Frequently Asked Questions

Personal Mobile

Personal Mobile Banking

Is Mobile Banking Secure?

To ensure the safety and privacy of your account information, we incorporate multiple security features in Mobile Banking:

  • All transactions are encrypted.
  • No personal or financial information is stored on your phone.
  • You must authenticate every interaction with Mobile Banking.

Here are some recommended security steps you can take to protect yourself:

  • Only use Secure Wi-Fi Networks. Public Wi-Fi can make you vulnerable to hacking attempts.
  • Use WPA2 encryption for the most secure connection available.
  • Turn off BlueTooth connections while using Mobile Banking.
  • Install antivirus software.
  • Always use a PIN or Pattern screen lock on your mobile device.

Mobile App

How do I get the GVB Mobile App?

Go to your Apple or Android App Store and search for Golden Valley Bank. Download our App, enter your Online Banking Login credentials and you are all set. You must have previously enrolled in Online Banking to sign in to the App.

You can also login to online banking, choose Change Options> Mobile Banking Profile> Manage Devices.

I am trying to login and it is giving me random security questions?

Double check that you are entering in your username correctly. Make sure if there is a capital that it took correctly on your phone or if there aren't any capitals that it isn't defaulting to them.

When I click the link to download the GVB Mobile App nothing happens, what should I do?

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

What are the requirements?

To use the GVB Mobile downloadable application, your mobile device must have an operating system that supports application downloads and may require a data service plan. You download the Golden Valley Bank Mobile Banking application using the link sent by SMS text message during the enrollment process. Check with your cellular carrier for terms and fees.

Mobile Deposit

How do I get GVB Mobile Deposit?

Follow the steps to download the Golden Valley Bank Mobile App and you will be able to access Mobile Deposit in the menu bar at the bottom of your screen.

Are there any limits to my Mobile Deposit?

Yes. Mobile Deposit has a daily limit of $5,000 per business day and $5,000 per item.

When is the cut off time for a new business day?

6pm daily, Monday through Friday, excluding bank holidays. 

Are my deposits available immediately?

Deposits made before 6pm PST Monday – Friday will be credited to your account the same business day.

Deposits made after 6pm PST, or during weekends and bank holidays, will be credited to your account the following business day.

Do I need to endorse my check if I use mobile deposit?

Yes. All checks need to be properly endorsed on the back of the check with “For Mobile Deposit Only to Golden Valley Bank” along with your signature.

Mobile Browser

How do I get Mobile Browser?

Login to online banking and go to CHANGE OPTIONS. Go to the Mobile Banking Profile section and choose Manage devices. Follow the steps to enroll.

Open your browser on your phone, enter www.goldenvalley.bank and you will have a Mobile Browser friendly version of our site.

What is the difference between Mobile Browser and the Mobile App?

The Mobile App is a downloadable application that is put onto your smart phone and accessed through your main page. The Mobile Browser is a user-friendly experience through your browser (Chrome, Safari) on your cell phone or tablet.

What are the requirements?

To use the mobile browser service, your mobile device must have an Internet browser and may require a data service plan. You access the MyGVB Mobile website using the link sent by SMS text message during the enrollment process. Check with your cellular carrier for terms and fees.

Text Banking

How do I get Text Banking?

Login to online banking and go to CHANGE OPTIONS. Go to the Mobile Banking Profile section and choose Manage Devices. Follow the steps to enroll.

You will then receive an activation code via text message, enter it upon enrollment and you are set up! Make sure to choose easy nicknames because those are the names you will be texting!

What is the Text Banking address?

The Golden Valley Bank text address is 31727

What are all the descriptions and options for Text Banking?

Listed below are the Mobile Banking commands available for your use with MyGVB Mobile. We may change these commands from time to time.

