Online Banking FAQs
What is the Consumer Home Page?
The Consumer Home Page helps you do your everyday money management tasks quickly and easily all in one place. In fact, we’ve brought together the tools needed to perform your most common daily tasks without ever leaving the page. You can easily:
- Check all of your account balances at once
- Take a quick peek at your most recent transactions
- Make a one-time transfer between your accounts
- Make a loan payment within My Accounts
- Schedule a one-time bill payment
- Find and use Rewards program offers
- See where you are spending your money
So instead of switching between Account Summary, Account History, Bill Pay, Transfer Funds and other pages, you can take action right there on one page to complete several basic functions. We hope you will think of it as your money management control panel.
NOTE: If you do not have any accounts set up in online banking yet, the page will just display the message, “You do not currently have any accounts.”
What’s on the Consumer Home Page?
The Consumer Home Page contains task-specific areas that are usually found individually on several different pages within Online Banking: Account Summary, Account History, Bill Pay, Transfer Funds and FinanceWorks. NOTE: If you do not have any accounts set up in online banking yet, the page will just display the message, “You do not currently have any accounts.”
This is where you can see all of your accounts and balances in a glance without having to scroll. In the upper-right portion of My Accounts you will find the Make a transfer icon and link that enables you to make a one-time funds transfer between your accounts and much more. To view the most recent activity for any account, click the Quick Peek link. Clicking Quick Peek opens a new window that shows the most recent transactions or payment activity for the account along with links to Make a Transfer and Go to account history.
Make a transfer
Just select the Make a transfer button to make a one-time transfer between your accounts. You may also be able to transfer funds to make a loan payment, if that option is available. If there are any restrictions on the number of transfers allowed per month or any transfer fees applied, it will be indicated in a message displayed below the To or From field (or both).
Selecting the Make a transfer button opens the Move Money window above the My Accounts list. Just enter the amount, select the transfer To and From accounts, then click the Transfer button and confirm the transfer details and you’re done. Transactions now post quickly when you complete a transfer. This means that we will automatically refresh the page (to get the new account balances) when you close the transfers success window.
NOTE: If you are making a loan payment, additional fields may be available to enter the required information. If available, additional transfer options may be found within the main Online Banking pages.
Learn more about making loan payments.
Make a Payment
If you are already using Bill Pay in Online Banking, you can schedule a one-time payment here. First select a payee from the drop-down field, then select the payment date using the calendar tool and enter the amount. Then click the Schedule payment button to schedule the payment. Schedule payments that haven’t yet been paid are also displayed here.
If you are not yet a Bill Pay user, the Make a Payment section will display a message about paying bills online. Just click the Go to payments link below the message to go to the Bill Pay enrollment page. Click here to see the step-by-step process for setting up a one-time bill payment
‘Rewards’ program section
This is where you find how many new and existing offers you have for each eligible account along with the rewards amount that has been earned so far this month. The full list of new and current offers can be found on the Rewards summary page.
View My Spending
If you are a FinanceWorks user, the pie chart shows all of your spending trends with a summary of your transactions for the past 30 days, categorized and broken out as totals and percentages. You can click on a pie piece to see a complete list of transactions for the selected category.
If you are not yet a FinanceWorks user, instead of seeing the spending pie chart a message will encourage you to try FinanceWorks. Just click the link below the message to go to FinanceWorks and get started.
How can I get to other pages in Online Banking from the Home Page?
Use the menu and submenu selections to navigate around Online Banking. Each section has a link that will take you to other pages within Online Banking that may help you do things that are not currently available on the page.
- In “My Accounts,” you will find a Quick Peek link to the right of each account name. Clicking the link opens a new window listing the most recent transactions. At the bottom of the window you will find a Go to account history link, which, when selected opens the Account History Page for that account.
- At the bottom of the Make a Payment section you will find a go to payments link. Clicking this link opens the main Bill Pay page within Online Banking. This is where you can add, edit and delete payees, set up recurring payments and other Bill Pay-related tasks.
Can I copy and paste transactions into a spreadsheet?
Yes, you can copy data from the transaction list and paste it into standard spreadsheets like Excel. Highlight and copy the data you want and paste it into a row of your spreadsheet.
Can I do a browser search on the Home Page?
Yes, you can use Control + F to do a simple browser search for an amount, date, payee name, etc. within Quick Peek. For example, open the browser search field (Ctl F), enter the payee name, and click “Next.”
Which browsers can I use to view the Account History Page?
