Personal Online Banking
Frequently Asked Questions

What is Personal Online Banking?
Lake City Bank's Personal Online Banking product allows you to perform various transactions on your computer from any location, as long as you have access to the Internet and a secure browser with 128 bit encryption. You can check account balances, receive information about transactions within your accounts, make transfers between your accounts, stop payment on a check, re-order checks, and pay your bills.

What steps do I need to take to begin using Personal Internet Banking?
To be a user, you need to have an active Lake City Bank account. Just simply click on the "Enroll Here" button on the personal internet banking logon screen. You will be set up and ready to access your accounts in just a few simple steps.

What is Telephone Banking?
Telephone Banking is an automated system that allows you to access your account information from a touch-tone phone.

Can I pay my bills through Lake City Bank's Personal Online Banking?
Yes, through our Bill Payment Service.  Once you have enrolled in Personal Internet Banking, you can enroll in the Bill Payment Service. Simply log on to Personal Internet Banking, click the ?Pay Bills? tab, and submit the Bill Payment Agreement. Set up your merchant's, and request your bills to be paid.

What's the cost for Lake City Bank's Telephone Banking, Personal Online Banking and Online Bill Payment?
Absolutely free! There's no charge for Telephone Banking, Personal Internet Banking, or Bill Pay. Of course, normal account charges may apply depending on which transactions are performed, such as stop payment fees and check reorder charges.

Why was the Personal Online Banking security enhanced?
Lake City Bank is committed to using sophisticated technology and security to protect your account information and guard against fraudulent activity.

How does the Mutual Authentication Security Solution work?
Mutual Authentication Security Solution provides you added safety by helping ensure that only you can access your Personal Internet Banking account.

This security feature adds a layer of protection to your Personal Internet Banking account by letting you know you?re at our official website, and letting us know it?s really you attempting to access your account. You know you?re at our official website when you see your personal security image and caption. We know it is really you by identifying the computer you are using to access your account. If we don?t recognize your computer, we?ll ask a question only you should know the answer to, in order to verify your identity.

What do I need know about the new User Identification and Password?

• Your User Identification is permanent. Once you select your new User Identification, it will become your permanent Lake City Bank Personal Internet Banking Logon Identification. You will not be able to change it, so please choose carefully.
• Do not include any personal or easily identifiable information in your User Identification or Password.
• Your User Identification must be 6 - 20 characters long. It must contain both alpha (for example: a b c) and numeric (for example: 1 2 3) characters. Your User Identification is case sensitive.
• Your Password is temporary.  You will be prompted by the system to change your password every 90 days.  You will not be allowed to re-use any of your last 4 passwords.
• Your Password must be 6 - 20 characters long. It must be a combination of alpha and numeric characters (i.e. must have at least one alpha character and one numeric character). Passwords are case sensitive.
• The User Identification and Password cannot be the same.
• You can change your password at anytime by selecting the Maintenance link.

If you forget your User Identification or Password, or if you enter it 3 times incorrectly when logging on, please click the "Click Here" to unlock your account or reset your password link.

• Enter your User ID and click the "Continue" button. A password retrieval token will be emailed to the email address that is on file.
• Copy the retrieval token from your email and paste it into the token box. Click on the "Continue" button.
• You will then be asked your secret question that is on file. Enter the answer to your question in the "Secret Answer" box and click "Continue". You will then be prompted to enter a new password and then click on the "Continue" button.
• You will receive a confirmation message of "Your password has been changed. You can now sign-on using your new password." Click the "Continue" button to be returned to the logon page.

Or if you prefer we will be happy to reset it for you. Simply call one of our friendly customer service representatives at 888-522-2265 Option 2.

If I have Personal Online Banking, do I automatically have access to Telephone Banking, or vice versa?
Here's how it works. If you have Lake City Bank's Telephone Banking (inquiry/transfer access only), you DO NOT have access to Personal Internet Banking until you enroll. You can enroll by clicking the "Enroll Here" button located on the logon page. However, if you currently have Personal Internet Banking, Telephone Banking is automatically available to you and you do not need to enroll.

