ONLINE BANKING & BILL PAY FAQ’S
What can I do with Online Banking?
Online Banking is the quick, easy, secure and smart way to manage your money. With Online Banking, you can:
o Check your account balances and review your transactions
o Confirm which checks, deposits, withdrawals and ATM transactions have cleared
o Transfer funds between your eligible Goppert Financial Bank accounts
o Export your banking information to your personal financial management software, such as Quicken®
o Communicate with Goppert Financial Bank Customer Service via secure email
o Manage your accounts with alerts and email notifications
o Nickname your accounts
o Pay bills online: $5.95 per month with $0.55 for each transaction over 10 per bill pay cycle, per Username .
How do I enroll in Online Banking?
Simply visit www.goppertfb.com and click "Enroll Now" on the right side of your screen under Online Banking to move through the easy-to-follow enrollment process.
Can I use any Internet Service Provider?
Yes, you can access our site through almost any Internet Service Provider (ISP).
Do I need any special software for Online Banking?
No, as long as you have access to a computer with Internet access and a browser that supports 128-bit encryption.
What browsers does Online Banking support?
Customers can access Online Banking with the following browsers:
Internet Explorer® 7.0 or higher, Safari® 4.0 or higher, Chrome, Firefox® 3.6 or higher
Macintosh®: Safari®, Firefox® 3.6 or higher
Where can I review all of the details about Online Banking?
Just click here to review or print the Online Banking Terms and Conditions. These Terms and Conditions contain many details about our online services as well as information regarding important legal matters. If you would like a printed copy mailed to you, please contact Customer Service by calling 816-740-6400 or by sending a secure message from within Online Banking.
What if I have more questions or need additional assistance with my Online Banking?
Many of your questions can be answered by using the online "How Do I" feature. From within Online Banking, just click on the "How Do I" link on the corresponding page. You'll find information that's specific to the page you're viewing.
If you can't find the answer here, you can call Customer Service at 816-740-6400. This service is available: Monday through Friday 8:00 a.m. - 4:00 p.m. (CT). Or, you can ask your questions by sending a secure message from within Online Banking.
How do I choose a secure Username and Password?
For your protection, please keep in mind the following guidelines as you select a Username or Password for Online Banking through the Internet:
o Username Requirements: Your Username must be at least 6 characters, but not longer than 32. (It is required to have a mixture of both letters and numbers). It may not contain the following characters: @ < > ? ' ". It is not case sensitive.
o Password Requirements: Your Password must be a minimum of 8 characters and a maximum of 32 characters in length. It is case sensitive, and should contain a mixture of lower-case letters, upper-case letters, at least one number and at least one special character besides letters and numbers: _ - . , @ : ? ! ( ) $ /.
o Additional Password Recommendations: To increase the security of your Online Banking, your Password should not contain any letter or number repeated 3 or more times consecutively, such as AAA or 111. Also, it should not include any part of your name or initials or any four consecutive numbers of your social security number, phone number or address. We recommend that you do not use common words. Finally, do not write down your Password or share it with others.
How do I change my Password?
You may change your Password ID for Online Banking through Online Banking by clicking "Administration", "Change Password". You will be asked to verify your current Password and to select a new Password. As you select a new Password, please refer to the guidelines above.
What are the fees for Online Banking?
There are no fees for Online Banking.
When attempting to log in, I receive a message that cookies must be enabled. What do I need to do?
Web sites store information in a small text file on your computer called a cookie. When attempting to log in, if you receive a message that cookies must be enabled, and you have verified that cookies are enabled in your browser settings, please check to be sure that the date displayed on your computer is today's date. If the date is incorrect, please adjust your computer settings to correct the date, and attempt to log in again (Instructions on changing your computer settings can be found in your computer's Help file).
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Privacy and Security
What happens if I my login codes have been lost or stolen?
If you notify us of a loss, your liability for unauthorized transfers or payments will be as follows:
o If you contact us within two business days of the loss or your discovery of the loss, you can lose no more than $50.00 if someone used your Login Codes without your permission.
o If someone used your Login Codes without your permission, you could lose as much as $500 if you do not contact us within four business days after you learn of the loss and we can prove that we could have prevented the loss if you had contacted us.
o Also, if your monthly statement shows transfers or payments that you did not make and you do not contact us within 60 days after the statement was mailed to you, you may not get back any funds lost in the 60 days, if we can prove that your contacting us would have prevented those losses.
How does Goppert Financial Bank protect the security of my information?