Browsers that are certified include Internet Explorer 11.0+, Firefox 33.0+, and Chrome 31.0+. Browsers that are supported but not certified include IE 9.0+ and Safari 5.0+ (for Mac). If you encounter a problem, please let us know.
Updating an outdated browser will enhance speed and functionality.
Why do I have to keep entering a verification code to log in?
This appears to be an issue with Internet Explorer (IE) 9.0+ automatically deleting your cookies every time you shut down your computer. That’s why you are not recognized the next time you try to log in and you have to enter the verification code again. To fix this just follow the steps below.
- Within IE 9.0+, click the Tools icon on the upper right side (looks like a gear wheel).
- Select Internet Options from the dropdown list.
- In the Browsing history section, uncheck the ‘Delete browsing history on exit’ checkbox.
- Click the Privacy tab.
- Click the “Advanced” button.
- Select the “Override Automatic Cookie Handling” checkbox.
- Select ‘First-party Cookies‘ and ‘Third-party Cookies‘ radio buttons, if needed.
- Select the “Always Allow Session Cookies” checkbox.
- Click the OK button.
Not using Internet Explorer?
If you’re using Google Chrome in “incognito” mode, pages you view won’t appear in your history — and they won’t leave other traces (like cookies) on your computer after you closer all open incognito windows.
Not sure if you are in incognito mode?
An incognito window looks different from a regular window. The top of an incognito window is gray or blue, depending on your computer or device.
Want to exit incognito mode?
• Click the “X” icon at the corner of the window.
• Use the keyboard shortcut Alt+F4 or ⌘-Shift-W (Mac).
• Close the last tab in a window, which also automatically closes the window.
Where can I check my account balances?
The My Accounts section in the upper left area has all of your accounts categorized by type (Deposit, Savings, Loans, etc.) with the current balance and available balance for each account. Within each category group the accounts are listed in alphabetical order by name – either the original account name or the account nickname that you assigned.
Your first deposit account is displayed at the top of the list and shows the balance and available balance. The Total Accounts value is displayed at the bottom of each account section.
Where can I find when my share certificate matures?
If available with your online services, you will be able to see the maturity date of your share certificate in the account bar without having to access the account details. If the maturity date is available, it is displayed as “Matures on [MM/DD/YYYY].”
Where can I find my transactions?
Clicking Quick Peek opens a new window that shows the balance and available balance along with the most recent transactions or payment activity for that account. High transaction volume accounts (like Checking) will show 5 days of account activity. Low volume accounts (like loans) will show 30 days of account activity. You will also find helpful links to Make a Transfer and Go to account history at the bottom of the window.
Just click the X button on the top right or anywhere outside of the window to close it. Clicking the account name or the Go to account history link opens the Account History Page for that account.
For all loan accounts you will see the balance, next payment amount, a Pay now link (to make the loan payment), interest paid for the current and previous years, recent payments made, and a link to the account history page. Clicking the Pay now link will open the Move money window so you can complete the payment.
How do I hide or show my accounts?
How can I make a one-time transfer using Move Money?
In the upper right portion of the My Accounts section you will see the Make a Transfer button. Clicking the button opens the Move Money window. Select the From and To accounts, enter the transfer amount, then click the Transfer button. If it applies, the number of transfers available and number of transfers used for the month will be displayed below the account field. NOTE: You can use the switch accounts button () to switch the From and To account values.
When you click the Transfer button you will get a message asking you to confirm the funds transfer, as seen in the example below.
When you click the Make Transfer button a transfer complete window will display with all of the relevant transfer details and the option to Make another transfer or Print the transfer details. Transactions will post immediately when you complete the transfer.
This means that we will automatically refresh the page (to get new account balances) when you close the transfers success window shown below. NOTE: If an issue should occur during the transfer process, an error message will instruct you what to do next.
How do I make a loan payment using Move Money?
To make a loan payment using Move Money:
- Click the Pay link to open the Move Money window
- Select the From account from the drop-down list (the Available dollar amount will be displayed)
- Select the To account from the drop-down list (the Balance amount will be displayed)
- Review the Amount to be paid
- Click the Transfer button and review the payment details
- Click the Make Transfer button to complete the payment and display the payment details
- Click Make another transfer to make another transfer or payment, click Print confirmation to print out the payment details, or click Close to close the Move Money window
How long does it take for transfers to display?
Transfers made on the Home Page will display quickly in the My Accounts list and the Account History Page transactions list if it’s supported. This means that we will automatically refresh the page (to get new account balances) once a user closes the transfers success window.
