1000 Northbrook Drive Trevose, PA 19053 Funds Xpress Home Banking Frequently Asked Questions TABLE OF CONTENTS COMPATIBILITY AND TECHNICAL ISSUES... 3 HOW DO I KNOW IF MY WEB BROWSER IS COMPATIBLE WITH TRUMARK FINANCIAL S ONLINE BANKING WEBSITE?. 3 I AM ATTEMPTING TO ACCESS TRUMARK FINANCIAL S ONLINE BANKING WEBSITE USING SAFARI; HOWEVER, I KEEP ENCOUNTERING ISSUES.... 3 I AM A QUICKEN WEB CONNECT USER AND AM HAVING DIFFICULTY IMPORTING MY TRANSACTION HISTORY.... 4 MY BROWSER S SECURITY SETTINGS ARE BLOCKING ACCESS TO ONLINE BANKING. HOW CAN I ACCESS TRUMARK FINANCIAL S ONLINE BANKING WITHOUT REDUCING MY SECURITY LEVELS?... 4 SECURITY... 4 HOW DO I KNOW I AM ON A SECURE INTERNET SITE?... 4 HOW OFTEN DO I HAVE TO CHANGE MY PASSCODE?... 4 HOW DO I EXIT SECURELY?... 5 WHAT CAN I DO TO MAXIMIZE SECURITY ON YOUR WEBSITE?... 5 WHY IS A SECURE E-MAIL MESSAGE NECESSARY?... 5 WHAT IS LAST LOGIN?... 5 HOW CAN I CHANGE MY SECURITY QUESTION AND/OR ANSWER?... 5 HOW CAN I CHANGE MY ACCESS ID?... 5 HOW DO I CHANGE MY PASSCODE?... 5 WHY CAN'T I CHANGE MY PASSCODE WITHOUT GETTING AN ERROR MESSAGE?... 5 CAN I USE SPECIAL CHARACTERS IN MY PASSCODE?... 6 CAN I USE SPACES IN MY PASSCODE?... 6 WHAT DO I DO IF I FORGET MY PASSCODE?... 6 I RESET MY PASSCODE VIA THE FORGOT YOUR PASSCODE? LINK AND AM WAITING FOR AN E-MAIL CONTAINING A SECURITY CODE, BUT THE ONLY E-MAIL I HAVE RECEIVED IS A CONFIRMATION THAT I CHANGED MY PASSCODE. WHERE IS THE E-MAIL CONTAINING THE SECURITY CODE?... 6 I AM ENTERING THE SECURITY CODE I RECEIVED VIA E-MAIL/TEXT MESSAGE, BUT I KEEP RECEIVING AN ERROR MESSAGE. WHAT SHOULD I DO NEXT?... 7 WHY AM I CONSTANTLY ASKED TO FURTHER VALIDATE MY IDENTITY BY ANSWERING MY SECURITY QUESTIONS?.. 7 BILL PAYER... 7 I WAS TOLD MY ONLINE BILL PAYER BILLERS WOULD CONVERT TO THE NEW WEBSITE, BUT WHEN I CLICK ON THE BILL PAYER TAB, I AM ASKED TO ENROLL IN THE SERVICE. WHERE ARE MY BILLERS?... 7 WHICH BALANCE CAN I MAKE BILL PAYER PAYMENTS FROM?... 8 WHAT IS ONLINE BILL PAYER?... 8 WHO CAN USE THE ONLINE BILL PAYER SERVICE?... 8 HOW ARE ONLINE BILL PAYER PAYMENTS MADE?... 8 HOW FAR IN ADVANCE MUST I SCHEDULE ONLINE BILL PAYER PAYMENTS?... 8 WHO CAN I MAKE ONLINE BILL PAYER PAYMENTS TO?... 8 CAN I SEND AN ONLINE BILL PAYER CHECK TO MYSELF?... 9 WHAT IF I HAVE INSUFFICIENT FUNDS?... 9 WHAT IS AN E-BILL?... 9 WHAT COMPANIES OFFER E-BILLS?... 9 HOW DO I GET STARTED WITH E-BILLS?... 9 HOW DO I GET RID OF THE RED PAST DUE BILL REMINDERS?... 9 WHY CAN T I VIEW DROPDOWN MENUS WITHIN ONLINE BILL PAYER WHEN I CLICK THE DROPDOWN ARROW?... 9 WHAT ARE AUTOMATIC PAYMENTS WITHIN ONLINE BILL PAYER?... 10 I SEE THE FOLLOWING MESSAGE: "PAY ALL YOUR BILLS IN JUST MINUTES WHEN YOU ADD ONLINE BILL PAYER TO YOUR INTERNET BANKING SERVICE. SIMPLIFY BILL PAYING IN ONE EASY STEP." WHAT DOES IT MEAN?... 10 Page 1 of 20 7/25/2013
HOW LONG DOES IT TAKE TO START UP THE ONLINE BILL PAYER SERVICE?... 10 HOW DO I ADD A NEW ONLINE BILL PAYER PAYEE?... 10 HOW DO I KNOW IF AN ONLINE BILL PAYER PAYEE ACCEPTS ELECTRONIC PAYMENTS?... 10 HOW DO I KNOW IF AN ONLINE BILL PAYER PAYEE CAN SEND E-BILLS?... 10 CAN I PAY MY TAXES VIA ONLINE BILL PAYER?... 10 ARE THERE DIFFERENT WAYS TO MAKE ONLINE BILL PAYER PAYMENTS?... 10 CAN I CHOOSE THE PAYMENT METHOD FOR MY ONLINE BILL PAYER BILLS?... 11 CAN I SET UP AN ONLINE BILL PAYER PAYMENT TO GO OUT THE SAME DAY?... 11 IF AN ONLINE BILL PAYER PAYEE DOES NOT RECEIVE MY PAYMENT, WHO PAYS ANY LATE FEES?... 11 WHAT HAPPENS IF THE ONLINE BILL PAYER PAYMENT IS REJECTED BY THE PAYEE?... 11 HOW DO I KNOW IF THE ONLINE BILL PAYER PAYMENT HAS REACHED THE PAYEE? IS THIS INFORMATION AVAILABLE ON MY ACCOUNT(S)?... 11 IF AN ONLINE BILL PAYER PAYMENT FAILS TO BE SENT FOR ANY REASON, WILL I BE NOTIFIED?... 11 IS THERE A DEADLINE FOR WHEN I CAN CHANGE MY ONLINE BILL PAYER PAYMENT BEFORE IT IS SENT?... 11 HOW DO I STOP AN ONLINE BILL PAYER PAYMENT MADE ONLINE?... 11 WHO SHOULD I CONTACT IF I HAVE AN ONLINE BILL PAYER PAYMENT INQUIRY?... 11 WHY DID I RECEIVE A CHECK IN THE MAIL PAYABLE TO MY BILLER?... 11 ACCOUNTS AND TRANSFERS... 12 WHAT IS THE TRIANGLE NEXT TO ACCOUNT #?... 12 I CLOSED MY SHARE/LOAN, BUT IT STILL APPEARS IN MY ACCOUNTS LISTING. HOW DO I GET RID OF IT?... 12 CAN I TRANSFER MONEY ONLINE TO ANOTHER TRUMARK FINANCIAL MEMBER S ACCOUNT?... 12 I USED TO BE ABLE TO TRANSFER TO CERTAIN TRUMARK FINANCIAL MEMBERS VIA ONLINE BANKING. DO I STILL HAVE ACCESS TO TRANSFER TO THOSE MEMBERS?... 12 I JUST OPENED ANOTHER SHARE/LOAN ACCOUNT AT TRUMARK FINANCIAL CREDIT UNION, BUT IT IS NOT SHOWING IN MY ACCOUNTS LIST. HOW DO I ACCESS THIS NEW SHARE/LOAN ACCOUNT IN INTERNET BANKING?... 12 DO I HAVE TO LOG OUT COMPLETELY BEFORE VIEWING MY OTHER SHARE ACCOUNTS?... 13 WHAT IS THE DIFFERENCE BETWEEN THE AVAILABLE BALANCE AND THE BALANCE?... 13 WHAT IS AN "EXTERNAL" ACCOUNT?... 13 WHAT DOES FUTURE VIEW SHOW?... 13 WHAT TYPES OF TRANSACTIONS ARE AUTOMATICALLY INCLUDED IN FUTURE VIEW?... 13 HOW DO I ADD A TRANSACTION, LIKE A PAYCHECK I RECEIVE AND DEPOSIT EVERY TWO WEEKS, TO FUTURE VIEW? ADD THE TRANSACTION AS A "FUTURE VIEW TRANSACTION." FROM THE ACCOUNT FUTURE VIEW PAGE:... 13 CAN I USE FUTURE VIEW TRANSACTION TO ADD A TRANSACTION THAT WILL ONLY OCCUR ONCE?... 14 HOW IS THE PROJECTED BALANCE CALCULATED?... 14 IF I HAVE A PROBLEM WITH A TRANSFER, HOW DO I REPORT IT?... 14 CAN I SCHEDULE A TRANSFER OF MONEY FROM ONE SHARE TO ANOTHER SHARE?... 14 CAN I TRANSFER MONEY BETWEEN MY TRUMARK FINANCIAL ACCOUNT AND MY ACCOUNTS AT OTHER FINANCIAL INSTITUTIONS?... 15 CAN I TRANSFER MONEY FROM AN EXTERNAL ACCOUNT TO PAY MY TRUMARK FINANCIAL LOAN?... 16 HISTORY AND EXPORTING... 16 WHAT IS THE DIFFERENCE BETWEEN HISTORY AND DETAIL?... 16 HOW DO I ENTER A DESCRIPTION OR MEMO FOR A TRANSACTION?... 16 WHY CAN'T I UPDATE TRANSACTION DESCRIPTIONS AND CATEGORIES FOR MEMOS, UNPOSTED, OR PENDING TRANSACTIONS?... 16 WHY CAN T I SEE PENDING TRANSACTIONS FOR MY PLATINUM VISA CREDIT CARD?... 16 CAN I VIEW HISTORY INFORMATION ONLINE FOR MY TRUMARK FINANCIAL MORTGAGE?... 16 HOW DO I DOWNLOAD INTO A SPREADSHEET LIKE MICROSOFT EXCEL OR LOTUS 1-2-3?... 17 HOW CAN I DOWNLOAD MY ACCOUNT ACTIVITY INTO QUICKEN OR MICROSOFT MONEY?... 17 CAN I UPLOAD FROM QUICKEN?... 17 I AM A MINT.COM USER AND AM HAVING DIFFICULTY UPDATING MY TRUMARK FINANCIAL ACCOUNT INFORMATION. CAN YOU PROVIDE ANY ASSISTANCE?... 17 HOW DO I CHANGE A TRANSACTION CATEGORY?... 17 HOW DO I ADD A TRANSACTION CATEGORY ON THE ACCOUNT HISTORY PAGE?... 17 HOW DO I VIEW MY TRANSACTION CATEGORY LIST?... 17 HOW DO I CREATE AN INCOME AND EXPENSE REPORT?... 17 MESSAGES AND NOTIFICATIONS... 17 Page 2 of 20 7/25/2013
