Online Banking Questions
Getting Started
Internet banking, fees, troubleshooting and usage questions.
{beginAccordion}
What services are available with Internet Banking?
Check your account balances. Confirm which checks, deposits, withdrawals and ATM transactions have cleared. Transfer funds between your Internet Banking checking and savings accounts. Download transactions to financial packages.
Who do I call if I need help with my Internet Banking service?
If you have questions concerning our online services, please call a customer service representative at 712-246-5118 or 712-385-8127.
How do I know if a transaction was completed during a system crash?
There are a few ways to know if the transaction in question was completed: Look at the account activity on the account from which you performed the transaction. All completed transactions will appear on the Account Summary page. You should have seen a Transfer Preview page displaying a summary of the transaction information. If you clicked the Transfer Now button and received a transaction trace number, the transaction was completed. You can call one of our customer service representatives at 712-246-5118 or 712-385-8127, if you have further questions.
If I share a checking account with someone else, do we both need to enroll or can we share an Internet Banking account?
For your security, we require every Internet Banking customer to have a unique User ID. There is only one login and password for any one account.
Can I use Internet Banking from more than one location?
Yes. You can access Internet Banking from any computer with Internet access.
Are my deposits safe?
Your deposits are insured by the Federal Deposit Insurance Corporation (FDIC) up to $250,000 per depositor. To learn more about FDIC, visit them online at www.fdic.gov.
{endAccordion}
Navigation
Getting around and finding the information you want.
{beginAccordion}
How do I refresh the page information?
The Internet Banking site utilizes frames. In a frame environment, the URL in the address bar at the top of your browser doesn't change each time a new page is loaded. If you click on the refresh button, you will refreshing the login page. If you need to refresh the page, simply click on the "Reload Page" link on the top right corner of the browser window.
Why does the left side menu list change?
Certain options, i.e. transactions and statements, are not available until you select an account from the account list page. You will also need to select an account before you can view the list of scheduled transfers.
{endAccordion}
Equipment and Software
Using Internet Banking with 128-bit encryption capable web browsers.
{beginAccordion}
What if my computer does not have 128-bit encryption?
If your computer does not currently use 128-bit encryption, simply follow the appropriate instructions for your browser listed below. If you have questions or need additional help, please call a customer service representative at 712-246-5118 or 712-385-8127 and we'll be happy to walk you through the process.
Microsoft Internet Explorer
http://www.microsoft.com/windows/internet-explorer/
Safari
http://www.apple.com/support/safari
Firefox
{endAccordion}
PASSWORD
What is a Password? The selecting, changing, and receiving of Passwords.
{beginAccordion}
What is a PASSWORD?
Your Password is a security code that allows the Internet Banking system to verify that a request to access your account is authorized by you. Your confidential Password prevents unauthorized use and ensures complete security when making transactions on your accounts.
How do I select a PASSWORD?
When selecting a Password, use something that is not easily guessed- avoid birthdays and addresses. Avoid using the same Password each time, and memorize your Password. Do not write it on the back of your card or keep it with you. Since the Password is for security purposes, you should not disclose it to anyone. To select a Password, please refer to the Password Request pages within Account Services.
Can I change my PASSWORD?
Yes. Your new password must meet these guidelines: Your new password must contain characters from EACH of the following three groups. uppercase and lowercase letters (A,a,B,b,C,c and so on) numerals symbols such as !,@,# and so on The new password must have at least 6 characters but no more than 12. The first character must be a letter or a number. The new password cannot have any spaces or periods in it. The new password must have at least one symbol character in the second through sixth positions. Use the Change Password form if you want to change your current internet banking password. Please be aware that no one at the bank will be able to find out what your password is. The new password will go into effect the next time you login.
{endAccordion}
Glossary
Terminology used within these Help topic pages.
{beginAccordion}
List of Terms
Account Nickname
A name you give an account to make it easier for you to identify.
Accrued Interest
The amount of interest earned to-date on your CD.
