Customer Support and FAQ’s
Mobile Banking How-To
Mobile Banking is here!
You must sign up for NetTeller Online Banking in order for you to have access to your account information through mobile banking.
You may enroll in mobile banking by accessing mobile banking via the BNB Hana app, or by accessing your NetTeller ID and PIN/Password and complete the enrollment process. You must have an active NetTeller ID and Password for mobile device enrollment.
We have an App!!
iPhone users may access the BNB Hana Bank Mobile Banking Site by downloading the BNB Hana App from www.apple.com/iphone/apps-for-iphone on your iPhone device.
Or by downloading the app from iTunes www.itunes.apple.com/us/app/bnb-hana-bank-mobile-banking/id549659398?mt=8
Android users my access the BNB Hana Bank mobile app by downloading the app from Google play www.play.google.com/store/apps/details?id=com.jackhenry.BNBBank&hl=en
All other users must enter your NetTeller ID and PIN/Password. Choose one of the options below from the Main Menu.
iPhone and Android users have what is known as the SmartPhone Enhancement, which gives a little different screen appearance than other mobile device users.
NetTeller User Guide
Internet sign-on screen
To begin banking online, simply enter your login information on the home page of our Web site, www.bnb-hanabank.com. The next page you will receive will be to read and accept the Online Banking Disclosure and Agreement. You will then be forced to create your unique password and set up security questions. You will then be allowed into the site.
A 12-digit number assigned by BNB Hana. Once you are set up, you can create an alias for your ID number that is easier for you to remember. You should keep your 12-digit number that is assigned to you because it will always be valid.
A 4-digit Password assigned by BNB Hana. During your first successful login, you will be prompted to create your own unique Password. Your Password can be any 6-8 alpha/numeric mixed combination. Each customer is allowed three invalid sign-on attempts. After the third invalid attempt, the system will lock you out. If, at anytime, you should need your password reset, you may use the Password Self Reset option, provided you have set up your "Personal Question and Answer" under the Administrative Options within the NetTeller site. (You will want to do this immediately during your first log in) If you have not set up your "Personal Question and Answer" you must call BNB Hana Bank and an authorized person will reset your password.
TO LOG OUT OF NETTELLER PROPERLY, YOU MUST SELECT THE "LOGOUT" OPTION LOCATED IN THE UPPER LEFT CORNER OF THE NETTELLER PAGE.
Account Listing Page (Main Page)
The account-listing page is the first page you will see after you log in. This page reflects your account information, such as your current balance (Balance as of posting of the last business day). As a security measure, the system will also show the last time you logged in and the total number of times you have logged in. You can reset the login counter from the Administrative Options page. From the Account Listing page you must "Select Activity" to begin choosing the functions you are able to do, such as, initiate transfers, view current transactions, view range of transactions between dates, stop payments, e-mail BNB Hana, or get help.
Viewing Account Information
From the Account Listing page you can view all of the accounts you have set up to access through NetTeller. Initial account descriptions are based on default system account descriptions. However, you can personalize the descriptions by going to the Options page and selecting Change Pseudo Account Name.
Use the drop down menus to select how you would like to view the information for each account. All account balances are the current balance as of last posting date.
The current balance is after daily posting in the evening. (After 11:00 PM EST).
To initiate a request for new views, click on the drop-down menu, make your selection, and you will advance to the next page.
This option is selected from the "Select Activity" menu on the Account Listing page and will only appear on those accounts that have the transfer option available. To initiate a transfer between accounts you should:
Select the account to transfer the funds from by using the drop-down menu on the Account Listing page. Once you have made the selection you will advance to the next page.
On the transfer funds page you will see any scheduled transfers that you may have set up. Select the account to transfer funds from in the "Select Account" drop down, located to the right on your screen. Once you have advanced to the next screen, simply choose the account to transfer to, complete the blank fields and submit your request.
Optional: If you wish to make the transfer a recurring scheduled transfer, select the frequency and dates from the available options. The default for transfers is one time.
To process your transfer, click on the Submit button at the bottom of the page. After you complete the transfer, a page displaying a Confirmation Number will appear.
Important Transfer Information
Confirmation of Transfer - It is highly recommended that you keep the confirmation page as verification that you submitted a transfer.
Withdrawal limits - Transfers made from Savings and Money Market accounts are subject to withdrawal limits.
