Frequently Asked Questions - Trustmark · Frequently Asked Questions Business Online Banking brought to you by myTrustmark ... you may add, remove or edit your secure access code

Frequently Asked Questions

3.31.17

Frequently Asked Questions Business Online Banking brought to you by myTrustmark

Contents Overview ....................................................................................................................................................... 1

Contacting Support ...................................................................................................................................... 1

Customer Conversion ................................................................................................................................... 1

When are Trustmark customers being converted from TrustNetWeb to myTrustmark Business? ...... 1

Will my company’s data and settings from TrustNetWeb be migrated to myTrustmark Business? ..... 1

What is not being migrated from TrustNetWeb to myTrustmark Business? ......................................... 2

System Requirements .................................................................................................................................. 2

Web Browser Requirements .................................................................................................................... 2

Mobile Device Requirements................................................................................................................... 3

Accessing myTrustmark Business ................................................................................................................ 3

How do I access myTrustmark Business online banking? ....................................................................... 3

What are my credentials to log in to myTrustmark Business? ............................................................... 3

Do I have separate credentials for the myTrustmark Business Mobile app? ......................................... 3

What is a secure access code (SAC)? ....................................................................................................... 3

What is a secure access code target? ...................................................................................................... 4

How can I modify my secure access code target phone numbers? ........................................................ 4

What is device registration? .................................................................................................................... 4

Can I register more than one device? ...................................................................................................... 4

How do I log in to myTrustmark Business for the first time? ................................................................. 4

Does myTrustmark Business use security questions during login? ........................................................ 5

Does myTrustmark Business use the Passmark® image during login? .................................................... 5

New features of myTrustmark Business ...................................................................................................... 6

ACH and Wire Batch Origination ............................................................................................................. 6

Recipient Upload ...................................................................................................................................... 6

Extensive Loan Information ..................................................................................................................... 6

Consistent Experience Across Devices ..................................................................................................... 6

Android Mobile App ................................................................................................................................. 6

Running Balances ..................................................................................................................................... 6

Transfer Funds to Your Trustmark Checking and Savings Accounts until 9:00 p.m. .............................. 6

Images of all of Your Deposited Items ..................................................................................................... 6

Search Your Transactions More Easily ..................................................................................................... 7


New, Expedited Bill Payment Options ..................................................................................................... 7

New Alert Delivery Options ..................................................................................................................... 7

Deposit Express Mobile ............................................................................................................................ 7

ManageMyMoney .................................................................................................................................... 7

Popmoney® ............................................................................................................................................... 7

General Information ..................................................................................................................................... 8

What numbers will I receive myTrustmark Business SMS text messages from? ................................... 8

Troubleshooting ........................................................................................................................................... 8

I am receiving an unsupported browser message when I access myTrustmark Business. .................... 8

The myTrustmark Business Mobile app fails to install on my device. .................................................... 8

The phone numbers shown for my secure access code targets are inaccurate..................................... 8

I previously registered my browser/device but I am still required to receive a secure access code

during log in. ............................................................................................................................................. 8

I am unable to receive a SMS text message from myTrustmark Business. ............................................ 9

I am living or traveling outside the U.S. and am unable to receive secure access codes via SMS text

or phone call. ............................................................................................................................................ 9

I have information that was not migrated from TrustNetWeb. ............................................................. 9

Quicken and QuickBooks Users ................................................................................................................... 9

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Overview

On January 19, 2017, Trustmark began the transition of business online banking from TrustNetWeb

to myTrustmark Business. This product roll out will take place in several phases. In April, we will

migrate basic Business setups that login, view and transfer funds internally, and in May, we will

migrate Cash Management setups. We have prepared this guide to answer some of the most

common questions that may be asked during the transition.

Contacting Support

Should you have any questions or need support during this process, please call our Customer

Contact Center at 1-800-243-2524. To better support our customers as they transition to

myTrustmark Business online banking, our customer service hours have been temporarily extended

to 7:00 a.m. to 5:30 p.m. CST, Monday through Friday. These extended hours will be in effect

beginning April 18, 2017, and again for the second wave May 22, 2017.

Once you have logged in to myTrustmark Business, you may also send a secure message/question

to our Online Banking Support team. Messages may be sent by clicking on the Messages

Navigation Menu, then clicking on New Conversation, and finally selecting the appropriate

Recipient from the drop down menu option. Secure messages are typically responded to within 24

hours; however, response times may vary somewhat during our transition.

Customer Conversion

When are Trustmark customers being converted from TrustNetWeb to myTrustmark

Business?

Since we are migrating in waves, customers will be notified via email and mail 3-4 weeks prior to

the migration to myTrustmark Business.

