FAQ

What if I do not see my Authentication Image when prompted for my password?

The most common reason for the Authentication Image not appearing is because the Access ID was mistyped. Verify that you are entering your Access ID correctly (it is case sensitive). If this does not fix the problem, contact Customer Support for assistance.

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How do I get a bank statement if I am enrolled for paperless statements?

You can access up to 18 months of statements using NVB Online Banking. Online Banking contains an electronic copy of the exact statement you would have received in the mail.

You can access your statements by logging in to your online banking account and selecting the account number you wish to view. From this screen, look for the menu button entitled "Statement". Select the document type you wish to view and adjust the Date Range if desired. Then click "Submit". You may then click on the hyperlink of the Statement you wish to view or click on the Save icon.

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What is the difference between an Express & Scheduled Transfer?

After submitting an express transfer, it will show immediately on your online banking and is a ONE TIME transfer.

A scheduled transfer can be scheduled in advance and can be recurring. This type of transfer will not show on your online banking until after the system updates at night. For example, if you create a scheduled transfer for Tuesday, it will not show on your online banking until late Tuesday night and will post for Tuesday's business.

Both types of transfers must be submitted by 6:00 p.m. CST for it to be processed on the same business day. Transfer submitted after 6:00 p.m. CST will be posted on the next business day (or on the scheduled transfer date if it is a future-dated transfer).

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How do I enroll in NVB Bill Pay?

To enroll in NVB Bill Pay, you will first need to log into you Online Banking account. From the LIST OF ACCOUNTS screen, you will need to click on the text "Enroll in NVB eBill Pay" (located towards the top of the webpage). You will be prompted to enter a User Name and Password (this needs to be the exact same as your Online Banking Access ID and password). Follow the prompts to complete enrollment.

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Why am I having problems opening my statement online?

NVB Online Banking requires Adobe Acrobat to view statements online. If you do not have Adobe, or have an outdated version, visit adobe.com for a free download of Adobe Reader. If you continue to have problems after downloading the newest version of Adobe Reader, please contact our Customer Support Center.

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How do I export transactions from my online banking?

You have access to 18 months of transactions that can be exported into Quicken, Quickbooks, Microsoft Money, or Excel.

1. Log into online banking 
2. Click on the account you wish to view
3. Under the Transactions menu, select All Transactions
4. A popup box will appear with the heading “Transaction Activity”. On the bottom left side of the Transaction Activity box (above “Pending Activity”), you will see a hyperlink for Export Transactions, click on this link
5. Select the date you wish to export, or select Custom and enter a specific date range
6. Select the Export Format
7. Checkmark the account(s) you wish to export transactions from
8. Click Export
9. Once the Export Status shows 100%, click Download Export
10. Choose whether to open the file or save it to your computer

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Why should I use NVB Mobile?

NVB Mobile provides you with real-time convenience that cannot be matched by any other service. You will be able to access you account information, transfer money between accounts and find the nearest branch/ATM location, all from the palm of your hand. Situations where it can really come in handy:

• When you're getting ready to buy a new tv, play it safe & quickly check your account balance to make sure you have enough money before you purchase it.
• When you're at the checkout and realize your groceries cost more than you expected, transfer money between accounts to avoid costly overdraft fees.
• When you're sitting in the waiting room, get in tune with your spending habits by reviewing your transaction history.
• Going out this Friday night and realize you need some cash? Find our nearest ATM.

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Is there any cost for NVB Mobile?

Our mobile banking service is completely free*! Whether you're texting, using a mobile browser, or downloading our app, we won't charge you a penny.

*Message and data rates may apply - check with your mobile carrier for information about their fees.

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I never received an Activation Code - what now?

If you have requested an Activation Code more than once and never received the code, please contact your service provider and ask them to allow Short Code Messages as a part of your Texting Plan. The Short Code for NVB Mobile is 96924. Once this is enabled, you will need to request the Activation Code again from your Online Banking account.

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Is Mobile Banking safe?

Yes, your smart phone (such as an iPhone, Android and Blackberry) have a very controlled and secure operating system. Additionally NVB Mobile uses the same secure features as Online Banking:

• 128 bit SSL encryption, which basically encrypts and protects any transmission of data including customer account information
• Firewalls, which protect against unauthorized or malicious intrusion
• Username, Passwords, & Security Q&A authentication are required to access you accounts. Your NVB Mobile account will be locked after multiple invalid attempts to prevent unauthorized access.

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What if my phone gets lost or stolen?

You can disable your phone's access to NVB Mobile at any time from within Online Banking. You can also contact our Customer Support Center to have your phone disabled from NVB Mobile. Regardless of what you do, rest assured that your mobile banking access will remain safe and secure!

• No personal information from your Mobile Banking account is ever store on the phone.
• Your password is never stored.
• Your login session automatically times out in less than 10 minutes of inactivity.

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I already have Online Banking, why would I want Mobile Banking?

Convenience is the main benefit of NVB Mobile. Do you ever leave home without your mobile phone? How often do you carry a computer with you while grocery shopping? Plus, NVB Mobile offers access to your accounts without needing an internet connection.

