay?
How many days before the due date do I need to make a payment?
The Bill Pay system says ‘Schedule payment at least 5 business days before due date’. What does this really mean?
Is there a way to see previous payments?
What if my recurring or one-time payment falls on a non-business day?
What do I need to do if one of my merchant/payee notifies me that a payment has not been received?
Can I make a payment from my savings account?
Is there a cutoff time for me to cancel or change a payment scheduled for today?
How will I know if an automatic payment instruction has expired?
When can I begin making payments to a new merchant/payee I added?
Can I pay someone who does not appear on my list?
How do I add a merchant/payee to my list?

PERSONAL INFORMATION

How do I change my security code?
What is a Personalized Logon ID?
How many characters can I have in my Logon ID?
What characters can I use in my Logon ID?
Will I be required to change my Logon ID?
How can I change my Logon ID?
What should I do if I am prompted to change my Logon ID when I log on?

MAIL AND MESSAGES

How do I view a message?
How do I save a message?
How do I send a message to Customer Service?
Can I send an e-mail to one of my merchant/payee?
Can I receive an Internet email to let me know that the system has sent me a mail message?

PERSONAL FINANCIAL MANAGERS

Which Personal Financial Manager (PFM) can I use?
Can I download transactions to my PFM?
What file format is created when I download transactions?

MISCELLANEOUS INFORMATION

Why did the system prompt me to log on again?
What is a cookie and how do I disable the warning message?
How do I return to the application, once I have selected Help?
Can I use the Back feature of the browser to go to a page that I have already been on, or do I need to use the menus to get there?
Why did I receive a message that I need to log on again?
How secure is this system?


GETTING STARTED

Q.

What kind of Internet browser do I need?

A.

Any browser that supports the SSL (Secure Sockets Layer) protocol, HTML 3.0, Java Script and tables will work. The site is most secure when using either Netscape Navigator or Microsoft Internet Explorer, both of which have been certified for use at our site. The most current releases of each of these browsers are compatible with our system. AOL users may experience some minor distortions in the appearance of fonts, table alignment, etc., but this does not affect system functionality. Web TV has not been certified for use with this site.
 

Q.

What are the system requirements for my security code?

A.

We recommend that your security code by 8 alphanumeric characters, and that you change it regularly. The system will allow a security code that is at least 4, but no more than 8 characters.
 

Q.

Once I sign up, when can I start using electronic banking?

A.

As soon as you receive confirmation that you are enrolled, you can access electronic banking. To log on to the system you will always need to provide a Logon ID and a Security Code. The first time you enter the system, your Security Code will be set to a default code that has been provided to you. You will be required to change that code to a new code you select.

 

BANKING

Q.

How do I start using electronic banking?

A.

If you are enrolled, you may begin using electronic banking immediately. If you are not enrolled, contact the Customer Service number listed on the Welcome page for enrollment information.
 

Q.

What activities can I do?

A.

You can perform account inquiries (including balances and additional information), view account history and transfer funds between accounts.
 

Q.

What can I see on account inquiries?

A.

You can see your current balance, as well as some general information. This information varies depending on the type of accounts you have. You may see the maturity date of a CD or the interest rate of a savings account.
 

Q.

How can I be sure my transfer was successful?

A.

You will receive a confirmation number with each transfer and you can also view your transfer history. If your transfer fails for any reason, you are automatically notified that your transfer was not processed. The transaction is recorded in your transfer history as Failed.
 

Q.

What kinds of transfers can I make?

A.

Three kinds of transfers are available:

Immediate - A transfer that is attempted immediately. You are notified if the transfer is successful while you are logged on.

One-time - A transfer that is made on the date you specify.

Automatic - A recurring transfer that occurs at your specified frequency as many times as you indicate.
 

Q.

Do transfers always occur on the day or date I designate?

A.

One-time transfers scheduled for non-business days (such as holidays, weekends, etc.) are processed on the next business day. Recurring transfers are scheduled transfers set up to happen on the same day or date each month (for example: each 15th). If one of these recurring dates falls on a non-business day, the transfer is processed on the preceding business day.
 