Algorithms
A list of instructions used to complete computer tasks.
Annual Fee
The amount we charge you to have a credit card account with us. The fee is assessed once per calendar year. The amount of your annual fee varies based on the type of credit card account you have with us. The annual fee is charged to your credit card account just like any other vendor charge, and appears on your statement in the same billing cycle during which the fee was charged.
Annual Percentage Rate (APR)
The cost of the credit expressed as a yearly rate. It is based on the "finance charge" (which is the dollar cost of the credit) and expresses the dollar cost in terms of percentage cost on an annual basis. The APR is often higher than the interest rate because it is based on the "finance charge" which includes various charges for the loan as well as the interest that will accrue at the contract rate.
Annual Percentage Yield (APY)
A rate that reflects the total amount of interest paid on an account, based on the interest rate and the frequency of compounding for a 365-day period.
Available Balance
The amount available in your account that you can use right now.
Browser
A browser is a software application that allows Internet users access to World Wide Web (WWW) pages on their own computers. Two of the more popular browser products are Netscape Navigator and Microsoft Explorer.
Business day
Our bank defines a business day as Monday through Friday. All bank holidays are not considered business days. Our Bank holidays are New Year's Day, Martin Luther King Day, President's Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veteran's Day, Thanksgiving and Christmas Day.
Cookie
A piece of data given to a browser by a web server and handed back to the browser on subsequent visits. We use cookies at login registration and elsewhere when you enter customized information such as your zip code. Recording a cookie at such points makes your online experience easier and more personalized. It also allows us to recognize you as a customer and automate your online experience.
Current Balance
The total of all transactions posted to your account as of the previous business day. Your current balance and available balance may differ.
Current Rate
The percentage rate of interest on an account.
E-mail (Electronic Mail)
Messages, usually text, sent from one person to another via a computer. E-mail can also be sent automatically to a large number of addresses.
Early Withdrawal
The act of taking money from a Certificate of Deposit (CD) before the CD's maturity date.
Early Withdrawal Penalty
The penalty you pay for withdrawing money from a CD before its maturity date. For example, if you have a 5-year CD, but you withdraw the money after only two years, you may be charged a penalty. Refer to your Terms of Agreement for Early Withdrawal.
Encryption
The encoding of a file in order to protect its contents. This entails a word or group of words essentially written in a secret code language - a language useless to anyone but you and your bank, to protect that message from unwanted viewing or tampering.
FDIC Insurance
Each First Heritage Bank depositor is insured up to $250,000 through the Federal Deposit Insurance Corporation (FDIC). First Heritage Bank deposit products are checking accounts, savings accounts and certificates of deposit only.
Hit
As used in reference to the World Wide Web, "hit" means a single request from a Web browser for a single item from a Web server; thus in order for a Web browser to display a page that contains three graphics, four "hits" would occur at the server: one for the HTML page and one for each of the three graphics.
HTML
Hypertext Markup Language is a language used to create documents and hyperlinks on the Internet.
HTTP
Hypertext Transfer Protocol lets computer users exchange information over the Internet.
Index Rate
A variable interest rate that is tied to an index.
Interest
The amount paid by a borrower to a lender in exchange for the use of the lender money for a certain period of time.
Interest YTD
The total amount of interest you have paid on your loan so far during the current calendar year.
ISP (Internet Service Provider)
An institution that provides access to the Internet in some form, usually for money.
LAN (Local Area Network)
A computer network limited to the immediate area, usually the same building or floor of a building.
Last Statement Date
The last statement date is the date your last statement was processed.
Line of Credit
A loan commitment for a sum of money to be drawn against in increments during a specific period of time, usually under a loan agreement containing all of the terms and conditions controlling the line of credit.
Maturity
A termination date or period of a note. For example, a 30-year mortgage has a maturity of 30 years.
Modem (Modulator Demodulator)
A device that you connect to your computer and to a phone line that allows the computer to talk to other computers through the phone system. Basically, modems do for computers what a telephone does for humans.
