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"Modern Banking............ the Old Fashion Way"

 

 
Frequently Asked Questions About:

Online Banking
Mobile Banking
Bill Payment
Check Images
eStatements
Messenger
Multifactor Authentication


Online Banking


 

What do I need to start Internet banking?

You will need to know one of your account numbers.  This number will be your "Access ID" when you log in to Internet banking as a "First Time User."

You will also need a temporary password.  If you are a Telebanc user, you may use your current Telebanc password as your temporary password.  If you do not have a Telebanc password, request your password from your Customer Service Representative in person or call (920) 564-2336 or e-mail generalbox@oostburgbank.com

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What is my Access ID?

As a "First Time User", your Access ID will be any one of your account numbers.  After you successfully Log In the first time, we strongly encourage you to change your Access ID.  Use at least six 6 to 12 alpha or numeric characters.  The Access ID is case sensitive, therefore you must remember which letters are capitalized and which letters are not capitalized.

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How do I change my Password?

Log in to Internet banking.  Select "Change Password" from the "Options" menu.  Enter your current password into the "Current Password" textbox.  Enter a new password into the "New Password" textbox and again into the "Confirm New Password" textbox.  Use at least six 6 to 12 alpha or numeric characters.  The password is case sensitive, therefore you must remember which letters are capitalized and which letters are not capitalized.  Next click "Submit".  You should receive a message indicating that your password was changed successfully.  None of the bank’s personnel will know, or have access to your password.  We encourage you to click the Options button on the Online Banking main page and choose to register your email.  This will enable the Online Banking system to email you your password should you forget it.  We will not share your email address with anyone and you will not be solicited by the bank as a result of registering your email address with Online Banking.

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How do I change my Access ID?

You can change your Access ID number during the initial Log In process and we strongly encourage you to do so.  If you decide to change it at a later time, please contact our IT Department at (920) 564-2336 or generalbox@oostburgbank.com

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What is a Security Question and Answer?

A Security Question and Answer is a form of personal identification that involves a "shared secret".  The authenticating party (the Bank) seeks to verify the identity of a transaction initiator (the Customer) via a question that only an authentic customer should be able to answer.  To enter a question and answer, Log In to Internet banking.  Choose "Change Security Question" from the "Options" menu.  Enter a question in the "Question" textbox and the corresponding answer in the "Answer" textbox.  Click "Submit".

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How can I obtain Internet software?

Internet Explorer is a popular web browser.  Microsoft Internet Explorer must be version 7.0 or higher.  To check your current version, click "Help" on the Internet Explorer menu bar and then click "About Internet Explorer".  If you need to upgrade, you can download the newest version at :

Get Microsoft Internet Explorer - click here to download

Several other browsers are compatible:

Microsoft Windows (XP, 7, 8)
     - Microsoft IE: 7.0 or higher
     - Google Chrome
     - Mozilla Firefox
     - Opera

Mac OS
     - Apple Safari: 4.0 or higher
     - Mozilla Firefox
     - Opera

Adobe Acrobat Reader is a popular way to view documents.  Download the newest version of Adobe Acrobat Reader at:

Get Adobe Acrobat Reader - click here to download

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Where do I log on to Online Banking?

After your initial log on to Online Banking as a “First Time User” you can take a more direct route to the log on page.  You will notice in the upper left corner of each web page an Online Banking button.  Simply click on this button to reach the log on page. Some customers choose to save the log on page in their Favorites file.

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Bill Payment


What do I need to start Bill Payment?

1.  You must be a current Online Banking customer.  If you're not a current Online Banking customer, learn more now.
2.  Click here to learn more about getting started with Bill Payment.

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Check Images


How do I see my checks?

The following allows you to retrieve images of checks that have cleared up to the past 60 days:

1.  Log in to Online Banking
2.  Click on "Accounts" and select your checking account number
3.  Under the "Transactions" button, click on either "Current Statement" or "Previous Statement"
4.  Under the "Check Number" column, click on the check number of the check you'd like to see.

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When do my checks appear on Online Banking?

Your transaction appears on your Online Banking statement in "real time" as soon as your check is processed.  Your check will be available for viewing by 10:00 am the following business day.

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How long will my checks remain on Online Banking?

You can view your checks through your "Current Statement" or "Previous Statement" which, depending on your statement cycle, will show up to 60 days of cleared checks.

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How do I print a copy of my check?

Right-click the check image and choose "Print Picture..."

