FREQUENTLY ASKED QUESTIONS ONLINE BANKING

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1 FREQUENTLY ASKED QUESTIONS ONLINE BANKING 1. Why is the bank changing the Online Banking system? Legence Bank strives to be on the forefront of technology. We believe our customers deserve a great, user-friendly and reliable system; a secure system that will not only meet your standards, but exceed them. The investment Legence Bank has made in changing our online banking system and adding additional services is significant for you. At Legence Bank, we believe this is not a change. We believe this is an opportunity to provide a greater service to the people that matter the most, our customers. 2. When will the new system be available? Access to the new Online Banking and Bill Payment system will be available on Tuesday, July 23, For smart phone users, a mobilized site specifically made for your phone or tablet will be available on this date as well. When you go to on your smart phone or tablet, you will automatically be routed to the mobilized site for your ease. 3. Will my username and password be the same in the new system as it is in the existing system? If you are an existing online banking customer, your username will be the same as it was before. Beginning July 23, Legence Bank s homepage will have a single field to enter your username to login. Your password will be entered once you have already logged in. Once you enter your username and hit Login, you will be prompted to enter your security code upon your first login. Your security code will be your username plus the last four digits of your social security number. For example, if your username is jdoe and your social security number is , your temporary password will be jdoe6789. Once you login, you will prompted to update your username if you wish and to choose a new password.

2 4. What differences should I expect in the new system? Though you may see some differences in navigation and the look and feel of your online banking, you may notice that it is largely the same as the previous system. You may note that you can customize the way you view your accounts. You have additional alert capabilities. You also have additional export capabilities for your account information, including Quickbooks. 5. Will my account transaction history be affected by this change? Your account transaction history will remain unaffected and reflect the same history as you had access to previously. 6. Will my existing transfer capabilities be affected by this change? Transfer capabilities that you previously had available to you will still be available to you in the new system. If you would like to add to your current transfer capabilities, please contact the ebranch or a Customer Service Representative at your local branch. 7. Will I still have the ability to view my check images in the new system? You will have the ability to view the front and back of any check that has posted to your account. If a check is in pending status, images will be unavailable. However, once it posts, you will have access to view it. Additionally, you should now have the ability to view the images of deposits you have made to your account. 8. Will my notifications and/or scheduled recurring transfers be affected by this change? Your notifications and/or scheduled recurring transfers that were initially set up through your online banking will not carry over to the new system. However, you can easily set these up in the new system. Notifications can be set up under Settings: Alerts. Scheduled Recurring Transfers can be set up under Transfers: New Transfer. 9. If I currently have Online Banking, will I need to sign up again to have the new system? You will not need to sign up for Online Banking again if you are a current active user of the existing system. Your profile will carry over and you can use temporary credentials to gain access again. To see the parameters of the credentials you should use for your first login, please see #3 above. 10. If I currently do not have Online Banking, but I m interested in it, how do I sign up? You have two ways in which to sign up for Online Banking. You can enroll online by going to our homepage and finding the link to Sign Up. Once complete, you will receive an with a link to be used for your first login. Additionally, you can contact the ebranch or a Customer Service Representative at any of our branches to sign up for Online Banking access. Both scenarios will cause you to receive an invitation to log in to Online Banking for the first time. You will use a security code that was either chosen by you or provided to you for your first login.

