Frequently Asked Questions
Which web browsers are supported?
In order to ensure the best possible experience and security for our customers and website visitors, we recommend using Internet Explorer 8 or newer, or the current versions of Firefox, Safari, Opera or Chrome. All of these browsers are available for free download at these links:
Is my personal information secure?
Yes. Ensuring the security of your personal information online is of the utmost importance to us. Peoples Bank website is secured using Secure Sockets Layer (SSL) technology.
When you use the Peoples Bank Secure Log In Form from any page on our website, your ID and password are sent to our Online Banking Service by means of an encrypted transmission. Clicking “Submit” will route you to our secure banking vendor’s address: https://secure.fundsxpress.com. That address will appear in the URL line. If you see an address line other than the preceding, do not proceed with the transaction. Please report this to our customer service center at email@example.com or call 828-466-1765, or call toll free 877-802-1212 immediately.
We will never ask you for personal information, such as account numbers, PIN numbers, address, social security numbers or passwords, in an email. Do not click on a link within an email if you suspect the message might not be legitimate. You should also never send personal or financial information in an email. Email is not a secure method of transmitting personal information. Please contact us by phone if you need to communicate personal information.
What is encryption and how does it work?
Encryption turns meaningful words and phrases into coded language. Everything that you do during your Online Banking session becomes a string of unrecognizable numbers before entering the Internet. Your account information will read as gibberish to everyone but you and our financial institution. All of your Online Banking sessions will be encrypted. We employ the strongest forms of cryptography that are commercially available for use over the Internet.
What is 128-bit encryption?
A 128-bit encryption means there are 2128 possible keys that could fit into the lock that holds your account information, but only one that works for each Online Banking session. (Try that on your calculator!) This level of encryption is so powerful that the U.S. government lists this encryption as a federal munition - meaning browsers that offer it can only be used and downloaded by citizens and permanent resident of the United States and Canada.
What does SSL mean?
SSL stands for “Secure Socket Layer.” This technology allows users to establish sessions with secure Internet sites - meaning they have minimal risk of external violation. Once inside the Online Banking site, our use of SSL technology keeps you and your account information secure.
What types of security measures are taken to prevent sensitive information from being intercepted online?
From the moment account information leaves your computer to the time it enters the Online Banking system, we take numerous steps to ensure your information is secure in cyberspace. We make sure only authorized people with secure browsers can access our system.
- You must enter your passcode, and we must verify it before you are allowed to access your accounts.
- Only browsers supporting the SSL security protocol can be used to log on to our system.
Once online, we make sure only you can view any information about your accounts.
- SSL uses a digital signature to make sure that no one can send you false information; your browser will only accept information from the Online Banking system.
- SSL also uses the highest level of encryption supported by your browser to encrypt all information before it is sent. This ensures that only the browser that logged on can read any information the system supplies.
What can I do to protect my account information while I’m online?
We take numerous steps to keep your account information secure. However, you must take precautions as well.
- Choose a good passcode - Your online passcode, along with your access ID, authenticate you when you begin an Online Banking session. You should carefully select a passcode that is hard to guess. You should not use personal information or a word that can be found in the dictionary.
- Keep your passcode safe - Even the best passcode is worthless if it’s written on a note attached to your computer or in your checkbook. Memorize your passcode and never tell it to anyone. We do not need your passcode to help you, so we will never ask you for it.
- Change your passcode regularly - It’s important to change your passcode regularly. Every time you choose a new passcode, the Online Banking system runs a quick program to test it. If we can guess it, we will immediately ask you to choose another one.
- Remember to sign-off properly - You may not always be at your own computer when you bank online. Therefore, it’s important to sign off when you’re finished banking. If you forget to do so, the system automatically signs you off after 10 minutes of inactivity. This will prevent anyone else from accessing your account.
How do I know if my session is encrypted?
You can determine if you are in a secure session by looking for the following icons in the status bar of your respective browser:
|Microsoft Internet Explorer (any version)*||No icon|
|Google Chrome||No icon|
|Apple Safari||No icon|
|*Different web browsers display these icons in different areas of their windows. All browsers offer information on the level of security they provide.|
What happens if an unauthorized person uses my access ID and passcode?
