Online Banking FAQs

Listed below, you will find some of the questions we are often asked about our online banking system. However, if you still have a question, please send us an email , where a representative will research your question, notify you of the answer, and, when appropriate, post the response.

Please understand, however, that First Hope will not post questions that use foul language or are defamatory in nature. Also, for your privacy, we will not post the names of individuals who supply questions.

FAQ's on the Online Banking My Dashboard screen.

FAQ's on computer security.

Who can use Online Banking?

Any First Hope Bank customer can enroll in Online Banking to access both personal and business accounts.

I'm having trouble accessing Online Banking. What's the problem ?

There are several possibilities. If you are having problems accessing many websites, please contact your Internet Service Provider (ISP). If you can access other websites but not ours, then either our system is offline or we are experiencing a temporary disruption in service. Please try again later. If the problem persists, call our Contact Center at (908) 459-4121 / (973) 729-8333 during regular office hours.

Are E-statements available?

E-statements are now available! Online Banking customers who enroll in E-Statements can enjoy the convenience and security of receiving statements electronically.

How do I sign up for E-statements?

The first time you view your E-Statements, you will be required to authenticate your information. This is a one-time process. Simply follow these steps:

  1. Log in to Online Banking.
  2. On the blue menu bar, click the "E-statements" option. This will launch a new window. (You may have to enable pop-ups for this site open the E-Statement Page. For instructions on this, click here .)
  3. Read and accept our License and Disclosure Statement.
  4. Enter your email address and select "Electronic" as the delivery method for each account for which you wish to receive E-statements instead of paper statements via postal mail. (Note: All Kasasa accounts must be set to "Electronic.")
  5. Check the "I Accept" radio button, then click "Save Changes and Continue."
  6. You are now signed up for E-statements! You have three options from which to choose:
    • View statements (in either HTML or PDF format; you may have to enable pop-ups for this site open your statements. For instructions on this, click here .)
    • Preferences, where you may update you statement delivery method and e-mail address for notifications
    • Return to Online Banking (this causes the E-statement window to close, returning you to your active Online Banking session. Clicking "Accounts" will re-display all of your accounts.)

How do I transfer funds online?

  1. Log in to Online Banking.
  2. From the drop-down menu to the right of the account you wish to transfer from, select Transfers.
  3. At the top left of the screen (beneath the blue menu bar), click New and follow the on-screen instructions to schedule a transfer.

One of my accounts is not listed online. How do I add it?

  1. Log in to Online Banking.
  2. At the top of the screen, click Contact Us.
  3. On the blue menu bar, click New Message.
  4. Type your request, including the account number you wish to add.
  5. When finished, click Submit. Your request will be submitted over a secure connection to one of our Contact Center representatives, who will respond to your request by the next business day.

How do I set up a bill payment to a new payee?

  1. Log in to Online Banking.
  2. Click the Bill Payment tab.
  3. From the blue menu bar, click Add Payee.
  4. Enter the payee information and click Search.
  5. If the payee is able to accept electronic payments, this will be indicated in the Payee Type field; click Submit to add an electronic payee. Otherwise, click Add Check Payee; your payments to this payee will be sent as paper drafts.
  6. From the blue menu bar, click New Payment.
  7. Below the blue menu bar, click Add Payment.
  8. Follow the on-screen instructions to schedule a bill payment.

How do I set up a bill payment to an existing payee?

  1. Log in to Online Banking.
  2. Click the Bill Payment tab.
  3. From the blue menu bar, click New Payment.
  4. Below the blue menu bar, click Add Payment.
  5. Follow the on-screen instructions to schedule a bill payment.

How do I set up a recurring bill payment to an existing payee?

  1. Log in to Online Banking.
  2. Click the Bill Payment tab.
  3. From the blue menu bar, click New Payment.
  4. Below the blue menu bar, click Add Payment.
  5. Follow the on-screen instructions to schedule a recurring bill payment.

How do I pay more than one bill at a time?

