Q. What kind of browser
do I need to have to use Internet Banker?
A. Internet Banker supports Microsoft Internet Explorer, Netscape,
AOL, Safari for MAC and Firefox. The browser must support SSL, 128- bit encryption.
(Current plus two previous versions of these browsers may be used).
Q. How do I know if my browser utilizes 128-bit encryption?
A. You can verify your browser encryption level by going to
the Internet Banker log-in page and selecting the "Test Browser" tab.
You can also check your browser software. For Internet Explorer,
click on Help, then select About Internet Explorer. For Netscape,
click on the Security option from your toolbar, then select Open Page Information.
Q. What is a persistent cookie? New!
A. A cookie is a small piece of text stored on a user’s computer.
A persistent cookie contains information that does not change
between user sessions and is commonly used to save preferences
of a user to ease navigation and device tagging.
Q. Why does Internet Banker require use of a persistent cookie? New!
A. Internet Banker requires acceptance of a persistent cookie to
make your online sessions more secure. We will use this cookie
for positive device tagging allowing the system to confirm that
the user and the cookie are associated with a profile. As long
as the user is coming from the same cookie, then the system is more trusted.
Q. What information is stored on this cookie? New!
A. The cookie is a hashed value created by our system. The value
includes several things that we will not disclose due to security
implications. The cookie cannot be placed on another computer and the cookie is encrypted.
Q. Can my cookie be used by a hacker/fraudster? New!
A. Cookies that are passed from Internet Banker are encrypted to ensure
that data can’t be captured from the cookie should a user’s computer become compromised
Q. Is this persistent cookie a guarantee against online account fraud? New!
A. Capturing of cookies is not a complete guarantee against fraud, but
it is a strong deterrent. It is very important that your computer and/or
network is using updated operating systems and firewalls, virus protection
and spyware scans. This, along with the persistent cookie and other behind the scenes
security measures that we use, provide you with multiple layers of protection.
Q. What happens if I delete my cookies periodically? New!
A. If you delete your cookies, a new cookie will be added once you have
successfully authenticated to our system. If you have your browser set
to prompt for cookies, you will be prompted every time a new cookie is created.
Q. What does the message look like when accepting a cookie? ? New!
A. Below is an example from Internet Explorer.
Please click on the ‘Allow Cookie’ button to accept the persistent cookie.
Q. How do I change the cookie settings in my Browser to allow acceptance
of the persistent cookie? New!
A. This may depend on the browser and browser version you are using.
Typically, you would access the cookie settings using the Tools-Internet
Options menu of your browser and select the Privacy setting. If you need assistance
with your cookie settings, please call our Customer Service Center for assistance at 800-311-3182.
Q. Why do I need to establish security questions?
A. The system will monitor your accounts online for any unusual or uncharacteristic
activity, such as an attempt to log in from a distant location or a request for
an unusually large transaction. If something out of the ordinary is detected,
Internet Banker will verify your identity by asking you to answer your pre-established security questions.
Q. What do I need to do to set up my security questions?
A. During one of your online banking sessions, Internet Banker will prompt you
to choose and answer several questions, providing answers only you would know.
That’s all you need to do. The system will then be ready to ask these questions
if it detects any unusual activity on your account in the future.
Q. Will I have to answer these questions each time I use Internet Banker?
A. No. It is usually rare that Internet Banker needs to pose these questions
to verify the identity of a person logging in or requesting a transaction.
The questions will be posed if there is a variation in your particular pattern of use.
For example, if you usually log in from your home computer in Maryland, and then
you go on vacation and log in from a computer in Hawaii, the system may pose the
questions to verify your identity and complete the log-in.
Q. I already have virus protection, a personal firewall and run spyware detection software.
Why do I need to have security questions and accept a persistent cookie on my computer?
A. We are glad to hear you use virus protection, a personal firewall and spyware
detection. Be sure that you keep these software programs up-to-date for the best
possible protection against viruses, trojans and other types of malware. In addition
to your security software, the Internet Banker security features provide greater
protection by adding more layers of security to your online experience.
These features work together with your own system security, but they do not replace them.