Can I still use Telephone Banking if I set up a new User Identification and Password on Personal Internet Banking?
After you set up your User Identification and Password, you now have two different logon procedures. Use your Social Security Number and 4-digit PIN to access Telephone Banking and use your User Identification and Password to log on to Personal Internet Banking.

Will I have access to all my Lake City Bank accounts?
Currently you can access your deposit accounts, consumer loan accounts, mortgage loans, and lines of credit through Internet Banking.

How much of my past account history is available to me?
To begin, two prior statement cycles of history are available to you, as well as days on your current cycle. Your history will then continue to build to a maximum of 16 months.

If I forget my Password or have been locked out of Personal Online Banking, how do I change it?
If you forget your User Identification or Password, or if you enter it 3 times incorrectly when logging on, please click the "Click Here" to unlock your account or reset your password link.

• Enter your User ID and click the "Continue" button. A password retrieval token will be emailed to your email address that is on file.
• Copy the retrieval token from your email and paste it into the token box. Click on the "Continue" button.
• You will then be asked your secret question that is on file. Enter the answer to your question in the "Secret Answer" box and click "Continue". You will then be prompted to enter a new password and then click on the "Continue" button.
• You will receive a confirmation message of "Your password has been changed. You can now sign-on using your new password." Click the "Continue" button to be returned to the logon page.

Or if you prefer we will be happy to reset it for you. Simply call one of our friendly customer service representatives at 888-522-2265 Option 2.

How secure is Lake City Bank's Personal Internet Banking via the Internet?
Personal Internet Banking will require you to enter a User ID as well as a Password. You should never distribute this information unless you want someone else to have access to your account. Never write it down, memorize it! In addition, your Internet service provider must support Secured Socket Layers ( SSL) and you must use a secure Web browser. Also, when you are finished using Personal Internet Banking, be sure you exit the system. You should take precautions to keep your computer clean and free from viruses that could be used to capture PIN keystrokes.

Security
Cryptography
Internal Controls and Your Responsibility

What Web browsers are acceptable?
Currently, compatible Web browsers are Netscape 6.2 or higher, Internet Explorer 6.x or higher, and AOL 5.0 or higher, which uses Internet Explorer. Personal Internet Banking requires a 128-bit encrypted browser (Netscape 6.2 or Internet Explorer 6.x). Check your browser's encryption level and download a 128-bit browser.

What is the difference between my "ledger balance" and "available balance"?
Your ledger balance is your beginning-of-the-day balance. Your available balance is your beginning-of-the-day balance plus or minus any of "today's credits" or "today's debits." For example: your ledger balance is $100. Today's credits total $25 (you deposited $25 at your branch), and today's debits total $10 (you took $10 out at an ATM). Your available balance would be $115. Note: Other transactions may be credited or debited to your account throughout the day.

Can I use Quicken/QuickBooks or Microsoft Money with Personal Online Banking?
Quicken and Microsoft Money cannot be used as a direct interface with Personal Internet Banking. However, you can download your Lake City Bank account information into either Quicken/QuickBooks or Microsoft Money.

How do I download my account information into Quicken/QuickBooks or Microsoft Money using Netscape as my browser?

1. From your Internet Banking account history screen, click on the "Download History" button. This will bring up a screen where you can select a range of dates from which to download.
2. Select a range of dates from which to download.
3. After selecting the dates, click on "Download." This will bring up a box that says you have started to download a file of type text/qif.
4. Click on "Save File." Then you will need to select the directory to save the "qif." file to.
5. Once you've done this, you can now go into Quicken/QuickBooks or Microsoft Money and import the file.

How do I download the information using Internet Explorer as my browser?
Steps (1) and (2) are the same as above. (3) Click on "Download." This will bring up a box, which will ask you what you would like to do with the file. (4) Click on "Save file to disk." As an example, make sure the default file name is "___________.qif." (5) Click on "OK" to begin the download. (6) Once you've done this, you can now go into Quicken/QuickBooks or Microsoft Money and import the file.