Will my company’s data and settings from TrustNetWeb be migrated to myTrustmark

Business?

We have made every attempt to migrate all needed data. Please be aware that some data may

not have migrated, so we encourage you to log in to myTrustmark Business and carefully review

your information as soon as possible after your conversion date.

The following items should be converted from TrustNetWeb to myTrustmark Business:

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Login credentials per user (Company ID and Login ID)

Accounts and any nicknames you may have assigned to your accounts

Any future-dated or recurring transfers created prior to close of business on May 5, 2017, for the first wave and May 5, 2017, for the second wave.

If you are enrolled in bill pay, all bill pay data should be converted, including payees,

scheduled payments and payment history.

Statement enrollment preferences for Trustmark deposit and credit card accounts

Templates and Recipients for ACH and Wire Origination Customers

What is not being migrated from TrustNetWeb to myTrustmark Business?

The following items will not be converted from TrustNetWeb to myTrustmark Business:

Any future-dated or recurring transfers created after May 5, 2017, for the first wave and May 5, 2017, for the second wave.

Any alerts created within TrustNetWeb.

Any categorization you may have assigned to your account transaction history within

TrustNetWeb.

ACH origination history

Stop Payment history

System Requirements

Web Browser Requirements

myTrustmark Business is only accessible from supported web browsers. If you need assistance

determining which web browser you are using, you may visit https://whatbrowser.org. This site

will automatically detect and display your browser type and version. This site is administered by

Google and is not affiliated with Trustmark Bank.

Supported Browsers and Versions

Internet Explorer version 11 or above (compatibility view must be disabled for the myTrustmark

Business site)

Google Chrome version 37 or above

Apple Safari version 9 or above

Mozilla Firefox version 33 or above

https://whatbrowser.org/

3


Mobile Device Requirements

The myTrustmark Business Mobile app and mobile web site are only accessible from supported

Apple and Android mobile devices.

Supported Mobile Devices

Apple iOS version 9 or above

Android version 4.0.3 or above

Accessing myTrustmark Business

How do I access myTrustmark Business online banking?

You may access your myTrustmark Business Setup in any of the following ways:

By visiting www.mytrustmark.com

From our myTrustmark Business Mobile app for Apple iOS and Android smartphones and

tablets

What are my credentials to log in to myTrustmark Business?

Your TrustNetWeb Company ID and Login ID combined will be your new myTrustmark Business

Login. Use your current password for the initial login password.

You will set your password for myTrustmark Business as part of the first time log in process.

Do I have separate credentials for the myTrustmark Business Mobile app?

Unlike the previous Trustmark mobile banking app, your credentials for the myTrustmark Business

Mobile banking app are the same credentials you would use to log in from your browser. You will

need to download the new app from the iTunes or Google Play store.

What is a secure access code (SAC)?

Secure access codes are one of the new, enhanced security features within myTrustmark

Business. A secure access code is a random numerical code that is delivered to a customer via a

SMS text message or an automated phone call. Customers are required to receive and verify a

secure access code during the first time log in process to myTrustmark Business and also when

logging in to myTrustmark Business from any new device or browser.

Each secure access code expires and becomes invalid after it is entered during log in or 30

minutes after it is delivered to the customer’s device, whichever occurs first. SMS text message

and automated phone delivery of secure access codes is only supported for customers located in

the US with domestic phone numbers. Trustmark customers living or traveling abroad should

http://www.mytrustmark.com/

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contact Customer Support at 1-800-243-2524 so that their myTrustmark Business account can be

configured to allow for an alternate delivery method for secure access codes.

What is a secure access code target?

When a customer is presented with the Secure Access Code target screen during log in, each

phone number presented is designated with a delivery method. Phone numbers with a SMS

designation may be selected to receive a secure access code via text message. Phone numbers

with a phone designation may receive secure access codes via automated phone call. The

combination of these phone numbers and designations are simply referred to on the screen as

targets.

How can I modify my secure access code target phone numbers?

After you have successfully logged in to myTrustmark Business, you may edit your secure access

code phone numbers by navigating to Settings, then Security Preferences, then Secure Delivery.

From this screen, you may add, remove or edit your secure access code phone numbers. Your

changes will be effective immediately and available during your next login.

What is device registration?

After receiving and verifying a secure access code, you will be asked if you would like to register

the browser or device that you are using. The registration process places a secure cookie on the

browser or device that will be recognized by myTrustmark Business during future logins. When

this secure cookie is detected, the myTrustmark Business system will not require a secure access

code. This feature helps to make your online banking experience both convenient and secure. In

order for device registration to work properly, your browser must be configured to accept cookies

from the myTrustmark Business site. Also, if your browser is configured to delete all cookies on

exit, your device registration will be cleared, and you will have to receive a secure access code

during your next login.

