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FAQ

Online Account Access

Q: How do I access my new Online Banking account for the first time?

A: Logging into the new Online Banking service is easy. You can use your existing User ID and Password. Remember that it's always a good idea to change your password regularly.

Q: What if I lost my current Online Banking User ID and Password?

A: If you have forgotten or misplaced your current Online Banking User ID and Password, simply contact the bank via  telephone, or stop in the nearest bank office location. A customer service representative would be glad to provide assistance.

Q: How do I change my password?

A: To change your password, sign into the Online Banking. Click on ‘administration’ from the top navigation bar. Then click on ‘Change Password’. First type your current password in the field provided. Then type in your new password twice for confirmation and click ‘submit’. You can change your password as often as you would like.

  • Select a password that has some meaning to you, but that would be difficult for others to guess.
  • Please do not use your Social Security Number, phone number, address, birth date/family member's birth date, or anniversary.
  • Use minium of eight characters which includes one uppercase, one lowercase, one number, and a symbol (IE !, @, #, $, etc). 

Q: How do I get my account information?

A: There are two ways you can view account information: as either a summary of all your accounts, showing the current balances, or more detailed account information for a specific account. Once you are logged in to the Online Banking system, you will see the Account Overview screen. The Account Overview screen is the system's "home" page. When you are done with an activity, you should return to this page to view the results of each transaction. The Account Overview page lists all your accounts, with high level information about each. The nature of this information depends on the type of account. Click on an account name to get more detailed information about that account.

Q: How do I use my checking account with Online Banking?

A: The same way you always have. In addition to the convenience of Online Banking, you can still write checks and use the ATM as you always have. Only now with Online Banking, balancing your checkbook is much easier! You can view your current balance anytime of the day or night and view account detail to see which checks and deposits that have cleared.

Q: Once I login to the new Online Banking service, which of my accounts will I be able to view online?

A: In addition to having access to your checking account, you can also view your savings, money market accounts, personal loans, and mortgage loans …all online. All accounts will be listed in the Account Overview section once you login to Online Banking. Your accounts will be separated by category: deposit accounts, certificate of deposits and IRAs, and loan accounts.

Q: How often is my account balance and transaction information updated?

A: Account balances and transactions are updated daily so you’ll always be aware of the current status of each account.

Q: How much information is stored on the Online Banking system?

A: For your convenience, the Online Banking system will store up to 6 months of transaction information. You can view all transactions and activity that have occurred in each account by clicking on the Account Detail for each specific account.

Q: What's the difference between the Current Balance and Available Balance in the Account Summary?

A: The current balance is similar to the balance on your most current bank statement. It includes all transactions that have already cleared the bank and have posted to your account. These include checks, deposits, ATM transactions, or other withdrawals. Your current balance is updated daily, and gives you an up-to-date picture of your checking account status.
The available account balance is comparable to your checkbook register. Transactions are automatically debited and credited to your available account balance once they have cleared the bank but not yet posted to your account. The available balance also includes any upcoming or pending transactions that have been entered but not posted such as an ACH debit or future payment request. Once the items have cleared the bank, they will then show up in the current balance total.

Q: How do I use the Account Detail Screen?

A: You can access the Account Detail screen by clicking on an account link on the Account Overview screen. This screen provides information for one of your accounts. Transaction history is displayed for checking, savings, and money market accounts.

The Account Summary screen displays general account information, such as balances, number of debits or credits, and totals of debits and credits for this particular account.

The top section of the Account Detail Screen displays pending transactions.

The middle section of the Account Detail screen is the Transaction Display table. For each transaction, you can see the effective date of the transaction, the transaction description, the number of the transaction (such as check serial number), and the amount of the transaction. The information is sorted by date, with most recent transactions first.

To view transaction information for this account in another sort order, such as Amount, Type, or Number, click on the column heading.

The Account Detail Page contains Filter Criteria fields, where you can perform a filter of the data that you would like to view. Filter by all or some of the following: time period, transaction type, check number or description. Select another account with the drop down account field without having to return to the Account Overview page.

Once you have entered the filter criteria, click on the search button. The Transaction Display table above refreshes with the results of your filter criteria selection. The filter criteria you entered may take a few moments to display, if the amount of data available is large.

Q: What do the underlined words on the Account Detail screen mean?

A: Clicking an underlined word or phrase takes you directly to that part of the Account Detail screen. Alternatively, use the scroll bar on your browser to scroll through the Account Detail information. First, Previous, next, and Jump to Page options appear for accounts with multiple associated pages of information. Click Next to see the next page of data, click Previous to go to the previous page of data, and select Jump to Page from the drop-down list if you know which page of data you want to access. 