  • "B", "BAL", "BALANCE" or "BALANCES": You may view the Available Balance of your Accounts at the time of your request.
  • "STMT", "TRAN" or "HIST": You may view your most recent transaction history for each Account designated by you. Not all pending transactions (e.g. pending debit card transactions, deposits holds, legal holds) are displayed. We may change the length of time that transaction history is available without prior notice. Transaction history on MyGVB Mobile does not replace the periodic statements for your Account.
  • "HELP" or "HLP": Request basic customer support for MyGVB Mobile.
  • "STOP": You may cancel MyGVB Mobile at any time by sending a text request with the STOP command from your registered Device. If you have registered more than one Device for MyGVB Mobile, using the STOP command will cancel MyGVB Mobile only on the device from which you send the STOP command.
  • "ATM" plus the ZIP code, city or state for the ATM: to locate ATM.
  • "BRANCH" plus the ZIP code, city or state for the branch: to locate a branch.
  • "BOTH" plus the ZIP code, city or state for the branch: to locate ATM's and branches.

Are the keywords case sensitive?

No. Whether you type "BAL" or "bal," a response with your account balance information is sent to your mobile device.

What should I do if I don't get a response?

Make sure you are sending text messages to 31727. Check the keyword and any additional information required for the request, such as the financial institution's identifier, account nickname, or address.

Why are my results sent as multiple messages?

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

I have text messages enabled on my mobile device, why can't I receive text messages?

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

View the MyGVB Mobile Banking Agreement. MyGVB Mobile Banking is available for Personal or Consumer accounts only.

What are the requirements?

To use the SMS text messaging service, your mobile device must send and receive text messages to and from a short code. Most mobile devices are capable of sending and receiving text messages, so your phone is most likely compatible with MyGVB Mobile. Please note that some mobile service carriers charge for outgoing text messages or for each message sent and received. Check with your cellular carrier for terms and fees.

Personal Online

Personal Online Banking

How do I sign up?

To get started, simply select "Personal Banking" from the drop-down menu, then click the Enroll Now link to enroll for online banking! This can be found here or on our homepage.

What can I see on online banking?

  • View balances and transactions on all of your accounts
  • Transfer funds between accounts
  • View check images
  • Export into Quicken or QuickBooks with just one click
  • Set up eAlerts
  • View eStatements (must be enrolled)
  • And more...

How do I login?

Once you have completed the enrollment process, on your first login, you will select "Personal Banking" from the drop-down menu, then enter your username and password on the homepage and choose "login". You will then be asked a security question to verify your identity. You may not see this security question if you have already registered your computer.

I forgot my password

If you can't remember your password, choose the Forgot Password option on the homepage. You will then be asked your access ID/username, last 4 digits of your tax ID number and your email. You will then be emailed a temporary password with instructions. Give us a call if you tried your password without success more than 3 times. You may be locked out.

How do I change my password?

You can only change your password from your desktop. You will not be able to change it from your mobile device. 

I forgot my username

Give us a call at 894-1000. We will help you remember!

I am locked out

Give us a call at 894-1000, and we will identify you and unlock your login credentials.

I know my username and password, but it has been a while since I logged in and it isn't working

If it has been longer than 6 months since you last logged in, your username and password are no longer valid for security purposes. You will need to go through the enrollment process again. Enroll now.

How often do I need to change my password?
You will be prompted to change your password every 365 days. 

How long does my password need to be?

For security purposes your password must consist of at least:

  • 8 to 17 characters in length
  • 1 number 
  • 1 uppercase character
  • 1 lower case character

Your password should not be associated with any commonly known personal identification, such as social security numbers, address, date of birth, names of children, and should be memorized rather than written down.

What are the browser requirements?

Below is a list of currently supported browsers for Online Banking:

  • Apple Safari 10.0
  • Apple Safari 7.0
  • Apple Safari 8.0
  • Apple Safari 9.0
  • Google Chrome
  • Microsoft Edge
  • Microsoft Internet Explorer 11.0
  • Mozilla Firefox

eAlerts

How do I get eAlerts?

You can create a new eAlert by choosing "Alerts" in the top right-hand corner of the page.

Can the eAlerts be sent to my phone?

Yes. During enrollment you will have a drop down option of receiving alerts via text message. Simply enter your phone number and cell phone carrier.

How do I stop eAlerts?

Under the same option that you set up your eAlert, you are able to stop them by choosing "Cancel".

What are all my options for eAlerts?

  • Balance Alert: allows you to set a balance threshold in your checking or savings account and notifies you whenever that threshold is met.
  • Balance Notification: notifies you of the available balance in your checking or savings account either daily or weekly.
  • Direct Deposit: notifies you when a Direct Deposit has been received, including the date & amount of the deposit.
  • Checks: notifies you when a check for a specific amount or check number posts to your account.
  • Debit/ATM Card: notifies you when card transactions above a specific amount are made from your account.

eStatements

How do I sign up for eStatements?

