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Online Banking FAQs

In order to make your Online Banking experience a pleasant one, we have tried to anticipate some questions you may ask.  Please review these questions and answers for some helpful information and if you have any further questions please contact Foundation Bank Client Services at 425-691-5000 or toll free at 1-800-603-3417.  Thank you for choosing Foundation Bank.

 

Personal Online Banking

Q. What is Personal Online Banking?

 A. Foundation Bank Personal Online Banking offers our clients safe and secure access to their Foundation Bank accounts anytime, anywhere via an Internet Connection (and Phone (mobile or land line) service for authentication.)  With Personal Online Banking you can: 

  • View balances and transaction history
  • View images of checks, deposit slips and deposited items
  • Transfer funds between your Foundation Bank accounts
  • Transfer funds to or from your Foundation Bank deposit accounts and your deposit accounts at other financial institutions
  • Establish transfer templates to use again and again
  • Receive email alerts
  • Place a stop payment on checks issued
  • View and print account statements
  • Pay bills electronically, if payee accepts eletronic payments, or by check 

 

Q. Do I have to register to use Personal Online Banking?

 A. Yes.  If you have a deposit or loan account with Foundation Bank you can easily Self-Enroll by clicking the Enroll for Personal Online Banking link in the LOGIN Box on our website and complete the 4 enrollment steps.  Or you can come into our office, fill out an application, and we will enroll you.  You will then login using the Username and Password we provide to you.  

 

Q. What do I need to access Personal Online Banking?

 A. You will need a connection to the internet, an electronic device to access the Internet, and a Web Browser.  We recommend using Microsoft IE 8.0 or higher for optimal viewing of this site. 

 

Q. Which browsers are compatible with Personal Online Banking?

A.  The following browsers are compatible with Personal Online Banking:

  • Microsoft I.E. 8.0 and higher
  • Apple Safari 6.0 and higher
  • Google Chrome 25.0 and higher
  • Mozilla Firefox 19.0 and higher, when using Windows 8 - 21   

              Note: Cookies and JavaScript must be enabled

 

Q. How secure is Personal Online Banking?

 A. Once logged on to our Online Banking site, you will be in a secure zone.  This is evident by the “https” that will appear in the URL as compared to “http” and a lock icon in the address bar.  All sensitive and personal information is encrypted and access requires a Username and Password that only you know.  In addition, our Identity Verification Feature, Out-of-Band Authentication, is in place to verify your identity if any unusual or uncharacteristic banking behavior is detected.

 

Q. Do I have the ability to change my Personal Online Banking Username and Password? 

 A. Yes. You can change your Personal Online Banking Username and Password within the Settings Tab under User Options.  Follow the prompts on the respective screens.

 

Q. What should I do if I think someone has my Personal Online Banking login information? 

 A.  First, login to Personal Online Banking and change your Username and Password from within the Settings Tab under User Options.  Next contact Foundation Bank Client Services at 425-691-5000 or toll free at 1-800-603-3417 between the hours of 7:30am and 5:30pm Pacific Time, Monday – Friday, excluding Holidays. 

 

Q. What happens if I forget my Password or am locked out of Personal Online Banking? 

A.  Foundation Bank does not have access to your Password information.  If you have forgotten your Password, and it is not yet locked due to multiple incorrect Password entry attempts, you can select the Forgot your password link? on the Password Entry screen.  You will be required to correctly answer the Password Reset Challenge Question and Answer you established during initial login before you can update your Password.

If your Password is locked, due to multiple incorrect Password entry attempts, please contact Foundation Bank Client Services at 425-691-5000 or toll free at 1-800-603-3417 between 7:30am and 5:30pm Pacific Time, Monday through Friday, excluding Holidays. 

 

Q. Do I have the ability to change the email address connected to my Personal Online Banking account?

A. Yes.  From the Settings Tab, under Manage Communications Section, select Manage Contact Information, then select Change next to the email address to change.  This will automatically update your email address for all of your established Alerts and your eStatement email notification.   Note: This will only update your email address in regards to Personal Online Banking Alerts and eStatements.

 

Q.  Can I change the Foundation Bank designated names of my Deposit or Loan account(s) to a nickname of my choosing? 

A.  Yes.  From the Settings Tab, under Maintain Account Section, select Change Account Name.  Use the drop down arrow next to Account, select the Account and type in a new name in the Account Name field.  Click Submit.  

 

Q. Can I change the order in which my accounts appear in Personal Online Banking?

A.  Yes.  From the My Accounts / Accounts Overview screen the accounts appear in descending alphabetical order.  You can click the Account Name or Account Number column headers to display the accounts in ascending alphabetical order or numeric order.  

