Click on a problem below for information and suggestions related to that problem.

1. I've forgotten my Sign-On ID and/or Password.
2. I've requested an Account to be added, but it doesn't show up in my Account Summary.
3. When I click on the Register of an account, the register shows no transactions.
4. When I sign in, I am immediately presented with an ALERT screen saying I have performed an illegal activity.
5. While working with Internet Banking, I am occasionally presented with an ALERT screen.
6. What are Cookies?
7. There is a transaction in my register that I don't recognize.
8. I've scheduled a payment or transfer and it has not been made.

Problem #1

I've forgotten my Sign-On ID and/or Password.

Recommendation:

If you know your Sign-On ID, but you forget your password you can try our automated password retrieval tool. From the Sign-on page below the submit button you will see the “Can't remember your Password? Click Here”, this will take you to the Forgot Your Password Page. From here you will be asked to enter your valid Sign-On ID, once the system validates your ID you will be asked a challenge question; Your secret question/phrase will be displayed and you will be prompted to enter your response. If your response matches what is stored, your password will be e-mailed to your email address on file with Internet Banking.

If you have forgotten your Sign-On ID, or are still experiencing problems relating to Internet Banking please contact our Online Banking Support Department. You can contact us either by submitting a Feedback form (link located on bottom portion of the Sign-On page) or contact our Online Banking Support Department (Monday through Friday from 8:30 AM to 5:00 PM).

If you forget your password for your business accounts, you must call the System Administrator for your company. This is an individual within your company who was enrolled as the System Administrator.

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Problem #2

I've requested an Account to be added, but it doesn't show up in my Account Summary.

Recommendation:

When you request an account to be added, the request is placed in a queue for verification. This verification process may take a couple of business days. If, after a couple of days have passed, the account doesn't show up in your account summary page, send a message to the Support Desk and the matter will be researched.

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Problem #3

When I click on the Register of an account, the register shows no transactions.

Recommendation:

Posted transactions to your account are tracked by the system from the point of enrolling or adding the account. So, as time goes by, transactions will begin to show in your register. If you have had transactions in your register in the past, and they are no longer showing, send a message to the Support Desk, and the matter will be researched.

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Problem #4

When I sign in, I am immediately presented with an ALERT screen saying I have performed an illegal activity.

Recommendation:

This is most commonly caused by your browser not being configured to accept cookies.

You should be aware that Internet Banking depends on cookies to verify your identity after signing in. If you've disabled cookies from within your browser, or if you are running third-party software that intercepts or deletes cookies, you will not be able to use Internet Banking to manage your accounts.

With Microsoft Internet Explorer, you have the option of configuring your browser to disable all cookie use, to accept all cookies, or to alert you every time a cookie is offered. You can then decide whether to accept one or not.

If you have your cookies disabled, you will be presented with an ALERT page whenever you attempt to Sign-in to Internet Banking.

For more information on how to Configure your browser software for Cookies:There are numerous Website Browser software packages to choose from, please refer to your vendor's software help menu for details on setting cookies.

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Problem #5

While working with the Application Name, I am occasionally presented with an ALERT screen.

Recommendation:

Internet Banking will automatically sign you out if you have remained idle for a period of time. This is done in case you have forgotten to sign-off of the system. If you are idle on a particular page for a while, the system may interpret this to mean that you have left the system and will subsequently sign you off. When you then request your next page, you will be presented with the ALERT screen and you will need to sign back on again.

If you have not been idle for any period of time and you receive the ALERT screen, this may be caused by your browser's cookie configuration (see the previous problem).

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Problem #6

What are Cookies?

Recommendation:

Cookies are small text files on your system, used for keeping track of settings or data for a particular Web site. Because the servers that receive your requests for Web pages have no way of knowing specifically who is making a request, they have no way of storing settings for specific users or changing the page they send based on choices a user has made on another page.

Cookies solve this problem by saving settings on your (the user's) system. When your browser requests a page, it sends the settings that apply to that page along with the request. Because your browser will send back only the settings to the server that originally created them, cookies are a very secure way of maintaining data that is specific to a particular user.

Cookies can be temporary or permanent. Your browser keeps track of temporary cookies as long as it is running, but deletes them when it is shut down. Temporary cookies are used to pass information between Web pages during a single visit. (Online Banker uses this method.)

Your browser saves permanent cookies as tiny files on your system to maintain settings or data between multiple visits. "Permanent" cookies are actually set to expire at some time in the future (commonly between 30 days and a year from their creation date), and are automatically deleted from your system at that time.

Cookies are currently the only way to save personal choices between visits to a Web page without having to log on each time you come to the page.

Cookie Concerns

Although disabling cookies for your browser is an option, it's intended for a small minority of people with extreme security or privacy concerns. If you choose it, you give up a lot of convenience in exchange for a small amount of perceived privacy.

For example, with or without cookies, it is currently possible for the creators of a Web site you visit to keep track of such things as the following:

• The address of the page that contained the link that brought you to their site
• All the pages you visit on their site
• Choices you made on forms on their site
• What browser you are using
• Extensions you might have added to your browser
• The operating system you are using
• The time your system clock is set to
• The absolute address (IP address) of the server that connects you to the Internet

The only thing cookies add is the ability to keep track of this type of information over multiple visits, thereby allowing the creators of the Web site to build a more precise profile of a particular visitor's preferences.

But the creators of a Web site do not have access to personal information such as your name or your e-mail address unless you specifically give it to them. Therefore they have no way of matching any data they might have gathered with a specific user.

The only information available to a Web site that comes close to identifying you specifically is the IP address, but most Internet servers provide connections for multiple users, and each user is usually assigned a new IP address randomly each time they log on.

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Problem #7

There is a transaction in my register that I don't recognize.

Recommendation:

If there is a transaction in your register that you don't recall making or creating, send a message to the Online Banking Support Department, specifying the transaction information, and the issue will be researched.

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Problem #8

I've scheduled a payment or transfer and it has not been made.

Recommendation:

If your payee has not posted the payment to your account within a few days of receiving it, send a message to the Online Banking Support Department to inquire about the status of the payment.

Be sure to provide the item's reference number (the reference number is displayed on the Register screen under the "Num" column). The payment/transfer will then be traced and a status response will be sent to you.

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