Q.

How far in advance can I set up a transfer?

A.

You may set up a one-time or automatic transfer as much as 18 months in advance.
 

Q.

What kinds of accounts allow transfer activity?

A.

Allowed transfers may vary based on the rules for your account types. Some transfers are not allowed, such as a transfer to or from a CD.
 

Q.

Why do I get a confirmation number when I make a transfer?

A.

Confirmation numbers are provided for all confirmed or modified transfers. This is your assurance that a transfer will be processed. It is also a reference number that can be used for requested research.
 

Q.

Do I have to re-enter transfers each month?

A.

You can set up automatic transfers of the same amount so you do not have to re-enter them each month.
 

Q.

Is there a cutoff time for me to delete or change a transfer?

A.

You can review, change or cancel a transfer at any time. If the transfer is scheduled for that day, the change or cancellation must be done before daily settlement time (2PM Eastern Time). The system displays an error message if you attempt to modify a transfer after this deadline has passed.
 

Q.

Is there a way to see previous transfers?

A.

Transfer history is retained for 18 months. You may search for past transfers by using one or a combination of the following:

To or From account number
Transfer Date
Transfer Amount
Confirmation Number
 

Q.

How can I add another bank account to my online financial list?

A.

Go to the Personal Options menu and select Account Information. Add the new account. The account will be available for you to view in 3-5 business days. If Account Information does not appear on your menu, you must contact your financial institution to add the account.
 

Q.

How will I know if an automatic transfer instruction has expired?

A.

You will receive a Final Transfer e-mail on the system, notifying you that the last scheduled transfer has been processed. You can reschedule your transfer if you wish to continue it.

 

BILL PAYMENT

Q.

How do I start using bill payment?

A.

Once you have verified that your checking account has been set up for Bill Payment, you can begin using it by adding merchants/payees to your Merchant/Payee list. You can then schedule payments for them using the Setup/Change Payments option.
 

Q.

What kind of bill payments are available?

A.

There are two kinds of bill payments available:

One-time - A payment that is processed on the day you specify. On the payment date you specify the funds are withdrawn from your account and the payment is sent to the merchant/payee. The merchant/payee will receive the payment 2-5 days after the payment date.

Automatic - A recurring payment that occurs at your specified frequency as many times as you indicate.
 

Q.

Why do I get a confirmation number when I make a payment?

A.

Confirmation numbers are provided for all confirmed or modified payments. This is your assurance that a payment will be processed on the date it is scheduled. However, this confirmation number does not guarantee the merchant/payee received or posted this payment. It is also a reference number that can be used for requested research.
 

Q.

How will I know if a payment was processed successfully?

A.

The Payment History will show a status of "Processed" for that particular payment.
 

Q.

How will I know if a payment failed?

 

 

A.

The Payment History will show a status of “Failed” for that particular payment and the system will send you a message to let you know the payment failed.
 

Q.

How can I be sure my payment will be processed?

A.

Anytime you schedule a payment, you will receive a confirmation number signifying we will process your payment on the payment date you requested.

 

Q.

The payment history showed that my payment was Processed, but my bank account has not been debited. Should I schedule another payment for this merchant/payee?

A.

No. Anytime a payment shows a status of Processed in the Payment History, this means that the payment went out to the merchant/payee successfully. If the debit to your account cannot be sent online, it is sent via ACH, which will take 1-3 business days to post to your bank account.

 

Q.

Is there a way I can verify online that a merchant/payee received my payment?

A.

If payment was made to the merchant/payee by check, you can determine if the check has been cashed by viewing the payment details under payment history. Actual verification needs to come from the merchant/payee.
 

Q.

Can I set up multiple payments to one merchant/payee?

A.

You may set up one payment for each merchant/payee you have setup. You must wait until the initial payment processes for a merchant/payee before you schedule another payment to that same merchant/payee. There is no limit to your number of merchants/payees. You may also set up the merchant/payee for an automatic payment.
 

Q.

