HVCBank Online Banking FAQ

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1 This document is designed to answer questions that may be asked before, during and after HVCBank s Upgrade to our new Internet Banking System. Please use this document as a guide. If you have any further questions please call Operations. Frequently Asked Questions: What is new in Online Banking? What do I have to do to use the new system? How do I devise a Password to access HVCBANK's Online Banking? What is the Random Code? What is my Security Key Image? Forgotten your Online Banking Password? Why does my Browser's Back Button Not Work? I'm all through with my Online Banking session. What do I do now? I've got quite a few Billpay Payees, Do I have to recreate all of them in the new system? Will my ebills be automatically converted? Are there any computer requirements with the new Online Banking System? Is Online Banking safe? Are my accounts secure? Can anyone else see my account information? Is my information publicly available? How current is the information I obtain through Online Banking? How do I enroll for Online Banking? I get an error message trying to use Online Banking. What's the deal? What is new in Online Banking? Our new system has A LOT to offer our members. We encourage you to use the Online Demo when we go live with the new system. This Demo is located on the right hand side of the login page. It allows you to view the changes within online banking without signing on to your account. Through the demo you will be able to see the login process, set up Bill pay Payees, change the default colors, start pages, and transfer funds, set up an alert and more! The demo will provide you an opportunity to learn all our system has to offer! Page 1 of 11

2 Here are a few items that are new to Online Banking: Account Alerts: Offers you the ability to create notifications in the event that you would like to be reminded of a specific transaction or banking event. The alerts can be set up to be either one-time or recurring. Account Alerts can be sent to you via , secure message or mobile device. (Text message rates may apply.) Color Settings: This security feature allows you to set specific colors to Online Banking so you can easily recognize you are on HVCBank's Online Banking Website. Secure Messaging: Allows HVCBank to send a secure message to you or vice versa. Unlike , all messages are encrypted and secure. This allows us to refer to sensitive data such as account numbers and balances. This is an easy function for you to use since you can use it anytime you are logged into Online Banking. Start Page View: Balance is the default start page of Online Banking. This contains balance information for all accounts. This view can be changed by you in "Options/Customer Info/Select Your Custom Start Page". Check Image View: View or print your cleared checks from account or check services. Bill Pay Service: Allows you to receive, view, manage and pay all of your bills, whether paper or electronic, all from Online Banking. What do I have to do to use the new system? If you are an existing registered Internet Banking user, you will use your existing User Name and temporary password which will be the last six digits of your Social Security Number or TIN (if this is a business account). All users are required to login as 'New Online Banking User' the first time you use the new system. You will need to create 3 new security questions, a security image and provide an address. The next time you login, use the Registered Online Banking User Login. Then enter User Name, password, Random Code (Step 1 of 3). Read and Accept the Disclosure (Step 2 of 3). Create and enter Security Key/Word. Enter your address. Click Finish (Step 3 of 3). The Account Summary Screen of Internet Banking should appear. How do I devise a Password to access HVCBank's Online Banking? Online Banking passwords must be at least 8 characters and no more than 10 characters. Passwords may include upper and lower case letters, numbers. NOTE: special characters cannot be used. Page 2 of 11

3 What is the Random Code? The Random Code is an extra security measure used to eliminate fraudsters from randomly selecting account numbers. It is randomly generated each time you try to log in. What is my Security Key Image? The Security Key Image is used to help you identify our Online Banking as a legitimate site. The text word or phrase you select will be converted to an image. When you log into Online Banking you will see the Security Key Image on every page. Some things to keep in mind: Use a unique set of characters or word(s) that you can use to identify our Online Banking site that has your Security Key Image Do not enter any Passwords Forgotten your Online Banking password? If you have forgotten your password, enter your User Name and the random security code. Make sure you see YOUR personal Security Code. On the right side of the screen use CLICK HERE to reset your password. Answer the questions on the screen to reset your password. (If this is a JOINT account, the questions pertain to the PRIMARY account holder.) If you continue to have difficulties signing on to Online Banking or are not a registered user, contact HVCBank at and we will walk you through the process. Why does my Browser's Back Button Not Work? The back button functionality is disabled while you are logged into our Online Banking site. This is a security enhancement feature that prevents someone from potentially backing into previously viewed pages after session Logout. Page 3 of 11

