Express Net FAQ’s

How can I sign up for Home Banking?
- One of three ways. Contact your Associate Relations Manager or Personnel Coordinator at your store for a form, request a form mailed to your home address or follow this link to view and print the form. Once you have filled out the sign-up form, mail or fax it in to us at 207-883-8629.

I can’t seem to get into Home Banking?
- Netscape Navigator
- You need to make sure you are running version 4.7 or higher with 128-bit encryption loaded. You can verify this by opening the browser window, click on Communicator. Highlight Tools and click on Security Info. Click on Navigator in the left link column and scroll completely down. Under the Advanced Security Configuration header, make sure both Enable SSL (Secure Sockets Layer) v2 and v3 are checked. Click on configure SSL v2 button and make sure RC4 and RC2 encryption with a 128-bit key shows. If not, download the most up to date version of Netscape at www.netscape.com.

- Internet Explorer
- You need to make sure you are running version 4.0 or higher with 128-bit encryption loaded. You can verify this by opening your browser and clicking on help (located to the far right on the top toolbar), choose About. This will show your version and encryption key. If you do not meet the minimum requirements, please visit www.microsoft.com to download an upgraded version

- AOL
- If you are experiencing problems with AOL minimize your AOL window and launch IE or Netscape in a new window to access Express Net.
- If you are still experiencing difficulty, check with your ISP (Internet Service Provider) to troubleshoot the problem.

• Top of page

What is my password?
- We do not have access to Express Net passwords. You will need to resubmit a sign-up form to reset your Express Net password.

What is my Express Line (Audio) PIN?
- We do not have access to Express Line PINs. We can reset the PIN to the last four digits of your social security number. You then may change it by using Express Line or Express Net. In Express Line, when it asks for your PIN, after you have entered your account ID, enter your PIN and press star (*) instead of pound (#). Enter the new PIN you wish to have and press #. In Express Net, click on the padlock icon and a change password option screen will be presented.

Can you email/phone me with my password? Can I change it over the phone?
- No, you will need to re-apply to reset your Express Net password.
- No, but you can change it either by resubmitting a form or changing it on Express Net directly. To change it in Express Net, simply click on the padlock icon in the upper right corner of the Account Summary screen and follow the prompts.

How long is my session in Home Banking?
- Your session will last up to 15 minutes. You will then be disconnected from Express Net and asked to re-enter your account number, audio PIN and password to re-access the system. If the system does not see any activity from you, it may time out in as little as 5 minutes.

• Top of page

Does my joint owner have access to my accounts via Home Banking?
- Only if you allow it. You will need to provide your joint owner with your audio PIN and password you chose, along with your member ID.

Can I view my Visa® credit card account online?
- There are two ways for your account to be viewed. We now have Virtual Visa capability in which we provide to you, on the Account Summary screen, your current Visa® credit information such as your balance, available credit and minimum payment due. In addition, the Visa Payment Share (S90) will show the history of your payments made on your card.
- For more detailed information on your Visa®, please go to www.ezCardinfo.com where you can look at up to six months of your credit history.

Can I request/view statements online?
- You will be able to view transaction history up to one year past. We do not have e-statement functionality at this time.

Why can’t I get into the financial calculators/ezCardinfo/adobe acrobat sites?
- It is possible these sites are down or under maintenance. We cannot guarantee access to these sites as they are beyond our control. We do recommend that you try to re-visit these sites at a later time.

• Top of page

Does it cost me anything to use Express Net?
- No. This service is currently free of charge to our members.

How often can I use Express Net?
- As often as you wish. We do not restrict access to our website or Express Net.

Can I make visa payments with Express Net?
- Yes, you may transfer from your savings or checking to the S90 account.
This account has been established for Visa® payments. Each day we will transfer the balance in the S90 to pay on your credit card.

Do I get a receipt or confirmation of my transaction?
- You will be provided an opportunity to print screen the confirmation message provided to you when a transaction is performed.

Can I download histories to my Quicken/ Microsoft Money software?
- Yes. Both formats are supported for download. Instructions are provided within Express Net. Simply click on the floppy disk icon in the upper right corner of your summary page.

