Frequently Asked Questions

What is happening to the current Online Bill Pay system?
We are upgrading the current system in an effort to provide you with a richer online experience. The new Online Bill Pay will feature enhanced, one-click functionality with a user-friendly interface.

When will the change take place?
We will begin the upgrade on September 20, 2011, and the new Online Bill Pay will be live on September 22, 2011. During this upgrade process—from September 20 through September 21—access to Online Bill Pay will not be available. Although you will not be able to schedule, modify or check the status of payments during those days, payments you have scheduled to post will be paid as scheduled (rare exceptions may apply; see “Will my scheduled payments be made?” below for details). Additionally, it may take up to another five days for your entire six-month payment history to transfer to the new system.

What should I do to prepare for the change?
We are committed to minimizing any inconvenience that may come with this upgrade, so you can quickly begin enjoying the enhanced online banking experience it will provide. To make this transition as smooth as possible, we suggest that you schedule in advance any payments that will need to be paid from September 20 to September 21. For peace of mind, you also may want to print a list of all your payees, including payment amounts and dates due, so you can easily double check them in the new system. Also, make a note of any reminders you currently have set so you can easily reactivate them in the new system, since they will not automatically transfer. Finally, be sure to review these frequently asked questions and answers so you are fully informed.

What if I have a payment to make during the time the system is unavailable?
We recommend that you schedule any necessary payments before September 20, 2011; however, if you are unable to do so, you can make payments outside of the Online Bill Pay system via other methods that may be accepted by your payees (such as check, wire transfer or credit card) while the system is unavailable.

When will the Online Bill Pay system be unavailable?
Online Bill Pay temporarily will be unavailable from Tuesday, September 20, through Wednesday, September 21, 2011.

Will my scheduled payments be made?
If you have already scheduled payments, they will be made according to the pay dates you have set.

NOTE: In the unlikely event that a payee’s information on file has changed during the transition, it may be possible that a payment would not be made as scheduled in the new system. You may verify that your scheduled payments have been made correctly by viewing your payment history five days after the Online Bill Pay upgrade is complete.

Will I still be able to see my account information during the change?
You will still be able to log in to Internet Banking and see your account information; however, Online Bill Pay functionality will not be available, so you will not be able to set up new payees, modify existing payments, schedule new payments or check the status of a current payment from September 20 through September 21, 2011.

How much of a difference is there between systems?
The core functionality of the systems will be the same: You will be able to schedule payments, set up eBills and reminders, and view your payment history; however, you immediately will notice that the screens and menus are slightly different.

As you can see from the example below, the new system features easier navigation and more information at a glance from the “Make Payments” page.

New system:

The new system also provides more functionality on the payment history page, where you can save reports and even request a CD containing all of your data at the end of the year.

You also will have more flexibility and control when making payments because the new Online Bill Pay allows you to click the "Pay” button for each individual payment. (See sample screen shot comparisons below.)

New:

Previous:

How do I make a payment in the new Online Bill Pay?
To make a payment in the new system, simply:

• Locate the payee you wish to pay.
  
• Enter the dollar amount you would like to have paid.
  
• Indicate the payment delivery date. The earliest available delivery date will display in the date field, so you can leave the current date or enter a new one. You also can click the calendar icon to display a calendar with available delivery dates in bold.
  
• Click on the “Pay” button to make the payment. A confirmation message will appear for your reference.

Are there differences with the login?
You will access Online Bill Pay the same as before, from Internet Banking using the same user name and password.

Will I need to reset my password?
Your password for Internet Banking will remain the same.

Will all payee information and history convert over?
All payees, pending payments and scheduled recurring payments will transition to the new system. Also, a full six months of your payment history will convert to the new Online Bill Pay. However, you must review and update any reminders, as well as reactivate or set up additional eBills once the new system goes live. However, it may take up to five days for all of this information to transfer to the new system.

What if I do not immediately see my payment history once the new Online Bill Pay goes live?
This is normal, as it may take up to five days for your entire six-month payment history to transfer to the new system. So if you do not immediately see your scheduled payment, it is advisable to hold off on resubmitting it for at least five days after the upgrade, to help ensure you do not make a double payment. (Most likely, your payments all will have been made, but will not display in your payment history until five days after the new system is live.) Rest assured that you should be able to verify your payments by September 22, 2011.

What if I need to access payments made prior to six months?
To research a payment made prior to six months ago, please visit a branch or contact our customer service at 765.342.6695 and/or email On-LineBanking@homebanksb.com.

What is an eBill?
An eBill is an electronic version of your paper bill that you receive directly within Home Bank's Online Bill Pay. An eBill allows you to conveniently view and pay a bill in one place, right from Online Bill Pay.

How do I know when my eBills are delivered?
Once you set up an eBill, you automatically will receive an email notification when your eBill arrives. There are also notifications on the “Make Payments” page within the new Online Bill Pay to alert you of any eBills that need your attention. (See example below.)

Will my eBills automatically convert to the new Online Bill Pay system?
Scheduling eBills requires secure information including account numbers. For your security, eBills will not convert and will need to be set up in the new system. You should automatically begin receiving paper statements for all of your existing eBills. However, we recommend that you make a note of all of your current eBills, their due dates and payment amounts to help ensure that you do not miss a payment. You also should deactivate your current eBills one week prior to the upgrade.

Approximately five days after the new Online Bill Pay goes live, all available eBills will be displayed in the new system. At that time, you will have the opportunity to set up new eBills by simply clicking the “Set up: e-bill” link that will appear under any of your existing payees that accept eBills within the new system. (See screen shot example below.) You may find that some of your previous eBills no longer may be available, while different and/or additional eBills are offered in the new system.

How do I make sure my payee information converts to the new system?
We recommend that you print a list of your current payees, including amounts and dates due, so you can double check them in the new system for greater peace of mind. Also, you may want to shorten any of your current payee account names that are longer than 25 characters, as they automatically will be abbreviated in the new system. And, it is best if you do not use the same nickname for multiple payees. (In the new system, any nicknames will be the default display. So it will be easier for you to distinguish your accounts at a glance if your nicknames are specific. However, rest assured that you will be able to simply click to view detailed account information, or change your nickname in the new system).

Once the new system is live, simply review the list of payees on the “Make Payments” page. To view additional details for each payee, click on the arrow next to the payee name to display the Payee Information menu, and select the “View/Change payee details” link. (Note: Some addresses may appear as “On file,” which means that the address is automatically maintained and updated for you.)

Payee Information menu:



How do I make sure a payment has been made?
To view payments that have been made in the new system, simply review the list of “Pending Payments” and “Last 5 Processed Payments” on the “Make Payments” page. You can click on the “View history/reports” link to view more payment history. Remember, it may take up to five days during the upgrade process for transaction information to fully transfer to the new system. So be sure to keep this in mind to avoid making any duplicative payments. You should be able to view your entire six-month payment history by September 26, 2011.

How does my account information appear in the new system?
The new system is meant to be easy to use and intuitive. Nicknames and the last four digits of the account number will appear on the home page instead of the payee name. If you have not indicated a nickname in the previous system, the payee name will be the default. Make sure your nicknames are unique and specific and you will be able to easily scan, review and pay bills.

How do I change a nickname in the new system?
Changing a nickname is easy. Simply click on the payee nickname. Then click “Change payee nickname,” enter a new nickname, and save your changes. (See three screenshots below).

Who do I contact if I have more questions?
Please contact Home Bank's customer service at 765.342.6695 and/or email On-LineBanking@homebanksb.com.