  1. Log in to Online Banking.
  2. Click the Bill Payment tab.
  3. From the blue menu bar, click New Payment.
  4. Below the blue menu bar, click Quick Payment.
  5. Click the check boxes next to the payees you wish to pay, then click Submit.
  6. Enter the payment information for each payee (amount, date, and optional memo). When finished, click Submit.
  7. Verify the payment information is correct, then click Confirm. You may wish to print the subsequent confirmation screen for your records.

Why hasn't my online bill payment been deducted from my account?

Bill payments are sent through our online bill payment service in one of two ways. If the bill payment is transmitted electronically to the payee, it will be deducted from your account the same business day it is scheduled to be paid. If the bill payment is sent as a paper draft, it will not be deducted from your account until it is presented to the bank for payment.

How long will it take for my bill payment to be received?

Bill payments are sent through our online bill payment service in one of two ways. If the bill payment is transmitted electronically to the payee, please allow two (2) to three (3) business days for that payment to be received. If the bill payment is sent as a paper draft, please allow seven (7) to ten (10) business days for that payment to be received.

How can I see which bill payments have been sent?

  1. Log in to Online Banking.
  2. Click the Bill Payment tab.
  3. Below the blue menu bar, click History.
  4. You may be required to enter a date range.
  5. On the History screen, you can choose to view 7, 15, or 30 days of bill payment history, or you can choose to view All. You can also click Search to search for specific transactions.

How can I see which bill payments are scheduled to be paid?

  1. Log in to Online Banking.
  2. Click the Bill Payment tab.
  3. Below the blue menu bar, click Scheduled Payments.
  4. On the Scheduled Payments screen, you will see any bill payments scheduled to be paid.

I can't pay bills out of one of my accounts. How do I enable it?

  1. Log in to Online Banking.
  2. Click the Bill Payment tab.
  3. Below the blue menu bar, click Add Account.
  4. From the drop-down menu, select the account you wish to enable to make bill payments.
  5. Click Submit.

How can I view transactions prior to the beginning of my last statement?

  1. Log in to Online Banking.
  2. From the drop-down box to the right of your account, select Transactions.
  3. Below the blue menu bar, click Search.
  4. Enter the date range you wish to view. Once 90 days of transaction history has accumulated on your account, you will be able to view up to 90 days of transactions at once.
  5. If you wish to filter transactions further, change the other options on the Search page accordingly. If you want to view all transactions within the date range you selected, leave the other options as they are. Click Submit.
  6. You can sort the transactions in descending instead of ascending order by clicking the carat (small blue triangle) to the right of the Date heading on the Transactions page.

How do I search for a specific transaction?

  1. Log in to Online Banking.
  2. From the drop-down box to the right of your account, select Transactions.
  3. Below the blue menu bar, click Search.
  4. Enter the required search criteria (amount, check number, debits and/or credits, date range, etc). Click Submit.

When will my online transfer be available?

Online transfers performed before 6:00 PM Monday through Friday are available immediately. Transfers performed after 6:00 PM or on weekends are posted as of the following business day, but are memo posted (and therefore available) immediately, with one exception: transfers performed during our nightly system update (from approximately 6:00 PM to approximately 9:00 PM Monday through Friday) will not be available until the nightly update is complete.

My Online Banking access has been locked. How can I get it unlocked?

If you enter the incorrect password or incorrectly answer your security questions 3 times, you will be locked out of Online Banking for your own security. You may call our Contact Center or visit any branch location to have your access unlocked.

How can I obtain my Online Banking ID or password if I don't know it?

If you have recently enrolled in Online Banking, you will receive your temporary login credentials via e-mail or postal mail within 4-5 days of your enrollment date. If you are an existing Online Banking user and you have forgotten your ID or password, you will either need to visit one of our branch locations or call our Contact Center to obtain this information.

Why won't the system accept my new Online Banking ID/password?

Your Online Banking ID must contain between 4 and 25 alphanumeric characters (special characters allowed but not required), and must begin with a letter. Your password must contain letters, numbers, and at least one special character and must be between 8 and 25 characters (no more than 25 and no less than 8).

I enrolled online and have not received my login credentials. Why?

If we are able to verify your identity based on the information you entered on your Online Banking enrollment form, you will be enrolled within 2 business days. If we cannot verify your identity, we will send you an e-mail at the e-mail address you entered on the form to notify you that additional information is required.