My bank account was debited at the same time my payment went out last month. This month, the debit did not occur on the same day. Why? Both payments showed a status of Processed.

A.

This scenario suggests that the processor encountered some connectivity issues in processing; which means that the payment went out to the merchant/payee, but the system could not debit the bank account immediately. In this case, the debit will be sent via ACH, which should post to the bank account within 1-3 business days.
 

Q.

What is the maximum amount for any one payment?

A.

There is a pre-determined limit on the amount you can pay. If you are having problems, please contact Customer Service to determine if the amount you are trying to pay is above the limit.
 

Q.

How far in advance can I set up a payment?

A.

Payments can be set up as much as 18 months in advance.
 

Q.

Do I have to re-enter payments each month?

A.

You can set up automatic payments of the same amount so you do not have to re-enter them each month.
 

Q.

Whom can I pay?

A.

You can pay any of the merchant/payee you have set up.
 

Q.

Whom can’t I pay?

A.

The following payment types are prohibited through the system:

Tax payment
Court ordered payments
Payment to payees outside the United States

It is not recommended to pay another bank to which you wish to make a deposit.
 

Q.

How many days before the due date do I need to make a payment?

A.

Unless otherwise specified, we recommend that you specify a payment date at least 5 business days before the due date to ensure your payment reaches its destination on time.
 

Q.

The Bill Pay system says ‘Schedule payment at least 5 business days before due date’. What does this really mean?

A.

The number of days lead time indicates the number of business days for the payment to arrive at the merchant/payee, assuming the merchant/payee address and account number are correct. This does not guarantee when the merchant/payee will post the payment to the merchant/payee account.

The day that the payment was processed is not included in the number of days lead time.

The number of days allows time for the merchant/payee to receive and post the payment. Lead time should be used with discretion, since only user experience with the merchant/payee will determine the number of days the user should allow for actual posting of the payment.

 

Q.

Is there a way to see previous payments?

A.

Payment history is retained for 18 months. You may search for past payments by using one or a combination of the following:

Merchant/Payee Name
Payment Date
Payment Amount
Confirmation Number
 

Q.

What if my recurring or one-time payment falls on a non-business day?

A.

One-time payments scheduled for non-business days (such as holidays, weekends, etc.) are processed on the next business day. Recurring payments are scheduled payments set up to happen on the same day or date each month (for example: each 15th). If one of these recurring dates falls on a non-business day, the payment is processed on the preceding business day.
 

Q.

What do I need to do if one of my merchants/payees notifies me that a payment has not been received?

A.

Confirm that your account was debited for the transaction and contact Customer Service by using the Payment History option viewing the payment details and selecting Research Request to initiate a Payment Investigation.
 

Q.

Can I make a payment from my savings account?

A.

No, bill payments are only allowed from a checking account. You can have two checking accounts designated for bill payment.
 

Q.

Is there a cutoff time for me to cancel or change a payment scheduled for today?

A.

You can review, change or cancel a payment at any time. If the payment is scheduled for that day, the change or cancellation must be before daily settlement time (2PM Eastern Time). The system displays an error message if you attempt to modify a payment after this deadline.
 

Q.

How will I know if an automatic payment instruction has expired?

A.

You will receive a Final Payment e-mail on the system, notifying you the last scheduled payment has been processed. You can modify and reschedule your payment if you wish to continue it.
 

Q.

When can I begin making payments to a new merchant/payee I added?

A.

You can begin making payment to that merchant/payee immediately.
 

Q.

Can I pay someone who does not appear on my list?

A.

Yes, simply add the merchant/payee to your Merchant/Payee List in order to make a payment to them.
 

Q.

How do I add a merchant/payee to my list?

A.

Using the Merchant/Payee Accounts option, select Add Merchant/Payee and then complete the requested fields.

 

PERSONAL INFORMATION

Q.

How do I change my security code?

A.

Select Change Security Code from the menu. Enter your old security code and the new one. You are required to enter the new code twice for verification.

 

 

Q.

What is a Personalized Logon ID?

A.

The personalized Logon ID is an ID that you can change and use to log onto the banking site. It allows you to select your own unique ID.

