Woodforest Where You Are!

Please contact us at one of the phone numbers below.

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

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.

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!

Please contact us at one of the phone numbers below.

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

Please contact us at one of the phone numbers below.

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

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.

Please contact us at one of the phone numbers below.

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

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.

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.

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".

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.

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".

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.

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".

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!

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.

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.