Help / FAQs

ONLINE BANKING QUESTIONS

Q: How much does the Online Banking service cost?

A: Online Banking and Online Bill Pay are free to all of our members.

Q: Do I need any special software from Harborstone?

A: You do not need any software from Harborstone. All you need is a current version of Microsoft Internet Explorer or Netscape Navigator.

Q: Is Online Banking compatible with WebTV?

A: Harborstone's Online Banking services are not compatible with the Internet browser used by WebTV. We recommend that you use the current version of Internet Explorer or Netscape Navigator to access Online Banking.

Q: Will I be able to download account history into Quicken or MS Money?

A: Yes. Simply use the account export feature within Online Banking to download your account history to the financial software of your choice.

Q: Can I change my password?

A: Yes. The User Options button within Online Banking allows you to change your password as often as you like.

Q: If I have more questions about Online Banking, who can I contact?

A: Click here to submit an email or call (253) 584-2260 or 1-800-523-3641

 

ONLINE BILL PAY QUESTIONS

Enrollment Information

^ Top

Q: How do I sign up for Harborstone's Online Bill Pay services?

A: Simply click on the Bill Payments button once logged into the Online Banking system. Next, click on the words "click here", which are highlighted in red, to be taken to the Online Bill Pay registration form. Complete the online registration form and submit it to us. Upon approval, you will receive an email stating that you can access the Bill Payment feature.

Q: Do I need to be registered for Online Banking to use the Online Bill Pay service?

A: Yes. For your safety, the Online Bill Pay service is located on the secure Online Banking platform. You then need only one password for both Online Banking and the Online Bill Pay services.

Q: From which account will my payments be made?

A: Your Online Bill Pay payments must be deducted from a checking account that you designate at the time you register for the Online Bill Pay services.

Getting Started

^ Top

Q: When can I begin paying bills through the Online Bill Pay service?

A: You may begin using the Online Bill Pay service as soon as you receive your confirmation email.

Q: Who can I pay with the Online Bill Pay service?

A: You can pay practically anyone using the Online Bill Pay service - charge accounts, utilities, auto loans, even your doctor or day-care center. There are, however, organizations that will not accept payments via Online Bill Pay, such as the IRS and other taxing entities.

Q: How do I set up a payee?

A: Click on the Payees button, then select the Add Payee button, and complete the required fields for your new payee. For more detailed information, click the Help button located near the top of your screen. Please use care when setting up your payee. Once you submit your entry, the address cannot be edited.

Q: Merchant Account ID does not match when trying to select a payee from the database.

A: When you try to set up a payee and do a search there may be several payees that appear identical. When you select the first one you may encounter an error that the Merchant ID is not correct. The reason for this is because some corporations have different Payment Centers within the same building. You need to find the correct Merchant Account or enter the payee as an unlisted payee.

Q: What if my payee's address changes?

A: If your payee's address changes, you must treat it as a "new" payee and add a brand new payee record. By doing this, you will then have two payee records- the old and the new. You may delete the "old" record, BUT doing so will delete your payment history for that payee. In order to maintain your payment history, simply keep the "old" merchant record in your database, but make payments through the "new" record.

Q: Can I set up the Online Bill Pay service to send recurring payments?

A: Yes. Simply complete the "Recurring Payments" section on your payee information screen. All recurring payments will be marked with a symbol. Remember, once you set up a recurring payment, the same amount will automatically be sent every month until you edit or delete the payment.

Online Bill Pay Process

^ Top

Q: How does the payment post to my account and appear on my statement?

A: Payments are deducted from your checking account shortly after they are processed. It will appear on your statement as an Online Bill Pay payment, or an ACH debit.

Q: How is the payment sent to my payee?

A: If a payee will accept electronic payments, your bills will be paid electronically. However, payees who cannot accept payments electronically will receive a check through the mail.

Q: Why do I need a confirmation number for each payment?

A: The confirmation number is noted on each transaction you make and is needed when you make a research request from Bill Pay Customer Service. It will allow them to identify which specific payment requires attention.

Getting Information and Assistance

^ Top

Q: How can I check if a payee has received payment?

