Frequently Asked Questions

ATTENTION

From 12:00 am CT to 3:00 am CT each Sunday morning, general system maintenance is performed on our online banking system. We may also make emergency system changes on any evening. During this time you may experience limited system functionality or access. This maintenance will affect those using our website, mobile applications, as well as Quicken and QuickBooks users. Ongoing maintenance is required to ensure our systems are running at optimal performance. We apologize for any inconvenience.

Is Online Banking Services secure?

Yes. Your right to privacy and your online security is extremely important to us at Woodforest. You are protected by advanced encryption and authentication technology, ensuring the best efforts to maintain the safety of your data. Additionally we have secure messaging to contact Online Support Services securely by email.

For more information about security, please review the following important information prior to using our site or our online banking services

Am I able to securely access Online Services outside the United States?

Yes for most regions. We have enhanced our security to provide additional fraud prevention when accessing Online Banking Services from outside the United States. Some regions may be explicitly blocked by our system for security reasons. If traveling outside the United States, please contact us at one of the following phone numbers so they may update your profile to allow you access to Online Services from the region(s) you will be traveling.

  • Toll-Free: 1-877-968-7962
  • Houston: 832-375-2000
Why did I get an error that the region I'm logging in from is not permitted for my account?

If you attempt to log into Online Services from a foreign country without first contacting us, you will receive a region not permitted error stating you are attempting to log in from a country or region that is not permitted for your account. When traveling outside the continental United States you must notify the bank which country or region from which you will be logging into Online Services. Your online banking profile will be updated to allow you access to Online Services from the specified foreign country. Once you have been granted access to Online Services from a foreign country, you will be prompted to answer one of your security questions or authenticate your mobile device each time you log in as an extra security precaution.

Please contact us at one of the phone numbers below (or contact your branch) to request your profile be updated with the country or region to which you will be traveling.

  • Toll-Free: 1-877-968-7962
  • Houston: 832-375-2000
How do I sign up for online services?

You have two enrollment options available:

  1. If you are a new customer, a welcome email is automatically sent to you if you provide an email address upon account opening. The welcome email contains an enrollment token to expedite the enrollment process. You may also request an enrollment token by calling us.
  2. You may enroll without an enrollment token anytime by entering additional information during the enrollment process such as an account number or debit card number, along with mother's maiden name and date of birth.

Click Enroll from www.woodforest.com. You will be taken to the Enrollment page where you will be prompted to enter required information depending on the enrollment option selected.

Click Here for detailed Enrollment Instructions.

If I am a Small Business customer, may I enroll my business in Online Banking?
If you wish to enroll your business in Online Banking please contact us at 1-877-968-7962 for assistance.
What is my User ID?

Your User ID is what identifies you in our system. You will choose your own unique User ID during the enrollment process.

What if I forget the information I entered during enrollment?

Please contact us at one of the phone numbers below.

  • Toll-Free: 1-877-968-7962
  • Houston: 832-375-2000
When can I begin using online banking?

If you are a new customer, you must wait until the day after you have opened your eligible account(s) to enroll in Online Services. Once you successfully complete the enrollment process you can then access your accounts online. Note: Only eligible accounts will display online. Contact your branch if you have any questions.

Why do I need to select and answer four security questions?

The security questions and answers are an important part of our online banking security model called "Multi Factor Authentication". Here's how it works:

Each time you use online banking, the system will "profile" your online banking behavior by tracking each visit along with your activity (IP address, browser type, time of day, frequency, etc.). When an action occurs outside of your usual banking profile, the system will require you to answer one of your pre-selected security questions. This provides an important level of security helping to keep you safe from fraud and identity theft.

How do I set my security questions and answers?

During enrollment you will choose four security questions from our list and provide your own unique answers to the questions. Here are a few tips on how to best answer your security questions.

  • Be sure to choose questions and answers that only you know the answers to.
  • Answer questions in a consistent fashion (for example, use one word answers for all questions).
  • Never use the same answer for all questions in an attempt to save time!

Remember, these security questions are designed to protect you!

What if I forget the answers to my security questions?

Please contact us at one of the phone numbers below.

  • Toll-Free: 1-877-968-7962
  • Houston: 832-375-2000
What if I use Quicken or QuickBooks?

You can use Quicken or QuickBooks with Woodforest Online Services to budget, plan and track your finances. You can easily download/import your transactions to these software applications. Please note: Express Web Connect is not available at this time. You must use Online Services to make transfers or payments.

What if I forget my User ID?

Please contact us at one of the phone numbers below.

  • Toll-Free: 1-877-968-7962
  • Houston: 832-375-2000
How do I update my e-mail address?

Log into Online Services. Click Service Center, and then select Manage Email Address under the Contact Points section. Click the email address you wish to change. Enter your updated email address in the Edit Contact Point window. Your information is updated once you click SAVE EMAIL ADDRESS. An email from Woodforest Online Services will be sent to your updated email address requiring you to verify your email address by clicking the displayed "verify email" link. This verification step must be completed before the updated email address can be used for Online Services.

