FAQ

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Frequently Asked Questions (FAQ)

E-Statements

Are E-Statements safe and secure?

Definitely! You have to sign into your online banking account to download your statement. Online banking provides an extremely high level of encryption for your protection. You don’t have to worry about someone looking through you mail.

Do I have to have internet banking to receive an e-statement?

Yes! We offer this service through internet banking so that you can control when the statement is downloaded. You can also control who looks at the statement as well. Your privacy and security is our primary goal.

How will I sign up?

You will be asked if you want to sign up when you sign into online banking. If you answered NO when asked, you can reinitiate the process inside of the account options area.

What format are the statements in?

They are provided in Portable Document Format or PDF for short. This document format will allow you to either save a copy on your computer, or print it off on your personal printer.

What if I forget to download my statement?

No problem! We keep the past eighteen months available for you to download.

Why would I want an e-statement?

E-Statements are not right for everyone, but they are an option that should be strongly considered. This option provides an extra layer of security to keep your private information private. They are also a good option for those wanting to GO GREEN to save the environment.

Online Banking

Can I access my account information through online banking at any time of the day?

Once you have signed up for online banking, you can access your account information any time, day or night, wherever you have an Internet connection.

Can I change my password?

You can change your password at any time. After you Log On, select Options from the menu. You will prompted to enter your old password and select a new password. The new password will be required the next time you log on. Please memorize your new password or save it in a safe place. Your new online banking password will not affect your password for telephone banking. Bank recommends that you change your password periodically. To keep your information secure, you should not reveal your password to anyone, including Bank employees. If you feel your password has been compromised, you should change it immediately and contact us.

Can I contact a Customer Service Representative about online banking?

Yes, simply click contact us. Online Customer Service can be reached at (903) 843-4130. Our representatives are available to help you Monday through Friday from 8:30 a.m. to 3:00 p.m. All times are Central time.

Can I use my online banking access ID and password for telephone banking?

The access ID and password that you select for online banking is set up to protect your information on the Internet. You cannot use your online banking password to access telephone banking. You can continue to access these services with the password you have been using all along.

Does online banking work with all browsers?

Because of the high security standard imposed online banking may not work with all browsers. The Bank requires that your browser support 128-bit encryption in order to access the online banking system. Of the browsers that offer 128-bit encryption, the following browsers are those approved for use with online banking:

For Windows 95, Windows 98, and Windows NT 4.0:
Netscape Communicator 4.5 or higher with 128-bit encryption
Microsoft Internet Explorer 4.0 or higher with 128-bit encryption

For Macintosh ®:
Netscape Communicator® 4.5 or higher with 128-bit encryption
Microsoft Internet Explorer® 4.0 or higher with 128-bit encryption

Netscape Comunicator and Netscape Navigator are trademarks of Netscape Communications Corporation in the United States and/or other countries. Microsoft and Windows are either trademarks or registered trademarks of Microsoft Corporation in the United States and/or other countries. Macintosh is a registered trademark of the Apple Corporation.

If you do not have one of these browsers, we strongly recommend that you upgrade your browser.

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How can I contact the Bank?

You can contact the Bank in a number of ways by selecting contact us.

How do I access my account information online?

For security purposes, online banking requires you to enter three access codes: your access ID and password, and a multifactor challenge question. You will be asked for three Questions/Answers during the enrollment process. You will be prompted for one of these questions if you change computers, or if you sign on to a public computer.

How do I add my other accounts to the online banking access?

If you have additional eligible personal accounts that do not show when you access online banking contact us.

How do I know I have the right browser?

We’ll tell you if you do not have the right browser when you begin to Sign Up or Log On to our online banking system. If you are able to access online banking, you have the right browser.

How does my password work?

The password you select for online banking is alphanumeric and is case sensitive. Your password is a minimum of six characters and a maximum of 15 characters and must contain at least one number and at least one lower case character. Special characters and blank spaces are not allowed.

How else can I simplify my banking?

