Q: What software and computer requirements do I need to have in order to access FBHP Online Banking?
A: For best performance, we recommend you use one of the following supported browsers:
- Microsoft Internet Explorer
- Apple Safari 5
- Chrome 8
You will need a minimum of Adobe Acrobat Reader 8.0 to view estatements. To obtain the latest version of Adobe Acrobat Reader if you do not already have this software, please click on the link below:
Q: How secure is FBHP Online Banking? Is my financial information safe?
A: FBHP Online Banking is secure. Technology has been developed to safeguard your data through encryption or coding of information, creating barriers between systems that can only be accessed with authorized passwords, and by creating safe pathways to and from each system. You can also help safeguard your information by protecting your password and keeping it secure. The password is the only way to get access into your account.
Q: How much does FBHP Online Banking cost?
A: Customers will not be charged for utilizing FBHP Online Banking.
Q: Which of my accounts will I have access to when I sign up for FBHP Online Banking?
A: You will have access to all of your accounts in which you are a primary or secondary owner. You will be able to view your account balances, transfer funds between accounts, pay bills, and review past and present statements. Note to Business accounts users: you may not be able to view your Personal and Business accounts together. You may need to enroll separately for the two types of accounts and use a second password to access your business accounts if they have a unique FEIN or Tax Identification Number.
Q: If I share a checking account with someone else, do we both need to enroll or can we share a FBHP Online Banking account?
A: For security purposes, we recommend that each person enroll separately and receive unique passwords.
Q: How current is the information I see in FBHP Online Banking?
A: The balance for checking and savings accounts is real-time and will change throughout the day based on your activity. Your balance will reflect your activity whether it is with your First Bank of Highland Park ATM and Debit Card transactions, or if you scheduled a one-time transfer between your accounts. All other account information is current as of the end of the day processing from the night before.
Q: What types of accounts can I transfer funds to and from?
A: You can transfer funds between any checking and savings accounts within the parameters specific to your account. Please refer to the terms and conditions of your account in our Retail or Business Account Disclosure Statement. Please note that in most cases, you cannot transfer funds between business and personal accounts.
Q: When will my transfer take place?
A: If you initiate a one-time transfer before 5pm Central Standard Time (CST), the transfer will take place on the same business day. If you initiate a one-time transfer or scheduled transfer after 5pm CST, the transfer will occur on the next business day.
Q: What if I have a question or need to talk to the bank?
A: Send us a message! Just click here to go to our contact us page. We'll respond as quickly as we can or call 847-432-7800 during normal business hours.
Q: Is FBHP Online Banking available 24 hours a day?
A: Yes. FBHP Online Banking is available 24 hours a day, 7 days a week with the exception of systems maintenance that will occur periodically.
Q: How do I get started with Bill Payment?
A: The first thing you'll need to do is organize all the information about anyone you want to pay through online Bill Payment. You'll need to gather information on each payee to be setup, including:
- Payee Name
- Payee Payment Address
- Payee Phone Number (typically identified for Billing Inquiries on your statement from the Payee)
- Your Account Number with the company or individual Payee, shown on your billing statement from the Payee.
Now you're ready to set up these companies and individuals as your "Payees". Once you've logged on to the FBHP Online Banking website, select "Click Here for Bill Payments" then "Set-up/Change" and enter the information requested. You'll need to fill in all of the information requested or we will not be able to process your payment.
Payee information should be entered exactly as it appears on the billing statement. Inaccurate or incomplete payee information can cause delays in the posting of payments. Please verify the accuracy of the information that you enter.
Please note that the Account Number is your Account Number that identifies you to that Payee. Please enter this number exactly as it appears on your billing statement from the Payee.
Q: Who can I pay with Bill Payment?
A: You can pay any individual, family member, friend; or any business, merchant, or professional who generates an invoice for products or services. The only bills you can't pay online are those to the government taxing authorities, court directed payments such as alimony and child support, and payees located outside the United States.
Q: Should the payment date I give be the date the payment is actually due?
A: No. The first payment to a Payee must be scheduled at least five business days prior to the due date to allow adequate time for the Payment to reach the Payee. The due date is the date the Merchant has designated for payment and should not be adjusted for any grace period. Once we've been notified whether a Payee accepts electronic payments or requires a paper check, after making the first payment to that Payee, then our service will display a message indicating that the Payee requires either two or five days lead time.
