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Online Banking Enhancements FAQs

Online Banking and Mobile Banking Upgrade September 2013

Questions And Answers

With the new layout of information, where do I find Transfers, FinanceWorks, TurboTax, e-Statements and Mobile Banking & Alerts?

 The new navigation drop-down “Move Money” is where you can make a transfer or schedule a future transfer. 

Under the new “Manage Money” drop-down, you will find FinanceWorks and TurboTax. 

The “Additional Services” drop-down area includes Mobile Banking & Alerts, e-Statements and Stop Payments.

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Where do I go to nickname an account, change my User ID, change my Password, update my security contact phone numbers and email address, and set alerts & notifications?

The new section “My Profile” includes the features to nickname accounts, change your User ID or Password, change your phone numbers and email address for one-time passcodes, to set alerts & notifications and more.

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I use Quicken. Will I need to re-authenticate through Quicken after the upgrade?

Yes.  To re-authenticate through Quicken, follow these steps:

  • Right click on account name, then select Edit Account Details
  • Select the Online Services tab
  • Select the option to Remove from One Step Update (for each account)
  • Activate the account for One Step Update
  • Through the update process, it should ask whether you want to receive the one time passcode by text, voice call or email.
  • It will list the accounts that were found in your Online Banking and you will be able to link these to your existing Quicken accounts.
  • Even though you are not prompted to register the computer, future authentication should not necessary.

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What are the key bill pay changes?


Bill pay has been refreshed with a new look and intuitive features.

  • An at-a-glance status next to each payee makes it easy to see exactly when bills are due when you use advanced features such as reminders, e-Bills, and recurring payments.
  • The new “Hide” feature allows you to “hide” payees from your list, but keep them active.
  • Common tasks are easier to access with our new Options window. Complete virtually all of your bill pay tasks from one screen.
  • Easily compare your current payment amount to past payments. Simply click on the payment amount field to see your recently completed payments. Want to pay the same amount? Click on it and the payment amount field will auto-fill for you.
  • Quick links give you fast access to alerts and more.

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Is there anything I need to do for the bill pay changes?

There is nothing you need to do. Once the upgrade is completed on September 10th, simply access Bill Pay the way you always have and enjoy the new features.

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Will any of my scheduled payments be impacted?

The upgrade will not affect your payees, e-Bills, scheduled payments or payment history. Rest assured that your information and scheduled payments will remain intact.

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Will Bill Pay be unavailable at any point?

During the short upgrade process, you may not be able to access Bill Pay for a couple of hours. However, the upgrade is scheduled to take place at night during non-peak usage hours.

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Why are you changing the security standards?

We care deeply about keeping your money safe while providing you with easy access to your accounts. With the continued growth of Online Banking, there are increased needs for greater security standards to keep you and your money well protected. In addition, the government issued new guidelines, calling for enhanced security measures for Online Banking. Therefore, we are upgrading our security procedures to provide you with the best protection available.

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What are the new User ID and Password Requirements?


User ID


  • 6-20 characters
  • Must contain 1 letter and 1 number
  • Cannot be all numbers
  • Can contain numbers, letters and the following special characters:

@ $ * _ - = . ! ~

  • Cannot contain any blank spaces




  • 6-32 characters
  • Must contain characters from at least 2 of the following categories:
  • Letters
  • Numbers
  • ANY special characters
  • Cannot be a substring User ID
  • Cannot contain blank spaces
  • In addition, passwords:
  • Are not case sensitive
  • Do not expire
  • Can be reused


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Will I still be able to use challenge questions for Online Banking and Mobile Web Banking?

No. Challenge questions will no longer be used in Online Banking or Mobile Web Banking for enhanced authentication. Instead, one-time passcodes will be used.

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Do I need to authenticate each device that I use?

Yes, you will need to authenticate each device that you use

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Will I have to authenticate my devices every time I log in or only the first time?

You will only have to authenticate your devices the one time.

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For extra security, will I be able to be set my login to require the one-time passcode every time I log in?

Yes.  We highly encourage you to set your device as public and enter the one-time passcode with each login as it offers greater security.

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What new tablets are available with the upgrade?

With the upgrade, Mobile App Banking will be available for the Kindle Fire tablet through the Amazon App Store.

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What are the bill pay enhancements for Mobile Banking?

With the enhancement, payees will be sorted alphabetically and in-process payments will be included in the Scheduled Payments section.

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When will the Mobile Banking enhancements go into effect?

Mobile Web Banking and Mobile App Banking (Android) enhancements will go into effect on 9/10/13 and 9/11/13, respectively.  The Mobile App Banking upgrades for iPhones will be available a few weeks after the 9/10/13 upgrade.

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