Our service is highly secure, designed to fully safeguard the privacy and security of your financial information. Unlike normal Internet communication, all information sent to and from our processing center is encrypted and sent through a secure communications channel. Messages cannot be redirected, read, or tampered with. We also take advantage of the maximum level of security supported by your browser, including 128-bit RC4 encryption.
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My Account Information
How is my financial information protected?
Protecting the privacy and security of your confidential financial information is a top priority. Online Banking uses state-of-the-art security levels with end-to-end encryption. Like an ATM "PIN", your accounts are protected with a password which you should not write down or disclose to anyone. To gain a greater level of protection, we recommend changing your Password on a regular basis. Only you should know your private Password, so you can be confident that your data is secure. Your Password is NOT known to your Internet service provider or to Goppert Financial Bank. You can also be sure you're at our site by recognizing your PassMark and Phrase, which you choose yourself.
What kind of accounts can I view with Online Banking?
Online Banking provides access to your Goppert Financial Bank checking, savings, and money market accounts, certificates of deposit and Individual Retirement Accounts and personal loans.
Note: Only checking accounts are eligible for Online Bill Pay.
How frequently is my account information updated?
Your pending transactions are updated in real time. These include transactions made at a Goppert Financial Bank ATMs and in the teller line. Your account information ("Account Detail" and "Current Balance") is updated every business day from the transactions that have cleared your account the previous day. Your "Available Balance" is the portion of your balance that is immediately available for use.
How do I change my email or mailing address?
You may change your email address in the "Manage Contact Information" section of "Administration" inside of Online Banking. To change your mailing address, you will need to send a secure message from within Online Banking. Or visit any of our four local branches to update your contact information.
How do I get a copy of a check or statement?
To request copies of checks or statements, you will need to send a secure message from within Online Banking. Fees will apply. To view e-statements, login or enroll in Goppert Financial Bank Online Banking, then click on the E-Statements tab.
How do I sign up for E-Statements or change my statement option?
To enroll in the E-Statements service, login to Goppert Financial Bank Online Banking and click on the E-Statements tab to sign up. E-Statements are accessible anytime via the Online Banking portal.
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Are there limits to the types of transfers I can do with Online Banking?
You may transfer funds between your own Goppert Financial Bank personal checking, savings and money market accounts. No transfers are available on 2-signature accounts.
How much transaction history can I view online?
You can view up to 90 days of savings transaction history and 60 days of checking transaction history through Online Banking.
What time of day do transfers occur? When is the latest time I can change or cancel a transfer?
If you make an immediate transfer, it will happen immediately as long as it's before 6 p.m. CST. You may only change or cancel the transfer before it has been confirmed.
If you schedule a transfer to occur at a later date, the transfer will be made at 6 p.m. CST on the business day that is scheduled to happen. You may change or cancel a future scheduled transfer up to the cutoff time listed above.
Is there a way to save my account information to my computer?
You may export your transactions to a file, from the "Download Account Transactions" screen under the "Accounts" tab. Select the "Account", a "Time Period", the "Transaction" type and the "File Format Type". You may select Quicken, Quickbooks, Text (tab, comma or space delimited), BAI2, Excel or MSMoney. Then click the “Download Transactions” button to download the file to your computer. Must save file to Desktop and retrieve with other program.
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Online Bill Pay (Checking Account Required)
What is Online Bill Pay?
Goppert Financial Bank's Online Bill Pay is an Internet-based service that allows you to stay close to your money and pay your bills with ease - anytime, anywhere. With just a few clicks, Online Bill Pay lets you set up your bills to be paid, either once or on a recurring basis, to nearly any person or business in the United States. You may also receive bills electronically directly into your Online Bill Pay account. Imagine, no more hand writing checks, buying stamps, licking envelopes, or making trips to the post office.
I'm new to Online Banking, how do I enroll in Online Bill Pay?
If you've yet to activate any of our Online Services, you must first activate Online Banking. Once enrolled in the Online Banking service, simply send us a secure message through the Message Center by clicking "Requests & Messages" under the Customer Service tab and clicking on "Enroll in Bill Pay" in the left menu. A confirmation or notification of problems with your Bill Pay enrollment will be sent to this Message Center within 2 business days.
Whom can I pay using Online Bill Pay?
You can pay almost anyone in the United States, from your long distance phone company to the babysitter.
Who has access to my bill pay and funding account?
You are the only person who can authorize payments to be issued against your account. Our representatives only access your account information on a need-to-know basis, and only with your approval.
From what types of accounts may I make payments?