If the e-mail address you provided on your enrollment form matches the e-mail address we have on system for you, you will receive an e-mail within 2 business days containing your temporary ID and password information. If the e-mail address you entered does not match the e-mail address on file or if we do not have an e-mail address on file for you, you will receive your temporary ID and password information via postal mail at the address on your primary account.

You may find it helpful to add First Hope Bank to your e-mail program's "white list" or list of allowed senders.

How do I change my e-mail address/security image/ID/password ?

  1. Log in to Online Banking.
  2. Click the Options tab.
  3. On the blue menu bar, click Personal.
  4. To change your e-mail address, ID, or password, change any necessary information, and click Submit.
  5. To change your security image, click the image. You will be presented with several images from which to choose. Clicking Next will give you additional images. When you find the image you wish to select, click the image, then click Finished.

How do I change account nicknames?

  1. Log in to Online Banking.
  2. Click the Options tab.
  3. On the blue menu bar, click Account.
  4. Enter the desired nickname for each account. The nickname is the account description that will appear on your list of accounts.
  5. On this screen, you may also click and drag your accounts into your desired order!
  6. When finished, click Submit.

What happens if I forget to log out of the system?

By default, Online Banking has a timeout period of 10 minutes. If you are logged into your Online Banking access and do not touch the system for 10 minutes, your session will become inactive and you will have to log in again.

What browsers can I use to access Online Banking?

View the official list of supported browsers , as well as recommendations.

When is the system available?

Online Banking is generally available 24 hours a day, 7 days a week. However, due to scheduled maintenance, the system may occasionally be unavailable. We will always make our best attempt to notify you when the system will be unavailable.

Please note that regularly scheduled system maintenance usually occurs on the second Sunday of each month between 2:00 AM and 6:00 AM EST.

Do you offer Mobile Banking?

Mobile Banking is here! You must be an Online Banking user to sign up. Click here to learn more about Mobile Banking.

Frequently Asked Questions on the Online Banking My Dashboard Screen

What is My Dashboard?

My Dashboard is an enhancement to the look and feel of the classic Online Banking screens. Just click "My Dashboard" on the blue menu bar. View a video demonstration .

How do I get started?

Once you have clicked "My Dashboard," you will come to the default My Dashboard Page. This is a widget-driven screen with left, center, and right column widgets. To get started, click "Configure This Page." View a video demonstration .

What is a widget?

A widget is a fancy word for tools or content that you can add to, arrange, and remove from to give you additional functionality on a website.

How do I configure My Dashboard?

Once you have clicked "Configure This Page", a dialog box will pop up. The drop-down box is defaulted to the Left Column widgets, but you can also choose the center or right column widgets. Choices can be added or removed individually by clicking on the appropriate "+" or "-" or collectively by clicking on "Add All" or "Remove All". You can rearrange the order of the selected items by dragging and dropping them. Click Save. View a video demonstration .

Can I rearrange the order of the widgets?

Yes. When you click "Configure This Page" and the dialog box pops up, you can drag and drop the widget choices into the desired order.

Can I change the size and color of the widgets?

No. Only the contents of the widgets are customizable. You cannot change the size or color of the widgets. You can, however, delete an entire widget.

How do I add accounts to my Start Page?

To add accounts, click the blue wheel, which is the Configure tool. This opens the dialog box that allows you to choose which accounts you want to appear, either individually, or collectively by clicking "Add All." Click Save. View a video demonstration .

How do I configure Recent Transactions?

To configure the Recent Transactions widget, click the blue wheel. The dialog box opens that allows you to choose the number of transactions from the drop-down box. You also need to choose the accounts from which you wish to see transactions by either clicking "Add All" or by choosing them individually by clicking on the "+" sign. When finished, click Save. View a video demonstration .

How do I set My Dashboard as my Start Page?

To set My Dashboard as your start page, simply check the box at the upper left corner and answer "Yes" to the dialog box confirming "set as start page." View a video demonstration .

How do I transfer funds?