HOW DO I REPORT A PROBLEM?... 17 CAN I RECEIVE NOTIFICATIONS AT A PERSONAL E-MAIL ADDRESS?... 18 HOW DO I READ A MESSAGE FROM TRUMARK FINANCIAL?... 18 HOW DO I SEND A REPLY TO A MESSAGE FROM TRUMARK FINANCIAL?... 18 CAN I SEND E-MAIL FROM MY HOME E-MAIL ADDRESS TO TRUMARK FINANCIAL?... 18 WHY DO I HAVE A RED MESSAGE NOTICE ON MY PAGE?... 18 HOW DO I SEND AN E-MAIL TO TRUMARK FINANCIAL?... 18 HOW CAN I BE NOTIFIED OF IMPORTANT INFORMATION ABOUT THE STATUS OF MY ACCOUNTS?... 18 MAINTENANCE... 18 WHAT IS USER SERVICES?... 18 HOW CAN I CHANGE THE SIZE OF THE TEXT IN A TABLE?... 19 CAN I CHANGE MY DEFAULT TO DISPLAY A DIFFERENT PAGE WHEN I LOG ON?... 19 HOW DO I CHANGE MY ADDRESS?... 19 IF I CHANGE MY ADDRESS ON THIS WEBSITE, WILL IT AUTOMATICALLY CHANGE THE ADDRESS ON MY ACCOUNT AT TRUMARK FINANCIAL?... 19 HOW DO I CHANGE MY E-MAIL ADDRESS?... 19 HOW DO I CHANGE MY MOBILE PHONE NUMBER?... 20 HOW DO I REORDER CHECKS?... 20 CAN WE HAVE TWO NAMES ON OUR CHECKS?... 20 CAN I SPECIFY IF I WANT A DIFFERENT CHECK STYLE WHEN I REORDER CHECKS ONLINE?... 20 COMPATIBILITY AND TECHNICAL ISSUES How do I know if my web browser is compatible with TruMark Financial s online banking website? Click here to access a list of compatible browsers and their accompanying version numbers. This information is provided by the provider of TruMark Financial s online Bill Payer service, Checkfree. Browser versions not appearing in the document have not been tested with TruMark Financial s online banking website, and therefore may not function properly. According to browser statistics, browsers not included in the linked document are not widely used. If your browser does not appear on the compatibility list, navigate to the Browser Download Links section of the document to upgrade to a more recent version. I am attempting to access TruMark Financial s online banking website using Safari; however, I keep encountering issues. Though your best bet may be to contact your internet provider directly, you may simply need to temporarily accept cookies to allow access to TruMark Financial s online banking website. To change your cookie setting in Safari: Click Safari in the File menu at the top of your screen Select Preferences Click the Security lock icon In the Accept Cookies section, click the Always option Close the window Once you have successfully logged into TruMark Financial s online banking website, you can return your cookie settings to their original state if you choose. Page 3 of 20 7/25/2013
I am a Quicken Web Connect user and am having difficulty importing my transaction history. Please select the link for the appropriate operating system below for detailed instructions. If your operating system does not appear below, please contact Quicken support at www.quicken.com. Windows 2009 Windows 2010 Windows 2011 Mac 2005-2007 Mac 2010 My browser s security settings are blocking access to online banking. How can I access TruMark Financial s online banking without reducing my security levels? Though your best bet may be to contact your internet provider directly, you may simply need to add TruMark Financial s web address to your browser s list of trusted sites. For Internet Explorer users, navigate to: Tools Internet Options Privacy Click the Sites tab Enter the following URL into the Address of website field: https://secure.fundsexpress.com Click the Allow tab Click OK TruMark Financial s online banking website is now included in your browser s trusted site listing. For other browsers, contact your internet provider for assistance. SECURITY How do I know I am on a secure Internet site? There are several ways to check that a site is secure. Look at the site address; if it begins with https, instead of http, it is secure. Another way to check is to see if you have a padlock graphic at the bottom of your browser window. Double-click on this item to get more detailed security information. How often do I have to change my Passcode? Change your Passcode as often or seldom as you like. However, we strongly suggest you change your Passcode immediately if you suspect it has been compromised. To change your Passcode, click the User Services tab and select Change Passcode. Page 4 of 20 7/25/2013
How do I exit securely? Click Log Off at the top of the page and close your browser. What can I do to maximize security on your website? Choose a complex Passcode, and do not share it with anyone. Examples of complex Passcodes are those containing a combination of numberic, alphanumeric, and special characters (e.g., trum@rk2011). TruMark Financial's member service department does not need your Passcode to assist you; therefore it will never be asked of you. Also, always exit securely by following the above instructions. Why is a secure e-mail message necessary? It is necessary to keep your personal and account information private; however, even in a secure e-mail message, never share your Passcode. Also, secure messages stay within TruMark Financial s system, further increasing security as opposed to e-mails sent via an insecure network. What is Last Login? Located in the upper corner of the page, Last Login shows the most recent date and time when you successfully logged into the system. Ensure the Last Login displayed is consistent with the date and time you last accessed the site. If you are aware of a discrepancy, please contact TruMark Financial immediately. How can I change my Security Question and/or Answer? The User Services tab provides a link to change your Security Question and/or Answer. Click the User Services tab, and then click Change Security Verification Questions. Your current security verification questions and answers are displayed. Click Edit to make further changes. How can I change my Access ID? On the User Services page, click the Change Access ID link under Security Settings. You may be asked to answer a Security Question in order to proceed. On the Change Access ID page, you can enter a new Access ID or select one from a list of suggestions. You must re-enter the new Access ID for verification. A confirmation page appears. Note: You cannot reuse a previous Access ID. How do I change my Passcode? Click the User Services tab and then click the Change Passcode link. Follow the directions on the Change Passcode page to change your Passcode. For security purposes, you will receive an e-mail alert message at your primary e-mail address that your Passcode has been changed. Why can't I change my Passcode without getting an error message? The Passcode you entered did not pass our security check. In order to maintain tight security you must create a Passcode meeting the following minimum requirements: Must be at least eight characters long Must contain alphanumeric characters (a-z, 0-9). At least one character in the string must be numeric (0-9) and at least one character in the string must be a special character (!,@,#,$,%, etc.) Page 5 of 20 7/25/2013
