Click here to view the e-Banking Demo.

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Mobile Banking
Online Banking
Online Banking Bill Payment
Online Banking Business
e-Statements

 

Mobile Banking:
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What are the restrictions on the type of mobile devices that can be used to access accounts?
Q What are the restrictions on the type of mobile devices that can be used to access accounts? 
A

The mobile solution is phone device agnostic. It works with any web-enabled mobile phone device whose network allows secure SSL traffic. 

 

 

 

 

 

 

 

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What functions can I perform from my mobile device?
Q What functions can I perform from my mobile device? 
A

Provided that your Financial Institution has given you access, you can:

§ View Transaction History

§ View Account Balances

§ Transfer Funds between accounts

§ Pay Bills to existing Payees

§ View Alerts

§ Release ACH and wires 

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

If you have selected to receive text alerts, each time you make a transfer or bill payment, a confirmation SMS Text Message is sent to your mobile device. If you do not receive a confirmation text message, double check to make sure the transaction went through via traditional NetTeller.

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What if I no longer want to be a mobile user?
Q What if I no longer want to be a mobile user? 
A

Log in to https://www.mountainwestbank.com online banking site > Select Options > Mobile Settings > Deselect Activate Mobile Banking Access > Click Agree.  

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

Since your account data is not stored on your mobile device, your information cannot be stolen.
When you replace your device, simply edit your Mobile Settings and make any changes to the Wireless Provider and/or Phone Number. 

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Why can’t I add a new payee?
Q Why can’t I add a new payee? 
A

Functionality is limited to sending payments to already established payees. To add a new payee, log in to the online banking site, select Bill Payment, and add a new payee. You can then submit payments to that payee via your mobile device. 

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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 keep 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 NetTeller account via the Internet and update your information on the Options > Mobile Settings page. You will not receive SMS Text Messages regarding Mobile Banking 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 phone number entered when enrolling for mobile banking, not necessarily the device from which you perform a transaction. 

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Can I add a new Bill Payment Payee via mobile banking?
Q Can I add a new Bill Payment Payee via mobile banking? 
A

No. You can only add payments to payees already established through your traditional internet- based NetTeller ID. 

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How do I delete a Bill Payment that I set up through my mobile device?
Q How do I delete a Bill Payment that I set up through my mobile device? 
A

You must log in to the internet-based NetTeller 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
Q When I try to enter an amount for a bill payment or transfer, I can’t enter any numbers, only 
A

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

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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 needs to meet the following minimum requirements:

1. Your mobile device must be web enabled.

2. Your mobile network must allow secure SSL traffic. (You may need to contact your mobile provider to determine this.)

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Online Banking:
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What can I do with Online Banking?
Q What can I do with Online Banking? 
A

You can transfer funds between existing accounts within our bank, view account information, download transaction information to a spreadsheet, word processing document, or money management software, stop payment on a check and make payments on loans at Mountain West Bank.

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What is money management software?
Q What is money management software? 
A

Money management software is software that helps you keep track of your finances. Some examples are Microsoft Money® and Quicken®.

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How do I access Online Banking?
Q How do I access Online Banking? 
A

After you have signed up for the service and have received your personal login by mail from us, visit our web site and click the Online Banking login button.

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Do I need any special software installed on my computer?
Q Do I need any special software installed on my computer? 
A

No. All you need is Internet access via an Internet Service Provider (ISP) and an Internet browser.

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What is an Internet Service Provider (ISP)?
Q What is an Internet Service Provider (ISP)? 
A

An ISP is a company that provides Internet service to customers like you. Without an ISP you will be unable to access the Internet.

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What is a browser and how do I get one?
Q What is a browser and how do I get one? 
A

A browser is software that allows you to "surf" the web. Typically, most computers have Microsoft Internet Explorer included with Windows. You can also ask your ISP for more information on browsers.

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When are Online Banking transactions updated to my account?
Q When are Online Banking transactions updated to my account? 
A

Because Online Banking is in "real time" the transactions are updated immediately.

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When will regular bank transactions show up on Online Banking?
Q When will regular bank transactions show up on Online Banking? 
A

Regular bank transactions will show on Online Banking the following day.

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Can Online Banking be set up as a joint account?
Q Can Online Banking be set up as a joint account? 
A

No, however if the Bank account is a joint account it is acceptable for both account holders to share one Online Banking account.

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What happens if I forget my Online Banking PIN?
Q What happens if I forget my Online Banking PIN? 
A

You can call our Customer Service Department and ask them to reset your PIN at (800) 641-5401.

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Is there a fee for using Online Banking?
Q Is there a fee for using Online Banking? 
A

There is no fee for Online Banking.