With Direct Deposit and the VISA Check card offered by all our banks! With Direct Deposit, your funds are deposited without you ever having to go to the bank. At all of our banking locations VISA Check card takes your ATM card to the next level, giving you full ATM access and allowing you to make purchases wherever VISA is accepted. No more having to write a check. It’s simple, fast and convenient.

How long does it take before I can use online banking?

If you have an eligible First National Bank, Security State Bank, Wood County National Bank, or Texas American Bank personal account, you can Sign Up Now for online banking. You will be able to access many of your accounts immediately.

How long does it take to sign up?

Signing up for online banking is easy and only takes 2-3 minutes for you to have immediate access to information for many of your accounts.

I am having trouble logging on with my access ID and password. What do I do?

If you forget your access ID or password when trying to log on or are having other difficulties, contact us. Our customer Service Representative will verify that you are the owner of your accounts and assist you with gaining access to online banking. Please call us when you are having trouble accessing your account. To protect our customers information, we are not allowed to reset passwords through email. Please call 844/4MY-BANK during business hours for assistance.

I forgot my password. What do I do?

If you can’t remember your password and want to use online banking, please contact us.

I want to be able to easily return to the Bank’s website. How do I add this site to my “bookmarks”?

Adding the Bank site to your bookmark list is easy. In Netscape, click on the menu item “Bookmarks” and then choose the option “Add Bookmark.” No confirmation is necessary. The Bank page should now appear in your Bookmarks list. In Internet Explorer, the process is similar to Netscape. Click on the menu item “Favorites.” Choose the option “Add to Favorites” and then click “OK” in the confirmation box. The Bank page should now appear in your list of Favorites. Most versions of America Online support the “Favorite Places” option. While you are on the page you wish to bookmark, look for a red heart icon in the top right area of the title bar of the AOL browser. Click on the red heart icon. You can confirm that the site was added to your list of Favorite Places by clicking on the red heart icon on the AOL toolbar at the top. The Bank site should be listed as a Favorite Places option.

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Is there a charge for using Internet Banking?

No, the Service is free. Just another way we’re working to make banking more convenient for you.

My online banking looks different than it used to. Why is that?

We updated our site to provide a modern look and feel for our customers.

What are cookies and how are they used for online banking?

A cookie is information sent from a web site to a visitor’s computer while he or she is visiting the site. Our online banking system requires that your browser accept per-session cookies. Per-session cookies are frequently used by Active Server Pages (ASP) running on Microsoft Internet Information Server (IIS). These cookies store session information as the user navigates to multiple ASP pages in a Website. In fact, virtually any Website using ASPs requires session cookies. If sites didn’t use session cookies, a “session” could not exist. The net result would be that a user would have to “log in” on every page (i.e. enter user code and password on every page).

Per-session cookies are cached (in memory) only while you are visiting the online banking system. They are deleted from the cache when you close the browser. These cookies only contain information that identifies a session that has been established by the online banking system. The session cookie does not contain any customer information. Again, these cookies are removed from your computer when you log off or have not accessed your account information after a period of inactivity (usually 10 minutes). If your browser does not accept cookies, refer to your browser manual or help text to assist you in changing the settings on your browser.

What do I need to sign up for online banking?

You may access online banking any time day or night through our Web Sites, on the Online Banking page. There is no need to install software, download programs, maintain or upgrade any applications. It’s easy to use and takes full advantage of the online security. To sign up, you will need the following: access to the Internet (before you begin to sign up for online banking) and a supported web browser. For more information on encryption and browsers please check our Security and Browser FAQ’s.

What is JavaScript and how is it used for Online Banking?

JavaScript is a programming language the Bank uses to edit and perform other functions within your browser rather than waiting for information to be sent to a Bank server to process. Our online banking uses JavaScript to edit some of the information that you enter so that we can be sure it is correct before processing it. We also use JavaScript to present information on your browser to assist you in obtaining more information about features and in navigating through the online banking system. If your browser does not have scripting enabled, refer to your browser manual or help text to assist you in changing the settings on your browser.

