Frequently Asked Questions
Personal Online Banking
General
Security
Enrollment (Sign Up)
User ID's and Passwords
Forgotten Password System
Personal Online Banking Login
Viewing Account Information
Online Funds Transfers
Online Bill Payments
Check Images
Stop Check Requests
Alerts
Message Center
Support
General
What is Personal Online Banking?
Personal Online Banking is a Web-based service that provides you
with a secure, convenient way to conduct your banking with us from any location
with Internet access. Personal Online Banking is available 24 hours a day, 7
days a week.
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What are the features of Personal Online
Banking?
With Personal Online Banking you can:
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Check your account balances
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View real-time account activity
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View images of cleared checks
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Transfer money between your bank accounts
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Make one-time or recurring Online Bill Payments
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Request stop payments on checks
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Reorder checks
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Set up alerts for balances, cleared checks, and other valuable
information
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Send secure e-mail messages to Personal Online Banking Support
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What is Online Bill Payment?
Online Bill Payment is a secure, convenient way to make electronic
payments to businesses or individuals that you currently pay by paper check
from your primary checking account.
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What are the features of Online Bill
Payment?
With Online Bill Payment you can:
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Make one-time payments
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Schedule recurring payments
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Track pending payments
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Manage payee information
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Create custom bill payment reports
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Is there a charge for using Personal
Online Banking?
Personal Online Banking is available at no cost. General account
fees still apply. See the terms and conditions for Personal Online Banking or
your individual account agreements for more information.
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Is there a charge for using Online Bill Payment?
The Online Bill Payment service is available for use at no cost. General
account fees still apply. See the terms and conditions for Personal Online
Banking or for your individual account agreements for more information.
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Can I view my business accounts in Personal Online
Banking?
Personal Online Banking is designed for personal accounts only. We offer
Business Express for commercial accounts. To sign up for Business Express, call
1-800-946-2264.
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Security
Is Personal Online Banking safe to use?
Yes. Your Personal Online Banking account and transactions are
protected by 128-bit SSL (Secure Socket Layer) technology and data encryption.
A status message appearing at the top of your Account Summary page also lets
you know when the last registered visit to your account was.
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What is 128-bit SSL encryption?
The 128-bit SSL (Secure Sockets Layer) gives you one of the highest levels of
security possible for protecting confidential transactions over the Internet.
It is an encryption process of converting sensitive information into a string
of unrecognizable characters to prevent theft of confidential information.
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What type of Internet browser do I need?
In order to use Personal Online Banking, you must use a browser that supports
128-bit SSL encryption and cookies. Recommended Internet browsers include:
Microsoft Internet Explorer 5.5 and higher, Netscape 6.2 and higher, AOL 7.0
and higher, AOL for Mac, Safari 1.2x or Mozilla Firefox 1.0.
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What are "cookies" and why are they required?
A "cookie" is a very small text file placed on your hard drive that is
essentially your identification card for Personal Online Banking. It is
uniquely yours and can only be read by the server that gives it to you. As part
of the security of your data, cookies help specify particular browser and
security requirements.
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How can I tell if I have a secure connection to
Personal Online Banking?
You will know that you are visiting a secured site when you see https://
instead of http:// in the address field on your browser and when the padlock
symbol is showing at the bottom of your browser screen.
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What other precautions do I need to know for
Personal Online Banking?
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Keep your password confidential. Never provide your password to
anyone and change it frequently.
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Do not write your password down or keep it in a place that is easily accessible
to others.
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Never walk away from your computer without "Signing Off" from your
Personal Online Banking account.
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Keep your computer up to date and protected by using the latest
browsers, anti-virus software, anti-spyware software and software updates when
feasible.
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Visit "Warning - email fraud" on our homepage for more information
on protecting your accounts from fraud.
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Enrollment (Sign Up)
How do I sign up for Personal Online
Banking?
Signing up for Personal Online Banking is easy! Refer to the "Online Services"
menu found on our homepage under "Personal Banking". Select "Enroll" next to
the name of the state in which your accounts were opened. This will take you
directly to the correct enrollment page for your accounts.
Complete the enrollment screens and you're on your way!
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How do I sign up for Online Bill Payment?
When you enroll in Personal Online Banking, you are automatically set up for
Online Bill Payment if you have a checking account with us.
