Online Banking FAQ's
Q. How do I get started using Online Banking?
A. Once you have completed the Online Banking enrollment form and returned it to GNB, you will be assigned an Access ID and temporary password. First, click on the Logon button, located in the bottom right hand corner of the homepage. Next, type the "Access ID" we assigned you in the "Access ID" box. Press the tab key and type the temporary password assigned to you. You must click "Submit" to validate security and open the secure area of the web site. The Online Banking introduction page will come up on your screen. You will be promoted to change your password. Once completed, you can click on the Accounts button to view your accounts.
Q. What if I forget my Online Banking password?
A. No one but you has record of the password that you have established. If you forget the password, please contact GNB by phone so that a new, temporary password can be issued. If you attempt to log on to Online Banking 3 times with the incorrect password, you will be "locked out" of the system. Please phone the bank to have your access restored.
Q. How do I log off when I've completed my Online Banking transactions?
A. Click on the blue "Log Off" button on the top of the page. Once a session has been ended, no further transactions can be processed until you log on to the system again. It is extremely important that you close the Online Banking site properly to protect the privacy of your account records from anyone else who may be using your computer.
Q. What if I can't see all the account information on my screen at once?
A. GNB's Online Banking page is best viewed with Internet Explorer, version 6.0, with a screen resolution of 800 x 600 pixels. To set your screen resolution to 800 x 600, go to Start, then Settings, then Control Panel, then Display, and finally, Settings. If your screen can't be re-set, you will need to scroll right to left and up and down to see the entire text of each page.
Q. Can I have 24-hour access to my accounts?
A. GNB's Website is available 24 hours a day, 7 days a week for your convenience.
Q. How frequently is my account information updated?
A. GNB provides real-time Online Banking, so you will see the results of overnight processing, as well as deposits or withdrawals posted to your account throughout the day.
Q. What do the names at the bottom of the Online Banking page mean, such as Premier e-com?
A. Premier e-com is the name of the Internet banking product developed by Information Technology Inc., and used by FiServ of West Des Moines, IA. FiServ is GNB's core data processor. The Veri-sign logo assures Online Banking users that GNB is using a secure web site for Online Banking. Secure web sites are registered with Veri-sign for authenticity.
Q. What if I am unable to connect with the Online Banking site?
A. If you receive a message that your browser is unable to locate the server, first confirm that you are able to access other Internet sites successfully. If not, contact your Internet service provider for assistance. Next, confirm that the www.gnbbank.com address you typed is correct. If that doesn't correct the problem, then it may mean the Online Banking site has unexpectedly gone off-line. In this case, please phone GNB at 800-545-0172, or simply try your request again at a later time.
Q. After using Online Banking, I was prompted to log on again. Why did it ask for my Access ID and password a second time?
A. This is a security feature designed for your protection. If several minutes elapse without a request from you, then the system ends your session and does not allow further transactions until you enter your user information again. This ensures that others cannot perform transactions on your computer in the event you forget to properly exit Online Banking.
Q. How does GNB's BillPay work?
A. Your payments are electronically transferred from your GNB checking account to your payee's account. If the party you owe is not set up for electronic transfer, a check is sent through the U.S. Mail.
Q. When should I set up my payments to make sure they are paid on time?
A. GNB's BillPay service will eliminate the time-consuming chore of writing and mailing checks, but you still need to provide enough lead time so your payments arrive on time.
Q. Can I determine my bill payment date using the "late date" or "grace period" shown on my bill?
A. No. Always use the "Due Date" when determining your BillPay payment date.
Q. How will I know when payments have been made?
A. Through Online Banking, you will be able to view your checking account activity on screen and see any bill payments made. The payment will also show on your monthly bank statement.
Q. What about the payment stubs included in some bills to be returned with payment?
A. You will not need them. All of the information your payee needs to process your payment will be provided by GNB when the payment is made. Keep in mind that you will need to provide the proper information to GNB when creating a payment, including your account number with the payee, the payee's phone number, and a description of the payment.
Q. Do I need to contact my payees to tell them I'm using an Online BillPay service?
A. It's not necessary. Payees will not notice any difference, except that your payment will no longer be by personal check.
Q. Should I enter my BillPay information in my paper check register?
A. Yes, just as you would enter the information for an ATM withdrawal or a regular check payment to provide for easy checkbook reconciliation.
Q. What happens if I don't have enough money in my GNB checking account to cover a BillPay?
A. You need to maintain sufficient funds in your checking account to cover the payments you authorize. GNB will consider covering the bill for you. If GNB covers this payment, a fee of $28 for Non-Sufficient Funds will be charged to your account.