Frequently Asked Questions

Alerts

Q: How do I set up a new alert?

  1. Log into Online Banking
  2. Click the hyperlinked text in the Alerts message
  3. Select an Alert Category
  4. Click Setup New Alert
  5. Select a Type and click Next
  6. Enter information and click Finish

Q: How do I change or delete an alert?

  1. Log into Online Banking
  2. Click the hyperlinked text in the Alerts message
  3. Select the Alert Category
  4. Select the Alert
  5. Click Edit to make changes or Delete

Q: Are there fees to use alerts?

Valley Bank does not charge a fee to use alerts; however message and data rates may apply.

Q: Is there a limit on the number of email addresses and/or mobile phone numbers that can be set up for each alert?

Yes. Typically only two different addresses will fit; however you can set up as many of the same alert as you want and put different addresses in each one.

Q: Can I receive text alerts on any mobile device?

Your mobile device must be capable of receiving text messages. Please check with your mobile service carrier for more details regarding text messaging.

Q: Can I reply to messages and alerts?

For security reasons, you cannot reply to alerts sent to your external email or mobile device. You can reply to messages we have sent in response to questions you’ve sent through secure email. After opening a message in your secure inbox, click the Reply button to send us a message.

Q: I set up a Debit Card text alert to notify me when a transaction posts to my account. I used my debit card at several stores but only received an alert for one. Why didn’t I receive an alert for all of my transactions?

With Debit Card alerts via text, you will only be notified of the most recent transaction that occurs within the 15 minute timeframe. If you would like to receive an alert that includes details of every transaction, you can set up a Debit Card email alert.

Banking

Q: What products/services can I apply for online?

You can apply online for Online Banking, Bill Pay, eStatements, debit cards and mortgage loans.

Q: What documentation do I need to open an account?

To open an account, you will need a valid driver's license and your social security number. If your address on your driver's license is not your current address, then you will be required to provide a copy of your social security card or a W2 and verification of your address. If you are using a non-driver photo identification card, you will also need a copy of your social security card or a W2 and verification of your address. Verification of your address can be a lease agreement that is at least 30 days old, a utility bill or other financial statement that is at least 30 days old, or mortgage documents.

Q: What are the ways that I can check my account balance?

You can check your account balance through Online Banking or call any of our locations during business hours.

Q: Are there limitations on the number of transactions I can have on a Savings account?

Federal Reserve Regulation D prohibits, during any monthly statement cycle, more than six withdrawals or transfers to another account of yours or to a third party by means of a preauthorized or automatic transfer, telephonic instruction or whether initiated by check, draft or similar other withdrawals.

Bill Pay

Q: What is Bill Pay?

Bill Pay makes it easy to pay your bills online, view your e-bills and maintain complete control over your financial activities.

Q: What browsers are approved for Bill Pay?

Windows
  • Microsoft Internet Explorer 8.0 or higher
  • Firefox 3.5 or 3.6 or higher
MAC
  • Safari 5.0

Q: How secure is Bill Pay?

Bill Pay is fully secure. It is recommended by security experts to help protect against check fraud and identity theft. We use multiple layers of online security to protect customer information.

Q: Do I have to be enrolled in Online Banking to use Bill Pay?

Yes. All customers must be enrolled for online banking before they can sign up for Bill Pay.

Q: To whom can I make payments?

You can make payments to virtually anyone, even an individual like a babysitter. Exceptions include:

  • Tax payments
  • Court ordered payments             
  • Payment to payees outside the United States
  • Payments to other institutions for the purpose of making a deposit

Q:  How fast are payments delivered?

  • Payments to electronic payees are delivered in 2 days.
  • Payments issued by check are delivered in 5 days.
  • When you schedule a payment, the payment calendar indicates the earliest available payment date.
  • Approximately 77% of payments are electronic.

Q: What kinds of bill payments are available?

  • One-time payment - the payment date you specify is the date the payment will be received by the merchant, as well as the date the funds are withdrawn from your account.
  • Recurring payment - occurs at your specified frequency as many times as you indicate.

