Getting Started with Home Branch Online Banking
April 25, 2019, 9:45am
This section includes questions about getting started with online and mobile banking, including questions about logging in for the first time.
Logging in for the first time
What if I do not have access to the phone or email account contacts listed?
You must have access to at least one of the listed contacts to log in for the first time or register a browser device. If you need immediate access, call us at 800-225-0110. After you verify your identity, we can add a new contact method for you.
Registering your computer
I registered my browser or device during a previous login, but now I need to register it again. Why?
There are several possible reasons that you may need to register a browser or device again, including:
- Your browser settings are configured to delete cookies.
- Your browser cookies for Home Branch online banking were removed.
- You use a browser plugin that automatically removes browser cookies when you close the browser.
- Your account requires a secure access code each time you log in.
- You use a Symantec VIP Token for a secure access code when you log in.
- You log in with a different browser on the same registered computer.
- You deleted and reinstalled the mobile banking app.
- For security reasons, we reset all active registrations for all users.
How do I remove the registration from a device?
On a computer browser, delete all Internet browser cookies or the browser cookies for online banking. See your browser help for information about deleting cookies.
On a tablet or smartphone, the registration information is automatically deleted when you delete the mobile banking app.
MESSAGES AND ALERTS
This section includes frequently asked questions about using messages and alerts.
Are the contents of my messages and any attachments sent securely?
Yes, the transport of your messages is secure sockets layer (SSL)-encrypted and is never sent through public, unsecured communication channels like email.
When are alerts delivered?
Secure message and email alerts are sent when transaction processing completes. Phone and text message alerts are sent at the next available time you specified for the alert.
Are alerts real time? Are security alerts?
In most cases, alerts are sent in real time. Security alerts are event driven and sent in real time.
What if I do not receive a phone or email alert?
If you miss an alert via phone call, the alert system leaves a message on voicemail.
For email alerts, check your junk mail or spam folder for the alert. If the alert is in the junk mail folder, configure your junk mail settings to allow email from us so you do not miss future alerts.
If you believe you did not receive an alert phone call or email, click or tap Conversations in the menu to check for the alert. If the alert does not appear in the Inbox, confirm that the alert is enabled in the Alerts page. If the alert is enabled and you still believe you did not receive an alert, contact us and we’ll help you set up your alerts.
Note: Email, phone, and text message alerts are meant as a convenience. We do not recommend using them to manage critical account details or appointments. Email, phone, and text message networks are not 100% reliable delivery channels, of course. Secure messages within our system are very reliable, since they are contained entirely within the banking system.
This section includes frequently asked questions about your accounts in online and mobile banking.
When I download my history to Quicken or QuickBooks, the application does not launch automatically. Why?
The file type is not properly associated with the application. The easiest way to create the association is to save the download file to your desktop, the first time, right-click the file and click “open with.” In the Open With dialog, select Quicken or QuickBooks. The next time you download your history, the program should launch automatically. For more information, check the documentation for your computer.
Can I see transactions from other users in my company?
Yes, if your rights permit you to see the activity of the other users instead of just your own.
What is a Tracking ID?
Whenever you create a transaction in online banking or the mobile app, the system creates a tracking ID, which is a unique identifier for that transaction. It is a reliable way to reference each unique transaction. Tracking IDs appear in the transaction details on the Activity Center page. When you use secure messages to inquire about an account or a transaction, the message automatically includes the tracking ID.
Activity Center page
How is the Activity Center page different from the Account Details page?
The Activity Center page contains all transactions initiated in online and mobile banking, including checks deposited through mobile remote deposit capture. It does not include transactions that you make by other means, such as ATM or debit card transactions. The Activity Center page also shows the status of each electronic transaction as it moves from a drafted status to approved and then processed.
The Account Details page is a record of processed and cleared transactions against your account from all sources. The Account Details page does not include transactions that have been drafted, approved, or canceled in Home Branch or the e-ONE mobile banking app, only those that have already cleared or that will clear your account the next processing day.
Why are some accounts not in the account drop-down list when I view statements?
Certain account types do not support e-statements.
I clicked Get Statement on the Statements page, but nothing happened. Why?
In your browser settings, make sure you browser allows pop-ups for the online banking site. If you encounter problems loading the page, it is likely that the pop-up box is being blocked by a pop-up blocker or a toolbar pop-up blocker. You can disable the pop-up blocker in your browser's settings or add the online banking site as an allowed site.
If available, why would I choose to view my statement as an image instead of a PDF?
If you are on a public computer, you may wish to view images. PDF documents are often cached by the browser and stored in a temporary files folder. If you select PDF on a public computer, you should delete the cache files and other temporary files after you log off to ensure your security.
This section includes frequently asked questions about creating, managing, and viewing transactions.
When I pay a bill, when is the money taken out of my account?
Your account is debited when an electronic payment is processed. If the payment is mailed, the account is debited on the day before the date you selected.
How long should I allow for the payment to arrive at the payee?
Times vary, but you should allow the same amount of time you would if you were mailing a check.
What if I do not have an account number at the payee or if the payee is a person, not a company?
You can enter N/A or Not Applicable in the Account Number field, but this may make the posting of your payment more difficult for the recipient.
Sending a check
If I create a future-dated check, when will the check be processed and effective?
If you create a future-dated check, the check will be processed on the Processing Date. The date that the check arrives at your recipient’s address is dependent on the US mail system.
Is the description I enter online printed on the check?
No. The description is there to help you to identify the transaction in online banking and the mobile banking app.