FAQ

Use NVB Online Banking to check your accounts and Care-free Card balances. Log In to Online Banking (or enroll) while on any page of the website.

• The homepage (nvb.com) displays a box for you to Log In or Enroll Now.

By changing the dropdown from “NVB Online Banking” to another selection, you’ll also be able to use these log in areas to check your:

• NVB Credit Card
• NVB Investments with LPL
• NVB Business Services such as Cash Management, Online Deposit, Business Bill Pay, and more

When a representative of Nodaway Valley Bank sends you an email it is possible that you will see a link to an online secure message portal. This happens when an individual’s email address is not hosted by a secure email server.

All you need to do is simply click the link provided by Nodaway Valley Bank within the email you have received. This will take you to the online secure message portal where you can create a user name and password for sending and receiving secured messages with Nodaway Valley Bank. This username and password is unique to this application and is not tied to any other accounts.

Unencrypted emails can be intercepted and read by parties other than the intended recipient. The secure message portal uses encryption to safely transmit your email to Nodaway Valley Bank, protecting the message completely.

The total size of all attachments must be less than 15 MB. To send more than 15 MB, simply compose additional messages.

If you are not sure your e-mails are being transmitted securely, please have one of our representatives send you a secure message to verify. If communication is not secure, you will receive a link to our secure message portal.

We no longer offer Visa Reloadable Cards. Our Care-free Prepaid Card Account is a great alternative as it offers similar features.

We no longer offer Visa Reloadable Cards. Our Care-free Prepaid Card Account is a great alternative as it offers similar features.

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It is important to notify the bank immediately upon noticing your card is lost/stolen. To notify the Bank after hours, contact 877-217-4682. During banking hours, contact our Customer Support Center or visit any Nodaway Valley Bank branch.

A new card may be picked up immediately at any Nodaway Valley Bank branch or you may request the new card be mailed by calling our Customer Support Center.

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.

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.

You may visit any Nodaway Valley Bank branch to pick up a new debit card or create a new PIN. If you can’t visit a branch, simply contact our Customer Support Center for a new card to be mailed to you. Replacement card fees may apply.

If you cannot visit a branch, you can call 877-406-3582 to reset a PIN.

New cards may be requested and picked up the same day by visiting any Nodaway Valley Bank location.

If a new card is being mailed, it takes approximately 7-10 days to arrive. 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.

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.

When you use 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.

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.

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 using 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 credit card with rewards, you’ll earn reward points for your purchases that can be redeemed for cash, merchandise, travel, and more!

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

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 our Free Reward Checking account!

• PIN and Signature Purchases per calendar day $5,000
• ATM per calendar day $1,500
• PIN/Signature/ATM have a combined daily limit of $6,500

To change a card limit, please call 877-217-4682.

The daily limit can vary based on transactions that are pending on your debit card. Even transactions that you did on a previous day could still be pending and impact your limit. If you’re concerned about surpassing your daily limit, it’s best to call our Customer Support Center for assistance.

Yes, you can easily apply for an NVB Credit Card online by clicking here or visiting our credit card webpage and clicking the “Apply Now” button.

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 use these contact numbers: 24-hr Assistance NVB Credit Cards (Visa & American Express)— Consumer 800-558-3424 / Business 866-552-8855

Apple Pay is Apple’s new, innovative payment technology that adds convenience and security to your payment methods. It offers swipe-free payment so your card never leaves your hands. Plus it never reveals your card number to the merchant, whether pay online or in-person.

When your card is added to your device, a unique Device Account Number is assigned, encrypted and securely stored instead of your actual card number. When you make a purchase, instead of using your card number, Apple Pay uses the Device Account Number along with a transaction-specific dynamic security code to process your payment. For more great information, visit apple.com/apple-pay.

Your Nodaway Valley Bank credit cards (Visa and American Express) cards can be used with Apple Pay. This include Business credit cards.

Your Nodaway Valley Bank debit cards (MasterCard) can also be used with Apple Pay. This includes the Care-free Card and Business Debit Cards.

Check apple.com/apple-pay for the most up-to-date list of eligible devices which include the following:

• iPhone 6s
• iPhone 6s Plus
• iPhone 6
• iPhone 6 Plus
• iPad Pro
• iPad Air 2
• iPad mini 4
• iPad mini 3
• Apple Watch (paired with the above iPhones or iPhone 5, iPhone 5c, iPhone 5s)

Devices eligible for Apple Pay can go into “Settings”, “open Passbook & Apply Pay” and select “Add Credit or Debit Card.” On iPhone, you can also open the Passbook app to add a card.

