• Access ID

• Password

• Telebanker PIN

• Slow to load at log-in

• System logged off

• Not all my accounts show

• Security of account information on the Internet

• Transfers with Passbook Savings accounts

• Locked out after incorrect password

• Haven't logged on for a while, now can't log on

• Export account information to financial software

• What kind of computer system do I need?

• Does it matter what browser I use?

• Cost of Franklin eBranch

• Can't see all the screen at the same time

• Paying bills online

• On which day is a transaction posted? 

• I'm seeing odd $1 transactions online, but they don't appear on my regular statement.

• I'm using Google Chrome for my browser, but I can't login to online banking.

• I'm receiving an error message that says "no active session found." What's wrong?
  
  

What is my Access ID or Login Name?

Your Access ID and Password serve as your unique personal access to Franklin eBranch and allow you to log in. When you log in for the first time, you will be prompted to select a secure Access ID and password. On Franklin eStatement, you will use a login name that may be different from your regular eBranch login.

I logged in with my TeleBanker password and Franklin eBranch asked me to change my Password. Does that mean my Telebanker password is also changed? Do I need another login for eStatements? Do I have to have three different passwords to access my accounts?

Your TeleBanker password simply allowed your first access to Franklin eBranch. It has not changed. You are asked to change your eBranch password as an added security measure. With a keyboard at your fingertips you will be able to create more unique and more secure passwords. Choose something that is easy for you to remember without having to write it down, but not something that someone might guess. For your own security, avoid passwords that are easy for others to guess, such as your birthday or predictable sequences, such as "A-B-C-1-2-3."
Your password must be at least 6 characters but no more than 16 and it must contain at least one letter and one number. For more on secure passwords, read our security message.

After I entered my password, nothing happened. I waited and waited. My cursor never changed from an arrow to an hourglass.

After you enter your password, click "submit" (or "enter" on your keyboard ) just once and allow a few seconds for the information to load to your browser. Clicking more than once will confuse the browser and you will have to re-enter your password. You can tell it is loading by the movement of the browser icons in the upper right corner and by a loading bar at the bottom of your screen. Your cursor will not change while the information is loading.

After I logged in, I stepped away from my computer briefly but was not able to resume my session. Another time, I was logged out when I visited another web page.

In order to ensure the best available security for your accounts, we have put in place a sophisticated encryption process. This allows you to perform your online banking tasks with confidence. However, in order to provide that protection, some restrictions must be imposed on use. Once your session has "timed out" after 15 minutes of inactivity or you leave the secure area, you will not be able to use your browser "back" button to return to a "logged in" status. Instead you must log in again. If you wish to visit other pages while logged in, you must open a new browser window.

I'm concerned that accessing my accounts on the Internet means someone else might be able to steal information about my finances.

We have taken great pains to ensure the security of your accounts. Please read the Security Notice for the details on what we are doing to protect your accounts.

I had a little trouble remembering my Password when I logged on. I eventually remembered it, but by then, Franklin eBranch would not let me in.

As a security measure, Franklin eBranch will lock out access to an account if three attempts have been made to log in using an incorrect password. This helps to prevent criminals from guessing at passwords. Call or email our friendly Customer Service Representatives and we will quickly reconnect you.

I haven't used Franklin eBranch for a while. Now I can no longer log on.

For security reasons, enrollment in Franklin eBranch expires if you have not logged on for a period of 90 days. If you find you no longer have access after an extended period of inactivity, you will need to fill out an Enrollment Form and mail or drop it by to customer service. Call or email our friendly Customer Service Representatives for more information.

Is Franklin eBranch expensive?

Franklin eBranch is a FREE service to customers of Franklin Savings Bank.

Franklin eBranch won't let me make transfers from my passbook savings account. Why is that?

Due to the nature of Passbook Accounts, transfers are not allowed. If online transfers are a convenience you would like to have with your savings account, you should probably consider switching to a Statement Savings account.

I logged in, but some of my accounts did not show up on the screen. What can I do?

Contact a customer service representative.

Can I export my account information to a financial software program?

This depends on your financial software. The Export feature will enable you to export account data into Microsoft Money and versions of Quicken 2004 and earlier or into a spreadsheet program, such as Microsoft Excel. The available export formats are Comma Separated File (.CSV), a Quicken Interchange Format (.QIF), or an Open Financial Exchange (.OFX). Be sure to first backup your financial software files. For more information, consult the HELP feature on your financial software program.

Alert to Quicken Users: Since the 2005 version, Quicken blocks the QIF format when importing financial information, which means that the financial information you exported from Franklin eBranch will not import into those versions of Quicken. Previous versions of Quicken will still import QIF data correctly. If you wish to import your financial information from Franklin eBranch into Quicken, we do not recommend upgrading to Quicken 2005 or later if you choose to use this function.

What kind of computer system do I need to use Franklin eBranch?

Franklin eBranch will work best if your PC meets or exceeds these requirements:

• Modem: 28.8 or faster

• Browser: Microsoft Internet Explorer for Windows version 5.0 or higher, Netscape Navigator version 6.1 or higher, Microsoft Internet Explorer for Mac version 5 or higher and America OnLine version 5.0 or higher.

• Privacy Setting: Set to medium high or lower.

Does it matter what browser I use?

Yes. You need to know that your transactions are secure. For that, you will need a browser that supports 128 encryption. Microsoft Internet Explorer Browser of 5.0 or higher or Netscape Navigator version of 4.0 and higher, enable 128 encryption. From your browser tool bar, click "Help" and "About" to find out what version browser you are using. Browsers older than those versions should be upgraded. Browser upgrades are free at the Microsoft web page and the Firefox web pages. Google Chrome is not supported by Franklin eBranch.

Why can't I see all the Franklin eBranch buttons without scrolling?

Franklin eBranch is best viewed with a display setting of 800x600 pixels or higher. You can check your display setting by clicking on "My Computer" then clicking Control Panel/Display/Settings or from the Start button click Settings/Control Panel/Display/Settings.

Can I pay my bills at Franklin eBranch?

Franklin Savings Bank offers bill pay services via Franklin Bill Pay. For more information, go to Franklin Bill Pay.

I made a transfer but the change is not reflected in my balance. What happened?

Transactions made after 4 p.m. are not reflected in the account balance until the next business day. In addition, the button referencing "Today" will show you the current business day. After 4 p.m., the current business day ends and the next business day begins. For example, a transfer between accounts made with Frankin eBranch at 5 p.m. on Monday will not be posted until Tuesday.

If you have enrolled in Verified by Visa, you will see a $1.00 item in your pending transactions. It will have a description similar to "PINLESS CHK PRE ARCOT SYSTEMS, INC." This transaction will never actually post to your account and will disappear in a few days. It is just a way for this new program to verify your card number is real.

I'm using Google Chrome for my browser, but I can't login to online banking.

Google Chrome is not supported by Franklin eBranch.

I'm receiving an error message that says "no active session found." What's wrong?

You may need to add our site to your trusted sites. If you are using Internet Explorer, you may do that by going to 'tools', selecting 'Internet options', then going to the 'Security' tab. On the security tab, you may then click on the checkmark icon for trusted sites, and then click on the 'Sites' option. Another window will open that allows you to add the login web address. We recommend you copy and paste it in instead of typing the whole
address.

Why would anyone bank anywhere else?