FAQs
Online Banking
Q: Where can I learn more about Online Banking?
A: View our tutorial here.
Q: Which browsers can I use to access Online Banking?
A:
Windows
- IE - 8.0 and higher (including IE 10)
- Firefox – 3.4 and higher
- Opera – 10.0 and higher
- Google Chrome – 4.0 and higher
- Operating – Windows XP or Vista, Windows 7, Windows 8
MAC
- Mozilla Camino – 1.5.3 and higher
- Safari – 5.0 and higher
- Firefox – 3.4 and higher
- Opera – 10.0 and higher
- Operating MAC OS (professional Addition)
(IPad users can at times access using the Safari browser, however there are no qualified browsers for this application at this time)
(Cell phone users will be unable to use a browser to connect unless they are enrolled in Mobiliti)
Q: How do I know that I'm logging into THE National Bank's Online Banking and not a phony website designed for phishing?
A: When you enter your Access ID to log into a computer you have already registered, Online Banking will display your Authentication Image and Passphrase so that you know you can safely proceed with your password. When you enter your Access ID to log into an unregistered computer, Online Banking will present you with a Security Challenge Question previously chosen by you; after correctly answering the question, you will see your Authentication Image and Passphrase so that you know you can safely proceed with your password.
Q: What if the Online Banking Authentication Image and Passphrase are incorrect?
A: Please contact THE National Bank at (866) 644-3935 immediately.
Q: What if I have registered my computer, but Online Banking continues to ask me a Security Challenge Question each time I log in?
A: The Security Challenge Information is stored as a cookie on your computer, so if you are presented with a question each time on an already registered computer, then the cookie is somehow being deleted; that is most likely automatically occurring when you close your browser. To check this setting while online, select Internet Options from the Tools menu and go to the Browsing history section of the General Tab. If "Delete Browsing History on Exit" is checked, your cookies are being deleted each time your browser is closed.
Simply uncheck the box if desired. If you ever manually delete your cookies in the future, you will be asked a Security Challenge Question the next time you log into Online Banking.
Q: How do I register additional computers for Online Banking?
A: After correctly answering the Security Challenge Question, you may register your computer by choosing "This is a personal computer. Register it."
Q: How many computers can I use to access Online Banking and how many can I register?
A: You can access your accounts from any number of computers and there is no limit to which ones you choose to register, however we only recommend registering computers you use on a regular basis.
Q: How do I change my Authentication Image and Passphrase or my Security Challenge Questions for Online Banking?
A: Log into Online Banking and choose "Options." Then scroll down to the Security Data section and choose "Edit."
To change the Authentication Image, choose "Change Image" which will show eight random images; by choosing "Remember Image," the image will be held and displayed during the next set which can be advanced by selecting a category and clicking "More Images." Once you have found the image you would like to use, click it to save and return to your Security Data information.
To change the Passphrase or Security Challenge Questions, simply re-enter them in the appropriate fields and change the drop-down boxes if desired.
After a change to the Authentication Image, Passphrase or Security Challenge Questions, choose "Submit" to save the new information.
Q: Why am I locked out of Online Banking and how do I get unlocked?
A: To enhance security, Online Banking will lock your access after three (3) invalid Password/Security Challenge attempts. Contact your local branch for assistance.
Q: What if I am not locked out of Online Banking, but I do not remember my password?
A: Use the "Forgot Password" feature which will send your password to your email address we have on file.
To enhance Security, you will be prompted to change your password during your next login.
Q: What if I cannot access all of my accounts through Online Banking?
A: Contact your local branch for assistance.
Q: What is the deadline to make internal account transfers and internal loan payments with Online Banking?
A: The cut off time for internal transfers and loan payments is 6:00 pm CST.
Q: Is it important for me to keep my email address updated in Online Banking?
A: Yes, notifications will often be sent out by email, so please keep your email address updated. To change your email address while logged into Online Banking, click "User Options", choose "Edit" in the email section; enter and submit your new email address.
Q: What happens if I do not access Online Banking on a regular basis?
A: To enhance security, your Online Banking profile will be deleted after 90 days of non-use; this can be avoided by logging in beforehand. If your profile is deleted, you may Sign Up Now. Please note that if you use Bill Pay and your Online Banking profile is deleted, future dated Bill Payments will be cancelled and your Bill Pay payees will be deleted as well.
