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Frequently Asked Questions about Online Banking

Frequently Asked Questions

SIGNING UP

SYSTEM REQUIREMENTS

ACCESS ID/PASSWORD GUIDELINES

SECURITY AND FNB ONLINE BANKING

ONLINE SERVICES

BALANCE INFORMATION

PENDING TRANSACTIONS

FUNDS TRANSFERS

LOANS

FEES

E-STATEMENTS (Electronic Statements)

BILL PAY ONLINE

EXPORTING TRANSACTION INFORMATION

BUSINESS BANKING ONLINE

ADDITIONAL HELP

SIGNING UP

Do you have to be a First National Bank of Livingston customer to use FNB Online Banking?

Yes, to access your accounts online through FNB Online Banking you must have at least one account with First National Bank of Livingston.

How do I sign up for FNB Online Banking?

You can sign up by selecting "First Time User" from the Online Banking section on the main page of First National Bank’s website (www.fnblivingston.com), or go to the Online Education Center and gain additional information about the service by watching the Online Banking video. You are also welcome to sign up in person at any one of our three locations.

When I am completing the First Time User Form there is a security question and security answer field. What are these for?

Both of these fields provide additional levels of security, and will be used for identification purposes in the event you have forgotten your Access ID or password. Type in a short question that we may ask you for identification purposes, for example "What is my dog’s name?" "What is my favorite sport?" In the security answer field type in the answer to your question, for example "Fido" "Baseball". This question and answer will remain on file. If you need to call us regarding your Access ID or password, we will ask you the security question and you will give us your security answer.

If I share an account with someone else, how does this work?

If you have an account with more than one person on the account, each person on the account should complete the First Time User Form and establish their own Access ID and password.

Once I am signed up for FNB Online Banking, how long before I can begin using the service?

Your access is immediate.

SYSTEM REQUIREMENTS

What are the system requirements to access FNB Online Banking?

To access FNB Online Banking, you need access to the Internet through an Internet-enabled device such as a personal computer, web TV, or other means. To ensure a high level of security, we require that all users have a browser such as Apple Safari 4.0 or higher, Google Chrome, Mozilla Firefox, Opera, Microsoft Internet Explore 7.0 or higher, or the operating system Microsoft Windows 7-32 bit.

ACCESS ID/PASSWORD GUIDELINES

What is an Access ID?

Your Access ID, along with your password, will be used to securely identify you each time you log on to FNB Online Banking.  Your Access ID must be unique, and be between 6 and 17 characters in length.  These characters can be all letters, all numbers, or a combination of both.  Access IDs may be in all upper case, lower case, or a combination of both.  For example, "CAT453", "cat453", or "Cat453".  Your Access ID is case sensitive, therefore must always be entered exactly as it was established during the First Time User process.

What is a password?

Your password, along with your Access ID, will be used to securely identify you each time you log on to FNB Online Banking.  As an additional layer of security, you will be prompted to change your password every six months.  Your password must be between 6 and 12 characters in length, and it must contain at least 1 number and 1 alphabetic character.  Passwords may be in all upper case, lower case, or a combination of both.  For example, "CAT453", "cat453", or "Cat453".  Your password is case sensitive, therefore must always be entered exactly as it was established during the First Time User process or anytime you change your password.  Please call our customer service @ 1-936-327-1234 or 1-800-324-9279 or, stop by any one of our three locations for assistance.

If I share an account with someone else, should we use the same Access ID and Password?

No, for security purposes we ask that each customer using FNB Online Banking establish a unique Access ID and password. If there is more than one name on your account, the account is jointly owned by all the named individuals on the account. Each person named on the account should have his or her own Access ID and password.

What do I do if I forget my Access ID or password?

In the event of a forgotten password, click the "Forgotten Password" link on the login page. Enter your Access ID and click "Submit". Your password will be sent to the email address associated with your Access ID. You may also call our customer service @ 1-936-327-1234 or 1-800-324-9279 or stop by any one of our three locations.

What happens if I enter the wrong password?

If you enter the wrong password, you will receive the following message "(0010) Login Information is Missing or Invalid." You may try again. (Tip: this field is case sensitive.  If you established a password of "cat453" and are now typing "CAT453" or "Cat453", you will receive the message "(0010) Login Information is Missing or Invalid"). If you enter the wrong password three consecutive times, you will be locked out of FNB Online Banking.  This is one part of our comprehensive plan to ensure confidentiality.  To re-gain access please contact us by phone at 1-936-327-1234 or 1-800-324-9279, or come by and see us at any one of our three locations.