Cannot be the same as your Access ID Must be different from any Passcode used in the last six months Must be different from any of your last six Passcode(s) used Is case-sensitive Can I use special characters in my Passcode? Yes. In fact, you are required to have at least one alpha character (a-z, A-Z), one number (0-9), and one special character. Special characters are considered those keyboard characters which are not letters (a-z, A-Z) or numbers (0-9), such as "!","@","#", "$"," %", etc. Using these characters helps make your Passcode more secure. Can I use spaces in my Passcode? Yes. Spaces are considered special characters and can be used in Passcodes. For example, "my dog Spot1" is a valid Passcode. What do I do if I forget my Passcode? You can use the Automated Passcode Reset feature provided by TruMark Financial. The automatic Passcode reset feature works in the following way: 1. If you have forgotten your Passcode, click the Forget your Passcode? link under the Log In button 2. You will be directed to the Account Validation page, where you are asked to enter your Access ID, Tax ID/SSN#, and Account Number in the fields. 3. Next, you will be directed to the Security Question Verification page, where you are asked to enter the answer to one or more security verification questions displayed. Note: If you do not have a Security Question and Answer on file, you will see a message to call TruMark Financial for assistance. 4. Next, you will see the Reset Passcode page, where you will enter a new Passcode. 5. A Confirmation page appears stating an e-mail message will be sent to your primary e-mail address on file on the system. In the e-mail message, you will be given a Passcode Reset Confirmation Code you will be required to enter the next time you log in. Note: If the Confirmation page does not properly list your current e-mail address, call TruMark Financial for assistance. 6. In the e-mail message, click the link provided to access this website and enter the Reset Passcode Confirmation Code. After you click the Submit button, you will be directed to the Log In page, where you will be able to log in with your new Passcode. I reset my Passcode via the Forgot Your Passcode? link and am waiting for an e-mail containing a security code, but the only e-mail I have received is a confirmation that I changed my Passcode. Where is the e-mail containing the security code? Please make sure you complete the Passcode reset process by selecting the Done button from the page titled Confirmation. This will ensure the e-mail is sent. Once Done is selected, the Passcode Reset Confirmation screen will appear, requesting the security code. Check your e-mail inbox for Page 6 of 20 7/25/2013
an e-mail from memberservices@trumark.org titled Passcode reset confirmation code sent. The e-mail will contain an eight-digit confirmation code separated by hyphens. Enter this code in the Reset Passcode Confirmation field of the Passcode Reset Confirmation screen and click Submit. The reset process is now complete. Note: If you cannot seem to locate the e-mail, check your Spam and/or Junk folders. If you still cannot locate the e-mail, please call TruMark Financial at 1-877-TRUMARK. I am entering the security code I received via e-mail/text message, but I keep receiving an error message. What should I do next? The e-mail/text message containing your one-time security code is titled Passcode reset confirmation code sent. Review the body of the e-mail and locate the eight-digit hyphenated code in the format of xx-xx-xxxx. You can manually key the code into the Reset Passcode Confirmation field within online banking, or you can click the link provided in the e-mail/text message. Why am I constantly asked to further validate my identity by answering my security questions? For your protection, the credit union s Internet Teller service contains behind-the-scenes security measures to ensure only you can access your information. Once you begin utilizing the service, your Internet Teller behaviors are compiled into a profile which recognizes things like: - IP address - Login frequencies - Login times - Session/transaction activity - The possible presence of a cookie If you are continuously being prompted for answers to your security questions, some factors that may contribute to a change in behavior are: - Logging in from an unrecognized/new computer - Infrequency of logins or change in login behavior ex: Normal login is afternoon; however, a 4 a.m. login occurs - Conducting an Internet Teller transaction outside of normal patterns - Deleted cookies - Internet browser upgrade to a newer version or use of a new internet browser ex: Internet Explorer upgrade or change from Internet Explorer to Firefox BILL PAYER I was told my online Bill Payer billers would convert to the new website, but when I click on the Bill Payer tab, I am asked to enroll in the service. Where are my billers? On Aug. 8, 2011, all online banking users were prompted to create a unique Access ID (formerly referred to as Alternate ID) to replace the use of an account number during the login process. This unique Access ID must be used to log into TruMark Financial s new website. Upon logging in with the correct Access ID, all previous billers will appear in the Payment Center section of Page 7 of 20 7/25/2013
