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Thursday, April 9, 2020


Most Frequently Asked Questions

Q: Why isn't my account appearing on the Account Summary page?

A: The Account Summary page does not display an account if its Last Name field is empty in Customer Information System or if the relationship to the customer is set up as non-owner. Additionally, if an account is not linked via eManager when opened after customer is enrolled in e-banking, the account will not show.

Q: Does Internet Banking support customers who only have savings accounts or CDs?

A: Yes, during self-enrollment, a savings account works just like a checking account. For CDs, the enrollee has to click the link for "CD or Loan only." This takes him or her to a screen where he or she can enter the appropriate data. The user will then go into pending enrollment in eManager and the financial institution will have to complete the enrollment.

Q: I there a limit to the number of transactions that will display when viewing an account?

A: Internet Banking goes directly to the mainframe host system to retrieve available transaction history. The host imposes a limit of 3000 transactions for the history retention period established for the Financial Institution. Therefore, Internet Banking will display up to 3000 transactions. Please note that displaying 3000 transactions at one time may impact the performance of a customer's Internet Banking session.

Q: Two spouses each have their own unique user Ids and passwords for Internet Banking but they share a joint account. If the wife assigns her own description to the account in Internet Banking, will the husband see it when he logs on?

A: No. Account preferences like descriptions and ordering are tied to the user's unique login profile.

Q: I would like a register showing how each transaction affected my balance. Why doesn't Internet Banking have that feature?

A: Internet Banking takes a real-time approach to banking, giving the user a direct window into what is on the host system. The register-based approach cannot always guarantee a real-time date view. There are also problems with where a register is kept:

  • If you store the register data on the host system, the customer must download it. Downloading over a typical dial-up Internet connection can be a slow, frustrating process.
  • Storing the register data on the user's computer has caused synchronization issues.
  • Financial institutions found themselves troubleshooting complicated situations where the Customer's register did not balance with the host. Also, customers frequently forgot to back up their registers and lost valuable data when they had hardware problems or upgraded to new computers.

Q: Can a secondary signer on an account use that account for bill pay?

A: Yes, as long as the account is part of his/her Customer Information System record or the financial institution has given entitlement.

Q: Is there a limit to the number of accounts a customer will be able to access online?

A: Internet Banking goes directly to the mainframe host system to retrieve a customer's account information. Since the Host imposes a limit of 99 accounts, Internet Banking will display up to 99 accounts. Please note that displaying 99 accounts at one time may impact the performance of a customer's Internet Banking session.

Q: Is it possible to establish multiple recurring bill payments to the same payee?

A: The Consumer Internet Banking Bill Payment system does not allow multiple recurring bill payments to be set-up for the same payee. If a customer attempts this, when they try to set up the second payment with the same payee, there will be no option for the customer to set the payments as recurring. They will only have the option of a one-time payment. The customer could set up a second payee to the same vendor and set up another recurring payment to this payee.

Q: How do I edit the payment amount of a recurring pending payment?

A: You can go into Pending Payments and edit the pending payment amount. If one of the payments has already been made, the start date of the recurring pending payment will need to be changed, because the date would be in the past. The start date should be changed to the date of when the next payment should be processed, and then change the amount. This change will only affect the payment that has not yet been made.

Q: Are there any known issues with the calculator in Bill Payment?

A: When you are using Netscape 6.2 and click on the calculator once, the calculator appears correctly. If the user closes the calculator and then clicks on it again, it comes up blank.

Q: Is there a difference on how the Transmit Date field populates when a customer is setting up a single payments via the Pay Many Option?

A: When a user schedules a single payment, the Transmit Date field populates with the current date. When a user is scheduling payments using the Pay Many feature, the Transit Date fields do not populate. If the user clicks on the calendar widget next to the transmit Date Field within the Pay Money Option, it will open with the current date, but the user must click on a date to fill the field.

The reason for not pre-filling the date on the Pay Many screen is to allow users to schedule payments for different dates.