4 I'm all through with my Online Banking session. What do I do now? Once you've completed your session on Online Banking just click on the "Logout" TAB and the system will log you off. If you forget to click the "Logout" TAB and there is no activity for a 15 minute period while you are logged into Online Banking, the system will automatically log you off. You can change this default time by going to the OPTIONS TAB, CUSTOMER INFO and changing the SESSION TIMEOUT to 1, 5 or 15 minutes. This will prevent other individuals from coming up to your computer and accessing your account information if you forget to logout when you are finished using Online Banking. I have quite a few Billpay Payees, Do I have to recreate all of them in the new system? No need to recreate! All of your currently revised Billpay Payees will follow your account to the new system, including your payment history and scheduled payments. Due Date Payment Model When making payments, users enter the date that the payment is due to the payee. The Billpay processing application will calculate the number of days prior to the due date required to send the payment to the payee. Generally, this is three (3) business day for ACH processing, and six (6) business days for trust check processing. The funds are generally deducted from the user s funding account the next business day after the payment due date, also known as the Effective Date. Same as current BillPay. Page 4 of 11

5 Will my ebills be automatically converted? ebills - If a customer has set up ebills (or their equivalent) with the previous Online Banking, the ebill information will NOT be converted. Customers must re-enter all ebill information and/or logins. o CheckFree ebills - CheckFree does not disable ebills (or equivalent) until the last processing date and does not turn them off prior to that date. As a result, most customers will not receive a paper bill for their next payment before they have the opportunity to re-establish ebills in the New Internet Banking system. Some merchants do not allow more than one ebill per customer. Some merchants may also delay the re-establishing an ebill for up to 90 days, while others will allow the customer to proceed and set it up immediately after it s been disabled. The customer may receive an alerting them when the ebill has been terminated as well as when they will be able to request a new one. This is likely to happen after CheckFree disables the ebill. NSF/Blocked Accounts If an account does not have funds to cover a payment (NSF), the account will be immediately blocked from making subsequent payments until funds are available to settle the NSF payment. Once the payment is settled, the block on the account will be removed within three (3) business days after settlement. Stop Payments Stop payment requests are only available for the check payment method. Stop payment requests cannot be submitted for ACH (electronic) payments. Payee Name Changes - Due to the naming conventions used by various processors, payee names/descriptions on the payee information may change for the customer. Payment Method Changes Due to varying relationships between payees and various processors, payment methods can and do change post-conversion relative to the relationship that Bill Pay has with those payees. It is possible that prior to the conversion, a payment may have been sent electronically that will change to check, and vis versa. Pop-Up Blockers BillPay Single Sign On/SSO uses a secure sign-on which opens a new window to access the payment interface. Users must disable pop-up blockers for this functionality. Page 5 of 11

6 Bill Pay Downtime (All Vendors) Bill Pay will be unavailable for the full duration of the conversion. The Bill Pay system will be upgraded from 12:00 a.m. on February, 28 to 12:00 p.m. on February, 29. The Bill Pay system will be unavailable at this time. CheckFree Enrollment CheckFree requires that enrollment in CheckFree Billpay be discontinued by no later than the last business day of the month prior to conversion. CheckFree does not receive an enrollment file from their Payment Center until after the fifth business day of the month. Go-Lives need to be scheduled after this time and ensure that Harland Financial Solutions receives accurate deconversion data. ***No New Bill Pay enrollments after 1/31/2012 o Single Sign-on (SSO) CheckFree cannot disable enrollment. Please ensure that customers are notified not to enroll via your current Internet Banking interface. Payment History Customers will not be able to view any payment history in the Bill Pay System from February 28 th till sometime on or before March 6 th. Bills that were set up on or before February 27 th for payment between February 28 th and March 5 th will be paid even though the customer will not be able to view payment history. Please do not reschedule these payments during this period of time as that will duplicate payments. Customers will be able to schedule new payments once the system is available on February 29 th. Set Primary and Secondary Funding Accounts - The new Bill Pay System requires the designation of a primary funding account (FA) which was not required in the previous version. If you are using more than one funding account to pay your bills then you will need to review each payee to make sure that they are being paid from the proper funding account. Page 6 of 11

7 Are there any computer requirements with the new Online Banking System? Internet access (28.8 Kb or higher recommended) Monitor resolution of 800x600 or higher One of the following web browsers* installed: Windows (Vista, XP and 7) Internet Explorer (version 7.0 +), Mozilla Firefox (2.0+), Opera (version 9.0 +), Safari (version 3.0 +), Chrome (version 4.0+) Mac Safari (version 3.0+), Internet Explorer (version 7.0+), Mozilla Firefox (All), Opera (version ), Chrome (version 4.0+) Linux/Unix Mozilla Firefox (all versions), Konqueror (version 3.0+), Opera (version 5.0+) *The following browsers are not compatible with Online Banking version AOL, WebTV, OmniWeb, icab, Netscape Navigator, Lynx. Beta browsers are not supported by Internet Banking. Page 7 of 11