To change the email address to which your alerts are sent, click either Manage Security Alerts or Manage Account Alerts. Select which email address you want an alert sent to. Note: You must set up the email address in the Message Center / Manage Contact Points first.

How do I change my password?

Log into Online Services. Click Service Center and then select Change Password. Enter your current username and password followed by your new password. Re-enter your new password for confirmation. Click Change Password to submit your change.

How do I change my Username?

Log into Online Services. Click Service Center, and then select Change Username. For security reasons you will be prompted to answer one of your security questions. Click Let's Get Started; enter the answer to your security questions and click Continue. Enter your new Username. Re-enter your new Username for confirmation. Click Change Username to submit your change.

How do I change my security questions and answers?

Log into Online Services. Click Service Center and then select Manage Security Answers. For security reasons you will be prompted to answer one of your security questions. Click Let's Get Started; enter the answer to your security questions and then click Continue. Select your new security questions and enter your new answers. Note, you must change all four security questions and answers. You cannot answer the same question multiple times. Click Continue. Your security questions have been changed.

What if I forget my password for online services?

From the online services login screen, click the Forgot Your Password? link and follow the steps to reset your password. You must answer one of your security questions that you selected during enrollment.

What if I forget the answers to my security questions?

Please contact us at one of the phone numbers below.

  • Toll-Free: 1-877-968-7962
  • Houston: 832-375-2000

Bill Pay 2.0’s New Look (PDF)

Phone

Have Questions? Contact Us Today!

Bill Pay Upgrade: 1 (877) 310-0115     Mon - Sat   8:00 AM - 5:00 PM (CT)

General: 1 (877) 968-7962     Mon - Sat   8:00 AM - 5:00 PM (CT)

An online Bill Payment has not cleared my account yet. Has it been paid?

Bill payments are sent to a Payee electronically or by paper check.

Electronic payments are debited from your account on the payment "Send on" date, and typically credited by the Payee on the "Deliver by" date (within 2 - 4 business days from receipt).

Paper checks are mailed to the Payee. Contact the Payee to verify if the payment has been received and applied to your account. Make note of the date the payment was applied; the check should post to your account within 5 - 7 business days. If you feel plenty of time has elapsed, you can place a Stop Payment on the check by visiting your local branch, contacting us, or making a request through Online Banking. For more information on Stop Payments, including a list of fees that may apply, please refer to our Terms and Conditions.

How can I tell if a payment will be sent electronically?

When setting up a Payee, if the address is reflected as "On file", this indicates the Payee is paid electronically. Also, when you make a payment, the Send on / Deliver by dates are 2 business days for electronic payments. Once a payment is scheduled, the text "Check" or "Electronic" is displayed next to the Deliver by date in both the Multi Pay and the Single Pay view. You can also select a payment from the Activity or History tabs and view the Payment Details to see if "Electronic" displays for Delivery type.

Keep in mind, a Payee that accepted electronic payments one month may change their processes and begin accepting checks only and vice versa.

What is the difference between a Manual Payment and an Automatic or Recurring Payment?

Many bills have varying payment amounts and due dates, such as utility bills. For these payments, schedule a one-time (manual) payment. Some payments such as mortgages and auto loans have fixed payment amounts, due dates, and frequencies. For these types of payments, create a repeating (automatic or recurring) payment schedule (rule) and we will process the payment at the selected frequency for the indicated amount with no further action needed by you.

How can I edit a pending Bill Payment?

You can NOT edit a payment that has been processed. To edit a pending Bill Payment:

  1. Log into Online Banking and click the Pay Bills tab.
  2. Click the payment to be edited from the Activity Tab. On the Payment Details window, click "Modify payment".
  3. If this is an automatic (recurring) payment, you will have the option to change just the one payment or the automatic rule for future payments. Specify your changes to this payment and click "Modify".
How can I cancel a pending Bill Payment?

You can NOT cancel or edit a payment that has been processed. To cancel a pending Bill Payment:

  1. Log into Online Banking and click the Pay Bills tab.
  2. Click the payment from the Activity tab to cancel just the one payment or the automatic rule for future payments. On the Payment Details window, click "Cancel payment".
    Note: If the pending payment was set up as an automatic (recurring) payment, you will have the option to cancel just the one payment or the automatic rule for future payments. If you just cancel the pending payment, there is no effect on future payments to the same Payee. If you want to cancel payments for all future bills you must cancel the automatic rule for the Payee.
How can I cancel an automatic/recurring payment?

You can NOT cancel a payment that has been processed. To cancel an automatic (recurring) payment:

  1. Log into Online Banking and click the Pay Bills tab.
  2. From the Multi Pay or Single Pay view, click the down arrow or "Options" button next to the appropriate Payee and select "Modify auto-pay".
  3. Select the "Turn off auto-pay and cancel all payments scheduled by the rule" option.
  4. Click "Save auto-pay options".
If I delete a Payee will all payments, including automatic/recurring payments, be canceled?

Yes, if you delete a Payee, your automatic payment rule and all scheduled future payments to that Payee will be canceled.

I have Payees that I don't use anymore, but I don't want to delete them. Can I temporarily deactivate them ?