Q: What is a recurring payment?

Recurring payments are automatic payments of the same amount. You do not have to re-enter a new payment each month. These payments can be scheduled for one of several frequencies:

  • Weekly, every 2 weeks, every 4 weeks, monthly, twice a month, every 2 months, every 3 months, every 6 months, annually

Q: How far in advance can I schedule a payment?

  • Payments can be set up as much as 365 days in advance.
  • Recurring payments can be scheduled to occur over any time period in the future, including indefinitely.

Q: Can I cancel or change a scheduled payment?

  • You can review, change, or cancel a payment at any time before it is processed. Note: Payments may be processed up to 5 days in advance of the payment due date entered by the user.
  • The system displays an error message if you attempt to modify a payment after it has been processed.
Business Online Banking

Q: What is Business Online Banking?

Business Online Banking is designed to help you easily and efficiently manage your cash flow. It can be personalized to meet your needs and offers 24-hour access to a wide range of self-service banking capabilities. With our enhanced version, you can initiate ACH with accounts at other institutions and request wire transfers.

Q: What browsers are approved for Business Online Banking?

Windows Vista, XP, and 7
  • Internet Explorer 8.0 or higher
  • Firefox 4.0 or higher
MAC OS X 10.3 or higher
  • Firefox 4.0 or higher

Note: Premier ACH for Business Online Banking only supports Internet Explorer 8.0 or higher.  

Debit Card

Q: Can I choose my own debit card pin number?

Yes. There is a $2.00 per PIN fee.

Q: Why doesn't my debit card work?

If this is a new debit card, make sure that you have correctly activated your card. You can do this by using your pin number at any ATM. 

If this is not a new debit card, verify that you have not exceeded daily limits (See the information on daily limits). 

If further review of your debit card is required, please call any of our locations for additional help.

Q: Who do I contact if my debit card is lost or stolen?

Contact any of our locations or Shazam at 800-383-8000.

Q: What are my daily limits on my debit card?

  • Dollar limit of $1,000.00 per 24-hour period on debit card purchases from a checking account.
  • Dollar limit of $305.00 per 24-hour period on ATM cash withdrawal (ATM/ Debit) from a checking or savings account.
  • Aggregate dollar limitation of $1,000.00 per 24-hour period on combined point-of-sale and ATM transactions. Keep in mind that if your purchases are over the course of a weekend, they will not process until Monday and this may affect your purchases on Monday. 

Q:  Can I have a debit card with my savings account?

Yes. As long as you have a checking account that is also tied to the debit card.

Mobile Banking

Q: Are there fees to use Mobile Banking?

Valley Bank does not charge a fee to access or use Mobile Banking however message and data rates may apply.

Q: How do I enroll for Mobile Banking?

Mobile Banking requires an Online Banking account and a mobile device with text, browser or app capabilities. To enroll:

  1. Log in to Online Banking
  2. Click the Options hyperlink
  3. Locate the Mobile Banking Profile section
  4. Click Enroll Now
  5. Select the Accept check box
  6. Click Continue
  7. Select the appropriate Eligible Accounts check boxes
  8. Enter the nickname used to identify each account in a text message
  9. Click Continue
  10. Enter your mobile phone number, including the area code
  11. Click Next
  12. Select the Mobile Banking services to be available on the mobile device
  13. Click Next
  14. A text message with an activation code is sent to the mobile phone number entered.
  15. Enter the activation code received in the text message
  16. Click Activate to complete enrollment in Mobile Banking
  17. A text message with a short code is sent to the newly activated mobile device. Note this short code for use when utilizing Mobile Banking’s text messaging service.

Q: Can I sign up for more than one Mobile Banking service (Text, Browser or App)?

Yes. You can sign up for any or all services depending upon the capabilities of your mobile device.

Q: Is Mobile Banking secure?

Mobile Banking employs industry best practices with regards to security. It has been assessed against industry security criteria by a number of independent system security experts.