Q.

How many characters can I have in my Logon ID?

A.

The minimum number of characters in the Logon ID is 6.

The maximum number of characters is 50. This allows you to use your email address as your Logon ID if you want.

Q.

What characters can I use in my Logon ID?

A.

The valid characters for your Logon ID are:

• A to Z
• 0 to 9
• At-sign – (@)
• Period – (.)
• Dash – ( - )
• Underscore – (_)

Q.

Will I be required to change my Logon ID?

A.

Setting up a personalized Logon ID is highly recommended in order to add another level of security to protect your personal information. It is not, however, required.

Q.

How can I change my Logon ID?

A.

You may change your Logon ID at any time when logged on by selecting Change Logon ID on the menu.

Q.

What should I do if I am prompted to change my Logon ID when I log on?

A.

When prompted to do so, you should change your Logon ID.

 

MAIL AND MESSAGES

Q.

How do I view a message?

A.

Simply select Inbox from the menu to view a list of your inbox messages. Select the message you wish to see.
 

Q.

How do I save a message?

A.

When you view a new message, you are given a choice to delete or save the message.
 

Q.

How do I send a message to Customer Service?

A.

When you select Compose New Mail from the menu, a Send To drop-down selection is presented. Select the appropriate recipient and click the Create Message button.
 

Q.

Can I send an e-mail to one of my merchant/payee?

A.

No, you may only send an e-mail to us.
 

Q.

 

Can I receive an Internet email to let me know that the system has sent me a mail message?

A.

 

To indicate when you want to receive an Internet email, select Alert Information. On this screen you can choose which incidents should generate an Internet email.

 

PERSONAL FINANCIAL MANAGERS

Q.

Which Personal Financial Manager (PFM) can I use?

A.

Both Intuit’s QuickenTM product (releases 99 and later) and Microsoft MoneyTM are compatible with our system.
 

Q.

Can I download transactions to my PFM?

A.

Yes, the system has an Export feature that allows you to download transactions to your PFM.
 

Q.

What file format is created when I download transactions?

A.

The system supports a QIF format.

 

MISCELLANEOUS INFORMATION

Q.

Why did the system prompt me to log on again? I had already provided my Logon ID and Security Code once before.

A.

This is a security feature designed for your protection. If several minutes elapse without a request from you for anything from the electronic banking system (exclusive of Help), then the system ends your session and does not allow further transactions until you enter your user information again. This can prevent others from performing transactions on your computer in the event that you forget to exit the system properly.
 

Q.

What is a cookie and how do I disable the warning message? I keep getting messages about receiving a cookie.

A.

Cookies are small pieces of information, sent from the server, to be stored in a file on your computer. Cookies can be used for many purposes, but at our site, a cookie is used to store security information needed to maintain a secure, confidential connection to our Internet server. You can disable the cookie-warning message, but you must accept the cookies. Please refer to your browser’s Help function for instructions on changing your options for cookies.
 

Q.

How do I return to the application, once I have selected Help?

A.

Use the Back function of your browser to return to your original location.
 

Q.

Can I use the Back feature of the browser to go to a page that I have already been on, or do I need to use the menus to get there? Will it work the same or cause a problem?

A.

Yes, you can use the Back button to return to prior pages. However, for security reasons, some pages automatically expire so that you cannot return to them. If you encounter this, simply use the menus to go to the desired location.

Q.

Why did I receive a message that I need to log on again? I was already logged on successfully.

A.

As a security feature the system will require that you log on again if you perform any of the following actions:

  • Double clicking.
  • Using the Enter key on keyboard to select functions instead of using your mouse.
  • Closing the program by selecting Exit or Close from the File menu.
  • Closing the program by clicking the X on your browser. The correct way to exit the system is to select the Exit icon located on our site.

OR

  • Your temporary Internet file folder is too full and it may need to be cleared.
  • You may not be accepting cookies while accessing this site.


 

Q.

How secure is this system?

A.

This system is very secure. For additional information regarding the security of our system, please refer to About Security.