Frequently Asked Questions

(Version HB 02.11.12)

Getting Started Online Banking Guide

Business Online Banking Enrollment

 

  1. How do I register for Business Online Banking?
  2. When will I have access to Business Online Banking after I enroll?
  3. Are there any system requirements to enroll?
  4. Are there any other requirements for enrolling in Business Online Banking?
Using Business Online Banking for Your Accounts
 
  1. Can I view my personal accounts through my Business Online Banking?
  2. What options are available with the Business Online Banking?
  3. Can I view all of my Hancock Bank accounts in Business Online Banking?
  4. Why can't I see an account that should be available in Business Online Banking?
  5. How frequently is my Hancock Bank account information updated within Business Online Banking?
  6. For a Hancock Bank deposit account, what is the "Available Balance?"
  7. I transferred money using Business Online Banking, but I don't see the transferred amount reflected on my accounts. Why?
  8. Can I stop or modify my request to transfer funds?
  9. Can I give my bookkeeper, CPA, etc., access to my Business Online Banking?
  10. How do I control what accounts they can see and actions they can perform?
  11. What if I don't sign on to Business Online Banking on a regular basis?
  12. Will Business Online Banking be available even if we're hit by a disaster?

Direct Deposit Payroll and Tax Payments

 

  1. How do I apply for the payments service?
  2. What are the fees associated with ACH Direct Deposit Payroll and/or Tax payments?
  3. Will I receive any reports? If so, what reports will I receive?
  4. Can I stop or modify payroll payment?

Business Online Banking Security

 

  1. Is my online communication with Hancock Bank secure?
  2. How do I change my User ID and/or password?
  3. What if I don't remember my login information? What if a subuser doesn't remember their login information?
  4. At sign-on, I get an error message stating "The validation information entered is invalid. Please verify and re-enter." Why?
  5. When do I use my Secure Access Card?
  6. What do I do if I lose my Secure Access Card?
  7. Why do I receive an error stating "Your interactive session is no longer active?"

Your Browser and Business Online Banking

 
  1. When I try to access Business Online Banking, I receive a "Browser Incompatable" error. What should I do now?
  2. How do I upgrade my browser to 128-bit high encryption?
Business Bill Pay
 
  1. Is Business Bill Pay available to everyone?
  2. How do I sign up for Business Bill Pay?
  3. How does Business Bill Pay work?
  4. I scheduled a payment and it wasn't paid or the payment arrived late and I was assessed a late fee. What do I do?
  5. When are funds taken from my account to complete my Business Bill Pay transactions?
  6. What happens to my Bill Payment by check if I don't have enough money in my account to cover the payment?
  7. What happens to my Bill Payment EFT if I don't have enough money in my account to cover the payment?
  8. What will happen to my Bill Payment Services if you decline to pay an Bill Payment EFT presented for payment against insufficient available funds?
  9. How do I make a same-day or next day payment?
  10. How do I receive my bills online through Business Bill Pay?
  11. Can I allow my subusers to access Bill Pay?
Online Statements
 
  1. How do I enroll in Online Statements?
  2. Are Online Statements available for all of my accounts?
  3. When will my first Online Statement be available?
  4. How do I know when my statement is available?
  5. How do I view my Online Statement?
  6. How many statements can I access through Online Statements?
  7. Can I allow subusers to view my Online Statements?
  8. I currently receive check images; will these be in my Online Statement?
  9. How do I save my Online Statement?
  10. Will I still receive inserts and disclosures if I enroll in Online Statements?
 

More questions? Contact us.

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Business Online Banking Enrollment

Q: How do I register for Business Online Banking?

A:

Simply visit your local branch office and talk with a Hancock Banker. They will walk you through the enrollment process.

Q. When will I have access to Business Online Banking after I enroll?

A:

  • If you are an authorized signer on ALL accounts in the business profile, you should be able to access the accounts within 24 – 48 hours. You will receive an e-mail once the service has been activated.
  • If you are not an authorized signer on ALL accounts in the business profile, we will need to process the appropriate paperwork including the application and resolutions before activating the service. Please allow up to 72 hours for processing after the completion of all required paperwork. The primary administrator will receive an e-mail once the service is activated.
 
