Frequently Asked Questions
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 can also login to online banking, choose 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. Text and data rates may apply from your service provider.
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.
When is the cut off time for a new business day?
5:00pm daily, Monday through Friday, excluding bank holidays.
Are my deposits available immediately?
Deposits made before 5:00pm PST Monday – Friday may be credited to your account the same business day.
Deposits made after 5:00pm PST, or during weekends and bank holidays, may 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?
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. Text and data rates may apply from your service provider.
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, search for Golden Valley Bank and select the app for business.
What phones are supported for GVB Business Mobile?
Information on supported devices can be provided upon request.
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 will have access to Mobile Deposit within your app.
How can I make a deposit using GVB Business Mobile?
If you have an iPhone® or Android® smart phone, simply download the application, log in 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! Upon making your deposit, you’ll receive a confirmation that the deposit was received successfully.
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 at a local Golden Valley Bank office.
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 5:00pm PST Monday – Friday may be credited to your account the same day.
Deposits made after 5:00pm PST, or during weekends and bank holidays, may 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.
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 (530) 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 (530) 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 (530) 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.
What is a contactless card?
It’s a debit card that can be used to pay by tapping it against a contactless-enabled card reader. Contactless cards use Near Field Communication (NFC) technology to securely transmit a one-time digital card number for each transaction. The card or device never leaves your hand.
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 (530) 894-1000.
How do I get a new debit card PIN or change my existing PIN?
Please call 1-800-567-3451.
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 on the homepage of our website.
What can I see in 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?
On the homepage of our website, you will select “Personal Banking” from the drop-down menu, enter your username and password, and select “login”. Upon your first login, you will be prompted to setup challenge questions and answers, and register a phone number for multifactor authentication.
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 at (530) 894-1000 if you tried your password without success more than 3 times. You may be locked out.
How do I change my password?
You can change your password within your online profile or mobile app settings.
I forgot my username
Give us a call at (530) 894-1000.
I am locked out
Give us a call at (530) 894-1000, 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 I am unable to log in
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 long does my password need to be?
For security purposes your password must consist of at least:
- 9 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?
Information on supported browsers can be provided upon request.
eAlerts
How do I get eAlerts?
You can create a new eAlert by choosing “Alerts” in the top right side 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 and/or push notification.
How do I stop eAlerts?
Under the same option that you set up your eAlert, you are able to stop them by choosing “Delete”.
What are my options for eAlerts?
Alert categories include Security, Balance, Transaction, Transfers, Debit Card, and more
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 (530) 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.
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?
Unfortunately, at this time, loan statements are not available online.
Bill Pay
How do I sign up for Bill Pay?
Upon logging into online banking, there is a Bill Payment option in the menu bar. Choose this option and you will be prompted to enroll in Bill Pay.
Business Online Banking
How do I sign up?
Give us a call at (530) 894-1000. We will have a few questions and need a few signatures to get you setup.
What can I see in 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 for the first time?
You will receive an email from us with your username and a temporary password. Follow the instructions in the email to get logged in.
I forgot my password/PIN
Enter your username and choose Forgot Password . Answer a challenge question or receive a security code via email, and a temporary password will be emailed to you.
I forgot my username
Give us a call! (530) 894-1000
I am locked out
Give us a call at (530) 894-1000 and we will unlock you.
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
Are you remembering to choose “Business Banking” from the drop-down menu on the homepage when you entered your username?
Still not working, give us a call at (530) 894-1000.
What are the browser requirements?
Information on supported browsers can be provided upon request.
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?
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 11:15 AM then your receiver will have the funds in their account that day!
What transactions are eligible for Same Day ACH?
All credit and debit transactions are available for same day processing with a few exceptions:
- Transactions valued above $1,000,000
- International transactions (IATs)
- Federal Government payments
How do I get set up?
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 top right of the page that says “Alerts”.
Can the eAlerts be sent to my phone?
Yes. During the alert enrollment you will have an option to choose where the eAlert will get sent.
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 (530) 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?
Unfortunately, at this time, loan statements are not available online.
Bill Pay
How do I sign up for Bill Pay?
Give us a call at (530) 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 what limits would be applied 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?
Outgoing Wire Cut-off Times:
- Domestic Wires Initiated by a Bank Employee: 2:00PM PST
- International Wires Initiated by a Bank Employee: 12:00PM PST
- Domestic and International Wires Initiated through Business Online Banking: 12:00PM PST
Outgoing wire transfers initiated after the cut-off times or during weekends or Federal holidays will be effective the following business day. Outgoing wire cut-off times subject to change.
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.
Digital Security Tokens
What is a Digital Token?
A Digital Token is a software app that is downloaded and installed on your Apple or Android smartphone. The app adds an extra layer of protection to your Business Online Banking account by generating a one-time password each time you log in. This random string of numbers is used when logging into your account.
Who can use Digital Tokens?
Talk to your relationship banker about getting approved for use of the DIGIPASS for Business Banking Digital Token. Once approved you’ll be able to control which employees can access your accounts via the Digital Token.
How do I enroll my business?
Ask your relationship banker about using Digital Tokens then complete the necessary steps to get started. Watch the Soft Token video in our Education Center on how to set up and use the free DIGIPASS for Business Banking Digital Token app.
Where do I find the app?
You can find and download the free Digital Token app, which works on Apple or Android smartphones and other devices, by searching for DIGIPASS for Business Banking in either the Apple or Google Play app stores.
How does it work?
The Digital Token app protects access to your Business Online Banking account by generating random, one-time passwords that you and approved employees will use each time you log in to your account. The one-time string of numbers, combined with the PIN you set up in Business Online Banking, makes it nearly impossible to hack your account.
When if I enter the wrong number when logging in?
If you enter the wrong one-time password/PIN combination, just re-enter the correct numbers generated by the app and your PIN.
What if I lose my smartphone?
When setting up the digital token, you have the option to register more than one device. So if you should misplace your smartphone, you can log in with another device. Another option would be to get a new phone and have us re-register the new phone. At that point, you would need to also re-install the app.
Can I use it with my Business Mobile Banking app?
Yes, the DIGIPASS for Business Banking app can be used when logging in or completing transactions via Business Mobile Banking. Instead of following desktop activation process, you’ll generate a one-time password from the DIGIPASS for Business Banking app to log in from your mobile banking app or when you complete a transaction.
Can I switch from a hard token to a Digital Token?
You can switch from a hard to a Digital Token by logging into your Business Online Banking account, selecting the Profile page and following the instructions to make the switch. You’ll then turn in your hard token to your local Golden Valley Bank office.
What are the best ways to keep my app and account secure?
You should always start by enabling the passcode or biometric access to your smartphone in order to protect access to your device. The DIGIPASS for Business Banking app also gives you the option to create a regular password or to set up a biometric login so you can then generate a one-time password or a digital signature for accessing your account.