 

Q. How do I set up Personal Online Banking Alerts?

A.  You have the ability to receive email Alerts.  From the Settings Tab, under Manage Communications Section, select Manage Alerts.  To set up an Alert first select the account by using the dropdown menu option then click on either “Account Alerts” or “Service Alerts” to enable alerts for that account.  This process must be repeated for all accounts.      

Account Alerts: Alerts triggered by a transaction event.

Service Alerts: Alerts triggered by a personal identifying event change/update or a secure message sent

 

Q. How current is the account information I access through Personal Online Banking?

A. Account transactions are real-time and change during the day as you perform various deposit/withdrawal activities.  For example, if you make a deposit at the Teller Line, that deposit will reflect in your Pending Transactions listing on the Account Detail screen.

 

Q. How much transaction history can I see in Personal Online Banking?

A. Transaction history will build to 18 months.

 

Q. What is the difference between current balance and available balance?

A. The current balance reflects all transactions which posted to your account by the end of the prior business day.  The available balance is the current balance + / - all pending transactions, and are funds you can use immediately even though they have not posted to your account.  Some items which may affect available balance are; in-process transactions such as Teller Line (over-the-counter) activity, sweeps, pending Debit Card transactions, or holds on funds. 

 

Q. When I open a new Foundation Bank Deposit Account will I have access to it immediately in Personal Online Banking?

A.  New accounts should automatically appear in your Personal Online Banking account.  If you do not see your new account on the system, please contact Foundation Bank Client Services at 425-691-5000 or toll free at 1-800-603-3417 between 7:30am and 5:30pm Pacific Time, Monday through Friday, excluding Holidays. You can also send a secure message to Foundation Bank using the Requests and Message feature within Personal Online Banking.

 

Q. Can I view my check images online?

A. Personal Online Banking gives you the ability to view and print your deposited check images and your deposit slip online.  From the Account Detail screen just click on the underlined check number and you will see an image of your check.  You can select “flip” to view the back side for the endorsement, you can select “both sides” to view front and back at the same time and also print the check image. 

 

Q. Can I make a deposit to my Foundation Bank Account using my home or office flatbed scanner?

A. Yes.  You will login to our Mobile Check Deposit site and using a TWAIN compliant scanner with a TWAIN driver installed, you'll be able to scan the front and back of your endorsed check and transmit the image to Foundation Bank for deposit. Flatbed Scanner Deposit User Manual

 

Q. Can I make a deposit to my Foundation Bank Account using my smart phone?

A. Yes.  Once you register with Foundation Bank, you will be given a login ID and PIN for our Mobile Check Deposit App which can be downloaded for FREE from the iPhone Store or Android Marketplace.  (Check your mobile carrier's Agreement for applicable data transfer fees.) It's quick and super easy to make deposits on the go anywhere you are, 24/7, by snapping a picture of the front and back of your endorsed check.  Smart Phone Deposit User Manual

  

Q. Can I place a stop payment on a check?

A. Yes.  You can place a Stop Payment for a check that has not already been accepted by Foundation Bank for processing (deposit).  From the Customer Service Tab, under Stop Payment, select Enter New Stop Payment and complete the requested information.  A Stop payment can be placed on a single check, multiple checks or a check number range.  Stop Payments become ineffective 12 months from the date accepted.

 

Q. How late in the evening can I make a Funds Transfer between my Foundation Bank accounts?

A. Transfers can be completed until 7:00pm Pacific Time, Monday through Friday.  On weekends or Holidays, transfers will not process/post to the account until the next business day.  You are able to transfer funds between your Foundation Bank accounts that have been enabled for funds transfer. 

 

Q. Can I make a funds transfer to someone else's deposit account at Foundation Bank?

A. Yes.  From Personal Online Banking you can transfer funds from your deposit account to another person’s Foundation Bank deposit account.  The holder of the person’s Foundation Bank deposit account must also have Foundation Bank Personal Online Banking to which the account is linked.  To establish the account for transfer eligibility, go to the Transfers Tab, and select Manage Transfer Accounts.  On this screen is a link, Add an Internal Transfer Account. Click this link and then fill in the following information: Account Type, Account Number, Account Holder Last Name and then select an Account Name of your choice to identify this account.  

 

Q. Can I transfer funds between my deposit accounts at Foundation Bank and my desposit accounts at an external bank?

A. Yes.  With the External Transfer feature you can link your external deposit accounts to your Personal Online Banking account and transfer funds to or from your Foundation Bank deposit accounts and your deposit accounts held at the external bank(s).  For same-day processing, transfers must be completed by 4:00pm Pacific Time, Monday – Friday.  On weekends or Holidays, transfers will not process until the next business day.  These transfers can take 2-3 days to reach the external account and is subject to the deposit rules at the external bank. 