Notary Public
One who is authorized by the state or federal government to administer oaths and to attest to the authenticity of signatures.
Online Transfer
The electronic movement of funds from one account to another.
Outstanding Balance
The amount currently owed on a debt.
PDF: Portable Document Format
Portable Document Format (PDF) is a standard file format for distributing electronic documents. Adobe PDF files can be viewed, saved, and printed by using Adobe Acrobat Reader software. The basic Adobe Acrobat Reader software is available for free directly from Adobe.
Pending Payment
A payment that has been scheduled but has not yet been paid. A payment will stay on your Pending Payment list until the scheduled payment date.
Password
A number or character that is used to identify yourself. This should be very unique in order to ensure privacy. We also suggest that your password be changed frequently.
Personal Identification Number (PIN)
Your Personal Identification Number (PIN) is a security code that allows the Internet Banking system to verify that a request to access your account is authorized by you. Your confidential PIN prevents unauthorized use and ensures complete security when making transactions on your accounts.
Power of Attorney
A legal document that authorizes another person to act, either a specific act or generally, in the stead of the person drawing the instrument, terminable automatically upon the death of either party.
Prime Rate
A benchmark that a bank establishes from time to time and uses in computing an appropriate rate of interest for a particular loan contract.
Recurring Payment
A payment that is for a fixed amount and occurs at regular intervals, e.g., monthly.
SSL (Secure Sockets Layer)
A protocol designed by Netscape Communications to enable encrypted, authenticated communications across the Internet. SSL is used mostly in communications between Web browsers and Web servers. URLs that begin with "https" indicate that an SSL connection will be used. A secure site is one which supports SSL.
Telephone Transfer
The movement of funds from one account to another by phone.
URL (Uniform Resource Locator)
The standard way to give the address of any resource on the Internet that is part of the World Wide Web (WWW). The most common way to use a URL is to enter it into a WWW browser program such as Netscape or Microsoft Explorer.
User ID
Your User ID identifies you when you login to the the bank Internet Banking website.
Variable Rate
An interest rate on a loan that during the term of the loan varies in relationship to some other rate, index or formula.
WWW (World Wide Web)
The universe of hypertext servers (HTTP servers) which are the servers that allow text, graphics and sound files to be mixed together.
Firewall
A combination of hardware and software that separates a Local Area Network (LAN) in two or more parts for security purposes.
{endAccordion}
General Banking Questions
Account Information
Account types, stop payments, posting of deposits and transactions.
{beginAccordion}
What is the difference between the various transaction views?
Current Business Day: The "Current Business Day" link displays all the transactions that are pending for the current business day. Current Statement: The "Current Statement" link displays all the transactions that have occurred during the current cycle. Previous Business Day: The "Previous Business Day" link displays all transactions that occurred the previous business day. Previous Statement: The "Previous Statement" link displays all the transactions that occurred since the last statement cycle. Transaction Menu: The Transaction Menu supplies an all-in-one page listing of account information. From this page, account balances, deposit information, and current account information can be viewed. The Transaction Menu includes three sections:
How can I view my checks online?
Check images can be viewed on all check transactions except for current day transactions. Check images can only be viewed if your financial institution has the capability to capture and image your cancelled checks. To view a check image, click on any of the following options: "Current Statement", "Previous Business Day", or Previous Statement". Click the hyperlink in the "Check Number" Column of the check image you wish to view. This will display the front of the check. To view the back of the check, simply click the "View Back of Check" link. You can also use the Check Image Search. This allows you to search by check number and date.
Can I have more than one account enrolled in Internet Banking?
Yes. You can access all of your bank accounts online. Once you have enrolled one account, you can add additional accounts by contacting a bank representative. Then you will be able to use the same User ID and Password to view information about all of your accounts.
What is the difference between Current and Available Balance?
Your Current Balance is the money that is in your account at the moment. Your Available Balance includes your available line of credit and any Memo posts that are pending at the time of your inquiry.