  • Smartphones such as iPhone, Android and Blackberry have a very controlled and secure operating system
  • Mobile Banking uses 128 bit SSL encryption just like Online Banking, which encrypts and protects any transmission of data including customer account information
  • Mobile Banking uses strong Firewalls just like Online Banking, which protects from unauthorized or malicious intrusion
  • Mobile Banking uses your Username & Password for access, just like Online Banking. And just like Online Banking, your account will lock after 3 incorrect attempts from your mobile device

Q: Is my personal or financial information stored on my phone?

No. Mobile Banking does not save any files with personal or financial information on your mobile device. That information is strictly within online banking. Some phones (e.g., BlackBerry, Android) have logo and branding files that are copied to the mobile device. These files do not contain any personally identifiable information.

Q: Which accounts can I access using Mobile Banking?

You can access any account you have set up in Online Banking. You select which accounts you want to access using Mobile Banking during the enrollment process.

Q: How current is the account and transaction information?

When you view your account balance, you see the current available balance. When you view transaction history, you see the most recently posted transactions. Pending transactions do not display.

Q: Can I view check images within Mobile Banking?

No. This feature is not currently available, but will be available in the future.

Q: Can I add more than one mobile phone?

Yes. You can enroll several mobile devices for Mobile Banking. To add a new phone:

  1. Log in to Online Banking
  2. Click the Options hyperlink
  3. Locate the Mobile Banking Profile section
  4. Click Enroll Now
  5. Select the Accept check box
  6. Click Continue
  7. Select the appropriate Eligible Accounts check boxes
  8. Enter the nickname used to identify each account in a text message
  9. Click Continue
  10. Enter your mobile phone number, including the area code
  11. Click Next
  12. Select the Mobile Banking services to be available on the mobile device
  13. Click Next
  14. A text message with an activation code is sent to the mobile phone number entered.
  15. Enter the activation code received in the text message
  16. Click Activate to complete enrollment in Mobile Banking
  17. A text message with a short code is sent to the newly activated mobile device. Note this short code for use when utilizing Mobile Banking’s text messaging service.

Q: What if I forget my password?

Your password for Online Banking and Mobile Banking are the same. You will need to attempt to log into Online Banking from a computer and enter your access ID. Then select the Forgot Your Password? option. Your password will be sent to the email address you have registered for Online Banking.

Q: What if my phone number changes?

If your mobile phone number changes, simply update your mobile phone number in Mobile Banking:

  1. Log in to Online Banking
  2. Click the Options hyperlink
  3. Locate the Mobile Banking Profile section
  4. Click Manage Devices
  5. Select the My Phones tab
  6. Locate the old phone number
  7. Select Change my phone number from the drop down menu
  8. Click Go
  9. Enter the updated phone number
  10. Click Continue
  11. Enter Activation Code
  12. Click Activate
  13. Close Mobile Banking to return to the Online Banking session

Q: What if my phone is lost or stolen?

If your mobile device is lost or stolen, no one can access your account without knowing your password, and in some cases, your unique user name. To prevent unauthorized access to your account, you can deactivate your phone in Mobile Banking. See, “How do I stop using Mobile Banking on my phone,” for information.

Q: How do I stop using Mobile Banking on my phone?

To stop using Mobile Banking on your mobile device:

  1. Log in to Online Banking
  2. Click the Options hyperlink
  3. Locate the Mobile Banking Profile section
  4. Click Manage Devices
  5. Select the My Phones tab
  6. Locate the appropriate phone number
  7. Select Stop using this phone for Mobile Banking from the drop down menu
  8. Click Go
  9. Click Yes
  10. Close Mobile Banking to return to the Online Banking session

Q: I have a prepaid plan, can I use Mobile Banking?

Mobile Banking works with most prepaid plans, but we cannot guarantee that your carrier supports standard U.S. short codes. T-Mobile prepaid does not support short codes.

Q: With text banking, are the keywords case-sensitive?