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Getting Help

Q: What if I have a question about Online Banking?

A: Help is always just one step away. Anytime you’re within the Online Banking screens and have a question on a particular area, just click the ‘How Do I’ button located at the bottom of the page. Whichever screen or function you are viewing just prior to clicking 'How Do I', will show up as the help topic.

Plus, there are 3 easy ways to contact the bank concerning questions about your online accounts. You can click, call, or visit.

  1. Click (via e-mail)
    With e-mail, you can contact the bank 24 hours a day, seven days a week. Simply access the ‘Mail’ screen to send a message or question to the bank.
    To find the e-mail option:
    Select "Customer Service" from the main navigation bar. Choose 'Requests & Message'. Select 'Ask a question/Send a Message'. Select an appropriate type of question is the "Message Topic'. Enter your message subject then type in your message in the message box.   When you are finished, click on the 'Send' button to continue with your message. If you do not want to send a message, click on the 'Cancel' button. You will be returned to the previous page. 
     
  2. Call
    If you would like to speak with a bank representative, you can call the bank customer service line during regular banking hours and someone will be glad to personally answer your question.
  3. Visit
    If you would like to speak with a bank representative in person, you can visit the bank branch location nearest you during regular banking hours and someone will be glad to personally answer your question.

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Security

Q: How safe is my account information with Online Banking?

A: Online Banking uses the latest and most innovative security technology available today. Using Windows 2000 and SQL (a powerful, relational database language), cryptography, firewalls, digital certification and authentication, all components are utilized to make sure that all of your online transactions are secure and authentic.

Q: Where can I find more information about security?

A: Read the bank’s security statement for more detailed information. Here you will find all the information you need about how the bank keeps your account information safe. The most recent security statement can be found online at the bottom of the Online Banking login page.

Q: How can I make sure I am following the proper security measures on my own PC?

A: All transactions are encrypted for security, and the Online Banking system is as secure as using an ATM. There are, however, a few steps you can take to ensure your account information is secure.

Never leave your Online Banking system user name and password where another person can find them.

Always use the Log Off option on the Main Menu to leave the Online Banking system when you're done. If you just close your browser, or move to another web page, you could be leaving your connection to the system open. This could allow another person to access your accounts if you step away from your computer.

Q: How does Online Banking work?

A: Online Banking works by first accessing the Internet via your Internet Service Provider or ISP. Once you’ve gained online access you then can connect to the bank’s web site. Then click on the Online Banking button or link within the bank’s web site. This takes you through a series of firewalls and secure connections, which link you to the Online Banking server. This server houses the software you see when accessing your account information. As updates are made to the bank’s database and account information is updated, data is then sent from the bank to the secure Online Banking server and made available for you to view.

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Reordering Checks

Q: How do I place an order for more checks?

A: Personal check reordering is available online within Online Banking. You can now order checks 24 hours a day, 7 days a week. Simply click on ‘Customer Service’ in the top navigation bar. Select ‘Requests & Messages’ and then click 'Reorder  Checks'.  It’s as easy as that. You can choose from re-ordering your existing checks by entering in the account, starting check number and number of boxes you’d like. You can also visit the bank branch location nearest you, or call the bank customer support number and place an order.

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Using Personal Financial Management Software

Q: Can I use my personal financial management software with Online Banking?

A: Yes, Online Banking is compatible with leading finance software packages, including Quicken®, QuickBooks® and Microsoft® Money. This means that you can manage your money in a familiar way while banking with a recognized leader in emerging technology. Online Banking lets you export your online transactions to a QIF (Quicken Import File) or OFX format so you can easily transfer your checking activity to your Quicken program. Plus, you can import your Online Banking categories into Quicken’s account categories and save time by avoiding re-keying account names and numbers. With Online Banking, and Quicken or Money, you can have money management at your fingertips and complete control over your finances.

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Paying Loans

Q: Can I pay a loan through Online Banking?

A: Yes, on the 'Make a Transfer' screen, you can simply make a loan payment or a loan principal payment by transferring funds from your deposit, savings or money market account to your loan account. You can make a one-time payment, a future-dated payment, or scheduled, recurring payment. To make a loan payment, click on the "Transfers' button on the main navigation bar and then click on the "Make a Transfer".

Q: How do I make a one-time, current-date loan payment?

