FREQUENTLY ASKED QUESTIONS Q - What is a Secure Access Code? Welcome to Bank of New Hampshire’s A - A Secure Access Code is a security measure we use to identify you and the device that you are logging in from. The code we send you is a temporary number and is not part of your password. The code can be sent to you as an email, text message, or telephone call. Online and Mobile Banking Secure Access Code Delivery Guidelines • Secure Access Code is never left on voice mail. • Unused Secure Access Code expires after 15 minutes. • Used Secure Access Code immediately expires and cannot be reused. Q – Can I add additional delivery points for the Secure Access Code? A – Yes, you can add multiple delivery points to make the process easier. Once logged in, click “Preferences” from the menu and then “Security Preferences”. Click “Secure Delivery” and then add as many new delivery points as you like. Q - I have selected “Register Device” but each time I log in, it makes me go through the Browser Registration process (where I have to get a Secure Access Code). Why? A – It appears that your device is not retaining the cookie used for Online Banking. Please contact our Customer Solution Center at 1-800-832-0912 for assistance. Q – How can I review the details of my account? A – If you click an account from the home page, you will be sent to the Transactions page which has all your account details including Interest Rate, Last Welcome to Bank of New Hampshire’s Online & Mobile Banking! We are excited to have you join us. Deposit Amount, Last Deposit Date, Interest Paid, and more. With the upcoming merger between Bank of New Hampshire and Community Guaranty Savings Bank, Q – How do I view an image of a check or deposit ticket? we would like to provide you with information about online banking and what it means to you. A – From the home page, click an account to go to the Account Details page. Any transaction that has an image will have a icon next to it. Click the trans- Enclosed are some details regarding how to access your accounts for the first time, an overview of action and the image will display. You have the ability to view the front and back of the item. You can also print the item. Click the transaction again to close the image. features as well as some frequently asked questions. Q – I currently have Bill Pay. Is anything changing? A – No, there will be no changes to your Bill Pay account or your existing payees. For a positive experience during the Online Banking upgrade it Q – I currently have Bill Pay. How do I access it in the new system? is critical that your email address and phone number(s) are current. A – We have two different Bill Pay experiences: Bill Pay Express and Bill Pay Advanced. Both options can be found in the menu under Services. You can also access Bill Pay Express from the upper right hand corner of the home page. We have a number of Online and Mobile Banking features that may be new to you, including: Bill Pay Advanced gives you the full functionality of the Bill Pay site. BNH P2P Transfers – Personal Online Banking users have the ability to transfer funds to any other Bank of New Hampshire Personal Online is good for making a quick payment to an established payee Bill Pay Express Banking user from within the system. You can conduct a one-time outgoing transfer or link their account for future outgoing only transfers. and is good when using your mobile device. Any scheduled payments will turn green and will indicate the date the payment is due to be sent. If you click “See Locations – Find the nearest BNH office or ATM using the Locations feature. Click on the office to get the hours of operation, address, payment history”, a graph will display with the last 5 payments made. Clicking the pencil icon will allow you to edit your payee. and step by step directions. Q - What format can I export my transactions? Online Education Center – We have developed a video library to walk you through all the Online and Mobile Banking features. There are A - Our Online Banking system supports the following export formats: Quicken (qfx), also illustrated guides if you prefer. The Online Education Center can be found on our website under the Online Banking tab. Quickbooks (qbo), Microsoft OFX (ofx), Spreadsheet (xml), and Spreadsheet (csv). Open A New Account – Need a new deposit account? You can open a new checking or savings account from within Online and Mobile Q – Can I nickname my accounts and choose the sequence they display? Banking. A – Yes, you can nickname your BNH accounts and any external accounts you have added for Bank-to-Bank Transfers. You can also change the order in which the accounts Reorder Deluxe Checks – If you’re low on checks, you can order more within Online Banking. are displayed. The same can be done for any accounts utilized for Text Banking. The buttons on the top of the page allow you to toggle between Online and Text Banking. Text Banking* – Text banking enables you to send us a text message for a balance inquiry, transfer funds between BNH accounts and To make a change, simply click the “Edit” link above your list of accounts or from the request recent activity on your account. menu click “Preferences” > “Display Preferences.” Here you can enter your preferred description or change the display sequence. Themes – You have the ability to