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This section includes frequently asked questions about your accounts in online banking and the mobile banking app.
When I download my history to Quicken or QuickBooks, the application does not launch automatically. Why?
The file type is not properly associated with the application. The easiest way to create the association is to save the download file to your desktop the first time, right-click the file and click Open with. In the Open With dialog, select Quicken or QuickBooks. The next time you download your history, the program should launch automatically. For more information, check the documentation for your desktop computer.
Yes, if your rights permit you to see the activity of the other users instead of just your own.
What is a Tracking ID?
The Tracking ID is a unique identifier for each transaction that you create in online banking and the mobile banking app. It is a reliable way to reference a transaction. Tracking IDs appear in the transaction details on the Activity Center page. When you use secure messages to inquire about an account or a transaction, the message automatically includes the tracking ID.
How is the Activity Center page different from the Account Details page?
The Activity Center page contains all transactions initiated in online banking and the mobile banking app including checks deposited through mobile RDC. The Activity Center page does not include transactions that you make by other means, such as ATM or debit card transactions. The Activity Center page also shows the status of each electronic transaction as it moves from a drafted status to approved, then processed.
The Account Details page is a record of processed and cleared transactions against your account from all sources. The Account Details page does not include transactions that have been drafted, approved, or canceled in online banking or the mobile banking app, only those that have already cleared or that will clear your account the next processing day.
Why are some accounts not in the account drop-down list when I view statements?
Certain account types do not support E‑Statements.
I clicked Get Statement on the Statements page, but nothing happened. Why?
Ensure that you have allowed pop-ups for the online banking site in your browser settings. It is likely that the pop-up box is being blocked by a pop-up blocker or a toolbar pop-up blocker. You can disable the pop-up blocker or add the online banking site as an allowed site.
Why would I choose to view my statement as an image instead of a PDF?
If you are on a public computer, you may wish to view images. PDF documents are often cached by the browser and stored in a temporary files folder. If you select PDF on a public computer, you should delete the cache files and other temporary files after you log off to ensure your security.
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