Online Banking Help

First Time Login FAQs 

Forgotten Login ID/Password FAQs

Mobile Banking FAQs

Mobile Deposit FAQs

Electronic Payment FAQs

Bill Pay

Pay a Person

Transfer Funds

Wire Transfers


First Time Login FAQs

Q: This is my first time using this system and I have only been provided a login ID. What is the login process? 
A: To login for the first time when you have only been provided a login
ID, follow these steps:

  1. Enter your current User ID in the Online Banking login box, enter the Random Code you see, and click “Login”
  2. On the next screen, click "Setup Your Info"
  3. Click on "Let's Get Started"
  4. Accept the disclosures
  5. Click on "I know my User ID"
  6. Enter your user ID and the Random Code you see and click "Next"
  7. Enter requested information and click "Next"
  8. Select 3 Challenge Questions and create Answers and click “Next”
  9. Enter your Online Banking email address and create and confirm your preferred Password, then click "Finished"
  10. Click “Continue” and you will now be able to access Online Banking

Q: What if the password delivery contact information that is displayed is not accurate? 
A: When you get to the enter a password screen and you have forgotten your password, click on "I've
forgotten my Password, what do I do now?".

  1. Follow the prompts to reset your password.
  2. Once you are logged in, click on "Options" and then "Customer Info"
  3. Update your contact information and click "Submit"

Q: Can I add another contact number? 
A: Once you have successfully logged into the online banking system, you can update your preferred contacts via the Options>Update Customer Info
menu.

Q: Is the code I received by phone, text message, or email my new password? 
A: No, it is only a temporary access code. Never enter a secure access code on the login page as a password
or as an existing password when instructed to change your password or establish a new password. NOTE: Temporary Access Code is only good for a one time use (20 minutes).


Forgotten Login ID/Password FAQs:

Q: I have forgotten my password and need to access my accounts. What do I do?  
A: When you get to the enter a password screen and you have forgotten your password, click on "I've
forgotten my Password, what do I do now?".

  1. Follow the prompts to reset your password.
  2. Once you are logged in, click on "Options" and then "Customer Info"
  3. Update your contact information and click "Submit"

Q: I have forgotten my login ID. What do I do? 
A: If you forget your login ID, please contact us. We will be required to securely verify your identity before providing you your login ID.

Q: Is the code I received by phone, text message, or email my new password? 
A: No, it is only a temporary access code. Never enter a secure access code on the login page as a password
or as an existing password when instructed to change your password or establish a new password. NOTE: Temporary Access Code is only good for a one time use (20 minutes).

Q: The system has warned me that one more unsuccessful login attempt will lock my account. What are my options? 
A: If you have unsuccessfully tried to login and have been warned that one
more unsuccessful entry will lock your account, you may choose the Forgotten Password process. That process will enable you to reset your password to something you can remember without the risk of locking your account. When you get to the enter
a password screen and you have forgotten your password, click on "I've forgotten my Password, what do I do now?".

  1. Follow the prompts to reset your password.
  2. Once you are logged in, click on "Options" and then "Customer Info"
  3. Update your contact information and click "Submit"

If you choose to try to login one more time and fail, you will be required to contact us to unlock your account.

Q: I have been locked out of the system due to entering the wrong User ID or password too many times. How do I unlock my account? 
A: If you have locked your account due to several unsuccessful
login attempts, for your security you are required to contact us to unlock your account.

Q: Can I change my login ID and/or password? 
A: Once you have successfully logged into the system, you can create an "Alternate Login" under Options>Customer Info although your original
login ID will still be in place.


Mobile Banking FAQs

Q: I’m a personal customer. How do I access Mobile Banking?  
A: Download the “MountainOne” app. The app will be available for free in the Apple “App Store”
or the Android “Play Store.” You must sign up for and login to Online Banking on a computer prior to signing up and using Mobile Banking.

Q: I'm a business customer. How do I access Mobile Banking?  
A: Business customers access banking on a mobile phone through the phone’s browser, rather
than through an app. To do that, just open the smartphone browser and key in mountainone.com. Enter your new business Online Banking log in information to view the new Mobile Professional banking service. When using this Business Mobile Professional
service, business customers can access most of the same information and transactions available in Online Banking, with the exception of drafting, approving, and cancelling ACH and Wire transactions. Business customers can also use the “MountainOne”
mobile app, which will provide basic access to account information.


