Online Banking Help

Online Help Topics

Click the links below for more information about the topic.

Using Online Banking	Troubleshooting
Access Online Banking Account Change Requests Customize Online Banking Options Email Account Alerts FREE Online Statements Log Off Online Banking Online Forms Quicken/QuickBooks/Money Downloads Reorder Checks Request a Stop Payment Transfer Between Your ViewPoint Bank Accounts View Account Balances View Check Images View Recent Transaction History	AOL Browser Settings Browsers Supported Common Issues CompuServe Users Cookies Download to PFM Software Error Messages Log-In Problems System and Software Requirements Unsuccessful Log-In Tracking User Options

Contact Support

Online Banking	Qwik 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. For payment verification please call 866-213-6185 (7 a.m. - 9 p.m. Monday - Friday and 8 a.m. - 5 p.m. on Saturdays). To close your Qwik Pay Account please click on the link below.

 

How to Access Online Banking

Access your account in 4 easy steps.

1. Access the home page and locate Log In to Online Banking.
2. Type the 10-digit User ID or Access Number you received at account opening in the box provided. If you need assistance, click here to contact a customer service representative. Do not use hyphens or spaces.
3. Tab down and type the password you set up when you registered in the box labeled Password.
4. Click the Enter button.

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.

Account Change Requests

We offer several account change options online. To request a change listed below simply log-on to Online Banking, click the Additional Services tab and then select Online Forms.

• Address Change
• Change Loan Payment Method
• Check Copy Order
• Checking Account Type Change Request
• Home Equity Line of Credit Draw Authorization
• Payoff Request
• Wire Transfer Request

Refer to the chart below for requirements when requesting a change to an account signer:

Name Change	A signature and verification is required for a name change. If your driver's license does not show the new name, you must bring the certified document (e.g., certified marriage certificate) showing the change. You can sign a new signature card and provide verification at any location
Add a Joint Signer	An application and a new signature card is required to add a joint signer. All account owners (any existing and any new) must sign it. In addition, the new account owner must also provide identification. To make this change you can visit any location or call 972-578-5000 to have the paperwork mailed to you.
Removing a Signer	An account owner cannot be removed. The account should be closed and then reopened with the applicable owners.

Customize Online Banking Options

We offer several options to customize your Online Banking access or to change options. To request a change listed below, simply type ViewPoint Bank's secured Internet Account Access and click the Preferences link located at the very top on the right side of the screen. Then click the title of the change you would like.

• Change Your Online Banking Password
• Change Timeout (Your timeout period determines the amount of time between pages that your session is valid. Lower numbers offer more security while higher numbers offer more convenience.)
• Change Email Address
• Change History Date Range (This allows you to customize the range of dates that is initially shown on the account history page.)
• Online Statement Options (This allows you to change back to paper statements once you have selected to receive statements online.)
• Change Start Date (This option lets you choose the first page you will view each time you log-in to Online Banking.)

FREE Online Statements

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 Online Statement Button at the top of the page.
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?
A.	Once you log on to our online Account Access, there will be an Online Statement link directly under the tabs. When you click on it the first time, you will get the "application" page. You will need to read and accept the following disclosure: Online Statements E-Sign 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 Online Statement link 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.

Log-off Online Banking

Click Sign Off 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.
 

Online Forms

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.

• Address Change Request: You can change your address or phone number using this secured online form. All requests are processed during the business hours of 9 a.m. to 5 p.m. CST, Monday through Friday. To avoid interruption in the receipt of statements and other mailings, please submit this request at least five (5) business days prior to the end of the month.

• Stop Payment Order: Place stop payments online and save a trip to the branch. These requests can be entered online and will be processed no later than one business day from the date of the notification.

• Customer Account Maintenance: You can change your account type, order duplicate statements and check copies with a simple click on the Additional Services tab inside of Online Banking. Find the Online Forms link underneath this tab to get started.

• Ordering Checks: To order your ViewPoint Bank Checks online, simply click on the Check Order button found at the top of your Online Additional Services. 

• Overdraft Protection Changes: You can change the account that your overdraft protection debits from online.

• Loan Payment Changes: Changes your loan payment method using our convenient online secure form.

