Online Banking FAQ
Q: What can I do with online banking?
A: With online banking, you have control over nearly every aspect of managing your accounts. You can:
- View transaction history on your online banking accounts.
- Transfer funds between your authorized Internet banking accounts.
- Pay one-time, occasional, and recurring payments online.
- Download account information into Quicken® or Microsoft® Money.
- Send and receive secure electronic messages to and from our financial institution.
Q: What do I need to enroll for online banking?
A: You must have an account with us, and you must have a secure Internet connection. Our online banking system currently is best viewed with the latest versions of Internet Explorer and Firefox. Your browser must also be SSL compliant with 128 bit encryption.
Q: How do I know if my browser is secure enough to use the online banking system?
A: Our online banking system currently is best viewed with the latest versions of Internet Explorer and Firefox. Your browser must also be SSL compliant with 128 bit encryption.
Using Online Banking
Q: Can I view transactions in all accounts through online banking? How far back?
A: Our online banking system stores up-to-date history on all of your authorized online banking accounts. The amount of history available may vary depending on the type of account.
Q: What customer service options are available through online banking?
A: As always, you can telephone us during business hours for questions regarding your accounts. However, you can send us secure encrypted emails from within your online banking session with any questions you may have regarding your accounts 24 hours a day, seven days a week. Incoming messages will alert you to important events and news concerning your accounts.
Q: How does the Online BillPay service work?
A: Our Online BillPay service offered through online banking allows you to set up payments to just about anyone. You tell us the person or company you want to make a payment to, and we will withdraw the money from your account and send the payment to the payee. You may schedule one-time, occasional, or recurring payments to be paid right away or a date in the future.
Q: Who can use the Online BillPay service?
A: Anyone who has access to a transaction account in online banking is eligible to use the Online BillPay service once they have been authorized to do so by our financial institution. To sign up for our Online BillPay service, select the "BillPay" option for the account(s) you wish to make payments from when you enroll for online banking. If you are already enrolled in online banking, just contact our financial institution using our online banking secure email service and let us know which account(s) you wish to make payments from.
Q: How long will it take to get registered for Online BillPay?
A: If you are already enrolled in online banking, it will usually take one or two business days while we verify your account.
Q: How are payments made?
A: When scheduling your payment, you tell us the payment amount and the due date of the payment for the payee. Payments must be scheduled at least four business days in advance of the payment due date. The payment is sent to the payee either by check or is sent to the payee electronically to insure the payee receives the payment on the due date. The payment amount is scheduled to be deducted from your account on the payment due date.
Q: Who can I pay with this service?
A: You can pay virtually anyone you want using our Online BillPay service, as long as they have a valid U.S. mailing address.
Q: When I add a new payee, do I have to wait before I can make the first payment?
A: No. When you add a payee to the online banking payee database, the payee is immediately available to schedule a payment, however you must schedule your payment at least four business days before the scheduled payment due date.
Q: How far in advance should I schedule payments?
A: To insure your payments are received by the payee by the payment due date, you must schedule your payments at least four business days before the payment due date. If your payment due date is less than four business days away when scheduling your payment, you may still make your payment using the service, but you will be responsible for any late fees that may be assessed by the payee if not received by the payment due date.
Q: When are payments processed?
A: Payments are processed each business day. Any payments scheduled on a non-business day (Saturday, Sunday, and federal holidays) will be issued the prior business day.
Q: What if the payee does not receive my payment? Who pays any late fees?
A: Our Online BillPay service will be responsible for any late payment related charges up to $50.00 should a payment post after its due date, as long as the payment was scheduled at least 4 business days before the payment due date.
Q: How does the E-Bill feature work?
A: Payees can send bills to you electronically to the Online Bill Pay service. You will be advised if a payee can send e-bills when you add the payee to your payee list. With e-bills, you can opt out to receive email notification when your bill is available online. You can also use the Auto-Pay feature to automatically pay your e-bills - you can even set a maximum amount limit.
Q: What type of security do you offer?
A: Our online banking system uses many lines of defense to protect your account information. From authentication, SSL, exclusive encryption software, high-end firewalls, and automatic sign-off, you're information is always safe— it's like having a bank vault online.
Q: What is encryption and how does it work?
A: Encryption turns meaningful words and phrases into coded language. Everything that you do during your online banking session becomes a string of unrecognizable numbers before entering the Internet. Your account information will read as gibberish to everyone but you and our financial institution. All of your online banking sessions will be encrypted. We employ the strongest forms of cryptography that are commercially available for use over the Internet.
Q: What is 128-bit encryption?
A: A 128-bit encryption means there are 2128 possible keys that could fit into the lock that holds your account information, but only one that works for each online banking session. (Try that on your calculator!) This level of encryption is so powerful that the U.S. government lists this encryption as a federal munition - meaning browsers that offer it can only be used and downloaded by citizens and permanent resident of the United States and Canada.
Q: What does SSL mean?
A: SSL stands for "Secure Socket Layer." This technology allows users to establish sessions with secure Internet sites - meaning they have minimal risk of external violation. Once inside the online banking site, our use of SSL technology keeps you and your account information secure.
Q: What types of security measures are taken to prevent sensitive information from being intercepted online?
A: From the moment account information leaves your computer to the time it enters the online banking system, we take numerous steps to ensure your information is secure in cyberspace. We make sure only authorized people with secure browsers can access our system.
You must enter your passcode, and we must verify it before you are allowed to access your accounts.
Only browsers supporting the SSL security protocol can be used to log on to our system.
Once online, we make sure only you can view any information about your accounts.
SSL uses a digital signature to make sure that no one can send you false information; your browser will only accept information from the online banking system.
SSL also uses the highest level of encryption supported by your browser to encrypt all information before it is sent. This ensures that only the browser that logged on can read any information the system supplies
Q: What can I do to protect my account information while I'm online?
A: We take numerous steps to keep your account information secure. However, you must take precautions as well.
- Choose a good passcode - Your online passcode, along with your access ID, authenticate you when you begin an online banking session. You should carefully select a passcode that is hard to guess. You should not use personal information or a word that can be found in the dictionary.
- Keep your passcode safe - Even the best passcode is worthless if it's written on a note attached to your computer or in your checkbook. Memorize your passcode and never tell it to anyone. We do not need your passcode to help you, so we will never ask you for it.
- Change your passcode regularly - It's important to change your passcode regularly. Every time you choose a new passcode, the online banking system runs a quick program to test it. If we can guess it, we will immediately ask you to choose another one.
- Remember to sign-off properly - You may not always be at your own computer when your bank online. Therefore, it's important to sign off when you're finished banking. If you forget to do so, the system automatically signs you off after 10 minutes of inactivity. This will prevent anyone else from accessing your account.
Q: What happens if an unauthorized person uses my access ID and passcode?
A: You must notify us immediately if you believe your access ID or passcode has been compromised or if an unauthorized transaction has occurred. If you tell us within two banking days after you learn of a loss or theft, you can lose no more than $50.00.