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Unable to retrieve document from archive

Some businesses that you write checks to may now be using Draft Capture.  The business may treat your check like an electronic transaction, using the information on the check to debit your account directly instead of processing the check.  In this situation, the business may keep your check, or they may hand it back to you.  Your check would not be available on Online Banking because the paper check was not sent back to the bank.

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eStatements


What is an eStatement?

eStatement is an electronic statement.  It is an exact replica of a paper statement, except that it is available through Online Banking.  As soon as your statement is prepared, it appears on Online Banking.  It replaces the paper statement sent through the mail.

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How do I begin getting eStatements?

1.  You must be a current Online Banking customer.  If you're not a current Online Banking customer, learn more now.
 

 *Image Statement customers should contact us for more details.
 

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What if I have a joint account?  Can I still sign up?

Yes. Only one account from the combined statement need be listed.  If you receive a separate statement, then that account number would also have to be enrolledYou must be an account owner to receive these statements.

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Are eStatements available for businesses?

Yes, contact us for more details.

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How do I view eStatements?

Combined Statements.  Customers who prefer to see all of their accounts on one statement choose combined statements.  With eStatements, Online Banking will send an email to you when your statement has arrived instead of a statement via mail. Next, you can log into Online Banking, select your checking account, and a "Documents" button will be available. Clicking the "Documents" button will provide a list of sixteen (16) months of statements available for viewing.   All of your combined accounts will be on this eStatement.  (Some accounts may not be eligible for combined statements.) 

Any account that is on a combined statement will only be viewable through the primary checking account.

Separate Statements.  If you prefer to view a completely separate statement for each account, you will need to enroll each account separately.  Instead of receiving a statement via mail, Online Banking will send an email to you when your statement has arrived.

Log in to Online Banking to view the eStatement, then select the particular account you'd like to view.  Click the "Documents" button, and a list of the eStatements will appear.  Select the month you would like to view.

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How do eStatements compare with Previous Statements?

eStatements are an exact replica of the statement you had been receiving in the mail.  It is an account listing for the same period as the paper statement.  If you choose combined statements, then the eStatement will also include information on all your accounts. 

The "Previous Statement" provide links to view checks.  The "Previous Statement" link displays all the transactions that occurred since the last statement cycle. 

The Previous Statement for a Checking Account, for example, will provide the Date, Check Number, Description, Debit, Credit, and Balance for 30 days after the beginning of that statement.   

The eStatements will provide a Summary of Accounts, and your checks sequenced.  The time period will always begin from the balance last statement. Up to sixteen (16) months of eStatements will be  available.

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Can I print a copy?

Yes.  Use the print button available on your browser.  This printer friendly version will look exactly like the statement you had been receiving in the mail.

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How long will I be able to see this month's statement?

Your eStatement will remain on Online Banking for up to sixteen (16) months.

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Can I go back to see last month's statement after I get this month's?

Yes. Each of your eStatements will be listed separately and will remain available for up to sixteen (16) months.

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When I click on Documents, and then Account Statement, I receive the message "No Documents Are Currently Available For Viewing".

First, try again.  As with any page request over the internet, there is a chance that the server is busy.

If you are enrolled and continue receiving this message after the time when you normally would have received a statement, call 920-564-2336.  We will verify that the account you are trying to review has been enrolled. 

If you choose a combined statement so you can view all of your accounts in one click and a single print, then your eStatements will appear under the main checking account only.  All other accounts that had been requested to be on the Combined eStatement will receive the message "No Documents Are Currently Available For Viewing".

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Multifactor Authentication


What is Multifactor Authentication?

The Multifactor Authentication Solution provides you added safety by helping ensure that only you can access your bank account. Your secret picture and caption is a shared secret between you and the bank. When you see your secret image and caption you can be confident that you are at the legitimate bank web site, not an imposter site.

Make sure you see your secret image and caption before you enter your password! 

Authentication Image:
  Time flies
Password:

 

 In addition, the Multifactor Authentication solution remembers which computer(s) you normally use, preventing potential fraudsters from logging into your account even if they somehow get or guess your username and password.

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Why do I need Multifactor Authentication?

Multifactor Authentication is an enhanced security feature that helps protect you while you access your on-line account. On the Internet today, fraudsters attempt to steal your identity by im­personating the web sites you trust. We are committed to proactively protecting you, our customer, against such attacks. Multifactor Authentication helps us do this.

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How does it work?

