Frequently Asked Questions

(Version HB Jul 2013)

Getting Started Online Banking Guide

Online Banking Enrollment

  1. How do I enroll in Online Banking?
  2. What do I need to bank online using Online Banking and am I eligible?
  3. I don't have an ATM or debit card, what else can I do to enroll?

Online Banking PLUS

  1. How do I enroll for Online Banking PLUS?
  2. Is there a fee for Online Banking PLUS?
  3. Why would I enroll for Online Banking PLUS when I'm happy with Online Banking?
  4. What is a Secure Access Card?
  5. How do I get a Secure Access Card?
  6. Can I get a Secure Access Card if I don't have Online Banking PLUS?
  7. What do I do if I lose my Secure Access Card?

Using Online Banking

  1. What options are available with Online Banking?
  2. Can I view all of my Hancock Bank accounts with Online Banking?
  3. Can I hide certain accounts from display in Online Banking?
  4. One of my accounts does not appear on Online Banking. What should I do?
  5. How frequently is my Hancock Bank account information updated within Online Banking?
  6. For a Hancock Bank deposit account, what is the "Available Balance"?
  7. Can I transfer funds from my line of credit (LOC) accounts?
  8. I transferred money using Online Banking, but I don't see the transferred amount reflected on my accounts. Why?
  9. Can I stop or modify my request to transfer funds?
  10. What if I don't sign on to Online Banking on a regular basis?
  11. Will Online Banking be available even if we're hit by a disaster?
  12. When I log in to Online Banking there is a message that states, "Pending activity is not available at this time.
    The available balance shown may not reflect all account activity." What does this mean?

Online Banking Security

  1. Is my online communication with Hancock Bank secure?
  2. How do I change my User ID or password?
  3. I forgot my User ID or password. What should I do?
  4. At sign-on, I get an error message stating "The validation information entered is invalid. Please verify and re-enter."Why?"
  5. Why do I receive an error stating "Your interactive session is no longer active"?

Mobile Banking

Click here for a list of Mobile Banking FAQs.

Bill Pay

  1. Is Bill Pay available to everyone?
  2. How do I sign up for Bill Pay?
  3. How does 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 Bill Pay transactions?
  6. What happens to my Bill Payment check if I don't have enough money in my account to cover my 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?

Online Statements

  1. How do I enroll in Online Statements?
  2. Are Online Statements available for all of my accounts?
  3. Will I still receive inserts and disclosures with my Online Statement?
  4. When will my first Online Statement be available?
  5. How will I know my Online Statement is available?
  6. If my e-mail address changes, how do I notify Hancock Bank?
  7. Can I cancel the e-mail statement notification?
  8. How do I view my Online Statement?
  9. How many statements can I access through Online Statements?
  10. I currently receive check images with my statements; will these be included in my Online Statement?
  11. How do I save my Online Statement?

More questions? Contact us.

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Online Banking Enrollment

Q: How do I enroll in Online Banking?

A:

Enrolling in Online Banking is a simple process that takes only a few minutes. If you have an ATM or Visa checkcard, Enroll and complete the enrollment pages that follow.

First, you'll be prompted for your ATM or Visa checkcard number, one of your checking or savings account numbers and your Social Security Number. This information tells us who you are and which accounts are yours.

Next, you'll be asked for information related to the account that you just entered (for example: "What was your last deposit amount?"). This additional step helps us confirm that you are the person who owns this account.

Finally, you'll be asked to select a User ID and password.

If you don't have an ATM or Visa checkcard, you can still register for Online Banking. Find out how.

Q: What do I need to banking online using Online Banking and am I eligible?

A:

To take advantage of Online Banking, you must use a 128-bit encrypted browser and enroll in the service

There are two ways to enroll, one for customers who have ATM or Visa checkcards and one for customers who do not.  Either way the process is quick and simple. 

Note:  A customer cannot enroll using a Hancock Bank Credit Card.

