Online Banking Frequently Asked Questions

This content provided on this page is intended for informational purposes only; the services described are governed by the terms and conditions of the applicable agreement

Accessing Online Banking

Transactions

eStatements

Alerts

Spending Reports

Bill Pay

Person to Person Payments through Bill Pay (Popmoney)

Bank-to-Bank Transfers through Bill Pay (A2A)

 

 

Accessing Online Banking

Q: How often do I need to access online banking?
A: In order to keep your online banking account active, you will need to log on at least once every 60 days.

Q: If I forget my password, how can I get access to my online banking account?
A: Click on the "Forgot Your Password?" link and your password will be emailed to you. You will be prompted to change your password the next time you log in.

Q. What if I don't receive my eStatement notification email?
A:
Please call our Customer Service Department at 515.222.2360 or 1.800.810.2301 for assistance. Available Monday-Thursday 8AM-5PM, Friday 8AM-5:30PM and Saturday 8AM-Noon.

Q: What if I have forgotten my Online Banking Access ID?
A: Please call our Customer Service Department at 515.222.2360 or 1.800.810.2301 for assistance. Available Monday-Thursday 8AM-5PM, Friday 8AM-5:30PM and Saturday 8AM-Noon.

Transactions

Q: How long is my transaction history available?
A:  Using the Transactions menu, you may view recent transactions or transactions from your previous or current statements. You may also view and export transaction history using the All Transactions feature in the Transactions menu. Transaction history was expanded as of April 1, 2011 and will continue to build for a maximum of 30 months.

Q: Am I able to export my transactions into any personal financial software program?
A: Yes, Online banking supports Quicken®, QuickBooks® and Microsoft Money®. You may also export your transactions to a Spreadsheet application (.csv) file. To export your transactions, log onto online banking. After selecting the account you wish to export, go to the Transactions menu and:

  • Select All Transactions
  • Chose Category if desired - Income, Expenses, and other categories are available
  • Chose Sort By fields if desired
  • Enter Date
  • Enter Amount, Check Number, and Transactions per page if desired
  • Select Display

This will return a list of applicable Transactions available for Export. To export all transactions simply check the box beneath Export in the display menu or select individual transactions for export. Choose an Export format from the drop down menu, and click Export.

Quicken and QuickBooks are registered trademarks of Intuit Inc.


eStatements

Q. What is an eStatement (electronic statement)?
A: An Electronic Statement allows you the ability to receive an electronic version of your statement instead of receiving a paper statement in the mail. It is a faster and more environmentally friendly alternative to receiving a traditional paper statement. By signing up for eStatements you can help protect your identity by reducing the possibility of your paper statement being lost or stolen in the mail.

Q. How do I sign up for eStatements?
A: Click on the Sign Up for eStatements button on the homepage and login to Online Banking. Then, follow the prompts to sign up.
If you have previously declined eStatements in the past, you can still sign up. Simply log in to Online Banking, go to 'User Options' then select 'Edit' in the eStatement Enrollment box. You can now choose the accounts to receive eStatements.

Q. How long will I have access to my eStatement?
A: Your eStatements will be available for 18 months. You may also print or save your statements on your computer so that they will be available for viewing for a longer period of time.

Q. Will I continue to receive a paper statement in the mail?
A: No. By signing up eStatements you elect to discontinue the process of having a monthly paper statement sent to you via postal mail.

Q. Is my statement information safe?
A: Your privacy and security is a priority for us at West Bank. Your eStatement is stored on a secure server and delivered to your browser using 128-bit encryption.

Q. Is there a fee for eStatements?
A: No, eStatements are FREE!

Q. Which accounts are eligible for eStatments?
A:All of your checking and savings accounts are available for electronic delivery.

Q. How will I know when my eStatement is ready to view?
A: You will be sent a notification email each month alerting you that your statement is ready to view. Simply log in to Online Banking and go to 'Documents' to retrieve your eStatement.

Q. What if I change my e-mail address?
A: You can update your email address by logging into Online Banking and selecting 'User Options'. Or, you can notify us by calling our Customer Service Department at 515.222.2360 or 1.800.810.2301.

Q. What if I no longer want to receive an eStatement?
A: You may switch back to paper statements by contacting our Customer Service Department at 515.222.2360 or 1.800.810.2301.

Alerts

Q: What is an Alert?
A: Alerts are notifications sent to you when certain account events occur. For example, you could set up an alert to notify you anytime your account balance drops below a certain amount. Alerts will be sent to the email address on file. Additionally, if you have any unread messages, you will be notified on your Online Banking landing page. You will see a message similar to this: “you have X unread messages”. Alerts are for informational purposes only.  Alerts are not intended to replace your account statements.

Please refer to your West Bank Online Banking Access Agreement for details regarding Alerts.