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Do you have an online banking demo I can view?
Q Do you have an online banking demo I can view? 
A

Yes! Click here to view the online banking demo.

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Online Banking Bill Payment:
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Whom can I pay through Online Banking Bill Payment?
Q Whom can I pay through Online Banking Bill Payment? 
A

You can pay ANYONE in the United States... your credit cards, utility companies, loan payments, and even a child in college.

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How far in advance should I set up a payment to insure it is paid on time?
Q How far in advance should I set up a payment to insure it is paid on time? 
A

Payments should be scheduled 7 to 10 business days (3 business days for electronic payments) in advance of when you want the payment to actually be paid.

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When will the money be taken out of my account?
Q When will the money be taken out of my account? 
A

For electronic transactions, the money will be withdrawn from your account on the payment date you have set. For transactions processed by check, the money will be withdrawn from your account when the check is presented for payment by the payee. Your account will never be debited before the payment date you have set.

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What happens if I have a scheduled payment that falls over a weekend or holiday?
Q What happens if I have a scheduled payment that falls over a weekend or holiday? 
A

Scheduled payments that fall over a weekend will be processed on Friday. Any new payments that are scheduled over the weekend (Sat-Sun), for the current weekend, will be processed on Monday. Holiday processing is done the next business day.

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What if I do not have enough money in my account?
Q What if I do not have enough money in my account? 
A

The bank will treat bill payment check transactions like any other check you write. Electronic transactions will not be sent until the funds are available.

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Can I schedule recurring payments?
Q Can I schedule recurring payments? 
A

Yes. You may schedule both one-time and recurring payments.

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How late in the day can I enter, edit, or delete a payment?
Q How late in the day can I enter, edit, or delete a payment? 
A

You may add, edit or delete payments anytime. Transactions that need to be processed on the current day need to be entered by 11AM MST.

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Can I have multiple payments to the same payee on the same day?
Q Can I have multiple payments to the same payee on the same day? 
A

You can make multiple payments to the same person as long as the payment amounts are different. For your protection, the system will not pay duplicate items on the same day.

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Can I stop a payment?
Q Can I stop a payment? 
A

Yes. You can contact our Customer Service Department at (800) 735-4371 or you can add the stop payment via your online banking account.

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Can I use Online Bill Payment if I live outside the U.S.?
Q Can I use Online Bill Payment if I live outside the U.S.? 
A

Yes, as long as you have a checking account with our bank.

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Can I get a copy of the cancelled check?
Q Can I get a copy of the cancelled check? 
A

You can request a copy of any check by contacting our Customer Service Department at (800) 641-5401. There may be a fee associated with this service. You can also look at a copy of the cancelled check via your online banking account if it occured in the past 90 days.

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How many payees may I have set up?
Q How many payees may I have set up? 
A

You may have as many payees as you wish.

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Can I edit payee addresses?
Q Can I edit payee addresses? 
A

No. You will have to set up a new payee with the correct address and delete the old one.

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Do you have an online banking demo I can view?
Q Do you have an online banking demo I can view? 
A

Yes!  Click here to view the online banking demo.

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Online Banking Business:
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Can more than one user access the accounts for my business?
Q Can more than one user access the accounts for my business? 
A

Yes. Online Banking Business provides administrative functionality that allows the designated account administrator to grant access to additional users. There is no limit on the number of users that can access your online account.

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Can wire transfer and ACH capabilities be setup with dual control?
Q Can wire transfer and ACH capabilities be setup with dual control? 
A

Yes. The account administrator has the ability to restrict the capabilities of any user. With this ability, dual control can be accommodated for all functions.

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How far in advance should ACH batches be initiated?
Q How far in advance should ACH batches be initiated? 
A

In order to ensure that the funds in an ACH batch reach their destination, you need to initiate the batch by 4:00PM MST one day prior to the effective date. The transaction will not post to your account until the effective date.

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Are there any time restrictions for wire transfers?
Q Are there any time restrictions for wire transfers? 
A

Yes. To be included on the current day's business, a wire transfer must be initiated by 1:00PM MST.

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Do you have an online banking demo I can view?
Q Do you have an online banking demo I can view? 
A

Yes!  Click here to view the online banking demo.

 

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e-Statements:
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What are e-Statements?
Q What are e-Statements? 
A

An electronic version of your bank statement is called an “e-Statement” and an electronic version of a bank notice is called an “e-Notice”. Together “e-Statements” and “e-Notices” are “e-Statements”. You can view, print and download e-Statements right from your computer.

