Blackhawk Online Banking Frequently Asked Questions Get to know a little more about Blackhawk s new online banking service.

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1 Smart Advice. Friendly Service. Locally Owned. Blackhawk Online Banking Frequently Asked Questions Get to know a little more about Blackhawk s new online banking service. Existing Online Banking Users Logging on to new Blackhawk Online Banking What are some benefits of the new Online Banking system? With our new online banking platform, you will have all of the features on our current site, plus access to a brand new mobile banking site. You can personally configure your start page and choose from a robust offering of new online banking alerts. The new system will ensure we can continue to keep your information safe with the newest security features. These and many more new features are explained in depth in this Online Banking Resource Center. Is there an additional step if I am using the Bill Payment service? Yes, you will need to reset your multi-factor security upon login. Basically, you will answer security questions plus a security image (picture), and you re all set! I forgot my password what do I do? Our Call Center can help reset passwords. Call (800) or (608) Will my username change? No, as long as it fits within the new parameters. Your User ID will now be referred to as Online Banking ID. Will my password change? Yes. You will still need your old password but you will be required to change it upon your first login to the new Online Banking site. You will be prompted to enter your existing password and a new password. Will my watermark change? Yes. You will need to select a new secure image upon login to the new Online Banking site. Will my security questions change? Yes. If you are prompted you may need to select new security questions. What will I need to do upon my first time logging in? 1. Login with your existing user name and password 2. You ll be prompted to change your password 3. Select a security image (picture) that you can remember 4. Answer three security questions 5. Accept the agreement for the new online banking disclosure 6. Confirm your agreement 7. You re in! How often do I need to change my password? To better secure your account, you will be prompted to update your password every 180 days.

2 What is the inactivity timeout for online banking? The timeout is set at 10 minutes. After 9 minutes of inactivity, the system will pop up a Session Timeout Warning window that begins a one minute countdown. You can choose to continue your session by clicking the Continue Session button or choose to close your session by clicking the Close Session button. If you do not click either button within the one minute limit, the system will automatically log you out of your session and present you with a pop up window that states, You are now logged out! Clicking the OK button on this pop up window will return you to the online banking login page. New Users of Blackhawk Online Banking What if I have never used Online Banking before? If you have never logged in to Online Banking before, you will need to enroll first before proceeding. Go to the home page of online banking and click on the Enroll Now Button. You will be asked to fill out the following information: First Name Middle Initial Last Name Address City State Zip Code Account Number Phone Number Address Once submitted, your enrollment will be processed and you will be notified within one business day that your username and password has been created in the system. Then you ll be ready to log on to online banking. For immediate access please contact our Call Center at (800) or (608) during business hours. Changing Your Online Banking ID and Password How do I change my Online Banking ID? Your Online Banking ID is one of the key elements to your online security. We encourage you to change your ID on a regular basis; every 180 days is a good security practice. In order to change your Online Banking ID, you have a few options. Option 1: Upon initial log in, you can change your ID during setup. Option 2: You can also change your ID any time by clicking the My Profile tab. What are the requirements for my ID and password? To help ensure the safety of your personal information online, create unique IDs and passwords so that they cannot be easily guessed and never share them with anyone. The requirements for login on credentials are as follows: Online Banking ID: Must be between 6-12 characters in length Must start with a letter. Must be letters and numbers, no other characters. Is not case sensitive Must not be in use by another account Online Banking Password: Must be between 6-10 characters in length Must not repeat the same character more than four times Must contain at least three non-alphabetic characters May contain the following special character:!#$%&()+,-/<=>?[/]^{ }[\] Must be at least three alphabetic characters