How do I add outside accounts?
Adding outside accounts if you are not enrolled in FinanceWorks
If you are not a FinanceWorks user, you will see the promotional spot in the Outside Accounts module, as shown below. Just click the Get Started link to open the FinanceWorks enrollment page, then follow the onscreen instructions to sign up for free. See the details for adding your outside accounts below.
Adding outside accounts for a FinanceWorks user that has no accounts added yet
Once you have signed up for FinanceWorks, you can start adding your outside accounts (checking, savings, investments, etc.) so they will be available within FinanceWorks and the Outside Accounts module on the Home Page. Within FinanceWorks, outside accounts can be added on the Overview page.
To begin adding outside accounts from the Home Page, click the Add Outside Accounts link in the Outside Accounts module to directly access the Financial Institution Search page in FinanceWorks. Start typing the financial institution name or account name in the field provided, as shown below. Matching names will automatically display below the entry field, so just click on the name you want to select it.
Clicking on the account name opens a new window where you will enter your User ID and Password. This enables FinanceWorks to automatically access your account data and display it in the Accounts column, as well as the Outside Accounts module on the Home Page. Simply follow the on-screen instructions to add each bank or account.
NOTE: You only have to enter your account login information once for everything you set up, except for a Wells Fargo account. You will have to enter your Wells Fargo login credentials every time you access FinanceWorks.
Adding additional accounts in the Outside Accounts module
So what types of financial institutions and accounts can be added? You can add an outside bank, credit union, or investment firm from more than 18,000 financial institutions from across the country. You can also add a variety of accounts: Checking, Share Certificate, Money Market, Savings, Mortgage, Loan, Line of Credit, Taxable Investments and Tax-deferred Investments (that may include securities like stocks, bonds, mutual funds and cash reserves).
The accounts will be organized by financial institution with all available accounts listed for each one, as shown below. There will be a hide/show arrow icon to the right of the financial institution name. Clicking on the arrow icon will open a collapsed group of accounts, or collapse an account set that is open.
When you have added one or more accounts the Outside Accounts module will look more like what you see below. To add an additional financial institution or account, simply click the Add button to directly access the Financial Institution Search page within FinanceWorks.
Each account will display a “Last updated” date and time below the account balance. If FinanceWorks cannot connect to an account, a warning sign is displayed with the following message, “We cannot connect to this account.” Clicking on the How do I fix this? link displays specific instructions of how to use the Go to FinanceWorks link to remedy the issue there.
How do I pay my bills?
At the top of the right column is the Make a Payment section. It looks a bit like a check and can be easily used to schedule a new payment.
Use the following steps to schedule a new payment:
- Click the drop-down button on the Pay to field to see all of the payees. (i.e., all of the payees you already have set up in Bill Pay)
- Click a name on the list to select it. (If a payment has been made to that payee in the last 90 days, it will appear below the payee name)
- Click the date field and select the payment date from the calendar. When the calendar closes the date will be automatically entered into the field. (Dates in the past, weekends and bank holidays cannot be selected)
- Enter a dollar amount in the $ amount field and click the Schedule payment button
- Review the confirmation message to make sure everything is correct
- Click the Yes button to complete the payment
- A success message and the scheduled payment will appear in the Payments already scheduled list. (The Payments already scheduled list displays all payments that have been scheduled but have not yet been sent)NOTE: If for any reason the payment cannot be scheduled, an error message will display and tell you what to do next.
If you are not yet set up for bill pay, the Make a Payment task area will display a message encouraging you to start paying your bills online. Clicking the Go to Payments link will take you to the Bill Pay start page.
How do I use "Rewards" program offers?
If rewards offers appear in an account, you’ll see the ‘Rewards’ section just below the account summary. This is where you can quickly see how many new and active offers you have as well as see how much you have earned (e.g. 5, 22 and $5.99 in the example below).
Clicking the New or On card number link, the Earned this month dollar amount link or the All offers and options link opens the Rewards program summary page where you can find a detailed listing of your new and active offers, as well as a breakdown of how much you have earned. Click here to learn how to opt out of the Rewards program.
How do I use the "Rewards" program summary page?
You’ll notice right away that the summary page is arranged in three columns: Click, Shop and Enjoy. You’ll find a list of every new offer for that account in the CLICK column with the most recent arrivals at the top of the list. Clicking the Add to card link puts the offer on your debit card.
