Frequently Asked Questions about Online Banking

If you have an unanswered question, please contact us.

Security & Secure Access Code Questions

Online Bill Pay Questions

eStatements & eNotices Questions

Intuit (Quicken & Quickbooks) Questions

Miscellaneous Questions

Enrollment Questions


SECURITY & SECURE ACCESS CODE

Q. What is a Secure Access Code?
A. The Secure Access Code is a temporary 4-digit number that will help us identify you and your computer when you are setting up your online access. This code is good for 2 hours but if you do not use it within that time period, you can go back to the online banking site and request a new Secure Access Code.(back to top)

 

Q. Why when I login after my having already logged in once before, does the system ask me for a secure access code again?
A. The first time you login after your initial login, you will be asked to register your browser. This process will require your secure access code to complete. If you have set that up, then all you will need to do is enter there and proceed with the steps outlined on the screen. If you did not establish your permanent secure access code, you can request a new code be sent to you at one of your listed contacts.(back to top)

 

Q. Why do I keep having to get a secure access code, even though I've registered my browser multiple times?
A. You will be required to register the browser on any computer you use, so you will follow the same process of registering the browser for each new computer you use for access. If you are using the same computer, the most likely cause is a browser setting that disables "cookies."
To change your cookie settings, you can refer to the help from your browser provider. The most common are listed below:

Other reasons, though less likely, may be a pop-up blocker or an anti-virus setting, and you may consult that vendor's documentation for assistance in allowing certain sites.(back to top)

Q. What are cookies and why do I need them?
A. Cookies are files created by websites you've visited that store browsing information, such as your site preferences or profile information. At Heritage Oak Bank, we use cookies to register your browser for enhanced security. We do not collect information based on those cookies.(back to top)

 

Q. I don't want to enable cookies, so what can I do?
A. Cookies are a more convenient, but not foolproof, way of increasing your security. If somebody attempts to access your internal profile from another computer, they will be required to register the browser by obtaining a Secure Access Code that will only be sent to contact information we have for you on file. Having the cookie to register your browser on your commonly used computer avoids you having to get that Secure Access Code each time you login. You ultimately have two options for managing your security, one more convenient and one more active.(back to top)

 

Q.  How does the "forgot password" function work?
A. If you have forgotten your password in the new online banking these are the steps you should follow:

  1. Once you enter in your username you want to check the "Forgot Password" box and click "Login". From here you will need to select the delivery method for your secure access code. After the secure access code has been received you will need to enter it. Then all that is left to do is enter your new password. 
  2. The "Forgot Password" can be used if you have not been locked out of your account yet. You can be locked out due to numerous incorrect password attempts. The reason we do this is to prevent unauthorized access to accounts. If there is a possibility that the password to your account has been forgotten we recommend you use the "Forgot Password" function immediately.(back to top)

 

ONLINE BILL PAY

Q. Why when I click on the Bill Pay link do I not get through to my Bill Pay page?
We are passing your credentials from Online Banking to CheckFree Bill Pay, and this requires acceptance of cookies on the site (similar to registering your browser). To make adjustments to your cookie settings to allow for this exchange, you can refer to the help from your browser provider. The most common are listed below:

Other reasons, though less likely, may be a pop-up blocker or an anti-virus setting, and you may consult that vendor's documentation for assistance in allowing certain sites.(back to top)

What is a cookie?
I don't want to enable cookies, so what can I do?

 

Q. When I login into Bill Pay it asks me to verify a change in my Bill Pay routing number. Why this happening is and what should I do? A. We are using this special routing number (122241572) just for our online bill payments. This will allow us to more clearly identify Bill Payment transactions that hit your account. Without this unique routing number, those Bill Payment checks look just like any other checks to us, so this allows us to better identify when a check is a Bill Pay check.(back to top)

 

eSTATEMENTS & eNOTICES

Q. Why when I click on the eDelivery link do I not get through to my statements?
We are passing your credentials from Online Banking to our eDelivery system, and this requires acceptance of cookies on the site (similar to registering your browser). To make adjustments to your cookie settings to allow for this exchange, you can refer to the help from your browser provider. The most common are listed below:

Other reasons, though less likely, may be a pop-up blocker or an anti-virus setting, and you may consult that vendor's documentation for assistance in allowing certain sites.(back to top)

What is a cookie?
I don't want to enable cookies, so what can I do?

 

INTUIT (QUICKEN & QUICKBOOKS)

Q. What versions of Quicken and QuickBooks does Online Banking support?
A. Listed below are the current versions supported for QuickBooks and Quicken:

  • QuickBooks for MAC 2009-2012
  • QuickBooks for Windows 2009-2012
  • Quicken MAC 2009-2012
  • Quicken Windows 2009-2012

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Q. Why isn’t my One-Step Update in Quicken pulling down the prior day’s transactions?
With the adjustment to Web Connect/Express Web Connect, now when using One-Step Update, Quicken is obtaining transaction history directly from the Intuit servers themselves. Quicken aggregates your transaction history every night through data exchanges between them and Online Banking in order to make those transactions available via One Step Update. Due to the timing differences between when Quicken starts its aggregation process and when we complete our end of day processing, those prior day transactions may not get to Quicken.

However, when you use the Update Account feature within a particular account’s register, that initiates a real-time collection of transactions directly from Online Banking so you will always get the most updated transactions.(back to top)

 

MISCELLANEOUS

Q. When I attempt to view a check image I receive an error, why?
A. This is most likely due to you having a pop-up blocker on your computer. To see the image, right click the yellow banner at the top of your browser window and select to allow pop-ups for this site only. This will enable you to view pop-up windows generated for this site only and keep your pop-up blocker intact for other sites that you visit.(back to top)

 

Q. I’m looking at my history and the balance is missing. What happened?
A. If the history information is sorted by description, posting date, checks or debits or credits, the balance information will not show. To see the balance information while viewing your history, click on the submit button in the upper right hand corner of the overview screen and the information will repopulate to include the balance info.(back to top)

 

Q. When I click on my Recipients, there is no Payment information. Why?
A. During the conversion some templates while they converted, were not able to include the payment information. You will need to manually add this information to this recipient. For assistance with this process please contact our eBanking Department or access the Commercial User Guide available on our website.(back to top)

 

ENROLLMENT

Q. Can we sign up for online banking online or do we need to go into a branch?
A. You can sign up for Online Banking via the login page of the Online Banking product. Once online, go to the login page for the Online Banking system. There you will see "To Enroll in Online Banking, Please click HERE". Click on the link that says "HERE" and you will be taken to the auto-enrollment screen. Once you've completed the online form, the eBanking Department will do the rest and let you know when you are ready to login and start using the Online Banking system. It's that quick and easy!(back to top)

Do you have an unanswered question? Please contact us to let us know and we'd be glad to help. We may even post your question here on the FAQ.