Mobile Deposit FAQs

Q: What are the complete steps required to deposit checks with my smartphone? 

Once you have signed up for Online Banking, here’s how to get started:

  1. On your smartphone, search for and download the "MountainOne" app
  2. Log in to Mobile Banking using your Online Banking User ID & Password
  3. On the Mobile menu, click on “Deposit Check” and follow the prompts to deposit a hard copy check

Q: What is Mobile Deposit?  
A: Mobile Deposit is a way to electronically deposit checks from your camera-enabled smartphone, using the MountainOne Mobile Banking app.

Q: How do I know if I’m eligible to use Mobile Deposit?  
A: To use Mobile Deposit, you must be a current MountainOne Bank customer with a Checking, Money Market or Statement
Savings account. You must be enrolled in Online Banking and have downloaded the free MountainOne Bank Mobile Banking app. Before depositing your first check, you must read and accept the MountainOne Bank Mobile Deposit Terms & Conditions. Mobile
Deposit is restricted to personal banking customers and small businesses that do business within the confines of set deposit and item limits (see below, "Are there deposit limits...)"

Q: How much does it cost to deposit a check through mobile deposit?  
A: Mobile Deposit is free to MountainOne Bank customers. While MountainOne Bank does not
charge a fee for using this service, charges from your wireless carrier may apply. Regular account charges apply; see “Understanding Your Deposit Account” for further details.  

Q: Is Mobile Deposit safe?  
A: Check deposits made through the MountainOne Mobile Banking app are protected according to the highest financial industry standards. Making
a deposit via phone is as safe as using Online Banking.

Q; Are there deposit limits associated with using Mobile Deposit?  
A: Mobile Deposit users will have a daily deposit dollar limit of $2,500, and an individual check per day
limit of 5. There is also a rolling 25 day limit where a total of 25 checks can be deposited for a total of no more than $25,000.

Q: How do I make my first Mobile Deposit?  

  1. Make sure you have enrolled in Online Banking on a computer.
  2. On your smartphone, open the "MountainOne" app.
  3. Click on "Deposit Check" and follow login prompts
  4. Select the Checking, Statement Savings or Money Market Account into which you wish to deposit the check. 
  5. Follow the rest of the prompts. 
  6. Endorse the back of the check and write “For Mobile Deposit Only, MountainOne Bank Account #_________" below your signature. 
  7. Snap a picture of the front and back of the check.
  8. If you approve the check, it is then submitted for deposit.
  9. You’ll receive onscreen confirmation of the deposit (amount, account number, deposit date, confirmation code).

Q: What is the funds availability guideline for deposits made through Mobile Deposit? 
A: Deposits made prior to 5:00 p.m. (on a business day the Bank is open) are considered
to be deposited that day and will be available the next business day (the deposit will be visible in online or mobile banking the next business day). If a deposit is made after 5:00 p.m. or on a day the Bank is not open, the deposit will be
considered to be made on the next business day the Bank is open and will be available the next business day (the deposit will be visible in online or mobile banking the next business day).

Q: What would prevent me from being able to deposit a check?  
A: Issues that can prevent a check from being deposited through Mobile Deposits include: folded or torn
check corners, the front check image is not legible, the check amount and the Mobile Deposit amount entered don’t match, the routing and account numbers are unclear in the image, the smartphone does not have a camera, the check image is too dark,
the check is missing a signature endorsement, or it is a duplicate check. Mobile Deposit should be performed in a well-lit area to prevent shadows and poor image quality. Hands should be clear of the check while taking the picture.  

Q: How do I know the check has been posted to my account? 
A: If the deposit is made before 5:00 p.m., on a business day the bank is open, you may log into online or mobile banking on the next business day to view the
deposit. If the deposit is made after 5:00 p.m. or on a day the Bank is not open, you may log into online or mobile banking two business days from the day you made the deposit to view the deposit.

Q: Storage, security and disposal of checks. 
A: You must store your original checks for 14 days after submitting for deposit, to be made accessible by the Bank upon request. After
14 days, you should destroy the original check by first marking it VOID, then shredding it.