3 Viewing & Printing Transactions Where can I review my pending transactions? Reviewing a list of your pending transactions is one of the most common requests within online banking and can easily be accessed from the home page of the website. Once signed in, on the My Dashboard page, go to the My Accounts widget. Look for the account you want to review and click on the word Holds. How do I print transactions? Printing transactions can be done by using the download functionality in Online Banking. There are two options for printing transactions: Option 1: Once signed in, on the My Dashboard page, look for the My Accounts widget. Select the account you want to search for transactions. This will take you to the transaction view page. In the lower right hand corner of the page is the print preview button. Simply hit the print preview button and your transactions will be displayed in a PDF format file. Option 2: Once signed in, on the My Dashboard page, look for the My Accounts widget. Select the account you for which you want to look for transactions for. This will take you to the transaction view page. 1. Select Download from the submenu that is above the transactions. 2. Select your Download Range, which is either Since Last Statement or Between Dates that you define 3. Select Download Format (for printing and data formatting, Spreadsheet (CSV) or Word Processing (TXT) are best. 4. Click Download button 5. The page has finished processing, click the link in the center of the page that starts with Transactions from You can choose to Save the file or Open the file. If you choose Open, the transactions will be displayed in a spreadsheet or word processing programs where you can use the print feature of that program. E Statements Where can I register for estatements? Signing up for estatements can be done by clicking on the Services tab and selecting Continue on the line of estatement Enrollment. Next, select the statement type you want and enter the address that you would like your estatement notifications to be sent to and click the Continue button. How do I print my estatement? Once your estatement is displayed, use the PDF print mechanism. Blackhawk Online Banking New Features Click on the Online Banking manual to view how to use our new features. Why shouldn t I use my browser s back button to navigate the website? For security reasons your browser s cache is automatically disabled while using online banking. If you use the back button, your browser assumes the page has expired and will ask you to submit your request again. It is best practice to use the main tabs to navigate the website. Where do I access my credit cards? Your credit card transactions will be displayed just like all of the transactions of your other accounts. Does the website list my active debit cards? No. For security purposes we do not list active debit card number information. All transactions will be available in your checking history.

4 Can I access my Score Card rewards points balance? Reviewing your Score Card reward points balance can be done by clicking on the Services tab and selecting Continue on the line of Score Card reward Points. How do I access my tax forms? We don t offer access to your tax forms at this time. Where can I reorder checks? You can reorder checks through our Online Banking site. Log in, go to the Accounts tab and click on the Checks Reorder sub tab. A new window will open with a list of check options to choose from. Can I pay my mortgage online? Is it real time? Yes, you can make a mortgage payment online by transferring money from one account to the mortgage loan. At this time, the payment information will not be updated until our overnight processing runs, so you will not be able to view new balances until the next business day. To view other features, look at our Online Banking manual. E-Alerts Will my existing e-alerts need to reset or will they transfer? No. Your e-alerts do not have to be reset. How do I set up my alerts? Setting up e-alerts can be done by clicking on the Services tab and selecting Continue on the line of ealerts. This will open a screen where you can select the different ealerts for the credit union. Can I set up security alerts? Signing up for security ealerts can be done by clicking on the User Options tab and the Alerts submenu item. Downloads How do I set up Quicken with the new online banking system? With the completion of our online banking conversion, you will need to modify your Quicken settings to ensure the smooth transition of your data. You will have to first set up your new online banking username and password. You will then have to reconnect your Quicken account with your credit union account. To begin, start by performing the following steps: Complete First Time Log On to online banking and create your username and password Backup your Quicken data Deactivate your account for Web Connect & One Step Update Reactivate Web Connect & One Step Update Select Blackhawk Community Credit Union NEW as your institution Enter your new online banking username Enter your new online banking password Reenter your new online banking password Select which transactions you wish to download Review your updated account info Alternatively, you can use the Add Account feature inside Quicken, select the institution, and fill out your name and password. When the accounts are recognized you can select the option to link to current accounts. More detailed Information and tutorials on Quicken/Quickbooks can be found at