You can review all of the offers that are currently on your debit card in the SHOP column with the offers set to expire soon at the top of the list. Clicking the See full offer link shows the complete offer details. You can also click the Print your offers link to print out a list of your offers.
You can also see how much you have earned in the ENJOY column that is arranged by month. This is how it works, if you make a qualifying purchase with your debit card in April, it will be shown in the ENJOY column as being deposited into your account at the end of May.
Opting Out of the Rewards Program
If you decide that you want to opt out of the Rewards program for a specific account, just click the Stop receiving all offers link near the top of the page and click Yes in the resulting popup to confirm that you no longer wish to receive offers for that account.
NOTE: To start seeing offers again, click the Start receiving offers again link at any time in the Rewards module to opt back in to the Rewards program.
Where can I check my spending?
If you are a FinanceWorks user, you will see the familiar pie chart in the View My Spending section. The pie chart is created with your transaction data that comes directly from FinanceWorks. It shows your spending over the past 30 days and each spending category that you have used is represented by a slice of the pie.
The pie slice categories are listed in a legend next to the chart and show the total value and percentage of the total amount. Please be aware that only Personal spending categories – and NOT those categorized as Business expenses – will appear in the spending chart.
Resting or hovering your mouse over one of the pie slices, displays the category name, total amount and percentage in a pop-up, as seen below.
If you are not yet a FinanceWorks user, instead of the spending pie chart you will see a message encouraging you to sign up. Just click the Go to FinanceWorks link or icon to get started, if it is available.
Why are some transactions on My Accounts list not in the spending chart?
The transactions shown in the spending chart are collected every night from your different accounts by FinanceWorks. But in some cases it may take a day or two for transactions to appear in the chart. FinanceWorks may not be able to get the transactions from one or more of your accounts (e.g., if an account is offline and doesn’t respond). In those cases, FinanceWorks won’t be able to retrieve transactions from that account until the error is fixed.
Where can I find my detailed account history?
Where can I find my full account number?
If we do not mask account numbers, you can go to the account you want and click the account name link to open the Account History Page. Click the See account details link in the account summary window in the upper right-hand part of the screen. If it’s available and not masked, your full account number will be listed with other relevant account details.
When you are finished just click the Hide account details link to collapse the extra information. (NOTE: Your account number can also be found at the bottom of a physical check. It’s the last 7-10 numbers on the right side.)
Where can I see my check images?
First go to the My Accounts area and find the account you’re looking for. Click the account name link for that account to open the Account History Page. The check will display as a link, typically with the check number. Simply click the link to view images of the front and back of the check. Click the Close button at the bottom of the window when you are finished.
How do I print my transactions and check images?
First go to the My Accounts area and find the account you’re looking for. Click the account name link for that account to open the Account History Page.
Print Transactions: Make sure the date range is what you want (e.g., 30 days) or select a different date range using the Change drop-down list. Click the Print icon or link to open a separate window showing the transactions in a printer friendly format. Select a printer, if needed, and click the Print button to send the transaction list to the printer.
Print Check Images: In the Account History Page, open the account that you want and then click the check link that you want to print. With the check images displayed, click the Print icon or link. Select a printer, if needed, then click the Print button to send the check images to the printer.
How do I create or change nicknames for my accounts?
If available, it’s very easy to do. Log in to Online Banking, then…
- Click My Settings in the top-right.
- Click the Rename & Hide Your Accounts link.
- Find the account you want and type the new name in the Nickname column field.
- Repeat this for each account that you want to change.
- When finished, click the Change button.
You should see your account nicknames the next time you log in to online banking.
NOTE: These changes can take up to five minutes or more to take effect.
How do I change the order of my accounts?
Your account categories have been set up to automatically display in a certain order: Checking, Savings, Money Market, Certificate of Deposit, Mortgage Loans, etc. However, if you happen to have multiple accounts within a given category (e.g., two or more savings accounts), you can change the display order of those accounts.
The account names or nicknames within a category appear in alphabetical order, so you can change the account nicknames so the accounts display in the order you want, e.g., My Savings Account will display before zAdvantage Savings Acct because of the added ‘z.’
How can I view another account without logging out?
Just click the Account Summary button in the top menu within online banking (if available), scroll down a bit to the View Another Account fields, then enter the User ID and Password and click the Login button. Or you can click the Transfer button or Online Forms in the top menu (if available). The View Another Accounts fields will be at the bottom of the page.
Why won't my eStatements or eTax form open?
How do I make other transfers?
Additional transfer options may be available within the main Online Banking pages.
Updated: December 1, 2015