Q: What do I do if my smartphone camera will not take the picture of the check? 
A: Make sure the camera function is turned on for the “MountainOne” app

For iPhone:

  1. Go to the Settings for your smartphone
  2. Find and click on the “MountainOne” app in Settings
  3. Make sure the Camera option is turned on or is allowed access

For Android:

  1. Go to Settings for your smartphone
  2. Select Applications and then Applications Manager
  3. Find the "MountainOne" app and make sure the app has permission to the camera

Electronic Payment FAQs

Bill Pay

Q: How do I use Bill Pay? 
A: To begin using Bill Pay:

  1. Sign up for and login to Online Banking on our home page
  2. Click “Bill Pay” and accept the disclosure
  3. Follow the prompts to start paying your bills online or via the “MountainOne” mobile app

(Note that you must first set up Payees in order to send out Bill Payments)

Q: When can I schedule a Bill Payment to pay? 
A: Bill payments can be scheduled to pay now, in the future, or on a recurring basis (also called auto pay).

Q: Will a Payee receive an electronic payment or a paper check? 
A: Electronic or check payment is determined automatically, based on the individual payee.

Q: When do Bill Payment amounts come out of my account? 
A: If funds are sent electronically, the funds are debited from your account on the delivery date you chose when scheduling
the payment. If a check is sent for the payment, the payment is debited from your account when the check clears, which depends on when the payee deposits the check.

Pay a Person

Q: Where do I find the Pay a Person option? 
A: Pay a Person is available via Online or Mobile Banking. In Online Banking, Pay a Person can be found in the Transfers / Send & Receive
Money menu. In Mobile Banking, Pay a Person is available on the Home screen menu.

Q: Who can I pay with Pay a Person? 
A: You can pay any individual with a U.S. bank account. 

Q: How does the Pay a Person process work? 
A: Pay a Person payments can be scheduled at any time through Online or Mobile Banking. Once you’ve set up a recipient and scheduled
a payment, the person you’re paying will receive a text message or email (depending on the information you provide) that you are sending them money. Once your recipient “accepts” the funds, the payment will be debited from your checking or savings
account and securely transferred to the recipient’s account.

In Online Banking:
Click Transfer, then Send & Receive Money. Click on Accounts/Contacts, then Add Contact. Complete the steps to add a contact. Once your recipient has been added, click on the magnifying glass next to the person’s name, and
click Pay Contact. Add the amount you want to pay, and any message you would like to include with the payment. Click Authorize and the person you’re paying will receive a text or email with instructions for accepting the payment.

In Mobile Banking:
Click Pay a Person, then Send Money. Next, choose the account to pay From, enter the name of the person you are paying, enter their contact cell phone number or email address, and the amount you want to pay. Submit and Confirm
the payment information, then click Proceed. The person you're paying will receive a text or email with instructions on accepting the payment.

Q: Is there a fee for Pay a Person? 
A: There is a $2.95 fee for each Pay a Person transaction.

Transfer Funds

Q: Can I transfer funds into and out of MountainOne Bank? 
A: Yes. You can transfer funds between your accounts at MountainOne Bank, or you can transfer funds to or from your
account at another financial institution.

Q: Is there a fee or transaction limit to transfer funds into or out of MountainOne Bank? 
A: There is a $2.95 fee per transfer of funds from MountainOne Bank to another financial
institution. There is no fee to transfer funds from another financial institution into your MountainOne Bank account. Monthly money market or savings account transfer limits apply.

Q: When do transferred funds come out of my account? 
A: When you schedule a transfer between your MountainOne accounts, the funds come out of one account and are deposited into
your other account on the date the transfer is scheduled. If you are transferring to another financial institution, funds come out of your MountainOne account on the day the transfer is scheduled, and should be deposited into your non-MountainOne
account within 3 to 5 days.

Q: When can I schedule transfers to take place? 
A: Transfers can be scheduled to take place now, in the future, or on a recurring basis.

Wire Transfers

Q: What is a Wire Transfer? 
A: A wire transfer is a method of sending money electronically to a person or entity. These are used most often by businesses, using Online Banking, but
are available to consumers; ask for details at a MountainOne Bank office. 

Q: When do Wire Transfer funds come out of my account? 
A: With Wires, funds are removed from your account the day the Wire is initiated. In order for funds to be received on the
other end on the day of the request, Wire requests should be made by 3:00 pm for businesses via online banking and by 3:30 pm for consumers at a MountainOne Bank office.

Q: Is there a fee for Wire Transfers? 
A: Yes. Fees are noted on our Fee Schedule.