Q: I don't have an ATM or Visa checkcard, what else can I do to enroll?

A:

You can enroll in Online Banking even if you don't have an ATM or Visa checkcard; just visit one of our local branches or call customer service. A friendly Hancock Bank representative will assist you.

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Online Banking PLUS

Q: How do I enroll for Online Banking PLUS?

A:

You can send an enrollment request from your Online Banking Preferences or you can call Customer Service.

Once enrolled in Online Banking PLUS:

  • Sign-on to Online Banking
  • Mouse over Online Banking Preferences
  • Select Online Banking Plans
  • Updated Billing account
  • Select Online Banking PLUS
  • Read and agree to Terms and Conditions
  • Click Change Plan

You will be contacted by a Hancock Bank Representative within one (1) business day to complete the process.

Q: Is there a fee for Online Banking PLUS?

A:

There is a monthly fee for the service. However, it is included as part of the suite of services with certain eligible accounts. Click here for a comparison of benefits and fees associated with the service.

Q: Why would I enroll for Online Banking PLUS when I'm happy with Online Banking?

A:

Online Banking PLUS offers several benefits:

  • Special pricing on External Transfers
  • No additional charge for Bill Pay
  • Optional enhanced security at log in using a Secure Access Card
Q: What is a Secure Access Card?

A:

A Secure Access Card (credit-card size) offers enhanced security by containing unique grid values which will be asked of you at each login. Only with this card will you be able to log in to your Online Banking profile. Secure Access Cards replace OnGuard security questions for Online Banking PLUS users.

Q: How do I get a Secure Access Card?

A:

Simply call customer service and select the Online Banking option. A Hancock Bank representative will take the appropriate information and mail the card to you. A temporary PIN will be assigned for you to use until you receive the card.

Q: Can I get a Secure Access Card if I don't have Online Banking PLUS?

A:

No. This is an enhancement only available to Online Banking PLUS users.

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

A:

Your information is still secure and is not accessible by anyone unless they know your login ID and password (login information is not printed on the card). If your card is lost, call Customer Service to have a new* Secure Access Card assigned to you. You will be provided with a temporary PIN to use for login until your new card arrives.

*There is a fee for replacement of Secure Access Cards—call Customer Service for more details.

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Using Online Banking

Q: What options are available with Online Banking?

A:

Within Online Banking, you have access to the following services:

  • 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®.

  • 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.

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

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

A:

Online Banking displays both your deposit and loan accounts. You'll be able to see any account for which you are the sole owner, joint owner or authorized signer. (Note: You cannot access business accounts within personal Online Banking. If you would like to access your personal and business accounts online, you will need to enroll in Business Online Banking. Find out how.)

Q: Can I hide certain accounts from display Online Banking?

A:

You may choose to hide an account from display in Online Banking. To hide an account from view, select Online Banking Preferences, Nicknames, then check the box for the account(s) you would like to hide.

Q: One of my accounts does not appear on Online Banking. What should I do?

A:

First check to see if the missing account has been "hidden" from view by selecting Online Banking Preferences, Nicknames. If you see the account you're looking for, uncheck the box under Hide Account and click save. Now click Account Information. Your account should now be visible in your Account Summary.

If that does not solve the problem, then you may have a block on the missing account. Please call customer service for assistance.

Q: How frequently is my Hancock Bank account information updated within 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: Can I transfer funds from my line of credit (LOC) accounts?

A:

Yes. Transfers from LOC accounts are subject to the following restrictions:

  • You may transfer funds from your Preferred LOC, Home Equity LOC, and Handyline.

  • Transfers cannot be recurring or scheduled to occur in the future.

  • Cross-bank transfers are not permitted.

  • There is a daily limit of 3 transfers per day.

  • You can transfer up to the following daily limits:

    o Home Equity LOC - $10,000
    o Handyline LOC - $2,500
    o Preferred LOC - $2,500
      

Q: I transferred money using 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 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, these 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.