Transferring funds couldn't be easier than with the Transfer Widget. Simply enter the amount in dollars and cents (no decimal needed), choose the "From" account, choose the "To" account, and click the "Transfer" button! Your transfer is immediate. View a video demonstration .

How do I know my transfer was completed?

You will see your transfer confirmed in four places.

  1. There will be a message at the top of your screen, right under the menu bar, providing you with the amount, the "from account", the "to account", and the confirmation number.
  2. You will see the balances change in the two accounts.
  3. You will see the transfer in Recent Transactions.
  4. You will see the transfer in Scheduled Transfers until completion.

View a video demonstration .

How do I set up Alerts?

To set up Alerts, choose the "Alert Listing" in the Go To Widget. On the Alerts Screen,you will see choices for setting up Event Alerts (ACH or electronic credits and debits, insufficient funds, bill payments rejected, and many others), Balance Alerts (you will receive a notification if your account goes above or below a threshold of your choice), Item Alerts (a specific check clears your chosen account), and Personal Alerts (this can be anything you want to remind yourself of by date). View a video demonstration .

How do I add the "Go To" widget?

To add the "Go To" widget in the Left Column, click "Configure This Page" to open the dialog box. Click the "+" next to "Go To" on the right side, and it moves to the left side, which indicates selected items. Click Save. View a video demonstration .

How do I configure the "Go To" widget?

To configure the "Go To" widget, click the blue wheel tool above the "Go To" widget. This will open the dialog box where you can choose the "Go To" items or favorites like Account Information or Balance Alerts. They can be added individually by clicking the "+" sign next to each one, or collectively by clicking the "Add All" choice. Click Save. View a video demonstration .

How do I add the "Download" widget?

To add the "Download" widget, click "Configure This Page" to open the dalog box. Click the "+" next to "Download" on the right side, and it moves to the left, which indicates selected items. Click Save. Click here for a video demonstration.

How do I use the "Download" widget?

To use the Download widget, which allows you to download your financial information into a banking software such as Quicken or Quickbooks, simply choose the Account from which you wish to download in the drop-down box, select the format for your particular software, and select the date range in the last drop-down box. Follow the instructions from your software provider to import the downloaded information into your software.

How do I add pending and/or recent Bank to Bank Transfers?

To add Pending and/or Recent Bank to Bank Transfers information in the center column, click "Configure This Page" to open the lightbox. Choose the Center Column in the drop-down box. Click on the "+" next to either or both "Pending Bank to Bank Transfers" and "Recent Bank to Bank Transfers" on the right side, and it moves to the left side, which indicates selected items. Click Save. View a video demonstration .

How do I add accounts to Recent Bank to Bank Transfers?

To add accounts to Recent Bank to Bank Transfers, click the blue wheel to configure Recent Bank to Bank Transfers, which opens the dialog box. Choose the accounts you want to appear either individually, or collectively by clicking on "Add All." When finished, click Save. View a video demonstration .

Is there a similar Start Page for Bill Payments?

Absolutely. If you have Payees set up, click the Bill Payment tab at the top of your screen. This will bring you to the default Payment Center start page. View a video demonstration .

How do I get started on the Payment Center page?

Once you have clicked the "Bill Payment" tab, you will come to the default Payment Center page. Again, this is a widget-driven screen with left and right column widgets. To get started, click "Configure This Page." View a video demonstration .

How do I configure the Payment Center page?

To configure the Payment Center page, click "Configure This Page," and a dialog box will pop up. The drop-down box is defaulted to the Left Column widgets, but you can also choose the right column widgets. Choices can be added or removed individually by clicking on the appropriate "+" or "-" or collectively by clicking on "Add All" or "Remove All." Click Save. View a video demonstration .

How do I make a Quick Payment?

Making a Quick Payment couldn't be easier than with the Make Payment widget. Simply enter the amount in dollars and cents (no decimal needed) next to the Payee you choose and click the "Quick Payment" button! This takes you to the screen where you can edit the payment amount if needed, choose or change the account from which the payment is coming, and choose the date the payment will be made. Click Confirm. View a video demonstration .

How do I know my payment was completed?

Your Payment will be confirmed in three places.