How does it work? When you visit your branch office, you know our faces and we know yours. Multifactor Authentication does the same thing over the internet. It is a new method to identify us to you and you to us. When you enroll in Multifactor Authentication, you will select a secret picture and caption known only to you. Whenever you log-in we will show you this picture so you can be assured that you are accessing the real bank site and not an impostor site.

We also check the computer(s) or device(s) that you are using to access the web site. Typically you will access the web site from one or two computers, such as your work and home machine. Multifactor Authentication remembers your computer. Should you need to log-in from a different computer, such as an Internet cafe, we will take additional steps to verify your identity, such as ask you to provide the answer to secret questions we both know the answers to.

Multifactor Authentication remembers your computer by assigning a unique identifier to each computer you use to access our web site using standard secure cookies. The cookie is used to store the identification information only. No personal or private data is stored in any way.

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How is Multifactor Authentication more secure?

Multifactor Authentication protect you from accidentally revealing your username and password to a fake site. In addition, if someone does somehow get your username and password, he will still not be able to access your account because he is not at your registered computer.

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What keeps somebody from stealing my secret image?

We only show you your secret image and caption if you log-in from your own computer, or after you have answered a secret question. So, it is not possible for an unauthorized person to get access to your picture.

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Why am I being asked a question when I try to log-in?

We ask you a secret question when we detect that you are trying to log-in from a new computer. This is to prevent someone with stolen passwords from logging into your account. Since only you know the answer to the questions, we will know it's really you. Generally you will be asked to answer a secret question only when you log-in for the first time from a new computer. After you answer the question, you will be asked whether we should remember this computer for future log-ins. If you are using a personal computer, you should answer yes. If you are using a public terminal, you will want to answer no.

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Can I access my account from multiple computers?

Yes, you can still access your bank account from any number of computers. If you log-in from a new computer or a public terminal, you will just need to go through one extra step of answering a secret question. This helps protect you by keeping unauthorized people from accessing your valuable information. There is no limit on how many different computers you can use to log-in to your bank account.

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I am not an Internet expert. How easy is Multifactor Authentication to use?

Multifactor Authentication is extremely simple for anyone to use. You don't need to memorize anything new, just use the site as usual and look for your secret image and caption at log-in.

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I share my computer with someone who has their own bank account. Can both of us still log-in from this machine?

Yes, you can both use the same computer to log-in to your individual bank accounts. There is no limit on how many people can log-in into the bank web site from the same computer.

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What happens if someone steals my password? How will Multifactor Authentication keep them from accessing my account?

When someone tries to log-in using your stolen user name and password, we will recognize that they are logging in from a different computer, and ask them a secret question. Since only you know the answers to your secret questions, they will not be able to give a correct answer. They will not be able to log in.

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Can I change my secret image and caption?

Yes, you can change your secret image and caption at any time.  To make the change, go to the account maintenance link after you log in to your account.

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How do you know I am logging in from my own computer?

When you log-in for the first time from a new computer, we put a secure (encrypted) cookie on your computer. This cookie contains a randomly generated unique number that identifies your computer. The cookie is visible only to the bank web site and does not contain any of your personal information. When you log-in after that, your web browser sends us this cookie. This lets us know that this is your computer.

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What is Phishing?

Recently there have been attempts by fraudsters to trick people into revealing their personal information, such as passwords, by creating fake web sites that look very much like the sites of legitimate financial institutions. They send out emails randomly with links to these fake web sites. This phenomenon has been called Phishing, (pronounced "fishing").

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I am trying to log-in from my own computer, but the bank's web site is not showing me my secret image and caption. Instead, it is asking me a question. What is happening?

This might happen in rare cases if you have deleted all cookies on your computer. Before answering a secret question or entering your password, make sure that you are going to the legitimate bank web site. The easiest way to ensure this is by typing the URL of the bank (www.oostburgbank.com) directly into your web browser. Then, after you answer the security question, you should see your secret image and caption next to the password field. If your secret image and caption is there, you can be confident that you are at the legitimate web site and can enter your password.

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What is a Trojan or Key Logger?

Some fraudsters have been putting programs on random computers in order to harvest your user id and password information used to log-in to web sites. They collect this information and secretly transmit it to their own computers and attempt to log-in to your site. These are called Trojans (short for Trojan Horse) or Key Loggers (for logging your keystrokes).

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How does Multifactor Authentication protect me from a Trojan or Key Logger?

Once you have a secret image and caption and have registered your computer, even if a Fraudster steals your AccessID and Password, his computer will not be registered and he will not be able to log-in as you; thus, Multifactor Authentication protect your identity and your account.

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