Online Banking FAQ

General

Account Navigation

Transfers/Loan Payments

Heritage Bank ePay (Bill Pay)

 

Q. How do I start using Online Banking? If this is your first time logging in to Online Banking, you will need to call the bank to get a temporary password. (If you're a Heritage Direct Savings customer your login information will be sent via e-mail and you don't need to follow these first-time user instructions). Once you have your password, click on the Online Banking "sign up now" link on our home page, and follow the instructions for setting up your online account. You will be asked to change your password the first time you log in. Back to top 

Q. What if I forget my password or have trouble logging in?

If you have a current e-mail address entered in our system you can click on the "Did you forget your password" link on the login page and your password will be e-mailed to you. If you still cannot login call the bank and we can issue you a new temporary password. Back to top  

Q. Can I change my password?

You can easily change your password once you've logged into Online Banking. Just click on "Options" at the top of the page. Here you have the option to change your password, nickname your accounts for easier account recognition, change your e-mail address, or change your security data.  Back to top 

 

Q. How often do I need to update my password? You need to update your password at least once every 12 months. Back to top

Q. How often is my account information updated? Your accounts are updated daily.  Back to top  

Q. Is my account information secure? We know that online safety is essential to our customers. Dual factor security is built into Online Banking and your account information is encrypted to protect your privacy.  Back to top

Q. What system requirements do I need to access Online Banking? To take full advantage of features available with this online banking software, ensure the following requirements are met:

  • Internet access.
  •  A monitor resolution of 800x600 (or greater) for best performance.
  •  Any of the following Internet browsers are installed:

Windows Vista and Windows XP

  • Microsoft Internet Explorer 7.0 or higher
  • Firefox 2.0 or higher
  • Opera 8.0 or higher

Mac OS X 10.3 or higher

  • Firefox 2.0 or higher
  • Safari 2.0 or higher
  • Camino 1.5.3 or higher
  • Opera 8.0 or higher

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Q. I have dial-up internet service. Is there a low graphics version of Online Banking? A low graphics version of Online Banking with fewer graphics and buttons is available. To select this version, login to your accounts and click on "Options."  Back to top

Q. Can I view my account information in Spanish? A Spanish version of Online Banking is currently available. To select this version, login to your accounts and click on "Options." You can also view your account information in Spanish by selecting the Banco en Linea option in the login area on our home page. To switch back from the Spanish version to the English version go to the "Opciones" button.  Back to top

Q. Can I access my account information on my mobile device? Yes, we offer Mobile Banking for our customer who want to access their account information from their mobile devices. Learn more.... Back to top

Q. How do I sign up for transaction alerts (low balance alerts, deposit alerts, etc.) on my accounts? You can sign up for account alerts in Online Banking. Learn more... Back to top

Q. Why isn't my full account number displayed? As an additional security feature your account numbers are partially masked so your full account numbers are not displayed. For example, if your account number is 123456 it will appear as ***456 on the screen. With this feature you can view your transactions at public Internet venues and keep your account numbers safely from view.

 

To help you identify your masked account numbers, we encourage you to nickname your accounts. Your nicknames will appear on all Online Banking screens, allowing for easier navigation through your accounts. Go to "Options" at the top of your Online Banking screen to edit your account nicknames.  Back to top

 

Q. Can I sort my statement to make reconciling my account easier? You can sort your statement by going to the "Account Activity" button and selecting the "Transactions Menu." Using the choices in the Transaction Search box you can change the way your statement is sorted in many ways, including by check number, dollar amount and description. You can also choose to have just your checks or deposits displayed instead of your entire statement.  Back to top

 

Q. How do I download my statement into my money management application? You can export transaction information for use with financial management software, such as Quicken, Quickbooks or Money.

Select Export Transactions or Transaction Menu from the "Account Activity" menu to export your current statement and recent transactions into your financial management software. Your previous statement is also available to export from these screens for 21 days after the statement is produced.

