In order to make your Online Banking experience a pleasant one, we have tried to anticipate some questions you may ask. Before you begin, please read over these questions. We will update this page as needed. Thank you for choosing IBERIABANK for your Online Banking and Bill Pay.
| What number should I call if I can’t find the answers to my questions in this document? | Q | What number should I call if I can’t find the answers to my questions in this document? | For questions regarding Online Banking and Bill Pay, to report
a lost or stolen Password, or questions about a specific bill payment
please contact Customer Service at (800) 682-3231 between the hours of
8:00am and 7:00pm CT Monday through Friday and Saturday 9:00am and 1:00pm CT,
excluding holidays. Or send us a message through Contact Us. Close |
|
| What is Online Banking? |
Q | What is Online Banking? | Online Banking offers secure access to your IBERIABANK accounts, including balance information and account transfers. This service also provides you the option to order checks, retrieve bank statements, download transaction history, initiate stop payment orders and communicate with the bank in a secure environment, all via the internet. Business Online is online banking available for small businesses. PlusBanking™ Business provides cash management functionality online for commercial accounts. Close |
|
| What is Bill Pay? |
Q | What is Bill Pay? | The Online Banking Bill Pay service allows you to pay bills online. You may obtain quick help on various items throughout the system by choosing the option ‘Help’ from the main menu. Close |
|
| How do I get started banking online? |
Q | How do I get started banking online? | Online Banking from IBERIABANK is best viewed with Netscape 8.2, Microsoft Explorer 6.0 or higher. The browser must support 128 bit SSL encryption.
To sign up for Online Banking, you can enroll online for personal accounts or at any IBERIABANK branch office. Upon activation, you will receive your assigned client ID number and password to use when signing onto the system. Once you sign onto Online Banking, you will be prompted to change your password. Your password must consist of 6 to 8 alphanumeric characters (example alphanumeric password: summer5).
Individuals interested in using Bill Pay can enroll online or at any IBERIABANK office. You must have enrolled in and activated your Online Banking account, have a qualified IBERIABANK personal checking account and have access to the Internet. To enroll online, sign into your Online Banking account. Online Banking Bill Pay is available as an optional service. Choose this optional service from the checking account you want to pay bills.
Small business owners interested in enrolling in Bill Pay are asked to visit any of our convenient locations and visit with an IBERIABANK representative.
Commercial clients interested in enrolling in Bill Pay are asked to contact your Relationship Manager. Close |
|
| Can I access Online Banking and Bill Pay outside the United States? |
Q | Can I access Online Banking and Bill Pay outside the United States? | Yes. As long as you have an IBERIABANK checking account, Online Banking services and access to the Internet you can access your IBERIABANK accounts. Close |
|
| I’m having trouble signing on. What am I doing wrong? |
Q | I’m having trouble signing on. What am I doing wrong? | More than likely you forgot your password or you entered an invalid password. You are allowed three (3) invalid sign-on attempts before the system will lock you out. Once you’ve exceeded the three (3) attempts and the system locked you out of Online Banking, you will need to call Customer Service at (800) 682-3231 between the hours of 8:00am and 7:00pm CT Monday through Friday and 9:00am and 1:00pm CT on Saturday, excluding holidays. Before Customer Service is allowed to unlock an account, proper ID verification must be obtained from the account owner. The account owner must have a valid 12-digit Online Banking client ID number listed in their name. Customer Service will provide instructions regarding your password. Close |
|
| I forgot my client ID number. What do I do now? |
Q | I forgot my client ID number. What do I do now? | You will need to call Customer Service at (800) 682-3231, between the hours of 8:00am and 7:00pm CT Monday through Friday and 9:00am and 1:00pm CT on Saturday, excluding holidays. After proper ID verification, you will be given instructions regarding your ID number. Please note that IBERIABANK will not ask you for your password. Close |
|
| Is there a cost associated with Online Banking? |
Q | Is there a cost associated with Online Banking? | Personal Use: Online Banking does not have a set-up fee or monthly service fee. The service is free with any IBERIABANK personal account.
Business Use: Business Online does not have a set-up fee or monthly service fee. The service is designed for small businesses and is free with most IBERIABANK business banking accounts (excludes Commercial Checking Analysis).