CUTOFF TIME FOR TRANSFERS - Posting and Funds Availability: If you initiate a bank transfer before the normal processing time, which begins at 8:00 PM CST on a business day, the bank transfer will be posted to the Deposit Account on the same business day. If you initiate a bank transfer after the normal processing time (8:00 PM) CST on a business day, the bank transfer may post on the next business day. Transferred funds will be available for withdrawal on the same business day the transfer is created to the Deposit Account.
LOAN PAYMENTS- If you are making your final payment, you must contact the bank to get the final payoff amount before submitting the amount to transfer, otherwise the payment may not be correct.
RECURRING (SCHEDULED) LOAN TRANSFERS -If you are setting up a recurring (Automatic) transfer to a loan, you must enter, as the Expiration Date, the Maturity Date of the loan (Check your coupon book or your copy of the loan document. By doing this, and if the regular scheduled payments are made, the number of payments should be accurate. The confirmation you receive after you submit the transfer shows the number of times the transfer will take place.
ALL OTHER TRANSFERS - When setting up automatic transfers you should make sure you put the Expiration Date long enough for the period of time you want the transfers to remain on the system.
The Administrative Options page gives you the ability to:
- change your Password
- change personal ID (to create an Alias)
- create personal question and answer for Self Password Reset
- reset your login counter
- change account pseudo names
- confirm/change e-mail address
- change number of accounts displayed
- edit account listing display order
- edit account activities display order
- set up alerts, email and login type
With this option you can change your Password at any time and as many times as you wish. The Password you choose must be 6-8 Alpha/Numeric characters. The system retains a history of the last four passwords.
Change Personal ID (Alias)
You can change your NetTeller Customer ID from the 12-digit bank assigned number to something easier for you to remember (alias). The Alias that you choose must be between 4 and 12 characters long with no special characters. The ID cannot begin with a number, but may include numbers in it. All ID’s are individual and no two persons may have the same one. If you choose an ID that has already been selected by another customer, you will be prompted to select another ID.
Reset Login Count
From here you can reset the login counter for your NetTeller ID. It will inform you that the counter has been reset. When you go back to the Account Listing page you will see that your login count is 0.
Change Pseudo Account Name
Each account that you have access to through NetTeller will be initially set up with the default name created by the banking system. If you wish to change the name of any accounts to something more personal, you can do so here. Valid account names can include upper and lower case letters, spaces, and any number between 0 and 9.
For example-The system-assigned account name may be "Checking". This account actually represents your checking account you use for household expenses. You may want to change the name appearing on NetTeller from Checking to "Household Account" and the same goes for all of your accounts.
Alerts may be set up to email you, informing you of the alert (You must maintain a vaild email address with the Bank), or to alert you when you log in to NetTeller.
Lets you set up alerts to watch for falling or rising balances, personal memos, incoming/outgoing debits and credits, etc.
On the Stop Payment page, you may stop payments to a single payee. However, you can make the request to stop multiple payments. Simply enter the check number or range of numbers, the exact amount of a single check, or the beginning and end amount on a range of checks. Next, select the payee of the check(s) to stop and press Submit. You will receive a confirmation that your request has been submitted. We are unable to stop payment for checks we’ve already received and paid. If the Stop Payment is set up through the On-line Banking System, after the item has cleared the account, the stop pay will not be valid.
You will be charged a $20.00 fee for placing a Stop Payment. To remove or change the stop payment, please call Customer Service at (212) 689-5292 x1200.
If you should set up a stop payment after the processing time, which begins at 8:00 PM, you must check your current transactions to verify if the item has cleared, or not. If the item has cleared, you must notify the Bank first thing in the morning of the following business day, otherwise the item will not be stopped.
The Stop Payment request is only good for 14 days. You must come in to one of the BNB Hana full service locations and sign the appropriate stop payment form. The stop payment will then be set up for a 6-month period.
Debit (Check) Card
Stop Payments cannot be placed on VISA Debit Card transactions. Stop Payments are for checks only.
ACH Debit (electronic withdrawal)
If you are stopping an ACH Debit (electronic withdrawal), you must notify the company before setting up the stop pay and you must come in to the bank and sign a form called "Statement Under Penalty of Perjury" for the stop pay to be effective.
After the appropriate stop payment form is signed the stop pay will remain on the system for 6 months, unless the stop payment is renewed for an additional 6 months.
Images are available for the last four (4) months of transactions and you may view them by selecting the menu option to View Range of Transactions. You are able to sort your transactions by date or check number by clicking on the column headings.
Current Transactions (Cleared transactions since last bank statement)
- Select Alerts from the Main Menu.