When adding your card, you can choose to add the card you already have on file with iTunes® or add new cards by manually entering your card information or taking a picture of your card.

Visit apple.com/apple-pay for a recent list of merchants where payments are accepted.

You can use Apple Pay to make payments in stores wherever contactless payments are accepted. Just look for the contactless and/or Apple Pay symbol at checkout.

You can also use Apple Pay in participating merchant apps. Look for the “Buy with Apple Pay” or “Apple Pay” button at checkout within the apps.

Once your card has been added, you can hold your device near the contactless reader. Then, place your finger on “Touch IDTM” and hold the iPhone near the reader until you see “Done” and a checkmark on your screen which indicates that your payment is complete.

If “Touch ID” doesn’t work, or you do not have it enabled, you will need to enter your device passcode.

Once your card is added to your device, look for the “Apple Pay” button at checkout. Simply tap the “Apple Pay” button and review your payment information and contact details to complete your purchase.

You will see “Done” and a checkmark on the screen when your payment is complete.

Deposits made before 4:00 P.M. are posted on today’s business. Deposits made after 4:00 P.M. or on a day the bank is closed, will be posted on the next business day. To check on the status, log in to your NVB Mobile App and click on Deposits. From there you will click on Deposit History.

If you entered the wrong amount for the deposit, the bank will correct this when reviewing the deposit. Do not re-deposit the check without authorization from the bank.

Although deposits made before 4:00 p.m. on business days will be posted same day, it may not be processed immediately. Therefore, if you need immediate access to funds, it would be best to visit a branch or drive-thru to deposit the check with a teller.

Visit our Personal/Auto & Home Loan Center. The following information is usually required during the loan process. Please note that this supporting information is not required to be provided at the same time you provide your loan application.

• Copies of most recent TWO paystubs for EACH borrower
• Copies of W2 forms for the previous 2 years of EACH borrower
• Copies of last 2 years complete Personal and Business Federal Income Tax returns (if applicable) with all schedules included, YTD P&L Statement and Balance Sheet.
• Proof of additional income (Awards letters, lease agreements, etc.)
• Copies of bank/asset statements for the previous 2 months, and a copy of most recent 401k statement, or any additional investment accounts.
• Provide a copy of each borrower’s Driver’s License or state issued picture ID.
• Copy of signed “Contract to Purchase” with a copy of earnest money check
• Copy of signed sales contract when current home is being sold. HUD settlement statement when available.
• Complete copy of all divorce decrees and/or separation agreements along with all amendments.
• Bankruptcy Petition decree, schedule of creditors, and discharge of bankruptcy with letter of explanation.

No, we currently do not offer student loans.

Chips cards (also known as EMV cards) are credit and debit cards embedded with a microprocessor chip in the front of the card. The chip provides an added layer of security when used in person at a chip-enabled terminal.

Note: The chip technology does not work if you swipe your card’s magnetic strip, provide the cashier with your card number, pay online, or pay by phone.

Not all retailers have chip card readers. To ensure you can use your chip card at any retailer, it will continue to have a magnetic stripe on the back of the card. If the retailer is not chip-enabled, you will simply swipe your card using the magnetic stripe.

If you have a chip card, you will insert your card at the top or bottom of the terminal and follow the on-screen prompts.

If you do not have a chip card, you will swipe the magnetic stripe on the back of your card.

Nodaway Valley Bank credit cards (Visa and American Express) will have chips. If your credit card does not currently have a chip, you will receive a new card upon expiration of your existing card.

Nodaway Valley Bank debit cards (MasterCard) will not have chips at this time because it does not improve the payment process for you, the cardholder. Nor does the chip impact your liability for fraud.

Chip technology provides an added layer of security that helps reduce the chance of fraud when used in person at a chip-enabled terminal. It does not have an effect on fraud resulting from the card being used online, by phone, or at a terminal that is not chip-enabled.

Whether your card is chip enabled or not, you have $0 liability for fraudulent charges made with your Nodaway Valley Bank credit or debit cards when lost or stolen cards are reported promptly.

We need to verify your identity in order for you to submit a form online using an electronic signature. Return the completed form via fax or mail using the return information on the bottom of the form. You can also return the form in person at any NVB location.

Unfortunately, there isn’t a way to save a form to access again later. If you are unable to complete and sign the form, please return to Change of Address page and click the link to restart the form.

The length of time to complete a form averages about five to eight minutes depending on the request.

One signer: The time it takes to process the form will vary depending on the request.