You should only register a device that your Business owns. Never register a public device.

Can I register more than one device?

You may register multiple browsers and devices for your convenience.

How do I log in to myTrustmark Business for the first time?

Trustmark has developed a brief instructional video to help guide customers through the first

time log in process. Customers are encouraged to view this video before logging in the first time.

(Click here to view video.)

The first time log in process for myTrustmark Business is unique from subsequent log in attempts.

To log in to the system for the first time:

1. Go to www.mytrustmark.com .

https://www.trustmark.com/mytrustmarkbusinessloginvideo

http://www.mytrustmark.com/

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2. Enter your current company ID and login ID combined in the login field. Enter your

current password in the password field and click on Submit.

3. In order to proceed with your first time log in, you must receive and verify a 6-digit secure

access code. Secure access codes may be delivered via SMS text messages or automated

phone calls. You will be presented with a screen that will list all phone numbers (targets)

and methods by which you may receive a secure access code. If you are unable to receive

a secure access code at any of these numbers, you must contact Customer Support at 1-

800-243-2524 to have your secure access code targets modified. Click on the phone

number and method by which you wish to receive your secure access code.

4. Depending on your selection in step 3 above, you will receive either a text message or

automated call with your secure access code. Enter the secure access code in the box and

click Submit.

5. If you entered a valid secure access code in step 4, you will set your myTrustmark

Business password on the next screen. The password criteria are listed on the page and

as you type your password, unmet criteria will be highlighted in red and will remain that

way until your password satisfies that criteria.

6. Once you have entered a valid password, you will be asked if you wish to register your

browser or mobile device with myTrustmark Business. If you choose to register your

browser or device, then a secure cookie will be placed on your system that will help

identify you to myTrustmark Business during future logins and allow you to bypass secure

access code prompts during future log in attempts from that browser or mobile device.

You should only register a device that your Business owns. Never register a public device.

7. From there, you will be prompted to review and update your myTrustmark Business user

profile and presented with the myTrustmark Business Acceptance of Agreement. You

must agree to the myTrustmark Business Acceptance of Agreement before proceeding

with the log in process.

Does myTrustmark Business use security questions during login?

Unlike TrustNetWeb, myTrustmark Business does not use security questions for device

registration and identification during login. These have been replaced by secure access codes

delivered by SMS text message or automated phone call.

Does myTrustmark Business use the Passmark® image during login?

myTrustmark Business does not use Passmark® images during log in.

6


New features of myTrustmark Business

ACH and Wire Batch Origination

myTrustmark Business Corporate Advantage provides the ability to send multiple ACH and Wire

transactions at one time in a batch.

Recipient Upload

The Recipient Upload feature provides the ability to import recipients’ account information for

easier template creation.

Extensive Loan Information

myTrustmark Business provides additional, extensive loan information by loan type.

Consistent Experience Across Devices

myTrustmark Business was designed with convenience in mind. With the introduction of

myTrustmark Business, our customers will be able to enjoy an online banking experience that is

consistent and intuitive, regardless of how you access the service.

Android Mobile App

The myTrustmark Business Mobile app is now available in the Google Play store.

Running Balances

The transaction history for your Trustmark checking and savings accounts is now accompanied by

a running balance which is the resulting available balance after each transaction is posted to your

account. The running balance field is only displayed for checking and savings accounts and does

not appear for pending transactions.

Transfer Funds to Your Trustmark Checking and Savings Accounts until 9:00 p.m.

Now you have even more time to move money between your Trustmark accounts. For transfers

to checking and savings accounts, funds may be transferred until 9:00 p.m. CST, seven days a

week. For transfers to loans and credit cards, funds may be transferred until 5:00 p.m. CST, seven

days a week.

Images of all of Your Deposited Items Now when you deposit multiple checks at one of our branches or Deposit Express ATMs,

myTrustmark Business will display images of each individual check within your deposit, in addition

to your deposit ticket.

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Search Your Transactions More Easily

Finding a transaction in your account history has never been easier. From the Account Details

page, simply enter your search term in the Search Description box to find past transactions that

match your search criteria.

New, Expedited Bill Payment Options

For bill pay users, myTrustmark Business offers two new options for expedited payments in

addition to the standard payment delivery method. The new overnight check option will deliver a

payment to your biller via a paper check guaranteed for overnight delivery. The same day

payment option will provide same day electronic payment capabilities to participating billers.