Q: Are there any system requirements to enroll?

A:

You must enroll in Online Banking using a 128-bit encrypted browser (such as current versions of Internet Explorer, Firefox and Safari). Most computers are currently equipped with these requirements. However, if you need to upgrade your browser, visit our Tools and Plug-Ins page.

Q: Are there any other requirements for enrolling in Business Online Banking?  

A:

You must have a business checking account.

Using Business Online Banking for Your Accounts

Q: Can I view my personal accounts through my Business Online Banking?

A:

Yes, if you are the business owner, you can request access to your personal accounts by contacting Customer Service.

Q: What options are available with Business Online Banking?

A:

Business Online Banking offers the following robust set of tools for managing your business finances.

  • Alerts/Notifications - Receive e-mail alerts on balances and transactions posting to your account.
  • Quicken access - We'll bring you the ability to download your account information into Intuit Quicken® or QuickBooks®.
  • Pending Transactions - See pending transactions such as ATM withdrawals and debit card purchases as they occur.
  • Scheduled and/or Recurring funds transfers - Use scheduled transfers to transfer money on dates and times convenient to you on either a one-time or recurring basis.
  • Loan payments from external accounts - Pay your Hancock Bank loans using your accounts at other financial institutions. Subject to daily transfer limits.
  • Summary Reports - Get reports of your online activity such as login history, Online Banking preference changes and changes to security information.
  • Online Statements - View, print or save your monthly statements.
  • Bill Pay - Pay your bills online. Fees for Bill Pay vary based on the designated funding account. Click here to learn more.
  • Subuser access - Grant your secretary, bookkeeper or other associates access to your Business Online Banking. You control which accounts they can access and activities they can perform. This service is not available with all checking accounts. Please call customer service or talk with a Hancock Banker for more information.
  • Direct Deposit Payroll and State and Federal Tax payments through ACH —This service is not available with all checking accounts. Please call Customer Service or talk with a Hancock Banker for more information.

Learn more about all of the great features that Business Online Banking has to offer by viewing our Business Online Banking Guide.

Q: Can I view all of my Hancock Bank accounts in Business Online Banking?

A:

Business Online Banking can display both your deposit and loan accounts if those accounts are tied to your business profile. You may be able to add other accounts (such as your personal account) to your Business Online Banking relationship. Please contact Customer Service and select the Online Banking option for more information about adding accounts to your profile.

Q: Why can't I see an account that should be available in Business Online Banking?

A:

If you can't see a certain account, it may have been "hidden." To check if an account has been hidden, log into Business Online Banking, select Online Banking Preferences, then Nicknames. You may see the account you are looking for under Account Preferences. If so, uncheck the box on the right side of the account if you wish to unhide the account. Of course, if you continue to have difficulty viewing certain accounts, please contact Customer Service and select the Online Banking option. A dedicated professional Hancock Banker will assist.
 

Q: How frequently is my Hancock Bank account information updated within Business Online Banking?

A:

Your account will be updated with information on two types of transactions: pending and posted.

Pending transactions are transactions such as deposits, transfers or cash withdrawals and holds for debits or credits that have been authorized but not yet posted to your account. With Online Banking, you'll be able to see these transactions through real-time updates.

Posted transactions are transactions which have been processed and cleared against your account. This transaction information is updated daily, as pending transactions are completed and converted to posted transactions.

Note that some transaction values may change as they convert from pending to posted (such as authorizations with gas stations and restaurants). For example, gas stations will often pre-authorize $1 for a gas purchase. The transaction will be listed as "pending" until the full amount of the purchase has "posted."

Q: For a Hancock Bank deposit account, what is the "Available Balance?"

A:

The "Available Balance" is the amount of your current balance less any pending transactions. The available balance may include pending items such as deposits, transfers or cash withdrawals and holds for debit or credit transactions that have been authorized but not yet been posted to your account. It does not, however, include balances from any overdraft protection services.

Q: I transferred money using Business Online Banking, but I don't see the transferred amount reflected on my accounts. Why?

