Online Banking FAQs

Enrolling Online Banking is a simple process that takes only a few minutes. If you have an ATM or Visa Debit Card, select Enroll and complete the enrollment pages that follow.

First, you'll be prompted for your Social Security Number and date of birth.

Next, you'll be asked for your checking or savings account number as well as your ATM or Debit Card number and the amount of one of your last 10 transactions. This helps us confirm that you are the person who owns this account.

Finally, you'll be asked to select a username and password and provide your email address and phone number.

If you don't have an ATM or Visa Debit Card, don't worry, you can still register for Online Banking. Find out how.

To take advantage of Online Banking, you must use a 128-bit encrypted browser and enroll in the service.

There are two ways to enroll, one for customers who have an ATM or Visa Debit Card and one for customers who do not. Either way, the process is quick and simple.

Note: A customer cannot enroll using a Hancock Whitney Bank Credit Card.

Within Online Banking, you have access to the following services:

• Alerts/Notifications - Receive e-mail and SMS text alerts on balances and transactions posting to your account.
• Quicken/Money access - We'll bring you the ability to download your account information into Intuit Quicken® or Quickbooks® and Microsoft® Money.
• Pending Transactions - See pending transactions for ATM and point-of-sale (POS) purchases as they occur and before they're posted to your account.
• Scheduled and/or Recurring funds transfers - Use scheduled transfers to transfer money on dates and times convenient to you on either a one-time or recurring basis.
• Loan payments from external accounts - Now you can pay your Hancock Whitney Bank loans using your accounts at other financial institutions.
• Summary Reports - Get reports of your online activity.
• Online Statements- view, print or save your monthly statements.

Your account will be updated with information on two types of transactions: pending and posted.

Pending Transactions are transactions such as deposits, transfers or cash withdrawals and hold for debits or credits that have been authorized but not yet posted to your account. With Online Banking, you'll be able to see transactions through real-time updates.

Posted Transactions are transactions which have been processed and cleared against your account. This transaction information is updated daily, as pending transactions are completed and converted to posted transactions.

Note that some transactions values may change as they convert from pending to posted (such as authorizations with gas stations and restaurants). For example, gas stations will often pre-authorize $1 for a gas purchase. The transaction will be listed as "pending" until the full amount of the purchase has "posted".

The "Available Balance" is the amount of your current balance less any pending transactions. The available balance may include pending items such as deposits, transfers or cash withdrawals and holds for debit or credit transactions that have been authorized but not yet posted to your account. It does not, however, include balances from any overdraft protection services.

Yes. Transfers from LOC accounts are subject to the following restrictions:

• You may transfer funds from your Preferred LOC, Home Equity LOC, and Handyline.
• Transfers cannot be recurring or scheduled to occur in the future.
• There is a daily limit of 3 transfers per day. (Excludes Handyline)
• You can transfer up to the following daily limits:
  • Lines of Credit - $30,000
  • Private Banking Preferred Line of Credit and Private Banking Home Equity Line of Credit - $30,000
  • Handyline – up to available balance

There are a number of different transfer options available to you within Online Banking, each of these has its own timeframe for completion and will be reflected on your accounts accordingly.

Immediate transfers occur as soon as requested (unless you are notified otherwise at the confirmation screen). The transfer will appear as a pending transaction as soon as you've completed the request, and your account's available balance will be updated at once. Transfers entered before the cutoff time of 8:30 p.m. CST on a bank business day are processed on that bank business day. Transfers entered after the cutoff time or on a non-bank business day are processed on the next bank business day. Transfers submitted and processed from a deposit account are immediately reflected in your balance for that account.

Scheduled transfers are transfers you set up in advance of the date on which you want the transfer to occur.

Deposit Account Transfers

• Before 8:30 PM (CT) Monday-Friday, excluding federal holidays – Available Immediately.
• After 8:30 PM (CT) or on Saturdays, Sundays or federal holidays – Next Business Day.

Line of Credit Advances

• Before 8:30 PM (CT) Monday-Friday, excluding federal holidays – Immediately available in your deposit account and reflected in your loan balance.
• After 8:30 PM (CT) or on Saturdays, Sundays or federal holidays – Next Business Day.

Line of Credit or Loan Payments

• Before 8:30 PM (CT) Monday-Friday, excluding federal holidays – credited that day; however will not reflect in the balance until the next business day.
• After 8:30 PM (CT) or on Saturdays, Sundays or federal holidays – credited the following business day; however will not reflect in the balance until the day after the payment has been credited.

Credit Card Payments

• Before 5:00 PM (CT) Monday-Friday, excluding federal holidays – credited that day; however will not reflect in the balance until the next business day.
• After 5:00 PM (CT) or on Saturdays, Sundays or federal holidays – credited the following business day; however will not reflect in the balance until the day after the payment has been credited.

Your ability to stop or modify a transfer request varies based on the type of transfer in question.

Immediate transfers are not confirmed (and will not be processed) until you reach the "Transfer Funds Confirmation" screen. At this point, the transfer cannot be stopped. However, you can make a new transfer to move the funds back to the appropriate account.

Future dated transfers can be edited or deleted at any point in time prior to the transfer date.

Yes. The security of online activity with the Online Banking system is a top priority for us, and we've taken strong measures to ensure that your information remains safe and confidential. 128-bit encryption, multi-factor authentication, and Trusteer's Rapport software are just a few ways we demonstrate our commitment to protecting your information. Read on to find out more.