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What information is required when I sign up for
Personal Online Banking and Online Bill Payment?
You will need to have your last checking or savings statement available when
you enroll to answer some necessary questions. We verify that you are a client
with us by asking you to enter the following information during the
self-enrollment process:
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Social Security Number
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Name (as it appears on your account)
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Account Number
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Last Statement Balance *(as it appears on your last statement)
In addition, you are also asked to enter a valid email address.
If you have someone else such as a spouse or family member who will be sharing
use of the online account, enter him or her as an authorized caller.
* If your account is newly opened and you have not received a statement
on the account, use ".00" without a dollar sign ($) in front. If your statement
has a negative balance, enter ( - ) at the beginning of the amount.
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User ID's and Passwords
Can I select my own User ID and
Password?
Yes. During enrollment, you will be prompted to create your own
unique User ID and Password. You can create any User ID and Password you wish,
as long as the User ID is not being used by another client.
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What are the requirements for creating my User ID?
Your User ID must meet the following requirements:
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Must be a minimum of 8 characters, and a maximum of 16 characters
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Must contain at least (2) two alpha characters, and at least (2) two
numeric characters
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Is case sensitive
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Cannot be the same as the Password you have created
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What are the requirements for creating my
Password?
Your Password must meet the following requirements:
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Must be a minimum of 8 characters, and a maximum of 16 characters
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Must contain at least (1) one alpha character, and at least (1) one
numeric character
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Is case sensitive
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Cannot be the same as the User ID you have created
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What if I forget my User ID?
If you forget your User ID, please call Online Banking Client
Support at 1-888-493-5142. This phone number is accessible 24 hours a day, 7
days a week with the exception of holidays.
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What if I forget my Password?
If you forget your Password, you can use the Forgotten Password system found on
the Login page to help you access your account. If you need assistance
with using the Forgotten Password system, please refer to the "Forgotten
Password System FAQ's" for additional instructions. If you need additional
assistance, call Online Banking Client Support at 1-888-493-5142. This phone
number is accessible 24 hours a day, 7 days a week with the exception of
holidays.
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How do I change my User ID?
To change your User ID, login to your Personal
Online Banking account and click on "Administration" in the menu panel on the
left side of the screen. Select "Change User ID" in the sub-menu and enter in
your new User ID. Click "Apply" to complete the change. You may also call
Online Banking Client Support at 1-888-493-5142 and they can change your User
ID for you.
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How do I change my Password?
To change your Password, log into your Personal Online Banking account and
click on "Administration" in the menu panel on the left side of the screen.
Select "Change Password" in the sub-menu and enter your "Current Password",
"New Password" and "Confirm Password". Click "Apply" to complete the change.
Note: Online Banking Client Support cannot change your Password for you.
However, they can generate a new temporary password for you in the event you
are not able to use the Forgotten Password System successfully.
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Forgotten Password System
What is the Forgotten Password System?
The Forgotten Password System is a valuable self-service tool that
uses validation questions to assist you with logging into your account in the
event you forget your password.
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How do I set up the Forgotten Password System?
As part of the enrollment process, you will automatically be prompted to
complete the Forgotten Password System enrollment. To enroll, answer 5 of the 7
questions displayed. Remember, the answers to these questions will be
used in the event you forget your password.
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How do I use the Forgotten Password System if I forget
my password?
If you have forgotten your password for Personal Online Banking, visit the Sign-On
page. Enter your User ID in the User ID field and click "Forgot your
password?" to display the Forgotten Password System Verification page.
Enter your answers to the questions displayed and click "Continue" to be taken
to the Verify your Answers page. Click "Submit". Once you have verified
your new answers are correct you will be taken to the Change Password page.
Enter the new password you want to use for signing in to online banking and
click "OK" to submit the new password. You will automatically be signed into
your account and taken to the Account Summary page.
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Can I change my answers to the Forgotten Password
questions?
To change your answers to the forgotten password questions you previously
created, click on "Administration" in the menu panel on the left side of the
screen and select "Forgotten Password" from the sub-menu to display the Forgotten
Password System Maintenance page. Click "OK" to display a pop-up box
with 7 forgotten password questions to choose from. Enter your new answers to 5
of the 7 questions and click "Continue" to be taken to the Verify your Answers
page. Click "Submit" once you have verified your new answers are correct to
complete the change process.