Q: How soon are funds actually taken out of my account?
A: Bill payments are debited from your account on the “scheduled payment date” which is the date you want the biller to receive payment. Your account will be debited at this time unless it is a non-business day in which case funds will be debited the day prior.
Q: What is a recurring and non-recurring payment?
A: A non-recurring payment is a one-time payment. These include payments in which the amount fluctuates each time such as your phone bill, or any payment you don't want to make regularly - such as a florist you use now and then.
A recurring payment is one you make regularly for the same dollar amount each time, such as the monthly payment on your mortgage. You only need to setup a recurring payment once. From then on, we'll make the payments for you automatically.
Q: What is your payment guarantee?
A: If all payment guidelines were followed and a payment is still posted late to your account with a merchant resulting in a late fee, at our discretion, we will make an attempt to have the merchant waive the late fees. If the merchant is unwilling to waive the late fees, up to $50 in late fees assessed by the merchant will be covered by us.
Q: How close to the original payment date can I change or cancel a Bill Payment?
A: You can change or delete a Bill Payment up until 24 hours prior to the payment date you originally scheduled. Otherwise a stop payment is required; check our Schedule of Fees for the most current fees.
Q: Do I have to re-enter payee information each month?
A: No. Online Bill Pay is designed to end the repetitiveness of paying bills. You set up your list of payees just once, and use that list month after month. You can add or change payees from your list at any time as your bill paying needs change.
Q: Can I schedule multiple payments to the same payee?
A: Currently you cannot schedule multiple payments to the same payee. However, if you need to make multiple payments to the same payee, you can set up multiple instances of the payee with the same payee information.
Q: Can I make changes to an already scheduled payment?
A: Yes. You may use FBHP Online Banking to electronically change both the payment amount and the Delivery Date of any scheduled Recurring Payments at any time prior to 1:00 P.M., Central Standard Time, USA, on the Transaction Date.
Q: How secure is my bill payment and personal information?
A: We use several methods to ensure that your information is secure.
- SSL—Secure Sockets Layer ensures that your connection and information are secure from outside inspection.
- Encryption—128-bit encryption makes your information unreadable as it passes over the Internet.
- Automatic Sign Out—Automatically signs you out of a session if you are inactive for a predefined time (usually 10 minutes). It is best if you sign out immediately after you finish your tasks.
Q: Can I use assistive technology for access?
A: Yes, we've incorporated several enhancements based on priorities one and two of the World Wide Web Consortium's Web Content Accessibility Guidelines. These enhancements aim to make our bill pay solution more accessible to assistive technology users.
Q: Is there a fee for Bill Pay?
A: Only expedited fees will be charged for Bill Pay Services. Please check our Schedule of Fees for the most current fees
Q: How do I enroll in FBHP Mobile Banking?
A: When you log into Online Banking you will be presented with 3 options; “Enroll Now, Ask Me Later, and No Thanks’. To enroll in FBHP Mobile Banking select the “Enroll Now” option, accept the Terms and Conditions and follow the step by step instructions.
Q: What if I choose the “No Thanks” option and change my mind at a later date?
A: You may enroll via the “Options” tab within Online Banking or you can download the app via the Google Play Store or iTunes
Q: How do I find the FBHP Mobile Banking app?
A: The FBHP Mobile Banking app is located within the Google Play Store and iTunes. You can search the keywords “First Bank of Highland Park”.
Q: Which carriers support the FBHP Mobile Banking app?
A: The FBHP Mobile Banking app supports tier 1 carriers which include AT&T, Verizon, Sprint and T-Mobile; others may work on a limited basis.
Q: Are there fees associated with using the FBHP Mobile Banking app?
A: We do not charge a fee for using our FBHP Mobile Banking app however, you should contact your service provider regarding fees associated with text messaging and accessing the internet via your mobile device.
Q: Can I have FBHP Mobile Banking without having Online Banking?
A: No, you must enroll in Online Banking first, after which, you may enroll in FBHP Mobile Banking.
Q: What if I have issues seeing my account(s) or performing transactions?