If you are attempting to log on from work, please note that not all businesses make their computer systems available to employees to perform private functions. Please check with your employer to determine whether such access is permitted from your workplace. Also, some corporate networks may not allow the use of cookies or JavaScript, which are required for online banking access. You will need to contact the System Administrator or help desk that supports your computer for assistance.

What is online banking?

Online banking is an Internet Banking service that can save you time and money.

  • Want to transfer money to your checking account?
  • Need to verify an account balance?
  • Wondering if your direct deposit has posted yet?
  • Want to get your bank statement online?
  • Want to pay bills online?

Save yourself a trip to the bank – the answers are available at your fingertips! With online banking all of this information, and more, is available each time you log on. Online banking provides you with a secure connection to your bank, giving you access to all of your accounts 24 hours a day, 7 days a week (with the exception of scheduled maintenance hours) from any PC with an Internet connection.

When do I use the “Back” and “Forward” buttons?

The “Back” and “Forward” buttons found on most browsers are a quick and easy way to re-visit pages you’ve already viewed during your current Internet session. Your browser “remembers” where you have been during your current session and tries to keep that information ready to access again. Selecting “Back” allows you to go back one page at a time to view the pages you’ve already seen during your current session. Once you have moved back in your current session, selecting “Forward” allows you to advance ahead one page at a time to the page you were viewing when you started to go back.

When do I use the “Reload” or “Refresh” buttons?

Because the Internet is vast, your connection might actually be passing through a number of points before reaching us. Occasionally, your connection could be slowed. Clicking “Reload” or “Refresh” will open a new connection, which could improve your speed. You can also use the “Reload” or “Refresh” button if you believe the page you are requesting is incomplete.

When I attempt to sign on to online banking, I receive an error message informing me that my password is incorrect. What should I do?

The password is case sensitive. Make sure that you are typing your password as you did when it was created, making sure to include any lower case or upper case letters. Make sure you are using the correct password and try again. If you can’t remember your password and want to use online banking, please contact us.

When I leave my computer alone for a few minutes, Online Banking makes me log in again. Why?

This is done for your protection. It keeps people from going behind you and viewing your private information. It is also required by our examiners to protect our customers.

When I logon to Online Banking from a different computer, why do I have to answer my questions?

This is an added layer of protection to keep your private information private. Our goal is to make our site a safe and secure place for our customers.

Where do I find help in using Internet Banking?

After you are logged on to Internet Banking, use the Help button to answer questions concerning account detail, transactions, transfers, bill payments, etc.

Which browsers can I use to access Internet Banking?

Any browser, including versions of America Online 4.0 or higher (for Windows 95), Netscape Navigator 4.0 or higher, or Internet Explorer 4.x or higher with 128-bit encryption will allow you to access the Internet Banking site.

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Which types of accounts can I access using online banking?

You can review your linked personal checking, savings, certificates of deposit, IRAs, consumer loans and mortgage accounts for which you are an authorized signer. You can also use the Transaction function to review account transaction history. In addition, you can transfer funds between any of your linked accounts, and Bill Payment services are available through your personal checking accounts. You can also receive your bank statement through this means as well. If you have additional personal accounts that do not show when you access online banking contact us.

Why can’t I use the navigation buttons on my browser in Online Banking?

This is for your protection! Best practice guidelines suggest that the navigation buttons be deactivated in secure sites so that people will not use a computer after someone who has signed into a site like our Online Banking site.

Why do my transactions print wrong on the page?

On the transaction page, you will see a printer icon. Click on this to get printouts of your transactions. They look great!

Why it is important to select “Exit” when I finish using online banking or when I walk away from my computer?

JavaScript is a programming language the Bank uses to edit and perform other functions within your browser rather than waiting for information to be sent to a Bank server to process. Online banking uses JavaScript to edit some of the information that you enter so that we can be sure it is correct before processing it. We also use JavaScript to present information on your browser to assist you in obtaining more information about features and in navigating through online banking. If your browser does not have scripting enabled, refer to your browser manual or help text to assist you in changing the settings on your browser.