Commercial Use: PlusBanking™ Business is designed for commercial clients that use cash management services and desire greater functionality than our standard online banking product. Please contact your Relationship Manager for pricing information. Close |
|
| Which accounts can I access through Online Banking? |
Q | Which accounts can I access through Online Banking? |
- Checking accounts
- Savings accounts
- Money Market accounts
- Time Deposit accounts
- Individual Retirement Accounts (IRAs)
- Loans
- Lines of Credit
You may transfer funds from a savings, checking, money market account, or line of credit to a loan, line of credit, savings, checking, or money market account. Time deposits and Individual Retirement Accounts (IRAs) have only viewing capabilities. Close |
|
| The system has stopped accepting my commands and the login screen appeared. |
Q | The system has stopped accepting my commands and the login screen appeared. | The system may have been idle for 10 minutes or longer. For security purposes, the system is set up with a default feature for a 10-minute time-out. If the system is not used for 10 minutes, the user will be inactive and will have to login again. Close |
|
| How late in the evening can I make transfers? |
Q | How late in the evening can I make transfers? | The transfer cut-off time is 6:00pm Central Time on business days, which is 3 hours longer than regular banking hours at most branches. Business days are Monday through Friday, and do not include federal or bank declared holidays. Close |
|
| If the system shows an error during a transfer, what do I do? |
Q | If the system shows an error during a transfer, what do I do? | Do not immediately “reload” or “refresh” the transfer. The transfer may have already been posted, and the confirmation number was lost in transit.
First, check the account the transfer was drawn on, and then check the account status of the account transferred to. If no debits or credits appear on your accounts, then the transfer was incomplete. Close |
|
| How current is the account information I access through online banking? |
Q | How current is the account information I access through online banking? | Account information is real time. When transfers are made online, the debit and credit will appear in each account once a confirmation number is given by the system. If you make a withdrawal at an Automated Teller Machine (ATM), or use a debit card, the information is posted to your account as soon as IBERIABANK receives the data from either the ATM vendor or merchant. Close |
|
| What if I open a new IBERIABANK account and want to access it online? |
Q | What if I open a new IBERIABANK account and want to access it online? | If you are already enrolled in one of IBERIABANK’s online banking services, send a secure message to IBERIABANK via the Online Banking Message Center requesting that your new account information be added to your Online Banking account. We will verify the account and process the activation of your account to allow you to access it online. If all information is correct, your new account will be available by the end of the next business day. If you are not currently enrolled in online banking but have an IBERIABANK personal account, please complete the enrollment form online for Individuals, or visit any of our IBERIABANK offices . Business and Commercial clients, please visit any of IBERIABANK offices. Close |
|
| Can I download my account information to my financial management software? |
Q | Can I download my account information to my financial management software? | Yes. You can download account information to Quick Books®, Quicken®, Microsoft Money® or a spreadsheet program such as Excel or Lotus. The information may also be saved as text and exported to your favorite word processing software.
When downloading account information, save the information to a designated file folder on your computer, or specify the destination required for Quick Books, Quicken or Microsoft Money. To retrieve the saved account information, please follow the instructions on your software application (Quick Books, Quicken, Microsoft Money, etc.). Close |
|
| How much history is available to view? |
Q | How much history is available to view? | Online Banking includes 60 days of history, and information as of your last statement. Close |
|
| Who can I pay using Bill Pay? |
Q | Who can I pay using Bill Pay? | You can pay any individual or business in the United States. IBERIABANK will not monitor or verify check payees. Close |
|
| How many payees am I able to set up? |
Q | How many payees am I able to set up? | There is no limit to the number of payees you can have. Close |
|
| When and how are payments processed? |
Q | When and how are payments processed? | There are two types of payment – CHECK and ELECTRONIC.
- CHECKS are printed and mailed on the same day processed.
- ELECTRONIC payments are processed on the same day.
