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. During this time you may experience limited system functionality or access. This maintenance will affect those using our website 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.

General FAQs

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 explicity blocked by our system for security reasons. If traveling outside the United States, please contact Customer Care 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: 832-275-2000

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 Customer Care, 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 Customer Care 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: 832-275-2000

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 Customer Care.
  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.

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 for further assistance.

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 for further assistance.

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 for further assistance.

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 "verfy 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 for further assistance.

An online bill payment has not cleared my account yet. Has it been paid?

Bill payments are sent to the Payee by two methods, electronically or by paper check.

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

Paper checks are mailed to your payee. Contact your 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 clear your account within 5 - 7 business days. If you feel plenty of time has elapsed, a stop payment can be made on the check by visiting your local branch, contacting Woodforest Customer Care or through Woodforest Online Services. Refer to Woodforest Terms and Conditions regarding Stop Payments and any fees that may apply.

Can I tell if my 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 two business days for electronic payments. Once a payment is made, you may click Payment Details to see if "electronic" displays for Payment Type.

It is possible that a payee that accepted electronic payments one month may change their processes and begin accepting checks only.

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

Many bills have varying payment amounts and due dates, such as a utility bill. For these payments, schedule a Manual Payment. However, some payments such as mortgages and auto loans have fixed payment amounts, due dates and frequencies. For these types of payments, create an Automatic or Recurring Payment and Woodforest will process the payment on the frequency you select without any other intervention.

How can I change or edit a pending payment?

You can only edit a payment if it is pending in Bill Pay. You can NOT edit a payment that has been processed. To edit a bill payment:

  1. Log into Online Banking and click the Pay Bills tab.
  2. From the Pending Payments section on the Make Payments page, click Edit for the appropriate payment. The Edit Payment window appears
  3. Specify your changes to this payment and click Save.  The Edit Payment window closes and your changes are saved.

How can I cancel  a pending online bill payment?

You can only cancel a payment if it is pending in Bill Pay. You can NOT cancel or edit a payment that has been processed. To cancel a bill payment:

  1. Log into Online Banking and click the Pay Bills tab.
  2. From the Pending Payments section on the Make Payments page, click Cancel for the appropriate payment. The Cancel window appears.
  3. Click Cancel. The Cancel Payment window appears.
  4. Select "Cancel just this payment". The Cancel window closes and the payment is canceled.
    Note: If this is part of an automatic payment, it only cancels the one payment and has no effect on future bills from the same payee. If you want to cancel automatic or recurring payments for all future bills you must cancel the payment rule for the payee.

How can I cancel an automatic payment /recurring payment?

You can only cancel  a payment if it is pending in Bill Pay. You can NOT cancel a payment that has been processed.  To cancel a payment in a series:

  1. Log into Online Services and click the Pay Bills tab.
  2. From the list of people and businesses you pay on the Make Payments page, click the appropriate name. A window with a  listing of tasks appears.
  3. Click the View/Change payee details link. The Payee Details page appears.
  4. Within the Automatic Payments section, click the Change options link. The Set Payment Options page appears.
  5. From the Payment Options field select "Pay manually."
  6. Click Save changes.  A confirmation page appears summarizing this change.

If I delete a payee will all payments, including recurring payments, be canceled?

No, you must cancel the payment or the recurring payment series to ensure payments are not made.

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

You can deactivate a payee through the Payee Details page as follows:

  1. Log into Online Services and click the Pay Bills tab.
  2. From the list of people and businesses you pay on the Make Payments page, click the appropriate name. A window with a  listing of tasks appears.
  3. Click the View/Change payee details link. The Payee Details page appears.
  4. From the Options section on the Payee Details page, click the Deactivate payee link.  The Deactivate Payee page appears.
  5. Review the information on this page and then click Deactivate payee. A confirmation page appears displaying details for the payee you just deactivated.
    Note: You can activate the payee by clicking the Activate payee link.

Can I cancel an expedited payment?

No. Expedited payments cannot be canceled or edited as they are processed same day, within a few minutes of submission.

How can I dispute a bill pay transaction?

Since bill payments are set up and directed by you to your 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 payment on a bill payment check that has not cleared your account by visiting your local branch, contacting Woodforest Customer Care, or through the Online Services Service Center. Stop payments are detailed in your Woodforest Terms and Conditions. Fee may be applied.

How can I stop a payment?

Stop Payments do not apply to certain account debits. Contact your local branch or Woodforest Customer Care to see if the item is eligible for a stop payment. The bank requires 24 hours to process all stop payments. Refer to Woodforest Terms and Conditions for detailed information on stop payments.

To request a stop payment through Online Services, click the Service Center tab and click Request a Stop Payment. Enter the required information and click Continue.

I made an online 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 Pay Bills tab. To view the payment history for a specific merchant, select the person or business from the list of people or businesses on the Make Payments page as follows:

  1. Select the appropriate name from the Make Payments page. A window with a listing of tasks appears.
  2. Click View payment history. The Payment History page displays.  If you do not see your payment, contact your branch or Customer Care, or send a Secure Message through the Online Services Message Center for assistance.

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

This depends on whether a payment is made by check or if it is an electronic payment. Electronic payments will process on the "Send on" day and funds will be debited from your account at that time. The payment may take up to 2 -3 business days for your payee to apply the payment to your account. If a payee does not accept electronic payments, a check will be 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.

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 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 processed the same day, up until approximately 3 p.m.  At that time, the earliest "Send on" date is the following business day.

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 data, or similar reason.

What other alerts are available for Bill Pay?

Please refer to the bill pay alerts page to view a list of all alerts, including automatic alerts and alerts you may configure.

  • Print Page
  • Feedback

Contact us!

Toll-Free: 1-877-968-7962
General Inquiries:
info@woodforest.com
Or visit our Contact Us page

Banking your way... EVERY DAY AND NIGHT!®

FDIC NEWS: Learn More
Woodforest National Bank

Messages go here

Close This Window

Customize Your Information

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

Go

Please enter a valid zip code