Bill Pay
Q: Where can I learn more about Bill Pay?
A: View our tutorial here and review the questions and answers below.
Q: Is there a fee for Bill Pay?
A: No, Bill Pay is absolutely FREE!
Q: How long do I have to wait to use Bill Pay after I've enrolled in Online Banking?
A: Once you've enrolled in Online Banking, your Bill Pay enrollment is automatic! You can start paying bills right away.
Q: How do I log into Bill Pay?
A: Simply log into Online Banking, click on the account number you'd like to make payments from and choose the Bill Payments tab. If this is your first time accessing Bill Payments, a pop-up window will appear verifying your email address, click on Submit.
You will see a Welcome screen offering the choice to view a demo or see the frequently asked questions; when you're ready to proceed, click on Get Started. Upon the first login to Bill Pay you will have the option to use the Quick Start feature for the most common payees in your area or you can choose to click on Go to the Payment Center where you can begin scheduling and paying bills.
Q: What if I need additional assistance with Bill Pay?
A: Call Bill Pay Support at (855) 894-8710. Representatives are available to help you 7 days a week between the hours of 6:00 am through 12:00 am CST.
Q: What is the deadline to make payments with Bill Pay?
A: The cut off time for a regular payment is 9:00 pm CST. If you choose to send a rush payment, the cut off time is 1:00 pm CST.
Q: Can I make Bill Payments to anyone with Bill Pay?
A: Bill Payments can be made to almost anyone in the United States, however, Bill Payments should not be used to settle investment purchases or be made to government or court entities for real estate/income tax payments, alimony, child support or other legal debts.
Q: Can I make my THE National Bank loan payment with Bill Pay?
A: Payments to THE National Bank loans will take a few days to post if done through Bill Pay. To ensure immediate posting of your credit, please schedule your THE National Bank loan payments through the Transfer feature within Online Banking.
Q: How long does it take for my payee to receive my payment with Bill Pay?
A: Your payee should receive the payment on the date you scheduled the bill to be paid. If the payment processes as a check however, posting times can vary depending on the delivery by the U.S. Postal Service and the timeliness of the payment being scheduled prior to the bill due date.
Q: How far in advance should I schedule Bill Payments?
A: In order to provide sufficient time for payments to be received by your payees, verify the payee address with a current statement before sending payments initially. If payments are being sent electronically, we would suggest that you allow at least three (3) business days for processing; for payments processing by check, we recommend that you allow at least five (5) business days for your payment to reach the payee. Weekends and Federal Holidays are not counted as business days.
By allowing adequate days for processing and delivery, you can be sure that your payments are made on time.
Q: What if I need to "Rush" a payment?
A: We do offer expedited payment processing as an additional service if you choose to use that option to avoid late fees. Electronic Payments will show the option of "Pay Today"; these must be scheduled by 1:00 pm CST and will have an associated fee of $9.95.
Check Payments will have the option to click on the next day on the interactive calendar for an "Overnight Check"; these must be scheduled by 1:00 pm CST and will have an associated fee of $14.95.
Q: How do I add a new Bill Payment?
A: From the Payment Center, you can add new payments by clicking on the Add a Bill tab and follow the prompts. You will have the option to search for the company name or you can click on enter all the information for your bill to enter information from your billing stub.
Q: How do I add another account to pay bills from?
A: Contact THE National Bank Electronic Banking department at (563) 441-5810 for assistance.
Q: How can I schedule multiple payments at once?
A: In the Payment Center, you can simply fill in the amount and the dates for each bill you wish to pay and click on "Make Payments" at the bottom of the page. You will get a review page with confirmation numbers and a subtotal of all bills scheduled during this transaction.
Q: How can I schedule my bills to pay monthly?
A: From the Payment Center you will choose the Manage My Bills tab, choose the payee from the drop-down list. You will have the choice of:
• Add an automatic payment
• Set up reminders for this bill
• Update biller information
• Delete this biller
You would choose "Add an automatic payment."
Q: How far in advance can I schedule a Bill Payment?
A: Payments can be scheduled up to one (1) year in advance.
Q: How do I know if my Bill Payments are scheduled?
A: From the Payment Center, you will see your list of payees; the pending and recent payments will be displayed on the right side of the screen with the status of the payment.
Q: How do I know if I can change or cancel a Bill Payment?