  1. There will be a message at the top of your screen providing you with the payee, the amount, and the confirmation number.
  2. You will see your payment in Scheduled Payments.
  3. You will see your "scheduled payment" in green on the Payment Calendar on the date it is to be paid.

View a video demonstration .

What do the blue and green highlighted dates mean on the Payment Calendar?

The highlighted dates on the Payment Calendar show that you have a processed payment (blue) or a scheduled payment (green) on the date that is highlighted.

What are Outstanding Payments?

Outstanding payments are online bill payments that were processed as checks and have not yet been cashed or negotiated by the payee. This is a useful tool for remembering to subtract these payments from your Available Balance. View a video demonstration .

Can I edit a Payee for a scheduled bill payment from the Payment Center Start Page?

Yes. Click the Scheduled Payment, and a dialog box will pop up, giving you the option to "Edit Payee." Clicking that choice will take you to the Edit Payee screen, where you can make your changes, and then click Submit. View a video demonstration .

Can I view, edit, or delete a scheduled payment from the Payment Center Start Page?

Yes. Click the Scheduled Payment, and a dialog box will pop up, giving you the choice to either view, edit, or delete the Scheduled Payment. Click the Return button when you are finished viewing, click the Submit button if you are editing, or click the Delete button if you are deleting the payment. View a video demonstration .

What if my payment doesn't show in Recent Payments?

If your payment doesn't show in Recent Payments, you can choose the green arrow above Recent Payments and this will bring you to the History Search screen in one click! View a video demonstration .

What if my scheduled payment doesn't show in Scheduled Payments?

If your Scheduled Payment doesn't show in Scheduled Payments, it may be dated for next month. You would need to choose the appropriate month in the Payment Calendar to show next month's payments. View a video demonstration .

Frequently Asked Questions on Computer Security

Do I have to buy expensive software to clean viruses from my computer?

There are reputable programs available for free on the internet that may meet your needs. Be sure to do your homework prior to installing any software. Verify the software's reputation using software review websites such as Cnet.com, prior to installing the software. Some examples of free anti-virus protection and malware removal are:

Note: We cannot endorse or recommend any of the above programs. They are listed here only to show examples of what is available.

Is one anti-virus software program better than another?

Marketing hype aside, all reputable antivirus software does pretty much the same job. Some may be better than others in regards to a particular feature, but any one of them is better than no antivirus software at all. However, there are a number of disreputable antivirus programs that actually do more harm than good. Be wary of any antivirus software that advertizes itself via unsolicited e-mail (spam) or pop-up windows.

How do I know if my PC is infected?

Infected PCs may exhibit suspicious behavior, such as running more slowly than normal, locking up often, crashing and restarting frequently, or displaying unusual error messages. Or they may exhibit no symptoms at all. Also, the suspicious behavior often shown by infected PCs may be caused by a number of other factors. So while a poorly performing computer should make you suspect that it may be infected, you won't know for sure unless you frequently scan your PC with an antivirus tool.

Aren't you safe from these threats if you stay away from those shady and unsavory websites?

Your PC could be infected from a number of sources. Viruses can be transferred from PC to PC through the use of a shared USB Flash Drive. There are many instances where a nationally recognized company's website has been compromised and visitors to their site have been infected with malware. The best way to protect yourself is to protect your PC.

What do I need to do to protect my PC?

A: While there is no silver bullet that will protect you from every risk, if you take the following precautions, you can significantly reduce your exposure:

  • Install an antivirus program and configure it to update its virus definitions daily.
  • Configure your computer and connection to the internet properly. Some computer systems come with a lot of security enabled by default, but have someone who knows what they're doing check the configuration of your computer and other communications equipment—wireless routers, DSL or cable modems, etc.
  • Turn on automatic software updates. This is a feature of some software which allows it to patch itself with very little effort from you. Make sure it's turned on for your operating system, security software, and any applications that have the option.
  • Be aware of your Internet surroundings. Learn to tell scams from real email, and when not to follow links or open a document. It takes time and practice to develop Internet "street smarts."
  • Perform regular backups. If your system becomes infected with a virus, you may have to reinstall your complete system. Backups ensure you don't lose your data if that becomes necessary.