 

Q. Can I make a payment to my Foundation Bank loan? 

A.  Yes.  You have the ability to transfer funds internally from your Foundation Bank deposit account to your Foundation Bank loan account to make a regular payment, interest only payment, or principal only payment.    

 

Q. What is an eStatement? 

A.  An eStatement is an electronic, PDF version, accessible through Personal Online Banking, of your monthly paper statement.  Just like a paper statement, the eStatement includes transactions and check images from a set period of time (a statement cycle) and is considered an official document.

 

Q. Why should I sign up for eStatements? 

A.  There are many great reasons to sign up for eStatements: 

  • Reduce the possibility of mail fraud and identity theft
  • Go Green and eliminate paper
  • No need to store or shred stacks of paper statements
  • eSattements arrive sooner taht paper
  • Worldwide access to your statements
  • Official documents that can be used for taxes, records, etc
  • View, print or download your eStatement

 

Q. Do I need to have Personal Online Banking to have eStatements? 

A.  Yes. You must have Personal Online Banking to have eStatements as you view your eStatement from within Personal Online Banking.

 

Q. How do I sign up for eStatements? 

A.  Login to your Personal Online Banking account and from the Settings Tab, under Maintain Account select Statement Delivery Preferences.  Next to your account choose the radial button for Paperless.  Lastly, verify your correct email address to receive email notifications that your eStatement is available.  Say goodbye to paper statements! 

 

Q. What types of accounts are available for eStatements? 

A.  You can receive checking, saving, money market and loan statements via eStatements.

 

Q. I have combined statements.  Can I sign up for eStatements? 

A.  Yes.  If you have combined statements those are available for eStatements.  Your statement Delivery Preference screen will display the primary account and the associated secondary accounts, therefore detailing all accounts combined together.  You can select the radial button for Paperless next to this account set.

To combine your checking, saving and/or money market account statements contact Client Services at 425-691-5000 via phone or send an email to clientservices@foundationbank.com, or use the secure Request and Message feature within Personal Online Banking and we will set you up.  For your safety and security please do not send confidential information via email.

 

Q. Can I change back to paper statements? 

A.  Yes.  You can change back to paper statements at any time.  From the Settings Tab, under Maintain Account, select Statement Delivery Preferences.  Next to your account choose the radial button for Paper Statement.

 

Q. Does the eStatement look like my paper statement? 

A.  Yes.  The eStatement looks just like your paper statement and includes your transaction listing and cancelled check images.

 

Q. Does the eStatement contain images of my cancelled checks? 

A.  Yes.  Just like your paper statement, eStatements contain images of your cancelled checks.

 

Q. Are eStatements safe? 

A.  Yes.  eStatements are accessed within your secure Personal Online Banking account.

 

Q. How long will the eStatements be available in Personal Online Banking? 

A.  eStatements are retained in your Personal Online Banking account for a rolling 18 months.

 

Q. How will I know when my eStatement is available in Personal Online Banking? 

A.  Each month when your eStatement is ready you will receive a notice via email to the email address you have designated for eStatements.  (Even if you do not receive the email notification, your eStatement will be there and you can login to Personal Online Banking and view your eStatement.)

 

Q. What financial software or formats can I use for download?

A.  You can download transactions from Personal Online Banking to Quicken (QFX), QuickBooks (QBO), Text (TXT), or Excel (XLS).

 

Q. What is Foundation Bank’s Routing and Transit #?

A. 125108625

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Business Online Banking

Q. What is Cash Management?

A. Foundation Bank Online Banking with Cash Management provides commercial clients with all of the great features of our Online Banking with the added capabilities to initiate domestic and foreign wire transfers, originate ACH transactions, and the allowance of checks to clear with a “check-issued file” through Positive Pay.  Foundation Bank Online Banking with Cash Management gives you greater self-sufficiency by leveraging the power and convenience of the Internet to provide greater control and service 24 hours a day, 7 days a week, 365 days a year.      

 

Q. Can more than one user access the accounts for my business with Cash Management?

A. Yes.  Foundation Bank Online Banking with Cash Management provides administrative functionality that allows the designated account administrator to grant access to multiple users with customized access to specific features within your account.  There is no limit to the number of users that can access your online account.

 

Q. Can wire transfer and ACH capabilities be setup with dual control? 

A. Yes.  The account administrator has the ability to restrict the capabilities of any user.  With this ability dual control can be accommodated.

 

Q. What is the daily cut-off time for wire transfers?

A. To be included on the current day’s business, a wire transfer must be initiated by 2:00PM Pacific Time, M-F, excluding weekends and holidays. 

 

Q. Can I initiate Foreign wire transfers?

A. Yes.  From the Edit/Add submenu under the Wires menu, select "Click Here for International wire input screen" in the upper right corner of the screen.