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Personal Online Banking Login
How do I login to my online account?
To login to your account, refer to the "Online Services" menu found on our
homepage. Under "Personal Banking", select "Login" next to the name of the
state in which your accounts were opened. This link will take you to the
Personal Online Banking Login page where you will enter in your User ID and
Password to access your account.
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What do I do if my User ID or password doesn't
allow me to access my online account?
If your User ID or Password is not working try the following:
-
Check the case you are entering. Incorrect upper or lower case
letters will prevent it from working. Remember, User ID's and passwords are
case sensitive.
-
If you believe the problem is with your User ID, please call Online
Banking Client Support at 1-888-493-5142.
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If you believe the problem is with your Password, try using the
Forgotten Password System found on the "Login Page".
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If you are unable to access your account using the Forgotten
Password System, please call Online Banking Client Support at 1-888-493-5142
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Can I bookmark the Personal Online Banking
Login page for easier access to my account?
We recommend that you bookmark our website homepage. This page has convenient
links to valuable information such as FAQ's, Demos, contact resources and other
product and service information.
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Viewing Account Information
How do I view my account balances?
Account balances are shown in several places throughout the online
banking system including the Account Summary screen, Account Activity
screen, Account Information screen and in the account drop down menus
for making transfers and paying bills online.
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How do I view information about my account?
You can view information on your accounts such as balances, statement
information, interest rates, etc. by clicking on the " i " symbol found on the Account
Summary page.
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How do I view individual transaction details on my
account?
You can view detailed transaction information such as deposits, withdrawals,
cleared checks, check images, and ATM/Debit card transactions by clicking on
the symbol located next to the account number on the Account Summary page.
In addition, you can also get to detailed transaction information by clicking
on "Accounts" in the menu panel on the left side of the screen and selecting
"Account Activity" from the sub-menu.
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Online Funds Transfers
Is there a fee to transfer funds online?
No. There is no charge to transfer funds to and from your
accounts within online banking. General account fees still apply for stop
payments or overdrafts exceeding the number of transfers allowed by a
particular account, etc. See the terms and conditions for Personal Online
Banking or for your individual accounts for more information.
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What accounts can I transfer funds between online?
Transfers can be made to and from checking accounts, savings accounts and money
market accounts. The accounts must be held here at the bank and you must be an
owner on the account. In addition, you can transfer funds to loan accounts here
at the bank to make payments on your loan. Transfers from Home Equity Lines are
permitted with approval after submitting a "Telephone Transfer Addendum" Form.
Visit your local branch office or contact Online Banking Client Support at
1-888-493-5142 for a copy of the form.
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How do I transfer funds between accounts?
You can use the Transfer Funds feature to make a one-time transfer or repeat
transfers.
To make a one-time transfer: Click
on "Transfers" in the menu panel on the left side of the screen and select
"One-Time Transfer" from the sub-menu to display the
One-Time Transfer page. On the One-Time Transfer page select
the "From" and "To" accounts from the drop-down box selections. Enter the
"Transfer Date", transfer "Amount" and click "OK" to submit the one-time
transfer request. Verify the transfer information on the confirmation pop-up
box and click "OK". All successful transfers will be given a confirmation
number. You may want to retain your confirmation number for future reference if
needed.
To make a repeat transfer: Click on "Transfers" in the menu panel on
the left side of the screen and select "Repeating Transfer" from the sub-menu
to display the Repeating Transfer page. On the Repeating Transfer
page select the "From" and "To" accounts from the drop-down box selections.
Select the "Frequency" from drop-down box selections and enter the transfer
"Amount" and transfer "Start Date". Specify from the selection option whether
you want the repeating transfer to be made "Indefinitely", a set "Number of
Transfers" or with a specific "End Date" and click "OK" to submit the repeating
transfer request. Verify the transfer information on the confirmation pop-up
box and click "OK". All successful transfers will be given a confirmation
number. You may want to retain your confirmation number for future reference if
needed.
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Are there any
transfer cut-off times I need to be aware of?
The cut-off time for same day transfers is 10 PM (EST) on a regular
business day (regular business days are Monday - Friday excluding holidays).
Transfers made after 10 PM (EST) will be available the following business day.
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When will the transferred funds become available?