What is a memo in my account activity?
A memo is a note that is attached to your account when you have made a transaction on your account, but the bank has not actually processed the transaction. Common Memo transactions include debit card transactions, line of credit advances and ATM activity. When the bank processes the transaction, the Memo will be removed and a debit or credit will replace it. The one exception to this process is a debit card transaction. If the merchant where you used your debit card does not process that transaction the same day, the Memo debit will be taken off your account, and your account will be credited back the amount.
How current is the information I can view with Internet Banking?
Using the Account Summary feature of Internet Banking will give you the most current balance available, including any recent transactions/purchases. But, a transaction cannot be viewed until it has actually posted to your account.
What if I forget my password?
If you forget your password or enter it incorrectly, an error will be displayed on the screen and allow you to login again. After 3 unsuccessful attempts, your account will be locked. This means that you will have to contact the bank and ask if your internet banking account can be re-activated. The bank representative will be able to generate a new random password for you. The first time you login, your will be required to change you password. If you have any questions, please contact your bank representative for assistance.
Why can't I place a stop payment on a check online?
A stop payment is a time-sensitive matter. The most efficient way to place a stop payment is to call a bank representative.
What should I do if I have not received checks within two weeks of ordering them?
Please call us, and a bank representative will assist you.
What if I have a comment or suggestion for Online Banking?
We always want to give you the answers you need, when you need them. So if you ever have a question or comment, please feel free to contact us by phone, writing, or e-mail.
How long does it take for my deposit to be posted to my account?
Deposits sent via direct deposit or ACH are posted to accounts on the same day they are sent. It is not possible for us to determine how long it will take to receive a deposit via U.S. Mail; however, all deposits will post on the same business day they are received, but may not be immediately available. Customers are encouraged to ensure that their deposit posts to an account prior to initiating any transactions.
Why is my balance on the Account Summary screen different from the balance on the Account Detail screen?
The Account Summary page may not reflect some items that are pending for processing. Please refer to the account transactions within the Account Detail to see which items have posted to your account.
If I am uncertain about a transaction on my account, how can I find out what it is for?
If you are unsure of a transaction on your account, please call one of our bank representatives to assist you.
What type of accounts can I access using Internet Banking?
Checking, Savings, Certificate of Deposits, Line of Credits, Credit Cards, Loans and IRAs
{endAccordion}
Checking
Information regarding checks and bank checking accounts.
{beginAccordion}
Does Internet Banking accept direct deposits?
Yes, Internet Banking does accept direct deposits. For more information, please visit our Direct Deposit page within Make A Deposit.
How is interest calculated on my checking account?
Interest compounds and is credited to your account quarterly, based on your statement cycle.
Can I add a joint owner to my account?
Yes. If you would like to add a joint owner to your account, simply call us and a bank representative will assist you.
How can I make deposits into my account?
There are many convenient ways you can deposit money into your checking account.
These options include: Mail us a check. Set up an automatic direct deposit into your account. Wire funds into your account. Transfer funds from another institution. Transfer funds from an existing Internet Banking account. Advance funds from your credit card. Visit a branch nearest you. For more information regarding account deposits, please refer to the Make A Deposit page within Account Services. Note: There may be a delay in fund availability when deposits are made by debiting your account at another institution. Funds will be available on the next business day for local banks and in 5 business days for non-local banks.
How long before my deposit will post to my account?
Your deposits sent via direct deposit, ACH or transferred from another Internet Banking account, generally post to the account on the same business day they are submitted. It is not possible for us to determine how long it will take to receive deposits sent via U.S. mail. All deposits will post on the business day in which they are received. We do recommend that customers verify their account balances prior to initiating any debit transactions.
How can I withdraw funds from my account?
There are several easy and convenient ways you can access funds from your Internet Banking accounts. Write a check. Use your Check Card. Wire transfer funds. Visit any of our ATMs. Use Internet Banking. Request a cashier's check. Visit a branch nearest you.