It's easy to sign up. Log into online banking and select the "Profile" link then click "Edit" next to Electronic statements to choose the accounts you would like to setup to receive eStatements.

How do I stop eStatements?

Give us a call at 894-1000.

Where do I find eStatements after I have signed up?

After you have logged in, click on "Accounts" in the menu bar and choose "Documents". From here, choose an account, a date range and if you have Statements or eStatements. There they are!

Is there a charge for eStatements?

No!

How far back do eStatements go?

Access up to 18 months of statement history (including check images) from the date you first sign up.

Can I get eStatements for my savings account?

Yes!

Can I get eStatements for my loan?

Yes!

Bill Pay

How do I sign up for Bill Pay?

Your first steps are already done. You have a Bill Payment option in the menu bar. Choose this option and you will be prompted to go through the set up process through Bill Pay.

Business Mobile

Business Mobile Banking

Business Mobile App

What is GVB Business Mobile?

GVB Business Mobile is our mobile service that brings business banking to your phone. GVB Business Mobile allows you to monitor your account from your phone at any time.

What can I do with GVB Business Mobile?

GVB Business Mobile allows you to:

  • Check business account balances
  • View recent transactions, including check images
  • Transfer money between accounts
  • Deposit Checks by snapping a picture of each check
  • View deposit history in the app
  • Review and Approve:
    • Approve transactions scheduled through Business Online, including fund transfers, ACH transfers and wire transfers
    • Receive alerts when approvals are pending

How do I get GVB Business Mobile App?

Call today to talk to one of our Relationship Bankers! They will work with you to complete the mobile banking agreement and set you up with access. From there, you can visit your Apple or Android App Store and search for Golden Valley Bank and select the app for business.

What phones are supported for GVB Business Mobile?

Apple iPhone® and all phones using the Android® trade (version 7 or higher) operating system are supported. The specific app for each operating system can be found at their respective app store.

Is GVB Business Mobile secure?

GVB Business Mobile uses state-of-the-art encryption and login security to protect your accounts. In addition, GVB Business Mobile applies all user permissions assigned in the online version of your business banking to mobile access.

Business Mobile Deposit

How do I get Business Mobile Deposit?

Once you have the paperwork completed and your GVB Business Mobile App downloaded, you have access to Mobile Deposit within your app. It's as easy as snapping a picture of the front and back of your check, choosing your account, entering a deposit amount and pressing send. Done.

How can I make a deposit using GVB Business Mobile?

If you have an iPhone® or Android® trade smart phone, simply download the application. Then, log in. You'll key in the amount of the deposit, endorse the check with "For Mobile Deposit Only to Golden Valley Bank” along with your signature and take a picture of the front and back of the check. That's it! Within seconds of uploading the transaction, you'll receive a confirmation that the deposit was received successfully.

Are there any limits to my Mobile Deposit?

Yes. Mobile Deposit has a daily limit of $10,000 per business day and $10,000 per item.

What types of checks can be processed through GVB Business Mobile?

All personal and business U.S. checks can be processed through GVB Business Mobile. Checks from Canada and other foreign countries, savings bonds and poor image quality checks must be deposited traditionally.

When can electronic deposits be sent to the financial institution?

You can transmit mobile deposits to the financial institution 24-hours a day, 7-days a week including weekends and holidays, with the exception of the financial institution's routine maintenance downtime.

When will deposits be posted into my account?

Deposits made before 6pm PST Monday – Friday will be credited to your account the same day.

Deposits made after 6pm PST, or during weekends and bank holidays, will be credited to your account the following business day.

What should I do with the original paper checks after deposits are made?

Original checks should be stored for a minimum of 14 business days prior to being destroyed.

How do I prevent checks from being scanned and deposited twice?

The software has built-in duplicate detection tools that detect items already captured. If the software detects potential duplicate checks, an alert prompts you to make a decision about the items in question. Also, endorsing the back of the check with "For Mobile Deposit Only to Golden Valley Bank” along with your signature will reduce the chance of an item being accidentally deposited in-person.

