Frequently Asked Questions (FAQs)
You may find answers to common questions about Banking, Online Banking, and Bill Payment here. If you need additional assistance, please call our customer service team at 215.789.4200 or email firstname.lastname@example.org.
Q: Are my deposit accounts FDIC insured?
A: Yes! Each individual customer's account is insured by the FDIC. On July 21, 2010, the standard insurance amount was permanently increased to $250,000 per depositor for each ownership category.
Q: How do I set up Direct Deposit of my payroll check?
A: After your checking account application has been approved, you will receive our routing and transit number and your account number. If your employer participates in a direct deposit program, simply provide this information to the human resources or payroll department at your company, and your direct deposit will usually begin within 30 days.
Q: How do I set up Direct Deposit of my Social Security check?
A: After your checking account application has been approved, you will receive our routing and transit number and your account number. Simply contact the Social Security Administration and have your Social Security number and account information available to set up your direct deposit.
Q: Can I get information about my account by phone?
A: Yes! Account information is available from our customer service team at 215.789.4200 (#2) during business hours, or ask about Bank by Phone for automated account information 24/7.
Q: Is interest paid on my checking account?
A: Interest is paid on our Free Checking account for balances over $10,000.00.
Q: Can I open an account if I don't live in the United States? What if I live in the United States but am not a citizen yet?
A: At this time, we primarily accept applications from persons residing within the 8-county Philadelphia Metropolitan area with valid U.S. tax identification numbers (Social Security Numbers). If you have questions, please contact us.
Q: Can I look at all of my transactions at any time?
A: Yes! With Online Banking, you have access to your account information 24 hours a day, 7 days a week!
Q: How frequently is my information updated?
A: Your account information is updated every business day with new transactions that posted to your account the previous day.
Q: Are wire transfers possible to and from my checking account?
A: Yes! Funds can be transferred to and from accounts by wire transfer or via ACH (Automated Clearing House) debits or credits. Contact us for details.
Q: When may I use Online Banking?
A: You may use Online Banking to access your account information every day, at any time of day or night.
Q: What is Online Banking?
A: Online Banking is a secure tool that allows you to use a personal computer with an Internet connection to conduct your banking online.
Q: What can I do with Online Banking?
A: You can:
- View your latest account activity
- Transfer funds between accounts
- Pay recurring, occasional and one-time bills
- Send and receive secure electronic messages concerning your accounts
- Download account information directly into Quicken® and QuickBooks®
Q: Is any of my personal information stored in the Online Banking product?
A: Yes, the Online Banking product securely stores your User ID, password and user preferences.
Q: How current is my online banking information?
A: Your account information is updated throughout the business day with new transactions that post to your account on an on-going basis.
Q: What accounts will I be able to access through Online Banking?
A: You can access your checking and savings accounts from the Online Banking service. Our Online Banking Product is intended to give you as much access, security, and versatility as possible.
Q: How much account information can I view at once?
A: The system will automatically show the last 10 days of transactions and information. However, you can choose to view previous history by using other optional settings. Your account statements will also become available for up to the past 24 months.
Q: Can I view my account details in more than one way?
A: Yes! You can view your accounts by date, check number, amount or type, in ascending or descending order.
Q: What formats can I download my transaction history in?
A: Online Banking supports downloads to Quicken™ and QuickBooks™.
Q: When can I use Online Banking services?
A: With Online Banking, you have access to your account information 24 hours a day, 7 days a week!
Q: How long can I be inactive before being logged out of the Online Banking product?
A: The inactivity time out default is set for ten minutes.
Q: What is required to use the Online Banking service?
A: All you need to use Online Banking is a computer with Internet access and a secure browser that supports 128 bit encryption. Browsers that are officially certified include Microsoft Internet Explorer (IE) 8.0+ as well as Firefox 4.0+. Browsers that are supported but not certified include IE 9.0+, Safari 5.0+ and Google Chrome. If you are using one of these or any other browsers and experience a problem, please use the "Make a Suggestion" link at the top or bottom of the page to tell us about the problem. You may notice an announcement just below the top menu that encourages you to upgrade to the latest browser. Doing so will enhance the speed and functionality of the new online banking pages.
Q: How do I access Online Banking?
A: You must first complete the Online Banking Registration Form by clicking the Enroll Now within the Login box area of the home page of our website. Once your registration application is received, we will process your request. You will be notified by email when you can access your accounts online. You must have an existing checking/savings account before banking online.
Q: Can I create my own password that is easy for me to remember?
A: Yes, you create your password when you fill out the registration form using the guidelines outlined on the form. You may also change your password at any time through the My Profile click.
Q: What happens if I forget or lose my password?
A: Please call us and we will take you through the steps needed to get back into the system immediately.
Q: Why do I have to keep entering a verification code to log in?
A: This appears to be an issue with Internet Explorer (IE) 9.0+ automatically deleting your cookies every time your shut down your computer. Thus, you are not recognized the next time you try to log in to online banking, and you have to enter the verification code again. To fix this try following the steps below:
- Within IE 9.0+, click the Tools icon on the upper right side (looks like a gear wheel).
