Online Banking Help Guidelines

Online Banking is the first full-fledged new generation Internet Banking service from FRANSABANK. It allows you to conduct all your banking transactions online and to consult and effectively manage your accounts.

With Online Banking, you are able to control your finances from the comfort of your own home or office. It's secure, easy, simple and available 24 hours a day, 7 days a week.

Online Banking Help Guidelines illustrate and explain the numerous available services and clarifies the necessary steps to benefit from each service.

For further information or clarifications, please contact Fransabank Call Center at +961 1 734000 or 1552.

New services will be developed and introduced in due course to ensure that Online Banking is indeed the most advanced internet banking solution available.

Welcome to Online Banking!

Once you have signed in with your Username, Login Password and Customer ID, your Online Banking session starts with the Welcome Page, where you can easily view, for security reasons, your last successful and unsuccessful login date and time. On this page, you will also view any new email message that Fransabank has sent you.

Keeping your personal and banking information private and secure is of the greatest importance to us. You can use the on-screen keyboard for added security whenever your password is required. If you have forgotten your password, and/or you have been locked out of Online Banking, please call Fransabank Call Center at +961 1 734 000 or 1552.

Please note that Online Banking is best viewed at 1024x768 resolution or higher. To change your screen’s resolution, follow the steps which correspond to the version of the operating system that you use.

How to Use This Document:

Press <Ctrl>F on your keyboard and search for the subject heading you need help in and the browser will take you to that section.

The different sections of Online Banking Help Guidelines consist Of:

» My Profile

» Account Inquiries

» Transfers & Sweeps

» SMS Banking

» Capital Markets

» Requests

My Profile

Under My Profile, you can access the following sub-menus:

"Edit Profile" allows you to update, at any time, your personal information stored within Online Banking. For example, you can change your address and contact details.

"Security" offers various features to help you insure that your personal information and data are kept private and secure. We recommend changing your password regularly (at least once a month).

"Change Login Password"

To change your Login Password:

1. Enter your current Login Password
2. Press the <Tab> key and enter the new preferred login password. Please note that the new password should be:
1. Alphanumeric
2. Between 6 and 16 characters
3. Case sensitive

It should not include any of your First name, Last name, Username, Customer ID or date of birth and cannot be the same as the previous Login Password.

3. Press the <Tab> key and enter the new password again for confirmation, then click on

You will receive the following confirmation message:

The on-screen keyboard (shown below) could be used for added security whenever your password is required.

If you have forgotten your password, and you have been locked out of Online Banking, please call Fransabank Call Center at 961 1 734 000 or 1552.

"Change Secret Answers"

Secret Answers are used by the Call Center Agents as a way to confirm your identity in case you forgot your Online Banking login or Online Banking transfer password.

To change your Preferred Name:

1. Enter your current preferred name
2. Press the <Tab> key and enter the new preferred name
3. Press the <Tab> key and enter the new preferred name again for confirmation.

To change your Preferred City:

1. Enter your current preferred city
2. Press the <Tab> key and enter the new preferred city
3. Press the <Tab> key and enter the new preferred city again for confirmation
4. Click on

You will receive the following confirmation message:

"Change Call Center Secret Question / Answer"

The Call Center Secret Question / Answer is used by the Call Center Agents as a way to confirm your identity in case you forgot your TPIN (Telephone Personal Identification Number) which is used for the banking services through the telephone.

To change your secret Question:

4. Enter your current secret question
5. Press the <Tab> key and enter the new secret question
6. Press the <Tab> key and enter the new secret question again for confirmation.

To change your secret Answer:

5. Enter your current secret answer
6. Press the <Tab> key and enter the new secret answer
7. Press the <Tab> key and enter the new secret answer again for confirmation
8. Click on .

You will receive the following confirmation message:

"Change Session Time Out"

The time-out session is an interval of time, measured in minutes, after which the system logs you out automatically if no movement has taken place on the Online Banking website. This will protect you from unauthorized access.

To change the time of the time-out session, simply choose from the drop-down menu : 5, 10, 15 or 20 (minutes). Then click on .

You will receive the following confirmation message:

"View Previous Logins"

You can view in this page the date and time of your previous successful and/or unsuccessful logins.