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What are the benefits of e-Statements?
Q What are the benefits of e-Statements? 
A

The benefits of e-Statements include:

  • Receive your statement or notice electronically instead of via the U.S. Postal Service. Avoid the wait for traditional mail and end paper clutter.
  • Available on personal and business accounts
  • Secure – confidential financial information is not emailed to you, just an email notice that your e-Statements are ready to be viewed.
  • You may store your statements or notices electronically — no more paper to store.
  • It’s fast, easy and free!
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What is needed to access e-Statements?
Q What is needed to access e-Statements? 
A

You will need Internet access with email capabilities in order to receive electronic statements. It is recommended you have Microsoft Internet Explorer 7.x or higher. Other supported browsers include: Firefox 3.x or higher and Mac Safari 1.0 or higher. Mac Safari is the only internet browser supported for Mac PCs.

Adobe Acrobat Reader version 6.0 or higher is also required in order to read the statements.

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Will my e-Statements have the same information as the paper version I previously received?
Q Will my e-Statements have the same information as the paper version I previously received? 
A

Yes, your e-Statement and e-Notices will contain all the same information as the paper versions including check images and any important notices from Mountain West Bank.

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Will I continue to receive my paper statement or notice in the mail?
Q Will I continue to receive my paper statement or notice in the mail? 
A

You will receive your statement and notices via email and US Mail the first month after enrollment. After that, they will be delivered solely via email notification.

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When can I view my e-Statements?
Q When can I view my e-Statements? 
A

Customers receive notification via email that their statement or notice is ready for viewing. Simply click on the secured attachment in the email notification or log in to your Online Banking account at www.mountainwestbank.com. Enter your Online Banking User ID/Password then click on the e-Statements/e-Notice tab to view your list of statements available.

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How do I enroll in e-Statements?
Q How do I enroll in e-Statements? 
A

If you are a current Online Banking customer, select the e-Statements tab and follow the prompts to enroll. If you are not an Online Banking customer, click here to complete the Online Banking enrollment form. After you receive your User ID & password, select the e-Statements/e-Notice tab and follow the prompts to enroll.

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How long are the e-Statements available for viewing?
Q How long are the e-Statements available for viewing? 
A

Access up to 60 days of e-Statements for each account enrolled. It is your responsibility to retain your e-Statements by printing the PDF attachment or by saving the PDF file to your hard drive or other storage medium.

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What if I accidentally delete my e-Statements email notification? Can I still view them?
Q What if I accidentally delete my e-Statements email notification? Can I still view them? 
A

Yes. Access the e-Statements/e-Notice tab via Online Banking within 60 days.

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How do I save my e-Statements for future reference?
Q How do I save my e-Statements for future reference? 
A

Your e-Statements can be retained by printing the PDF attachment or by saving the PDF file to a folder on your hard drive or other storage medium.

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Can I request older statements or notices if I didn’t save them?
Q Can I request older statements or notices if I didn’t save them? 
A

Yes, please contact your local branch or a Customer Service Representative at 800-641-5401.

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Is my financial information secure?
Q Is my financial information secure? 
A

Yes, your information is protected with the latest security features (128-bit encryption) and requires a password to access the information. A security phrase only known by you is used as an additional layer of protection. This ensures that your private information stays private!

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May I grant access to additional recipients (i.e. my accountant, trustee, Power of Attorney, etc.)?
Q May I grant access to additional recipients (i.e. my accountant, trustee, Power of Attorney, etc.)? 
A

Yes. You will have the ability to establish three additional recipients to receive your e-Statements. 

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How do the additional recipients access my e-Statements?
Q How do the additional recipients access my e-Statements? 
A

It is your responsibility to establish and maintain their ID, password and email address. If they forget their password, or become locked out, they must contact you to obtain access again.

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What if my email address changes?
Q What if my email address changes? 
A

To continue receiving the email notice of your latest e-Statements, you will need to update your email address via Online Banking. Click on the Options tab to update this information. It is important to maintain a current email address.

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Who should I contact if I can't access or don’t receive my e-Statements?
Q Who should I contact if I can't access or don’t receive my e-Statements? 
A

If you cannot access your e-Statements or you forget your password, you can contact us through our Secure Message on Online Banking or call 800-641-5401.

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How do I discontinue e-Statements?
Q How do I discontinue e-Statements? 
A

Contact us through our Secure Message on Online Banking or call 800-641-5401.

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What is Adobe® Reader™ and why do I need it?
Q What is Adobe® Reader™ and why do I need it? 
A

Adobe® Acrobat® Reader™ is free software used for viewing and printing electronic forms. You will need this software installed on your computer in order for your computer to download, display or print your statement and images. Click to download the latest version of Adobe® Reader™.

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Do you have an online banking demo I can view?
Q Do you have an online banking demo I can view? 
A

Yes!  Click here to view the online banking demo.

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