Transferred funds are available immediately when made before the cut-off time
of 10 PM (EST) on a regular business day (regular business days are Monday -
Friday excluding holidays). If the transfer is made after the cutoff time, the
funds will be available on the following business day.
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Can I transfer funds to other banks?
No, this feature is not available at this time. The online banking Transfer
Feature allows you to transfer funds to and from accounts that you are an owner
of and that are held at our bank.
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What is the difference between Online Transfers and
Online Bill Payments?
Online Transfers are used to move money between your accounts. The Online Bill
Payment feature is used to make payments to businesses or private parties
outside of the bank.
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Online Bill Payments
Is there a fee to pay bills online?
No. There is no charge to make Online Bill Payments using Personal
Online Banking.
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Who can I pay with Online Bill Payments?
Online Bill Payments can be sent to almost anyone that you would otherwise send
a paper check. This includes payments for credit cards, insurance, mortgages,
rent, phone service, utilities, medical bills, child care and for personal
payments to friends or family. We recommend, however, that you do not use the
Online Bill Payment service to pay taxes, alimony, child support, court ordered
payments, governmental payments, fines, penalties and payment outside of the
United States or U.S. territories.
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How do I set up a checking account for Online Bill
Payment?
If you are an owner or joint owner on one or more personal checking accounts,
you will automatically be prompted to specify a primary checking account for
online bill payment during the enrollment process.
If you have multiple checking accounts that you wish to pay bills from, you
will have the ability to add other personal checking accounts under "Account
Preferences" after your Online Bill Payment account is set up.
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When will my Online Bill Payment account be set up?
Online Bill Payment accounts are processed and set up approximately 2 business
days from the date of enrollment.
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From what accounts can I pay bills?
Personal checking accounts that you are the owner or joint owner on are the
only account types that are eligible for online bill payment.
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How do I set up my other checking accounts to use
for Online Bill Payments?
When you enroll for online banking your primary checking account is
automatically enabled for bill payment. To enable an additional account, click
on the "Accounts" option in the menu panel from the Account Summary screen
and Select "Account Preferences" (a list of your accounts will appear). In the
Bill Pay column click the check box to activate the account for bill payment.
Click "OK".
The additional account(s) will be enabled within the bill pay function within 1
- 2 business days.
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How do I start using the Online Bill Payment
feature to pay my bills?
You are automatically set up for bill payment when you enroll for Personal
Online Banking if you have a personal checking account that you are the owner
or joint owner. To begin using bill payment, you need to set-up your payee(s)
and initiate a bill payment to the payee(s).
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How do I add a payee for Online Bill Payment?
To create a payee, click on "Bill Payment" in the menu panel on the left side
of the Account Summary screen and select "Payee Management". Click
"Add New Payee". Select the option to "View our payee list" or input the
company name, account number with the payee and their zip code. If you do
not have an account number with the payee check "This payee does not have an
account number". Click "Continue". If the system recognizes the payee, the
process is complete. If the system does not recognize the payee you will need
to input the address, city, state, zip code and phone number for the payee.
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What is the difference between "Pay One" and "Pay
Many"?
"Pay One" is used when scheduling a payment to one payee. "Pay Many" is
used when scheduling payments to multiple payees.
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How do I make an Online Bill Payment?
To make a payment, click on "Bill Payment" in the menu panel on the left side
of the Account Summary screen and you will be taken to the Make A Payment - Pay
One page.
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To make a payment to one payee: Select the payee from the drop
down menu and click "Continue". Enter the funding account, amount and date and
click "Continue Payment". From the verification page click "Make Payment" and
take note of the confirmation number. The confirmation number is required to
research payments.
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To make payments to multiple payees: Click on "Pay
Many" to be taken to the Make A Payment - Pay Many page. To select the
payees you would like to pay, click in the box next to each payee you are
paying and a "check mark" will appear. Enter the "Amount", select the "Funding
Account", specify the "Send On" date and click "Continue Payment" to be taken
to the Make a Payment - Payment Verification page. Review the payment
information and click "Yes" next to "Want to continue with these payments?" to
be taken to the Make A Payment - Payment Confirmation page. Record or
take note of the confirmation number. The confirmation number is required to
research payments.
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When should I make a single payment and when
should I set up a recurring payment?
