		Internet Banking

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Internet Banking FAQ's

Listed below, you will find some of the questions we are often asked about our new Internet Banking system. However, if you still have a question, please send an email to our Contact Center, where a representative will research your question, notify you of the answer and when appropriate, post the response.

Please understand, however, that First Hope will not post questions that use foul language or are defamatory in nature. Also, for your privacy, we will not post the names of individuals who supply questions.

Who can use Internet Banking?
I'm having trouble accessing Internet Banking. What's the problem?
Are E-statements available?
How do I sign up for E-statements?
How do I transfer funds online?
One of my accounts is not listed online. How do I add it?
How do I set up a bill payment to a new payee?
How do I set up a bill payment to an existing payee?
How do I set up a recurring bill payment to an existing payee?
How do I pay more than one bill at a time?
Why hasn't my bill payment been deducted from my account?
How long will it take for my bill payment to be received?
How can I see which bill payments have been sent?
How can I see which bill payments are scheduled to be paid?
I can't pay bills out of one of my accounts. How do I enable it?
How can I access past statements?
How can I view transactions prior to the beginning of my last statement?
How do I search for a specific transaction?
When will my online transfer be available?
My Internet Banking access has been locked. How can I get it unlocked?
How can I obtain my Internet Banking ID or password if I don't know it?
Why won't the system accept my new Internet Banking ID/password?
I enrolled online and have not received my login credentials. Why?
How do I change my e-mail address/security image/ID/password?
How do I change my account nicknames?
Embarq recently changed its name to CenturyLink, but when I enter CenturyLink as a new payee, it comes up as a check payee. Why?
What happens if I forget to log out of the system?
What browsers can I use to access Internet Banking?
When is the system available?

Who can use Internet Banking?

Any First Hope Bank customer can enroll in Internet Banking to access both personal and business accounts.

I'm having trouble accessing Internet Banking. What's the problem ?

There are several possibilities. If you are having problems accessing many websites, please contact your Internet Service Provider (ISP). If you can access other websites but not ours, then either our system is offline or we are experiencing a temporary disruption in service. Please try again later. If the problem persists, call our Contact Center at (908) 459-4121 / (973) 729-8333 during regular office hours.

Are E-statements available?

E-statements are now available! Statements produced after April 2008 are currently available through Internet Banking. Electronic copies of statements produced as far back as January 2008 will be available soon.

How do I sign up for E-statements?

The first time you view your E-Statements, you will be required to authenticate your information. This is a one-time process. Simply follow these steps:

Log in to Internet Banking.
On the blue menu bar, click the "E-statements" option. This will launch a new window. (You may have to enable pop-ups for this site open the E-Statement Page. For instructions on this, click here.)
Follow the on-screen prompts to verify your information, including :

Primary Account Number (do not include any leading zeroes)
Last Name or Full Business Name (exactly as printed on your statement)
The end date of your last statement (You can find this date at the top of your last mailed statement).

Last 4 digits of your SSN or Tax ID Number (depending on which name appears first on your statement)
Your email address

Read and accept our License and Disclosure Statement.
Verify the delivery method for your statements. Choose "Electronic" for each account for which you wish to receive E-statements instead of paper statements via postal mail.
You are now signed up for E-statements! You have three options from which to choose:

View statements (in either HTML or PDF format; you may have to enable pop-ups for this site open your statements. For instructions on this, click here.)
Preferences, where you may update you statement delivery method and e-mail address for notifications
Return to Internet Banking (this causes the E-statement window to close, returning you to your active Internet Banking session. Clicking “Accounts” will re-display all of your accounts.)

How do I transfer funds online?

Log in to Internet Banking.
From the drop-down menu to the right of the account you wish to transfer from, select Transfers.
At the top left of the screen (beneath the blue menu bar), click New and follow the on-screen instructions to schedule a transfer.

One of my accounts is not listed online. How do I add it?

Log in to Internet Banking.
At the top of the screen, click Contact Us.
On the blue menu bar, click New Message.
Type your request, including the account number you wish to add.
When finished, click Submit. Your request will be submitted over a secure connection to one of our Contact Center representatives, who will respond to your request by the next business day.

How do I set up a bill payment to a new payee?

Log in to Internet Banking.
Click the Bill Payment tab.
From the blue menu bar, click Add Payee.
Enter the payee information and click Search.
If the payee is able to accept electronic payments, this will be indicated in the Payee Type field; click Submit to add an electronic payee. Otherwise, click Add Check Payee; your payments to this payee will be sent as paper drafts.
From the blue menu bar, click New Payment.
Below the blue menu bar, click Add Payment.
Follow the on-screen instructions to schedule a bill payment.

How do I set up a bill payment to an existing payee?

Log in to Internet Banking.
Click the Bill Payment tab.
From the blue menu bar, click New Payment.
Below the blue menu bar, click Add Payment.
Follow the on-screen instructions to schedule a bill payment.