"E-Services Subscriptions"

To facilitate your navigation through Online Banking, you can select the items that you would like to have access to, by checking the relevant box in the table. For example: Account Inquiries, Transfers, Requests, etc… Therefore the decision is yours whether you would like these items to appear on your personalized Online Banking website menu once you've logged in. Please note that upon first time login, all free services are automatically checked and appear on the menu.

To change your E-Services subscriptions:

1. From the list of services offered, tick the check-boxes that correspond to the desired service. Therefore, this service will appear in the main menu of Online Banking.
2. Click on .

You will receive the following confirmation message:

"Personalized Account Description"

This screen enables you to personalize each account or product displayed by giving it a unique name that will then be shown not only on your online statement but also wherever the account name is displayed. You can rename your accounts to make them more meaningful to you or easier to identify. For example: You can rename your USD Current Account as "Shopping account", or your car loan account as "Mercedes Loan", etc...

To personalize your account description:

1. Fill in the "Personalized Description" field with your personalized name

2. Choose to hide this account or not

3. Click on .

You will receive the following confirmation message:

Additionally, based on your preferences, you can sort and organize your accounts in the account list as well as in the transfers’ accounts list. Therefore you can re-arrange your accounts in a way to display your most important accounts first. In order to choose the rank of your accounts, simply drag and drop the account between the lines. You also have the option to hide a specific account by ticking the appropriate box in the list, in order for it not to appear in the account summary list nor in the transfer account list (Debit and Credit).

"Change Language"

You can view and utilize Online Banking with the language of your choice. Choose English, French or Arabic and then click on .

"My Mailbox"

Online Banking Mailbox allows you to send and receive secure messages to/from your Branch or Fransabank Call Center.

This page is divided into 3 sections:

A. "Compose"

To send a new message:

1. Click on "Compose"

2. Choose from the drop-down menu the addressee of your message: Branch or Call Center.

3. Type in the subject and then write your message in the text box (max. 1000 characters)

4. Click on .

You will receive the following confirmation message:

B. "Inbox"

Once you're in this page, all your read / unread / new messages will appear in your Inbox, sorted by Date. Unread messages will appear in bold.

C. "Sent"

To view the messages that you have already sent, click on "Sent" and the Sent folder will open.

Account Inquiries

Under the Account Inquiries Tab, you can access the following sub-menu:

"Accounts' Summary"

The Accounts’ Summary provides you with a global view of all your Fransabank accounts and products, whether Bank accounts, Loans accounts, Credit Cards accounts, etc…

The Accounts' Summary offers you the convenience of seeing your entire financial picture at a glance. You can click on the hyperlink (underlined link) in any account record (Balance or Account Description) to access the corresponding statement of account, thus having a detailed look at the particular account and sorting your transactions according to certain criteria.

For each account you will be able to view the real time balance sorted into:

· Book Balance: is the actual balance in your account on a specific day, and does not reflect any holds or pending transactions.

• Available Balance: is the current balance, less any holds, or pending transactions, example: checks deposited that are in the process of being collected.

Also on this page, you can view the International Bank Account Number – “IBAN” to be used in the processing of Local and International transfers.

When you click on the hyperlink (as shown below), you can sort the result of the account balance in ascending format.

You can choose to convert the displayed amounts in another currency, which you can select from the drop-down menu. For further clarification of certain titles, you can place the mouse curser over the title to display the meaning.

You have the option to print the list of accounts and to export the statement of each account to Word and pdf in addition to Excel for your personal use.

Transfers & Sweeps

"Transfers" have never been easier. Online Banking makes it more convenient and efficient for you to execute your funds transfer. A click on the "Transfers" tab allows you to:

"Change Transfer Password"

To change your Transfer Password:

1. Enter your current transfer password
2. Press the <Tab> key and enter the new preferred transfer password. Please note that the new password should be:

1. Alphanumeric
2. Between 6 and 16 characters
3. Case sensitive

It should not include any of your First name, Last name, Username, Customer ID or date of birth and cannot be the same as the previous Transfer Password.

3. Press the <Tab> key and enter the new preferred transfer password again for confirmation, then click .

The on-screen keyboard (shown below) could be used for added security whenever your password is required.

