HOMEBanker^sm & BUSINESSBanker^sm General Questions

General Questions

1. How can I view the Demo?
2. Is HOMEBanker compatible with all PC's, operating systems and browsers?
3. What versions of AOL are supported?
4. What if I have questions while using HOMEBanker?
5. What are the new password requirements?
6. I can't login with my temporary password or I lost my temporary password. I keep getting an error.
7. What are the new User ID requirements?
8. I forgot my USER ID.
9. I forgot my PASSWORD.
10. What is the Forgotten Password feature?
11. How can I access the Forgotten Password feature?
12. I chose not to answer those questions when I logged in originally or I forgot my answers. What do I do now?
13. The Forgotten Password feature doesn't work.
14. I'm getting an error message stating that I locked myself out. What do I do now?
15. What is new in account access?
16. Why do I see $1.00 MEMO items?
17. Where is CHAT?
18. This system does not have all the Alerts options the old HOMEBanker had. How can I be notified when a deposit has posted?
19. I keep Timing Out . Can this be adjusted?
20. Where are my recurring transfers?
21. Why do I always have to answer my Security Questions each time I log into HOMEBanker?
22. What should I enter in the 'NUMBER OF TRANSFERS' box on the Add Scheduled Transfer screen?
23. Quick Transfer is different and more difficult to use.
24. How do I order checks?
25. Stock Quotes - Portfolio is new. What is it?
26. How much transaction history can I view online?
27. The Debits and Credits are displayed differently than my checkbook register.
28. What does MEMO POSTED mean?
29. I use QUICKEN, but it doesn't seem to be working properly.
30. Where can I find YTD information on HOMEBanker?
31. I just have a loan with GSB. Can I still use HOMEBanker?
32. How do I enroll in PHONEBanker?

33. My account history does not show the Account Balances anymore.

34. Lost Running Balances when sorting.

35. Lost Running Balances when requesting more transaction history.

36. I just enrolled and now I am having problems logging in.

37. How to I find a Loan Payoff balance in HOMEBanker?

General Browser Answers

 

1. How can I view the Demo?
You link to our Demo from the HOMEBanker login screen. Below the Login Box , click on 'To view our Home Banking Demo, click here'.

2. Is HOMEBanker compatible with all PC's, operating systems and browsers?
You can link to that information from the HOMEBanker login screen. Below the Login Box, click on "If you are experiencing difficulties logging on, click here."

3. What versions of AOL are supported?
You can link to that information from the HOMEBanker login screen. Below the Login Box, click on "Important information for AOL users, click here."

4. What if I have questions while using HOMEBanker?
There is 'Page Specific' HELP available on every screen. The link is located in the upper right hand corner.

If you are a Bill Pay user, there are 2 HELP links on every screen. The link located in the upper right hand corner is more General Information. The link located in the lower left hand corner is 'Page Specific'.

If you still have questions, please contact Teleservicing at 847-729-1900. They are available Monday-Friday, 7:00 AM to 7:00 PM , Saturday, 7:00 AM - 1:00 PM.

5. What are the new password requirements?
Your password must contain between 8 and 15 characters, at least one letter, at least one number, at least one special character ( a special character is any one of the following: ! @ # $ % ^ & * + _ ( ) [ ] { } ; ' , . / ? : ) may not have any spaces in it and is CASE SENSITIVE.

6. I can't login with my temporary password or I lost my temporary password. I keep getting an error.
Please contact Teleservicing at 847-729-1900 so we may assist you with logging into HOMEBanker. They are available Monday - Friday 7:00 AM to 7:00 PM, Saturday,
7:00 AM - 1:00 PM.

7. What are the new User ID requirements?
You may no longer use your SSN / FEIN. Your User ID must be 7-15 characters in length, but no other restriction.

8. I forgot my USER ID.
Please contact Teleservicing at 847-729-1900 so we may assist you with this information. They are available Monday-Friday, 7:00 AM to 7:00 PM , Saturday,
7:00 AM - 1:00 PM.

9. I forgot my PASSWORD.
You now have the ability to reset your password yourself, should you forget it. As long as you answered your three validation questions when you completed your application, you should be able to reset your password without contacting GSB.

If you didn't activate that feature, please contact Teleservicing at 847-729-1900, so that we may assist you with resetting your password and resetting your validation option and questions. They are available Monday - Friday 7:00 AM to 7:00 PM, Saturday, 7:00 AM - 1:00 PM.

10.What is the Forgotten Password feature?
You now have the ability to reset your password yourself, should you forget it. As
long as you answered your three validation questions when you completed your application, you should be able to reset your password without contacting GSB.

These answers are not case sensitive, but the text must match exactly to what you entered originally for the Forgotten Password feature to work correctly.

11. How can I access the Forgotten Password feature?
The link to that feature is located on the HOMEBanker login screen.

12. I chose not to answer those questions when I logged in originally or I forgot my answers. What do I do now?
Please contact Teleservicing at 847-729-1900, so that we may assist you with resetting your password and reset the feature so you can use it in the future. They are available Monday-Friday, 7:00 AM to 7:00 PM , Saturday, 7:00 AM - 1:00 PM.