online Bill Payer. If you do not recall your Access ID, please contact TruMark Financial at 1-877-TRUMARK. Which balance can I make Bill Payer payments from? Use the Available Balance. This balance takes into consideration any transactions you have made which may not yet have posted, as well as any check holds in place. The system checks this balance for sufficient funds before making payments. What is online Bill Payer? Online Bill Payer is a service that allows you to set up payments online to just about anyone. You select the person or company to make a payment to and the payments system will withdraw the money from your account and send the payee a paper check or an electronic payment. Payments can be scheduled in advance, and also can be setup to recur. Who can use the online Bill Payer service? Any Trumark Financial member who has a checking account with the credit union and the ability to access our online banking site can use online Bill Payer. To enroll in the online Bill Payer service, navigate to the Bill Payer tab within online banking and complete all necessary steps. You will receive a response regarding your application within 24 to 48 business hours from submission. How are online Bill Payer payments made? The online Bill Pay provider (a third party vendor) makes the payment for you and the amount is automatically deducted from your account. Depending on the payee, payments are sent as paper checks or electronic payments. All you need to do is set up a list of payees to whom you want to make payments. A payee can be any company, service, or individual, which you need to add to the system only once. After you set up your payees list, you schedule your payments. Payments can be one-time only or recurring. Recurring payments are automatically rescheduled on the date you specify. How far in advance must I schedule online Bill Payer payments? We recommend you schedule your payment a minimum of four business days before the actual bill due date to allow time for electronic processing, or for mailing if a paper check is sent. The online Bill Payer system determines whether a payment is sent electronically or by check, based on whether the payee accepts electronic payments and other guidelines. Note: Remember the payee might not post the payment immediately, so please check with the payee regarding any posting inquiries. Who can I make online Bill Payer payments to? You can make online Bill Payer payments to anyone in the U.S., if you have their mailing address. We have many companies already on our national database, but you also may add anyone to the payee database as long as you supply the mailing address. However, we do not recommend using the service to make tax payments, because your payment would arrive without your tax return forms, making it much more difficult to process. In Page 8 of 20 7/25/2013
addition, the Internal Revenue Service (as well as most other government agencies and state taxation authorities) will not cooperate with a third party vendor in cases of discrepancy or other disputes. Can I send an online Bill Payer check to myself? Yes. Schedule a payment to yourself just as you would to any other payee. What if I have insufficient funds? The payment will go out as scheduled, but the online Bill Payer provider assumes the risk for the non-sufficient funds (NSF) and consequently also assumes sole responsibility for recouping those lost funds in the event of a NSF return. Over a period of 60 days, up to seven letters may be sent to you to solicit reimbursement of funds for the NSF if payment is not received. After 60 days, a final letter is sent informing you that your account is being terminated and forwarded to an outside collection agency. The online Bill Payer provider reserves the right to report this to the credit agencies. For more details on this NSF process, contact TruMark Financial. What is an E-bill? E-bill is a service that allows you to receive an electronic version of the paper bill you receive in the mail. With the online Bill Payer system, you can receive and pay your bills online. E-bills contain the same information as your mailed bills. What companies offer E-bills? You can receive E-bills only from payees that are E-bill-capable. Some payees are able to send E-bills to their customers, while others do not have this capability. The Payments Processing Center has a growing list of billers who are E-bill capable. How do I get started with E-bills? Getting started with E-bills is a simple process. If you add a payee that is E-bill-capable, you can request E-bills from the payee. Once your request has been authorized (up to two weeks), you will receive an E-bill from the payee within a month or so, depending on the payee's billing cycle. You can view your E-bill on the Pay Bills module or the Bill History page. How do I get rid of the red Past Due Bill reminders? If you are subscribed to E-bills for a biller, yet a payment is not made through online Bill Payer, a reminder will appear in red font stating the bill is past due. In order to remove these reminders, you must file the bill(s). Log into your online banking account and navigate to the Bill Payer tab. From the online Bill Payer menu, select Bill History. Locate the bill you wish to file and select View Detail under the column header Action. Click the link titled File Bill. Select the method by which the alternate payment was made from the appropriate dropdown menu and click File Bill. Why can t I view dropdown menus within online Bill Payer when I click the dropdown arrow? This issue is browser-related and specific to Internet Explorer 7 users only. If you encounter this issue, activate the dropdown menu by clicking the dropdown arrow, and use the arrow keys on the keyboard to navigate through the choices. Other options include upgrading your browser to a more recent version, or using a different browser (such as Firefox) altogether. Page 9 of 20 7/25/2013
What are Automatic Payments within online Bill Payer? An automatic payment can be set to make a recurring payment for the same amount on a particular schedule (e.g., your mortgage payment), or can be set to automatically pay any E-bill. The online Bill Payer system can automatically pay an E-bill regardless of the payment amount, or you can choose to set a limit on the amount automatically paid. For example, you can have the system pay bills under $100, but for bills over $100, you will receive a message that the minimum amount due on your bill exceeds your maximum limit. In this case, schedule the bill on the Payment Center page. I see the following message: "Pay all your bills in just minutes when you add online Bill Payer to your Internet Banking service. Simplify bill paying in one easy step." What does it mean? It means if you haven't already, you should sign up for online Bill Payer. If you requested the service more than a few days ago, contact TruMark Financial for assistance. How long does it take to start up the online Bill Payer service? The approval process takes 24 to 48 business hours. You will receive notification when you can use online Bill Payer. How do I add a new online Bill Payer payee? Click the Add Payee link at the top of any page in the Payments section. Enter