What happens if I enter the wrong Access ID?

If you enter the wrong Access ID, it will then ask for your password. Once you type in a password you will receive the following message "(0011) Login Information is Missing or Invalid" (Tip: this field is case sensitive.  If you established an Access ID of "cat453" and are now typing "CAT453" or "Cat453", you will receive the message "(0011) Login Information is Missing or Invalid").  If you enter the wrong Access ID three consecutive times, please contact us by phone at 1-936-327-1234 or 1-800-324-9279.

How do I change my password?

Once you are in FNB Online Banking select the Options button on the top of the page.  Select "Edit" in the password section. Type in your current password, then your new password and confirm new password, then submit. Your password must be between 6 to 12 characters in length, and it must contain at least 1 number and 1 alphabetic character.

SECURITY AND FNB ONLINE BANKING

How do I know my information is secure when I’m using FNB Online Banking?

We appreciate your concerns regarding the security of information you exchange while conducting your online banking; therefore we have the following controls in place:

SSL Protocol – FNB Online Banking access requires you to use a web browser that uses SSL protocol.  SSL stands for Secure Socket Layer, which is a technology that protects data and allows users to establish sessions on the Internet that are safe.

128 Bit Encryption –We require that all users have browsers that support 128-bit encryption. This level of encryption is the highest level of security that is commercially available. Encryption is a process by which your data is protected as it is transferred between your browser and First National Bank of Livingston.  This process allows for the scrambling of data that is being transferred and the descrambling of the data once it reaches the Bank’s server.  This technology gives you the piece of mind that you need, knowing that your sessions in FNB Online are protected.

Firewalls – A firewall is a specially programmed computer that connects a local network to the Internet and, for security reasons, lets only certain kinds of messages in and out.  This firewall is monitored 24 hours a day, 7 days a week to ensure the integrity of our FNB Online Banking system.

What is Multi-Layered Authentication?

It is a security system that uses more than one form of authentication to verify the legitimacy of a log-in attempt. The goal of Multi-Layered Authentication is to create a layered defense that makes it more difficult for an unauthorized person to access Online Banking.

What is RSA Adaptive Authentication Security?

RSA Adaptive Authentication uses these three layers of verification to prevent unauthorized access:

  1. Credentials - A valid User ID and Password must be entered correctly.
  2. Device – A computer, mobile phone or tablet – must be recognized or the user may be asked additional challenge questions or be required to verify their registered email address.
  3. Geographic location – if a user’s location is different than normal, the person may be asked either a challenge question or to verify their registered email address.

You will also be asked to select a series of challenge questions with your own responses.  These can be used in the future to authenticate your sign on, if you are accessing the system from a different computer than you typically use.

Extended Validation Certificate

An EV SSL certificate is an additional layer of security that turns the web browser’s address bar green when a user accesses a website that is secured with an EV SSL certificate.

Are there any other security measures that can be taken?

Your Access ID and password are a very important part of the FNB Online Banking process.  These codes are for your use only, so we highly recommend that you follow these guidelines when securing your codes:

Do not reveal your codes to anyone.

Avoid selecting codes based on personal information.

Avoid keeping written records of your codes.

Do not leave your computer unattended when connected to FNB Online Banking.

Periodically change your password.

What happens if I don’t log out of FNB Online Banking?

FNB Online Banking has a 20-minute time out feature, so if the system is not used for 20 minutes, you will be automatically disconnected and will need to log back in to continue using the system. It is recommended that you log out after each use.

ONLINE SERVICES

What types of accounts can I access online?

With FNB Online Banking you can access and get information about your checking or savings accounts, your certificates of deposit, IRAs, loans, safe deposit box and debit cards.

Will FNB Online Banking work for my business accounts as well?

FNB Online Banking is available for personal or business use, however, for customers requiring more extensive cash management options, multiple user security, or ACH Origination capability, our Business Banking Online service may better suit your needs.  Please refer to our Business tab then Business Services, or contact any of our Customer Service Representatives @ 1-936-327-1234 or 1-800-324-9279 for more information.

Can I access my account from more than one location?

Yes, you can access your accounts from home, the office, when conducting business traveling, or while on vacation.  You can access your accounts anywhere that you have access to the Internet.  That includes anywhere in the world.