A:

There are a number of different transfer options available to you within Business Online Banking, each of these has its own timeframe for completion and will be reflected on your accounts accordingly.

Immediate transfers occur as soon as requested (unless you are notified otherwise at the confirmation screen). The transfer will appear as a pending transaction as soon as you've completed the request, and your account's available balance will be updated at once. Transfers entered before the cutoff time of 7 p.m. CST on a bank business day are processed on that bank business day. Transfers entered after the cutoff time or on a non-bank business day are processed on the next bank business day. Transfers submitted and processed from a deposit account are immediately reflected in your balance for that account.

Scheduled transfers are transfers you set up in advance of the date on which you want the transfer to occur. These transactions will appear as pending transactions within 1 to 3 business days of the scheduled transfer date and your account's available balance will be updated at that time.

Q: Can I stop or modify my request to transfer funds?

A:

Your ability to stop or modify a transfer request varies based on the type of transfer in question.

Immediate transfers are not confirmed (and will not be processed) until you reach the "Transfer Funds Confirmation" screen. At this point, the transfer cannot be stopped. However, you can make a new transfer to move the funds back to the appropriate account.

Future dated transfers can be edited or deleted at any point in time prior to the transfer date.

Q: Can I give my bookkeeper, CPA, etc., access to my Online Banking?

A:

If you have an eligible business checking account, you may set up our subuser feature located on the User Admin tab. This allows you to give others their own user ID and password to sign onto Business Online Banking. You will need to contact Customer Service to obtain a Secure Access Card for each of your subusers before they can sign on. You will also be able to control their access to accounts and what actions they can perform through the User Admin tab.

Q: How do I control what accounts subusers can see and actions they can perform? 

A:

After a subuser has been added, click on the User Admin tab to select their entitlements. There will be three buttons next to each user's name: Banking, Transfers and ACH. In Banking, you can select the accounts that a subuser is able to view, and what information they can view about each account. You can also choose to allow Bill Pay, Messages and Reports. In Transfer, you can select which accounts the subuser can transfer to or from and set transfer limits. In ACH, you can choose to allow the subuser access to your ACH service. By clicking on the subuser's name, you can change the subuser's profile information and if the subuser becomes locked out, you can unlock your subuser and reset their password. You can also disable the subuser if necessary.

Q: What if I don't sign on to Business Online Banking on a regular basis?

A:

To ensure the security of your accounts, we may disable your Online Banking enrollment if you do not login within a 180-day time period. Further, if you do not login within a 210-day time period, your enrollment in Bill Pay, scheduled payments and scheduled transfers will be cancelled. Please contact the Business Service Center if you experience any difficulty in accessing Online Banking or Bill Pay due to inactivity.

Q: Will Business Online Banking be available even if we're hit by a disaster?

A:

Yes. In the event of a disaster, you can count on Business Online Banking to remain accurate and available.

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Direct Deposit Payroll and Tax Payments

Q: How do I apply for the payment service?

A:

To apply, you will need to fill out the ACH enrollment application and go through an approval process including a credit check. To obtain the application, you may visit your nearest branch or contact the Business Service Center.

Q: What are the fees associated with ACH Direct Deposit Payroll and/or Tax payments?

A:

The monthly fee for Direct Deposit Payroll is $9.95 plus $1.00 per transaction over 25. The fee for Tax Payments is a flat rate of $9.95 per month.

Q: Will I receive any reports? If so, what reports will I receive?

A:

Yes, Business Online Banking provides a suite of reports that are designed to assist with your business management needs such as transaction, ACH and usage reports. For a list of available reports in Business Online Banking, please visit the interactive demo. Select Online Banking Preferences, Reports, then click the drop down box to view reports. Additionally, ACH-specific reports may be found in the "ACH Web" area of the demo.

Q: Can I stop or modify payroll payments?

A:

Yes. However, this can only be done before the entries have been picked up by the ACH system. Please contact the Business Service Center for information about modifying payroll payments.

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Business Online Banking Security

Q: Is my online communication with Hancock Bank secure?