Quicken/QuickBooks/Money Downloads

You can download your current transactions into a Personal Financial Management application such as Quicken 99 to 2004, MS Money up to 2005 and others. There are two ways to download these files once you are logged into Online Banking. The first option is available on the bottom 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 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.

For instructions on how to download into QuickBooks 2005 - 2006, click here.

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. Past history is available only in the regular monthly statement format.

Quicken Users: The newer versions of Quicken, beginning with Quicken 99, were designed to accept downloaded QIF files that contain 4 digit years after 1999. However, older versions can only accept downloaded files with years in a 2-digit format.

If you are using Quicken 98 or older, select the export format for 2 digit years, labeled "Quicken 98 and Earlier". You will not be required to use the Quicken QIF Converter with this download.

If you are using the Quicken 99 or more recent version, select "Quicken 99 and Later" for the 4-digit format.

The Best Way to Re-Order Checks!

No need to visit your bank or mail in your order. Enjoy choosing from the latest check designs and print enhancements. So easy and convenient, you'll wonder why you ordered checks any other way.

Log into Online Banking. Click Check Re-Order within Account Access and select the account that needs checks.

A preview of your last check order will be shown. To re-order without changes, click Order This Check to choose shipping options and confirm your choices. To change your check, click any of the steps on the left side of the screen. When you are done, click Order This Check to choose shipping options and confirm your choices.

If you want to go back to your original check, click Start Over. Click Cancel Order if you decide not to order at this time.

* The cost of the checks ordered will be automatically debited from your ViewPoint Bank checking account.

Request a Stop Payment

To request a stop payment of a check online, simply type ViewPoint Bank's secured Internet Account Access and click the Stop Payment link at the top of the screen directly under the tabs.

Transfer Between Your ViewPoint Bank Accounts

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.

Regular Transfers: The Account Transfer service allows you to transfers funds between your accounts inside Online Banking. Once you have logged into Online Banking, click the Account Transfer tab and then click the Account Transfer link located directly under the tabs. To make a transfer, click the Amount Box and type the dollar amount that you would like to transfer. Click the "From" account box. You will be presented with a pull down menu showing all of your eligible accounts, along with the current balance in each account. Select the account that you wish to transfer the funds from (also known as the source account). Repeat the same procedure for the account that you wish to transfer funds to (also known as the destination account) then click the Transfer Funds button.

Once you have clicked the Transfer Funds button, you will be prompted to confirm the transfer. Check the amount, the "from" (source) account and the "to" (destination) account carefully, and then click the Confirm Transfer button. You may still cancel the transfer at this time by clicking the Cancel button. Your transfer will take place immediately, provided there are no holds on your accounts and the funds are available for transfer. If you are making the transfers outside of normal business hours, then the transfer will be posted using the next business date. A transaction results page will be shown after you process the transfer. This page will show the post date as well as the previous and new balances in both accounts. A reference number will also be shown on this page. We recommend that you print this page for your records.

Schedule a Transfer: With this option you can set up future transfers either as a one time or recurring transaction. Once you have logged into Online Banking click the Account Transfer tab and select Scheduled Transfers link. Click the Add button and the Add Scheduled Transfers screen appears, type the amount in the Transfer Amount field. Using the From Account drop-down menu, select the account from which the amount will be debited and using the To Account drop-down menu, select the account to which the amount will be deposited.

Type the Start Date in the field provided. A calendar icon located alongside the start date fields is provided to assist you. Simply click on this icon to view the current month calendar. Calendar months may be changed by clicking the forward or backward arrows. Depending on the frequency of the transfer, select the radio button corresponding to how often the transfer will occur. The options are:

• One-time
• Weekly On (select day of the week)
• Monthly On (select date)
• Twice-Monthly (select both dates)

Using the day and date drop-down menus, choose the day and date the transfer is to occur. If you have selected any option other than the One-Time you must type an End Date for the recurring. When completed, click the Save Transfer button. A confirmation screen will appear. Click Confirm Transfer to accept. Your transfer information will now appear on the Scheduled Transfer Summary screen.

View Account Balances

Once you have logged into Online Banking click the Account Access option. Then the Account Summary screen will appear. This page shows balance information on your deposit accounts and consumer loans and includes balance, available balance, account/loan number, and type.

