faq

Online Banking FAQs

Welcome to Online Banking
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+ What is Online Banking?
Q What is Online Banking?
A

You can get free up-to-the-minute information about all of your accounts and view all account transactions including ATM and debit card transactions. You can transfer funds between eligible accounts including making payments on loans or credit lines. You can download transaction information into money management software programs such as Quicken. Another feature of Online Banking is the ability to pay bills online with Bill Pay. All internal account transfers made after 7:00 p.m. will be posted on the following business day.

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+ What happens if I open an account after I start using Online Banking?
Q What happens if I open an account after I start using Online Banking?
A

You will need to ask your Retail Banker to have your new account added.

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+ What do I need to get started using Online Banking?
Q What do I need to get started using Online Banking?
A

A personal computer, an internet connection, an active account with an Internet Service Provider (ISP), Internet browser software, and an account with Valley View Bank. You will also need your login ID and password.

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+ How do I sign up for Online Banking?
Q How do I sign up for Online Banking?
A

For Valley View Bank customers, visiting one of our convenient branch locations can get you started. Simply find the nearest Valley View Bank branch to open your deposit account, after which you can then apply for Online Banking. You will be able to use Online Banking after you receive your login ID and password.

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+ What if I forget my login ID and Password?
Q What if I forget my login ID and Password?
A

If you lose or forget your login ID you can call (913) 381-3311, and ask for the Online Banking Department. If you have forgotten your password you can also call our Online Banking Department or click on the Password Reset link on our home page.

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Welcome to Electronic Statements
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+ What are Electronic Statements?
Q What are Electronic Statements?
A An Electronic Statement is a digital version of your statement and notices that are emailed to you or accessed through our secure website.
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+ Why should I receive my statements electronically?
Q Why should I receive my statements electronically?
A

Receiving your statements online has many benefits. Electronic statements are environmentally friendly. They can also be accessed anywhere… anytime. In addition, you will benefit from faster delivery than paper statements. Your account statement will be accessible the day after your statement cuts via online banking or email notice. It will limit the amount of paper coming into your home or mailbox, which will help reduce your exposure to identity theft or fraud.

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+ Are check images available with my Electronic Statements?
Q Are check images available with my Electronic Statements?
A Yes
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+ How do I sign up?
Q How do I sign up?
A

You will enroll to receive Electronic Statements through your Online Banking login. Once logged into Online Banking, simply click the “eStatements” option located on the Online Banking toolbar and follow the instructions on the screen. If you are not currently signed up for Online Banking, simply contact our Online Banking department.

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+ What is the Security Phrase?
Q What is the Security Phrase?
A

Your personal security phrase is a way for you to verify that the email is a legitimate email from Valley View Bank. All Electronic Statement email notifications will contain your security phrase in the subject line of the email. This allows you to identify that the email message is from the bank.

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+ How long will I be able to access my Electronic Statements?
Q How long will I be able to access my Electronic Statements?
A

Statements and notices can be accessed online for 18 months and accrue from the day you enroll in electronic statements.

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+ Are Electronic Notices Available?
Q Are Electronic Notices Available?
A Yes. With the Electronic Statements program, you will receive electronic notices of overdraft, privacy, CD renewals, loan billings and more.
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+ Can I specify which Statements & Notices I wish to receive electronically?
Q Can I specify which Statements & Notices I wish to receive electronically?
A

Yes, you may select which statements or notices you would like to receive online and which statements or notices you would like through U.S. Postal mail. This is accomplished through the Bank’s Online Banking system by clicking “eStatements” on the Online Banking toolbar, then selecting “Sign Up/Changes.”

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+ If I enroll for Electronic Statements, will I receive everything electronically?
Q If I enroll for Electronic Statements, will I receive everything electronically?
A While you will receive your statements and other notices (such as overdrafts, annual privacy statement, CD renewals, loan billings), enrolling in Electronic Statements does not completely prevent the mailing of all paper correspondence from the bank. You may still receive documents such as IRA plan statements, IRS reporting forms (1099), and various marketing material.
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+ When can I view my Electronic Statements?
Q When can I view my Electronic Statements?
A

The day after your statement cycle cuts, we will send you an email with a special login screen attached in which you can use to enter your Online Banking username/ID and password to download secure electronic statement. Your statement will be cut on the same day of the month as your paper statement previously did. You may also login to online banking, “eStatements” option to view your electronic statements at any time!