- *The Alerts option only displays if you have Alerts to view. Viewing Transactions
- Select My Accounts from the Main Menu.
- From the list of accounts select which account you want to view. A summary screen with your Account Balance displays.
- Select Transactions from the summary screen. Transactions from the last 15 days display in groups of 4 transactions per page. Select the date for transaction details. Select Back to return to the list of transactions.
- From the transaction list select Accounts to return to the list of accounts or Main Menu to return to the main menu.
- Select Transfers from the Main Menu.
- Choose the account to transfer funds.
- Choose the account to transfer funds.
- Enter amounts in the dollars and cents fields and select Submit.
- An indicator that the transaction is sending displays.
- A confirmation message and number display after the transfer is complete.
- An SMS Text Message will be sent to confirm the transfer.
- *You can only set up one-time immediate transfers via mobile banking. Paying Bills
- Select Pay Bills from the Main Menu.
- Select the Payee.
- Select the pay-from account and continue to the next screen.
- Enter amounts in the dollars and cents fields and select Submit.
- An indicator that the bill payment is sending displays.
- A confirmation message and number display after the bill payment is complete.
- An SMS Text Message will be sent to confirm the transfer.
If you are not currently enrolled in Bill Pay, you must visit one of the BNB Hana locations to sign up.
*You can only set up one-time immediate bill payments via mobile banking. Payments will process during the next bill pay processing time.
Q. What number should I call if I can’t find answers to my questions in this document?
Customer Service - (212) 689-5292 x1200
Q. What is NetTeller?
The NetTeller service, from BNB Hana, allows you to access your BNB Hana accounts and obtain balance information, perform account transfers and statement retrieval, download account history or transactions, stop payments, and pay bills all via the Internet. You can also send secure e-mail to the Bank.
Q. How can you guarantee the security of my banking information?
We follow strict standards to allow for a secure online banking experience. A few of these standards are listed below:
- Your banking information never travels the Internet without encrypted protection.
- Login sessions have a time-out limit requiring you to log in again once the limit is reached. (You will be warned 1 minute before the timeout takes affect)
- Password guessing is deterred and reported.
- Internet security is not a once and for all task. We are constantly developing and implementing security enhancements to ensure the integrity of our Internet Banking System.
- Multi-factor Authentication practices are use to identify the user access, which requires security question set up.
Q. What can I do to protect my account and personal information while I’m banking online?
- Memorize your password.
- Your NetTeller ID and Password verifies you when you begin an online banking session with BNB Hana.
- Do not use the save password option on your computer.
- Do not write down your password or reveal it to anyone.
- Change your password regularly.
- It is recommended that you do not use the feature on your browser to "Save Your Password". This would allow someone else to log in if they knew the beginning of your ID.
- Remember to sign off. You may not always be at your own computer when you bank online. Therefore, it’s important to log-off when you’re finished banking or leave the room for a few minutes while in an open banking session. For your protection, BNB Hana automatically logs you off after 10 minutes of inactivity.
- Use built-in security features of your browser. BNB Hana recommends that you use the built-in security features that some browsers provide. Choosing certain security settings and options will help protect the privacy of your accounts and personal information. The Help Option or Properties on your browser should provide you with the security options available on your system.
- If you feel your NetTeller ID or Password has been stolen and compromised, notify Customer Service immediately at (212) 689-5292 x1200 but also know that you have the ability to change your password yourself, immediately by going to your Administrative Options within your ID login.
Q. I created an alias for my NetTeller customer ID number, but can’t remember it. How do I get into the system?
Simply use the original NetTeller ID number that was assigned to you when you opened your NetTeller account. Once you are logged in, the system will show you the alias, under Administrative Options and/or you can create a new one, at this point.
Q. The system has stopped accepting my commands and the login screen appeared.
The system may have been Idle for 10 minutes or longer. For security purposes, the system is set with a default feature for a 10-minute time-out. If the system is not used for 10 minutes, the user will be inactive and will have to log in again. (You will be warned 1 minute before the timeout takes affect)
Q. Is there a cost associated with NetTeller or any of BNB Hana’s on-line banking services?
NetTeller does not have a set-up fee or monthly service fee. The service is free with any BNB Hana checking account.
BNB Hana offers BillPayer for which there is a fee. For more information regarding bill pay, call Customer Service at 212.689.3330.
Cash Management is offered for businesses that qualify. Fees will apply for Cash Management services.