View Check Images

Once you have logged into Online Banking, click the Checking Account title. From the transaction history that displays, select the check to view. Click the Check Number and a new page will open with the front image of the check, click the Back Icon to view the back of the check.

Only recently cleared checks will be available for viewing. If you need to order a copy of an older item, you can use the option in the Online Forms section of Online Banking.

View Recent Transaction History

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.

AOL Browser Settings

Use the following procedure to set your browser settings:
Note: This is done from your Desktop, not inside the browser.

1. Click on the Start button (Only on Win2000 or on WinXP when the Start button menu is in the Classic mode) select Settings.
2. Select Control Panel.
3. On the Control Panel window/sub-menu, select Internet Options.
4. Enable JavaScript:
   1. On the Internet Properties window, select the Advance tab.
   2. In the Security section, make sure the checkbox for Do not save encrypted pages to disk is blank (OFF).
   3. To enable Java: Under Java (or Microsoft) VM, make sure checkbox for JIT compiler for virtual machine enabled (requires restart) is checked ON.
   4. On the Internet Properties window, select the Privacy tab.
   5. Under the Privacy tab, click the Advanced Privacy Settings button.
   6. On the Advanced Privacy Settings window, make sure that the radio buttons for First-Party Cookies and Third-Party Cookies are both set to Accept and the checkbox for Always allow session cookies is checked ON.
   7. Click the OK button to close the Advanced Privacy Settings window.
5. On the Internet Properties window, click the Apply button.
6. Click the OK button to close the Internet Properties window.
7. Delete cookies:
   1. On the Internet Properties window, select the General tab.
   2. Under the General tab, click the Delete Cookies button.
   3. On the Delete Cookies window, click the OK button.
8. Delete temporary Internet files (Cache):
   1. On the Internet Properties window, select the General tab.
   2. Under the General tab, click the Delete Files button
   3. On the Delete Files window, click the OK button
9. Block Pop-Up Windows (We recommend that Pop-Up Windows be allowed. Alternatively, users who like to block pop-up windows could have this feature on, PROVIDED that they add our website address in the list of allowed sites.):
   1. Sign-on to AOL, and then select the Safety menu.
   2. From the Safety menu, select Web Pop-Up.
   3. In the Pop-Up Control Settings window, select the Web Pop-Ups tab.
   4. Set the radio button for Pop-Up Controls to select either Allow All Pop-Ups or Allow Web Pop-Ups from these Sites.
   5. If you selected the latter in the previous step, make sure that our website address is in the list of allowed sites.
   6. Click the Save button.

Browsers Supported

If you are properly logged into Online Banking but are unable to access account information, it could indicate a problem accessing secured or encrypted sites. Both your browser and Internet provider must support secured sites. Review the information below for the browsers supported within our system.

Internet Explorer 7.0   | Internet Explorer 8.0  | Mozilla Firefox v3.0  | Safari 3.0

Internet Explorer 7.0

Cookies

1. Click on Tools.
2. Select Internet Options.
3. Click the Privacy tab.
4. Click on the Advanced button.
   1. Put a check mark next to Override Automatic Cookie Handling.
   2. Select Accept for First-Party Cookies and Third Party Cookies.
   3. Put a check mark next to Always Allow Session Cookies.

Security

1. Click on Tools.
2. Select Internet Options.
3. Click on the Security tab.
   1. Click on the Internet icon to select the Internet Zone.
   2. Click on Custom Level.
   3. Under Reset Custom Settings, set the Security Level to Medium.
      • In the Settings window, under Scripting>Scripting of Java Applets: make sure the radio button is set to Enable. Then click OK.
4. Click on the Privacy tab and set the slider to Medium.
5. Click in the Advanced tab (not the advanced button).
   1. Under Security make sure the checkbox for Do not save encrypted pages to disk is blank.
   2. Under the Security Section, check Use SSL 2.0 and SSL 3.0.
6. Click on OK until exited completely from options.

Deleting All Temporary Internet Files

1. Click on Tools.
2. Select Internet Options.
3. Under the heading Browser History click on the button Delete Files.
4. Click on OK until exited completely from options.