A: To create a loan payment or loan principal payment that you want to have occur only once on the current day, do the following:

  1. Select the type of payment you would like to make, whether it is a loan or loan principal payment.
  2. Select the appropriate 'From' and 'To' accounts from the From and To Account dropdown fields by clicking on the down arrows. Enter the amount of the payment and select the payment type from the dropdown menu.
  3. When you click on the "Proceed" button, the Pay Loans Verification page displays, recapping the information you entered on the previous page. It also indicates a fee, if any, for the transaction.
  4. To accept the fee and complete the transaction, click on the "Accept Fee and Complete" button. If there is no associated fee, click on the "Complete" button.
  5. The Pay Loans Confirmation page displays, summarizing your transaction, and indicating the fee charged, if any, and the confirmation number. Print this page for your records.

Q: How do I make a one-time, future-dated loan payment?

A: To create a loan payment or loan principal payment that will occur only once on a date later than today's date, do the following:

  1. Select the type of payment you would like to make, whether it is a loan or loan principal payment.
  2. Select the appropriate 'From' and 'To' accounts from the From and To Account dropdown fields by clicking on the down arrows. Enter the amount of the payment and select the payment type from the dropdown menu 
  3. At the Schedule fields, select the 'Pay On' button and enter the date on which you would like for the transfer to take place. This must be a future date after today's date. Confirm that the date you have entered is a business day.
  4. At the Weekends/Holidays field, click on the button that indicates how you would like your transfer to be handled if you accidentally selected a weekend date or a holiday (You can have it occur on the previous business day or the next business day).
  5. Click on the 'Proceed' button. The Pay Loans Verification Page displays, recapping the information you entered on the previous page. It also indicates a fee, if any, for the transaction.
  6. To accept the fee and complete the transaction, click on the "Accept Fee and Complete" button. If there is no associated fee, click on the "Complete" button.
  7. The Pay Loans Confirmation page displays, summarizing your transaction, and indicating the fee charged, if any, and the confirmation number. Print this page for your records.

Q: How do I make a regularly scheduled loan payment?

A: To create loan payment or loan principal payment that you want to have occur on a regularly scheduled basis, do the following:

  1.  Select the type of payment you would like to make, whether it is a loan or loan principal payment.
  2. Select the appropriate 'From' and 'To' accounts from the From and To Account dropdown fields by clicking on the down arrows. Enter the amount of the payment and select the payment type from the dropdown menu.
  3. At the Schedule fields, select the description of the regular loan payment you would like to set up and fill in the appropriate fields. If a date is required for the type of schedule you select, this must be a future date after today's date and a business day for your financial institution.
  4. At the Weekends/Holidays field, click on the button that indicates how you would like your payment to be handled. If you select a weekend date or a holiday you can choose to have it occur on the previous business day or the next business day.
  5. Click on the 'Proceed' button. The Pay Loans Verification page displays, recapping the information you entered on the previous page. It also indicates a fee, if any, for the transaction.
  6. To accept the fee and complete the transaction, click on the "Accept Fee and Complete" button. If there is no associated fee, click on the "Complete" button.
  7. The Pay Loans Confirmation page displays, summarizing your transaction, and indicating the fee charged, if any, and the confirmation number. Print this page for your records.

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Transferring Funds

Q: What does the transfer funds feature allow me to do?

A: The Make a Transfer feature allows you to move or transfer funds from one account to another. The screen asks you for the account that funds will come from, the account that will receive the funds, and the amount of the transfer. You can create: a single funds transfer, a scheduled funds transfer, or a recurring scheduled funds transfer.

Q: What does the Internal transfer funds feature allow me to do?

A: The Make a Transfer feature allows you to move or transfer funds from your account to another customer's account. To add an Internal Account, the screen asks you for the account type, account number, account holder, account name that funds will come from, the account that will receive the funds. Once the account is set up,click on Make a Transfer feature. The screen asks you for the account that funds will come from, the account that will receive the funds, which will be under "other receipients" and the amount of the transfer. You can create: a single funds transfer, a scheduled funds transfer, or a recurring scheduled funds transferYou can create: a single funds transfer, a scheduled funds transfer, or a recurring scheduled funds transfer.

Q: When will my funds transfer post to the receiving account?

A: All transfers initiated before 2:00 p.m. EST (Wednesday 12:00 p.m.) will post on the same business day. Any transfers initiated after 2:00 p.m. EST (Wednesday 12:00 p.m.) will post on the next business day. When the transfer is complete, the post date will be reflected on the transaction detail screen as cleared.

Q: What about transaction or service fees?