A: If you downloaded the app, you should be able to process most transactions. You may not be able to receive alerts or text messaging if you did not choose those options. You will need to activate Text Banking and Mobile Alerts via Online Banking:
- To activate Text Banking, log in to Online Banking, select Options→Mobile Banking to arrive at the screen that will allow you to activate Text Banking.
- To activate Alerts, log in to Online Banking, select Alerts→select Account Type→Setup New Alert→Mobiliti.
Q: What if I do not have a ‘log off’ option on my screen?
A: That is ok, the system will disconnect your sign on after:
- Standard Timeout periods for App = 5 minutes
- Standard Timeout periods for mobile device web browsers = 10 minutes
- On some phones closing the application will log you off
Q: I am unable to download the app.
A: This may be due to the fact that the background data is restricted on your mobile device. Contact your carrier for assistance or try some of these troubleshooting options:
- Open your device’s main settings menu
- Under “Wireless and Networks”, select “Data Usage”
- Touch the “Menu Icon”
- Make sure “Restrict Background Data” is unchecked and “Auto-Sync Data” is checked
- On some devices, the background data options may be under Settings>Battery & Data Manage Background Data
Text Banking and Mobile Alerts FAQs
Q: I did not receive my authorization code for the Text Banking option.
A: You may have not elected to receive text messages via the FBHP Mobile Banking service. To verify this, select the “Options” tab within Online Banking. Then, look for your Mobile Banking selections on the right side of the screen. You may then elect to receive text messages by clicking on that option and hitting the “submit” button in the bottom right corner of the screen.
Q: What is the application code?
A: To send and receive Text Banking messages via FBHP Mobile Banking you must verify your phone and identity by entering the code fbhp7800.
Q: What is the difference between Mobile Banking, Text Banking and Mobile Alerts?
A: Mobile Banking allows you to access your account via our FBHP Mobile Banking app. You can view account history, check balances, transfer funds, pay bills and deposit checks.
Text Banking allows you to access your accounts via SMS text messaging. Through a series of Quick Code commands you can view your account history, check balances and locate FBHP ATMs.
Mobile Alerts are automatic notices sent to you via SMS text message. You choose which Mobile Alerts you want such as daily balance, debit card purchases, transfer notifications, checks cleared, low balances, etc. You determine what Mobile Alerts are sent and how often you are notified.
Q: How do Text Banking and Mobile Alerts work together?
A: A Mobile Alert will notify you of activity within your account and you can respond by texting back a Quick Code command to retrieve additional information. For example, if you receive a check cleared alert via text message, you can text back the Quick Code command BAL along with your account nickname to check the balance of your account.
Q: Is there a list of Quick Code commands?
Quick Code Description
Quick Code Example
BAL + acct nickname
HIST + acct nickname
ATM + street or zip code
Q: What if I do not receive a response from my Quick Code text?
A: First, confirm that you are responding to a recent Alert Message. Make sure that you are using the correct spelling of the Quick Code command and you are using the correct account number or nickname.
Mobile Deposit Q&A
Q: Can I use my mobile device to make a deposit?
A: Yes, there is a “Deposit” tab within the app. Touch and follow the prompts to make a deposit.
Q: When will my deposit be available?
A: In most cases your deposit will be available on the next business day.
Q: What happens if my deposit fails?
A: The FBHP Mobile Banking app will provide a reason for the failure. Review the reason it failed, correct the errors and redeposit the item.
Q: How will I know if my deposit is accepted?
A: If no message is received rejecting your deposit it has been reviewed and accepted.
Q: How will I be notified of a rejected deposit?
A: You will receive an email notification regarding a rejected deposit with instructions on how to proceed with your deposit.
Q: I made a deposit two hours ago. Why does my deposit still show as a “pending” status?
A: Our cutoff time for extracting and posting files is 5 PM. All items submitted prior to 5 PM will post during the nightly processing.
Q: What do I do with the check once my deposit has been accepted?
A: Generally, barring any errors, your deposit will post to your account on the business day following the day that you submitted the image of your check. After the deposit has been posted to your account we recommend that you shred the check.
Q: How do I add extra security to my phone?