How do I set up a recurring bill payment to an existing payee?

Log in to Internet Banking.
Click the Bill Payment tab.
From the blue menu bar, click New Payment.
Below the blue menu bar, click Add Payment.
Follow the on-screen instructions to schedule a recurring bill payment.

How do I pay more than one bill at a time?

Log in to Internet Banking.
Click the Bill Payment tab.
From the blue menu bar, click New Payment.
Below the blue menu bar, click Quick Payment.
Click the check boxes next to the payees you wish to pay, then click Submit.
Enter the payment information for each payee (amount, date, and optional memo). When finished, click Submit.
Verify the payment information is correct, then click Confirm. You may wish to print the subsequent confirmation screen for your records.

Why hasn't my online bill payment been deducted from my account?

Bill payments are sent through our online bill payment service in one of two ways. If the bill payment is transmitted electronically to the payee, it will be deducted from your account the same business day it is scheduled to be paid. If the bill payment is sent as a paper draft, it will not be deducted from your account until it is presented to the bank for payment.

How long will it take for my bill payment to be received?

Bill payments are sent through our online bill payment service in one of two ways. If the bill payment is transmitted electronically to the payee, please allow two (2) to three (3) business days for that payment to be received. If the bill payment is sent as a paper draft, please allow seven (7) to ten (10) business days for that payment to be received.

How can I see which bill payments have been sent?

Log in to Internet Banking.
Click the Bill Payment tab.
Below the blue menu bar, click History.
You may be required to enter a date range.
On the History screen, you can choose to view 7, 15, or 30 days of bill payment history, or you can choose to view All. You can also click Search to search for specific transactions.

How can I see which bill payments are scheduled to be paid?

Log in to Internet Banking.
Click the Bill Payment tab.
Below the blue menu bar, click Scheduled Payments.
On the Scheduled Payments screen, you will see any bill payments scheduled to be paid.

I can't pay bills out of one of my accounts. How do I enable it?

Log in to Internet Banking.
Click the Bill Payment tab.
Below the blue menu bar, click Add Account.
From the drop-down menu, select the account you wish to enable to make bill payments.
Click Submit.

How can I access past statements?

Note: Currently, only statements produced from 10/20/2009 forward are available online. Electronic copies of statements produced before that date will be available soon. If you need a copy of a statement produced prior to 10/20/2009, please call our Contact Center or visit any branch location.

The first time you view your statements electronically, you will be required to authenticate your information. This is a one-time process. Simply follow these steps:

Log in to Internet Banking.
On the blue menu bar, click the "E-statements" option. This will launch a new window. (You may have to enable pop-ups for this site open the E-Statement Page. For instructions on this, click here.)
Follow the on-screen prompts to verify your information, including :

Primary Account Number (do not include any leading zeroes)
Last Name or Full Business Name (exactly as printed on your statement)
The end date of your last statement (You can find this date at the top of your last mailed statement). Here is a list of the current valid statement end dates:

12/10/2009

12/18/2009

12/31/2009

1/08/2010

1/20/2010

Last 4 digits of your SSN or Tax ID Number (depending on which name appears first on your statement)
Your email address

Read and accept our License and Disclosure Statement.
Verify the delivery method for your statements. Choose "Electronic" for each account for which you wish to receive E-statements instead of paper statements via postal mail. You may leave all of your accounts set to "Printed/Mailed" if you wish.
You have three options from which to choose:

View statements (in either HTML or PDF format; you may have to enable pop-ups for this site open your statements. For instructions on this, click here.)
Preferences, where you may update you statement delivery method and e-mail address for notifications
Return to Internet Banking (this causes the E-statement window to close, returning you to your active Internet Banking session. Clicking “Accounts” will re-display all of your accounts.)

How can I view transactions prior to the beginning of my last statement?

Log in to Internet Banking.
From the drop-down box to the right of your account, select Transactions.
Below the blue menu bar, click Search.
Enter the date range you wish to view. (Note: Because of our computer system upgrade at the beginning of October, you will only be able to see transactions as far back as that time period.) Once 90 days of transaction history has accumulated on your account, you will be able to view up to 90 days of transactions at once.)
If you wish to filter transactions further, change the other options on the Search page accordingly. If you want to view all transactions within the date range you selected, leave the other options as they are. Click Submit.
You can sort the transactions in descending instead of ascending order by clicking the carat (small blue triangle) to the right of the Date heading on the Transactions page.

How do I search for a specific transaction?

Log in to Internet Banking.
From the drop-down box to the right of your account, select Transactions.
Below the blue menu bar, click Search.
Enter the required search criteria (amount, check number, debits and/or credits, date range, etc). Click Submit.

When will my online transfer be available?