A: Electronic payments can be stopped by choosing the specific payee from the "Pending Payments" area in your bill pay page and clicking on "Cancel". Payments scheduled to pay out by paper check will have to be cancelled by placing a Stop Payment Order on them at your local bank office. The normal Stop Pay fee will be charged.
Q: When are the funds debited from my checking account with Bill Pay?
A: The funds will be withdrawn from your account on the date you selected to have the payment delivered if it is being paid electronically. If the payment processes by check, the funds will be withdrawn when the check is cleared just like a check you have written.
Q: I made a payment more than 30 days ago and it has not yet cleared my account, what should I do?
A: You can contact your local bank office to stop the payment. Any check payments that are outstanding more than 90 days will be automatically refunded and credited back to the customer's checking account within 3-5 business days after being stale dated.
Q: What should I do if a payee has not posted my Bill Payment?
A: Call Bill Pay Support at (855) 894-8710. Representatives are available to help you 7 days a week between the hours of 6:00 am through 12:00 am CST.
Q: I want a bill paid on the last day of each month, what should I do?
A: Schedule the payment for the 31st and schedule the recurrence for Monthly. Payments scheduled for the 31st will revert to the last business day of the month. (Example: February bills will be paid on the 28th.)
Q: What if I don't have enough money in my account to cover a Bill Payment?
A: Unless your Bill Payment is properly cancelled prior to the scheduled payment date, your payment will still be made on the date you requested. You may encounter NSF fees if you do not have sufficient funds to cover the payment that was made for you.
Q: Will I be able to view Bill Payments made by check?
A: Yes, because the payments made by check are actually processed as if you had written your own check, they will clear through your account and once they have cleared, you will be able to view the posted check.
Q: What happens to my scheduled Bill Payments if my Online Banking profile is deleted?
A: If your profile is deleted, you may Sign Up Now. Please note that if you use Bill Pay and your Online Banking profile is deleted, future dated Bill Payments will be cancelled and your Bill Pay payees will be deleted as well.
Q: Can a business sign up for Bill Pay?
A: Some Sole Proprietorships may be able to sign up for Bill Pay products. Please contact THE National Bank Electronic Banking department at (563) 441-5810 to determine if you are eligible.
Q: How can I cancel my access to Bill Pay?
A: Simply contact THE National Bank Electronic Banking department at (563) 441-5810 for assistance.
eStatements
Q: Are eStatements really safer than receiving paper statements in the mail?
A: Yes, statistics show that more consumers experience identity theft as a result of dumpster diving or having their mail stolen from their U.S. mailbox; check out our tutorial on identity theft prevention here.
Q: If someone hacks into my email, will they be able to view my eStatement?
A: No, we don't email the actual eStatement, but rather the notification that it is ready for you to retrieve through your secure Online Banking access.
Q: If I do not choose "Accept" when offered eStatements, will I ever be offered them again?
A: If you choose to "Decline", you will be offered eStatements again in ninety (90) days; if you choose "Ask Me Later", you will be offered eStatements again in seven (7) days.
Q: Can I sign up for eStatements anytime?
A: Yes, by choosing the "Options" tab (displayed on all consumer online banking screens) and choosing "Edit" in the "eStatement Enrollment" section, you will be taken to the enrollment page.
Q: Which accounts can I enroll in eStatements through Online Banking?
A: You will be able to enroll any checking or savings account which you are an owner on through Online Banking.
Q: What if I want to enroll accounts that I am not the primary owner on?
A: You can still enroll for eStatements online as long as you are an owner, it does not matter if you are the primary or secondary owner.
Q: Will eStatements include images of my cleared checks?
A: Yes, if you receive images in your paper statements, you will also get them with eStatements.
Q: During the eStatement enrollment, why is the check box next to "I have read and agree to the Electronic Statement Disclosure" grayed out, not allowing me to check it?
A: Clicking the "Electronic Statement Disclosure" will open a PDF document to read the terms; after you have opened and read this, the box can be checked.
Q: How long are eStatements available through Online Banking?
A: eStatements are available for one year.
Q: How can I save an eStatement copy to my computer so that I can view it in the following year?
A: With the eStatement opened, click the "Save" icon or click to open the document, chose the "File" menu and choose "Save a copy," chose the location you'd like to save it to and click "Save".
