Eagle Bank Online Banking and Bill Pay FAQ

Personal and Small Business Online Banking FAQ
Commercial Online Banking FAQ
Eagle Bank Bill Pay FAQ

Personal and Small Business Online Banking

• Is my data secure?
  Yes. Eagle Bank uses 128K encryption for transfering data, our servers are locked down both electronically and physically, and the network connetions are continually monitored for attack and break-in attempts.
  
  
• How do I enable Online Banking?
  To enable Online Banking, please fill out the Online Banking Application, and fax, mail, or bring it in to the bank. (Bringing it in is really the easiest and fastest way to get set up.) We will give you your Access ID and temporary password. Then, just log on, change your temporary passord to the password you want, and you are live and online!
  
  
• What are the rules for my password?
  Your password must be 6 to 16 characters long, contain at least 2 numbers (0-9) and at least four alpha characters (a-z, A-Z). You may also have additional characters such as !@#$%^&*()_+-, but these do not count as alphas or numerics, but they do make for a stronger password.
  
  
• What is Bill Pay?
  Bill Pay is the totally convenient way to pay your bills online - no matter what kind of bill it is, or to whom the bill is paid. You no longer have to send mail payments, use stamps, write checks, and take all that time that paying your bills used to take. Now you can sit in front of your computer and pay all your bills in a matter of minutes. Even set up those recurring bills to pay automatically. Now that is convenient!
  
  
• How do I get Bill Pay?
  You can sign up for Bill Pay at the same time you request online banking at the Online Banking Application. If you already have online banking, just call us, or come by and request it, or fill out the above application and mail, fax or bring it in.
  
  
• Why do I have a separate login for Bill Pay?
  Since in Bill Pay money is actually leaving your account (whereas in Internet Banking you can only transfer between accounts you own) we have a separate login, with further security measures such as challenge phrases, to be certain that it is you who are making the bill payments, and not someone else.
  
  
• What are Eagle Bank's security measures in Bill Pay?
  We have challenge phrases thay you create, and only you know, that you must answer before certain items are processed. We also have a flag that pops up onto your screen and fades away when you log in to bill pay, containing words or a phrase that you have created. If you do not see this flag after you log in, exit bill pay, and contact Bill Pay help. This pop-up flag can be seen even if you have turned of pop ups in your browser. Eagle Bank is proud to offer you security that you can trust, and feel comfortable using.
  
  
• What if I think someone accessed my account without my permission?
  Contact Eagle Bank immediately, and we will review your account with you, and take whatever further steps seem warranted.
  

• Do you have to be an Eagle Bank customer to use Online Banking?
  Yes, to access your accounts through Online Banking, you must have at least one Eagle Bank account.
   
• How do I find Eagle Bank Online Banking on the Internet?
  Go to www.eagle-bank.com. Near the top left side of the home page, select one of the options in the Online Banking box to go to the desired area of Online Banking: Demo, Enroll or Login.
   
• How do I signup for Online Bankin.
   Just fill out our Online Banking Application and fax it to our office. We will contact your soon to begin using Eagle Bank Online Banking.
  
  
• Once I request to be signed up for Online Banking, how long before I can begin using the service? Please allow up to 72 hours for your accounts to be verified and activated. Please come by the bank if there is a rush, and we can activate you while you are there, and you may begin using Online Banking the same day. If you have just opened an account, there is a minimum 24 hour waiting period while our computers update, before we can activate online banking.
   
• What are the system requirements to access Online Banking?
  You need access to the Internet (by PC, web TV or other means). Your browser connection needs to be Internet Explorer 6.0 (or greater) or Netscape 6.0 (or greater). Other browsers give unreliable results. Your system should also be set up with 128–bit encryption. If your system does not have the correct version of browser software or encryption, you can download the appropriate version by going to either www.microsoft.com or www.netscape.com.
   
• What type of transactions can I complete from Online Banking?
  You can review and print transaction statements, view and print paid checks, transfer funds between accounts, and, if you so desire, pay bills. You can also select, sort and export transactions to personal financial management applications, such as Microsoft Money and Intuit’s Quicken.
   
• What is the charge for using Eagle Bank Online Banking?
  Eagle Bank Personal and Small Business Online Banking is a free service provided to Eagle Bank customers. Eagle Bank Commercial Online Banking is available in two ways - as part of your account analysis, or as an add-on to your current services. For Commercial Online Banking, please speak with one of our customer service representatives.
   
• What do I enter in the Access ID and Password box (on the login screen)?
  You should have created an initial Access ID and Password for your first–time login. Your Access ID is at least six characters. Your Password is 6-16 alphanumeric characters. (You may use either alphabetical or numeric characters, with at lease two numeric characters). Both your Access ID and Password are case sensitive, which means that upper and lower case characters should be typed exactly as they were input when you initially created your log on information.
   
• How do I change my password?
  Once you are logged in to Eagle Bank Online Banking, select the Change Password button from the menu. Enter your current password, then enter your new password twice. Your password may be 6-16 alphanumeric characters. (You may use either alphabetical or numeric characters, with at lease two numeric characters and four alpha characters). Remember that your password is Case SeNsiTive.
   
• What do I do if I forget my password?
  You may contact us by phone at 512-746-2531 or 512-478-6441 in Austin, or during your next bank visit to select a new password. If you call by phone, we will also need a fax with your signature to change your password.
   
• What happens if I incorrectly enter my password?
  If you enter your Access ID or Password incorrectly three consecutive times, you will be locked out of Online Banking. This is one part of our comprehensive security plan to ensure confidentiality. To gain access again or to receive a new password, contact us by phone at 512-746-2531 or 512-478-6441 in Austin, or speak with us during your next bank visit. If you call by phone, we will also need a fax with your signature to change your password.
   
