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Online Banking Help
The information below is designed to answer questions about online banking including: what system and software settings are required; how to access online banking for the first time; and how you can continue to quickly and conveniently manage your finances online.
Online Help Topics
|Use online Banking||Troubleshooting|
Access Online Banking
Online Banking System and Software Requirements
Online Banking is optimized for use with certified/recommended browsers. if you use a different browser than listed below, you may not be able to take full advantage of all the features of our site. Beta versions of browsers and operating systems are not recommended or supported.
Click below to view individual settings for recommended online banking browsers.
|Recommended Operating Systems||Other System Settings|
|Online Banking||Online Bill Pay|
|If you have verified the browser version and settings and checked the common log-in issues, and checked the website/online banking functions, but are still experiencing a problem, please contact us by clicking on the link below.
||Only technical support issues should be reported. To close your Bill Pay Account please click on the link below.
Access your account in 4 easy steps.
First time users will click on the click here to register link located above the user ID and password fields. All you need to register is your personal information, email address and your 10-digit User ID/Access Number that you were assigned when you opened the account.
Once you submit your application you will receive two emails. The first will confirm your application and the second will inform you when your access is complete.
To request a change listed below simply log into your online banking. From the home page click on the "My Settings" link in the top right hand corner. From the pop up box, you can update any information on your Online Banking profile:
Refer to the chart below for frequently asked questions about FREE Online Statements:
|Q.||How do I sign up?|
|A.||Simply log onto Online Banking and click on the Additional Services tab and choose Online Statements.|
|Q.||How much does the new Online Statement option cost?|
|A.||Just like the paper statement that is mailed to our customers each month, ViewPoint Bank's online statement option is free.|
|Q.||What is the difference between the Online Statement option and the account history that I can currently see in Online Banking?|
|A.||The account history that you currently see in Online Banking is provided as a tool to help you reconcile your accounts and can also be downloaded into several different money management programs. The history is also updated daily to provide you an up-to-the-minute view of what has and has not cleared your account. However, the Online Statement provided is an exact copy of the printed version you are currently receiving in the mail at the beginning of every month. It is also available online for a longer time frame. It is the official record of the account and is considered legal proof of your account. For example, you could print a copy of your Online Statement to use when making application on a mortgage loan. The account history you have in Online Banking cannot be used as proof of your account.|
|Q.||If I am a registered Online Banking User am I automatically signed up to receive the Online Statement?|
|A.||No. The statement will be available to ONLY those customers that select that option.|
|Q.||So how can I sign up for this service?|
Once you log onto Online Banking and click on the Additional Services tab and choose Online Statements. When you click on it the first time, you will get the "application" page. You will need to read and accept the following disclosure:
Once you hit submit... your next statement will be delivered online and no paper statement will be mailed.
|Q.||Can an employee of ViewPoint Bank set this up for me?|
|A.||No. Only you can set this up. There is no way for an employee to start this service for you.|
|Q.||Do I need any special software to view the new Online Statement?|
|A.||Yes—Adobe Acrobat Reader is required. If Adobe Acrobat Reader is not already on your computer, you can download it for free. The link is available on the online statement page for downloading.|
|Q.||Once I'm signed up, how do I view my monthly statements online?|
|A.||You will simply need to click on the Additional Services tab and choose Online Statements within Online Banking to view your statement. Your statement will usually be available within the first three business days of the month. No more waiting until the middle of the month for the paper statement! And, if you would like, we can even notify you by email when the statement is available for viewing.|
|Q.||How many statements will be available for viewing?|
|A.||Since the online statements only begin when you register for the service, there are no past statements available for viewing. However any statement delivered after your sign up date will retain online for 18 months before purging. After that time, you may get a printed copy of your statement for a fee by visiting a bank location or calling our Contact Center at 972-578-5000.|
|Q.||Can I print or download my statements for my records?|
|A.||Yes. You will have the choice of printing your statements or downloading them to a disk or your computer hard drive.|
Click Log Out at the top right corner of the screen. This feature signs you out of Online Banking and returns you to the home page and is a recommended security feature. This step will protect you from someone else accessing your account while your computer is unattended before your session times out.
Need to change your address or place a stop payment? You no longer need to visit a bank to initiate these transactions. Simply log-on to Online Banking.
You can download your current transactions into a Personal Financial Management application such as Quicken, Quick Books and MS Money. There are two ways to download these files once you are logged into Online Banking. The first option is available on the top right of the Account History screen. This will download the information displayed for the selected account. The other method for exporting your financial data is by the Account Export link located directly under the tabs in the Account Access section. This option will allow you to select the account you would like history on, as well as the date range preferred. Once you have used the drop down menus to select your preferences, click the Download Data button to save the formatted file. You will need to check with your software support or help information to determine the file type it will accept
When you transfer money online, your transfer will take place immediately during regular business hours provided there are no holds on your accounts and the funds are available for transfer. Transfers done after hours will show up in your account immediately but will not be effective until the next business day. For example, if you make a loan payment at 10:00 p.m. on Thursday evening, the payment will be credited to your loan on Friday.