If you are attempting to log on from work, please note that not all businesses make their computer systems available to employees to perform private functions. Please check with your employer to determine whether such access is permitted from your workplace. Also, some corporate networks may not allow the use of cookies or JavaScript, which are required for online banking access. You will need to contact the System Administrator or help desk that supports your computer for assistance.

Why is it important to select “Exit” when I finish using Internet Banking or when I walk away from my computer?
Once you have logged on to our online banking system, you have begun an “active session.” If you walk away during the course of an active session, someone else can use your computer to perform transactions involving your accounts. It is similar to walking away from an ATM while your card is still in the machine. For your security, your online banking will automatically end your active session if there is no activity on your computer for about 10 minutes. However, to eliminate any exposure, it is always better for you to end the active session by selecting “Exit.”

Telephone Banking

Can I change my access ID?

No. Once you select your access ID, it is unique to you and cannot be changed.

Can I change my password?

You can change your password at any time. After you Log On, select Options from the menu. You will prompted to enter your old password and select a new password. The new password will be required the next time you log on. Please memorize your new password or save it in a safe place. Your new online banking password will not affect your password for telephone banking. Bank recommends that you change your password periodically. To keep your information secure, you should not reveal your password to anyone, including Bank employees. If you feel your password has been compromised, you should change it immediately and contact us.

Can I stop or modify my request to transfer funds?

Yes. At any time before you reach the “Transfer Funds Confirmation” screen you can modify or cancel your funds transfer request. However, after you complete a funds transfer transaction and receive a confirmation number, you cannot stop the transfer from occurring. At that point, if you change your mind about the transfer, simply make a new transfer to move the funds back to the appropriate accounts.

Can I use my online banking access ID and password for telephone banking?

The access ID and password that you select for online banking is set up to protect your information on the Internet. You cannot use your online banking password to access telephone banking. You can continue to access these services with the password you have been using all along.

For a linked deposit account, what is the “Current Balance”?

The “Current Balance” is, generally speaking, the amount of your balance that is accessible to you right now. today for payment, automatic payments scheduled today, funds transferred, debit card or ATM transactions or any holds placed on funds during the current business day. Please note that balance information does not reflect outstanding checks, and may not reflect recent bill payments. In most cases, items will show on your account as they are presented for payment. Balances may also be subject to a hold (which will not necessarily be evident from the Online Services, but about which you would have received written notice).

For a Transaction History, what period is covered by the “Current Business Day”?

“Current Business Day” includes transactions performed since the Cutoff Time of The Bank’s last business day. Business Day means Monday through Friday, excluding Bank holidays; “Cutoff Time” means 3:00 p.m. Central Time on any Business Day.

I currently use the Bank’s Telephone Banking service. Can I sign up for Online Banking and still use the telephone to access my accounts?

Yes. You will be able to use both products to access your accounts whenever and wherever it is most convenient for you.

I deposited $100 today at one of the branches. Why isn’t it part of my Current Balance?

Unless it is cash that is not deposited via an ATM transaction, a deposit made today will not show up in your Current Balance. Once the transaction has been processed, the funds will show up in the Current Balance.

I don’t have the right browser. How can I upgrade my browser?

Both Microsoft and Netscape have browsers that meet First National’s 128-bit encryption requirements. You can upgrade your browser now by using the Microsoft and Netscape links that we provide for you. Currently, the most recent versions of Netscape Communicator and Microsoft Internet Explorer are available for free download via the Internet.

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What details will I find in Transaction function? Who can I call if I have a question?

When you select a Transaction function, you can review details about each transaction for that account. Details include the date, amount and description of the transaction. If you have any questions, please contact us.

What do I need to know each time I want to view or access my accounts?

Once you sign up, all you need is your access ID and password to view or access your accounts. If you access your information from a different computer, you will need to know the answer to the challenge question you are asked during the logon process.

What is the Transaction History function?