What can I do Online?

View balance information.
View pending transactions, such as transactions made with your ATM or Debit card, direct deposits, and automatic drafts to your account.
View images of checks and deposits you have written.
Review current and previous statements and print them out if needed.
Inquire about stop payments on your account, and place a new stop payment if needed.
Transfer money between your First National accounts.
Make your FNB loan payment; view a transactional history of your loan or mortgage.
Obtain general account information, such as interest earned on deposit accounts, maturity dates of Certificates of Deposit and IRAs.
Pay your bills.

How far back can I review previous statements?

FNB Online Banking will maintain 24 months of previous statements for each customer.

Does FNB Online Banking support Quicken®, Quickbooks®, MS Money® or other Personal Financial Management software?

Yes, you can export data from FNB Online Banking directly into your accounting software, thus saving you time in account reconciliation and financial reports.

BALANCE INFORMATION

How current is my balance?

With FNB Online Banking your balance will be reflected real-time.  Real-time means that your balance is continually updated as transactions occur.  For example, if you make a deposit in our downtown lobby and then immediately Log On to FNB Online, you will see that deposit reflected in your balance.  Or, if you withdraw money from an ATM and then immediately Log On to FNB Online, you will see that debit reflected in your balance.  Additionally, if electronic transactions such as direct deposit, social security payments, insurance drafts, etc. are received during the day, we will "memo" post them to your account and make them available for you view and use.

Is my Pocket Money reflected in my balance?

No, the available Pocket Money is not reflected in your current balance, however it is listed as a separate account under the loans list.

Can I make a Pocket Money payment?

Yes, if you would like to make a payment to your Pocket Money account, simply click on the Transfer tab and make a transfer from your checking account to your Pocket Money account.

PENDING TRANSACTIONS

Where do I find my Pending Transactions?

After logging on, select the account you wish to view, pending transactions will be listed in Transactions with an asterisk beside it or click on the Transactions tab, then select Current Business Day.

FUNDS TRANSFERS

Can I transfer funds from my account at First National Bank of Livingston to another bank or from another bank to my account at First National?

No, transfers can only be done between your accounts at First National Bank.

What types of accounts can I transfer between?

You can transfer funds between any of your First National Bank checking or savings accounts.  You may also make a loan payment by transferring from your checking or savings account and apply that transfer to your loan.

NOTE:  Transfers cannot be made to or from Certificates of Deposit or IRAs.  Additionally, you can not transfer from your loan to your checking or savings account.

Are there limits on the number of transfers I can make?

No, there is no limit to the number of transfers you can make online.  However, Federal Regulations limit the number of withdrawals and transfers on certain types of accounts such as Investment Accounts (Money Market) and statement savings accounts.  Also, as per the disclosure provided to you on account opening, transfers from a savings account will be assessed a $1 charge for each transfer in excess of two per month.

If I want a transfer to post today, what time do I have to have it completed by?

 Transfers made before 5:30 p.m. will post to your account that day.  Transfers made after 5:30 p.m. will post to your account the next business day.

How do I transfer funds between accounts?

There are two different ways to transfer funds. You may transfer funds as an Express Transfer or as a New Scheduled Transfer for recurring or post dated transfers. For easy to follow step-by-step instructions please click on the Help button once you have logged on to FNB Online Banking.

Can I post-date a transfer?

Yes. If you know you will be out of town or just to prefer to set up a transfer in advance, you can enter your transfer information anytime and post-date the transfer to the actual date you want it to occur.

Can I cancel a scheduled transfer?

No, call our customer service @ 1-936-327-1234 or 1-800-324-9279 for assistance or stop by any one of our three locations.

LOANS

How do I make a payment to my First National Bank loan?

To make a payment to your First National Bank loan, start on the Accounts Summary page, and go to the Express Transfer section. Select the account that you are making the transfer from (ex: checking).  Then select the account that you are making the transfer to (ex: loan).  Type in the amount of the transfer and click make transfer.

You may also make payments from within your account.  Start on the Accounts Summary page and select the account that you are making the payment from (ex: checking).  Then select "Transfers" from the main menu bar, then select "New Scheduled Transfer".   Type in the amount and date of the transfer.  Be sure to select the account that you wish to have the payment made to.

NOTE:  When setting up a transfer using this feature, you must first select the account that you are making the transfer from.  You can select this account from the Accounts Summary page.  Then proceed with the transfer process.