You must notify us immediately if you believe your access ID or passcode has been compromised or if an unauthorized transaction has occurred. If you tell us within two banking days after you learn of a loss or theft, you can lose no more than $50.00.
Online Banking with BillPay TOP
What can I do with Online Banking?
With Online Banking, you have control over nearly every aspect of managing your accounts. You can:
- View transaction history for your Online Banking accounts.
- Transfer funds between your authorized Online Banking accounts.
- Pay one-time, occasional, and recurring payments online.
- Download account information into Quicken® or Microsoft® Money.
- Send and receive secure electronic messages to and from our financial institution.
How do I sign up?
Go to the online banking login box on our website and click "Enroll here". If you're not a current account holder, contact us to open an account today!
What do I need to enroll for Online Banking?
You must have an account with us, and you must have a secure Internet connection. Our Online Banking system currently is best viewed with the latest versions of Internet Explorer, Firefox and Safari. Your browser must also be SSL compliant with 128 bit encryption.
How do I know if my browser is secure enough to use the Online Banking system?
Please be sure your browser and settings meet all the requirements for Online Banking access. Following are definitions for the table below:
- Supported – Full functionality of the product has been tested and successfully meets functional and all minimum design requirements.
- Allowed – Functionality of the product has been tested and successfully meets functional requirements. Design deficiencies and some functionality issues may occur.
- Unsupported – Browsers not specified in the matrix below are unsupported. Online Banking has not been tested with unsupported browser. Browsers in this category are not known to be extensively used as determined by usage statistics for the specific browsers.
|*Recommended browser providing optimal Online Banking functionality and display.|
- Secure Socket Layer (SSL) and Encryption - Your browser must be SSL compliant and support 128-bit encryption.
- Cookies – The browser must be set at a minimum to allow 3rd party cookies for the Online Banking interface to properly function.
- Screen Resolution – A minimum screen resolution of 1024 by 768 pixels is suggested to view the site correctly.
- Pop-Up Windows – Must be allowed in the browser for full Online Banking functionality, including session time out notifications.
- Bill Payment providers (FDC partners) – Browser requirements for single sign-on bill payment pages may vary from the above.
- SSO (Single-Sign On) – Any institution specific SSOs to 3rd party vendors may have additional browser requirements.
Who do I call if I need assistance?
Please feel to contact customer service at firstname.lastname@example.org or call 828-466-1765, or toll free 877-802-1212. You can also send a secure message through Online Banking.
How does the Online BillPay service work?
Our Online bill pay service offered through Online Banking allows you to set up payments to just about anyone. You tell us the person or company you want to make a payment to, and we will withdraw the money from your account and send the payment to the payee. You may schedule one-time, occasional, or recurring payments to be paid right away or a date in the future.
Who can use the Online Bill pay service?
Anyone who has access to a transaction account in Online Banking is eligible to use the Online bill pay service once they have been authorized to do so by our financial institution. To sign up for our Online bill pay service, select the "bill pay" option for the account(s) you wish to make payments from when you enroll for Online Banking. If you are already enrolled in Online Banking, just contact our financial institution using our Online Banking secure email service and let us know which account(s) you wish to make payments from.
How long will it take to get registered for Online bill pay?
If you are already enrolled in Online Banking, it will usually take one or two business days while we verify your account.
How are payments made?
When scheduling your payment, you tell us the payment amount and the due date of the payment for the payee. Payments must be scheduled at least four business days in advance of the payment due date. The payment is sent to the payee either by check or is sent to the payee electronically to insure the payee receives the payment on the due date. The payment amount is scheduled to be deducted from your account on the payment due date.
Who can I pay with this service?
You can pay virtually anyone you want using our Online bill pay service, as long as they have a valid U.S. mailing address.
When I add a new payee, do I have to wait before I can make the first payment?
No. When you add a payee to the Online Banking payee database, the payee is immediately available to schedule a payment, however you must schedule your payment at least four business days before the scheduled payment due date.
How far in advance should I schedule payments?
To insure your payments are received by the payee by the payment due date, you must schedule your payments at least four business days before the payment due date. If your payment due date is less than four business days away when scheduling your payment, you may still make your payment using the service, but you will be responsible for any late fees that may be assessed by the payee if not received by the payment due date.
When are payments processed?
Payments are processed each business day. Any payments scheduled on a non-business day (Saturday, Sunday, and federal holidays) will be issued the prior business day.