the payee name and information on the Electronic Payee Search form. If the payee name does not appear, you can try another search. If the payee name still does not appear, you can add the payee to the database. You must provide a correct name and mailing address. How do I know if an online Bill Payer payee accepts electronic payments? The first payment issued will be in check form. You can see if your payee accepts electronic bills by clicking the Payment Activity link. How do I know if an online Bill Payer payee can send E-bills? On the "Payee Setup - Add a Payee" page, click the View and add payees that can send E-bills link. A page with a list of E-billers appears. Search through the list to find your payee. If the payee is on the list, you can click the E-biller link to set up an E-bill account. Can I pay my taxes via online Bill Payer? No. We do not recommend it, because your tax payment would arrive without your tax return forms, making it much more difficult to process. In addition, the Internal Revenue Service (as well as most other government agencies and state taxation authorities) will not cooperate with a third party vendor in cases of discrepancy or other disputes. Are there different ways to make online Bill Payer payments? Yes. The online Bill Payer system allows you to make payments in the following ways: Single Payments: Schedule a single payment to a payee Multiple Payments: Select from a list of unscheduled payments and enter the due dates and amounts of each payment on a single page Repeating Payments: Set up a repeating schedule of payments for a set amount made at regular intervals. This is convenient for mortgage, rent, or cable bills. Page 10 of 20 7/25/2013
Automatic Payments: If you receive E-bills, you can set up the system to automatically pay the E-bill, or pay the E-bill if it is below a specified dollar amount. Can I choose the payment method for my online Bill Payer bills? No. The online Bill Payer provider will choose the method of payment based on the payee s ability to accept electronic payments, as well as other factors. Can I set up an online Bill Payer payment to go out the same day? It depends on when the payment due date is. The online Bill Payer page will display the earliest due date your payee can receive your payment. You cannot have a payment delivered earlier than this date. If an online Bill Payer payee does not receive my payment, who pays any late fees? That depends. If a payment is not received by the payee, it could be due to any number of reasons. Contact TruMark Financial immediately. What happens if the online Bill Payer payment is rejected by the payee? Click the Payment Activity link, then click Inquire about this payment in the Status section. If the link is not present, contact TruMark Financial immediately for assistance. How do I know if the online Bill Payer payment has reached the payee? Is this information available on my account(s)? Contact TruMark Financial if you suspect a payment may not have reached the payee. If an online Bill Payer payment fails to be sent for any reason, will I be notified? No. You must monitor the Payment Activity page for the status of your payment. If the Payment Activity indicates there was a problem, contact TruMark Financial for assistance. Is there a deadline for when I can change my online Bill Payer payment before it is sent? Click the Payment Activity link to view the status of your payments. If the payment is in "In Process" or "Processed" status, you cannot make changes to your payment. How do I stop an online Bill Payer payment made online? Once a payment has a status of "In Process" or "Processed" you cannot cancel the payment. Contact TruMark Financial immediately for assistance. Who should I contact if I have an online Bill Payer payment inquiry? The only means to send an inquiry to the online Bill Payer provider is from the Payment Activity page. Only processed, payments will have an Inquire about this payment link in the Payment Status section. Click the link to send an inquiry about the payment. Why did I receive a check in the mail payable to my biller? Our online Bill Payer vendor may send your biller a paper check drawn off of their corporate account (a corporate draft) and electronically deduct the funds from your account on the payment date. When your biller receives the check, your biller may decide to return the payment to you for one of several reasons. Some examples are closed account, overpayment, incorrect account number, etc. If you receive a check payable to your biller, please submit a payment inquiry by logging into online banking, clicking the Bill Payer tab, and choosing Bill History from the menu Page 11 of 20 7/25/2013
options. Locate the payment in question and select View Detail from the Action column. An informative paragraph will display with a link to the payment inquiry form. Complete the form and click Submit. A stop payment will be placed on the check and funds will be reimbursed to your account within three to five business days from submission of the inquiry. You also may initiate a stop payment on the item by contacting the Call Center at 1-877-TRUMARK or by visiting a branch location. ACCOUNTS AND TRANSFERS What is the triangle next to Account #? The triangle indicates how the table is sorted. Click the column title to sort your account list by account type, owner, number, or balance. I closed my share/loan, but it still appears in my Accounts listing. How do I get rid of it? Navigate to the User Services tab. From the Manage Account island, select Remove Online Account. Locate the share/loan you wish to remove from your Accounts listing. Under the Make a Selection column header, click the remove access link. Click Submit on the confirmation screen. The share/loan will no longer be accessible via online banking. Can I transfer money online to another TruMark Financial member s account? Yes; however, you first must submit a request for transfer access to another member s account. Navigate to User Services from the main menu, and select Add New Online Account. Under the Account # field, type the member s TruMark Financial account number. Create a nickname for the account and type it into the Nickname field. Select the appropriate account type from the Account Type dropdown menu. Click Add Account(s). This request will be forwarded to TruMark Financial and will be pending approval. Once the transfer access is approved, the account will appear in the To Account dropdown menu from