13. The Forgotten Password feature doesn't work.
When using the forgotten Password feature, you must use your correct USER ID. Do NOT use your SSN / FEIN, use the USER ID you selected. If you enter the incorrect USER or your SSN / FEIN, you will be presented with three questions, but they will not be the questions you chose originally.

If this happens, try entering your correct USER ID. If you have forgotten your USER ID, please contact Teleservicing at 847-729-1900 so we may assist you with that information. They are available Monday-Friday, 7:00 AM to 7:00 PM , Saturday, 7:00 AM - 1:00 PM.

14. I'm getting an error message stating that I locked myself out. What do I do now?
You are locked out of HOMEBanker if you enter a wrong password three times. Should you get locked out, all you need to do is reset your password.

You now have the ability to reset your password yourself. As long as you answered three validation questions when you completed your application, you should be able to reset your password without contacting GSB.

If you didn't activate that feature, please contact Teleservicing at 847-729-1900 so that we may assist you with resetting your password and validation option. They are available Monday-Friday, 7:00 AM to 7:00 PM , Saturday, 7:00 AM - 1:00 PM.

15. What is new in account access?
Current Day Activity. When you select the transaction detail for checking and savings accounts, items processed during the day, like ATM withdrawals or unposted ACH transactions appear, in detail, as ‘Memo Post’.  These items display the difference between the current and available balance amounts.

Longer Transaction History.  Previously, deposit transaction history was limited to the two most recent statement cycles.  That restriction has been eliminated.  Online transactions history will now be extended to 24 months.  As new accounts are enrolled in HOMEBanker  transaction history will be accumulated until the 24 month limit is reached.

16. Why do I see $1.00 MEMO items?
When you use your Master Money debit card at a gas station, they initially process a transaction of $1.00 to verify that it is an active card.  This $1.00 transaction is removed when the actual gas charge comes through. These are transactions that have been going through for quite some time, but you didn’t see them on the old system.

17. Where is CHAT?
You can now find our secure CHAT system under SECURE SUPPORT. LOLA CHAT is still available from our general web site, www.gsb.com, but remember, that is not secure, meaning it is not encrypted. You never should send private information through that service.

18. This system does not have all the Alerts options the old HOMEBanker had. How can I be notified when a deposit has posted?
This is true, but you do have a new option – Periodic Balance Alert.  You can set this up to Alert you monthly, weekly, bi-weekly and on a specific day of the week or month to coincide with your payday or Social Security direct deposit.  You can still have the Alerts notify you via email or text message to you cell phone.

19. I keep Timing Out . Can this be adjusted?
Sure. While logged into HOMEBanker, click on the USER OPTIONs link. There you will find several options, including 'Time Out' that you can adjust to your preference.

20. Where are my recurring transfers?
When we converted to the new HOMEBanker, we were unable to copy transfers into the new system. I am sorry but you will have to schedule them again.

21. Why do I always have to answer my Security Questions each time I log into HOMEBanker?
Here is a quick summary as how this process works.  When you go through the process of adding the extra security to your computer, a validation cookie gets stored on your PC. Each time you log into HOMEBanker, the program looks for that cookie. One of 3 things could happen.

• If the program sees the cookie and your USER ID and Password were correct, you go directly to your account information.
• If the program cannot find that cookie, but your USER ID and Password were correct, you get prompted to answer the questions.
• If the program cannot find the cookie and/or your USER ID and Password were not correct and/or you answered your questions incorrectly, you get an error and cannot access HOMEBanker.

So, somehow, your validation cookie got erased. This could happen several ways.

• Your browser version could have been updated.
• You could have intentionally cleaned out all cookies.
• Your anti-virus software could periodically clean out all cookies.

But regardless of how is disappeared, they system could not validate the PC you were using, so it asked you the questions.

22. What should I enter in the 'NUMBER OF TRANSFERS' box on the Add Scheduled Transfer screen?
Enter the number of times you want the transfer to recur.  For example, 12 times enter 12.  The maximum number is 400.  After the 400th transfer, you would need to reschedule it again.

23. Quick Transfer is different and more difficult to use.
This is true.  The ‘Account Type’ is missing from the Quick Transfer drop down lists, which could make a transfer more difficult, in some cases.  Please note, the account numbers are listed in the same order as your Account Summary display – meaning Deposit Accounts are first, with CD’s next and Loan Accounts last.  If the drop down lists are still confusing, please click on the Transfer option to transfer funds.  We are working with our developers to make Quick Transfers easier.

24. How do I order checks?
Please go to our website, www.gsb.com.  On our homepage you will find a link to ‘Reorder Checks’, which will direct you to the Deluxe Checks website.

