This section lists frequently asked questions about Hancock Net Solution, features, set up and troubleshooting. Use this document in conjunction with Hancock Net Solution help, documentation and training materials. Contact cashmgtsupport@hancockbank.com with any questions on the information provided here.
Frequently asked questions are organized into the following categories:

Product Features and Benefits
Registration
Security
Logging In
Browsers
Account Issues
Refresh Issues
Wires
Data Import
Holidays
Other Questions

Product Features and Benefits:

Q: What are the features and benefits of using Hancock Net Solution?
A: Everyone could use a little more time in their day. Hancock Net Solution is one way to get it with 24 hours a day, 7 days a week access to your account information. Hancock Net Solution is the name of our online banking capability. Depending on the product features you need, fees may be applied.

Features:

• Account Balance Inquires
• Transaction History Detail
• Funds Transfer
• ACH
• Wire Transfer
• Stop Payment Request
• Audit Reports
• PFM Import/Export
  

Benefits:

• Control
• Convenient
• Saves Time
• Flexible
• Safe

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Registration

Q: How do I register?
A: Registering for Online Banking with Hancock Net Solution is a simple process. Simply contact a sales representative for an appointment.

Note: A customer cannot register online for Hancock Net Solution.

Q: What does a customer need to Bank Online with Hancock Net Solution and who is eligible?
A: To take advantage of online banking with Hancock Net Solution, the customer must have the following:

• At least one commercial account that is eligible for online banking with Hancock Net Solution.
• Access to the Internet
• 128-Bit Encryption Browser
• Windows Operating System (Windows 98 or later)
• Netscape Navigator 6.2.3 or Internet Explorer 5.5 SP2 or 6.0 SP1

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Security Questions

Q: Is my on-line communication with Hancock Net Solution Secure?
A: Yes. Security is one of the most import issues we faced in making this service available. We have taken strong measures to ensure that your information remains safe and confidential.
The first step is the use of a secure browser. Certain browses and computers have the ability to communicate securely by scrambling information as it passes through the Internet. This method of communication is called SSL, or Secure Socket Layer. We require the use one of the certified browsers (128-bit high encryption) before allowing a connection to be made with our transaction system

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Logging In

Q: When I logged in, the system forced me to change my password, why?

A: Hancock Net Solution is configured to force users to change their password at set intervals for security purposes. This value is set at 60 days.

Q: I forgot my User ID and/or Password, what should I do?
A: If you have forgotten your User ID or Password, please contact the Administrator within your company. Company Administrators should contact the Cash Management Office for assistance at 1.866.594.2304 or by email at cashmgtsupport@hancockbank.com.

Q: My system failed and crashed while I was logged on. Now I can't log in.

A: If your browser or PC crashes while you are using Hancock Net Solution, Hancock Net Solution will think you are still logged on. This problem can be resolved two ways: If you are inactive for a set period of time, Hancock Net Solution will automatically end your session in 15 minutes. Or, you may contact the Administrator within your company. Company Administrators should contact the Cash Management Office for assistance at 1.866.594.2304 or by email at cashmgtsupport@hancockbank.com.

Q: I can't log in. An error message occurs indicating my ID is in use or locked by the system administrator.

A: First determine that you are the only person who uses the ID. If another user is using the same ID, an additional new user ID should be set up to enable both users to log in at the same time. Multiple users should not share one user ID. If no one else is logged in using the same information, contact the Administrator within your company to determine if you were purposely locked for any reason. Company Administrators should contact the Cash Management Office for assistance at 1.866.594.2304 or by email at cashmgtsupport@hancockbank.com.

Q: Why can't I connect to the Hancock Net Solution web site?

A: Check the following:
· Make sure you are connected to the Internet.
· Make sure you are able to get to other web sites.
· Make sure you are using a certified browser. You should go up to Help, then About [Internet Explorer or Netscape Navigator] and make sure the browser is one of the certified versions.

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Browsers

Q: When I try to access Online Banking with Hancock Net Solution, I receive a "Browser Incompatible" error, what should I do now?
A: Hancock Net Solution requires our customers to have a 128-bit encrypted browser for extra security. We require the use of a secure browser (128-bit high encryption) before a connection with our transaction system can be made. The following browsers have been certified:
· Netscape Navigator 6.2.3 or Internet Explorer 5.5 SP2 or 6.0 SP1

Q: How do I upgrade my browser to 128-bit high encryption?
A: Visit our "Tools and Plug-Ins" page and select the browser that you would like to upgrade.

Q: Does Hancock Net Solution work with all web browsers?
A: Not exactly. Hancock Net Solution currently operates correctly with only certified browsers. Other browsers may operate correctly but are not certified.

Q: Will Hancock Net Solution work with the AOL browser?
A: The AOL browser is not certified. We do not recommend use of uncertified browsers. It may work, but we don't guarantee that it will perform adequately.

Q: Are particular settings required for browsers?
A: Default settings (the settings the browser has when you install it) are sufficient for using Hancock Net Solution.
If you alter default settings, make sure you do not turn off the "cookies" feature. Cookies are small pieces of information put on your hard disk by a web server. Hancock Net Solution deposits a harmless encrypted cookie on your machine to establish a session. If the cookies feature is turned off, you will not be able to log on to the system. To turn cookies back on for Internet Explorer, go to the Tools menu, select Internet Options, and then click the Security tab. Under Security Level for this Zone, make sure the slider is on the Medium or lower security setting. To turn cookies back on for Netscape, go to the Edit menu, select Preferences, and then select Advanced. Click the Accept all Cookies radio button.