No. Whether “BAL” or “bal” is entered, a response with the account balance information is sent to the mobile device.

Q: With text banking, what should I do if I do not get a response to a request?

Ensure the text message is sent to the short code. Check the keyword and any additional information required for the request, such as the bank’s identifier, account nickname, or address.

Q: With text banking, why are results sent as multiple messages?

Text messages are limited to 160 characters. If the account information exceeds the character limit, the account information is sent in multiple messages – no more than five at a time.

Q: I have text messaging enabled on my mobile device, why can’t I receive text messages?

The mobile service carrier may be blocking short codes or you may have blocked short codes on the mobile device. Short codes must be enabled to use Mobile Banking. Short codes are abbreviated phone numbers, usually five digits, used to send Mobile Banking messages.

Q: When I click the link for the Mobile Banking website, nothing happens, what should I do?

Every mobile device and mobile network is different, so you may not be able to click a link in a text message. Try these troubleshooting tips:

  1. Open the text message and click the Send or Go button on the mobile device to access the website URL.
  2. Click the address to go directly to the website
  3. Open the text message and write down your unique website URL.
  4. Enter the URL in the device’s web browser to go directly to the website.

If you still cannot access the Mobile Banking website, contact your mobile service carrier.

Q: How do I download Mobile Banking to my iPhone?

During enrollment, you are sent a unique link to the App Store where you can download “Touch Banking.” If you download Touch Banking in the App Store without enrolling first, the download will not work.

Download “Touch Banking” as you would any other application from the App Store. After you download and install the application, you will receive a text message with an activation link. Click the link to launch the application and go to the Mobile Banking login screen.

Q: When I click the link to download the Mobile Banking app nothing happens, what should I do?

Every mobile device and mobile network is different, so you may not be able to download Mobile Banking to your mobile device. If you are having trouble, contact your mobile service carrier to make sure your mobile device supports application downloads.

Q: Can I pay bills through Mobile Banking?

Yes. As long as you have an Online Banking and Bill Pay account. Follow these steps:

  1. Log in to Mobile Banking
  2. Tap Pay Bills
  3. Tap Make a Payment
  4. Tap the appropriate payee
  5. Verify the information is accurate
  6. Tap Yes
  7. Tap the Pay From > to select the account to debit for the payment
  8. Tap the Amount box to enter the amount of the payment
  9. Tap Next
  10. Scroll to the month of the payment
  11. Scroll to the day of the payment
  12. Scroll to the year of the payment
  13. Tap Next
  14. Verify the payment information is accurate
  15. Tap Yes
  16. The Payment Confirmation screen is displayed.

Q: Can I change a bill payment within Mobile Banking?

Yes. Follow these steps:

  1. Log in to Mobile Banking
  2. Tap Pay Bills
  3. Tap Change or Cancel Payments
  4. Tap the bill payment to change
  5. Make the necessary updates
  6. Tap Next
  7. Verify the payment information is accurate
  8. Tap Yes
  9. The Confirmation screen is displayed.

Q: Can I cancel a bill payment within Mobile Banking?

Yes. Follow these steps:

  1. Log in to Mobile Banking
  2. Tap Pay Bills
  3. Tap Change or Cancel Payments
  4. Tap the bill payment to cancel
  5. Tap Cancel Pmt
  6. Tap Confirm
  7. The Confirmation screen is displayed.

Q: How do I transfer funds in Bill Pay using Mobile Banking?

  1. Log in to Mobile Banking
  2. Tap Transfer Money
  3. Tap the Transfer From > to select the account to debit for the transfer
  4. Tap the Transfer To > to select the account to credit for the transfer
  5. Tap the Amount box to enter the amount of the transfer
  6. Tap Next
  7. Tap Yes
  8. The Transfer Confirmation screen is displayed.
Online Banking

Q: What is Online Banking?

