Online Banking Frequently Asked Questions

Enhanced Login Security Frequently Asked Questions

• Why do I need to answer the question(s)?
• I already added this computer, why am I being asked again?
• What is Enhanced Login Security?
• Why do I need to use Enhanced Login Security?
• How does Enhanced Login Security work?
• How do you recognize my computer?
• What will adding extra security protection do for me?
• What will happen if I remove extra security protection from this computer?
• How does Enhanced Login Security protect me?
• Can I log in from multiple computers and browsers?
• Can I still log in to my account from anywhere?
• What should I do if I do not want to use a computer that I have previously added extra security to?
• Why do I keep getting asked for extra information when I log in from a computer that I have already added extra security to?
• I share my computer with someone who also uses Internet Banking. Can both of us still log in from the same computer?

Are there any restrictions on my choice of a PIN?

Yes, there are only two restrictions. Your PIN cannot be the last four digits of your Social Security number, and your PIN cannot be all zeros

What can I do if I've forgotten my PIN?

Contact Deposit Services at 888-409-5100. After some security questions are answered correctly by you to verify identity, we can give you a temporary password. After logging in you will then be prompted to change your temporary password to a permanent one. The password must be changed in order to view your accounts or process any transactions. You can also use our Forgotten Password function, found on the Home Page in the upper left corner in the Online Banking Login box, if you previously completed the Forgotten Password questions within Online Banking.

What transactions can I do with Internet Banking?

You can:

• Verify your current account balance, the date and amount of your checks presented, deposits and ATM transactions.
• Verify the interest rate on all of your accounts. Verify maturity date and available interest on certificate of deposit accounts.
• Obtain current loan and deposit rates.
• Verify information on your loans, such as the amount of your payment, due date, interest paid, and escrow balances and disbursements.
• Transfer funds between accounts (as long as the Social Security numbers are the same.)
• Export Internet banking information directly into Quicken and Microsoft Money.
• Place a Stop Payment on a check.

When will my funds transfer actually be posted to my account?

Your transaction is posted immediately. Transfers initiated during non-business hours will be posted the morning of the next business day.

Is there a limit on the number of transfers I can make?

It depends. Savings and money market accounts have restrictions on the number of transfers that can be made per monthly statement cycle. Refer to the Account Agreement and Disclosure Statement for information regarding these restrictions.

How frequently is account information updated?

During regular business hours, account balances are updated as transactions are processed. Account information is updated every business day morning.

What is the difference between the actual balance and the available balance?

The actual balance is the total amount of funds in the account, including uncollected funds. The available balance is what can be withdrawn now.

Will I be able to transfer funds to my son or daughter's account?

Yes, provided your Social Security number is on the account and authorized to initiate transactions.

May I transfer from an account that requires multiple signatures to initiate transactions?

No.

Who should I contact if I have problems with my account?

Contact Deposit Services at 888-409-5100 or by e-mail at one of the following addresses.

• E-mail IRA and retirement products - Retirement Services Department
• E-mail ATM/Visa problems - Electronic Banking Department
• E-mail Electronic fund transfer - Electronic Funds Transfer Department

What should I do if I would like to open another account or sign up for additional services?

Visit any of our branches and ask to talk to a Client Representative.

Why do I need to answer the question(s)?

You are being asked to answer the question(s) because you have added extra security protection and are attempting to log in from a computer that we do not recognize. In order to log in to Internet Banking you will need to answer the question(s) that you previously set up.

If you are not able to answer the question(s) you will need to log in from a computer that you have added extra security protection to or contact BankFinancial at 888-409-5100.

If you would like to log in from this computer in the future without having to answer this additional information, we suggest that you add extra security to this computer during your Internet Banking session.

I already added this computer why am I being asked again?

This is probably happening because the secure cookie that was placed within your browser is getting deleted. This can happen if you delete cookies from your machine.

This is a common method that Spyware blocker software uses to remove potentially risky items from your computer. These solutions typically remove ALL cookies as a precaution, even though very few cookies are actually security risks. In order to use this feature without being asked for additional information at each login, the secure cookie that we use to identify your computer must stay within your browser. We recommend that you do not delete these cookies if you do not want to be asked for additional information at each login.