Will I still receive a statement for my checking account in the mail?
Yes, our bank sends quarterly statements on all savings accounts. If you do not receive your statement, please call a bank representative for assistance.
Can I order a copy of a past statement?
Yes. To order a copy of a past statement, please call a bank representative for assistance. Any applicable fees will be billed to your account.
How do I stop payment on a check?
A stop payment is a time-sensitive matter. The most efficient way to place a stop payment is to call a bank representative for assistance.
Who should I contact if I have problems with my account?
We always want to give you the answers you need, when you need them. So if you ever have a question about your account, please feel free to contact a bank representative.
Do you return my canceled checks?
If you have an account that returns images of your canceled checks, your checking account images are always included in your quarterly statement.
Do you offer overdraft protection on checking accounts?
Yes. Our bank offers redi-reserve plans for overdraft protection on your checking accounts. For more information, please call a bank representative.
What if I need to change my address?
To change your address, please contact a bank representative.
{endAccordion}
Savings
Information regarding bank savings accounts.
{beginAccordion}
How is interest calculated on my savings account?
Interest compounds and is credited to your account quarterly based on your statement cycle.
Can I add a joint owner to my account?
Yes. If you would like to add a joint owner to your account, simply call us and a bank representative will assist you.
How can I make deposits into my account?
There are many convenient ways you can deposit money into your savings account. These options include: Mail us a check. Set up an automatic direct deposit into your account. Wire funds into your account. Transfer funds from another institution. Transfer funds from an existing Internet Banking account. Advance funds from your credit card. Visit a branch nearest you. For more information regarding account deposits, please refer to the Make A Deposit page within Account Services.
How can I withdraw funds from my savings account?
There are several easy and convenient ways you can access funds from your savings account including writing checks (on select Money Market accounts); visit any of the in network ATMs located worldwide; wire transfer funds; use Internet Banking or visit a branch near you.
Will I still receive a statement for my savings account in the mail?
Yes. Our bank sends a quarterly statement on all savings accounts. If you do not receive your statement, please call a bank representative for assistance.
Who should I contact if I have problems with my savings account?
We always want to give you the answers you need, when you need them. So if you ever have a question on your account, please feel free to contact a bank representative.
{endAccordion}
Loans
Information on loan payments, rates and loan types.
{beginAccordion}
How do I make my loan payment?
There are several options available to make your loan payment. These include: Transfer funds from your Internet Banking account online FREE. Have a payment automatically withdrawn from your account monthly. Mail payments in every month.
Are there any penalties for paying my unsecured loan off early?
No. Our bank does not assess any penalties for early payoff. If you would like to make additional principal payments to your loan, please contact a bank representative for assistance.
How will I receive my loan proceeds?
Our bank offers several options to receive your loan proceeds. We can either disburse funds to your checking or savings account, or if you prefer, mail you a check.
How is a variable rate different from a fixed rate?
Fixed rates do not change over the term of the loan. A variable rate, known as a floating or adjustable rate, can change over the term of the loan. Variable rates adjust periodically and are based on a standard market rate outside bank control.
How is a secured loan different from an unsecured loan?
With a secured loan, customers are backing the loan with a pledge of collateral, such as a car or home. With an unsecured loan, also known as a signature loan, the loan is not backed by any collateral.
{endAccordion}
Lines of Credit
Types, fees and payment to lines of credit.
{beginAccordion}
What types of lines of credit do you offer?
Our bank offers several different line of credit plans to meet your needs. For more information regarding lines of credit, please call a bank representative.
How do I make payments to my line of credit?
There are several options available to make your line of credit payment. These include: Transfer funds from your Internet Banking account online FREE. Have a payment automatically withdrawn from your account monthly. Mail payments in every month.
Where do I send my line of credit payments?
Please send your line of credit payments to our main bank location.
Do I have to pay off the outstanding balance every month?
No. You don't need to pay the total outstanding balance on your line of credit every month. However, you will need to make the minimum payment.
{endAccordion}