Multiple signers: Your request will be finalized after all required signers have completed and signed their portion of the form. The time it takes to process the form will vary depending on the request.

To determine the processing time for your request/form, contact a NVB representative at 877-217-4682, using Chat With Us, or you can come also come in to a NVB location.

ClickSWITCH is an automated account switching solution that makes it easy for you to quickly and securely switch your recurring direct deposits and automatic payments from your previous financial institution account to your account at Nodaway Valley Bank (NVB).

ClickSWITCH removes the hassle of contacting all of your billers and depositors to inform them of your new account information. You input your payment and direct deposit information to our secure ClickSWITCH system, submit the switch and we’ll do the rest. You can monitor the progress of your switches by clicking on the “View Existing Switches” on the home screen of your Dashboard.

Yes. ClickSWITCH uses the latest in online encryption protection to gather and store your switch information. Additionally, our facilities adhere to the highest industry standards with regard to the security of your personal information.

Please contact Nodaway Valley Bank at 877-217-4682 or click here to Chat.

Getting started with ClickSWITCH is easy! Once enrolled, you’ll need the SwitchTRACK code provided to you during enrollment, or you can activate your ClickSWITCH account through the Welcome Email you received.

NVB will provide you with a SwitchTRACK code form when you are enrolled in the branch. You can also get your SwitchTRACK code over the phone from a banker or customer support specialist.

Please contact NVB at 877-217-4682 or click here to Chat.

You’ll need to gather all of your automatic payment and direct deposit information to get your switches started. A previous statement is a great source of information for the automatic payments and direct deposits tied to an account.

An automatic payment is a regular, ongoing payment that is initiated by your biller to your bank account, such as a monthly insurance bill, utility payment or automobile loan payment.

A direct deposit is any payment that you receive directly into your account. These could include payroll direct deposits, government direct deposits (Social Security, Disability, etc.) and dividend direct deposits from investment accounts.

Submitting a switch typically takes less than 90 seconds.

Switches are processed and sent out within 24 hours of the switch being submitted.

Once a company receives the form, automatic payment and direct deposit switches typically take 5-15 business days. Since the timeframe depends on the company receiving the switch request, it’s always a good idea to review your switch status page for the most current information regarding each switch and to continue monitoring your accounts. Timing for each switch can vary depending on the type of payment or deposit, the biller or depositor and the method needed to switch the payment or deposit.

We display the status for each automatic payment or direct deposit on the home screen under the button titled “View Existing Switches”. If a switch shows a “Completed” there’s no need to contact the biller or depositor. For switches that are marked as “Mailed” for more than 15 business days, you may want to contact the biller or depositor to confirm the status and see if the company needs additional information.

Companies require specific information to ensure your identity and to update the account information in their system.

A large number of billers and depositors are already in our system. However, if we do not have a company’s address, please use the address that is indicated on the payment confirmation or statement the company sends you. You can also typically find the address displayed in the Help or Contact Us areas of the company’s website.

If a field has an asterisk on the right, this information is required in order for the switch to be submitted. If you are in the middle of a switch, you can click “Save and Continue Later”. It will save as an “Information Needed” status and you can either log back in later when you have the required information or contact the financial institution for help.

The easiest way to check the status of a switch is to look at the “Status” column of your ClickSWITCH account. Switches that have been completed and confirmed by your biller or depositor will display a “Completed” status. Switches that are still in process will display a “Mailed” status. For switches that have a mailed status for 15 days or more, we recommend contacting the company to confirm the switch is completed or check your account.

You can easily submit additional switches any time! Simply log in to your ClickSWITCH account and click the correct tab in your Dashboard.

Monitoring your switch status is an important part of moving your account. It is advisable to keep enough money in your old account to cover each payment until the switch status for that payment has changed to “Completed,” or you’ve confirmed with your billers that your payment account information is updated in their systems.

We recommend keeping enough money in your old account to cover each payment until the switch status is “Completed.” This is especially important for any payments that might be due during the 14 days after you initiate a switch.

Occasionally, after you have submitted a switch for processing, our research team determines that the company requires you to update your banking information with them online. When this happens, your switch will show an “Action Needed” status. You may also see an “Action Needed” status if the switch is rejected for other reasons. To see the details of the action you need to take, you can click on the Edit icon in the Actions column.

If you provided an email address during enrollment and have allowed alert emails, you will receive switch updates via email. If not, you will need to log in to ClickSWITCH and view the switch status.

If the bill payment is not automatically recurring, you’re not able to use ClickSWITCH for it.

For assistance, please contact NVB at 877-217-4682 or click here to Chat.