You will receive the following confirmation message:

"Manage Beneficiaries"

In this page, you can access a table where you will have the option to add, view, edit, and delete beneficiaries.

To add a Beneficiary, click on . When you choose to add a beneficiary, you will have a choice between a beneficiary that is a Fransabank client or another Bank's client.

Please note that to transfer funds to a person, first you are required to add this person as a Beneficiary.

1. Fransabank Beneficiary

To add a Beneficiary that is a Fransabank client, you must fill out, in the corresponding form, the details of this Beneficiary and click .

After you have filled out the Beneficiary details, his status will appear as “Awaiting Approval" in the Beneficiary's table. The system sends the request to Fransabank after which the Beneficiary will be contacted in order to get his/her approval for receiving transfers from you.

Once the approval is acquired, the Status of the Beneficiary will be changed to "Active" in your Beneficiaries’ table.

If the Beneficiary didn’t approve, a message will be sent to your Online Banking Inbox informing you of this and stating the reason why the beneficiary was rejected. In this case, the status of this Beneficiary will appear as "Rejected".

You can also add a Credit Card number of a Beneficiary (as seen below), noting that the same procedures apply:

2. Another Bank's Beneficiary

To add a Beneficiary that is another Bank's client, you must fill out in the corresponding form the details of this client, including the IBAN, and click

.

The Beneficiary that you added appears automatically with a status "Active" in the Beneficiary table.

When you use the "Edit" button, you can add the IBAN of an existing beneficiary. You can also modify certain details for this Beneficiary as well as the status from "Active" to "Inactive". All "Inactive" Beneficiaries will not appear in the list of Beneficiaries in the "transfer form" accounts, but will remain in the Beneficiary Table.

When you use the "Delete" button, the Beneficiary will be marked as deleted and will not appear in the table.

"Make a New Transfer"

The on-screen keyboard (shown below) could be used for added security whenever a password is required.

You can transfer funds between:

A) Your Fransabank accounts as well as to your Credit Card accounts or to other client’s Credit Card accounts

B) Your Fransabank accounts and other client’s account at Fransabank or another Lebanese or foreign Bank.

A) Transferring between your own accounts:

To transfer funds, access the "Make a New transfer" screen and simply:

1) Select from the drop down menu the account to debit the funds

2) Select from the drop down menu the account to credit the funds

3) Type in the amount to be transferred

4) Enter your Transfer Password

5) Click on

Online Banking will take care of the rest! The transfer is executed immediately and automatically. If executed after operating hours, it is affected the next business day.

Please note that you may only transfer funds between the accounts that are listed in the drop-down menus. Moreover, sufficient funds must be available in your account in order to go through with the transfer.

Funds can also be transferred between your different currency accounts.

Transferring funds to Credit Cards:

You can transfer funds to your Credit Card or someone else’s Credit Card. Simply choose from the drop down menu the Credit Card from the “Account to Credit”. This transaction is affected onto your Credit Card (or another client's Credit Card) the following business day. If executed after operating hours, it is affected in 2 days.

B) Transferring to another client’s account: to other Fransabank clients' accounts or to accounts outside Fransabank access the "Make a new transfer" screen and simply:

1) Select from the drop down menu the account to debit the funds

2) Select from the drop down menu the account to credit the funds

3) Type in the amount to be transferred

4) Enter your Transfer Password

5) Click on

Transfers made to other Fransabank clients will be executed automatically and in the same day. Transfers made to other Fransabank clients after operating hours will be executed the same day but will be displayed in the Account Inquiries the following business day.

Transfers made to another Bank’s clients remain as "Awaiting Approval" until the transfer is executed by the Bank. Charges apply to transfers made to another Bank’s client. You can choose from the drop-down menu to charge either: My Account, Beneficiary, or Shared.

Fund Transfer Daily Limits:

Due to banking requirements as well as the Anti-Money Laundering regulations enforced by the Central Bank of Lebanon limits for fund transfers have been initially applied:

• The transfer limit between your accounts having the same currency is set at USD 9,000 or counter value equivalent per day.

• The transfer limit between your accounts with foreign exchange is set at USD 5,000 or counter value equivalent per day.

