• Stop by any one of our office locations and complete an “Internet Banking Access Form”.  Within three business days your account will be accessible online.

WHAT is the difference between my customer number/Access ID and my account number?

• Your customer number/Access ID is the same as your account number but replacing the last two digits of the account number with “00”; i.e. if the account number is 12345601 then the customer number /Access ID would be 12345600. (if you are looking at your bank statement it will show both the account number and customer number with leading zeros. DO NOT use the leading zeros as part of your Access ID.)

WHY doesn’t my name appear on the screen when I log on?

• Only the name of one account holder appears on the screen when you sign on to our Internet banking site.

I HAVE a joint account with another person. Why can’t I have my own password?

• Your customer number has to be used as the Access ID and each Access ID can have only one password associated with it. However, if you have another customer number you can choose it as your Access ID and choose a separate password. (if you don’t have another customer number to use we can assign one to you)

WHY can’t I log onto the online banking segment of the website?

• Make sure you are using the correct Access ID and password. REMEMBER, THE PASSWORD IS CASE-SENSITIVE. When you sign on for the first time your password will be heritage in lower case. After you log on you will be asked to change your password. At that point you can use upper and/or lower case characters. Your password must contain 6-10 characters which can be all numbers, all letters, or a combination of both.

WHAT happens if I try to sign on and input the password incorrectly?

• For security reasons you will have three attempts to log on. After three unsuccessful attempts you will be locked out of the Internet banking site. If this happens you will have to call our Burlington office (859-586-9200) to have your password reset. At that time you will be asked for the answer to your security question and any other means of identification deemed necessary. (your security question and answer are determined when you sign up for Internet banking)

CAN I access both my personal and business accounts on-line?

• Yes. However, you will have a different Access ID and password for each.

CAN I access all of my accounts, including loans?

• Yes. * All you need to do is provide the account numbers when you sign up for Internet banking. You can add accounts at a later date but you must do so in writing. (*there is a limit of 5 customer numbers and 32 accounts)

I HAVE automatic internal transfers already set up on my account. Why don’t they appear when I look at the transfer list?

• Only the internal transfers that are set up through the Internet banking site will appear here. If you want to have online access to transfers previously set up by the bank, you will have to tell us in writing to cancel these transfers. You can then set them up on our Internet banking site. However, you can leave the existing internal transfers as they are and they will work like always.

CAN I pay my bills online?

• YES!  We offer two consumer BillPay products and Business BillPay. On the Home Page of our website www.heritagebank-ky.com log into Online Banking and click the Consumer BillPay button or Business BillPay button. Click “Demo” to view a sample of the product or “Enrollment” to enroll for the product.

WHEN I signed up for Internet Banking I included an account that is no longer in my list of accounts. Why is this account no longer listed?

• If you have had no activity on your account for a period of 180 days the account will not appear in your list of accounts. You will need to make a deposit or withdrawal to reactivate this particular account. After this deposit/withdrawal has posted to your account it will again be available for access online. (please be aware that if the transfer is made after our balancing cut-off time it will not post until the following business day)

WHILE signed onto the online banking site I stepped away from my computer. When I returned I could not access my accounts.

• For security reasons if there is no activity on the online banking site for 15 minutes you will be automatically signed off. Simply go to the home page and sign in again.

HOW do I go back to the beginning of the Online Banking section without logging off?

• Simply click the “Accounts” icon to go back to the beginning of the Online Banking section.

FOR FURTHER INFORMATION GO TO THE HELP BUTTON LOCATED ON EACH SCREEN.