Q: How do I set up account alerts?
A: You can set up Account Alerts for your checking accounts. To set up an Account Alert, login to Online Banking, go to My Alerts button or the alert message link. From here you can add new alerts or see alerts that have already been sent. To set up an Alert for your account, simply click My Alerts, then Checking events. Select "Set up New Alert", then select the type of Alert you want to receive from the drop down menu. Next, you'll be asked to establish the criteria for your alert (i.e. the dollar amount for your low balance alert), select Finish button to complete set up. See Alerts Tutorial Video for complete step-by-step instructions.

Your Alerts will notify you via email or text message of important account activity such as:
-    Low account balances
-    Deposit made
-    Check cleared

Q: When will I get my Alert?
A: Alerts are sent daily, Tuesday through Saturday, based on account activity occurring on the prior Business Day. Please understand that Alerts will not be sent on a “real time” basis, and that all Alerts are sent AFTER the triggering event has taken place and been completed. Alerts are simply after-the-fact reminders and will not, nor are they intended to, prevent any event or transaction from taking place.

For Step-by-Step instructions, watch our Alerts Tutorial Video.


Spending Reports

Q: What is a Spending Report?
A:  The Spending Report is available on your online banking landing page and is a fantastic tool help manage your money. Every time you pay bills or use your debit card, your payment is coded to a budget category. As you go through the month, the easy-to-understand pie chart tell you how much you spent in Automotive, Groceries, Medical and other types of purchases. Each spending category is represented by a color – the larger the slice, the more dollars that have been spent in that category. Spending Reports are intended solely to help you budget your money, and track your expenses. 

Q: How are my transactions categorized?
A: Your transactions are automatically categorized based on the merchant or store type, not your individual purchase. Therefore motor oil purchased at a grocery store will show up in the “Groceries” category. However, you can easily change the category for a specific transaction.

Q: How do I change a category for a transaction?
A: You must go your account’s All Transactions menu. Find the transaction you wish to change the category for and use the drop down menu to select an appropriate category.

For Step-by-Step instructions, watch our Spending Reports Tutorial Video.

 

Bill Pay

Q: What is Bill Pay?
A: Bill Pay lets you pay your bills online through West Bank. You can pay anyone in the United States that you would normally pay by check or automatic debit, even if you do not receive bills from the company or person you want to pay.

Quick Facts about Bill Pay

  • You can pay all of your bills at the Payment Center. You can also see a summary of your recent and pending payments.
  • You can receive some of your bills online in Bill Pay. You can view and pay these bills at the Payment Center. 
  • You can set up automatic payments to pay your electronic bills or to automatically schedule payments of a set amount at regular intervals. 
  • You can review your bills and payments for the past 18 months.

Q: How do I sign up for Bill Pay?
A: Login to your Online Banking account and select the account you wish to pay bills from using the Accounts List. Next, select the Bill Pay button. Follow the Get Started prompts on the screen to begin using Bill Pay.

Q: What is the monthly charge for online bill pay?
A: Online bill pay provides fast and secure financial control for your bill payment transactions from your primary checking account and it’s FREE. 

Additional FAQs for Bill Pay, Bank to Bank Transfers & Person-to-Person Payments can be found under Bill Pay in your Online Banking account.

Please refer to your Online Bill Payment Service Agreement for the Terms and Conditions which govern the use of Bill Pay.

For Step-by-Step instructions, watch our Bill Pay Tutorial Video.


Person to Person Payments through Bill Pay (Popmoney)

Q: What is Popmoney?
A.
Use Popmoney to pay anyone you know, or owe – it's the easy way to send and receive money directly from your West Bank account. Popmoney is accessed through your Online Banking Bill Pay. Pay your rent or send money to your kids away at college – it's safe and secure and all you need is an email address or mobile phone number.

Q: Does the sender or recipient pay a fee for using this service?
A: If you send money to someone, you as the sender will incur a $0.50 transaction fee per payment. The recipient does not pay a fee.

Q: How does a person receive money from me?
A: When you send money to someone, they will receive an email or text message.

If their bank offers Popmoney, they can log in to their bank account and direct the funds there. If their bank does not offer Popmoney, they can provide your bank account information at Popmoney.com, and their money will be sent to that account.

If they do not provide their account information, the payment will be automatically returned to your account.

Money sent directly to a bank account will be automatically deposited. No action is required by the recipient.

Q: Can I cancel a payment?
A:
You can cancel a payment while it is in the "Pending" status by selecting "Cancel" from the payment history.

Q: When will the recipient receive the funds?
A: Funds will normally be available to the recipient on the next business day if you are sending money to someone who has used Popmoney and has selected the Automatic Deposit option. Funds will also be available on the next business day if you have provided your contact's bank account information. Otherwise, your payee can retrieve the payment by following the link in the email or text notification and providing the required information about the account to be credited.