3 11. I m also interested in the App. What do I need to do? First, you should sign up for Online Banking if you do not already have that service, as the credentials you use for Online Banking will also be the credentials you use to login to the App. Next, go to the App Store on an iphone device or Google Play on an Android device to download the free Legence Bank app. You will then be able to log in to the App using your Online Banking username and password. 12. I am locked out of the new Online Banking system. What do I need to do? If you are locked out of Online Banking or the App, simply call the ebranch or a Customer Service Representative to have your credentials unlocked and/or reset. 13. What exporting options do I have for my transaction history? You have the following options in which to export your transactions: Quickbooks, Quicken, Excel, comma separated, PDF document, and Word document. To export your transactions, click on the account you wish to view, then click on the Transactions sub-tab. You will see an option to export on the right. 14. How do I find my estatements? Once you are logged in to your Online Banking, click on the account on which you wish to inquire. There will be a sub-tab link for Statements above your account activity for that account. 15. I prefer estatements, but I still get at least one paper statement. What do I need to do? On the website s homepage, simply click on Activate under estatements in the gold bubble and fill out the short secure form to request this change. 16. I would like to change some settings within my Online Banking, such as my username or my address. What do I need to do? Once logged in to your online banking, click on the Settings tab. You will find options within that include changing your password or address, adjusting your greetings, nicknaming your accounts, adjusting the order of your accounts, changing the way you view the widgets on the right, adding and editing sub-users, and setting up various alerts on your account. 17. Is the new Online Banking system as secure as the previous system? It is Legence Bank s commitment to keep your accounts safe while adopting the latest security requirements provided by the government. The authentication procedures used for each login comply with the best industry practices on how to best protect you and your finances.

4 18. What is a sub-user and where do I go to add one? A sub-user is an individual that you choose to setup with login credentials to gain access to some or all of the accounts that you view online. You can choose whether you would like them to be able to view specific accounts, have the ability to transfer between Legence Bank accounts, view estatements with or without images, view account details or a combination of these. A common example of a user and sub-user is a parent and child. To add a sub-user, as well as edit or delete existing sub-users, simply go to Settings: Sub-Users. 19. Do you have a demo or a manual that will provide more information? When you log in to Online Banking, there is an online manual that is provided by our online banking host. That manual can be accessed by clicking on the Help button at the bottom of any page while in Online Banking or going to the Support tab and clicking on Help. BILL PAYMENT 1. Will my payees carry over after the conversion? Your payees will carry over and be ready for use in the new Bill Payment platform. 2. Will I have access to Bill Payment during the conversion? You will have access to the existing system until Thursday, July 18. Your payees, future and recurring scheduled payments will all carry over into the new system, which will be available to you beginning Tuesday, July Will my bill payment history be affected by the conversion? Your bill payment history will not carry over from the existing system. As a result, if you wish to retain your bill payment history, you should save it by Wednesday, July 17. Legence Bank employees will also be able to research bill payments made from the original system for approximately 90 days after the change to the new system. 4. Will any future scheduled bill payments that were initiated in the previous system still be sent? Future scheduled bill payments will be sent through the original system through Monday, July 22. All future and recurring scheduled payments will then carry over in to the new system and begin being paid through the new system beginning Tuesday, July Will my current ebills carry over after the conversion? Your ebills will not convert to the new system. They will need to be set up in the new system once you have access to it beginning Tuesday, July 23.

5 6. Will my funding accounts be affected by the conversion? All of your funding accounts will carry over into the new system. However, we recommend that you check which funding accounts is deemed to be your default funding account in the new system before paying your first bill in the new system. The new system will choose which funding account pays the most bills and deem it to be your default funding account. 7. How do I add a new payee? Simply go to the Payees tab and choose Add a Payee. You will choose the type of payee you would like to add, enter the details of that payee, and then you will be ready to make a payment to that payee. 8. How do I pay a bill? To make a payment to a payee you already have in the system, simply go to the Payments tab and choose either single, recurring, or scheduled payment, based on which option suits you best. 9. When will my account be debited for a bill payment I sent? Bill Payments can be sent in two ways: electronically and by check. If you initiate a payment prior to 3 PM CST on a business day and the payment goes electronically, your account will be debited that night in the amount of the bill paid. If you initiate a payment and the payment is sent as a check, your account will be debited when the recipient deposits or cashes the check at their financial institution. 10. How do I edit the details of an existing payee? Go to the Payees tab, choose View Payees, then you can find your payee in the list provided and either edit or delete that payee. 11. How do I add a new funding account through bill payment? Simply go to the Options tab, then choose Pay From Accounts. You can then view your existing funding accounts and also add one by choosing Add Account. You will then enter the information requested and click Next. Your new funding account will only be ready to use once a Legence Bank employee approves it. You will be notified when the new funding account is approved and ready for use. 12. How do I get an image or proof of a bill payment I made in the past? You will have the ability to view images of bill payments that were sent out as checks in your Online Banking history. To get proof of payment for an electronic payment, simply contact Bill Payment support or the ebranch.