Q. What happens if I don't log off of the system?
A. Internet Banker has a 10 minute time-out feature. If you are logged in for 10
consecutive minutes without using Internet Banker, the system will alert you that
a time out is going to occur and allow you to choose to continue your session.
Q. What happens if I forget my Internet Banker password?
A. You are allowed 3 attempts to enter your password. If unsuccessful after the
3rd attempt, you will be locked out of Internet Banker. Immediate access may be
regained by using the password self-reset option or calling our Customer Service
Center at
800.311.3182
.
Q. How late in the day can I make transfers?
A. Transfers can be made at any time. However, please note the transfer cut-off
time is 8 p.m. during regular banking days, which excludes weekends and holidays
(A list of our observed holidays is available by contacting us). Any transfer
made after 8 p.m. will be processed on the next business day.
Q. When viewing my current transactions, why do I see electronic
transactions and Internet Banker transfers duplicated and my running balance is
not appearing correctly?
A. End-of-day processing is required for your transactions to be updated.
During the processing there is a small window of time when memo posted
items may appear twice and your running balance may be impacted as well.
If this occurs, please log out and log back in a short time later to
view your posted transactions list and updated balances.
Q. How do I add/delete accounts or Bill Payment service to my existing Internet Banker relationship?
A. Log into Internet Banker and send your request to us via the Message Center to
add/delete accounts or Bill Payment. You may also complete a
Maintenance Request Form or contact us at
800.311.3182
or
Email Us to request a Maintenance Form. (Note: Business customers must complete the Maintenance Request Form).
Q. Does my Internet Banker service ever expire?
A. Internet Banker service does not expire if you are regularly using the service.
However, if you do not log in to the service for 180 days, the service will
automatically move into a dormant status. While in the dormant status,
you will be unable to log in until you call us to request that your service
be restored. If you still have not logged in at the end of 270 days,
your Internet Banker service will automatically be deleted.
Q. Can I set up email Alerts for my transactions using Internet Banker?
A. Yes, email Alerts are an option and provide you with a convenient
way to alert you to various activities occurring on your accounts.
Simply click on the ‘Change Settings’ menu option to establish these Alerts.
Note: Insufficient Funds Alerts are sent the business day after
the item(s) have posted to your account. If you wish to be alerted in
advance to a low balance situation, we advise you to use the "Balance Alerts" feature
that will Alert you more quickly to a low balance account status.
Q. Is Internet Banking safe?
A. Not only is Internet Banker one of the most convenient ways to access
your accounts, it's also safe. We adhere to stringent industry standards
regarding online security and employ encrypted technology to keep your
information secure. All sensitive information requires passwords that only
you know. To further enhance security, log--in sessions have a time-out limit.
If you are logged in for 10 consecutive minutes without using Internet Banker,
you will have to log -in again to resume banking. Also, password guessing is
deterred and reported. We recommend you change your Internet Banker password
every 90 days.
Our system also monitors customers’ accounts online for any uncharacteristic
activity, such as an attempt to log in from a distant location or a request
for an unusually large transaction. If something out of the ordinary is detected,
the system will ask pre-established security questions to verify that the
person making the request is actually the customer. Each user also selects
a personal image (watermark) which appears with each login and every page
visited while logged in. This image further confirms to the user that
they are on the legitimate bank’s website. Internet security is not a
one time task. We are constantly developing and implementing security
enhancements to ensure the integrity of our Internet Banking system.
Q. How much does Internet Banker cost?
A. There is no charge for Internet Banker services, however, there may be fees if
you utilize our Cash Management service.
Q. What if I still have questions?
A. We want to make your Internet Banker experience as easy and convenient as possible.
If you have a problem or question, please call our Customer Service Center at
800.311.3182 , send a message through the Internet Banker Secure Message Center,
Email Us or contact your local branch office.
Representatives are available to assist you in the Customer Service Center
Monday through Friday 8 a.m. to 8 p.m. and, Saturday 8 a.m. to 4 p.m. EST.
Internet Banker product licensed by Jack Henry & Associates, Inc.
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