A:

Yes. The security of online activity with Business Online Banking system is a top priority for us at Hancock Bank and we've taken strong measures to ensure that your information remains safe and confidential. 128-bit encryption, two-factor authentication, separate transfer passwords and the VeriSign Seal are just a few ways we demonstrate our commitment to protecting your information. Read on to find out more.

The first step is the use of a secure browser. Certain browsers 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 of a secure (128-bit high encryption) before a connection with our transaction system can be made.

After you reach us using the secure browser, we take steps to make sure your information remains secure and confidential. Your information passes through a "firewall," which is a computer especially designed to keep out unauthorized users. The information is scrambled again to ensure that it can only be read by authorized representatives of Hancock Bank. For more information, please read our Privacy Policy.

You'll also notice the VeriSign Secured logo on the Online Banking pages. The VeriSign is the most trusted mark on the internet and indicates that we use VeriSign to protect your information. VeriSign ensures that your information is protected by strong encryption technology and rigorous business authentication practices.

Business Online Banking also offers increased security for your finances by allowing you to more closely monitor your accounts. You can check your balances and transactions as frequently as you wish, you can set alerts to let you know when your account reaches a certain balance and you can set a separate password for transfers.

In addition to your password security, Online Banking offers even more security measures with OnGuard Security. OnGuard Security strengthens the safeguards in place at login by adding steps to verify your identity. Part of this identification process includes recognizing the computer you normally use to access Online Banking. This information, along with your normal login details, is incorporated into your online identity profile. When you log in, you'll enter your Logon ID and Password. If you are using a computer that has been enrolled in OnGuard Security, then that's it! No other steps are needed. If you choose to log in from a computer you don't normally use, you will be prompted to answer an additional security question you can access information online.

As an added layer of security for stronger log on authentication, you may elect to receive a Secure Access Card. This option offers enhanced security by providing a unique grid containing values which will be asked at each login. Only with this card will you be able to log in to your Business Online Banking profile. If you request the Secure Access Card for login purposes, it will replace the OnGuard Security questions referenced above.

Q: How do I change my User ID and/or password?

A:

Once you are signed-on to the secure portion of Business Online Banking, go to the "Online Banking Preferences" tab and select the "Change Password" option or the "Change User ID" option, depending upon which you want to change. Please note that passwords are case-sensitive.

Q: What if I don't remember my login information? What if a subscriber doesn't remember their login information?

A:

If you have forgotten your User ID, you must contact our Customer Service department.

If you are the admIf your Online Banking session remains idle for 15 minutes, the system will automatically log you off to ensure your account security. At this point, you will need to sign-on to Online Banking again to reopen your online session.
inistrator, you may either contact the customer service department or use the "Forgot Your Password?" online assistance tool on the sign-on page. If you use the "Forgot Your Password?" tool, you will be asked for your current User ID as well as the answer to one of your previously selected security questions. Upon answering these questions properly, your password will be reset and the first half of your new password will be displayed on screen. The second half of your new password will be emailed to you at the address on file for you (as shown in your "Business Online Banking Preferences - Security Info").

If you are a subuser, please contact your organization's Online Banking administrator for assistance.

Q: At sign-on, I get an error message stating "The validation information entered is invalid. Please verify and re-enter." Why?

A:

You are receiving this message because the user ID or password you have entered does not match the user ID or password we have on file for you. If you continue to get this message, please contact Customer Service for assistance.

Q: When do I use my Secure Access Card?

A:

If you're using a Secure Access Card, you will be prompted to enter the appropriate grid values from the card after entering your user ID and password.

Q: What do I do if I lose my Secure Access Card?

A:

If your Secure Access Card is lost, please contact the Business Service Center to cancel the card and order a new card. A Business Online Banking representative can give you a temporary access code to log in until your new card arrives.

Q: Why do I receive an error stating "Your interactive session is no longer active?"
A: If your Online Banking session remains idle for 15 minutes, the system will automatically log you off to ensure your account security. At this point, you will need to sign-on to Online Banking again to reopen your online session.

Your Browser and Online Banking

Q: When I try to access Business Online Banking, I receive a "Browser Incompatable" error. What should I do now?

