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FAQ

Online Banking Questions

Getting Started

Internet banking, fees, troubleshooting and usage questions.

Navigation

Getting around and finding the information you want.

Equipment and Software

Using Internet Banking with 128-bit encryption capable web browsers.

PIN (Personal Identification Number)

What is a PIN? The selecting, changing and receiving of PINs.

Glossary

Terminology used within these Help topic pages.

General Banking Questions

Account Information

Account types, stop payments, posting of deposits and transactions.

Checking

Information regarding checks and bank checking accounts.

Savings

Information regarding bank savings accounts.


Online Banking Questions

Getting Started

What services are available with Internet Banking? Top

Check your account balances. Confirm which checks, deposits, withdrawals and ATM transactions have cleared. Transfer funds between your Internet Banking checking and savings accounts. Download transactions to financial packages.

What happens if my computer is not working or I cannot get online? Top

If you do not have internet access, you can also do your banking by phone. If you have a PIN (Personal Identification Number) for our phone banking system, you can use our automated system to transfer funds and check account balances. If you have any questions, please contact a bank representative.

Who do I call if I need help with my Internet Banking service? Top

If you have questions concerning our online services, please call a bank representative at our main location.

How do I know if a transaction was completed during a system crash? Top

There are a few ways to know if the transaction in question was completed: Look at the account activity on the account from which you performed the transaction. All completed transactions will appear on the Account Summary page. You should have seen a Transfer Preview page displaying a summary of the transaction information. If you clicked the Transfer Now button and received a transaction trace number, the transaction was completed. You can call one of our bank representatives.

If I share a checking account with someone else, do we both need to enroll or can we share an Internet Banking account? Top

For your security, we require every Internet Banking customer to have a unique User ID. There is only one login and password for any one account.

Can I use Internet Banking from more than one location? Top

Yes. You can access Internet Banking from any computer with Internet access.

Are my deposits safe? Top

Your deposits are insured by the Federal Deposit Insurance Corporation (FDIC). FDIC deposit insurance is $250,000.00 per depositor. To learn more about FDIC, visit them online at www.fdic.gov.

Navigation

How do I refresh the page information? Top

The Internet Banking site utilizes frames. In a frame environment, the URL in the address bar at the top of your browser doesn't change each time a new page is loaded. If you click on the refresh button, you will refresh the login page. If you need to refresh the page, simply click on the "Reload Page" link on the top right corner of the browser window.

Why does the left side menu list change? Top

Certain options, i.e. transactions and statements, are not available until you select an account from the account list page. You will also need to select an account before you can view the list of scheduled transfers.

Equipment and Software

What if my computer does not have 128-bit encryption? Top

If your computer does not currently use 128-bit encryption, simply follow the appropriate instructions for your browser listed below. If you have questions or need additional help, call a bank representative and we'll be happy to walk you through the process.

Microsoft Internet Explorer Top

http://windows.microsoft.com/en-US/internet-explorer/products/ie/home

Mozilla FireFox Top

http://www.mozilla.org/en- US/firefox/new/

Google Chrome Top

https://www.google.com/chrome

PIN (Personal Identification Number)

What is a PIN? Top

Your Personal Identification Number (PIN) is a security code that allows the Internet Banking system to verify that a request to access your account is authorized by you. Your confidential PIN prevents unauthorized use and ensures complete security when making transactions on your accounts.

How do I select a PIN? Top

When selecting a PIN, use something that is not easily guessed- avoid birthdays and addresses. Avoid using the same PIN each time, and use different PINs for each account. Memorize your PIN. Do not write it on the back of your card or keep it with you. Since the PIN is for security purposes, you should not disclose it to anyone. To select a PIN, please refer to the PIN Request pages within Account Services.

Can I change my PIN? Top

Yes. Your new password must meet these guidelines: Your new password must contain characters from EACH of the following three groups. uppercase and lowercase letters (A,a,B,b,C,c and so on) numerals symbols such as !,@,# and so on The new password must have at least 6 characters but no more than 12. The first character must be a letter or a number. The new password cannot have any spaces or periods in it. The new password must have at least one symbol character in the second through sixth positions. Use the Change Password form if you want to change your current internet banking password. Please be aware that no one at the bank will be able to find out what your password is. The new password will go into effect the next time you login.

Glossary

Account Nickname Top

A name you give an account to make it easier for you to identify.

Accrued Interest Top

The amount of interest earned to-date on your CD.

Algorithms Top

A list of instructions used to complete computer tasks.

Annual Percentage Rate (APR) Top

The cost of the credit expressed as a yearly rate. It is based on the "finance charge" (which is the dollar cost of the credit) and expresses the dollar cost in terms of percentage cost on an annual basis. The APR is often higher than the interest rate because it is based on the "finance charge" which includes various charges for the loan as well as the interest that will accrue at the contract rate.

Annual Percentage Yield (APY) Top

A rate that reflects the total amount of interest paid on an account, based on the interest rate and the frequency of compounding for a 365-day period.

Available Balance Top

The amount available in your account that you can use right now.