If I pay more than the amount due on my loan, how is the payment applied to my loan?

The regular payment amount will be applied to your interest, principal, and to any late charges that may be due. Any additional amount will be applied to the principal of your loan.

FEES

Is there a fee to use FNB Online Banking?

No, FNB Online Banking is a free service.

If you wish to place a Stop Payment online, the FNB Online stop payment fee is only $10 per stop payment placed.

E-STATEMENTS (Electronic Statements)

What are "E-Statements"?

E-Statements is a convenient service that gives you the opportunity to receive your bank statement(s) online rather than waiting for them to be mailed to you. This is only available for checking accounts.

For more information you can view the e-Statement video in the Online Education Center.

How does this work?

Every month you receive a checking account bank statement in the mail. You usually receive this statement 3-5 days after the last day of your statement cycle. With e-statements, wait no more. We will e-mail you the morning after your statement is processed notifying you that your statement is available for viewing. Once you receive this e-mail you can get your statement with a few clicks of your mouse. For more information on E-statements, go to the Business tab at the top of the main page of First National’s Bank website, select Business Services, and then select E-Statements.

Do I need to sign up for e-statements?

Yes, but all you will need to do is complete a short form confirming your e-mail address and account number(s). For your convenience we have provided the form online. Go to the Business tab at the top of the main page of First National’s Bank website, select Business Services, and then select Statement Online. Simply print the form, complete it and return to the bank by mail, fax, and night drop or in person.  This form is also available in the lobby and drive-in at all three bank locations.

I can not view or print my statement.

You may not have Adobe Reader 4.0 or higher, a requirement for E-Statements.

BILL PAY ONLINE

How much does Bill Pay Online cost?

It’s free.

Who can I pay using Bill Pay Online?

Pay anyone in the United States that you would normally pay by check, automatic debit, or cash. You can pay companies, friends and family members, and service providers, such as the babysitter or the plumber.

Who can't I pay with Bill Pay Online?

Use Bill Pay Online to pay companies and people with addresses in the United States or its territories. You cannot use Bill Pay Online to send payments to addresses outside the United States.
We don't recommend using Bill Pay Online to make state and federal tax payments or court-ordered payments. Such payments are discouraged and must be scheduled at your own risk.

How do I sign up for Bill Pay Online?

To sign up for Bill Pay Online, start on the Account Summary page, select the account you want to set up, then select the Bill Payment tab, and accept the terms and conditions. You can now add a company or person to pay.

How soon can I start using Bill Pay Online?

You can start using Bill Pay Online immediately, once set up is complete.

Now that I have signed up for this how do I get started?

We have an Online Education Center that will give you step-by-step assistance for all the functions available to you through our Online Bill Pay service.  On the main page of First National Bank’s website, simply click on the "Online Education Center" tab, then click on "Watch Our Online Bill Pay Video".  Of course, you are always welcome to call our friendly Customer Service Representatives for additional help if needed.

Can I download my payment activity?

You can download your pending and completed payments from Activity to a comma-separated values (CSV) file. You can import the file into a number of different personal financial software applications.

What if I need to pay a bill immediately?  Will it get paid immediately?

No.

When does the company or person receive my payment?

If the company or person you're paying can receive electronic payments, the money is typically delivered in one to three business days. If the company or person you're paying cannot receive payments electronically, a check is printed and mailed to them. This process typically takes three to five business days.

When is the money for the payment withdrawn from my account?

If the payment is sent electronically, the money is withdrawn from your account one business day after processing begins. If the company or person cannot receive electronic payments, a check is printed and mailed to the address you provide.

What happens if I do not have sufficient funds in my account to cover a bill payment?

If your account does not have "sufficient funds" on the scheduled payment date, your account will receive a "Returned Item Fee". The system will attempt to process the payment 2 to 3 business days later. If your account does not have "sufficient funds" at that time the payment would be returned unpaid and your account would receive another "Returned Item Fee".

What if I have more than one account with the same payee?

Because there are two different account numbers, simply add them as two separate payees.

Can I change a payment?

Yes, you can change a payment that has not started processing.

I tried to cancel an automatic payment, but the payment is scheduled and showing up in my Pending Payments. What happened and what should I do?

First, cancel the scheduled payment in Pending Payments if you don't want it to be paid. To change or stop all future automatic payments, select the company or person on the Payment Center, click AutoPay, and change or stop the AutoPay options.

