Q: Will my Online Banking User Name and Password Change?
A: Your User Name will not change, unless you have been notified directly by Bank of Houston. When you log into online banking for the first time after the upgrade, you will use the same User Name that you use today.

Q: Will my online banking Password change?
A: Yes. You will use your zip code plus the last four numbers of your social security number. For Example: Temporary password will be 770272035

Q: Will I use the same security questions?
A: No. We have changed our security feature and now you will be prompted to use out of band technology. You will be asked to receive a phone call or a text message to a phone number on file.

Q: Will my scheduled transfers carry over to the new system?
A: No. You will have to re-establish your transfers.

Q: Will the alerts I opted into carry over to the new system?
A: No. You will have to re-establish your alerts.

Q: Will all of my online transaction history and bank statements transfer over?
A: No. Only 90 days worth of transaction history and bank statements will transfer over. It is important that you begin to download or save your transaction history and bank statements prior to August 17th.

Q: I nicknamed my accounts. How will I know which account is which?
A: Your account nicknames will transfer over into the new online banking portal.

Q: Will all of my accounts come over to the new system?
A: Yes. The accounts you have now in online banking will transfer over to the new system.

Q: Will I have to redownload or reset my Mobile Banking app?
A: Yes. We will have a new mobile banking app for consumer & retail accounts. Remember to use the same User Name and password between your desktop and mobile app access.

Q: Will my Bill Pay account change?
A: You will be asked to accept terms and conditions again but you will not need to set up any existing billers or payees. You will need to reenter all of your scheduled payments so they are processed in a timely manner.

Q: Will my Bill Pay history transfer over?
A: Yes. Six months of history will be transferred over and available on Monday, August 23, 2021.

Q: Will the new Online Banking system still have the capability to export to QuickBooks or Quicken?
A: Yes, you will be able to download a QuickBooks/Quicken file and upload to your Intuit software.

Q: What if I need to access my Online Banking during the scheduled downtime?
A: You will not be able to access online banking during the downtime. Online Banking will be down for maintenance beginning Tuesday, 8/17/2021 at 4:00 p.m. CT.

Q: When will I be able to access the new Online Banking portal?
A: Access will be restored on Thursday, 8/19/2021 at 8:00 a.m. CT.

Q: Will my online banking User Name change?
A: Your User Name may not change, unless you have been notified directly by Bank of Houston. When you log into online banking for the first time after the upgrade, you will use the same User Name that you use today.

Q: Will my online banking Password change?
A: Yes. Your temporary password will be D1b1 plus the first 4 characters of your User Name in CAPITAL LETTERS.
For Example: User Name is johndoe, your temporary password will be D1b1JOHN

Q: Will I use the same security questions?
A: No. During your first login after the upgrade, you will be prompted to create a new set of security questions and answers.

Q: If I am the Online Administrator, will I have to re-entitle online privileges to my sub users?
A: Yes. All online privileges will have to be entitled. We will offer a “10-day preview period” before our go live date to allow you to update all sub user profiles. We will reach out to you as we approach that date.

Q: Will I continue to use the VIP ACCESS app for the security code for Business Online Banking?
A: No. The third layer of authentication will continue to be a security code; however, the code will be sent to you via text message or direct phone call to a phone number on file.

Q: Will all of my online transaction history and bank statements transfer over?
A: No. Only 90 days worth of transaction history and bank statements will transfer over. It is important that you begin to download or save your transaction history and bank statements prior to August 17th.

Q: I nicknamed my accounts. How will I know which account is which?
A: Your account nicknames will transfer over into the new online banking portal.

Q: Will all of my accounts come over to the new system?\
A: Yes. The accounts you have now in online banking will transfer over to the new system.

Q: Will I have to redownload or reset my Mobile Banking app?
A: Yes. We will have a new mobile banking app for business accounts. Remember to use the same User Name and password between your desktop and mobile app access.

Q: Will my Bill Pay account change?
A: You will be asked to accept terms and conditions again but you will not need to set up any existing billers or payees. You will need to reenter all of your scheduled payments so they are processed in a timely manner.

Q: Will my Bill Pay history transfer over?
A: Yes. Six months of history will be transferred over and available on Monday, August 23, 2021.

Q: Will the ACH and Wire automatic payments or transfers I have set up in my Business Online Banking stay active?
A: The templates for ACH and Wire Transfer will transfer over into the new online banking portal, however all recurring transfers will need to be rescheduled.

Q: Will I have to upload all my Positive Pay check issue files?
A: No. Your check issue files will transfer over into the new online banking portal.

Q: Will I have to reenter all my “payment notification rules” for ACH Positive Pay.
A: Yes. You will need to reenter all your “payment notification rules” in the ACH Positive Pay module.

Q: Will I have to reinstall new drivers for Remote Deposit (scanner) services?
A: Yes. We will assist you with downloading new system “drivers” for remote deposit.

Q: Will the new Online Banking system still have the capability to export to QuickBooks, Quicken or CSV?
A: Yes, the same functionality for QuickBooks, Quicken and CSV exports will be available in the new system and we will now be compatible with QuickBooks Online. QuickBooks users will need to go through a deactivation and reactivation process after the upgrade.

Q: What if I need to access my Online Banking during the scheduled downtime?
A: You will not be able to access online banking during the downtime. Online Banking will be down for maintenance beginning Tuesday, 8/17/2021 at 4:00 p.m. CT.

Q: When will I be able to access the new Online Banking portal?
A: Access will be restored on Wednesday, 8/18/2021 at 8:00 a.m. CT.