change the theme of your Online and Mobile Banking experience. Themes available include Kids, Teen, Large Font, and our Standard theme. Q – I currently have Quicken or QuickBooks. Will I still be able to use? A - Bank of New Hampshire offers Web Connect functionality for both Quicken and * Third party web access, data, and message rates may apply from your wireless provider QuickBooks. Please contact our Customer Solution Center with any questions. IMPORTANT DATES Online banking will be down starting at 6:00 p.m. on Friday, May 6th to 10 a.m. Sunday, May 8th. To assist you with your first time login, ourCustomer Solution Center will be fully staffed to answer your questions from 1:00 p.m. to 4:00 p.m. on Sunday, May 8th. 1.800.832.0912 LOGGING INTO BNH ONLINE & MOBILE BANKING ONLINE BANKING FEATURES

When you log into our system for the first time, you will only need your CGSB Access ID. You will not need your CGSB password. To login: Managing your banking needs has never been easier. Our Online Banking services give you the flexibility to securely manage your finances anytime, 1. Visit BankNH.com or use our BeMobile Banking app. anywhere. 24 hours a day, 7 days a week, you have secure access to your Bank of New Hampshire accounts. 2. If you are using: BeMobile Banking A. a computer, enter your existing CGSB Access ID on the top right hand corner Download our app today for Apple® in the App Store® or AndroidTM in Google PlayTM. This app has the following features: of the page and click the “Enter” key or the burgundy arrow button. • Make Deposits • Check Balances • View Pending Transactions • Transfer Funds • Receive Account Alerts • View Transaction History with search functionality B. our BeMobile Banking App, enter your existing CGSB Access ID. • Find ATM and Office Locations 3. Do not enter your password. Select “I Am A First Time User” and click “Login”. Commercial users may also have the following features: 4. You will see a list of contact delivery points we have on record for you. Your contact information • Create single ACH payments from existing templates • View, approve, or cancel transactions will be partially masked. Click the blue bar of the most convenient option for a one-time Secure Access Code to be sent. Third party web access, data, and message rates may apply from your wireless provider. 5. Once the Secure Access Code is received from your chosen method click “Submit”. Mobile Deposit 6. Follow the steps to accept the First Time User disclaimer and review your profile. Gain the flexibility and convenience of depositing a check into your Bank of New Hampshire account whenever and wherever you want. 7. Select a permanent password. You can use your existing CGSB password if you would like. BeMobile Deposit is available through our BeMobile app. It’s easy, safe and the most convenient way to deposit checks. To enable Mobile Deposits: The next time you log in, you will be prompted again to receive a Secure Access Code however this time you will have the ability to register • Log in to your Online Banking account, then on the navigation menu, click “Preferences”. your device to avoid this process in the future. • Select “Mobile Deposit Enroll” and fill out the accompanying information to enable this feature. Please note: Your device must be configured to accept cookies from our site. Once your device has been registered, you will only be asked to enter your There is a $2,500 BeMobile deposit limit. Third party web access, data, and message rates may apply from your wireless provider. Access ID and password for future logins. If you delete the cookies on your browser or log in from a different computer, you will be prompted to obtain Touch IDTM a secure access code again. Now you can log into our BeMobile Banking app with the touch of a finger utilizing Apple®’s Touch IDTM! To enable Touch IDTM on your Apple® device: • Log into the BeMobile Banking app. HOME PAGE • From the main menu click “Preferences” and then select “Security Preferences”. TM The image on the right shows what our Online Banking home page looks like. We have highlighted some commonly used areas for you. • The next screen will have a Touch ID toggle button to turn on. • Once you have clicked the toggle on, you will see a description of the service, click “Continue”. 1. Accounts – Click an account to view the list of transactions and view • You will then be prompted to re-enter your Login ID and Password, click “Authorize” then press your thumb to the home button. details of the account. Touch ID is a trademark of Apple Inc. To utilize Touch IDTM, you must have a supported Apple device. 2. Check Deposit History – View recent Mobile Deposit history by clicking the “Accepted” button. Click on a listed deposit to view an Account Alerts image of that deposit. Keeping track of your deposit account(s) with real-time account alerts. Receive an email or text message for a low balance 3. Transfer Money Now – Transfers funds internally or externally with a few clicks. on your account or when a deposit or withdrawal has been made. To sign up for Account Alerts: • Log in to your Online Banking account, then on the left-hand navigation menu, click “Options”. 