Online Banking offers you 24-hour access to your financial information. With Online Banking, you'll have access to these great features:

  • View account balances, check images and history
  • Transfer funds between accounts
  • Review statements
  • Download to your personal accounting software

Q: What browsers are approved for Online Banking?

Windows Vista, XP, and 7
  • Internet Explorer 8.0 or higher
  • Firefox 4.0 or higher
  • Google Chrome 9.0 or higher
  • Opera 10.0 or higher
MAC OS X 10.3 or higher
  • Firefox 4.0 or higher
  • Safari 5.0 or higher
  • Camino 1.5.3 or higher
  • Opera 10.0 or higher

 

Q: What do I do if I'm locked out of Online Banking?

The system will lock your account after 3 invalid password/security answer attempts. This safeguard protects your accounts. Call any of our locations to be reset.

Q: I haven't logged into Online Banking recently, why can't I access?

For your protection, Online Banking accounts without any activity within ninety (90) days are automatically disabled. If your account becomes disabled for this reason, you will need to complete the signup process again. You can prevent this from happening by taking advantage of some of the many features of our online banking, including the ability to check balances, transfer funds and view statements. We apologize for any inconvenience that this necessary security measure may cause you.

Q: Can I download information into Quicken, MS Money, or QuickBooks?

Yes. Follow the steps below:

  1. Log in to Online Banking
  2. Choose the account you want to use
  3. Choose Transactions from the menu, then choose All Transactions
  4. An overlay box will display
  5. In the Transaction Activity section, enter the date range
  6. Click the Export Transactions hyperlink
  7. Choose your Export Format from the drop down box (Comma Separated File, Intuit Quicken, Microsoft Money, Intuit QuickBooks)
  8. Now click Export
  9. Choose Save to save the file to your hard drive (remember the location where you save the file) After the download is complete, close the Download dialog box
  10. Open Quicken, Microsoft Money, or QuickBooks
  11. Choose File and Import
  12. Browse to the file you just downloaded and click Open

Q: How do I transfer online? Will the money be available immediately?

In Online Banking, select List of Accounts and then the account you want to transfer from. Select Scheduled Transfers and then New Scheduled Transfer or Express Transfer. The New Scheduled Transfer option allows you to establish a recurring transfer. The transfer can be created using a variety of transfer frequencies. A transfer confirmation is displayed following a successful completion of the transfer set up screen.

The Express Transfer allows you to establish a one-time transfer for the current processing day. A transfer preview is displayed following a completion of the transfer input screen. Click Submit to accept the transfer. A Transfer confirmation is displayed with a successful completion of the transfer input screen. This transaction can also be accessed by clicking the Express Transfer button.

Transfers in Online Banking must be made prior to 6:00 p.m. for the current processing day.

Q: I don't want to receive account statements in the mail. How do I sign up for eStatements?

In Online Banking, select User Options and scroll to the eStatements section. Select Edit and the eStatement enrollment screen will become available for completion.

Q: How do I look up archived statements in Online Banking?

In Online Banking, select the account set up for eStatements. Click on Statements/Notices. In the Documents Search, select the document type and enter a date range.

Remote Deposit

Q: What is Remote Deposit?

Remote Deposit allows you to deposit your checks electronically in a secure and accountable check processing system, right from your office.

Q: What equipment do I need for Remote Deposit?

You only need a computer, an internet connection and a desktop scanner.

Q: How quickly are the funds available?

The funds post to your account the following day and are available at that time.

Q: How long should I keep the checks that I scan after I have deposited the funds?

We suggest keeping the scanned checks for 90 days in a secure location. After that, we recommend shredding and disposing of the checks securely.

Q: How much does it cost?

We offer Remote Deposit for $45 per month, with a one-time set up charge of $80.

Q: How much is a scanner?

Scanner pricing can range from $250 to $1,200 depending upon your needs. We will work with you to determine the best scanner, and also provide payment options if needed.

Q: I currently have a scanner, will it work with your system?

Our Remote Deposit system works with most scanners. If for some reason it does not work, we have a wide variety of scanners available for purchase.