Transaction history allows you to review transactions posted to your linked checking, savings and loan accounts. You can review all transactions posted to your deposit accounts since your last statement or up to one month prior to your last statement. It includes transactions performed since the end of the Bank’s last business day. You can review all transactions posted to your linked loan account for the life of the loan. Simply select the time period to review transactions on the Transaction function selection page. Please note, however, that the transaction history, as reflected on-line, does not necessarily represent the order in which transactions have been posted against your account. For example, the listing of checks that the transaction history reflects as having been presented against your account on a certain day does not reflect the order in which those checks have been posted – and paid – by the Bank.

When are transfers posted to my account?

Transfers are posted to your accounts and reflected in your Current Balance on the Transaction Date which is (assuming it’s a Business Day and the transfer request was timely received) the day that you designate for the transfer to occur.

When I attempt to sign on to Internet Banking, I receive an error message informing me that my access ID is incorrect. What should I do?

You could have inadvertently entered the access ID incorrectly. Remember your access ID and password are case sensitive. Check your access ID and try again. If you are certain you entered the correct access ID, contact us.

Who can access my account information over the Internet?

As a customer, you must enter your access ID and password that should be known only to you. Unless you have compromised your password by revealing it to someone else, you are the only one who can access your account information using Internet Banking.

Why can’t I see my spouse’s account?

Your Access ID and password allows you access to the accounts for which you are an owner or signer. If you are not able to view an account that you believe you should be able to seecontact us during normal Customer Service hours. If you are not an owner or signer on an account, you will not be given access to that account. For example, if your spouse holds an account in his or her own name, you will not be able to view it in your household accounts.

Security

Does online banking work with all browsers?

Because of the high security standard imposed online banking may not work with all browsers. The Bank requires that your browser support 128-bit encryption in order to access the online banking system. Of the browsers that offer 128-bit encryption, the following browsers are those approved for use with online banking:

For Windows 95, Windows 98, and Windows NT 4.0:
Netscape Communicator 4.5 or higher with 128-bit encryption
Microsoft Internet Explorer 4.0 or higher with 128-bit encryption

For Macintosh ®:
Netscape Communicator® 4.5 or higher with 128-bit encryption
Microsoft Internet Explorer® 4.0 or higher with 128-bit encryption

Netscape Comunicator and Netscape Navigator are trademarks of Netscape Communications Corporation in the United States and/or other countries. Microsoft and Windows are either trademarks or registered trademarks of Microsoft Corporation in the United States and/or other countries. Macintosh is a registered trademark of the Apple Corporation.

If you do not have one of these browsers, we strongly recommend that you upgrade your browser.

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How do I know I have the right browser?

We’ll tell you if you do not have the right browser when you begin to Sign Up or Log On to our online banking system. If you are able to access online banking, you have the right browser.

How do I know when my information is encrypted?

Your browser will display a closed lock or completed picture of a key on the bottom of your screen whenever your information is encrypted. Your address bar will also turn green and you will be able to see the name of the certificate in the top of your browser.

I don’t have the right browser. How can I upgrade my browser?

Both Microsoft and Netscape have browsers that meet First National’s 128-bit encryption requirements. You can upgrade your browser now by using the Microsoft and Netscape links that we provide for you. Currently, the most recent versions of Netscape Communicator and Microsoft Internet Explorer are available for free download via the Internet.

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Is my on-line communication with the Bank secure?

Yes. Security is one of the most important issues we faced in making this service available to our customers. We have taken strong measures to ensure that your information remains confidential. 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 across the Internet. The method of communication is called SSL, or Secure Socket Layer. We require the use of a 128-bit encryption secure browser before a connection can be made to the transaction system. 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 specifically designed to keep out unauthorized users. We ask that you do not email us your account information. We will never ask you for your passwords for internet banking. Please do not hesitate in asking us if you can call us back to ensure you are talking to the bank.

What about e-mail?

Standard e-mail is NOT secure. E-mail does not travel over the Internet through the same secure connections as secure forms. You should not use e-mail to send sensitive information, such as financial data, credit card numbers, or personal information. If you need to send sensitive information separate from the secure forms, please mail it to First National Bank of Gilmer, P.O. Box 520, Gilmer, Texas 75644; fax it to us at 903-843-4129; or call us at 903-843-4130.

What are cookies and how are they used for online banking?

