Online Banking Frequently Asked Questions

What’s changed? ………………………………………………………………………………………1

Account Activity ………………………………………………………………………………………2

Transfers/Bill Pay ………………………………………………………………………………………3

Maintenance/Services ……………………………………………………………………………..4

Business Entitlements ……………………………………………………………………………..5

Business ACH Payments ……………………………………………………………………………..6

We are excited to share our revamped Online Banking with you! We’ve spent some time creating a better online experience and hope you enjoy the new look and feel.

What’s changed?

What has changed in overall Online Banking?

The online interface and navigation has been greatly improved, making it easier for you to complete your banking needs online. After login, you will be directed to the My Bank page, which provides a summary of your banking information with top navigation tabs and links to frequently-used banking services. The My Bank summary page displays the following features:

. A summary of your account, loan, and credit card balances . Access to Quick Transfers for moving money between accounts quickly . A new Info Center to inform you of unread security alerts, account messages, and personal reminders . A quick view of your most recent pending, cleared, and scheduled transactions . A printer-friendly view of your My Bank summary page

The Services page has also been redesigned to organize links to other online services into different categories to help you find what you’re looking for.

What has changed specifically for Business Online Banking?

The My Bank page is a new feature for Business Online Banking. This page shows your account balances and gives you other highly used features like quick transfers, message inbox and most recent transactions, all on one page.

. For businesses that use Dual Authorization, it is now easier to see actions that require your approval. The information is viewable in the Info Center of the My Bank page. . The Admin tab allows CSAs (Customer System Administrators) to create new users, reset user passwords, and update entitlements without calling or going into a branch. Account Activity

How do I hide or unhide accounts from view?

Accounts on the My Bank page are separated into account types, such as Checking, Savings, Credit Cards, Loans, etc. To hide or unhide an account type, click on the arrow icon to the right of each account type.

You can also create a My Favorites View from the My Bank View dropdown. This option allows you to create different views of accounts, simply by selecting which accounts you would like shown on your My Bank page.

If you would like to hide or unhide an account from all of Online Banking, use the Account Preferences feature, found on the Home tab, under the Preferences sub menu. Account Preferences allows you to select which accounts should display throughout your Online Banking, as well as to select which account is your preferred account. Preferred accounts become the default account when you view account activity, including in the Transactions section on the My Bank page.

Where can I download transactions?

In the Accounts tab, select Balances in the sub menu. Locate the Download drop down menu in the Accounts panel. From this drop down menu, select Quicken, QuickBooks, or Comma Separated (.csv) file to download your account transaction history.

Where can I see check, deposit, or withdrawal slip images?

To view transaction images, click on your account in Account Balances from the My Bank page—or select Activity under the Accounts tab. Make sure you are viewing the correct account in the selection menu. Once you locate the transaction, click on the link in the Transaction column to view an image of the item. If an image is available, there will be an orange check image next to the transaction.

Note: To narrow your search, you may need to use the Search By options to adjust the date range or to display only checks or deposits.

Where can I find eStatements and eNotices?

Access your eStatements and eNotices from the submenu link titled eStatements/eNotices under the Accounts tab. You can also find a link on the Services page, under the My Account Documents list.

Note: If you are a business client with limited user access, please contact your Customer System Administrator (CSA) to ensure this service is enabled in your user/account entitlements.

Transfers/Bill Pay

Where can I find Bill Pay?

Bill Pay is located under the Payments tab.

How do I schedule recurring transfers or transfers for a future date?

From the Transfers tab, select Create Transfer from the sub-menu or by clicking the Create Transfer link to the right of the Transfers panel.

1. To create a transfer for a future date, click on the calendar icon next to the date. After you have entered your preferred future date, the From and To accounts, and the transfer amount, click the Preview button. 2. To schedule a recurring transfer, click the checkbox next to Make This a Recurring Transfer. Select the frequency (Every Week, Every Two Weeks, or Monthly) from the dropdown menu. You can also select the number of transfer occurrences or click the checkbox next to No End to continue the transfer ongoing.

How do I cancel a transfer?

From the Transfers main page, select the Scheduled sub tab in the data area. A list of future-dated transfers will display. Click on the account link under the From Account column to edit the transfer. To cancel the transfer, click the Delete button. You will be asked to confirm cancellation of the transfer.

Note: Pending transfers cannot be deleted or edited.

How do I edit or delete a recurring or future transfer?

From the Transfers main page, select Scheduled sub tab in the data area. A list of future-dated transfers will display. Click on the account link under the From Account column to edit the transfer. For recurring transfers, make sure to select one of the following options at the top of the page:

1. The series of transfers: allows changes to the recurring transfer settings, or 2. The current transfer only: allows changes to the current transfer selected. From this page, you can then edit the From and To accounts, the amount, date, recurring rules (if applicable), and the memo. Click Preview to review your transfer changes and Submit to confirm.

What is a Transfer to a Friend account?

This feature allows you to transfer money to your friend’s Vectra Bank account that you do not own. Friend Accounts display in your Transfer To drop down list when creating a transfer.

How do I add a Transfer to a Friend Account online?

Click on Other Accounts under the Transfers Tab. Select the Add Friend’s Vectra Account link to the right of the Friends Account panel and follow the prompts.

Note: In order to add the Friend Account, you must know their account number and they must be enrolled in Personal or Business Online Banking.

What is an External Account? (Personal Online Banking only)

External Transfers allow you to transfer money to or from your Vectra Bank account to an account you own at another financial institution.

Note: Please allow 1–2 business days for the transaction to process at your other financial institution.

How do I add an External Account? (Personal Online Banking only)

Click on Other Accounts under the Transfers Tab. Select the Add My External Account link to the right of the External Transfer Accounts panel and follow the prompts. After you complete the online form, two small deposits and one withdrawal transaction will be sent to your External Account. You must verify the small deposits to confirm you are an authorized owner of that account.