5 Software Versions Which Internet browsers can I use to access my accounts online? Recommended browsers (current and prior major release): Microsoft Internet Explorer (IE) Firefox Safari Note: Microsoft no longer supports Internet Explorer versions older than 6.0 and security updates are not available. Therefore, users attempting to access online banking with a version of IE older than 6.0 will be denied access. Please download one of the browsers listed above. The latest release of Safari, version 5.1.5, is not compatible with the initial log in process. To complete the initial log in process we suggest using Chrome or Firefox. The following types of browsers and tools are not recommended for use with online banking: Beta versions Embedded browsers within Personal or Commercial Financial Management Software, such as Quicken, Quickbooks, etc. Browser Add-Ins and Toolbars (IE 7 Pro, Google, Yahoo, etc.) If you are not using a recommended browser, or are using an embedded browser or browser add-in, you may experience functionality issues with online banking. If this occurs, please download one of the browsers listed above or remove the add-in and try again. Click one of the links below to download one of the recommended browsers. Internet Explorer Firefox Safari Can I use online banking with Internet Explorer 6? Internet Explorer 6 has known security issues and is not supported for online banking. We suggest updating your browser to the latest version of Internet Explorer, or downloading an alternate browser like Mozilla Firefox or Google Chrome. Download Internet Explorer 9 Download Internet Explorer 8 for Windows XP Download Mozilla Firefox Download Google Chrome The Credit Union does not represent any of the products listed and makes no endorsements, representations or warranties regarding the products or services of any one Internet browser. The selection of an Internet browser is solely at your discretion. Can I use online banking with Internet Explorer 7? Internet Explorer 7 does not fully support all functionality within online banking. You may encounter technical difficulties when using Internet Explorer 7 to access the website. We suggest updating your browser to the latest version of Internet Explorer, or downloading an alternate browser like Mozilla Firefox or Google Chrome. Download Internet Explorer 9 Download Internet Explorer 8 for Windows XP Download Mozilla Firefox Download Google Chrome The Credit Union does not represent any of the products listed and makes no endorsements, representations or warranties regarding the products or services of any one Internet browser. The selection of an Internet browser is solely at your discretion. How do I know what browser version I m using? From the online banking log in screen, click the Test Browser link in the upper right hand corner of the screen. Click the Begin Check button and the window will display your browser version.

6 How do I enable cookies in Internet Explorer? Open your Internet Explorer browser and: (For IE Versions 7 and 8) Click the Tools menu, then click Internet Options (For IE Version 9) Click the gear icon, then click Internet Options Once inside of Internet Options click the Privacy tab Click the Sites button In the Address of website box, type Click the Allow button and click OK Click OK or close the Internet Options dialogue box How do I disable Pop-up Blocker in Internet Explorer? Open your Internet Explorer browser and: (For IE Versions 7 and 8) Click the Tools menu, then click Internet Options (For IE Version 9) Click the gear icon, then click Internet Options Once inside of Internet Options click the Privacy tab Look for the Pop-up Blocker section and click on Settings In the Address of website to allow box, type *.netteller.com Click Close Click OK or close the Internet Options dialogue box Can I complete initial login to online banking using Safari on a Mac? The latest release of Safari, version 5.1.5, is not compatible with the initial log in process. To complete the initial log in process we suggest using Chrome or Firefox. I m unable to access Bill Bay in Safari for Windows. The current version of Safari for Windows will not display bill pay at this time. In order to view this properly we suggest using Internet Explorer 8 or 9, or Firefox. Bill Pay How does the new online banking platform affect my Bill Pay setup? Your existing Bill Pay home screen will now be inside the online banking website. You can click the Bill Pay tab to view your existing Payees, review payments, and perform all actions as you did prior to the conversion. Where is my Bill Pay screen? Click the Bill Pay tab and you will be presented with your Bill Pay home screen housed within the online banking website. From there, you can view your existing Payees, review payments, and perform all actions as prior. In order to make this common option easy to find, it is listed in the tab structure on all the pages within the online banking website. Will I need to set up a new security question for ipay? Yes. During conversion your old security information for IPay will not longer be valid. You will need to select a new secure image and answer new security questions upon your first use after conversion. Will I lose any of my bill pay history? No. The only change to Bill Pay is the secure access. All of your data and history will be available.