All bill payments are processed twice a day. The first processing begins at 2am CT and the second processing is at 12:00 noon CT. Any payments entered after the 2am processing, and before the 12:00 noon processing will be processed the ‘same day’. Any ‘same day’ payments scheduled after 12 noon CT, will be processed the next business day at 2am CT. Close |
|
| How are holidays and weekends handled? |
Q | How are holidays and weekends handled? | Bill payments are not processed or paid on holidays or weekends. If a SCHEDULED bill payment falls on a holiday or weekend, it will be paid on the Friday BEFORE the weekend, or the last working day BEFORE the holiday. Close |
|
| How long do I have to add, delete, or edit a payment? |
Q | How long do I have to add, delete, or edit a payment? | You can add, edit, or delete a payment up to 2am CT for the 1st processing, and up to 12:00 noon CT for the 2nd processing, on the day the payment is scheduled to be paid. Close |
|
| Can I edit an existing payee that is already set up? |
Q | Can I edit an existing payee that is already set up? | The only items that can be edited on an existing payee are the alias name on the account, and the account number. If you want to change anything else, the payee must be deleted and re-entered. Close |
|
| How far in advance can a payment be set up? |
Q | How far in advance can a payment be set up? | Currently, a recurring scheduled payment can be set up in advance to any date in the future. A one time payment can be set up to be sent 5 years in the future. Close |
|
| How do I know if a merchant is electronic or check? |
Q | How do I know if a merchant is electronic or check? | To search for an electronic payee, click on ‘Payees’ from the main menu, then select ‘Add Payee’. Type the name of the payee in the ‘Enter Payee Name’ field, then select ‘Submit’. Click on the payee name to set up the payment information. If the requested payee is not a result of a search, it must be added as a check payee. Close |
|
| How long does it take a payment to reach the payee? |
Q | How long does it take a payment to reach the payee? | ELECTRONIC PAYMENTS: allow 3 to 4 business days from when the payment is submitted.
CHECK PAYMENTS: the check will be in the mail on the same business day the payment is submitted, if the payment is submitted before 12 noon CT. (This is the same as if you wrote the check out of your checkbook, and put it in the mail on the same day). Please allow up to 10 business days for a check payment. (Just a note – we have no control over the U.S. Postal Service). Close |
|
| Why does it take up to ten business days for my payment to reach the payee? |
Q | Why does it take up to ten business days for my payment to reach the payee? | Some payees are able to accept electronic payments, while other payees must be mailed a check. The 10 business days allow enough time for the payment to be received and correctly credited to your account. Here is how it works:
- You set up your payment (e.g. to your utility company or to your credit card company) using IBERIABANK’s Online Banking Bill Pay service.
- On the day the payment is scheduled to be sent, payment processing begins.
- Your payment order is sent either electronically or via U.S. mail. Your payee, not IBERIABANK, determines the payment method.
Close |
|
| What is the maximum payment amount? |
Q | What is the maximum payment amount? | Electronic payments are validated against your account ‘available’ balance prior to processing, and check payments settle against your account like any other check; therefore, there is no dollar limitation on payments made through Bill Pay. You are limited only by the amount of funds in your account, which may include any overdraft protection limit or Bounce Protection limit. Close |
|
| Can I place stop payments for bill pay checks? |
Q | Can I place stop payments for bill pay checks? | Yes. After the check is printed and mailed, the payment history will show the check number for that payment. You can initiate a stop payment order through the Online Banking ‘Main’ menu. Stop payment fees apply. Commercial accounts may stop payments through the Cash Management online banking system. Close |
|
| Can I place stop payments for electronic bill payment or can I delete the electronic item once it has been submitted? |
Q | Can I place stop payments for electronic bill payment or can I delete the electronic item once it has been submitted? | No. Once the electronic payment is submitted, it will be processed. We cannot place a stop payment on Electronic Payments after the item has been processed (see question ‘When and how are payments processed?’). It will then be up to you to contact the payee for a refund. Close |
|
| When do funds for payments debit my checking account? |
Q | When do funds for payments debit my checking account? | For an ELECTRONIC PAYMENT, funds are debited the same business day that the payment is sent, if the payment is sent before 12 noon CT. Electronic payments submitted after 12 noon CT are debited the next business day during bill pay processing. CHECK payment funds are debited from the account when the check clears your account. Close |
|
| Are checks drawn against my account mailed to the payee? |
Q | Are checks drawn against my account mailed to the payee? | CHECK payments will be handled in the same manner as a check written out of your checkbook .If the check clears with insufficient funds in your account fees will apply. In severe or habitual situations, your access to Online Banking services may be revoked and your account with IBERIABANK closed. See our Online Banking Agreement and Disclosure for further information.
