Online Banking and Bill Pay FAQs

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1 Online Banking Why does it say Jack Henry and Associates in the URL in my browser bar when I log in to online banking? When you log in to Cape Cod Five Online Banking, you may have noticed that Jack Henry and Associates, Inc is the vendor providing online banking services and the owner of the security certificate for the site. The security certificate, which helps ensure that the site you are going to is authentic, says, Jack Henry and Associates, Inc (US) on some browsers including Firefox. It is one layer of security, along with your personal watermark, that helps you to identify that you are on the correct site. In the upcoming weeks, the security certificate in green in our example will read Cape Cod Five Cents Savings Bank and the URL will change to include the Bank s name. Why do I need a text message security code? Certain transactions, including username, or password changes, and external account transfers, require a security code. You can input a phone number (must be a US-based phone number) capable of receiving text messages on this screen. If you do not provide a number, you will be prompted to contact the Customer Service Center to obtain a security code when you are doing these transactions. If you have any questions, please call the Customer Service Center at Where is my account activity history? History in Online Banking will accumulate up to 18 months including your March activity. Statements with additional history will be available in June. If you need any transaction history in the meantime please visit a branch and they will print history for you at no charge. Your Bill Pay history is now available and can be accessed by clicking on the payee name and then on the history button to the right. Where are my check images? Your check images for any checks written and processed after April 23 will appear in Online Banking now and you can click on the link and see the image. Images from before April 23 will be available in Online Banking by June. In the meantime, if you need any check images that are not showing, please stop by a Cape Cod Five Branch or call the Customer Contact Center at and we will provide those images at no charge.

2 I used to categorize my transactions and now I cannot, what happened? We apologize for this inconvenience. The ability to categorize transactions will be made available in the upcoming weeks. Our Retail Online Banking customers will be able to categorize transactions, and create reports based on categorized transactions. Where is my Bill Pay history? Twelve months of Bill Pay history is available in Online Banking. To view the consolidated list of payments for the past twelve months, click the view more link under History. Then select the link History prior to 04/24/2015, you will view the previous twelve months of your payments prior to the Systems Upgrade. To view payments processed from April 27 forward, click on the Payee: Then click on History to the right:

3 Why can t I find Consumer Cellular on the list of drop down choices for text messages? We apologize for the inconvenience. Third-party providers of cell service such as Consumer Cellular and Boost Mobile are not supported by the current system. We will work with our vendor and try to make this an option in the future. Also, please note that you will not be able to receive mobile text message alerts through Online or Mobile Banking. Where are my external transfers? External transfers will need to be reestablished once you have logged into Online Banking. How do I use Quicken with Upgraded Online Banking? Here are guides from Intuit to assist you. Quicken for Windows '12 to '15 - Web Connect Quicken Essentials and Quicken for Mac Web Connect How do I use Quickbooks with Upgraded Online Banking? Here are guides from Intuit QuickBooks for Windows '12 to '15 - Web Connect QuickBooks for Mac '12 to '15 - Web Connect Bill Pay Is Cape Cod Five Bill Pay secure? Paying bills online is one of the safest ways to pay your bills. Cape Cod Five Bill Pay helps guard against identity theft from lost or stolen checkbooks, bills and statements. It also increases your privacy because only you can access your account information, account numbers and payment history. As a result, you maintain tighter control of your account with real-time access to your payments activity. If you have any questions, please call our Customer Service Center: How are my payments displayed in Bill Pay? After you login on the online banking webpage, click on the Bill Pay tab and then click on Payments. Bills are shown as paid on the day when the bills are presented for payment. Prior to that, any bills that you pay will be listed in the Pending section of the webpage. Click on View More to see additional details about your payments and when they are scheduled to be delivered.

4 How do I add an account to my current list of Bill Pay accounts? Contact the Customer Service Center at to add accounts to Bill Pay. Do I have to reestablish recurring payments and ebills? Recurring payments you set up prior to April 23 should be available to you. ebills will have to be set up again. Please also note that NSTAR is now Eversource when you do reestablish these. Access to Bill Pay history: click on the Payee and then click on history to the right When I set up future payments when will it be paid? In the Payments tab, there is a payment date area. In this area the deliver by date is the date by which the payee should expect to receive payment. You set the payment date which is the date you want the payment to begin processing, the system will set the deliver by date.