4. Pay Bills Now – Click to go to our Bill Pay Express screen. To view the full Bill Pay site, click the “Advanced” link on the top of the page or click • Select “Real-Time Alerts” and fill out the accompanying information to start receiving alerts. “Services” from the menu and then “Bill Pay Advanced”. Third party web access, data, and message rates may apply from your wireless provider. 5. Account Summary – View a graph illustrating your BNH accounts. eStatements Toggle through each account by clicking the “Next” link. If you click the Receive your account statements online via Online Banking. There is no cost for this service. eStatements are secure, safe and fast. “View Transactions” link, it will send you directly to the Transactions page. • E-mail notification from us informing you when your current account statement is ready for viewing. 6. Our Facebook Wall – see what’s happening at BNH with this real-time • Eighteen months of account statement history available to view on checking, savings, mortgage or consumer loans Facebook feed. To sign up for eStatements: • Log in to your Online Banking account, then on the left-hand navigation menu, click “Preferences”. BROWSER REQUIREMENTS • Select “eStatement - Enroll” and fill out the accompanying information to start receiving eStatements. We recommend that you always use the most current version of your web browser (i.e. Internet Explorer, Firefox, Chrome, Safari). Outdated browsers pose a Bank-to-Bank Transfers risk to you as they are less stable and vulnerable to viruses, spyware, malware, and other security issues. In order to utilize Bank of New Hampshire’s Online With Bank-to-Bank Transfers, move funds between your BNH accounts and your accounts held at other Banking, we require you to use a current version of the web browser. financial institutions located within the U.S. With Bank-to-Bank Transfers you can: • Schedule one-time or recurring transfers. DAILY CUTOFF TIMES • Move funds without associated costs. Bank-to-Bank Transfers is a free service for BNH Personal Online Banking users. Fees from your external financial institution may apply. Daily cutoff times will be expanded from what you are accustomed to. Below is a list of our daily cutoffs for a variety of services. Daily Bank-to-Bank Transfer Limits: Service BNH Cutoff • Inbound: $2,500 per day • Outbound: $2,500 per day Internal Transfers 6:00 p.m. To add an external account: External Transfers 4:00 p.m. • Log in to your Online Banking account, then on the left-hand navigation menu, click “Options”. Mobile Deposit 5:30 p.m. • Select “External Accounts” and follow the instructions on the page to add an external account. Bill Pay 4:00 p.m. Important: When establishing external accounts for bank-to-bank transfers, you must be an owner/signer on the external account. FREQUENTLY ASKED QUESTIONS Q - What is a Secure Access Code? Welcome to Bank of New Hampshire’s A - A Secure Access Code is a security measure we use to identify you and the device that you are logging in from. The code we send you is a temporary number and is not part of your password. The code can be sent to you as an email, text message, or telephone call. Online and Mobile Banking Secure Access Code Delivery Guidelines • Secure Access Code is never left on voice mail. • Unused Secure Access Code expires after 15 minutes. • Used Secure Access Code immediately expires and cannot be reused. Q – Can I add additional delivery points for the Secure Access Code? A – Yes, you can add multiple delivery points to make the process easier. Once logged in, click “Preferences” from the menu and then “Security Preferences”. Click “Secure Delivery” and then add as many new delivery points as you like. Q - I have selected “Register Device” but each time I log in, it makes me go through the Browser Registration process (where I have to get a Secure Access Code). Why? A – It appears that your device is not retaining the cookie used for Online Banking. Please contact our Customer Solution Center at 1-800-832-0912 for assistance. Q – How can I review the details of my account? A – If you click an account from the home page, you will be sent to the Transactions page which has all your account details including Interest Rate, Last Welcome to Bank of New Hampshire’s Online & Mobile Banking! We are excited to have you join us. Deposit Amount, Last Deposit Date, Interest Paid, and more. With the upcoming merger between Bank of New Hampshire and Community Guaranty Savings Bank, Q – How do I view an image of a check or deposit ticket? we would like to provide you with information about online banking and what it means to you. A – From the home page, click an account to go to the Account Details page. Any transaction that has an image will have a icon next to it. Click the trans- Enclosed are some details regarding how to access your accounts for the first time, an overview of action and the image will display. You have the ability to view the front and back of the item. You can also print the item. Click the transaction again to close the image. features as well as some frequently asked questions. Q – I currently have Bill Pay. Is anything changing? A – No, there will be no changes to your Bill Pay account or your existing payees. For a positive experience during the Online Banking upgrade it Q – I currently have Bill Pay. How do I access it in the new system? is critical that your email address and phone number(s) are current. A – We have two different Bill