7 Blackhawk Mobile Banking How do I sign in to mobile banking? All you need to sign on to mobile banking is a smart phone and an active account in our Online Banking website. If you have an active Online Banking account, you should have a username and password when signing on with your PC. If you have not completed this step, you must complete the Register Online. To get started with Mobile Banking, simply go to on your mobile browser and sign on using your Online Banking credentials. You will be prompted to read and accept the mobile agreement and provide your mobile number and mobile provider. Once you have accepted the agreement you will be brought to the home page of your mobile banking site. Note: In order to accept the mobile agreement you will need to provide your mobile number and your mobile provider. This will not automatically sign you up for text banking -that is a separate sign up. What is Text Banking? Text Banking is a convenient tool for keeping in touch with your finances from your mobile phone. As an alternative to the mobile banking website, you can utilize Text Banking to request information on your accounts. To sign up for Text Banking, log on to the online banking website. Once logged in, click on the My Profile tab. Next, choose the Mobile Settings sub tab and click on the Text Settings option. Type in your mobile number and select the accounts you would like to authorize for Text Banking. You can assign your accounts short names for ease of use later. Review and agree to the Text Banking Agreement. Finally, you must text your validation code to Note: Message and data rates may still apply and you should check with your mobile provider for details. To use Text Banking, send a short text to telling us what you want to know, and we ll text back the answer to your inquiry. Here are the text requests you can make to 89549: Bal = All Acct Bal Bal Acct Name = Single Acct Bal Hist = All Accts Recent Activity Hist Acct Name = Single Acct Activity Help = Commands Stop = Cancel If you have signed up multiple accounts, you can request specific account information by texting the commands followed by the account short name created in the enrollment step. For example, if you named your checking account chk and want to request the balance of said checking account, you would text Bal chk to Q. What are the restrictions on the type of mobile devices that can be used to access accounts? A. Our mobile solution works with any web-enabled mobile phone device whose network allows secure SSL traffic. Q. What functions can I perform from my mobile device? A. You can: View Transaction History View Account Balances Transfer Funds between accounts Pay Bills to existing Payees with iphone or Android phones View Alerts Q. In Mobile Banking, how do I know if my transfer or bill payment was entered successfully? A. If you have selected to receive text alerts, each time you make a transfer or bill payment, a confirmation SMS Text Message is sent to your mobile device. If you do not receive a confirmation text message, double check to make sure the transaction went through via traditional online banking.

8 Q. What type of mobile banking do we offer? A. We offer mobile banking to anyone who has texting or an internet browser. Q. What smart apps do we support? A. All iphone or Droid apps. All others via our Web Application. Q. Are there some carriers that don t support Text banking? A. Cricket wireless Q. Can I register more than 1 phone? A. No. Only one phone number can be registered per account for text banking. Smart apps do not need to register a phone. Q. Can I send multiple requests in one text? Example, can I ask for a balance on savings & checking? A. No. You ll need to send multiple individual requests. Q. Can I transfer in cents? A. Yes, any amount. But you don t need it. Amount 250 Read as $ Amount Read as $ Q. Is it case sensitive? A. No. Both of these will work: BAL bal Q. What does the 1/2 mean in a text received? A. You are reading the first in a series of two messages. The second message will read 2/2. Q. Why are messages out of order? A. Depending upon your mobile provider, some messages may take longer to send. Q. Why are inquiries received as multiple text messages? A. Texts are limited to 160 characters. If your message exceeds that limit, you will receive multiple messages. Q. I m enrolled in Text Banking & have text messaging on my phone but am not getting BHCCU messages? A. Text banking uses SMS (short messages). These may be blocked on your phone. Enable short codes with your mobile provider. Q. Can we support a Blackberry? How? A. Yes, using our mobile Web App. Q. What are the command functions? A. <5-digit number> Security code texted to when enrolling or changing enrollment information Help Returns command references Bal Returns balance for all enrolled accounts Bal <mobile short name> Returns balance for specified account Hist Returns last 4 transactions for all enrolled accounts Hist <mobile short name> Returns last 4 transactions for specified account Stop Disables enrollment for text mobile banking *Note: SMS messages are not case sensitive