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

Q: What if I don't sign on to 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 as well as any scheduled transfers will be cancelled. Please contact Customer Service if you experience any difficulty in accessing Online Banking or Bill Pay due to inactivity.

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

A:

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

Q: When I log in to Online Banking there is a message that states, "Pending activity is not available at this time. The available balance shown may not reflect all account activity." What does this mean?

A:

This message will display during certain processing windows. Available balance and account activity will be updated after processing. If this happens, try again later or contact Customer Service.

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Online Banking Security

Q: Is my online communication with Hancock Bank secure?

A:

Yes. The security of online activity with the 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, multi-factor authentication, separate transfer passwords, Trusteer's Rapport software 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 browser (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.

The Online Banking system 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 personal 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.

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

A:

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

Q: I forgot my User ID or password. What should I do?

A:

If you have forgotten your User ID, you must contact our customer service department.

If you have forgotten your password, 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 "Online Banking Preferences - Security Info").

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. Please note that passwords are case sensitive.

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 again to Online Banking to reopen your online session.

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Bill Pay

Q: Is Bill Pay available to everyone?

A:

Bill Pay is available to Hancock Bank customers who have a personal checking account AND are enrolled for Personal Online Banking. Bill Pay is free for eligible checking accounts, accounts enrolled in Online Banking PLUS or if your designated billing account is enrolled in Online Statements and has an active Visa® debit card.

Q: How do I sign up for Bill Pay?

A:

If you are not an Online Banking customer, you'll need to start by enrolling in Online Banking.

Signing up for Bill Pay is fast and easy; all you need is a personal checking account with Hancock Bank and an active Online Banking profile. Simply sign on to Online Banking and select the "Bill Pay" tab. If you're not already enrolled as an Bill Pay customer, you will be presented with an 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 primary checking account that will be used to process Bill Pay transactions. The monthly Bill Pay fee, if applicable, will also be deducted from this account. Keep in mind that you can avoid paying any fee for Bill Pay by enrolling the account in Online Statements and ordering a Visa® debit card, upgrading to Online Banking PLUS or to an eligible checking account.

Q: How does Bill Pay work?

A:

Bill Pay creates a profile of all your eligible personal checking accounts when you enroll and allows you to select from any of your eligible checking 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 arrived 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 Online Banking & Bill Pay customer service and a representative will immediately begin researching the situation. Issues are often resolved quickly with late fees reversed in many cases. 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 and Conditions for the Bill Pay Service for more detail pertaining to payment disputes.

Q: When are funds taken from my account to complete my 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 have selected. 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 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 Services 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 our 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.

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Online Statements

Q: How do I enroll in Online Statements?

A:

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

Log on to 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.

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

A:

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

Q: Will I still receive inserts and disclosures with my Online Statement?

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 Online Banking and select the Online Statements tab. Then click on the "view inserts" link at the bottom of the page after selecting to View Statements. 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.

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 will I know my Online Statement is available?

A:

Each time a new statement is available, you will receive an email notification at the e-mail address on file. 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. Joint owners who also have a separate Online Banking profile, and are enrolled in Online Statements, will also receive notification via e-mail when the statement is ready.

Q: If my e-mail address changes, how do I notify Hancock Bank?

A:

You may update your e-mail address by logging on to Online Banking.  Mouse-over Preferences. Select Security Info, enter your new e-mail address and click Save.

You may also update your e-mail address by contacting Customer Service.

Q: Can I cancel the e-mail statement notification?

A:

No, the e-mail notification is sent for your security and protection and is not optional.

Q: How do I view my Online Statement?

A:

To view your Online Statement, log on to Online Banking and select the Online Statements tab. Select view statement to the right of the the account for which you would like to view. A list of the available statements for this account will appear.  Select the statement you would like to view.  The statement 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 System Requirements page to get started with this download.

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

A:

You will begin building up to 7 years of history when you enroll an account in Online Statements.

Q: I currently receive check images with my statements; will these be included 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.

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