If you attempt to transfer more than the available balance, you will receive an error message with the reason identified.
A transaction results page with a reference number will be displayed after you process the transfer. This page will include the date the transaction will be posted as well as the previous and new balances in each account. We suggest printing this page for your records.
Once you have logged into Online Banking, click the Account Access option. To view detailed account activity, including deposits, withdrawals, and transfers, just click the corresponding account title from the Account Summary page. Transactions will post in pending mode until the next business day. That means on the day of transaction you will see Pending Credit for deposits, and Pending Debit for some withdrawals. Then the next business day you will see the full transaction description. ViewPoint Bank provides access to account information in between the printing of regular statements. Once the statements are available to customers, the information begins to condense and purge to make room for the new transactions. Although some older information may appear, it may be in a condensed format in preparation for purging. If condensing has occurred, instead of individual transactions, there could be several transactions listed for the total amount. Accounts with less transaction history may span a longer time frame available for viewing and/or download.
Block pop-up windows
* It is recommended that Block pop-up windows be turned OFF because Internet Banking utilizes pop-up windows (e.g. Printer Friendly window, etc.).NOTE: Block pop-up windows can also be turned on/off from the Safari menu
Refer to the list below for answers to common Online Banking issues:
Cookies are small pieces of information that a server gives to a user and then the user provides back to the server on subsequent pages, actions or visits. There are two types of cookies:
Some browsers offer an option that allows you to accept only the cookies being sent back to the originating server. Enabling this function will allow you to have a user session without all the cookie alerts.
From anywhere within Online Banking, you can download your transactions into a Personal Financial Management application such as Quicken, MS Money and others. This process will help eliminate entering some of the information manually into your software.
ViewPoint Bank provides access to account information in between the printing of regular statements. Once the statements are available to customers, the information begins to condense and purge to make room for the new transactions. Although some older information may appear it may be in a condensed format in preparation for purging. If condensing has occurred, instead of individual transactions, there could be several transactions listed for the total amount. Accounts with less transaction history may span a longer time frame available for download.
There are two ways to download these files into your PC. The first, and easiest, option is available on the bottom of the Account History screen. The Quick Export function allows the user to select specific date range to download for that account.
*Although some older information may appear it can be in a condensed format (instead of individual transactions there is one amount) in preparation for purging.
Use the drop down menu to select the format compatible with your PFM software. By clicking on the Export Account button at the bottom of the screen this will download the transactions and the date range currently shown on the screen.
The other method for exporting your financial data is by clicking on the Account Export link right under the Account Summary tab in Online Banking. This option will allow you to select the account you would like history on, as well as the date range preferred.
Once you have used the drop down menus to select your preferences, click the Download Data button to save the formatted file on your PC.
ViewPoint Bank stores up to approximately 3 months of data, depending on the account activity, in Online Banking for your access. Both of these methods will allow you to save the formatted file which may be imported into your PFM software.
In some instances to correct the error, you will need to know your TouchTone Teller PIN Number. This number is the password you use to gain access to our automated telephone system. If you do not know this number, please contact us at 972-578-5000 during business hours for assistance.
The error messages and error numbers you may encounter are identified below. If you find an error message not listed below, please contact us and provide the wording of the message rather than the error number.
Your identity cannot be verified. Check your user ID and try again or contact your financial institution for further assistance.
This message indicates your user ID is incorrect. Please verify your user ID and try again.
Your password cannot be verified. Please verify and try again.
This message indicates your password is incorrect. Please check the following:
The system will allow 5 password attempts and then become locked on the 6th try. The account may be reset clicking on the forgotten password link on the log-in page or by calling 972-578-5000.
An internal error has occurred. This will stop all further processing and any access to all portions of the Internet Account Access by this software during this session. You are required to return to the log-in screen to start a new session.
This indicates you did not accept the "Cookies" presented. In order to enter the secured encrypted site you must accept the "Cookie". Since there are several cookies within the Account Access, you may want to disable the Cookie alert within your browser while viewing your account information. This can be controlled within the Options section of your browser.
You must have your password reset. Please call 972-578-5000 from 7 a.m. - 7 p.m., Monday - Friday and 9 a.m. to 1 p.m. on Saturdays.
Please wait 15 minutes and try again. Any of these messages indicates the system is down and currently unavailable. In these situations, the system will automatically notify our staff of the problem and we will do our best to get the system back up as quickly as possible. Frequently the downtime will be 15 minutes or less.
Please check the user ID and password entered.
Please check the user ID and password entered.