A: Password protect your phone and make sure your timeout timer is set to the minimum setting.
Q: Why do I only have to enter my password and not my user ID or challenge questions?
A: Complex Device Fingerprinting-Mobiliti employs a complex device fingerprinting feature that captures up to 15 non personal elements from a user’s mobile device or web session at authentication (for example, screen size and device address). These data elements help to identify the user and how the user usually interacts with the FBHP Mobile Banking service. Any change in data from one authentication request to another may indicate possible fraud, and will result in the user being challenged. Your device was fingerprinted when you originally set this up or downloaded the app. One person may be registered on multiple devices; however multiple people cannot be registered on one device.
Q: What if I lose my phone?
A: Contact your carrier immediately and ask about their “Wipe Service”. Most carriers offer this and they can then remove the app remotely.
Bill Payment & PopMoney FAQs
Q: Can I make CheckFree bill payments using FBHP Mobile Banking?
A: Yes, there will be a tab within the app for CheckFree bill payment services.
Q: Can I add payees to my CheckFree bill pay service from my mobile device?
A: No. For security reasons you will need to add the payees through your computer via Online Banking.
Q: Can I use PopMoney with my mobile device?
A: Yes, you can send money to a recipient however you cannot request funds.
Q: Can I add a new contact?
A: Yes. Simply select the payments tab→pay other people →send money →pay to and add contact information.
Q: When will the funds be available in the recipient's account?
A: Funds may be available in the recipient's checking or savings account as early as one business day from the date they accept the funds. The recipient will receive a confirmation email with the date the funds will be in their account.
Q: What type of accounts can I use to send the payment to?
A: Payment can be directed to a checking, savings, or money market account held at a U.S. financial institution.
Q: Do payments expire?
A: Yes. The recipient has 10 days from the date of the payment notification to provide checking or savings account information. After 10 days, if the funds have not been accepted, the payment expires and the funds are returned to the sender.
Q: Is the Popmoney® service secure?
A:Yes. Popmoney® was created with your financial security in mind. Popmoney® is built on the industry's leading online money movement platform and utilizes superior risk management and fraud protection services. This is the same online money movement platform used by thousands of financial institutions, including many of the nation's top banks.
Q: Why am I not receiving my text or email alert?
A: In order to successfully receive E-alerts, you must have appropriate electronic capabilities to receive emails/texts. In addition, an accurate email/phone number needs to be provided during the initial sign-up. Delivery Failure, outside of First Bank of Highland Park’s control, may occur in various instances including your service provider’s maintenance periods.
Q: What is eCorp Online Banking?
A: eCorp Online Banking is our Online Cash Management product that allows business clients 24-hour, real-time access to their accounts. Businesses can view account information, move funds, check transactions, plus initiate stop payments, wire transfers, and ACH transfers.
Q: Who can access eCorp Online Banking?
A: This service is available to any bank customer with a business account. Businesses can also grant full or limited use of eCorp Online Banking to employees.
Q: How do I sign up for eCorp Online Banking?
A: Contact the Bank to learn how to sign-up for this service. We will work with you to establish the appropriate plan and service levels for your individual business needs.
Q: How do I get an access ID and password for eCorp Online Banking?
A: Access IDs and passwords will be sent to you once your enrollment applications have been approved and your account setup is complete.
Q: What does "real-time" account information mean?
A: Unlike other financial institutions that update information one or two times a day, eCorp Online Banking is "real time." This means account balances and transactions are updated as soon as items are processed by the bank, delivering the most current information available.
Q: How long is the transactional information available with eCorp Online Banking?
A: You can access transactional information for your current statement cycle and previous statement cycle. You have up to 25 days after the last day of your previous statement to view and/or export the information.
Q: Can I download my business account history into financial management software?
A: Yes, information from your checking, savings, and loan accounts can be downloaded to your computer, and then imported into selected software applications such as Microsoft® Excel, Money, and other commonly used software. Note that not all file formats are supported. Some functions may also support the importation of data created in an accounting program to your eCorp Online Banking applications.
Q: Can I transfer funds from/to other financial institutions?
A: Yes, depending on your level of service, you can initiate a wire transfer, or originate an ACH funds transfer.
Q: Can I transfer funds between my personal and business accounts?
