Q: Where can I find step-by-step instructions on how to use Tellernet tools?
A: Check out the Tellernet Guide for full instructions on enrolling for eStatements, adding and editing Scheduled Transfers and much more.
Q: I'm having problems logging in to Tellernet. Where can I get help?
A: You may find the answer to your problem in the Login Questions FAQ. Or, you can call Member Services and they will help you access your account.
Q: What is Internet Banking?
A: Internet Banking is a tool that allows you to use a personal computer with an Internet connection to conduct your banking online.
Q: What can I do with Internet Banking?
A: You can view account balances and transaction history, transfer money, and download transactions to a personal financial manager and much more. Check out the Internet Banking Demo to see all the features of Internet Banking and how you can personalize your online banking experience.
Q: How current is my banking information?
A: Your account information is updated in real-time, so what you see is up-to-the-minute account activity.
Q: What accounts will I be able to access through Internet Banking?
A:You can access your checking, savings and loan accounts from the Internet banking service. Our Internet Banking Product is intended to give you as much access, security, and versatility as possible.
Q: Is there a demo available for me to try?
A: Yes, we have an Online Banking Demo that is part of the Home Banking package.
Q: What is required to use the Internet Banking service?
A: All you need to use Internet Banking is a secure browser that supports 128 bit encryption, such as Microsoft Internet Explorer® version 5.5 or higher, Netscape Navigator® version 6.1 or higher, America Online® version 8 or higher, Mozilla Firefox® 1.0 or higher or SafariTM 1.2 or higher. You can use any computer that has Internet access.
Q: What's the difference between 'Available Balance' and 'Account Balance?'
A: When you make purchases with your Express Lane MoneySM (ELM) Card, at the point of sale the merchant electronically checks your checking account to determine whether the funds for purchase are available. At that point, the amount requested by the merchant is "reserved" in your account - noted in Tellernet as a deduction from your Available Balance.
Some merchants will "reserve" an amount that is smaller or larger than your actual bill. For instance, a gas station may only reserve a dollar until they're ready to process the sale completely. Then, when the purchase transaction is completed, the actual billed amount is deducted from your Account Balance.
Q: Can I download my account info into Quicken or Microsoft Money?
A: We currently support exports to Microsoft MoneyTM, Quicken® 99 through 2004 and comma seperated value files for importing into spreadsheets. To download Hiway account information, log in to Tellernet and click the Export link at the top of the screen. Select the account to download, the date range you're interested in and the file format that your Personal Financial Management (PFM) software requires. When you click the Export button, you will be prompted to save the file to your computer. Select a location on your hard drive. Once the download is complete, log out of Tellernet and open your PFM application. Open your Hiway account, then click File, Import in the menu and locate the file you downloaded.
To download your Visa information, log in to Tellernet and click the Visa Account Access button. Once on the Visa site, click the Card History link at the top of the screen and select the statement you would like to download from the drop down list at the top of the page. At the bottom of the Card History page is a row of buttons. Click the appropriate button for the Personal Financial Management (PFM) software to download the information.
Q: My Visa information is getting cut off when I print. How do I print it properly?
A: Currently, to print your Visa account information once it is displaying on your screen, you must go in to the Print Options screen (by clicking on File, then Print in the menu at the top of the screen) and either adjust the page margins or select landscape printing.
Q: My new loan account isn't showing in Tellernet.
A: To enable your loan account in Tellernet, please follow these steps:
Q: When I attempt to download my account information I'm not prompted for where I would like to save the file. How can I set where the download file is saved?
A: To allow the download to proceed correctly, please follow these steps:
Q: How do I let you know that my e-mail address is changing?
A: For security purposes, we must verify your identity before changing contact information. Logging in to Tellernet is one accepted method. Once logged in, simply click the 'User Options' button on the left of the page. Then click on the 'E-mail Address' link to be taken to the update form. Once you have changed your e-mail address, click the 'Change E-mail Address' button. You may also call us at (651) 291-1515 or (800) 899-5626.
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: I scheduled a recurring transfer and it failed. What happened?
A: If a scheduled transfer attempt is unsuccessful, you will be notified in two ways: An e-mail message will be sent to the e-mail address entered for that scheduled transfer notifying you of the failure. The Scheduled Transfers Summary page also contains a column indicating the status of the transfer. If the latest transfer attempt failed, the status will read "Unsuccessful" - clicking on the unsuccessful hyperlink will display an error message explaining the reason for the failed transfer. If you have questions regarding a failed transfer, please e-mail Member Services, or call (651) 291-1515 or (800) 899-5626.
Q: Can I transfer funds between member numbers via Tellernet?
A: Yes! By default you can use Tellernet to move funds between accounts associated with a single member number, but by request, Tellernet can be enabled to allow transfers between member numbers - for example, from a parent's savings account to a child's savings account. Call Member Services at (651) 291-1515 or (800) 899-5626 for more details.