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Why do I need Online Banking to use Mobile Banking?

Online Banking provides you with a robust suite of account management - balance & transaction information, transferring money, bill payment, access to view/print statements, and more! Mobile Banking accesses only the basic capabilities: balance & transactions, transfer money, and find a branch/ATM location. Additionally, the Mobile Banking enrollment, login credentials, and security authentication all occur within your Online Banking account.

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What are the Text Commands for NVB Mobile?

Send messages to: 96924

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Do I need a special phone to use NVB Mobile?

No special phone required! NVB Mobile will work with virtually any phone.

• You can use NVB Mobile Text if your phone allows text messaging
• You can use NVB Mobile Browser if your phone can browser the Internet
• You can download our free app if you have an iPhone, BlackBerry or Android

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Can I use NVB Mobile on my iPad or tablet?

Currently NVB Mobile requires a phone number for activation. This means that it will not work on an iPad or tablet. We will notify all customers when this capability is available.

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What do I do if I get locked out of NVB Mobile?

Contact our Customer Support Center during business hours to have your access unlocked.

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How do I log off of the Android app?

You can log off by clicking the "Menu" button on your Android phone and selecting "Log Off".

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How does a Debit Card work?

Using an NVB Debit Card is similar to making purchases with cash or check, only it's safer and more convenient. When you use your Debit Card funds are automatically debited from your NVB Checking Account, usually within one to four days. These transactions will appear on your account statement for easy record keeping and budgeting.

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Should I choose debit or credit?

When you swipe your debit card, you may be asked to specify "debit" or "credit". Regardless of your choice, funds will be automatically deducted from your NVB checking account. Running your card as a "debit" will require you to enter your PIN (Personal Identification Number). Running your card as a "credit" may require you to sign for your purchase.

"Debit" (PIN) transactions are treated as cash. To protect your privacy and liability, limit the use of your PIN to cash-back and ATM transactions. "Credit" (signature) transactions insure additional fraud and dispute protection through the MasterCard system. If your card is lost or stolen, there is 0% liability for credit (signature) transactions. Whenever possible, always request "credit" for making purchases. Ask your cashier for help running your card as a credit if you are automatically prompted for a PIN when making a purchase.

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Where can I use my Debit Card?

Your NVB Debit Card can be used anywhere worldwide that accepts MasterCard debit*. Use your card for purchases in store,  online, by phone, or at the gas pump. Access cash by requesting cash back with your purchases in store or at any ATM displaying the MasterCard, Pulse or Exchange symbols.

*Make sure to notify the bank if you are going to be traveling to a different state or country. Fraud prevention tools are in place which could impact your ability to use your card if the bank is not notified prior to your travels.

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How is an NVB Debit Card different from a Credit Card?

Debit card purchases and withdrawals are automatically deducted from your NVB checking account. These transactions will show on your account statement and online banking for easy record keeping. It works similarly to carry cash or writing a check but is safer and more convenient.

Credit card purchases accumulate on a monthly bill, deferring payment until the bill comes due. If the bill is not paid in full, your balance will be charged interest and added to your card balance. When used responsibly, credit cards are a great way to establish and build your credit. Plus, when using a reward card such as our NVB Visa Bonus Rewards card, you'll earn reward points for your purchases that can be redeemed for cash, merchandise, travel, and more!

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How do I get a new Debit Card or PIN?

Contact our Customer Support Center to request a new Debit Card or PIN. Replacement card fees may apply.

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Can I choose my own PIN?

Yes. After receiving your assigned PIN through the mail, you will have 30 days to change the PIN to one of your choosing by calling the toll-free number listed on the mailer. If you have exceeded the 30-day timeframe, misplaced the PIN mailer, or forgotten your PIN, you may request a new PIN mailer by calling our Customer Support Center. Your assigned PIN will arrive in a generic looking mailing that does not list the bank's name and may be confused with junk mail.

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When will I receive my new Debit Card?

It takes approximately 7-10 days for a new card to arrive by mail. When expecting a new card, watch your mail very closely, your card will arrive in a generic looking envelope that does not list the bank's name and may be confused with junk mail.

If your card is expiring this month, a new card will be automatically ordered at the beginning of the expiration month. It will be sent through the mail and should be received before the month ends. If you do not receive your new card by the end of the expiration month, please notify our Customer Support Center.

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How do I report a lost or stolen Debit Card?

Immediately contact our Customer Support Center (7:30 a.m. -5:30 p.m. Monday through Friday) or after hours service line (800-554-8969). If using the after hour service line, you will need to contact our Customer Support Center in order to request a new Debit Card be issued.

Customer Support Center
Maryville - 660.562.3232
Mound City - 660.442.3131
Savannah - 816.324.3158
St. Joseph - 816.364.5678
Toll Free - 877-217-4NVB (4682)

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Do I need to notify the bank that I am traveling?

Yes, fraud prevention tools are in place which could impact your ability to use your card. If you are going to be traveling to a different state or country, it is very important that you notify the bank prior to leaving and update your contact information in case issues arise with a card purchase. If you forget to notify the bank prior to leaving, simply contact our Customer Support Center during your travel.