Q. Which accounts can I access through NetTeller?
- Checking accounts
- Savings accounts
- Money Market accounts
- Time deposit accounts
- Individual Retirement Accounts (IRAs)
- You may transfer funds to and from a savings, checking, and money market account. You may only view Time Deposit accounts and IRAs.
Q. How late in the evening can I make transfers?
The transfer cut-off time is 8:00 p.m., EST on business days. Business days are Monday through Friday, and do not include holidays or bank declared holidays. Transfers performed after 8:00 p.m. may be posted on the next business day.
Q. If the system shows an error during a transfer, what do I do?
Do not immediately “re-enter” the transfer. The transfer may have already been posted, and the confirmation number was lost in transit. First, check the account the transfer was drawn on, and then check the account status of the account transferred to. If no debits or credits appear on your accounts, then the transfer was incomplete. Only then should you “re-enter” the transfer.
Q. What online products are available through NetTeller?
Basic NetTeller, Bill Payer and Cash Managment Services
Q. How current is the account information I access through online banking?
Account information, as well as online banking and ATM/Debit Card transactions are real time and should show immediately as a memo item.
Q. How much history is available to view?
NetTeller includes six (6) months of previous statements and four (4) months of images. For images beyond current transactions, you must use the "View Transactions Since" and then "Search Transactions".
Q. The text, submit button, columns, and figures don’t fit on my screen.
Use the scroll bar at the bottom of your screen. Depending on your browser and monitor settings, certai
n information may not be readable unless you use the scroll bar. To correct the problem you may want to reset your monitor settings.
Q. Can I communicate with someone at the bank online?
Yes. You may use the e-mail tab inside the NetTeller site or you may use the "Secure Email to Bank" page in the BNB Hana web site. The e-mail option inside NetTeller will be sent to Support for review. On the "Contact Us" page of bnb-hanabank.com, you may choose which department you would like to address:
Loan Department-Send to firstname.lastname@example.org
Customer Service - Send to email@example.com
Your first step is to select IPay, then you must select “Activate Account” then select the account you wish to pay bills from. You must then select “Accept” to activate your account to pay bills. (Additional fees will apply for multiple checking account bill paying)
Select Ipay, then Payees and then you would select “Add Payee”. By entering the information the system will search to see if they may be set up as an Electronic type payee. If they are not found as electronic, the payment type will be set up as a check type.
The information you will need to fill out the payee form will be found on the bill payment stub you should have received from the payee to remit payment.
A list of all current Bill Payees that displays the name, account number, payee type and status-You may also edit the account number and alias name.
If you need to change any other information, you must delete the payee and set them up again.
Processing times for Bill Payments are 2:00 AM CST and 12:00 Noon CST Monday through Friday, excluding holidays.
In order for payments to be received by their due date, please allow 10 business days for check payments and 3-4 days for electronic payments. (Especially for the first few times)
After the bill payment processing time has passed, after submitting the bill payment, you should view your history to verify the status of the bill payment to confirm that it has been processed. (There are times when a communication error will prevent the payment from getting processed, therefore, the payment would be captured during the next processing time).
Pay from account - If, you have chosen to pay bills from more than one account, you would select the appropriate one at this time.
Pay to - Select the appropriate payee you are sending the payment to.
Memo - You may enter a brief memo, which will be placed on check type payments.
Frequency - You may select how often you want this bill to be paid. If you choose other than one-time, you will be given the option to enter an Expiration date and to select it to be a
Variable Payment type
Variable Payment - A payment set up to recur however often you have chosen, but the dollar amount will be blank for you to enter the correct amount before sending. If your payment is the same amount for each payment, you will not select variable payment and the bill will be paid automatically each time.
Bills paid out of Money Market accounts are subject to withdrawal limits.
Please verify account number and payee before submitting a payment.
View Scheduled Payments
Any payments that are scheduled to be paid will be displayed on this page. You have the option to edit or delete if you so choose.
Quick Edit - Will allow you to edit the memo, select another account to pay bills from (if you have another checking account and have chosen to pay bills from it) and you may edit the dollar amount of the payment.
View Payment History
The history of your bill payment will be available for your viewing indefinitely. Simply enter the criteria necessary for whatever you are looking for. The default date range is the last 15 day, however, you may choose to go further.
Will allow you to select multiple payees, enter the payment amount, along with a memo for each one and then submit all of the payments at the same time.
Electronic Statements Interactive (ESI) Self Enrollment Guide
For assistance with account information please contact our Customer Service Department
For Technical Support regarding Mobile Banking contact
212-689-5292 x 1259 Monday - Friday 9:00 a.m. - 5:00 p.m.