Q: When using the subtotal filter on bill pay reports, what transactions are included in the "Total Paid?"

A: The total that makes up the "Total Paid," only includes those payment transactions that were processed and paid. So, if you have a display that has both paid and cancelled payments, the subtotal only represents those dollar amounts for those payments that were paid.

Q: Is Bank Mail encrypted?

A: Bank Mail is not encrypted, but is sent over a dedicated, secure line source is safe to include sensitive information like account numbers.

Q: Is there a time stamp on Bank Mail so that the financial institution has proof of when it was received?

A: eManager displays the date and time. Please note, that the time is Central Time.

Q: How should a Social Security Number be entered during enrollment?

A: Social Security Numbers entered on the enrollment screens should not contain dashes or spaces.

Q: How should I enter my account balance if it is over $999.99?

A: You must NOT enter a comma in the dollar amount for any balances over $999.99. For example: $1500.00 would be the correct way to enter in last statement balance.

Q: What happens if two customers pick the same user ID?

A: Because User IDs are unique database identifiers; no two customers of the same financial institution can claim the same ID. We prohibit new or "re-enrolling" users from taking an ID already assigned to another user, even if that user has been deleted or un-enrolled.

Q: When a customer enrolls for bill payment, can they designate multiple funding accounts at that time or do they have to wait?

A: After the enrollment process has completed successfully for the first account, the customer can use Account Preferences to designate additional accounts for bill payment.

Q: Does Internet Banking require 128-bit encryption?

A: Yes. If the user's browser does not have a 128-bit encryption, the logon screen will not be displayed. An error screen appears instead, telling the user to upgrade their browser.

Q: Can a user "back" into Internet Banking from another web site?

A: If a user leaves his or her workstation without logging out of Internet Banking, someone else may be able to access their account information and perform transactions as if they were the actual account owner. Follow the good practice of always logging out of any secure site before leavings it.

Q: What are the cutoff times for the various types of transfers available in Internet Banking?

A: (See Descriptions Below)
Internal Transfer of Funds - Since internal transfers are immediate and don't go through ACH, the only cutoff coincides with the Financial Institution's processing deadline.

External Transfer of Funds - The external transfer job runs at 4:05p.m. Central Time, Transfers entered after 4:00p.m. Central Time are processed the next business day.

Scheduled Internal Transfers - The scheduled internal transfer job (future-dated and recurring) is processed after a bank's deposits end of day runs Monday - Friday and at 10:00 p.m. Central Time on Saturday and Sunday.

Q: Is there a maximum future date for transfers?

A: The maximum future date is one year from today's date.

Q: Why do CD accounts appear when I am making a transfer?

A: All accounts will display in the drop-down list. However, only those accounts linked on the mainframe FMMTT screen will be available for transfers. If a user tries to create a transfer between accounts not on the FMMTT screen, an error message appears.

Q: The Repeating Transfer screen's Frequency field has an option called "Twice a month." When do these transfers occur?

A: These transfers take place every 14 days.

Q: When setting up a Repeating Transfer how does the Frequency field work?

A: If your start date is Tuesday, the 5th of October and you chose the following Frequency:

    Weekly - the next date would be the next Tuesday.
    Bi-Weekly - the next date would be every other Tuesday.
    Twice a month - every 14days
    Monthly - the next date would be the 5th of the next month.
    Quarterly - the next date would be 3 months after the date selected.
    Semi - Annually - the next date would be 6 months after the date selected.
    Annually - the next date would be October 5th of next year.

Q: Are funds checked when future dated transfers are being setup?

A: Funds are not checked while the transaction is being setup. Additionally, if multiple transfers are setup to be processed on the same day, affecting the same account, there is no particular order that they are processed.

Q: When will a transfer performed on the weekend through Internet Banking post to the Users account on the Deposit System?

A: When transfers are done through Internet Banking on the weekend, they are processed real time but do not actually hard post on the Deposit System until Monday, so their posted date displays as Monday's date.

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