A: You can contact your payee or review your next month's statement to determine if payment has been received.

Q: Who is Metavante, and why would I call them?

A: Metavante processes the electronic payments and checks for Harborstone's Online Bill Pay service. When you need to stop payment on a check, request a copy of a check, research a past payment or require other types of assistance, Bill Pay member service department will assist you.

Q: How do I stop payment on a check? Does it cost me anything to make a stop payment?

A: When you need to make a stop payment, you can submit your request to Bill Pay Customer Service by calling 1-800-823-7555. You will be charged a service fee for a stop payment, which will be deducted from your designated account when your monthly fee is deducted. For full information about stop payment orders, please view the Online Account Agreement.

Error Messages/Occurrences

^ Top

Q: What if I do not have enough funds in my account when payments are posted?

A: If your account does not have sufficient funds at the time your payments are posted, your payments will be designated as non-sufficient funds (NSF) transactions. Your account will be assessed after, for each NSF item. The fee charged by Bill Pay Customer Service will be assessed on your account on approximately the 5th business day of the month after the NSF transaction occurs. For full information about NSF transactions, please view the Online Account Agreement.

Q: I did not receive my confirmation email from Bill Pay Customer Service.

A: It takes 3 business days from the time that Bill Pay Customer Service receives the registration application to process. If it has been over that length of time you will need to call Bill Pay Customer Service at 1-800-823-7555. They will ask for identification when you call.

Q: A payment was not sent to a payee.

A: A payment that had been made through the Online Bill Pay service but the payee never got it. First, check to see if a payment was scheduled and you were not just setting up the payee. Also check to see if the payment wasn't accidentally deleted. Or more commonly, it was a recurring payment that was purposely deleted, but wasn't set back up with the correct information.

Q: Unable to access the Online Bill Pay service.

A: When trying to access the Online Bill Pay service it either logs you completely out of Online Banking or cannot find the server. First delete the browser's cookies, and then clear the browser's Cache/Temporary Internet Files and try again.

Q: Unable to delete a payee.

A: I'm trying to delete a payee and the system is not allowing it to do so. First, check to see if this is a recurring payment with this payee. If this is a recurring payment, that payment must be deleted first before you can delete the payee.

Q: I want information on a payment that was sent out.

A: You will have to call Bill Pay Customer Service at 1-800-823-7555 and submit a research request.

Account Maintenance

^ Top

Q: Will I have the same password for the Online Bill Pay service as for Online Banking?

A: Yes. Online Bill Pay and Online Banking are both located on our secure Online Banking platform that requires one password.

Q: Can I change my password?

A: Yes. The User Options button within Online Banking allows you to change your password as often as you like.

Q: How do I discontinue the Online Bill Pay service?

A: In order to discontinue the Online Bill Pay service, you must contact Harborstone Credit Union by either phone: (253) 584-2260 or 1-800-523-3641, or by submitting a secure email through Online Banking.

General Questions

^ Top

Q: Is the Online Bill Pay service secure?

A: Yes. Any information that you transfer through Online Banking or the Online Bill Pay service is protected by several security measures. You must first access your account on our secure platform by using a password. Your information is further protected by encryption, firewalls and a Secure Socket Layer (SSL) Protocol that are in place to ensure your financial transactions remain confidential.

Q: Can I add an authorized user to my Online Bill Pay service?

A: Any person that you allow access to your Online Banking service will have access to your Online Bill Pay service.

Q: What do I do with the invoice or payment coupon I normally send with my check?

A: You do not need to send your payment coupon to your payee. As long as you include your account number when paying through the Online Bill Pay service, your payee will credit that account. If you prefer, you can attach your monthly invoices to your Online Bill Pay confirmation report for your records.

Q: Do my payees need to know that I will now pay them through the Online Bill Pay service?

A: No. It is not necessary to notify your payees that you will be submitting your payments through the Online Bill Pay service.

Q: Does the Online Bill Pay service work with Personal Finance Management packages?

A: Currently, most Personal Finance Management packages are not designed to accept downloads from our Online Bill Pay service. However, Online Bill Pay transactions will be reflected as a part of the customers Online Banking transactions and can be downloaded from their Online Banking account.