Availability of these options may be dependent on multiple factors such as the biller, payment

due date, time of day payment is entered, etc. Additional fees apply for expedited payment

options.

New Alert Delivery Options

With myTrustmark Business, alerts can be delivered in three convenient ways: email, SMS text

message or automated phone call. You can even specify a time of day when you would like to

receive your alerts.

Deposit Express Mobile

Deposit Express Mobile will allow our customers to deposit checks from the myTrustmark

Business Mobile app using the camera on their smartphone or tablet.

ManageMyMoney

ManageMyMoney will provide you with a consolidated view of your entire financial portfolio,

including relationships at other banking and brokerage institutions. ManageMyMoney will allow

you to view balances and transactions for accounts at all of your participating banking and

brokerage institutions, categorize transactions, create budgets, run reports, receive enhanced

alerts, and more. (For personal accounts only within myTrustmark Business.)

Popmoney® Popmoney can send payments to anyone using just an email address or mobile phone number.

(For personal accounts only within myTrustmark Business.) Popmoney is a registered trademark of Fiserv, Inc., or its affiliates. Terms and conditions apply.

Transfer Now

Transferring funds between your Trustmark accounts or accounts you hold with other financial

institutions is fast, easy and convenient. Schedule transfers to build your savings or balance

budget needs.

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General Information

What numbers will I receive myTrustmark Business SMS text messages from?

myTrustmark Business secure access codes or alert messages will be delivered from 86434.

When sending and receiving messages from the myTrustmark Business SMS text banking service,

messages will be delivered from 226563.

Troubleshooting

I am receiving an unsupported browser message when I access myTrustmark Business.

An unsupported browser will typically be caused by one of two common issues:

Your web browser or mobile device is not on a supported software version. See the

system requirements section of this guide for more information on supported versions.

If you are using a Microsoft Internet Explorer web browser that is version 11 or above,

you may have compatibility page view enabled. The compatibility page view feature

causes Internet Explorer to emulate older versions of the browser. This setting must be

disabled for the myTrustmark Business URL in order to access the system.

The myTrustmark Business Mobile app fails to install on my device.

If the myTrustmark Business Mobile app fails to install on your Apple iOS or Android smartphone

or tablet, check to ensure that your mobile operating system is a supported version. See the

system requirements section of this guide for more information on supported versions.

The phone numbers shown for my secure access code targets are inaccurate.

During your first time log in to myTrustmark Business, the phone numbers presented for your

secure access code targets are based on the phone numbers that you had entered in to the

Preferences section of TrustNetWeb. If you find that these numbers are outdated or inaccurate,

please contact our Corporate Treasury Services Support at 1-855-731-0243.

I previously registered my browser/device but I am still required to receive a secure

access code during log in.

If you have registered your browser or device during a previous log in and are still being asked for

a secure access code during login, there are two likely causes:

Your browser or device is configured to automatically clear your cookies on exit.

Your browser or device is configured to block cookies.

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Most often these settings are controlled within the browser itself; however, some anti-virus and

security software will perform these actions as well.

I am unable to receive a SMS text message from myTrustmark Business.

If you are unable to receive SMS text messages from myTrustmark Business first try texting the

word START (in all caps) to 86434. You should receive an activation text message on your phone.

If you do not receive or are still unable to receive a SMS text message from myTrustmark

Business, your provider may be blocking premium content and short codes to your phone.

Contact your mobile provider for more details.

I am living or traveling outside the U.S. and am unable to receive secure access codes

via SMS text or phone call.

Customers living or traveling outside the U.S. should contact our Customer Contact Center at 1-

800-243-2524 to have their myTrustmark Business account configured for international use.

I have information that was not migrated from TrustNetWeb.

After logging in to myTrustmark Business, it is highly recommended that you check to ensure that

any recurring or future-dated transfers, Accounts, ACH/Wire templates or ACH/Wire recipients

defined in TrustNetWeb were converted. Should you find any transfers are missing, you will need

to recreate them in myTrustmark Business.

Quicken and QuickBooks Users

Conversion instructions for users of Quicken and QuickBooks are available on Trustmark.com.

Trustmark Bank has provided these instructions to assist our customers during the transition to

myTrustmark Business. Please be aware that Trustmark customer support staff are not trained as

Intuit product specialists and may not be able to provide resolution for complex issues within

Quicken and QuickBooks. If Trustmark is unable to resolve your issue, you may be asked to contact

Intuit Customer Care directly.

Documents

Frequently Asked Questions - Trustmark · Frequently Asked Questions Business Online Banking brought to you by myTrustmark ... you may add, remove or edit your secure access code