How do I know if my Personal Online Banking session is encrypted?
Your banking session data is encrypted when the solid key appears in the lower left corner of your screen in Netscape's Navigator and when the closed lock appears in Microsoft's Internet Explorer. When not in a secure session, Netscape's encryption key appears broken and Internet Explorer's lock is not shown.

What is encryption?
Through encryption, your data (everything from your account numbers to account balances) is converted into a series of unrecognizable numbers before they are exchanged over the Internet. This series of numbers creates a mathematical lock--a lock that only Lake City Bank and your browser have the key to. Lake City Bank works with your Web browser to transform all your banking requests into encrypted strings of data, and then back again to the original requests. Plus, each time you initiate a new internet banking session, a new lock and key combination is randomly created. Cryptography.

What is the difference between a 128-bit and a 40-bit encryption browser?
The difference between a 40-bit (international) and a 128-bit (domestic, or strong) encryption is a matter of degrees. Software using 128-bit encryption is roughly 300,000,000,000,000,000,000,000,000 times stronger than 40-bit encryption. Note: The U. S. Government restricts the use of 128-bit encryption to citizens and permanent residents of the U. S. and Canada, i.e., browsers that use 128-bit encryption may only be downloaded to locations in the United States and Canada.

What is the cutoff time for fund transfers and bill payments?
The cutoff time for fund transfers and bill payments is 8:00 p.m. EST. Any transfer or bill payment conducted on the Internet after 8:00 p.m. will be shown but will not be reflected in the account balance until the following night.

What do I do if I have trouble logging on to the Internet?
There are several possibilities. If you're having problems accessing any Web site, please contact your Internet Service Provider (ISP). If you can access other Web sites but not ours, then either the system is off-line for updating or we're experiencing a temporary disruption in service. Please try again in a few hours.

What do I do if I get an error message saying that "The information entered does not match our records.  Please try again."?
The User Identification or Password for Personal Internet Banking is not being entered correctly. Double check that the User Identification and/or Password you are using are correct. Note: User Identification and Passwords are case sensitive.

When viewing my account balances on the account information screen, my balance is showing $0.
The Personal Internet Banking product first reads a customer account transaction to retrieve all accounts associated with the customer for balances. If the host system is down or off-line, the error message will state that the system is unavailable.

When I conduct a transaction via Personal Online Banking, when are my updates to the account posted?
Although you can access your account information at any time and make transactions between your accounts, your transactions are not posted on "real time." Personal Internet Banking transactions will not be reflected in the account balances until the application's posting the next business day.

Will I be able to access Personal Internet Banking if I'm a Mac user?
Yes, you can access Personal Internet Banking if you are a Mac user. You simply need a computer, modem, Internet access, and our supported browsers--Netscape Navigator 6.1 or greater or Microsoft Internet Explorer 5.0 or greater.

How does check reorder work with Deluxe?
You can now order your checks without even going into a branch. Just logon to your Personal Internet Banking account and click on the “Maintenance” tab. Click on the "Reorder Checks" link and then choose the checking account you wish to reorder checks for. Follow the 6 easy steps and submit your order. The cost will be deducted from your checking account and your checks will be mailed to your home.

What type of security measures are taken to prevent sensitive information from being intercepted online?
When logging onto Personal Internet Banking, you enter our "secure server" area using the latest Secure Sockets Layer ( SSL) cryptography. At a high level, SSL uses public key cryptography to secure transmissions over the Internet. From the moment account information leaves your computer to the time it enters Lake City Bank's data processing computers, all Personal Internet Banking sessions are encrypted.

Cryptography

Browsers allow you to encrypt information so that the information is scrambled as it passes over the Internet. We use a 128-bit encryption level for the Personal Internet Banking site. This provides you with a high level of security that takes effect when you try to view account information, change passwords, or perform any other Internet Banking function through the Internet.