A: For sole proprietors and owners, transfers can be made between personal and business accounts. This feature is not available for government, public entity, or nonprofit accounts.
Q: Can I approve the transfer of funds initiated by employees?
A: Yes. With eCorp Online Banking you can define access levels and set transfer limits for each employee.
Q: What should I do with the confirmation number I receive after initiating a transaction such as a transfer?
A: You may either print the screen or simply make a note of the confirmation number for future reference.
Q: What is Bill Pay for Business?
A: Bill Pay lets you quickly and conveniently pay anyone online that you pay today by check.
- Pay any person or company in the United States, from your leasing company to your office suppliers.
- Schedule repeating payments, such as lease payments.
- Schedule single payments up to one year in advance. The only payments you cannot make through your bill payment service are court-ordered payments and state and federal tax payments.
Q: How does Bill Pay work?
A: There are two basic steps involved in using Bill Pay to make online payments:
- Set up your payees.
- Schedule payments.
When you first begin using the service, set up your payee list by adding the payees to whom you want to make payments. Some payees can also send electronic bills (e-bills). You only need to add each payee once. When you make a payment, you specify the date that you want the payee to receive the payment. The earliest available payment date is four business days from today. Bill Pay determines whether a payment is sent electronically or by check, based on whether the payee accepts electronic payments and other guidelines. If you are a Level 3 User, you can initiate a payment, which must then be approved by a user of higher authority before the payment can be scheduled and issued. After a payment is scheduled, it appears as Scheduled in Payment Activity. After the payment is processed, the status changes to Processed. The payee receives your payment on the payment date you specified and credits your account.
Note that there can be a delay between when the payee receives the payment and when the payee credits the payment to your account.
Q: How secure is the information I give to you?
A: Bill Pay uses several methods to ensure that your information is secure.
- Business User ID and Password: Your business user ID and password are unique identifiers that only you know. As long as you don't share your business user ID and password with anyone, no one can sign in to Bill Pay as you.
- SSL: Bill Pay uses SSL (secure sockets layer), which ensures that your connection and information are secure from outside inspection.
- Encryption: Bill Pay uses 40-bit or 128-bit encryption (whichever your browser supports) to make your information unreadable as it passes over the Internet.
- Automatic Sign Out: In addition, Bill Pay automatically signs you out of a session if you are inactive for a predefined number of minutes (usually 10 minutes). It is best if you sign out immediately after you are finished.
Q: If I haven't signed up for Bill Pay, how do I?
A: To sign up for Bill Pay, eCorp clients must contact the bank.
Q: How am I billed for bill payment service?
A: Please contact us for help with this.
Q: How do I cancel bill payment service?
A: The Level 1 User is the only user who can cancel the service. On the Profile - Service Setup page, click Cancel Your Service at the bottom of the page. Before you cancel your service, keep in mind the following:
- Scheduled payments, including repeating payments, are not paid.
- Processing payments are paid.
- You no longer have access to your payment activity and you can no longer send payment inquiries. You should wait until all of your scheduled payments are processed before you cancel your service. If you let your scheduled payments process, then you won't have any outstanding payments that you can't view or inquire about after you cancel your service.
- Your payees are notified to stop sending e-bills. However, it can sometimes take a few days for the payee to process the request. Therefore, until you begin receiving paper bills again you should contact the payee directly about your payment amount and payment due date. Because you can't send your payment using Bill Pay after you cancel your service, you should make your payment to the payee by some other means, such as a check.
- If you decide to use Bill Pay again, you will have to re-enroll and set up your payee list.
Q: How do I change business information?
A: It's important to keep your business information (which includes business contact information) up to date so that we can contact you if necessary. To make any changes, go to the Profile - Business Information page and click Change.
Q: How do I change authorized user information?
A: Since authorized users can access Bill Pay and contact customer service on your behalf, their information should be up to date. You can review authorized user information on the Profile - Authorized User Information page. To make any changes, go to the Profile - Authorized User Information page and click View/Change.
Q: What if I made a mistake when I entered my payment account information?
A: If you made a mistake when typing an account number, routing transit number, or account type, you should add the payment account again using the correct information. Then delete the account with the incorrect information.