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Do I need to notify the bank that my Debit Card is about to expire?

No. A new debit card will be automatically ordered at the beginning of the expiration month. It will be sent through the mail and should be received before the month's end. Your card will be valid through the end of the expiration month. It is important to watch your mail closely during the expiration month - your new card will be mailed in a generic envelope that does not list the bank's name and may be confused with junk mail.

If you have not received your new card by the end of the expiration month, please notify our Customer Support Center.

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May I request more than one Debit Card for the same account?

Each account owner or signer is allowed to have one card per account.

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Are there any fees for using an NVB Debit Card?

There are no debit card fees for making purchases with your card, getting cash back with a purchase, or when using an NVB ATM. However, fees will be assessed when a card is used at a non-NVB ATM*. 

List of NVB Fees: 

     $1.50 for withdrawals at a non-NVB ATM 
     $1.50 for balance inquiry at a non-NVB ATM
     $1.00 for a denied transaction at a non-NVB ATM
     $7.50 for a replacement card   
 
*Interested in free ATM transactions nationwide? Check out or FREE Reward Checking account!

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Can I apply for a credit card online?

You can easily apply for an NVB Credit Card online by Clicking Here. You may also access this link by viewing any of our credit card webpages and clicking the last bulleted feature which says "Learn more or Apply Now".

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How do I access my credit card statement online?

Easily access your credit card statements, view recent activity, pay your bill, and redeem reward points all by logging in to "NVB Credit Cards". You can find this login in multiple areas of the website:

1. On the homepage login area next to the main advertisement images. Click on the drop down arrow next to "NVB Online" and select "NVB Credit Cards". Click "Go" and you can setup your online credit card account or log in to an existing account.
2. Single click on "Online" in the header of any page. This will open a login box with a drop down arrow next to "NVB Online". Click the arrow and select "NVB Credit Cards". Click "Go" and you can setup your online credit card account or log in to an existing account.
3. Go to any of our credit card product pages on the website. At the bottom of the "Features" area, click on the "Log In" button and you will be taken to the Credit Card login area where you can setup your online credit card account or log in to an existing account.
4. If you are already logged into your NVB Online Banking account, you can click on "NVB Visa Credit Card" at any the bottom of the page.

 

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Does the bank need to know when I am travelling?

Yes, fraud prevention tools are in place which could impact your ability to use your card. If you are going to be traveling to a different state or country, it is very important that you notify the bank prior to leaving and update your contact information in case issues arise with a card purchase. If you forget to notify the bank prior to leaving, simply contact our Customer Support Center or 24-hr service line (800-558-3424) during your travel. 

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How are the tiered interest rates calculated?

If all three requirements are met, the first $25,000 earns the highest bonus interest rate, while all balances over that amount earn the lower bonus interest rate. If the requirements are not met, the account functions as a free checking account, earning the base interest rate. The base and bonus rates may change at the bank's discretion - view our current rates.

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How are the debit card and ACH transactions tracked?

Qualifying debit card purchases* and ACH transactions must post and clear by the night before the qualification cycle ends. The Reward Checking account cycle ends on or before the 20th of the month, if the 20th falls on a weekend or holiday, the cycle will end on the business day prior to the 20th. Click Here to see a complete list of this year's cycle end dates. Transactions that post on the day the qualification cycle end will be counted towards the next qualification cycle.

*Qualifying debit card purchases may be run as a debit or credit and are for purchases only, ATM withdraws and debit card refunds do not count. 

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How are ATM refunds obtained?

If all three requirements are met, all transaction surcharge fees within the United States will be automatically refunded up to $25 per statement cycle. ATM transactions made outside the United States will only receive refunds on fees charged by NVB.

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Will failing to meet the requirements during one qualification cycle prohibit qualifying for rewards in subsequent months?

No, each qualification cycle represents a new qualification period. Excess transactions cannot be "carried forward".

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Do I have to look at my statement online in order to meet the qualifications?

No, as long as you maintain an active online banking account you do not have to view your online statements. In order to keep your online banking active, you must successfully log in to your online banking at least once every 6 months.

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Can I open a Reward Checking account if I do not own a computer?

Yes, as long as you have a valid email account and are able log in to your online banking account at least once every 6 months. Public libraries provide internet access or you may use the computer of a trusted friend or relative. If you do not have a valid email account, a free email account may be set up through a service provider such as Yahoo or AOL.

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If I already have an NVB checking account, do I have to open a new account to have a Reward Checking account?

No, with your signed authorization we can change your existing account type to a FREE Reward Checking account. You may continue using your existing account number, checkbook, and debit card. When your account type is changed, your statement cycle may change.

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May a customer have more than one Reward Checking account?

Yes, there is no limit on how many Reward Checking accounts a customer may open. However, each account has its own set of requirements that must be met to earn the bonus interest rate and ATM refunds. If the 3 requirements are not met for any account, that particular account will not earn the bonus interest rate or ATM refunds for that qualification cycle.

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How much does it cost to stop payment on a check?

The cost to stop payment on a check is $25 per stop. Stop payments are valid for 6 months. You may request a stop payment by contacting our Customer Support Center or stopping by any Branch.

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