25. Stock Quotes - Portfolio is new. What is it?
This is a link to a 3rd party program that will help you track the stocks that you either hold or just want to track.  IT IS NOT A SITE TO PURCHASE AND/OR TRADE STOCKS.  It is for information only.  Please read the HELP associated with that program if you need assistance.  You can find the Instructions link on the Create a New Account screen.

26. How much transaction history can I view online?
Eventually you will be able to view 24 months of history.

GSB customers that were enrolled in HOMEBanker prior to our conversion in June 2007 will see transaction history back to 3/1/07.

New customers (those that enrolled after 3/1/07) will see transaction history from the date they enroll going forward.

27. The Debits and Credits are displayed differently than my checkbook register.
That is true.  The positioning of the debit/credit columns for account information is opposite of our current system and of a traditional checkbook register.  This is simply how this system is set up with us and all of their 1,800 banks.  Although it may be opposite of what you are used to, it actually makes more sense to have the debit column close to the running balance, since there are typically many more debits than credits.

28. What does MEMO POSTED mean?
Those are the electronic debit and credit transactions that have come in today and already are reflected in your Available Balance.

29. I use QUICKEN, but it doesn't seem to be working properly.
Please see the Quicken Reference Guides posted on www.gsb.com

30. Where can I find YTD information on HOMEBanker?
In HOMEBanker, click on the Account Description - the same way that you normally view transaction history. On the screen that appears - in the gray bar that displays your account number - is a link - Account Info. In the popup box that appears when you click on this link, you will find the previous year's Interest field.

Then, go back to our home page and login to HOMEBanker, using your SSN/FEIN and the password you chose when you completed the online application.  While logging in the 1st time, you will be asked to change your SSN/FEIN to a different USER ID.

31. I just have a loan with GSB. Can I still use HOMEBanker?
Sure.  Though, we do not have the capability to make online payments yet, you can still track your payments and view transaction history and balances online.  When completing the online enrollment form, please do the following:

• For PRIMARY ACCOUNT NUMBER – enter your GSB loan number
• For AMOUNT OF LAST DEPOSIT – enter your monthly loan payment amount.

32. How do I enroll in PHONEBanker?
We need a paper application for this product.  It can be found at www.gsb.com, under Personal Life or Business Life/Electronic Banking.  Once we receive the signed application, we will mail out a Password to you regular US Mail.

33. My account history does not show the Account Balances anymore.
There are a couple of things we can do to get you set up correctly.

1) Log into HOMEBanker and go to "User Options", located in the middle of you screen. Click on CHANGE HISTORY DATE RANGE. Using the drop down box, choose the amount of history you would like to view on a regular basis. You can always ask for more history when doing research - this is just setting the Default view. Once you highlight the amount, click on he Change Date Range button.

2) Now that you have a Default view selected, go back Account Access/Summary - the screen where all your account balances are displayed. Click directly on the account you wish to view under the "Account Name" columnto receive your most recent transaction history. Your running balances will be displayed.

3) If you need more history that what is displayed, scroll down the screen until you get to the "View Another Date Range". When you request more history fromhere,  you must include today's date in the TO box to keep the running balance displayed. If you put any other date in the TO box, you will lose your running balances.

34. Lost Running Balances when sorting.

• When you log into HOMEBanker and display yourTransaction History, the"Running Balance"will be displayed.
• If you click on any of the headings to sort a column, the "Running Balance" disappears.
• A red alert message appears at the top of your Transaction History display stating "To view transaction balance, sort transaction detail by date."
• Click on the Date column heading until your "Running Balances" are displayed again.

35. Lost Running Balances when requesting more transaction history.
When you request more history on the "View Another Date Range" calendars,  you must include today's date in the TO box to keep the running balance displayed. So instead of always having to type a date in the calendar boxes, my suggestion is tochange your HISTORY DATE RANGE under USER OPTIONS, to either:  

• Show from the same day in the previous month
• Show the current month and the previous month
  

36. I just enrolled and now I am having problems logging in.
The first time you log into HOMEBanker,you use your SSN as the User ID and the password you created when you enrolled. If that doesn't work,and you answered your Password Reset Validation questions when you enrolledyou have the ability to reset your password yourself. 

On the Login in screen, you will find the link to the Password Reset. ("Forgot your password. Click here to reset it yourself.")

If this still doesn't work, please contact Teleservicing at 847-729-1900, so that we may assist you with resetting your password and resetting your validation option and questions. (For security reasons, we cannot give out this information via email.) They are available M-F 7:00am to 7:00pm, Saturday 7:00am - 1:00pm.

37. How to I find a Loan Payoff balance in HOMEBanker?

1. Left click the link that says the name of your account. (Advantage Credit Line, etc…)
2. On the next page, left click the small text that says “Account Info”.
3. You will get a pop up box. Scroll down and you will get the payoff amount etc

The other option is if you want to pay it off online, login and go directly to the Transfer screen.Choose the desired Loan as the PAY TO ACCT from the drop down box.  The payoff figure will be listed next to the loan number..