* * * *

• The transfer limit between your accounts and other customer accounts having the same currency is set at USD 9,000 or counter value equivalent per day.

• The transfer limit between your accounts and other customer accounts with foreign exchange is set at USD 5,000 or counter value equivalent per day.

* * * *

Please note that these daily limits might be modified by the Bank to accommodate your needs, while respecting the regulations and laws in force.

"List Online Transfers"

This option enables you to view all executed transfers according to the search criteria you select:

• By date of transfer;
• By transfer amount; choose the amounts’ brackets, the currency and specify if “Converted” or not;
• By status, i.e. if the transfer is awaiting approval, in progress, executed or rejected.

After selecting the preferred criteria click on .

Your search result will be displayed in a table, stating the account from which the transfer has been made, the account where the amount was transferred to, the date, the amount, the currency as well as the status of this transfer.

The following message will be displayed in case no transfers correspond to the search criteria.

"Sweeps"

Sweeps allow you to effectively manage your accounts and finances. A Sweep is a predetermined permanent instruction that allows you to automatically transfer funds only between your own accounts, (between different currencies is possible).

The following conditions apply:

• If one of the accounts rises above a predefined amount, then the excess is transferred to another account,

• If one of the accounts drops below a certain amount, then the deficit is transferred from another predefined account,

• A combination of both above scenarios.

For example, if the balance of the account you choose exceeds the limit that you have set, Online Banking transfers automatically or "sweeps" the excess funds into the other account that you have chosen. In the same way, when the balance of an account falls below the target you predetermined, Online Banking sweeps funds from an account you have set into the designated account to ensure that your balance is maintained.

“Sweeps” is an advanced tool to help prevent any surprises or losses that might happen.

A click on the "Sweeps" tab allows you to:

"Add Sweeps"

You can access this page to add a Sweep order. You can add Sweeps between all accounts that permit this operation. The currency used in the sweep will be the currency of the first account.

If the condition chosen is "Rises Above" the Transfer field will automatically display "Transfer Excess" as shown below.

If the condition chosen is "Drops Below" the Transfer field will automatically display "Transfer Deficit" as shown below.

To add a Sweep, simply fill out the “Add Sweep” table, specify the parameters and click on . When you submit this request, the order will appear in the table entitled “Current Sweeps”.

Sweeps are executed once a day at the beginning of each business day.

When you create a Sweep it remains active until you delete it.

Submitted Sweeps which contradict each other (result in a loop) cannot be executed. Online Banking will display a message informing you of this status. Therefore you can verify the conditions you have submitted or contact Fransabank Call Center 961 1 734000 or 1552 for any help.

"Track Sweeps"

You can access this page to view all your standing Sweep orders as well as their details. You can also delete a Sweep condition. To do so, click on in the Track Sweeps Table and the order will be deleted instantly.

SMS Banking

The SMS Banking Service allows you to organize your Notifications through: SMS Notifications and Special Notifications.

"SMS Notifications"

You can access this page to setup your SMS Banking and Email notification services.

First, to receive SMS notifications on your mobile phone, simply specify in the relevant table the mobile phone number as well as the email address as shown below.

Once you have filled these fields, you will receive an activation code on the mobile number you have entered. This code is composed of alphanumeric and case sensitive 6 digits.

Be sure to enter the code in the allocated field exactly as shown in the SMS and click on .

The next step is to select the events that you would like to be notified about and specify whether you would like an Email and/or an SMS notification.

For events that are relevant to your Credit / Debit Card, click on to select the appropriate Card and specify whether you would like an Email and/ or an SMS notification. Click on .

You will receive the following confirmation message: .

It is also possible to change the mobile phone number or the email address you already specified. Simply access the table and repeat the above-mentioned steps.

"Special Notification"

Under this tab, you can have access to two sub-sections: Currency notification and Stocks notification.

In both cases, notifications are sent once per day, the first time each of the conditions you have set are satisfied.

"Stock Notification"

In order to receive Stock notification, choose the stock from the list in the drop-down menu, the means of notification: SMS or Email, indicate the limit which will trigger the notification: drops below, rises above or equals to. You also have the option to choose to receive the closing price of the Stock.