If some of my bills are currently being drafted from my account, will I have to change them over to the Bill Payment service?

No, there is no need to make any changes to bills currently being drafted from your account. However, if you would prefer to pay them through the Bill Pay Online service, you would need to provide the appropriate cancellation notification to your vendor, and in Bill Pay Online select the "Add a Company or Person" tab to add them to the Payment Center.

Can I use any of my First National Bank of Livingston accounts to pay my bills?

No, there are Federal Regulations that limit our ability to allow you to pay bills from your savings account.  You can use checking accounts that support electronic transactions that you are authorized on. In certain cases, you can also use money market accounts to pay bills. Additionally, accounts that require two or more signatures cannot be used for Bill Pay purposes.

What if I still have questions about Bill Pay Online?

We have an Online Education Center that will give you step-by-step assistance for all the functions available to you through our Online Bill Pay service.  On the main page of First National Bank’s website, simply click on the "Online Education Center" tab, and then click on "Watch Our Online Bill Pay Video". Of course, you are always welcome to call our friendly Customer Service Representatives for additional help at 1-936-327-1234 or 1-800-324-9279, Monday - Friday 7:30 A.M. to 5:30 P.M., or Saturday 8:00 A.M. to 12:00 noon.

EXPORTING TRANSACTION INFORMATION

Can I export transaction information for use with a personal finance application, such as Quicken or Microsoft Money?

Yes, to export transactions into a personal application, complete the Transaction Search options on the Transaction Menu screen, then click the "Export" button to export the transactions.

Information can be exported to Microsoft Excel, Microsoft Money, Intuit Quicken, or Intuit Quickbooks:

Exporting to Microsoft Excel.

Select the account you wish to view, select the Transactions tab, select Transactions Menu, complete the Transaction Search options according to your specifications, at the Export Format Field select Comma Separated File (.CSV), and proceed as follows:

  • Click Export – the File Download Box will appear.
  • Click Open
  • Microsoft Excel will automatically open.

Exporting to Microsoft Money.

Select the account you wish to view, select the Transactions tab, select Transactions Menu, complete the Transaction Search options according to your specifications, at the Export Format Field select Microsoft Money (.OFX), and proceed as follows:

  • Click Export – the File Download Box will appear.
  • Click Open
  • Microsoft Money will automatically open.

Exporting to Intuit Quicken.

Select the account you wish to view, select the Transactions tab, select Transactions Menu, complete the Transaction Search options according to your specifications, at the Export Format Field select Intuit Quicken (.QIF), and proceed as follows:

  • Click Export – the File Download Box will appear.
  • Click Save – the Save As box will appear.
  • The file name will always default to export.qif.  This file name may be changed to a name of your choice. Select a directory and save the file
  • Open Intuit Quicken.
  • Under File, select Import
  • Select the file saved in the previous step.

Exporting to Intuit Quickbooks.

Select the account you wish to view, select the Transactions tab, select Transactions Menu, complete the Transaction Search options according to your specifications, at the Export Format Field select Intuit Quickbooks (.IIF), and proceed as follows:

  • Click Export – A box will appear that asks the name of your Quickbooks account you wish to export to.  The default name is checking, however this may be changed to a name of your choice.
  • Click OK – the File Download box will appear.
  • Click Save – the Save As box will appear.
  •  The file name will always default to export.iif.  This file name may be changed to a name of your choice. Select a directory and save the file
  • Open Intuit Quickbooks.
  • Under File, select Open.
  • Select the file saved in the previous step.

BUSINESS BANKING ONLINE

What is Business Banking Online?

Business Banking Online is a service that provides you with all the benefits of Online Banking, plus many other enhanced features.  Some of these enhanced features include direct deposit of employee payroll, wire transfers, the ability to move funds to and from other banks, and customization of users and security levels.

How do I sign up for this service?

This service is customized to your needs and requirements.  Please give us a call at 1-800-324-9279 or 1-936-327-1234, or stop by one of our offices so that we can discuss your specific needs and qualifications.

ADDITIONAL HELP

I’ve reviewed all of the Frequently Asked Questions and still haven’t found my answer.  What should I do now?

Once you have logged in to FNB Online Banking you will notice a Help button.  This online help contains information about every feature and function available through our FNB Online Banking service.

Or give us a call at 1-800-324-9279 or 1-936-327-1234 and we will be happy to assist you.

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