Browser Top

A browser is a software application that allows Internet users access to World Wide Web (WWW) pages on their own computers. Two of the more popular browser products are Netscape Navigator and Microsoft Explorer.

Business day Top

Our bank defines a business day as Monday through Friday.

Cookie Top

A piece of data given to a browser by a web server and handed back to the browser on subsequent visits. We use cookies at login registration and elsewhere when you enter customized information such as your zip code. Recording a cookie at such points makes your online experience easier and more personalized. It also allows us to recognize you as a customer and automate your online experience.

Current Balance Top

The total of all transactions posted to your account as of the previous business day. Your current balance and available balance may differ.

Current Rate Top

The percentage rate of interest on an account.

E-mail (Electronic Mail) Top

Messages, usually text, sent from one person to another via a computer. E-mail can also be sent automatically to a large number of addresses.

Early Withdrawal Top

The act of taking money from a Certificate of Deposit (CD) before the CD's maturity date.

Early Withdrawal Penalty Top

The penalty you pay for withdrawing money from a CD before its maturity date. For example, if you have a 5-year CD, but you withdraw the money after only two years, you may be charged a penalty. Refer to your Terms of Agreement for Early Withdrawal.

Encryption Top

The encoding of a file in order to protect its contents. This entails a word or group of words essentially written in a secret code language - a language useless to anyone but you and your bank, to protect that message from unwanted viewing or tampering.

Hit Top

As used in reference to the World Wide Web, "hit" means a single request from a Web browser for a single item from a Web server; thus in order for a Web browser to display a page that contains three graphics, four "hits" would occur at the server: one for the HTML page and one for each of the three graphics.

HTML Top

Hypertext Markup Language is a language used to create documents and hyperlinks on the Internet.

HTTP Top

Hypertext Transfer Protocol lets computer users exchange information over the Internet.

ISP (Internet Service Provider) Top

An institution that provides access to the Internet in some form, usually for money.

LAN (Local Area Network) Top

A computer network limited to the immediate area, usually the same building or floor of a building.

Last Statement Date Top

The last statement date is the date your last statement was processed.

Line of Credit Top

A loan commitment for a sum of money to be drawn against in increments during a specific period of time, usually under a loan agreement containing all of the terms and conditions controlling the line of credit.

Maturity Top

A termination date or period of a note. For example, a 30-year mortgage has a maturity of 30 years.

Modem (Modulator Demodulator) Top

A device that you connect to your computer and to a phone line that allows the computer to talk to other computers through the phone system. Basically, modems do for computers what a telephone does for humans.

Notary Public Top

One who is authorized by the state or federal government to administer oaths and to attest to the authenticity of signatures.

Online Transfer Top

The electronic movement of funds from one account to another.

Outstanding Balance Top

The amount currently owed on a debt.

PDF: Portable Document Format Top

Portable Document Format (PDF) is a standard file format for distributing electronic documents. Adobe PDF files can be viewed, saved, and printed by using Adobe Acrobat Reader software. The basic Adobe Acrobat Reader software is available for free directly from Adobe.

Password Top

A number or character that is used to identify yourself. This should be very unique in order to ensure privacy. We also suggest that your password be changed frequently.

Personal Identification Number (PIN) Top

Your Personal Identification Number (PIN) is a security code that allows the Internet Banking system to verify that a request to access your account is authorized by you. Your confidential PIN prevents unauthorized use and ensures complete security when making transactions on your accounts.

Power of Attorney Top

A legal document that authorizes another person to act, either a specific act or generally, in the stead of the person drawing the instrument, terminable automatically upon the death of either party.

Prime Rate Top

A benchmark that a bank establishes from time to time and uses in computing an appropriate rate of interest for a particular loan contract.

Recurring Payment Top

A payment that is for a fixed amount and occurs at regular intervals, e.g., monthly.

SSL (Secure Sockets Layer) Top

A protocol designed by Netscape Communications to enable encrypted, authenticated communications across the Internet. SSL is used mostly in communications between Web browsers and Web servers. URLs that begin with "https" indicate that an SSL connection will be used. A secure site is one which supports SSL.

Telephone Transfer Top

The movement of funds from one account to another by phone.

URL (Uniform Resource Locator) Top

The standard way to give the address of any resource on the Internet that is part of the World Wide Web (WWW). The most common way to use a URL is to enter it into a WWW browser program such as Netscape or Microsoft Explorer.

User ID Top

Your User ID identifies you when you login to the the bank Internet Banking website.

Variable Rate Top

An interest rate on a loan that during the term of the loan varies in relationship to some other rate, index or formula.

WWW (World Wide Web) Top

The universe of hypertext servers (HTTP servers) which are the servers that allow text, graphics and sound files to be mixed together.

Firewall Top

A combination of hardware and software that separates a Local Area Network (LAN) in two or more parts for security purposes.

General Banking Questions

Account Information

What is the difference between the various transaction views? Top

Current Business Day: The "Current Business Day" link displays all the transactions that are pending for the current business day. Current Statement: The "Current Statement" link displays all the transactions that have occurred during the current cycle. Previous Business Day: The "Previous Business Day" link displays all transactions that occurred the previous business day. Previous Statement: The "Previous Statement" link displays all the transactions that occurred since the last statement cycle. Transaction Menu: The Transaction Menu supplies an all-in-one page listing of account information. From this page, account balances, deposit information, and current account information can be viewed.