How do I know the image quality is acceptable?

The software has an Image Quality Assessment (IQA) tool that automatically identifies problems with the check image. If a problem is detected, you'll be asked to retake the photo.

Need Assistance?

If you have additional questions, contact us at 894-1000 or email.

Business Online

Business Online Banking

How do I sign up?

Give us a call at 894-1000. We will have a few questions and need a few signatures to get you started. We will set it all up for you!

What can I see on online banking?

  • View balances and transactions on all of your accounts
  • Transfer funds between accounts
  • View check images
  • Export into Quicken or QuickBooks automatically with Direct Connect
  • Set up eAlerts
  • View eStatements (must be enrolled)
  • And more...

How do I login?

You will receive an email from us with your username and a temporary password. After you have created your own password, you will select "Business Banking" from the drop-down menu and simply enter your username on the homepage and choose "login". You will then be prompted to answer one of your security questions to verify your identity. You may not see this security option if you have already registered your computer. Enter your password on the last page and you are in our online banking!

I forgot my password

Enter your username and choose login. Once you get to the password section, there is an option for Forgotten Password.

I forgot my username

Give us a call! 894-1000

I am locked out

Give us a call at 894-1000 and we will get you unlocked.

I have entered my correct username and password but still can't login

Did you remember to choose "Business Banking" from the drop-down menu on the homepage when you entered your username?

I have a token and it won't accept my password

  1. Are you remembering to enter your four-digit code after the numbers off your token?
  2. Are you remembering to choose "Business Banking" from the drop-down menu on the homepage when you entered your username?
  3. Still not working, give us a call at 894-1000

What are the browser requirements?
Below is a list of currently supported browsers for Online Banking:

  • Apple Safari 10.0
  • Apple Safari 8.0
  • Apple Safari 9.0
  • Google Chrome
  • Microsoft Edge
  • Microsoft Internet Explorer 11.0 6
  • Mozilla Firefox

ACH Services

What is ACH?

ACH stands for Automated Clearing House, a nationwide network through the Federal Reserve System that allows individuals to move payments electronically between financial institutions. 

What can I use Same Day ACH for?

To send an ACH credit file. Some examples may be:

  • termination payroll
  • temporary pay
  • hourly pay
  • vendor payments

What is the cutoff time for Same Day ACH transactions?

If you submit your ACH credit file by 10:00 AM then your receiver will have the funds in their account that day!

What transactions are eligible for Same Day ACH?

All credit transactions are available for same day processing with a few exceptions:

  • Transactions valued above $25,000
  • International transactions (IATs)
  • Federal Government payments

How do I get setup?

Please contact our Relationship Banking Team to learn more or email ACH@goldenvalley.bank.

eAlerts

How do I get eAlerts?

After you have logged in there is an option on the right part of your screen that says "Alerts". You also can choose the drop down "Account Services" and then "Alerts".

Can the eAlerts be sent to my phone?

Yes. During enrollment you will have a drop down option of receiving alerts via text message. Simply enter your phone number and cell phone carrier.

How do I stop eAlerts?

Under the same option that you set up your eAlert, you are able to stop them by choosing "Delete".

eStatements

How do I sign up for eStatements?

Give us a call at 894-1000. We will get you all set up!

Where do I find eStatements after I have signed up?

Once you have logged in, go to the account that you would like to view your statement for. On the top part of the page, you will find "Documents". Choose Documents and this will take you to a separate screen where you can enter in the specific information for the Statement you are looking for.

Is there a charge for eStatements?

No!

How far back do eStatements go?

Access up to 18 months of statement history (including check images) from the date you first sign up.

Can I get eStatements for my savings account?

Yes!

Can I get eStatements for my loan?

Yes!

Bill Pay

How do I sign up for Bill Pay?

Give us a call at 894-1000

Wire Manager

What are Wires?

Wire transfers are transfers sent from your account with Golden Valley Bank to another company or person with an account at a different financial institution.

Can I save the information if I use it regularly and edit the information if it changes?

Yes, you can create a template using the information that will be used regularly. You can edit the template at any time.

Are there limits to how much I can transfer?

You and your Relationship Banker will discuss the best limits would be based off your expected activity.