ELECTRONIC payments are verified for funds availability during processing. If the funds are available, your account is debited for the payment and the payment is processed. If the funds are not available for the 2am processing, the system will try again at the 12:00 noon processing. If your account has insufficient funds at this time, you will receive a message in Bill Pay after processing informing you that the payment could not be processed due to insufficient funds. The bill pay system will continue to attempt to process the electronic payment until either you have the funds to let it go through or you delete the payment from your list of scheduled payments. Close |
|
| How long will payment history be viewable online? |
Q | How long will payment history be viewable online? | Payment history for active and deleted payees is retained and viewable for 18 months. Close |
|
| Who do I call with questions about my payment history? |
Q | Who do I call with questions about my payment history? | Call (800) 682-3231 between the hours of 8:00am and 7:00pm Monday through Friday and 9:00am and 1:00pm on Saturday, excluding holidays, and a Customer Service representative will be happy to assist you with questions on your payment history. Close |
|
| How am I billed for using the Online Banking Bill Pay system? |
Q | How am I billed for using the Online Banking Bill Pay system? | Personal Use: There is no charge for personal use of Online Banking Bill Pay (individuals only).
Business Use: A service fee of $4.95 includes the first ten (10) items paid each month; a per item fee based upon the current first class postage rate will be assessed for bills paid in excess of 10 each month. This fee will be charged to your checking account at the end of the monthly statement cycle.
Commercial Use: Please contact your Relationship Manager.
For Commerical Use and Business use, you only pay one monthly service fee even if you pay bills from multiple checking accounts (all accounts must be under one Online Banking client ID and Password). If you have more than one checking account from which you pay bills online, the checking account number of the least sequential number will incur the monthly service fee.
Example: You pay bills from account #123, account #456 and account #678. Account #123 will be automatically charged the monthly service fee.
Should you wish to change the account number being charged, please contact Customer Service at (800) 682-3231 between the hours of 8:00am and 7:00pm CT Monday through Friday and 9:00am and 1:00pm CT on Saturday, excluding holidays and a Customer Service Representative will be happy to assist you. Close |
|
| Will the memo field shown on the ‘Add Payment’ screen be printed on the check sent to the payee? |
Q | Will the memo field shown on the ‘Add Payment’ screen be printed on the check sent to the payee? | Yes. The memo field will be printed on checks. The Payment Description field will not print on checks (this field is for your personal use). Electronic payments will not illustrate any information from the memo field. The account number that you entered when you added the payee to your personal payee list is printed on the check. This allows the payee to know which account to apply the payment to. Close |
|
| What if I want to inquire on the status of a payment? |
Q | What if I want to inquire on the status of a payment? | First, check your accounts online and review the payment history or view scheduled payments in Bill Pay. If the information you are seeking does not appear, please call (800) 682-3231 between the hours of 8:00am and 7:00pm CT Monday through Friday, and 9:00am and 1:00pm CT on Saturday, excluding holidays, and a Customer Service representative will be happy to assist you with your question. Please remember that electronic payments may take up to 4 business days before reaching their destination. Payments sent by check may take up to 10 business days. Close |
|
| What does the ‘status’ field indicate on the PAYMENT HISTORY page? |
Q | What does the ‘status’ field indicate on the PAYMENT HISTORY page? | Payment history will reflect payee name, payment status, check number or electronic reference number, processed date, and amount. The payment status will indicate whether the payment has been processed and mailed (or sent electronically), is in process, if the payment has been stopped (as per your stop payment request) or is still pending. Sorting history by Payee, Processed Date/Time, or Amount can be done quickly by clicking on the column heading. Close |
|
| Can I get a copy of a cancelled check? |
Q | Can I get a copy of a cancelled check? | Yes. You can view and print an imaged copy of the actual bill pay item via Online Banking. To access imaged copies of your checks, click on Online Banking ‘Main’ menu, then select ‘transactions’ from the drop-down menu next to the account selected. Click on the check number associated with the transaction to view the image of the check, and ‘flip’ to view the back of the check. This is a legal copy of your check, allowing it to be used as proof of payment. Close |
|
| Confirmation Numbers – Are these important? |
Q | Confirmation Numbers – Are these important? | Yes. A confirmation number will be assigned to each bill payment at the time you submit your request. The same confirmation number is also used each time you instruct the bill pay service to amend or delete a scheduled bill payment. You are encouraged to record these confirmation numbers for future reference in resolving any questions or expediting any request you may have about your bill pay transactions. Bill Pay Confirmation Numbers for scheduled payments are found in the menu option for ‘Bill Pay - Pending Payments.’ Close |
|
| Can I communicate with someone at the bank online? |
Q | Can I communicate with someone at the bank online? | Yes. You can send and receive messages through the online banking service in a secured environment by clicking on “Contact” from the Online Banking main menu, then click “Add Message”. Close |
|
| How can you guarantee the security of my banking information? |
Q | How can you guarantee the security of my banking information? | We strive to insure the security of your banking information online. A few of these standards are listed below:
- Your banking information never travels the internet without encryption protection.
