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Online Banking & Bill Pay FAQs

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Online Banking/Bill Pay Security
Online Banking FAQs:

What can I do with Flatwater Bank Online Banking?
Online Banking is the quick, easy, secure and smart way to manage your money. With Online Banking, you can:
* Check your account balances and review your transactions
* Confirm which checks, deposits, withdrawals and ATM transactions have cleared
* Transfer funds between Flatwater Bank accounts
* Export your banking information to Quicken, Quickbooks and more!
* Manage your accounts with email notification alerts
* Pay bills online 
*Turn your debit card on/off

How do I enroll in Online Banking?

You have two ways in which to sign up for Online Banking.

1. Self Registration: Go to flatwater.bank and select "enroll now". Our system utilizes credit bureau report information to verify your identity. If you don't have a credit history, are under the age of 18, or can't enter the questions when prompted, contact the bank to complete set up. 

2. Contact any of our branches to sign up for Online Banking access. 

I am locked out of my Online Banking. What do I need to do? Once you are locked out, you will need to contact a Customer Service Representative in order to be reset. We will assist you in gaining access back into your Online Banking. If you have not used Internet Banking in 120 days or more your account will become inactive. Contact the bank to reactivate your account.

What are my options to receive the one-time passcode for extra login security in Online Banking? You have three options: you may receive a text, receive a phone call, or download the DUO mobile app.

What is the DUO App and why would I want to use it? The DUO app is a separate app you can install on your phone. It runs on your phone and helps you authenticate your login quickly and easily. When asked to authenticate (verify your identity) you simply select "Mobile App Push". A message will appear that says "Sending Push notification". Open the DUO app on your phone and select "Approve". Once this process is complete you will be taken directly to the screen to enter your password.

Why use DUO?  It's fast & easy - one click approval/denial, works in any country, and does NOT require cell service to use.

How do I get DUO on my phone? During account setup you can select to install the DUO app and yoou willIf you are already setup, login to Flatwater Bank Online Banking and select "manage profile" then "phones". Select an existing  device or add a new device.  Select "Multi-Factor Authentication" and you will be prompted to set up the Duo App. 

I don't want to receive a one-time passcode every time I log in to Online Banking on the same computer. What should I do? Once you enter your one-time passcode in the field provided, you will have an option to register your computer or device. We only recommend registering a computer or device if it is yours and it is private. If you register your computer or device, you should not be prompted with a request for a one-time passcode on future logins. If you have registered your computer or device, and you are still prompted to verify your identity with each login, it may be because your browser is set to clear its cache upon closing. Please contact Flatwater Bank for further assistance.

I'm having trouble logging in. What should I do? Should you have any questions or you would prefer to have assistance with your Online Banking login, please don't hesitate to contact us by calling 308-537-7181.

When I log in I am being asked Security Questions that I have never chosen before. Why? Virtually every time you experience this issue, it is due to the fact that your username was entered incorrectly. Please go back to our homepage and carefully re-enter your username. If you are unsure of your username, please contact the bank or click here for your username.

Is Online Banking secure? Yes. Flatwater Bank's commitment to keep your accounts safe while adopting the latest security requirements provided by the government. The authentication procedures used for each login comply with the best industry practices on how to best protect you and your finances, including several levels of extra login security.

What time of day do transfers occur?

If transferring between two Flatwater Bank accounts, transfers will be made the same day they are made if done by 5:00 p.m. on a banking business day.

Can I pay my loan with Online Banking?
Yes. Select the "move money" tab and follow the prompts to make a payment.

Can I transfer money to other financial institutions?
Yes. You will need to add the other financial institution as a Bill Pay Payee. Then, select the "move money" tab and follow the prompts to make a payment.

I still get a paper statement but would like to receive it online now. What do I need to do?Click here to details.

What export options do I have for my transaction history? You have the following download format options: Quickbooks, Quicken, CSV (Excel), BAI2, and PDF/Print document. To export your transactions, click on "view accounts" and select the account you wish to view. Then click on the down arrow next to the magnifying glass in the account title. A new box will open and ask you to select the preferred download format and start and end dates. Next, select "download". You will receive a popup asking if you would like to open or save the document. If you wish to print your transactions in a printer-friendly format, choosing a PDF/Print document, or Excel document is an excellent way to do so.