Pay experiences: Bill Pay Express and Bill Pay Advanced. Both options can be found in the menu under Services. You can also access Bill Pay Express from the upper right hand corner of the home page. We have a number of Online and Mobile Banking features that may be new to you, including: Bill Pay Advanced gives you the full functionality of the Bill Pay site. BNH P2P Transfers – Personal Online Banking users have the ability to transfer funds to any other Bank of New Hampshire Personal Online is good for making a quick payment to an established payee Bill Pay Express Banking user from within the system. You can conduct a one-time outgoing transfer or link their account for future outgoing only transfers. and is good when using your mobile device. Any scheduled payments will turn green and will indicate the date the payment is due to be sent. If you click “See Locations – Find the nearest BNH office or ATM using the Locations feature. Click on the office to get the hours of operation, address, payment history”, a graph will display with the last 5 payments made. Clicking the pencil icon will allow you to edit your payee. and step by step directions. Q - What format can I export my transactions? Online Education Center – We have developed a video library to walk you through all the Online and Mobile Banking features. There are A - Our Online Banking system supports the following export formats: Quicken (qfx), also illustrated guides if you prefer. The Online Education Center can be found on our website under the Online Banking tab. Quickbooks (qbo), Microsoft OFX (ofx), Spreadsheet (xml), and Spreadsheet (csv). Open A New Account – Need a new deposit account? You can open a new checking or savings account from within Online and Mobile Q – Can I nickname my accounts and choose the sequence they display? Banking. A – Yes, you can nickname your BNH accounts and any external accounts you have added for Bank-to-Bank Transfers. You can also change the order in which the accounts Reorder Deluxe Checks – If you’re low on checks, you can order more within Online Banking. are displayed. The same can be done for any accounts utilized for Text Banking. The buttons on the top of the page allow you to toggle between Online and Text Banking. Text Banking* – Text banking enables you to send us a text message for a balance inquiry, transfer funds between BNH accounts and To make a change, simply click the “Edit” link above your list of accounts or from the request recent activity on your account. menu click “Preferences” > “Display Preferences.” Here you can enter your preferred description or change the display sequence. Themes – You have the ability to change the theme of your Online and Mobile Banking experience. Themes available include Kids, Teen, Large Font, and our Standard theme. Q – I currently have Quicken or QuickBooks. Will I still be able to use? A - Bank of New Hampshire offers Web Connect functionality for both Quicken and * Third party web access, data, and message rates may apply from your wireless provider QuickBooks. Please contact our Customer Solution Center with any questions. IMPORTANT DATES Online banking will be down starting at 6:00 p.m. on Friday, May 6th to 10 a.m. Sunday, May 8th. To assist you with your first time login, ourCustomer Solution Center will be fully staffed to answer your questions from 1:00 p.m. to 4:00 p.m. on Sunday, May 8th. 1.800.832.0912 LOGGING INTO BNH ONLINE & MOBILE BANKING ONLINE BANKING FEATURES

When you log into our system for the first time, you will only need your CGSB Access ID. You will not need your CGSB password. To login: Managing your banking needs has never been easier. Our Online Banking services give you the flexibility to securely manage your finances anytime, 1. Visit BankNH.com or use our BeMobile Banking app. anywhere. 24 hours a day, 7 days a week, you have secure access to your Bank of New Hampshire accounts. 2. If you are using: BeMobile Banking A. a computer, enter your existing CGSB Access ID on the top right hand corner Download our app today for Apple® in the App Store® or AndroidTM in Google PlayTM. This app has the following features: of the page and click the “Enter” key or the burgundy arrow button. • Make Deposits • Check Balances • View Pending Transactions • Transfer Funds • Receive Account Alerts • View Transaction History with search functionality B. our BeMobile Banking App, enter your existing CGSB Access ID. • Find ATM and Office Locations 3. Do not enter your password. Select “I Am A First Time User” and click “Login”. Commercial users may also have the following features: 4. You will see a list of contact delivery points we have on record for you. Your contact information • Create single ACH payments from existing templates • View, approve, or cancel transactions will be partially masked. Click the blue bar of the most convenient option for a one-time Secure Access Code to be sent. Third party web access, data, and message rates may apply from your wireless provider. 