- Login sessions have a time-out limit requiring you to login again once the limit is reached.
- Password guessing is deterred with a lock-out feature. The system will automatically lock a user out of the system when an incorrect password is used three times consecutively.
Internet security is not a once and for all task. We are constantly developing and implementing security enhancements to ensure the integrity of our Online Banking system. To view more security tips click here. Close |
|
| What can I do to protect my account and personal information while I’m banking online? |
Q | What can I do to protect my account and personal information while I’m banking online? | Create a strong unique online banking password comprised of 6 to 8 alphanumeric characters. Your client identification number and password verify who you are when you begin an online banking session with IBERIABANK.
- Select a password that is hard to guess by using random numbers and letters. Do not use readily identifiable information such as your name, birth date, child’s name, etc.
- Do NOT use the save password option on your computer.
- Do NOT write down your password or reveal it to anyone, including bank employees.
If you feel your Online Banking ID or Password have been stolen or compromised, change your password and notify IBERIABANK immediately at (800) 682-3231 or send a secure e-mail to IBERIABANK through Online Banking.
- Change your password regularly.
- Remember to sign-off when you’re finished banking online or leave the room for a few minutes.
- See additional Security tips click here.
Close |
|
| What are Online Banking Alerts? |
Q | What are Online Banking Alerts? | Online Banking Alerts are notifications that you can set up to receive either by e-mail or when you login to Online Banking. Online Banking clients must have a valid email address established in order to receive e-mail alerts automatically. Close |
|
| What Online Banking Alerts can I set up for my accounts? |
Q | What Online Banking Alerts can I set up for my accounts? | There are four (4) types of alerts you can receive: Event Alerts, Balance Alerts, Item Alerts and Personal Alerts.
Event Alerts are designed to notify you when something occurs on your account(s). Examples of Event Alerts include:
Notifying when an electronic deposit (ACH credit) is received.
Notifying when an electronic withdrawal (ACH debit) occurs.
Notifying of Insufficient Funds. (NSFs)
Notifying of maturing CDs.
Balance Alerts are designed to notify you when the balance in the designated account rises above or falls below the specified amount you’ve established.
Item Alerts can be set up to notify you when a particular check number posts to the account number selected.
Personal Alerts can be set up to remind you of anything you’ve designated for a particular date.
Close |
|
| How do I add an Alert? |
Q | How do I add an Alert? | Once you have logged into Online Banking, select the following: Options menu Alerts sub-menu Choose the alert you would like to establish.
You can choose how you will be alerted by selecting either Alert menu when logging in [to Online Banking] or Alert me in an e-mail. Click on the submit button to complete the setup. (Only one can be selected, but multiple alerts can be set up on each account.) Close |
|
| How do I verify or update my e-mail address? |
Q | How do I verify or update my e-mail address? | Once you have logged in to Online Banking, select the Options menu then the Personal sub-menu to add or change your e-mail address. Close |
|
| What is the fee for the e-mail alert option? |
Q | What is the fee for the e-mail alert option? | There is no fee for e-mail alerts. (We are unable to change the message on the screen regarding fees.) Close |
|
| What is the Reset Password option available on the IBERIABANK home page? |
Q | What is the Reset Password option available on the IBERIABANK home page? | If you are locked out of your Online Banking account or if you have forgotten your password, this function will allow you to enter a new password to access Online Banking. Close |
|
| How do I set up this Reset Password option? |
Q | How do I set up this Reset Password option? | Before you can use the Reset Password option, you must have a valid e-mail address established in Online Banking and you must have established a security question and answer in your Online Banking account.
Once you have logged in to online banking, select the Options menu then the Personal sub-menu to add or change your e-mail address and establish your personal question and answer. (Note: the personal question answer is case sensitive!) Close |
|