The Inactive Payee feature is not supported within Bill Pay 2.0, but you can manage infrequently used Payees by selecting "Show/Hide billers" from the "View" dropdown, or by selecting "Hide" from the down arrow or "Options" button actions for the appropriate Payee. You can also create a Custom View that excludes a Payee by selecting "Add custom view" from the "View" dropdown.

Note: If a Payee was inactive prior to the June 2022 upgrade, the Payee will be active, but hidden, within Bill Pay 2.0.

As part of this update, hidden Payees will now display within our Mobile Banking App when previously inactive Payees did not.

How can I dispute a Bill Payment transaction?

Since Bill Payments are set up and directed by you to the Payee, some restrictions apply when disputing a payment. Payees require that they are contacted first. Keep a log of each contact with the Payee. The date, time and who you spoke to are required for certain types of disputes. You may stop a payment on a Bill Payment check that has not cleared your account by visiting your local branch, contacting us, or making a request through Online Banking. Stop Payments are detailed in our Terms and Conditions along with any fees that may apply.

How can I stop a payment?

Stop Payments do not apply to certain account debits. Contact your local branch or us to see if the item is eligible for a Stop Payment. Stop Payments require 24 hours to process. Refer to our Terms and Conditions for detailed information on Stop Payments along with any fees that may apply.

To request a Stop Payment through Online Banking, click the Services tab and then Checks under the "Manage My" section. Select "Request a Stop Payment", enter the required information, and then click "Continue".

I made a Bill Payment a long time ago and the merchant says they have not received it. How can I determine if it has been paid?

You may confirm if your payment was processed by viewing your Payment History under the History tab. Select the processed payment to view Payment Details.

You can also find past payments by selecting the down arrow or "Options" button next to the desired Payee and clicking "View payment history".

If you do not see your payment, contact your branch or send a Secure Message through the Online Banking Message Center for assistance.

Need a Proof of Payment?

Contact your branch or send a Secure Message through the Online Banking Message Center requesting a proof of payment and we will be happy to provide one for you!

How long does it usually take for a payment to clear?

This depends on whether a payment is made by check or electronic payment. Electronic payments will process on the "Send on" day and funds are debited from your account at that time. The payment may take up to 2 -3 business days for the Payee to apply the payment to your account.

If a Payee does not accept electronic payments, a check is issued and mailed to the Payee; funds will be debited from your account once the check clears. Checks typically take 5 - 7 business days to clear your account. You must have funds available in your account on the day the check is presented for payment.

Are Bill Payments processed every day?

Bill payments are only processed Monday through Friday, excluding weekends and Federal holidays.

If I change a Payee address, will payments I've scheduled to go to the new address?

Yes, any scheduled payments not yet processed and any future payments in a recurring series will be sent to the updated Payee address.

Why can't I schedule a payment for today?

Payments can be scheduled the same day, up until approximately 3 PM (CT). At that time, we begin processing pending payments and the earliest "Send on" date for any new payments is the following business day. You can also view the status of processed payments on the History tab to determine if the payment has failed.

How can I find out if a payment failed?

You will be sent an email if a payment is not processed due to insufficient funds, incorrect Payee data, or similar reasons. You can also view the status of processed payments on the History tab to determine if the payment has failed.

What other alerts are available for Bill Pay?

Please refer to the Alert Preferences page, under the More tab, to view a list of all alerts, including automatic alerts (displayed in gray) and alerts you may configure.

What is a virtual card payment?

A virtual card payment is a payment made with a single-use credit card number issued to a Payee.
A virtual card payment may be used to remit funds to Payees initiated by Woodforest's Bill Pay processor.

Why is a virtual card being used for payments?

Like many other forms of electronic payments, virtual cards can create a faster, more secure method of sending payments to Payees due to their one-time use characteristics.

How does my Bill Pay experience change when a virtual card is used for payment?

Your experience for paying bills will remain the same. The only thing that changes is how the funds are remitted to the Payee.

What are the new features that come with Bill Pay 2.0?

In addition to the familiar features for adding payees and scheduling/reviewing payments, the upgrade includes the following new features for added convenience:

Smart Reminders: When you make more than one payment to a Smart Reminder eligible Payee, you will automatically be reminded to pay again. Payees are eligible based on how you pay them. For instance, Payees with regular frequencies like utilities, insurance, and some credit cards are Smart Reminder eligible.

Graphical Reporting: Reports now include graphs.

Multi-Pay/Single Pay Views: The Multi-Pay view allows you to set up payments for multiple bills at a time, just like before. The new Single Pay view lets you pay and manage one bill and one Payee at a time.

Funding Account Per Payment: You can now select a “pay from” account for each payment, making paying bills from multiple funding accounts easier.

Email Alerts: New security feature that alerts you via email when a new funding account is added to your Bill Pay service. Designed to prevent fraudsters from adding an unauthorized payment funding account to your Bill Pay relationship.

Woodforest National Bank

Messages go here

Enter Your Zip Code

Please enter your zip code so we can give you product information for your location.


Please enter a valid zip code