To export older transactions select All Transactions or Archived Transactions. From this screen you can view and export transactions up to 18 months old. Back to top

Q. Is there a quick way to find a specific check image? To find a specific check image go to "Account Activity" and select "Transactions Menu." Enter the check number in the Image Search box. If the check has cleared, the image should appear. Back to top

Q. Why does it say that my check image is unavailable? On occasion, your check image may be unavailable for a number of reasons: 1. Check images are not available in the "Current Business Day" screen. 2. Checks processed on Friday will not be viewable until Monday morning. 3. On occasion, your check may be unreadable by our equipment. If a check is torn or if there is writing or smudging in the area our computers read your checks, we are unable to take a picture of your check; therefore, you will not be able to see your check image online. 4. If you have a program installed on your computer that terminates all pop-up windows, you may not be able to view your check images becasue the images pop-up in a new window. Most programs allow you to go in and accept pop-ups from certain web sites. If you need to see a copy of a check that is unavailable through Online Banking, please call the bank and we will help you get a copy of your check.  Back to top

Q. Why can't I view my past statements? To view your past statements, you need Adobe Acrobat Reader (version 6.0.3 or higher) on your computer. To download a free copy of Acrobat, go to http://www.adobe.com/products/acrobat/readstep2.html. You also have the ability to view past statements in html/text format so if you can't open the PDF version of your statement you always have the option of viewing the text version. Back to top

Q. How do I transfer money to one of my other accounts? To establish a transfer, click "Express Transfer," click on the account you want the transfer to come from, the account you want to transfer to and the dollar amount. For a recurring transfer, click on the account you want to transfer from, click on "Transfers" and then go to "New Scheduled Transfer," fill out the requested information and submit the transfer.  Back to top

 

Q. How soon after I submit a transfer will the transaction be processed? If you do a one-time transfer or express transfer before 4 PM Central Time, the transfer will be processed for that business day. The transfer will not be accepted if you don't have enough money in your account. If you do a scheduled transfer, the transfer will be processed on the date you submitted.  Back to top

Q. How do I transfer money to my grandson's account? Since you are not an owner of your grandson's account, an online transfer is not available. In this situation use the Bill Payment feature.  Back to top

 

Q. Can I pay a loan payment in Online Banking? Use the Express Transfer or Transfer buttons to make a payment on any Heritage Bank loan. For a one-time payment, click on "Express Transfer" and enter the required information. To set up a recurring loan payment, click on the account you want to pay your loan from, click on "Transfers" and then go to "New Scheduled Transfer." Fill out the information requested including payment frequency, submit it and you no longer have to send a check to the bank--your loan payment will be automatically deducted from your account each month.  Back to top

Q. Can I make a principal or interest only loan payment with an Online Banking transfer? Yes, you can specify how you want your loan payments applied--either Regular Payment, Principal Payment, or Interest Payment. Use either the Express Transfer button for a one-time payment, or the Transfers button. Our Online Banking cutoff time is 5:30 PM Central time. Any payments made after this time will not be processed until the following day. Back to top

 

Q. I made a loan payment in Online Banking. The money appears to be gone from my checking account but the payment isn't showing up under my loan information. Where did the money go? A loan payment will not show up under your loan information until the evening the payment was made. The transfer will show up immediately under your checking account information, and if you log in to Online Banking late in the evening or the morning after you set up your transfer, you will see the payment has been applied to your loan.  Back to top

 

Q. Is there a limit of transfers I can make per month? There is no limit of online transfers from your checking account, but you are limited to six transfers per month from your savings account.  Back to top

Q. Who can I pay with ePay? Anyone--it can be a company or an individual person. For other bill pay questions, login to ePay and click on "Help."  Back to top

Q. How do I set up a new bill payment? To establish a new bill payment, click on the account you want the scheduled transfer to come from and click "Bill Payments." Go to "New Scheduled Payment," fill out the requested information and submit the new bill payment. For other bill pay questions, login to ePay and click on "Help."  Back to top

Q. How can I verify a bill payment has been made? Go to your account, click on "ePay" and click on "Bill History." For other bill pay questions, login to ePay and click on "Help."  Back to top

Q. Can I cancel a scheduled bill payment? To cancel a scheduled payment click "ePay" and click on "Manage My Bills." For other bill pay questions, login to ePay and click on "Help."  Back to top

Don't have cash? Pay people electronically with ZashPay

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