FAQ: Tips & Tools > Online Services

• What are the new Username and Password requirements?

  The new system will require your username to have the following requirements:

  • Must be between 8 - 20 characters long
  • Cannot be all numbers
  • Is not case sensitive

  Your new password will have to meet the following requirements:

  • Must be between 8 - 16 characters long
  • Must contain at least 1 letter,1 number, and 1 special character: (!@#$%^&*_+-=[]{}|:;`,./?)
  • Is case sensitive
  • Cannot be the same as the username

• When will my bill payments be deducted from my account?

  If the bill payment was electronic, the payment is deducted from the funding account on the "deliver by" date you selected.
  
  If the bill payment was sent by check, the payment will be deducted from the funding account when the payee negotiates the check and it clears your account.

• What is the bill pay payment guarantee?

  When you pay a bill in your new home banking system, you will select a Deliver By date for your payment to arrive at your payee. If the information you provided to us was accurate regarding the payee, and late fees were incurred because the payment did not arrive on or before the date you selected, we will reimburse any late fees up to $50 if the payee is unwilling to waive them. This process is done simply by contacting us and opening up a research case. This guarantee does not apply to Expedited Bill Payments sent by check.

• Are my challenge questions going away?

  Yes. In the new system challenge questions are replaced with an access code that will be delivered to you by text message or voice message. When you first log in, you will be asked to register all mobile and/or landline phone numbers where we can send you an access code via text message or phone call to verify your identity for future logins. To receive text messages, you’ll need a mobile phone with texting and short code functionality enabled.

• What's on the New Home Page?

  The new Home Page contains task-specific areas that are usually found individually on several different pages within Home Banking: Account Summary, Account History, Bill Pay, Transfer Funds and FinanceWorks (coming soon).  With the new system you can do most, if not all, of your online transactions right from the new home page.

• What security enhancements will be made to the Home Banking Login?

  When the new home banking system becomes available to you, your username will have to meet minimum security standards and you will need to enter a brand new password. If your username from the current home banking system already meets the standards of the new system, you will not be required to change it. In order to protect your account information, no passwords will be transferred to the new system making it necessary for you to create a new one on your first login. We have also enhanced the security of the new system by requiring your password to be changed at least every 6 months. Once a password has expired, it cannot be re-used for 24 months.

• How much will external transfers, bill pay, and pop money cost?

  Standard delivery for each of these features will be absolutely FREE! Expedited delivery is available for a fee.