If the amount of your payment varies with the payee you should schedule the
payments as a single payment. When you receive your monthly bill from the payee
you will provide the system with the amount to be paid and the date you want
the payment sent.
If you would like to send the same amount on a repeating basis to a payee you
can schedule a recurring payment. Recurring payments can be scheduled once a
year, once every 6 months, once every 3 months, once every 2 months, once a
month, twice a month, once every 2 weeks or weekly. You would supply the
amount, the frequency, the start on date and the end date (or select
indefinite).
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How far in advance should I make a bill payment online to
avoid a late payment?
When scheduling bill payments, sufficient time should be allowed to insure the
payment is received on time. Payments sent electronically normally take 2 - 3
business days to post, while payments being sent by check may take up to 5
business days to reach the payee under normal circumstances. Review your payee
list to determine which payees can receive electronic payments and which payees
will receive checks. Adjust your scheduled payments accordingly.
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Are there any Online Bill Payment cut-off times I
need to be aware of?
Yes. The cut-off time for bill payments is 9:00 PM (EST) on a regular business
day (regular business days are Monday - Friday excluding holidays). Payments
scheduled after 9 PM (EST) will be processed on the following business day.
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How are the Online Bill Payments sent?
Online Bill Payments are sent electronically if the merchant can accept
electronic payments. Otherwise, a paper check is mailed to the payee.
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What should I do if I do not receive credit from
my payee for an Online Bill Payment that was sent?
If you do not receive credit from a payee for a bill payment sent through
Personal Online Banking, call Online Banking Client Support at 1-888-493-5142.
An Online Banking Support Representative can view processing information on the
bill payment to determine if the payment has been received by the payee and
work with the payee to ensure proper credit is given to your account.
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What should I do if I need to stop an Online Bill
Payment?
If you need to stop a payment made through Personal Online Banking, call Online
Banking Client Support at 1-888-493-5142. An Online Banking Support
Representative can place a stop on the bill payment if the payment has been
sent by check and has not been cashed by the payee. If the payment was sent
electronically to the payee, a stop cannot be placed on that payment.
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Is there a fee for stopping an Online Bill
Payment?
There is no fee for placing a stop payment on a bill payment sent through
Personal Online Banking. However, some payees may choose to charge a fee for a
check that has been returned back to them due to a stop being placed on it.
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Check Images
What are check images?
Check images are a scanned "picture" of the front and back of a
cleared check on your account. They are used to view information about the
cleared check such as: who the check was written to, the date the check was
written, the amount of the check, who cashed the check and when the check was
cashed.
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Is there a fee to view check images online?
No. There is no charge to view check images with Personal Online Banking.
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How do I view check images?
To view images of checks that have cleared on your account, go to the Account
Activity screen. Find the check number within the account activity
transactions and click on the "camera" symbol located next to the check number
to display the image. The check image will appear in a pop-up window along with
option buttons that allow you to save, print, invert, rotate or zoom the image
as well as view the back of the check image.
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How far back in history can I view my check images?
Check images are available for 13 months from that date the image appears in
your account activity.
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What does it mean if I receive an error message when
trying to view a check image?
This could occur for any of the following reasons:
-
Pop-ups need to be enabled for your browser
-
The check imaging system is down
-
The check image was not captured during processing
-
The item is an electronified check
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What is an electronified check?
An electronified check is the result of a business converting a
personal check into an electronic transaction.
For example:
-
Point of Purchase (POP) conversions.
Your personal check is scanned at a store register then handed back to you as a
voided check. The item then posts on your bank statement as an electronic item
with no associated image.
-
Accounts Receivable Check (ARC) conversions.
You send a payment by personal check to a company that converts it into an
electronic transaction. The item then posts on your bank statement as an
electronic item, but has no associated image.
With either of these examples, the bank never receives the
original paper check so the item is termed "electronified" and no check image
is available for viewing.
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Stop Check Requests
When should I use the Stop Check
Request feature online?
The Stop Check Request feature should be used if you need to place a
"stop payment" on a single check or on a range of checks (for example, when a
checkbook is lost) for your checking account. To ensure an effective stop, you
must include a check number.
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Can I stop Online Bill Payments with the Stop Check
Request feature?
No. Online Bill Payments cannot be stopped through this feature. This feature
is only for a single check that you physically issued or on a range of checks
for your checking account.
