Online Banking FAQ :: Online Services :: Personal

Online Banking FAQ

Frequently Asked Questions about Online Account Access with West Coast Bank

If you're having trouble logging in to Online Banking and Online Bill Payment, you can view the Online Banking demo, review our Enhanced Login Security procedures, or call Customer Support at 1-800-895-3345.

West Coast Bank's Online Bill Payment is convenient and saves you time! For a Demo please click here!

Plan your financial future with the help of valuable tools to manage your home or small business finances more effectively. Use West Coast Bank's Online Banking services to get the most out of the sophisticated financial management tools we provide you. West Coast Bank's Online Banking services put you in control.

Frequently Asked Questions about West Coast Bank's Online Banking Services.

Online Banking FAQs
- Q: How do I register for Online Banking through West Coast Bank?
  - A: For a complete guide to registration please click here
- Q: How much does Online Banking cost?
  - A: With your West Coast Bank personal checking account, there is no fee to manage your West Coast Bank accounts online. To preview Online Banking features, click here for a demo.
- Q: What computer hardware / software is required to use Online Banking?
  - A: Click here for computer hardware / software requirements for Online Banking
- Q: Do you have Bill Payment through Online Banking?
  - Yes. West Coast Bank's Online Bill payment offers convenience, cost savings, and best of all - time savings! For a demo please click here!
- Q: How much does Bill Payment cost?
  - With your West Coast Bank personal checking account and Online Banking access, there is no fee to add Online Bill Payment capabilities. For a demo please click here!
- Q: How do I change my Online Banking password?
  - A: After you have signed into Online Banking, click the User Options button (located at the upper right of the screen) and select Options to change your password. You will be prompted to enter your current password once, and then your new password twice. Like all passwords, it is important to keep your Online Banking password confidential.
- Q: How do I change my User ID?
  - A: West Coast Bank cares about the security of our customers' personal information. To change your user ID, after you have signed into Online Banking, click the User Options button (displayed at the upper right of the screen) and select Change Customer User ID. You will enter your new user ID into the designated fields.
- Q: Why does the Online Banking system keep asking me to answer questions before I can see my account information? I already put I my user ID and password.
  - A: Our system is using the questions to confirm your identity. To bypass the questions at future login attempts, you must establish a “cookie” that provides enhanced security on your computer.
    - To establish the cookie, follow the instructions here
    - For a demo regarding the cookie and its enhanced security features, please click here
    - For a more questions regarding the cookies and login security, please see the Enhanced Login Security FAQ's below.
- Q: What browser do I need to access Online Banking?
  - A: As part of our ongoing effort to increase the security of our Website, we require all browsers accessing secure pages within our Website to support 128-bit encryption.
- Q: How safe is my account information?
  - A: We use several methods to keep your confidential information safe and secure. One of the most important ways we do that is by ensuring that your account access is password protected. Even if someone knows your account number, or access number, they cannot access your accounts without your password. For your safety, if this password is input incorrectly five times, the account is automatically locked.
    
    To reset you password you may contact West Coast Bank at 1-800-895-3345 or e-mail us. If you have initiated the new password reset enhancement, you can reset it by answering the pre-selected questions you chose when you registered for Online Banking. West Coast Bank recommends you change your password often to assure security. Never write or print your password information, and never share your password with someone else.
    
    We also use encryption methods to send and receive account information and transactions. This means that information is "scrambled" as it is transmitted via the Internet. Your accounts (and our computer system) are not located on the Internet or Web. They are only accessed from behind a "firewall." A firewall is a security barrier set up between a company’s internal systems and outside systems. Firewalls are designed to keep hostile visitors out and to protect a company's internal information.
    
    We use the best available technology in security, firewalls and encryption to ensure that your accounts are safe. West Coast Bank is very proactive when it comes to security.
- Q: Can I change the length of time before I get timed out of the system?
  - A: Yes. Your Online Banking session will "time out" if there are no entries or click- activity on the page for a certain time. This security feature prevents others from accessing your accounts in case you inadvertently leave your computer unattended. When this happens, you will be advised that the system has timed out and you will be required to log in again. The Set Timeout feature allows you to choose the Timeout period for your account.
    
    To change your session timeout, log in to Online Banking, click the User Options button, and select the Change Timeout Options. Your timeout period determines the amount of time between pages that your session is valid. Lower numbers offer more security while higher numbers offer more convenience.
- Q: In my account history it only shows one month of transactions, can I see further back?
  - A: Yes. Log in to Internet Banking, click the User Options button, and select History Date Range. This allows you to customize the range of dates that is initially shown on the account history page. The Online Banking system will display history to include your last statement information and your current to date transactions.
- Q: When I get into Online Banking it seems I have to click too many times to get to what I want. How do I make this easier?
  - A: You have the Options to change the first page you see when entering Online Banking. Log in to Online Banking, click the User Options button, and select Change Start Page. Start page choices are; Access Account, Stock Quotes, User Options, or Secure Forms.
- Q: What number do I call to get a real person to help me with the system?
  - A: West Coast Bank Customer Service is available to assist you at 1-800-895-3345. Select Options zero (0) to speak directly to a member of our Customer Support team.
    