9 Q. What is our BHCCU Text banking phone number? A Q. How is Text Banking different than the smart apps? A. It is faster but a little more limited in the types of transactions. If you just want something simple like a balance, text may be the fastest. Q. How is the WAP (Web App) different from smart apps? A. Our WAP has all of the same features of the Android and iphone apps in a simple text format. Q. Do I need internet access to use mobile? A. No. You can still use Text Banking. Internet access is needed for WAP or smart apps. Q. Will we be able to tell if a transaction was done by a mobile phone? A. Yes. The transaction history will be proceeded with the word mobile. Example: mobile transfer. Q. Do I sign in with my home banking password? A. Yes for smart apps and WAP. Text banking does not require a sign-in. Q. How do I know if my transfer or bill payment was entered successfully? A. If you have selected to receive text alerts, each time you make a transfer or bill payment, a confirmation SMS Text Message is sent to your mobile device. If you do not receive a confirmation text message, double check to make sure the transaction went through via traditional Online Banking. Q. What if I no longer want to be a mobile user? A. Log in to BHCCU s online banking site > Select Options > Mobile Settings > Deselect Activate Mobile Banking Access > Click Agree. Q. What happens if I lose my mobile device? A. Since your account data is not stored on your mobile device, your information cannot be stolen. When you replace your device, simply edit your Mobile Settings and make any changes to the Wireless Provider and/or Phone Number. Q. Why can t I add a new payee? A. Functionality is limited to sending payments to already established payees. To add a new payee, log in to the online banking site, select Bill Payment, and add a new payee. You can then submit payments to that payee via your mobile device. Q. What happens if I lose communication/signal during a transaction? A. When you complete a transaction from your mobile device (bill payment, funds transfer, etc.) you will receive an SMS Text Message as confirmation that the transaction was successful. If you do not receive this message due to a dropped call or lost signal, check your accounts and re-submit any transactions that did not process. Q. What do I need to do if I get a new phone? A. If you simply get a new phone but keep the same phone number and provider, no changes on your part are necessary. If you switch providers and/or phone numbers, log in to your NetTeller account via the Internet and update your information on the Options > Mobile Settings page. You will not receive SMS Text Messages regarding Mobile Banking transactions if your phone number is not correct. Q. How can I search for a transaction? A. You will only be able to view 15 days worth of transaction history on your mobile device. There is not a search feature.

10 Q. Can I use any mobile device to access my accounts? A. Yes. You can access your accounts via any mobile device that is web-enabled and allows secure SSL traffic. The only difference is that SMS text messages will be sent to the phone number entered when enrolling for mobile banking, not necessarily the device from which you perform a transaction. Q. Can I add a new Bill Payment Payee via mobile banking? A. No. For security purposes you can only add payees already established through Bill Pay in Online Banking. Q. How do I delete a Bill Payment that I set up through my mobile device? A. You must log in to Online Banking and delete the payment from the main menu of the Bill Pay module. Q. When I try to enter an amount for a bill payment or transfer, I can t enter any numbers, only letters. Why? A. Check your phone s settings to make sure you don t have Alpha-only enabled on the keypad. Q. What if I can t get my mobile device to work with Internet Banking? A. There are a number of reasons that you may experience trouble accessing the mobile version of internet banking on your phone. To use the mobile version, your phone needs to meet the following minimum requirements: 1. Your mobile device must be web enabled. 2. Your mobile network must allow secure SSL traffic. (You may need to contact your mobile provider to determine this.)