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E-Statement Frequently Asked Questions

Do I need any special software to use the e-statement service?

If you have Adobe Acrobat Reader on your computer, you're all set. If you do not have Adobe Acrobat Reader, you can click here for your free download.

Does it matter what browser I use to access the web site? 

Microsoft Internet Explorer version 5.5 or higher is the preferred browser for accessing this application. Some members have used Firefox successfully.

Can I use the e-statement program through Web TV? 

The Web TV service does not enable access to e-statements.

How will I know when my registration has been completed? 

Once you've completed the registration process you will receive an email confirming your successful registration.

How will I know when I can view my statement? 

You will receive an email notification whenever a new statement is available for viewing.

Can I print my statement out? 

You can print your statements, and you can also save them to a hard drive, USB drive, CD, or other media.

How long will my statement be available for viewing? 

E-statements will generally remain available for viewing for 13 months after they have been posted.

What do I do if my email address changes? 

You can provide your new email address for e-statement notification by logging onto Heritage Web Branch home banking and following the e-statements link. You will then be able to choose "Change Registration Information" and "Change Your Email Address". Confirm the new address you typed in and click "Submit."

How can I opt out of e-statements and resume receiving paper statements?

You can change your preference back to paper statements at any time. Log onto Heritage Web Branch home banking and follow the e-statements link. You will then be able to choose "Change Registration Information" and "Discontinue or Resume Accounts." Select the account(s) you wish to discontinue and click "Submit." Note: For "Fresh Start" checking programs, a cancellation of e-statements may increase your monthly service fees.

I got an error message while trying to view an e-statement. It says "There was an error processing a page. A font contains a bad CMap/Encoding". What does this mean? 

You are using an old version of Adobe Acrobat Reader, and need to upgrade to version 4 or higher. Adobe recommends that you first uninstall any older version of Acrobat Reader prior to installing the updated version. Once this has been done you should be able to view your e-statements with no problems. Click here to get the latest version

What do I do if I'm having trouble viewing my statement? 

Recent changes to your operating system software such as upgrades, downloads, and/or system enhancements can affect your PC's ability to connect with secure sites, including our e-statement site. 

We recommend trying the following steps:

  • Verify that you are current on all Windows Updates. From the Start menu, click on Windows Update, and download recommended updates and patches, then shut down and restart the computer.
  • Un-install and re-install Adobe Acrobat Reader.
  • Ensure that you are using the most up to date version of your browser.
  • For Internet Explorer (recommended):
  • Some members have used Firefox successfully. Some browsers may not be supported for this application. 
  • Some pop-up blocker and firewall programs may prevent access to e-statements. If you utilize these types of applications, you may need to disable certain features of the programs in order to access your e-statements.

If you have not found your answer here, please contact your local branch.

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