• Which accounts will I be able to view through Eagle Bank Online Banking?
  You may view any accounts on which you are one of the first three authorized signers.
   
• How do I add accounts for viewing on Eagle Bank Online Banking?
  If you are not able to view all your accounts on Eagle Bank Online Banking, please contact us by calling 512-746-2531 or 512-478-6441 in Austin. You may tie up to four accounts to your main checking account.
   
• How do I view my account balances?
  You may view your account balances by selecting Accounts from the main menu near the top of the screen.
   
• What screens can I print on Eagle Bank Online Banking?
  You may print any screen that appears within the Eagle Bank web site. To print, click on the Print option under File at the top left of your screen, or click on the Print icon in your toolbar near the top of the page.
   
• Does the balance shown on the Accounts Summary page include all transactions that have posted to my account?
  On Checking and Savings accounts, all memo posted transactions (transactions that have been presented to the account including those presented today) are included in the balance, including ACH transactions and Online Banking transfers made during the day. If you use a Debit Card, the item may not post immediately, as many merchants batch their transactions at the end of the day, or even at the end of the week. These transactions will post when the merchant sends them in, and the timing of these transactions is beyond our power to control.
   
• Is there anywhere in the Certificate of Deposit (CD) information that states the maturity date?
  Yes, the maturity date is stated in the CD information section. You can obtain maturity information as well as information on the balance, interest received, interest rate, and transaction activity.
   
• To and from which accounts can I complete transfers?
  You may complete transfers to and from checking and savings accounts as well as transferring to or from your line of credit. You may also transfer from your checking or savings accounts to make a payment on your Eagle Bank loan.
   
• How do I transfer funds between accounts?
  To transfer funds between accounts, start on the Accounts Summary page and select Express Transfers from the main menu bar. Select the account that you are making the transfer from (ex: checking). Then select the account that you are making the transfer to (ex: savings). Type in the amount of the transfer.
  You may also make transfers from within your account. Start on the Accounts Summary page, and select the account that you are making the transfer from (ex: checking). Then select Transfers from the main menu bar. Type in the amount and date of the transfer. Be sure to select the account that you wish to have the payment made to.
  
  NOTE: When setting up a transfer using this feature, you must first select the account that you are making the transfer from. You can select this account from the Accounts Summary page. Then proceed with the transfer process. You may also use the Express Transfer option which allows you to choose the to and from accounts more logically.
   
• Is there anywhere in the loan information section that states the loan rate?
  Rate information for an existing loan is available in the Balance information section. You may access it by clicking on the Balance button.
  
  
• Where can I find current interest rate information?
  Eagle Bank does not provide current loan or deposit rates in its website due to the ever changing nature of the interest rate environment. Please contact your local branch - call 512-746-2531 in Jarrell, or 512-478-6441 in Austin for current rate information.
  
  

Commercial Online Banking

• What is the difference between Small Business and Commercial Online Banking?
  Small Business and Personal Online Banking allows customers to transfer funds between accounts, pay and draw upon loans, and pay bills online, as well as send money via e-mail. However some companies need to make tax deposits via ACH, transfer monies between accounts at different banks, or gather monthly payments from their customers, as in the case of utility companies. These ACH items are available to our Commercial Online Banking customers. These services come with a fee, but often save corporations substantial amounts by performing transactions electronically and reducing time and paper. Also, for companies that invoice monthly, late payments and collections are substantially reduced when using ACH debits to gather fees.
  
  
• How do electronic transfers work?
  Your company will build a worksheet on a simple program that Eagle Bank will provide. This worksheet provides the information needed to perform the transaction electronically. When you have completed the worksheet, you send it to us via the Commercial Online Banking website, and you are done. The rest happens automatically.
  
  
• What do I need to perform electronic transfers?
  You will need the ACH software and some light training, both of which are provided free by Eagle Bank.
  
  
• What is the cost for Commercial Online Banking?
  Commercial Online Banking is available to Eagle Bank commercial customers, and there are several ways you can pay, each at your option. Commercial Online Banking can be part of your account analysis, can be a flat monthly fee, or can be paid for on a per-item basis. Please contact Eagle Bank if you are interested in Commercial Online Banking, for more information. (512) 746-2531 in Jarrell, or (512) 478-6441 in Austin.

Eagle Bank Bill Pay FAQ

• Why do I have to log in to Online Banking and then log in again to Bill Pay?
  For your protection these options are under two different log-ins. With Online Banking you can look at your account information, but can only transfer monies between accounts that you own. Bill Pay send money to third parties, and for your protection, we require even deeper security than the powerful, indurstry standard security on our Online Banking site.
  
  
• What is the Bill Pay "Security Key" about?
  The "Security Key" is a flag that fades in and out on your screen when you log in to Bill Pay. This flag contains a phrase you set up, and is known only to you. This is an anti-phishing device that assures you that you are truly logged in to the Eagle Bank Bill Pay site. If you do not see this flag, log out and contact our help desk.
  
  
• What is the Bill Pay "Challenge Phrase" for?
  The "Challenge Phrase" is a question that requires a response from you. You set this up when you first log in to Bill Pay. Before you add a payee, or send a new payment, you will be required to answer the challenge phrase. This again is assurance that it is really you that is requesting the money to be paid.
  
  
• How do my bills get paid?
  Bills are paid by electronic ACH transfer whenever possible. The number of electronic payees is growing every day. If a payee is not set up for receiveing electronic transfers, a check is written and mailed the the payee. Then the payee is contacted to see if they would like to be set up to receive electronic transfers. If they do, then after they are set up future transfers will occur electronically. If not, then they will continue to be paid by check.