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+ How do I view my statement?
Q How do I view my statement?
A

We will send you an email with a secure PDF attachment when your statement is ready. You will open the PDF attachment which will prompt you to a log-in screen. You will then enter your Online Banking username/ID and password and your statement or notice will fill in! In order to view your statement and use the service, you will also need Adobe Acrobat Reader installed on your computer. You may also login to online banking, the “eStatements” option and view your electronic statements at any time.

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+ What if I enter my Electronic Statement username/password wrong?
Q What if I enter my Electronic Statement username/password wrong?
A

Your Electronic Statement username/password is the same as your Online Banking ID/password. After three unsuccessful attempts to login and review your statement, your Online Banking account will become locked. This will require you to contact the bank to reset your account or utilize the “Password Reset” feature. To use the password reset feature you must sign up by choosing a password reset question and answer. This can be found under the Options tab in the Online Banking system.

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+ How do I save or print my statement?
Q How do I save or print my statement?
A

You can save your Electronic Statement to your computer`s hard drive or other electronic media. Once you have opened your statement, click on ‘File’, then ‘Save a Copy’ to save it to the appropriate location. To print your statement, select ‘File’ from the menu options and then ‘Print’.  The instructions for you to do so are available here.

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+ How do I obtain a paper copy of my statement or an item on my account?
Q How do I obtain a paper copy of my statement or an item on my account?
A

You may print any statement or item that is viewable through Online Banking free of charge on your home printer. Simply view the item you wish to print and click the Print icon on your browser window. You may also contact the bank at (913) 381-3311 for a printed copy of your statement or account items. We will provide you with a printout of your statement. Fees may apply.

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+ I signed up for Electronic Statements but haven’t gotten any emails from the Bank. What’s wrong?
Q I signed up for Electronic Statements but haven’t gotten any emails from the Bank. What’s wrong?
A

Check to make sure your email box isn`t full. You may need to free up space in your Inbox. Or you may have set your email program to block bulk mail or to allow mail only from the email addresses you’ve pre-selected. Your email notification will come from customerservice@valleyviewbank.com. If you’ve made sure there`s room in your Inbox and your email options are set to receive email from the Bank, call (913) 381-3311 so we can verify your account is set up to receive electronic statements.

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+ Are Electronic Statements safe and secure?
Q Are Electronic Statements safe and secure?
A

Yes, we have established strict security standards along with 128-bit SSL encryption to protect your accounts.

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+ What if I need help enrolling or making changes?
Q What if I need help enrolling or making changes?
A

The Electronic Statement system is completely self-serve. All of the options you need are available by selecting “eStatements” from your Online Banking toolbar. If you need additional assistance, do not hesitate to contact us by sending us a message through our secure messaging feature located within Online Banking or calling our Online Banking Department at (913) 381-3311.

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+ Can I have my statement emailed to another user (like my accountant)?
Q Can I have my statement emailed to another user (like my accountant)?
A

Yes. You may email your statement to one additional recipient. This can be achieved by using the “eStatement” option within Online Banking. Select the “Additional Recipients” option to set up the additional recipient.

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+ How do I cancel Electronic Statements and/or Electronic Notices?
Q How do I cancel Electronic Statements and/or Electronic Notices?
A

Simply login to Online Banking and click the “eStatements” option, then select “Sign Up/Changes” to deselect the items you no longer wish to receive. You can also contact our Online Banking department at (913) 381-3311.

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Welcome to Online Bill Pay
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+ How does Valley View Bank’s bill payment feature work?
Q How does Valley View Bank’s bill payment feature work?
A

Bill Pay allows individuals to pay all of your bills on the Internet. You can set up future and recurring payments as well as track the check payment. You may pay as many bills a month online as you want. Payments are made electronically. If the merchant you are paying does not accept electronic payments, a paper check is automatically prepared and mailed to them. You can pay anyone in the United States.

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+ When can I enter payments for Bill Pay?
Q When can I enter payments for Bill Pay?
A

You control when a bill payment transaction is scheduled. Payments can be entered Sunday through Friday until 11:00pm EST. Your ability to edit or stop a payment after 3:00 PM EST on its designated process date will be unavailable while funds for bill payment are being verified. Payments that pass verification are processed and cannot be edited or stopped. Payments that fail verification due to insufficient funds can be edited or stopped until 3:00 PM EST.  Holidays and weekends are designated as ineligible for payment processing and will affect the dates available to select when scheduling your payments.  

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+ How soon does a Bill Pay transaction appear in my account activity?
Q How soon does a Bill Pay transaction appear in my account activity?
A

If processed electronically, a Bill Pay transaction will normally be posted to your account the business day following the scheduled payment date.  Check payments will be posted to your account as soon as the payee deposits and/or cashes the check payment.