A cookie is information sent from a web site to a visitor’s computer while he or she is visiting the site. Our online banking system requires that your browser accept per-session cookies. Per-session cookies are frequently used by Active Server Pages (ASP) running on Microsoft Internet Information Server (IIS). These cookies store session information as the user navigates to multiple ASP pages in a Website. In fact, virtually any Website using ASPs requires session cookies. If sites didn’t use session cookies, a “session” could not exist. The net result would be that a user would have to “log in” on every page (i.e. enter user code and password on every page).

Per-session cookies are cached (in memory) only while you are visiting the online banking system. They are deleted from the cache when you close the browser. These cookies only contain information that identifies a session that has been established by the online banking system. The session cookie does not contain any customer information. Again, these cookies are removed from your computer when you log off or have not accessed your account information after a period of inactivity (usually 10 minutes). If your browser does not accept cookies, refer to your browser manual or help text to assist you in changing the settings on your browser.

What does the Bank do with my information?

Your privacy is very important to us, as is safeguarding your information. Please review our Consumer Privacy Notice (link at bottom of page) to find out how we protect your interests.

What is encryption and how is it used to protect my information?

Encryption is the transformation of data into an unreadable form, and decryption is the reversal of that process. Both encryption and decryption require the use of a special code, usually referred to as a key. The security level of the key is dependent on the browser itself, and whether or not the browser is using 40-bit or 128-bit encryption. The encryption of data provides a strong degree of protection against tampering while data is moving through the Internet. When you login to internet banking, you will notice that your address bar is in green. This means that you are working SSL and the certificate is valid for the website.

What is JavaScript and how is it used for Online Banking?

JavaScript is a programming language the Bank uses to edit and perform other functions within your browser rather than waiting for information to be sent to a Bank server to process. Our online banking uses JavaScript to edit some of the information that you enter so that we can be sure it is correct before processing it. We also use JavaScript to present information on your browser to assist you in obtaining more information about features and in navigating through the online banking system. If your browser does not have scripting enabled, refer to your browser manual or help text to assist you in changing the settings on your browser.

If you are attempting to log on from work, please note that not all businesses make their computer systems available to employees to perform private functions. Please check with your employer to determine whether such access is permitted from your workplace. Also, some corporate networks may not allow the use of cookies or JavaScript, which are required for online banking access. You will need to contact the System Administrator or help desk that supports your computer for assistance.

What is the difference between 40-bit and 128-bit encryption?

Because encryption works by transforming your information into an unreadable format using a key, the longer the key, the harder it is to break. The 128-bit encryption technology uses a key that is many times longer than 40-bit technology. Comparing 128-bit security with 40-bit security is like comparing a combination lock that requires a hundred numbers to open to a combination lock that requires only three numbers to open.

Why it is important to select “Exit” when I finish using online banking or when I walk away from my computer?

JavaScript is a programming language the Bank uses to edit and perform other functions within your browser rather than waiting for information to be sent to a Bank server to process. Online banking uses JavaScript to edit some of the information that you enter so that we can be sure it is correct before processing it. We also use JavaScript to present information on your browser to assist you in obtaining more information about features and in navigating through online banking. If your browser does not have scripting enabled, refer to your browser manual or help text to assist you in changing the settings on your browser.

If you are attempting to log on from work, please note that not all businesses make their computer systems available to employees to perform private functions. Please check with your employer to determine whether such access is permitted from your workplace. Also, some corporate networks may not allow the use of cookies or JavaScript, which are required for online banking access. You will need to contact the System Administrator or help desk that supports your computer for assistance.

Why is it important to select “Exit” when I finish using Internet Banking or when I walk away from my computer?
Once you have logged on to our online banking system, you have begun an “active session.” If you walk away during the course of an active session, someone else can use your computer to perform transactions involving your accounts. It is similar to walking away from an ATM while your card is still in the machine. For your security, your online banking will automatically end your active session if there is no activity on your computer for about 10 minutes. However, to eliminate any exposure, it is always better for you to end the active session by selecting “Exit.”