5 If you have an ebill, the Due by date will appear as information. You will still choose the date on which you would like the payment to begin processing and the Deliver by date is calculated by the system according to the payment method: check or electronic (on the right hand side). How are online payments delivered? Payments are sent one of two ways electronically or by paper checks. The majority of payments are delivered electronically. Your payment information, such as your account number, is sent via secure transmission. All other payments are made by paper checks that are mailed via the U.S. Postal Service. How long does it take before my payment is received? Generally, your payment is received within 2 to 7 days, depending on whether or not it is sent electronically or via paper check. How are the scheduled payments processed with Cape Cod Five Bill Pay? Most scheduled payments are sent electronically and funds are withdrawn from your account on the payment date. What is the latest time of the day that a bill payment can be made and processed on the same business day? Bill payments made prior to 3 p.m. will be processed on the same business day. Bill payments made after 3 p.m. will be processed the following business day. When will electronic payments be processed? For bill payments delivered electronically, the funds will be withdrawn from your account the evening of the business day prior to the payment delivery date. How long will it take to process a paper check sent from Bill Pay? If a paper check is sent from Bill Pay, the funds will not be withdrawn from your account until the check clears, is presented for payment by the payee and is processed. ebill example: Non-eBill example:

6 My Bill Pay payees are missing.help?! If you are missing payees, please contact the Bank s Customer Contact Center at My bill payment history is missing Bill payment history will be available beginning May 4. Where do I see pending payments? Go to Bill Pay then payments. On the right side of the screen is the Pending Bill Payments section. You can also set up window for pending bill payments in NetTeller. Will I still be notified when bill payments are due? Notification of bill payments can be delivered two ways. First, if you set up ebills, you will get a notification in Bill Pay that a payment is due. You can also add reminders about a payment due after you set up new payee by clicking on the payee name and choosing Add Reminder from the list to the right of the of the screen under the heading Additional actions. What browsers can I use while paying my bills? Internet Explorer version 8 and above Firefox version 24 and above Safari version 5 and above for Mac Google Chrome version 31 and above Why am I getting a message telling me to enable cookies? A cookie is a small file that is downloaded onto your computer when you access certain websites. It allows a website to recognize users when they return to a site. If you are using certain devices and bowsers (like an Apple device with a Safari browser), when you try to use Bill Pay you will receive a message telling you to enable cookies. You must go into the setting of your computer or device and allow it to accept cookies for our website.

7 Enabling third party cookies for Safari 5 Click Safari menu and select Preferences. Click the Privacy toolbar button. Block cookie section, click the radio button Never. Click the Close button to save your changes. Close the browser, open a new browser session and try to access online banking again. Enabling third party cookies for Safari 7 Click Safari menu and select Preferences. Click the Advanced toolbar button. Check the box labelled: Show Develop menu in menu bar. The Develop menu will appear. Select Empty Caches. Click the Privacy toolbar button (in Preferences). Enable cookies by clicking Never under Block Cookies and Prompt for each website once each day under Limit website access to location services. Close the browser, open a new browser session and try to access online banking again. Enabling third party cookies for Safari 8 Click Safari menu and select Preferences. Click the Privacy toolbar button. Enable cookies by clicking Always allow under Cookies and website data and Prompt for each website once each day under Website use of location services. Click the button Remove All Website Data. Click Remove Now in the pop up window that appears. Close the browser, open a new browser session and try to access online banking again. FYI: Once you have accessed online banking/bill pay with no errors, you may reset Cookies and website data to the default setting of Allow from websites I visit, if you want. Enabling third party cookies from your Safari ipad home screen version A Select Settings from your ipad home screen. Scroll down the Settings column and tap on Safari. Click on Clear History and Website Data (towards the bottom of the Safari column). FYI: Depending on the version of Safari, you might see a screen with three separate options. See below: Enabling third party cookies from your Safari ipad home screen version B. You ll be prompted to verify that you really want to do this. Tap on Clear. FYI: It will point out that this is also going to delete the history from other devices using your icloud account. Tap on Block Cookies. Enable cookies by tapping on Always Allow (you should see a check mark on the right-hand side). FYI: Once you have accessed online banking/bill pay with no errors, you may reset Cookies and website data to the default setting of Allow from websites I visit, if you want. Enabling third party cookies from your Safari ipad home screen version B

8 Select Settings from your ipad home screen. Scroll down the Settings column and tap on Safari. You will see three separate options: Clear History, Clear Cookies, Clear Cache. Click on all of them, one-at-a-time, and for each one complete the following step: When you see the Clear History confirmation window, tap on Clear. Tap on Block Cookies. Enable cookies by tapping on Always Allow (you should see a check mark on the right-hand side). FYI: Once you have accessed Online Banking/Bill Pay with no errors, you may reset Cookies and website data to the default setting of Allow from websites I visit, if you want.