Payments can be made from any personal Goppert Financial Bank checking account.
Can I pay a person or business if I don’t have an account number?
Yes, you don’t need an account number to make a payment.
Can I pay bills with my credit card?
Currently, we don’t issue payments from a credit card.
When is the money withdrawn from my account for the bills that I pay online?
The date that money is withdrawn from your account varies based on the payment method. If a paper draft is used, the money will be withdrawn when the check clears. If an electronic method is used, the money will be withdrawn on the due date.
How long does it take for a payment to reach the recipient?
In many cases, your payment can be posted the next day, however, some payments may take up to five business days to reach their destination and be processed. It is usually two business days to pay electronically and five business days to pay with paper check. The Calendar icon will show you the first available pay-date for your payment.
When can I schedule a payment?
You may schedule a payment up to 360 days in advance. The Calendar icon in Online Bill Pay shows the earliest available payment date for that biller.
Can I cancel a payment?
Yes, you can cancel a payment up to the day before the payment is issued. Just click the “Cancel” link in the Pending Payments section on the Make Payments page.
Who authorizes payments?
Only you can authorize payments. You have complete control over whom you are issuing a payment to, the exact payment amount, when the payment should be sent or whether to pay the bill at all. If you have a flat fee or recurring bill that you would like to have paid each month, you can set it to pay automatically.
Can I access my Online Bill Pay from any computer?
Yes, if you activated Online Banking through the Internet. As long as you have access to a computer with Internet access and a browser that supports 128-bit encryption, you may use Online Bill Pay no matter where you are.
How much Online Bill Pay history can I view online?
Up to twelve months of bill payment history is available for viewing online, depending on the current date and your statement cycle date. For information more than six months old, please: Call our Customer Care Center at 816-740-6400.
What are E-Bills and how do they work?
With Online Bill Pay you can receive your bills electronically from participating billers, review them online (or print them), and then schedule payments at a future date, all in one online session.
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Enhanced Security Program
Why am I being asked to set up security questions?
Your security questions help us verify your identity.
Will the system automatically remember my computer?
No, you can ask us to remember the computer you're using.
I use Online Banking from home and work. Can you remember two different computers?
Yes - you can ask us to remember computers that you regularly use. For your security, these should not be public computers - for example, the computers at the public library.
Will I have to answer all three questions every time I am challenged?
No, you can just answer one. We ask you to provide answers to three questions so that we can present you with different questions at different times.
Will you always ask the same question first?
No, we'll choose randomly among your three questions.
What if I don't recognize the Personal Security Image that's shown on my screen?
Do not enter your password - call us at 816-740-6400.
What if I can't remember my PassMark Image or Phrase?
You'll see a link that says "Incorrect/Forgotten Personal Security Image". Just click on this link, and you'll be directed to give us a call.
How do I choose a PassMark Image?
On the activation screen, you'll see an image with a link below it that says "Choose a different image." Just click there to see more choices. You can either select a different image from that category, or choose a different category - you'll see a dropdown box with the categories. Or you can upload your own personal image.
Once I choose a PassMark Image, can it ever be changed?
Yes, you may change it at any time, as often as you like, simply by clicking "Passmark" under the "Administration" tab.
Can I also change my Security Questions and answers?
Yes, these options are available under the "Administration" tab.
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How do I contact Goppert Financial to find out more about Online Banking or if I have a question about my account?
If you would like additional information or assistance, please: Call Customer Service at 816-740-6400.
If you are an Online Banking customer, log in to send a secure email, which may include your Social Security Number or account number.
What if I need help with my Online Banking service?
Contact Customer Service by calling 816-740-6400 or by sending a secure message from within Online Banking. Password resets are available during normal business hours by calling 816-740-6400, you may need to come into your nearest Goppert Financial Bank branch in some cases.
How can I get a paper copy of the Online Banking Terms and Conditions?
You may print the Terms and Conditions from our Web site or contact Customer Service by calling 816-740-6400 or by sending a secure message from within Online Banking.
What do I do if I have forgotten my Password?
If you have forgotten your Password, click on "Forgot Your Password." You will then be asked to confirm your personal identifiable information that we have on file. Please provide the information that is requested and click "Continue." Once the information is verified, you will be given the opportunity to choose a new Password.
What are your Customer Service Hours?
You may call Customer Service at 816-740-6400 Monday through Friday 8:00 a.m. - 4:00 p.m. (Central Time). Or you may always send a secure message from within Online Banking and a Customer Service Representative will respond your question as soon as possible.
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