A: Unlimited funds transfer, along with viewing account balances and transactions is included with Online Banking. There is no additional cost to you.

Q: How do I sign up for funds transfer?

A: Funds Transfer is available to all Online Banking customers. No special sign-up or software is required. To begin transferring funds, simply click the ‘Transfers' button on the top navigation bar then click on ‘Make a Transfer'.

Q: How do I make a one-time, current-date funds transfer?

A: To transfer funds only once on the current day, do the following:

  1. Select the appropriate 'From' and 'To' accounts from the From and To Account dropdown fields by clicking on the down arrows. Enter the amount of the transfer.

  2. When you click on the 'Continue' button, the Transfer Funds Verification Page displays, recapping the information you entered on the previous page.

  3. Click the "Submit Transfer" button to continue.

  4. The Transfer Funds Confirmation page displays, summarizing your transaction, and indicating the fee charged, if any, and the confirmation number. Print this page for your records.

Q: How do I make a one-time, future-dated funds transfer?

A: To transfer funds only once on a date later than today's date, do the following:

  1. Select the appropriate 'From' and 'To' accounts from the From and To Account dropdown fields by clicking on the down arrows. Enter the amount of the transfer.

  2. Enter a description, if any, of the transfer

  3. Click on the Frequency down arrows. The Schedule fields will be displayed. Select Once,Scheduled option.

  4. Enter the date on which you would like for the transfer to take place. This must be a future date after today's date. Confirm that the date you have entered is a business day.

  5. Click on the 'Continue' button. The Transfer Funds Verification Page displays, recapping the information you entered on the previous page.
     
  6. Click the "Submit Transfer" button to continue.

  7. The Transfer Funds Confirmation Page displays, summarizing your transaction, and indicating the fee charged, if any, and the confirmation number. Print this page for your records.

Q: How do I make a regularly scheduled funds transfer?

A: To transfer funds between the same accounts for the same amount on a regularly scheduled basis, do the following:

  1. Select the appropriate 'From' and 'To' accounts from the From and To Account dropdown fields by clicking on the down arrows. Enter the amount of the transfer.

  2. Enter a description, if any, of the transfer.

  3. Click on the Frequency down arrows. The Schedule fields will be displayed. Select (IE Weekly, Biweekly, etc)

  4. You can enter a start date for this transaction, which must be a future date after today's date. Confirm that the date you have entered is a business day.

  5. Choose the length of the scheduled transfer.  On the "End On", select the radio button on one of the options.

  6. Click on the 'Continue' button. The Transfer Funds Verification page displays, recapping the information you entered on the previous page.
     
  7. Click the "Submit Transfer"  button to continue.

  8. The Transfer Funds Confirmation page displays, summarizing your transaction, and indicating the fee charged, if any, and the confirmation number. Print this page for your records.

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General Questions

Q: How much does the new Online Banking service cost?

A: Online Banking is FREE to all bank customers! You’ll be able to access your accounts 24 hours a day, 7 days a week. Online Banking gives you current account balance and transaction details, allows you to transfer funds between accounts, and perform many self service features like making stop payments and reordering checks. It’s truly your ‘one-stop shop’ for banking.

Q: Now that I’m banking online, how do I deposit money into my account?

A: The same way you’ve always made deposits. You can visit the bank branch nearest to you and make the deposit in person. You can use a bank ATM to make the deposit. Or, you can mail the deposit to the bank in a deposit envelope. Plus, an easy way to expedite salary deposits is to work with your employer to set up direct deposit of your paycheck into your checking account. This makes it very easy to receive your regular payroll check. The money is automatically credited to your account on your usual payment days. And, there’s no more waiting in line at the bank to make a deposit!

Q: Can I change the name of my account numbers to make them more recognizable and easier to remember?

A: Yes, under the "Administration" tab, select the Change Account Name option. This enables you to change the name of your account from a feneric XXXXXX2401 format display to a specific description of your account(s) in Online Banking.  Choose from a list of all your accounts (deposits, savings, money market, and/or loan) and you can enter a name for the account, such as Household Checking.

To change an account name, do the following:

  1. Select ‘Administration' from the main navigation bar and then select 'Change Account Name' from the option list.

  2. In the Account Field, click on the drop down box and select an account.

  3. In the Account Name Field, enter the new name.

  4. When you are finished, click on the 'Submit button. This makes your new information effective.

  5. If there are other accounts whose names you wish to change, do the same as described above.

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©Copyright 2008 The Muncy Bank and Trust Company. Member FDIC. Equal Housing Lender.