Online transfers performed before 6:00 PM Monday through Friday are available immediately. Transfers performed after 6:00 PM or on weekends are posted as of the following business day, but are memo posted (and therefore available) immediately, with one exception: transfers performed during our nightly system update (from approximately 6:00 PM to approximately 9:00 PM Monday through Friday) will not be available until the nightly update is complete.

My Internet Banking access has been locked. How can I get it unlocked?

If you enter the incorrect password or incorrectly answer your security question(s) 3 times, you will be locked out of Internet Banking for your own security. You may call our Contact Center or visit any branch location to have your access unlocked.

How can I obtain my Internet Banking ID or password if I don't know it?

If you have recently enrolled in Internet Banking, you will receive your temporary login credentials via e-mail or postal mail within 4-5 days of your enrollment date. If you are an existing Internet Banking user and you have forgotten your ID or password, you will either need to visit one of our branch locations or call our Contact Center to obtain this information. If you have not yet enrolled in Internet Banking, you may do so here.

Why won't the system accept my new Internet Banking ID/password?

Your Internet Banking ID must contain no more than 12 alphanumeric characters, and must begin with a letter. Your password must contain both letters and numbers and must be between 6 and 8 characters (no more than 6 and no less than 8).

I enrolled online and have not received my login credentials. Why?

If we are able to verify your identity based on the information you entered on your Internet Banking enrollment form, you will be enrolled within 2 business days. If we cannot verify your identity, we will send you an e-mail at the e-mail address you entered on the form to notify you that additional information is required.

If the e-mail address you provided on your enrollment form matches the e-mail address we have on system for you, you will receive an e-mail within 2 business days containing your temporary ID and password information. If the e-mail address you entered does not match the e-mail address on file or if we do not have an e-mail address on file for you, you will receive your temporary ID and password information via postal mail at the address on your primary account.

You may find it helpful to add First Hope Bank to your e-mail program's "white list" or list of allowed senders.

How do I change my e-mail address/security image/ID/password ?

Log in to Internet Banking.
Click the Options tab.
On the blue menu bar, click Personal.
To change your e-mail address, ID, or password, change any necessary information, and click Submit.
To change your security image, click the image. You will be presented with several images from which to choose. Clicking Next will give you additional images. When you find the image you wish to select, click the image, then click Finished.

How do I change account nicknames?

Log in to Internet Banking.
Click the Options tab.
On the blue menu bar, click Account.
Enter the desired nickname for each account. The nickname is the account description that will appear on your list of accounts.
On this screen, you may also click and drag your accounts into your desired order!
When finished, click Submit.

Embarq recently changed its name to CenturyLink, but when I enter CenturyLink as a new payee, it comes up as a check payee. Why?

CenturyLink has not yet been enabled as an electronic payee. They still accept electronic payments as Embarq, so until they complete the necessary steps to accept electronic payments under their new name, you may continue making your payments to Embarq. If you choose to send your payments to CenturyLink, they will be mailed as paper checks for the time being; however, when they complete the process to accept electronic payments, your payee will be converted automatically from a check payee to an electronic payee.

What happens if I forget to log out of the system?

By default, Internet Banking has a timeout period of 10 minutes. If you are logged into your Internet Banking access and do not touch the system for 10 minutes, your session will become inactive and you will have to log in again.

What browsers can I use to access Internet Banking?

You can use any of the following supported browsers:

	PC	Mac
Microsoft Internet Explorer	Version 7.0-8.0*
Mozilla Firefox	Version 3 and higher
Safari		Version 1.0 and higher

NOTE: Effective Monday, January 25, 2010, Internet Banking will no longer allow access using Internet Explorer versions older than 6.0. This change is being made to help protect our customers as a result of a recommendation by Microsoft, which no longer supports these versions and does not provide security updates for these versions. Additionally, beginning April 8, 2010, the same change will be made for Internet Explorer versions older than 7.0, as Microsoft will no longer support version 6.0 at that time.

*IE 8.0 includes a compatibility view feature that displays websites that were created for older browsers as they were designed to appear. Current testing of IE 8.0 with this feature enabled has provided acceptable results. IE 8.0 is a supported browser when this feature is enabled.

If you are not using one of the supported browsers, you may experience functionality issues with Internet Banking or be denied access to the system. If this occurs, please download one of the supported browsers using the links below:

Internet Explorer

Firefox

Safari

We do not recommend using a Beta version of any browser. When new versions of browsers are fully tested and deemed compatible with Internet Banking, they will be updated on the list of supported browsers above. Browser add-ins and toolbars (IE 7 Pro, Google, Yahoo, etc.) are also not recommended.

When is the system available?

Internet Banking is generally available 24 hours a day, 7 days a week. However, due to scheduled maintenance, the system may occasionally be unavailable. We will always make our best attempt to notify you when the system will be unavailable.

Please note that regularly scheduled system maintenance usually occurs on the second Sunday of each month between 2:00 AM and 6:00 AM EST.