Q: What are eStatements?
A: An eStatement is an electronic version of your paper statement. It is an exact replica of your paper copy that you can print, save and search electronically.
Q: What is the difference between eStatements and the account history that I can currently see in Tellernet?
A: Tellernet account access provides up-to-the-minute information on your Hiway accounts, and is a tool you can use to download account information into money management programs. Account activity is available through Tellernet for three months. In contrast, eStatements are exact copies of the statements you currently receive by mail. It is the official record of your accounts, and is considered legal proof. For example, you could print a copy of your eStatement to use when applying for a mortgage loan. The account history you have in Tellernet cannot be used as proof of your account. And unlike information in the account activity area of Tellernet, eStatements are available for 24 months.
Q: How much does it cost to receive eStatements?
A: The eStatement service is free of charge. In fact, enrolling in the service saves Hiway printing and mailing costs – a savings we return to you in the form of enhanced services and better rates.
Q: Do I need Tellernet access to view my eStatement?
A: Yes – eStatements are only available from within the secure Tellernet environment. Getting started with Tellernet is easy; just log into Tellernet and click the eStatements link at the top of the Tellernet Home page. If you have misplaced your PIN or you have other difficulties logging in, please call Member Services at (651) 291-1515 or (800) 899-5626.
Q: If I'm a registered Tellernet user, am I automatically signed up to receive eStatements?
A: Registered Tellernet users must sign up to receive eStatements.
Q: How do I sign up for eStatements?
A: To sign up for eStatements, log in to Tellernet and then click the eStatements link at the top of the screen. You will be prompted to accept a disclosure statement in order to proceed.
Q: Can I enroll by calling Member Services or by visiting Hiway?
A: You must enroll electronically in Tellernet using the directions listed above.
Q: I just signed up for eStatements and now I see a message on the eStatements page telling me 'There are no statements currently available.' Am I signed up?
A: Yes! Since eStatements are produced on a monthly basis, beginning on the date you sign up, you will see the 'No statements available' message until the next month's statements are produced. We will send you an e-mail as soon as they are available - usually on the first or second business day of each month.
Q: Do I need any special software to view my eStatement?
A: Viewing eStatements requires that Adobe Acrobat ReaderTM is installed on your computer. If you do not currently have the software installed, you can download it free of charge from www.adobe.com.
Q: Do I need an e-mail address to sign up for eStatements?
A: Yes. We use your e-mail address to notify you when your eStatement is ready. You will be required to supply a valid e-mail address when you sign up for the service.
Q: I can't read the e-mail notification message; it's in HTML code and I can only receive plain text messages.
A: The top line of the message contains directions for viewing the message in your browser. Simply cut and paste the address from that line into the address line in your browser to view the body of the message.
Q: Can I print my own paper copy of the eStatement?
A: Absolutely! Just log in to Tellernet and open the eStatement you would like to print, then click File, and then Print in the menu.
Q: How much notice is needed to sign up for eStatements?
A: Five business days are required to process your registration. Once you submit your registration request, you will see a message reading "No statements are currently available, please try again later" until your first statement is available.
Q: How can I view eStatements from previous months? How long will each eStatement remain available in Tellernet?
A: Once you sign up for eStatements, you will be able to view your next month’s statement online. Each month your eStatements will accumulate until a maximum of 24 months' history is available. After 24 months, the oldest statement will become unavailable through Tellernet as new statements are added.
Statements not available through Tellernet are available through the Accounting Department. Please contact them at (651) 291-1515 or (800) 899-5626.
Q: How will I know when my eStatement is ready for viewing?
A: We will send an e-mail notifying you that your eStatement is ready, generally by the third business day of each month. If your e-mail address changes, log in to Tellernet and click the User Options button to the left of the screen to let us know your new e-mail address.
Q: Once I sign up for eStatements, can I switch back to paper statements?
A: Yes. Simply log into Tellernet and click the Online Forms button on the left of the screen. Then click the eStatement Unsubscribe Form link.
Q: Is it safe to view eStatements over the Internet?
A: Your privacy and the safety of your personal information are very important to us. We use the latest technology and techniques to ensure that your statement information is as secure as possible. These techniques include user authentication, data encryption, and the use of secure servers. Tellernet takes advantage of SSL encryption methods to ensure the safest possible Internet connection.
Q: If I have multiple member numbers, how do I register for eStatements for all member numbers?
A: Since registration for eStatements is done on a member number basis, you must log in to Tellernet using each of your member numbers and register for eStatements. Registering with one member number does not apply to all of your Hiway accounts.