How can I view my checks online? Top

Check images can be viewed on all check transactions except for current day transactions. To view a check image, click on any of the following options: "Current Statement", "Previous Business Day", or Previous Statement". Click the hyperlink in the "Check Number" Column of the check image you wish to view. This will display the front of the check. To view the back of the check, simply click the "View Back of Check" link. You can also use the Check Image Search. This allows you to search by check number and date.

Can I have more than one account enrolled in Internet Banking? Top

Yes. You can access all of your bank accounts online. Once you have enrolled one account, you can add additional accounts by contacting a bank representative. Then you will be able to use the same User ID and Password to view information about all of your accounts.

What is the difference between Current and Available Balance? Top

Your Current Balance is the money that is in your account at the moment. Your Available Balance includes your available line of credit and any Memo posts that are pending at the time of your inquiry.

What is a memo in my account activity? Top

A memo is a note that is attached to your account when you have made a transaction on your account, but the bank has not actually processed the transaction. Common Memo transactions include debit card transactions, line of credit advances and ATM activity. When the bank processes the transaction, the Memo will be removed and a debit or credit will replace it. The one exception to this process is a debit card transaction. If the merchant where you used your debit card does not process that transaction the same day, the Memo debit will be taken off your account, and your account will be credited back the amount.

How current is the information I can view with Internet Banking? Top

Using the Account Summary feature of Internet Banking will give you the most current balance available, including any recent transactions/purchases. But, a transaction cannot be viewed until it has actually posted to your account.

What if I forget my Password? Top

If you forget your password or enter it incorrectly, an error will be displayed on the screen and allow you to login again. After 3 unsuccessful attempts, your account will be locked. This means that you will have to contact the bank and ask if your internet banking account can be re-activated. The bank representative will be able to generate a new random password for you. The first time you login, you will be required to change your password. If you have any questions, please contact your bank representative for assistance.

Why can't I place a stop payment on a check online? Top

A stop payment is a time-sensitive matter. The most efficient way to place a stop payment is to call a bank representative.

What should I do if I have not received checks within two weeks of ordering them? Top

Please call us, and a bank representative will assist you.

What if I have a comment or suggestion for the Internet Banking? Top

We always want to give you the answers you need, when you need them. So if you ever have a question or comment, please feel free to contact us.

How long does it take for my deposit to be posted to my account? Top

Deposits sent via direct deposit or ACH are posted to accounts on the effective entry day. It is not possible for us to determine how long it will take to receive a deposit via U.S. Mail; however, all deposits will post on the same business day they are received, but may not be immediately available. Customers are encouraged to ensure that their deposit posts to an account prior to initiating any transactions.

Why is my balance on the Account Summary screen different from the balance on the Account Detail screen? Top

The Account Summary page may not reflect some items that are pending for processing. Please refer to the account transactions within the Account Detail to see which items have posted to your account.

What if one of my accounts does not appear in my Account Summary? Top

If you do not see one of your accounts on the Account Summary screen, you may have deleted it from your viewable account. To verify this, select the Customer Preferences button on the Account Services page. You may also go to the Add Additional Accounts screen and add any accounts that you would like as part of your viewable account selection. If you still do not see the account, please call a bank representative to assist you.

If I am uncertain about a transaction on my account, how can I find out what it is for? Top

f you are unsure of a transaction on your account, please call one of our bank representatives to assist you.

What type of accounts can I access using Internet Banking? Top

Checking, Savings, Certificate of Deposits, Loans and IRAs

Checking

How long before my deposit will post to my account? Top

Your deposits sent via direct deposit, ACH or transferred from another Internet Banking account, generally post to the account on the same business day they are submitted. It is not possible for us to determine how long it will take to receive deposits sent via U.S. mail. All deposits will post on the business day in which they are received. We do recommend that customers verify their account balances prior to initiating any debit transactions.

How can I withdraw funds from my account? Top

There are several easy and convenient ways you can access funds from your Internet Banking accounts. Write a check. Use your Debit Card. Wire transfer funds. Visit any of our ATMs. Use Internet Banking.

Will I still receive a statement for my checking account in the mail? Top

Yes. Our bank sends a monthly statement on all checking accounts. If you do not receive your monthly statement, please call a bank representative for assistance.

Can I order a copy of a past statement? Top

Yes. To order a copy of a past statement, please call a bank representative for assistance. Any applicable fees will be billed to your account.

How do I stop payment on a check? Top

A stop payment is a time-sensitive matter. The most efficient way to place a stop payment is to call a bank representative for assistance.

Who should I contact if I have problems with my account? Top

We always want to give you the answers you need, when you need them. So if you ever have a question about your account, please feel free to contact a bank representative.

What if I need to change my address? Top

To change your address, please contact a bank representative.

Savings

Who should I contact if I have problems with my savings account? Top

We always want to give you the answers you need, when you need them. So if you ever have a question on your account, please feel free to contact a bank representative.