 

Q. What is the daily cut-off time for ACH initiations?

A. You have the ability to initiate ACH batches until 6:00PM Pacific Time, M-F, excluding weekends and holidays.

 

Q. What is Positive Pay?

A.  Positive Pay is a measure businesses can take to prevent and detect check fraud such as altered checks, counterfeit checks, checks from stolen stock, and valid issued checks that were stolen.  Businesses upload an issued items file and as checks are presented to Foundation bank for payment, if they do not match the issued file they are referred back to you to decide whether to pay the questionable item. 

 

Q. What is Foundation Bank’s Routing and Transit #?

A. 125108625

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Bill Pay

Q. What is Bill Pay?

A. Foundation Bank Personal and Business Online Banking Bill Pay allows you to easily pay your recurring or one-time only bill payments online.  Payments are sent electronically or by check remittance to any business or person within the United States. You also have the added ability to receive ebills from vendors which provide this service.

 

Q. Can I sign up for Bill Pay and not have Online Banking?

A. No.  Bill Pay works in conjunction with Personal and Business Online Banking.

 

Q. How many payees am I able to set up?

A. There is no limit to the number of payees you can have. 

 

Q. When and how are payments processed?

A. There are two types of payment – ELECTRONIC and CHECK.

    ELECTRONIC PAYMENTS

  • Those in which a payee has established a relationship with our Bill Pay system and accepts payments electronically via ACH
  • Processed via ACH on the date specified for payment

    CHECK PAYMENTS

  • Those in which a payee has not established a relationship with our Bill Pay system and payments to these payees are via a Bill Pay Check drawn on your selected funding account
  • Printed and mailed on the date specified for payment       

Allow 2-3 business days from the date specified for payment for electronic payments to reach the payee and, and 4-6 business days for payments made by check to reach  the payee. 

   

Q. Can I edit payee information? 

A. Yes, you are able to edit certain payee information.  Within Personal and Business Online Banking Bill Pay you can edit the following information for any payee: 

  • Phone Number
  • Account Number
  • Name on Account
  • Payee Nickname
  • Payment Category

To edit other information, you will have to delete the payee and set them up as a new payee.

 

Q. Can I delete a payment?

A. You may edit or delete any payment up until 1:00pm Pacific Time the day of the scheduled payment date.

 

Q. What will happen if I do not have enough money in my account?

A. CHECK payments are handled in the same manner as a check written out of your checkbook against an insufficient balance.

ELECTRONIC payments are verified for funds availability during nightly processing. If the funds are available, the account that you selected for the payment will be debited and the information sent on for processing. If the funds are not available, the payment will not be processed.  The payment will be resubmitted 2 additional times if funds are still not available.  With each failure an email notification will be sent to your email address on file for Personal or Business Online Banking.     

 

Q. How long is Bill Pay history retained?

A. Bill Pay history for active and deleted payees is retained and viewable for 24 months. 

 

Q. What is an ebill?

A. An ebill provides the ability to receive bills electronically from your payees directly to your Personal or Business Online Banking Bill Pay.  From within Bill Pay you can view, print and pay these invoices.  No more paper invoices!   (Some set up is required through the payee website.)

 

Q. What is a Person-to-Person Payment?

A. Available only to Personal Online Banking Bill Pay, this is the ability to send money to someone by using the recipients email address or cell phone number via the PayPal Network. 

 

Q. What is an Invoice Payment?

A. Available only to Business Online Banking Bill Pay, this is the ability to pay multiple invoices to one payee, via a check with detailed remittance description on the check stub. 

 

Q. I have an iPad/Mac and when I click the Bill Pay tab it logs me off.  What can I do?

A. There are some known issues with Safari 5.1.5.  iOS updates may change your Safari settings.  Here is a workaround that in most cases will correct the issue.  

  • Select Settings>Safari>Accept Cookies and change it to "From Visited" to "Always".  
  • Select Settings>Safari>Advanced>Website Data and select "Remove All Website Data"

In addition, when selecting the Bill Pay tab within Personal or Business Online Banking do the following:

  • For Mac - Hold down the Apple/CMD key while clicking the Bill Pay tab
  • For Windows - Right click on the Bill Pay tab and choose "Open in New Window"

If you are still experiencing the issue, it has been reported that setting the time one or two days in the future, clearing Safari's cache and cookies, then resetting the date back to the actual date fixes the problem.

The above workaround typically works if you enable the browser settings or options listed here (the wording could differ slightly between versions):

  • Clear the cache, then close browser, and test again
  • Try Google Chrome or Firefox
  • Safari>Preferences>Security>select: Enable Plug-ins, Enable Java, and enable JavaScript
  • Accept Cookies 

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