the Transfers tab. I used to be able to transfer to certain TruMark Financial members via online banking. Do I still have access to transfer to those members? Yes. TruMark Financial made every attempt to convert all existing member-to-member transfer accounts from the previous online banking website. We were able to extract the account number as well as the share ID number; however, the name of the member is not displayed by default. To view the list of accounts you have transfer access to, navigate to User Services, Manage Account, Add/View Account Services. This section allows you to view the full account number and member name for all accounts to which you have been given transfer access. You can create an account nickname (e.g. Mom s Checking, Babysitter, etc) by navigating to the Make A Selection header and clicking the edit link next to the appropriate account. Type the desired nickname into the Account Nickname field and click Submit. I just opened another share/loan account at TruMark Financial Credit Union, but it is not showing in my Accounts list. How do I access this new share/loan account in Internet Banking? New share/loan accounts are added to your online Accounts list within 24 to 48 business hours Page 12 of 20 7/25/2013
from when you opened them. If the shares/loans still do not show after 48 business hours, please contact TruMark Financial. Do I have to log out completely before viewing my other share accounts? No. Click the Accounts tab. Use the drop-down list to find the share you want to work with next. Under Make a Selection, click the Detail, History, or Transfer to/from link. What is the difference between the Available Balance and the Balance? The Available Balance is the current balance less any minimum account balances, recent unposted/pending transactions, or check holds. The Balance is the official financial institution ledger balance recorded as of the date shown. Note: The differences between the two balances are created by any transactions which have been authorized, but have not yet posted, or by outstanding check holds. What is an "External" account? An "External" account is a checking or savings account you may have at another financial institution. What does Future View show? The Account Future View page shows an account's scheduled transactions and projected balances for the next 30 days. Transactions you have scheduled online are automatically included in the Future View Register. If you have added other transactions with the Future View Transactions button, they also are included in Account Future View. What types of transactions are automatically included in Future View? All transactions scheduled through online banking are automatically included in Future View, including the types listed below. (Note that you might not have access to all of the services listed.) Scheduled Account Transfers Bill Payments Scheduled External Transfers How do I add a transaction, like a paycheck I receive and deposit every two weeks, to Future View? Add the transaction as a "Future View Transaction." From the Account Future View page: 1. Click the Future View Transaction button The Future View Transactions page appears 2. Click the Add button The Add Future View Transaction page appears 3. Enter the transaction information and click Submit Page 13 of 20 7/25/2013
Can I use Future View Transaction to add a transaction that will only occur once? Yes. When you add the transaction, simply enter the estimated date of the transaction in the Next Transaction Date and select frequency of One-time. How is the Projected Balance calculated? Future View starts with today's available balance, adds each scheduled credit, and subtracts each scheduled debit, showing the projected balance after each calculation. For each scheduled transaction in the Future View Register, the Projected Balance is the estimated available balance once the transaction has been processed, taking into account all earlier scheduled transactions. Note: Like the available balance, the projected balance might differ from the actual ledger balance on the same day because it can include signature-based transactions which have not yet posted. If I have a problem with a transfer, how do I report it? Navigate to the Transfers tab on the menu bar, and click the View Transfer History link from the Recent Transfers island. On the Pending Transfers and Transfer History tables, you will see the Transfer ID column. This column lists each transfer's tracking number. When you report a transfer problem, please refer to the Transfer ID. Click the Messages tab, and then click Contact Us to report the problem to TruMark Financial. Can I schedule a transfer of money from one share to another share? Yes. To schedule a new share-to-share transfer: 1. Click the Transfers tab so the Schedule Transfer page appears 2. On the From Account drop-down list, select the share to transfer funds from 3. On the To Account drop-down list, select the share receiving the funds 4. In the Transfer Description box, enter a brief description for the transfer. The description serves as a reminder to you about the transaction; it is not sent to your financial institution and does not appear on the account statement. The box has a maximum length of 127 characters. 5. In the Amount box, enter the dollar amount of your transfer. You can use any of the following formats: 100, 100.00, $100. 6. From the Frequency drop-down list, select the frequency of the transfer. The frequency of a transfer tells the system if the transfer should be rescheduled and if the transfer involves a fixed or variable dollar amount. The possible options are: Field Fixed Recurring Variable Recurring Occasional One Time Description Transfers are automatically rescheduled for the same dollar amount each time. Transfers are automatically rescheduled, but you must enter a new dollar amount each time. Transfers are not automatically rescheduled, but the transfer remains on the Pending Transfers table. Transfers are not automatically rescheduled and only appear on the Transfers History table. Page 14 of 20 7/25/2013