• Top of page

Can I make transfers to another members account?
- Yes. An option is provided within Express Net to allow this function. You will click on Maintenance and select Transfer Setup. The next screen will ask for the member’s last name and account number. Once you click on submit, that account is available to transfer funds into any suffix available in the account. To transfer to the other account, select Financial and in the first transfer screen, click on the button “To Another Member” and the next screen will display any and all accounts you have established to transfer money into.

Why can’t I view/print the forms?
- You must have Adobe Acrobat Reader™ to be able to view and print the forms. If you are not sure you have it, click on the link on the website’s home page and that will bring you to the download site for Adobe Reader.

Express Pay FAQ

• Top of page

Q: How do I use Express Pay?
A: You start by clicking on the Bills header on the left column. This will open up a menu with four choices, Summary, Detail, Add New Bill, Add Merchant. You begin your bill-paying list by clicking on Add New Bill. Choose if the bill is Monthly, Demand or Single Payment. Next, the system will ask you for the first few letters of the merchants’ name. Once you click on submit, an alphabetical listing of merchants starting with those letters submitted is presented. Use the More button to scroll through the list. Choose your merchant by clicking on the circle to the left and click on Next. Enter in account number and if this is a Demand payment, click on the Set up Initial Payment box to enter in the first payment information (amount and date you want to send payment out). If you wish to just add the merchant to your personal database, just click Next. Confirm all information and click on Submit to add the bill in your Summary. The system will then recommend you to print the confirmation screen for your records. If you click on continue, the system will take you back to the Add New Merchant screen. If you click on Cancel from that screen, the system will bring up your Merchant Summary information.

Q: How do I edit a payment?
A: On the left toolbar under Bills, click on Summary. Once the screen displays your personal database of merchants, click on a merchant listed and the system will automatically take you to that bill’s Detail screen. All changes will need to be confirmed and all changes can be verified by going back into the Summary screen.

• For Demand payments: Three options will be presented – Delete Bill, Change Bill (located at the account number portion) and Change Bill (located at the due date and amount section). Delete is self-explanatory. By pressing either of the Change Bill buttons, you can edit either account number or due date and amount.

• For Monthly payments: Three options again are presented – Change Status, Change Bill and Change Bill. The Change Status button will allow you to choose four options for paying the next month’s bill; Active, Skip Next Payment, On Hold or Delete. Once an option is chosen, the system will request confirmation and the action will be changed to your choice. Change Bill buttons work the same as for Demand payments.

• For Single payments: These are edited exactly the same as Demand payments.

• Top of page

Q: What is the cost of Express Pay?
A: Express Pay is FREE for ALL Express Net members.

Q: When should I set-up a bill to be paid from account so it isn’t late?
A: You should establish a bill to be pulled from your account seven calendar days before the bill is due. This will allow for processing and mailing time if the merchant cannot accept an electronic transfer to your account with them. Please keep in mind that Hannaford Associates FCU is not responsible for any late fees that may be assessed to your account with the merchant if we find that we were not in error on the requested transaction.

Q: What if I don’t have funds available if the due date rolls around?
A: It is your responsibility to make sure funds are available on the day the check is to be drawn. If they are not, your account will be assessed a NSF fee which is currently $25. The check will not be sent that month and it is your responsibility to reschedule the bill. Keep in mind that you will receive an NSF notice regarding nonpayment of the bill.

Q: What if I need to stop pay a bill?
A: If the bill has not been sent yet, simply go in to summary, click on the bill in question and edit the bill. If the bill has been drawn from your account, you will need to call 800-852-1012 option 4 and request a stop pay to be placed on the transaction. You will be assessed a $20 stop payment fee and the credit union will do it’s best to stop the check. If the credit union is unable to stop the check, we will notify you of our failed attempt, but you will still be assessed the fee.

Q: How far in advance can I schedule a payment?
A: Up to a year in advance.

Q: What will show in my checking account history when a bill is paid?
A: The transaction will be listed as “EXPPAY – WDL” with the merchant name and your account number listed underneath.

Q: May I consider a bill paid when it is drawn from my account?
A: No. Once the withdrawal is taken from your account, we transmit payment information to our third party provider so that they produce a check to the merchant or electronically send funds. It is still your responsibility to make sure the merchant is paid.

Q: The merchant says I haven’t paid but the withdrawal was taken. What do I do?
A: Call the credit union and ask for member services. We will verify that the check has been cashed and order a copy if need be. There is a $5.00 check copy charge, but no charge to verify the check is cashed.

• Top of page