8 Is Online Banking safe? Are my accounts secure? HVCBank has taken many steps to ensure that your financial transactions are secure when you are conducting Online Banking through the Internet. The two most important security features of Online Banking are your Password and your SSL (secure socket layer) enabled browser. Online Banking Password: Your password is known only to you. Without it, you cannot access your HVCBank account through Online Banking. For your protection, HVCBank recommends that you memorize your password and do not write it down. You should never give your password to anyone or let anyone see you enter your password when you are logging into Online Banking. In addition, we recommend that you periodically change and do not use easily identifiable passwords. NOTE: Special characters cannot be used. To enhance the security of your password, when you enter the Online Banking system, you will have only a limited number of times to input your password. If you exceed the limit, Online Banking will deny you entry into the system, even if you enter the password correctly. If you accidentally become blocked from entering Online Banking, give us a call at If you think your password may have been compromised or you notice any unusual activity on your HVCBank s account, contact HVCBank immediately at Keep all documents that include your account information in a secure place, so that confidential information cannot be obtained by others. These documents include ATM receipts, account statements, your ATM Personal Identification Number, and your password. SSL Enabled Browsers: Your SSL enabled browser contains the necessary encryption algorithms to "scramble" the information that is transmitted between you and HVCBank s computer system. This ensures the confidentiality of information you submit electronically. Page 8 of 11

9 Can anyone else see my account information? Is my information publicly available? Online Banking requires a correct account number, random security code, and password to access confidential account information stored on the HVCBank s computer system. Unless you share your password with someone else, no one other than you will be able to access your account information through Online Banking. To enhance your security we recommend that you periodically change your password. We also strongly recommend that you install anti-virus and anti-malware security applications on your computer. Be sure to update the signature files in these applications regularly. How current is the information I obtain through Online Banking? The information available to you through Online Banking is the exact information stored on our computer system at the time you sign-on to Online Banking. The information you receive through Online Banking is the same account information you would receive if you inquired about your accounts in a branch or through an ATM. During business hours, any transactions you initiate through Online Banking will be posted to your account immediately on the HVCBank computer system. During non-business hours, withdrawals and deposits immediately update the "Available" amount in the affected account, but the actual "Balance" is not updated until the start of the next business day. In either case however, if you transferred funds from your savings account to your checking account, the funds would be immediately available in your checking account. After transferring funds, you could immediately initiate a withdrawal at an ATM or through a teller at a branch office. Page 9 of 11

10 How do I enroll for Online Banking? To sign up for HVCBank s Online Banking, fill in the information below. When you have completed the form, click the submit button provided at the end of your application. After we receive this form with your electronic signature [15 U.S.C et seq.] indicating that you have read and agreed to the Access Agreement and Electronic Fund Transfer Act Disclosure, a HVCBank Representative will call you to verify your information. You will be provided with your login ID and a temporary password so you will have online access to your HVCBank accounts. For security purposes, the first time you log in you will be asked to change your password. I get an error message trying to use Online Banking. What's the deal? HVCBank's Online Banking was designed to deliver immediate, hassle-free access to your accounts the first time, and every time you sign on. But on rare occasions, the ride isn't quite as smooth as that and you'll encounter an unusual (sometimes cryptic) error message. In some cases you can perform an instant fix that gets you back on track quickly. Other times, though especially if we're having challenges on our end we have to beg your patience. Here is a list of the most common error messages you may have received: "There has been a problem during transit." Here's an error message that, usually, you can do something about. It often occurs when your browser is not set up to store a small, temporary "cookie" on your computer necessary for proper Online Banking functioning. If you turned down an invitation to "accept cookies" when signing on, go back, sign on again, and choose to "accept cookies." Other times, though, the error message pops up when you use your browser's "Back" or "Refresh" buttons, instead of the navigation buttons provided on-screen. In this case, the solution is to click "Log Off" in the Online Banking session to return to the "Log In" screen, sign in again, and proceed to use Online Banking without using your browser's "Back" or "Refresh" buttons. "This transaction has either been cancelled or completed." Don't be fooled by the misleading language with this one. What is the real source of the problem? Just like the case above, chances are you used your browser's "Back" button during the course of an Online Banking transaction. To avoid Page 10 of 11

11 the message, always use the "Go Back" and "Continue" navigation buttons provided by the Online Banking Application. To recover from the error message, it will be necessary to sign on to Online Banking again from scratch. It would be a good idea to confirm that the transaction was not completed before performing it again. "You are not authorized to access the system at this time." Your access level to the Online Banking Application has been restricted altogether. Restoring full access to the system will usually require you to contact HVCBank during business hours to remedy the situation. "This function is not available to you, for assistance please contact your HVCBank." This message is very misleading and happens during a transfer process. After you enter the amount that you want to transfer, if you hit the "Enter" key instead of clicking on the "Next" button, the transaction will not be processed and you will get the above message. Simply repeat the transfer process and click on "Next" to complete the transaction. Page 11 of 11