NVB MoneyWatch is a tool that allows you to organize all of your financial information in one place. With NVB MoneyWatch, you can include all of your accounts, regardless of where they are held, giving you an integrated view of your entire financial picture.

NVB MoneyWatch can help you simplify your financial life. It can give you a clear, consolidated, up-to-date picture of your personal finances to help you and your Financial Advisor make informed, timely decisions. NVB MoneyWatch also lets you track all of your online investment, retirement, banking, insurance, mortgage, loan, and credit card accounts from a secure, convenient dashboard accessed through online banking. There is no need to visit multiple sites to get current information.
NVB MoneyWatch allows you to consolidate all of your financial resources into a single, holistic view. To gain this singular view, you should enroll all of your financial accounts. NVB MoneyWatch aggregates information from more than 18,000 data sources, so you can include assets together with liabilities, and even non-liquid assets.
NVB MoneyWatch uses the credentials you provide to log into your financial institutions’ websites to retrieve your transactions and balances.

Features:

• Dashboard: gives you a consolidated view of your assets and liabilities held online at financial institutions.
• Holdings: details your investment holdings across financial institutions.
• Accounts: lets you view all of the accounts that you have enrolled in NVB MoneyWatch.

External account information is updated in real-time. NVB account information is updated in NVB MoneyWatch on a nightly basis.

As long as you have a registered Online Banking User ID, there are several ways that you can enroll in NVB MoneyWatch. First, you can self-enroll by clicking on the NVB MoneyWatch link that will display the landing page, after which you will be presented with the Terms & Conditions. Once you accept the terms, you are automatically enrolled in NVB MoneyWatch.

NVB MoneyWatch is currently available free-of-charge to all of our clients.

NVB MoneyWatch uses industry-leading policies, practices, and technologies to protect the privacy and security of your personal information against unauthorized access or disclosure and inappropriate alteration or misuse. Data storage and transmission are protected using one of the strongest encryption methods available (128-bit SSL).

NVB MoneyWatch accepts account data from over 18,000 data sources so you can enroll all of your accounts, regardless of where they are held, and view your entire financial life right from Online Banking. You can add many types of accounts, including online investment, retirement, banking, insurance, mortgage, loan, and credit card accounts, as well as non-liquid assets such as real estate, automobiles, and jewelry. Non-liquid assets can be added as offline accounts, at your discretion.

After accepting the NVB MoneyWatch Terms & Conditions, your NVB accounts are automatically populated. Accounts to which your Online Banking User ID has access will be displayed in NVB MoneyWatch. Bank accounts may take up to two business days to populate and appear in NVB MoneyWatch.

Internal Bank accounts may take up to two business days to populate and appear in Account Aggregation.

You can reclassify your external accounts, however, internal account classifications come directly from NVB and are unable to be modified in NVB MoneyWatch. You still have the option, however, to nickname the accounts using Online Banking. These nicknames will feed into NVB MoneyWatch.

As long as NVB has online client access and we support the data source, the accounts can be tracked by NVB MoneyWatch. Please note: very few (if any) alternative assets, such as Private Equity/Hedge Funds, have online access portals and cannot be included.

From the “Add Accounts” widget, you can request the account to be added. Note: This will take time to process and is not immediate. In addition, you can add unavailable and/or non-liquid accounts as offline accounts.

Most alerts can be fixed by clicking the “Resolve” button next to the alert on your Client Dashboard. This process will allow the system to take corrective steps to fix the alert based on your input. For alerts that you cannot fix through this process, please provide your Client ID to NVB Customer Support during normal banking hours by calling 1-877-217-4NVB(4682). Your Client ID can be found on the Settings page at the top left, and within the pop-up window when “Contact Customer Support” link is clicked at the bottom of the Dashboard page.

You can disable email alerts so that you do not receive emails when an account harvesting failure alert is outstanding. This can be done by setting the alert frequency to “Never” on the Profile screen. You cannot disable the Alerts completely, however, as they are used to troubleshoot issues with your aggregation services.

Once you have added the accounts, if your profile still shows as incomplete, please click on the profile bar which will open a list of all the possible account types that can be added. The account types that have been added will have a check mark next to them. For those account types that have a plus sign next to them, you can choose to click on “I don’t have one.” This will grey out that account type and move the progress bar further. Once all the accounts have either been added or it’s been indicated that you do not have the account, the bar and the profile will be complete.

If you have additional questions or need assistance, call NVB Customer Support during normal banking hours at 1-877-217-4NVB(4682). If you prefer, you may also contact us online at customerservice@nvb.com