- Select Internet Options from the dropdown list
- In the Browsing history section, uncheck the 'Delete browsing history on exit' checkbox
- Click the Privacy tab
- Click the "Advanced" button
- Select the "Override Automatic Cookie Handling" checkbox
- Select 'First-party Cookies' and 'Third-party Cookies' radio buttons, if needed
- Select the "Always Allow Session Cookies" checkbox
- Click the OK button.
Q: Can I transfer money from one account to another account?
A: Yes, if both accounts can be accessed online. Click the Move Money tab and then use the Make a Transfer tab to schedule the transfer, or click on Make a Transfer from your account history screen.
Q: Can I transfer money from my Hyperion Bank account to another account at another financial institution, or transfer money from the external account to my Hyperion Bank account?
A: Yes. First, click the Move Money tab then Add External Transfer Account link on the Transfers page and fill out the information on the page. Hyperion Bank will review and approve the account for external transfers. Once the account has been approved and "test" transfers confirmed by you, you can schedule transfers between your online accounts and the external account on the Move Money tab.
Q: Can I change my Access ID?
A: Yes. Your Access ID can be changed after your initial login by clicking on My Profile.
For more FAQs, click the Help tab within Online Banking.
Online Bill Payment/Presentment
Q: What is Online Bill Payment?
A: A service that allows you to set up payments online to just about anyone. You select the person or company to make a payment to and the payments system will withdraw the money from your account and send the payee a paper check or an electronic payment. You can schedule a one-time payment in advance, or set up payments to reoccur automatically.
Q: Who can use the service?
A: Anyone who uses this Internet banking site. To activate the payments service for your account, please contact Hyperion Bank.
Q: How are payments made?
A: The Bill Pay Provider (a third party vendor) makes the payment for you and the amount is automatically deducted from your account. Depending on the payee, payments are sent as paper checks or electronic payments. All you need to do is to set up a list of payees to whom you want to make payments. A payee can be any company, service, or individual, which you need to add to the system only once.
After you set up your payees list, you schedule your payments. Payments can be one-time only or recurring. Recurring payments are automatically rescheduled on the date you specify.
Q: How far in advance must I schedule payments?
A: We recommend that you schedule your payment a minimum of four (4) business days before the actual bill due date to allow time for electronic processing, or for mailing if a paper check is sent. The Online Bill Pay system determines whether a payment is sent electronically or by check, based on whether the payee accepts electronic payments and other guidelines.
Note: Remember that the payee might not post the payment immediately, so please check with them.
Q. How do I know if the company or person received my payment?
A. Look for the payment to move from the Pending Payments section to the Recent Payments section. You can see a list of pending and recent payments for a particular payee in the Payment Assistant.
You can see a list of pending and recent payments for all payees in the Payment Center.
If the payment was processed normally, you see the amount of the payment. If you canceled the payment, or if it failed during processing, you see the status of the payment.
You can also check the status of the payment in Bill History. If the status is Paid, the payment has been sent to the payee. In some cases, you may see the date when the payee posted the payment to your account.
When you set up your bill reminders, you can select an option to receive an e-mail message when the payment is sent. The message contains any posting information that the payee sends us. If you want to confirm that the payment has been posted to your account, contact the payee. It can take a few days for the payee's payment system to show the credit to your account.
Q. Can I change a payment?
A. Yes. If the payment has not started processing, you can change the:
- Account from which to make the payment.
- Date you want the payee to receive the payment.
- Amount of the payment.
Changing the Payee--If you made a payment to the wrong payee, you can cancel the incorrect payment and make another one to the correct payee
Q: Who can I make payments to?
A: Anyone in the U.S., if you have their mailing address. We have many companies already on our national database, but you may add anyone to the payee database as long as you supply the mailing address.
However, we do not recommend using the service to make tax payments, because your payment would arrive without your tax return forms, making it much more difficult to process. In addition, the Internal Revenue Service (as well as most other government agencies and state taxation authorities) will not cooperate with a third party vendor in cases of discrepancy or other disputes.
Q. Which bills can't I pay with Online Bill Pay?
A. You cannot use Online Bill Pay to pay any company or person with an address outside the United States or its territories.
Q: What are Automatic Payments?
A: An Automatic Payment can be set to make a recurring payment for the same amount on a particular schedule (for example, your mortgage payment), or can be set to automatically pay any E-bill. The Online Bill Pay system can automatically pay an E-bill regardless of the payment amount, or you can choose to set a limit on the amount automatically paid. For example, you can have the system pay bills under $100, but for bills over $100, you will receive a message that the minimum amount due on your bill exceeds your maximum limit. In this case, schedule the bill on the Payment Center page.
Q: I see the message: "Pay all your bills in just minutes when you add Bill Pay to your Internet Banking service. Simplify bill paying in one easy step." What does it mean?
A: It means if you haven't already, you should sign up for Bill Pay. If you requested the service more than a few days ago and have not received a response, contact our customer service team for personal assistance.
Q: How do I register?
A: Go to Add/View Account Services on the User Services tab. There may be a fee for the service.
Q: How long does it take to start up the service?
A: It generally takes a few business days. You will receive notification when you can use Online Bill Pay.