6 13. I made a mistake on a Bill Payment I made. What can I do? If you make a payment prior to 3:00 PM CST on a business day, you will have the chance to edit or delete it up until 3:00 PM CST on that day. If you realize that a mistake was made after 3:00 PM CST on that day, the payment will already be in processing and will not be able to be edited. 14. I d like to make a stop payment on a Bill Payment I made. What should I do? Contact the ebranch for support in a situation like this. 15. How do I edit my contact information in Bill Payment? Simply go to the Options tab, then to View Contact Info. You can update as you wish on this screen. LEGENCE BANK APP 1. Who do I call if I have questions about the Legence Bank App? Simply call and ask for the ebranch or a Customer Service Representative for support. Additionally, please feel free to call any of our local branches and ask for a Customer Service Representative. 2. How do I find the Legence Bank App? Go to the App Store or the Google Play Store and search for Legence Bank. It will be a free App that can be downloaded when you wish. 3. Do I need to sign up at Legence Bank to use the Legence Bank App? If you are currently a Legence Bank Online Banking user, you will be able to simply log in to the App using your Online Banking credentials. If you do not have Online Banking, go to to sign up or contact your local branch. Once you are set up for Online Banking, log in to Online Banking to set up your credentials. After your first Online Banking login, you will be able to log in to your new Legence Bank App using your Online Banking credentials. 4. Once I have signed up for Online Banking, can I login the first time through the App? You should first log in to Online Banking to set up your credentials. You will then be able to log in to the App after you have logged into Online Banking at least one time and secured your new credentials.

7 5. What information is required for me to login to the Legence Bank App? You will be asked to provide your current Online Banking username and password. 6. Will I be locked out of the App by entering an invalid username or password? After three invalid login attempts, your login will be locked. To unlock your login credentials, contact the ebranch or a Customer Service Representative at your local branch for assistance. 7. If I forget my password and I call the bank to have my password reset, can I change my password through the App? When the bank resets your password, you should first login through Online Banking and change your password. Once your password is changed, you may then log in to the App using your new credentials. 8. What accounts can I see through the Legence Bank App? You should be able to view the same accounts as you currently see in Online Banking. 9. What capabilities do I have with my accounts once I have logged into the Legence Bank App? You will have the ability to view your current balances, view your recent transactions on your accounts, view images of checks that have cleared, transfer funds between Legence Bank accounts, and utilize our great Bill Payment platform, should you choose to do so. You can also contact us directly from the App, activate or deactivate your debit cards, locate a local branch, and more. TEXT BANKING 1. Will my Text Banking change? Your Text Banking, formerly known as Mobile Banking, will not change in any way. You can continue to use this great service as you always have. 2. I want to sign up for Text Banking. How do I do that? Simply contact the ebranch or any of our Customer Service Representatives at your local branch to sign up for this great service.

8 estatements 1. Will my estatements change? Your estatements will not change, and will become available to you as they always have in the new Online Banking platform. Once you inquire on a specific account in Online Banking, you will have a sub-tab called Statements which will route you to your estatements. 2. I still receive paper statements but want to receive estatements. How do I sign up? Simply go to our website homepage at Click on the Activate button under estatements in the gold bubble on the homepage and fill out a short secure form to sign up. Your accounts will be updated accordingly. GENERAL 1. If I need further assistance, whom do I contact? Should you need further assistance with any of our Go!Legence products, please don t hesitate to contact Legence Bank s ebranch at or any of our Customer Service Representatives at your local branch.

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