    Hours of availability:
    Monday - Friday: 7:00 A.M. to 7:00 P.M.
    Saturday: 9:00 A.M to 1:00 P.M.
- Q: If I have forgotten my password, and the system will not let me in, how do I get my password reset?
  - A: You have two Options:
    - On www.wcb.com, choose Forgotten Password from the Online Banking Login drop down menu and follow the online reset process.
    - Call our Customer Support team at 1-800-895-3345, Options zero (0), and we will be happy to assist you.
- Q: I have a slow Internet connection, and Online Banking is slow to load. Can I delete the graphics?
  - A: Yes. Log in to Online Banking, click the User Options button, and choose Graphic/Text Mode. Select Text Mode so your screen displays links instead of buttons. This may help you reduce the loading time of your page if you have a slow Internet connection.
- Q: I do not always know which account is which. Can I change the names on the accounts being displayed?
  - A: Yes. Log in to Online Banking, click the User Options button and choose Account Nicknames. You can change account names for easier recognition. Using this feature, you may also elect to not display selected accounts.
Enhanced Login Security FAQs
- Q: What is Enhanced Login Security (ELS)?
  - A: Enhanced Login Security is a security feature that will provide you with additional protection from online fraud and identity theft. The Enhanced Login Security (ELS) feature helps to prevent unauthorized access to your account by identifying you as the true owner of your accounts, recognizing not only your password but your computer as well. ELS will provide West Coast Bank two factors to verify your identity when you login into Internet Banking:
    - Factor 1. Something you know = your User ID and Password
    - Factor 2. Something you have = your computer.
    ELS establishes a secure cookie on your computer. When you log in to Online Banking, our system looks for that cookie and matches it to the User ID to verify your identity.
    
    For set up procedures for ELS please click here
    
    For a demo on ELS please click here
- Q: What happened to the previous questions and answers that I selected for Forgotten Password?
  - A: If you have previously initiated Forgotten Password and established answers to Challenge Questions, these questions and answers are what will be used to verify your identity with Enhanced Login Security.
- Q: Can I enable Enhanced Login Security (ELS) on multiple computers?
  - A: Yes. You can enroll more than one computer with ELS. Once you have enrolled one computer with ELS, if you login from a non-registered computer the Online system will ask you to verify your identity by asking you to answer your Challenge Questions. You can then enroll the non-registered computer by following these simple steps:
    - Login to Online banking
    - Answer your three Challenge Questions when prompted
    - Select User Options -> Enhanced Login Security -> Add extra security protection to this computer (default) -> Submit - and you’re all set!
- Q: Should I set the Enhanced Login Security (ELS) on a public computer at a library or a shared work station?
  - A: You should only enable Enhanced Login Security on a computer that you have complete control over. We recommend you do not enable ELS on any public computer.
- Q: I have enrolled my home computer into Enhanced Login Security (ELS) but not my work computer. When I login to my work computer it prompts me to answer my Challenge Questions but I have forgotten the answers to my Challenge Questions. What should I do?
  - A: Please contact West Coast Bank Customer Support at 1-800-895-3345 for assistance. They will walk you through the next steps you will need to complete.
- Q: I have enabled the Enhanced Login Security (ELS) feature on my computer. I recently had West Coast Bank re-set my Online Banking password. Will that remove the ELS from my computer?
  - A: Yes. Every time the Customer Service Department re-sets your password, ELS will be removed from all your registered computers. To re-enroll your computer in Enhanced Login Security select User Options -> Enhanced Login Security -> Add extra security protection to this computer -> Submit.
    
    Note: When you first login with your temporary password upon password reset, you will be prompted to change your password. You will also be asked to select and answer new Challenge Questions as this function (Customer Service resetting your password) will void your existing Challenge Questions and answers.
- Q: Is there a way to remove the Enhanced Login Security (ELS) feature from my computer?
  - A: Yes. Login to Net Banking select User Options -> Enhanced Login Security -> Remove extra security protection from this computer -> Submit. A confirmation screen will verify the removal of ELS.
    
    Note: Removal of ELS will cause you to be prompted to answer the Challenge Questions you selected each time you login to HomeBanking or Community Business Banking from this computer.
- Q: What happens to Enhanced Login Security (ELS) if I clear the cookies on my computer?
  - A: This will prompt the Online Banking system to ask you the Challenge Questions on next login. Once you login successfully, you will need to re-enable Enhanced Login Security to on your computer. This process will need to be repeated each time you clear the cookies on your computer.

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If you have any questions, please contact the Internet Banking group at 1-800-895-3345 or e-mail us.

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