Q. What
are secure tokens and how do they work?
A. A secure token is a security feature that you may decide to utilize in order
to provide an additional layer of protection for your online banking access. Susquehanna
Bank offers this service to personal and business customers for a one-time fee of
$20. Cash Management banking customers are required to use secure tokens, due to
the type of financial transactions they can perform online; the cost of the token
is covered within overall Cash Management charges.
The token will generate a unique, one-time-use code number that you must enter each
time you access your accounts online. Coupled with your user ID and password, this
will add another layer of authentication to help verify that only authorized users
can access accounts and conduct transactions online. Protecting the security of
your personal and financial information is a top priority of Susquehanna Bank, and
we encourage you to utilize the secure token service. If you wish to request a secure
token, please contact the Customer Service Center at 800-311-3182 and select any
one of the Internet Banking menu options to speak with a representative.
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?
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?
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?
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?
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?
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?
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?
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?
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. Eastern Time 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. Eastern Time 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. Business customers must contact their local
office or
Email Us to request a Maintenance Form. You may also contact us at
800.311.3182
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 ‘Manage
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 Banker 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 Banker 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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