What is Enhanced Login Security?

Enhanced Login Security is an online security feature that will provide you additional protection from fraud and identity theft. Enhanced Login Security helps prevent unauthorized access to your accounts and secure financial information.

Why do I need to use Enhanced Login Security?

Enhanced Login Security will allow us to recognize you as the true owner of your account by recognizing not only your login information but also your computer. If we don't recognize your computer, we will request additional information that is known by only you, to ensure authorized access.

How does Enhanced Login Security work?

You will need to add extra security to each computer that you use for Online Banking.

This can be done easily from the Enhanced Login Security Options page. Whenever you log in from a computer that you have added extra security to, you will automatically have additional protection, and will notice no difference in the way you log in. However if you log in from a different computer than the one you have added, you will be asked for additional information in order to log in.

Please note that if you use multiple browsers within the same computer you will need to add extra security to each browser separately.

How do you recognize my computer?

When you add extra security to your computer, a secure cookie will be placed on your computer. This secure cookie is unique, and when used in combination with your login information, creates a unique way to identify you to the system. For every login attempt after you add extra security to one computer, this secure cookie is validated along with the login identification you normally enter. This secure cookie is only used by BankFinancial to validate your identity and does not contain any personal information.

What will adding extra security protection do for me?

Adding extra security protection to your computer allows us to recognize your computer along with your normal login information, which helps add additional protection from unauthorized access to your accounts. If someone were to get your login information and try to access your account from their computer, having extra security protection will stop them from gaining access because they will be asked for information that only you know, and they would not have that information.

What will happen if I remove extra security protection from this computer?

If you want to remove extra security protection from this computer, the secure cookie will be removed from the computer you are currently logged into, and all future logins from this computer will require you to provide more information about yourself that only you will know. To remove extra security protection from this computer, select the Enhanced Login Security Options page, click the radio button that says "Remove extra security from this computer" and then click the submit button.

How does Enhanced Login Security protect me?

Enhanced Login Security allows us to know that it's really you logging into your account.

We know it's you because we recognize your computer AND your login information. If we do not recognize your computer, then you will be asked for additional information that is known by only you.

Can I log in from multiple computers and browsers?

Yes, you can log in from as many different computers and browsers as you like. If you log in from a computer that you haven't added extra security to, you will be asked for additional information so that we can verify that it's really you. If you provide this information correctly, you will have the option to add extra security to that computer and avoid being asked for this extra information again.

Please note that if you use multiple browsers within the same computer you will need to enroll each browser separately.

Can I still log in to my account from anywhere?

Yes, this feature does not prevent you from logging in from any computer. If we do not recognize the computer that you are using, then we will simply ask for additional information that only you know before allowing you access.

What should I do if I do not want to use a computer that I have previously added extra security to?

If, for any reason, you no longer plan on using a computer to access your accounts, and you have added extra security to that computer, you should remove the extra security from that computer. This can be done by logging into your account from the computer that you wish to remove the extra security from and selecting the "remove extra security from this computer" option from the Enhanced Login Security options page. This will remove the secure cookie from that browser; so that if an attempt to log in to your account is made from that computer, extra information will be requested before access is granted.

Why do I keep getting asked for extra information when I log in from a computer that I have already added extra security to?

This is probably happening because the secure cookie that was placed within your browser is getting deleted. This can happen if you delete cookies from your machine.

This is a common method that Spyware blocker software uses to remove potentially risky items from your computer. These solutions typically remove ALL cookies as a precaution, even though very few cookies are actually security risks. In order to use this feature without being asked for additional information at each login, the secure cookie that we use to identify your computer must stay within your browser. We recommend that you do not delete these cookies if you do not want to be asked for additional information at each login.

I share my computer with someone who also uses Internet Banking. Can both of us still log in from the same computer?

Yes. You can use the same computer to log in to your individual accounts safely; you will not be able to access each other's information. This is because your secure cookie is linked to only your login information. There is no limit as to how many secure cookies can be installed on the same computer. Just remember to never share your User ID or Password with anyone.