5. Once the Secure Access Code is received from your chosen method click “Submit”. Mobile Deposit 6. Follow the steps to accept the First Time User disclaimer and review your profile. Gain the flexibility and convenience of depositing a check into your Bank of New Hampshire account whenever and wherever you want. 7. Select a permanent password. You can use your existing CGSB password if you would like. BeMobile Deposit is available through our BeMobile app. It’s easy, safe and the most convenient way to deposit checks. To enable Mobile Deposits: The next time you log in, you will be prompted again to receive a Secure Access Code however this time you will have the ability to register • Log in to your Online Banking account, then on the navigation menu, click “Preferences”. your device to avoid this process in the future. • Select “Mobile Deposit Enroll” and fill out the accompanying information to enable this feature. Please note: Your device must be configured to accept cookies from our site. Once your device has been registered, you will only be asked to enter your There is a $2,500 BeMobile deposit limit. Third party web access, data, and message rates may apply from your wireless provider. Access ID and password for future logins. If you delete the cookies on your browser or log in from a different computer, you will be prompted to obtain Touch IDTM a secure access code again. Now you can log into our BeMobile Banking app with the touch of a finger utilizing Apple®’s Touch IDTM! To enable Touch IDTM on your Apple® device: • Log into the BeMobile Banking app. HOME PAGE • From the main menu click “Preferences” and then select “Security Preferences”. TM The image on the right shows what our Online Banking home page looks like. We have highlighted some commonly used areas for you. • The next screen will have a Touch ID toggle button to turn on. • Once you have clicked the toggle on, you will see a description of the service, click “Continue”. 1. Accounts – Click an account to view the list of transactions and view • You will then be prompted to re-enter your Login ID and Password, click “Authorize” then press your thumb to the home button. details of the account. Touch ID is a trademark of Apple Inc. To utilize Touch IDTM, you must have a supported Apple device. 2. Check Deposit History – View recent Mobile Deposit history by clicking the “Accepted” button. Click on a listed deposit to view an Account Alerts image of that deposit. Keeping track of your deposit account(s) with real-time account alerts. Receive an email or text message for a low balance 3. Transfer Money Now – Transfers funds internally or externally with a few clicks. on your account or when a deposit or withdrawal has been made. To sign up for Account Alerts: • Log in to your Online Banking account, then on the left-hand navigation menu, click “Options”. 4. Pay Bills Now – Click to go to our Bill Pay Express screen. To view the full Bill Pay site, click the “Advanced” link on the top of the page or click • Select “Real-Time Alerts” and fill out the accompanying information to start receiving alerts. “Services” from the menu and then “Bill Pay Advanced”. Third party web access, data, and message rates may apply from your wireless provider. 5. Account Summary – View a graph illustrating your BNH accounts. eStatements Toggle through each account by clicking the “Next” link. If you click the Receive your account statements online via Online Banking. There is no cost for this service. eStatements are secure, safe and fast. “View Transactions” link, it will send you directly to the Transactions page. • E-mail notification from us informing you when your current account statement is ready for viewing. 6. Our Facebook Wall – see what’s happening at BNH with this real-time • Eighteen months of account statement history available to view on checking, savings, mortgage or consumer loans Facebook feed. To sign up for eStatements: • Log in to your Online Banking account, then on the left-hand navigation menu, click “Preferences”. BROWSER REQUIREMENTS • Select “eStatement - Enroll” and fill out the accompanying information to start receiving eStatements. We recommend that you always use the most current version of your web browser (i.e. Internet Explorer, Firefox, Chrome, Safari). Outdated browsers pose a Bank-to-Bank Transfers risk to you as they are less stable and vulnerable to viruses, spyware, malware, and other security issues. In order to utilize Bank of New Hampshire’s Online With Bank-to-Bank Transfers, move funds between your BNH accounts and your accounts held at other Banking, we require you to use a current version of the web browser. financial institutions located within the U.S. With Bank-to-Bank Transfers you can: • Schedule one-time or recurring transfers. DAILY CUTOFF TIMES • Move funds without associated costs. Bank-to-Bank Transfers is a free service for BNH Personal Online Banking users. Fees from your external financial institution may apply. Daily cutoff times will be expanded from what you are accustomed to. Below is a list of our daily cutoffs for a variety of services. Daily Bank-to-Bank Transfer Limits: Service BNH Cutoff • Inbound: $2,500 per day • Outbound: $2,500 per day Internal Transfers 6:00 p.m. To add an external account: External Transfers 4:00 p.m. • Log in to your Online Banking account, then on the left-hand navigation menu, click “Options”. Mobile Deposit 5:30 p.m. • Select “External Accounts” and follow the instructions on the page to add an external account. Bill Pay 4:00 p.m. Important: When establishing external accounts for bank-to-bank transfers, you must be an owner/signer on the external account.