How do I find my Online Statements? Once you are logged in to your Online Banking, click on the "Documents" tab. Select the account you wish to inquire about and the date range. The first time you view statements, you will need to follow the prompts to accept the terms of conditions and view a test PDF.

I would like to change some setting within my Online Banking, such as my password or my email address. What do I need to do? Once logged in to your Online Banking, click on the "manage Profile" tab under your name. You will find options within that include your phone,  Email, Bill Pay Profile, Security (change password here), and Preferences. Under Preferences, you can reorder your accounts, rename your accounts, hide accounts, and hide dashboard tiles.

What are the fees for Online Banking?
Online Banking is free for all Flatwater Bank accounts.

Are there limits to the types of transfers I can do with Online Banking?
The "Move Money" tab allows you to transfer funds between any Flatwater Bank accounts. You may also transfer money by adding payees to your Online Banking Bill Pay.

How much transaction history can I view online?
You can view up to 120 days of transaction history through Online Banking.

How current is my account information?
Online Banking offers you the most current balance and transaction information available. Most account information will show as soon as it is processed.

Signing In:
  • Forgot your Customer ID? Click here  
  • Forgot your password? Click here

Bill Pay FAQs:

What is Online Bill Pay?
Online Bill Pay is a service that allows you to pay virtually anyone or any company through your online banking account. You determine who you want to pay, when you want to make the payment, and which account you want the payment to come from. It's safe, secure and easy to use.

How do I sign up for Bill Pay? It's easy. First you need to be an online banking user. If you have not enrolled in online banking, click here to enroll. If you are already an online banking user simply log in to Online Banking and click the move money tab. The system will lead you through setting up your profile. Once you have set up your profile and then set up a payee, you may proceed with paying that payee when you wish.

How do I add a new payee? Go to the My Payees tab and choose the + sign to add a Payee. You will choose the type of payee you would like to add and enter the details of that payee. Once saved, that payee will now show up as an option in your recipient list.

How do I pay a bill? To make a payment to a payee you already have in the system,  go to the "Move Money" tab and select new transaction. Choose the funding account you wish to pay that bill from, choose the recipient, enter the amount you wish to pay, and when it should occur. You can even add an optional descriptive note. Review the transfer and hit submit. In the next screen, you will have the option to print/save your confirmation.

When will my account be debited for a bill payment I sent? Bill Payments can be sent in two ways: electronically or by mailed check depending on how the payee is set up to receive funds. Your account will be debited when the payment is received and deposited by the payee. An electronically presented payment typically clears 1-3 days after the payment is made. 

How do I edit the details of an existing payee? Go to the "My Payees" tab, choose the payee from the list provided and either edit or delete that payee. Caution: If you delete a payee, you will delete your history with that payee also. 

How do I add a new funding account through Bill Payment? Select "Manage Profile". There you will see an option to select Bill Pay Profile where you can change your personal information or add a new pay form account. It is here that you select your default account.

I made a mistake on a Bill Payment I made. What can I do? If you make a payment prior to 3:00 PM CST on a business day, you will have the chance to edit or delete it up until 3:00 PM CST on that day. If you realize that a mistake was made after 3:00 PM CST on that day, the payment will already be in processing and will not be able to be edited.

I'd like to make a stop payment on a Bill Payment that has processed and was sent as a check. What should I do? Simply contact our Bill Payment provider by calling the toll-free number at the bottom of the Bill Payment page, or call the bank for assistance.

How do I edit my contact information in Bill Payment? Simply go to the Options tab, then to View Contact Info. You can update your information as you wish on this screen.

What is P:P or Pay a Person? This convenient feature allows you to make person-to-person payments electronically to anyone you choose, such as a landlord, babysitter, or relative.

How does P:P or Pay a Person work? Click here for step-by-step instructions.

Online Banking & Bill Pay Security

Is Online Banking secure? 

Yes. Flatwater Bank's commitment to keep your accounts safe while adopting the latest security requirements provided by the government. The authentication procedures used for each login comply with the best industry practices on how to best protect you and your finances, including several levels of extra login security.

I use Online Banking from home and work. Can you remember two different computers? 
Yes. Simply select "remember this device" when logging in.

Will the system automatically remember my computer?
No. When logging in on a different device you will need to select "remember this device".