Note: In order to add the External Account, you must be an owner of that account, know the account number and the account type (checking or savings), and verify that you can access the account. Please allow 1–2 business days for the two small deposits and withdrawal transaction to process at your other financial institution.

How do I verify my new External Transfer Account? (Personal Online Banking only)

Select Other Accounts from the Transfers tab. Under the External Transfer Accounts panel, your active and pending External Accounts will display. Your new External Account will show a status of In Progress while we send the small deposits to the External Account. After the small deposits have been processed by your other financial institution, the status will change to Verify. Click on the Verify link to enter the small deposit amounts received in your External Account.

Maintenance/Services

How do I change my preferred Online Banking email address?

From the Home tab, under the Preferences sub menu drop down, select Address/Email Preferences. Or, from the Services tab under My Preferences panel, select Address/Email Preferences. Click on the Change Email link in the lower right corner. From this Manage Delivery Options page, you can add a new email address by clicking the Add Delivery Options button. Enter the nickname, address, and click the check box in the Preferred column. Click the Submit button to review and confirm your changes.

Note: New email addresses must be verified before they are added to your profile. An email will be sent to the new email address with a Confirmation Code that must be entered when you preview your email request in Online Banking.

How do I remove an email address?

From the Home tab, under the Preferences sub menu drop down, select Address/Email Preferences. Or, from the Services tab under My Preferences panel, select Address/Email Preferences. Click on the Change Email link in the lower right corner. From this Manage Delivery Options page, click on the check box to the far right of the email address entry and click the red “x” button to delete the email address.

Note: there must always be at least one email address in your online profile.

What is Enhanced Account Protection (EAP)?

Enhanced Account Protection is an SMS transaction-based authentication service that helps safeguard certain Online Banking activity by using your mobile phone for authentication.

Please refer to our complete EAP Frequently Asked Questions by clicking here.

How do I enroll in Enhanced Account Protection (EAP)?

To enroll in Enhanced Account Protection, please go to your local branch or call Online Banking Customer Support at 1-800-884-6725 Monday to Saturday, 7am – 8pm MT.

Business Entitlements

How do I add a new user? (Business Online Banking – CSA Only)

Select the Admin tab and click on Add a New User. Follow the prompts to assign a Login ID and temporary password, and to assign the security level and user access. Once you are done, the new user can login to Online Banking.

How do I entitle users? (Business Online Banking – CSA Only)

Select the Admin tab to view a list of existing users. Select the user you wish to entitle by clicking on their name. Under User Access, select from the following options:

1. Full: The user will have read and write access for all existing and future accounts and services. 2. Custom: The user will have restricted access to certain accounts and services that you choose from the account entitlements settings, which will display on the next page if this option is selected. 3. None: The user will not have any access to accounts or services.

Note: If additional access is being granted to a user, the user may need to log out and back into Business Online Banking to see the change.

How do I reset user passwords or change user Login IDs? (Business Online Banking – CSA Only)

Select the Admin tab to view a list of existing users. Select the user you wish to reset by clicking on their name.

1. To reset the password, click on the Reset Password hyperlink. Enter and confirm the new temporary password before hitting the Submit button. 2. To change a user Login ID, edit the text in the Login ID field and then click the Save and Continue button. What is Dual Authorization? (Business Online Banking Only)

Dual Authorization is an optional service that enables a company to require TWO business users to make entitlement changes or to approve certain transactions initiated by another user. This prohibits one person from changing access or moving money without a second person’s review.

How do I enroll in Dual Authorization? (Business Online Banking Only)

To enable Dual Authorization go to your nearest branch to complete a Business Online Banking Application (or Addendum), or call Online Banking Support at 1-800-884-6725 Monday – Saturday, 7am – 8pm MT to request this service.

Business ACH Payments

How do I add an ACH Recipient for Direct Deposit (Employee Payroll)? (Business Online Banking Only)

Under the Payments tab, go to the Recipients drop down menu and select Create Recipient. Or, from the Recipients page, choose the Create Recipients link to the right of the Recipients panel. Create a Recipient ID, enter the contact information, select the Recipient Type as ACH, and enter the bank information for the recipient. Click the Preview button; confirm the request before you Submit.

Note: In order to add Recipients, you must know the account number and routing/transit number at their financial institution.

How do I create a template for Direct Deposit (Employee Payroll)? (Business Online Banking Only)

Under the Payments tab, go to the Templates drop down menu and select Create Direct Deposit Template. Or, from the Templates page, choose Direct Deposit from the Create New Template dropdown. Enter the template name and account to pay from before selecting Preview. Add Recipients to your template by selecting the following links to the right of the Recipients panel:

1. Create New: Set up a new recipient for the template. These recipients are also added to your main recipients list for use in other templates.

2. Choose from Recipient List: Select recipients already created from your main recipients list. Once recipients are added, you can set default payments amounts for each recipient. To complete the Template, click the Preview button to review the information and then click Submit.

How do I view my existing templates for Direct Deposit (Employee Payroll)? (Business Online Banking Only)

From the Payments tab, select Templates. Your existing templates for Direct Deposit will display. Use the Initiate button next to the template if you would like to create a new payment from that template.

How do I schedule recurring ACH payments or ACH payments for a future date? (Business Online Banking Only)

From the Payments tab, select Create Direct Deposit from the ACH drop down menu. You can also use the Initiate button next to the template already created on the Templates page. The Effective Date defaults to the next available payment date. You can select a future date if needed by clicking on the calendar icon to the right of the date. To make the ACH payment recurring, select the checkbox next to Make This Payment Recurring. Complete the rest of your payment details before selecting the Preview button to review your request. Select Submit to confirm the request.