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Is there a fee for placing a Stop Check Request
online?
Yes. Standard stop check fees do apply. Please refer to the terms and
conditions on your individual accounts for more information.
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How do I place a Stop Check Request online?
To make a stop check request, click on "Accounts" in the menu panel on the left
side of the screen and select "Stop Check Request" from the sub-menu to display
the Stop Check Request page. Select the checking account for the
request from the drop-down box selections and specify the reason for the stop.
Enter the "Payee", "Check Number", "Amount", and "Check Date". If you need to
stop payment on a range of checks (for example, when a checkbook is lost), only
the checking account for the request, reason for the stop, and the starting and
ending check numbers are specified. Click "OK" to submit the request.
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How long does it take for my Stop Check Request to be
processed?
Stop check requests submitted through online banking prior to 10:00 PM (EST) on
regular business days take effect immediately (regular business days are Monday
- Friday excluding holidays). If you place your stop check request after 10:00
PM (EST). or on weekends (or holidays), it will be processed the following
business day.
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How long will my Stop Check Request be active?
Stop check requests placed through Online Banking will expire six months from
the date of the request.
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What happens after my Stop Check Request expires?
Stop check requests expire six months from the date placed. If you need
to renew or extend the request, you can place another stop check request online
or you may contact our Client Services department at 1-800-676-6276 for
additional assistance. Standard stop check fees apply.
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How do I cancel a Stop Check Request that I have
placed?
To cancel a stop check request, click on "Accounts" in the menu panel on the
left side of the screen and select "Stop Check History" from the sub-menu to
display the Stop Check History page. Any online banking stop check
requests currently active will show on this page. To cancel the stop check
request, click on "Delete" next to the stop check request you want to cancel.
Click "OK" on the pop-up confirmation box to complete the request.
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What does the Stop Check History page do?
The Stop Check History page allows you to view all active stop check
requests on your account placed through online banking. If a stop check request
has been canceled or expires, it will no long appear on the "Stop Check
History" page.
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Alerts
What are alerts?
Alerts are an automated reminder or notification message that can be
set up on a particular account to alert you when a certain activity occurs on
the account. For Example, you can set up an alert to notify you when a check
clears, CD matures or account balance reaches a minimum amount. These alerts
are sent to the message center and can also be set-up to be sent to your
personal email address.
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Are alerts sent out in real-time basis?
No, alerts are not sent out in real-time. Alert messages are generated through
nightly processing and sent out early the next morning.
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Where are alerts sent?
Alerts are sent to the online banking "Message Center" however, when you set-up
your alert, you can also have it sent to your personal email address listed
with online banking.
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Message Center
What is the Message Center?
The Message Center is a secure communication tool within Personal
Online Banking used to request and receive information from Online Banking
Client Support. Since the Message Center tool does not use public email systems
for communication, it can be used to safely exchange personal account
information when requesting support. This tool is also used for Online Banking
"Alerts", communicating system updates and sending important account
notifications.
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How long does it take to receive a reply to a
message I sent?
You will receive a reply to your message within 1 - 2 business days. Urgent
issues should not be communicated through the Message Center. If you have an
urgent request, we ask that you call our Client Services department at
1-800-676-6276. Client Service representatives are available Monday through
Friday 7:30 AM to 9:00 PM or Saturday from 8:00 AM to 2:00 PM (EST).
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Support
Who can I contact for Personal
Online Banking and Online Bill Pay Support?
You can get assistance on your Personal Online Banking Account or
Online Bill Payment Account several ways including:
-
Visiting our Online FAQ for answers to the most common questions
asked
-
Calling Online Banking Client Support at 1-888-493-5142 (Available
24/7)
-
Send a secure message through the Message Center
-
Send an email to
custserv@fmbanks.com
Note: Regular email is not secure - please do not send confidential or
personal information here)
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What are the hours of support for
Personal Online Banking and Online Bill Payment?
Online Banking Client Support is available 24 hours a day, 7 days a
week with the exception of holidays.
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Who can I contact for general customer support
with my bank accounts?
If you need assistance with general banking questions, please contact our
Client Services department at 1-800-676-6276. Client Service Representatives
are available Monday through Friday 7:30 AM to 9:00 PM or Saturday from 8:00 AM
to 2:00 PM (EST).
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Equal Housing Lender
