Frequently Asked Questions About Columbia Connect

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1 First Time Login How do I login? You will access Columbia Connect from the online banking login box at Ensure personal is selected in the online banking login box. Enter your current user ID and select log in. What user ID do I use? Use the same user ID that you ve always used. There was a small group of customers who were issued new user IDs. You would have received an from Customer Care within the past two weeks regarding this. If you are unable to locate the , please contact our Digital Banking Team at or via chat on What password do I use? Use the same password that you ve always used. You ll be prompted to create a new password during your first login. Your new password must meet the following criteria: Between 8-99 characters Contain at least one number Contain one lower case character Contain one upper case character Contain one special character Please Note: Password requirements have been made more complex to increase security and the Submit button will not be activated until the password requirements are met and both passwords match. Why did the system change? The upgrade to Columbia Connect will provide you with a responsive and fully-integrated online banking platform giving you a better user experience, more functionality and resources to put you in control of your money. Security How do I login after my first time? You will access Columbia Connect from the online banking login box at Ensure personal is selected in the online banking login box. Enter your user ID and select log in. Next enter your password and click the Submit button. What if I forgot my password? If you happen to forget your password, you can easily reestablish a new one. For full instructions, please reference the Logging In portion of the Columbia Connect User Guide in the Online Banking Upgrade Center on Please note you may not be able to change your password if your account is locked after too many failed login attempts, or if you are resetting your password from an unregistered device. 1

2 What is a Secure Access Code? Columbia Bank verifies your identity using Secure Access Codes (SACs), which are numbered codes sent to you by , phone or text. Within Security Preference on Connect, you can make changes to your delivery preferences or add new ways for us to contact you. What is a delivery method and why do I need to select one? In order to authenticate your identity, you are presented with an option to select a delivery method that is used immediately as the destination for us to send you a secure access code. Select your preferred contact method ( , phone or text) and the six-digit code will be delivered using the option you selected. Please note this code is only active for a limited time. If you are unable to identify the options presented and cannot successfully receive your secure access code, please contact our Digital Banking Team at or via chat at Why do I need to enter a secure access code each time I log in? When logging in to Columbia Connect from a browser or from the Columbia Connect app from an unregistered device, you will be asked to enter a six-digit, single-use Secure Access Code (SAC). The SAC is delivered outside of the online/mobile banking session via an automated phone call, text or . The SAC is required to complete your authentication into Columbia Connect. After we authenticate the SAC, you have the option to either A) Don't Remember This Device; or B) Remember This Device. You should only select Remember This Device, if you re accessing Columbia Connect from a device that only you will use. This will eliminate the need for this step in future logins. If you re using a public or shared device, you should select Don't Remember This Device. Please note: To maintain your device registration, your browser must be configured to accept and retain cookies from Columbia Bank. If your device is set up to regularly deletes cookies or has an automated program that does so, you will be prompted to register your device after that deletion occurs. Please see your browser "help" for assistance in accepting cookies or contact us at for assistance. I registered my device. Why does Columbia Connect keep asking me for a Secure Access Code each time I login? There are a few reasons this could be happening. You might not have Cookies enabled, your browser might be set to delete history upon close or your browser may have deleted Cookies after it recently updated. To change these settings, please click on the link below for instructions corresponding to your browser. To enable cookies, please view directions here. To disable browsers from deleting browsing history, please view directions here. How quickly does Columbia Bank updated my personal information when I complete and submit the Change Personal information form? By submitting changes via the Change Personal Information form (Services > Change Personal Information), you can easily make changes about your address, phone numbers or address. When you update these details via 2

3 the Change Personal Information form, please allow one to two business days for your information to display on Columbia Connect. I have submitted a change to my phone number/cell phone/ address using the Change Personal Information form, but it is still not displaying as a delivery method for my secure access code. How do I change this information? You can update the delivery method details by accessing Settings> Security Preferences > Secure Access Contact Information and updating this information. You may also contact our Digital Banking Team at or via chat at for assistance in making the change on you your behalf. Account Preferences Did my alerts transfer over to Columbia Connect? No, we were unable to transfer alerts to Columbia Connect. You will need to set them up in Columbia Connect. Please follow the instructions about Alerts found in the Columbia Connect Upgrade Center at Can I view my previous transaction history in Columbia Connect? Yes, all of your account history that was in the previous system is available in Columbia Connect. You can find your transaction history by selecting a Columbia Bank account from the Home page, which will take you into the Account Details page. From here, you can view transactions within that account using the search bar. Transactions can be sorted by time, time, amount or check number using the filters icon. Can I view my statements in Columbia Connect? Yes, all of your statements that were in the previous system is available in Columbia Connect. You can find your statements by clicking on Statements on the left-hand menu and then View Statements. The first time you access this feature you will have to verify that you re able to view PDF files and will then be able to follow the instructions provided within Connect. Can I view images of my paid checks in Columbia Connect? Yes, all of the check images you were able to view in the old system are available in Columbia Connect. Will I have to set up my reoccurring transfers? No, reoccurring transfers initiated in the previous system automatically moved to Columbia Connect and remain on schedule. You do not need to set them up in Columbia Connect. Do I need to re-enroll in estatements? If you were enrolled in estatements in the previous system, you do not need to re-enroll in Columbia Connect. You will remain enrolled and will receive notifications when your statements are ready to view. Did my account nicknames transfer over to Columbia Connect? Yes, any account nicknames you had in the previous system transferred over to Columbia Connect. Account nicknames will appear the same on any device. 3

4 Can I still use Quicken/QuickBooks in the upgraded system? Yes, however, you will need to reconnect your account with Quicken/QuickBooks. Instructions on how to do this is available in the Columbia Connect Upgrade Center at Bill Pay Did Bill Pay Change? No, Bill Pay did not change. All of your payees, scheduled bill payments and previous payments are automatically accessible through Columbia Connect. How do I access Bill Pay? Once logged in to Columbia Connect, you land on the dashboard page. On the dashboard page select Move Money and Pay Bills from the menu on the left to access Bill Pay. Personal Mobile Banking Did Mobile Banking Change? Yes, please follow the directions below to update your current Columbia Bank app: Apple device Your current Columbia Mobile Banking app on ios will require a simple update. Once you complete the update, you will be able to access your accounts. Android device You will need to delete the old Columbia Mobile Banking app for Android and download the new one. Once you download the new app, you will be able to access your accounts. Amazon device You may use the browser on your Amazon device to access Columbia Connect. When I access Bill Pay through the Columbia Connect mobile app, I do not see all of the advanced options that I see on the desktop version. Is there something I need to do to see the additional details? On the Columbia Connect mobile app, you can schedule a payment, see your payment details and history, as well as create, edit, or delete a payee. For advance Bill Pay functionality please access Bill Pay via the desktop, but please note the advanced Bill Pay site is not available via the Columbia Connect app. How do I access Popmoney in Columbia Connect app? Popmoney is not currently available via Columbia Connect app. Columbia Bank is currently working on a solution, and in the meantime, you may access Popmoney from your laptop or PC. How to Access Popmoney: Step 1: When logged on to Columbia Connect, select Move Money Pay Bills, click on the Options drop down and select Visit Bill Pay Site 4

5 Step 2: Select Popmoney tab to perform a transaction or register if you are a first-time user. To learn more about Popmoney click on the Help Center for a list of frequently asked questions. 5