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+ How many days must I allow for a payment to reach the payee?
Q How many days must I allow for a payment to reach the payee?
A

Electronic payments must be scheduled 4 days prior to the due date, which is the date your payment must be received by the payee, not including the grace period. Check payments should be scheduled 10 days prior to the due date to guarantee delivery to the payee by the due date. In most cases, payments will reach the payee in 4-7 days. After you have set up the payee, you can look on your list of payees and the system will tell you whether the payee can receive check or electronic payments under the payee name.

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+ Can I edit a payee’s address?
Q Can I edit a payee’s address?
A No, you must set up a new payee with the correct address and delete the old one.
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+ Who do I call with questions?
Q Who do I call with questions?
A

For questions about Online Banking or Bill Pay, you may call a Treasury Services representative during regular banking hours at (913) 381-3311.

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Welcome to Mobile BancAbility℠
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+ What functions can I perform from my mobile device?
Q What functions can I perform from my mobile device?
A
  • View transactions
  • View account balances
  • Transfer funds between accounts
  • Pay bills to existing payees
  • View alerts
  • Activate or cancel a debit card
  • Find bank locations
  • Deposit checks with a camera-enabled Apple or Android device
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+ What type of mobile devices can be used to access accounts?
Q What type of mobile devices can be used to access accounts?
A

Our mobile banking product, Mobile BancAbilitySM,  works with any web-enabled mobile phone device whose network allows secure SSL traffic

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+ How do I know if my transfer or bill pay payment was entered successfully?
Q How do I know if my transfer or bill pay payment was entered successfully?
A

Each time you schedule a bill payment, a confirmation SMS Text Message will be sent to your mobile device. If you do not receive a confirmation text message, double check to make sure the transaction went through correctly.

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+ What happens if I lose my mobile device?
Q What happens if I lose my mobile device?
A

No account data is stored on your mobile device. When you replace your mobile device, simply edit your Mobile Settings and make any changes to the wireless provider and/or phone number.

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+ What happens if I lose communication/signal during a transaction?
Q What happens if I lose communication/signal during a transaction?
A When you complete a transaction from your mobile device (bill payment, funds transfer, etc.) you will receive an SMS Text Message as confirmation that the transaction was successful. If you do not receive this message due to a dropped call or lost signal, check your accounts and re-submit any transactions that did not process.
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+ What do I need to do if I get a new phone?
Q What do I need to do if I get a new phone?
A

If you simply get a new phone, but are using the same phone number and provider, no changes on your part are necessary. If you switch providers and/or phone numbers, log in to your Online Banking account via the internet and update your information on the Options > Mobile Banking > Mobile Web Settings page. You will not receive SMS Text Messages regarding Mobile BancAbilitySM transactions if your phone number is not correct.

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+ How can I search for a transaction?
Q How can I search for a transaction?
A You will only be able to view 15 days worth of transaction history on your mobile device. There is not a search feature.
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+ Can I use any mobile device to access my accounts?
Q Can I use any mobile device to access my accounts?
A Yes. You can access your accounts via any mobile device that is web-enabled and allows secure SSL traffic. The only difference is that SMS Text Messages will be sent to the device entered when enrolling for Mobile BancAbilitySM, not any device from which you preform a transaction.
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+ Can I add a new Bill Pay Payee via Mobile BancAbilitySM?
Q Can I add a new Bill Pay Payee via Mobile BancAbilitySM?
A

No. You can only add payments to payees already established through your traditional Internet-based Online Banking ID.

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+ How do I delete a Bill Pay Payee via Mobile BancAbilitySM?
Q How do I delete a Bill Pay Payee via Mobile BancAbilitySM?
A

You can not delete a Payee from your mobile device. You must log in to the Internet-based Online Banking ID and delete the payment from the main menu of the Bill Pay module.

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+ When I try to enter an amount for a bill payment or transfer, I can’t enter any numbers, only letters, Why?
Q When I try to enter an amount for a bill payment or transfer, I can’t enter any numbers, only letters, Why?
A

Check your phone`s settings to make sure you don’t have Alpha-only enabled on the keypay.

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+ What if I can’t get my mobile device to work with Internet Banking?
Q What if I can’t get my mobile device to work with Internet Banking?
A

There are a number of reasons that you may experience trouble accessing the mobile version of Internet Banking on your phone. To use the mobile version, your phone will need to meet the following minimum requirements:

  1. You must first download the mobile app and have completed the enrollment process.
  2. Your mobile device must be web enabled.
  3. Your mobile network must allow secure SSL traffic. (You may need to contact your mobile provider to determine this.)
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