If this area does not provide the information you are looking for, select the feedback option in the menu to the left, and send us a description of your problem.

1. What if I Forgot my Password?
2. What if I forgot my Username/ Login ID?
3. What if I would like to change my Username/ Login ID?
4. Why do I occasionally get an ALERT screen?
5. When I sign in, I am immediately presented with an ALERT screen saying I have performed an illegal activity.
6. I'm "Locked Out". What do I do?
7. I've requested an Account to be added, but it doesn't show up in my Accounts summary.
8. The information in the transaction register doesn’t appear to be up-to-date.
9. There is a transaction in my Register that I do not recognize..
10. I’ve scheduled a payment/transfer and it has not been made, what do I do?
11. I can view other areas of XXX Internet Banking but I can't get into XXX Internet Banking. What's wrong?

Problem #1

What if I Forgot my Password?

Recommendation:

Simply choose the "Forgot Password?" link on the Sign On page (below the logon box). This will bring you to a screen where you will need to provide your Sign On/Username and then answer the security question/phrase you chose under Options in XXX Internet Banking. If you answer correctly, your password will be emailed to the email address we have on file.

If there is no “Forgot Password” link on the Log On page, send a feedback message stating this fact to the Support Desk. Be sure to include your full name with the message. You will then be contacted to verify your identity. Upon verification, a temporary password will be assigned to you. You will be required to change this password at your first sign on.

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Problem #2

What if I forgot my Username/ Login ID?

Recommendation:

If you have forgotten your Username/Logon ID for the Online Banking Service, please contact a Representative of our Bank at XXX-XXX-XXXX.

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Problem #3

What if I would like to change my Username/ Login ID?

Recommendation:

If you would like to change your Username/Logon ID for the Online Banking Service, please contact a Representative of our Bank at
XXX-XXX-XXXX.

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Problem #4

Why do I occasionally get an ALERT screen?

Recommendation:

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

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Problem #5

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

Recommendation:

This is most commonly caused by your browser not being configured to accept cookies. You should be aware that XXX Internet Banking depends on cookies to verify your identity after signing in. If you've disabled cookies from within your browser, or if you are running third-party software that intercepts or deletes cookies, you will not be able to use XXX Internet Banking to manage your accounts. With Microsoft Internet Explorer, you have the option of ordering your browser to disable all cookie use, to accept all cookies, or to alert you every time a cookie is offered. Then you can decide whether to accept one or not. If you have your cookies disabled, you will be presented with an ALERT page whenever you attempt to Sign-on. If you chose to be prompted every time a cookie is offered, you will get a number of dialog boxes after signing in asking whether you want to accept the cookie. If you answer yes to these dialog boxes, you will be allowed to use the system. If you answer no to any of these dialog boxes, you will be presented with the ALERT page.

To change how your browser deals with cookies, please refer to the Browser’s Help function.

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Problem #6

I'm "Locked Out". What do I do?

Recommendation:

For security reasons we require that you contact a Representative of our Financial Institution at XXX-XXX-XXXX.

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Problem #7

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

Recommendation:

When you request an account to be added, it will usually show in your Accounts summary the next time you sign on. Occasionally, it may not appear until the next business day. If the account doesn't show up in your Accounts summary page after one business day, send a message to the Customer Service Desk and the matter will be researched.

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Problem #8

The information in my register doesn't appear to be up-to-date.

Recommendation:

Application Name is updated each morning with posted transactions from the night before. Transactions made on weekends and holidays will not post to your account until the next business day.

If you feel that an item has cleared but is not showing in your register, send a message to one of our Service Desks using your mail option.

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Problem #9

There is a transaction in my Register that I do not recognize.

Recommendation:

If there is a transaction in your register that you don't recall making or creating, send a message to one of our Service Desks using your mail option. Please specify the transaction information and the issue will be researched by our staff.

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Problem #10

I’ve scheduled a payment/transfer and it has not been made, what do I do?

Recommendation:

If your payee has not posted the payment to your account within a few days of receiving it, send a message to one of our Service Desks using your mail option.

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Problem #11

I can view other areas of XXX Internet Banking but I can't get into XXX Internet Banking. What's wrong?

Recommendation:

If you are able to view other areas of our web site, but are unable to access XXX Internet Banking, it may indicate that you are having a problem accessing secured sites in general. Both your browser and Internet Service Provider must support secured sites. Refer to the requirements for using XXX Internet Banking. Another reason that you might not be able to access XXX Internet Banking is that cookies may not be enabled. In order to enter the secure encrypted site, you must be accepting cookies. To enable cookies, please refer to the Help function of the Browser in which you are using.

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