What if the payee does not receive my payment? Who pays any late fees?
Our Online Bill pay service will be responsible for any late payment related charges up to $50.00 should a payment post after its due date, as long as the payment was scheduled at least 4 business days before the payment due date.
How does the E-Bill feature work?
Payees can send bills to you electronically to the Online Bill Pay service. You will be advised if a payee can send e-bills when you add the payee to your payee list. With e-bills, you can opt out to receive email notification when your bill is available online. You can also use the Auto-Pay feature to automatically pay your e-bills - you can even set a maximum amount limit.
Can I view transactions in all accounts through Online Banking? How far back?
Our Online Banking system stores up-to-date history on all of your authorized Online Banking accounts. The amount of history available may vary depending on the type of account.
We know we are dealing with sensitive information and want to reassure you that we take every step possible to ensure your privacy.
- Passcode: Your passcode is extremely private and secure. Once you have changed your passcode from the one you were originally assigned, no one else will know it. This includes the FundsXpress Financial Network and our financial institution. We do not know your passcode and we do not need to know it. No one from FundsXpress or our financial institution will ever ask you for it.
- Cookies: A cookie is a piece of data given to a browser by a web server, so that the browser will hand it back to the server on subsequent visits. Internet banking uses a cookie when you log on. This lets us give you access to your accounts without making you enter your passcode more than once per session. The cookie changes each time you log on, so it is useless once you have logged off. No one can use it to access your account. Cookies do not read your hard drive and ours will not supply us with any new information about you.
- Sharing Information: We will only share information about you and your accounts when necessary. We will never sell any information about you. Some cases where we will share information include:
- When we are ordered to do so by a subpoena or court order.
- When we must do so in order to provide a service or complete a transaction you have requested.
- In order to investigate fraud or abuse of our system.
- In order to monitor the system's performance.
- Session Traces: We retain the right to make and keep logs of all activity in our system. However, we would only do this in order to trace a problem or in case of a suspected security breach. We will not share this information.
Bill Payment — CheckfreeTOP
NOTE: CheckFree provides an extremely useful HELP function which can be used to answer many questions. The items listed below are only the most commonly asked questions.
When I click on Bill Payment, I receive the error message Invalid Address Line.
Click on Preferences/User and examine the two address lines. Remove any character that isn't a number, letter, space or dash (# and / are typically the culprit).
I logged on to Online Banking for the first time, and tried to enroll in Bill Payment. When I clicked on Bill Payment, I received the error message An unknown error has occurred.
This problem can be solved by logging off and back on, or by clicking on Preferences/User and then clicking the Submit button without making any changes.
I only have savings accounts. Can I enroll in Bill Payment?
No. The Bill Payment service issues drafts on your account like a check. Therefore, savings accounts cannot be used.
I only see one of my accounts on bill payment. How do I get my other one listed?
Click on Preferences/Bill Payment. Select the account you wish to add, and click Submit.
Why can't I select a pay date of tomorrow?
Check Free works on a Payment Date based model, where you choose the date you wish the payment to be presented to the biller. The time it takes for CheckFree to get the payment to the biller will vary depending on whether it can pay them electronically, or whether they have to issue a paper check. CheckFree will not allow you to enter a Payment Date sooner than it can make the payment. The lead time for most payments is 1 – 4 days.
I scheduled a recurring payment to be made on the 30th of the month. The 30th of the month was a Saturday, and CheckFree charged my account on the 29th.
Check Free’s goal is to guarantee that your payment will arrive by the date you specified. In order to insure that your payment will not be late, it will adjust the payment date to the business day prior to the scheduled date if that date is a non business day. (This is the opposite of recurring online transfers!)
Oops! I just made a payment by mistake. Can I cancel it?
If the transfer appears under the "Pending" section with a Cancel link below it, yes. If not, you will need to call CheckFree to see if they can stop the item. There is no guarantee that even CheckFree can stop an item that is processed.
I called CheckFree and they won't speak to me. They tell me that I'm not on the account.
CheckFree attempts to verify a caller's identity by checking the social security number and date of birth. If either of these pieces of information is incorrect, they will not provide payment information. The problem could also be that the caller is the spouse. The financial institution can complete a Subscriber Change Form to correct both of these issues.