How will I know if there is an issue with the wire?

We will send you email alerts when a wire is submitted, if there is a change on the template, or if there is an issue with the wire. A Golden Valley Bank Employee will reach out to you to confirm the wire or you can set Dual Approval within your business.

What is the cut off to submit wires?

Domestic and International wires initiated by visiting a branch or through other means by 1:00 PM PT, or online by 12:00 PM PT, will be processed that day. Wire transfers initiated after that time (the “cut-off”) or during weekends or Federal holidays will be effective the following business day.

What is Dual Approval?

Choose an employee to initiate the wire and then either approve it yourself or choose an administrator to approve the wire. Wires can be approved either through Business Online Banking or the Business Mobile App.

How do I get set up?

Please contact our Relationship Banking Team to learn more or email ACH@goldenvalley.bank.

Visa® Debit Card

Visa® Debit Card

How do I report a lost or stolen debit card?

Please call 1-800-472-3272 to report your card as lost or stolen.

How do I dispute a debit card transaction?

Call us immediately at 894-1000 to dispute a debit card transaction.

How does Golden Valley Bank react to compromise notifications?

Golden Valley Bank takes every compromise seriously. We prefer to notify customers by phone when possible, but in some cases, we will notify you by mail if your card information has been potentially compromised. Golden Valley Bank evaluates the need to reissue new debit cards to affected customers. In certain circumstances, Golden Valley Bank will issue you a new debit card. In those cases, a block date for your compromised card will be included in the letter.

How do you know that my card was affected?

We receive notice of potentially compromised cards from Visa®. Visa® learns of the compromise through various sources including merchants, processors and even law enforcement.

How do I replace a damaged debit card?

If your debit card is not functioning properly or is damaged, you may order a replacement card by calling us at 894-1000. You will receive a new card with a new expiration date within 7-10 business days. The Personal Identification Number (PIN) you are currently using will work with your new card.

Can I use my debit card overseas?

Yes, please contact us at 894-1000 prior to travel to make arrangements.

What is a chip card?

It's a debit card that has a chip on the front as well as the traditional magnetic stripe on the back. The chip provides added security when used at a chip-enabled terminal or ATM and greater global acceptance. Many countries worldwide have adopted chip technology, and it will become the standard for card payments in the U.S. If a merchant or ATM has not yet adopted chip technology, your transaction will be processed using the magnetic stripe as it is today.

My debit card is going to expire soon. Do I need to do anything?

You should receive your new debit card in the mail about one week before your current card expires. Your current card is good through the last day of the expiration month that appears on the front of your card.

If you do not receive your new card within one week of the expiration of your current card, or if your card has already expired, please call us at 894-1000.

How do I get a new debit card PIN or change my existing PIN?

Please call 1-800-567-3451.

Beneficial Ownership

Overview

In May 2016, the U.S. government passed a new rule regarding the beneficial ownership of legal entity customers. Going forward, it will be mandatory for all covered financial institutions to comply with this rule by identifying the beneficial owner(s) and a control person of a covered legal entity customer opening or maintaining an account.

In compliance with this new rule, Golden Valley Bank will collect beneficial ownership information from legal entity customers starting in the second quarter of 2018. This means that any time an account is opened or maintained for a legal entity, we will request information that identifies the beneficial owner(s) and a control person of the legal entity. The required identifying information includes, name, address, date of birth, social security number, identification number, and other information that will help identify those individuals. This information will need to be collected whether or not the person identified is a Golden Valley Bank customer. This information will also be collected for existing legal entity customers who establish or maintain accounts once this new rule is implemented at Golden Valley Bank in the second quarter of 2018.

While we understand the information requested is personal and sensitive, we need to obtain this information in order to comply with the law. As always, we will treat all information collected with the utmost care. All information will be stored securely and handled with the same standard of privacy that we have always maintained.

What you need to know about Beneficial Ownership

All cover financial institutions are subject to the Beneficial Ownership Rule under the Bank Secrecy Act.

If your business is a covered Legal Entity under this rule, it will impact your business when opening an account, a loan or if there are changes made to the structure or ownership of your account(s) or business.

We appreciate your business and are committed to providing you with extraordinary service for years to come.

Q & A’s on Beneficial Ownership

 

 

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