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Account Issues

Q: If I bank online using Hancock Net Solution, can I view all of my Hancock Bank accounts?
A: That depends. A company Administrator is designated in each company. The Administrator determines and grants account access to users within the company as needed. The Administrator also grants permission to users within the company to perform transactions.

Q: One of my accounts does not appear on Hancock Net Solution, what should I do?
A: If you are unable to view a specific account that you think you should be able to view, you can contact the Administrator within your company. Company Administrators should contact the Cash Management Office for assistance at 1.866.594.2304 or by email at cashmgtsupport@hancockbank.com.

Q: How frequently is my Hancock Bank account information updated?
A: Your account information is updated daily to reflect account activity. Hancock Bank updates all customer information nightly, Monday through Friday.

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Refresh Issues

Q: Why doesn't the data on my screen get updated after I make a change?
A: Right click over the frame that is not displaying the correct information & choose Reload or Refresh. In most cases, this forces that page to reload and display the correct data.

Q: Can I use my browser's function buttons or should I only use navigation buttons in Hancock Net Solution?
A: Hancock Net Solution is most effective when you use internal links and buttons to navigate. However, you will need to print from the browser by using the Print button or by going to File then Print. You also may need to use the Refresh button to reload the screen. You should not use the Stop, Back, or Forward buttons. If a process is taking too long to complete, wait for it to time out (15 minutes) and then click Refresh or you can contact the Administrator within your company. Company Administrators should contact the Cash Management Office for assistance at 1.866.594.2304 or by email at cashmgtsupport@hancockbank.com.

Q: Why won't my screen reload when I try to refresh it?
A: The settings in your browser may need to be changed: In Internet Explorer, select Tools then Internet Options. Select the General tab, and then in the Temporary Internet Files area, click the Settings button. Under "Check for newer versions of stored pages", click the radio button next to Every time you start Internet Explorer or Automatically. In Netscape, choose Edit then Preferences. Expand Advanced and click Cache. On the right, in the Document in cache is compared to document on network area, click the radio button next to Once per session.

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Wire

Q: What is a wire template?
A: Wire templates are a wire service feature that ensures security and data entry accuracy for wires. Wire templates contain most of the information that goes into a wire. User entitlement features in Hancock Net Solution strictly limit who can use them. When data entry personnel create a wire, they select a wire template and then fill in a very limited amount of additional information.

Q: What is the Wire End of Day Cut Off Time?
A: The cut off time is 2:30 PM each business day. This is the time that the current day ends and when the next business day begins on the Hancock Net Solution. This is the end of the day for entering and releasing same-day wires. At this time, the date changes to the next business day.

Q: What is the Wire Cut-Off Message, and where does it appear?
A: The message appears on the Transaction List screen to notify you about the bank cut-off time for entry and release of wire transfers.

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Data Import

Q: What is an import format?
A: Import Formats are a Hancock Net Solution feature used to match the characteristics of your data exported from spreadsheets or accounting packages with data entry requirements for an ACH database. Import formats "map" each piece of data to its required location in the ACH database. Import formats also specify whether your data is in a comma separated or fixed format. Once an import format is created, it can be used again and again each time data is imported.

Q: What are the basic steps for importing?
A: Basic steps for importing to a Hancock Net Solution database include:
1. Export data from your spreadsheet or accounting package. Note the export options you select (e.g. "comma-separated" vs. "fixed format").
2. Create an import format based on the characteristics of the data you are importing and the ACH database to which you are importing. This is a one-time step.
3. Make sure the import format is selected.
4. If this data will be imported to a new database, first create the ACH database. You cannot create a new database by importing.
5. Perform steps for importing to an ACH database.
Refer to the help system for instructions.

Q: Can I import NACHA files?
A: Yes. You can import data in NACHA files directly to an ACH Database. You can also import directly to an ACH Batch by using the Validator feature.

Q: Are any Import formats provided with Hancock Net Solution?
A: Yes. NACHA import formats are included as part of your Hancock Net Solution product (but must be imported into the Import Format List).

Q: What are applications?
A: Applications define the data entry fields and processing rules that comprise each type of payment. In Hancock Net Solution each type of ACH or Wire payment is defined by an "application". For example, the Payroll application contains all the fields required to process a payroll transaction. Customers use a different application for each type of payment they make. When they create a database, they select a corresponding application.

Q: What applications are available for Hancock Net Solution?
A: Hancock Net Solution offers a variety of CCD, CCD+ and PPD applications. These include applications for tax payments, child support payments and general cash management. For assistance, contact the Administrator within your company. Company Administrators should contact the Hancock Net Solution Support Team by calling 1.866.594.2304 - Cash Management Support or by email at cashmgtsupport@hancockbank.com.

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Holidays

Q: Is Hancock Net Solution preset with certain holidays?
A: Hancock Net Solution is set with the holidays that are designated by the Federal Reserve.

Q: Can I create and release batches on holidays that are designated by the Federal Reserve?
A: Yes, you may create and release batches on holidays, but you can not assign an effective date for the holiday.

Q: Will I be prevented or warned if I try to process transactions on holidays?
A: You will receive the following warning when you attempt to set a Wire or ACH effective date on the holiday:

The date you selected, mm/dd/yyyy, is not a business day, do you want to use the next business day or previous business day? Prev, Next, Cancel

You can still create and release batches on these dates.

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Other Questions

Q: How do I contact Hancock Bank when I have problems or questions regarding Hancock Net Solution?
A: Your first contact should be the Administrator within your company. Company Administrators should contact the Cash Management Office for assistance at 1.866.594.2304 or by email at cashmgtsupport@hancockbank.com.

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