Q: When will funds be deducted from my account?
A: If you make a payment before 7:00 p.m. Pacific time on a business day, the funds will be debited from your account on the on the same day.
If you make a payment after 7:00 p.m. Pacific time or on a non-business day, the funds will be debited from your account the next business day.

Q: When I send money to someone who has never used this payment service before, how many days do they have to claim that money?
A: Someone who has never registered for our payment service has 10 calendar days to register and claim the money before the payment expires. When a payment expires, the funds are returned to the sender.

Q: What are the payment limits?
A: Many users can send up to $1,000 per day but no more than $1,000 per week. Transaction limits may vary and can change at any time. You can click the help icon next to the Amounts field to view your available limits.

Q: What information do I need to know about the person I wish to send money to?
A: Popmoney allows you to send money to anyone, using only their name and e-mail address or mobile phone number. We will only use the e-mail address or mobile phone number to notify the recipient of the payment and how to claim the money. The money is sent directly from your account to their account.

Q: Is it secure?
A: As always, the security of your money, and your information, is our top priority. Payments are processed using industry-leading security standards to protect your information and your money.

Q: Can I pay people outside the U.S.?
A: Currently, Popmoney is only available for use between banking accounts and registered users residing in the United States, as well as military personnel with an APO address.

*Popmoney personal payments services are provided by CheckFreePay Corporation, a licensed money transmitter. Person-to-Person payments are only available for use between banking accounts in the United States. International payments are not permitted.

Please refer to your Popmoney Person-to-Person Payments Service Agreement for the Terms and Conditions which govern the use of Popmoney.


For a Step-by-Step instructions, please watch the Person-to-Person Payment Tutorial Video.

Bank-to-Bank Transfers through Bill Pay (A2A)

Q: How do Bank-to-Bank Transfers work?
A:  To use this feature, you must first set up an external account (the account that will receive money you transfer) using the Transfer Money tab in Bill Pay. Setting up your external account is a one-time process. Once your external account has been verified, you can transfer money to and from your West Bank account with a few clicks. The one-time process to set up your external account is a three step verification process. During the verification process two small trial deposits will be made to your external account. You are then required to verify the amount of the test deposits to complete the external account set up.

  1. To set up your external account, go to Bill Pay in Online Banking. Next, go to Transfer Money and then Add an Account. Enter required Account information for the external account.
  2. Wait at least two business days before continuing on to the next step.
  3. Log in to online banking for your external account and locate the two trial deposits.
  4. Return to Bill Pay in West Bank Online Banking. Go to Transfer Money again and enter the amount of the trial deposits to verify the accounts.

For step-by-step instructions to set up an External Account, watch the Bank-to-Bank Transfer Tutorial Video.


Q: What is the fee for a Bank-to-Bank transfer?
A: There is a $2.00 per transaction fee to transfer money from your West Bank account. There is no fee to transfer money into your West Bank account.

Q: Can I transfer money to a bank outside of the United States?
A:
No, Bank to Bank transfers through Bill Pay are available with financial institutions residing in the United States only. International transfers are not permitted.

Q: After I set up an external account, how long does it take for the Transfer to occur?
A: Transfers are typically deposited in your To account on the transfer date. Transfers may be delayed three to five business days depending on the transfer amount or the selected From account. The calendar will show the earliest available date you can make a transfer.

Q: What are the transaction limits for Bank-to-Bank Transfers through Bill Pay?
A: Your transfer limits are shown in the Make a Transfer section next to the amount you want to transfer. Your transfer limits are determined based on information that we received from the consumer credit reporting agency that verified your information when you enrolled. If you try to transfer an amount that is higher than your limit, you will receive a message about you how much money you can transfer.

Q: How long does it normally take for a transfer?
A:
The calendar shows the earliest available date you can make a transfer. The Transfer Date is the date that the money is withdrawn from the From account. Transfers are typically deposited in your To account on the transfer date. Transfers may be delayed three business days depending on the transfer amount or five business days depending on the selected From account. Your transfer limits are determined based on information that we received from the consumer credit reporting agency that verified your information when you enrolled.

Q: What is a repeating Transfer?
A: The automatic transfer of a specified amount of money from one account to another based on a schedule that you set up. For example, you may want to set up a repeating transfer schedule to automatically transfer $500 from your money market account to a checking account at the end of each month.

Quick Facts About Repeating Transfer Schedules
You need to make three decisions that determine the frequency and duration of the transfers:

  • When do you want to schedule the first transfer?
  • How often do you want to transfer the money?
  • When do you want to stop scheduling the transfers?

When you set up a transfer schedule, the transfers are automatically scheduled for the duration you choose or until you cancel the repeating transfer.

For step-by-step instructions to set up an External Account, watch the Bank-to-Bank Transfer Tutorial Video.

Please refer to your A2A Account-to-Acount Transfer Service Agreement for the Terms and Conditions which govern the use of A2A .