Please wait about 15 minutes and try logging in again. Our site is monitored so any down time will be detected and corrected as soon as possible. If there is extended down time due to maintenance or unforeseen circumstances we will post a notice on the log-in screen.
Refer to the following frequently asked questions for answers to log-in problems:
|Q.||I forgot the new password I selected for Online Banking. How can I access it now?|
|A.||You can call us at 972-578-5000 or through Live Chat and we can reset your password to your TouchTone Teller PIN Number which you can then use to log into Online Banking. For security purposes, you will then be required to reset your password to something new.|
|Q.||What is a TouchTone Teller PIN Number?|
|A.||Your TouchTone Teller PIN Number is the password you use to access your accounts through our automated telephone service.|
|Q.||What if I do not know my TouchTone Teller PIN Number?|
|A.||For your security, this number is not reflected anywhere in our records. If you are unsure what your TouchTone Teller PIN Number is currently, you may have it updated by calling 972-578-5000.|
|Q.||How come my password is no longer recognized?|
|A.||The first time you log into Online Banking you are taken to the User Options screen to change your password. The password is case sensitive and must be typed exactly the same as the first time so watch your Caps Lock key.|
|Q.||Why is my user ID not being recognized?|
|A.||The user ID must be entered without any hyphens, surnames, or zeroes in front of it.|
|Q.||I am entering my TouchTone Teller PIN Number but it is not being recognized. Why?|
|A.||When you originally selected a TouchTone Teller PIN Number, you may have selected a word or letters for your PIN Number. The TouchTone Teller automatically converts words or letters to numbers but your computer keyboard does not. If you are using a word or letters as your password, use your telephone keypad to determine the numerical equivalent that may be used on your computer.|
|Q.||I have been locked out due to invalid successive logins. How do I get unlocked?|
|A.||You can call us at 972-578-5000 or through Live Chat and we can reset your password to your TouchTone Teller PIN Number which you will use to log in. For your security, you will then be required to reset your password to something new.|
|Q.||The user ID and password disappear when I hit the Enter button. What does this mean?|
|Q.||I keep getting a request to enter my user ID and password even though I have already entered it. What should I do?|
|A.||This situation occurs when the Java Script function of your web browser is turned off. It can be enabled in the Options section of your browser.|
Internet Connection: Recommended Browser with 128-bit encryption. The browser should be set to accept cookies, a medium security setting and Java enabled. Settings can be accessed in the Options or Preferences section of your browser.
File Types Available to Export from Online Banking:
Determining the Version of Your Browser:Please be aware that as the Internet grows so does the technology supporting it. Browsers that work today with Online Banking, may become obsolete in the future. To find out what version on the browser you are using:
This screen displays the date of your last successful log-in and the number, if any, of unsuccessful log-in attempts since your last successful login. An example of an unsuccessful log-in message is shown above.
An unsuccessful log-in attempt is recorded when the wrong password is entered for your account. The most common reason for an unsuccessful log-in attempt is a mistyped password or the Caps Lock key in the incorrect position. In this instance, you will receive an error message and will be returned to the sign-on screen to re-enter your password. If you have not logged into Online Banking for more than 6 months, your account has reverted back to New User status. You will need to enter your current TouchTone Teller PIN for access. If your password is entered incorrectly 5 times in a row your account will be locked and you will have to contact us at 972-578-5000 to regain access.
This information will help you monitor the usage of your Online Banking account. If you find a pattern of either successful log-ins or unsuccessful log-in attempts that you cannot account for please contact us immediately.
For information about using the other features on this screen, take a look at our Online Banking Demo.
This option allows you to customize several features of your online access.
|Password||You can change your password here at anytime. ViewPoint Bank will never require you to reveal your password to anyone on our staff. It should be kept confidential. For added security, we recommend you change your password at least every six months. To change your password, you will be prompted to enter your current password once and your new password twice.|
|Timeout||If after logging in to Online Banking, you do not make any entries for several minutes, the session will "timeout". You will have to log in again to use Online Banking. This feature is provided for your security. It should prevent someone you have not authorized from accessing your account when you are away from your computer. The default setting for this feature is 15 minutes. You may customize the timeout period to up to 60 minutes.|
|Email Address||You may update your email address on currently on file with ViewPoint Bank. Doing so will help insure we can reach you with important information about Online Banking. If you prefer, you may have your email address removed from our records by checking the appropriate box and clicking on Change Email Address.|
|Change History Date Range||When you access detailed history on an account, the default setting will retrieve the current month's transactions. You may customize this feature to automatically include more history as well. You may set it to select history from the first of the previous month through today or 30 days back through today.|
Sign up for email account alerts and keep a watchful eye on your money. You’ll receive an email whenever any account transaction occurs, such as a check clearing or a direct deposit. It’s easy, convenient and just one more way to protect yourself from unwanted surprises.
Sign up when you log onto online banking.