The first step is the use of a secure browser. Certain browsers and computers have the ability to communicate securely by scrambling information as it passes through the internet. This method of communication is called SSL, or Secure Socket Layer. We require the use of a secure browser (128-bit high encryption) before a connection with our transaction system can be made.

After you reach us using the secure browser, we take steps to make sure your information remains secure and confidential. Your information passes through a "firewall," which is a computer especially designed to keep out unauthorized users. The information is scrambled again to ensure that it can only be read by authorized representatives of the bank. For more information, please read our Privacy Policy.

The Online Banking system also offers increased security for your finances by allowing you to more closely monitor your accounts; you can check your balances and transactions as frequently as you wish; and you can also set alerts to let you know when your account reaches a certain balance.

Trusteer Rapport is a security software application. It helps prevent online identity theft and helps protect online transactions. You can use Rapport on any website that houses your private information, including:

• Online bank accounts
• Mutual fund accounts
• Online brokerage accounts
• E-mail (such as Hotmail, Yahoo!, and Gmail)
• Social networking sites (such as Facebook)
• Insurance applications
• Sites containing personal medical information
• Online merchants (such as eBay or Amazon.com)

Rapport is completely transparent. It does not change the way you view or log in to the websites you use. No configuration or maintenance is required; simply install and browse safely.

If you have forgotten your Username, you may contact Customer Service for assistance logging in.

If you have forgotten your Password, you may contact Customer Service for assistance logging in. You may also use the "Can't Log In?" online assistance tool on the login page if you would like to reset your password. If you use the "Cant Log In?" tool, instructions for your next login will be emailed to you at the email address on file.

If you think your account may be locked, you may contact Customer Service for assistance logging in. You may also use the "Can't Log In?" online assistance tool on the login page if you would like to unlock your profile. If you use the "Cant Log In?" tool, instructions for your next login will be emailed to you at the email address on file.

The username or password entered does not match what we have on file. If you continue to get this message, contact the Customer Service department or use the "Can't Log In?" online assistance tool on the login page.

This additional verification protects your accounts should your username and password ever be compromised. You may be asked to further verify your identity when logging in from a device we do not recognize as yours.

Once you are logged in to Online Banking, select "Security" from the main menu. Then select "Change Challenge Questions."

Your security code can be delivered to your mobile number or email address we have on file. To update this information, select "Settings" from the main menu. Next, select "My Profile." After selecting "Edit" in the Contact Information section, you can edit your existing contact information or enter an additional mobile number or email address.

The Bank requires our customers to have a 128-bit encrypted browser for extra security. A browser check is performed each time a customer logs in to or tries to register for Online Banking. The system will automatically check to make sure that you have a 128-bit encrypted browser.

To view suggested browser requirements, click here.

If you are not an Online Banking customer, you'll need to start by enrolling in Online Banking.

Enrolling for Bill Pay is fast and easy; all you need is a personal checking account and an active Online Banking profile. Simply log in to Online Banking and select "Move Money" from the main menu. Then select "Pay a Bill." If you're not already enrolled as a Bill Pay customer, you will then be asked to select the primary checking account that will be used to process Bill Pay transactions.

Bill Pay creates a profile of the funding accounts you choose at enrollment. When you log on to pay bills it allows you to select from any of those checking accounts when making a payment.

• Payment history is automatically saved for your records.
• Schedule Payments up to a year in advance.
• Schedule recurring payments for regularly occurring bills.
• Edit or delete scheduled payments any time before processing date.

Depending on the merchant/payee, your scheduled payment will be made by check or electronically via ACH (automated clearing house). When scheduling payments, be sure to choose a "due by" date several days in advance of the actual due date reflected on your bill statement. The earliest "due by" date will be automatically displayed.

Late or undelivered payments are not common with Bill Pay. However, if this does happen, please contact our Online Banking Bill Pay Customer Service and a representative will immediately begin researching the situation. Issues are often resolved quickly with late fees reversed in many cases. The bank will then work with our Bill Pay partner and the merchant to determine what happened and to address the situation.

Please refer to the Terms of Conditions for the Bill Pay Service for more detail pertaining to payment disputes.

If you are not an Online Banking customer, you'll need to start by registering for Online Banking.

Log on to Online Banking and select the Online Statements tab. You will see a list of accounts that are eligible for Online Statements.  Select the accounts for which you would like to receive Online Statements by clicking the "Change" button next to the account name.  Please note that you must accept the Online Statement Terms of Use to enroll.  Online Statement service requires Adobe® Reader® 7.0 or later.  Please confirm your proper email address upon enrollment.

You may update your e-mail address or phone number by logging in to Online Banking. Once you are logged in to the secure portion of Online Banking, select your name. From the "My Profile Page," select "Edit" in the "Contact Information" field. Select "Phone" or "Email," enter your new information, and click "Update Contact Information."

You may also update your e-mail address or phone number by contacting Customer Service.

If you currently receive check images with your statement, they will be included in the PDF document with your Online Statement.

You can find the routing number at the bottom of your checks and deposit slips. Starting from the bottom left corner, it is the first nine digits. Please keep in mind that the routing/transit numbers are different from state to state and would correspond to where you opened your account. Here is a list of our bank routing numbers:

You can find your specific routing number and account number inside of mobile banking. When you click on your account, press the expand button, located just below your Available Balance to see the information displayed below.

To see your full account number, simply click "Show Full Account Number" on this screen in your mobile banking.