Deleting Cookies Only

1. Click on Tools. Select Internet Options.
2. Under the heading Browser History, click on the button Delete Cookies.
3. Click on OK until exited completely from options.

Internet Explorer 8.0

Cookies

1. Click on Tools.
2. Select Internet Options.
3. Click the Privacy tab.
4. Click on the Advanced button.
   1. Put a check mark next to Override Automatic Cookie Handling.
   2. Select Accept for First-Party Cookies and Third Party Cookies.
   3. Put a check mark next to Always Allow Session Cookies.

 Security

1. Click Tools.
2. Select Internet Options.
3. Click the Security tab.
   1. Set the Security Level for the Internet zone to Medium. (If slider bar is not available, click the button Default Level).
   2. Click the button Custom Level.
   3. Under Scripting of Java Applets, make sure the radio button is set to Enable.
   4. Under File Download, make sure the radio button is set to Enable.
   5. For XP only: Under Automatic prompting for file downloads, make sure the radio button is set to Enable.
   6. Click OK button.
4. Click the Privacy tab.

   1. Set the Privacy Setting to Medium.
   2. Click the button Advanced.
   3. Put a check mark next to Override Automatic Cookie Handling.
   4. Under First-party Cookies make sure the radio button is set to Accept.
   5. Under Third-party Cookies make sure the radio button is set to Accept.
   6. Put a check mark next to Always Allow Session Cookies.
   7. Click OK button.
5. Click the Advanced tab.

   1. Under Security make sure the checkbox for Do not save encrypted pages to disk is blank.
   2. Under the Security Section, put a check mark next to Use SSL 2.0 and Use SSL 3.0.
   3. For Windows 2000 and XP SP1 only: Under the Microsoft VM section, put a check mark next to JIT compiler for virtual machine enabled (requires restart).
6. Click OK until exited completely from options.

Deleting All Temporary Internet Files

1. Click Tools.
2. Select Internet Options.
3. Click the General tab.
4. Under Browsing History, click the Delete... button.
5. In the Delete Browsing History pop-up window, put a check mark next to Temporary Internet Files. User may decide whether to put a check mark in all other boxes in this window.
6. Click the Delete button at bottom of pop-up window.
7. Click OK until exited completely from options.

Deleting Cookies Only

1. Click Tools.
2. Select Internet Options.
3. Click the General tab.
4. Under Browsing History, click the Delete... button.
5. In the Delete Browsing History pop-up window, check the box for Cookies. Uncheck all other boxes in this window, with possible exception of Preserve Favorites website data.
6. Click the Delete button at bottom of pop-up window.
7. Click OK until exited completely from options.

Mozilla Firefox v3.0

1. From the menu bar, click on Tools.
2. From the Tools menu, select Options.
3. In the Options window, select the Privacy icon/tab.
4. Select the Cookies section.
   1. Check ON the checkbox for Allow sites to set cookies.
   2. Uncheck OFF the checkbox for the originating web site only.
   3. From the Keep Cookies drop down list, select until they expire.
5. In the Options window, select the Web Features icon/tab.
   1. Uncheck OFF the checkbox for Block Pop-up Windows.* Or if you choose to have it checked ON, be sure to add your Financial Institution's domain to the list of Allowed Sites.
   2. Check ON the checkbox for Allow web sites to install software.
   3. Check ON the checkbox for Load Images.
   4. Uncheck OFF the checkbox for the originating web site only.
   5. Check (ON) the checkbox for Enable Java.
   6. Check (ON) the checkbox for Enable JavaScript.
6. In the Options window, select the Advanced icon/tab.
7. Select the Security section.
   1. Check ON the checkbox for Use SSL 2.0.
   2. Check ON the checkbox for Use SSL 3.0.
8. Click on OK button to close the Options window. 

Deleting the Cache (a.k.a. Temporary Internet Files)

1. From the menu bar, click on Tools.
2. From the Tools menu, select Options.
3. In the Options window, select the Privacy icon/tab.
4. In the Cache section, click the Clear button.
5. Click on OK button to close the Options window.