A:

Hancock Bank requires our customers to have a 128-bit encrypted browser for extra security. A browser check is performed each time a customer signs-on to or tries to register for Online Banking. The system will automatically check to make sure that you have a 128-bit encrypted browser.

To upgrade your browser, visit our Tools and Plug-Ins page.

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. Their site should provide you with any instructions you'll need regarding their particular update process.

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Business Bill Pay

Q: Is Business Bill Pay available to everyone?

A:

Business Bill Pay is available to Hancock Bank customers who have an eligible business checking account AND are enrolled for Business Online Banking. Please see the Business e-Services Fee Schedule.

Q: How do I sign up for Business Bill Pay?

A:

If you are not a Business Online Banking customer, you'll need to start by registering for Business Online Banking.

Once you've registered for Business Online Banking and you've received your Online Banking user ID, sign on to Online Banking and select the “Bill Pay" tab. You will be presented with a Business Bill Pay enrollment prompt where you will be asked for certain personal information (your name, address and telephone numbers) to confirm your identity. You'll then be asked to select the account from which you would like to pay your bills. The monthly Business Bill Pay fee and per item fee if applicable will also be deducted from this account. Monthly Bill Pay fees can be avoided by enrolling your account in Online Statements and ordering a Visa Debit Card or by upgrading to an eligible business checking account.You can add or remove accounts from Bill Pay at any time.

Q: How does Business Bill Pay work?

A:

Business Bill Pay creates a profile of all your eligible checking business accounts when you enroll and allows you to select from these eligible accounts when making a payment. Depending on the merchant/payee, your scheduled payment will be made by check or electronically via ACH (automated clearing house). When scheduling payments, be sure to choose a "Due By" date several days in advance of the actual due date reflected on your bill statement. The earliest "Due By" date will be automatically displayed.

Q: I scheduled a payment and it wasn’t paid, or the payment was late and I was assessed a late fee. What do I do?

A:

Late or undelivered payments are uncommon with Bill Pay.  However, if this does happen, please contact our Customer Service, select the option for Online Banking and a representative will immediately begin researching the situation. Issues are often resolved quickly with late fees reversed.  Hancock Bank will then work with our Bill Pay partner and the merchant to determine what happened and to address the situation.

Please refer to the Terms of Conditions for the Business Bill Pay Service for more detail pertaining to payment disputes.

Q: When are funds taken from my account to complete my Business Bill Pay transactions?

A:

For electronic payments, funds will be deducted from your account and credited to the merchant on the "Due By" date you indicate the bill should be paid. For check payments, funds will be debited from your account when the check is presented to us for payment.

Q: What happens to my Bill Payment by check if I don’t have enough money in my account to cover my payment?

A:

Bill Payments by check are drawn on your account just like a normal check. If there is an insufficient amount of available funds in your account to cover an Bill Payment check, we may either pay the check and charge your account for the check and an overdraft charge, or decline to pay the check and charge your account a NSF fee.

Q: What happens to my Bill Payment EFT if I don't have enough money in my account to cover the payment?

A:

Your Bill Payment EFT will be processed and sent to the merchant. However, your funding account will be charged a NSF fee if funds are not available. Also, any amount funded by our third-party Bill Payment Service Provider will become an obligation that you owe to such provider. This provider may re-present the declined EFT via an ACH debit up to two more times. Each time you do not have sufficient available funds on deposit to pay the ACH debit, we may charge you a NSF fee. If this declined Bill Payment EFT is not repaid to our Bill Payment Services Provider, this provider may take other actions to collect the obligation, including referring the obligation to a third-party debt collector.

Q: What will happen to my Bill Payment Services if you decline to pay an Bill Payment EFT presented for payment against insufficient available funds?

A:

Until the obligation equal to the amount of the declined Bill Payment EFT is paid, we may block your Bill Payment Services and no payments, including recurring or otherwise previously scheduled, will be made until the obligation is paid. You are responsible for rescheduling any payments not processed while your Bill Payment Service is blocked. Once the obligation is paid, our Bill Payment Services provider has up to 48 hours to reactivate such services. Please remember you are ultimately responsible for periodically verifying that your payment requests were processed and completed, and funds are available in your account for scheduled payments.