7. From the Period drop-down list, select the period of the transfer to further define the frequency for recurring transfers. The period tells the system when to reschedule the transfer. The possible options are: Field Once Weekly Every Two Weeks Monthly Every Two Months Quarterly Twice a Year Yearly Description Use this period if you checked the One Time box or if you selected Occasional as the Frequency. Every week on the same day of the week you scheduled the first payment. Every other week on the same day of the week you scheduled the first payment. Every month on the same date you scheduled the first payment. Every other month on the same date you scheduled the first payment. Every three months on the same date you scheduled the first payment. Every six months on the same date you scheduled the first payment. Every 12 months on the same date you scheduled the first payment. 8. In the Scheduled Transfer Date box, enter the date when the transfer will take effect (mm/dd/yyyy). Today's date is the default date. 9. Click Transfer. One of two possible results occurs: o If you scheduled the transfer for the same day, you will see a confirmation page with the message Are you sure you want to perform this transfer? From this page, click Transfer again to complete the transfer. The transfer is recorded on the Transfer History table. o If you schedule the transfer for a future date, you will see a confirmation page. From this page, click Schedule Transfer. On the final confirmation page click Done. The transfer is recorded on the Pending Transfers table. Can I transfer money between my TruMark Financial account and my accounts at other financial institutions? Yes; however, you first must submit a request for external account transfer access. Navigate to the Transfers tab of the main menu and click the Add External Transfer Account link. Complete the required information requested. You will be asked to print the External Account Request form and have all parties sign accordingly. You must send both the External Account Request form and a copy of your most recent bank statement (confirming the information you entered on the form) to TruMark Financial. Return the signed form and statement copy via one of the following means: Mail the documents to 1000 Northbrook Drive, Trevose, PA 19053 Attn: Product Operations Fax the documents to 215-396-6443 Attn: Product Operations Visit a branch location with the documents Scan and relay via online banking log into your account, navigate to the Messages tab, select Contact Us, and attach the documents via secure e-mail Page 15 of 20 7/25/2013
TruMark Financial will review the external account for approval within seven to 14 days. If the account is approved, you can schedule transfers between your TruMark Financial account and the external account via the Transfers tab. Can I transfer money from an external account to pay my TruMark Financial loan? No. The Transfer dropdown options will reflect all approved deposit and loan accounts; however, if a transfer is attempted from an external deposit account to a TruMark Financial loan, an error message will display stating the transaction cannot be processed as requested. The transfer should be made from an external deposit account to a TruMark Financial deposit account, then transferred to the TruMark Financial loan. HISTORY AND EXPORTING What is the difference between history and detail? History shows the account's transaction history covering any date range within the last 13 months. Detail shows information about the account including account owner, account type, account number, dividends paid, current and available balances, and account history for the last month. How do I enter a Description or Memo for a transaction? Locate your transaction on the Account History page, enter a description or memo in the box, and click Save Changes. The maximum length of the field is 31 characters. The Description or Memo will only be displayed to the user adding the memo. Why can't I update transaction descriptions and categories for memos, unposted, or pending transactions? Memos, unposted, or pending transactions (e.g., signature-based transactions which have been approved) are temporary transactions that affect your available balance but have not yet posted against your account. These pending transactions are actually replaced with the standard transaction description when it is posted against your account, and as a result, the pending transaction description is not guaranteed to carry forward to your online Account History. Why can t I see pending transactions for my Platinum Visa credit card? Pending transactions are currently unavailable for Platinum Visa credit cards; however, we are working diligently to incorporate these transactions into online banking. If you would like to inquire about pending credit card transactions, please call TruMark Financial at 1-877- TRUMARK. Can I view history information online for my TruMark Financial mortgage? As with our previous version of Internet Teller, history for your TruMark Financial mortgage is not currently available. We are in development to offer this service as an enhancement to our Internet Teller product for a future date. At the present time, you still can view mortgage information; however, if you have history inquiries, please contact TruMark Financial at 1-877-TRUMARK. Page 16 of 20 7/25/2013
How do I download into a spreadsheet like Microsoft Excel or Lotus 1-2-3? You must be on the Account History page. You have three options. You can download your account history in the following formats: Comma separated Tab separated Fixed length check How can I download my account activity into Quicken or Microsoft Money? On the Account History page, choose the date range and format, and then click Download. Can I upload FROM Quicken? No. The history is generated from your activities on this Internet banking site. I am a Mint.com user and am having difficulty updating my TruMark Financial account information. Can you provide any assistance? According to Mint.com, you can change the login info for your accounts by clicking the Fix it button located on the account s card in your Mint account. Next, click Edit to re-enter your login credentials. If the Fix it button is not available, or does not correct the issue, contact Mint support via www.mint.com. How do I change a transaction category? Locate your transaction on the Account History page, select a new category on the Category drop-down list, and then click Save Changes to update your information. How do I add a transaction category on the Account History page? In the Category drop-down list, select ADD NEW CATEGORY. On the Add New Transaction Category page, select the category type, enter a name and description, and then click Save & Return. How do I view my transaction category list? On the Account History page or the Account Detail page, click View Category List. Or click the User Services tab, and then click Transaction Categories in the User Preferences section. How do I create an income and expense report? On the Account History page, enter the date range for your report, and then select Income/Expense Summary or Income/Expense Detail on the Report drop-down list. Click View Report. MESSAGES AND NOTIFICATIONS How do I report a problem? For most problems, click the User Services tab, and then click Send a Secure Message. Describe your problem in the message and send it to TruMark Financial. Page 17 of 20 7/25/2013