Deleting Cookies Only

1. From the menu bar, click on Tools.
2. From the Tools menu, select Options.
3. In the Options window, select the Privacy icon.
4. Select the Show Cookies button.
5. The user can either click Remove All Cookies OR select a cookie from the list and click Remove Cookie.
6. Click the Close button to close the Cookies window.
7. Click the OK button to close the Options window.

Safari 3.0 Settings

1. From the menu bar, click/select the Safari menu.
2. From the Safari menu, select Preferences.
3. In the Preferences window, click the Security icon/tab.
4. In the Web Content section
   1. Click ON the checkbox for Enable plug-ins.
   2. Click ON the checkbox for Enable Java.
   3. Click ON the checkbox for Enable JavaScript.
   4. Unclick OFF the checkbox for Block pop-up windows.*
5. In the Accept Cookies section, select the Always radio button.
6. Click ON the checkbox for Ask before sending a non-secure form to a secure website.
7. In the Preferences window, click the AutoFill icon/tab.
8. Unclick OFF the checkbox for User names and passwords.
9. Close the Preferences window.

Deleting the Cache (a.k.a. Temporary Internet Files)

1. From the menu bar, click/select the Safari menu.
2. From the Safari menu, select Empty Cache.
3. In the window, click the Empty button.

Deleting Cookies Only

1. From the menu bar, click/select the Safari menu.
2. From the Safari menu, select Preferences.
3. In the Preferences window, click the Security icon/tab.
4. In the Accept Cookies section, click on the Show Cookies button.
5. On the list displaying the cookies, the User can choose whether to Remove All of the cookies OR to select and Remove some of them.
6. Click the Done button.
7. Close the Preferences window.

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

Common Issues

Refer to the list below for answers to common Online Banking issues:

• If any account signer has successfully logged in at least one time in the last 6 months then the password needed is the one that was selected at the time of the first log-in.

• If you have not logged into Online Banking for 6 months or longer, your account has reverted back to New User status. You must register again to log-in.

• User ID or Password Issues:
  • Using hyphens or spaces when entering user ID
  • Position of the Caps Lock key—user ID and passwords are case sensitive
  • Using save password software or having the save password function enabled in the browser being used. You will need to disable any save password function you have turned on in order to log-in to Online Banking.

• System Issues:
  • Your accessing it from work and are on a LAN (Local Area Network) that does not allow secure page access. (Firewall permissions only given for regular Internet Access and not Secure Page Access.)
  • There may be phone problems or line noise on phone system.
  • The end user is using an old or unsupported browser.
  • The browser is not configured to accept all cookies.
  • The browser is not configured to use Java/Java scripting.
  • The bookmark may be out of date.

CompuServe Users

If your software is not compatible with Online Banking:

• Upgrade to Windows 95 and the latest version of CompuServe 2000, or
• Download an upgraded browser like Microsoft Internet Explorer to use as an external browser.

Cookies

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:

• Persistent cookies which expire on a specific date
• Session cookies which end when the session is ended

The use of cookies within Online Banking is necessary for the security of your account and is required for access. ViewPoint Bank uses cookies to authenticate your identity. There are a number of cookies within the secured site so you may want to turn off your cookie alert during your Online Banking session. Settings for cookies are unique to each browser but generally can be found in the Options or Preferences section.

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.

Download to PFM Software

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.

Error Messages

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.

Log-In Problems

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 email us with your user ID 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 email us with your user ID 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?
A.	It indicates your browser option is set to not accept "cookies." The use of cookies within Online Banking is necessary in order to provide secured access to your account information. Cookies are required to access your account in Online Banking.
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.

System and Software Requirements

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.

Software Requirements: Online Statement users must have Adobe Acrobat Reader, version 6.0 or above.

Recommended Browsers and Settings: Our site is optimized for use with certified/recommended browsers. If you use a different browser, you may not be able to take full advantage of all the features of the site and we will be unable to provide support. Click here for recommended browsers.

File Types Available to Export from Online Banking:

• QIF
• OFX
• CSV

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:

1. Open the browser.
2. Click the Help at the top of the screen.
3. Select About (name of browser).
4. The page that appears will tell you the name and version number of the browser. You may need to click OK to exit.

Unsuccessful Log-In Tracking

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.

User Options

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.

Email Account Alerts

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. 

 

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