Q: How do I make a same-day or next-day payment?

A:

You can use Expedited Payments to make same-day electronic payments or next-day payments via overnight check. Cut-off times vary by payee. When you select to make an Expedited Payment, you will be presented with a list of payees that qualify for expedited payment at the time. Fees for this service vary based on whether the item can be processed electronically or by check. Exact fees will be disclosed prior to completing an expedite request.

Q: How do I receive my bills online through Business Bill Pay?

A:

You can arrange to receive your bills such as utility bills and insurance bills online. When adding a payee, you will be presented with the option to receive your bill online. If your merchant sends only paper bills, you will see an image of the paper bill online. If your merchant has an option for electronic bills, you will see the payment information provided by the merchant.

Q: Can I allow subusers to access Bill Pay?

A:

Yes if you have an eligible business checking account which allows you to grant subuser access, you can allow your subusers to access Bill Pay and pay bills from accounts that you select. You can also choose to approve all payments before they are submitted.

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Online Statements

Q: How do I enroll in Online Statements?

A:

If you are not a Business Online Banking customer, you'll need to start by registering for Business Online Banking.

Enrolling an account in Online Statements is fast and easy. Simply log onto Online Banking and select the Online Statements tab. You will see a list of accounts that are eligible for Online Statements. Select the accounts for which you would like to receive Online Statements by clicking the "Change" button next to the account name. Please note that you must accept the Online Statement Terms of Use to enroll. Online Statement service requires Adobe® Reader® 7.0 or later. Please confirm your proper email address upon enrollment.

*Only the administrator of an account may enroll the account in Online Statements.

Q: Are Online Statements available for all of my accounts?

A:

Online Statements are available for most Checking and Savings accounts, excluding CDs, IRAs, Christmas Club Savings accounts and Commercial Checking accounts.  Online Statements are not available for loans at this time.

Q: When will my first Online Statement be available?

A:

Your first Online Statement will be available beginning with your next statement cycle following enrollment.

Q: How do I know when my statement is available?

A:

Each time a new statement is available, you will receive an e-mail notification at the e-mail address on file for the primary owner of the account. This notice will not include any personal information or full account numbers. You will receive a separate notice for each account that is enrolled in Online Statements.  

Q: How do I view my Online Statement?

A:

To view your Online Statement, you must first log onto Online Banking. From the Account Information screen, select the Online Statements tab and then select the account for which you would like to view a statement. A list of the available statements for this account will appear and you may select the statement you would like to view. Once you have selected the statement, it will open in PDF format through Adobe® Acrobat® Reader. If you do not have Adobe®, you may download it at no charge. You can visit our Tools and Plug-Ins page to get started with this download.

Q: How many statements can I access through Online Statements?

A:

You will begin building up to seven years of history when you enroll an account in Online Statements.

Q: Can I allow subusers to view my Online Statements?

A:

Yes, through the User Admin tab in the Banking section, you can select whether or not to allow a subuser to access
Online Statements for each account.

Q: I currently receive check images; will these be in my Online Statement?

A:

If you currently receive check images with your statement, they will be included in the PDF document with your Online Statement.

Q: How do I save my Online Statement?

A:

Once you have opened your Online Statement in Adobe® Acrobat® Reader, you may save it by clicking on the small disk icon on the toolbar. Provide a file name with a .pdf extension. We recommend using a name that will identify which statement you are saving such as CheckingSeptember.pdf.

Q: Will I still receive inserts and disclosures if I enroll in Online Statements?

A:

Yes, you will have access to inserts and disclosures through special links inside Online Banking once you are enrolled in Online Statements. To view inserts and disclosures simply log on to Business Online Banking and select the Online Statements tab. Then click on the "view inserts" link at the bottom of the page. A "View Statement Disclosures" link will open a PDF copy of the statement backer page, containing the general disclosures normally provided on the back of the first page of your mailed statement. This page will also display within the PDF of your Checking statements as the last page to view, save or print.

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