Can I receive notifications at a personal e-mail address? Yes. Click the Notify Me Alerts tab. On the Notify Me Alerts page, you can choose to receive e- mail notification for any alerts at whatever address(es) you have entered for Primary e-mail address and/or Secondary e-mail address. When specific transaction- or service-related events occur, such as when TruMark Financial sends you a secure message, you receive the notification at your preferred address. Use the Update Email Address(es) link on either the Notify Me Alerts tab or the User Services tab to set your e-mail addresses. How do I read a message from TruMark Financial? Click the Messages tab. The Unread Messages page appears by default. If the message is new, you will find it in the table on this page. If you have saved the message, click the Inbox link in the toolbar. You will find your saved messages on this page. When you find the message, click its subject to open it. How do I send a reply to a message from TruMark Financial? Open the message, then click the Reply button. Type your message, and click Send Message. Can I send e-mail from my home e-mail address to TruMark Financial? Yes and no. You can send an e-mail message from your home e-mail address to TruMark Financial at memberservices@trumark.org, but it will be outside of the Internet Banking system and is not secure. We strongly recommend you send any message regarding account and transaction inquiries using the Messages tab. This ensures your message, and any sensitive account information it might contain, is secure and encrypted over the Internet. Why do I have a red message notice on my page? If you have any unread urgent messages, an Urgent Messages link appears on every page. Click the link to reach the messages section. How do I send an e-mail to TruMark Financial? On the Messages page, navigate to Contact Us and click the link Send a Secure Message. How can I be notified of important information about the status of my accounts? The Notify Me Alerts feature allows you to set up notifications of various forms of account activity, the arrival of online messages, and security issues. MAINTENANCE What is User Services? User Services are a suite of application tools which allow you to manage your online accounts and request many standard financial services. You have access to a variety of services, including the following: Adding a new share/loan ID or removing access to an existing share Adding an external account (i.e., an account at another financial institution) to make transfers between your TruMark Financial account and the external account Changing your account nickname Page 18 of 20 7/25/2013
Changing your Access ID Changing your Passcode Changing your security verification questions and/or answers Changing your security code delivery preference Updating your address information Updating your e-mail address or mobile phone number Opting-in to receive e-mail notifications about new products and services from TruMark Financial Setting the way your account information is sorted Selecting the starting page for your online session. For example, you can set the Accounts page to appear when you first log onto the system Reordering checks Requesting documents, such as copies of checks Sending secure e-mails to TruMark Financial Finding contact addresses and phone numbers for TruMark Financial Accessing Express Deposit How can I change the size of the text in a table? The tables are designed to show as much text as possible on a single page. Whether you can change the size of the text depends on your browser. Follow your browser's directions for increasing text size (this should be found in your browser's help). Also, the User Services tab provides some assistance via the Adjust Font Size link in the User Preferences island. Can I change my default to display a different page when I log on? Yes. You can select the section that appears first clicking User Services, navigating to the User Preferences island, and selecting Start Page Selection. How do I change my address? Click the User Services tab, then select Change Address Information. This information will be sent to TruMark Financial by secure e-mail to change your address for all of your accounts. The change will be completed within 24 to 48 business hours. If I change my address on this website, will it automatically change the address on my account at TruMark Financial? No, changing your address online will send a secure e-mail to TruMark Financial notifying them of the requested change. The request will be processed within 24 to 48 hours from the time it is submitted. How do I change my e-mail address? On the User Services page, click the Update Email Address(es) link. On the Update Email Address(es) page, enter a new primary or secondary e-mail address. You must re-enter it for verification. A confirmation page appears. Page 19 of 20 7/25/2013
How do I change my mobile phone number? You can change your mobile phone number on the same page as e-mail addresses. On the User Services page, click the link Update Email Address(es)/Mobile Number. Enter your new mobile phone number. A confirmation page appears. How do I reorder checks? Click the User Services tab, and then click Reorder Checks. On the Check Reorder page, select your checking account on the Account Number drop-down list. Click Continue. You will be directed to Deluxe's "One for the Internet" check order website. Can we have two names on our checks? Yes. If you would like to add another name on your checks, Deluxe's "One for the Internet" site allows you to change any information on your checks as well as the check style. Can I specify if I want a different check style when I reorder checks online? Yes. If you would like a different check style, you can order a new check style as well as make changes to your personal information listed on the checks on Deluxe's "One for the Internet" website. Page 20 of 20 7/25/2013