Therefore, the maximum you can receive is 3 messages: one for each time the stock price crosses one of the limits and the closing price.

After setting your notification request, you can view in a table your scheduled notifications. From this table you can temporarily disable the notification by de-selecting the Stock or you can permanently delete the notification.

"Currency Notification"

You can receive Currency notifications from preset combinations of currencies.

You have to set at least one of either the upper or lower limits of the bid or the ask price for the selected currencies. A minimum of one of the two indicators must be filled. You can then tick the box for SMS and/or Email Notification.

After setting your notification request, you can view in a table your scheduled notifications. From this table you can temporarily disable the notification by de-selecting the Stock or you can permanently delete the notification.

You can receive maximum 2 messages per day: one for each time the currency price crosses one of the limits (if currency crosses the lower or upper limit) and/or equals the price you’ve defined.

Capital Markets

Under this tab, you can access these following sub-menus: The Lebanese Markets Prices, Foreign Exchange, and International Indices. Please note that all quotes displayed are delayed (not real-time).

Anywhere in this section, you have the option to print the list of stocks & quotes and to export it to Word and pdf in addition to Excel for your personal use.

"Lebanese Market Prices"

On this page, you can view the BSE (Beirut Stock Exchange) prices.

The information displayed is updated regularly throughout the day until the closing time of the BSE.

"Foreign Exchange"

You can view on this page the Bid and Ask quotes of currencies in LBP and USD updated regularly throughout the day.

"International Indices"

You can view on this page, different quotes for various international indices.

Requests

One click of the Requests tab saves you time by submitting all your banking requests electronically!

Under the "Requests" tab, you can access the following sub-menus:

"Apply for Loans"

Get to know our Loans and calculate your monthly installments; whether it's a Housing, Car or Personal Loan, simply apply for it through Online Banking.

"Apply for Credit and Debit Card"

Applying for a Credit or Debit Card has never been easier. Simply choose the type of Cards from the long list of Cards that Fransabank is renowned for and click on .

After submitting your request, you will receive a confirmation message informing you when your Card is ready. This message may vary according to the type of Card you applied for.

"Pre-renew Credit Card"

In case you need to renew in advance your credit card, simply access this page and:

1) Choose from the drop-down menu the credit card that you would like to pre-renew.

2) Type in the reason of this pre-renewal.

3) Click on .

You will receive the following confirmation message:

Your request will be submitted. If accepted, it will be processed within a time requirement that depends on the type of card. Usually it takes approximately 4 days. Whether your request has been accepted or not, you will receive in your Inbox a message informing you of the status.

"Increase Credit Card Limit"

By accessing this page, you can increase your credit card limit temporarily or permanently. Simply:

1) Choose from the drop-down menu the credit card that you want to increase the limit.

2) Type in your new limit.

3) Select the duration of the limit increase, whether permanent or temporary; if temporary then you must define the “From” and “To” dates.

4) Type in the reason for the requested increase.

5) Click on .

You will receive the following confirmation message:

Your request will be submitted. If accepted, it will be processed within a time requirement that depends on the type of card. Whether your request has been accepted or not, you will receive in your Inbox a message informing you of the status.

"Checkbook Order"

You can order Checkbooks through Online Banking. Simply follow these steps:

1) Choose from the dropdown list the account linked to the Checkbook.

2) Specify the number of checkbooks you would like to order.

3) Click on .

You will receive the following confirmation message:

You can send one request per day and order up to 3 Checkbooks for individual account and up to 5 Checkbooks for corporate account.

You will receive in your Inbox a message informing you that your request has been received and that if approved, your order will be processed and ready for pick up at your Branch within 2 business days.

In case you are not eligible to request a Checkbook, the order will be sent but your Branch will notify you that the request was suspended.

"Track Requests"

By entering your search criteria, you can find out the status of all your Online Banking requests, whether it's the status of your charge and revolving card, debit card, prepaid card, pre-renewed credit card, increased credit card limit or checkbook order. You can simply choose the request type, and/or the request status, and/or the date of your request and you'll immediately get the Status in a table.

For further information or clarifications about the use of Online Banking, please contact Fransabank Call Center at +961 1 734000 or 1552.